• Journal of Distribution Research
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• v.11 no.2
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• pp.1-27
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• 2006

The purpose of this research is to investigate effects of perceived attributes of a salesperson on the customer s satisfaction with the salesperson. cross-buying intentions, and intentions to recommend the retailer, in the context of consumer durable goods. The data for analysis was obtained from 252 consumers who experienced buying consumer durable goods in a metropolitan area. Our results show as following: first, the effects of perceived attributes of the salesperson such as expertise, trustworthiness, likability, and customer orientation, have a significant influence on customer's satisfaction with salesperson; second perceived customer-orientation of salesperson affects customer's satisfaction with the retailer; third, a customer s satisfaction with salesperson not only plays a mediating role between perceived attributes of the salesperson and the customer's satisfaction with retailer but also between perceived attributes of salesperson and cross-buying intentions and intentions to recommend the retailer; and fourth customer's satisfaction with retailers performs a mediating role between perceived attributes of the salesperson and cross-buying intentions or recommendation intentions of retailers. In addition, managerial implications are suggested for industry practitioners.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.7-19
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• 2021

Purpose: According to the growth of technology in the service industry, the interaction service between customer and employee has recently been transformed into between customer and technology by Self Service Technology (SST) requiring direct interaction with customers. In this context, self service technology such as unmanned ordering system installed at the store is actively introduced at the work place to reduce labor costs by food and retail company and the research for self-service technology which is rapidly replacing existing face-to-face service is needed. As the growth speed of SST is rapid, many researchers have studied the characteristics of SST, in every sector of business worldwide. Among the characteristics, attributes, Self Service Technology Quality (SSTQUAL) to evaluate SST is important because it may cause the customer's behavior. Thus, this research focuses on the effects of SSTQUAL on SST Satisfaction and SST continuance usage intention. This research suggests the guidelines for how Restaurant Company should prepare SST and build their customer satisfaction and continuance usage that increase the sales. Research design, data and methodology: This study tests the structural relationship between SSTQUAL of unmanned ordering system, SST satisfaction and SST continuance usage. SSTQUAL divided into four sub-dimensions and two categories, cognitive service attributes (Convenience, Functionality) and affective service attributes (Enjoyment, Assurance). In order to achieve the purposes of this research, research model and hypotheses were developed based on previous researches. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 524 customers experiencing SST and were analyzed through SPSS 25.0 and SmartPLS 3.0 statistical package program. Results: The findings of this research are as follows. First, all SSTQUAL have significant positive impacts on SST satisfaction. Second, SST satisfaction has significant positive impact on SST continuance intention. Third, cognitive service attributes and affective service attributes had wealth of explanation of service attribute more than a single dimension. Conclusions: The implications of this study are as follows. Overall, Restaurant Company should manage SSTQUAL consisting of not only cognitive service attributes (Convenience, Functionality) but also affective service attributes (Enjoyment, Assurance) to satisfy customers basically regardless of the type of restaurant.

• Journal of the Korean Society of Food Culture
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• v.23 no.2
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• pp.152-162
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• 2008

The objectives of this study were to: a) examine foreign customers’ satisfaction and expectations for the food and service attributes of Korean restaurants located in the U.S., b) measure the gap between the satisfaction and expectations for food and service attributes, c) analyze through IPA analysis the crucial attributes needing improvement in order to minimize the discrepancy between customers’ expectations and performance, and d) analyze the effects of factors related to the food and service attributes on overall customer satisfaction in regard to Korean restaurant selection. A total of 255 American customers who had visited four Korean restaurants located within metropolitan and rural areas of the U.S. were surveyed for this study. Statistical analyses, including t-tests, factor analysis, and multiple regression, were performed using the SPSS statistical package (12.0). The American customers’ overall satisfaction of the food and services offered by the Korean restaurants was relatively high, with the exception of tangible service attributes such as comfortable chairs, restroom cleanliness, and restaurant interior. The urban foreign customers, however, were dissatisfied with the use of healthful ingredients in Korean food, because their expectation level toward this aspect exceeded their satisfaction level. In terms of Korean restaurant selection, tangible services related to the restaurant facilities were identified as the critical factor having an effect on American customer satisfaction.

