• Culinary science and hospitality research
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• v.14 no.1
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• pp.134-143
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• 2008

The purpose of this study is to identify the critical service factors, which influence the customers' satisfaction and loyalty to pizza restaurant's customers in Korea. In order to meet this purpose, we surveyed 185 customers who have visited Imsilcheese pizza restaurants. This survey used the SERVPERF service quality measuring theory. The results are as follows: Service Quality consists of 6 factors which are Assurance, Tangibles, Quality of Pizza, Responsiveness, Empathy and Reliability. Customers' satisfaction is affected by 6 factors of service quality. Responsiveness is most influential in customers' satisfaction while Assurance is most crucial to their loyalty. Customers' satisfaction has a significant effect on the customers' loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.11
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• pp.297-305
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• 2021

The study aims to investigate loyalty rewards programs on customers' satisfaction in Jordanian banks, and to investigate the statistical differences in loyalty rewards programs and customers' satisfaction according to demographics such as age, sex, education level, duration of engagement with bank, and the type of bank. The study is based on the data obtained from the sample. The questionnaire is the tool for collecting data from the respondents. The study materials include website resources, regular books, journals, and articles. The study population consists customers in the banking sector. The figures indicate that number of actual customers reaches 2.06 million. The sample size requirement is 386 items. Customers are split between traditional and Islamic banks, with 231 and 155 customers respectively. The stratified random sampling technique and the structural equations modeling methodology were used. The results show moderated impact of the loyalty rewards programs on customers' satisfaction. The results show statistical differences in the loyalty rewards programs and customers' satisfaction according to the engagement period with the bank only. The findings suggest better managing the loyalty programs and developing one credit card for all banks in Jordan.

• Journal of the Korea Society of Computer and Information
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• v.9 no.2
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• pp.149-160
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• 2004

The purpose of this research is to study the effect of service qualify improvement strategy and its practices on firms' competitive advantage, and identify their influence on customer satisfaction and loyalty. According to this purpose. this paper hypothesized that high service qualify will satisfy customers' needs and result in improved customers' loyalty. Thus, empirical study was conducted to identify the relationships among factors which were identified through literature review. Data were collected from the customers of 3 luxurious japanese restaurants in Seoul. The result of data analyses shows (1) Serve quality factors such as customer service, qualify of meal, location and facility, and types of restaurants make significant difference among three restaurants in terms of customers' perception about service quality; (2) There is statistically significant difference among three restaurants in terms of customers' satisfaction, but there is no significant difference among them in terms of customers' loyalty; and (3) Not only the result from analysis on japanese restaurants inside hotels but also that on the independent japanese restaurant in Kangnam area, shows that service quality factors have significant effect on both customers' satisfaction and loyalty.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.292-302
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• 2007

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.

• Convergence Security Journal
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• v.15 no.1
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• pp.37-47
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• 2015

This study aims at exploring effects of airport special guard's security service value on customers' satisfaction and customers' loyalty. Users of airport facilities located in Incheon were selected as the population in Jun. 2013 and the sample was extracted using cluster random sampling and 460 people were used for a final analysis. The questionnaire used for the study was composed of total 22 items including 6 items of socio-demographical characteristics, 6 items of security service value, 6 items of customers' satisfaction and 4 items of customers' loyalty etc. and using SPSSWIN 18.0, factor analysis, reliability analysis, multiple regression analysis, path analysis etc. were used. The credibility of the questionnaire was indicated to be over ${\alpha}$=.809. The findings are as follows. First, security service value has an effect on customers' satisfaction. if monetary value is enhanced, satisfaction with service composition is high. second, security service value has an effect on customers' loyalty. If monetary value and time value are enhanced, will of continuous use and will of recommendation of others are high. Third, customers' satisfaction has an effect on customers' loyalty. If satisfaction with service composition and satisfaction with use decision are increased, will of continuous use and will of recommendation of others are high. Fourth, airport special guard's security service value has a direct and indirect effect on customers' satisfaction and customers' loyalty. That is, it means customers' satisfaction is an important variable to mediate security service value and customers' loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1267-1274
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• 2021

This study aims to analyze the effect of corporate communication and service quality on loyalty mediating satisfaction. The population of this study is 384 Islamic bank customers in North Sumatra. This research is quantitative research using the survey method. The number of research samples was 384 customers. Characteristics of this research sample were (1) Savings customers who actively carried out transactions in Islamic banks (2) Savings customers who had used bank services for at least 1 year (3) Savings customers who used services directly and individually. The data analysis technique used in this study was the Partial Least Squares-Structural Equation Model (SEM-PLS) analysis technique, using Warp-PLS 3.0 software. This study investigates the largest Islamic banks in North Sumatra, namely Bank Syariah Mandiri, Bank BNI Syariah, and Bank BRI Syariah. The results show that company communication has a positive and significant effect on satisfaction, service quality has a positive and significant effect on satisfaction, company communication has a positive and significant effect on loyalty, service quality has a positive and significant effect on loyalty, satisfaction has a positive and significant effect on loyalty. There is also a significant effect of satisfaction on the relationship between company communication and loyalty, and the relationship between service quality and loyalty. This study contributes to Islamic banking to increase customer loyalty.

