• The Research Journal of the Costume Culture
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• v.22 no.1
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• pp.143-157
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• 2014

The aims of this study were to identify the dimensions of both store and PB apparel product attributes at large discount stores, and to empirically examine the effects of each dimension of store and PB apparel product attributes on satisfaction with PB apparel products and on repurchase intension. Questionnaires were given to 264 large discount store customers, who have experienced buying PB apparel products at large discount stores. The results were as follows. First, purchased PB items and image, improvement of PB apparel products showed differences by gender. Second, the dimensions for store attributes were categorized as convenient of shopping environment, product quality, customer service, advertising reach, convenient location, and reasonable prices. The PB apparel product attributes were categorized as material handling management, quality, fashion ability, and brand power. Third, generally, both store and PB apparel product attributes at large discount stores are significantly related to PB apparel satisfaction and repurchase intention. PB satisfaction and repurchase intention of males were partly affected by store attributes and PB apparel product attributes. PB satisfaction and repurchasing intention of females, however, were partly affected by only PB apparel product attributes, not store attributes.

• The Journal of Industrial Distribution & Business
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• v.11 no.2
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• pp.17-23
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• 2020

Purpose: The purpose of this study is to understand the effect of the unique product recommendation system on customer satisfaction. Research design, data and methodology: The survey method used the self-recording way in which the respondents selected for the study and distributed 300 questionnaires, and with due personal care, researchers collected all the distributed questionnaires. Results: The result implies that the characteristics of the product recommendation system should be more secure and developed. Conclusions: The aspects of the product recommendation system were selected as factors of price fairness, accuracy, and quality through previous studies, and the empirical analysis of the effect of the characteristics of the product recommendation system on customer satisfaction was summarized as follows. Among the attributes of the product recommendation system, the attributes of price fairness, accuracy, and quality affect customer satisfaction. Among them, the beta value of quality was the highest, and the effect of quality was the largest among the three factors. Based on the results of the study, the implications for the characteristics of the product recommendation system are summarized as follows. The aspects of the product recommendation system have a positive effect on customer satisfaction, so it is necessary to fill the needs of consumers based on the survey focused on quality

• Culinary science and hospitality research
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• v.23 no.5
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• pp.140-150
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• 2017

The purpose of the study was to provide useful implications for management of dessert cafe by discovering selection attributes for product satisfaction and long-term orientation. Using SPSS 22.0 and AMOS 220 Version, the collected data from customers of dessert cafe in Seoul and metropolitan areas were analyzed for frequency analysis, exploratory factor analysis, confirmatory factor analysis, reliability analysis, and covariance structure analysis. As results of hypothesis verification, firstly, service standard and product diversity had a significant effect on product satisfaction of dessert cafe. Secondly, tastes and nutrients influenced positively long-term orientation of dessert cafe. Meanwhile, service standard, mood, and product diversity did not have a significant effect on long-term orientation. Thirdly, product satisfaction affected positively long-term orientation. The results of the study provided useful implications for management of dessert cafe.

• Science of Emotion and Sensibility
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• v.17 no.3
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• pp.65-74
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• 2014

Due to recent interest in user experience and its significance, much research surrounding this theme is now being conducted. In this research, I investigated user experience during usage of a product and the satisfaction acquired by it, as well as the relationship between satisfaction of having used a product and whether the user would be more likely to purchase another product from the same company. The same experiment was conducted in South Korea and the United States of America in order to get more generalized experimental results. I found that amongst the six representative user emotions expressed while using a product, two of them correlated the most. First, 'Satisfaction in Usability' (the emotions aroused by satisfaction with usage or the practicality of the product); and second, 'Discomfort or Displeasure' (uncomfortable or unpleasant emotions expressed while using a product. The above two factors were found to be of the most influence concerning satisfaction of the product. Also 'Satisfaction in Usability' was found to be of the most influence in their preferability towards purchasing an item from the same company in the future. The significance of this finding is that aside from focussing on the attractiveness of the product's exteriors and design, one should be concerned on the ease of usage and effectiveness as well as usability of the product, all of which contribute to how efficiently a consumer will utilize the product. Furthermore, in agreement with previous research concerning the correlation between satisfaction of a product and positive perspective on consecutive purchases, the result of this study shows that the more satisfaction consumers feel after using a product, the more likely they are to purchase additional merchandises from the same company which manufactured the original product.