• Culinary science and hospitality research
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• v.23 no.6
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• pp.27-35
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• 2017

The purpose of this study was to examine the causal relationship among restaurant selection attributes and customer satisfaction and recommendation tastes for young people in their twenties who use tickets for Rail-ro. Data collection was conducted to utilize questionnaire survey with online and offline distribution. The collected data were analyzed using a statistical program SPSS 21.0 with frequency analysis, reliability analysis, factor analysis, and regression analysis. The results of the study showed that Internet search is the most common source of information about restaurants during the trip, and restaurant choice attributes have an important impact on customer satisfaction, food quality, employee service and reputation, but hygiene did not have a big effect on customer satisfaction. In addition, customer satisfaction has a significant effect on recommendation intention. Concluding the results from this study, it investigated the significant attributes for customers selection of restaurants and provide meaningful advice for market managers to make useful marketing strategies to attract more clients and augment economic benefits.

• Culinary science and hospitality research
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• v.23 no.1
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• pp.58-65
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• 2017

This study performed to test the effect of food neophobia on the formulated model on the relationships among perceived service attributes(food, employee, and physical attributes), brand trust, satisfaction and behavioral intention as perceived by franchise snack bar consumers. Total 299 respondents were used for statistical analysis and SPSS 21.0 and AMOS 21.0 program were employed. The findings of current study verified that food attribute among perceived service attributes has positively influence on brand trust and satisfaction, and the employee attribute has only effect on the brand trust. Additionally, the brand trust was critical predictor of satisfaction, but it was not significant antecedent of behavioral intention in context of franchise snack bar restaurant. Furthermore, this study found the moderating effect according to level of food neophobia on the designed hypothesizes, so it has been identified the importance of people's propensity about food neophobia can significantly effect on brand trust and satisfaction in franchise snack bar restaurant. These findings will contribute to provide meaningful suggestion to develop marketing strategic in franchise snack bar business as well as provide the theoretical evidence in the new segmentation.

• Journal of the Korean Society of Costume
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• v.64 no.1
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• pp.77-88
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• 2014

This study examined the cosmetic store attributes that japanese tourists evaluated when purchasing cosmetics in korean cosmetic stores and the effect of those attributes on satisfaction, repurchase intention and recommendation intention. The subjects of this study were 250 Japanese female tourists who had purchase experiences of Korean cosmetics in the stores. Data analysis was conducted using factor analysis, regression analysis, and ANOVA using SPSS 15.0. The result of this study was as follows: First, cosmetic store attributes for Japanese tourists were composed of four factors such as products, store's atmosphere, salesperson and sales promotion. Second, it was shown that the salesperson and store atmosphere attributes have positive effect on cosmetic store satisfaction. Third, it was shown that store satisfaction had a positive effect on both repurchase intention and recommendation intention. Fourth, Japanese tourists' satisfaction on cosmetic store depends on the frequency of visiting Korea, and preference of the Korean Wave.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.187-194
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• 2019

This study examined that what attributes of student satisfaction are more important when students use university cafeterias. Factors that are considered to be more crucial when students use a cafeteria, such as menu, taste, price, and cleanliness, were tested. Based on the research of previous studies, it assumed that the selection attributes of students' cafeteria were menu, taste, price, and cleanliness. With 301 surveyed questionnaires, the study was carried out by AMOS 23.0 and the Structural Equation Model was used for examining the hypotheses as statistical method in this study. In consequence of the hypothesis test on the main effect, the factors such as the menu, taste, price and cleanliness were found to significantly affect satisfaction. Then, the moderating role of gender, age and allowance was analyzed. However, students' university cafeteria selection attributes differed depending on their allowance only. The path coefficients from menu to satisfaction were more significant in the group with a smaller allowance, while the path coefficient from price to satisfaction was more significant in the group with a larger allowance. The study analyzed that the effect of selection attribute of students' cafeteria on the satisfaction, and influence of students' allowance, and provide meaningful implications when they choose the attributes.

