• Title/Summary/Keyword: Quality loyalty model

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A Study on the Effect of Public Library Service Quality on User Satisfaction and User Loyalty according to Brady & Cronin's Three-Dimensional Service Quality Model (3차원 서비스품질 모형을 적용한 공공도서관 서비스품질이 이용자 만족도와 이용자 충성도에 미치는 영향)

  • Mi Ok Jeong
    • Journal of the Korean Society for Library and Information Science
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    • v.58 no.2
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    • pp.289-316
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    • 2024
  • This study aimed to develop and validate a research model to investigate how the service quality of public libraries, where a 3-dimensional service quality model was applied, impacts user satisfaction and loyalty. We collected 353 valid responses through a survey targeting public library users across 21 locations, considering various regional and library-specific characteristics. Our analysis revealed that physical environment quality (PQ), interaction quality (IQ), and outcome quality (OQ) of service quality influence user satisfaction (US). Additionally, outcome quality (OQ) of service quality impacts user loyalty (UL), and user satisfaction (US) affects user loyalty (UL). We also found that quality improvement is a leading factor for user satisfaction, user satisfaction is the primary factor of user loyalty, and the perception of service quality directly and indirectly affects user satisfaction and loyalty. We concluded that continuous research should be actively conducted to respond to the evolving needs of public library users.

An Empirical Analysis on Electronic - Store Success Model (전자상점의 성과모형에 관한 실증적 분석)

  • Yoon Cheol-Ho;Kim Sang-Hoon
    • Journal of the Korean Operations Research and Management Science Society
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    • v.29 no.3
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    • pp.23-39
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    • 2004
  • This paper focused on empirically testing the ESM(Electronic-Store Success Model). The model was developed by basing upon the ‘Updated D&M(DeLone and McLean) IS Success Model(2003)’ and reflecting the characteristics of marketing and e-business, and composed of the six dimensions including system quality, information quality, service quality, trust, customer loyalty and financial performance. The research model consisting of five dimensions, excluding financial performance, was proposed and empirically verified by structural equation model with respect to data from 224 customers on 69 Electronic-Stores. The results show that system quality and information quality significantly influence service quality, and that service quality also significantly influence trust and customer loyalty, and that trust has significant influence on customer loyalty.

Dual Path Model in Store Loyalty of Discount Store (대형마트 충성도의 이중경로모형)

  • Ji, Seong-Goo;Lee, Ihn-Goo
    • Journal of Distribution Research
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    • v.15 no.1
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    • pp.1-24
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    • 2010
  • I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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The Relationships among Service Quality and e-Marketing with Trust and Loyalty to Brands of Mobile Telephone Operators in Kosovo

  • UKAJ, Fatos;MULLATAHIRI, Vjosa
    • Journal of Distribution Science
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    • v.17 no.10
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    • pp.27-39
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    • 2019
  • Purpose - This study explores the relationships between e-Marketing and perceived service quality with brand trust and loyalty towards the brand of mobile telephone operators in Kosovo. Research design, data, and methodology - The conceptual model of four constructs was developed, while each construct consisted of the set of variables measured by using five-point Likert scale. The primary data was collected via an online survey through SurveyMonkey, distributed via Facebook and email. The collected data were cleaned, validated and tested for its consistency through Cronbach's Alpha; ensured that five assumptions of multiple linear regression are met. To assess the relationships between outcome variable and dependent variables of the model, performed the bivariate correlation, simple, multiple linear and hierarchical regression. Results - Perceived service quality has a positive significant effect on brand trust and loyalty. e-Marketing presents moderating direct effect on brand loyalty, and slightly higher effect through brand trust of the mobile telephone operators in Kosovo. Conclusions - The perceived service quality and brand trust are key determinants in achieving brand loyalty in telecommunication industry, followed by e-Marketing as means to creating expectations, delivering on promise to meet customers' perceptions for service quality with a purpose of building trust, that leads to loyalty towards the brands of mobile operators in Kosovo.

Effective Marketing Proposals Enhancing Customer Loyalty

  • Chen, Tser-Yieth;Hsu, Hsin-Swai
    • Journal of Distribution Science
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    • v.12 no.5
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    • pp.5-13
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    • 2014
  • Purpose - We seek feasible strategies to draw customers into a state of attitudinal/behavioral loyalty through perceived quality and perceived risk in the experienced food industry. Research design, data, and methodology - We utilize the LISREL model to examine the cause and effect relationships between customer loyalty, perceived quality, perceived risk, and three marketing proposals (brand image, store image, and promotion). We employed the quota sampling method to conduct the survey questionnaires, collecting365 effective customer samples in coffee shops/stores in Taipei City. Results - We find that store image substantially benefits consumer loyalty through perceived quality. Marketing managers can enhance store environment and atmosphere to elicit both attitudinal and behavioral aspects of customer-perceived quality and loyalty. Conclusions - This is the first paper to investigate simultaneously customer loyalty across brand image, store image, and promotion/marketing proposals in the food industry. Managers can promote brand image and store image at the same time to enhance customer-perceived quality.

