Journal of Internet of Things and Convergence (사물인터넷융복합논문지)

The Korea Internet of Things Society (한국사물인터넷학회)
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The Effects of Customer Relationship Management on the Management Performance of Senior Club Market-type Senior Jobs in Internet Environment

사물인터넷 환경에서 시니어클럽 시장형 노인일자리사업의 고객관계관리(CRM)가 경영성과에 미치는 영향

  • Lee, Jin-Yoel (Department of Silver Consulting, Dongseo University) ;
  • Youn, Ki-Hyok (Department of Social Welfare, Tongmyong University)
  • 이진열 (동서대학교 실버컨설팅학과) ;
  • 윤기혁 (동명대학교 사회복지학과)
  • Received : 2021.07.24
  • Accepted : 2021.08.25
  • Published : 2021.09.30
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Abstract

This study aims to empirically analyze the effect of CRM on the management performance of senior club market type senior job business. The purpose of this study was to provide basic data for the economic income creation of senior club market type senior job project. The results of this study are as follows: First, as a result of verifying the difference in management performance according to sociodemographic characteristics, there was a difference in age, academic background, and monthly average income. Second, the contact service and communication of senior club market type senior job business had a positive effect on the management performance. Based on the results of this study, the following suggestions are made. First, the database(DB) should be constructed reflecting the personal characteristics of consumers and the big data and artificial intelligence analysis should be utilized. Second, education using Internet environment such as YouTube and ZOOM should be strengthened and communication management should be strengthened based on information collected through customer monitoring.

본 연구에서는 시니어클럽 시장형 노인일자리사업의 고객관계관리(CRM)가 경영성과에 어떤 영향을 미치는지에 대해 실증 분석하고자 하였다. 이를 통해 시니어클럽 시장형 노인일자리사업의 경제적 소득 창출을 위한 기초자료 제공이 본 연구의 목적이다. 본 연구결과 첫째, 인구사회학적 특성에 따른 경영성과 차이 검증 결과 연령과 학력, 월평균 소득에서 차이가 있는 것으로 나타났다. 둘째, 시니어클럽 시장형 노인일자리사업의 접촉서비스와 커뮤니케이션이 경영성과에 정적인 영향을 미치는 것으로 나타났다. 본 연구결과를 바탕으로 다음과 같이 제언하였다. 첫째, 소비자의 개인적 특성 등을 반영한 데이터베이스(DB) 구축과 함께 빅테이터, 인공지능 분석을 활용해야 한다. 둘째, 유튜브, ZOOM 등 사물인터넷 환경을 활용한 교육과 함께 고객 모니터링을 통해 수집된 정보를 바탕으로 의사소통에 대한 관리를 강화해야 한다.

Keywords

Acknowledgement

본 연구는 2020년 동서대학교 학술연구조성비 지원에 의하여 이루어진 것임(DSU-20200031).

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