• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.5
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• pp.782-792
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• 2009

The purpose of this research were 1) to identify the distribution of customer equity about sports fashion brands, 2) to identify the dimensions of fashion brand attributes influencing customer satisfaction and customer equity, and 3) to investigate relationships among sports fashion attributes, customer satisfaction and customer equity. Survey questionnaire was used to collect data and 900 responses were used for the data analysis. Descriptive statistics(i.e., frequency, percentage), factor analysis and multiple regression analysis were used for the data analysis. The results of this study were as following. First, 67.4%(i.e., outdoor sports brands) of customer equity distributes under 1 million won while 61.3%(i.e., general sports brand) and 54.3%(i.e., golf brands) distributes. Second, the sportswear brand dimensions consist of 6 factors, product quality value, convenience value, perceived value, unique brand image, trust relationship, and personalized relationship. Third, the higher the product quality value, perceived value, unique brand image, and trust relationship were, the higher customer satisfaction was. Fourth, the higher customer satisfaction was, the higher customer equity was.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.231-247
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• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• Journal of Distribution Science
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• v.21 no.1
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• pp.13-22
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• 2023

Purpose: This study aims to investigate the linkages among cross-channel integration capability (CCI), showrooming, webrooming, and customer value of retail enterprises. From the literature review, this research proposes the research model on the direct impact of showrooming and webrooming on customer value as well as the indirect impact of cross-channel integration capability on customer value which is mediated by both showrooming and webrooming of retail enterprises. Research design, data, and methodology: By conducting a survey of 304 consumers in the five biggest retailers in Hanoi-Vietnam from mid-September 2021 to the end of November 2021, the PLS-SEM was used to test the hypotheses. Results: The research results reveal the favorable impact of (CCI) on improving showrooming and webrooming, and the important role of developing both showrooming and webrooming in bringing more value to the customer of retail enterprises. The findings also express that showrooming and webrooming acts mediating role in the favorable relationship between (CCI) and customer value of retailers. Conclusions: This research clarifies the positive impact of (CCI), showrooming, and webrooming on customer value. In addition, this study suggests practical implications for retail managers to provide more value for customers by enhancing (CCI) and developing both showrooming and webrooming.

• 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.

• The Journal of the Korea Contents Association
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• v.16 no.8
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• pp.20-28
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• 2016

The purpose of this study is to identify the factors which affect the customer value and satisfaction of public information services used by the researchers in SMEs(small-and-medium size enterprises). The results, based on statistical analyses of a survey conducted in Korea are as follows; 1) the customer value is positively influenced by the service quality; 2) the customer value, in turn, is positively associated with the customer satisfaction; 3) information needs moderate the relationship between service quality and customer value but does not moderate the relationship between the customer value and satisfaction.Our findings propose the importance of the service quality and the effort to maximize the information customer values.

• Korea Journal of Hospital Management
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• v.13 no.4
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• pp.76-100
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• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• Culinary science and hospitality research
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• v.20 no.6
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• pp.69-79
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• 2014

How the menu selection attributes and menu design attributes influence the customer value and customer satisfaction is a major study object. In order to achieve the purpose of this study, a questionnaire survey was conducted to the consumers of 4 Western restaurants. Selecting 223 copies, the diversity of menu and convincibility of menu turned out to be influential on the customer value. In the Hypothesis 2, menu selection attributes turned out to be influential on the customer satisfaction. In the Hypothesis 3, menu design turned out to be influential on the customer value. In the Hypothesis 4, menu design turned out to be influential on the customer satisfaction. In the Hypothesis 5, the customer value turned out to be influential on the customer satisfaction. The study shows that the importance of menu selection and menu design is a significant in regards to customer value and customer satisfaction.

• Journal of Information Technology Services
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• v.13 no.4
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• pp.139-153
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• 2014

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows : First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.1001-1010
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• 2021

The world of tourism is a tangible form of a global business trip, which is very promising because it will be estimated to be a sector capable of driving world economic growth resulting from tourists' ever-increasing movement. Currently, in Indonesia, marketing activities in this sector are an integrated process, where the main target is providing customer satisfaction. Thus, the company's marketing activities are expected to be in accordance with customer expectations. The essential purpose of this study was to analyze the mediating role of the effect of trust and customer value on loyalty. The population of this study was users of the Lentera Wisata service in Semarang City, Indonesia. The sampling used a purposive sampling method, with the criteria of male and female customers and customers who have used the Lentera Wisata Semarang service bureau more than once. The test employed multiple regression analyses and the Sobel test. The test results revealed that trust and customer value positively and significantly affected satisfaction. However, trust did not affect customer loyalty. Meanwhile, customer value and satisfaction significantly and positively influenced loyalty. Additionally, the Sobel test results revealed that satisfaction mediated the effect of trust and customer value on customer loyalty.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.233-240
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• 2018

In this study, variables were constructed based on prior research to examine the impact of information system quality (information quality, system quality, service quality), customer value and satisfaction in hotel comparison site. The samples consist of 205 survey data drawn from hotel comparison site users. The collected data were analyzed by SPSS 24.0 and AMOS 21.0. According to results of the reliability and validity test, all were found reliable, and all items were included. The results are as follows: first, Among the information system quality (information quality, system quality, and service quality) of the hotel comparison site, the information quality and service quality have positive effects on customer value. Second, the information system quality(information quality, system quality, and service quality) of the hotel comparison site has a positive effect on customer satisfaction. Third, the customer value of the hotel comparison site has a positive effect on customer satisfaction.