'퇴원설명문'에 의한 72시간내 부적절한 응급센터 재방문의 감소

박하영,심민섭,송형곤,송근정,Park, Ha Young,Sim, Min Seob,Song, Hyoung Gon,Song, Keun Jeong 한국의료질향상학회 2006 한국의료질향상학회지 Vol.12 No.1

Background : Patients who were discharged from the emergency department(ED) may revisit. These patients are divided into two groups; one is expected scheduled condition, the other is unexpected condition. These patients of inappropriate revisits to the ED would be unsatisfied, difficult to make rapport and take legal action as a result of additional medical charges. The purpose of this study was to reduce inappropriate revisits to the ED with a new method which was developed by analyzing inappropriate revisits in 2002. Methods : This study was conducted in a tertiary hospital consisting of 1,278 beds. The most common cause of inappropriate revisits was the medical team's lack of explanation about a disease. Thus we decided that the effective method was to offer full explanations to patients to understand the clinical pathway of a disease. We made four types of stickers to explain most common 4 diseases in 2003. An emergency physician completed 'discharge explanation report' and explained it to patients in 2004. Results : In 2002 inappropriate revisited patients were 164, patients with four diseases were 79. During the same period of 2003, inappropriate revisited patients were 56 (-65.9%), four disease patients were 6 (-92.4%) and in 2004 inappropriate revisited patients were 52, four disease patients were 19. Causes of revisits were lack of explanation about a disease in 35 patients (44.3%) in 2003, and 5 patients (83.3%) in 2003, and 16 patients (84.2%). Conclusions : Application of 'explanation stickers' at discharge reduced inappropriate revisits from 34.5% in 2002 to 15.9% in 2003. Application of 'Discharge explanation report' by emergency physician reduced inappropriate revisits from 15.9% in 2003 to 13.5% in 2004. Reduction of inappropriate revisits elevated the quality of medical treatment, and decreased patients' dissatisfaction in ED.

'퇴원설명문'에 의한 72시간내 부적절한 응급센터 재방문의 감소

박하영,심민섭,송형곤,송근정 한국의료QA학회 2005 한국의료질향상학회지 Vol.12 No.1

Background : Patients who were discharged from the emergency department(ED) may revisit. These patients are divided into two groups; one is expected scheduled condition, the other is unexpected condition. These patients of inappropriate revisits to the ED would be unsatisfied, difficult to make rapport and take legal action as a result of additional medical charges. The purpose of this study was to reduce inappropriate revisits to the ED with a new method which was developed by analyzing inappropriate revisits in 2002. Methods : This study was conducted in a tertiary hospital consisting of 1,278 beds. The most common cause of inappropriate revisits was the medical team's lack of explanation about a disease. Thus we decided that the effective method was to offer full explanations to patients to understand the clinical pathway of a disease. We made four types of stickers to explain most common 4 diseases in 2003. An emergency physician completed 'discharge explanation report' and explained it to patients in 2004. Results : In 2002 inappropriate revisited patients were 164, patients with four diseases were 79. During the same period of 2003, inappropriate revisited patients were 56 (-65.9%), four disease patients were 6 (-92.4%) and in 2004 inappropriate revisited patients were 52, four disease patients were 19. Causes of revisits were lack of explanation about a disease in 35 patients (44.3%) in 2003, and 5 patients (83.3%) in 2003, and 16 patients (84.2%). Conclusions : Application of 'explanation stickers' at discharge reduced inappropriate revisits from 34.5% in 2002 to 15.9% in 2003. Application of 'Discharge explanation report' by emergency physician reduced inappropriate revisits from 15.9% in 2003 to 13.5% in 2004. Reduction of inappropriate revisits elevated the quality of medical treatment, and decreased patients' dissatisfaction in ED.

