Earticle

본 연구는 기술적 특성과 정보시스템 품질을 통합하여 핀테크 서비스 이용자들과 고객만족 간의 통합 모델을 제안하기 위해 진행되었다. 연구의 목적은 전반적으로 우수한 이용자들이 평가한 핀테크 서비스가 기술적 특성과 정보 시스템 품질을 통해 핀테크 서비스 고객만족에 대해 어떤 인과관계를 보이는지 검증하고자 한다. 또한, 기술수용모형 을 바탕으로 핀테크 서비스 수용의도 영향요인인 지각된 신뢰성, 지각된 보안성, 즉시접속성, 시스템 품질, 정보 품질, 서비스 품질이 지각된 유용성, 지각된 이용용이성을 통해 고객만족에 어떠한 영향을 주는지 실증적으로 분석하고자 한다. 설문조사는 온라인으로 배포 및 회수되어 분석에 사용됐다. 연구결과 지각된 신뢰성, 지각된 보안성, 즉시접속성, 시스템품질은 지각된 이용용이성과 지각된 유용성에 유의미한 영향을 미치지 않는 것으로 나타났지만, 정보 품질은 둘 다 유의미한 영향을 미치는 것으로 나타났다. 서비스 품질은 지각된 이용용이성에는 유의미한 영향을 미치지 않는 것으로 나타났지만, 지각된 유용성에는 유의미한 영향을 미치는 것으로 나타났다. 지각된 이용용이성과 지각된 유용성 은 고객만족에 유의미한 영향을 미치는 것으로 나타났다. 본 연구를 통해 핀테크 서비스 사용자가 만족하기 위해서는 소비자 보호를 위한 안전장치를 지속하여 강화하되, 동시에 금융업의 효율성을 높여야 한다는 것으로 확인되었다.

This study was conducted to propose an integrated model between the user of Fin-tech services and customer satisfaction by integrating the technical characteristics with the quality of the information system. The purpose of this study is to verify how Fin-tech service, which is evaluated by overall superb users, generally has a causal link with Fin-tech service customer satisfaction through technical characteristics and information system quality. Furthermore, based on the technology acceptance model, it intends to empirically analyze how the factors that influence the acceptance of Fin-tech services influence customer satisfaction through perceived usability and perceived usefulness. The survey was used to analyze using online distribution and retrieval methods. The following are the results of this study: Perceived reliability, perceived security, instant connectivity, and system quality were found to have no significant effect on perceived usefulness and perceived usability. information quality was found to have significant effect on perceived usefulness and perceived usability. Service quality was found to have no significant effect on perceived usability, but it was found to have a significant effect on perceived usefulness. Perceived usability and perceived usefulness were found to have a significant effect on customer satisfaction. Through this study, it was confirmed that in order for Fin-tech service users to be satisfied, safety devices for consumer protection should be continuously strengthened, but at the same time, the efficiency of the financial industry should be increased.

This study aimed to examine the relationship between the marketing mix and customer satisfaction, customer loyalty, and customer revisit intention in the makeup service sector. The research sought to identify factors of the 7P marketing mix (physical evidence, process, place, price, product, promotion, people) that influence customer satisfaction (artist, cosmetics, service, price), customer loyalty, and customer revisit intention (satisfaction, total service) for those who received makeup services. The goal was to propose a research model of marketing mix, customer satisfaction, customer loyalty, and customer revisit intention by testing the mediating effects between variables. The analysis results are as follows: First, customer revisit intention was derived as two factors: satisfaction and total service. Second, among the 7P marketing mix, the process of service delivery was found to have the most significant impact on customer satisfaction, customer loyalty, and customer revisit intention. Third, regarding customer satisfaction's influence on customer loyalty and revisit intention, the artist factor was identified as the most influential. Fourth, customer satisfaction and customer loyalty were found to have partial mediating effects. The significance of this study lies in its identification of the most influential factors and the derivation of a model showing how the marketing mix affects customer satisfaction, customer loyalty, and customer revisit intention.

