• Asia Marketing Journal
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• v.10 no.2
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• pp.99-123
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• 2008

Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests that both functional values and hedonic values should be included in developing the index of consumer satisfactions. The purpose of our study is to investigate the relationship between shopping value and consumer satisfaction, and actual patronage behavior. Shopping values is defined as the difference between total benefits and total shopping costs. Total benefits include the dimensions of product quality, service quality, and hedonic benefits. Total costs are classified as the monetary costs and non-monetary cost. The conceptual framework developed for this empirical study is as follows.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.11 no.5
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• pp.77-90
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• 2016

This study is to examine the importance of site selection and service quality in franchise business as food service franchise became one of the fastest-growing service industries today. The chief finding of this study is as follows: First, a survey in locational and service quality factors affecting food service franchise shows that responders are more concerned with hygiene and visibility of the store than proximity and transportation advantages which reflects low statistical significance, thus the distance did not seem to be a big problem for the responders in the context that they mostly visit nearby food franchise. Second, the examination of the influence by the service quality factors and customer satisfaction shows significant positive relation with customer response, speed and accuracy, and accuracy factors which reveals that the responders prefer prompt response and swift judgment toward the customer's needs and expectations, professional knowledge services to the credibility factors in which little correlation with the customer satisfaction were found. Third, the examination of the influence by the service quality factors, locational factors, and re-visit reveals that customer response and specialty showed statistically significant correlation with intention of WOM (Word of Mouth) and revisit, which suggests that swift judgment and response toward the customer's needs and expectations, professional knowledge services is of great importance to both customer satisfaction and revisit. The study on the aspects of locational and service quality factors affecting franchise industry's customer satisfaction was conducted as above, an investigation in both factors' influence on the customer satisfaction was made, and based on the results of the analysis, this research seeks an optimal operation strategy of a franchise business. Food service franchise are relatively very competent to business adminstration and reaction capability to consumption changes due to the already established market, and there are stores springing up everywhere inspired by the founders who are too confident of their success in the franchise business. However, it is necessary for the franchise beginners to figure out a zone oriented, regular customer oriented business strategy than just complying with the head office manual. Owing to an increasing trend of opening medium to large sized stores and investments in the wake of converting to multiple business type Korean food franchise, there is growing need to set up new concept of store development and operational management strategy in order to overcome the excessive competition and limited sales volume of the old-fashioned small sized, small capital franchise stores. Furthermore, as most business category of food service franchise serve very similar menus, from a product differentiation point of view, it is required to map out flexible sales concept including the adoption of competitive and low-price strategy. In conclusion, as is shown in the analytical research, the customers' optimal choice fluctuate over their preferences like customer convenience and circumstances rather than insisting on specific brand, thus it will be necessary for the franchise stores to draw up aggressive strategy and planning in running food service franchise to maximize their profits.

• Management & Information Systems Review
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• v.37 no.4
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• pp.175-193
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• 2018

As a new type of business model in the market competition situation of tour companies, this study has developed to the online form of the travel industry to the business form which is the combination of the electronic commerce function and the mobile service process in the provision of the simple web-site, This study explores the difficulties of change for the development of the travel industry from the point of view that recognition is not a simple marketing strategy diversification means but a change of recognition as a business model for expanding new markets or creating new markets. The factors affecting the choice of online travel agent (OTA) and the factors that influence the choice of online travel agency were analyzed. Were used for the empirical survey. The purpose of this study is to investigate the factors influencing the choice of online travel agents who have experience with or experience using online travel agency (OTA), what factors are important to them, and how they differ in importance when visiting again. The results of this study are as follows: First, there was a significant difference between the first and second visitors of online travel agencies. The results of this study were as follows: Attitude toward resolving complaints, convenience of change and cancellation, delivery of tickets and documents, convenience of complaints, The emphasis should be on establishing and strengthening service environments such as the speed of updating the latest information, the simplicity of the booking procedure, the degree of satisfaction of the past, the ability of employees to handle their work, the safety of various payment methods and settlement, The results of this study are as follows: First, the satisfaction of the online travel agency is influenced by the selection factors of the selected online tour agency, and the A/S such as the convenience of prompt delivery, Environmental factors contributed to satisfaction. It is suggested that the systematic service structure such as customer satisfaction and ease of use is a necessary marketing strategy for survival and development of online travel agencies. It is suggested that the marketing concentration strategy with the first visitors as the target market is effective and this is a part of the marketing strategy for the survival of online travel agencies.

