• Journal of the Korean Society of Food Culture
• /
• v.29 no.3
• /
• pp.231-239
• /
• 2014

We studied customer recognition and understanding of menu labeling as well as the correlations between customer support for menu labeling and multiple factors, such as demographic characteristics, dinning-out behavior, and menu selection criteria. This study designed a survey and received responses from 351 individuals. The analysis results reveal that most respondents did not acknowledge menu labeling or lacked knowledge of it. Many of the respondents showed experience in ordering from menus with ingredient labels, but many showed no interest in menu labeling. Exactly 114 (32.5%) respondents showed support of menu labeling, and most were interested in levels of trans-fat, fat, and cholesterol. The respondents reported that menu labeling should be implemented more in fast-food restaurants and causal dinning restaurants. This study also analyzed how customer menu selection criteria are related to support level of menu labeling. Respondents were classified into three groups based on their support level for menu labeling (low medium high), after which correlations between customer menu selection criteria and support level were examined. Respondents in the high support group considered all menu selection criteria (i.e., ingredients, health, and consideration of calories). GLM analysis showed that monthly dining-out expenses were highly related to support level with a significance level of 0.05, and the interaction between monthly dining-out expenses and respondents' jobs also affected support level with a significance level of 0.01.

• The Korean Journal of Franchise Management
• /
• v.10 no.3
• /
• pp.37-52
• /
• 2019

Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

• Journal of Global Scholars of Marketing Science
• /
• v.8
• /
• pp.61-87
• /
• 2001

Internet, which has been developed as a new exchange revolution, forms a huge virtual exchange market, and the innovative electronic commerce has completely broken off the way of existing goods distribution. This study begins with an awareness of the importance of customer retention to keep winning over the competition in internet shopping mall. In order to explain of the customer retention between individual and internet shopping mall, the study introduces first a satisfaction on shopping followed by an awareness of the importance of customer retention, and looks into a formation process of trust, satisfaction, and relationship orientation occurred by the offer of valuable convenience to customers. The study also explores the influence on shopping value by the characteristics with which internet shopping mall can bear, unfold by a cause and effect relationship the degree of shopping satisfaction, trust, and relationship orientation, and inquires a question to find out how to fuse the characteristics for internet retention. Therefore, this study has the following purposes: After examining prior research for the characteristics of internet shopping mall, it presents a possibility to connect shopping value with customer retention in light of theoretical system on characteristic elements derived from emotional and utilitarian perspectives. In order to achieve the purposes, the characteristics of internet retailing shop included site design, virtual reality, web awareness, customer concern, merchandise search, information supply, product value, and transaction system. Hypotheses were set up for the relationship with these characteristics and substantially analyzed. To prove this research, we analyzed collected data in which customers had experienced in shopping at internet shopping mall and discussed strategic current issues about its analytic results.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.34 no.5
• /
• pp.844-855
• /
• 2010

An important issue for the improvement of product quality is to identify and understand the customer-required attributes of a product. This paper identifies and analyzes customer-required attributes of formal knitwear for middle age and elderly women through the use of the Kano model in order to develop competitive products. Various research methods were used in this study. Customer voices for formal knitwear were collected by means of brainstorming and in-depth interviews. The collected customer voices were transformed into customer-required attributes with the use of an affinity diagram. In addition, the data was collected by means of a questionnaire and was statistically analyzed to examine the dimensions of customer-required attributes on the basis of the Kano model. The results are as follows. Five categories of customer-required attributes were identified (symbolism, aesthetic, fitness, usefulness, and maintenance). The analysis based on the Kano model identifies a strong one-dimensional quality in all of the categories of customer-required attributes and the attractive quality that includes a one-dimensional quality in the categories of fitness and usefulness. The findings of this study demonstrate the applicability of the affinity diagram for apparel that educates formal knitwear developers of the customer-required attributes that they should strategically focus on in order to develop competitive products.

