• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.439-453
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• 2020

The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.1-20
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• 2005

The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

• Journal of Distribution Science
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• v.22 no.7
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• pp.107-117
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• 2024

Purpose: Consumers have become more interested in eating organic food in recent decades because of the effect of merchants' advertising. Eating organic food is also shown to strengthen immunity, especially during the recent COVID-19 pandemic. However, consumers may find it more difficult to choose organic food retailers than to purchase conventional goods. This is because of the uncertainty characterizing the process of selecting organic food retailers, despite the growing rivalry across supermarket chains that sell organic goods. This study explores how consumers' perceived image (social responsibility and ability image) of organic food stores affects consumer loyalty. Research design, data and methodology: The data for the analysis were collected using Macromill Embrain, an online research service agency. The data were analyzed using SPSS 26 and Smart PLS 4.0. Results: Based on structural equation modeling, the findings of the study demonstrate that store image positively impactsstore loyalty, and that the mediator (perceived value) affects the relationship between the two variables. Conclusions: Organic food stores must understand consumers to improve store loyalty. Efforts such as providing a user community that enables joint behavior by sharing experiences among customers or launching campaigns to improve consumers' perceived brand identity can increase store loyalty.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.123-139
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• 2007

This study was to investigate the structural relationships between component of interactivity, satisfaction, trust, commitment and loyalty in online community. For these purpose, the author developed several hypotheses and collected the data from 241 users of online community. The results was as follows. First, Interactivity had a significantly positive direct effect on satisfaction. Second, Interactivity had a positive indirect effect on trust. Third, Satisfaction had a significantly positive effect on trust and trust had a significantly positive effect on commitment. Finally, Satisfaction and trust had a significantly positive effect on loyalty. At the end of this paper, the managerial and theoretical implications, limitations and further research directions were suggested.

• 한국IT서비스학회:학술대회논문집
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• 2007.11a
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• pp.459-464
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• 2007

e-Loyalty는 인터넷 웹사이트나 커뮤니티에 대한 충성도를 의미하며, 현재의 충성도를 의미하는 밀착도(stickiness)와 미래의 충성도를 의미하는 지속적 이용 의도로 구성된다. 본 연구에서는 이러한 e-Loyalty에 영향을 미치는 주요요인으로 사용자 참여, 네트워크 효과, 사회적 영향 유용성을 선정하였다. 연구결과, 현재의 충성도인 밀착도에는 사용자 참여, 네트워크 효과, 사회적영향, 유용성이 모두 유의하게 영향을 미치는 것으로 나타났다. 그러나 미래의 충성도민 지속적 사용의도에는 사용자 참여와 유용성만이 유의한 영창을 미치는 것으로 나타났다. 이는 사용자 참여가 기업의 현재 이익을 결정하는 중요한 요인이 되기도 하지만, 지속 가능할 미래의 경쟁력을 확보하는 데에도 중요하다는 것을 시사하는 것이다. 따라서 인터넷 기반의 기업은 사용자 참여를 향상시킬 방안을 적극 모색할 필요가 있다.

• Journal of Wellbeing Management and Applied Psychology
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• v.5 no.2
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• pp.33-41
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• 2022

Purpose: The purpose of this study is to analyze the effect of attributes of online influencers on customers royalty mediated brand image and impulse buying. Research design, data and methodology: To conduct this study, a survey of 521 online user who experienced online shopping. Results: The empirical analysis results are as follows. First, among the influencer attributes, attractiveness, reliability, and expertise all had a significant positive effect on the brand image. Second, among the influencer attributes, only attractiveness had a significant positive influence on Purchase Intention. Third, the brand image had a significant positive influence on Purchase Intention. Fourth, while the influencer attributes did not have a significant influence on customer loyalty, brand image and Purchase Intention a significant positive influence on it. Conclusions: Among the influencer attributes, attractiveness and reliability had a significant positive mediating effect on customer loyalty through brand image, but the influencer attribute had no significant mediating effect through Purchase Intention. The influencer attribute had a significant positive mediating effect through brand image and Purchase Intention.

