경영환경변화와 경쟁환경이 가속화 되면서 고객만족의 개념이 점차 고도화 되어 고객의 요구사항이 시시각각으로 변하고 있다. 고객만족경영을 통해 고객에 대한 품질, 원가, 납기에 대한 우위를 점하기 위해서는 정보의 가치를 극대화해서 의사결정에 반영하여야 한다. 고객의 요구는 고객의 언어로 정성적이고 모호한 특성으로 고객 스스로도 자신의 요구를 정확 하게 표현하지 못하는 경우도 존재한다. 따라서 연구에서는 품질정보시스템 데이터베이스에 축적된 정보를 AHP를 이용하여 공정 담당자의 경험과 직관을 활용하여 급변하는 고객의 요구를 신속하게 추가함으로써 공정의 중요한 관리항목을 선정하는 방법을 제시한다.

Mobile phone market, a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry and as a daily necessity, is led globally by companies that have been actively responding to changes in the so-called Smart Revolution environment. Lately, however, the Smart Phone market is prospected to move from growth phase to mature phase by the scholars. In order for a company to proactively respond to the change in such market condition, it is imperative that they ensure absolute advantage in customer loyalty over their competitors by revolutionising the after-sales service(A/S) quality that will lead to service satisfaction. This study aims to configure what dimensions make up for mobile phone A/S quality, and how this quality affects customer satisfaction and loyalty as well as proposing directions for A/S quality improvement by identifying them case by case to see what dimensions have more impact on customer satisfaction.

The purpose of this study was to identify images of saleswomen by uniform and body type and to determine if the images have an effect on customer satisfaction and revisiting intention. This study was conducted between February 10th and February 23rd 2015, using a questionnaire to collect data from 608 adults from Seoul, Deajeon, and Chungnam Province. A 2×2 (body type×clothes) factorial experimental design was used. Frequency, factor, and reliability analysis, analysis of variance, one-way ANOVA, Tukey test, and multiple regression analysis methods were used to analyze data. The study results were as follows: First, images of saleswomen with different uniform and body types were classified based on the following three factors: professionalism, kindness and attractiveness. Second, the saleswomen's uniforms had significant impact on perceived attractiveness, with women who wore skirt suits being identified as more attractive than women with pant suits. The saleswomen's body types had significant effect on professionalism, kindness and attractiveness. Women with average body types were perceived positively in terms of professionalism and attractiveness, whilst women with large body types were perceived positively in terms of kindness. Third, the combination of uniform and body type had a significant effect on perceived professionalism. Women with average body types wearing pant suits were perceived to have high degree of professionalism and women with large body types wearing skirt suits were evaluated to have high professionalism. Fourth, the images described as attractive and kind for both uniform and body type had a positive influences on customer satisfaction and revisiting intention.

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm’s profitability. Recently, many researchers have examined the relationship between quality management system and firm’s performance. The conclusion from these studies is that effective implementation of quality management system improves firm’s performance. This paper extends the existing research on quality management system and firm’s performance by examining how the impact of quality management system on firm’s performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm’s performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm’s performance.

The aim of this study was to investigate the effect of food neophobia on restaurant image, customer satisfaction, and loyalty in ethnic restaurants. A self-administered survey for data collection 581 customers who visited an ethnic restaurant in August, 2015. Statistical analyses included descriptive analysis, t-test, ANOVA and regression analysis for SPSS 21.0. The finding of the study indicated that the differences of food neophobia score in demographic characteristics showed significant differences by age, occupation, dining-out frequency, and source of dining-out information, not by gender. The mean value of food neophilic group was significantly higher than food neophobic group in all items of restaurant image, overall satisfaction and customer loyalty. The regression analysis showed that tangible aspect, price aspect, and food aspect of restaurant image had positive effects on overall satisfaction and customer loyalty however employee service showed different result by groups. The finding of the study offer marketing strategies for ethnic restaurants to induce customer revisit.