• International journal of advanced smart convergence
• /
• v.10 no.4
• /
• pp.158-164
• /
• 2021

The purpose of this study is to analyze the structural relationship between customer's pleasure, customer satisfaction, switching cost, and relationship commitment using the fitness center and provide implications. Specifically, this study aims to investigate the effect of the degree of customer's awareness of pleasure on the relationship commitment through the medium of customer satisfaction and switching cost. For this purpose, the structural equation model was constructed based on the previous studies, and the exogenous variables were pleasure, and the endogenous variables were customer satisfaction, switching costs and relationship commitment. The subjects of this study were customers who used fitness centers in the metropolitan area. The sampling method for the sample survey was a total of 277 people using convenience sampling. 257 copies were used as final data except for 20 samples that were not appropriate for the study. The statistical program for data analysis was IBM SPSS Ver. 26.0 and Amos 21.0. The specific data processing method is as follows: First, frequency analysis was conducted to understand the general characteristics of the subjects. In order to verify the validity and reliability of the research tools, confirmatory factor analysis and reliability analysis were conducted. In order to understand the theoretical relationship between each variable, structural equation model was conducted. The results of data processing on the research model are as follows: First, the pleasure of the fitness center customers had a positive effect on customer satisfaction. Second, customer satisfaction had a positive effect on the switching costs. Third, customer satisfaction had a positive effect on the customer commitment. Fourth, switching costs had a positive effect on customer commitment.

• The Journal of the Korea Contents Association
• /
• v.12 no.9
• /
• pp.293-310
• /
• 2012

The purpose of this paper is to explain and identify how services offer-related characteristics of services providers such as service competence, reliability, and responsiveness have an effect on cognitive trust and customization characteristics of services providers has influences on affective trust. And it is to explain and identify how cognitive trust has an effects on affective trust and loyalty, and how affective trust has influence on loyalty in services setting such as apparel services of search attribute, hair services of experience attribute, and dental services of credence attribute. A survey study was conducted to collect the data with consumers who have experience purchase or search on services in apparel services, hair services, and dental services. Analysis of structural equation modeling with AMOS 18 and SPSS win 19.0 was performed to test the research hypothesis. The results of the study are as follows: First, responsiveness characteristics of service providers has an effect on cognitive trust, which in turn influences on affective trust. But there was on effect on customer loyalty by cognitive trust and affective trust in apparel service setting. Second, service competence characteristics and reliability characteristics of service providers have effect on cognitive trust, and customization characteristics of service providers has influences on affective trust, and then both of them, in turn, was effect on customer loyalty in hair service setting. Third, reliability characteristics of service providers has effects on cognitive trust and customization characteristics of service providers has influences on affective trust, and then cognitive trust has effects on customer loyalty, but there was no effects on affective trust by customer loyalty.

• Proceedings of the Society of Korea Industrial and System Engineering Conference
• /
• 2002.05a
• /
• pp.285-290
• /
• 2002

The goods development considering the foot characteristics of Korean and design of the sports shoes need to satisfy the customer emotion. For this, the sports shoes have to give the customer desire and satisfaction and be accomplished the distinction and luxury of goods for sports shoes. This study obtained a basic data on the customer preference and emotion with human sensibility ergonomics approach and formed the database to use easily. Also based on the database, this study developed an interface which the customer be able to select the sports preferred shoes.

• Journal of Korean Society for Quality Management
• /
• v.36 no.3
• /
• pp.87-101
• /
• 2008

This paper studied the determinants affected the gamer's flow and communication on personal factors and environmental factors. The study deeply researched on the influence of flow and communication on customer loyalty, comparing korean gamer's behavior with chinese ones as research objects. As a result for this study, on-line game with high customer loyalty are considered as the more successful ones, resulted in korean gamers more influential on customer loyalty than chinese gamers, and suggested the strategic directions for online game developers and services.

• Asian Journal of Innovation and Policy
• /
• v.3 no.2
• /
• pp.245-261
• /
• 2014

Knowledge, technology and information have special characteristics different from the ones of normal consumer products and services. Especially the value of such information varies according to external elements such as the provided environment, their method of utilization, and the level and purpose, etc. of the user. In this study, the indicators of information customer value are developed and measured to enhance customer-based values with efforts for making new customers and maintaining existing customers. The result is as follows: 14 customer value indicators were developed. Among the indicators, value gained versus effort, reduced time for research idea investigation and savings in time searching for equipment, and tools and materials got the highest score, which means that time-saving effects were the most important. The field study of this paper was conducted from information users in the field of national R&D, and thus future studies could be conducted in various industries in many countries to attain generalized results.

• 한국디지털정책학회:학술대회논문집
• /
• 2004.05a
• /
• pp.369-382
• /
• 2004

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.