• Journal of Distribution Science
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• v.16 no.7
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• pp.17-24
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• 2018

Purpose - This study focuses on the quality of nonverbal communication by the flight attendants at the airline, and the factors that contribute to improve customer behavior, thereby providing positive implications for corporate management. Research, design, data, and methodology - For the empirical analysis of this study, reliability analysis and frequency analysis were conducted. T-test and ANOVA analyses were performed. In addition, the effects of nonverbal communication have on customer behavior have regressed analysis. The collected data was empirical suing the SPSS Win 18.0. Results - Among the non-verbal communication qualities were found to significantly influence customer attitudes, and demographic differences in airline flight attendants were also shown to influence their perceptions. Empirical analysis revealed significant differences in demographic characteristics between gender, age and airlines used. Conclusions - All of the non-verbal communication's attributes were found to significantly impact customer attitude. It is used to train the importance of nonverbal communication quality for the role of cabin crew members and to enhance the loyalty of the customers to Airline. This study identifies the relationship between the impact of non-verbal communication quality on customer attitudes and implies the importance of non-verbal communication quality for airline flight attendants. Also, this study suggests that there is a close mechanism between the nonverbal communication and the customer attitudes to airlines.

• International Journal of Human Ecology
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• v.7 no.1
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• pp.25-36
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• 2006

The purpose of this study was to investigate and compare visiting intentions by positive and negative Word-of-Mouth (WOM) and/or information of beauty shop between female college students and adult women. Data were collected from 500 consumers (250 from female students and 250 adult women) and was analyzed by using frequencies, factor analysis, t-tests and multiple regression utilizing SPSS/PC+. The findings revealed positive experience factors to prudent service, time saving/consideration for customer's position, kindness/operating system in waiting time, added services, employees' attitudes, excellent beauty and response skill, rational price and recall system/remind for customer. The negative experiences were inconsistent service, operators' convenient service, irrational price/poor skill/non-recall, non-customer central service, inappropriate face-to-face management to customer. Also, the results showed that the positive WOM information such as prudent service, time saving/consideration for customer's position, excellent beauty and response skill and rational price had influence on the visiting intention in case of female college students. The negative WOM information like non-customer central service, had influence on the visiting intention in cases of adult women.

• Journal of the Korean Society of Clothing and Textiles
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• v.37 no.1
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• pp.51-63
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• 2013

This study investigates the effect of verbal and nonverbal communication on customer emotions and service quality perceptions. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, it was found that the verbal communication of service providers have a significant impact on customer emotion. Second postures/proxemics and physical appearance/paralanguage (out of 3 factors of nonverbal communication) have significant (+) influences on the positive emotion of customers and kinesics have significant (-) effects on the negative emotion of customers. Third, the verbal communication of service providers has a considerable impact on customer service quality perceptions. Forth, given the relationship between non-verbal communication and service quality, it was represented that all factors (postures/proxemics, physical appearance/paralanguage, and kinesics) of nonverbal communication, have significant positive influences upon customer service quality perceptions. Fifth, it was found that customer emotions have a significant impact on customer service quality perceptions.

• Journal of Distribution Science
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• v.18 no.8
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• pp.89-102
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• 2020

Purpose: Our purpose in this study is to compare the SERVQUAL, SERVPERF, and non-difference score measures and to find out which one is better for measuring the service quality of the multiplex cinema service. We also aim to analyze the structural relationships between service quality, customer satisfaction and customer loyalty. Methodology: For the study, we collected data from respondents who have used the multiplex cinema services and conducted an empirical test. SPSS 18.0 was used for descriptive frequency analysis, reliability analysis, and multiple regression analysis, AMOS 18.0 was used for structural equation modeling analysis of causal relationships among variables introduced in research hypotheses. Results: The main results of this study are as follows. First, we found that the non-difference score measure provided a much better model than did other service-measuring models (SERVQUAL, SERVPERF) in Korean and Chinese multiplex cinema. Second, two service-quality factors (Korea-tangibles and assurance vs. China-tangibles and empathy) between the multiplex cinema service quality factors significantly influenced customer satisfaction, which had a significant effect on customer loyalty in Korean and Chinese multiplex cinema. Conclusions: Based on the results, the authors discuss the implications and limitations of this study and future research directions at the end of the paper.

