• Journal of the Korean Institute of Landscape Architecture
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• v.34 no.2 s.115
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• pp.44-56
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• 2006

The purpose of this study was to analyze user satisfaction for park facilities in Bukhansan National Park and to introduce a new framework of standards for facilities improvement. An initial theoretical model considered possible variables through a case study of user satisfaction for park facilities and eventually 19 variables were chosen. An analysis was conducted of the user's satisfaction based on their expectations before use and the results after use. This expectancy-result disconfirmation was measured for the 19 variables. Statistical methods were applied to determine the reliability of the analysis, the t-test was used to measure disconfirmation between expectations and results, and relationships between the variables were analyzed. The results of the reliability analysis (Cronbach's alpha) were higher than 0.8. Therefore, almost all variables were appropriate for analysis. Statistically significant differences were found between expectations and results for following variables: availability of information facilities and accessibility, convenience of facilities, number of information facilities, appropriateness of information facilities, information offered, safety and convenience. Based on the analysis of the interrelation between variables, it was found that the visitors were more satisfied after their visit than they expected to be. The results of the study suggest which variables make the greatest contributions to facilities maintenance or improvement and which can be adapted to maximize user satisfaction.

• International Journal of Costume and Fashion
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• v.16 no.2
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• pp.25-50
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• 2016

The purpose of the study was to identify dimensions of benefit sought where consumer cross-border online shoppers seek and to examine the effects of the dimensions on expectancy, perceived performance, disconformity and satisfaction with cross-border online shopping. A total of 258 data were gathered and analyzed using SPSS 22.0. The results of the study identified that six dimensions of benefit sought of cross-border online shopping, which were economic-efficiency, convenience, uniqueness, scarcity, superiority and conformity seeking. There were significant effects of economic-efficiency, scarcity and uniqueness seeking on the expectancy, perceived performance, and satisfaction. In addition, consumers were segmented as four clusters classified using benefit sought of cross-border online shopping. The four clusters were labeled as "high interest type", "disinterested type", "unique scarcity type", and "price-first unfussy type". The significant differences were found among the clusters in the research constructs of expectancy and disconfirmation theory. The findings of the study suggested practical and managerial implications.

• Asia pacific journal of information systems
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• v.29 no.2
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• pp.203-216
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• 2019

There is an accuracy-diversity dilemma with personalized recommendation services. Some researchers believe that accurate recommendations might reinforce customer satisfaction. However, others claim that highly accurate recommendations and customer satisfaction are not always correlated. Thus, this study attempts to establish the causal factors that determine customer satisfaction with personalized recommendation services to reconcile these incompatible views. This paper employs statistical analyses of simulation to investigate an accuracy-diversity dilemma with personalized recommendation services. To this end, we develop a personalized recommendation system and measured accuracy, diversity, and customer satisfaction using a simulation method. The results show that accurate recommendations positively affected customer satisfaction, whereas diverse recommendations negatively affected customer satisfaction. Also, customer satisfaction was associated with the recommendation product size when neighborhood size was optimal in accuracy. Thus, these results offer insights into personalizing recommendation service providers. The providers must identify customers' preferences correctly and suggest more accurate recommendations. Furthermore, accuracy is not always improved as the number of product recommendation increases. Accordingly, providers must propose adequate number of product recommendation.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2008.10a
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• pp.415-419
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• 2008

In this study, an empirical research based on survey has been performed to study the influence of user expectation to user satisfaction of commercial and open source DBMSs. According to the survey results, word-of-mouth and past experiences influence significantly to user expectation, and price influences to user expectation only for commercial DBMS users. The results show that the expectancy disconfirmation influences significantly to user satisfaction. Expectation and satisfaction levels of commercial DBMS users are higher significantly than those of open source DBMS users. However, expectancy disconfirmation of open source DBMS users is higher than that of commercial DBMS users.

