• 한국생활과학회지
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• 제21권5호
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• pp.957-973
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• 2012

This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions. The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies' complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services. The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.

• 대한안전경영과학회지
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• 제17권3호
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• pp.307-317
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• 2015

This study was to identify the effect of the satisfaction of certification, the educational use of the company offering certificate, the system of confirmation of the same model and the demographic aspect on the companies to see if compulsory certification(KC certificate) has negative effects on company management. First, the satisfaction of certification could reflect positive influences on company management. Second, there is no statistical significance in the education from the company offering certificate as a result of analyzing relationships but education is required and has an effect on improving quality according to the result of frequency analysis. Last, the system to declare by identifying the same model has a difference in significance in sales account, the development of products and warranty service for products.

• 한국산학기술학회논문지
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• 제18권12호
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• pp.548-556
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• 2017

본 연구는 팜파티 농가에 대한 인지적 이미지와 정서적 이미지가 소비자 만족과 재방문 의도에 미치는 영향을 분석하기 위한 목적으로 연구모형을 설계하여 가설을 검증하였다. 첫째 팜파티 농가의 이미지가 만족에 미치는 영향에 대해 검정을 실시한 결과 인지적 이미지와 정서적 이미지는 만족에 유의한 영향을 주었으며, 인지적 이미지가 정서적 이미지의 비교에서는 인지적 이미지가 만족에 더 많은 영향을 주는 것으로 연구되었다. 둘째, 만족이 재방문의도에 미치는 영향에 대해 검정을 실시한 결과 재방문의도에는 유의한 영향을 주었다. 팜파티를 통한 농촌관광 활성화와 농촌의 소득향상을 위해서는 팜파티 농가가 다른 농가와의 차별화된 이미지를 만들어 내는 것이 가장 중요하다고 할 수 있다. 따라서 6차 산업을 위한 팜파티 활성화를 위해서는 팜파티 농가마다 이미지를 만들어 내고 이를 홍보마케팅에 활용한다면 더욱 효율적인 농촌관광의 모델로 자리 잡을 수 있을 것이다. 본 연구는 현재 팜파티를 진행하고 있는 농가의 운영자들의 의견을 수렴하지 못한 것이 한계점이 있다. 따라서 후속연구에서는 팜파티 운영자 중심의 연구를 진행해보고자 한다.

• 한국의류학회지
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• 제46권1호
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• pp.80-98
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• 2022

Artificial intelligent chatbot services have recently become common in fashion e-retailing and are expected to improve online shopping by making it easy to recommend products. This study examines whether the perceived quality of a fashion chatbot affects consumers' trust and perception of usefulness, which in turn influences satisfaction and intention to use, in accordance with the information system success model. The study also investigates differences in perceived quality and consumer response variables between high and low groups of self-efficacy. A total of 341 consumers participated in an online survey. The results revealed that information quality and system quality had a significant impact on perceived usefulness and trust, and that service quality significantly impacted trust. Perceived usefulness and trust had a positive effect on consumer satisfaction, which in turn had a positive effect on intention to use. In addition, the findings revealed that people who had higher self-efficacy showed higher scores on perceived usefulness, trust, satisfaction, and intention to use chatbots as compared to people who had lower self-efficacy. This study suggested theoretical implications by applying the information system success model theory to fashion chatbot studies. It also suggested practical implications for e-commerce marketers developing retail strategies.

• 한국생활과학회지
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• 제15권6호
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• pp.1025-1035
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• 2006

Brand Relationship Quality(BRQ) reflects the intensity and viability of the enduring association between a consumer and a brand so it is assumed to be the indicator which can affect brand performance such as brand satisfaction, brand attitude, and brand loyalty. The purpose of this study is to analyze the structural equation model showing the path between BRQ and brand performance. The subjects were women in their 20s to 40s living in Seoul and other metropolitan areas. 482 copies of questionnaire were analyzed by reliability, Pearson's correlation analysis, confirmatory factor analysis using SPSS 11.0 Package and AMOS 5.0 Package. The results showed that BRQ had positive influence on the brand performance-brand satisfaction, brand attitude, brand loyalty. As for the total effect about brand loyalty, BRQ was the most influential variable compared with other variables- brand satisfaction, brand attitude. The indirect impact of BRQ on brand loyalty is bigger than the direct impact of BRQ and brand satisfaction emerged as the important intermediate variable between BRQ and brand loyalty. Therefore, effective marketing strategy can be accomplished according to differential impact of the BRQ facets to induce consumer's satisfaction, which can lead to brand loyalty.

