• 한국식생활문화학회지
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• 제19권4호
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• pp.407-418
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• 2004

A study of the comparison of customers' satisfaction and loyalty at McDonald's two types of outlets is presented. The objective of this study is to test correlation among selection attributes, customer satisfaction and loyalty of customers patronizing two types of Mcdonald's restaurants - stand alone and co-branded, as Mcdonald's is known to be actively participating in co-branding with discount stores such as E-Mart. In order to measure customer loyalty, benchmark scores from customers showing extreme satisfaction are compared to the mean scores of total sample customers at each outlet. Meeting or exceeding benchmarking scores does not automatically bring in and create loyal customers but in doing so will certainly help build up strong customer relationship which will create additional loyalty. Marketers should be well aware that statistically significant difference do exist between these two groups of customers and should take into consideration these findings in opening up new outlets or renovating existing outlets.

• 패션비즈니스
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• 제12권3호
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• pp.167-174
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• 2008

The purpose of this study was to categorize customers types in accordance with current shop masters' perception of difficult customers and to identify their responding techniques and know-hows in dealing with those customers in detail, a qualitative study is carried out by conducting thorough interviews with the shop masters. The interview contained questions on occupational hold-ups of shop masters, types of hard-to-handle customers, techniques in handling difficult customers, their know-hows in customer managements and what they perceived as the qualities of a shop master. T The results were as follows: 1) Customers who are perceived as difficult by shop masters are categorized into six types, making unreasonable demands, pointing out product defects, disregarding salespersons, making no purchase after testing products, having no personality and having no response. 2) Responding techniques for difficult customers were categorized into three types, 'active response', 'standby' and 'polite refusal'. 3)The result from the question on know-hows of shop masters in customer management can be divided into 4 groups, providing special treatment or information, building one-to-one relationship with the customer, suggesting garments in accordance with the customer's taste and providing friendly customer service. 4) For the question on perceived qualities as a shop master, individual quality, customer management capacity, work experience and occupational knowledge were answered.

• 패션비즈니스
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• 제25권6호
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• pp.81-101
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• 2021

Traditional department stores have been struggling to attract customers for several years. Many retail stores have closed in recent years, even before the COVID-19 pandemic. The reinvention of in-store shopping value and experience is imperative to attract customers and reinvigorate retail business. The purpose of this study was to discover which in-store components can improve customer experiences and loyalty while also identifying dissatisfaction issues in consumer experiences in department stores. The data was collected from two consumer groups-luxury department store (Selfridges) customers and mid-market department store (Debenhams) customers-to identify the types of value and experiences they seek most often. The findings showed that to enhance their store patronage, Debenhams should reposition their brand image in a way that allows customers to connect with their self-image and lifestyle by improving efficiency and convenience and prioritizing the utilitarian and social value types. By contrast, Selfridges should enhancetheir store atmosphere, visual merchandising and sensory experiences by maximizing slow retailing experiences and emphasizing the aspirational self-concept image for symbolic and hedonic value. This research uncovered the existence of numerous overlappingvalue dimensions, each of which contributed to the enhancement of the others. Several young customers expressed their support for ecologically responsible, cost-effective second-hand luxury products. Instead of focusing merely on conventional value dimensions, department retailers should determine how environmental and ethical objectives can be fulfilled. This study explained how department stores can craft their in-store environments to appeal to their customers' preferred value types to ensure success in a competitive market.

• 대한안전경영과학회지
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• 제9권3호
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• pp.127-133
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• 2007

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 춘계학술대회
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• pp.151-160
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• 2007

This paper reviewed the relationship between service quality and customer satisfaction, and the moderating effect of gender. Based on the responses from 807 customers who encountered employees in telecommunication industry, the results of multiple regressional analysis showed that all service quality factors have positive relationships with customer satisfaction. The results of moderating analysis showed that only empathy and tangibility have positive interactive-effects on customer satisfaction with gender. With increasing of empathy and tangibility, female customers have been more satisfied than male customers.

