• Title/Summary/Keyword: customer's satisfaction

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Cosmetics Purchasing Behavior According to Lifestyle Types of Discount Store Consumers (대형할인점 소비자의 라이프스타일 유형에 따른 화장품 구매행동)

  • 선정희;유태순
    • Journal of the Korean Society of Costume
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    • v.53 no.6
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    • pp.75-86
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    • 2003
  • The purpose of the study is to identify consumers' use of information source, store image, and demographic characteristics by their lifestyle types. and to establish a strategy for marketing and customer satisfaction management in order to response actively to the change of consumer behavior and to survive in this boundless competition. Out of the adult females who visited any discount store from October 3 to October 13. 2001. 300 women who would understand the purpose of the survey and respond it. were given with the questionnaire. Finally, 245 questionnaires were returned and analyzed. The data were processed in factor analysis. group analysis. deviation analysis. Duncan. and cross analysis. with SPSS WIN 10.0. The results are as follows: 1. Life style were categorized into 4 groups: social service pursuing group, fashion change pursuing group. convenience pursuing group, cultural life pursuing group. 2. There were some differences in discount store consumers's use of information source about the cosmetics according to lifestyle types. 3. There were some differences in discount store consumers's store image about the cosmetics according to lifestyle types. 4. There were some differences in discount store consumers's demographic characteristics about the cosmetics according to lifestyle types.

Employee Expectation to Demonstrate Innovative Work Behaviour in Asia

  • Jadhav, Veena;Seetharaman, A.;Rai, Shivkumar
    • The Journal of Asian Finance, Economics and Business
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    • v.4 no.1
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    • pp.67-78
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    • 2017
  • The competitive nature of enterprises requires organizations to foster an environment that encourages employee innovation that leads to profitability and customer satisfaction. Organizational innovation is influenced by several factors with employee behaviour being one of the important factors. Employees contribute in the innovation process and thus, it is important for organizations to understand employee expectations to demonstrate innovative work behaviour in order to create and maintain an innovative work culture. In the present study, a conceptual model based on culture, reward and program, training, compensations, leadership and systems was tested to assess that impact on employee expectations leading to innovative work behaviour. The study was conducted in the context of city-state of Singapore due to its significant emphasis on promoting and nurturing employee innovation. The model was tested using empirical data collected through a survey of employees in Singapore. The results indicate that while culture, rewards and training programs have a direct relationship on employee expectations to demonstrate innovative work behaviour, when considered together, leadership and systems are significantly and positively associated with employee expectations. These factors are usually under the control of organizations and can be enhanced through systematic interventions, thereby providing practice managers an avenue to improve employee innovation behaviour. The other implications of the findings and future scope are discussed.

Comparative Study on the Changes and Prospects of Flexible Food Packaging Design (식품용 유연포장 디자인의 변천과 전망에 관한 비교 분석)

  • Noh, Kyung-Soo;Yoo, Wang-Jin
    • KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
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    • v.14 no.1
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    • pp.1-8
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    • 2008
  • New concepts and solutions for the Flexible Food Packaging Design have been demanded to meet the various customer's needs and to compete with other worldwide products. Future-oriented designs beyond the basic functions of preserving and protecting contents can only meet the demands on product's reliability and consumer's satisfaction, specially considering environmental issues. This study is to describe the spiritual values of Korean Flexible Food Packaging Design on the basis of comprehensive understanding and to identify the process of changes and developments. The thesis also forecasts the future of Flexible Food Packaging. Little progress in the Flexible Food Packaging has been made because of the slow response, only to meet the increasing demand without any statistical or theoretical study. On the contrary, Korean Flexible Food Packaging Design has been developed by imitating foreigners' and made mistake of not creating original design reflecting a native traditional culture. This study researches the roles of food-classified flexible packaging to predict the near future trend of packaging industry classifying those into functional, visual, environmental and industrial aspects.

