• Journal of Distribution Science
• /
• v.19 no.1
• /
• pp.115-124
• /
• 2021

Purpose: This study examines the effects of several brand variables on customer satisfaction and brand loyalty. Research design, data, and methodology: The survey was conducted on a community with 302 city residents in Greater Jakarta as consumers of lighting products. The constructs were arranged based on several independent variables such as brand experience, brand relationships, and brand trust on customer satisfaction and brand loyalty. Customer satisfaction was positioned as an intervening variable to examine the effects on brand loyalty. Results: The consumer's experience determines the attitude and satisfaction at the next action. Brand experience significantly influences customer satisfaction and brand loyalty. Meanwhile, a brand association related to the benefits of the product concerned so that the relationship also affects customer satisfaction and brand loyalty. However, the brand relationship does not affect brand trust. Consumers do not readily believe without experience. Conclusion: The consumer's experience significantly influences satisfaction and brand loyalty, both direct and indirect. Brand relationships affected customer satisfaction and had a direct effect on brand loyalty. Likewise, brand trust has a direct effect on brand loyalty. The findings' implications emphasize the importance of brand owners to provide positive, memorable experiences to the consumers.

• Journal of Fashion Business
• /
• v.11 no.1
• /
• pp.86-96
• /
• 2007

The purpose of this study was to examine which variables affect customer relationship management in discount store focusing on satisfaction, trust and commitment. A total of 360 participants who had purchased fashion products in discount store were used in this study. The data was analyzed by factor analysis, correlation analysis and regression analysis using SPSS program. As the result, benefits, information, reputation, product, location, salesperson and price factor were extracted. The price, information, reputation, product and location variables had the effects on satisfaction, especially, price had the major effects on satisfaction. The satisfaction, information, salesperson, price and location had the effects on trust. The satisfaction, trust, information, benefits and product had the effects on commitment. The reputation variable had direct effect on relationship maintenance. Also, satisfaction, trust and commitment had the effects on relationship maintenance. Specifically commitment had higher effect on relationship maintenance than satisfaction and trust did. The results of this study would provide CRM marketing strategy for fashion marketers of discount store.

• Korean journal of food and cookery science
• /
• v.24 no.1
• /
• pp.16-22
• /
• 2008

This study focused on the attribution factors affecting billed Silvertown residents' satisfaction and trust in relation to foodservice. Residents living in 'N' charged Silvertown were randomly selected for the study. Among them, 27 did not complete the survey, and a total of 143 questionnaires were analyzed. Data analyses were carried out using the frequency, factor analysis, cross tabs, and regression procedures of the SPSS 12.0 package. The results were as follows. First, for prospective Silvertown residents, among all the service offered, meals and medical services were of primary importance. Second, for Silertown foodservice, menu variety and taste were the most important aspects. Third, in the factor analysis for effects of foodservice on satisfaction and trust, the factor were restaurant facilities, food taste and quality, and restaurant operations. Fourth, in the relationship between the restaurant operation and residents' satisfaction levels, restaurant equipment, food taste and quality, and the resident's level of trust were significant. Finally, foodservice satisfaction and trust significantly affected residents' satisfaction with living in Silvertown.

• The Journal of Economics, Marketing and Management
• /
• v.9 no.6
• /
• pp.39-51
• /
• 2021

Purpose - The current study conducted research on influential relationship of Korea's selected attributes of home replacement foods (HMR) with trust, customer satisfaction, and repurchase intention. Design, data, and methodology - This study was conducted on consumers in Seoul and the metropolitan area (Gyeonggi and Incheon) who have purchased home replacement foods (HMR). The survey was conducted for 30 days from March 1^st, 2021 to March 30^th, 2021. Among total of 300 surveys distributed, 250 surveys were collected, and 199 surveys, excluding ones with missing value and outliers (51 surveys), were used for analysis. Results - The results empirical analysis based on earlier studies are as follows. First, as a result of analyzing which variables of selection attribute factors of home replacement food (HMR) have an effect on trust, healthiness, reasonable price, and convenience had a positive effect, and quality of food and diversity did not have a significant effect. Second, as a result of analyzing whether trust has a significant effect on customer satisfaction, it was found that it had a positive effect on customer satisfaction. Third, as a result of analyzing whether trust has a significant effect on repurchase intention, it was found to have a positive effect. Fourth, as a result of analyzing whether customer satisfaction has a significant effect on repurchase intention, it was found that customer satisfaction had a positive effect. Conclusions - The current study aims to develop various new products of HMR and establish differentiated marketing techniques tailored to consumer needs.

