• Journal of the Korea Society of Computer and Information
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• v.23 no.9
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• pp.123-132
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• 2018

This study presents perceived reputation, perceived quality, perceived assurance of online shopping malls as the attributes factors of online shopping malls and identifies the impact of perceived online shopping mall attributes on trust, involvement and purchasing intention. Also we analyzed whether trust on online shopping mall affect involvement and purchasing intention, and whether involvement on online shopping mall affect purchasing intention. The results show that perceived quality, perceived assurance of online shopping malls influence positively on trust, but perceived reputation does not. Second, perceived reputation, perceived quality, perceived assurance of online shopping malls doesn't influence positively on involvement. Third, perceived quality, perceived assurance of online shopping malls influence positively on purchasing intention, but perceived reputation does not. Forth, trust on online shopping mall influence positively on involvement and purchasing intention. Fifth, involvement on online shopping mall influence positively on purchasing intention.

• The Journal of Industrial Distribution & Business
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• v.10 no.4
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• pp.67-76
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• 2019

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk → reputation → customer satisfaction, but also the quality of service quality → reputation → customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers.

• Journal of the Korean Society of Clothing and Textiles
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• v.36 no.5
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• pp.523-533
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• 2012

Website reputation is a key criteria for searches related to fashion product information and purchases. The greater the reputation of a website, then the greater the sense of community among its members; in addition, a stronger positive attitude towards the products influence subsequent purchases or WOM intention. This study reveals the influence website reputation and a sense of community for the WOM effect in regards to fashion products according to the type of the online shopping mall. The findings of this study are as follows. First, an increased website reputation produces a higher sense of community and perceived usefulness for WOM. The effect of the WOM was greater as the perceived usefulness of WOM increased. Second, the perceived usefulness of WOM had the greatest effect on the WOM effect. The reputation of a website had only an indirect effect on the WOM effect through the sense of community and the perceived usefulness of WOM. Third, the comprehensive mall had a greater reputation, but the WOM effect was greater with the fashion specialty mall. About the influence on the WOM effect, in the comprehensive mall the sense of community was more powerful than reputation of the website. In the fashion specialty mall the reputation of the website was more powerful than the sense of community.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.123-133
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• 2021

The purpose of this study was to analyze the influence of product quality factors, product risk, company reputation, and service quality on the purchase intention of insurance policies by customers in Indonesia. The variables in this study are product quality, service quality, company reputation, perceived risk, and purchase intention. This study uses a quantitative approach. Primary data were obtained from 154 respondents. Data processing and model testing use the Structural Equation Modeling procedure with Lisrel 8.80. At the significance level of 0.05, the research found that product quality had a positive and significant effect on purchase intention; product quality had a positive and significant effect on company reputation; product quality had a positive and significant effect on perceived risk perception; company reputation had a positive and significant effect on purchase intention; company reputation has a positive and insignificant effect on service quality; product quality has a positive, but non-significant effect on service quality; service quality has a positive and significant effect on purchase intention; perceived risk has a negative and significant effect on purchase intention; perceived risk has a positive and significant impact on service quality; and perceived risk has a positive and significant effect on company reputation.

• The Korean Journal of Franchise Management
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• v.14 no.4
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• pp.67-83
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• 2023

Purpose: The beauty market is growing rapidly and becoming more competitive as new shops enter the market and offer similar products and services. The way for industries such as beauty shops to succeed in market competition is to understand customer needs and provide a marketing mix appropriate for those needs. Research design, data, and methodology: The survey was conducted for a total of 4 days from October 4 to October 7, 2023, and a total of 2,431 copies were distributed and 463 copies were returned. Excluding 2 copies with insincere responses, 461 copies were used for analysis. The data were analyzed with SPSS 25.0 and SamrtPLS 4.0. Result: Product, price, promotion, people, and physical evidence influence perceived value, but place and process didn't. Product, process, and physical evidence influence reputation, but price, location, promotion, and people didn't. Perceived value influences revisit intention but did not reputation. Reputation influences revisit intention. Conclusions: First, beauty shops must develop beauty services that can satisfy customers' needs. Second, beauty shops must continue to invest in external facilities and interior design. Third, intangible service processes can help the beauty shop's reputation. Fourth, beauty shops need to maintain a balance between price and perceived value so that customers can be satisfied with the service experience.

