• The Korean Journal of Applied Statistics
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• v.23 no.5
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• pp.799-812
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• 2010

The public banking market (the main eld of the second banking sector) faces increased competition du to the expansion of the rst banking sector. In this situation, Customer Satisfaction Management(CSM is emerging as a core business factor to create continuous growth without competitive exclusion because it is possible to churn management and draw an advocate customer. In this pa- per, with Suhyup mutuality bank as a sample for research, I have looked for necessary Customer Satisfaction(CS) factors and deduced a Customer Satisfaction Index(CSI), Customer Loyalty and Net Promoter Score(NPS) of detail factors in CS through a survey. Based on these result, the strategic factors required to improve CS were found and strategic directions for CS were proposed through a CS portfolio analysis.

• The Journal of the Korea Contents Association
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• v.18 no.5
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• pp.464-471
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• 2018

The business card is regarded as the simplest means as well as a tool the most likely to use as a means of sales. Every day, we are exchanging business cards with many customers, but the paper based business card is easy to discard and difficult for searching information on the business card. As a solution, if we take a photographed business card with a smart phone and make it into a database, we can easily obtain customer information we wanted for sales at any time. In this study, we develop an application solution based on electronic business card database that supports sales management. The system operates in a cloud environment and has various decision support functions such as customer's human network management, customer classification, and finding prospective customers.

• 한국체육학회지인문사회과학편
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• v.51 no.2
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• pp.315-325
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• 2012

The purpose of this study was to investigate the effects of the service quality, customer satisfaction and revisit intention for all operating ski resorts in Korea. This study was conducted by separating the entire domestic ski areas by the three investigations. Through a field study, a total of 1963 skiers from 17 operating ski resorts was appropriately selected and responded to the survey questionnaire. It was analyzed by using spss 13.0 and amos 5.0. The results can be summarized as follows. Firstly, the service quality of all domestic ski resorts affected satisfaction of the customers. Secondly, the service quality of all domestic ski resorts affected revisit intention of customers. Thirdly, the customers' satisfaction on the domestic ski resorts affected revisit intention of the customers.

• Culinary science and hospitality research
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• v.18 no.4
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• pp.1-14
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• 2012

The focus of this study is on investigating an appropriate selling strategy for the guests of a fine dining restaurant in deluxe hotels located on seoul. As survey methods, questionnaires were prepared and distributed to the customers who visited the restaurants of five-star hotels in Seoul. The survey was carried out from July 1 to August 30, 2010. Total 223 copies of questionnaire were used for final analysis. Frequency analysis, descriptive statistics, exploration factor analysis, and reliability analysis were conducted through SPSS 18.0 for final analysis, and path analysis was conducted through AMOS 18.0 for verification of hypotheses. The hypothesized relationships among the models were tested simultaneously by using a structure equation model(SEM). The proposed model provided an adequate fit to the date, $X^2$ = 143.934(df=120, p<.001), GFI=0.935. AGFI= 0.907, RMR=0.022, CFI=0.983. The study results are as follows. First, the restaurant employee's adaptive selling strategies consist of persuasion-suggestion, kindness-rapidity. Second, in the result of analysis to understand the influences between customer satisfaction and adaptive selling strategies, customer satisfaction is shown to have an influential relationships with persuasion-suggestion strategy and kindness-rapidity strategy of employee's adaptive selling. Third, all adaptive selling strategies did not affect customer loyalty. Finally, customers who are satisfied with such services have a significant effect on customer loyalty and supports the existing previous studies.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.294-306
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• 2009

Although the external aspects of the family restaurant industry such as sales volume and the number of restaurants are rapidly increasing, and the environmental changes of the restaurant industry give rise to the importance of a more systematic and detailed study. The objective of this study is to examine which factors and how they influence the intention of revisit, and present an effective restaurant marketing strategy based on the analytical results by patrons and market segmentations. In order to substantiate the proposed model of this study, the SPSS Win 12.0 program was used for the statistical analysis. The results showed that service quality factors had a positive effect on satisfaction, word of mouth, recommendation and intention of revisit. The study verifies how service quality which consists of selection attribute, customer satisfaction and intention of revisit influences revisit.

