• 한국식생활문화학회지
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• 제26권3호
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• pp.271-278
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• 2011

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

• 유통과학연구
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• 제12권2호
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• pp.49-57
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• 2014

Purpose - Theorists and researchers in the area of customer satisfaction generally agree that product satisfaction intervenes between expectancy disconfirmation and various post-purchase cognitive states including attitude and behavioral intention. Studies in a variety of settings have supported the effect of expectation and its disconfirmation on satisfaction, but only a small number of studies address the cognitive consequences of satisfaction decisions and none report data on choice processes such as brand selection. This study examines the influence of satisfaction and its determinants on behavioral intention and product preference in eight coffee shops across the country. Generally it was found in both overall and summed attribute analyses that satisfaction was a function of expectation and disconfirmation, that intention was a function of satisfaction, and that preference was influenced by satisfaction and disconfirmation, the latter having the greater effect. Research design, data, and methodology - The main objective of this study was to assess the dimensions of consumer selection and satisfaction in choosing a coffee shop. In order to achieve this objective, a study of coffee shops across the country was conducted. This study comprised in-depth questionnaires distributed to coffee shop customers. A survey was conducted from September 1, 2011 to September 30, 2011, involving franchise coffee shop, independently owned coffee shop, and roastery coffee shop customers. Results - Hypothesis 1-1, which states that coffee shop choice attributes differ based on the type of coffee shop, is accepted. It has a significance level of 0.05, according to choosing properties of coffee shop by convenience of transportation, varieties of beans, residence of the owner (manager), information, and relationships. Hypothesis 1-2, which states that satisfaction with the choice factor differs depending on the type of coffee shops, is accepted. The P-values for cleanliness and varieties of beans were 0.04 and 0.00, respectively, and have a significance level of 0.05, according to the satisfaction with the chosen coffee shop. Hypothesis 2-1, which states that the importance of the choice attributes in coffee shop selections differs based on the demographic characteristics of the customers, is accepted. According to the t-test result, convenience of parking and residence of the owner (manager) are significant. Hypothesis 2-2, which states that satisfaction with the choice factor will differ depending of the type of coffee shop, is accepted. According to the t-test result, convenience of parking and residence of the owner (manager) are significant. Conclusions - This study has shown that intention to revisit a certain shop is most likely correlated to satisfaction in all cases. In order to offer subsequent developments for coffee shops, this study also identifies relations between customer satisfaction and selection by finding significant factors. In order to maximize customers' satisfaction, coffee shops should analyze and satisfy customers' needs and wants in terms of coffee service. While the findings do not generalize beyond the mall sampling procedure used here, we have hopefully identified a close approximation of the process of satisfaction decisions used by consumers generally.

• 한국항공운항학회지
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• 제31권4호
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• pp.45-55
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• 2023

This paper calls attention to the central problem of the influence of identifying the determinants of airport duty-free store customers perceived innovativeness, pursuit benefits and value-congruency on the behavioral intention. The data is completed with 307 adults with purchasing experience of airport duty-free store O2O integration service which brings sufficient convenience to consumers. The content analysis results show that the influence factors of innovation characteristics, consumer pursuit benefits and value-congruency affect the behavioral intention in various aspects. The result suggests that we should upgrade the innovate functionality and improve the service quality based on consumer needs. Finally, this study discusses implications for theory and practice, indicates limitations, and concludes with some suggestions for future research.

• 문화기술의 융합
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• 제7권1호
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• pp.595-607
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• 2021

4차 산업 혁명과 비대면 서비스의 증가로 과업형 챗봇에 대한 수요와 공급이 증가하고 있다. 효과적인 정보 처리를 돕는 과업형 챗봇으로 사용자들에게 긍정적인 경험을 주기 위해서는 챗봇에서 제시할 정보 및 인터페이스에 대한 가이드라인이 필요하다. 본 연구는 과업형 챗봇의 맥락에서 개인화 및 담화 종류에 따른 인터페이스의 차이가 성과기대, 예상노력, 수용의도 그리고 만족도에 미치는 영향을 살펴봄으로써 추후 개발될 과업형 챗봇에 실무적 도움을 주고자 하였다. 연구 결과, 개인화 수준에 따른 주효과가 수용의도 및 만족도에서 보고되었으며, 닫힌 담화에 한해서 개인화 수준이 낮을 때에 수용의도와 만족도가 더 높은 것이 발견되었다. 본 연구는 과업형 챗봇 내에서 개인화 적용의 이점 및 닫힌 담화 내에서 개인화 수준에 따른 차이를 실증적으로 검증하고 있으며 이를 인지된 개인화, 기대불일치 이론, 프라이버시 염려, 프라이버시 역설에 근거하여 설명하고 있다.

