• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.120-125
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• 2006

This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, customer loyalty, switching cost. 195 consumers in service sector were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were com firmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

• Korean Journal of Artificial Intelligence
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• v.8 no.2
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• pp.23-28
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• 2020

Purpose: Today, we often hear complaints from customers: poor quality, poor service, expensive prices, etc. Customer complaints are an indication that the company's products and services do not meet customer requirements, which in turn causes customer complaints. An important content of corporate marketing practice is how to use the opportunity of handling customer complaints to win the trust of customers and gain a competitive advantage. According to the concept of marketing, the way for an enterprise to obtain profits is to continuously meet the needs of customers. However, with increasingly fierce market competition and the overall formation of a buyer's market, providing high-quality products and high-efficiency and high-level services have become the eternal theme of enterprises. Therefore, meeting the actual needs of customers and effectively handling customer complaints are issues that we must take seriously. Research design, data, and methodology: This article mainly analyzes the causes of customer complaints, proposes relevant solutions for different types of complaints, builds a customer complaint management system, improves the efficiency and ability of handling complaints, and provides more references and basis for enterprises to solve customer complaints. Conclusions: To further improve the quality of enterprise products and service standards, to help enterprises increase customer loyalty and satisfaction, and to enable enterprises to gain advantages in the increasingly competitive global market.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.195-206
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• 2022

The purpose of this paper is to examine how loyalty programs designed by retail stores affect customer retention. The present study is one of the few empirical studies finding the role of different loyalty programs that help to build customer retention. The study also seeks to explore the moderation role of customer perceived value between intrinsic motivation - customer retention and extrinsic motivation - customer retention. The researchers employed a quantitative research design to collect data from the 350 respondents who purchased goods from the retail chain/departmental stores in Bangladesh. The collected data are then analyzed using structural equation modeling. The result of their findings indicated that the size of the organizational reward has a positive effect on intrinsic and extrinsic motivation; further extrinsic motivation has a significant relation to customer retention. Surprisingly, no support was found for the positive impact of intrinsic motivation on customer retention. Customer perceived value (CPV) is critical as a moderator in building client retention, which improves the positive association between extrinsic motivation and customer retention. CPV, on the other hand, was found to mitigate the negative link between intrinsic motivation and client retention.

• Asia Marketing Journal
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• v.12 no.3
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• pp.25-41
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• 2010

Customer participation is a strategic tool to facilitate the process of developing new products. This study distinguishes between two types of customer participation - customer codevelopment and contract development, and examines the benefits of customer codevelopment relative to contract development for firm value through an event study. The analysis of customer participation announcements in the biotechnology and pharmaceutical industries shows that the benefits of customer codevelopment relative to contract development on firm value are contingent upon firm- and relationship- level factors. Specifically, this study finds that the announcement of customer codveloplment contributes better to abnormal stock returns of a firm when the firm has a higher level of R&D relationship experience or when the customer codevelpment is complemented by formal contract terms, such as equity investment. The findings of this study provide important theoretical and managerial implications by revealing the boundary conditions for the benefits of customer codevelopment relative to contract development.

• The Korean Journal of Franchise Management
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• v.15 no.1
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• pp.43-60
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• 2024

Purpose: According to previous studies, customer experience had a significant effect on consumer behaviors. In this perspective, this study investigates the structural relationship among customer experience, resort use satisfaction, and customer behavioral intentions, with focus on the mediating role of resort use satisfaction. Research design, data, and methodology: Data collected from 361 individuals who had experienced the resort service were analyzed using SPSS 29.0 and AMOS 29.0, involving frequency analysis, HTMT, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model testing. Result: Firstly, cognitive, and relational experiences had significant effect on resort use satisfaction. Secondly, resort use satisfaction had significant effect on customer behavioral intentions. Thirdly, resort use satisfaction had partial mediating effects in the relationship between customer experiences and customer behavioral intentions. Conclusion: This study academically confirmed the empirical link between customer experience and consumer behaviors. From a practical standpoint, it suggests the necessity of marketing activities that enhance customers' perception of their experiences, as well as resort use satisfaction and customer behavioral intentions, through systematic CS education and management of the physical environment.

