• The Journal of the Korea Contents Association
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• v.21 no.10
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• pp.149-162
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• 2021

This study aims to conduct an empirical analysis on the impact of service quality (performance work, price, physical environment) on customer satisfaction, trust and intention to re-attend ballet performances. Another focus of the research is to examine the structural effect of satisfaction and trust on customer's intention to re-attend. This study surveyed 240 adults (Americans) who have physically attended ballet performances from 2019 to 2020. Applying the structural equation modeling analysis using the software SmartPLS, this study investigates 240 valid responses obtained from a global research institute in a mid-August 2020 survey. The findings of the analysis are as follows. (1) Performance work is positively correlated with customer satisfaction, while price and physical environment do not affect customer satisfaction. (2) Performance work is positively correlated with customer trust. However, price and physical environment haven't been observed to affect customer trust. (3) Customer satisfaction is positively correlated with customer trust. (4) Performance work, price and physical environment do not affect customer's intention to re-attend ballet performances. (5) Customer satisfaction is positively correlated with customer intention to re-attend performances. (6) Customer trust is positively correlated with the intention to re-attend performances.

• The Korean Journal of Franchise Management
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• v.9 no.1
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• pp.41-51
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• 2018

Purpose - In franchise system, how to build the relationship between the franchisor and franchisee through influence strategy is very important, because it affects on the long-term orientation like recontract intentions. Thus, this study examines the effect of mandatory influence strategy on relationship satisfaction, relationship trust, and recontract intentions in the context of food-service franchise industry. This study suggests the guidelines on how franchisor uses their influence strategy on franchisee to maintain and increase the recontract intentions. Research design, data, and methodology - This study examines the structural relationship between mandatory influence strategy, relationship satisfaction, relationship trust, and recontract intentions from the franchisee's perspective. Mandatory influence strategy divide into three sub-dimensions such as request, legalistic plea, threat. In order to test the purposes of this study, research model and hypotheses were developed. Every constructs were measured by multiple items tested and developed in the previous research. Also, the constructs utilized in this research are measured using 7-point scales anchored by "1=strongly disagree" and 7=strongly agree". The data were collected from 496 owner and owner manager franchisees and were analyzed using SPSS 21.0 and Smart PLS 3.0. program. Analysis of frequency was conducted to identify the demographics and general characteristics of the survey subjects. In order to measure the reliability and validity of the measurement tools, confirmatory factor analysis and correlation analysis were conducted and structural model analysis was conducted to verify the proposed research model. Result - The results of this study are as follows. First, this research found that mandatory influence strategy is positively related to relationship satisfaction and relationship trust, but not to recontract intention directly. Second, this research also found that the full mediating role of relationship satisfaction and relationship trust between the mandatory influence strategy and recontract intention. Conclusions - The findings of this research indicate that franchisor should use properly mandatory influence strategy to improve recontract intentions through relationship satisfaction and relationship trust. Due to the nature of food-service franchise industry, which needs high relationship quality, franchisor must manage their franchisee using influence strategy in order to improve satisfaction and trust. If franchisee perceives higher relationship quality, they will show higher intention to recontract. At the end of this paper, limitations and future research directions were suggested.

• Journal of Digital Convergence
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• v.2 no.2
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• pp.29-44
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• 2004

The main objective of this study is to investigate the determinants of consumer trust in e-business. It examines consumer perceptions trust in a Web site and address following research questions: What factors influence consumer trust in a Web site and what specific Web site cues are associated with trust and satisfaction? We test our hypothesis in a empirical data from 568 consumers across 4 Web sites. By factor analysis, the results show that Web site characteristics are such as product information and purchase process , system stability, navigation, privacy(security), design, information of seller, pay methods, and customer service. We also find that brand and Web site characteristics such as Web site design, navigation, privacy(security), and customer service can explain over 59% of the variance in Web site trust and 60% in satisfaction. The results offer important implication for Web site strategies that include the manipulation of factors influencing Web site trust. And the future directions of the present research are discussed.

• Journal of Korean Academy of Nursing
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• v.42 no.1
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• pp.85-94
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• 2012

Purpose: This study was done to examine the effects of nurses' perception of servant leadership on leader effectiveness, satisfaction and promoting additional effort. The focus was the mediating effects of leader trust and value congruence. Methods: Data were collected from 361 RN-BSN students and nurses participating in nationally attended in-service training programs. Data were analyzed using descriptive statistics and structural analysis with SPSS 17.0 windows program and Amos 7.0. Results: Direct effects of nurses' perception of servant leadership were negative, but mediating effects of trust and value congruency were positively correlated with leader effectiveness, satisfaction and additional effort, that is servant leadership should be effective through mediating factors. Conclusion: The study results indicate that if the middle managers of nurses can build leader trust and value congruency between nurses through servant leadership, leader effectiveness, satisfaction and additional effort on the part of the nurses could result in a positive change in the long term.

