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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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플라워카페의 바이오필리아, 소비자 태도와의 영향 관계에서 친환경 인식의 조절효과 탐색
우미나(Mi-Na Woo),손수연(Soo-Yeoun Sohn) 한국외식경영학회 2023 외식경영연구 Vol.26 No.6
최근 플라워카페는 차와 음료를 매개로 하여 개인적 사색, 친교, 업무상 미팅, 문화적 모임 장소 등 제3의 공간으로서의 소비자에게 감성적 요소를 제공하는 복합문화공간으로 발전하였다. 하지만 바이오필리아에 관한 관심이 증대됨에 따라 플라워카페 수가 늘어나고 있는 데 반해 바이오필리아에 관한 연구는 부족한 실정이다.따라서 본 연구는 플라워카페에서 바이오필리아 인식에 따른 소비자 태도 및 친환경 인식에 대한 영향 관계를 파악하여 플라워카페의 경영에 필요한 자료를 제시하고자 한다. 분석을 위한 자료는 최근 3개월 이내 한 번 이상 플라워카페에 방문 경험이 있는 소비자를 대상으로 한정하여 2023년 9월 11일부터 9월 17일(7일간)에 걸쳐 조사하였고, 277개의 데이터를 통계 프로그램을 통해 실증분석 하였다. 분석 결과, 요인 간에 미치는 영향 관계가 성립되어 설정한 가설 모두 채택이 되었다. 그중에서도 바이오필리아 하위변인 중 무형적 요소가 유형적 요소에 비해 상대적으로 강한 영향 관계를 보였는데 이러한 점을 고려한 차별화 전략을 도모할 필요가 있다. Flower cafes have evolved into multifaceted cultural venues, offering emotional experiences to patrons as a distinctive “third space” for personal reflection, social interaction, business engagements, and cultural gatherings facilitated by tea and beverages. Concurrently, there has been a growing surge of interest in biophilia. Despite the burgeoning number of flower cafes, the nexus between these establishments and biophilia remains a largely uncharted domain. This study endeavors to elucidate the interplay between consumer attitudes and eco-friendly consciousness in the context of biophilia awareness within flower cafes. Our objective is to provide insights and data germane to the effective management of flower cafes in light of these relationships. Empirical analysis results showed the existence of significant relationships between the variables under investigation, with all initial hypotheses receiving empirical support. Notably, within the spectrum of biophilia sub-variables, intangible elements exhibited a notably more pronounced influence in comparison to tangible factors. These findings underscore the imperative for the formulation of a tailored differentiation strategy that takes cognizance of these nuances in the flower cafe industry.
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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.
ScienceON
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