• Journal of Distribution Science
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• v.21 no.1
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• pp.73-83
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• 2023

Purpose: This study analyzed the influence of restaurant service perception on customer satisfaction and its implications on customers' attitude towards, intention to return to, and word-of-mouth (WOM) regarding a restaurant chain. Research design, data and methodology: Data from 421 respondents were collected using the convenience sampling method. After analyzing the data normality and removing responses with missing data and outliers, 342 responses were selected for further analysis, and the hypotheses were tested using Structural Equation Modeling (SEM). Results: We found that service perception affected customer satisfaction and customer satisfaction affected the customers' attitude toward the restaurant chain, which affected customers' intention to return and WOM about the restaurant chain. Conclusions: This paper provides one of the most important empirical results for managers in the restaurant sector, especially in Indonesia. Restaurant managers should thus provide training to their employees to improve the quality of the interaction with the customers and thereby increase customer satisfaction. The limitations listed in this study include the exclusion of respondents' income. For future research, we suggest investigating models of customer participation or consumer value co-creation for restaurant marketing success. Consumers are generic actors in the service ecosystem engaged in the value co-creation process.

• Journal of the Korean Society of Food Culture
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• v.21 no.5
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• pp.536-540
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• 2006

The purposes of this study were 1) to analyze the correlation between Word-of-Mouth(WOM) message sender credibility and WOM effect and 2) to analyze the differences of WOM message sender creadibility and WOM effect in off-line and on-line WOM communication. The messages were created as a form of scenario for this study. Respondents were asked to evaluate the message sender credibility and predict WOM behaviors after reading given scenario. The questionnaires were distributed to 200 customers and a total of 175 questionnaires were used for analysis(87.5%). The statistical analysis was conducted using SPSS Win(12.0) for descriptive analysis, paired t-test, factor analysis, correlation analysis. The positive off-line WOM message sender was considered as more credible(p<.001) than on-line WOM message sender. 'Message sender credibility' is correlated with 'attitude formation' in both channels, but 'reliable' factor of 'credibility' variable is not significantly correlated with 'attitude change'.

• The Korean Journal of Franchise Management
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• v.15 no.2
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• pp.39-56
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• 2024

Purpose: Delivery food continues to grow. In the past, restaurant companies directly hired delivery workers to deliver food, but now, restaurant companies use delivery service platform companies to carry out delivery work rather than directly hiring delivery workers. Therefore, this study seeks to determine the impact of delivery food benefits in the restaurant industry on brand image, trust, and word-of-mouth intention. Research design, data, and methodology: To test the hypotheses of this study, 400 questionnaires were distributed and 340 were collected. Among these, 321 questionnaires, excluding 19 questionnaires that were answered insincerely, were used in the final analysis. Result. First, delivery food benefits were found to have a significant impact on brand image and trust. Second, brand image was found to have a significant effect on trust and word-of-mouth intention. Third, trust was found to have a significant effect on word-of-mouth intention. Conclusions: First, existing research focused on studying the attributes of delivery food in the restaurant industry, but this study studied the benefits that consumers can obtain through purchase among these attributes. Second, delivery food restaurants need to design promotions and advertisements in a way that displays coupons, points, or mileage. Third, quick delivery of orders can be a competitive advantage for delivery food restaurants.

• Journal of the Health Care and Life Science
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• v.11 no.2
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• pp.253-260
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• 2023

The purpose of the study is to be interested in medical tourism after the COVID-19 endemic. In particular, it aims to present a revitalization plan through the analysis of the current status of tourism festivals, one of the forms of tourism for healing. In this life, festivals are becoming an important valuable activity, and more systematic structural relationships of festivals should be analyzed. As a result, it provided very important implications in that the factors influencing regional development by hosting festivals related to healing were empirically presented through verification affecting festival quality, festival trust, festival satisfaction, and word of mouth effects.

• Journal of Distribution Science
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• v.22 no.10
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• pp.79-90
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• 2024

Purpose: This study examines the distribution of skincare products through digital channels, focusing on the role of brand awareness within the field of distribution science. As social media platforms like TikTok revolutionize distribution strategies, this research aims to identify the key factors influencing brand awareness in the distribution of skincare products on TikTok. Specifically, the study explores how influencer marketing, content marketing, and electronic word-of-mouth (E-WOM) affect the distribution process by enhancing brand awareness.. Research design, data, and methodology: Employing an explanatory quantitative method, the study surveyed 400 TikTok users exposed to NPURE skincare promotions. Data was collected via Google Forms using non-probability purposive sampling. The analysis was conducted using SmartPLS and Structural Equation Modeling (SEM) to examine the relationships between distribution factors and brand awareness. Results: The findings reveal significant relationships between (1) influencer marketing and brand awareness, (2) content marketing and brand awareness, and (3) electronic word-of-mouth (E-WOM) and brand awareness in the context of skincare product distribution on TikTok. Conclusion: This research contributes to the field of distribution science by demonstrating how digital marketing strategies on TikTok influence brand awareness, consequently impacting the distribution of skincare products. The findings offer insights for optimizing distribution strategies in the digital age, highlighting the significance of influencer partnerships, content creation, and promoting positive E-WOM in digital distribution channels.

