• 한국IT서비스학회지
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• 제12권1호
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• pp.215-227
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• 2013

Currently, improved quality of life has facilitated consumers' indulgence in a diverse range of cultural cuisines. Consequently, the evolvement of the food service industry has been developing itself according to the diversified needs of the consumers. In particular, a great amount of interest has been expressed in a new form of food service known as family restaurants. Family restaurant service providers have begun to provide information regarding family restaurant usage, including various foods and services, through their websites in order to yield better service to consumers. For family restaurant service providers, comprehending the consumers' purpose of using the company's websites is a crucial managerial issue and it plays an important role in the development of good marketing strategies. There exists a distinction in websites usage purposes according to the different values of consumers; the hedonic value and the utilitarian value. When consumers gain satisfaction through family restaurant websites usage, this satisfaction extends to word of mouth communication effect. In order to develop good Internet marketing strategies, this study is prepared to assist family restaurant service providers understand the relationships among customer value, usage purpose, customer satisfaction, and word of mouth communication with regards to the family restaurant websites. The results of this study provide useful implications to understand consumer behavior and to develop marketing strategies in a family restaurant websites.

• 품질경영학회지
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• 제45권1호
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• pp.39-54
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• 2017

Purpose: This study evaluated the effect of customer relationship management (CRM) on customer's brand loyalty in the holistic perspective of relational benefits, relationship quality and relation value. This paper attempted to find out the psychological process that links the relational benefits and brand loyalty. Methods: The data was collected by using the structured questionnaires to VIP customers and general customers of major domestic banks. The proposed research model is empirically tested using 324 valid questionnaires using SPSS 23 and AMOS 23. Results: This research indicated the partially positive relationship between the relational benefits and relation values, and between relational benefits and relationship quality. The relation value and relationship quality positively affects the relation commitment and the relation commitment also positively affects brand loyalty. This study also shows that the relation value affects the brand loyalty through the mediation of relation commitment, but also the relationship quality affects the brand loyalty through the media of relation commitment. Conclusions: This study investigates the role of perceptional factors(relational value and relationship quality) and affective factors(relation commitment) to find the relationship between relational benefits and brand loyalty. It also suggest the relative influence of relational benefits on relation value.

• The Journal of Asian Finance, Economics and Business
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• 제9권6호
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• pp.219-230
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• 2022

The goal of this research is to look into the relationship between social media marketing activities and brand attachment in the online marketing business, based on the indirect effect of perceived value and self-brand connections. For this reason, the study has used self-administered questionnaires to collect the data from 425 males from the major cities of Pakistan including Islamabad, Karachi, Lahore, and Sialkot. Furthermore, based on the PLS-SEM technique the empirical findings show that social media marketing activities positively affect perceived value, self-brand connections, and brand attachment. Perceived value has a significant positive impact on brand attachment and mediates the influence of social media marketing activities on brand attachment. In addition to this, self-brand connections have a positive effect on brand attachment, and self-brand connections mediate the relationship between them. Thus, firms employing social media marketing activities successfully in their branding build upon a positive perception of the brand in the customer's mind resulting in customer attachment with the brand. This study can assist the e-commerce managers and brand managers in building strong customer attachment via perceived value and self-brand connections.

• Journal of Information Technology Applications and Management
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• 제30권6호
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• pp.53-68
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• 2023

Through the COVID-19 pandemic, the demand for non-face-to-face communication systems has surged, leading to an increased prevalence of virtual interactions across various domains, such as tasks, meetings, orders and deliveries, and even student education. Against this backdrop, interest in the metaverse platform has been on the rise, with metaverse services like Zepeto, Roblox, and Minecraft expanding beyond gaming to encompass educational fields as well. This study aims to identify authenticity factors influencing metaverse platform-based educational services and examine their impact. The authenticity components are defined as integrity, empathy, interactivity, presence, and uniqueness. The study investigates the effects of these authenticity components on both service value and service satisfaction. To achieve this, a survey involving 320 metaverse users was conducted, and the model was subjected to statistical validation. The findings of this research underscore that perceiving metaverse education services, still in the early stages of introduction, as authentic educational methods for learners positively influences satisfaction with the educational service.This study holds significance as it lays the theoretical groundwork for enhancing the authenticity of educational services in virtual space. It defines and proposes authenticity elements for customer satisfaction in metaverse educational services, which are still in their nascent stages. Moving forward, it is anticipated that various studies will be conducted to enhance the value of metaverse education services and achieve higher customer satisfaction as customer experiences evolve and deepen.

