• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.79-84
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• 2006

Many Papers of Customer satisfaction are issued. Kana who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction coefficient' that made up for the weak points of Kana' s model. But the model of Timko which have weak points as well that does not consider the indifferent Quality of the Kana's model. In this paper, I propose 'Total Customer Satisfaction coefficient' that made up for the weak points of Timko's Model also Kana's Model. And I have applied my method to the department store.

• Korean Journal of Organic Agriculture
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• v.18 no.3
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• pp.315-329
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• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.

• International Journal of Costume and Fashion
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• v.9 no.2
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• pp.19-34
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• 2009

The purpose of this paper was to provide an overview of the existing literature on online visual merchandising and to propose an alternative theoretical framework in which online visual merchandising research can be conducted. Two streams of research including the e-tail service quality literature and the store environment literature from environmental psychology perspectives were reviewed in the context of online visual merchandising. An impression formation paradigm from social psychology was adopted to establish the alternative framework to supplement the existing online visual merchandising research and generate deeper insights into the online visual merchandising phenomenon.

• Journal of Digital Convergence
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• v.17 no.5
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• pp.167-178
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• 2019

This research examined how the experience factors and environmental factors of experience store impact the perceived value of the brand and whether the perceived value enhance revisit intention. We collected 258 survey responses and formed structural equation modeling. The results indicated that education experience and esthetics experience had positive impacts on emotional value, while entertainment experience had a positive impact on functional value. Among environment factors, lighting, employee service and layout of the store had positive impacts on functional value, while lighting and employee service had positive impacts on emotional value. Both of the functional value and emotional value enhanced the revisit intention of customers. The results of this study are expected to provide useful information about consumers to the companies managing offline experience stores.

• The Korean Journal of Franchise Management
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• v.11 no.1
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• pp.19-29
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• 2020

Purpose - To understand the assessment basis of customers' coffee shop experience and give more practical advices to the franchised coffee shops which are poorly managed in the competitive market, this study identified factors to measure the quality of customer experience and explored the relationship between these factors and customer satisfaction and loyalty. Further, this study analyzed which role self-efficacy played in the structural relationship between the quality assessment factors, satisfaction and loyalty of franchised coffee shops. Research design, data, methodology - The data were collected from respondents who had visited franchised coffee shops within the previous month through online survey. The questionnaires were surveyed from February 11 to February 14, 2019. A total of 318 responses were collected after excluding four of incomplete or uncandid responses. A structural equation modeling approach was used to examine the proposed hypothesis and a confirmatory factor analysis was employed to verify the four dimensions of quality assessment. Results - The findings of this study are as follows. First, the three of quality assessment variables significantly influenced on satisfaction except environmental quality. Second, economic and service quality significantly influenced on self-efficacy but environmental and menu quality didn't. Third, satisfaction significantly influenced on loyalty but not on self-efficacy. Fourth, self-efficacy significantly influenced on Loyalty. Conclusions - This study identified the four dimensions to assess the franchised coffee shop service - menu, environment, service and economic quality and verified these four dimensions are valid as indicators to measure the quality of customers' coffee shop experience. Further, by empirically testing the structural relationships among these quality assessment dimensions, satisfaction, self-efficacy and loyalty, this study provided theoretical foundations to explore the relationship between customer and the franchised stores in restaurant businesses. For the industry, the study findings showed that customers highly appreciated menu and economic quality of the service rather than the stores' interior. This indicate that the franchised coffee shops need to focus more on the basics of coffee such as taste and menu variety and economic value than the decoration of the store, which are often over-invested nowadays.

• Journal of Korean Society of Occupational and Environmental Hygiene
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• v.29 no.3
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• pp.420-429
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• 2019

Objectives: The purpose of this study was to test the prescribed mediating effect of a sense of job oppression by considering the relationship between emotional labor and work satisfaction. Methods: This study was carried out using the data published in 2016 by the Korea Labor & Society Institute in An Investigation of Quality of Life and the Working Environment in the Service Industry. The data were collected from 638 workers at department stores. Data were analyzed using descriptive statistics, correlation, and multiple regression with Baron and Kenny steps for mediation. Results: After investigating the mediating effect of a sense of job oppression in the relationship between emotional labor and work satisfaction, it was confirmed that the effect was partially meaningful. It was also determined that the greater the intensity of their emotional labor was, the lower was their satisfaction with their working life. Additionally, the workers felt that the greater their sense of job oppression, the lower was their sense of satisfaction with work. Conclusions: In order to increase work satisfaction, it is required for guidelines for reducing job oppression and the intensity of emotional labor to be proposed or established.

