• Journal of Distribution Research
• /
• v.15 no.3
• /
• pp.1-34
• /
• 2010

Introduction The purpose of this research is to develop overall model which involves the effect of ongoing support services by franchisor on franchisee's relationship quality(trust, satisfaction, and commitment) and business performance(financial and non-financial performance), and to investigate the relationships among trust, satisfaction, commitment, financial and non-financial performance. This study also suggests franchise business or franchise system should be based on long-term orientation between franchisor and franchisee rather than short-term orientation, or transactional relationship, and proposes the most effective way of providing on-going support services by franchisor with franchisee thru symbiotic relationship among franchisor and franchisee Research Model and Hypothesis The research model as Figure 1 shows the variables on-going support services which affect the relationship quality between franchisor and franchisee such as trust, satisfaction, and commitment, and also analyze the effects of relationship quality on business performance including financial and non-financial performance We established 12 hypotheses to test as follows; Relationship between on-going support services and trust H1: On-going support services factors (product category & price, logistics service, promotion, information providing & problem solving capability, supervisor's support, and education & training support) have positive effect on franchisee's trust. Relationship between on-going support services and satisfaction H2: On-going support services factors (product category & price, logistics service, promotion, information providing & problem solving capability, supervisor's support, and education & training support) have positive effect on franchisee's satisfaction. Relationship between on-going support services and commitment H3: On-going support services factors (product category & price, logistics service, promotion, information providing & problem solving capability, supervisor's support, and education & training support) have positive effect on franchisee's commitment. Relationship among relationship quality: trust, satisfaction, and commitment H4: Franchisee's trust has positive effect on franchisee's satisfaction. H5: Franchisee's trust has positive effect on franchisee's commitment. H6: Franchisee's satisfaction has positive effect on franchisee's commitment. Relationship between relationship quality and business performance H7: Franchisee's trust has positive effect on franchisee's financial performance. H8: Franchisee's trust has positive effect on franchisee's non-financial performance. H9: Franchisee's satisfaction has positive effect on franchisee's financial performance. H10: Franchisee's satisfaction has positive effect on franchisee's non-financial performance. H11: Franchisee's commitment has positive effect on franchisee's financial performance. H12: Franchisee's commitment has positive effect on franchisee's non-financial performance. Method The on-going support services were defined as an organized system of continuous supporting services by franchisor for the purpose of satisfying the expectation of franchisee based on long-term orientation and classified into six constructs such as product category & price, logistics service, promotion, providing information & problem solving capability, supervisor's support, and education & training support. The six constructs were measured agreement using a 7-point Likert-type scale (1 = strongly disagree to 7 = strongly agree)as follows. The product category & price was measured by four items: menu variety, price of food material provided by franchisor, and support for developing new menu. The logistics service was measured by six items: distribution system of franchisor, return policy for provided food materials, timeliness, inventory control level of franchisor, accuracy of order, and flexibility of emergency order. The promotion was measured by five items: differentiated promotion activities, brand image of franchisor, promotion effect such as customer increase, long-term plan of promotion, and micro-marketing concept in promotion. The providing information & problem solving capability was measured by information providing of new products, information of competitors, information of cost reduction, and efforts for solving problems in franchisee's operations. The supervisor's support was measured by supervisor operations, frequency of visiting franchisee, support by data analysis, processing the suggestions by franchisee, diagnosis and solutions for the franchisee's operations, and support for increasing sales in franchisee. Finally, the of education & training support was measured by recipe training by specialist, service training for store people, systemized training program, and tax & human resources support services. Analysis and results The data were analyzed using Amos. Figure 2 and Table 1 present the result of the structural equation model. Implications The results of this research are as follows: Firstly, the factors of product category, information providing and problem solving capacity influence only franchisee's satisfaction and commitment. Secondly, logistic services and supervising factors influence only trust and satisfaction. Thirdly, continuing education and training factors influence only franchisee's trust and commitment. Fourthly, sales promotion factor influences all the relationship quality representing trust, satisfaction, and commitment. Fifthly, regarding relationship among relationship quality, trust positively influences satisfaction, however, does not directly influence commitment, but satisfaction positively affects commitment. Therefore, satisfaction plays a mediating role between trust and commitment. Sixthly, trust positively influence only financial performance, and satisfaction and commitment influence positively both financial and non-financial performance.

