• The Journal of the Korea Contents Association
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• v.10 no.11
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• pp.391-402
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• 2010

The purposes of this study are to identify the relationships between service quality, perceived value, satisfaction, and loyalty for IhoTewoo festival through a structural equation model. This study was conducted by means of survey questionnaire of festival visitors with 348 responses. The main results of the study are as follows. First, the exploratory factor analysis with principal component method of the 19 service quality items identified four underlying domains. These dimensions were labelled: (1) 'program', (2) 'informational service', (3) 'festival area', and (4) 'food'. Second, service quality has a significantly positive effect on perceived value, satisfaction, and loyalty. Third, Perceived value has a significantly positive effect on satisfaction. Fourth, both perceived value and satisfaction have significantly positive effects on loyalty. Fifth, Although the direct effect of service quality on customer loyalty was evident, it was also found that the indirect effects of service quality through perceived value and/or overall satisfaction were stronger. Thus, customer loyalty will be stronger when service quality is matched with perceived value and/or overall satisfaction, meaning that multiple factors play a significant role in determining customer loyalty.

• Management & Information Systems Review
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• v.23
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• pp.99-134
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• 2007

In recent years there has been much emphasis on the need for service firms to develop an organizational culture which facilitates the successful implementation of marketing activities. This study examines the relationship among marketing culture, service quality, customer satisfaction, and customer loyalty in fast food service firms. The results of empirical analysis can be summarized by the following: First, marketing culture(employee service quality, interpersonal relationships, selling task, organization, internal communications, innovativeness) had a significant direct effect on service quality. Second, marketing culture(employee service quality, selling task, internal communications) had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through service quality. Third, service quality had a significant indirect effect on customer loyalty through customer satisfaction. Therefore, the results of the study provide the practical implication for establishment of service firms' marketing strategies, related to marketing culture.

• Culinary science and hospitality research
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• v.14 no.1
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• pp.134-143
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• 2008

The purpose of this study is to identify the critical service factors, which influence the customers' satisfaction and loyalty to pizza restaurant's customers in Korea. In order to meet this purpose, we surveyed 185 customers who have visited Imsilcheese pizza restaurants. This survey used the SERVPERF service quality measuring theory. The results are as follows: Service Quality consists of 6 factors which are Assurance, Tangibles, Quality of Pizza, Responsiveness, Empathy and Reliability. Customers' satisfaction is affected by 6 factors of service quality. Responsiveness is most influential in customers' satisfaction while Assurance is most crucial to their loyalty. Customers' satisfaction has a significant effect on the customers' loyalty.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.111-122
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• 2007

The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.76-86
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• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• The Journal of the Korea Contents Association
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• v.9 no.10
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• pp.292-304
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• 2009

This paper is to identify how merchandise quality, store environment, personnel service, sales promotion, store amenities and supporting service which is considered to store image components influence on satisfaction and loyalty and examine the role of satisfaction in explaining relationships between store image and loyalty. The results of the study are as follows: (1) each components of store image influence on cognitive satisfaction or emotionally based satisfaction or loyalty. (2) merchandise quality and store amenities have influence on cognitive satisfaction and emotionally based satisfaction is affected by personnel service and supporting service, but store environment has directly influence on loyalty. (3) store image components that is concerned with service in the store e.g. personnel service, supporting service build customer loyalty by mediating emotionally based satisfaction. In order to build strong customer loyalty, marketer have to formed through store image components that is much stronger on loyalty.

• Journal of the Korea Fashion and Costume Design Association
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• v.19 no.3
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• pp.89-97
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• 2017

The purpose of this study is to analyze the difference and influence of educational institutions and majors on education service quality, learning satisfaction, and educational institution loyalty, and to provide information on an Academic Credit Bank System appropriate for the two types of education institutions and learners. Looking at the difference in education service quality, learning satisfaction and educational institution loyalty, Lifelong Education Organizations of Universities showed positive awareness compared to Job Technical colleges. Especially, differences in awareness regarding quality of education facilities were largest, followed by educational institution loyalty and learning satisfaction. Looking at the difference in awareness according to educational institution and majors, learners at Lifelong Education Organizations of Universities had positive awareness compared to Job Technical colleges in terms of quality of facilities, learning satisfaction and educational institution loyalty. No difference was found according to major. Looking at the effect of awareness of education service quality on learning satisfaction and educational institution loyalty, factors of education service quality affected learning satisfaction in the order of education>administration>facilities for Lifelong Education Organizations of Universities, and the effect on educational institution loyalty was found in the order of administration> education with no effect shown by facilities. For learners at Job Technical colleges, factors of education service quality affected learning satisfaction in the order of administration>education>facilities. Influence on loyalty to educational institution was found in the order of administration>facilities>education.

• The Research Journal of the Costume Culture
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• v.29 no.1
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• pp.87-102
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• 2021

The purpose of this study is to investigate customer satisfaction factors that affect customer loyalty and revisit intention, and the seven factors which comprise the marketing mix that affects customer satisfaction. loyalty, and intention to revisit. The purpose of the project is to propose a research model by testing the mediated effects of customer satisfaction and loyalty using mainly factor analysis, regression analysis, and mediation analysis. First the results showed that the marketing mix 7P factors influence customer satisfaction were identified as service delivery process, product, physical basis, and promotion. The factors that influence marketing mix 7P customer loyalty were tested in the order of service delivery, physical basis, product, and distribution. Second, the factors that affect customer loyalty were artists, service, and prices whereas the factors that affect customer satisfaction were tested in the order of service, artist, cosmetics, and price. Third, the factors affecting customer revisit intention were newly derived as treatment satisfaction, professionalism, and treatment products. Fourth, the relationship between marketing mix and customer revisit intention suggested that customer satisfaction and customer loyalty has a partial sale effect. It can be suggested on the basis of these findings that the effect of makeup service with marketing mix on customer revisit intention was analyzed and a new model was derived by analyzing the mediated effect of customer satisfaction and customer loyalty.