노인환자에서 응급실 조기 재방문과 재방문 후 입원과 관련된 요인

이병천,최광진,손무륭 대한노인병학회 2010 Annals of geriatric medicine and research Vol.14 No.2

Background: The purpose of this study was to find out what factors affect revisits by elderly patients to the emergency department(ED) with the same symptoms within 72 hours and hospitalization after a revisit. Delineating these factors can reduce unnecessary revisits to the ED and minimize problems with diagnosing and treating, improving the quality of treatment provided and of discharge decisions. Methods: This is a retrospective study involving 3790 elderly patients who presented initially to a general hospital ED between May 1, 2007 to June 30, 2009. Of these, 176 cases revisited the ED within 72 hours with the same symptoms. Their medical records were reviewed. A comparative analysis was conducted of the early revisit group by classifying them into 'discharge' and 'admission' considering age, gender, insurance status, means of arrival, chief complaint, diagnosis, length of stay, time of arrival, comorbidity disease, time lapse, and day of the week. Results: The factors affecting revisits were age(≤79 years), insurance status(medical aid), means of arrival(walk-in), and chief complaint(dysuria·flank pain, skin rash). The factors affecting hospitalization after a revisit were age(≥80 years), means of arrival(by ambulance), increasing length of stay, and high comorbidity index(≥2). Conclusion: The factors affecting revisits to the ED or hospitalization after a revisit were age, insurance status, means of arrival, chief complaint, length of stay, and comorbidity index. Physicians should be more careful when deciding discharge for elderly patients, especially those with the above factors. 연구배경: 응급실에 내원하는 노인환자의 조기 재방문및 조기 재방문 후 입원과 관련된 요인을 살펴보고, 이러한자료들을 이용하여 노인환자의 불필요한 응급실 조기 재방문을 예측하고 진단 및 치료상의 문제를 최소화하여 응급실에 내원한 노인 환자의 진료의 질 향상과 퇴원계획 수립에도움을 주고자 하였다. 방법: 2007년 5월 1일부터 2009년 6월 30일까지 대도시에위치한 일개 2차병원 응급실을 내원한 65세 이상 노인 환자를 대상으로 72시간 이내에 동일증상으로 재방문한 조기재방문군과 처음 방문군 및 조기 재방문군을 퇴원군과 입원군으로 나누어 의무기록을 이용하여 나이, 성별, 보험유형,주증상, 진단명, 내원일시, 내원수단, 재실시간, 동반상병을후향적 단면조사를 시행하여 비교 분석하였다. 결과: 연구 기간 동안 처음 방문 환자군이 3,790건이었으며, 조기 재방문 환자군은 176건이었다. 조기 재방문군 중퇴원 119건, 입원 57건이었다. 65세 이상의 노인환자의 응급실 조기 재방문에 영향을 주는 요인은 고령층, 의료보호환자,측부통과 발진을 주소로 방문한 경우, 도보를 이용한 내원이었으며, 조기 재방문 후 입원에 영향을 주는 요인은 초고령층,구급차를 이용한 내원, 재실시간의 증가, 동반상병지수 2이상인 환자군이었다. 결론: 노인환자의 연령, 보험유형, 주 증상, 내원 수단은노인의 응급실 조기 재방문에 영향을 주는 요인이었으며,연령, 내원수단, 재실시간, 동반상병은 조기 재방문 후 입원에 영향을 주는 요인으로 작용함을 알 수 있었다. 응급실에내원한 노인환자에게서 조기 재방문 또는 조기 재방문 후입원에 영향을 줄 수 있는 위험요인을 충분히 고려하여 퇴원계획 수립에 보다 신중한 고려가 필요할 것이다.