풀필먼트 센터는 온라인 판매자가 제품을 저장과 주문을 처리하고 배송하는 모든 과정을 담당하는 시설 이다. 이는 입고, 재고관리, 주문접수, 상품포장, 배송까지의 모든 단계를 포함하고 있다. 본 연구의 목적은 풀필먼 트 센터에서 물류서비스품질이 고객만족도와 고객충성도에 미치는 영향을 검증하는데 있다. 이를 위해 수도권과 부산에서 풀필먼트 센터를 이용하고 있는 280명의 소비자들을 대상으로 약 7주간에 걸쳐 설문조사를 실행하였다. 설문내용은 선행연구를 참고하여 변수를 “전문성, 편리성, 대응성, 안전성, 신뢰성, 고객만족도, 고객충성도”로 구성 하였다. 연구결과, 독립변수 중에서 대응성과 신뢰성은 매개변수인 고객만족도에 유의한 영향을 미치는 것으로 조 사되었으나 전문성과 편리성, 안전성은 고객만족도에 유의하지 않은 것으로 확인되었다. 또한 고객만족도는 종속 변수인 고객충성도에 유의한 영향을 미치는 것으로 나타났다. 고객만족도를 높이기 위해서는 대응성과 신뢰성을 향상시켜 나가야 한다. 풀필먼트 서비스에 직원 대응이 친절하고 고객 요구를 잘 반영하면서 실수가 발생하면 신 속히 해결해야 한다.

A fulfillment center is a facility where an online seller is responsible for all processes of storing, processing orders, and shipping products. This includes all stages from receiving, inventory management, order receipt, product packaging, and delivery. The purpose of the study is to verify the impact of fulfillment center logistics service quality on customer satisfaction and customer loyalty. To this end, a survey was conducted over a period of about seven weeks on 280 consumers who use fulfillment centers in the Seoul metropolitan area and Busan. The survey content was composed of the variables “Professionalism, Convenience, Responsiveness, Safety, Reliability, Customer Satisfaction, and Customer Loyalty” based on previous research. The research results showed that responsiveness and reliability, among the independent variables, had a significant impact on customer satisfaction, which was a mediating variable, but expertise, convenience, and safety were not significant. In addition, customer satisfaction was found to have a significant impact on the dependent variable, customer loyalty. To increase customer satisfaction, responsiveness and reliability must be improved. The fulfillment service must be staffed with friendly and responsive employees who are able to quickly resolve any mistakes that occur while reflecting customer needs.

본 연구는 프로세스 관점에서 제품품질 및 서비스품질(SERVQUAL)이 고객만족도 및 고객충성도에 미치는 효과를 분석하는데 그 목적이 있다. 이러한 연구목적을 달성하고자 중국 진출 국내 L사 농기계를 구매한 중국 소비자 153명을 표본으로 하여 경로분석을 통한 실증분석을 실시하였다. 분석 결과를 요약하면 다음과 같다. 첫째, 제품품질은 고객만족도에는 긍정적인 영향을 미치는 것으로 나타났으나, 고객충 성도에는 직접적인 영향을 미치지 못하는 것으로 나타났다. 둘째 서비스 품질수준은 고객만족도를 매개하여 고객충성도에 긍정적인 영향을 미칠 뿐 아니라, 고객충성도에 직접적으로도 영향을 미치는 것으로 나타났다. 마지막으로 강화된 고객만족도는 고객충 성도 형성에 직접적인 영향을 미치는 것으로 나타났다. 따라서 중국시장에 진출했거나 진출을 고려하고 있는 국내기업은 제품 품질수준 향상과 서비스 품질강화 등의 활동을 통하여 일차적으로 고객만족도 형성에 대한 투자를 증대할 필요가 있다. 또한, 제품 판매 후 구매고객을 대상으로 주기적인 고객만족도 조사 및 사후 조치를 강화할 필요가 있다.

The purpose of this study is to analyze the effect of product quality and service quality (SERVQUAL) on customer satisfaction and customer loyalty from a process perspective. In order to achieve this research purpose, 153 Chinese consumers who purchased L-company in China were selected as a sample and the results were analyzed through path analysis. The results of the analysis are summarized as follows. First, product quality has a positive effect on customer satisfaction. On the other hand, the effect of product quality on customer loyalty was not statistically significant. Second, service quality level positively influences customer loyalty as well as customer loyalty directly through customer satisfaction. Finally, enhanced customer satisfaction has a direct impact on customer loyalty formation. Therefore, domestic companies that have entered or are considering entry into the Chinese market need to increase investment in the formation of customer satisfaction through activities such as improving product quality and enhancing service quality. In addition, there is a need to strengthen periodic customer satisfaction surveys and follow-up on customers who purchase after-sales products.

