• Journal of Korean Library and Information Science Society
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• v.40 no.2
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• pp.267-286
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• 2009

This study develops the LCSI(Library Customer Satisfaction Index) to measure the customer satisfaction of public libraries from 4,540 public library users in Daegu Metropolitan City area. LCSI consists of three variables; service quality divided into three primary dimensions(interaction of personnel), library resources and programs, physical environment and facilities) as independent variables, overall satisfaction and customer complaints as parameter, and customer loyalty as dependent variable. This model calculates LCSI scores at the ratio of 40% in satisfaction index to three dimensions of library service quality, 40% in overall satisfaction, and 20% in customer loyalty.

• Korea Journal of Hospital Management
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• v.20 no.4
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• pp.1-13
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• 2015

This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.

• East Asian Journal of Business Economics (EAJBE)
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• v.7 no.3
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• pp.75-81
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• 2019

Purpose - In this study, it investigates the relationship among brand asset, customer satisfaction, brand trust, and brand loyalty related to golf products. Research design and methodology - The study was conducted with 500 customers from five indoor and outdoor golf training centers located in Seoul, South Korea. The method of tabulation was developed using a nonprobability convenience sampling and the questionnaire was administered through self-administration. The survey was conducted on-site between July 2018 and August 2018 by four trained researchers, including the researchers. Five indoor golf training centers in Seoul were randomly selected, and a total of 500 samples were collected by radio at each training site. Of the 500 questionnaires collected, 449 were utilized once incomplete questionnaires were removed from the sample. Results - This study was as follows. First, brand asset was a significant predictor of customer satisfaction. Second, customer satisfaction was a significant predictor of brand asset. Third, customer satisfaction was a significant predictor of brand loyalty. Fourth, brand trust was a significant predictor of brand loyalty. Fifth, brand asset was a significant predictor of brand trust. Finally, brand trust was a significant predictor of brand loyalty. Conclusions - First, the results showed that brand assets had a significant impact on customer satisfaction. Second, customer satisfaction was shown to have a significant effect on brand trust. Third, customer satisfaction had a significant effect on brand loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.267-273
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• 2020

With the strong growth of social networking sites such as Facebook in recent years, the potential of exploiting customers on Facebook is increasing. Presently, trading activities on Facebook is rapidly developing. Therefore, businesses have become increasingly competitive when selling products on Facebook, so as to retain customers as well as to satisfy customer, which is of paramount importance. This study was conducted to assess the factors affecting the satisfaction of individual customers in Vietnam when buying goods on Facebook. This study uses multivariate analysis techniques (Confirmatory Factor Analysis, Structural Equation Modeling) to determine the factors affecting customer satisfaction when buying goods on Facebook. Research results from 268 individual customers in Vietnam indicated trust and convenience are the two important factors related to customer satisfaction when buying goods on Facebook. Customer satisfaction is the result of consumer experience throughout the different stages of purchase. The more the shopping experience, the more the customers are satisfied when buying products. The price and products do not affect customer satisfaction (prices are easy to compare and products are easily understood on the Internet; hence, these two factors are not considered as determinants of customer satisfaction). Furthermore, this study provides recommendations to improve customer satisfaction.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• Asia-Pacific Journal of Business
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• v.13 no.2
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• pp.169-182
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• 2022

Purpose - The purpose of this study was to investigate influence relationship among health lifestyle, customer satisfaction, repurchase intention and recommendation intention in the protein beverage market. Design/methodology/approach - This study collected 286 survey data from customers who had experience buying and drinking the protein beverage. The Exploratory Factor Analysis (EFA) and the multiple regression analysis were hired in order to analyze the data. Findings - First, four dimensions of health lifestyle("health confidence," "health sensitivity," "health intention," and "health eating habit") were found to be valid and reliable. Second, all four dimensions of health lifestyle had a positive effect on customer satisfaction. Third, customer satisfaction had a positive effect on repurchase intention. Lastly, customer satisfaction had a positive effect on recommendation intention. Research implications or Originality - This study provided research model among health lifestyle, customer satisfaction, repurchase intention and recommendation. Furthermore, the results of this study were useful for identifying the role of health lifestyle in estimating customer satisfaction and the strategies for strengthening customer satisfaction in the protein beverage market.

• Journal of the Korea Fashion and Costume Design Association
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• v.25 no.3
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• pp.143-155
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• 2023

This study examined the effect of beauty service location characteristics and service quality on customer satisfaction and revisit intention, and analyzed the gender control effect of location characteristics and service quality in the relationship with customer satisfaction. The Statistical Package for the Social Sciences (SPSS) was employed and analysis was conducted to investigate how location characteristics and service quality in beauty service encounters effects customer satisfaction. The results of this study are as follows. First, visibility, which is a location characteristic, was found to have a significant effect on customer satisfaction. Second, professionalism and convenience, which are service qualities, were found to have a significant impact on customer satisfaction. Third, customer satisfaction was found to have a significant effect on the intention to revisit. Fourth, as a result of analyzing the gender control effect in the relationship between location characteristics and service quality with customer satisfaction, the gender control effect was found in all factors.

• 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.

• Journal of Fashion Business
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• v.11 no.2
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• pp.1-13
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• 2007

The purpose of this study is to confirm Customer Voluntary Performance as a new strategy that contributes to Service Quality and maintains customer Relationship, and to understand how Service Quality and Relationship Benefits on Customer Voluntary Performance. To pursue the above purposes, the experimental model showing the working process was designed like this: Service quality - Relationship Benefits - Customer Satisfaction - Relationship Quality - Customer Voluntary Performance. To accomplish the experimental study, questionnaire method was chosen and targeted women living seoul. 721 questionnaires were used in last analysis. SPSS 8.0 was used in analysis of data. The results show that (1)Customer satisfaction was affected by Service Quality and Relationship Benefits affirmatively; (2)Relationship Quality was affected by Customer Satisfaction, Service Quality, Relationship Benefit; (3)Customer Voluntary Performance was affected by Relationship Quality and Customer Satisfaction; (4)Service Quality and Relationship Benefits influenced on Customer Voluntary Performance. This study has a important meaning that it provides marketing strategy on satisfied relationship maintenance and customer satisfaction creation.