• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.294-301
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• 2006

This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, Customer loyalty, switching cost. This study attempts to investigate different group. Brand group 1 is higher Brand loyalty than Brand group 2. Brand Group 1 is 276 and Brand Group 2 is 271 consumers in service sector that they were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were confirmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.120-125
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• 2006

This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, customer loyalty, switching cost. 195 consumers in service sector were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were com firmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

• 한국식생활문화학회지
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• 제27권1호
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• pp.19-29
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• 2012

The purpose of this study was to understand interrelationships among switching costs, customer satisfaction, and switching intent in a family restaurant. Based on a total of 427 customers obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of five hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=137.881 (df=50); p< .001; CMIN/df 2.758; GFI= .947; AGFI= .919, NFI= .965; IFI= .978; TLI= .970; CFI= .978; RMR= .047; RMSEA= .064. The results showed that switching cost (${\beta}$= .123) in a family restaurant had a positive (+) influence upon customer satisfaction. Further, switching cost had a significantly negative (-) effect on switching intent (${\beta}$= -.414). In addition, there were moderating effects related to customer knowledge and variety seeking orientation in terms of the causal relationships between switching costs, customer satisfaction, and switching intent. Limitations and future research directions are also discussed.

• 한국콘텐츠학회논문지
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• 제13권10호
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• pp.452-460
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• 2013

오늘날 사람들은 기존 IT서비스 보다 더 개선된 새로운 IT서비스가 등장하게 되면서 IT서비스의 전환을 고민하게 되고, IT서비스를 제공하는 기업들도 고객유지 또는 고객확보를 위한 전략을 개발하고 있다. 온라인과 오프라인 환경 모두에서 서비스 전환의도에 대한 연구는 매우 중요하게 다루어지고 있다. 본 논문에서는 사용자의 IT서비스 전환의도에 영향을 미치는 요인들과 이들의 영향정도를 실증적으로 분석하고자 한다. 서비스 전환의도에 영향을 주는 요인들 간의 직접적인 관계뿐만 아니라, 개인적 특성인 습관과 대안 IT서비스의 매력이 현재 IT서비스 만족을 통해서 IT서비스 전환의도에 영향을 주는 관계, 전환비용 지각 크기에 따라 IT서비스 전환의도에 다르게 영향을 주는 관계를 포함한 연구모형을 설계하였다. 설계한 연구모형은 구조방정식모형과 다중집단분석을 사용하여 실증하였다. 검증결과는 IT서비스 전환의도에 습관과 기존 IT서비스 만족은 유의한 영향을 미치나 대안 IT서비스 매력은 그렇지 않고 기존 IT서비스 만족을 경유하여 전환의도에 영향을 주는 것을 보여 주고 있다. 또한, 전환비용이 클수록 습관이 전환의도에 주는 영향력이 강한 것을 확인할 수 있다.

• 한국콘텐츠학회논문지
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• 제9권1호
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• pp.293-303
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• 2009

본 연구는 기업이미지, 전환비용 고객충성도간의 통합적인 관계를 모형화하고 이를 실증 분석하는 것이다. 현행 연구들은 전환비용을 기업이미지와 고객충성도 사이에서 매개 및 조절 변수로서의 규명에 중점을 두고 연구가 이루어 져 왔다. 그러나 본 연구에서는 전환비용이 기업이미지를 결정짓는 주요 요인으로 파악하고 이들 관계를 검증하였다. 따라서 본 연구결과는 날로 격해지고 있는 경쟁상황하에서 전환비용과 기업이미지의 새로운 관계를 규명함으로써 차별적 마케팅 전략 방향을 제시하고, 또한 연구 개념의 관계적 유의성과 경로를 연구함으로써 학문적 연구의 확장은 물론 실무적 관점에서의 활용을 제고시킬 수 있다.

• Asia pacific journal of information systems
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• 제13권3호
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• pp.107-130
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• 2003

This paper aims to investigate the adjustment effect of switching barriers on customer retention in mobile telecommunication services. The detailed factors regarding switching barriers are classified based on the related literatures. Furthermore, the hierarchical regression analysis is used to analyze the extent to which the factors affect customer retention. The main contribution of this paper is to focus on switching barriers and theirs relationships with customer retention rather than customer satisfaction on early studies. The results are as follows: First, among the factors of switching barriers, switching costs, such as continuity cost and contractual cost, interpersonal relationship, and attractiveness of alternatives are key factors in determining customer retention. Second, continuity cost and interpersonal relationship have an adjustment effect between customer satisfaction and customer retention. The findings can help the mobile operators establish a customer-oriented strategy by identifying a few key factors strengthening the linkage with customers.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• 경영정보학연구
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• 제7권1호
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• pp.115-136
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• 2005

최근에 인터넷 포털 기업들은 기존 고객을 유지하고 신규고객을 유치하기 위해 이메일 용량 증대를 앞다투어 발표하고 있다. 그러나 이러한 전략이 사이트 이동에 따른 고객 전환비용의 발생 때문에 성공적일지는 확실치 않다. 따라서 그들의 전략이 실효성이 있을지를 알아보기 위하여 본 연구는 용량 증대로 인한 이메일 서비스의 고객 전환의도에 영향을 미치는 직접적 요인들과 상황적 요인들을 검토한다. 연구 결과는 대안의 매력, 전환비용, 고객 만족 모두가 이메일 서비스의 고객 전환의도에 상당한 직접적 영향을 가지는 것으로 나타났다. 또한 대안의 매력은 고객 전환의도에 대한 조절효과가 있는 것으로 나타났으나 전환비용은 어떠한 조절 효과도 보이지 않았다. 결론적으로 인터넷 포탈 기업들의 공격적인 용량 증대 전략은 고객 베이스를 증대할 수 있는 효과를 거둘 가능성이 매우 높아 보인다.

• 간호행정학회지
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• 제17권4호
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• pp.516-523
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• 2011

Purpose: The purpose of this study was to examine the causal relationships of perceived risk, satisfaction, switching cost and loyalty in outpatient health services. Method: A survey using a structured questionnaire was conducted with 393 hospital outpatients. The analysis of data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for structural equation model. Results: The causal model yielded Chi-square=31.44 (p=<.001), df=4, GFI=.98, AGFI=.87, CFI=.97, RMSR=.04, NFI=.96, IFI=.97 and showed relatively good fit indices. Perceived risk had a significant direct effect on customer satisfaction. Customer satisfaction, financial switching cost and relational switching cost had significant direct effects on customer loyalty. Perceived risk and customer satisfaction had significant indirect effects on customer loyalty. Conclusion: These results suggest that we should decrease the perceived risk and improve the customer satisfaction and switching cost to retain loyal customers. Further study with both a larger sample from various hospitals and a longitudinal design is necessary.

• 한국의류산업학회지
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• 제10권5호
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.