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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.

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.

The rapid expansion of online apparel retail has increased the demand for accurate size recommendations that minimize returns and enhance customer satisfaction. This study presents a data-driven analysis of a bioelectrical impedance analysis (BIA)–based size recommendation system implemented on a live e-commerce platform. Using anonymized transaction and feedback data from Boastfit.com, the research compares behavioral and perceptual outcomes between BIA-based recommendations and conventional size guides. The BIA group recorded a return rate of 9.6 percent compared with 17.2 percent in the control group, an average satisfaction score above 8 on a ten-point scale, and a repurchase ratio of 79 percent. These results confirm that physiological data–driven personalization improves predictive accuracy, post-purchase satisfaction, and repurchase intention. The findings contribute to next-generation computing and fashion retail analytics by demonstrating how body-composition data can be integrated into intelligent recommendation systems to enhance user trust and sustainable engagement.

In today's competitive hospitality industry, creating a unique and memorable customer experience is crucial for success. Among various sensory elements, music plays a pivotal role in shaping the ambiance of a venue, particularly in themed restaurants such as Hard Rock Cafes. These establishments are renowned for their distinctive musical atmosphere, which is integral to their brand identity. However, the extent to which music influences customer satisfaction within these settings remains underexplored. This study seeks to bridge this gap by examining the impact of musical ambiance on customer experiences at Hard Rock Cafes worldwide. Through the innovative application of data mining techniques on customer feedback, this research provides valuable insights into the intersection of music and customer satisfaction in the hospitality sector. This study examines the influence of music on customer satisfaction at Hard Rock Cafes worldwide. Utilizing data mining techniques on Google Reviews, the research analyzes how the musical ambiance affects guests' experiences. By employing R for data cleaning, thematic analysis, text frequency, and text clustering, along with UCINET for semantic network analysis, the study uncovers significant themes and patterns in customer feedback. The findings provide insights into the role of music in enhancing customer satisfaction, offering strategic recommendations for optimizing musical environments in hospitality settings. This research contributes to a better understanding of sensory marketing in the hospitality industry and underscores the importance of culturally sensitive musical customization to improve service quality.

Over the past decade, the hotel industry has made significant strides in environmental sustainability by implementing eco-friendly practices such as water and energy conservation, recycling, and air quality preservation. This study uses online reviews as the primary data source to explore key factors influencing customer satisfaction and experiences in eco-friendly hotels in Nepal. A total of 16,794 reviews were collected from the top 13 eco-friendly hotels via Google.com using an instant data scraper. After filtering and processing, 7,899 relevant words were analyzed using text mining and semantic network analysis. The frequency analysis of the 100 most common words highlighted essential aspects of guest satisfaction, such as excellent service, quality amenities, nature, and peaceful environments, priorities frequently mentioned in guest feedback. Keyword visualization revealed that central terms like place, room, staff, and service were key hubs shaping customer perceptions. The CONCOR analysis identified four main clusters: outdoor adventure, guest experience, location, and hotel facilities, providing insight into what customers value most during their stays. Findings showed that scenic locations, opportunities for outdoor adventure, and high-quality facilities significantly enhance guest satisfaction in Nepalese eco-friendly hotels. At the same time, the study demonstrates a slowly growing preference for sustainable tourism, reflected by frequent mentions of terms like eco, nature, park, and green. This study's reliance on a single data source (Google.com) poses a limitation. Additionally, anonymous reviews may introduce bias through fake or manipulated content. Nonetheless, eco-friendly hotels can better meet guest expectations and support environmentally conscious tourism by focusing on sustainability and enhancing service quality.

The purpose of this research is to examine the structural relationship of the marketing mix and customer satisfaction, customer attitude, and customer loyalty of outdoor golf ranges. To achieve this purpose, the questionnaires on the marketing mix, customer satisfaction, customer attitude, and customer loyalty were distributed to 222 persons who had registered for more than 3 months as a member of 4 outdoor golf ranges located in Gyeongi-do and Chungcheong-do and were collected and used as data for this research. The collected data were analyzed using SPSS 15.0 and AMOS 7.0 statistical programs to fit this research purpose, and the results of the analysis are as follows. In the marketing mix of the outdoor golf ranges, it was found that place affected customer satisfaction, products affected customer attitude, customer satisfaction affected customer attitude, and customer attitude affected customer loyalty. Particularly, place, price, and products in the marketing mix affected customer satisfaction and customer attitude and had indirect effects on customer loyalty, so the structural relationships were found that in order to enhance customer loyalty through products, place, and price of the outdoor golf ranges, they should have positive effects on customer satisfaction and customer attitude. Accordingly, the conclusion was derived that the persons concerned operating outdoor golf ranges should choose appropriate directions that customers need from the aspects of place, price, and products in the marketing mix, and satisfy customers and change their attitude to enhance customer loyalty to vitalize their business operation.

