• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.3-7
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• 2006

현대 기업은 경영 전략의 방향 및 평가를 위하여 고객만족도를 조사한다. 특히 서비스업에서는 많은 경우 SERVQUAL 점수를 이용하여 고객만족도를 평가한다 SERVQUAL은 고객의 기대와 지각의 차이를 조사하여 고객만족도를 평가하며 22 개의 평가항목은 5가지의 품절특성 (유형성, 신뢰성, 대응성, 확신성 공감성)에 대한 SERVQUAL 접수로 산출된다. WSERVQUAL 접수는 SERVQUAL 점수에 단순평균방식과 상대적 중요도를 가중한 가중접수로 계산되는 방법으로 상대적 중요도를 파악하기 위하여 기존에서는 중요도에 대한 고객의 의견을 파악하여 적용하였으나 본 논문에서는 임성욱의 잠재적 고객만족 개선지수 (PCSI Index)를 적용하여 고객의 향후 잠재적 만족개선정도에 관한 내용을 포함한 가중치를 산정할 수 있는 방법론을 제시하였다.

• Journal of the Korean Society for Library and Information Science
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• v.52 no.1
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• pp.313-340
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• 2018

The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.11a
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• pp.482-486
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• 2006

1990년대 말부터 전세계적으로 이동통신 사용자의 수는 급증하였고, 2000년대에 들어서면서부터는 모바일 인터넷 사용자 수도 점차적으로 증가하고 있는 추세이다. 그러나 오프라인이나 기존e-commerce에서의 서비스 품질 측정에 대한 연구는 활발하게 이루어진 반면, 모바일 상거래에 관한 연구는 미미한 실정이다. 본 연구는 모바일 상거래에 대한 고객만족도에 영향을 미치는 요인을 찾아내고자 하는데 그 목적이 있다. 이를 위해, 모바일 상거래의 특징을 살펴봄으로써 모바일 상거래에서 고객 만족도에 영향을 미치는 요인들을 추출하고 체계적인 프레임워크를 제시하고자 한다. 또한 본 연구에서는 모바일 상거래 중 디지털 컨텐츠 다운로드 서비스의 실사용자들을 대상으로 설문조사를 실시하였으며 이를 토대로 Rasch 모형을 적용하여 고객군을 분류하고 요인별 중요도를 파악하며 고객만족에 대한 확률적 예측을 실행하였다.

• The Journal of the Korea Contents Association
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• v.11 no.12
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• pp.386-394
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• 2011

Recently it is difficult to draw an improvement for customer satisfaction because the ratio of satisfied customers increases in customer satisfaction survey. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. In order to solve these problems, it is necessary to develop a novel research to identify the strategy meanings and find dissatisfied factors of satisfied customers using the satisfied customers' reclassification. This study focuses on the satisfied customer segmentation based on Latent Class Analysis (LCA). The case study with high-speed internet service customers show that the satisfied customers are divided into three subgroups using LCA and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• Journal of the Korean Society for Library and Information Science
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• v.47 no.4
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• pp.335-361
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• 2013

This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items - namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.1-20
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• 2005

The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

• Journal of Digital Convergence
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• v.11 no.1
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• pp.139-144
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• 2013

This paper is an exploratory study to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, we compares the three satisfied customer reclassification methods such as attribute complex scores, satisfaction/dissatisfaction dimension and latent class analysis models. The case study results show that satisfied customer reclassification methods have merits and demerits and are expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• Proceedings of the KSCN Conference
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• 2003.05a
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• pp.132-132
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• 2003

국내 의료시장은 환자의 의식변화와 의료시장의 개방화에 따라 병원간에 치열한 경쟁적 환경에 높여있으며 환자를 환자 그 자체로서가 아니라 병원이 경영에 영향을 주는 결정권자로서 고객을 간주해야 한다. 고객만족의 중요성에 대한 인식이 높아지고 있는 가운데 고객의 품질만족도에 대한 조사는 매우 중요하다. 품질만족도란 구매를 서비스 받기 전에 기대하는 정도와 이용한 후 실제로 고객이 느끼고 인식한 정도의 차이인 품질만족도인 인식하고 있는 인식도와 기대도간의 차이이다. (중략)

• The Journal of the Korea Contents Association
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• v.11 no.7
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• pp.345-353
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• 2011

This paper is an investigative research to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, it is necessary to develop the new method to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study proposes the satisfied customer reclassification method based on attribute complex scores. The excremental results show that the it was expected to present more improved results than the number-producing oriented one dimensional model. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.8
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• pp.1170-1181
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• 1999

본 연구의 목적은 미국 의류점포의 판매규정과 고객의 점포에 대한 기대가 판매원과 소매점에 대한 만족과 평가에 미치는 영향을 조사하는 것이다 미국에 거주하는 한국 소비자들을 대상으로 먼저 시각적으로 분위기가 다른 두 점포에 따른 고객의 서비스에 대한 기대를 측정하기 위해 슬라이드를 보여주고 의류업체의 판매규정에 따른 의류에 관련된 문제상황을 설명해주는 시나리오(판매원 노력에 의한 문제 해결 또는 소비자 노력에 의한 문제해결)를 읽게 한 후 설문지를 작성하게 하였다 그 결과 업체의 판매규정이 판매원의 서비스에 대한 만족도와 평가 의류점포서비스에 대한 만족도와 평가에 영향을 미치는 것으로 나타났다.