• Title/Summary/Keyword: consumer satisfaction model

Search Result 355, Processing Time 0.03 seconds

Effect of Satisfaction and Absorption of Spectating on Desire of Re-Spectating at the Professional Sporting Events (프로스포츠 관람만족 및 관람몰입이 재관람의사에 미치는 영향)

  • Kim, Hong-Seol
    • The Journal of the Korea Contents Association
    • /
    • v.8 no.7
    • /
    • pp.216-223
    • /
    • 2008
  • The purpose of this study was to examine the effects of the satisfaction and absorption of spectating on desire of re-spectating at the professional sporting events. This study set a model of consumer behavior decision based on the results of the precedent studies about the determinative factors of consumer behavior and the hypothetical model done by Wakefield & Sloan(1995), Hansen & Gauthier(1989), Jeffrey(1997), Green(1995), and Kim(1999) and clarified it through the regression. To attain the goal of the study described above paragraphs, some viewers of 2007 season pro-soccer and pro-baseball games were set as a collected group. Then, using the stratified cluster random sampling method, finally drew out and analyzed 605 spectators in total. Data collected through a questionnaire designed for this study consist of fixed alternative choice response to items constructed to represent the operational definition for each variable. Statistics employed for data analysis was correlation and multiple regression. Based upon the results of the study, the following conclusions appear warranted: 1. Satisfaction of spectating influence on desire of re-spectating at the professional sporting events. 2. Satisfaction of absorption influence on desire of re-spectating at the professional sporting events.

Retail Distribution Strategies for Train Tickets: The Extended UTAUT Model

  • PARK, Yoon-Joo;AHN, Sung-Sook
    • Journal of Distribution Science
    • /
    • v.19 no.9
    • /
    • pp.5-17
    • /
    • 2021
  • Purpose: As mobile devices are commonly used and contact-free services are widespread due to the COVID-19 pandemic in the recent distribution environment, this study suggests retail strategies for consumers using high-speed railways. To this end, we analyzed how consumer perception on technologies necessary for use of mobile apps is related to the attitude that drives consumers to continue using the app services. Research design, data and methodology: Based on the extended unified theory of technology acceptance and use of technology model by Venkatesh, Morris, Davis and Davis (2003), we added variables proposed by existing theories that studied the technology acceptance model from multiple perspectives and empirically analyzed the relationship between user satisfaction and use intention with structural equation modeling. Results: As expected, factors necessary for the use of app services such as performance expectancy, social influence, price value, facilitating conditions, security, and aesthetics had positive effects on user satisfaction, whereas the effect of effort expectancy on user satisfaction was rejected. And user satisfaction was found to have a significant effect on intention to use. Conclusions: The results provide implications that strategic retail management of the above factors can motivate passengers to continuously use high-speed railways.

TV-Based Commerce Factors Increase Customer Satisfaction Through the Quality Attribute Analysis (TV 기반 상거래(TV Home-Shopping, T-Commerce)의 품질 속성 분석을 통한 소비자 만족도 증대요인 분석)

  • Park, Joonyong;Shin, Minsoo
    • The Journal of Society for e-Business Studies
    • /
    • v.21 no.2
    • /
    • pp.61-79
    • /
    • 2016
  • Recently, digital broadcasting service is growing as a TV-based commerce market spread. However, in previous studies, many researchers studied TV home shopping and T-Commerce separately each other, and there is little research on the attribute to increase the satisfaction of consumers. In this study, we analyzed the attribute to increase satisfaction of consumer using TV-based commerce, and we propose to the direction to move forward. We selected characteristics of TV home shopping and T-Commerce through previous studies, and analyzed satisfaction of customers with quality attributes of TV-based commerce using KANO model and ASC(Average Satisfaction Coefficient).

Causal Relationships Among Perceived Risk, Satisfaction, Switching Cost and Loyalty in Outpatient Health Services (외래 의료서비스의 지각된 위험, 만족, 전환비용 및 충성도의 인과관계)

  • Yom, Young-Hee;Lee, Kyu-Eun
    • Journal of Korean Academy of Nursing Administration
    • /
    • v.17 no.4
    • /
    • pp.516-523
    • /
    • 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.