• The Journal of Information Systems
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• v.29 no.3
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• pp.77-101
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• 2020

Purpose Internet only bank is one of the promising untact businesses which are rising in COVID-19 pandemic. Kakaobank and Kbank have been offering banking services since 2017 in Korea and WeBank and MYbank in China opened the services since 2015. It is necessary to examining determinants of customer loyalty beyond intention to use. The purpose of the present study is to analyze factors influencing customer loyalty and their determinants. A research model integrating the relationships among customer loyalty, service satisfaction, trust, and social influence, and their determinants was proposed. Design/methodology/approach Structural equation modelling for validating the research model was employed. 235 valid data were collected from users of Internet only bank in China. Nine latent variables grouped from 38 indicators were reliable and valid and nine hypotheses were tested by using SmartPLS. Findings All nine hypotheses were supported at significant levels of 0.001 and 0.01. Trust, service satisfaction, and social influence had influenced on customer loyalty. Trust not only affected customer loyalty directly, but also had influence on it indirectly through service satisfaction. Empathy and convenience are determinants of trust. Perceived expertise and dispositions believing acquaints had a positive influence on social influence, whereas users' anxiety for technology or change had a negative influence on social influence. Implications for academics and practitioners were suggested.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.11
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• pp.1817-1827
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• 2009

This study analyzes how the purchase reviews of fashion merchandise influence consumer trust, satisfaction, commitment, word-of-mouth intention, and repurchase intention in internet shopping malls. The survey was conducted from October $15^{th}$ to December $5^{th}$ in 2008, and 368 responses were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, and multiple regression analysis. The results show that the purchase reviews factors of fashion merchandise in internet shopping malls were amusement, assentation, overstatement, genuineness, and usefulness. The assentation, genuineness, and usefulness of purchase reviews have an effect on consumer trust and satisfaction. The amusement, overstatement, and usefulness of purchase reviews have an effect on the emotional commitment of consumers, while the amusement, assentation, overstatement, genuineness, and usefulness of purchase reviews influence the reasonable commitment of consumers. Consumer trust and commitment effect word-of-mouth intention and repurchase intention in internet shopping malls.

• Korean journal of food and cookery science
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• v.26 no.3
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• pp.272-280
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• 2010

The purpose of this study was to understand the interrelationships between the customers' perception of verbal and nonverbal communication, customers' trust and satisfaction in the family restaurant. Based on a total of 310 samples that were obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model(SEM). The proposed model provided an adequate fit to the data, $X^2$=953.126(df=417), p<.001, CMIN/df 2.286, GFI .831, NFI .889, IFI .934, TLI .926, CFI .934. The results showed that employees' verbal communication ($\beta$=.264), paralanguage ($\beta$=.172) and physical appearance ($\beta$=.120) among the nonverbal communications had a significant positive effect on the customers' trust. In addition, the customers' trust ($\beta$=.644) had a significant positive effect on the customer satisfaction. Limitations and future research directions are also discussed.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.275-281
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• 2020

This study aims to explore a new approach of relationship assessment by partially employing attitudinal commitment to measure the influence on perception of cooperation within the Vietnamese rice supply chains, which begins from commercial enterprises up to the retailers in the Vietnamese market. The quantitative research is first built around the measurement instruments for the constructs of relationship quality (RQ) and its dimensions; next, a questionnaire is designed; finally, we deal with sample issues and analyze the data to answer the research questions. The truncated sampling technique and Likert-scale survey is a suitable method for analyzing Vietnamese rice retailers and data collection. The preliminary test was conducted using SPSS Statistics; the main test was, then, carried out to evaluate the proposed model and test the hypotheses. Appropriately, the results point to a significant influence of attitudinal factors on trust and satisfaction. In addition, with the involvement of perceived trust and satisfaction, that combination showed the mediating effect between the attitudinal factors and the relationship quality. The ad-hoc analysis indicated the significant role of the two mediators. To be more specific, the high degree of trust and satisfaction has a positive impact on the formation of the relationship between participants in the sector.

• The Journal of Information Systems
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• v.21 no.1
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• pp.19-46
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• 2012

This paper classifies the success factors of collaboration system in the shipbuilding industry. We propose the structural model that identifies the relationship between the success factors and organizational performance. To test empirically the relationship between the factors, we developed the measurement of each factors. This paper has examined the relationship between the independent variables and the mediating variables, also has examined the relationship between the parameters and a final dependent variable. The independent variables are as follows, (1) quality of system including reliability, flexibility, and accessibility, (2) the quality of information including contents, expressiveness, and (3) the partner relationship including the information sharing and the compatibility of strategies. The mediating variables are user involvement, parter trust, and user satisfaction. The final dependent variable is business performance. The hypotheses test proved that the system quality significantly affect user satisfaction, the information quality positively influence on the user participation, and the information sharing and strategic fit of partner relationship positively affect partner trust. Also, the user participation and partner trust significantly affect user satisfaction. Finally, the user participation, user satisfaction, and partner trust have a decisive effect on the organizational performance. The results of hypothesis test verified that the quality of information and system, also partner relationship are important to operate successfully the collaboration system in the shipbuilding industry. Also, the mediating variables are important to explain the structural relationship between the independent variables and organizational performance.

• Journal of Fashion Business
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• v.22 no.6
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• pp.70-82
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• 2018

In modern society, the means of sharing information has expanded from existing personal computers and mobile devices to a variety of smart devices rapidly increasing information production. Recently, curations have extended to online businesses. There has been wide use of curation services in the cosmetics curation market. In this study, focuses on factors which cosmetics curators have in mind. In relation to the impact of cosmetics curation quality properties on usability, the effects of the medium of satisfaction and confidence are to be verified. For this study, a survey of 378 women in their 20s and 40s who had experience with curations was done and the collected data were analyzed using SPSS 23.0 and AMOS 23.0 statistics programs. The results showed that information quality and personalization quality of cosmetics curation service were important factors affecting customer satisfaction. Personalization quality also had a positive effect on trust. System quality has a positive impact on trust and further influence on intention to use. This indicates that the trust on the curation service depends on the stability of system. However, design quality was found to have no significant effect on satisfaction and trust. In future, the research related to application and utilization of big data-based cosmetic curation will be further expanded.