• International Commerce and Information Review
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• v.6 no.1
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• pp.25-50
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• 2004

This study attempts to find out what kind of service quality is considered important by customers in using the Internet shopping mall and suggests the way to activate the customer relationship. The findings based on empirical analysis are shown here. First, empirical analysis of the contextual factors such as gender, education, and experience levels, shows that what customers perceive as most important in the product purchase is security in terms of the payment and personal information service. The second important service quality factor perceived by customers is responsiveness, particularly the rapidity and accuracy of response to their needs and wants. The customers also considered price, quality and diversity of the product as being important. Furthermore, there is no big difference among other service quality factors. Second, in the different gender context, there is no significant difference between the genders. However, the male group shows an even distribution of factors valued in the service quality, whereas female respondents placed stronger emphases on particular aspects of service, such as security, response, reliability and product quality. Third, in the context of different education level, the payment method between graduates and non-graduates has a significant difference. That is, the non-graduates prefer the credit card and saving through ATM, while the graduates use dual payment method using credit card and another payment method together. Therefore, the various payment methods should be considered according to the customer type, namely graduates or non-graduates. Fourth, in the context of different experience level, the result of the empirical analysis of the factors of the service quality shows no great difference between experienced and inexperienced customers. Both types of customer perceive security as the most important. To sum up, the service quality perceived by the customers of Internet shopping malls is empirically analyzed in different contexts such as gender, education, and experience. Then, the device for the customer relationship activation is suggested. It can be utilized as a guideline for the continuing diffusion of the Internet shopping mall, giving it a competitive advantage against other companies.

• The Korean Journal of Franchise Management
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• v.11 no.4
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• pp.17-29
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• 2020

Purpose: As the untact culture has spread due to the recent COVID-19, the service industry as well as the beauty salon is shrinking. In order to overcome such a crisis in beauty salons, the lower dimension of beauty salon service quality is divided into servicescape, technical service, and employee service, and actions are taken with the 'perceived value of the customer' as a parameter. In this study, S-O-R(Stimulus-Organism-Response) theory was applied for customer-centered analysis, and gender and regularity were selected as moderator variables to add practical implications. Research design, data, and methodology: All constructs were measured using items developed and used in the previous study. A total of 261 questionnaires were collected online using NaverForm. The data were analyzed using factor analysis, correlation analysis, and measurement model analysis with SPSS 22.0 and AMOS 22.0. After testing the research model and hypothesis for the entire group, a multi-group analysis was conducted by dividing into male and female groups, regular customers, and non-regular customers. Results: First, this study showed that the service environment of beauty salon customers had a negative (-) effect on perceived utilitarian value, and the technical service and perceived hedonic value had a positive (+) effect on the customer's behavioral intention. Technical service and employee service had a positive (+) effect on perceived hedonic value, but perceived hedonic value did not affect customer's behavioral intention. Second, there is no statistically significant difference in each path between male and female groups. Third, there was a statistically significant difference between regular customers and non-regular customers, only the path that the servicescape influences the perceived hedonic value. Conclusion: According to the results of this study, technical service and utilitarian value should be considered in order to induce behavioral intention of customers, and technical service quality should be considered first. Also, operating a beauty salon requires a differentiated approach to the salon servicescape according to the ratio of non-regular and regular customers. The beauty salon servicescape generally showed negative practical value for non-regular customers, but positive for the Hedinic value for servicescape such as comfortable service and clean interior for regular customers.

