• Title/Summary/Keyword: Relationship Trust

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The Effects of Service's Characteristics on Service Performance by Mediating Service Relationship Quality in Specialty Hospitals (전문병원의 서비스특성이 서비스관계품질을 매개로 서비스성과에 미치는 영향)

  • Cho, Hyoungrae;Choi, Chul-Jae
    • Korea Journal of Hospital Management
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    • v.22 no.3
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    • pp.88-104
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    • 2017
  • The purpose of this study explains how service characteristics such as service competence, service customization, interpersonal communication and image affect service trust and affective commitments and how service trust, affective commitment play a role in affecting risk-taking and service loyalty in specialty hospital. and then confirm the mediating role of relationship quality components such as service trust and affective commitment in the above path relation. For this purpose, the research hypothesis was verified by structural equation model analysis(SEM) using SPSS 21.0 and AMOS 20.0 statistical package. The results of the study are as follows. First, interpersonal communication influenced service trust, image influenced affective commitment, service ability influenced service trust and emotional commitment, while service customization did not affect any factor. Second, service trust and affective commitment did not effect each other. Third, service trust and affective commitment were more powerful in risk-taking than the influence on service loyalty. Fourth, Risk takings affected service loyalty. Therefore, marketers of special hospitals not only medical services by providing medical service with superior service ability, but also by always strengthening interpersonal communication at the time of providing services. This will enable consumers to overcome the avoidance in the service decision process and implement a specific service marketing strategy that can continuously use the hospital service.

A Study on the Factors Influencing the Performance of FinTech Platform (핀테크 플랫폼의 성과에 영향을 미치는 요인 연구)

  • Xian, Feng Si;Um, Hyemi
    • Journal of Information Technology Applications and Management
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    • v.28 no.2
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    • pp.1-16
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    • 2021
  • In recent years, as IT technologies such as cloud computing and mobile payment have evolved and Internet users have increased, the Internet financial market has become intelligent, mobile, and platformed. This study considers the impact of the psychological characteristics of platform systems and users on the performance of fintech platforms. The results of this study are as follows. Information quality affected trust and commitment, service quality affected commitment only, and system quality affected trust and commitment. The perceived risk affected trust and commitment, and the perceived benefit only affected trust and was shown to have an insignificant relationship with immersion. Trust has been shown to have a significant relationship with commitment, and both trust and commitment affected performance. In the validation of mediation effects, trust has shown a partially mediated effect between information quality, system quality, perceived risks, and perceived benefits and performance. There was no mediation effect between service quality and performance. Immersion has been shown to have a partial mediating effect between information quality, service quality, system quality, perceived risk and performance, and there is no mediating effect between perceived benefits and performance. This study showed what are the main factors that affect the performance of the fintech platform and will be used as a useful foundation for increasing the performance of the platform in the future.

Customer Satisfaction, Trust and Loyalty in EC

  • Kwon Young-Guk;Park Hyun-Jee;Lee Sun-Ro
    • The Journal of Information Systems
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    • v.14 no.3
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    • pp.71-81
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    • 2005
  • The main purpose of this paper is to investigate the relationship between website environmental characteristics (website characteristics, user characteristics, and external environments), satisfaction, trust and loyalty in tourism e-business (EC). The following results were determined by verifying five hypotheses using LlSREL. Website environments partially support perceived satisfaction and also perceived trust. Satisfaction has a strong effect upon perceived trust while satisfaction doesn't affect perceived loyalty. Trust significantly impacts perceived loyalty in tourism e-business (EC).

