• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2007년도 춘계학술대회
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• pp.110-113
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• 2007

The purpose of this study was to investigate the nature of relationships among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied As a result. it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in learning site. In addition, service quality had significant effects on e-loyalty as well.

• 한국의류학회지
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• 제39권3호
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• pp.394-407
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• 2015

Prior research highlighted personalized services as a crucial antecedent to website loyalty, yet little has been discussed on the underlying mechanism. The current study explores the intervening effects of the three psychological constructs in the personalization-loyalty relationship: cognitive efficiency, perceived enjoyment, and socialness. An experiment was conducted with a total of 414 U.S. shoppers on a fictitious e-tail site for jeans that employed different levels of personalized content. The results found that the participants exposed to the high-level personalization condition reported a higher cognitive efficiency and higher socialness perception regarding the fashion e-tail site; however, no direct effect of intensity of e-personalization was found on perceived enjoyment. Cognitive efficiency and enjoyment perceptions on the site significantly increased customers' loyalty intentions regarding the site, while website socialness perception had no direct effect on loyalty intentions. Website socialness showed indirect effects on website loyalty intentions only through cognitive efficiency and perceived enjoyment; however, no direct effect from website socialness was found. Implications and limitations of the study were discussed.

• 한국경영과학회지
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• 제29권4호
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• pp.73-93
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• 2004

This study was to identify the determinants of web interactivity and investigate the structural relationships between web interactivity, e-brand relationship quality, and customer loyalty. For these purposes, the authors developed several hypotheses and collected the data from 268 users of Internet site. The data was analyzed with LISREL 8.5. The findings and summary are as follows. First. control had a significantly positive effect on satisfaction. Second, two-way communications had not an effect on satisfaction and trust. Third, responsiveness had a significantly positive effect on satisfaction and customer loyalty. Fourth, satisfaction had a significantly positive effect on trust and customer loyalty. Finally, trust had a significantly positive effect on customer loyalty. At the end of this paper, the managerial and theoretical implications, limitations and further research directions were suggested.

• Asia Marketing Journal
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• 제20권4호
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• pp.21-47
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• 2019

This study empirically examines the synergy effect of a corporate-level loyalty program on customer equity (CE) known as the lifetime value of current and future customers (Blattberg et al. 2009). A corporate-level loyalty program refers to a company-wide integration loyalty program at the corporate-level in which subsidiaries (multi-divisions) participate as program members. It does not merely examine whether there is an integration effect of a corporate-level loyalty program from the CE perspective, but it provides practical implications for a firm's strategic focus by identifying which value creation channels (i.e., acquisition, retention, and cross-selling), brand characteristics (i.e., size of the customer base before integration, diversity of products, and sales channel type), and consumer characteristics (i.e., customer relationship stage, transaction amount before integration, transaction period, and number of purchased brands) are affected the most by the synergy effect.

• 한국컴퓨터정보학회논문지
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• 제18권10호
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• pp.207-216
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• 2013

최근 정보통신기술의 발달로 대부분 웹사이트의 외관과 디자인이 훌륭하게 제작되고, 이용도 손쉽게 할 수 있도록 제작되고 있다. 특히 저비용 항공사에서는 웹사이트의 품질이 고객의 항공기 예약과 구매에 직결되기 때문에 웹사이트 품질이 고객의 충성도에 중요한 요인으로 작용하게 된다. 저비용 항공사에 대한 고객의 충성도는 긍정적 구전과 재구매와 직결되기 때문에 웹사이트 품질향상에 많은 노력이 필요하다. 본 연구는 저비용 항공사 웹사이트 품질의 속성을 도출하고, 웹사이트 품질이 e-만족, e-신뢰, e-충성도에 영향을 미치는지에 대해서 검증하였다. 또한 e-만족, e-신뢰, e-충성도의 영향 요인을 검증하였다. 가설검증결과 저비용 항공사의 웹사이트 품질, e-만족, 그리고 e-신뢰는 e-충성도에 유의한 영향을 미치고, 웹사이트 품질은 e-만족과 e-신뢰에 유의한 영향을 미치는 것으로 연구되었다. 하지만 e-만족은 e-신뢰에 영향을 미치지 않는 것으로 연구되었다.

