• 한국의류산업학회지
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• 제9권1호
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• pp.55-64
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• 2007

In this study, relationship model of relationship quality and loyalty for perceived service quality on department store is proposed and empirically tested. Service quality factors were defined as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Relationship quality were defined as customers' overall satisfaction and customer trust. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship among perceived service quality, relationship quality(customer satisfaction and trust) and loyalty on department stores. The empirical results were as follows; First, Tangible, Responsiveness, Assurance and Empathy of service quality factors have a positive effect on customers' overall satisfaction. Second, customers' overall satisfaction have a positive effect on customer trust. Third, relationship quality have a positive effect on loyalty of customer; customers' overall satisfaction and customer trust have a positive effect on loyalty of customer. At the end of this paper, discussion, managerial implications, limitations and future research directions were suggested.

• Journal of Information Technology Applications and Management
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• 제12권1호
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• pp.69-90
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• 2005

Online community as a business model has gotten much attention in online market. And it has been recognized as an increasingly important tool for better understanding and relationships with customers. Thus, There are needs for conducting researches, such as those being performed in social psychology area. Due to the lack of current researches on online community, variables that have been considered in social science and factors in relationship marketing are adopted in this study. The primary purpose of this research is to develop and test a model that explains the process of how sense of online community through relationship quality influences customer loyalty. The major findings of this study are as follows: First, sense of online community was found to have a positive influence on relationship quality. Second, relationship quality was found to have a strong positive effect on customer loyalty. Finally, relationship quality was found to have a mediation effect between the sense of online community and the customer loyalty. Implications of these findings are discussed for researchers and practitioners.

• 품질경영학회지
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• 제50권2호
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• pp.235-250
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• 2022

Purpose: The main purpose of this study was to explore the factors that can increase parental loyalty from the perspective of management marketing in order to acquire information on strategies related to early childhood education institutions. Methods: For this purpose, frequency analysis, reliability and validity analysis, correlation analysis, hypothesis testing, and mediating effect analysis were performed using SPSS 22.0. Results: As a result of this study, first, among the sub-factors of relationship benefits, economic benefits, psychological benefits, and customerization benefits were found to have a significant influence on customer value. Second, among the sub-factors of relationship benefits, economic benefits, psychological benefits, and customerization benefits were found to have a significant effect on customer satisfaction. Third, customer value was found to have a significant effect on customer satisfaction. Fourth, customer value was found to have a significant effect on loyalty. Fifth, customer satisfaction was found to have a significant effect on loyalty. Conclusion: The results of this study suggest the necessity and importance of forming a relationship that considers the psychological aspect, economic aspect, and customerization aspect in the relationship with parents who use early childhood education institutions. This study sets the relational benefit as an independent variable among the variables of management marketing as a factor that affects loyalty, identifies the relationship between the variables through customer value and customer satisfaction, and intends to use it as basic data for qualitative improvement of educational institutions for infants and toddlers.

• Journal of Information Technology Applications and Management
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• 제14권2호
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• pp.129-149
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• 2007

The purpose of this study is to examine the effect of relationship orientation factors on customer satisfaction and loyalty in Internet shopping malls. Based on previous exploratory work and a review of the literature of relationship marketing, six key factors of relationship orientation construct are identified: trust, bonding, communication. shared value. empathy and reciprocity. And a conceptual model is developed and seven research hypotheses are empirica1ly examined using structural equation modelling. The results show that bonding, shared value and reciprocity has statistically significant effect on the trust of online customers and trust has a positive influence on customer satisfaction and loyalty in Internet shopping malls. Theoretical. managerial and research implications are discussed.

• 경영과학
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• 제25권1호
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• pp.193-208
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• 2008

While CRM has recently attracted a lot of attention among academics and practitioners, most academic research in this area has focused on consumer markets, but CRM in industry markets is less focused research area so far. Companies in industry market have suspected effects of the relationship between CRM's activities and performance which is related to customer satisfaction and customer loyalty. The main purpose of this research support CRM strategy development. Therefore, this research is focused on as follows; first, defining the concept of CRM and performance second, identifying the customer relationship's characteristics and CRM relational activities in industrial markets third, verifying the relationship between customer satisfaction and customer loyalty in the case of Steel industry which is whether the CRM relational activities have effects on customer loyalty directly, or indirectly through customer satisfaction.