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Dimension- by-Dimension Effects of Service Quality on the Customer Relationship Quality of Internet Shopping Malls and the Moderating Role of the Length of Use (인터넷 쇼핑몰 고객관계의 질에 대한 서비스품질 차원별 영향 및 이용기간의 조절역할)

  • Quan Dong Mei
    • Journal of Distribution Research
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    • v.10 no.2
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    • pp.99-120
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    • 2005
  • First, based on extant studies in the field, the author extracts environments, general and personalized interactions between an internet shopping mall and its customers, interactions among customers, and outcomes as 5 relevant dimensions of the service quality of an internet shopping mal She derives hypotheses on the relationships between each of the service quality dimensions and each of the three components of the relationship quality, satisfaction, trust, and commitment. She also investigates the moderating role of the relationship duration defined by the length of use in the relationships. She studies the relationships among the three relationship quality components and their effects on the future intentions of relationship maintenance, too. Through a survey on college students and adult consumers, she gathers 349 qualified questionnaires. Applying regression methods on the data, she finds out that most of the relationships between each of the service quality dimensions and each of the relationship quality dimensions are statistically significant but that the strengths of relationship are quite different dimension by dimension. The moderating effect of the relationship duration is not found except one case, the relationship between general interactions and trust. The author also finds out positive relationships between satisfaction and trust between satisfaction and commitment, and between trust and commitment. Positive relationships between trust and the future intention of relationship maintenance and between commitment and the future intention are found. But the data does not reveal any statistically significant relationship beetween satisfaction and the future intention. The author provides a few implications of the research results and future research agenda.

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Consumer's Perception to Service Relationship Efforts and Mediating Role of Relationship Quality to Relationship Performance in Retailing Stores (소매점의 서비스 관계노력 지각과 관계성과에 따른 관계품질의 매개역할)

  • Choi, Chul-Jae
    • The Journal of the Korea Contents Association
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    • v.17 no.8
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    • pp.535-550
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    • 2017
  • The purpose of this study is to identify the factors that customers perceive as important relationship investment in the relationship efforts provided by retailers for customer relationship purposes and to explain the mediating role of relationship quality such as trust, relationship commitment in the relationship perceived relationship investment and relationship performance. For this study, 270 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Financial efforts and structural efforts have affected perceived relationship investment. Perceived relationship investment affected trust and relationship commitment but not loyalty. Trust influenced relationship commitment and loyalty whereas relationship commitment did not affect loyalty. Therefore, it is important for retail marketing managers to provide tangible rewards and special benefits at all times in order to recognize that they are doing the best service efforts for customer relations. In order to secure long-term and stable profits by establishing a relationship with them, the service marketing strategies should be promoted to enhance the relationship quality by raising the level of trust.

The Mediating Role of Perceived Risk in the Relationships Between Enduring Product Involvement and Trust Expectation (지속적 제품관여도와 소비자 요구신뢰수준 간의 영향관계: 인지된 위험의 매개 역할에 대한 실증분석을 중심으로)

