• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.17-24
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• 2011

Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

• Korea Science and Art Forum
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• v.20
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• pp.135-146
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• 2015

The purpose of this research is to highlight the importance of customer experience relating to servitization of manufacturing and to develop an index to analyze customer experience management. It occurred that customer experience management analysis should perform in diverse dimensions to get higher customer satisfaction. Following to this idea, new idex is designed : CEMC(Customer Experience Management Competency scale). CEMC includes three parties which are internal expert, external expert and customer, as evaluators of the appraisal. Each evaluator participates in the inspection about customer experience management through a questionnaire which composed four sections : Product and service, Business process, Culture and Asset. Researchers apply this index to one small manufacturing business and analyze the state of customer experience management. The result would be a reference for building strategy and align inside organization.

• Asia Marketing Journal
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• v.7 no.1
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• pp.21-42
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• 2005

Customer Relationship Management (CRM) is a corporate marketing strategy maintaining and managing customers. And with CRM companies maximize the customer's value through a series of processes of new customer retention, VIP customer retention, customer value increase, potential customer activation, and customers for lifetime by collecting the customer information and taking advantage of it effectively. In particular, as the competitive environment is changing rapidly and getting more intense, maintaining the customer retention through customer churn management becomes more important in order to increase the customer value for maximizing the company's profit and to build up the relationship with customers. For example, the financial industry has managed the customer churn with the concept of customer segmentation. Recently the customer retention and churn management is becoming increasingly important in all business fields as well as financial industry since the companies expect the effect of preventing the customer churn by identifying characteristics of customers. However, despite the increasing interest and importance of the management of the customer churn, not many of studies are systematically executed by analyzing the data of customer churn. In this study we analyze the actual data of CRM activities for the customer retention, specifically the data of TV home-shopping. By doing so, we hope to identify the differences of demographic attributes and transaction specific characteristics in consumer behaviors between the churning customer and the retained customers. In addition, we try to find out the variables which can impact the churning of the customers and to predict the churn rate of individual customer through our proposed model of customer churn. In the end, based on our findings we suggest the possible marketing strategies for TV home-shopping companies.

• Korea Journal of Hospital Management
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• v.18 no.3
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• pp.1-26
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• 2013

To improve the competitiveness of the hospital provides high quality medical services in a hospital coordinator role is emphasized. This study on customer orientation of the role ambiguity in order to identify the impact of degree of customer orientation were analyzed for demographic differences. Dependent variable, customer orientation affects role ambiguity as independent variables, and regression analysis were set. And the control variables are set to support situational factors, customer orientation on the role ambiguity and hierarchical regression analysis was performed. Obtained through empirical results are as follows: First, according to the demographic characteristics of the hospital coordinator customer orientation, the difference between gender and medical subjects are not shown. Age, education, work experience, job title, and the hospital on the pattern of customer orientation has shown a difference. Second, according to the hospital coordinator role ambiguity about its impact on customer orientation analysis can be a role implementation, job implementation, opinion communication in achieving customer orientation was negatively affected. Third, role ambiguity, and customer orientation factors for the moderating effects of organizational support for the role of customer orientation can role implementation, job implementation, opinion communication was a statistically significant. Fourth, the role ambiguity factors and customer orientation for the administrative support for the moderating effect of customer orientation and role implementation is significant, but job implementation, opinion communication were statistically significant. Fifth, the role ambiguity factors and customer support for customer orientation and customer orientation for the moderating effects of role performance and the opinion communication was not statistically significant. However, job implementation was statistically significant. The limitations of this study are as follows: First, role ambiguity, situational factors and support due to limitations of the variable factors that may affect the customer orientation of a number of factors were excluded. So many exogenous variables in the measurement process can affect. Second, the variables measured as problems of self-assessment by the variable measuring the respondent's bias may occur. Third, This study is difficult to generalize. In other words, several areas of the province conducted by the empirical results of the survey as a limit on the overall generalization can follow.