• Journal of Korea Port Economic Association
• /
• v.31 no.3
• /
• pp.15-39
• /
• 2015

This paper investigates the determinants of port service quality from a resources-based approach. The research model is derived from the relevant literature in port management, service quality, and resource-based theory. It is hypothesized that tangible and intangible resources contribute to port service quality, which in turn leads to the enhancement of reputation and loyalty to ports. To test this, a questionnaire survey is undertaken on three major ports in Korea: Busan, Incheon, and Gwangyang; the collected data are then analyzed using partial least squares. It is suggested that both tangible resources and intangible resources have a positive influence on general service quality and that general service quality has a positive influence on customer satisfaction, thus improving port reputation and loyalty. The contribution to the literature is that resource-based theory is applied to a port service quality model and the model is verified. In addition, an augmented model is adopted to examine the effect of individual resources on service quality. It is also possible for port managers to use the constructs to monitor their resources and develop more specific strategies to gain reputation and loyalty from customers.

• Journal of Service Research and Studies
• /
• v.6 no.2
• /
• pp.83-97
• /
• 2016

Smart car is a vehicle which maximizes convenience, safety, and user experience. The traditional vehicle style will be replaced by a smart car. The objective of this paper is to find essential quality attributes that consumers want. We provide a method to select a best smart car reflecting their preference based on the quality attributes. We derive Kano's quality attributes by an exploratory survey and show an example to implement their decision using the Analytic Hierarchy Process method. As a result, the quality attributes were classified into two groups of attractive quality and indifference quality. The respondents evaluated that the safety of smart cars was more important than the convenience and user experience. However, the smart car was required more functions related to the convenience criteria. These results will provide important implications for smart car design.

• Information Systems Review
• /
• v.5 no.2
• /
• pp.109-129
• /
• 2003

This study is intended to examine how strategic nature of the alliaTnce, characteristics of input resource, communication activities will affect the strategic partnership(trust/commitment) and performance in the strategic alliance between internet shopping mall and the third party logistics. The variables affecting the partnership(trust/commitment) between internet shopping mall and the third party logistics produced the result to prove what I intend to suggest in this study, in verifying four hypotheses such as strategic importance, complementation of resource, quality of communication, share of information. It was found that the partnership have a significant positive influences on the performance of strategic alliance. As most of the domestic Internet shopping malls employ the third party logistics strategically, the implications from this study are as following: First, this study attempts to find out factors influencing partnership(trust/commitment) and the performance of strategic alliances. Second, the results that strategic partnership can build up based on the long term thrust and commitment implies operation and management are important during operation of strategic alliance. Third, this study provides the model of determinants of partnership and performance in the strategic alliance for logistics services which is one of the factors consumers in the Internet shopping mall are most sensitively response to, and quantifies the model through the empirical analysis.

• Journal of Navigation and Port Research
• /
• v.32 no.8
• /
• pp.675-683
• /
• 2008

This paper develops a framework of combining Balanced Scorecard (BSC) and Quality Function Deployment (QFD) using Analytic Hierarchy Process (AHP) and Analytic Network Process (ANP) and evaluates the performance factors of container terminals using the framework. This study designs a BSC of container terminals and then transforms this into QFD in order to determine the priority of performance factors. This paper provides a modified QFD model and shows a causal relationship among perspectives of BSC to find out critical performance factors of container terminals. This modified QFD model is different from traditional models in that a correlation and relation matrix is presented. This combination of BSC and QFD with AHP and ANP helps to create more realistic and accurate representation of QFD models.