• Journal of Distribution Science
• /
• v.11 no.4
• /
• pp.73-80
• /
• 2013

Purpose - As the smart-phone market adds new technologies and introduces new marketing trends, competition among companies is getting fierce. Now, smart-phone companies need to pay attention not only to attaining new customers but also to retaining customers, which means managing relationships to prevent customer defection. Therefore, how to satisfy customer needs and maintain long-term relations are both important to make consistent progress in the rapidly changing smart-phone market. To illustrate this point, the study focuses on analyzing the effects of consumption value on relational factors and buying intentions among smart-phone users. First, consumption value was divided into functional, economic, and emotional values. After that, the effects of these values on satisfaction and brand trust were confirmed. Additionally, effects of satisfaction and brand trust on repurchase intention were analyzed. Research design, data, and methodology - The data was collected in a self-administered survey among 270 undergraduate students, using smart-phones between June 4th-12th, 2012. A total of 257 questionnaires were collected and used for the data analysis. A path analysis based on Lisrel 8.54 was used for the hypothesis test. Consumption value was divided into functional, economic, and emotional values. Subsequently, the effects of these values on satisfaction and trust in the brand were confirmed. Additionally, the effects of satisfaction and trust in the brand on repurchase intention were analyzed. Results - First, functional value, economic value, and emotional value - especially emotional value - were revealed to have positive effects on satisfaction. Second, emotional value was shown to have positive effects on brand trust, while functional and economic values did not. Third, satisfaction had positive effects on brand trust. In considering the relative influence on brand trust, satisfaction was the most crucial factor. It is clear that in the evaluation of the direct experience, using the product or the service plays an important role in building brand trust. Fourth, satisfaction and brand trust positively influenced repurchase intention. This indicates that both factors must be achieved to induce the repurchase Intention among customers. Conclusions - One can see that the enjoyable emotions consumers feel while using smart-phones is the most important factor in increasing levels of satisfaction. Moreover, this indicates that consumers pursue economic desires along with convenient functions in order to reduce opportunity costs. Additionally, consumers are affected by psychological and emotional messages in building trust, rather than practical and rational ones. Thus, in order to appeal to young clients as an attractive brand in the smart-phone market, approaching customers with an emotional value is recommended. In addition, in order for the brand to gain trust, the overall experience the consumer feels while using smart phones should be maximized. After all, one must fulfill the consumers' desire for a new experience and show a willingness to faithfully accomplish the responsibility of the brand to strengthen relationships with customers in the smart-phone market.

• Korean Management Science Review
• /
• v.22 no.1
• /
• pp.83-101
• /
• 2005

We are going to make clear three things through the examination of the subject of this study. The first thing is to verify whether perceived usefulness and ease of use of usage have positive effects on trust and satisfaction which determine the loyalty of a shopping mall. The second Is to find out the effect of perceived usefulness and ease of use of using internet shopping mall on shopping mall's loyalty through variable intermediation of trust and satisfaction. The third is to emphasize the importance of perceived usefulness and ease of use of using a shopping mall web sites and carrying out a through analyzing path that usefulness and ease of use are intermediated by trust and satisfaction to loyalty. We made a poll to people who had ever used internet shopping mall and got Information. The results are below. The easer internet shopping mail users feel when using shopping mall sites, the more they feel them useful. Perceived usefulness and ease of use of usage have positive effects on trust and satisfaction which are major preceding factors of Internet shopping mall loyalty. The perceived ease of use, trust, and satisfaction intermediate between the perceived ease of use and shopping mall's loyally while users are accepting internet shopping mali. And trust and satisfaction intermediate between the perceived usefulness and shopping mall's loyalty. These results show that the degree of usefulness and feeling easiness in using shopping mall of users should be considered seriously. The only easiness of shopping mall doesn't create shopping mail's loyalty, but, It's created when users acknowledge the usefulness, trust, and satisfy.

• Journal of Digital Convergence
• /
• v.6 no.1
• /
• pp.75-82
• /
• 2008

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

• The Journal of Industrial Distribution & Business
• /
• v.10 no.4
• /
• pp.43-56
• /
• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• International Commerce and Information Review
• /
• v.10 no.2
• /
• pp.325-348
• /
• 2008

The purpose of this study is to find out the relationship between job fitness, organizational justice(distributive, procedural, interactional), job satisfaction, organizational trust, organizational commitment, and voluntary turnover intention in private organization such as in small fire in Korea. To identify the these relationships, the secondary data or past studies that were related with job fitness, organizational justice, job satisfaction, organizational trust, organizational commitment, voluntary turnover intention was collected and theoretically arranged. I made the theoretical proposed model to explain these relationships between the constructs, identify the operational definitions and 18 hypotheses was established, there was executed the survey of 262 in employees. Using the collected data, previous performances to confirm the construct validity and internal consistency by EFA(Exploratory Factor Analysis); i.e. factor analysis by SPSS, reliability by cronbach's a, and by the CFA(Confirmative Factor Analysis) and structural equations modelling the proposed model was tested by LISREL v. 8.52. The research came to the conclusions as follows: First, three perceived justice had the positive effect to the job satisfaction empirically. Second, procedural justice in three perceived justice only had the positive effect to the organizational trust empirically. Third, distributive justice in three perceived justice only had the positive effect to the organizational commitment empirically. Forth, job fitness had the positive effect to the organizational commitment, organizational trust, job satisfaction empirically in perspective. Fifth, I found the relationship between job satisfaction and organizational commitment, between job satisfaction and organizational trust was positive, between organizational commitment and trust. Finally, job satisfaction, organizational trust had not the positive effect directly, but indirect effect via organizational commitment was identified in voluntary turnover intention by empirical test.

• Journal of Distribution Research
• /
• v.12 no.2
• /
• pp.51-78
• /
• 2007

This study investigates what effects both customer trust in the headquarters and perceived customer justice(interactional, procedural and distributive) in agencies have on customer loyalty to the agency via customer trust and satisfaction with the agency. The data for analysis are obtained from 266 customers who are experienced in dealing with agencies. The results show the following : first, customer perceived justice has a significant positive influence on customer trust and satisfaction with the agencies. Second, customer trust in the headquarter has a significant positive influence on customer trust with the agencies. Third, customer satisfaction with the agencies has a significant positive influence on customer trust in the particular agency Fourth, both customer trust in and satisfaction with the agencies are found to have significant positive impacts on customer loyalty to the agencies. Finally, we presented suggestions for enhancing customer loyalty to the agencies.