• Journal of Korean Society of Occupational and Environmental Hygiene
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• v.1 no.2
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• pp.164-180
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• 1991

For the purpose of contributing to the promotion of health of the employees working at the same kind of department store or similar type of business and the people utilizing them and preparing the basic data for the establishment of mangagement measure by assessing the level of air pollusion at indoor and outodoor of four department store among the distribution service business in Pusan area, authors measured the concentration of sulfur dioxide, nitrogen dioxide, formaldehyde and total suspanded particle according to the measuring height of variable at indoor and outodoor from Aug. 1990. to sep. an. d Jan, 1991 to Feb.: for each two months in summer and winter, and studied by dividing the variable factor into atmospheric factor (temperature, humidity and air velociy) The results are as follows ; 1. The mean concentration of air pollutants at indoor to total subjects was nitrogen dioxide 31.1ppb, sulfur dioxide 51.7ppb, formaldehyde 162.lppb and total suspanded particle $67.7{\mu}g/m^3$, and it was higher in winter than in summer (P>0.05) 2. The mean concentration of formaldehyde to total subjects was higher indoors than outdoors (P<0.001), in case of nitrogen dioxide there was no significant difference and sulfur dioxide and total suspanded particle were higher outdoors than indoors (P<0.05) 3. The concentration of nitrogen dioxide and sulfur dioxide proved to be a adverse correlation, reducing with height. 4. According to the result questioned about the exposure concentration of pollutant and the general symptom caused by the pollutant, nitorgen dioxide and symptom proved to be a positive correlation (P<0.09).

• Journal of Distribution Science
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• v.13 no.4
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• pp.89-98
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• 2015

Purpose - In today's globalized and modern business environment, corporate social responsibility (CSR) activities are considered to be essential for the sustainable development of enterprises. In addition, the corporate philanthropy that is related to CSR practices, as well as their being capable of reducing the anti-corporate sentiment of people have facilitated a qualitative forward leap into the quantitative growth phase. This study aims to undertake a comparative evaluation of corporate philanthropy through the Importance-Performance Analysis (IPA) method focusing on service and manufacturing industries, and to eventually determine a differentiated approach that is needed for corporate philanthropy. Research design, data, and methodology - The survey responses were collected through online research on specialized companies from consumers nationwide who were aged from 20 to 60 and who are aware of corporate philanthropy. A total of 408 sheets of questionnaire survey were used. Frequency analysis was undertaken in this study. The interviewees had demographic characteristics of gender: 206 males (50.5%) and 202 females (49.5%). They also had demographic characteristics of age: 82 people were over 20 (20.1%), 96 over 30 (23.5%), 105 over 40 (25.7%), and 125 over 50 (30.7%) years of age. The distribution of interviewees' residences is as follows: 154 persons (37.7%) in the Special City, 102 persons (25.0%) in the Metropolitan City, and 152 persons (37.3%) in the Provincial Region. The interviewees have been working for the following companies: 34 persons (8.3%) in LG Display, 80 (19.6%) in KT&G, 49 (12.0%) in Amore Pacific, 42 (10.3%) in KIA Motors, 47 (11.5%) in SBS, 52 (12.8%) in Shinhan Bank, 86 (21.1%) in Asiana Airlines, and 18 (4.4%) in Hyundai Department Store. We applied the paired t-test for the IPA analysis. PASW Statistics 18 was used for statistical analysis. Results - The results of IPA analysis indicated that the importance and performance degrees in both manufacturing and service industries were significantly different. Major empirical results showed that, in consumer, social, economic, philanthropic, and environmental dimensions, in the sub-factors of philanthropy activities in both manufacturing and service industries, the importance degree was found to be higher than performance degree. Further, the average difference between importance degree and performance degree by the sub-factors of philanthropy activities. On the other hand, the average difference of environmental dimension was found to be highest in both service and manufacturing industries. Thus, while consumers consider the philanthropy activities of the environmental dimension as most important, actual companies treat performance of philanthropy activities of the environmental dimension insufficiently or negligibly to some degree. Conclusions - The differentiated approach method that is required for corporate philanthropy may be proposed to uplift corporate accomplishments by analyzing the IPA of the attributes of the sub-factors of corporate philanthropy. This is, to an extent, insufficient in the existing studies related to the use of the IPA technique, and it shows the items that are to be conducted intensively.

• Proceedings of the Korea Contents Association Conference
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• 2003.11a
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• pp.60-64
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• 2003

Individualization serverces to be persuited in most web sites are not one automated by system but collectivization services provided into several groups with information collected in initial register. Also, as most of the web sites provide individualization services according to environmental setting fitted by each individual, it is hard to offer to provide them with analyzing members by system itself. In this paper, as we store behavior characters of members on web surfing into member database and anlyze them automatically, system itself enables to provide individualization services.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.743-745
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• 2015

The purpose of this study is to investigate the relationship between IT environment and commitment in online.The satisfaction of customers, who are in a servicescape, will be subject to many environmental stimulations. In particularly, the servicescapes of the store and the customer characteristics are important factors that affecting the emotional commitment of consumers. In this study, the servicescape that consumers evaluated can be divided into physical and social factors. Furthermore, how these factors can affect the emotional commitment through perceived service quality and social interaction will be studied as well. In addition, the moderating effects of the individual characteristics at the perception of servicescape, such as optimum stimulation level and social appropriateness will be studied together.