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Developing APC for Weighting Quality Attributes (품질 속성의 가중치 선정을 위한 APC에 관한 연구)

  • Song, Hae Geun
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.36 no.3
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    • pp.8-16
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    • 2013
  • Determining relative importance among many quality attributes under financial constraints is an important task. The weighted value of an attribute particularly in QFD, will influence on engineering characteristics and this will eventually influence the whole manufacturing process such as parts deployment, process planning, and production planning. Several scholars have suggested weighting formulas using CSC (Customer Satisfaction Coefficient) in the Kano model. However, previous research shows that the validity of the CSC approaches has not been proved systematically. The aim of the present study is to address drawbacks of CSC and to develop APC (Average Potential Coefficient), a new approach for weighting of quality attributes. For this, the current study investigated 33 quality attributes of e-learning and conducted a survey of 375 university students for the results of APC, the Kano model, and the direct importance of the quality attributes. The results show that the proposed APC is better than other approaches based on the correlation analysis with the results of direct importance. An analysis of e-leaning's quality perceptions using the Kano model and suggestions for improving e-learning's service quality are also included in this study.

A Study on Latency Time Improvement of Electronic Commerce System Using Local Server and Web Cashing (로컬서버와 웹캐싱을 이용한 전자상거래 시스템의 지연속도 개선에 관한 연구)

  • Yoon,, Yong-Ki;Ko, Il-Seok;Leem, Choon-Seong
    • The KIPS Transactions:PartB
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    • v.9B no.5
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    • pp.555-562
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    • 2002
  • Increasing of electronic commerce users and high-capacity multimedia data is the main causes of increasing of load and network traffic in electronic commerce system. Increasing of load and network traffic brings the delay of service about client's request. And it's becoming factor that decreases customer satisfaction and corporation's competitive ability. So it is needed to research that consider efficient management and response time of electronic commerce system. In this paper, we designed electronic commerce system based on local server with web cashing function in order to solve load problem of electronic commerce system. And we proposed web cashing algorithm for local web server and analyzed performance by an experiment.

The Effect of ESG Activities on the Business Performance - Focused on Korean National Flag Carrier - (ESG 경영이 기업의 경영성과에 미치는 영향 - 국적항공사를 중심으로 -)

  • Ahn, Jong Seon;Chung, Sukhoon;Lee, Sang Ryeong;Park, Jin-Woo
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.30 no.3
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    • pp.92-108
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    • 2022
  • This study aims to intensively analyze the effect of ESG activities on the Business performance focused on Korean national flag carrier. The purpose of this study is to provide ESG activities to promote the sustainable development of Korean national flag carriers by verifying the impact of ESG on airline's business performance through mediate variables within the airline industry in consideration of the value and importance of ESG. A survey is conducted with a total of 272 users of Korea's national flag carrier both Korean air and Asiana airline. The collected data is analyzed using a structural equation model. The results show that ESG management has an indirect positive effect on business performance. It is expected that the results of this study may be employed as fundamental data to emphasize the relative importance of an ESG activities, thereby enhancing the Korean national flag carrier's business management and eliciting a positive impact on sustainable growth.

The effect of restaurant in-store color and music congruency on customer's emotional responses and behavioral intentions (레스토랑 실내의 색채와 배경 음악의 조화가 고객의 감정적 반응 및 행동 의도에 미치는 영향)

  • Jo, Mi-Na
    • Science of Emotion and Sensibility
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    • v.14 no.1
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    • pp.27-38
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    • 2011
  • This study was aimed to investigate the effects of restaurant in-store color and music congruency on consumer's emotional responses and behavioral intentions. The web survey was conducted among 400 customers(aged from 20~39 years old) who lived in Seoul and Kyunggi, Incheon Province. To find ensemble effect of color and music, 3D studio MAX were used to make high-stimulus(exciting) and low-stimulus(calm) and 3D virtual reality restaurant simulation stimulus were applied. The statistical data analyses were performed using SPSS/WIN 18.0 and reliability analysis, factor analysis, regression analysis were used. Based on the result of the conducting factor analysis, emotional responses were classified into 2 factors: positive emotion and negative emotion. Satisfaction was classified into 1 factor: satisfaction. Loyalty was classified into 1 factor: loyalty. Cronbach's alpha was calculated for the reliability of the survey instrument. Consequently, restaurant in-store color and music congruency were shown to affect positive emotion and negative emotion. Positive emotion and negative emotion were shown to affect satisfaction. Satisfaction were shown to affect loyalty. Music congruency had a higher effect on positive emotion than color congruency. Color congruency had a higher effect on negative emotion than music congruency. The results of this study will serve as a basis of color and music congruency with restaurant atmospherics.

