• Journal of Global Scholars of Marketing Science
• /
• v.19 no.4
• /
• pp.1-10
• /
• 2009

The purpose of this study was to categorize the gap between coffee shop 'importance' (as perceived by customers before patronizing the coffee shop) and 'satisfaction' (perception of customers after patronizing the coffee shop) as positive or negative and to analyze the effect of these gaps on purchasing behavior. To do this, I used the gap between importance and satisfaction regarding the choice of a coffee shop as the explanatory variable and performed an empirical analysis of the direction and size of the effect of the gap on purchasing behavior (overall satisfaction, willingness-to-revisit) by applying the Ordered Probit Model (OPM). A previous study that used IPA to evaluate the effects of gaps estimated the direction and size of a quadrant but failed to analyze the effect of gaps on customers. In this study, I evaluated the effects of positive and negative gaps on customer satisfaction and willingness-to-revisit. Using OPM, I quantified the effect of positive and negative gaps on overall customer satisfaction and willingness-to-revisit. Per-head expenditure, frequency of visits, and coffee-purchasing place had the most positive effects on overall customer satisfaction. Frequency of visits, followed by per-head expenditure and then coffee-purchasing place, had the most positive impact on willingness-to-visit. Thus per-head expenditure and frequency of visits had the greatest positive effects on overall satisfaction and willingness-to-revisit. This finding implies that the higher the actual satisfaction (gap) of customers who spend KRW5,000 or more once or more per week at coffee shops is, the higher their overall satisfaction and willingness-to-revisit are. Despite the fact that economical efficiency had a significant effect on overall satisfaction and willingness-to-revisit, college and university students still use coffee shops and are willing to spend KRW5,000 because they do not only purchase coffee as a product itself, but use the coffee shop for other activities, such as working, meeting friends, or relaxing. College and university students also access the Internet in coffee shops via personal laptops, watch movies, and study; thus, coffee shops should provide their customers with the appropriate facilities and services. The fact that a positive gap for coffee shop brand had a positive effect on willingness-to-revisit implies that the higher the level of customer satisfaction, the greater the willingness-to-revisit. A negative gap for this factor, on the other hand, implies that the lower the level of customer satisfaction, the lower the willingness-to-revisit. Thus, the brand factor has a comparatively greater effect on satisfaction than the other factors evaluated in this study. Given that the domestic coffee culture is becoming more upscale and college/university students are sensitive to this trend, students are attentive to brands. In most upscale coffee shops in Korea, the outer wall is built out of glass that can be opened, the interiors are exotic with an open kitchen. These upscale coffee shops function as landmarks and match the taste of college/university students. Coffee shops in Korea have become a cultural brand. To make customers feel that coffee shops are upscale, good quality establishments and measures to provide better services in terms of brand factor should be instituted. The intensified competition among coffee shop brands in Korea as a result of the booming industry indicates that provision of additional services is needed to differentiate competitors. These customers can also use a scanner free of charge. Another strategy that can be used to boost brands could be to provide and operate a seminar room for seminars and group study. If coffee shops adopt these types of strategies, college/university students would be more likely to consider the expenses they incur worthwhile and, subsequently, they would be more likely to be satisfied with the brands of these coffee shops, with an associated increase in their willingness-to-revisit. Gender and study year had the most negative effects on overall satisfaction and willingness-to-revisit. Female students were more likely to be satisfied and be willing to return than male students, and third and fourth-year students were more likely to be satisfied and willing-to-return than first or second-year students. Students who drink coffee, read books, and use laptops alone at coffee shops are easily noticeable. High-grade students tend to visit coffee shops alone in order to use their time efficiently for self-development and to find jobs. The economical efficiency factor had the greatest effect on overall satisfaction and willingness-to-revisit in terms of a positive gap. The higher the actual satisfaction (gap) of students with the price of the coffee, the greater their overall satisfaction and willingness-to-revisit. Economical efficiency with a negative gap had a negative effect on willingness-to-revisit, which implies that a less negative gap will result in a greater willingness-to-revisit. Amid worsening market conditions, coffee shops located around colleges/universities are using strategies, such as a point or membership card, strategic alliances with credit-card companies, development of a set menu or seasonal menu, and free coffee-shot services to increase their competitive edge. Product power also had a negative effect in terms of a negative gap, which indicates that a higher negative gap will result in a lower willingness-to-revisit. Because there are many more customers that enjoy coffee in this decade, as compared to previous decades, the new generation of customers, namely college/university students, want various menu items in addition to coffee, and coffee shops should, therefore, add side menu items, such as waffles, rice cakes, cakes, sandwiches, and salads. For example, Starbucks Korea is making efforts to enhance product power by selling rice cakes flavored in strawberry, wormwood, and pumpkin, and providing coffee or cream free of charge. In summary, coffee shops should focus on increasing their economical efficiency, brand, and product power to enhance the satisfaction of college/university students. Because shops adjacent to colleges or universities enjoy a locational advantage, providing differentiated services in terms of economical efficiency, brand, and product power, is likely to increase customer satisfaction and return visits. Coffee shop brands should, therefore, be innovative and embrace change to meet their customers' desires. Because this study only targeted college/university students in Seoul, comparative studies targeting diverse regions and age groups are required to generalize the findings and recommendations of this study.