메디컬 스킨케어 이용시 고객에 대한 서비스 품질이 고객 만족도 및 재방문 의도에 미치는 영향 -성인 남녀를 중심으로-

김승희 ( Seung Hee Kim ),김주연 ( Ju Youn Kim ) 한국미용학회 2008 한국미용학회지 Vol.14 No.4

The study is intended to know how service quality awareness by medical skin care users effects on customer satisfaction and their intents of revisits under the following hypotheses. To verify the above hypotheses, a survey was conducted for total 251 people including males and females between the age of 20 and 50 who visit one of four dermatology clinics or general skin specialists in Seoul through direct visits after explaining the intent of the study. First, service quality of medical skin care will impact on customer satisfaction. Second, customer satisfaction by medical skin care users will influence on intents of revisits. Third, medical skin care service quality will affect intents of revisits. 1) demographically the respondents had high distribution of the ages between 20s and 30s and 86.1% females of them. Medical skin care was visited mainly by female customers. Educational level was usually above college graduation, while married respondents were 57.7% of the total. Major vocations included office and administrative jobs, and income between 1 and 2 million won was 32.7%. 2) First, the hypothesis `Service quality will influence on customer satisfaction` was tested as that the factors of service quality had significant influence on customer satisfaction such as skin specialists(t=4.437, p<.001), doctors(t=4.314, p<.001), and facility and environment (t=3.643, p<.001). 2) Second, for the hypothesis `Customer satisfaction will affect intents of revisits`, the test showed that customer satisfaction had positive impacts on intents of revisits (t=22.150, p<.001) and the higher customer satisfaction, the bigger intents of revisits. Furthermore, satisfaction on a skin specialist (t=6.780, p<.001), satisfaction on a doctor (t=3.853, p<.001), and satisfaction on a clinic (t=3.870, p<.001) had positive impacts in the order; especially the first had the most influence on intents of revisits. 3) Third, the test on the hypothesis `Service quality will impact on intents of revisits` resulted in positive effects of skin specialists (t=4.022, p<.001) and doctors (t=3.262, p<.01) on intents of revisits. The higher service quality provided by skin specialists or doctors, the higher the intent of revisits increases. ; Nevertheless, as the study is restricted due to the limited survey area in Seoul downtown, the fewer samples of male respondents, and insufficient control of factors such as clinic environment or intimacy between customers and staffs, it was difficult to drawn on significant statistical results. Any future study can expand this study to improve customer satisfaction further.