The Effect of Hospital SCM on Logistics Performance (병원 통합물류시스템(SCM)이 물류 업무성과에 미치는 영향)

  • Cho, Moon-Suk;Yom, Young-Hee
    • Journal of Korean Academy of Nursing Administration
    • /
    • v.17 no.3
    • /
    • pp.284-292
    • /
    • 2011
  • Purpose: The purpose of this study was to examine the causal relationships among quality of hospital SCM (system quality, information quality, service quality), perceived usefulness, user satisfaction and logistics performance by hospital staff. Methods: A survey using a structured questionnaire was conducted with 276 hospital staff. Analysis of the data was with both SPSS Win 18.0 for descriptive statistics and AMOS 8.0 for the structural equation model. Results: The hypothetical model yielded Chi-square=8.121 (p=.087), df=4, $x^2$/df=2.030. GFI=.989, AGFI=.942, RMSEA=.066, NFI=.995, CFI=.997 TLI=.990 and showed good fit indices. Three dimensions of quality of SCM had significant direct effects on perceived usefulness. System and service of quality of SCM had significant direct effects on user satisfaction. Perceived usefulness had significant direct effects on user satisfaction. User satisfaction had significant direct effects on logistics performance. Conclusion: These results suggest that logistics performance can be enhanced by user satisfaction, user satisfaction can be enhanced by perceived usefulness, and perceived usefulness can be enhanced by quality of hospital SCM. Further study with various hospitals and various variables is necessary.

Individual Thinking Style leads its Emotional Perception: Development of Web-style Design Evaluation Model and Recommendation Algorithm Depending on Consumer Regulatory Focus (사고가 시각을 바꾼다: 조절 초점에 따른 소비자 감성 기반 웹 스타일 평가 모형 및 추천 알고리즘 개발)

  • Kim, Keon-Woo;Park, Do-Hyung
    • Journal of Intelligence and Information Systems
    • /
    • v.24 no.4
    • /
    • pp.171-196
    • /
    • 2018
  • With the development of the web, two-way communication and evaluation became possible and marketing paradigms shifted. In order to meet the needs of consumers, web design trends are continuously responding to consumer feedback. As the web becomes more and more important, both academics and businesses are studying consumer emotions and satisfaction on the web. However, some consumer characteristics are not well considered. Demographic characteristics such as age and sex have been studied extensively, but few studies consider psychological characteristics such as regulatory focus (i.e., emotional regulation). In this study, we analyze the effect of web style on consumer emotion. Many studies analyze the relationship between the web and regulatory focus, but most concentrate on the purpose of web use, particularly motivation and information search, rather than on web style and design. The web communicates with users through visual elements. Because the human brain is influenced by all five senses, both design factors and emotional responses are important in the web environment. Therefore, in this study, we examine the relationship between consumer emotion and satisfaction and web style and design. Previous studies have considered the effects of web layout, structure, and color on emotions. In this study, however, we excluded these web components, in contrast to earlier studies, and analyzed the relationship between consumer satisfaction and emotional indexes of web-style only. To perform this analysis, we collected consumer surveys presenting 40 web style themes to 204 consumers. Each consumer evaluated four themes. The emotional adjectives evaluated by consumers were composed of 18 contrast pairs, and the upper emotional indexes were extracted through factor analysis. The emotional indexes were 'softness,' 'modernity,' 'clearness,' and 'jam.' Hypotheses were established based on the assumption that emotional indexes have different effects on consumer satisfaction. After the analysis, hypotheses 1, 2, and 3 were accepted and hypothesis 4 was rejected. While hypothesis 4 was rejected, its effect on consumer satisfaction was negative, not positive. This means that emotional indexes such as 'softness,' 'modernity,' and 'clearness' have a positive effect on consumer satisfaction. In other words, consumers prefer emotions that are soft, emotional, natural, rounded, dynamic, modern, elaborate, unique, bright, pure, and clear. 'Jam' has a negative effect on consumer satisfaction. It means, consumer prefer the emotion which is empty, plain, and simple. Regulatory focus shows differences in motivation and propensity in various domains. It is important to consider organizational behavior and decision making according to the regulatory focus tendency, and it affects not only political, cultural, ethical judgments and behavior but also broad psychological problems. Regulatory focus also differs from emotional response. Promotion focus responds more strongly to positive emotional responses. On the other hand, prevention focus has a strong response to negative emotions. Web style is a type of service, and consumer satisfaction is affected not only by cognitive evaluation but also by emotion. This emotional response depends on whether the consumer will benefit or harm himself. Therefore, it is necessary to confirm the difference of the consumer's emotional response according to the regulatory focus which is one of the characteristics and viewpoint of the consumers about the web style. After MMR analysis result, hypothesis 5.3 was accepted, and hypothesis 5.4 was rejected. But hypothesis 5.4 supported in the opposite direction to the hypothesis. After validation, we confirmed the mechanism of emotional response according to the tendency of regulatory focus. Using the results, we developed the structure of web-style recommendation system and recommend methods through regulatory focus. We classified the regulatory focus group in to three categories that promotion, grey, prevention. Then, we suggest web-style recommend method along the group. If we further develop this study, we expect that the existing regulatory focus theory can be extended not only to the motivational part but also to the emotional behavioral response according to the regulatory focus tendency. Moreover, we believe that it is possible to recommend web-style according to regulatory focus and emotional desire which consumers most prefer.