The Structural Relationships between Interactivity, Identification, Relationship Quality, and Loyalty of e-Brand in Internet Site (인터넷사이트에서 e-브랜드의 상호작용성, 일체감, 관계품질과 충성도에 관한 구조적 관계)

  • Lee, Yong-Ki;Lee, Jung-Ran;Yoo, Dong-Keun
    • Asia pacific journal of information systems
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    • v.15 no.4
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    • pp.1-26
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    • 2005
  • This study was to identify the concepts and dimensions of interactivity and to examine the effect of interactivity on identification, relationship quality, and loyalty of e-brand in Internet sites using structural equation model(SEM). For these purposes, the authors developed several hypotheses. The results are as follows. First, control is not associated with identification, but is positively associated with relationship quality. Second, two-way communication is not associated with identification and relationship quality. Third, responsiveness is associated with identification and relationship quality. Fourth, identification is associated with relationship quality. Fifth, identification is not associated with loyalty, while relationship quality is associated loyalty. This means that identification and relationship quality play the partial mediating roles in the relationship between interactivity and loyalty. At the end of this paper, managerial implications, limitations, and future research directions were suggested.

Effect of Difference Education Quality on Student Satisfaction and Student Loyalty (차별적인 교육품질이 학생만족과 학생 충성도에 미치는 영향)

  • Kim, Gye-Soo
    • Journal of Korean Society for Quality Management
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    • v.41 no.1
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    • pp.53-68
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    • 2013
  • Purpose: The paper presents research that examine relationship difference education quality, satisfaction, loyalty in university education sector. Specifically, the effects of difference education quality on student satisfaction and loyalty in the context of education quality are examined. Methods: A model of difference education quality effect on student satisfaction and loyalty is introduced and tested in the university using student perceptions of provider. Questionnaire was developed, and data was collected and analyzed for this study with SEM(Structural Equation Modeling). Results: The results are as follows: Education capability, BNIE(Business Newspaper In Education) are significantly influenced on student satisfaction. In addition, student satisfaction is significantly influence on external customer satisfaction, professor image. Professor image is significantly influence on student loyalty. Conclusion: Upon learning of student need and want, professor can focus on development of difference education quality based on student need and want.

Study on the casual relationship between customer satisfaction and customer loyalty in high-speed Internet service market (초고속 인터넷 시장에서의 고객 만족과 고객 로열티간 관계 분석)

  • 김민정;김찬규;박영준
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2003.11a
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    • pp.67-70
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    • 2003
  • This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.

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The empirical study on e-learning quality and its relevant constructs (이러닝 품질과 관련 변인에 대한 실증연구)

  • Lee, Misook
    • Journal of Korean Society for Quality Management
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    • v.45 no.4
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    • pp.917-932
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    • 2017
  • Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.

A Study on the Effect of Mediating Roles on Attractiveness of Alternatives on the Relationship between the Quality of Beauty Service and the Service Loyalty (미용서비스품질과 서비스충성도간 관계에서 대안매력도의 조절효과)

  • Lee, You Mi;Rhee, Nan Hee
    • Journal of Fashion Business
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    • v.20 no.1
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    • pp.173-190
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    • 2016
  • The purpose of this study was to investigate the mediating roles of relationship quality, satisfaction and trust, and switching cost during the process of the effects of service quality in the beauty industry. Assuming the attractiveness of alternatives of such structural relations may differ between paths of groups, effects of influence on the relation of each composition concept were investigated. This study adopted a three-dimensional model of service quality, "process quality", "outcome quality", and "environment quality." Amos was used to analyze the research hypotheses and the proposed model. The result of the study suggests that service quality positively influences relationship quality, and relationship quality yields service loyalty. The results also indicates that relationship quality positively influences switching cost and switching cost positively influences service loyalty. Each service quality dimension had a significant effect on satisfaction, trust, and the relative importance of service quality dimensions on satisfaction; trust followed the order of process quality, outcome quality, and environment quality. The moderating variable such as the alternatives' attractiveness is found to be important moderators of the path of the model.