• The Journal of the Korea Contents Association
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• v.19 no.10
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• pp.698-711
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• 2019

The purpose of this study was to investigate the effect of social servicescape on customer satisfaction, customer trust, and customer loyalty. Data were collected from 311 adults who lived in Daegu where they had used Japanese restaurants. For data analysis, frequency analysis, factor analysis, regression analysis and multiple regression analysis were used. Through the factor analysis, the social servicescape of Japanese restaurant was identified as two components of human service and customer similarity. As a result of the multiple regression analysis, two components of social servicescape have positive effects on customer satisfaction and customer trust, and have a partial positive effect on customer loyalty. The results of regression analysis showed that customer satisfaction had a positive effect on customer trust and customer loyalty. In addition, customer trust has a positive effect on customer loyalty. The results of this study confirmed the influence of social servicescape on Japanese specialty restaurants and suggested practical and theoretical implications.

• Korean Journal of Human Ecology
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• v.14 no.3
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• pp.441-451
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• 2005

The purpose of this study is to investigate the factors of CRM(Customer Relationship Management) activity and the difference in CRM effects according to customers responses. The investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who had ever shopped at those stores. For data analysis, we used factorial analysis, multiple regression analysis, path analysis, and ANOVA, etc., along with SPSS 10.0. The results of this study are as follows: 1) Six CRM activity factors were identified as 'Benefit & Information,' 'Service,' 'Customer Invitation,' 'Customer Contact,' 'Special Management,' and 'Purchase-related Help.' 2) Customer satisfaction of CRM-positive group was affected by such factors as 'Service,' 'Customer Invitation,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Benefit & Information.' On the other hand, customer satisfaction of CRM-less-positive-group was influenced by the factors such as 'Service,' 'Purchase-related Help,' 'Customer Contact,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Service.'

• Journal of the Korean Operations Research and Management Science Society
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• v.28 no.4
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• pp.85-104
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• 2003

Customer retention is more emphasized for internet business than off-line shopping-malls. The loyals not only purchase a lot but also recommend the mall to new customers quickly using internet media, and there have been many studies on this subject. In this study, customer satisfaction and trust are suggested as preceding variables that have an influence on customer loyalty, and switching gains are suggested as a moderating variable between customer satisfaction & trust and customer loyalty. Many people think it would be easier to change business connection and customer loyalty for internet shopping-malls would be very low. This study, however, concluded that customer satisfaction and trust had a significant influence on customer loyalty even in internet shopping-mall, and that switching gains had moderating effect between satisfaction-attitudinal loyalty and trust-behavioral loyalty. These results are meaningful in that customer satisfaction or trust should be emphasized even on internet business and that switching gains can be strategic focus in building up customer loyalty and retention.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.1-20
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• 2005

The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.921-934
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• 2016

Purpose: The purpose of this study was to propose useful suggestions by explore the effects of the Mobile Telecommunication service quality on customer satisfaction and Customer Loyalty (Focus on Moderation effect of switching barrier) in Korea Mobile Telecommunication industry. Methods: After reviewing the literature, the structural eqation modeling(SEM) conducted by LISREL 8.53 test the research model. The data was collected from subscriber of mobile telecommunication service by the questionare in Korea. Results: The results of SEM show that Mobile Telecommunication Service Quality have a positive effect on customer satisfaction, and customer satisfaction also have a positive effect on customer loyalty. And switching barrier have a moderation effect between customer satisfaction and customer loyalty. Conclusion: Mobile Telecommunication Service Quality is highly related to Customer Satisfation and Customer Loyalty, so Mobile Telecomunication Company should improve Service Quality especially price-related service quality and process/ human- related service quality. And the company need to get higher the positive Switching Barriers in order to improve Customer Loyalty.

• Korean journal of food and cookery science
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• v.28 no.3
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• pp.299-310
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• 2012

The purposes of this study were to understand the influence of customer perceptions of corporate social responsibility (CSR) activities in family restaurants on customer trust and satisfaction. Based on results form 395 family restaurant patrons obtained empirically, we reviewed the reliability and fitness of a research model and verified two hypotheses using the AMOS program. The hypothesized relationships in the model were simultaneously tested using a structural equation model (SEM). Hypothesis 1, which hypothesized a positive relationship between customer perception of CSR activities and customer trust was partially supported. Additionally, hypothesis 2, in which customer perception of CSR activities had significant positive effects on customer satisfaction, and customer trust had significant positive effect on customer satisfaction (Hypothesis 3 was supported). Finally, customer trust performed a partial role as a parameter in the causality between CSR activity in the family restaurant and customer satisfaction. Limitations and future research directions are also discussed.