서비스 기업의 경우 판매원들은 고객접점에서 활동을 하기 때문에 회사를 대표하는 역할을 수행할 뿐만 아니라 고객의 만족이나 신뢰를 형성하여 장기적인 판매와 수익창출에도 매우 큰 영향을 미친다고 할 수 있다. 판매원들의 판매행위는 다른 직종의 종업원들과 달리 업무의 성격상 많은 윤리적인 문제점을 내포하고 있다. 예를 들면, 단기적인 판매실적이나 수익을 높이기 위해서 고객들에게 강압적인 판매행위를 하는 경우, 제품이나 서비스의 기능이나 성과에 대한 과장을 하는 경우, 심지어는 경쟁업체의 기업이나 제품에 관해서 거짓말을 하는 경우 등의 비윤리적인 행위를 할 수도 있다. 이러한 판매원들이 수행하는 업무의 특성상 고객과의 윤리적인 문제가 발생할 가능성이 높기 때문에 이와 관련된 연구에 대한 관심도 매우 증가하고 있다. 따라서 본 연구는 고객의 지각된 판매원의 윤리적 행동이 고객만족, 고객신뢰, 고객충성도에 미치는 영향관계에 대해 초점을 두고 있다. 보험서비스 기업들을 대상으로 실증적인 연구를 한 결과, 지각된 윤리적 판매행동이 고객만족, 고객신뢰, 고객충성도 등에 직․간접적으로 영향을 미치는 것으로 나타났다. 이런 결과를 바탕으로 지각된 윤리적 판매행동은 구매자와 판매자 관계를 유지하고 발전하는데 중요한 영향을 미치기 때문에, 기업의 마케팅 관리자들은 판매원들이 윤리적 상황을 인식하고 적절한 윤리적 반응을 할 수 있도록 회사의 윤리강령의 실천과 윤리교육을 강조하는 판매훈련 프로그램을 개발하는데 노력해야 할 것이다. 그리고 판매원들이 윤리적 판매행동을 할 수 있는 동기부여와 적절한 보상시스템을 개발해야 하지만, 판매원들의 윤리적인 위반사례가 발생한 경우에 위반자에게는 적절한 징계조치를 취하면서 윤리적 판매행위의 중요성을 강조해야 할 것이다.

In most service organization, salespeople are the most visible representatives of the company. Salespeople are exposed to greater ethical pressures than individuals in many other jobs. In this context, the salesperson's ethical behaviour can play a critical role in the formation and maintenance of long-term buyer-seller relationships. Moreover, it can even generate liability problems for salespeople's organizations through both intentional and inadvertent statements. The purpose of this research focuses on the analysis of the role of ethical sales behaviour, as perceived by customer, in developing and maintaining relationship between the salesperson and the customer. Thus this study examines the relationship among perceived ethical sales behaviour, customer satisfaction, customer trust, and customer loyalty. The results of empirical analysis can be summarized by the following: First, perceived ethical sales behaviour had a significant direct effect on customer satisfaction, customer trust and customer loyalty. Second, customer satisfaction had a positive effect customer trust and customer loyalty. Third, perceived ethical sales behaviour had a significant indirect effect on customer loyalty through customer satisfaction and customer trust. Therefore, These finding will spawn both academic and practitioner interest in the salesperson's ethical sales behaviour and serve as a foundation for further research in this important area.

The purpose of this study was to examine the relationship between perceived service justice, and customer loyalty on the moderating effect of customer satisfaction in table tennis facilities. The total 681 participants in this study were customer at table tennis facilities in Seoul, Kyonggido area. Results showed that first, the fewer duration and frequency of use, perceived procedure justice in the table tennis facilities were higher. the perceived interactional justice of male customers, private table tennis facilities in Seoul were higher. The lower frequency of use and customer age, customer satisfaction in table tennis facilities was higher. In addition, The longer duration and frequent participation and a long time use of a private table tennis facilities, customer loyalty was higher. Second, customer satisfaction was not modulate factor between perception of service justice and customer loyalty. the customer satisfaction was predict factor of customer loyalty. Results are discussed in detail.