지역축제의 서비스 만족도와 주변추천 및 재방문에 대한 실증연구

이찬도(Lee, Chan-do) 한국문화산업학회 2016 문화산업연구 Vol.16 No.3

본 연구는 지역축제 활성화를 위한 지역축제의 서비스 만족도와 추천 및 재방문에 대한 실증연구이다. 기존의 전통적 마케팅보다는 확장된 마케팅이론을 토대로 실증분석을 해 봄으로써 차별화된 지역축제를 위한 전략적 대안을 찾아보는 것이었다. 분석결과를 요약하면 다음과 같다. 물리적 증거와 인적관리의 상관성, 인적관리와 전반적 만족도의 상관성 순으로 강한 상관성을 보였다. 즉, 인적관리와 물리적 증거가 전반적 만족도 및 추천의도에 가장 큰 영향을 주는 것으로 나타났다. 이러한 분석결과는 본 연구에서 제시된 가설검정에서도 나타났다. [가설1] 행사품질요인이 전반적 만족도에 미치는 영향으로서는 인적관리 및 물리적증거 관리가 채택되었고, 상품관리 및 촉진관리는 기각되었다. [가설2] 전반적 만족도와 주변추천의 관계에서 전반적 만족은 주변추천에 영향을 주고 있다는 분석결과를 보였다. 또한 전반적 만족도는 재방문에도 유의적인 영향력을 나타내었다. [가설3] 행사품질요인이 주변추천 및 재방문에 대한 영향을 줄 것인가에 대한 분석에서, 상품관리, 물리적 증거, 인적관리 순으로 추천의도에 영향을 주는 것으로 나타났다. 또한 행사품질요인이 재방문에 대한 영향을 준다는 점도 제기되었다. 즉, 재방문에는 상품관리, 물리적증거, 인적관리가 영향력 있는 변수로 분석되었다. 이러한 분석결과를 토대로 SWOT 차원에서 의미있는 시사점을 제시해보았다. 국내 많은 지역축제들과 마찬가지로 안고 있는 문제점은 차별화된 콘텐츠 부족과 합리적인 마케팅전략의 부재를 들 수 있다. 지역축제에서 채택되는 콘텐츠는 지역의 문화와 전통, 계절적 요인 등을 담고 있다면 본 축제는 콘텐츠는 상품관리에서 나타났듯이 계절적·지리적 요인을 제외하고는 성공적인 프로그램이라고는 볼 수 없을 것 같다. 향후 차별화된 콘텐츠개발이 선행되어야 과제를 안고 있으며, 아울러 체계적인 마케팅관리를 위한 산·학·관 협력체제의 구축도 필요한 것으로 보인다. This is an empirical study on the recommendation, revisits, and satisfaction about the service of the local festivals, while aiming to invigorate the local festivals. Putting its basis on the expanded marketing theory instead of on the existing traditional marketing, the study tried to find the strategic alternative for the differentiated local festivals. The results of analysis are as following. There was a strong correlation between the physical evidence and the human resource management, followed by the correlation between the human resource management and the satisfaction degree. That is to say, the human resource management and physical evidence showed the biggest effect on the overall satisfaction and the recommendation intention. This result of analysis showed again in the hypothesis testing suggested by this study. [Hypothesis 1] For the effects that the event quality factor has on the overall satisfaction, human resource management and physical evidence were adopted while product management and promotion management were dismissed. [Hypothesis 2] As for the relationship between the overall satisfaction and the recommendation to other people, the overall satisfaction had an effect on the recommendation to other people. And it also had a significant effect on the revisits. [Hypothesis 3] In the analysis of whether or not the event quality factor affects the recommendation to other people and revisits, product management showed an effect on the recommendation intention, followed by physical evidence and human resource management. Also, the event quality factor had an effect on the revisits. That is to say, product management, physical evidence, and human resource management turned out to be the factors that had an effect on the revisits. Based on the results of this analysis, meaningful implications have been suggested in terms of SWOT. The problems that many domestic festivals have are the shortage of differentiated contents and the absence of reasonable marketing strategies. If the contents adopted in the local festivals feature the culture and tradition of the region and seasonal factors, the contents of the festival cannot be regarded as the successful program except for the seasonal and geographical factors, as shown in the product management. There needs to be further development of differentiated contents along with the establishment of the cooperative system between industry, academy, and government for the systematic marketing management. 본 연구는 지역축제 활성화를 위한 지역축제의 서비스 만족도와 추천 및 재방문에 대한 실증연구이다. 기존의 전통적 마케팅보다는 확장된 마케팅이론을 토대로 실증분석을 해 봄으로써 차별화된 지역축제를 위한 전략적 대안을 찾아보는 것이었다. 분석결과를 요약하면 다음과 같다. 물리적 증거와 인적관리의 상관성, 인적관리와 전반적 만족도의 상관성 순으로 강한 상관성을 보였다. 즉, 인적관리와 물리적 증거가 전반적 만족도 및 추천의도에 가장 큰 영향을 주는 것으로 나타났다. 이러한 분석결과는 본 연구에서 제시된 가설검정에서도 나타났다. [가설1] 행사품질요인이 전반적 만족도에 미치는 영향으로서는 인적관리 및 물리적증거 관리가 채택되었고, 상품관리 및 촉진관리는 기각되었다. [가설2] 전반적 만족도와 주변추천의 관계에서 전반적 만족은 주변추천에 영향을 주고 있다는 분석결과를 보였다. 또한 전반적 만족도는 재방문에도 유의적인 영향력을 나타내었다. [가설3] 행사품질요인이 주변추천 및 재방문에 대한 영향을 줄 것인가에 대한 분석에서, 상품관리, 물리적 증거, 인적관리 순으로 추천의도에 영향을 주는 것으로 나타났다. 또한 행사품질요인이 재방문에 대한 영향을 준다는 점도 제기되었다. 즉, 재방문에는 상품관리, 물리적증거, 인적관리가 영향력 있는 변수로 분석되었다. 이러한 분석결과를 토대로 SWOT 차원에서 의미있는 시사점을 제시해보았다. 국내 많은 지역축제들과 마찬가지로 안고 있는 문제점은 차별화된 콘텐츠 부족과 합리적인 마케팅전략의 부재를 들 수 있다. 지역축제에서 채택되는 콘텐츠는 지역의 문화와 전통, 계절적 요인 등을 담고 있다면 본 축제는 콘텐츠는 상품관리에서 나타났듯이 계절적·지리적 요인을 제외하고는 성공적인 프로그램이라고는 볼 수 없을 것 같다. 향후 차별화된 콘텐츠개발이 선행되어야 과제를 안고 있으며, 아울러 체계적인 마케팅관리를 위한 산·학·관 협력체제의 구축도 필요한 것으로 보인다. This is an empirical study on the recommendation, revisits, and satisfaction about the service of the local festivals, while aiming to invigorate the local festivals. Putting its basis on the expanded marketing theory instead of on the existing traditional marketing, the study tried to find the strategic alternative for the differentiated local festivals. The results of analysis are as following. There was a strong correlation between the physical evidence and the human resource management, followed by the correlation between the human resource management and the satisfaction degree. That is to say, the human resource management and physical evidence showed the biggest effect on the overall satisfaction and the recommendation intention. This result of analysis showed again in the hypothesis testing suggested by this study. [Hypothesis 1] For the effects that the event quality factor has on the overall satisfaction, human resource management and physical evidence were adopted while product management and promotion management were dismissed. [Hypothesis 2] As for the relationship between the overall satisfaction and the recommendation to other people, the overall satisfaction had an effect on the recommendation to other people. And it also had a significant effect on the revisits. [Hypothesis 3] In the analysis of whether or not the event quality factor affects the recommendation to other people and revisits, product management showed an effect on the recommendation intention, followed by physical evidence and human resource management. Also, the event quality factor had an effect on the revisits. That is to say, product management, physical evidence, and human resource management turned out to be the factors that had an effect on the revisits. Based on the results of this analysis, meaningful implications have been suggested in terms of SWOT. The problems that many domestic festivals have are the shortage of differentiated contents and the absence of reasonable marketing strategies. If the contents adopted in the local festivals feature the culture and tradition of the region and seasonal factors, the contents of the festival cannot be regarded as the successful program except for the seasonal and geographical factors, as shown in the product management. There needs to be further development of differentiated contents along with the establishment of the cooperative system between industry, academy, and government for the systematic marketing management.