• Culinary science and hospitality research
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• v.20 no.4
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• pp.59-74
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• 2014

This study aims to promote the sales of wild vegetables, which are considered well-being food. To do this, a survey was conducted based on the research model and hypotheses about the effects of the characteristics(safety, taste, price) on customer satisfaction, trust, and repurchase intention. The results are as follows. The characteristics of wild vegetables(safety, taste, price) had positive effects on customer satisfaction and trust(p<0.01). Also, customer satisfaction had a positive effect on customer trust(p<0.05). Therefore, the characteristics of wild vegetables(safety, taste, price) can be the major factors to improve customer satisfaction and trust, leading to continuous sales and repurchase.

• Korean Journal of Construction Engineering and Management
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• v.17 no.2
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• pp.3-11
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• 2016

CM at Risk has been introduced in Korea to keep up with the global standards of construction management and provide a higher quality of cm service in line with a rapid change of the construction industry recently. However, it is widely considered that more time would required to settle down the system due to a lack of understanding towards CM at Risk, shortage of reliability and low capability to manage and undertake CM at Risk. Therefore, this research is analyzed problems of contract types, open book policies, and contract conditions of 33 numbers of projects undertaken by a bespoke domestic construction management firm in this research. Moreover, this research is suggested a method to establish an open book policy of CM at Risk aiming a better customers satisfaction through staff training, simplifying and improving a payment system, and a way to settle down an open book policy by improving a performance management system on site. It's expected that this research will contribute to a more competitive system with more dominating the market and a differentiation of the service so as clients to rely more on the CM at Risk.

• Information Systems Review
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• v.24 no.2
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• pp.41-66
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• 2022

With the development of IT, mobile apps and the expansion of contactless services due to COVID-19, "smart orders" have recently been activated in the food and beverage service. Even in recent years, when sales have declined, the number of orders made by smart orders has been steadily increasing, and this ordering method can accumulate customer data, enabling effective customized services in the future. In the present study, satisfaction with smart orders and continuous use intention were studied based on the technology acceptance model (TAM). And it focused on whether there is a difference in personality when using smart orders. For this purpose, a survey was conducted on 317 smart order users, and the hypothesis was verified by structural equation model analysis. Perceived benefits had a significant effect on satisfaction; also, satisfaction had a significant effect on continuous use intention. There is a significant disparity between introvert and extrovert type. As a consequence, the introverted type has a greater intention to perceive usefulness of smart orders and continuously use them. These results suggest that the customer's personality type should be considered in future customer customization strategies.

• Culinary science and hospitality research
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• v.21 no.5
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• pp.1-13
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• 2015

The purpose of this study is to investigate the moderating effects of consumer's trust on the relationships among consumer's corporate association, self image congruence and satisfaction in the food companies. The survey was administerd to 215 consumers living for Seoul in Korea. The results indicated that the proposed model fit to the data well(${\chi}^2$(df=113)=221.565, GFI=.889, CFI=.960, RMSEA=067). The finding showed that consumer's corporate ability(${\beta}=.323$) and corporate social responsibility(${\beta}=.454$) among corporate association have a significantly positive effect on their self image congruence and self image congruence significantly positive effect on consumer satisfaction(${\beta}=.339$). In addition, consumer's corporate ability was significantly positive effect on their satisfaction(${\beta}=.373$). Also, this study found moderating effects of consumer's trust on the relationship between corporate association and consumer satisfaction, the results indicated that significant relationships varied to consumer's trust level. Limitations and future research directions are also discussed.

• The Journal of the Korea Contents Association
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• v.18 no.11
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• pp.406-415
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• 2018

Educational satisfaction is an important indicator of the educational field but the existing customer satisfaction index mainly focused on partial area because measurements could not reflect the alteration of university environment. The purpose of this research is to develop a new UCSI for university to improve the quality of university education. This research demonstrates validity and reliability of UCSI. This research uses the second-order confirmatory factor analysis. The results indicate that the reliability and validity of UCSI is verified. Education condition, education course, university development and student support are clarified to be appropriate components of the satisfaction survey. This research develops UCSI and applies it in a university. University managers can be used to measure the satisfaction level of university education and to improve the quality of university education.