• 한국조리학회지
• /
• 제11권1호
• /
• pp.30-49
• /
• 2005

This study was done to figure out what sort of service quality the visitors of a theme park think much of. The service quality of theme park is the most important factor for customer's satisfaction, and such satisfaction can lead them to have repurchase intention. Most of the customers revisit a theme park on the basis of their own past experience and information through their friends, which means that service quality plays an important role in the theme park. The intention of revisit is strongly influenced by the primary factor of service quality and price. The neat appearances of its clerks, guideboard, buildings, structures, facilities and so on are the most important part in the properties of service quality. By the above mentioned strategy, the customer's devotion and the long-term expectation of profits could be realized. In other words, high qualified service is the basis of the service marketing for the theme park, contributes to enhancing customer's trust, and promotes communications about the theme park with one another in a friendly way. Besides, it can increase the number of visitors and cause the customers to perceive highly the value of the theme park.

• 유통과학연구
• /
• 제18권12호
• /
• pp.31-43
• /
• 2020

Purpose: This study examined how many determinant factors (service dimensions, food quality, and price perception) affect revisit intention. This practical concept is service quality (SERVQUAL), customer satisfaction, and repeated/revisit behavioral intention based on the theory of reasoned action (TRA). Research design, data and methodology: This research applied a hybrid mixed-method comprising exploratory and explanatory sequential design by Creswell (2014). The 400 responses were collected in four townships in Myanmar. This study drilled down to exploratory factor analysis (EFA) followed by confirmatory factor analysis (CFA) prior to test the hypothesized factor structure of all the variables resulted in the form of the goodness of fit. For further data analysis, structural equation modeling (SEM) was applied to test the relationships among the variables of the proposed model. Results: The results showed that perceived service quality, food quality, and price perception have direct effects on customer satisfaction and indirect effect on revisit intention. The perceived service quality has the most significant influence while the food quality has the least influence on customer satisfaction. Conclusions: The results are useful for the restaurant managers to better understand the significant strategic choice factors to improve higher quality service amongst restaurants both domestic and international under the stiff competition.

• 유통과학연구
• /
• 제14권8호
• /
• pp.67-75
• /
• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• 패션비즈니스
• /
• 제11권3호
• /
• pp.46-58
• /
• 2007

The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.

• 한국항만경제학회지
• /
• 제22권1호
• /
• pp.125-149
• /
• 2006

The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

• 한국의류학회지
• /
• 제31권4호
• /
• pp.574-583
• /
• 2007

This study aimed to look into the features of the hair beauty service components and the effects of these elements on customer satisfaction and word-of-mouth intention. Subjects were 20's-40's women and survey methods such as frequency analysis, t-test, ANOVA, factor analysis, reliability analysis, and regression analysis were used. Results were as follows: First, hair beauty service were composed of eight factors such as facilities of hair beauty salon, employee's kindness, amusement facilities, light refreshments, guidance to a process of hair style, keeping service for personal belongings, reservation service, and customer management. Second, the effects on customer satisfaction was significantly affected by facilities of hair beauty salon, employee's kindness, guidance to a process of hair style, customer management, keeping service for personal belongings, light refreshments. Third, customer satisfaction with hair beauty service affected the word-of-mouth intention.

• 동아시아식생활학회지
• /
• 제23권6호
• /
• pp.850-861
• /
• 2013

This study aimed at investigating any differences perceived between the contractor and the contractee based on an importance-performance analysis (IPA) of foodservice quality attributes. Questionnaires were distributed to 200 personnel concerned in the Busan, Ulsan and Kyungnam areas and a total of 134 valid responses were used for analysis. Of the 23 foodservice quality attributes, the factors of 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were induced from a scale purification process through the exploratory factor analysis. The level of importance (p<0.01) of the 'hygiene and safety' factor and 'employee service' factor was not found to be significantly different between the groups. In the level of performance, the factors of 'food service', 'employee service', 'customer orientation' and 'operation quality' were found to be perceived significantly lower than expected by the contractor group. In the importance level, 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were rated by the contractor as 4.03, 4.30, 4.27, 4.01 and 4.12 points, respectively. In contrast, in the performance level, perceived 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were evaluated as 3.57, 3.94, 4.06, 3.83 and 3.95 points, respectively.

• The Journal of Asian Finance, Economics and Business
• /
• 제9권6호
• /
• pp.373-380
• /
• 2022

Today, customer satisfaction is the most important issue for Vietnamese banks. There are numerous factors that influence bank customers' satisfaction. The study investigates the factors that influence customer satisfaction with deposit services at the Vietnam Bank for Agriculture and Rural Development (Agribank) in Bac Giang province, Vietnam, and analyses the impact of each component. The authors used 5-point Likert scales to assess whether elements were related to the factors determining consumer satisfaction with Agribank's deposit service. To perform this study, exploratory factor analysis (EFA) and multiple regression were used to find factors determining customer satisfaction with Agribank services. Customers that use deposit services at Agribank in Bac Giang province, Vietnam, provided samples of 300 survey questionnaires for this study. SPSS software is used to examine the data. Customers' satisfaction with Agribank's deposit service is influenced by six factors, including reliability, responsiveness, service capabilities, empathy, tangible means, and service price, according to the study. This finding also offers some recommendations for improving service quality in local Vietnamese banks to gain a competitive advantage.

• 한국식생활문화학회지
• /
• 제25권4호
• /
• pp.456-465
• /
• 2010

The purpose of this study was to understand the interrelationships between customers' perception of service encounter elements, customers' emotional response and customer satisfaction in a family restaurant. Based on a total of 408 samples, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. The hypothesized relationships of the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=821.151 (df=333), CMIN/df 2.466, GFI .878, NFI .927, IFI .955, TLI .949, CFI .955, RMSEA .060. The results showed that human factor ($\beta$=.426) and physical factor ($\beta$=.266) as service encounter elements in family restaurants were indicated to have a positive (+) influence on customers' positive emotion. For influence of customers' negative emotion, human factor ($\beta$=-.157) was surveyed to have a negative (-) influence. Also, customers' positive emotion ($\beta$=.716) and negative emotion ($\beta$=-.081) had significant effects on customer satisfaction. Limitations and future research directions are also discussed.

• 한국식생활문화학회지
• /
• 제33권6호
• /
• pp.550-557
• /
• 2018

This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.