• Journal of Distribution Science
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• v.13 no.9
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• pp.29-36
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• 2015

Purpose - The purpose of this study is to examine the influence of effective role-play and training on employee education satisfaction and customer orientation. Evidence of the suggested objective is obtained by monitoring the effectiveness of hotel service training. Research design, data, and methodology - Data were collected from 280 role-play sessions performed in a Korean Hotel and examined using a frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis using SPSS 19.0. Results - 1) Entrepreneurs and training instructors should enthusiastically apply service education in order to enhance each employee d evaluation in terms of customer satisfaction and customer orientation. 2) The most effective factor on customer satisfaction and orientation is the instructor's qualifications. 3) Since a higher level of education-training satisfaction leads to better customer orientation, effective education-training is essential to achieve this result. Conclusions - The study was able to obtain practical evidence that can confirm that service education-training through role-play positively affects employee customer service orientation. In future advanced research on training effects on customer orientation, various internal factors of a business should also be considered.

• Journal of Fashion Business
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• v.13 no.5
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• pp.110-120
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• 2009

The goal of this study was to investigate the influence of customer service quality on customer satisfaction. Also the object of this study is to indicate the influence on word of mouth and intention of repurchase which is a variable of customer satisfaction. The subjects were 357 female adults living in Suncheon City, Jeollanam Province. The questionnaires were conveniently sampled from June 1 to 30, 2006. The collected data was analyzed by percentage, frequency, mean, factor analysis, reliability, regression using the SPSS program. The five hypotheses set in the research model, all were selected through empirical analysis. Main findings are as follows: As a result of factor analysis, customer service quality of discount store verified four items, that is, personal service, VMD of stores/atmosphere, store policy, product assortment. As a result of regression analysis, customer service quality influenced customer satisfaction. The intention of repurchase and word of mouth received a positive influence from customer satisfaction. The intention of repurchase influenced the word of mouth, and it received a positive influence from the word of mouth.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.241-254
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• 2020

International payment is an essential part of the economy, which is beneficial to both commercial banks and trading enterprises. Moreover, service quality, which has been a key point of discussion for decades, relates to customer satisfaction. This study aims to investigate the factors influencing international payment service quality at the Join Stock Commercial Bank for Investment and Development of Vietnam (BIDV) from 2015 through 2019. This research deploys both quantitative and qualitative methods to discuss the effects of these components. Statistical data was examined through different tests, including reliability analysis, correlation, and regression analysis by SPSS 16.0. The authors obtain and analyze 157 valid responses from customer surveys, then by applying an integration SERVPERF and PSQM model, identify five main components: Reliability, Tangibles, Assurance, Convenience, and Responsiveness, which explain how the customer perceives the service quality of international payment activities at BIDV. The results show that these five factors have a positive relationship with service quality, in which, Reliability has the most significant impacts on service quality level. Besides, the findings not only contribute to the literature but also give some practical implications for BIDV to improve its international payment service quality and help them to obtain customer satisfaction in the fast-changing environment.

• Industry Promotion Research
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• v.6 no.1
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• pp.9-13
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• 2021

In order to suggest the factors to be managed for customer satisfaction management in the franchise hair salon industry, a survey was conducted on the customers' experiences toward consumers who have experience using domestic franchise hair shop service in Korea. An online survey was conducted for 1,000 consumers who had used the top five franchise hair salon services within 6 months of the survey. According to the result of research on service quality(SERVQUAL)'s 5 factors- tangibleness, responsiveness, assurance, reliability, and empathy, assurance has the greatest impact on satisfaction, followed by responsiveness, empathy, reliability, and tangibleness. The service quality satisfaction of the five companies surveyed was 3.77 out of 5, indicating that there is much room for future satisfaction. This study aims to provide information on which factors should be invested more with limited resources to improve customer satisfaction.

• Journal of Distribution Science
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• v.14 no.10
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• pp.73-79
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• 2016

Purpose - Customer satisfaction has been considered important as a way to retain current customers. Specifically, the retention of current customers through customer satisfaction has been considered important in an industry where competition between companies is fierce. Major Korean airlines have confronted fierce competition with the growth of low cost carriers (LCCs). In order to survive, these airlines need to retain their customers. This research aims to investigate the relationships between customer satisfaction and the customer intention to remain loyal. Moreover, this study examines how the influence of customer satisfaction on customer loyalty is moderated by gender. Research design, data, and methodology - A regression model is developed in which customer satisfaction, gender, and an interaction of satisfaction and gender are predictors and the customer's intention to remain loyal is a dependent variable. To analyze this research model, data were collected from 402 university students taking a marketing class in universities in Seoul, Chung-Cheong province, and Kangwon province. After eliminating data from students who had never flown and data with missing values, a final sample of 201 was analyzed. The hypotheses were tested using SPSS 21.0. Internal reliability was supported by the results of Cronbach's α. Multiple regression was performed. Results - Empirical results showed that customer satisfaction toward the airline's service had a positive influence on the customer intention to remain loyal to the airlines. Moreover, this influence was moderated by gender. More specifically, a male customer's intention to remain loyal was more determined by his satisfaction toward airline service than a female customer's. Conclusions - This research contributes to the aviation service marketing literature by showing how customer satisfaction influences customer intention to remain loyal and how this influence is moderated by gender. More specifically, male customer loyalty is more determined by airline service satisfaction than female customers. These results have manager implications for major Korean airlines in terms of customer satisfaction and gender as ways to enhance customer retention.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.269-279
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• 2010

