• Title, Summary, Keyword: 충성도

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The Effects of Nurses' Perceived Internal Marketing on Job Performance and Loyalty (간호사가 지각하는 병원 내부마케팅이 직무수행 및 충성도에 미치는 영향)

  • Kang, Cheon-Kook;Park, Myung-Bae
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.21 no.7
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    • pp.146-155
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    • 2020
  • This study was conducted from December 26, 2018 to January 4, 2019 in order to analyze the effects of hospital internal marketing on job performance and loyalty based on nurses' perception. The participants were 250 nurses at general hospitals located in Gyeonggi-do. The results of this study are as follows: First, internal marketing in hospitals had a statistically significant effect on organizational and future vision, education and training systems, communication, organizational attributes, and job performance (F=29.118, p<.001). The training system, organizational and future vision, compensation and welfare system, and work management environment were found to have a statistically significant effect (F=38.671, p <.001) on loyalty, and the effect of job performance on loyalty was statistically significant (F=87.324, p<.001). Second, the relationship between hospital internal marketing based on nurses' perception and loyalty was found to have a statistically significant positive (+) effect on stage 1 job performance (p<.001) and a statistically significant positive effect on stage 2 loyalty (+) (P <.001). The third-level internal marketing regression coefficient was significant, and job performance was also significant (P <.001). Based on these results, there is a need for hospital management to strengthen internal marketing in order to increase performance level and loyalty among nurses.

Effects of Relationship Benefits on Trust, Flow and Customer Loyalty of Social Commerce: Focus of Self - Determination (소셜 커머스 관계혜택이 신뢰와 몰입 및 고객 충성도에 미치는 영향: 자기결정성을 중심으로)

  • Choi, Young-Min;Kwon, Hyeok-Gi
    • Journal of the Korea Industrial Information Systems Research
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    • v.24 no.3
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    • pp.39-50
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    • 2019
  • Social commerce is a term derived from the fusion of social media and e-commerce. This study aims to classify social commerce benefits as social benefits, confidentiality benefits, economic benefits, and customization benefits based on previous research claims. We also examine the effect of social commerce relationship benefits on trust and flow, and the effect of trust and flow on customer loyalty. Also, we examine how the relationship between trust and customer loyalty, and commitment and customer loyalty varies with self determination. The following are main results of this study. First, social benefits, confidentiality benefits, economic benefits, and customization benefits have significant effects on trust and flow. Second, social commerce trust and flow have a positive effect on customer loyalty. Third, the relationship of social commerce trust, flow, customer loyalty is differ depending on self determination. This study suggests the necessity of differential approach according to self-determination.

Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Qualify, Customer Satisfaction and Loyalty : A Case Study of the National Library of Korea (이용자와 직원이 인식하는 도서관의 서비스품질과 만족도, 충성도 - 국립중앙도서관의 사례를 중심으로 -)

  • Oh, Dong-Geun;Lim, Young-Kyu;Yeo, Ji-Suk
    • Journal of the Korean Society for Library and Information Science
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    • v.40 no.4
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    • pp.165-181
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    • 2006
  • This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

A Study of Factors Influencing University Royalty through Education Satisfaction (교육만족도를 통한 대학생들의 대학 충성도에 영향을 미치는 요인에 대한 연구)

  • Kang, Min-Chae
    • The Journal of the Korea Contents Association
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    • v.17 no.4
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    • pp.365-374
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    • 2017
  • The purpose of this study is to verify relation between satisfaction of university education and royalty based on analysis of satisfaction survey result of enrolled all students in J regional university. The university royalty in addition to drop out rate is one of the key indicators of managing university performance and it is differentiated approach that has positive perspectives. Based on satisfaction survey results, first, there was a significant difference in satisfaction by school year and grade range. Second, the analysis result of logistic regression method that had been performed to verify the construct which affecting university royalty of students show that satisfaction with lecture, academic guidance, educational environment and self management in academic life were the significant impact on royalty. Also, the decision tree analysis show that top decision factor is self-satisfaction of university life to determine university royalty.

