• Journal of Distribution Science
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• v.22 no.6
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• pp.95-106
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• 2024

Purpose: This study investigates the complex dynamics of consumer behavior in Vietnamese banking omnichannel environments, focusing on the roles of service consistency, service transparency, flow, perceived privacy risk, and loyalty intention. Research design, data and methodology: Using a sample of 422 Vietnamese bank customers, data analysis revealed significant relationships among the variables under investigation. Results: Firstly, service consistency was found to positively influence flow experiences and negatively impact perceived privacy risk, highlighting the importance of uniform service quality across channels in enhancing consumer engagement while mitigating privacy concerns. Similarly, service transparency was positively associated with flow experiences and negatively associated with perceived privacy risk, underscoring the importance of transparent information dissemination in fostering immersive consumer experiences while alleviating privacy apprehensions. Furthermore, both flow experiences and perceived privacy risk significantly influenced loyalty intentions, indicating the pivotal roles of engaging experiences and data security in driving consumer loyalty. Additionally, mediated relationships were observed, demonstrating the interplay between service consistency, service transparency, flow, perceived privacy risk, and loyalty intention in shaping consumer behavior in omnichannel contexts. Conclusions: These findings provide valuable insights for retailers and marketers seeking to optimize consumer experiences and cultivate loyalty in omnichannel environments by prioritizing consistency, transparency, and data privacy protection.

• Journal of the Korean Home Economics Association
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• v.47 no.1
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• pp.13-24
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• 2009

The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

• Journal of the Korean Home Economics Association
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• v.44 no.8
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• pp.127-142
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• 2006

This study, systematically evaluated the services provided by consumer organization site in order to improve the possessing problems or deficient aspects and present a desirable direction for instituting the planning of a new consumer group site. An evaluation of the level with respect to contents of consumer organization site showed that communication had the lowest grade while design had the highest. There were some technical errors related to accessibility of the site. An examination of the quality of consultation showed that success rate was low and the contents of the consultation were inadequate. However, compared with service quality of the consumer organization site estimated in the year of 2000, the current service showed significant improvements in terms of the overall quantity of information.

• Journal of the Korean Society of Food Culture
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• v.22 no.1
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• pp.22-31
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• 2007

The purpose of this study was to analyze evaluation variables of service quality of Korean restaurant especially focused on cold noodle restaurants(CNR). The data were analyzed about customer’s expectation of food service quality, service quality was improved by employee’s service in restaurant and employee education in the focus on CNR. The survey was carried out 423 customers and 50 employees in Seoul and Kyunggi province. All statistical data analyses were conducted using the Statistical Package for the Social Science(SPSS version 10.0). The consumer’s evaluation score of service quality were significantly different by consumer’s characteristics. The well planned service at CNR must be developed according to consumer variables such as sex and age group. The evaluation score of service quality were not significantly different by seasonal variation and consumer’s menu selection. The evaluation score of service qualities in CNR were significantly different between customer variables with employees variables. All of the evaluation points of service quality in employees were significantly higher than customers. This result was show that well-trained employees were important factors in consumer satisfaction. Through the employee education program, consumer oriented service mind mort be to developed in employees and employees’ recognition about the importance of service increased the satisfaction of customer using CNR.

• Korean Journal of Human Ecology
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• v.18 no.2
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• pp.363-379
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• 2009

The purpose of this study is to provide a meaningful thought to professionals and administrators of Korea working for Consumer General Education development at their Universities. Also, tips for organizing and meaning Consumer General Education Curriculum effectively are provided. Finally, the study suggests essential elements to improve qualities of Consumer General Education in Korea Universities. This study's method are content analysis through web site and survey. The subjects of this survey were 257 students. The data were collected by questionnaire developed by researcher and analyzed by frequencies, correlation Analysis, One Way Anova, Duncan Test, Factor Analysis, Multiple Regression Analysis. The major findings were as follows: University students's satisfaction level about General Education was low and the needs level about Consumer General Education was high. And the education service quality showed factors to be administrative service element, professor service element, classroom environment element, communication element. And Multiple Regression Analysis on each of the education service quality factors had been significant effects for find out the differences in the degree of satisfaction.