메디컬 스킨케어 이용시 고객에 대한 서비스 품질이 고객 만족도 및 재방문 의도에 미치는 영향

김승희,김주연 한국미용학회 2008 한국미용학회지 Vol.14 No.4

The study is intended to know how service quality awareness by medical skin care users effects on customer satisfaction and their intents of revisits under the following hypotheses. To verify the above hypotheses, a survey was conducted for total 251 people including males and females between the age of 20 and 50 who visit one of four dermatology clinics or general skin specialists in Seoul through direct visits after explaining the intent of the study. First, service quality of medical skin care will impact on customer satisfaction. Second, customer satisfaction by medical skin care users will influence on intents of revisits. Third, medical skin care service quality will affect intents of revisits. 1) demographically the respondents had high distribution of the ages between 20s and 30s and 86.1% females of them. Medical skin care was visited mainly by female customers. Educational level was usually above college graduation, while married respondents were 57.7% of the total. Major vocations included office and administrative jobs, and income between 1 and 2 million won was 32.7%. 2) First, the hypothesis ‘Service quality will influence on customer satisfaction’ was tested as that the factors of service quality had significant influence on customer satisfaction such as skin specialists(t=4.437, p<.001), doctors(t=4.314, p<.001), and facility and environment (t=3.643, p<.001). 2)Second, for the hypothesis ‘Customer satisfaction will affect intents of revisits’, the test showed that customer satisfaction had positive impacts on intents of revisits (t=22.150, p<.001) and the higher customer satisfaction, the bigger intents of revisits. Furthermore, satisfaction on a skin specialist (t=6.780,p<.001), satisfaction on a doctor (t=3.853, p<.001), and satisfaction on a clinic (t=3.870, p<.001) had positive impacts in the order; especially the first had the most influence on intents of revisits. 3)Third, the test on the hypothesis ‘Service quality will impact on intents of revisits’ resulted in positive effects of skin specialists (t=4.022, p<.001) and doctors (t=3.262, p<.01) on intents of revisits. The higher service quality provided by skin specialists or doctors, the higher the intent of revisits increases. ; Nevertheless, as the study is restricted due to the limited survey area in Seoul downtown, the fewer samples of male respondents, and insufficient control of factors such as clinic environment or intimacy between customers and staffs, it was difficult to drawn on significant statistical results. Any future study can expand this study to improve customer satisfaction further.

