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- 저자 : 우미나(Mi-Na Woo) (검색결과 2 건)
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우미나(Woo, Mi-Na),남현정(Nam, Hyun-Jeong) 한국체육과학회 2016 한국체육과학회지 Vol.25 No.6
As companies take care of their positive image, which is strongly related to a favorable reaction and attitude of consumers, so does the professional sports team. This is due to the fact that a positive image of professional sports team effects on a favorable attitude of sports fan like game attendance. However, previous researches were mostly focused on a single variable to examine the relationship between professional sports teams and their image. Thereby, the purpose of this study is empirically analyzing the causal relationship between team image and independent variables, which are divided into internal and external competency such as player’s competency, game operation quality, corporate social responsibility, and fan service quality. As a next step, the causal relationship between team image and team loyalty was empirically analyzed. The results show that a causal effect between player’s competency and team image was not found, but game operation quality, corporate social responsibility, and fan service quality had a significant positive effect on a team’s image. Lastly, team image also showed a signifiant positive effect on team loyalty. Therefore, this study provides both academic and practical implication by proposing a conceptual framework of team’s internal, external competencies while suggesting a detailed operational strategy and priorities to increase team image and team loyalty.
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우미나(Mi na Woo) 한국IT서비스학회 2018 한국IT서비스학회지 Vol.17 No.3
There exist a number of studies pertaining to the determinants of customer satisfaction between low-cost and full-service carriers in the airline industry. Most studies measured service quality using SERVQUAL based on a survey method. This study offers a new perspective by employing a big data analytic approach using SNS data, which reflects the immediate response of customers as well as trends in real time. This study chose eight factors from TripAdvisor’s customer review site as determinants of customer satisfaction and compared the differences between low-cost and full-service airlines. The factors analyzed were seat comfort, customer service, cleanliness, food and beverage, legroom, entertainment, value for money, and check-in and boarding. Additionally, ratings from domestic and foreign customers were compared. The findings show that customer service and value for money are significant factors in satisfaction with low-cost airlines while all variables except legroom and entertainment are significant for full-service airlines. The results show that SNS-based data and analysis of big data are important for improving decision-making effectiveness and increasing customer satisfaction in the airline industry.
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