  • Hong, Ilyoo B.;Kim, Taeha;Cha, Hoon S.
    • Asia pacific journal of information systems
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    • v.23 no.4
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    • pp.103-128
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    • 2013
  • When a consumer needs a product or service and multiple sellers are available online, the process of selecting a seller to buy online from is complex since the process involves many behavioral dimensions that have to be taken into account. As a part of this selection process, consumers may set minimum trust expectation that can be used to screen out less trustworthy sellers. In the previous research, the level of consumers' trust expectation has been anchored on two important factors: product involvement and perceived risk. Product involvement refers to the extent to which a consumer perceives a specific product important. Thus, the higher product involvement may result in the higher trust expectation in sellers. On the other hand, other related studies found that when consumers perceived a higher level of risk (e.g., credit card fraud risk), they set higher trust expectation as well. While abundant research exists addressing the relationship between product involvement and perceived risk, little attention has been paid to the integrative view of the link between the two constructs and their impacts on the trust expectation. The present paper is a step toward filling this research gap. The purpose of this paper is to understand the process by which a consumer chooses an online merchant by examining the relationships among product involvement, perceived risk, trust expectation, and intention to buy from an e-tailer. We specifically focus on the mediating role of perceived risk in the relationships between enduring product involvement and the trust expectation. That is, we question whether product involvement affects the trust expectation directly without mediation or indirectly mediated by perceived risk. The research model with four hypotheses was initially tested using data gathered from 635 respondents through an online survey method. The structural equation modeling technique with partial least square was used to validate the instrument and the proposed model. The results showed that three out of the four hypotheses formulated were supported. First, we found that the intention to buy from a digital storefront is positively and significantly influenced by the trust expectation, providing support for H4 (trust expectation ${\rightarrow}$ purchase intention). Second, perceived risk was found to be a strong predictor of trust expectation, supporting H2 as well (perceived risk ${\rightarrow}$ trust expectation). Third, we did not find any evidence of direct influence of product involvement, which caused H3 to be rejected (product involvement ${\rightarrow}$ trust expectation). Finally, we found significant positive relationship between product involvement and perceived risk (H1: product involvement ${\rightarrow}$ perceived risk), which suggests that the possibility of complete mediation of perceived risk in the relationship between enduring product involvement and the trust expectation. As a result, we conducted an additional test for the mediation effect by comparing the original model with the revised model without the mediator variable of perceived risk. Indeed, we found that there exists a strong influence of product involvement on the trust expectation (by intentionally eliminating the variable of perceived risk) that was suppressed (i.e., mediated) by the perceived risk in the original model. The Sobel test statistically confirmed the complete mediation effect. Results of this study offer the following key findings. First, enduring product involvement is positively related to perceived risk, implying that the higher a consumer is enduringly involved with a given product, the greater risk he or she is likely to perceive with regards to the online purchase of the product. Second, perceived risk is positively related to trust expectation. A consumer with great risk perceptions concerning the online purchase is likely to buy from a highly trustworthy online merchant, thereby mitigating potential risks. Finally, product involvement was found to have no direct influence on trust expectation, but the relationship between the two constructs was indirect and mediated by the perceived risk. This is perhaps an important theoretical integration of two separate streams of literature on product involvement and perceived risk. The present research also provides useful implications for practitioners as well as academicians. First, one implication for practicing managers in online retail stores is that they should invest in reducing the perceived risk of consumers in order to lower down the trust expectation and thus increasing the consumer's intention to purchase products or services. Second, an academic implication is that perceived risk mediates the relationship between enduring product involvement and trust expectation. Further research is needed to elaborate the theoretical relationships among the constructs under consideration.

Development of Scale and Empirical Study of Trust-Forming Factors for Anti-aging Products (항노화 상품의 신뢰형성요인 척도 개발과 실증연구)

  • Maeng, Ji-Hye;Jang, Hyeong-Yu
    • The Journal of the Korea Contents Association
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    • v.21 no.12
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    • pp.408-422
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    • 2021
  • In this study, the relationship between trust and purchase intention, which is an outcome variable, was empirically verified by discovering the trust-forming factors of anti-aging products and developing measurement variables. In addition to the existing trust-forming factors such as perceived quality, perceived reputation, brand recognition, and customization, a newly discovered factor is 'accredited certification'. Since the anti-aging industry in Korea is an industry that directly affects consumer health, it was determined that the existing trust-forming factors had limitations in building consumer trust, and a new measure was discovered. This study conducted a survey on anti-aging product consumers and analyzed the solidity and relationship of the questions. As a result of the analysis, it was found that perceived quality, brand recognition, customization, and accredited certification among the anti-aging product trust-forming factors had a positive (+) effect on trust, and perceived reputation had a negative (-) effect on trust. appeared to affect It was found that there was a positive (+) effect between trust and purchase intention, which are the trailing variables. This study proved the meaningful relationship between trust-forming factors and trust by strategically developing and empirically and practically examining meaningful and effective trust-forming factors and measurement items. At the same time, this study is expected to significantly contribute to the establishment of marketing strategies related to anti-aging products in the future by discovering key factors for forming trust that are important for marketing in the anti-aging industry.