• Journal of Korean Library and Information Science Society
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• v.47 no.2
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• pp.157-173
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• 2016

This study investigates 185 public librarians' perceptions, satisfactions score and loyalty for CIP program operated by the National Library of Korea. The 172 (93.0%) librarians have perceived about the CIP, and 98(57.0%) librarians make use of the CIP at their works. They were relatively high perceptions on the service quality (3.50), satisfaction (3.71), and loyalty (3.72) for the CIP on the Likert 5-point scale. This study also tested the quality of service, satisfaction and loyalty using Structured Equation Model(SEM) models. Research findings show that CIP data quality had a statistically meaningful positive impact on user satisfaction and user satisfaction had a meaningful positive impact on loyalty.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.17 no.5
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• pp.1219-1226
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• 2013

The purpose of this study was aimed to analyze factors affecting on continuous intention to use of Smartphone based on the innovation diffusion theory. Also, by using the demographic characteristics were compared whether the difference in the loyalty on between user group of iOS and Android platform. Predictor factors were selected innovation, convenience, economic cost, social influence, communication channel, compatibility and complexity suggested on the innovation diffusion theory. Participants of this study were 278 Smartphone users in Busan city and Gyeongnam province in accordance with convenience sampling. IBM SPSS Statistics 19 were employed for descriptive statistics, Smart PLS(partial least squares) was employed for confirmatory factor analysis and path analysis of casual relationship among variables and effect. Analytical results show that all paths except path from complexity to the continuous intention to use and loyalty are significant. The comparison loyalty on between user group of iOS and android platform are significant. This study suggests practical and theoretical implications based on the results.

• Journal of Industrial Convergence
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• v.20 no.1
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• pp.13-21
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• 2022

Globally, the baby boomer generation is economically retired, and the MZ generation is emerging as a new economic force. This study demonstrated the effect of service quality on user satisfaction and customer loyalty for IT services, and checked whether it had a moderating effect on the MZ generation's perception of service quality and its effect on user satisfaction. In addition, we tried to find implications for service satisfaction of the MZ generation. For this purpose, valid responses were obtained from 496 members of companies receiving IT services from Company A. then, a hierarchical regression analysis were performed to verify the hypothesis. As a result of the analysis, the influence relationship between service quality, user satisfaction, and customer loyalty was confirmed, similar to the results of previous studies, and it was confirmed that the negative moderating effect of lower perception of user satisfaction through interaction. Therefore, it can be suggested that there is a need to develop a new digital-based service that can share and sympathize with special experiences, consumption values and beliefs. In the future, if research is conducted on a variety of consumers, it will be possible to more accurately explore the service perception of the MZ generation.

• Journal of the Korean Society for Library and Information Science
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• v.48 no.2
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• pp.137-157
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• 2014

This study analyzed the general user behaviors and the perceptions on service quality, satisfaction, loyalty of the users of the special winter vacation programs at the public libraries in Daegu Metropolitan City. Among the 444 collected questionnaires from the participants in the programs at 8 public libraries in the City, a total of 300 were analyzed for the study. As results, many participants have visited the libraries with their family members, and have applied the programs through the helps from their parents. They rated higher the service quality, the satisfaction, and the loyalty than other child users of the children's services as well as the adult participants of the cultural programs and of the public libraries. In the analysis of the structural equation model (SEM) on the service quality, customer satisfaction and loyalty, all of the service quality factors of special winter vacation programs, namely program contents and instructors, staff supports and services, and facilities and equipments, have significant effects on the user satisfaction. Staff supports and services factor of the service quality has significant direct effects on loyalty along with the overall satisfaction, but program contents and instructors factor and facilities and equipments factor have no significant direct effects on loyalty.