• Journal of Preventive Medicine and Public Health
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• 제35권3호
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• 보건의료산업학회지
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• 제14권1호
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• pp.31-42
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• 2020

Objectives: The purpose of this study was to explore how service quality in specialized hospitals influences customer loyalty under the mediating effects of customer trust and customer value. Methods: A statistical review was done based on the survey results of patients who had used a specialized hospital in Gyeonggi Province, South Korea. A total of 209 questionnaires were collected. After data collection, an empirical analysis was performed using SPSS 21.0 and AMOS 21.0 software. Results: Interaction quality (β = 0.254, p < 0.05) and result quality (β = 0.179, p < 0.05) significantly influenced customer trust, while physical environmental quality (β = 0.121, p > 0.05) did not. Customer trust (β = 0.571, p < 0.01) influenced customer value (β = 0.136, p < 0.05) and customer value influenced customer loyalty. In addition, customer confidence (β = 0.668, p < 0.05) was shown to have directly impacted customer loyalty without the mediating effect of customer value (0.078). Conclusions: The findings showed that interaction quality and resulting quality had important implications for customer loyalty. We therefore suggest compliance with appointment times, training to improve work-related skills for employees, improving customer satisfaction, and enhancing communication skills.

• 한국정보시스템학회지:정보시스템연구
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• 제32권1호
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• pp.201-221
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• 2023

Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

• Management Science and Financial Engineering
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• 제16권3호
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• pp.49-70
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• 2010

Customer population management models can be classified into three categories: the first category includes the models that analyze the customer population at cohort level; the second one deals with the customer population at aggregate level; the third one has interest in the interactions among the customer populations in the competitive market. Our study proposes a model that can analyze the dynamics of customer population in consumer-durables market at aggregate level. The dynamics of customer population includes the retention curves from the purchase or at a specific duration time, the duration time expectancy at a specific duration time, and customer population growth or decline including net replacement rate, intrinsic rate of increase, and the generation time of customer population. For this study, we adopt mathematical ecology models, redefine them, and restructure interdisciplinary models to analyze the dynamics of customer population at aggregate level. We use the data of previous research on dynamic customer population management at cohort level to compare its results with those of ours and to demonstrate the useful analytical effects which the precious research cannot provide for marketers.

• 품질경영학회지
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• 제44권2호
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• pp.357-372
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• 2016

Purpose: The paper aims to measure customer experience at banks in South Korea. This study examines six factors of customer experience and identifies their impacts on customer loyalty. Methods: The collected data with surveys were analyzed by using multi-regression analysis. The measurement tools used for this study were categorized into six dimensions: Customization, Employees, Servicescape, Internet Banking, Value addition, and the Presence of other customers. Results: Customer experience has an influence on customer satisfaction: The effects of Customization, Employees, Servicescape, Internet Banking and Value addition were found. However, the presence of other customers was not significant on customer satisfaction. Interestingly, it was found that customer satisfaction made a statistically significant influence on customer loyalty. Conclusion: This study focuses on a bank sector of customer experience. Thus, six factors of measuring customer experience were found. The results of this study will predict customers' experience and also build up effective strategies for the utmost satisfaction of the customers.

• 한국조리학회지
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• 제12권4호
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• pp.140-153
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• 2006

This paper aims to examine the effects of western culinary quality on customer values, customer satisfaction and customer royalty. To examine hypotheses, we collected 217 questionnaires from 20 western restaurants in Seoul. The results using a structural equation model are customers' perception of western culinary quality influences significantly customer loyalty through customer values and customer satisfaction. This result indicates that restaurant managers should improve the levels of western culinary quality, customer values, and customer satisfaction for customer loyalty.

• The Journal of Asian Finance, Economics and Business
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• 제8권7호
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• pp.255-264
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• 2021

The purpose of this study is to analyze the role of customer value and customer trust as a mediator of flexibility influence on customer retention. The study applies SEM tools with WarpPLS analysis and translates customer value and customer trust as mediation. This study was organized into three parts: exploratory research, descriptive research, and explanatory research. The quantitative approach in this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a research instrument in the form of a questionnaire. The survey was conducted by distributing questionnaires to respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis. Flexibility is very influential in increasing customer retention so to develop customer retention, it is necessary to increase flexibility, customer value, and customer trust. The novelty in this research lies in identifying the role and position of customer value and customer trust as mediation that affect customer retention.

• 한국산업정보학회논문지
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• 제24권1호
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• pp.109-123
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• 2019

최근 소비자의 욕구가 복잡해지고 까다로워지면서 점차 기업환경이 고객중심으로 빠르게 변화하고 있다. 이에 기업은 시장 및 고객의 욕구변화를 포함하는 무한경쟁 시대에 생존하기 위해, 고객 지향적이며 기업의 지속성을 강조하고 있다. 고객의 다양한 욕구를 충족시키기 위해서는 고객의 만족에서 머무는 것이 아니라 고객감동을 제공해야 한다. 고객감동의 증대가 고객충성도에 미치는 영향을 알아보고자 하였다. 본 연구에서는 첫째, 고객만족과 고객감동의 영향을 받고 있는 고객충성도는 재구매의도에 영향을 미치고 있으며, 둘째, 고객만족 수준이 기대이상이면 고객감동에 영향을 주는 것으로 나타났으며, 고객감동의 중요한 요인으로는 고객의 기쁨을 확인하였다. 셋째, 고객충성도는 고객 유지를 강화시키는 것으로 고객감동 요인 중 관심에 영향을 받는 것으로 나타났다. 마지막으로, 고객만족과 고객감동이 고객충성도의 재구매와 고객유지를 향상시키는 것으로 나타났다.

• 무역학회지
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• 제43권3호
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• pp.27-46
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• 2018

본 연구의 목적은 글로벌 프랜차이즈 커피전문점을 이용하는 베트남 소비자들을 대상으로 베트남에 있는 국내·외 프랜차이즈 커피전문점 이용현황을 규명하고, 프랜차이즈 커피전문점의 서비스품질과 고객자산이 고객만족, 고객신뢰, 고객 충성도에 어떠한 영향을 미치는지 살펴보고자 하였다. 구체적인 연구결과는 다음과 같다. 첫째, 서비스 품질이 고객만족 및 고객신뢰에 긍정적 영향을 미치는 것으로 나타났다. 둘째, 관계자산은 고객만족과 고객신뢰에 긍정적 영향을 미치는 것으로 나타났으며, 브랜드자산은 고객만족에 긍정적 영향을 미치지만 고객신뢰에 영향을 미치지 않는 것으로 나타났다. 셋째, 고객신뢰는 고객만족과 고객충성도에 모두 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객충성도에 긍정적 영향을 미친다고 나타났다. 본 연구는 이러한 실증분석결과를 바탕으로 하여 연구의 시사점 및 한계점을 제시하였다.

• 한국조리학회지
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• 제6권3호
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• pp.57-81
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• 2000

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediating variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes. the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized as follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived quality, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.