• Korean Journal of Environment and Ecology
• /
• v.33 no.4
• /
• pp.462-471
• /
• 2019

The purpose of this study is to analyze the difference between local residents and tourist groups in the relationship between the motivation for visiting and the satisfaction of Chung Nam Dae which is the leading tourist attraction in the Chungbuk region. We obtained 200 validated samples each of the local residents in Chungcheongbuk-do Province and the tourists from outside of Chungcheongbuk-do Province with experience of visiting Cheongnamdae through the survey using the questionnaire organized through literature research. The analysis result showed that the relationship between motivation and satisfaction varied depending on the overall sample, local residents, and tourist and that the natural relaxation and convenience had a positive impact on satisfaction in all groups. There was a difference in the influence between motivation and satisfaction between the two groups. Four motivational factors, including natural relaxation, convenience, historicity, and relationship had the significant influence on satisfaction for the local residents while two motivational factors, including natural relaxation and convenience, had the significant influence on satisfaction for the tourists. Based on the results of the study, we presented the theoretical and practical implications and suggested follow-up studies.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.10 no.12
• /
• pp.3815-3823
• /
• 2009

As a critical element for success of community based tourism, festivals and special events play a significant role in enticing visitors from outside of the host community. More importantly, festivals and events contribute to improve the life quality for both hosts and guests. The purpose of this study is to develop a market segmentation strategy based on the perceived festival impacts among visitors to Poonggi Ginseng Festival so that each segment can be treated and communicated with separatedly for utmost visiting satisfaction. In this study, two market segments based on visitors' socio-cultural and environmental evaluation of the festival were identified, namely high appraisal group and low appraisal group. Two groups contrast sharply in terms of their behavioral patterns and perceived value and overall satisfaction. Practical marketing strategies are suggested accordingly.

• Korean Business Review
• /
• v.22 no.1
• /
• pp.139-156
• /
• 2009

This article investigates the relationships between motivation and revisit intention of visitors to Gangneung Danoje Festival as cultural festival with social demand. Out of 550 questionnaires distributed, a total of 514 usable questionnaires were collected. The hypothesized causal model was tested by logit model, which included satisfaction model to each program as well as overall satisfaction model to cultural festival. Model 1 is constructed with satisfaction and revisit intention to each program, and Model 2 with overall satisfaction and revisit intention to cultural festival. In this models causal variables were inputted including satisfaction to festival programs, frequency of visitation, days of stay, time required to destination. In Model 1 positive sign were shown by causal variables as satisfaction to each program, frequency of visitation, days of stay but negative signs was shown by time required to festival place. In Model 2 sign directions of causal variables were same in Model 1. In comparison, Model 2 is more significant than Model 1 on the basis of statistical theory as significance level and coefficient of determination. Consequently, cultural festival managers should test the satisfaction level of visitors to each program of cultural festival and make efforts to establish advanced program in order to attract more visitors.

• Korean Journal of Environment and Ecology
• /
• v.19 no.2
• /
• pp.144-149
• /
• 2005

The purpose of this study was to provide basic visitor information for developing effective park management strategies. To accomplish the purpose of this study, a questionnaire survey was carried out in major entry points in Woulaksan National Park. As for the results, socioeconomic characteristics of the visitors parks were similar to the findings of previous studies of national park visitors. Visitors' overall attitudes to national park use were preservation-oriented and significance levels of 18 management- related attributes were perceived as from normal to not serious. Visitors' recreation satisfaction levels with the area was relatively high.