본 연구는 베트남의 미용사 서비스 지향성이 고객 만족과 고객 충성도로 이어지는 경로를 파악하여 베트남 진출을 모색하는 한국 기업에 현지 미용 서비스 시장에 대한 실상에 대한 정보를 제공하고자한 다. 조사대상은 베트남 내 뷰티서비스업체 직원 260여 명, 20대 이상 방문고객에게 270여 통을 배포했으 며 조사기간은 2020년 1월부터 3개월간 베트남어로 번역해 자체보고조사를 실시했다. 배포된 설문지는 503부(직원 251부 및 고객 252부)의 복사본을 사용했으며, 최종 분석을 위한 데이터로 불성실 응답을 제 외했습니다. 분석 방법은 요인 분석 및 상관 분석을 확인하였고, AMOS 2.0을 사용하여 경로 분석을 수 행하여 연구 모델의 적합성과 가설을 검증하였다. 연구 결과 분석에 의하면 서비스 지향에 따르면 고객 만족도와 충성도에 상당한 영향을 미치며, 고객 만족도는 고객 충성도에는 큰 영향을 미치지 않는 것으 로 나타났다. 본 연구에서 사용된 설문 문항은 연구의 목적에 맞게 수정되었으며, 베트남 지역의 환경과 특성에 정 확히 일치하는 내용이 부족하다는 점이 있었으나, 서비스 지향성은 성과에 상당한 영향을 미치는 요소 로, 고객 만족도의 성과 뿐만 아니라 보상과 관련된 지원 및 연구에 대한 직원의 만족도를 고려해야 할 것으로 사료되었다. 향후 연구에서는 새로운 요인 탐색 및 보다 정교한 측정 질문의 적용이 필요하다고 할 수 있다. 본 연구는 베트남의 지역적 특성을 고려한 제한된 자원의 한계점을 알 수 있었으며, 더 많은 자원이 투자되어야 하는 부문에 대한 정보를 제공하고, 고객들이 현명한 결정을 내리고 그들의 장기적인 요구를 충족시킬 수 있는데 도움이 되기를 바란다. 또한, 본 연구는 베트남의 미용사들과 고객들 간의 상호영향 관계를 파악하여 정확한 평가를 확인했다는 점에서 의미가 깊다고 할 수 있다. 이와 같이 개인의 욕구에 대한 관심이 커질수록 뷰티 서비스 시장의 발전 가능성이 커지며 서비스를 제공하는 직원의 서비스 지향성은 충성 고객을 확보하고 기업을 지속적으로 성장 및 발전시키는데 중요 한 역할을 할 것으로 예상할 수 있다.

This study aims to provide the status of the local beauty service market to Korean companies seeking to enter Vietnam by identifying the route that the service orientation of beauty service workers in Vietnam leads to customer satisfaction and customer loyalty. The survey targets distributed 260 copies of employees working for beauty service companies in Vietnam and 270 copies to visiting customers in their 20s or older and the survey period was translated into Vietnamese for three months from January 2020 to conduct self-report survey. The distributed questionnaire used 503 (employee 251 and customer 252) copies, excluding unfaithful responses as data for the final analysis. The method of analysis was explored and confirmed factor analysis and correlation analysis, and path analysis was performed using AMOS 2.0 to verify the suitability and hypothesis of the research model. According to the analysis service orientation has a significant impact on customer satisfaction and loyalty. In addition, customer satisfaction was found to have no significant impact on customer loyalty. The survey questions used in this study were modified to suit the purpose of the study, and it is believed that there was a lack of content that exactly matched the environment and characteristics of the Vietnamese region. Service orientation is a factor that has a significant impact on performance, so employee satisfaction should be considered for performance of customer satisfaction, as well as training on support and research on its relevance to compensation. Future studies suggest that new factor exploration and more sophisticated application of measurement questions are needed. We hope this study will provide information on which sectors more resources should be invested with limited resources that take into account Vietnam’s regional characteristics to help customers make wise decisions and meet their long-term needs. This study is meaningful in that it confirmed the customer’s accurate assessment of employees by identifying the mutual impact relationship between beauty workers and customers in Vietnam. The greater the interest in individual needs, the greater the potential for development of the beauty service market, and the service orientation of contact employees who provide services will be able to secure loyal customers and continue to grow and develop companies.

