• The Journal of the Korea Contents Association
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• v.16 no.12
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• pp.300-309
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• 2016

The beauty industry relies heavier upon the specialized labor of beauty industry employees than any other industry. Beauty industry employees directly meet their clients and are required to provide services with extremely delicate care. The sense of happiness of employees working at the interface of service provision matters most importantly for beauty industry growth. In this study, the correlation among beauty industry employees' resilience, happiness index and job satisfaction was tested under hypotheses. As a result, their resilience was found to have a significant effect on happiness index and job satisfaction; happiness index, on job satisfaction and resilience; and job satisfaction, on resilience and happiness index. Consequentially, it was found that when individual happiness increased, their job satisfaction moved up along with job performance. In this sense, for the further development of beauty industry, it is deemed necessary to consider methods to improve the sense of happiness of beauty industry employees.

• The Korean Journal of Applied Statistics
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• v.23 no.6
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• pp.1023-1034
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• 2010

Noryangjin fisheries wholesale market is the largest wholesale seafood market in Seoul and the steady supply of fish is important in meeting consumer demand. Recent expansions (such as discount stores) has changed the fish distribution model and Noryangjin Fisheries Market is developing a new customer-oriented service strategy. In this study, we found the customer satisfaction factors and established a survey system for customer satisfaction for Noryangjin fisheries wholesale market. In addition, the customer satisfaction and loyalty levels are accurately diagnosed through surveys; in addition, the strategic direction of the customer satisfaction of Noryangjin fisheries wholesale market is presented.

• Journal of Korea Entertainment Industry Association
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• v.15 no.6
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• pp.71-80
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• 2021

This study is aimed at analyzing the characteristics of each service quality and the requirements of the customers followed by the classification of service quality factors of youth sports clubs by using Kano model. For this purpose, a survey was conducted by targeting on 257 subjects in 10 youth sports clubs in Seoul and Gyeonggi areas and for data processing, Microsoft Office Excel 2016 and SPSS 22.0 were used to carry out Frequency Analysis, Factor Analysis, Reliability Analysis, Kano model Quality Classification, Timko's Customer Satisfaction Coefficient, and the computation and analysis of Public-service Customer Satisfaction Index. The following shows the research findings. First, as a result of using Kano model to classify each item of the service quality factors of the youth sports club through Dualistic Quality Theory Attribution, one-dimensional quality elements resulted in all 22 items of service quality factors of youth sports club. Second, the customer satisfaction coefficient computation result showed that satisfaction coefficient appeared by the order of 'kind response of the instructor,'(0.81), 'attitude of the instructor'(0.80), 'systematic lecture program'(0.76), and 'variety of program)'(0.76) and dissatisfaction coefficient appeared by the order of 'clean and pleasant facility'(-0.79), 'attitude of the instructor'(-0.76), 'kind response of the instructor'(-0.76), 'convenience of parking facility'(-0.73), and 'promptness of business process'(-0.73). Third, the public-service customer satisfaction index placing appeared by the order of the 'attitude of the instructor', 'kind response of the instructor', 'clean and pleasant facility' and 'systematic lecture program'.

• Korean Association of Arts Management
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• no.54
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• pp.95-132
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• 2020

Many Korean traditional music such as Jongmyo Jeryeak and Pansori are listed as UNESCO World Intangible Cultural Heritage and are recognized for their value. However, compared to other genres, Korean traditional music shows various problems such as low proportion of paying audiences and bias of audience age. Previous studies in the performing arts point out that in order to solve these problems, it is necessary to analyze consumers. Existing previous studies on the Korean traditional music performance remained mainly to grasp the influence of performance quality of service on viewing satisfaction at the one-dimensional level. However, in order to meet consumer expectations, not only the satisfaction factor but also the reasons why performing art consumers do not consume performances. In addition, it is important to identify the factors that can cause service failure before the performance, to prepare countermeasures and to manage them continuously. In this study, the Kano-Timko model was used to classify the quality factors of Korean traditional music performances, and to identify the priority points of service failures of Korean traditional music performances through the potential customer satisfaction index. Through the results of this study, Korean traditional performing organizations and organizations will be able to prepare proactive countermeasures for service failures occurring in Korean traditional music performances and establish effective operational strategies to derive customer satisfaction. In addition, it is important to apply the concept of service failure in order to classify the performance quality of service that was identified only in a one-dimensional manner based on Kano model.

