• Culinary science and hospitality research
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• v.13 no.3
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• pp.115-126
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• 2007

Previous studies have focused on service quality by examining customer satisfaction and retention. Little, if any work has been conducted exploring the emotional state of customers and that state in con-nection to perceived service quality. The objective of this study was to explore and determine how a customer's emotions perceive and respond to service quality within family restaurants. It was found that within a positive emotional field, product and personal service quality showed a high correlation to the positive image while customers experiencing negative emotions had the perception of poorer product and personal service quality as well as a worse impression of cleanliness. Cleanliness was not connected to the issue of customer satisfaction but each of these three factors, whether positive or negative, led to the creation and mediation of an image which in itself directly resulted in customer satisfaction. Customer emotional fields are not merely the by-product of quality issues, or satisfaction but in fact the foundation by which all other factors must be considered and analyzed. Family restaurateurs need to focus on the customer's emotional well-being to create customer satisfaction.

• The Journal of Asian Finance, Economics and Business
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• v.10 no.2
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• pp.91-97
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• 2023

In the current era of globalization, financial and banking organizations have been facing ever-growing challenges in the global market regarding retention, customer satisfaction, commitment, engagement, proper services, and the belief of their employees. Employees are regarded as an enormous asset for every organization that plays an important role in achieving the vision of the company. The objective of this study is to explore the determinants of bank employee retention and its impact on an organization in the context of Bangladesh. In terms of research purpose, non-probability convenience sampling has been used in this study, and the targeted population was the commercial bank employees of Bangladesh. In terms of data collection, the researchers have used the adopted questionnaires from previous studies. In this study, the total sample size was 180, and a questionnaire was sent to the respondents through e-mails. For analyzing the collected data, SPSS 26.0 version has been used to test the study model and the proposed hypotheses. This study shows that there were four independent variables training and development, organizational culture, job satisfaction, and career development have a positive and significant impact on employee retention. So, the bank management should organize the retention program for the welfare of the employees.

• Journal of Information Technology Applications and Management
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• v.21 no.4_spc
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• pp.415-429
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• 2014

With the advent of smart devices, users are able to connect to each other through the Internet without the constraints of time and space. Because the Internet has become increasingly important to users in their everyday lives, reliance on it has grown. As a result, the number of web sites constantly increases and the competition between these sites becomes more intense. Even those sites that operate successfully struggle to establish new strategies for customer retention and customer development in order to survive. Many companies use various customer information in order to establish marketing strategies based on customer group segmentation A method commonly used to determine the customer groups of individual sites is to infer customer characteristics based on the customers' demographic information. However, such information cannot sufficiently represent the real characteristics of customers. For example, users who have similar demographic characteristics could nonetheless have different interests and, therefore, different buying needs. Hence, in this study, customers' interests are first identified through an analysis of their Internet news inquiry records. This information is then integrated in order to identify each web category. The study then analyzes the possibilities for the practical use of the proposed methodology through its application to actual Internet news inquiry records and web site browsing histories.

• Korean Management Science Review
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• v.26 no.1
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• pp.183-196
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• 2009

Customer retention has been a pressing issue for companies to get and maintain the loyal customers in the competing environment. Lots of researchers make effort to seek the characteristics of the churning customers and the loyal customers using the data mining techniques such as decision tree. However, such existing researches don't consider relationships among customers. Social network analysis has been used to search relationships among social entities such as genetics network, traffic network, organization network and so on. In this study, a customer network is proposed to investigate the differences of network characteristics of churning customers and loyal customers. The customer networks are constructed by analyzing the real purchase data collected from a Korean cosmetic provider. We investigated whether the churning customers and the loyal customers have different degree centralities and densities of the customer networks. In addition, we compared products purchased by the churning customers and those by the loyal customers. Our data analysis results indicate that degree centrality and density of the churning customer network are higher than those of the loyal customer network, and the various products are purchased by churning customers rather than by the loyal customers. We expect that the suggested social network analysis is used to as a complementary analysis methodology with existing statistical analysis and data mining analysis.

