• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.106-110
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• 2006

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2012.10a
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• pp.911-914
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• 2012

For competitiveness of national B2C (Business to Customer) service industry, improvement of process and analysis focused on customer and change of service system are needed. To achieve this goal, accurate feedbacks from customers play an important role; however, there is no quantitative and standard system in Korea. The medical tourism industry is taking center stage as a high value added industry among many other B2C service industries. In this paper, we suggest an evaluation model for customer satisfaction measurement about medical tourism industry and the application system on smartphone for that.

• International Commerce and Information Review
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• v.3 no.2
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• pp.93-111
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• 2001

The purpose of this paper is to study the mechanism of Acquisition of Customer Knowledge through Web Site at Global Electronic Commerce Times in Korea. The major findings of this paper is that the models of inter-business alliance network for EC based on contents, types of participating company, categories of business of participating company, modes of alliances, and concentrated industry or function are various and complex. Therefore all companies should know this result and reflect in their business strategy.

• Journal of KIISE:Information Networking
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• v.32 no.2
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• pp.220-235
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• 2005

Internet Service Quality has been constantly the center of attention to Internet Service Providers. The KII project plan (Korea Information Infrastructure) aims to build broadband backbone networks mainly through optical fiber cables and ATM switches and to Provide the government ministries, local authorities and non-profit organizations with high-speed, highly capable broadband access to these networks at reasonable rates. The KB service model, however, is different from other Internet Service models much in the same way SP (Service Provider) and NP (Network Provider) differ from each other. In this paper, we evaluate KII service according to various customer satisfaction indicators under the methodologies and categories as put forth in both the ACSI (American Customer Satisfaction Index) and SEM (Structural Equation Model). We use a structural equation model (SEM) to demarcate the Korea Information Infrastructure Customer Satisfaction Index (KIICSI) in relation to network service quality. The results of our study suggest some strategies for the KII Project need to be modified and effectively implemented in order to increase the satisfaction level of the KII customers.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2010.10a
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• pp.638-640
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• 2010

The business of companies has become more fierce due to the age of limitless competition. In addition, to improve the service satisfaction of their customers, they have continued their efforts. The researches about making their efforts get profits have done. As a result, CRM(customer relationship management) which is appropriate to analysis, evaluate and draw one of solutions to satisfy customers is received attention. Therefore, in this material we consider a architecture for keyword extraction system which is a kind of necessary technology for e-business model to provide a differentiated service. And then we could get the know-how of customer acquisition and maintenance.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.726-738
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• 2016

This paper aims to examine structural relationship between the influence factors of customer loyalty, hypothesizing that m-CRM characteristics, market orientations, relationship quality and relationship length plays a crucial role in achieving customer loyalty in insurance companies. Total of 255 valid sample data were used to test study hypotheses. By using Structure Equation Modeling(SEM) method, the results show that m-CRM characteristics and customer orientation significantly influence to relationship quality except competitor orientation and all relationship quality are very significantly influence to customer loyalty being consisted of customer retention and word of mouth effect. In addition, the modulation effect of relationship length is confirmed about relationship between relationship quality and customer loyalty. A real situation we conducted our research may enable academics and practitioners to understand the antecedents and outcomes of m-CRM implementation in terms of market orientation.

• Journal of Venture Innovation
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• v.4 no.3
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• pp.49-67
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• 2021

This study analyzed the effects of hospital service quality, emotional attachment, and perceived value on customer satisfaction. In particular, the purpose of this study was to understand the role of emotional attachment and perceived value in the relationship between hospital service quality and customer satisfaction. For this purpose, the results of structural equation model analysis with the data collected by conducting a survey on customers visiting small and medium-sized hospitals were as follows. First, hospital service quality felt by hospital customers had a significant effect on emotional attachment and customer satisfaction, but had no significant effect on perceived value. Second, the emotional attachment felt by customers who visited the hospital had a significant effect on perceived value and customer satisfaction. Third, emotional attachment felt by customers in the relationship between hospital service quality and customer satisfaction had a significant mediating effect. Through the above results, it was confirmed that the service quality felt by customers visiting the hospital leads to attachment to the doctor's competence and medical technology competency, which leads to an increase in customer satisfaction through this attachment. The implications obtained based on these results are as follows. In order for the service quality felt by the customers who visit the hospital to lead to customer satisfaction, above all, it is important to focus on the emotional attachment they can have and find a strategy to improve the service quality. In other words, it is necessary to establish excellent medical staff and medical technology so that hospital customers can have high confidence in the competence of doctors and medical technology, and establish a public relations strategy that can effectively display these competences. Through these efforts, hospital customers will feel a strong attachment to doctors and medical technology, which will increase their satisfaction with the hospital.

• The Journal of the Korea Contents Association
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• v.10 no.11
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• pp.189-197
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• 2010

The purpose of this study is to promote efficiency of hospital management with customer satisfaction by understanding qualitative system about more systemic hospital service coordinator's job under analyzing the satisfactory degree and coherence of hospital service coordinator's job because of increase of customer need level by medical environment improvement and the variety of offering method of medical service. I allocated a questionnaire per each dental clinic at total 226. According to the study results stated above, generally necessity on employment of a coordinator appeared high and to the necessity, I considered that a dental clinic coordinator's job must strengthen the role for going still more to customer with discriminated mind and service not simple kind service to medical consumer, with establishing more systematic and realistic educational culture in qualification and educational department of a dental coordinator. Also a dental coordinator must be changed to promote customer satisfaction and efficiency of hospital management by more systematic business assignment and role establishment.

• Journal of Digital Convergence
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• v.14 no.8
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• pp.115-125
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• 2016

Recently, there has been a demand for high quality services as the number of stores that use IT devices increases, and the importance regarding that matter has been emphasized. This study analyzed the factors that influence the effects of Store-IT Management Service. With customers who experienced Store-IT Management Service Quality as targets, it figured out the effects that Store-IT Management Service Quality had on Service Confirmation, Customer Satisfaction, and Continuous Intention. As a result, looking closely at the effects that Store-IT Management Service Quality had on Service Confirmation, it turned out that empathy, reliability, tangibility, and assurance had positive effects. As for the effects that Store-IT Management Service Quality had on Customer Satisfaction, empathy, reliability, and tangibility turned out to be important factors that had positive effects. In addition, Service Confirmation and Customer Satisfaction to Store-IT Management Service Quality turned out to have positive effects on Continuous Intention. With these results, given factors of Store-IT Management Service Quality, via Service Confirmation and Customer Satisfaction, were verified to have positive effect relationships with Continuous Intention. The result of this study is expected to help enhance Store-IT Management Service Quality.

• Proceedings of the Korean Society of Computer Information Conference
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• 2009.01a
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• pp.333-336
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• 2009

교수학습 성과지표의 측정을 위해서 봉 연구 통해 개발한 도구를 기관이나 개인의 교수학습 상황 진단에 적용할 수 있을 것이다. 교수 학습의 측정지표를 개발하고 이를 활용하고자 하는 목적은 사회변화에 부합되는 교수학습을 통해 교수학습의 질적 제고를 꾀하고 고객만족을 통해 대학의 위상을 제고하기 위함이다. 측정결과는 대학의 교수학습의 성과를 시대변화에 부합되도록 업그레이드시키고, 교수학습의 동기부여 차원에서 측정결과가 우수한 교수를 발굴하여 적절한 보상을 하여 창의적 교수법이 확산될 수 있도록 유도할 수도 있을 것이다. 이울러 구성원의 업적평가에 반영할 수도 있을 것이다.