본 연구의 목적은 전자상거래 이용자들이 인식하는 물류서비스, 기업이미지, 제품신뢰도, 고객서비스가 소비자 만족과 재구매의도에 미치는 영향을 분석하는데 있다. 설문 조사는 “물류서비스, 기업이미지, 제품신뢰도, 고객서비스, 소비자만족, 재구매의도”로 구분하여 실시하였다. 연구결과, 독립변수에서는 기업이미지, 제품신뢰도, 고객서비스가 소 비자만족에 영향을 주는 것으로 나타났다. 매개변수와 종속변수에서는 소비자만족이 재구매의도에 영향을 미치는 것으 로 조사되었다. 결론적으로 SCM을 도입한 기업에서 재구매의도를 높이기 위해서는 기업이미지, 제품신뢰도, 고객서비 스를 향상시켜 소비자를 만족시켜야 할 것이다. 물류서비스는 소비자만족에 미치는 영향으로 채택되지 않았다. 우리는 향후 고객 만족과 재구매 의사를 향상시키기 위해 더 높은 수준의 물류 서비스를 개발해야 할 것입니다.

This study was done to analyze the effect of logistics services, corporate image, product reliability and customer service on consumer satisfaction and repurchase intention that e-commerce users perceive. The survey was divided into "logistics services, corporate image, product reliability, customer services, customer satisfaction, repurchase intention". As a study result, independent variables such as corporate image, product reliability and customer services were found to affect customer satisfaction. Consumer Satisfaction had an effect on repurchase intention in mediated and dependent variable. In conclusion, in order to increase the repurchase intention in companies that introduced SCM, it was necessary to improve the corporate image, product reliability and customer service to satisfy consumers. Logistics services had not been adopted as an impact on customer satisfaction. We should strive to improve customer satisfaction and repurchase intention by creating a higher level logistics services.

The cosmetics industry in South Korea has experienced significant growth in recent years, attracting a diverse international clientele. This research paper aims to evaluate the factors that influence the satisfaction of foreign customers in five prominent Korean cosmetic stores: Olive Young, Innisfree, Etude House, LOHB (Love, Health & Beauty Store), and Nature Republic. The independent variables being examined include price, popularity, and the availability of store information, while the dependent variable is customer satisfaction. A total of 133 responses were collected through a survey to gather insights from foreign customers living in Korea. The results were obtained by analyzing quantitative data using regression and statistical software SPSS. The findings of the regression analysis revealed that Olive Young was the most popular store among the five, and popularity was the factor that had the greatest impact on customer satisfaction. This research aims to contribute to understanding the dynamics of foreign customer satisfaction in the context of Korean cosmetic stores and provide valuable insights for store management and marketing strategies, helping these stores optimize their services for a diverse international clientele. Additionally, this study aims to bridge the gap between the growing global interest in Korean cosmetics and the specific needs of global consumers in the unique setting of these well-known cosmetic shops.

Feminine cleanser is widely used for feminine hygiene because the vulva and vaginal surface are the most sensitive and fragile area. In particular, decreased estrogen level during menopause can cause genital symptoms (e.g., dryness, burning and irritation), sexual symptoms (e.g., lack of lubrication, pain, and impaired function) and urinary symptoms (e.g., urinary incontinence and urinary tract infection). Recently, commercial feminine cleanser shows the enhanced functions related with feminine health such as moisturizing, elasticity and anti-bacterial effect as well as cleaning. The aim of this study was to investigate the effect of the feminine cleanser (CellZyme Secret Therapy Plus, Pharmacal International Co. Ltd., Seoul, Korea) on various female-related symptoms in the women who have used this cleanser for over 1 month. The feminine cleanser used in this study was jelly-type formulation and it contains functional substances including human mesenchymal stem cell conditioned media (150,000ppm), peptides and various natural plant extract. The questionaire items were odor, leukorrhea, itching, dryness, vaginal contractile force, urinary incontinence and menstrual cramps. We divided into 5 grades according to the improvement degree of symptom: none (1), a little (2), moderate (3), good (4), and very good (5). Data was analyzed by using the IBM® SPSS® statistics tool. A total of 46 women responded on the survey, among them 28.26% was involved in the menopausal stage and 84% responded to be satisfied with the effect of the cleanser. According to the symptoms, respondents replied to have experienced positive effect (2 - 5 grades) as follows: foul smell 87%, leukorrhea 90%, and itching 96%, vaginal dryness 87%, vaginal contractile force 83%, urinary incontinence 61% and menstruation cramp (58%). In conclusion, the use of feminine cleanser is expected to useful for feminine hygiene and women's health through improvement of vulvar and vaginal environment such as pH and microflora.