• Management & Information Systems Review
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• v.34 no.1
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• pp.163-178
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• 2015

This study purported to test the independent impacts of positive and negative attributes of disconfirmation on satisfaction and loyalty of university students. The study utilized the nation-wide survey data previously collected from 1,400 students distributed across 32 universities in Korea. Using SPSS 22.0, the study adopted a 'Simple Regression Analysis' in order to calculate the causal coefficients among positive and negative attributes of confirmation, satisfaction, and loyalty. The study results showed that while positive disconfirmation had a positive impact(${\beta}=.188$) on satisfaction, but not on loyalty, negative disconfirmation had negative impacts on satisfaction(${\beta}=-.326$) and loyalty(${\beta}=-.105$). Based on the study results this study suggests that universities should implement differential strategies to increase students' satisfaction and loyalty. The results also showed that negative disconfirmation had 2~7 times greater impacts on satisfaction and loyalty than the impacts positive confirmation had. Supporting the 'asymmetric relations' of positive and negative disconfirmation, the study suggests that universities should pay special attention to students' complaints.

• Journal of Distribution Science
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• v.12 no.8
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• pp.43-54
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• 2014

Purpose - This study was based on a theoretical consideration of the structural relationship between the support and control of the franchisor and the satisfaction and strategic response (voice, loyalty, exit, neglect) of the franchisee. First, based on the preceding research, this study systematically organized the type of support and control of the franchisor. Second, the study examined the effects of a franchisor's support and control on the expectancy disconfirmation between affiliated franchisees' expectations before a franchise agreement and performance after operating an affiliated store. Third, the study looked into the effects of expectancy disconfirmation relating to a franchisor's support and control on an affiliated franchisees' general satisfaction. Fourth, this study examined the influence of the general satisfaction of a franchisee on affiliated franchisees' response strategies. Research design, data, and methodology - In this study, the population comprised the nation's franchisors, and the sample comprised franchisees conducting business in Seoul and Gyeonggi-do. A self-administered questionnaire was used; the author and examiner explained the study's parameters to the interviewees in advance, to lessen the rate of rejection of the answers and to maintain reliability. The author distributed 350 copies of the questionnaire and collected 327 copies (93.4%). The author removed 54 copies of the sample, as these copies belonged to franchisees that were not registered by the Fair Trade Commission and/or were thought to have either defects or inadequate answers. The author selected an effective sample of 273 copies to enter data and to do the statistical analysis. Results - Both a reliability analysis and a confirmatory factor analysis were performed to measure reliability and validity, and a structural equation model was used to conduct the hypothesis test and investigate the models. The hypothesis was tested (Table 5). The models had a suitable fit, for instance, χ² = 447.663(df = 212, p = .000), χ²/df = 2.112, GFI = .881, AGFI = .858, RMR = .083, RMSEA = .067, NFI = .932, and CFI = .961. The hypothesis test results were as follows. Hypothesis 1 was accepted (C.R. = -2.339, p = .019). Hypothesis 2 was accepted (C.R. = 15.213, p = .000). Hypothesis 3 was accepted (C.R. = -2.631, p = .006). Hypothesis 4 was accepted (C.R. = 16.271, p = .000). Hypothesis 5 was accepted (C.R. = 2.391, p = .017). Hypothesis 6 was accepted (C.R. = 5.777, p = .000). Hypothesis 7 was accepted (C.R. = 17.153, p = .000). Hypothesis 8 was accepted (C.R. = 24.746, p = .000). Hypothesis 9 was accepted (C.R. = -10.150, p = .000). Hypothesis 10 was accepted (C.R. = -12.124, p = .000). Conclusions - The research results showed that expectations for a franchisor's support and control had a significant influence on expectation disconfirmation in a negative way, whereas the performance of support and control were found to have a significant influence on expectation disconfirmation in a positive way. In addition, the expectation disconfirmation of support and control was found to have a significant influence on satisfaction of franchisees in a positive way. Generally, regarding the research on control, control is found to have a negative influence on the satisfaction of franchisees, but this study proves that control is found to affect it in a positive way through conformity.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8462-8471
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• 2015

