• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.4
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• pp.73-93
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• 2004

This study was to identify the determinants of web interactivity and investigate the structural relationships between web interactivity, e-brand relationship quality, and customer loyalty. For these purposes, the authors developed several hypotheses and collected the data from 268 users of Internet site. The data was analyzed with LISREL 8.5. The findings and summary are as follows. First. control had a significantly positive effect on satisfaction. Second, two-way communications had not an effect on satisfaction and trust. Third, responsiveness had a significantly positive effect on satisfaction and customer loyalty. Fourth, satisfaction had a significantly positive effect on trust and customer loyalty. Finally, trust had a significantly positive effect on customer loyalty. At the end of this paper, the managerial and theoretical implications, limitations and further research directions were suggested.

• Journal of Information Management
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• v.40 no.1
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• pp.183-197
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• 2009

With development of the internet, internet shopping is taking its place as one of digitalization industries transcending time and space beyond the scope of commercial activities as the means of goods sales and purchase. We studied about the relations of customer value, environment of internet shopping mall, customer satisfaction and loyalty. Customer value is customers' subjective evaluation, which is formed after their purchasing and consuming. Customer satisfaction can be characterized as post-purchase evaluation of product quality given pre-purchase expectations. Customer loyalty is a potentiality or ensure of durative relationship between customer and enterprises. Customer satisfaction functions as an antecedent of customer loyalty, while customer value does customer satisfaction. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer loyalty. This study shows that customer value, environment of internet shopping mall and customer satisfaction are each found to have a direct effect on customer loyalty. The results provide empirical support for relation between customer satisfaction and loyalty. To increase customer satisfaction and customer loyalty in internet shopping mall is the primary purpose of this study. We believe that only high quality based customer programs accompanied by well designed loyalty programs can be effective in increasing customer retention.

• Journal of Distribution Science
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• v.22 no.5
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• pp.93-104
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• 2024

Purpose: This study used the SORmodel (or cue utilization theory) to examine the impact of expanded quality factorsincluding product quality on customer satisfaction, attitude, and behavioral loyalty. This study examined the moderating effect of gender on the customer satisfaction-attitudinal and behavioral loyalty relationship. Research design, data, and methodology: 364 respondents were collected through an online survey and analyzed using the SmartPLS 4.0 program. Results: The findings show that product quality, along with system quality and service quality, are key determinants of customer satisfaction. In addition, this study shows that the relationship between customer satisfaction and attitudinal loyalty (repurchase and word-of-mouth intention) does not differ depending on gender, but the relationship between customer satisfaction and behavioral loyalty (share-of-visit and share-of-wallet) is stronger for women than for men. Conclusions: This research integrates concepts from environmental psychology and marketing focusing on website quality (information, system, service, and product), as well as satisfaction, attitudinal and behavioral loyalty. Online shopping mall practitioners must systematically analyze and assess the quality of online shopping, a pivotal factor driving customer satisfaction, attitude, and behavioral loyalty. Acknowledging the influence of gender on consumers' online purchasing behavior can aid online retailers in devising tailored e-commerce marketing strategies aimed at attracting and retaining customers.

• Journal of Distribution Science
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• v.15 no.4
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.12
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• pp.253-260
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• 2021

In the context of economic integration and fierce competition, organizations are very concerned about customer orientation so as to build close relationships and ensure customer satisfaction and improve customer loyalty. In company strategy, customer relationship orientation is critical. Customer satisfaction and loyalty will improve if employees perform well in the customer-oriented process. The study's purpose is to examine the links between doctors' job happiness, customer orientation, customer satisfaction, and customer loyalty in international hospitals in Vietnam. In international hospitals, data was collected from 204 clinicians and 408 patients. By applying structural equation modeling. The study found that doctors' job satisfaction had a significant impact on customer orientation and satisfaction in international hospitals. Customer satisfaction may be improved with a good customer orientation. The doctors' job satisfaction and effective customer orientation improve customer satisfaction and loyalty towards international hospitals in Vietnam, thanks to the impact of spreading emotions. In particular, if doctors are satisfied with their jobs, it promotes customer satisfaction when using medical services at international hospitals. The study has proved the essential role of customer-oriented strategy and doctors' job satisfaction in customer satisfaction and loyalty towards international hospitals.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.1-20
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• 2005