• 서비스연구
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• 제10권1호
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• pp.97-107
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• 2020

본 연구는 서비스에서 서비스스케이프에 대한 고객수용이 고객만족에 미치는 영향을 테마파크를 중심으로 실증하기 위한 것이다. 특히 서비스스케이프에 대해 고객이 인지하는 유용성 및 이용상의 편리함의 정도는 서비스에 대한 공동창조 활동과 공유 가치의 창출 과정을 거쳐서 궁극적으로는 고객만족에 영향을 미치게 된다. 이러한 구조적 영향 관계를 실증하기 위해서 서비스 경영을 수강하는 대학 학부 및 대학원 학생 총 247명을 대상으로 설문을 통해 분석한 결과, 서비스스케이프에 대한 고객의 수용이, 서비스의 공동창조 활동에 영향을 미치며 공유 가치를 창출하여 비로소 만족도 제고에 기여하게 된다. 본 연구에서 도출된 결과를 세부적으로 살펴보면 서비스스케이프에서 테마파크 직원들의 복장이나 및 상징물 등 유용성을 고려해야 하며, 시설 자체의 편의성 등이 중요하므로 서비스스케이프에 대한 지속적 관리 및 투자가 필요하다. 그리고 현장에 실시간적 정보의 표출 등으로 고객이 서비스 활용함에 불편이 없어야 하고 공유가치 창출을 통해서 고객만족도를 높일 수 있음을 밝혀주고 있다. 본 연구는 대규모의 현장이 존재하고 다수 고객의 분포가 실시간적으로 변화하는 특성을 갖는 테마파크를 중심으로 실증되었기 때문에 다른 서비스에 적용하는데 제약이 있으며, 다양한 분야에 적용하기 위해서는 많은 전문역량이 투입되고 재해석되어야 한다.

• 패션비즈니스
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• 제18권1호
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• pp.1-21
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• 2014

This study exceeds the view on the fragmentary fact-finding surveys related to the application of mobile commerce which further develops the evaluation model of fashion mobile commerce website and considers the validity of comprehensive fashion mobile commerce with quality evaluation factors according to the Task-Technology Fit. To fulfill the study objectives, a total of 433 questionnaires are being conducted to the customers with first-hand experience on fashion merchandises through mobile commerce. The judgement sampling method is employed according to the sample population ages from 20s to 30s during two months period. Based on the results of the above-mentioned path analysis, we have observed the following: First, the path relation analysis results show that the M-marketing (M-marketing) between perceived usabilities had effects to the perceived usability and the M-sales had effects to the perceived usability. Second, as seen from the fashion mobile shopping conformance (TTF), the perceived usability, customer satisfaction, and path pipe analysis result conformances between perceived values and immersions have effects of perceived usability, customer satisfaction and perceived value, and thus, indicate that the perceived usability had effects on the customer satisfaction and immersion. Third, the customer satisfaction, perceived value and immersion all have effects on the purchasing intention.

• 한국의류산업학회지
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• 제23권6호
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• pp.770-780
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• 2021

The purpose of this study is to classify customer experience components using Bernd H. Schmitt's Strategic Experiential Modules and explore the relevance between fashion lifestyle and customer experience components. A survey was conducted on 400 adults between the ages of 20s to 50s who had experience in sportswear stores. The results obtained are as follows. First, according to fashion lifestyle, the respondents were divided into an individuality-valued pragmatic group, a trend-oriented brand-seeking group, a fashion-interested group, and a conservative pragmatic group. Second, customer experience components were divided into sensory experience, emotional experience, cognitive experience, behavioral experience, and relational experience. Third, on analyzing the relationship between customer experience and fashion lifestyle, it was found that a fashion-interested group has the highest value in all experiences; therefore, it can be considered that the higher the interest in fashion, the more important is the customer experience. On the other hand, the conservative pragmatic group represented generally smaller values than the other three groups in all customer experiences. Fourth, there were significant differences in the customer experience components that were considered to be important depending on the fashion lifestyle type. An individuality-valued pragmatic group valued cognitive experiences, a fashion-interested group valued all experiences, and a conservative pragmatic group showed low scores in all customer experiences. The results of this study will allow companies to build more customer-friendly experiences and enable consumers to engage in satisfactory purchasing activities through better customer experiences.