• 한국의류학회지
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• 제45권3호
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• pp.559-572
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• 2021

This study explores the effects of VR (Virtual Reality) store vividness, which is one of VR shopping environmental features used in previous research, on user satisfaction. In addition, the mediating role of immersion between VR store vividness and user satisfaction is investigated. The moderating role of self-efficacy is also explored since the effects of vividness and immersion on user satisfaction may depend on a consumer's perceived shopping self-efficacy. A total of 58 participants experienced a VR store with the Oculus Go VR headset. To test the hypotheses, model 14 of Process Macro 3.4 is used (95% Confidence Interval). According to the results, immersion mediated between VR store vividness and user satisfaction. Additionally, there was a significant interaction effect between immersion and self-efficacy on user satisfaction. When a consumer experiences high immersion at a VR store, consumers may have a strongly positive experience, especially among those who have a perceived low shopping self-efficacy.

• 한국의류학회지
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• 제26권3_4호
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• pp.548-559
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• 2002

본 연구에서는 소비자 측면에서 영향을 미치는 중요한 요소인 소비자 특성에 따라 소비후 과정이 달라지는 점에 주목하여 쇼핑가치에 따라 만족을 판단하는 과정에 어떠한 차이를 보이고 있는지를 알아보았다. 본 연구의 자료수집은 대학생을 대상으로 설문지 응답방식을 수집하였으며, 총 614부를 최종 자료분석에 사용하였다. 통계분석을 위하여 군집분석, t-test를 실시하였으며, 제시된 인과모형을 검증하기 위하여 공변량구조모형분석을 이용하였다.

• International Journal of Advanced Culture Technology
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• 제10권4호
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• pp.190-197
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• 2022

The purpose of this study is to investigate the effect of consumer's authenticity perception on brand repurchase intention and word-of-mouth intention through customer satisfaction and brand attachment. For this purpose, a structural equation model was established based on previous studies and an empirical study was conducted. The survey was conducted offline and online, and samples were collected using a convenient sampling method. A total of 267 questionnaires were sampled, and 255 questionnaires were used as final valid samples, except for 12 questionnaires with errors. For the final data, SPSS Win ver. 23.0 and AMOS 20.0 statistical programs were used to analyze the personal characteristics of the subjects, verify the research model, and confirm the reliability and validity of the measurement model and the suitability of the research model.As a result, all six hypotheses were adopted, and the correlation between each factor was observed in the research model.

• Human Ecology Research
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• 제55권2호
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• pp.205-219
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• 2017

This study redefines 'consumer privacy attitude and behavior discrepancy' that occurs in the transaction environment that exists between consumer and provider as 'consumer privacy paradox.' In this study, qualitative research was conducted based on grounded theory. This study explored how consumers react to a privacy paradox as well as looked into how to adapt to the negative and positive results that can be generated by the privacy paradox. 'Consumer privacy paradox' is the same as the existing privacy paradox in that consumers can utilize the resources of personal information to consume and benefit from the market environment. However, it differs from previous studies in that it examines the privacy paradox in terms of consumer influence and consumer experience. The results of the study are as follows. First, a paradigm model of the consumer privacy paradox was derived. Second, consumers used three types of strategies to rationalize themselves or maintain indifference or relief to cope with the consumer privacy paradox. Third, the possibility of damage and the responsibility for privacy protection were the mediators of the consumer privacy paradox. Fourth, the 'result' generated by the consumer privacy paradox showed four types of: non-response, satisfaction, commitment to change, and negative emotional experience. Fifth, there is a difference in strategies to respond to the consumer privacy paradox according to consumer types.

• Human Ecology Research
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• 제54권6호
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• pp.589-598
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• 2016

The study finds a constructive way to improve shared houses by analyzing shared house living conditions, satisfaction of the residents and potential consumer's needs. For this, a survey of 179 single-person university residents and interviews with seven young adults residing in shared house was conducted. The results showed that shared house tenants had high satisfaction in regard to bedrooms, common spaces, and rental costs. They successfully adapted to community life by frequently using the living, dining spaces, and common spaces with respect and consideration towards other tenants by following rules. Single-person university household should prefer single rooms and the biggest consideration when they move into a shared house is rent. Affordable rates were 300,000 to 350,000 Korean Won per month (40.5%) and deposit of 3 million won or less (64.3%). Results also showed a need for a professional manager residing in the house with a cleaning service for common spaces and a want to share hobbies with other tenants (3.25/5 point scale). It is very important in a housing welfare perspective that one experiences the value of living and emotional sharing to heighten the satisfaction through shared houses. It is essential to put effort into developing a service that reflects consumer's needs for shared houses to continue as a housing alternative model for young adults.