The purpose of this study is examine the relationships between online service quality which is composed with multi-dimensionalities; physical environment quality, interaction quality, outcome quality and customer royalty focused on mediating role of customer satisfaction in the travel agencies. In order to fulfill the research objectives, a questionnaires were conducted. Out of 350 questionnaires distributed. 294 usable ones were used for the analysis and three-step mediated regression analysis were adopted to test three hypothesis. The results show that First, online service quality except of outcome quality had a significant influence on customer satisfaction. Second, customer satisfaction had a significant influence on customer royalty. finally, the customer satisfaction plays a role of mediator between online service quality and customer royalty.

The purpose of this study was to identify the relationship between relationship benefits and customer satisfaction and switching barrier and customer loyalty which mothers using children’s ski lesson service perceive. In order to achieve this goal, visited 5 ski resort in Gyeonggi & Gangwon-do and 200 mothers who participate in children’s ski lesson were selected by the convenient sampling method and 20 copies were discarded for lack of reliability. Data from the remaining 180 copies were then analyzed by using PASW statistics 18.0 to conduct descriptive analysis, EFA, correlation analysis, reliability and multiple standard regression analysis. The results are as follows: First, confidence and special relationship benefits of mothers using children’s ski lesson service in order statically influenced on customer satisfaction. Second, confidence relationship benefits of the mothers statically influenced on switching barrier. Third, the mothers’s satisfaction and switching barrier significantly influenced on customer loyalty.

The purpose of this study was to find out an effect of the service qualities on customer satisfaction and customer preference in facilities of water leisure sports. The number of subjects of this study was 293 people in the area except unfaithful who used facilities of water leisure sports. The data from this study were analyzed using SPSS 18.0. Upon obtaining above results through the data analysis methods, the following conclusive statements were made. First, service qualities effect on customer satisfaction which are arranged alphabetically corporeality, sympathy, credibility, confidence in facilities of water leisure sports. Second, customer satisfaction effect on customer preference which are arranged alphabetically corporeality, sympathy, credibility, confidence in facilities of water leisure sports. Third, customer satisfaction effect on customer preference in facilities of water leisure sports.

In recent years there has been much emphasis on the need for service firms to develop an organizational culture which facilitates the successful implementation of marketing activities. This study examines the relationship among marketing culture, service quality, customer satisfaction, and customer loyalty in fast food service firms. The results of empirical analysis can be summarized by the following: First, marketing culture(employee service quality, interpersonal relationships, selling task, organization, internal communications, innovativeness) had a significant direct effect on service quality. Second, marketing culture(employee service quality, selling task, internal communications) had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through service quality. Third, service quality had a significant indirect effect on customer loyalty through customer satisfaction. Therefore, the results of the study provide the practical implication for establishment of service firms' marketing strategies, related to marketing culture.

COVID-19 팬데믹으로 침체기를 겪었던 의료관광 산업은 엔데믹 전환과 건강·미용 추구 트렌드 확산으로 미용성형 의료관광 수요가 급증하고 있다. 이에 본 연구는 미용성형 의료기관을 이용한 베트남 의료관광객들의 의료 서비스품질(결과 품질, 상호작용 품질, 물리적 환경 품질)이 고객 만족도와 고객 충성도에 미치는 영향을 분석하고자 하였다. 본 연구목적을 달성하기 위하여 예비조사를 통하여 2024년 11월 8일부터 12월 31일까지 부산과 대구 지역에 있는 미용성형 의료기관을 최근 1년 내 이용 경험이 있는 302명의 고객을 대상으로 설문조사하였다. 불성실하거나 누락된 응답을 제외하고 297부의 설문지를 최종 분석에 사용하였다. SPSS 26.0을 이용하여 빈도분석과 자료의 타당성 및 신뢰성 검증을 위해 탐색적 요인분석을 진행하였으며, AMOS 22.0으로 판별 타당성을 검증하기 위해 확인적 요인분석 을 하고 구조방정식 모델을 이용해 가설검증을 하였다. 연구결과, 미용성형 의료기관의 서비스품질은 고객만족도에 유의한 정(+)의 영향을 미쳤고 그 중 결과 품질이 가장 큰 영향을 미친 것으로 나타났다. 또한 고객만족도는 고객 충성도에 유의한 정(+)의 영향을 미쳤다. 본 연구는 미용성형 의료서비스 품질의 통합적 관리의 중요성과 고객 만족을 위한 의료진과 직원들의 지속적인 노력이 필요함을 시사한다. 향후 본 연구는 미용성형 의료관광 및 의료기관의 글로벌 마케팅 전략수립에 기초자료로 활용할 수 있을 것이다.

