• Journal of Distribution Science
• /
• v.10 no.4
• /
• pp.37-45
• /
• 2012

The popularity of courier services in Korea has made it an essential part of the country's domestic logistics industry, bolstering the growth not only of the national economy, but also the quality of people's daily lives. An effective strategy for courier companies in Korea would be to provide high-quality services to their existing target markets with the goal of maximizing customer loyalty. This study investigates structural relationships between customer loyalty and service quality as a set of factors and between customer trust and customer satisfaction. These antecedent relationships will be used to understand the "performance formation model" through service quality. In this study, service quality, as a set of factors, is considered to be the independent variable, while customer satisfaction and customer trust are both treated as intervening variables. Finally, customer loyalty is the dependent variable. Following a review of the literature, this paper's proffered hypothesis will be investigated in terms of whether the independent and intervening variables significantly affect customer loyalty. A statistical analysis of the empirical research was carried out using both SPSS 18.0 and AMOS 18.0 The results of this study's empirical analysis show three conclusions. First, among the intervening variables (customer satisfaction and customer trust), customer satisfaction is significantly correlated with customer loyalty. Customer trust, however, was shown to have little or no relationship to customer loyalty. Second, the quality of service variable seems to influence customer satisfaction, customer trust, and customer loyalty. Third, with respect to the relationship of intervening variables, customer trust affects customer satisfaction. Thus, the companies that have a competitive advantage in Korea have successfully maximized customer loyalty for their existing customers. Courier companies will need to research and study customer needs. Therefore, this research suggests that effective courier service management can be better understood through the application of the service quality performance formation model, which can enhance the quality of service provided by domestic courier services. This research is limited to investigating qualitative variables, such as the service quality factors, customer satisfaction, and customer trust. It would be helpful for future research on courier services to consider quantitative variables, such as price and weight.

• Journal of Digital Convergence
• /
• v.11 no.9
• /
• pp.127-138
• /
• 2013

This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

• Journal of Digital Convergence
• /
• v.14 no.7
• /
• pp.103-115
• /
• 2016

This study examines the relationship among family restaurants' service guarantee, service quality, service value, customer satisfaction and customer loyalty, involvement to verify the marketing effectiveness of service guarantee in family restaurants. For the empirical analysis, a survey was conducted with 250 adults in Seoul and Gyeonggi. For the collected data, frequency analysis, reliability analysis, factor analysis were carried out, using SPSS 21.0, in order to verify reliability and validity. And multi regression analysis, hierarchical analysis were used for hypothesis test. According to this study result, first, service guarantees were shown to have a positive effect on service quality, service value and customer loyalty. Second, service quality had a positive effect on customer satisfaction. Third, service value had a positive effect on customer satisfaction. Fourth, customer satisfaction had a positive effect on customer loyalty. Fifth, in the relationship between service guarantees and customer loyalty, involvement played a moderating role. Therefore this study has verified the marketing effectiveness of service guarantee in family restaurants, so it can be said that the study has drawn strategic operation methods in family restaurants.

• Journal of Distribution Research
• /
• v.16 no.1
• /
• pp.179-222
• /
• 2011

This research investigates the influence of relational characteristics on 'co-defection', customer defection following salesperson turnover, in the context of salesperson-customer relationship. Based on the social exchange theory, it was hypothesized that perceived relational benefits and switching costs affect directly the customer's intentions to defect. Key constructs in relationship marketing such as customer satisfaction, trust, and loyalty were hypothesized to affect the customer's intention to defect as well as perceived relational benefits and switching costs. The results of structural equation modeling using a survey sample of 503 insurance customers who purchased life insurance policies through salespersons unveiled that the customer satisfaction with salesperson and the customer trust in salesperson strongly influence the salesperson-owned customer loyalty. However, they did not have significant direct effects on co-defection intentions. All paths from salesperson-owned customer loyalty to perceived relational benefits and perceived switching costs were also significant. Salesperson-owned customer loyalty did not have significant direct effects on co-defection intentions, but it had significant indirect effects on co-defection intentions through relational benefits and switching costs. Three sub-dimensions of perceived relational benefits had significant positive effects on co-defection intentions while the perceived switching costs had significant negative effects on co-defection intentions. The significance of our research findings were verified by comparing the hypothesized model and the rival model in the past studies.

• Journal of Distribution Science
• /
• v.11 no.5
• /
• pp.5-15
• /
• 2013

Purpose - The purpose of this study is to investigate the impact of the service quality of a university-based convenience store on consumer satisfaction, service value, and customer loyalty. Research design, data, and methodology - The questionnaire was developed by using the modified and supplementary questions based on the KD-SQS model. We used the SPSS/PC 18.0 and AMOS 18.0 statistical packages to analyze the results. For validating the research hypothesis and the structural relationship of the research model, path analysis was used. Results - The overall results of this study are as follows. We found that benefits, promotion, and convenience had a significant impact on two variables: customer satisfaction and service value. Conclusions - The basic benefits, promotions, and convenient facilities in the university-based convenience store have already received favorable reviews. Therefore, for improving customer satisfaction, it is important to improve the reliability of service, quality of human interaction, and customer service.

