• 한국경영과학회지
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• 제41권1호
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.

• Asia pacific journal of information systems
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• 제33권3호
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• 한국컴퓨터정보학회논문지
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• 제15권7호
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• pp.125-134
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• 2010

온라인 커뮤니티는 단순히 정보교환, 친목도모의 차원을 넘어 기업의 수익창출에 영향력을 미치고 있으며 마케팅 수단으로서 그 중요성이 점차 증가되고 있다. 온라인 커뮤니티에 관한 기존 연구들 중 만족과 사용의도에 관한 연구를 살펴보면 만족에 영향을 주는 여러 요인이 있음에도 불구하고 개인의 특성 또는 커뮤니티의 목적과 내용에 관련된 특성에 한정하고 있다. 반면 온라인 커뮤니티가 제공하는 서비스의 품질을 파악하는 등 서비스 특성에 관한 연구는 찾아보기 어렵다. 본 연구는 온라인 커뮤니티의 성공에 영향을 미치는 요인을 파악하고자 서비스 품질 결정요인을 확립하고 온라인 커뮤니티에서 서비스 품질이 고객만족과 전환의도에 어떤 영향을 미치는지 알아보고자 한다. 독립변수는 Parasuraman, Zeithaml and Berry[1,2](이하 PZB)의 유형성, 신뢰성, 응답성, 확신성, 공감성 5개이며, 이를 온라인 커뮤니티의 서비스 품질 결정 요인으로 하여 비교 및 검토하였다. 분석은 온라인 커뮤니티 사용 경험이 있는 198명을 대상으로 설문조사를 통하여 이루어졌으며, 연구 결과, 고객만족에 영향을 주는 차원은 공감성, 유형성, 응답성으로 나타났고, 전환의도에 영향을 주는 차원은 공감성, 확신성으로 나타났다. 이 중 공감성은 고객만족과 전환의도에 모두 가장 큰 영향을 미치는 요인으로 드러났다. 이는 서비스 품질이 온라인 커뮤니티를 통한 고객 유지에 영향을 주는 변수일 뿐 아니라 소비자의 욕구를 제대로 이해하고 반영하는 등 주관적인 서비스 품질을 향상하는 것이 중요하다는 것을 의미한다.

• 유통과학연구
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• 제15권8호
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• pp.75-86
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• 2017

Purpose - The online-to-offline (O2O) business model has brought considerable changes to the traditional Chinese business model. The main difference between O2O and pure online consumption is that O2O offers a richer experience and word-of-mouth. it is easier to trigger online word-of-mouth. However, few scholars have been concerned about the impact of experiential value on customer satisfaction and online word-of-mouth (e-WOM) in the study of O2O. This study takes the O2O business model in China's catering industry as its research object and uses structural equation modelling to analyze the impact of online and offline experiential values on customer satisfaction and e-WOM. Research design, data, and methodology - According to previous researches, consumer experiential value is mainly divided into return on investment (economy and efficiency), service excellence, playfulness and aesthetics. According to the characteristics of O2O in China's catering industry, this study divides the online experience value into efficiency and economy (return on investment). The offline part is divided into return on investment (economy and efficiency), service excellence, playfulness and aesthetics. Using a web-based survey, we collected 303 valid samples. Structural equation modelling was used to create the research model. Results - The results show that efficiency (online) and service excellence (offline) have a significant effect on customer satisfaction. Economics (online) and playfulness (offline) have a positive impact on customers' e-WOM. In addition, the higher the customer satisfaction, the greater the positive impact on the spread by word of mouth. However, aesthetic(offline) and return on investment(offline) have no significant impact to customer satisfaction and e-WOM. Conclusions - The study findings show that the key to boost customer satisfaction in the catering industry is to improve product quality and service. Although traditional competitive strategies such as online discount have been questioned by many scholars about their decreasing effectiveness, they are indispensable means to attract online traffic and trigger e-WOM. The traditional enterprises can reconstruct traditional business processes through the O2O model to effectively improve customer satisfaction and word of mouth by improving the experiential value of economy and efficiency. Additionally, it can be used as the natural advantages of online communication to induce customers to engage in word of mouth and attract more potential customers.

• 한국IT서비스학회지
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• 제19권1호
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• pp.129-144
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• 2020

Recent advances in digital purchase platforms allow consumer to easy to access online purchase, but the online purchase systems often occurs a negative situations such as service failure. When customer experiences negative service, they want to communicate with the company online chatting service. But not much is known about how customers online chatting service's contextual cues effectiveness. So, the current research seeks to examine the effects of type of online chatting service interface and company market status on customers' perception of service quality and satisfaction with online chatting services. The results of two studies show that, when customer experienced negative online service, they expected to a high status (vs a low status) company had offered better service. but their service request are not met, customers perceive better service quality if served by a low status (vs high status) company represented by a logo (vs. an emoji). These findings will help marketing practitioners strategically how design their chatting service interface according to the their status when they communicate with customer who experienced negative service.

