• 유통과학연구
• /
• 제14권8호
• /
• pp.67-75
• /
• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• The Journal of Asian Finance, Economics and Business
• /
• 제7권8호
• /
• pp.395-405
• /
• 2020

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking - reliability, responsiveness, service capacity, empathy and tangibility - have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

• 한국항공운항학회지
• /
• 제25권4호
• /
• pp.101-110
• /
• 2017

This research identifies the relation between the quality of cabin service(personnel and material services) in Korean low-cost airlines and resulting customer satisfaction and loyalty. Its aim is to provide low-cost airlines' international flights with basic information when building strategies, and to suggest a strategic implication for an original and competitive cabin service policy that can enhance customer retention. As a result of the analysis, first, hypothesis 1 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was all valid. Moreover, it was coherent with the results of previous researches. Second, hypothesis 2 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was also valid and coherent with previous studies. Third, hypothesis 3 on relation between customer satisfaction and loyalty was valid and coherent with existing studies. Consequently, this research suggests that in order to achieve the continuous retention of loyal customers through customer satisfaction, the quality of personnel and material service has to be considered primarily. In addition to that, this research also suggests that the original and competitive service marketing of low-cost airline is necessary for an airline to continue its profit-making.

• 한국의류학회지
• /
• 제32권8호
• /
• pp.1299-1308
• /
• 2008

Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.

• 유통과학연구
• /
• 제21권3호
• /
• pp.13-23
• /
• 2023

Purpose: Low-Cost Carrier airlines attempt to provide the best service for their customers. However, the pandemic has forced airline companies to keep developing new strategies. Moreover, in this digital era, airlines must intensely market their service through social media to reach as many customers as possible. This research aims to study the impact of advertisements on Instagram and the customer experience concerning customer loyalty and satisfaction in the aviation industry. Research design, data, and methodology: This study uses a quantitative explanatory with the combination of the positivism paradigm. The data collection technique is by distributing questionnaires to related airline Instagram followers. Meanwhile, the sample calculation uses using the Slovin formula in which 414 respondents are gained. The collected data is analyzed with Structural Equation Model and using Smart-PLS software. Results: The study results indicate that advertising on Instagram and customer experience significantly positively affect customer satisfaction and loyalty. In addition, the variable customer satisfaction has a significant positive on customer loyalty. Conclusions: The study results indicate that the ease of obtaining information via Instagram can affect satisfaction and will increase when customers have made a flight so that they will become loyal customers.

• 마케팅과학연구
• /
• 제20권3호
• /
• pp.269-277
• /
• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• 한국산학기술학회논문지
• /
• 제16권7호
• /
• pp.4641-4650
• /
• 2015

본 연구는 지방의료원의 고객세분화를 통하여 향후 전문화된 의료기관으로 진료전문성을 강화하여 경쟁력을 확보할 수 있는 진료전문화 전략을 제시하는데 목적이 있다. 조사기간은 2013년 1월부터 12월까지 입원한 환자 26,658명을 연구대상을 선정하였다. 분석방법은 군집분석과 의사결정나무분석을 이용하였다. 결론을 보면, 성별은 여자, 연령은 60세 이상, 질환별로는 근 골격계 및 결합조직의 질환이 충성고객으로 선정되었다. 이들은 지방의료원의 고객관리측면에서 향후 구전의 효과가 높은 고객 군으로 금전적인 소비규모가 높은 점을 고려하여 이들에게 제공된 의료서비스에 대한 모니터링과 커뮤니케이션을 통해 지속적인 관계를 유지하는 것이 중요하다. 앞으로 전문 분야의 전문의와 전문적 시설 확보 등의 적합한 조직구조와 환경을 갖추는 것이 중요하며, 지역 내 개원의, 유관기관간의 전략적 제휴 통한 진료협력 및 의뢰, 의료서비스 범위의 집중화가 필요하다.

• 간호행정학회지
• /
• 제21권3호
• /
• pp.317-326
• /
• 2015

Purpose: The purpose of this study was to identify factors related to the loyalty of Chinese customers who use Korean medical and tourism services. Methods: Participants were 158 Chinese who visited plastic surgery clinics in Korea. Data were analyzed using descriptive statistics, One-way ANOVA, $Scheff{{\acute{e}}$ test, Pearson Correlation and Hierachical Multiple Regression. Results: Medical service quality, tourism service quality and medical and service satisfaction were positively correlated with customer loyalty. Medical service quality and medical and tourism service satisfaction had significant influence on customer loyalty. The explained variance for customer loyalty was 84.9%. Conclusion: These results suggest the need to improve the tourism service and medical and tourism service satisfaction to retain loyal customers.

• 한국경영과학회지
• /
• 제32권1호
• /
• pp.105-124
• /
• 2007

CRM (Customer Relationship Management) becomes a crucial paradigm as the environment of the market changes. About the CRM actively maintaining and managing customers that have been already acquired, the research has been done as a plan to lure loyal customers who bring lucrative profits in the long term for the company in order to increase the value to the customers. However, in practice, the focus is on putting spurs to attracting new customers in a short term rather than retaining existing customers who give profitable revenues. If the company puts high emphasis on drawing the new customers, in a CRM's point of view in relation to the value of the customers, it can incur a loss in the long run. The reason is that if the firm conducts discriminative sales promotion, the existing clients with high loyalty will feel relatively treated inappropriately and they will have negative feelings such as being betrayed from the company they prefer. This occurrence of negative emotion can in-crease the possibility of highly profitable clients' secession. In consequence, this paper focusing on the process of the client segmentation at the mobile telecommunication services shows that the sales promotion strategy for the new customer attraction can lead to negative effect on the loyalty of the existing customers.

• 간호행정학회지
• /
• 제17권4호
• /
• pp.516-523
• /
• 2011

Purpose: The purpose of this study was to examine the causal relationships of perceived risk, satisfaction, switching cost and loyalty in outpatient health services. Method: A survey using a structured questionnaire was conducted with 393 hospital outpatients. The analysis of data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for structural equation model. Results: The causal model yielded Chi-square=31.44 (p=<.001), df=4, GFI=.98, AGFI=.87, CFI=.97, RMSR=.04, NFI=.96, IFI=.97 and showed relatively good fit indices. Perceived risk had a significant direct effect on customer satisfaction. Customer satisfaction, financial switching cost and relational switching cost had significant direct effects on customer loyalty. Perceived risk and customer satisfaction had significant indirect effects on customer loyalty. Conclusion: These results suggest that we should decrease the perceived risk and improve the customer satisfaction and switching cost to retain loyal customers. Further study with both a larger sample from various hospitals and a longitudinal design is necessary.