The limited literature on Open Source Software (OSS) customers’ adoption does not provide explanations on how OSS services are adopted by customers in the presence of functionally superior commercially licensed software (CLS). This paper aims to uncover the process that shapes customer satisfaction of OSS services in comparison to CLS. Expectation Disconfirmation Theory (EDT) is adapted and integrated with pre implementation factor model that influences software customers’ expectations including cost, reputation, and experience. The constructed research model is empirically validated using a field survey of OSS and CLS database management system (DBMS) customers in Korea. The theoretical contribution of the paper lies on the application of EDT to explain the wide adoption of OSS DBMS services in the presence of functionally superior CLS DBMSs. Furthermore, this paper integrates EDT with pre-implementation factors for customers’ expectations, which has been considered a limitation of the theory. Among the practical contributions, this study draws attention to the substantive differences between OSS and CLS customers’ expectations. Additionally, it offers initial explanations for the differences in customer behavior for OSS and CLS and the way that customers’ expectations and actual performance are mingled together to form customer satisfaction.

The facility airport management is the critical factor that enables passenger satisfaction and perceptions of the passengers about the performance of the airport, which should be given more attention. The airport service quality requires continuous improvement to achieve the expected passenger satisfaction. The purpose of this study is to describe the specific airport facility components that can lead to an increase in the rate of passenger satisfaction in an international airport environment by assessing both passengers' perception of the airport information and signage, amenities, facilities, accessibility on passenger satisfaction, regard to their visit frequent and their perceived level of the airport facility management. This study focuses on the performance of Hamad International Airport, which has been in the latest headlines from the world airport, as it provides a very high, overall quality performance. Linear regression analysis and process macro were performed in SPPS using comparative and descriptive analysis. Data was collected from international passengers through the questionnaire survey method conducted on a total of 526 international passengers concerning their experience and perceived level of performance at Hamad airport. The result of the regression analysis shows a gap between amenities and visit frequency regarding the satisfaction levels of passengers in regard to the airport performance and how the airport staff should give more attention to the facility management in those areas.

본 연구는 축제와 관련된 기존 연구들의 측정방법과 이론적 접근의 문제점을 분석하고 이를 토대로 새로운 측정방법과 이론을 모색해 보았다. 또한 새로운 측정방법(즉, ACSI) 과 이론적 접근(즉, 사회자본)을 통해 축제의 질에 따른 시민들의 만족 정도, 축제 참여 여부, 축제에 대한 인식, 그리고 축제 만족과 사회자본간의 관계를 실증적으로 분석․검 증하였다. 분석결과 및 시사점을 요약하면 다음과 같다. 첫째, 지역축제의 서비스 질은 축제에 대한 시민의 만족도에 유의한 영향을 미치는 것 으로 검증되었다. 특히, 동조성, 보증성, 대응성, 그리고 능력은 축제에 대한 시민의 만족 도에 유의한 영향을 미치는 것으로 검증되었다. 둘째, 시민들의 지역축제 참여는 주민들 의 화합의 장이라는 인식과 사회자본 형성에 유의한 영향을 미치는 것으로 검증되었다. 즉, 주민들은 축제참여를 통해서 공동체자원을 발전시킬 뿐만 아니라 지역의 사회자본을 형성하고, 이를 통해 주민화합을 증진시킬 수 있다.