• 한국산업정보학회논문지
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• 제12권5호
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• pp.146-162
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• 2007

본 연구에서는 e-러닝 사이트가 웹 사이트라는 특성을 고려해서 웹 서비스품질의 주요 요인을 추가로 도출하여 e-러닝 사이트의 서비스품질 결정요인을 구성하고, 서비스품질이 고객만족 및 고객 e-로열티에 어떠한 영향을 미치는 지를 실증 분석하였다. 그 결과 유형성, 신뢰성, 반응성, 사용편리성, 개인화 요인이 고객만족 및 고객 e-로열티에 유의한 영향을 미치는 것으로 나타났다. 이러한 연구목적에 따른 결과를 토대로 e-러닝 사이트 운영자가 고객만족 및 고객 e-로열티 형성을 위해 최우선적으로 고려해야 할 요인들과 전략적 시사점을 제시하고자 한다.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.983-992
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• 2021

This study aims to examine the impact of customer experience and customer engagement on customer satisfaction and customer loyalty in e-retailing in Indonesia. This study uses data from 512 respondents in six e-retailing namely; Bukalapak, Tokopedia, Lazada, Blibli, Shopee and Zalora which are often used by students at the Department of Management, Faculty of Economics and Business, Halu Oleo University of Indonesia. The structural model developed in this study was tested using Partial Least Squared (PLS). The results of the study found that there was a reciprocal relationship between customer experience and customer engagement. The results also found that customer experience and customer engagement have a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction have a positive and significant effect on customer loyalty. In this study it was also found that customer experience has an indirect effect on customer satisfaction and customer loyalty through customer engagement, and customer engagement also has an indirect effect on customer satisfaction and customer loyalty through customer engagement. This study was focused on relationship between customer experience, customer engagement, satisfaction and loyalty. Therefore, future research is expected to be able to test the determinant factors of customer experience and customer engagement.

• 한국콘텐츠학회논문지
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• 제5권4호
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• pp.28-35
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• 2005

본 연구는 e-Business에서의 마일리지 프로그램과 브랜드 애호도와의 관계, 특히 신뢰와 관계몰입을 매개로 하여 이들이 서로 어떤 인과관계를 가지고 있는가를 실증적으로 분석하여 e-Business에서 마일리지 프로그램을 더욱 활성화시키기 위한 방안을 제시하고자 하는 것이다. 실증분석 결과, 마일리지 프로그램의 이용혜택과 편리성이 고객의 신뢰에 정(+)의 영향을 미치는 것으로 나타났다. 또한 고객의 신뢰가 관계몰입에 정(+)의 영향을 미치며, 관계몰입이 브랜드 애호도에 정(+)의 영향을 미치는 것으로 분석되었다. 따라서 인터넷쇼핑몰의 브랜드 애호도를 높이기 위한 마일리지 프로그램을 사용할 때에는 신뢰 및 몰입을 높이기 위한 방안도 함께 고려되어야 한다는 것이다.

• 한국의류학회지
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• 제33권11호
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• pp.1744-1754
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• 2009

This study identifies the main factors of internet clothing shopping motivation and analyzes their effect on customer e-loyalty among Korean and Chinese college students. Data were collected from 300 Koreans and 300 Chinese college students. The survey was statistically analyzed through an exploratory and confirmatory factor analysis, T-test, and structural equation modeling. The factors of clothing shopping motivations were identified as merchandising characteristics, shopping convenience, value price, and hedonic pleasure. Chinese students had stronger motivations for value price and hedonic pleasure; Koreans had stronger motivations for merchandising characteristics. The structural equation model showed that the shopping motivations for merchandising characteristics, shopping convenience, and hedonic pleasure had significant effects on e-loyalty for Chinese students and the motivations for value price had significant effects on e-loyalty for Korean students. The conclusion shows a strategic direction for entering the Chinese e-market.

• 한국조리학회지
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• 제24권1호
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• pp.82-95
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• 2018

The purpose of this study is to investigate the relationship between experiential value, customer loyalty and eating out tendency of dessert $caf{\acute{e}}$ in college students. This survey was conducted for college students who have used dessert $caf{\acute{e}}$ mainly in college areas where dessert cafes are concentrated in Seoul. The survey was conducted on August 17, 2017 to 28 August. A total of 250 copies of the questionnaires were distributed and 208 copies of valid data were used for the analysis. The results of the analysis are as follows. First, emotional experience value and service experience value were found to affect customer loyalty, and cognitive experience value did not affect customer loyalty. Second, the economic and health seeking type showed a positive(+) moderating effect between emotional experience value and customer loyalty, and negative(-) moderating effect between cognitive experiential value and customer loyalty. Next, atmosphere seeking type showed a moderating effect between service experience value and customer loyalty, and the eating out seeking type showed a moderating effect between emotional experience value and customer loyalty. Finally, convenience seeking type showed positive(+) moderating effect between cognitive experiential value and customer loyalty, and negative(-) moderating effect between service experience value and customer loyalty. Based on the results of this study, the dessert cafe operator can grasp the experience value of college students in order to secure college students who are using dessert cafe as loyal customers. In particular, the relationship between experience value and customer loyalty, it is expected to provide useful data for constructing a specific positioning strategy according to each segment market.