• Journal of Distribution Science
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• v.14 no.2
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• pp.123-133
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• 2016

Purpose - Understanding how service convenience drives shopping performance is imperative for retailers such as department and large discount stores. Retailers have to enhance shopping productivity by reducing the costs of shopping, as convenience triggers customers' perceived shopping value, leading to customer satisfaction, and ultimately patronage behavior. Consumers, generally considering time as a scarce resource, are more sensitive to the time costs of tasks in regard to shopping trip, differently from forming perceptions of convenience in time orientation. Therefore, this study attempts to examine the moderating effects of consumers' time orientation on the relationships among service convenience of retailers and shopping performances such as shopping value and service performances. Research design, data, and methodology - The department and discount store chains were chosen as the point of analysis in this study. Data were collected from a survey of real-life consumers and all respondents were screened to ensure only those who had visited in the department and discount store chains within past six month prior to the day of data collection. Out of 600 self-reported surveys that were distributed, a total of 530 responses were returned and after excluding 20 incomplete responses, the final sample size was 510. The three hypotheses were proposed and tested in this study. The one hypothesis was on the moderating effects of time orientation for the effects of service convenience on shopping value (hedonic and utilitarian shopping value). The other two hypotheses were on the comparisons between high and low time-oriented customers with the effects in shopping value from service performance. Hierarchical moderated regression analysis was used to test the hypotheses. Results - The results suggest that the effect of service convenience on utilitarian shopping value and the positive effect of utilitarian shopping value on customer satisfaction are greater in low time orientation than high time orientation customers. Conversely, when customers are highly oriented toward time, the effects of hedonic shopping value on customer satisfaction and revisit intention are greater than for customers who are lowly oriented toward time. Conclusions - This study has two-fold significance. First, this study contributes to the consumer behavior and services marketing literature by incorporating customers' time orientation into the service convenience-shopping performance. Although the effect of service convenience on shopping performance might differ from customers' perceptions concerning shopping, there has been little investigation or comparison between customers' perception on time. This study is a first attempt to consider how the effects of service convenience on shopping value and service performance vary with differing levels of customers' time orientation. This study advances prior studies by showing that the service convenience-shopping value and service convenience-service performance relationships vary across different combinations of the customer's time orientation. The findings of this study suggest that the retailers need to enhance the experiential aspects of the stores for their high time-oriented customers. Conversely, for the low time-oriented customers, the retailers should boost the visual distinctiveness and ease of store navigation.

• Journal of Korean Society of Forest Science
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• v.101 no.4
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• pp.663-676
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• 2012

The purpose of this study was to examine differences in motivation of the tourists, who visited the Daegu Ole Palgong mountain courses, according to the slow tourism tourists' demographic characteristics and use-behavior, and to examine the relationships between motivation and the degree of satisfaction of tourists and behavioral intention. Also, it was to present motivations and characteristics of slow tourism tourists and the accompanying managerial implications. In order to achieve this research purpose, a survey was conducted from May 8, 2010 to May 23, 2010 on the tourists who visited Daegu Ole Palgong mountain courses. The results of testing the hypotheses through empirical analysis were as follows. First, differences in motivations according to demographic characteristics and demographic characteristics and the use behavior of the tourists were partially adopted. Second, there were significantly positive (+) relationships between the motivations of visitors to the Daegu Ole Palgong mountain courses and the overall degree of satisfaction. Finally, the overall degree of satisfaction with the visits to Daegu Ole Palgong mountain courses had significantly positive (+) relationships with revisit intentions. These imply that it is necessary to provide differentiated strategies and programs and inducing strategies in accordance with the results presented. as well, marketing strategies to enhance the degree of satisfaction of the tourists should be considered.

• Journal of the Korean Society of Food Science and Nutrition
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• v.42 no.9
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• pp.1492-1498
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• 2013

This study was conducted to evaluate the intake of food and degree of satisfaction of services among Chinese tourists in the restaurants in Busan. The choice of what these tourists would eat after touring Busan was also determined. We chose 100 independent Chinese tourists visiting Busan for this study. Students, housewives, highly educated people, and people who visited once or twice were predominant among our study subjects. The Chinese tourists chose the following Busan local foods during their visit: Saengseonhoe (19%), Haemultang (19%), Oribulgogi (17%), Dwaejigukbap (12%), and Dongrae Pajeon (11%). The tourists responded that they would like to eat Bulgogi, Samgyeopsal, Bibimbap, Doenjangjjigae, and Dwaejigalbi again if they revisit Busan, indicating that they prefer general Korean food rather than Busan local food. The degree of satisfaction of Chinese tourists with Busan food was low and their response showed they were not satisfied with the prices and the amount of food served. Services (kindness, cleanliness) in Busan restaurants ranked high in the opinion of Chinese tourists. Of all the courses included in their tour of Busan, shopping for items received the highest score of satisfaction (44%), while food in Busan earned the lowest (10%). As regards intention to revisit Busan, 38% of the Chinese tourists answered yes, and 61% were unsure, and 1% was no. Our survey results indicate that restaurants in Busan city need to prepare food of choice for Chinese tourists and also make an effort to raise satisfaction on the cost and amounts of Busan foods.