• 한국조리학회:학술대회논문집
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• 한국조리학회 2006년도 제41차 정기하계학술세미나
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• pp.115-134
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• 2006

This study was conducted during a period from July 4 to 30 to investigate the effect of restaurant environment upon customer's satisfaction and crowdedness awareness. Total 800sets of questionnaire were distributed among major food service corporations. They were 16 restaurants from McDonald, Burger King, Popeyes, KFC, Rits Carlton, Intercontinental, The Westin Chosun, Hilton, Merriot, Outback Steak House, Bennigans, VIPS, Pizza Hut Pul-hyanggi(Scent of grass), Nolboo Co.,, and Our Story, and received 50 see each to hand out to their customers. Out of total 800 sets of questionnaires, 592 sets (74.25% were retrieved and underwent a Multiple Regression Analysis. We found the following results from the study. First among each variable of restaurant environment that had a significant effect on the crowding, 'pTast service' and 'responsiveness to customer complaints' sooted a regression coefficient value 0.381 and 0.325 respectively. Second, among each restaurant environment factor that had a significant effect on crowding, 'quality of facility' sooted the highest regression coefficient value 0.423 with a standard error score 0.1074, fellowed by 'status of waiting', 'overall ambience' and 'service quality' in ascending order. Third, in the analysis of the effect of each environmental factor upon the satisfaction rate, 'status of waiting' showed the highest regression coefficient value 0.3821 with a standard error score 0.4565, followed by 'cleanliness', 'service quality' and 'conveniency', in ascending order.

• 벤처혁신연구
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• 제6권4호
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• pp.23-40
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• 2023

본 연구는 빠른 속도로 디지털화 및 모바일화되는 리테일 산업에서 전통적인 오프라인 리테일러인 백화점을 대상으로 고객 가치 이론을 기반으로 백화점의 모바일 앱 지속 이용 의도에 영향을 미치는 고객 가치 요인을 조사한다. 본 연구에서는 다차원적인 고객 가치를 기능적 가치, 편의적 가치, 그리고 사회적 가치의 세 가지 차원으로 분류하였다. 기능적 가치는 옴니채널 리테일 환경에서의 채널 간 통합과 일관된 고객 경험 제공을 의미하며, 편의적 가치는 고객이 모바일 앱 이용 시 절약할 수 있는 시간과 노력의 절약인 편의성이다. 사회적 가치는 백화점의 모바일 앱 내 친환경 마케팅과 관련하여 제품 또는 서비스 사용으로 인해 발생하는 사회적 승인 또는 사회적 자아 개념의 향상을 뜻한다. 이렇게 세 가지 차원의 고객 가치를 선행변수로 하여 종속변수인 모바일 앱 지속 이용 의도에 미치는 각 영향력을 분석하였다. 국내 신세계 백화점의 모바일 앱 사용 이력이 있는 고객을 대상으로 데이터 수집 후 Smart PLS 4.0을 사용하여 실증 분석하였다. 분석 결과 고객 가치의 세 가지 차원인 기능적 가치, 편의적 가치, 사회적 가치가 모두 고객의 모바일 앱 지속 이용 의도에 정(+)의 영향을 미치는 것으로 나타났으며 기능적 가치의 영향력이 가장 큰 영향을 미친다. 기술의 발전으로인한 옴니채널 리테일 트렌드에서 기능적 가치가 가장 중요한 영향 요인으로 나타남에 따라 오프라인 리테일러인 백화점의 통합된 채널 제공이 중요하다는 점을 시사한다. 백화점 모바일 앱 활성화를 위한 고객 중심 전략 수립 방향에 대한 통찰력을 제공하며, 백화점이 기존 오프라인 채널이 아닌 신규 모바일 채널을 통해 변화하는 고객의 기대 및 요구를 효과적으로 충족할 수 있는 맞춤화된 서비스와 마케팅 활동을 위한 기초적인 분석자료를 시사한다.

• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.