• Journal of the Korean Society of Food Culture
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• v.19 no.4
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• pp.407-418
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• 2004

A study of the comparison of customers' satisfaction and loyalty at McDonald's two types of outlets is presented. The objective of this study is to test correlation among selection attributes, customer satisfaction and loyalty of customers patronizing two types of Mcdonald's restaurants - stand alone and co-branded, as Mcdonald's is known to be actively participating in co-branding with discount stores such as E-Mart. In order to measure customer loyalty, benchmark scores from customers showing extreme satisfaction are compared to the mean scores of total sample customers at each outlet. Meeting or exceeding benchmarking scores does not automatically bring in and create loyal customers but in doing so will certainly help build up strong customer relationship which will create additional loyalty. Marketers should be well aware that statistically significant difference do exist between these two groups of customers and should take into consideration these findings in opening up new outlets or renovating existing outlets.

• Journal of Information Technology Services
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• v.12 no.3
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• pp.55-71
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• 2013

Mobile communication industry is attracting a lot of attention all over the world and is expected to continue developing endlessly with the current rapid development of IT industry. Nowadays, mobile communication companies of vietnam are competing about service quality in order to retain existing customers and improve customer satisfaction and customer loyalty. This study attempts to research about the effect of mobile communication service quality on customer satisfaction and affecting relationship between customers satisfaction and customer loyalty. In this research empirically examine how mobile communication service quality influence customer loyalty in Vietnam. To do this, after considering characteristics of mobile communication service quality, quality measurement instrument was designed including call quality, call charge, cellphone, added service quality, corporate image, employee's attitude, and behavior. The study finds that all factors of call quality, added servces quality, corporate image, employee's attitude and behavior have positive effect on customer satisfaction except call charge and customers satisfaction also effects customers loyalty positively. From these results, Vietnam domestic mobile communication companies and foreign companies can grasp the general information about Vietnam mobile communication industry, and then, establish customers satisfaction strategies more effectively.

• The Journal of Information Systems
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• v.14 no.2
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• pp.155-172
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• 2005

Securities companies which faced with severe competition should not only attract new customers but also retain their on-line customers. This study examines the factors affecting loyalty of on-line stock trading customers. The research model based on the previous studies was established and the research hypotheses were generated. The test results based on the data gathered from 87 users of on-line stock trading services show that user satisfaction, learning cost, transaction fees, and reputation influence customer loyalty. User satisfaction, learning cost and reputation are positively related to customer loyalty, whereas transaction fee is negatively related to customer loyalty. The results also support that information quality and system quality are positively related to user satisfaction. The hypothesis that transaction fee is related to user satisfaction is not supported. There is no significant information to say that security risk is related to user satisfaction. It is considered that the study results may help managers to increase customer retention.

• Journal of Distribution Science
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• v.14 no.8
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• pp.9-21
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• 2016

Purpose - This research analyzes the impact of motivations to dine out and selected attributes of customers on customer satisfaction and loyalty. Based on collected data, this study aims to suggest effective marketing strategies to help manage traditional Korean food restaurants. Research design, data, and methodology - The data were collected from the customers who visited traditional Korean food restaurants in Jeon-Ju for two months from December, 2015. The available data were 402 from collected 450 customers' data and they were analyzed by using SPSS 19.0. Result - These are the results of data analysis. First, environmental, personal and perceived factors influence on the motivations to dine out at Korean food restaurants which affect customer satisfaction. Next, selected attributes from Korean food restaurants have impacts on customer satisfaction. Third, motivations to dine out Korean food restaurants affect customer loyalty. Moreover, physical environments, curiosity and need satisfactions, which are the selected attributes, have impacts on customer loyalty. Lastly, it has been identified that customer satisfaction in Korean food restaurants influences customer loyalty. Conclusions - Satisfaction and good brand image of Jeon-Ju will increase customers' intention to revisit. This study has found that high customer satisfaction leads to re-visitation.