In the medical tourism industry, which suffered a recession due to the COVID-19 pandemic, the demand for cosmetic surgery medical tourism is increasing rapidly due to the transition to the end pandemic and the spread of trends in pursuing health and beauty. Therefore, this study attempted to analyze the effect of medical service quality (result quality, interaction quality, and physical environmental quality) of Vietnamese medical tourists using cosmetic plastic surgery medical institutions on customer satisfaction and customer loyalty. In order to achieve the purpose of this study, through a preliminary survey, a survey was conducted on 302 customers who have used cosmetic plastic surgery medical institutions in Busan and Daegu within the last year. Excluding unfaithful or missing responses, 297 copies of the questionnaire were used for the final analysis. Exploratory factor analysis was conducted to analyze the frequency and verify the validity and reliability of the data by using SPSS 26.0, confirmatory factor analysis was performed to verify the discriminant validity with AMOS 22.0, and hypothesis verification was performed using a structural equation model. As a result of the study, it was found that the service quality of cosmetic plastic surgery medical institutions had a significant positive (+) effect on customer satisfaction, and among them, quality had the greatest effect. In addition, customer satisfaction had a significant positive (+) effect on customer loyalty. This study suggests the importance of integrated management of cosmetic plastic surgery medical service quality and the need for continuous efforts of medical staff and staff for customer satisfaction. In the future, this study can be used as basic data for cosmetic plastic surgery medical tourism and establishment of global marketing strategies for medical institutions.

본 연구의 목적은 전인수와 김은화(2009)의 4x4매트릭스 욕구체계 기반 서비스산업의 고객가치를 패스트푸 드레스토랑의 이용자들을 대상으로 분류하고, 고객가치→고객만족→행동의도 등의 경로구조를 검증하여 패 스트푸드레스토랑의 욕구기반 고객가치의 일반화를 확인하는 것에 있다. 연구 결과를 요약하면 먼저, 4x4매트릭스 욕구체계 기반 패스트푸드레스토랑의 고객가치를 제품품질 가치, 감정적 가치, 실내품질 가치, 서비스접점 가치, 그리고 구입상 가치로 분류하였다. 그리고 고객가치를 고객만 족 경로를 통해 행동의도에 미치는 영향을 검증한 결과 본 연구의 고객가치 모델은 일반화될 수 있는 것으로 나타났다. 특히 선행연구는 구입상 가치를 기능적 가치 또는 실용적 가치에 포함하고 있지만, 본 연구는 이를 새롭게 분류할 수 있음을 보여주었다. 둘째, 제품품질 가치, 감정적 가치, 실내품질 가치, 서비스접점 가치, 구 입상 가치 등의 고객가치들은 고객만족에 각각 양(+)의 영향을 미치는 것으로 검증되었다. 이것은 대부분의 선행연구 결과와 일치하고 있다. 마지막으로, 패스트푸드레스토랑 이용자들의 고객만족은 행동의도에 양(+) 의 영향을 미치는 것으로 나타나 고객만족이 클수록 재이용의도와 구전효과가 더 있는 것으로 나타났다. 이것 은 이용자들에게 내재되어 있는 메뉴구성, 합리적인 가격, 빠른 서비스 등의 긍정적인 만족요인들이 즉시 추 천으로 이어지기 때문으로 분석된다. 이상의 결과를 통해 볼 때, 4x4매트릭스 욕구체계 기반 패스트푸드레스토랑의 고객가치 모델은 다섯 가지로 분류되는 것으로 분석되었지만 부분적으로 일반화는 가능하다고 할 수 있다.