The Relationship between Salesperson Trust and Company Loyalty: The Moderating Roles of Industry and Individualism (판매원 신뢰 차원이 기업 충성도에 미치는 영향: 업종과 개인주의의 조절효과)

  • Moon, Youn-Hee;Choi, Ji-Ho
    • Journal of Distribution Research
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    • v.16 no.3
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    • pp.77-104
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    • 2011
  • As business marketers placed greater emphasis on building long-term relationships, trust has assumed a central role in the development of marketing theory(Dwyer, Schurr, and Oh 1987; Mogan and Hung 1994) and practice(Dertouzos, Lester, and Solow 1989). Marketing research on trust primarily focuses on two targets of trust: supplier firms and their salesperson. Trust of firm and trust of salesperson, though related, represent different concepts(Doney and Cannon 1997). Also, the definition of trust proposed by Ganesan(1994) reflects two distinct components: (1) credibility, which is based on the extent to which the buyer believes that the seller has the required expertise to perform the job effectively and reliably and (2) benevolence, which is based on the extent to which the buyer believes that the seller has intentions and motives beneficial to the buyer when new conditions arise, conditions for which a commitment was not made. The existing marketing research focuses on how trust of a firm and its salesperson has a differential effects on loyalty. However, these extant research pays little attention to the moderating effects that explicitly examine how two trust dimensions of salesperson(credibility and benevolence) affects loyalty of firm. The purpose of this study is to provide new insight into boundary conditions(individualism and industry type) that credibility and benevolence influences loyalty.

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The Relationships of On-line Game Attributes, Customer Satisfaction, Switching Barriers and Customer Loyalty -Mediating Effects of Switching Costs and Attractiveness of Alternatives- (온라인 게임의 중요속성, 만족, 전환장벽 및 고객충성도의 관계 -전환비용과 대안의 매력도의 매개역할-)

  • Fan, Qing-Ji;Kim, Won-Kyum
    • The Journal of the Korea Contents Association
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    • v.9 no.12
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    • pp.235-244
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    • 2009
  • The object of this research is to analyze the impact of the four dimensions of on-line game attributes, challenge, social interaction, entertainment and actuality, on customer satisfaction and loyalty. At the same time, mediating effects of switching barriers, such as switching cost and attractiveness of alternatives on the relationships between customer satisfaction and customer loyalty are also analyzed. The results showed that the challenge, social interaction, entertainment had significant effects on customer satisfaction. Customer satisfaction also effected customer loyalty. Another important result is that switching cost and attractiveness of alternatives played an intermediating role between customer satisfaction and customer loyalty.

Influences of Customers' Information Level and Risk Recognition to the Information Channel Selection and Loyalty (서비스 상품 구매상황에서 고객의 정보수준과 위험인지도가 정보채널 선택과 충성도에 미치는 영향)

  • Chung, Hyun-Young
    • The Journal of the Korea Contents Association
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    • v.8 no.10
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    • pp.342-350
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    • 2008
  • The study begins with the proposition that customers' recognition of risk and their information level for a service firm and its product influence to the selection of information channel and loyalty of customers. Experimental study found that the likelihood of personal information channel selection would be increased as customers felt higher level of risk and as they had lower level of information when they purchased service products. The study also found that customer loyalty would be influenced by the risk recognition level, but the relationship between loyalty and information level was not significant.

A Study on Service Quality and Switching Costs of Instant Messenger Service Users (인스턴트 메신저 서비스 이용자의 서비스 품질과 전환비용에 관한 연구)

  • Kim, Seong-Ho;Bang, Ho-Yeol
    • Journal of Global Academy of Marketing Science
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    • v.15 no.1
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    • pp.1-20
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    • 2005
  • The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

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Characteristics of mobile casual games and their effects on flow experience and customer satisfaction, loyalty (모바일 캐주얼 게임 몰입이 만족도 및 충성도에 미치는 영향)

  • Baek, Youngsuk;Lee, Ho;Lee, Dong Hyun
    • Knowledge Management Research
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    • v.16 no.4
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    • pp.17-34
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    • 2015
  • Mobile causal games have unique features differentiating itself with video or online games and a good understanding of user experience is important to save time, effort and money by focusing on key features. The purpose of this study is to empirically investigate relationships among flow experience, customer satisfaction, and customer loyalty in the context of mobile casual games. Fun, skillfulness, ease of use, instant connectivity, challenge were suggested as important characteristics of mobile casual games and included in the research model to see what factors might influence flow experience of mobile casual game users.

The Impact of OPAC Usability on User Satisfaction and Loyalty in University Library (대학도서관의 OPAC 유용성이 이용자의 만족도와 충성도에 미치는 영향)

  • Kim, Mi-Hye;Lee, Changsoo
    • Journal of the Korean BIBLIA Society for library and Information Science
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    • v.24 no.1
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    • pp.5-24
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    • 2013
  • OPAC is a very important interface for user to use and search library collection and electronic resources. The purpose of this study is to analyze empirically the impact of OPAC usability on user satisfaction and loyalty in an university library setting. The OPAC functions investigated are keyword searching, integrated searching, faceted navigation, relevance ranking, spelling check, recommendations, user participation, and Really Simple Syndication(RSS), etc. This study investigated what usability effects on user satisfaction and loyalty and suggested the way to improve user satisfaction and loyalty.