• The Journal of Economics, Marketing and Management
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• v.10 no.4
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• pp.1-12
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• 2022

Purpose: The purpose of this study is to explore how customers perceive virtual mirror technology in the 4th industrial revolution environment. In particular, this study investigated how virtual mirror technology affects customer satisfaction and intention to use that are rarely examined in previous studies. Research questions include how proposed variables including sensory stimulation, enjoyment, product quality, telepresence, interactivity, and immersion affect satisfaction and intention to use and how satisfaction affects intention to use. Research design, data and methodology: This study conducted an online survey and applied factor and regression analyses to test hypotheses. Results: The results of this study found that effects of sensory stimulation, telepresence, and immersion on satisfaction were significant, while effects of enjoyment, product quality, and immersion on intention to use were significant. Therefore, variables affecting satisfaction and intention to use were different, while effects of immersion were significant both on satisfaction and intention to use. Conclusions: This study concluded that the role of virtual mirror technology helps customers determine product quality and increase satisfaction level, while it also helps customers enjoy shopping and increase intent to use the service. The results of this study provide how to foster better relationship with customers by applying advanced technologies.

• Knowledge Management Research
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• v.15 no.2
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• pp.165-182
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• 2014

Social commerce is regarded as a kind of e-commerce that utilizes social media. Considering increasing complaints around social commerce market, it is important to see customers' satisfaction level and intentions to repurchase. In this study, we examine antecedents that affect customers' satisfaction and relationship between satisfaction and intention to repurchase in social commerce market. We also use social media characteristics as moderators between antecedents and customers' satisfaction. The main results are as follows. First, except site design, most of the intrinsic factors of service quality, such as information, transaction, communication and perceived security had positive effects on customers' satisfaction. Second, all the extrinsic factors of service quality, such as discount rate, constraints, and discrimination had significant impacts on customers' satisfaction. Third, the social media characteristics could not moderate the relationship between service qualities and customers' satisfaction. Fourth, customers' satisfaction had positive effect on the intention to spread through social media. Fifth, customers' satisfaction had positive effect on the intention to repurchase. Social commerce companies need to set up strategies considering the antecedents of customers' satisfaction using these research results. They also need to secure customers that have sustainable purchasing intentions.

• 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.

• Journal of Korean Academy of Nursing Administration
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• v.8 no.1
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• pp.151-167
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• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.3
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• pp.225-234
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• 2019

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.

• The Journal of Korean Medicine
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• v.31 no.1
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• pp.69-80
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• 2010

Objectives: This study aimed to find determinants of customers' use of and satisfaction with oriental medical services in Korea. Methods: A total of 33 articles which consist of 9 articles published in academic journals, 20 master's theses, and 4 doctoral dissertations were included in the systematic review. Among the articles used in the study, 29 used primary survey data, while 4 used secondary data produced by the Korean National Health and Nutrition Evaluation Survey. Results: First, it was found that people who prefer to use oriental medical services usually have one or more of the following diseases: musculoskeletal disorders, paralysis, or diseases or injuries without clear diagnosis. Other variables of gender, age, expectation of treatment outcome, and kindness of doctor and other staff were found to be significant determinants of using the oriental medical services. Second, the determinants of customers' satisfaction with oriental medical services were found to be age, gender, level of education, chronic disease with long length of stay, kindness of staff, medical cost, clinical environment, doctor's reputation, and public image of the institutions. Conclusion: The results of this study can be used to develop marketing strategies for oriental medical institutions in Korea.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.220-238
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• 2007

This study investigates the importance of customers who use hotel restaurants on the basis of literature and actual data, establishes positioning strategies to stimulate hotel restaurants amidst an intensely competitive market, and sets up marketing strategies that can be applied to hotel restaurant business from the analysis results. Determinant factors for hotel restaurants were service quality, food, atmosphere and cleanness, brand and reputation, the attitude and appearance of attendants, and variety of menu, in the order of importance. As for the analysis results for satisfaction, the higher the customers regarded on the attitude and appearance of attendants and the food of the restaurant, the higher the overall satisfaction, the intention of revisiting, and the intention of recommendation of the customers became. Therefore, the marketing and promotion staffs of hotel restaurants should search for the ways to meet these needs of customers as much as possible, and identify the usage inclinations and satisfaction level of customers when carrying out marketing activities and establishing customer relationship marketing strategies.

• East Asian Journal of Business Economics (EAJBE)
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• v.9 no.3
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• pp.45-56
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• 2021

Purpose - The research was conducted to understand how the values of customers using airline SNS affects customer satisfaction and trust. By finding out which characteristics of customer values lead to customer satisfaction and gaining trust, research concludes with suggestions for various airlines to utilize such characteristics to maintain customers through SNS. Research design, data, and methodology - The data were collected from May to July 2020 for two months from the people who used SNS operated by domestic airlines. 342 samples were selected and used as final samples for the study. Result - The results of the relationship between customers' values and customer satisfaction amongst those who use airlines' SNS show that practical, pleasure and social components all have a positive effect on customer satisfaction. The relationship between customers' values and customer trust amongst those who use airlines' SNS show that practical and pleasure components have a positive effect on customer trust while social component didn't yield a positive impact on customer trust. Conclusion - Identifying and understanding SNS users' value structure and providing specific guidelines for customer value components can help demonstrate the causal relationship between customer value components, customer satisfaction, and trust. Also, evidence of applicable customer value theory could be provided.

• The Journal of Industrial Distribution & Business
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• v.10 no.4
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• pp.67-76
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• 2019

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk → reputation → customer satisfaction, but also the quality of service quality → reputation → customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.62-74
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• 2007

This study is a practical analysis about customers who use menu in Japanese restaurants. The aim of this thesis is to research what the choice factors of the menu are and how they affect customers' satisfaction and reordering. This research also provides basic information and suggestions on the strategies of customers' satisfaction and differentiation. Research was conducted concerning customers who use travelers' hotels in Gwang-ju and Jeon-nam and they were asked to answer the questionnaire from August 20th to 30th. The 250 questionary forms were distributed and 238 pieces were returned. The result of analysis was that 17 variables were out of total 31 variables and they were also divided into 5 factors: food itself, extrinsic factor of food, events, atmosphere and locality of food. It was found that customers were greatly affected by the atmosphere of a restaurant, the mood of the day, social position, and the appropriateness of serving guests choosing a restaurant. And the main factors of reordering were the names of dishes, the explanations for the dishes, and their visual aspects, all of which were extrinsic factors.