• The Journal of the Korea Contents Association
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• v.12 no.2
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• pp.208-221
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• 2012

The purpose of this study is to investigate the antecedent variables of customer citizenship behavior selected by a social exchange point of view on the Boryeong Mud Festival. Of all the questionnaires collected, 239 were included in the analysis which was performed using SPSS. Date analysis method used to frequency analysis, factor analysis, reliability analysis and canonical correlation analysis. As the results of the canonical correlation analysis between the customer citizenship behavior and the social exchange point of view, there was a significant relationship between the attributes of customer citizenship behavior - loyalty, cooperation, Participation and social exchange point of view - customer satisfaction, customer confidence, perceived support of customers, justice perception. Therefore, marketing practitioner should recognize the importance of customer's perception in the service circumstance and make a managerial effort to offer the best service to customer. The result of this paper may help local festival planner and marketers for festival marketing strategy.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.127-138
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• 2013

This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

• Journal of Korea Trade
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• v.25 no.5
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• pp.19-38
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• 2021

Purpose - This study aims to verify the direct causal relationship between cost competitiveness and global network competitiveness, which are the tangible service quality factors determined by the shipping company, which in turn affect the shipper's customer satisfaction. Additionally, we empirically investigate the intangible, related service qualities determined by shipping companies, such as operational competitiveness and customer relationship quality, and how these then positively affect customer satisfaction through the formation of trust. Therefore, we examine the mediating effect of trust formation among different contractors for shipping services. Design/methodology - In order to examine the shipping company's tangible and intangible service-qualities perceived by the shipper on customer satisfaction and the process of trust formation between contractors, we collected valid data from 114 respondents out of 200 distributed questionnaires. The respondents consisted of domestic freight forwarders who engage with domestic and international shipping and logistics agencies. Descriptive statistics, confirmatory factor analysis, reliability, convergent and discriminant validities, common method bias, and PLS-SEM (partial least square-structural equation model) were analyzed using the program STATA 16. Findings - The findings of this study are as follows. First, our results showed that all hypotheses assumed in this study had statistically significant supporting evidence. Second, it was found that the mediating effect of trust was significant in affecting the quality of intangible service- qualities for customer satisfaction. Third, through supplementary analysis, we found that the global network competitiveness of domestic shipping companies will increase in importance in the future. In conclusion, the theoretical and practical implications of these findings are presented. Originality/value - This study reaffirmed the traditional causal relationship between customer satisfaction and tangible service quality. Additionally, we also contribute to the literature on the understanding of the causal relationship between trust formation and customer satisfaction through intangible interactions from a long-term perspective.

• The Journal of the Korea Contents Association
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• v.12 no.4
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• pp.426-437
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• 2012

The purpose of this study is to investigate the relationship between internal service quality, internal customer satisfaction and management outcome of airport security agents. This study had selected special securities from Incheon airport of October, 2011 for population. Using judgment sampling method, 282 samples were drawn and were used for the final analysis. Questionnaire used in study is composed of total 43 questions and using SPSSWIN 18.0, frequency analysis, factor analysis, reliability analysis, multiple regression analysis and path analysis were performed. Cronbach's ${\alpha}$ value which shows the reliability of the survey came out to be over .686. The conclusion is following: First, internal service quality of airport security agents affects internal customer satisfaction. That is, as corporality, responsiveness and empathy increase, internal supply satisfaction and job satisfaction also increase. Second, internal service quality of airport security agent affects job performance. That is, as corporality, reliability and responsiveness increase, non-financial performance and financial performance also increase. However, when empathy is not activated well, financial performance is decreased. Third, airport security agent…s internal customer satisfaction affects job performance. That is, as activation of internal supply satisfaction increases, nonfinancial performance and financial performance are increased. Fourth, airport special security agent…s inside quality of service exerts direction indirect effect in inside customers satisfaction and management result. That is, inside customers satisfaction is an important variable that mediate inside quality of service and management result.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.8 no.8
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• pp.1760-1768
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• 2004

A P2P is a method that can share and exchange on digital resources through a direct connection on personnel without a central server. In this paper, we apply a P2P technology to a traditional electronic commerce method so that a seller and a customer can perform a commercial transaction through a direct communication. As such a result, we propose a new e-Commerce model on P2P environment to assure fairness in commercial transactions. To achieve our goal, we put an escrow server which is responsible for guarantee fair contents delivery and payment for the contents between a seller and a customer. When a customer buys content, he first obtains reputation values implicating reliability for the content and refers to these values to determine purchase. The proposed scheme, we can improve the reliability for the purchasing content and provide the fairness to both a seller and a customer simultaneously.