• 유통과학연구
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• 제14권9호
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• pp.95-110
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• 2016

Purpose - Based on expectation-disconfirmation theory, this study attempted to fill the gap in the literature by treating the expected profitability as a moderator in the relationship between these constructs, identifying what instrumental factors have effects on dissatisfaction, in turn lead to exit intention, neglect, voice, and loyalty, and provide the managerial implications for building long-term relationship to enhance the partnership between franchisor and franchisee. Research design, data and methodology - In order to test the hypotheses, the authors developed several hypotheses. The data were collected from 254 franchisees in Seoul and Gyeonggi Province with SPSS 18.0 and SmartPLS 2.0. Results - The findings of the study are as follows. First, marketing support and competitiveness of product and service had a negative effect on dissatisfaction, but did not on logistics support. Second, franchisee dissatisfaction had a positive effect on exit intention and neglect, and had a negative effect on loyalty. However, franchisee dissatisfaction had not a significant effect on voice. Third, expected profits play a moderating role in the relationships between marketing support, competitiveness of product and service and dissatisfaction, between dissatisfaction and exit intention, voice, loyalty, and neglect. First, marketing support and competitiveness of product and service were found to have a greater influence on dissatisfaction for the low expected profitability group than the highly expected profitability group. Also, dissatisfaction had a greater impact on exit intention, voice, and neglect for the low expected profitability group than the high expected profitability group while dissatisfaction had a weaker impact on loyalty for high expected profitability group. Conclusions - The result of this study indicates that franchisors should reduce dissatisfaction and prevent or improve complaint behaviors by continuously identifying the impact relationship between franchisee dissatisfaction and decision factors caused by difference in expectations for roles of franchisees and franchisors. In addition, franchisors should acknowledge that the impacts of marketing support, and product and service competitiveness on franchisee dissatisfaction and on exit intention, neglect, and loyalty differ by expected profits. Therefore they should provide support in perceiving high expected profits through creating direct profits including high sales, low costs, and low rents.

• 서비스연구
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• 제3권1호
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• pp.33-53
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• 2013

2009년 상반기부터 한국에서 많은 은행들이 스마트뱅킹 서비스를 출시하면서 큰 인기를 끌었다. 본 연구는 최근, 금융기관의 전략적 경쟁도구로서 자리 잡고 있는 스마트뱅킹의 확산을 지원하기 위하여, 스마트뱅킹의 지속적 수용에 영향을 주는 요인을 찾아보고자 하였다. 이를 위해 문헌고찰과 실증분석을 병행하여 스마트뱅킹 서비스의 특징 및 현황을 파악하고 스마트뱅킹에 지속적 사용에 영향을 미치는 요인을 도출하여 분석하였다. 그 결과 서비스 확장성, UI편의성, 지각된 유용성, 지각된 용이성이 스마트뱅킹에 대한 만족도 및 지속적 사용에 영향을 미치는 요인으로 나타났고, 보안성은 그다지 영향을 미치지 않은 것으로 나타났다. 이러한 결과는 금융업체와 통신업체 등의 스마트뱅킹 마케팅/기술 전략에 활용될 수 있을 것으로 기대되며 앞으로 좀 더 심도 깊은 추가적 연구와 토의가 이루어져야 할 것이다.

• 실천공학교육논문지
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• 제15권2호
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• pp.389-400
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• 2023

정보통신 분야의 기술적 진보를 통해 다양한 종류의 스마트 기기들이 등장하고 활용되면서 사람들의 사용 행태와 환경에도 많은 변화가 발생했다. 이러한 변화는 학습 환경에서도 적용되어, 다양한 스마트 기기들이 학습 환경에 등장하고 있으며 학습자의 학습 행동 양식 또한 달라지고 있다. 이 연구에서는 학습 매체 및 필기 도구로 활용되는 스마트 기기 중 최근 등장한 디지털 펜과 태블릿PC를 중심으로, 이를 활용한 디지털 필기 행동에 대한 학습자의 인식을 알아보고자 한다. 기대 일치 모형을 활용하여, 대학생들의 태블릿PC와 디지털 펜에 대한 사전 기대 및 이후 사용 경험과의 비교를 통해 기대 (불)일치 및 (불)만족 요인에 대한 연구를 수행하였다. 이를 위해 국내 C 대학교의 학생들을 대상으로 개방형 설문을 진행하고, 해당 응답을 질적 내용 분석을 통해 분석하여 네 가지 기대 일치 및 만족 요인과 세 가지 기대 불일치 및 불만족 요인을 도출하였다. 이후 결과를 바탕으로 학술적 및 교육적 시사점을 제공하였다.