• Journal of the Korean Society of Food Culture
• /
• v.24 no.6
• /
• pp.655-665
• /
• 2009

Coupled with the international expansion of Korean culture in recent years, a number of restaurants from Korea have been trying to tap into the global market place. The purpose of this study was to identify the characteristics of non-Korean patrons in Korean Restaurants in New-york city. The survey was conducted at six popular Korean restaurants, all of which had been recognized in the Zagat Survey in recent years, located in prime business districts in Manhattan. The data collected from the six local Korean restaurants that participated in this study were qualitatively and quantitatively analyzed. After employing individual in-depth interviews with restaurant operators, a qualitative analysis identified demographic characteristics, Socioeconomic characteristics and segmentation of restaurant operation. Self-administrated survey questionnaires were used to acquire quantitative data. Primary data were collected from non-Korean patrons at the six participating Korean restaurants in New York City in 2008 (N=245). The patrons who answered the survey indicated that they were highly satisfied with the 'Food'; however, they were not satisfied with the 'Beverage' and 'Value'. In addition, older patrons (55<) were not as content with the 'Food' as the younger patrons. The most influential satisfaction variable that affected a patron's intention to revisit the Korean restaurant was 'Food' and 'Overall experience'. This study findings will help Korean restaurant operators and marketers better understand their patrons and formulate strategies to cater and target segments more effectively.

• The Journal of the Korea Contents Association
• /
• v.16 no.9
• /
• pp.560-568
• /
• 2016

In Korea, management support has been given at the government level for activities to attract foreign patients. China and Russia ranked on top of the lists for in-bound medical tourists. The purpose of this study is to examine the experiences of medical tourists in Korea, the demand for information, and the level of satisfaction regarding their experiences. 100 cases of medical tourists from China and Russia were collected through the mail survey. While Chinese used beauty, skin-care related products, Russian experienced the grocery shopping and wellness related services. Most patients from both nationalities experienced the traditional food in Korea and wanted to know about beauty products. Chinese wanted to get more information about Korean traditional food Russian. Finally, Russian showed higher overall satisfaction scores than Chinese respondents. If we reflect these results as a contents, it can be useful to attract foreign patients.

• Journal of the Korea Society of Computer and Information
• /
• v.19 no.5
• /
• pp.99-107
• /
• 2014

In the past decade, Pine & Gilmore set out the vision for a new economic era, the experience economy, in which consumers are in search for extraordinary and memorable experiences. The purpose of this study is to investigate the relationships among walking tourist's experiences, walking tourist satisfaction and revisit intention as the social interest on walking tour has risen. A total of 250 respondents completed a survey. Using structural equation modeling (SEM) technique, the results reveal the effects of Esthetics(indulged in environments) and Escapism(diverging to a new self) that impact on walking tourist satisfaction and on revisit intention indirectly. Overall, finding of this study enhance the theoretical progress on the experiential concept in walking tour and offer important implication for walking tour marketers.

• Journal of the East Asian Society of Dietary Life
• /
• v.20 no.6
• /
• pp.975-986
• /
• 2010

College students represent a substantial market for fast food restaurant companies. In this sense, this research aims (1) to identify the attributes that influence college students' fast food restaurant selection, (2) to analyze how fast food restaurants perform with regards to those attributes using importance-performance analysis, and (3) to examine which attributes influence college students' satisfaction in a fast food restaurant context. Based on a literature review, 13 attributes that influence college students' fast food restaurant selection were derived. Then, using importance-performance analysis, it was found that among the 13 attributes, college students highly considered seven of them. Additionally, data analysis indicated that, currently, fast food companies perform well with regards to these seven attributes. More importantly, according to multiple regression analysis, among the seven attributes, value-related attributes (price, speed, location, and friendliness) were significantly related to college students' overall satisfaction.

• The Korean Journal of Food And Nutrition
• /
• v.26 no.1
• /
• pp.51-59
• /
• 2013

This study aims to understand college students customer's preference and the difference of coffee grade by comparing the result of Q-grader, who was trained professionally and received certification for a sensory evaluation of coffee grade. The results of the chemical analysis of raw coffee and coffee berry show that those of specialty grade had slightly higher, but not significant, water content. Further, the pH of specialty grade coffee was high in coffee beans and after roasting, the commercial grade became high. There was no significant difference between the specialty degree and commercial degree in color before and after roasting. In this study, the panels for the sensory evaluation included 24 university students. The preference of evaluation items of sensory evaluation consist of aroma, acidity, bitterness, astringency, aftertaste, and overall satisfaction. Items for the strength evaluation consist of aroma, acidity and bitterness. The sensory evaluation was expressed by applying a 5 point Likert scale (1: extremely low~5: extremely high). In the sensory evaluation, it was evaluated that specialty grade coffee had strong acidity and commercial grade coffee was strongly bitter. The result of the sensory evaluation shows that female students are sensitive to coffee taste. In the analysis of frequent visit to coffee shop, the not-frequently-use-group rated that specialty grade coffee with higher overall satisfaction than commercial grade coffee in factors such as aroma and acidity. The group which did not prefer Americano coffee rated that specialty grade was higher than commercial grade in all factors except aroma, of which the result is similar to the cupping test.