The purpose of this article was to research the difference in additional marketing satisfaction by lifestyle of Korean restaurant customers (focus on foreign students at university in Gangwon province). In this research, factor analysis, cluster analysis, and ANOVA were carried out. Lifestyle was divided into seven factors and six clusters. Additional marketing satisfaction was divided into three factors. Additional marketing satisfaction showed a significant difference by lifestyle of foreign students. First, ‘employee’ had a highest point at C3 ‘convenience·internet searching pursuit’ but lowest point at C4 ‘brand preference pursuit’ (p<0.001). ‘Service process’ had a highest point at C1 ‘safety·health pursuit’ but lowest point at C5 ‘effort pursuit’ (p<0.001). ‘Tangible clue’ had a highest point at C3 ‘convenience·internet searching pursuit’ but lowest point at C5 ‘effort pursuit’ (p<0.001). Additional marketing can reduce customer uncertainty, ambiguities, and wavering about eating at restaurants by intangibility of service. As a result, food-service corporations need to manage additional marketing as well as increase satisfaction and loyalty of customers.

농촌체험의 관심과 체험이 증가되는 상황에서 농촌체험의 지속성과 경쟁력의 확보 차원으로 서비스품질이 중요해지고 있다. 이 연구는 농촌체험을 경험한 서울지역 소비자를 대상으로 서비스품질과 고객만족, 고객만족과 추천의도 간의 관계를 분석하였다. 설문분석은 총 234부이며, 빈도분석, 신뢰도분석, 확인적 요인분석, 가설검정을 하였다. 분석결과는 다음과 같다. 첫째, 신뢰도의 크론바흐 알파값은 0.6 이상, 타당도의 요인적재량은 0.7 이상, 평균분산추출은 0.5 이상이 었다. 둘째, 확인적 요인분석의 모형적합도는, CMIN/DF, GFI, TLI, CFI, RMSEA이 전반적으로 적합하였다. 셋째, 가설검정의 결과, H1의 H1-2(유형성)와 H1-3(응답성)을 제외한 H1-1(신뢰성), H1-4(확신성), H1-5(공감성)는 고객만족 에 긍정적인 영향을 주었고, H2는 고객만족이 추천의도에 긍정적인 영향을 주었다. 따라서 농촌체험의 서비스를 이용자와 제공자 간의 상호작용으로 볼 때, 서비스품질에 대한 지속적인 개선이 필요할 것이다.

본 연구는 국내 사회적기업이 양적으로 성장한 시점에서 자립과 지속가능성을 더욱 강화할 필요가 있다고 보고 실증연구 결과에 따른 이론적, 실무적 시사점을 제공하고자 했다. 사회적 기업가와 사회적기업 종사자 모두 중요함을 인지하고 사회적 기업가정신, 소명, 고객지향성, 직무만족의 관계를 실증적으로 분석했다. 이론적 배경을 통한 가설을 설정했고 가설을 검증하기 위해 부산광역시의 (예비)사회적기업 종사자를 대상으로 설문지를 배부했다. 2015년 3월에서 4월까지 150부를 배부하여 128부(85.3%)를 회수하고 불성실한 응답을 제외한 121부(80.7%)를 최종분석에 활용했다. 통계분석은 SPSS 18.0과 AMOS 18.0을 사용하여 분석했고 매개효과의 유의성 검증을 위해 sobel test를 실시했다. 측정변수의 신뢰성을 검증하고 확인적 요인분석으로 변수의 타당성을 확보했다. 구조방정식 연구모형의 적합도는 일반적으로 수용가능한 수준으로 나타났다. 연구결과 사회적 기업가정신은 소명에 직접적으로 유의미한 영향을 미치는 것으로 나타났다. 사회적 기업가정신은 고객지향성에 직접적으로 영향을 미치지 않은 것으로 나타났지만 직무만족에는 영향을 미치는 것으로 나타났다. 소명은 고객지향성과 직무만족에 모두 직접적인 영향을 미치는 것으로 나타났다. 사회적 기업가정신과 고객지향성의 관계에서 소명은 완전매개효과가 나타났으며, 사회적 기업가정신과 직무만족의 관계에서 소명은 부분매개효과가 나타났다. 마지막으로 본 연구의 의의와 한계점들에 관해서 논의했다.