• Journal of the Korean Dietetic Association
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• v.8 no.4
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• pp.398-407
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• 2002

This study is for confirming and finding which kinds of parameter is on Service Quality and Customer Loyalty of Foodservice Operation. For this, the purpose of the study is investigating the relationship between A Customer Loyalty and the factors which would affect it, relative influence-relation about meditate roles of influence-factors. A study model and several hypotheses were developed regarding the relationships. Moreover, after making a question sheet, based on the collected and analyzed 250 of them. The study model was analyzed with, SPSS 10.0 and AMOS 4.0 program. At first, when the quality of service is high, it directly affects Customer satisfaction. With the result from the study, it is prove that the service quality is very important. On the other hand, the service quality do not directly affect the Customer Loyalty. The second, when the value of service is high, it affects the customer-satisfaction. But, although the value of service is high, it doesn't directly affect the Customer Loyalty. So, it is clear that the value of Service on Foodservice Operations is the variable precedent of customer-satisfaction. The third, when the customer-satisfaction is high, customer loyalty is high. It is necessary to make the strategy about the management of Foodservice for keeping customer-satisfaction steadily. According to this study, the important variables are the value of service, the service quality and customer-satisfaction. With these results, we have to manage the factors for keeping the Customer Loyalty in Foodservice Operations.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.8
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• pp.3415-3420
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• 2011

It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases. However, the effectiveness of practical application of customer satisfaction survey for improving customer satisfaction decreases due to structural limitation on data analysis and the abnormally outnumbered data. To cope with these problems, it is necessary to develop the new methodology to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study proposes the satisfied customer reclassification method based on 2 dimension model of customer satisfaction/dissatisfactions which is different from the previous one dimension satisfaction model. The experimental results show that satisfaction attributes are different from dissatisfaction attributes and they also have dissimilar roles and functions. With these results it is possible to maximize the customer satisfaction and restrain the customer dissatisfaction through the satisfied customer reclassification and achieve customer satisfaction management eventually.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.42-53
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• 2009

There has been increased interest in revealing how well-being and selection attribute affect customer satisfaction and customer loyalty. Recently, there are growing needs to pursue health and better life, and this study has proposed to explore the relations between well-being and selection attribute and customer satisfaction and customer loyalty. The results are as follows. First, well-being significantly affected customer satisfaction and customer loyalty, showing that well-being was an important variable for improving customer satisfaction and loyalty for Korean traditional pastry. Second, selection attribute had significant influence on customer satisfaction, but not customer loyalty, which are supposed to confuse the minds of customers who select traditional pastry. In this respect, it is concluded that customer satisfaction and loyalty were made according to the customer needs to be more healthier and pursue better life based on the colors and tastes of Korean traditional pastry.

• Journal of Information Technology Applications and Management
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• v.22 no.1
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• pp.77-93
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• 2015

As the range of the customer choice becomes more diverse, the average life span of companies' products and services is becoming shorter. Most companies are striving to maximize the revenue by understanding the customer's needs and providing customized products and services. However, companies had to bear a significant burden, in terms of the time and cost involved in the process of determining each individual customer's needs. Therefore, an alternative method is employed that involves grouping the customers into different categories based on certain criteria and establishing a marketing strategy tailored for each group. In this way, customer segmentation and customer clustering are performed using demographic information and behavioral information. Demographic information included sex, age, income level, and etc., while behavioral information was usually identified indirectly through customers' purchase history and search history. However, there is a limitation regarding companies' customer behavioral information, because the information is usually obtained through the limited data provided by a customer on a company's website. This is because the pattern indicated when a customer accesses a particular site might not be representative of the general tendency of that customer. Therefore, in this study, rather than the pattern indicated through a particular site, a customer's interest is identified using that customer's access record pertaining to external news. Hence, by utilizing this method, we proposed a methodology to perform customer segmentation. In addition, by extracting the main issues through a topic analysis covering approximately 3,000 Internet news articles, the actual experiment applying customer segmentation is performed and the applicability of the proposed methodology is analyzed.

• The Journal of the Korea Contents Association
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• v.14 no.10
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• pp.287-297
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• 2014

The purpose of this study was to find out the relation between servicescape recognized by sports center and customer satisfaction, customer trust and customer's intention to reenroll. For the subject of this study, we selected 363 persons among customers who used 5 sports centers located at 'B' Metropolitan city & 'K' do (prefecture) through the Convenient Sampling Method. For the analysis, we used SPSS 18.0 Statistics Package as a research tool and have carried out Factor Analysis, Reliability Analysis, Co-relation Analysis, Frequency Analysis, and Regression Analysis. The results were as follows: First, the servicescape has a positive effect on the customer satisfaction. Second, the customer satisfaction has a positive effect on the customer trust. Third, the customer satisfaction has a positive effect on the customer's intention to re-enroll. Fourth, the customer trust has a positive effect on the customer's intention to reenroll.