JOURNAL BROWSE
Search
Advanced SearchSearch Tips
A Study on the Effects of Convergence-type CRM on Relationship Quality and Customer Royalty in Kumdo Club
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
  • Journal title : Journal of Digital Convergence
  • Volume 13, Issue 11,  2015, pp.277-289
  • Publisher : The Society of Digital Policy and Management
  • DOI : 10.14400/JDC.2015.13.11.277
 Title & Authors
A Study on the Effects of Convergence-type CRM on Relationship Quality and Customer Royalty in Kumdo Club
Kim, Pum-Ho; Park, Chun-Woo; Lim, Jung-Il;
  PDF(new window)
 Abstract
This study was designed to shed light on the influence of CRM strategies on relationship quality and customer loyalty in Convergence-type Kumdo training clubs. The survey tool used for this research are questionnaires. The lead-time was achieved over a period of 23 days from 7 July 2014 to July 30th. The resulting data were processed by means of frequency analysis, exploratory factor analysis, correlation analysis using SPSS 20.0 program. The findings acquired based on the aforementioned research methods and data analysis are as follows: First, CRM strategies had significant influences on satisfaction. Second, CRM strategies had significant influences on some of belief. Third, CRM strategies had not significant influences on commitment. Fourth, satisfaction and belief had significant influences on attitudinal loyalty and behavioral loyalty. Fifth, Convergence-type CRM strategies had significant influences on attitudinal loyalty and behavioral loyalty.
 Keywords
Kum do Club;Convergence-type;CRM;Relationship Quality;Customer Royalty;
 Language
Korean
 Cited by
 References
1.
D. Y. Roh, K. S. Han, Causal relationship among service scape, customer satisfaction and customer Loyalty in taekwondo training center. The Korean Journal of Physical Education, Vol. 47, No. 3, pp. 181-190, 2008.

2.
Y. Y. Lee, The influences of Taekwondo studio's service quality on Taekwondo training commitment and continuous exercising behavior. Doctoral dissertations. Soongsil University, 2010.

3.
M. J. Jo, Y. Y. Son, A study on the factors affecting the customer equity value management and CRM capability. Asia Pacific Journal of Information Systems, Vol. 16, No. 4, pp. 71-101, 2006.

4.
S. D. Son, The relationship among service quality, service value, customer satisfaction and customer Loyalty in Taekwondo academies. The Korean Journal of Physical Education, Vol. 46, No. 5, pp. 423-434, 2007.

5.
G. H. Kang, The influence of CRM strategy on customer satisfaction and customer loyalty in Taekwondo gym. Master's dissertations. Yongin University, 2010.

6.
S. K. Na, A study on the effects of CRM on service quality, trust, and customer royalty in dance sports clubs. Doctoral dissertations. Chosun University, 2013.

7.
T. I. Kim, D. Y. No, The influence of CRM strategies on relationship quality and customer loyalty in Martial Arts Training Centers. Korean Journal of Sport Management, Vol. 15, No. 2, pp. 1-13, 2010.

8.
E. J. Go, I. S. Hwang, S. I. Lee. The effect of ski resort CRM factor on customer value, trust, satisfaction and customer loyalty. Journal of Sport and Leisure Studies, Vol. 52, pp. 269-280, 2013.

9.
K. W. Byun, A study on the ski resort CRM and customer loyalty. Doctoral dissertations. Danguk University, 2005.

10.
K. M. Seo, W. H. Choi, J. S. Han, A study on the effect of the customer satisfaction and purchasing CRM factor in the hotel industry. Korean Journal of Tourism Research, Vol. 23, No. 1, pp. 173-190, 2009.

11.
J. Y. Kim, M. S. Choi, The effect of customer relationship management(CRM) on service quality and customer satisfaction, Journal of Sport and Leisure Studies, Vol. 37, pp. 561-571, 2009.

12.
J. Y. Ra, Analyzing service quality and relationship quality in public services Journal of the Korea Service Management Society, Vol. 11, No. 3, pp. 267-289, 2010. crossref(new window)

13.
D. Y. No, The affect of relationship marketing implement factors on customer satisfaction and customer loyalty, The Korean Journal of Physical Education, Vol. 44, No. 6, pp. 739-749, 2005.

14.
H. J. Lee, Evaluation of CRM from the customers' viewpoint and mediating effect of commitment on loyalty. Master's dissertations. Catholic University, 2006.

15.
T. J. Kok, Psychological testing-Understanding the development and evaluation methods. Seoul: Hakjisa, 1996.

16.
E. J. Lee, J. H. Lee, J. H. Kim, The effect of sport center personal trainer's relationship marketing implementation factors, relationship quality and loyalty. Korean Journal of Sport Management, Vol. 16, No. 5, pp. 29-42, 2011.

17.
Y. J. Choi, J. You, B. S. Kim, The Causal Relationship among Relationship Marketing Implement Factors, Satisfaction, Trust, Switching Costs, and Customer Loyalty in Commercial Sport Centers, Korean Journal of Sport Management, Vol. 12, No. 4, pp. 115-136, 2006.

18.
Y. H. Song, J. B. Sim, The impact of generalized satisfaction on purchase intention for innovative new products: focused on smart phone. Journal of Product Research, Vol. 30, No. 5, pp. 147-159, 2012.

19.
H. J. Kwon, The effect of relationship marketing implement factors on customer satisfaction, relationship quality and customer loyalty in Taekwondo centers. Master's dissertations. Danguk University, 2009.

20.
H. J. Jung, The effect of relationship marketing on customer orientation and customer satisfaction in commercial sport centers. Master's dissertations. Mokpo University, 2005.

21.
H. C. Yoo, The effect of the relationship marketing on the customer behavior in sports centers. Master's dissertations. Ulsan University, 2007.

22.
Y. J. Yoon, The effect of relationship marketing implement factors on trust, satisfaction, and repurchase intention of the masstige fashion brand. Master's dissertations. Chungang University, 2009.

23.
J. H. Lee, A study on customer relationship management in fashion internet shopping. Master's dissertations. Ewha University, 2003.

24.
S. Y. Park, The effects of planning factors by regional festivals as a cultural event on customer's choice behavior. Doctoral dissertations. Sejong University, 2003.

25.
R. M. Morgan, S. D. Hunt, The commitment-trust theory of relationship marketing. Journal of Marketing, Vol. 58, No. 3, pp. 20-38, 1994.

26.
H. S. Lee, J. H. Im, The mediating roles of customers' perceived relational benefits and relationship commitment. Korea Business Review, Vol. 32, No. 5, pp. 1317-1347, 2003.

27.
H. Y. Jo, The structural relationship between public golf course CRM activities and customers' perceived relational benefit, relationship commitment and behavioral. Korean Journal of Sport Management, Vol. 15, No. 1, pp. 131-142, 2010.

28.
J. K. Kim, The influences of the management performance and customer loyalty of the hotel enterprise by CRM system operation. Doctoral dissertations. Donga University, 2002.

29.
R. Cuthbertson, A. Laine, The role of CRM within retail loyalty marketing. Journal of Targeting. Measurement and Analysis for Marketing, Vol. 12, No. 3, pp. 290-304, 2004. crossref(new window)

30.
K. M. Seo, U. H. Choi, J. S. Han, A study on the effect of the customer satisfaction and purchasing CRM factor in the hotel industry. Korean Journal of Tourism Research, Vol. 23, No. 1, pp. 173-190, 2009.

31.
S. H. Park, A study on customers response to department store CRM : focused on clothing product customers in the Daejeon area. Master's dissertations. Baejae University, 2003.