This study investigates 4P's of developing food service products(Focused on Gwangju, Jeonnam area) and intends to set the direction for the relations between product, price, promotion, place and customer satisfaction and customer occupation. Statistical techniques employed includes reliability analysis and regression analysis. The study is based on the 220-questionnaire-survey conducted from July 6 to July 20, 2009 to five foodservice companies in Gwangju. The data collected of this study were analyzed with the frequency analysis, reliability analysis, and regression analysis using the SPSS 12.0 package program. The findings of this study are as follows. Firstly, there are significant product, price, promotion and place factors that affect customer satisfaction. Secondly, there are significant product, price, promotion and place factors that affect customer occupation. Thus, food service management needs to apply product, price, promotion and place strategies aggressively.

• The Journal of the Korea Contents Association
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• v.20 no.6
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• pp.342-353
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• 2020

The purpose of this study is to identify priority factors for improving service quality of cosmetic stores in drug stores(DRS) and department stores(DES) and to provide basic data for improving service quality of cosmetic stores by analyzing the service quality based on the Kano model and the Potential Customer Satisfaction Improvement (PCSI) Index. As a result, most items of quality factors of cosmetic stores in both stores were evaluated as attractive quality factors. As a result of PCSI Index comparison, the quality factors of 'Reliability', 'Responsiveness', and 'Empathy' items for DRS and 'Empathy' and 'Reliability' items for DES had higher priority for improvement. That is, if these factors are improved, there is a high potential to improve customer satisfaction. Through this study, practical implications were provided by identifying service quality factor classification and priorities for customer satisfaction improvement of DRS and DES. This is expected to contribute to the guidelines for improving customer satisfaction in the future.

• The Journal of Industrial Distribution & Business
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• v.8 no.7
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• pp.71-81
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• 2017

Purpose - The purpose of this study is to investigate the relationship between customer trust and intention to return to the traditional market by using empirical analysis. Research design, data, and methodology - For the empirical analysis of this study, questionnaires were conducted for adults and over 20s. A total of 200 questionnaires were distributed to consumers with experience in traditional markets, and 163 of them were used for empirical analysis. In order to analyze the relationship between customer trust and return visit intention by consumers visiting the traditional market, variables were selected through 10 constructive concepts and revised based on previous studies. The SPSS for win 18.0 was used for data analysis. Results - In order to clarify the relationship between consumer's visit to traditional market and customer's trust, it was found that the tolerance values of both the visiting factors and the consumers' perceptions of traditional markets were higher than .01. In the relationship between visitor's visit to traditional market and customer's trust, price was positively related to customer trust at 0.1% level. Image, product quality and freshness of traditional market were 5% Positive effects were found. These results show that consumers who visit traditional markets gain customer's trust in price, image, product quality and reliability of traditional market. Conclusions - In this study, the results of this study are as follows: First, the effect of customer trust on customer satisfaction is affected by the image (emotion) consumers feel about traditional market, the trust level about the price of goods offered by the market, The confidence level of freshness, the reliability of consumers' connection with the local economy, the consumer's traditional marketplace, and the level of awareness of the service (kindness) of the variables on the independent variables. As a result of the analysis, it was found that among the influence variables of customer trust used in this study, consumers had a high level of confidence about the price of commodities offered by the market, quality of goods, and freshness, The same relationship, market environment such as hygiene or cleanliness, connection with a local economy, service (kindness) of traditional market did not affect consumers' trust in traditional markets.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.29 no.4
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• pp.54-61
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• 2015

Recently, DC-based power system is being paid attention as the solution for energy efficiency. As the example, HVDC (High Voltage DC) transmission system is utilized in the real power system. On the other hand, researches on LVDC (Low Voltage DC) distribution system, which are including digital loads, are not enough. In this paper, reliability in LVDC distribution system is analyzed according to the specific characteristics such as the arrangement of DC/DC converters and the number of poles. Furthermore, power quality is also taken account of since LVDC distribution system includes multiple sensitive loads and electric power converters. In order to achieve this, LVDC distribution systems are modeled using ElectroMagnetic Transient Program (EMTP) and both the minimal cut-set method and Customer Interruption Cost (CIC) are used in the reliability analysis.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.29 no.9
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• pp.51-58
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• 2015

Intelligent distribution automation system includes operating a switchgear of distribution system remotely when switchgear are not available to operate quickly. This system makes it possible to reduce the interrupt time. It also aims to improve the reliability of customers. Currently, Intelligent distribution automation improves the reliability by replacing manual switchgear, which is installed as sectional switchgear. However the prioritization of the replacement for the switchgear is required for its intellectualization. Many studies have been conducted related with prioritization of switchgear replacement. But it is difficult to interpret and apply to the power distribution system. That is because most of the studies just considers customer numbers for prioritizing the replacement. In this paper presents an algorithm to determine the intelligent swichgear replacement priority considering customer number, load quantity and interruption cost. Further, this algorithm is verified by using system reliability index.