• 한국통신학회논문지
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• 제35권9B호
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• pp.1399-1406
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• 2010

기존 전력망에 ICT를 접목한 스마트 그리드 환경에서 고객니즈에 기반한 수용가 서비스를 도출하기 위하여 HV, FGD 및 정량설문조사를 통해 수용가의 전기사용 추구 가치와 Unmet 니즈를 분석하였다. 연구결과, 소비자들은 전기를 가전기기 이용을 더욱 '편리'하게 해주는 존재로 인식하고, 전자파 감전 감소의 '안전'을 추구하며, 이해가 쉽고 스트레스가 적은 전기 '절약'을 원하는 것으로 조사 되었다. 그리고 전기절약을 도와주는 간편한 '기능', 전기사용량이나 전자제품의 '정보', 전기절약 유도를 위한 '동기' 유발 등에 Unmet 니즈가 존재하는 것으로 분석 되었다. 본 연구에서는 고객이 추구하는 가치와 Unmet 니즈를 반영하여 전자기기에 대한 사용량 실시간 모니터링과 제어가 가능한 홈 네트워크와 결합된 서비스로서 에너지 사용량 알리미 서비스, 대기전력 차단 서비스, 댁내 가전기기 원격제어 서비스, 에너지 컨설팅 서비스 등 4종의 스마트 홈 서비스를 도출하였다. 미래 스마트 그리드 홈 서비스 고객은 4종 서비스 모두에 60%이상의 이용의향을 보였으며 특히 에너지 사용량 알리미 서비스와 대기전력 차단 서비스에 약 80%의 이용의향을 보였다.

• 한국조리학회지
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• 제16권2호
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• pp.199-214
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• 2010

본 연구는 호텔 예식 선택 속성의 만족도와 행동의도 관한 연구로 서울 및 대전 지역의 특급호텔 예식을 경험한 고객을 대상으로 하였다. 조사를 위해 총 300부의 설문지를 배포하여 이중 248부를 연구의 자료로 활용하였다. 자료는 데이터 코딩을 거친 후 SPSS 14.0 통계 패키지를 이용하여 분석하였다. 라이프스타일에 대한 요인 분석 결과 4개의 요인이 추출되었고, 호텔 예식 선택 속성에 관한 요인 분석 결과 5개의 요인이 추출되었다. 연구결과, 호텔 예식 라이프스타일에 따라 호텔선택 속성에 차이가 나타나고 있으며, 호텔 예식 만족도는 호텔 예식 행동의도에 영향을 미치는 것으로 나타났다.

• 한국조리학회지
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• 제13권1호
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• pp.62-74
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• 2007

This study is a practical analysis about customers who use menu in Japanese restaurants. The aim of this thesis is to research what the choice factors of the menu are and how they affect customers' satisfaction and reordering. This research also provides basic information and suggestions on the strategies of customers' satisfaction and differentiation. Research was conducted concerning customers who use travelers' hotels in Gwang-ju and Jeon-nam and they were asked to answer the questionnaire from August 20th to 30th. The 250 questionary forms were distributed and 238 pieces were returned. The result of analysis was that 17 variables were out of total 31 variables and they were also divided into 5 factors: food itself, extrinsic factor of food, events, atmosphere and locality of food. It was found that customers were greatly affected by the atmosphere of a restaurant, the mood of the day, social position, and the appropriateness of serving guests choosing a restaurant. And the main factors of reordering were the names of dishes, the explanations for the dishes, and their visual aspects, all of which were extrinsic factors.

• 유통과학연구
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• 제18권1호
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• pp.59-69
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• 2020

Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

• 식품보건융합연구
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• 제7권1호
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• pp.7-15
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• 2021

This study aims to empirically analyze the differences between groups of customers who prefer delivery food, which is rapidly growing amid the COVID-19 pandemic, and those who prefer the traditional practice of visiting offline restaurants. Based on the eating out lifestyle, participants were divided into three groups: participants who prefer food delivery, those who prefer to visit restaurants, and those who favor both. The comparison of differences between the groups was analyzed. A total of 215 questionnaires were distributed, and reliability and validity were verified with a sample of 201 copies, excluding 14 unreliable respondents. Then, a multivariate analysis of variance was used to compare the groups. The results showed that regarding offline restaurants, the group of customers who prefer to visit restaurants valued their atmosphere, while the customers who prefer delivery food valued the reputation of the restaurant. Regarding delivery-specialized restaurants, the group of customers who prefer delivery placed greater value on coupon events and payment convenience than other groups. The results revealed that the difference between the customers who prefer to visit restaurants and those who prefer delivery food was identified through empirical analysis, which provides strategic implications for catering companies and restaurant industries during COVID-19 in Korea.