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The Structural Relationships between Control Types over Salespeople, Their Responses, and Job Satisfaction - Mediating Roles of Role Clarity and Self-Efficacy - (영업사원에 대한 통제유형, 반응, 그리고 직무만족 간의 구조적 관계 - 역할명확성과 자기효능감의 매개효과 -)

  • Yoo, Dong-Keun;Lim, Jong-Koo;Lim, Ji-Hoon
    • Journal of Global Scholars of Marketing Science
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    • v.17 no.4
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    • pp.23-49
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    • 2007
  • Salespeople act at the point of MOT with customers and deliver the enterprise's message to the customers. They build up relationships with customers as well as deliver the customer's message to the enterprise. The salespeople's activity at the point of MOT with the customers and the degree of satisfaction of the customers' needs will affect the customers' attitude toward the enterprise, brand loyalty, and retention intention. Ultimately, it will influence the enterprise's financial performance. The control of salespe1ople is one of the most interesting topics of marketing. This research investigates the relationships of the control types over salespeople(positive/negative outcome control, positive/negative behavior control) and job satisfaction and their mediating variables. The mediating variables in the relationships have been identified as outcome/behavior-related role clarity and self-efficacy. The purpose of this study is more specifically as follows: First, it investigate how the perception of salespeople control types affect role-clarity. Second, it examines how the perception of salespeople control types influence self-efficacy. Third, it investigate the mediating role of role-clarity between the perception of salespeople control types and self-efficacy. Fourth, it investigates how role-clarity affect self-efficacy and job satisfaction. Finally, it will investigates how self-efficacy influences job satisfaction. Data were collected from the pharmaceutical industry salespeople and analyzed by SPSS 12.0 and AMOS 6.0. The data were collected by 400 respondents and 377 valid questionnaires were analyzed. The results are summarized as follows: First, positive/negative outcome controls had a positive relationship with outcome-related role clarity. Also positive behavior control had a positive effect on behavior-related role clarity, but negative behavior control didn't influence behavior-related role clarity. Second, positive outcome control influenced self-efficacy positively, but positive behavior control didn't have a positive effect on self-efficacy. In addition negative outcome control and negative behavior control had a positive effect on self-efficacy due to the mediating role of outcome-related and behavior-related role clarity. Third, outcome-related role clarity and behavior-related role clarity influenced self-efficacy positively. Behavior-related role clarity had a positive effect on job satisfaction, but outcome-related role clarity didn't influence job satisfaction. Finally, self-efficacy didn't have any effect on job satisfaction. The contributions of this study are as follows: First, existing studies have investigated the direct causal relationship between salespeoples' control type and performance, but this study investigates the structural causality between salespeoples' control types, responses, and performances. Second, this study found the mediating role of outcome-related/behavior-related role-clarity between outcome/behavior control and self-efficacy. Finally, the findings of this study further insight to existing studies on the relationship between job satisfaction and self-efficacy. The confidence of salespeoples' task influenced job satisfaction positively in existing articles,field studies, but the relationship between these two variables was not significant in this study. This means that there can be a different relationship between confidence and job satisfaction according to salespeoples' business. That is, the business environment may not be satisfying, even if the salespeople say that they have ability and confidence about their business. This means that able salespeople who have ability and confidence about their business are not satisfied with their job advancement in the company. Therefore, enterprise need to provide training that can establish a business environment that can satisfy the salespeole's expectation level which will secure good salespeople. This study may have limitation when applied to future studies. First,in this study as with existing studies it investigates the control level that salespeople feel is being measured. Actuality, the control level that a manager enforces and the control level that salespeople perceive when one is late can be different. There is need to measure lateness from both the perspective of the manager and salespeople should be done to supplement this study in the future Second, this study used variables that were connected with action result but salespeople's job satisfaction is due to the result of control. But, focusing on result of control can provide a more important financial result than sales performance. This study is also limited in that it did not consider financial result by result of control. Further studies on this will need to be done in the future. Third, this study may have a further limitation,because the investigation was restricted to pharmaceutical salespeople selling to hospitals. It is necessary to execute investigations in various industries to increase the generalization of the study findings Fourth, in this study, role clarity and self-efficacy by response variable for control and considered job satisfaction by outcome variable of control was considered. But, can other variables be considered beside response variable and result variable for control? For example, can financial affairs and change of post by outcome variable along with business stress by response variable for control be considered? Therefore, future studies need to consider various control variables. Finally, there is limited supporting research in the field of marketing which restricts the generalization of the study finding along with collecting material through random sampling of a limited size. This research summarizes the research in this area, the difference from the previous research, and provides a discussion of its limitations and the need and direction for further future research.