• Journal of Physiology & Pathology in Korean Medicine
• /
• v.35 no.5
• /
• pp.185-192
• /
• 2021

The purpose of this study is to identify the effects of lifestyle, study stress and training stress on health status, and provide fundamental data for health management of university students majoring in physical education. In this study, 149 students participated and they were surveyed demographic characteristics, lifestyle, Maslach burnout inventory (student stress inventory), training stress inventory, and Mibyeong index. Height and weight were measured for calculating BMI. For statistical analysis, Student t-test, ANOVA test, chi-square test, correlation analysis, and multinominal logistic regression test has been used. There were differences between Mibyeong groups according to digestion status, smoking for female students and quality of sleeping for both male and female students. Study stress and training stress also affected to health status. Cynicism among study stress categories and all categories among training stress showed differences between sex. Correlation analysis and logistics regression analysis was used to estimate related factors of health status after adjusting for sex and age. Based on logistics regression analysis, quality of sleeping affected to Mibyeong 1 group and quality of sleeping, smoking and digestion status affected to Mibyeong 2 group. Among training stress category, dissatisfaction with game result and skills and lack of leisure time were affected to both Mibyeong 1 and 2 group. This study suggests that lifestyle, study stress and training stress might be significantly associated with university students majoring in physical education. Through managing those influence factors, health status of students could be improved.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.17 no.10
• /
• pp.289-299
• /
• 2016

Weapon systems require reliability in the development phase for efficient combat readiness. Improved reliability in various manufacturing processes have been achieved using data analysis. However, data analysis in the development phase is difficult due to problems such as the lack of data, high cost, and the importance of security. Therefore, Post Logistics Support (PLS) data collected following integration is analyzed for long-term quality improvement of weapon systems. In this study, we propose a methodology for examining the correlation between the failure rate and PLS data as follows: First, key variables affecting reliability were identified the correlation between variables on the failure rate examined. Second, corresponding analysis was conducted for determining the correlation between patterns of categorical data. Third, extract categories with the higher contribution and quality of representation, and find the highest variable correlated with failure period through visualization. Then, after selecting patterns which have shorter failure period, the cause of decreased reliability was confirmed through frequency analysis. This study will contribute to improving reliability when developing new weapon systems and will help to strengthen the combat readiness of military.

• Journal of the Korea Safety Management & Science
• /
• v.22 no.2
• /
• pp.1-6
• /
• 2020

Apples are one of the most produced fruits in Korea, with 2,423,000 tons of fruits produced in Korea in 2018, of which 365,000 tons (MAF, 2018) account for about 15% of the total production. For quality safety after harvesting apples, the application of MA(modified atmosphere) packaging technology (Mostofi et. al., 2008) is being actively studied. In addition, the effects of functional packaging materials that have added functions such as fireproof, antibacterial, high-blocking, degradability, and far-infrared radiation have been studied (Chung et al., 2009). In addition, there are reports of the effects of quality changes (Park et al., 2007) and MA storage methods on the quality of apples by packing apples with functional MA films((Park et al., 2004). But there are only few reports on quality safety by analyzing the correlation between the change of reducing sugar and total sugar and preference during storage by packing Geochang, Yeongju, and Yesan apples in functional MA film. Therefore, this study aims to propose a method to secure the quality safety of apples by investigating the effect of sugar change on the preference of apples during storage by packing apples in three regions in functional MA films.

• Journal of Digital Convergence
• /
• v.9 no.1
• /
• pp.115-124
• /
• 2011

The property of the mobile phone is taking important role to choose it. In the present situation, exploring, comparing and analyzing the important properties of regular mobile phone(feature phone) and smart phone are very meaningful study. Therefore, the survey was carried out to get the properties of feature phone and smart phone and analyze the difference of those phones. And proposed the important variables for customer satisfaction which must be given priority. The result showed that 'design' and 'Quality' are important to both mobile phone user groups. The problems with mobile phones currently in use were 'poor performance' to feature phone users and 'expensive charge' and 'poor A/S' to smart phone users. Two groups also showed significant difference with the customer satisfactions, and smart phone user group showed higher satisfaction. For smart phone user group, four factors are induced from the properties but 'Hardware Quality' (representing 'call Quality', 'A/S', 'Convenience to use', 'Battery life') and 'Design & Function'(representing 'Internet', 'Convergence Functions', 'Design, 'Color') have significant and positive effects on Customer Satisfaction.

• KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
• /
• v.27 no.2
• /
• pp.71-84
• /
• 2021

The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.