• Proceedings of the Korean Society for Quality Management Conference
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• 2010.04a
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• pp.291-309
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was developed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• Journal of Korean Society for Quality Management
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• v.38 no.2
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• pp.248-260
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (;must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.12
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• pp.481-490
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• 2020

Batik industry is a business activity oriented towards customer loyalty and is demanded to show an increasing diversity of products with various motives designed to prevent customers from moving to other companies. Therefore, the purpose of this study is to develop a theoretical approach in solving problems in the relationship between service quality and product diversity on satisfaction and word of mouth (WoM) and its impact on customer loyalty. Furthermore, this study also examined the mediating effects of satisfaction and WoM in the relationship between service quality and product diversity on customer loyalty. This research's object took the customers of Batik Semarangan Craftwork, Indonesia, with the phenomenon of always developing creative and innovative Batik motif designs that can be accepted by the market without leaving Semarang's uniqueness. The total sample was 98 customers. The results of the study showed that service quality and product diversity positively affected satisfaction and WoM and had a positive effect on customer loyalty. Besides, satisfaction and WoM had a mediating effect on the effect of service quality and product diversity on loyalty. Thus, it is essential for management to create and increase customer loyalty by paying attention to service quality, product diversity, satisfaction, and WoM.

• Journal of Distribution Science
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• v.18 no.8
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• pp.113-125
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• 2020

Purpose: The purpose of this paper is to investigate the effect of interaction between product category (fresh vs. indulgent product) and shopping options (shipping charge and delivery time) on customer satisfaction and purchase intent in an e-commerce context. When ordering groceries online, consumers begin to allocate a larger share of their grocery budget toward product categories that generally contain healthier items at the expense of product categories that generally contain more indulgent products. Moreover, customers are extremely sensitive to shipping options such as shipping charges and delivery time. Therefore, this research investigates the issue at a more segmented level to focus on the impact that one dimension of logistics service quality - product category, shipping charge, and delivery time have on customer satisfaction and purchase intent. Research design, data, and methodology: To test the theoretically derived priori hypotheses concerning product category, shipping charges, delivery time, satisfaction, and purchase intent, this research presented a scenario-based experiment. Eight treatment groups were assigned by the method of product category (fresh produce vs. indulgent product), shipping charge (free vs. paid), and delivery time (one-day vs. two to three days). A total of 240 subjects were divided into groups and exposed to one of the eight scenarios. Participant's purchase intention was the dependent variable, and ANOVA and L-matrix were used to analyze for main and interactive effects between factors. Conclusions: Results indicated that in tests 1 and 2, free shipping and fast delivery time increased consumer satisfaction as well as purchase intent, and fast delivery moderated the impact of free shipping on consumer satisfaction and purchase intent. Test 3 showed that the effect of free shipping on consumer satisfaction and purchase intent moderated by fast delivery for indulgent products. In contrast, fast delivery for fresh products moderated the effect of paid shipping on consumer satisfaction and purchase intent. Consistent with this proposed mechanism, the relative importance of fresh produce versus indulgent products highlights the effect of shipping options on consumer satisfaction and purchase intent when ordering the target product in an e-commerce context. We conclude with a discussion of the theoretical and practical implications of our findings.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.9
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• pp.1441-1451
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• 2009

This study analyzed the strategic importance of fashionable products in order to increase the tourism allure of Seoul. Data were collected from the 758 foreign tourists visiting Seoul from Japan, China, and the USA. The survey was statistically analyzed by chi-square, regression, and ANOVA method. The fashionable products were found to be the most frequently shopped product category and the clothing product was identified to be the most preferred. The retail store area with the greatest market share was identified as Myundong. Product satisfaction with fashionable products is identified to have a positive relationship with tourism satisfaction and royalty to Seoul. A strategic focus on fashionable products is recommended for an increased tourism competency.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.127-136
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• 2007

The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.