• Journal of Distribution Research
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• v.12 no.2
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• pp.51-78
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• 2007

This study investigates what effects both customer trust in the headquarters and perceived customer justice(interactional, procedural and distributive) in agencies have on customer loyalty to the agency via customer trust and satisfaction with the agency. The data for analysis are obtained from 266 customers who are experienced in dealing with agencies. The results show the following : first, customer perceived justice has a significant positive influence on customer trust and satisfaction with the agencies. Second, customer trust in the headquarter has a significant positive influence on customer trust with the agencies. Third, customer satisfaction with the agencies has a significant positive influence on customer trust in the particular agency Fourth, both customer trust in and satisfaction with the agencies are found to have significant positive impacts on customer loyalty to the agencies. Finally, we presented suggestions for enhancing customer loyalty to the agencies.

• International Journal of Advanced Culture Technology
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• v.8 no.3
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• pp.172-185
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• 2020

To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

• The Journal of the Convergence on Culture Technology
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• v.8 no.4
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• pp.127-134
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• 2022

Scholars and companies have made a lot of effort to increase customer loyalty to achieve long-term customer retention and sustainable profitability. The author proposes a conceptual model with the purpose of understanding the antecedent variables which have impact on customer attitudinal/behavioral loyalty. In addition, this article examines the mediating effects of perceived value between self-congruity and customer loyalty. The results show that self-congruity has significant, direct, and positive effects on perceived value and customer loyalty. Meanwhile, self-congruity indirectly affects attitudinal and behavioral loyalty, that is, the mediating effects of perceived value are significant. The author proposes the implications of these findings for practitioners and related industries.

• International Journal of Advanced Culture Technology
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• v.10 no.3
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• pp.325-331
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• 2022

As the perception of sports activities changes positively, the desire and popularity for sports activities are rapidly increasing. Therefore, the popularity of sporting events is also increasing. Previous studies on sporting events have focused only on research in the field of social sciences. Therefore, in this study, in order to increase customer satisfaction and customer loyalty of sports event visitors, they were classified into challenge factors, competition factors, achievement factors, and relationship factors, and their effects on satisfaction and loyalty were studied and analyzed. And based on the research design model and empirical analysis, a user-based sports event matching system was proposed.

• International Journal of Advanced Culture Technology
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• v.5 no.4
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• pp.63-70
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• 2017

The purpose of the study is to analyze the effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in luxury hotel Chinese restaurants on hotel image and customer loyalty (repurchase intention). To analyze what kind of effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in Chinese restaurants have on hotel image and behavior intention (loyalty), the study identified eco-friendly ingredients awareness factors. The study aims to suggest implications on service strategies and marketing strategies in luxury hotel Chinese restaurants based on the influence of customer satisfaction on hotel image and behavior intention (loyalty) using the identified factors.

• The Journal of the Convergence on Culture Technology
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• v.9 no.5
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• pp.329-334
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• 2023

This study attempted to examine the effect of corporate ESG activities perceived by college students on corporate loyalty and purchase intention. The results of the study are as follows. Looking at the average ESG activities recognized by college students, society 4.28 points, governance 4.25 points, and environment 4.12 points out of 5, and the average customer loyalty was 3.86 points when 3 points out of 5 points were median, and purchase intention was 3.84 points. Looking at the correlation between the factors of corporate ESG activities, customer loyalty, and purchase intention perceived by college students, it was confirmed that it had a static correlation coefficient. As a result of analyzing the effect of ESG activities perceived by college students on customer loyalty, the variable that significantly affects customer loyalty in [Model 1] is the major (β=.167p=).01) It was. Among the additional variables added to [Model 2], the variable that significantly affects customer loyalty is the environment (t=3.017, p<.).01), society ((t=4.365, p<.001), governance structure (t=-3.139, p<.01) was found to have a significant effect on customer loyalty. As a result of analyzing the effect of ESG activities perceived by college students on purchase intention, there was no significant effect on purchase intention in [Model 1]. Among the additional variables put into [Model 2], society (t=4.850, p<.001), governance structure (t=-3.452, p<.01) was found to have a significant effect on purchase intention.