It is widely known that consumer satisfaction, as well as consumer voice and loyalty, affect firms' performance. Prior studies on consumer satisfaction have focused on expectancy disconfirmation theory and its effects on satisfaction related to disconfirmation with consumer expectation and with perceived performance. This study classified consumer expectation into should-expectation and will-expectation, and investigated how disconfirmation with these expectations affects consumer satisfaction differently based on regulatory focus. Specifically, for promotion-focused consumers, disconfirmation of will-expectation has a more significant influence on consumer satisfaction than that of should-expectation. For prevention-focused consumers, disconfirmation of should-expectation has a more significant influence on consumer satisfaction. The results of this study provide academic insights that not only generic expectation (will-expectation) but also should-expectation play an important role in determining consumer satisfaction according to regulatory focus. In addition, it is expected that the findings can be used as a guide to manage consumer expectation in practice.

• Journal of Korean Society of Forest Science
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• v.95 no.4
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• pp.459-467
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• 2006

The purpose of this study was to identify the effects of expectancy-disconfirmation (ED) of attraction affecting visitor's satisfaction in natural recreation forest (NRF). After reviewing the literature about recreational resources (RRs), facilities, ED, and visitor's satisfaction in NRF, this study analogized 11 attractions of NRF and constructed the conceptual framework. This study had obtained data through a questionnaire, which surveyed 415 visitors at 3 NRFs in 204 summer season. This study found that 1) The expectancy-performance of visitor's interesting resources is the highest among RRs, 2) There was mean difference between expectancy and performance of attraction at one percent significant level, 3) Safety facility had the highest ED value and plant resources had the lowest ED value, 4) The higher ED value of attractions, the lower value of visitor's satisfaction, 5) in multivariate analysis, such variables as physical resource, social culture resource, lodging facility, foundation facility, safety facility, sanitary facility, and education facility have been turned out be statistically significant at one percent level, 6) The relative contribution of the ED of foundation facility, lodging facility, and education facility on visitor's satisfaction have ben determined to have respectively 2.50, 1.48, and 1.88 times more important than that of physical resources.

• Journal of the Korean Society of Clothing and Textiles
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• v.38 no.4
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• pp.455-466
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• 2014

This study examines the effectiveness of CSR through the expectancy disconfirmation theory. The change of CSR belief after a corporate social irresponsibility (CSIR) crisis was investigated in terms of activity timing (proactive activities before CSIR crisis/reactive activities after CSIR crisis). Study 1 explores the influence of CSR belief perceptions formed through usual CSR activities on CSR belief decline after a CSIR crisis and the moderating effect of CSR activity types. Higher CSR belief perceptions are formed through usual CSR activities that result in a large CSR belief decline. The moderating effect of CSR activity types on CSR belief decline is found. Volunteer activity has the strongest depending effect on CSIR crisis. Study 2 explores the influence of CSR belief perceptions formed through CSIR crisis on a CSR belief incline after CSR activities and the moderating effect of CSR activity types. The lower CSR belief perception after CSIR crisis results in a high CSR belief incline after CSR activities. The moderating effect of CSR activity types on CSR belief incline is found. Cause-related marketing has the strongest overcoming effect on a CSIR crisis.

• Asia pacific journal of information systems
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• v.25 no.3
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• pp.473-499
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• 2015

The limited literature on Open Source Software (OSS) customers' adoption does not provide explanations on how OSS services are adopted by customers in the presence of functionally superior commercially licensed software (CLS). This paper aims to uncover the process that shapes customer satisfaction of OSS services in comparison to CLS. Expectation Disconfirmation Theory (EDT) is adapted and integrated with pre implementation factor model that influences software customers' expectations including cost, reputation, and experience. The constructed research model is empirically validated using a field survey of OSS and CLS database management system (DBMS) customers in Korea. The theoretical contribution of the paper lies on the application of EDT to explain the wide adoption of OSS DBMS services in the presence of functionally superior CLS DBMSs. Furthermore, this paper integrates EDT with pre-implementation factors for customers' expectations, which has been considered a limitation of the theory. Among the practical contributions, this study draws attention to the substantive differences between OSS and CLS customers' expectations. Additionally, it offers initial explanations for the differences in customer behavior for OSS and CLS and the way that customers' expectations and actual performance are mingled together to form customer satisfaction.