최근 스마트폰의 보급 확대로 모바일 비즈니스가 활발해지고 있는데, 그 중에서도 모바일 쇼핑의 성장세가 가 장 두드러지고 있다. 모바일 쇼핑이 성장을 지속하기 위해서는 이용자들의 만족도가 중요하기에 본 연구에서는 여기에 영향을 미치는 요인들을 개인성향 변수를 중심으로 분석해 보았다. 이를 위해 한국, 중국, 미국, 일본 4개 국의 모바일 쇼핑 이용자 2000명을 대상으로 설문조사를 실시하였다. 스마트폰지식, 정보공유성향, 프라이버시 염려, 성별, 연령, 국적 등을 독립변수로 한 회귀모형을 구성하여 검증한 결과, 프라이버시 염려를 제외한 모든 변수가 모바일 쇼핑만족도에 유의한 영향을 미치는 것으로 나타났다. 즉, 스마트폰 지식과 정보공유성향이 높을 수록, 젊고 여성일수록 모바일 쇼핑만족도가 높게 나타났다. 또한 미국, 일본, 중국, 한국 순으로 모바일 쇼핑 만 족도가 높은 것으로 나왔다. 실증 결과를 토대로 하여 모바일 쇼핑업체는 어떤 소비자를 타겟으로 하여 전략을 펼칠 것인지에 대한 시사점을 제시하였다.

Both employee satisfaction and loyalty play an important role in increasing the business performances of organizations in the service industry. However, the influence of TQM practices on employee satisfaction and employee loyalty has not been examined in the ICT service supply chain. This study aimed to investigate the impact of five total quality management (TQM) practices on employee satisfaction and employee loyalty in Korean ICT customer service and retail distribution organizations. Based on an empirical study of 578 respondents in a Korean ICT service company, the study examined the hypothesized relationships among TQM practices, employee satisfaction, and employee loyalty. Using structural equations modeling, it is found that TQM practices are significantly related to employee satisfaction, whereas the latter in turn influences employee loyalty. The results of analysis suggest that the ICT customer service and retail distribution organizations should concentrate on enhancing employee satisfaction of their TQM practices and creating a people-satisfied job environment.

본 연구는 호텔기업의 내부고객인 종업원을 대상으로 종업원만족과 고객만족활동 간의 비선형적 관계의 가능성과 이들 관계가 고용형태와 교육훈련 수준에 따른 세분집단 간에는 어떠한 차이가 있는지를 밝히고자 한다.이를 위하여 부산지역에 위치한 특1급 호텔의 종업원을 대상으로 설문조사를 실시하였고 236개의 표본 자료를 수집하여 위계적 회귀분석을 실시하였다.실증분석 결과 첫째,종업원만족과 고객만족활동 간의 관계에서 수확체증 형태의 비선형성을 확인하였다.둘째,이들 간의 관계가 고용형태에 따른 세분집단 간의 차이가 있는 것으로 나타났다.정규직의 경우 종업원만족과 고객만족활동 간에 비선형적 관계가 나타났으나,비정규직의 경우 종업원만족과 고객만족활동 간에 선형적 관계가 나타났다.셋째,교육훈련 수준 세분집단에 따라 종업원만족이 고객만족활동에 미치는 영향도 집단 간 차이가 있는 것으로 나타났다.즉 교육훈련이 높은 집단의 경우 종업원만족과 고객만족활동 간에 선형적 관계가 나타났으나, 교육훈련이 낮은 집단의 경우 수확체증 형태의 비선형적 관계가 나타났다.이러한 결과는 결국 전체 집단 수준에서의 접근보다는 내부고객인 종업원의 세분시장별로 바람직한 전략과 전술을 계획하고 실행하는 것이 더 바람직하다고 할 수 있다는 것을 시사한다.마지막으로 이러한 실증분석 결과를 토대로 본 연구의 시사점 및 향후과제를 간략하게 논의하였다.