The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

• Journal of the East Asian Society of Dietary Life
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• v.21 no.4
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• pp.609-624
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• 2011

The purpose of this study was to examine the physical environmental factors in coffee shops which determine customer brand loyalty, and to investigate the mediated effects of customer satisfaction and emotional responses on the causal relationship between the physical environmental factors and brand loyalty. A sample of 400 coffee shop customers was collected from Seoul and Gyeonggi in March, 2011 through a self-administered questionnaire. 351 of 400 subjects were used for validity and reliability analysis. 12 outliers were removed from the analysis, and 339 subjects were used to derive the results. Multiple linear regression and stepwise regression were conducted after the construct validity and reliability. The results can be summarized as follows: (1) Physical environmental factors in coffee shops consists of 5 dimensions such as facility aesthetics, cleanliness, ambiance, layout, and internet environment. (2) Facility aesthetics, ambiance, and internet environment had an influence on brand loyalty. (3) The effects of cleanliness and layout on brand loyalty, were not significant on multivariate analysis. However, the relationship between cleanliness and brand loyalty was mediated by emotional responses and also the relationship between layout and brand loyalty was mediated by customer satisfaction. (4) The mediating effects of customer satisfaction were higher than those of emotional responses.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.961-970
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• 2021

This study aims to examine the impact of service recovery in building customer loyalty through the mediating role of customer satisfaction and corporate image. This study also aims to examine the reciprocal relationship between customer satisfaction and corporate image in building customer loyalty. This study uses data from 126 consumers who have received recovery for a service failure in five logistics companies which operates in Southeast Sulawesi in Indonesia, namely; JNEs; J&T Express; Pandu Logistics; MEC; and TiKi. Data was collected using a questionnaire which was then distributed to all respondents via google form. The distribution of respondents at each logistics company provider was as follows: 19 respondents were customers of JNEs; 17 respondents were customers of J&T Express; 32 respondents were customers of Pandu Logistics; 21 respondents were customers of MEC; and 37 respondents were customers of TiKi's. The structural model developed in this study was tested using Partial Least Squared (PLS) method. The research found that service recovery has a direct effect on customer satisfaction and corporate image as positive and significant. Customer satisfaction and corporate image have a reciprocal relationship which then roles in building customer loyalty. Service recovery has an indirect effect on customer loyalty through the mediating role of customer satisfaction and corporate image.

• Journal of Information Technology Applications and Management
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• v.14 no.2
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• pp.129-149
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• 2007

The purpose of this study is to examine the effect of relationship orientation factors on customer satisfaction and loyalty in Internet shopping malls. Based on previous exploratory work and a review of the literature of relationship marketing, six key factors of relationship orientation construct are identified: trust, bonding, communication. shared value. empathy and reciprocity. And a conceptual model is developed and seven research hypotheses are empirica1ly examined using structural equation modelling. The results show that bonding, shared value and reciprocity has statistically significant effect on the trust of online customers and trust has a positive influence on customer satisfaction and loyalty in Internet shopping malls. Theoretical. managerial and research implications are discussed.

• Journal of the Korean Society of Clothing and Textiles
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• v.40 no.3
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• pp.480-494
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• 2016

This study focuses on influential relationships for consumer's cognition about sponsorship, consumer-brand relationship, brand equity, customer satisfaction and customer loyalty. To accomplish it, a questionnaire survey (answered by 600 males and females over the age of 20) was conducted by an Internet Research Company from October $5^{th}$ to $20^{th}$ in 2011. The results of the analysis were: First, consumer's cognition about sponsorship consisted of sponsorship interest, sponsorship importance, sponsor-sponsorship suitability, and sponsorship expectation. Consumer-brand relation consisted of personal attachment, trustful relationships and commitment relationships. Brand equity for golf wear consisted of three factors (brand awareness, brand image, perceived quality). Customer satisfaction and customer loyalty consisted of one factor. Second, the commitment relationship was influenced by sponsor-sponsorship suitability, sponsorship interest, sponsorship importance and sponsorship expectation. However, personal attachment was influenced by only sponsorship interest and sponsorship expectations. The trustful relationship was influenced by all factors of consumer cognition, except sponsorship interest. Customer loyalty was influenced by consumer's cognition about sponsorship, consumer-brand relationship, brand equity and customer satisfaction. The leverage of consumer-brand relationship and consumer's cognition for sponsorship was notably larger than others.