• Proceedings of the Korean Society of Computer Information Conference
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• 2016.07a
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• pp.63-64
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• 2016

고객만족 활성화를 위한 노력의 하나로 NPS 기반의 심층 VOC를 수집하여 프로세스 기반의 프레임워크 전략을 제안한다. 기존의 고객 Segmentation 방식은 조사 대상 전체의 응답자 특성을 기반으로 한 방식이다. 이 번의 제안한 전략 프레임워크는 순고객추천지수(NPS : Net Promoter Score) 실사를 통한 고개의 심층 VOC(Voice of Customer)를 기반으로 분석한 방식이다. 본 논문에서는 KISTI의 과학기술정보 서비스에 대한 고객만족도를 기반으로 하여 충성고객을 예측할 수 있는 프레임워크를 구축하는 것이다. 이를 위해 서비스를 경험한 2,500여 명의 의사결정자를 대상으로 과학기술정보 서비스에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 충성고객을 확보하는데 사전 예측자료로 활용될 수 있다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.01a
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• pp.201-202
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• 2018

본 논문에서는 국내에서는 처음으로 이용 고객의 변화를 3년간 추적하여 이용행태를 인지하고 대비하기 위해 적용한 방법으로서, 순고객추천지수(NPS : Net Promoter Score) 실사를 통한 고개의 심층 VOC(Voice of Customer)를 기반으로 분석한 방식이다. KISTI의 해외과학기술자네트워크(KOSEN : The Global Network of Korean Scientists & Engineers)의 서비스에 대한 고객만족도를 기반으로 하여 충성고객을 예측할 수 있는 프레임워크를 구축하는 것이다. 이를 위해 서비스를 경험한 500여명의 의사결정자를 대상으로 해외과학기술자네트워크 서비스에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 충성고객을 확보하는데 사전 예측자료로 활용될 수 있다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.04a
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• pp.86-89
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• 2000

통신 서비스에 대한 고객만족은 경쟁력의 원천이 되고 통신사업자는 이를 가장 효과적으로 개선할 수 있는 방법을 지속적으로 찾는다. 고객만족이 외부에서 측정되는 품질지표라면, 통신사업자의 내부 프로세스 성과지표, 통신서비스의 품질이나 성능 지표들은 내부 품질지표 이다. 본 고에서는 경쟁시장에서 소비자의 선택권이 강화된 시기에 통신사업자가 고객가치 향상을 위한 노력의 결과인 외부 고객만족도 (CSI) 조사 결과와 내부 서비스품질지수 (QOSI) 측정 결과를 상호 연계하여 분석하는 틀을 제시하고, 한정된 경영자원(인적, 물적) 투입의 우선순위 결정에 활용은 물론 고객만족도의 변화를 예측할 수 있는 방안을 개념화하고 적용모형을 예시하였다.

• Asia Marketing Journal
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• v.10 no.2
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• pp.99-123
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• 2008

Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests that both functional values and hedonic values should be included in developing the index of consumer satisfactions. The purpose of our study is to investigate the relationship between shopping value and consumer satisfaction, and actual patronage behavior. Shopping values is defined as the difference between total benefits and total shopping costs. Total benefits include the dimensions of product quality, service quality, and hedonic benefits. Total costs are classified as the monetary costs and non-monetary cost. The conceptual framework developed for this empirical study is as follows.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.275-282
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• 2006

급변하는 무한경쟁의 기업 상황에서 앞으로 기업의 생존을 결정할 새로운 시장과 신제품의 방향은 매우 중요한 전략결정이다. 블루오션 전략에서는 기업의 생존을 위해서 기존의 경쟁 시장에서 벗어나 개척되지 않은 새로운 시장으로의 진입을 강조하였다. 이러한 새로운 시장의 진입을 결정하는 방법으로 전략캠퍼스를 제시하였다. 그러나 전략캠퍼스는 기업에서 블루오션을 찾는 방법에서 한계를 갖고 있었다. 본 연구에서는 블루오션 전략의 전략캠퍼스를 대신하여 새로운 시장 또는 제품의 선정방법으로 Timko의 고객만족계수를 사용하였고 레드오션의 유지 전략을 잠재적 고객만족 개선 지수(PCSI Index)를 적용함으로써 고객의 소리를 통하여 블루오션의 접근하는 방법을 제시하였다.

• Journal of Venture Innovation
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• v.1 no.2
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• pp.61-73
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• 2018

Many studies have focused on improving the predictability of influential variables in the area of customer services. For a long time, customer satisfaction index(CSI) were the best matrics of customer loyalty. In 2003, net promoter score(NPS) was introduced and in many cases this matrics was more predictive than CSI. In 2010, customer effort score(CES) was introduced and in the service areas this matrics was more predictive than CSI and NPS. This study compared with 3 matrics based on the criteria which composed of basic assumptions, time perspective, measuring items, objectives of matrics, application areas, and limitations of application. The dominant matric which was applied in all functions and industries was not exited. For the purpose of improving predictability, single or compound matrics are useful according to industries and usage.