In the dynamic world of e-commerce, effectively deciphering customer reviews is of paramount importance. This study uniquely combines the RFE-SHAP feature selection technique with topic modeling (LDA) to address prevalent challenges like overfitting in predictive modeling. Our empirical analysis underscores the superior performance of the Random Forest model, particularly when refined with a subset of 14 pivotal features. Notably, topics such as quality and appearance, fit and comfort, and durability concerns emerged as significant determinants of customer satisfaction within the clothing sector. Utilizing data exclusively from Amazon's clothing reviews, our research emphasizes the criticality of strategic feature selection and delves deep into the multifaceted factors shaping customer sentiments. By seamlessly merging quantitative metrics with qualitative content insights, this study not only offers a robust framework for understanding online reviews but also paves the way for future research in optimizing e-commerce strategies based on customer feedback.

Online shopping is a popular activity among international students in South Korea due to its convenience and attractive promotional offers. This study focuses on the impact of the modern marketing mix (7Ps) on Coupang's customer satisfaction among international students in Busan, South Korea. Data was collected from 127 students at Kyungsung University through survey responses. The study utilized exploratory factor analysis and regression using SPSS software for data analysis. The results suggest that online shopping had the most significant impact on customer satisfaction, followed by product, people, and promotion. However, price, place, and physical evidence did not positively influence customer satisfaction in this case. This study provides valuable insights into factors that affect customer satisfaction and can be used as a reference for future studies on online shopping behavior and satisfaction, particularly for Coupang.

Customization strategies have received a lot of attention in the clothing industry in the past few years. However, only a few studies investigated the key determinants of customer satisfaction and brand loyalty in the clothing customization industry. Thus, this study examined the relationship between brand image, brand personality, customer experience, perceived quality, customer satisfaction, and brand loyalty for customized products. Furthermore, this study investigated whether the perceived value of the customized product modified the relationship between customer satisfaction and brand loyalty. Using the data of 318 Chinese customers who purchased customized clothing and regression analysis, this study found that brand image, brand personality, customer experience, and perceived quality have a positive, direct impact on brand loyalty as well as an indirect impact via customer satisfaction acting as a mediator. It was also found that perceived value has an interference moderating effect on the relationship between customer satisfaction and brand loyalty. The findings of this study provide practical advice for professionals looking for methods to increase customer satisfaction and their intention to repurchase customized clothing.

코로나19는 국민의 삶에 극심한 어려움을 초래하는 동시에 많은 업종의 발전에 영향을 미쳤다. 특히, 물 류 업계에도 많은 영향을 끼쳤으며 빅데이터, 5G 등 신기술을 핵심으로 하는 스마트 물류가 꾸준히 발전 하고 있다. 이처럼 최근 몇 년 동안 국제특급우편 산업은 기반 시설을 개선 및 향상이 이루어졌으며 기술 적 부분에서도 다양한 응용 및 적용이 이루어지며 발전하고 있다. 이러한 외부적인 요인뿐만 아니라 산업 내부적으로도 새로운 기술의 적용 및 물류 프로세스 개선 등의 노력을 통해 다양한 성과를 창출하고 있 다. 하지만 다양한 외부적 환경변화와 성과개선에 대한 기대로 기업의 주요 분야에서 성과창출을 한계를 느끼며 소비자로 부터도 외면을 받고 있어서 새로운 돌파구의 마련이 필요한 시점이다. 이에 이러한 돌파 구로서의 서비스 개선은 매우 의미있는 활동이 될 것이다. 이에 본 연구의 목적은 국제특급우편 산업의 서비스품질을 향상시키고 그에 따른 고객 만족도를 향상시킬 수 있도록 돕기 위해 현 상황에 적합한 EMS 서비스 개발에 대한 문제 해결을 하고자 한다. 본 연구는 중국의 염성시의 EMS산업을 연구 대상으 로 있는데 이는 염성시와 한국과의 물류분야의 다양한 협력관계가 이루어지고 있으며 중국시장에 대한 이 해를 통해 한국 EMS 산업의 서비스 개선에 대한 시사점을 찾고자 한다. 이에 고객 만족도를 연구 대상으 로 삼고 고객 만족도에 영향을 미치는 주요 요인을 파악하여 가설을 제시하고 구조 방정식 모델을 통해 검증하고자 한다. 연구의 결과로 고객만족도는 국제특급우편산업의 기반시설, 정보시스템, 단말기유통, A/S, 서비스품질에 영향을 받는 것으로 나타났다. 따라서 관련 기반 시설 투자를 늘리고 정보 시스템의 완성도를 높이고 단말기 유통 방식을 최적화하며 애프터서비스의 강점을 강화하고 서비스 품질을 향상시 키는 것은 국제특급우편산업의 전반적인 서비스 품질을 더욱 향상시키는 데 도움이 될 것이다.