• 한국조리학회지
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• 제21권5호
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• pp.98-108
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• 2015

도교육청은 학교급식을 서비스로 간주하고 소비자의 만족을 높이기 위해 노력하고 있다. 이 연구는 올리버의 기대 불일치 이론을 바탕으로 학생의 식습관과 지각된 품질이 학교 급식 만족에 영향을 주는지 검토하고자 한다. 우리는 학생의 성별과 학교 조건의 조절효과를 테스트하였다. 학교의 조건으로 검토한 것은 소재지가 농촌 또는 도시인지, 영양교사가 정규직 또는 비정규직인지, 조리 시설 현대화 사업을 실시 또는 미실시하였는지, 배식장소가 교실 또는 식당인지 등이다. 2014년 9월 경기도 소재 8개 학교 초등학교 6학년을 대상으로 설문이 실시되어 설문지 240부가 회수되었다. 불성실한 설문지를 제외하고, 전체 208부를 대상으로 PLS와 붓트랩 t-테스트를 하였다. 분석결과로 식습관이 만족에 직접적으로 영향을 주었으며(p<0.01), 학교급식 서비스의 지각된 품질이 부분적으로 둘 간의 관계를 매개하였다. 여학생보다 남학생의 경우에 식습관이 만족에 더 적은 영향을 주었다(p<0.1). 영양교사가 정규직인 경우가 비정규직인 경우보다 학생의 식습관이 만족에 더 작은 영향을 주었다(p<0.05). 조리 시설 현대화 사업을 시행한 학교의 경우가 식습관이 만족에 더 작은 영향을 주었다(p<0.1). 학교 소재지와 배식 장소는 식습관과 만족 사이에 유의한 조절 효과를 나타내지 않았다. 이러한 결과는 소비자의 태도를 형성하는 식습관과 지각된 품질이 상호작용하여 만족에 영향을 미친다는 것을 의미한다. 따라서 학교급식의 교육적 효과를 극대화하기 위해서는 식습관 개선하는 프로그램이 동반될 필요가 있다. 정책적으로 조리 시설 현대화 사업을 미실시한 학교와 비정규직 영양교사가 있는 학교에 우선적으로 교육 프로그램이 제공된다면 교육 효과가 높아질 것이다.

• 한국프랜차이즈경영연구
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• 제7권1호
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• pp.31-44
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• 2016

Purpose - This study aims to examine different impacts of franchisor's leadership and franchisee's marketing efforts on franchisee dissatisfaction and switching intentions, and to investigate how franchisee dissatisfaction plays a mediating role in the relationship between these constructs. This study attempted to fill the gap in the literature by treating the franchisee dissatisfaction as a mediator in the relationship between these constructs, identify how franchisor's leadership and franchisee's marketing efforts have effects on franchisee dissatisfaction, in turn, reduce switching intentions, and provide the managerial implications for building a long-term relationship to achieve mutual goals between franchisors and franchisees Research design, data, and methodology - In order to test the hypotheses, the data were collected from franchisees in Seoul and Gyeonggi Province. The franchisee owners were informed about the purpose of this study by the trained interviewers. The respondents received a letter introducing the purpose of this study and another letter that the owners wrote to encourage their active participation. Among the 300 questionnaires distributed, 260 (86.7%) questionnaires were returned. Of those collected questionnaires, 6 uncompleted responses were excluded, and 254 questionnaires with an effective response rate of 84.7% were coded and analyzed using frequency, confirmatory factor analysis, and correlations analysis, and structural equation modeling with SPSS 21.0 and SmartPLS 3.0. Results - The findings of the study are as follows. First, franchisor leadership had a negative effect on franchisee dissatisfaction, but franchisee marketing efforts did not have a significant effect on franchisee dissatisfaction. Second, franchisee dissatisfaction had a positive effect on switching intentions. Third, franchisor leadership had a negative effect on switching intentions, but franchisee marketing efforts did not have a significant effect on switching intentions. Conclusions - This study researched the franchisor's leadership as a single factor of transformational leadership. Thus, it may have limits in measuring leadership. Future studies shall include emotional, loyal, and transactional leadership. In addition, the future studies shall also research the effect of franchisor's leadership and franchisees' marketing efforts on dissatisfaction and switching intentions. For example, the franchisor's relationship-oriented efforts can be a crucial parameter that reduces dissatisfaction and switching intentions.