A study on Trust Level of Nurses (간호원의 신뢰수준에 관한 연구)

  • 임현빈
    • Journal of Korean Academy of Nursing
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    • v.7 no.1
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    • pp.10-19
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    • 1977
  • Trust is an essential factor in human relations, as it enables man to accept and also disclose self. Today's health care demands nursing personnel with high level of trust . This study was designed and carried out in May through June, 1976 to measure the level of trust on nurses through the trust scale of Nurses (75- N) made by Kenneth et al. and the Parent Inventory made by Rake and to provide data for management of nursing personnel. 150 junior nursing students, 164 professional nurses from 5 universities and their medical centers and 55 nurse- educators from 8 baccalaureate nursing programs in Seoul were randomly sampled. Results are as follows : 1. The rank order of the level of trust revealed that nurse educators the highest and nursing students the lowest. 2. The level of trust revealed to be influenced by the relationship with parents at the early stages of life ; Group who appeared to have shared intimacy with their parents were the highest. 3. Factors such as ; number of siblings and birth order among them, religious affiliation, parental presence revealed to have had no influence on the level of trust in all three group. 4. No significant difference were revealed between the group who had put their names down on the questionnaire and the others. 5. Clinical specialities of practice revealed to have no signigicant influence on trust in nurses. 6. Marital status revealed to have significant influence : in nurses and nurse- educators, the mastered re vented to have significantly higher level of trust. (difference by Recommendations : 1. A study on trust level of patients and Nurses in Nurse- patient Relationship. 2. A longitudinal study to investigate the influence of Nursing education on the development of trust in Nurses are recommended. 3. A comparative study on trust level of students of Nursing & non- Nursing major.

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The Effect of Large Company's Corporate Social Responsibility on the Trust and Relationship Commitment of Supplier Company's Workers (대기업의 사회적 책임활동이 협력회사 구성원의 신뢰와 관계몰입에 미치는 영향)

  • Lee, Yang-Soo;Kim, Byeong-Seong;Kim, Hae-Ryong
    • Journal of Digital Convergence
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    • v.18 no.7
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    • pp.201-213
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    • 2020
  • The purpose of this study is to examine the effects of large company's corporate social responsibility(CSR) on trust and relationship commitment of partner companies' members. This study is different from previous studies with respect to inclusion of safety/environment responsibility as one of CSR components and inclusion of supplier company's members as one of major stakeholders in CSR. Corporate social responsibility activities, which are independent variables, are composed of four components: economic, legal, ethical, and safety/environment responsibility. The trust is composed of the dependent variables as the parameter. For the empirical analysis, data were collected from 186 members of supplier companies of 'S' large companies. The data collected were analyzed using SPSS 21.0 and AMOS 21.0 to verify the hypothetical relationship. The results of this study are as follows. First, social responsibility activities have an effect on trust and relationship commitment, and trust has a positive effect on relationship commitment. In the relationship between social responsibility activities and relationship commitment, trust was found to play a full mediating role. Based on these results, implications were discussed in terms of theory and practice, limitations were pointed out, and some research directions for future research were also proposed.

The role of trust in online shopping: A hierarchical relationship perspective (온라인 쇼핑에서 신뢰의 역할 - 위계적 관계 관점)

  • Lee, Jae Nam;Kang, Minhyung
    • Knowledge Management Research
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    • v.14 no.3
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    • pp.15-35
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    • 2013
  • Nowadays, online shopping has become popular among consumers. As such, gaining loyal online shopping customers has become a rising concern for online shopping vendors. In this study, we investigated the hierarchical relationships among Lewicki and Bunker's three different types of trust, namely, calculus-based trust, knowledge-based trust, and identification-based trust, in the context of online shopping and their impacts on customer satisfaction and loyalty. A total of 104 responses from online shopping users were analyzed to test the proposed model and its hypotheses using Partial Least Squares (PLS). The results showed that, in the online environment, hierarchical relationships between different types of trust exist and that, among them, knowledge-based trust has the strongest impact on customer satisfaction. This finding implied that practitioners should focus on developing appropriate online strategies for building trust-based relationships with online customers.

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