The global COVID-19 has caused great distress to the life of the people, and has also affected the development of many industries. But it has promoted the development of logistics industry to a certain extent. During the epidemic period, smart logistics with big data, 5G and other new technologies as the core continues to develop. In recent years, the express industry has not only made improvements in infrastructure, but also has a new stage of upgrading in technology applications. While pursuing interests, express enterprises forget the original intention of the industry, and consumers are the first to feel the level of the industry in the buying and selling, so enterprises want to get more room for development in the express industry. Service can be used as a breakthrough. The purpose of this paper is to solve the unreasonable problems existing in the development of Yancheng EMS at the present stage, in order to improve the service quality and help Yancheng EMS to improve customer satisfaction. Degree This paper takes Yancheng EMS as the research object, takes customer satisfaction as the research angle, sums up the main factors that affect customer satisfaction, puts forward the correlation hypothesis, and constructs the structural equation model. SPSS20.0 and AMOS21.0 software are used to analyze the data. It is found that customer satisfaction is affected by infrastructure, information system, terminal distribution, after-sales service and service quality of express delivery industry. Therefore, increasing the investment of infrastructure, perfecting the perfection of information system, optimizing the mode of terminal distribution, strengthening the strength of after-sales service and improving the quality of service are helpful to further improve the quality of service. Therefore, this study will contribute to the development of the logistics industry in Korea and China.

본 연구는 베트남 유학생의 한국 커피전문점 선택속성이 고객만족과 행동의도에 관한 연구로 서 커피전문점 선택속성인 브랜드 이미지, 상호교류성, 공간성(분위기), 제품품질(맛, 향기) 4 개 요인으로 구분하여 고객만족과 행동의도에 미치는 영향을 분석하고자 한다. 이의 분석을 통해 외국인의 커피전문점 선택속성을 고찰하여 이에 대응 전략을 수립하기도 할 뿐만 아니라 해당 국가로 프랜차이즈로 진출하기 위한 사전 조사를 위해서이다. 분석결과 커피전문점 선택속성 요인이 만족도 미치는 영향에서 첫째, 커피전문점의 브랜드 이 미지가 고객만족에 긍정적인 영향을 미치고 있는 것으로 나타났다. 둘째, 커피전문점의 상호 교류성이 고객만족에 긍정적인 영향을 미치고 있다. 셋째, 커피전문점 공간의 분위기가 사용 고객들에게 긍정적인 영향을 미치고 있는 것으로 나타났다. 넷째, 커피전문점 커피의 맛과 향 기에서 사용고객에게 긍정적인 영향을 미치고 있는 것으로 나타났다. 또한 커피전문점 선택 속성이 행동의도에 미치는 분석에서 첫째, 베트남 유학생은 커피전문점 의 브랜드 이미지에 따라 행동의도가 긍정적으로 나타나기 때문에 재 방문에 영향을 미치는 것으로 나타났다. 둘째, 베트남 유학생은 커피전문점의 상호교류성 때문에 커피전문점 선택의 행동의도에 긍정적으로 나타났다. 이는 재방문에 긍정적이라고 볼 수 있다. 셋째, 베트남 유학 생은 커피전문점의 선택속성에서 공간성과 분위기에 따라 행동의도가 긍정적으로 나타나, 재 방문하는 경향이 있는 것으로 나타났다. 그러나 넷째는 베트남 유학생들은 커피전문점을 방문 하는 행동의도에 커피의 맛이나 향기에 의해 방문하지 않는다는 결론을 얻었다. 따라서 커피 의 맛과 향기가 아니 다른 선택속성 요인에 의해 커피전문점을 방문한다는 의미이다. 이의 실 증 분석결과 커피전문점의 커피 맛이나 향기를 제외하고 모든 요인들이 커피전문점 선택에 긍정적인 행동의도를 보이고 있는 것으로 나타났다. 마지막으로 베트남 유학생의 한국 커피전문점 만족도가 행동의도에 미치는 영향을 분석해보 면, 커피전문점을 이용한 베트남 유학생은 커피전문점 만족도가 행동의도에 긍정적인 영향을 미치고 있는 것으로 보아, 재 방문에 의도가 있는 것으로 나타났다.