• 동아시아경상학회지
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• 제9권3호
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• pp.45-56
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• 2021

Purpose - The research was conducted to understand how the values of customers using airline SNS affects customer satisfaction and trust. By finding out which characteristics of customer values lead to customer satisfaction and gaining trust, research concludes with suggestions for various airlines to utilize such characteristics to maintain customers through SNS. Research design, data, and methodology - The data were collected from May to July 2020 for two months from the people who used SNS operated by domestic airlines. 342 samples were selected and used as final samples for the study. Result - The results of the relationship between customers' values and customer satisfaction amongst those who use airlines' SNS show that practical, pleasure and social components all have a positive effect on customer satisfaction. The relationship between customers' values and customer trust amongst those who use airlines' SNS show that practical and pleasure components have a positive effect on customer trust while social component didn't yield a positive impact on customer trust. Conclusion - Identifying and understanding SNS users' value structure and providing specific guidelines for customer value components can help demonstrate the causal relationship between customer value components, customer satisfaction, and trust. Also, evidence of applicable customer value theory could be provided.

• 대한안전경영과학회지
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• 제11권4호
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• pp.127-137
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• 2009

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

• 한국조리학회지
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• 제13권4호
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• pp.199-210
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• 2007

The purpose of this study is to analyze the survey on the effects of food hygiene and customer voluntary behavior on product development. For this, we examined the demographic variables, relationship and distinctive influence. The study targeted 220 persons and employee who live in Seoul. The findings of this study are as follows. Firstly, we find that, as for food hygiene factors, there are significant relationships among customer satisfaction, cost reduction, customers' prior occupations, food hygiene safety. Secondly, we also find that there is a significant relationship between customer voluntary behavior and the survey. Thirdly, we find that, as for hygiene factors, there is a correlational significant relationship with customer voluntary behavior. Finally, the analysis shows that there is distinctive influence between the food hygiene and customer voluntary behavior. This study has academic significance in that it attempts to investigate the relationship between the factors influencing the development of new merchandise of the food industry.

• 산업공학
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• 제25권2호
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• pp.229-240
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• 2012

Conventional research on customer relationship management(CRM) in general has focused on the effects of individual customer's satisfaction, retention and profit management. However, corporate customers are more profitable than individual customers because of high volume and frequent transactions between companies. In this article, a prototype for a corporate customer relationship management is developed in the postal service. First, the frequency and amount of customers' usage were examined, and thereby the corporate customer rating scheme was established to provide customized service. Second, five different types of usage patterns were determined using clustering analysis. In addition, we presented the rationales behind the five types of patterns. Third, RFM(recency, frequency, monetary) analysis was performed, and then action plans were developed to increase sales. Finally, the prototype software was developed to automatically perform the above analysis using MS Excel program.

• 유통과학연구
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• 제18권2호
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• pp.17-28
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• 2020

Purpose: Human life is increasingly improved, so human needs are also growing more and more. One of the increasingly demanding industries is the fashion market. Fashion is an industry that produces essential items for human life, so manufacturers always need to know how to improve the relationship with customers, and make them repurchase. The study aims to discover the relationship between the factors that create a relationship with customers and the repurchase intention of designed fashion products. Research design, data, and methodology: The mix research method is applied to achieve research objectives. The qualitative research via the in-depth interview with 11 experts, and the quantitative research via the survey with 467 respondents was done in Ho Chi Minh city, the most developed city in Vietnam. Results: The research results point out that the fashion designer reputation, social media marketing, and the fashion store atmosphere have the positive impact on the relationship between the customer and fashion store, as well as the intention to repurchase of designed fashion products. In particular, customer relationship also affects the repurchase intention of designed fashion products positively. Conclusions: The study also proposed some managerial implications to develop a relationship with the customer and repurchase behavior of the customer in the fashion industry.