• Journal of the Korean Society of Clothing and Textiles
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• v.37 no.1
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• pp.27-38
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• 2013

Word-of-mouth (WOM) communication (traditionally important in consumption) is expanding its influence into cyber space and is playing an important role in online shopping. Consumers who use online shopping might not readily make purchasing decisions due to information overload, lack of accurate product recognition, and the distrust of commercial information. Subsequently, people use WOM communication for a mutual interchange with others who share common concerns, interests, and purposes. This study examines the consumer characteristics, perceived risk on online shopping and benefits of online shopping according to WOM behavior that may significantly affect consumer actions. Factor analysis, t-test, one-way ANOVA, cluster analysis, and Chi-square analysis were used for statistical analysis to identify the differences in consumer characteristics. Online WOM behavior consumers purchased more various items than offline WOM behavior consumers; however, the most influential purchasing factor was price regardless of WOM behavior. Offline WOM behavior consumers have shown higher perceived online shopping risks and benefits.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.475-483
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• 2021

COVID-19 pandemic has affected the lives of people and has forced businesses to develop different ways of doing businesses. Several businesses have implemented social responsibility activities. With social distancing keeping many people at home, online and digital platforms have become one of the most important mechanisms for businesses undertakings and implementing those social responsibility initiatives and activities - digital social responsibility (DSR). The purpose of this study is to examine the relationships of electronic word-of-mouth (eWOM) intentions and customer engagement with DSR in social media with attitude toward DSR as the antecedent during COVID-19 social distancing situation in Thailand. The study employs a quantitative research method where sampling method is followed by convenience sampling technique, and study data is collected through survey questionnaire with social media users who have experiences with firms' online social responsibility initiatives. Based the samples of 123 respondents, Structural Equation Modelling (SEM) has been used for analysis. The results show that attitudes toward DSR in social media significantly influence electronic word-of-mouth (eWOM) intentions and have a significant effect on customer engagement with DSR in social media. The mediation analysis also revealed that eWOM intention partially mediated the relation between attitudes toward DSR in social media and customer engagement.

• Journal of the Korean Society of Clothing and Textiles
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• v.39 no.5
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• pp.728-744
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• 2015

Brand love contributes to consumers' positive post-purchase behavior; therefore, fast fashion brand marketers should make more efforts to develop marketing strategies to promote brand love in the increasingly competitive fast fashion industry. This study identified the antecedents and consequences of fast fashion brand love to provide insights into brand love. Brand-related variables (affective brand experience, self-expressive brand, and hedonic brand attitude) were considered as antecedents, and post-purchase behavior variables (loyalty and positive word of mouth) were considered as consequences. It was hypothesized that affective brand experience, self-expressive brand, and hedonic brand attitude directly and indirectly influence brand loyalty and positive word of mouth through brand love. Data were gathered by surveying university students in Seoul, using convenience sampling. Two hundred and eighty-six questionnaires were used in the statistical analysis. Factor analysis revealed that all variables were uni-dimensional. Tests of the hypothesized path showed that affective brand experience and self-expressive brand indirectly influenced brand loyalty and positive word of mouth through brand love versus the direct influence of hedonic brand attitude. The results suggest some implications for fast fashion brand marketers.

• Journal of Korean Society for Quality Management
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• v.35 no.2
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• pp.63-83
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• 2007

As the mobile internet service market is rapidly growing, measuring and managing the service quality become a more critical issue to the service providers. Thus the purpose of this study is to compare SERVQUAL, SERVPERF, and non-difference score measures and to determine which one is superior to measure the service quality of the mobile internet service. This study also aims to analyze the structural relationship between the service quality, customer satisfaction and behavioral intentions (repurchase intention and word-of-mouth). For the purpose, survey data were gathered from the respondents who have used the mobile internet services and an empirical test was conducted. As the first research result, it was revealed that the non-difference score measure showed a much better model than other service measuring models (SERVQUAL, SERVPERF). And the second result was that two service quality factors (tangibles and empathy) among the mobile internet service quality factors significantly influenced the customer satisfaction and also the customer satisfaction had a significant effect on the repurchase and word-of-mouth.

• Journal of Digital Convergence
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• v.14 no.7
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• pp.117-126
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• 2016

This study focuses the importance of relation between information attributes and communication of internet user. The author is to clarify how to communicate in internet environment and word-of-mouth as a result of social influence among internet user take place in relation to information attributes. The main findings are that comprehensive ease, relevance and novelty among information attributes positively influence reciprocal communication, reciprocal communication positively influences internalization and conformity, and those positively influence word-of-mouth communication.