Purpose : This study is a study on customer satisfaction and behavioral intention of Korean coffee shop selection attributes of Vietnamese international students. The purpose of this study is to analyze the effect on customer satisfaction and behavioral intention. Through this analysis, it is not only to consider the selection attributes of foreigners' coffee shops and establish a response strategy, but also to conduct a preliminary investigation to advance into the country as a franchise. Research design, data, methodology : This study conducted an empirical analysis of the effect on the selection attributes of Korean coffee shops in terms of customer satisfaction and behavioral intention for Vietnamese students. The subject of analysis was a survey targeting Vietnamese students visiting Korean coffee shops. The survey period for this study was conducted from May 2019 to December 2019. A total of 300 questionnaires were distributed, 248 copies were collected, and 221 valid questionnaires were analyzed. For the measurement method, a Likert 5-point scale with 5 points for 'very much' and 1 point for 'very disagree' was used. An empirical analysis was conducted on satisfaction and behavioral intention according to selection attributes. Results : As a result of the analysis, first, the coffee shop's brand image was found to have a positive effect on customer satisfaction. Second, the interactive nature of coffee shops has a positive effect on customer satisfaction. Third, it was found that the atmosphere of the coffee shop space had a positive effect on the users. Fourth, it was found that the taste and aroma of coffee at coffee shops had a positive effect on customers. In addition, in the analysis of the coffee shop selection attributes on behavioral intention, first, it was found that Vietnamese international students had a positive behavioral intention according to the coffee shop's brand image, which had an effect on revisit. Second, Vietnamese students showed a positive attitude toward choosing a coffee shop because of the interactive nature of the coffee shop. This can be seen as a positive for revisit. Third, it was found that Vietnamese students had a tendency to revisit the coffee shop as their behavioral intention appeared positive according to the space and atmosphere in the selection attributes of the coffee shop. Fourth, however, it was concluded that Vietnamese students did not visit coffee shops because of the taste or aroma of coffee. Conclusions : Analysis of the effect of Vietnamese students' satisfaction with Korean coffee shops on their behavioral intentions showed that Vietnamese students who used coffee shops had an intention to revisit, as the satisfaction with coffee shops had a positive effect on their behavioral intentions.

휴대폰을 구매하는 과정에서, 소비자들의 선택 기준은 다양한 요인으로 구성된다. 이동 통신의 중요성이 증대된다 는 점을 고려하여, 이 연구는 구조 방정식 모델을 통해 소비자 만족 행동에 영향을 미치는 요소들을 조사하고자 했다. 이 연구는 소비자 만족을 결정하는 여섯 가지 주요 요인을 제안하며, 인구통계학적 요인들의 조절 효과를 검증했다. 386 명의 적극적인 이용자로부터 수집한 설문 데이터를 분석했다. 연구 결과는 브랜드 명칭, 사회적 영향력, 그리고 애프터 서비스가 소비자 만족의 세 가지 중요한 결정 요인임을 보여준다. 또한 연구 결과는 인구통계학적 속성이 고객 만족에 영향을 미친다 는 점을 제안한다. 이 연구는 휴대폰 소비자의 만족을 신흥 시장의 관점에서 조망함으로써, 이론적 이해를 확대하고 실무적 함의를 제공한다.

For the growing importance of mobile communication, this study sets out to investigate the factors that influencing mobile phone customer satisfaction behavior through a structural equation model. This study proposes six factors model as the key determinants of customer satisfaction. Furthermore, we examine the moderating effect of demographic factors. The study was conducted using a structured questionnaire, data collected from 386 active subscribers. Results confirm that brand name, social influence and after sales service are the three significant determinants of consumer satisfaction. This study finding also suggests that demographic attributes have important consequences on customer satisfaction. The study findings offer an extended theoretical understanding towards customers’ mobile satisfaction in the emerging market perspective and for practitioners, potentially to other similar context.