• Journal of the Korean Society of Food Culture
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• v.25 no.5
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• pp.516-524
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• 2010

Consumers are highly interested in processed fishery products that are healthy and superior in terms of convenience, nourishment, and taste. However, current domestic research on processed fishery products is marginal. We systematically analyzed consumer consumption patterns and the relationship to pursuit benefits, selection attributes, satisfaction levels, and reasons for purchase. Consumers considered product information the most important selection attribute, whereas convenience scored highest for pursuit benefits. Furthermore, the influences of selection attributes and pursuit benefits on satisfaction level and the reason for purchasing an item were analyzed using demographic properties as control variables. The variables that affected satisfaction level were residential district (region: B= -0.268, p<0.05.), recipe (B=0.098, p<0.05), nutrients (B=0.124, p<0.05), convenience (B=0.283, p<0.001), and economics (B=0.138, p<0.05). The variables affecting the reason for purchasing were nutrients (B=0.173, p<0.001), convenience (B=0.277, p<0.001) and satisfaction level (B=0.163, p<0.001). Pursuit intention had significant effects on purchase intention; however, selection attributes had no significant effect on purchase intention. Therefore, consumer satisfaction had a significant effect on purchase intention. This result showed that if consumers were satisfied, they intended to repurchase. Attempts to increase repurchases by consumer are needed by fulfilling consumer satisfaction. These data can be utilized as a fundamental reference for sales promotions.

• Korean journal of food and cookery science
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• v.28 no.2
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• pp.89-96
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• 2012

The purpose of this study was to evaluate the importance and satisfaction with Korean food for foreigners living in Busan with consideration for nationalities, for the sake of improving satisfaction with Korean food. The research was performed using questionnaires and conducted from August 14 to September 30, 2011 for 376 foreigners in Busan. Total mean scores for the importance (4.01/5.00) and satisfaction (3.59/5.00) of Korean food attributes were significantly different (p<0.01). The gaps of the importance score and satisfaction score were -0.91 for cleanliness of food, -0.74 for taste, -0.70 for quality, and -0.68 for smell. Mean scores of satisfaction for Americans and Europeans (3.69) and Southeast Asians (3.78) were significantly (p<0.01) higher than those of Japanese (3.44) and Chinese (3.43) descent. Notably high importance and low satisfaction attributes of Korean food broken down by nationality were cleanliness for Americans/Europeans; quality and cleanliness for Japanese; texture and price for Chinese; and taste, smell, and price for Southeast Asians. Attributes rated with high importance and satisfaction were health benefits, nutrition, and quality for Americans/Europeans, Chinese, and Southeast Asians; taste and price for Americans/Europeans and Japanese; and cleanliness for Chinese and Southeast Asians.

• Journal of the Korea Safety Management & Science
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• v.19 no.1
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• pp.157-167
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• 2017

The two-way quality theory has been widely used as a method for classifying quality attributes for several decades. In particular, the Kano model that classifies attributes into not just conventional one-dimensional but must-be and attractive has gained popularity due to its applicability and ease of use. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear meanings. This study proposes a new two-way model to classify attributes using 5-point Likert scale alternatives. For this, the current paper investigated a case of TV sets to examine how the proposed model works in comparison with the Kano model. The application results of the proposed model are different from the original one. The two-way model classifies quality attributes in more detail such as the "one-dimensional with an attractive tendency" attribute, which has a greater influence on satisfaction than dissatisfaction, the opposite "one-dimensional with a must-be tendency" attribute, and "highly one-dimensional" and "less one-dimensional" attributes. In this study, a potential satisfaction coefficient (PSC), a potential dissatisfaction coefficient (PDC), and an average potential coefficient (APC) to manage quality attributes are proposed and discussed for their utilization.