본 연구에서는 농산물점포인 대형슈퍼마켓을 대상으로 상품의 품질, 애프터서비스, 판매촉진, 상품다양성 등 점포이미지 요인과 만족, 점포의 지각된 품질, 고객충성도 간의 관계를 분석하여 점포의 지각된 품질, 만족, 고객충성도 각각에 대한 점포이미지 요인을 확인하였고, 또한 점포이미지 요인이 고객충성도에 미치는 영향을 확인하였다. 연구결과로는 점포이미지 차원과 점포의 지각된 품질 관계에서 상품의 품질, 애프터서비스 및 판매촉진이 점포의 지각된 품질에 영향을 주었다. 점포이미지 차원과 만족 관계에서 상품의 품질, 판매촉진 및 상품의 다양성이 만족에 영향을 주었다. 점포이미지 차원과 고객충성도 관계에서 상품의 품질 만이 고객충성도에 영향을 주었다. 다음으로 점포이미지 차원, 점포의 지각된 품질, 만족 및 고객충성도 등 구성개념 간의 관계에서는 상품의 품질, 애프터서비스 및 판매촉진은 점포의 지각된 품질에 영향을 주었고, 상품의 품질 및 상품다양성은 만족에 영향을 주었다. 점포의 지각된 품질은 만족에 영향을 줌으로써 만족은 고객충성도에 영향을 주었다.

The purpose of this study was to look into how alliance discount cards affect customers using family restaurants by analyzing and identifying the difference in brand equity and satisfaction according to the propensity of using alliance discount cards. For this purpose, 407 customers who have used family restaurants completed a questionnaire survey. The study findings indicated that (1) there were significant differences in brand equity and satisfaction according to the propensity to use alliance discount cards. Moreover, it was found that groups with a strong propensity to use alliance discount cards had higher brand equity and satisfaction than groups that did not; also, (2) it was found that there were significant differences in brand equity and satisfaction according to the intensity of dependency on alliance discount cards. The group with strong loyalty to alliance discount cards went beyond the level of strong propensity to use alliance discount cards, of preference, and of use, which were previously proposed. This study implied that from mid-to long-term perspectives, it was necessary to operate a policy for more active alliance discounts as well as to ensure sufficient options for partnership benefits. Furthermore, it was essential to maintain the menu and service quality of restaurants, which were intrinsic factors for elevating brand equity and satisfaction in restaurants among dining customers.

목적: 프랜차이즈와 비 프랜차이즈에서 소비자가 느끼는 서비스 품질 인지도 및 만족도를 비교하고, 안경원 서비스 품질이 고객 만족에 미치는 영향에 대해 알아보고자 한다.

The study focuses on verifying the effects of service education and empowerment on job satisfaction, job performance, and customer orientation. 290 salespeople working for fashion companies participated by completing a survey. The collected data was then analyzed with SPSS 16.0 and AMOS 7.0. Structural equation modeling was used to examine the goodness of fit. Looking at the results of this study, the service education of salespersons in fashion companies was shown to affect their level of satisfaction with their compensation, whereas empowerment affected their psychological satisfaction. These findings indicate that the service training and empowerment as experienced by salespersons working for fashion companies affect their customer orientation and job performance. Specifically, psychological satisfaction as part of the overall level of job satisfaction was found directly to affect their customer orientation, whereas their satisfaction with their compensation did not affect their customer orientation. Customer-orientation as influenced by service education and empowerment was revealed to have direct effect on job performance. The results of this study indicate that the service education of salesperson working for fashion companies and their level of empowerment create job satisfaction and customer orientation in these individuals. This study will be a valuable source of information for those who create salesperson empowerment programs and salesperson management strategies for fashion companies. Such programs and management strategies can facilitate efficient job performance by salespersons working for fashion companies and increase their level of job satisfaction.