• Culinary science and hospitality research
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• v.21 no.2
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• pp.27-40
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• 2015

This study conducted frequency analysis to explain demographic characteristics using SPSS 18.0 in order to examine the effects of emotional labor of open kitchen employees working for hotels or food service companies. In addition, factor analyses and reliability analyses were performed to test validity and reliability of measured items, and this study also conducted regression analyses in order to test proposed hypotheses in this study. Results are as follows: First, for the effects of the emotional labor of open kitchen employees on job satisfaction, it was found that deep acting has positive effects on job satisfaction, whereas surface acting has negative effects on it. Second, the result shows that job satisfaction has a positive (+) effect on customer orientation. Third, it was found that deep acting has positive effects on customer orientation, while surface acting does not have any significant effects on it. It is considered that supervisors and colleagues' support and assistance are required as a way of reducing emotional labor of employees who work in the open kitchen.

• The Journal of Information Systems
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• v.21 no.4
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• pp.155-183
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• 2012

Means-Ends Network model was used to identify factors of means objective(means supplied by vendor) and fundamental objectives(purchasing motivations) for purchasing decision-making structure and dimensions of customer values on purchasers of internet shopping mall in Korea and China. In Means-Ends Network 6 factors(shopping travel, shipping assurance, vendor trust, online payment, product choice, and recommender systems) were found as a means objectives and 3 factors(shopping convenience, internet environment, customer support) as a fundamental objectives of shopping. However the results of hypotheses test for Means-Ends Network show some important differences between two countries. Something important to notice here is that Chinese customers shopping in China recognize shipping assurance factor and vendor trust factor as important factors satisfying all fundamental objectives unlike as in the case of our country. As these two factors are attribution factors responsible to the sellers, it is identified that customers do not trust the sellers and sellers have not met the expectations of customers. Therefore, these results show that the seller efforts assuring the reliability of the seller themselves, such as conducting its own compensation scheme are more important rather than the establishment of the guarantee institution to guarantee reliability and delivery assurance of sellers and implementation of legal and institutional apparatus such as the settlement of e-commerce licence system. Though this study presents such an important marketing implications, it can be pointed out that the limits are this research was done on the general Internet shopping malls without considering the Internet shopping mall types of diversity, the survey was designed around the student samples for convenience of the investigation because it was an international survey and the collected data has been limited to the western coast cities, such as China's Beijing, Shanghai, and Dalian.

• The Journal of the Korea Contents Association
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• v.18 no.11
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• pp.406-415
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• 2018

Educational satisfaction is an important indicator of the educational field but the existing customer satisfaction index mainly focused on partial area because measurements could not reflect the alteration of university environment. The purpose of this research is to develop a new UCSI for university to improve the quality of university education. This research demonstrates validity and reliability of UCSI. This research uses the second-order confirmatory factor analysis. The results indicate that the reliability and validity of UCSI is verified. Education condition, education course, university development and student support are clarified to be appropriate components of the satisfaction survey. This research develops UCSI and applies it in a university. University managers can be used to measure the satisfaction level of university education and to improve the quality of university education.

• Journal of Information Technology Services
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• v.12 no.1
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• pp.83-98
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• 2013

Advanced IT of Korea is the important factor that has improved the performance of business to business e-business systems, especially On-Line E-procurement System (KONEPS). Obviously KONEPS is well positioned in businesses of Korea. In order to be higher performance in KONEPS, it needed to be analysed important characteristics composed of KONEPS. Even though KONEPS has been operating well, user's satisfaction and customer loyalty for KONEPS was not high in real businesses. In this research, we tried to find the factors affecting user satisfaction and customer loyalty for KONEPS and figure out the mechanism among the factors. We surveyed using characteristics, which are information diversity, usability, system reliability and stability, on suppliers, main users of KONEPS. We consider the using characteristics as independent factors of the research model. Meanwhile, we model user's satisfaction and customer loyalty as the dependent factors. The results from the study are helpful in providing policies and strategies to promote the use of KONEPS.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.18 no.4
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• pp.165-170
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• 2004

This paper presents summary results of direct interview survey of Korean industrial customers conducted to evaluate the direct and short duration interruption costs resulting from local random electrical supply interruptions. The cost is evaluated using the questionnaires authors designed, which are mainly on the experience or preparatory actions consumers predicted they would take. Economic evaluation of reliability that traditionally takes into account duration and frequency of interruption does not accurately reflect the lost value or economic impacts of industrial customer, especially large size, caused by any kind of interruption. So, to imply the substantial difference in costs incurred by different customer group, the authors apply the international standards, i.e. IEC, IEEE, to the analysis on the interruption costs.