• Journal of the Korea Institute of Building Construction
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• v.9 no.5
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• pp.163-172
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• 2009

As customers are becoming increasingly important in corporate management, there is a growing demand for migration to customer-focused organizational structures. Unlike the manufacturing industry, the construction industry is non-iterative and non-standardized. As a result, a wide variety of materials, human resources, technologies and equipment must be mobilized in complex work activities to complete a structure. Consequently, surprises are bound to occur as such work activities progress. This paper intends to study a strategy that is designed to improve customer services for apartment building units. It aims primarily to focus on cost control and brand management. Housing tenants and industry experts are surveyed to collect input for issue analysis. In addition, the external circumstances and internal capabilities of major builders in Korea are analyzed, and a SWOT analysis is performed regarding market conditions related to customer service. These analysis results are utilized to develop a strategy implementation plan over different time frames, and the operational resources available for such strategy implementation are analyzed in order to forecast its performance. This research will facilitate communication between construction companies in Korea and their customers by proposing a customer service improvement strategy for apartment building units, and is expected to provide resource material for a strategic analysis of efforts to fully incorporate customer requirements

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.11a
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• pp.539-544
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• 2006

This study has been attempted to find that factors for successful six-sigma implementation influence non-financial performance & financial performance in korean finance industry. In addition, goal of this study is to find out core factor in korean finance industry. To achieve the aim of this study, a document study and interview and an empirical analysis were performed. The collected questionnaires for the empirical analysis were processed statistically through data cording. Cronbach'a was conducted to get the construct reliability. To identify which factors for successful six-sigma implementation influence performances of six-sigma implementation, factor analysis was conducted to get the construct validity. After factor analysis, multiple regressions were utilized to identify the core factors (or factors for successful six-sigma implementation). The result of the study that has been derived through this process is summarized below. Firstly, by analyzing the effect factors for successful six-sigma implementation has on non-financial performance of finance industry, it shows that Process-integration & standardization variable has influenced. Secondly, by analyzing the effect factors for successful six-sigma implementation has on financial performance of finance industry, it shows that 'Process-integration & standardization' variables and 'Customer & Market mind' variables have influenced. The results of this study show that 'Process-integration & standardization' and 'Customer & Market mind' are core factors to influence non-financial performance & financial performance in korean finance industry

• The Journal of the Korea Contents Association
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• v.18 no.12
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• pp.319-331
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• 2018

This study was conducted to investigate the effects of non - verbal communication of fast - food service provider on brand image, customer satisfaction, and revisit inquiry. For this purpose, 309 respondents from fast food restaurants in Daegu area were collected and used for analysis. For data analysis, frequency analysis, factor analysis, and multiple regression analysis were used using SPSS program. Through factor analysis, non - verbal communication of fast food restaurant service providers was identified as four components: facial language, appearance language, pseudo - language, and spatial act. The multiple regression analysis showed that the four components of nonverbal communication had a positive effect on brand image, customer satisfaction, and revisit inquiry. This study confirms the influence of non - verbal communication of fast - food service provider and suggests practical and theoretical implications.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.413-420
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• 2021

The study aims to measures the service quality of Islamic banking in Malaysia from non-Malaysian customers' perspective based on the six different dimensions of the SERVQUAL model, namely, Shariah, assurance, reliability, tangibles, empathy and responsiveness. This study surveyed 100 non-Malaysian respondents from 25 different countries who have first-hand experience with Islamic banking services in Malaysia. The collected data were analysed by using the SPSS v23 for reliability analysis and descriptive statistics. The results indicates that customers' impressions of Islamic banks' service quality in Malaysia did not meet their standards. The independent variables, namely, compliance, assurance, reliability and empathy have positively affected customer satisfaction, while two dimensions, namely, tangibility and responsiveness does not significantly influence non-Malaysian customer satisfaction in the Islamic banking system in Malaysia. The findings of the study suggested that the Islamic banks should develop and obey the customer perception's policy by following customers' expectations and the results are also expected to include recommendations for improving the level of satisfaction of the Islamic banking system's foreign clients in Malaysia. Since this study was limited to Islamic banks in Malaysia, the findings may not be applicable to other traditional banks.