• Journal of Digital Convergence
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• v.12 no.4
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• pp.193-200
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• 2014

The purpose of this research is to explore ways to raise the quality of the financial services of Suhyup Bank, to secure its customers' loyalty, and to help it achieve sustainable growth. The results of this research showed that the ways to improve the service quality of Suhyup Bank are as follows: establish a relationship between its customers' satisfaction with the usefulness, creativity, reliability, and safety of its services and its customer management based on its customers' decision-making factors; establish service improvement schemes that consider new customer needs and desires; and improve its service quality and raise its internal quality factors, which are the keys to its expansion to customized services.

• The Journal of the Convergence on Culture Technology
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• v.9 no.2
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• pp.467-474
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• 2023

After the revision of the Software Promotion Act, small and medium-sized enterprises (SMEs) with little experience in e-government projects began to participate in public projects. Accordingly, the government introduced the public Project Management Office (PMO) in July 2013 to reduce the risks and secure the quality of informatization business, and the public PMO is still spreading. However, the public PMO service currently experiences sluggish business, such as low-priced orders, due to cut-throat competition, and thus needs improvement plans. In this research, we establish a research model for quality factors of public PMO services that can be considered for the improvement plans, measure and evaluate quality factors based on the model, and then analyze the impact of service quality on customer satisfaction and customer loyalty. For that, we measure quality factors using the SERVPERF model for those who have used public PMO services, establish a structural equation research model, and empirically analyze and evaluate the impact of quality factors. Lastly, we suggest improvement plans and implications for public PMO services.

• Journal of the Korean Operations Research and Management Science Society
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• v.39 no.1
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• pp.29-48
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• 2014

The recent keyword advertising does not reflect the individual customer searching pattern because it is focused on each keyword at the aggregate level. The purpose of this research is to observe processes of customer searching patterns. To be specific, individual deal-proneness is mainly concerned. This study incorporates location as a control variable. This paper examines the relationship between customers' searching patterns and probability of purchase. A customer searching session, which is the collection of sequence of keyword queries, is utilized as the unit of analysis. The degree of deal-proneness is measured using customer behavior which is revealed by customer searching keywords in the session. Deal-proneness measuring function calculates the discount of deal prone keyword leverage in accordance with customer searching order. Location searching specificity function is also calculated by the same logic. The analyzed data is narrowed down to the customer query session which has more than two keyword queries. The number of the data is 218,305 by session, which is derived from Internet advertising agency's (COMAS) advertisement managing data and the travel business advertisement revenue data from advertiser's. As a research result, there are three types of the deal-prone customer. At first, there is an unconditional active deal-proneness customer. It is the customer who has lower deal-proneness which means that he/she utilizes deal-prone keywords in the last phase. He/she starts searching a keyword like general ones and then finally purchased appropriate products by utilizing deal-prone keywords in the last time. Those two types of customers have the similar rates of purchase. However, the last type of the customer has middle deal-proneness; who utilizes deal-prone keywords in the middle of the process. This type of a customer closely gets into the information by employing deal-prone keywords but he/she could not find out appropriate alternative then would modify other keywords to look for other alternatives. That is the reason why the purchase probability in this case would be decreased Also, this research confirmed that there is a loyalty effect using location searching specificity. The customer who has higher trip loyalty for specificity location responds to selected promotion rather than general promotion. So, this customer has a lower probability to purchase.

• The Journal of the Convergence on Culture Technology
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• v.8 no.5
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• pp.369-375
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• 2022

Due to the so-called COVID-19 pandemic, railway service management has also faced an unprecedented situation over the past. This study conducted a survey of customers using high-speed railways during the COVID-19 pandemic to explore the impact of infectious diseases on the railway service customer experience. As a result, customer satisfaction and loyalty increase as customers are more aware of the quarantine-related services provided by railway operators. The moderating role of customer's COVID-19 risk perception was examined as well because there are individual differences in the level of thinking dangerously about Covid-19. As a result, the perceived level of the service's quarantine-related services has a significant impact on customer satisfaction when the customer's risk perception of Covid-19 is at an appropriate level, but its impact is relatively weak when the customer's risk perception is significantly high. Eventually, only the complete extinction of COVID-19 risk will bring a complete recovery to the service industry. Nevertheless, during the epidemic period, it was confirmed that the main service characteristics are that the service operator thoroughly conducts quarantine activities and faithfully communicates with customers.