• Journal of dental hygiene science
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• v.13 no.3
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• pp.246-253
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• 2013

The present study was carried out to evaluate the impacts of the qualities of dental medical services on service value, consumer satisfaction and consumer loyalty for 221 patients who visited 17 dental hospitals or clinics located in Busan and Ulsan using questionnaires and obtained the following conclusion. By gender, males had higher perceptions of para-language than females did in the qualities of the dental medical services, and by the level of education, college students and university graduates had higher perceptions of body language and physical appearance. Scores of service value, consumer satisfaction and customer loyalty were higher in males, college students and university graduates, and married patients, but those were not statistically significant. It turned out that the qualities of the dental medical services were correlated with service value, consumer satisfaction and consumer loyalty. As the perception of para-linguistic and verbal communication in the qualities of the medical services increased, service value increased; as the perception of verbal communication and physical appearance increased, consumer satisfaction increased; and as the perception of verbal communication, physical appearance and body language increased, consumer loyalty increased. To sum up the above findings, the qualities of dental medical services influence service value, consumer satisfaction and consumer loyalty, so in the future, it will be necessary to study quality dental medical services with which patients are satisfied.

• Fashion & Textile Research Journal
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• v.10 no.6
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• pp.890-899
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• 2008

This study aimed to identify the effects of service quality of internet shopping malls on consumer satisfaction and word of mouth intention. The data were obtained from questionnaires completed by 345 people aged between 20 and 39 living in Busan. The SPSS package was used for data analysis whose methods included factor analysis, ANOVA, cluster analysis and regression analysis. The results of this study were as follows: First, the service quality factors were determined to be reliability, diversity, convenience, accuracy & communicability. Differences among the groups divided by service quality factors were found to be meaningful in consumer satisfaction and word of mouth intention. Second, reliability, diversity, convenience & accuracy significantly affected consumer satisfaction, however all the service quality factors significantly effected word of mouth intention. Finally, consumer satisfaction, reliability, diversity, accuracy & communicability had an significant effect on word of mouth intention. It would be helpful for the managers of internet shopping malls that consumers can be satisfied with right fashion products and efficient inter-communication based on trustfulness in the long-term relationship.

• 한국디지털정책학회:학술대회논문집
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• 2004.11a
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• pp.203-210
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• 2004

In this paper, the conceptualization and the measurement of service quality and the relationships among service quality, consumer satisfaction, value, and post behavior (post behavior and recommendations to others) are investigated. The results suggest that service quality is an antecedent of consumer satisfaction and that consumer satisfaction exerts a strong influence on payment value and post behavior.

• International Commerce and Information Review
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• v.14 no.2
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• pp.497-521
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• 2012

This paper is to conduct comparative analysis of the impact of overall logistics service quality and its different influence across countries in internet shopping mall context. After reviewing the different approaches given by the literature, SEM analysis was used to testify the hypotheses. A questionnaire based on personal survey was conducted from internet shopping mall users in Korea, China, Japan. This paper collected data from 786 respondents in the countries. Structural equation modeling was also applied to these data to test relationships among the variables in the study. The empirical results of this study are summarized as follows. First, overall logistics service quality of internet shopping mall has a positive direct effect on the consumer assurance as well as consumer satisfaction. Second, consumer assurance and consumer satisfaction have mediated effects between overall logistics service quality and post-purchasing behaviors intention. Third, its effect size of the '$GLSQ{\rightarrow}$ consumer assurance' and the '$GLSQ{\rightarrow}$ consumer satisfaction' links are the same in each country. However, that of the consumer assurance and the consumer satisfaction for the organizational performance are different for each country.

• Human Ecology Research
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• v.59 no.1
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• pp.23-43
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• 2021

This study looked through the text mining analysis to check the status of the virtual assistant service, and explore the needs of consumers, and present consumer-oriented directions. Trendup 4.0 was used to analyze the keywords of AI services in Online News and social media from 2016 to 2020. The R program was used to collect consumer comment data and implement Topic Modeling analysis. According to the analysis, the number of mentions of AI services in mass media and social media has steadily increased. The Sentimental Analysis showed consumers were feeling positive about AI services in terms of useful and convenient functional and emotional aspects such as pleasure and interest. However, consumers were also experiencing complexity and difficulty with AI services and had concerns and fears about the use of AI services in the early stages of their introduction. The results of the consumer review analysis showed that there were topics(Technical Requirements) related to technology and the access process for the AI services to be provided, and topics (Consumer Request) expressed negative feelings about AI services, and topics(Consumer Life Support Area) about specific functions in the use of AI services. Text mining analysis enable this study to confirm consumer expectations or concerns about AI service, and to examine areas of service support that consumers experienced. The review data on each platform also revealed that the potential needs of consumers could be met by expanding the scope of support services and applying platform-specific strengths to provide differentiated services.