• Journal of Korean Society for Quality Management
• /
• v.41 no.1
• /
• pp.53-68
• /
• 2013

Purpose: The paper presents research that examine relationship difference education quality, satisfaction, loyalty in university education sector. Specifically, the effects of difference education quality on student satisfaction and loyalty in the context of education quality are examined. Methods: A model of difference education quality effect on student satisfaction and loyalty is introduced and tested in the university using student perceptions of provider. Questionnaire was developed, and data was collected and analyzed for this study with SEM(Structural Equation Modeling). Results: The results are as follows: Education capability, BNIE(Business Newspaper In Education) are significantly influenced on student satisfaction. In addition, student satisfaction is significantly influence on external customer satisfaction, professor image. Professor image is significantly influence on student loyalty. Conclusion: Upon learning of student need and want, professor can focus on development of difference education quality based on student need and want.

• The Korean Journal of Franchise Management
• /
• v.10 no.2
• /
• pp.49-58
• /
• 2019

Purpose - As the growth potential of the cultural contents industry steadily grows, the cinemas industry is growing fast especially due to popularity and commerciality. The recent in the cinemas industry is evolving on multiplex cinemas that combine cultural facilities such as theaters, restaurants, and shopping centers. Due to the rapid growth of multiplex cinemas, many researchers have studied the characteristics of visiting customers in Korea. Among them, selection attribute of multiplex cinemas, including the service quality and physical environment, is important because it may examines the cause of customer 's behavior. Thus, this research focuses on the effects of the selection attributes of the multiplex cinemas on customer satisfaction and their loyalty. This research suggests the guidelines for how cinemas should manage their customers and build their customers satisfaction and loyalty that improve business performance. Research design, data, and methodology - This study tests the structural relationship between selection attributes of multiplex cinemas, customer satisfaction, and loyalty. selection attributes of multiplex cinemas divide into five sub-dimensions such as movies facility quality, services, cleanliness, accessibility, and snack bars quality. In order to examine the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 100 students in their 10-20s and were analyzed using SPSS 22.0, SmartPLS 3.0 and fsQCA program. Result - The findings of this research are as follows. First, all selection attributes except cleanliness have significant positive impacts on customer satisfaction and loyalty. Second, customer satisfaction has significant positive impact on loyalty. Third, as a result of fsQCA, high satisfaction and high accessibility were the necessary conditions on loyalty. Fourth, the necessary conditions for male and female groups were different. Conclusions - The implications of this study are as follows. Overall, multiplex cinemas should manage selection attributes basically regardless of the type of theater. Especially, cleanliness was not significant, but the customer probably consider it an essential and basic factors. Also, they are able to manage the selection attributes differently depending on the type of gender. For the male customers, it is effective that centralized strategy and for female customers, it is effective that emphasized the multiplex cinemas image.

• The Journal of the Korea Contents Association
• /
• v.8 no.11
• /
• pp.225-234
• /
• 2008

The purpose of this study was to examine how Customer Value perceived by customers affected Customer Loyalty through Customer Satisfaction in Primary Care and to reveal the structural relationship of selected variables related to CRM. The major findings of the study were as follows: First, Convenience Value, Response Value and Reliability Value exerted an influence on Customer Satisfaction. Second, Customer Satisfaction affected Customer Loyalty that referred to Repurchase and Word-of-Mouth Intention. Third, Convenience Value, Response Value and Reliability Value had an effect on Repurchase through the perfect mediating role of Customer Satisfaction, and Convenience Value and Response Value exercised an influence on Word-of-Mouth Intention through the perfect mediating role of Customer Satisfaction. Reliability Value served to stir up Word-of- Mouth Intention even if there was no Customer Satisfaction.

• Management & Information Systems Review
• /
• v.30 no.3
• /
• pp.27-56
• /
• 2011

At this point in time when the percentage of foreign consumers as well as domestic consumers are being increased in domestic open market users due to the recent interest and promotion on the open market, the purposes of this study are as follows. First, the relationship between open market brand personality, satisfaction and brand loyalty will be clarified targeting all Korean consumers and Chinese consumers using domestic open market. Second, whether there is difference in the effect of domestic open market brand personality on customer satisfaction and brand loyalty between Korean consumers and Chinese consumers will be compared. The results are as follows. First, as a result of testing the study hypothesis targeting the open market users, in other words targeting all Korean consumers and Chinese consumers, only the ability among brand personality dimensions did not have positive effect on the satisfaction toward open market. Other than that, it could be confirmed that the reliability, sincerity and familiarity, etc are important influence factors in forming satisfaction toward open market. Next, as a result of testing whether there is difference in the effect of domestic open market brand personality on customer satisfaction and brand loyalty between Korean consumers and Chinese consumers, it was shown as having difference. In other words, the Korean consumers were shown as not having positive significant effect in the relationship between the ability among brand personality and satisfaction toward open market while all other brand personality dimensions were shown as having positive effect on the satisfaction toward open market. It could be found that if the satisfaction toward open market is high, the brand loyalty toward open market also gets high.

• Korea Trade Review
• /
• v.42 no.2
• /
• pp.77-96
• /
• 2017

This paper attempts to analyze the influences of Korean global retailer's service marketing mix on local customers' satisfaction and their loyalty behaviors. Based on a literature review, three hypotheses are putting forward. The data from 139 customers in Weihai, China were used to test these hypotheses. This paper used Structural Equation Modeling to identify the relationship among the service marketing mix, the customer satisfaction and the customer loyalty behaviors. According to the empirical analysis, this study showed satisfactory data-fit of the proposed model and supported two of the three hypotheses. The empirical results indicated that the service marketing mix factors except the promotion factor take significant effect on the local customer satisfaction, and this in turn have influence on the customer loyalty behaviors. The result shows that Korean global retailers will need to leverage service marketing mix strategically when entering China. Practical implications of these findings needs to be considered for the global retailer to establish an effective marketing strategy.