미용 종사자의 커뮤니케이션 스타일과 재방문의도의 영향 관계에서 고객신뢰도의 매개효과

이재림 ( Jae-rim Lee ),박은준 ( Eun-jun Park ) 한국미용학회 2021 한국미용학회지 Vol.27 No.6

This study aims to research the mediating effect of customer reliability in the relationship of the beauty professionals' communication styles and the intention to revisit to increase the reliability and revisitation of the customers who use beauty services. A self-administered survey with 23 questions related to general characteristics, communication styles, customer reliability, and intention to revisit was given to 413 customers. Through SPSS 20.0, frequency analysis, factor analysis, reliability analysis, regression analysis, and mediation regression analysis were performed. The result showed that communication style has 3 factors: cooperation type, control type, and professional type and that the customer reliability and the intention to revisit drew single factors, respectively. And all the effects of the beauty professionals' communication style on the customer reliability, the customer reliability on the intention to revisit, and the communication style on the intention to revisit appeared to have a positive effect. Also, the customer reliability showed the mediating effect in the relationship between cooperation type and the intention to revisit. And in the relationship of control type, professional type, and intention to revisit, by the full mediation effect, the customer reliability appeared to work as an essential variable in the relationship of communication style and intention to revisit. Based on this result, the author expects that this study can help expand the training for the communication style that fits the beauty service environment and create profits with the competitiveness reinforcement by the strategy development of proper service training and marketing for beauty professionals.

입지특성과 서비스품질이 고객만족과 재방문의도에 미치는 영향 연구 : 고객만족의 매개효과를 중심으로

박연수(Park, Yeonsu),이범웅(Lee, Bumung) 한국주거환경학회 2021 주거환경(한국주거환경학회논문집) Vol.19 No.2

본 연구에서는 실증적 조사를 통하여 소상공인의 매출증대에 영향을 미치는 요인들을 확인하고 분석함으로서 소상공인의 매출증대를 위한 시사점을 제시하였다. 이를 위해 입지특성과 서비스품질의 핵심 요인을 도출하고 고객만족과 재방문의도의 관계를 분석하였다. 분석결과 첫째, 입지특성 요인인 적합성, 접근성, 가시성 모두가 고객만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 서비스품질의 요인인 전문성과 편리성은 고객만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 고객만족은 재방문의도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 입지특성의 요인인 적합성, 접근성, 가시성 모두는 재방문의도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 또한 서비스품질 요인인 전문성과 편리성은 재방문의도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 다섯째, 입지특성과 재방문의도의 영향관계에서 고객만족은 매개효과를 가지는 것으로 나타났다. 구체적으로 입지특성의 적합성 및 접근성과 재방문의도와의 영향관계에서 고객만족은 부분매개효과를 가지며, 가시성과 재방문의도와의 영향관계에서 고객만족은 완전매개효과를 가지는 것으로 나타났다. 또한 서비스품질과 재방문의도와의 영향관계에서 고객만족은 매개효과를 가지는 것으로 나타났다. 구체적으로 서비스품질의 전문성 및 편리성과 재방문의도와의 영향관계에서 고객만족은 부분매개효과를 가지는 것으로 나타났다. This study tried to present suggestions to increase sales of small business by identifying and analyzing factors that affect the sales increase of small business through empirical researches. For the purpose, it is intended to analyze the relationship between customer satisfaction and revisit intention by deriving locational characteristics and service quality as key factors. The results of analysis are as follows. First, it was found out that all of the factors of locational characteristics, such as suitability, accessibility, and visibility, had a significant positive (+) effect on customer satisfaction. Second, it was found out that expertise and convenience, which are factors of service quality, had a significant positive (+) effect on customer satisfaction. Third, it was found out that customer satisfaction had a significant positive (+) effect on revisit intention. Fourth, it was found out that all of the factors of locational characteristics, such as suitability, accessibility, and visibility, had a significant positive (+) effect on revisit intention. In addition, professionalism and convenience, which are factors of service quality, were found out to have a significant positive (+) effect on revisit intention. Fifth, it was found out that customer satisfaction has a mediating effect in the relationship between locational characteristics and revisit intention. Specifically, customer satisfaction had a partial mediating effect in the relationship between the suitability and accessibility of locational characteristics and revisit intention, and customer satisfaction had a complete mediating effect in the relationship between visibility and revisit intention. In addition, it was found out that customer satisfaction has a mediating effect in the relationship between service quality and revisit intention. Specifically, customer satisfaction was found out to have a partial mediating effect in the relationship between the professionalism and convenience of service quality and the intention to revisit.