• 산경연구논집
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• 제12권4호
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• pp.7-13
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• 2021

Purpose: This study aims to empirically analyze the effects of user experience on satisfaction and repurchase in the online food market and to present implications. Online food markets have rapidly dominated the grocery market since their appearance, and online food purchases by middle and seniors as well as young people are increasing rapidly. Research design, data, and methodology: The survey was conducted on 268 consumers with experience in using online food markets, and the results of the survey were analyzed using SPSS statistical program to verify reliability and feasibility, and using structural equation modelling (SEM) using AMOS. This study positively analyzed the impact of satisfaction and repurchase intent by setting system quality, product quality, brand characteristics, and economics as user experience factors in online food markets. Results: The results showed that among online food market user experience factors, the quality of the product and brand characteristics have a significant impact on satisfaction. This means that consumers decide to purchase food through online food markets by considering high-quality products and brand value together. Conclusions: This study has broadened the horizon of recent research on online food market which has been rapidly increasing in the market triggered by Covid19, providing significant implications.

• Journal of Information Technology Applications and Management
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• 제16권4호
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• pp.185-203
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• 2009

The literature reveals that service quality is critical determinants affecting customer satisfaction in the retail industry. Recent online B2C studies also show that service quality significantly influences online customer satisfaction. However, research on analyzing antecedents to determine the service quality level of online shopping has not been sufficiently reported. Moreover, the offline synergy effect on the Internet shopping mall has been presented mostly at a conceptual level. The purpose of this study is to investigate key managerial variables exploiting offline synergy, including pure online attributes, that impact on service quality of the click and mortar Internet shopping mall. A survey was conducted for empirical validation of the hypotheses. The results indicate that core offline synergy factors significantly enhance the perceived service quality level of the Internet shopping mall. Implications, limitations, and future research directions are also discussed.

• Asia pacific journal of information systems
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• 제26권3호
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• pp.393-426
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• 2016

The qualities of the technological artifact of online shopping websites and the overall support delivered by the service provider through the website are generally agreed to be crucial elements in creating customer satisfaction and loyalty. However, a lack of consensus exists on how those qualities are related to each other, what they consist of, and how they can be conceptualized. Based on relevant literature and using a servicescape framework as a theoretical lens, we divide online shopping website qualities into information and system qualities and argue that both factors affect service quality. We conceptualize each of the three types of quality as a second-order formative construct comprising its most salient quality dimensions: information quality consisting of reliability, understandability, currency, and relevance; system quality consisting of usability, availability, and responsiveness; and service quality consisting of efficiency and fulfillment. Our model of how information, system, and service qualities are related to one another and to customer satisfaction and loyalty is then tested empirically with a data set of 570 online shopping customers. Our integrated model reconciles the seemingly contradictory conceptualizations of previous researchers and provides an effective way to create customer satisfaction and loyalty.

• 산업융합연구
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• 제10권1호
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• pp.1-12
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• 2012

The purpose of this study firstly shows the marketing current condition and features of large discount stores playing a big change role in the Korea domestic distribution market. Secondly, I will analyze the success factors of the online marketing. And then finally, I will derive implication regarding the using solution of the effective online marketing.

• 산경연구논집
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• 제9권7호
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• pp.61-70
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• 2018

Purpose - The purpose of this research is reflected on the rapid development of online tourism industries. The study was to establish the strategy for Korean tourism enterprises to develop tourist commodities suitable for Chinese tourists and attract them to visit Korea by the empirical analysis of the relation between repurchase intention of tourists and its premise variables (e-service quality, perceived value and satisfaction). Research design, data, and methodology - This research carried out a questionnaire survey on Chinese tourists who visited Korea with experience of using the online travel agency web sites. A total 398 answers were recovered, 41 of them were excluded due to the dishonest answers and 357 of them were finally analyzed. The data was analyzed with IBM SPSS AMOS 22.0. Results - The research results show that in the online travel agency web site e-service quality, convenience, interactivity, information validity, credibility had a positive impacts on perceived value and satisfaction. The perceived value of online travel agency website users has positive impart on satisfaction and repurchase intention. Satisfaction of online travel agency web site users have positive impacts on repurchase intention. But safety has no impact on perceived value while positive impacts on satisfaction was affected. Conclusions - First, in the online travel agency web site e-service quality, safety has no impact on perceived value while it was shown to have positive impacts on satisfaction because the users of online travel agency web sites believe that the protection of personal information, the defense of cracker and the safeguard of payment security are the basic premises of website operation. Although safety does not have impacts on perceived value, users benefits will suffer damage when hacker intrusion and other accidents occur so that online travel agency web sites should not ignore the security concerns. Second, credibility is a major concern for online travel agency web site users. At this time, it is necessary for the web site to establish a system to display both the commodity information and the using experience published on the user's SNS, thus improving the credibility of the website information.