• Journal of Distribution Science
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• v.21 no.12
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• Journal of the Korean Data and Information Science Society
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• v.17 no.3
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• pp.763-774
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• 2006

The purpose of this study is to identify relationship among service quality, service value and customer satisfaction of food service industries. The respondents included 120 customers of K-restaurant in the survey. Data were analyzed by confirmatory factor analysis and cause-effect analysis among the constructs. After research model testing, the following results was obtained : Service Value was influenced directly and positively by the service quality. And customer satisfaction was influenced directly and positively by the service value. But customer satisfaction was not influenced directly and positively by the service quality.

• Journal of Korean Library and Information Science Society
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• v.41 no.2
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• pp.171-187
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• 2010

This study tries to develop and testify the structural equation model(SEM) for customer satisfaction of information commons in digital library(NDL) of the National Library of Korea and to calculate library customer satisfaction index (LCSI) based both on customers' perceptions and the staff members' expectations. It also compares the customers' perceptions with the staff members' expectations about service quality, satisfaction, and loyalty. Full mediation model is better fit than partial mediation model for this study, and it is proved that this model can be used for both groups. This study calculate LCSI for the information commons as 75.69. The comparison the customers' perceptions with the staff members' expectations shows that all of the figures of the former are higher than those of the latter.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.161-175
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• 2008

The purpose of this research is to find out the impact of quality management and differentiation strategies on customer satisfaction and management performance in family restaurants. In particular, it aims to identify whether such quality management and differentiation strategy have positive influence on customer satisfaction and perceived customer satisfaction as indicated through management performance. For the empirical analysis, a questionnaire survey was applied to a total of 250 customers who experienced family restaurant service in Seoul during the past one year. The model was tested using SPSS 12.0 and visual PLS(partial least squares) programs on a sample of the 198 surveys which showed a 92% usable response rate. The results of empirical analysis showed as follows: 1) quality management has a significant effect on customer satisfaction and differentiation strategies but not significant on management performance. 2) differentiation strategies have a significant effect on customer satisfaction and management performance. 3) customer satisfaction has a significant effect on management performance.

• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.38-51
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• 2007

The House of Quality(HOQ) is used in the development stage to identify important customer attributes and corresponding engineering characteristics. The importance of each customer attribute obtained in the HOQ affects to the quality of the final product or service. Traditionally, such importance is derived based on the assumption that customer satisfaction is linearly proportional to the product performance. In this paper, we propose a nonlinear function so as to relate the product performance with the customer satisfaction according to the Kano model. A performance goal is obtained by maximizing the total customer satisfaction under a cost constraint and the importance of each customer attribute is developed from the performance goal. Therefore, the proposed approach incorporates the Kano categories and the improvement cost in determining the importance of customer attributes.

• IE interfaces
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• v.16 no.spc
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• pp.116-122
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• 2003

We analyze how much employees' work abilities and overall satisfaction on the job or corporate influence on the productivity and customer satisfaction in the service industry, which is characterized by simultaneity, heterogeneity, intangibility and etc. Employees always encounter customers in process of the service. So, the employees' attitudes and behaviors have direct influences on the service quality or satisfaction which customers perceive. Also, employees' satisfaction or work abilities can lead to increase or decrease the productivity. To grasp and demonstrate the cause and effect relationship, we firstly measure the degrees of employee satisfaction organized by 11 factors through survey, and also measure employees' overall satisfaction, organizational commitment and productivity. Secondly, we define service value as the employee's objective measure index and collect it with the data related to customer satisfaction. Based on the collected data, thirdly we define how the relationship among the employee satisfaction, the productivity, the service value and the customer satisfaction are affected by the employees' work abilities and overall satisfaction with SEM(Structural Equation Model). And finally, we classify employees according to their abilities and the degrees of satisfaction respectively and suggest important strategies to manage them effectively.

• Korean System Dynamics Review
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• v.4 no.1
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• pp.5-31
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• 2003

Customer satisfaction is generally assumed to be a significant determinant of repeat sales, positive word-of-mouth, and customer loyalty. Therefore most companies in telecommunication industry have tried to satisfy customers with high quality at low price in Korea. Even though these efforts have been tried by companies, customers are not satisfied with discrepancy between their expectation and perceived quality. Moreover, the expectation has dynamic and variable characteristics in results from various effects such n technical progress, improved quality and promotions by companies, word-of-mouth, and so on, Therefore, there are not political leverages in assessing the quality and surveying customer satisfaction index in a point of time. As an initial attempt to tackle the questions listed above, this paper puts an effort to make a dynamic customer satisfaction model to understand customer satisfaction in variable situations by introducing 'systems thinking'.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.294-301
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• 2006

This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, Customer loyalty, switching cost. This study attempts to investigate different group. Brand group 1 is higher Brand loyalty than Brand group 2. Brand Group 1 is 276 and Brand Group 2 is 271 consumers in service sector that they were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were confirmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

• Korea Journal of Hospital Management
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• v.14 no.1
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• pp.1-22
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• 2009

The purpose of this study is to find how does market orientation of specialty hospital affects customer orientation, professionalism, job satisfaction and performance. Consequently, the correlation between market orientation and performance can be identified and more effective guideline for marketing strategy can be draw through this study. Data were collected from 302 employees in 6 hospitals using a standardized questionnaire. This study analyzed the research model using structural equation model. The findings of this paper are as followings; 1. Customer orientation and professionalism had been affected directly by market orientation. 2. Performance has been affected directly by customer orientation and job satisfaction. 3. Job satisfaction has been affected directly by professionalism. 4. Performance has been affected indirectly by professionalism via job satisfaction.