The Factors Affecting Early Retired Men's Subjective Life Satisfaction (조기은퇴남성의 주관적 삶의 만족도에 미치는 영향요인 분석)

  • Kim, Ji-Kyung;Song, Hyun-Ju
    • Journal of Families and Better Life
    • /
    • v.27 no.3
    • /
    • pp.31-43
    • /
    • 2009
  • Using the first wave of KLoSA(Korean Longitudinal Study of Ageing) beta version, this study analyzed factors affecting early retired men's subjective life satisfaction through Binary Logit and Multiple Regression. Total 552 men were selected as a sample. The main results of empirical analysis in this study were as follows: The retirement reason(health-) and monthly household income(+) affected whether they were satisfied with the retirement life or not and subjective life satisfaction over all. Especially, the retirement reason(health-) had a stronger effect on whether early retired min were satisfied with the retirement life or not and their subjective life satisfaction than monthly household income revealed significant variable in previous studies. This result represents that the retiree's life satisfaction analysis model must include retiree's characteristics at the time of retirement as well as retiree's current status characteristics or socio-economic characteristics.

An Empirical Study on Charging Factors in Internet Industry (인터넷산업의 유료화 요인에 관한 실증적 연구)

  • 김민철;이동철;강길봉
    • Journal of the Korea Institute of Information and Communication Engineering
    • /
    • v.8 no.3
    • /
    • pp.754-760
    • /
    • 2004
  • The purpose of this paper is to examine the empirical analysis for charging factors and the evaluation models of internet site. Thus this is to analyze the charging factors affecting the consumer satisfaction of health information sites in the Internet. Based on the covariance structural model applied to a customer survey, this study shows that among the characteristics of the site, contents has the most significant effect on charging factor and customer satisfaction, which in turn affects the consumer willingness to recommend the site to others.

Antecedents of Complaining Behavior and Complaint Responses of Library and Information Center Users (도서관.정보센터 이용자 불평행동의 선행요인과 유형)

  • 오동근
    • Journal of Korean Library and Information Science Society
    • /
    • v.32 no.1
    • /
    • pp.261-283
    • /
    • 2001
  • This study investigates the antecedents of the complaining behaviors and complaint responses of the library and information center users based on the theoretical backgrounds and suggests eight propositions and conceptual model for the library and information center. It examines as the antecedents, satisfaction/dissatisfaction, attitude toward complaining, likelihood of success, materials/facilities/service importance, attribution, loyalty, and justices; and as complaint responses. exit, voice(redress seeking), negative word-of-mouth, and third party complaints.

  • PDF

Structural Analysis of Time and Money Attitudes, Leisure Consumption Behavior and Leisure Satisfaction (시간과 화폐에 대한 태도가 여가소비행동과 여가만족도에 미치는 영향에 대한 구조분석)

  • Huh, Kyungok;Cha, Kyung-Wook;Yoo, Soo-Hyun
    • Journal of Family Resource Management and Policy Review
    • /
    • v.19 no.2
    • /
    • pp.127-148
    • /
    • 2015
  • This study compared types of time and money attitudes by respondents' characteristics, and compared leisure consumption behavior and leisure satisfaction among different groups, which are classified by attitudes toward time and money. It also verified a structural model for the relationship of leisure satisfaction and the attitudes toward time and money, and investigated the moderating effects of leisure consumption behavior. Data were obtained from a questionnaire completed by 512 adult consumers. Using factor analyses and cluster analyses, this study classified the types of time and money attitudes. The time attitude was categorized according to four clusters: time-insensibility, future- oriented, present-oriented, and past-oriented. The money attitude was divided into four clusters: future safety, stinginess/anxiety, diversion, and power/prestige. The major findings of this study were as follows: First, the propensity of leisure consumption behavior to seek fashion and conspicuousness was higher for time-insensibility group than for the others. However, the propensity of rational consumption behavior for leisure was higher for the future-oriented group. The level of leisure satisfaction was the highest for the time-insensibility group. Second, the propensity of leisure consumption behavior to seek fashion and conspicuousness was higher for those who considered money as tools for diversion and power/prestige. The propensity of rational consumption behavior for leisure was higher for the future safety and stinginess/anxiety groups. The level of leisure satisfaction was significantly higher for the diversion group. Third, from the results of structural analyses, the time-insensibility attitude showed a positive effect on the leisure consumption behavior to seek fashion and conspicuousness. The future-oriented attitude had a positive effect on the propensity of rational consumption behavior for leisure. The money attitudes of diversion and power/prestige had positive impacts on the leisure consumption behavior to seek fashion and conspicuousness, although they had negative effects on the propensity of rational consumption behavior for leisure. The leisure consumption behavior to seek fashion and conspicuousness had a positive effect on leisure satisfaction, although the rational consumption behavior for leisure had a negative effect.