• Proceedings of the Korea Contents Association Conference
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• 2008.05a
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• pp.426-430
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• 2008

Most organizations recognize customer satisfaction as one of the most essential factors that ensure their success and prosperity. Many corporations realize that they can make their revisit their store and/or reuse their products and services by fulfilling customer satisfaction. The switching costs draw much attention from the managers and marketing experts as one of the key factors that have an considerable effect on customer loyalty. The purpose of this study is to understand the role of switching costs, and analyses the effects of corporate image on customer Loyalty according to switching costs and the structural relationship among these factors. The findings of the study provide integrated theoretical framework of switching costs and it's antecedents. And this study can be used as a marketing strategic tool to deter customer defection with help of a rewarding program to increase the benefits of customer retention.

• Asia Pacific Journal of Business Review
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• v.4 no.1
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• 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.

• Korean Business Review
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• v.19 no.1
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• pp.193-221
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• 2006

Customer Contact, defined as "the extent of interpersonal interaction between customer and service provider", is recognized as an important contributor to the perception of service quality, which in turn brings positive impacts on customer satisfaction, customer retention and loyalty especially in service contexts. The major purposes of this study are to explore the dimensionality of customer contact construct, to access the influences of customer contact dimensions on service quality dimensions, and to evaluate the relative importance of customer contact dimensions on service quality. Data from 388 customers of hotels at youngdong area in Kangwon-do were analyzed with major findings and their implications for service companies including hotels are as follows. First of all, the results of factor analysis show that customer contact is constructed with two dimensions, namely communication time and contact proximity. Secondly, overall customer contact is found to have positive effects on customers' perception of overall service quality and each dimension of customer contact has significant effects on overall service quality. Third, contact proximity dimension has relatively more important contributors than communication time has on overall service quality and four dimensions of service quality.

• Journal of Korea Port Economic Association
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• v.28 no.1
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• pp.203-227
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• 2012

Based on the review of the existing studies, this study built the conceptual framework describing the structural relationships among port service quality dimensions(port internal service quality, external service quality, interaction quality), customer satisfaction, customer trust and customer loyalty. In specific, switching barrier was included as moderator in customer satisfaction and customer loyalty relationships. The subjects are the customers who use the Busan New Port. A survey using 317 customers was conducted, Confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the port business can be ensured. Results in this paper indicate that customer trust and satisfaction are identified as antecedents of the port service quality dimensions. Customer satisfaction positively influences trust. Customer trust and satisfaction positively influence loyalty. Switching barrier positively moderates the relationship of customer satisfaction and customer loyalty. Finally, this study suggests that the implications of these findings and offers directions for future research.

• Journal of the Korean Society of Food Culture
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• v.33 no.4
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• pp.354-362
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• 2018

With increasing interest in the health and safety of food served in restaurants, more emphasis is being placed on the importance of health and food. As a result, Yaksun cuisine with new added effects and image is becoming more popular as a way to improve people's health. This study analyzed the effects of selection attributes relating to Yaksun cuisine on customer satisfaction and intention to maintain relationship in order to understand various needs of consumers as they relate to health food. The results showed that, among selection attributes of Yaksun cuisine, price, safety, and health were found to have significant effects on customer satisfaction; however, the effect of quality on satisfaction was not verified. Moreover, while the effect of safety and health of Yaksun cuisine on the intention to maintain relationship was found to be significant, the effects of quality and price on the intention to maintain relationship were not verified. These findings suggest that consumers believe Yaksun cuisine is more beneficial for health than general food and trust the origin label, hygiene, and safety of ingredients in Yaksun cuisine. Therefore, the results of this study suggests providing opportunities for consumers to experience diverse tastes in Yaksun cuisine and that development and promotion of different recipes using Yaksun ingredients will help reinforce competitiveness of Yaksun cuisine in the market and increase sales.