도심지 상업지역의 정부 지원사업 효과 분석

강성하,이정희,황성혁 한국유통과학회 2014 유통과학연구 Vol.12 No.12

Purpose - This study reviews the achievements of a pilot project for the revitalization of a commercial district performed for three years after its establishment in 2011. The project for the revitalization of the commercial district was performed to create a new local community space in connection with the traditional market and nearby districts. Although it was a pilot project, the project for the revitalization of the commercial district has been performed for almost three years. Therefore, this seems a proper time to conduct an interim evaluation of the project. This study aims to review and evaluate how the government support policy is influential for the revitalization of the commercial district. In other words, this research aims to identify what projects positively affected consumers’ intention to revisit the downtown commercial area among the commercial district revitalization projects-promotion events, promotion activities, education, merchants cooperation system, IT projects, cultural events, and residents’ communication. Research design, data, and methodology - This study designated seven management improvement projects affecting commercial district revitalization based on preceding studies. The survey of the degree of satisfaction on seven management improvement projects was executed targeting consumers who visited the commercial areas. Additionally, visitors' revisit intentions regarding currently visited commercial areas were also investigated. Therefore, revisit intention was set as a dependent variable and the satisfaction degrees of the respective management improvement projects were set as the independent variables. A total of 1,209 consumers were examined in six districts in the country. Result - Multiple regression analysis results showed that cultural events, education, the merchants’ cooperation system, and IT projects brought statistically significant effects to the revisit intentions of consumers. In contrast, promotion events, resident communication projects, and promotion activities did not affect the revisit intentions of consumers. Particularly, the residents’ communication project did not show significant influence because of consumers' recognition that it is similar to a cultural event. Conclusion - The following implications for the revitalization of business districts in the urban central area are drawn. From a general perspective, the businesses of culture, education, and cooperative system among seven businesses play positive roles regarding the intention to revisit so that the project is required to be promoted periodically through unique performances differentiated for each district, the merchant training reinforced for professionalism, and the expansion of joint events of merchants. Moreover, the sales promotion project and public relations activity are shown to be not influential to the intention to revisit. Therefore, while short-term sales promotion such as one-time gift events are required, sales promotion and public relation activities to induce revisits by mileage savings and accumulated gift presentation to attract long-term customers are required. The IT business is positively influential to the intention of revisit. Therefore, detailed information on the revitalized commercial district should be provided and additional functions such as discount coupons for continuous utilization should be included in the mobile app and the website.

A Study on the Relationship between Nail Care Behavior and Revisiting Intention of Working Women: The Mediating Effect of Psychological Utility

이혜련,김은숙 한국비즈니스학회 2024 비즈니스융복합연구 Vol.9 No.2

The purpose of the study is to elucidate the mediating role of psychological utility in the relationship between nail care behavior among working women and their intention to revisit. The study participants consisted of 509 working women aged 20-60 who had experienced nail care at least once in a nail shop. The research findings indicated that nail care behavior could be classified into three categories: individual satisfaction type, individuality and basic care type, and social image pursuit type, as determined through exploratory factor analysis. Furthermore, psychological utility was delineated by three factors: social relational utility, self-efficacy, and emotional utility. Secondly, nail care behavior positively and significantly influenced social relational utility, self-efficacy, and emotional utility. Thirdly, nail care behavior, self-efficacy, and emotional utility positively and significantly influenced revisit intention, while social relational utility negatively impacted revisit intention. Fourthly, upon confirming the significance of the mediating effects in the relationship between nail care behavior and revisit intention, social relational utility exhibited a negative mediating effect, whereas self-efficacy and emotional utility showed positive mediating effects. The implications of this study are that it presents basic data to understand marketing and consumer behavior by deriving the relational results of psychological utility and the direction of revisiting, one of the factors that increase the intention to revisit nail care with a short management cycle, Future research should further analyze why the characteristics of social relational utility did not influence revisit intention and explore the differences between self-efficacy, emotional utility, and social relational utility. Furthermore, there is a need for thorough discussions on psychological factors to better understand how they contribute to revisit intention in subsequent studies.