The objective of this study is to classify customer values of fast-food restaurants based on Jeon and Kim(2009)' 4x4 matrix needs system and to empirically test the path structure of customer value→ customer satisfaction→behavior intention in order to generalize the customer value system of fast-food restaurants. The results of the survey are as follows: First, the customer values of fast-food restaurants are classified by five customer values such as goods quality value, emotional value, purchasing value, service encounter value, and inner quality value. In particular, included in the functional value or utilitarian value, the purchasing value is not classified in the previous study, however, this study could prove that by classifying and generalizing this in a new way. Second, the relations between customer value and customer satisfaction showed that goods quality value, emotional value, purchasing value, service encounter value, inner quality value had positive impact on customer satisfaction, respectively. Finally, customer satisfaction had a positive impact on behavior intention. The survey showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be contented with food items on the menu, reasonable prices, and fast service. Based on the above survey results, it is possible to generalize the customer value model of fast-food restaurant based on 4x4 matrix needs system, though it was partially analyzed in terms of customer value categorization.

본 연구는 중국 소주시의 5성급 호텔을 대상으로 호텔 서비스 품질이 고객만족에 미치는 영향 과 그에 따른 충성도에 미치는 영향을 분석한다. 중국 환대 산업의 학문적 발전과 실무적 관리 측면에 대한 고찰을 통해 고객만족과 충성도를 높이기 위한 구체적인 방안을 도출하고자 한다. 우리는 서비스 품질, 고객만족, 충성도에 대한 기본적인 이해를 바탕으로 이론적이고 실증적인 접근을 혼합하여 사용하였다. 이러한 이론적 틀을 바탕으로 연구 목적을 달성하기 위한 구조화 된 설문지를 작성하였다. 지리적 범위는 소주시의 5성급 호텔에 한정하였으며, 실증적 자료 수 집은 2021년 3월 8일부터 5월 22일까지이다. 내용적 범위는 호텔 서비스 품질, 고객만족, 충성 도 간의 연관성에 초점을 맞추었다. 통계분석은 SPSS 26.0 for Windows를 사용하여 수행하였 다. 연구 결과에 따르면 ① 서비스 품질은 고객만족에 유의한 영향을 미치며, 5개 차원 중 4개 차원인 ‘다양성’, ‘확실성’, ‘신뢰성’, ‘반응성’이 만족도에 긍정적인 영향을 미치는 것으로 나타났 다. 이와 유사하게 앞서 언급한 4개 차원의 충성도의 긍정적인 연관성에서도 ② 서비스 품질은 충성도에 유의한 영향을 미친다. ③ 고객만족은 충성도를 형성하는 데 중추적인 역할을 한다. 본 연구의 표본은 소주시의 특급호텔 내 중국인 고객으로 한정되어 있으며, 향후 연구에서는 다양한 배경을 가진 외국인 고객을 대상으로 확장할 필요가 있다. 또 자체 보고 설문지에 의존 하는 것은 잠재적인 응답 편향으로 인해 주의가 필요하다.

This study investigated the impacts of hotel service quality on customer satisfaction and its subsequent influence on loyalty in the context of five-star hotels in Suzhou, China. The aim was to derive specific strategies for enhancing customer satisfaction and fostering loyalty through an examination of both the academic advancements and practical management aspects of China's hospitality industry. A blend of theoretical and empirical approaches was employed, with the former laying the foundational understanding of service quality, customer satisfaction, and loyalty. Building on this theoretical framework, a structured questionnaire was administered to fulfill the research objectives. The geographical scope was confined to Suzhou's five-star hotels, and the empirical data collection spanned from March 8th to May 22nd, 2021. The content scope focused exclusively on the nexus between hotel service quality, customer satisfaction, and loyalty. Statistical analysis was performed using SPSS 26.0 for Windows. The findings reveal that: ① Service quality significantly affects customer satisfaction, with four out of the five dimensions—“variety,” “certainty,” “reliability,” and “responsiveness”—positively influencing satisfaction. ② Similarly, service quality significantly impacts loyalty, as evidenced by the positive associations of the aforementioned four dimensions with loyalty. ③ Customer satisfaction plays a pivotal role in shaping loyalty. It is noteworthy that the study's sample was limited to Chinese clientele in Suzhou's luxury hotels, and future research should include international guests from diverse backgrounds. Additionally, the reliance on self-reported questionnaires necessitates caution due to potential response bias.