• Journal of Digital Convergence
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• v.18 no.3
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• pp.71-81
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• 2020

This study the effects of cosmetic product manufacturing and sales companies and manufacturing companies' reputation and product types to the customers on the perceived product quality. For this study purpose, the experiments were conducted targeting 8 groups using 2 × 2 × 2 factor design. Regarding the study results, first, the manufacturing and sales companies and manufacturing companies with higher reputation showed higher perceived product quality than the companies with lower reputation. Second, the reputation of manufacturing and sales companies and manufacturing companies was identified to have interactive effects on perceived product quality. Third, manufacturing and sales companies and product types have interactive effects on perceived product quality. Finally, manufacturing companies and product types have interactive effects on perceived product quality. This study results can provide valuable information for product manufacturing for manufacturing companies and marketing strategy planning for manufacturing and sales companies.

• Journal of Distribution Science
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• v.13 no.5
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• pp.15-22
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• 2015

Purpose - Transparency, seller reputation, and website security are considered to be important factors that influence online customer purchasing decisions in China. This paper empirically examines the relative influence of Taobao.com on customers' online purchasing decisions. Research design, data, and methodology - We perform structural equation analysis, with a sample of 306 observations. The data comes from consumers' real transaction experiences from a specific website. This gives the results of our study more generalizability than studies using subjects who are not asked to engage in real transactions. Results - The results of this study reveal that perceived security and perceived reputation are critical factors affecting consumer trust and perceived transparency is most closely associated with purchase intention. Conclusions - The findings suggest that perceived transparency plays a significant role in increasing online consumer's purchase intention. The knowledge of the relative impacts of these factors and their roles in the customer transaction experience will be useful in developing customized sales strategies. The results of this study reveal that perceived transparency exerts a stronger effect than perceived reputation on consumer purchase intentions.

• Journal of Distribution Science
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• v.14 no.9
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• pp.111-120
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• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1193-1204
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• 2021

This paper aims to examine the main factors that influence the adoption of Islamic banking services in Indonesia. This research collects primary data by distributing questionnaires to 550 respondents in 29 provinces in Indonesia. A total of 550 questionnaires were returned comprising 34.2 percent male respondents and 65.8 percent female respondents. Most of the respondents were in the age group of 21-30 years with the highest level of education being high school. Most of the respondents were working in private firms, with a monthly expenditure of IDR 2,500,000. The independent variables in this study are bank reputation, perceived complexity, perceived compatibility, perceived risk, relative advantage, religiosity, and social influence. Meanwhile, the dependent variable is customer interest in adopting Islamic banking services. The result of this study indicates that awareness and perceived compatibility have a positive effect on customer intention to adopt Islamic banking services. Likewise, religiosity and social influence also have a significant and positive effect on customer intention to adopt Islamic banking services. Meanwhile, bank reputation and perceived complexity have no effect on customer intention to adopt Islamic banking services. Lastly, perceived risk has a negative and significant effect on customer intention of adopting Islamic banking services in Indonesia.

• The Research Journal of the Costume Culture
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• v.10 no.4
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• pp.350-363
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• 2002

The purposes of this study were 1) to examine the conceptual structure of outcome quality and process quality of beauty service, 2) to investigate the relationships among beauty service quality, consumer satisfaction, word-of-mouth reputation and perceived risk, and 3) to find out the effects of related variables on consumer satisfaction. The questionnaire was developed based on pretest and previous studies, and completed by 435 female consumers that experienced beauty service during about one month in Busan. First, factor analysis showed that the process quality of beauty services consisted of four factors, such as Employee Service, Physical Service, Time-saving Service, and Economic Service. And the outcome service quality consisted of two factors, such as Socio-psychological service, Functional service. Second, the higher word-of-mouth reputation and the lower perceived risk were the higher perceived beauty service quality and the more satisfied with service. Third, the process quality of beauty service, word-of-mouth reputation, socio-psychological service quality effected on consumer satisfaction. Especially, the employee service was very important on consumer satisfaction.