• Journal of the Korean Institute of Landscape Architecture
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• v.37 no.3
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• pp.11-20
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• 2009

The purpose of this study is to analyze visitor preferences and the degree of service satisfaction for campsites and investigate factors that influence visitor satisfaction so that the study may provide proper data needed to build and operate campsites. The results are as follows. 1. It was found that men use campsites more frequently than women. Campsites are most often used by those in their thirties, the highest percentage out of all the age groups. Relaxation proved to be the main purpose for using campsites. It was also found that usually 2 to 4 people use a campsite at a time, the highest percentage as well. 2. The factor-analysis of 13 items related to campsite satisfaction can be divided into facilities, psychological factors, the surrounding-environment and access. 3. It was found that the satisfaction of lavatories has the most influence in the facilities factor. The satisfaction on the intention to revisit has the most influence in the psychological factor. The landscape element has the most influence in regards to the surrounding-environment and the guidance and sign system has the most influence in the access factor. 4. It was found that the factors that most influence overall satisfaction are facilities factor, psychological factors and the surrounding environment, in that order.

• Journal of the Korean Institute of Traditional Landscape Architecture
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• v.36 no.1
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• pp.67-77
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• 2018

This study investigated the recognition of Koreanesss, preference factors and the difference of recognition from adjacent Chinese and Japanese gardens for foreign visitors of Seoul gardens, a Korean traditional garden located within the Marzahn garden in Berlin, Germany. Overall, the Chinese garden and the Japanese garden were better known to most visitors than the Seoul garden due to their earlier construction. The awareness of the specialty to the Korean garden was at an average level indicating most visitors did not recognize the difference among the traditional gardens constructed from other countries. These less awareness on the Korean garden was because the traditional gardens of the three countries are located adjacent to the park in a continuous landscape with similar plant species created through natural planting techniques. This means the Korean garden is required for considering diversity and representativeness of planting species, uniqueness in space composition and recognition of Korean oriental garden culture in an initial design project stage. Visitors without prior information has better understanding on Korean garden and higher revisit intention resulting in increasing publicity and understanding of Korean traditional garden. Among the preference factors representing Koreaness of the Seoul gardens, the waterfall, stream, pavilion and natural stone within the water landscape were visitors favorite interests due to design concept with a representative Korean stream scenery of Dokrack-dang and Byeolseo garden resulting in differences from the landscape displaying technique for other oriental gardens. These stylistic differences in the dominant landscaping of garden architecture from surrounding the physical environments, the garden displaying technique derived from Korean natural landscape can be recognized as an unique garden element for foreign visitors.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.144-158
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• 2009

This study aims to provide the service quality which consumers want and basic data for improving their satisfaction by examining the difference among the quantity of cultural capital obtained from restaurant customers, the perception of service quality, and satisfaction. The results of the study are as follows. First, customer satisfaction is not much affected by how much cultural capital one has but by how much influence the cultural capital of parents or family has, or the institutionalized cultural capital. Second, the group that has more cultural capital objectives perceives tangibility, reliability and empathy lower than the one with less cultural capital in general while the group that has more cultural capital embodiments perceives tangibility and assurance higher than the one with less cultural capital; moreover, the group that has more cultural capital institutions perceives the service quality factor lower than the one with less cultural capital. Third, the higher the perception of the whole service quality is, the greater the satisfaction is. In this respect, it is required to offer the service to win customers' sympathy and trust as well as better external atmosphere. In addition, there should be continuous service training to foster employees' expertise and improve service quality, in order for restaurant customers to visit frequently with satisfaction and revisit intention.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.209-225
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• 2010

The main purposes of this study were to assess Asian travelers' perceptions of service quality provided by Korean restaurants and to identify the relationships among perceived quality, satisfaction, and behavioral intentions. The survey was administered during one-month period of January-February 2009, targeting tourists from China, Taiwan, and Japan who were visiting Korea through escorted tour packages offered by several Korean travel agencies. A total of 223 copies of the questionnaire were collected for the data analyses such as descriptive statistics, factor analysis, MANOVA, and multiple regression analysis using SPSS 12.0 program. The main results of this study were as follows: 1) The results of the gap analysis indicated that the service quality in several areas provided by the Korean restaurants did not meet the tourists' expectations; 2) The factor analysis identified four underlying dimensions of travelers' perceptions of overall service quality provided by Korean restaurants ("value and quality of foodservice", "menu choices", "service quality of employees", and "quality of surrounding area"); and 3) Through multiple regression analyses, three determinants ("value and quality of foodservice", "menu choices", and "service quality of employees") were found to have the greatest impact on tourists' satisfaction and behavioral intentions.