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Impact of the User Experience on OTT services on Continuous Use Intention: Mainly focusing on the Use Satisfaction Mediating Effect (OTT 서비스에 대한 사용자 경험이 지속적 이용 의도에 미치는 영향: 이용 만족의 매개효과를 중심으로)

  • Youm, Dongsup
    • Journal of Digital Convergence
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    • v.20 no.5
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    • pp.513-523
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    • 2022
  • Generally, people act to use Information Technology on the premise of their experience in using various Information Technology. Namely, users perceive Information Technology through their User Experience, and these User Experiences can be said to impact Continuous Use Intention of the Information Technology. Based on this condition, the present study was proceeded to investigate the User Satisfaction's Mediating effect in the relationship between User Experience and Continuous Use Intention of the OTT services. For this purpose, 195 male and female college students' survey data were used for analysis, verified through the SPSS Process Macro. As a result of the analysis, not only the Reliability experience for the OTT services but also the Usability, Convenience, and Pleasurable experiences' User Experiences were verified that Use Satisfaction was Fully Mediating in relation to Continuous Use Intention. This result gives an implication that the importance of User Experience and Use Satisfaction in maintaining customers through continuous use of OTT services are worth noting. Overall, the present study increased the customer utility for OTT services and confirmed the importance of User Experience and Use Satisfaction in order to increase the competitiveness of the company. Also, it proposed a direction for an in-depth future research to develop this study.

A Study on Consumer Trust Building in an Internet Marketplace (인터넷 오픈마켓 거래안전 요인과 소비자신뢰의 관계 연구)

  • Lee, Ki-Heon
    • CRM연구
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    • v.1 no.1
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    • pp.23-48
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    • 2006
  • Internet B2C marketplace such as 'Auction', 'G Market', 'Daum onket' etc.(called open market) has grown sharply in sales about yearly 100% rate increase in recent 1-2 years in Korea. Although Open marketplace has much reputation and the customer loyalty, almost of merchants participated in open market, which size in sales are medium/small, has poor reputation and trust. Consumers, who have to get in touch with untrustworthy merchants for trade in openmarket, perceive high trade risk which undergo the monetary damages such as 'merchandise never received'. This examines what factors consumer trust develop in online marketplace. This study explores several perceived risk factors in an open market by factor analysis and multi-regression to prove the relationships between the degree of trust for the merchants and the perceived trade risk. 133 data collected from the open market user data in this survey. In this study, the consumer's trade satisfaction in open market is low by 4.2 point degree of 7 point likert scale. and perceives 4 trade risk factors such as (1) 'failure to honor warranty or guarantee' (2) 'defective/poor goods in quality' (3) 'merchandise never received or received late' (4) 'poor information'. the degree of merchant's trust has significant relationship with the degree of perceived risk(sig. = 0.0000, $R^2=.327$) We find that the open market has to enhance the relationship marketing of trust by developing the strategies.

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