• Title/Summary/Keyword: 고객인식

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Effect of Golf Resort's Service Quality on Value of Club Membership, Customer Satisfaction, and Customer Loyalty (골프리조트 서비스 품질이 회원권 가치와 고객 만족 및 고객 충성도에 미치는 영향)

  • Lim, Sin-Young;Yang, Hae-Sool
    • The Journal of the Korea Contents Association
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    • v.10 no.9
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    • pp.455-468
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    • 2010
  • The purpose of this study is to understand how and what kind of service quality impacts value of membership and customer satisfaction, and to analyze how value of membership and customer satisfaction influence on customer loyalty in order to apply the results of this study to the management level of individual companies. The valuable outcomes of the survey were 485 as a result of excluding both no response and non-trustful answers. The previous used questions of other researchers were modified and used in this study, and both SPSS 12.0 and AMOS 7.0 were in use as analytical softwares In this study, service quality of golf resort positively impacts membership's value, and service quality influences upon customer satisfaction in a positive way. The value of service quality heavily impacts customer satisfaction, and customer satisfaction positively influences upon customer loyalty. On the other hand, it is hardly find a remark between value of loyalty and customer's satisfaction.

The Impacts of Perceived Ethical Sales Behavior on Customer Satisfaction, Customer Trust and Customer Loyalty (지각된 윤리적 판매행동이 고객만족, 고객신뢰, 고객충성도에 미치는 영향에 관한 연구)

  • Park, Jong-Oh
    • Management & Information Systems Review
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    • v.29 no.1
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    • pp.145-176
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    • 2010
  • In most service organization, salespeople are the most visible representatives of the company. Salespeople are exposed to greater ethical pressures than individuals in many other jobs. In this context, the salesperson's ethical behaviour can play a critical role in the formation and maintenance of long-term buyer-seller relationships. Moreover, it can even generate liability problems for salespeople's organizations through both intentional and inadvertent statements. The purpose of this research focuses on the analysis of the role of ethical sales behaviour, as perceived by customer, in developing and maintaining relationship between the salesperson and the customer. Thus this study examines the relationship among perceived ethical sales behaviour, customer satisfaction, customer trust, and customer loyalty. The results of empirical analysis can be summarized by the following: First, perceived ethical sales behaviour had a significant direct effect on customer satisfaction, customer trust and customer loyalty. Second, customer satisfaction had a positive effect customer trust and customer loyalty. Third, perceived ethical sales behaviour had a significant indirect effect on customer loyalty through customer satisfaction and customer trust. Therefore, These finding will spawn both academic and practitioner interest in the salesperson's ethical sales behaviour and serve as a foundation for further research in this important area.

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Influential Relationship of Hotel's Corporate Social Responsibility with Hotel Image and Customer Loyalty (호텔기업의 사회적 책임활동, 호텔이미지, 고객충성도 간의 영향관계)

  • Cho, Kyung-Hee;Yoo, Yang-Ho
    • The Journal of the Korea Contents Association
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    • v.12 no.9
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    • pp.459-467
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    • 2012
  • In this study, empirical analysis was conducted to identify that the hotel's corporate social responsibility has an effect on hotel image, and examine the correlation between hotel image and customer loyalty, targeting customers who have used five-star hotels, located in seoul. As a result, it was revealed that the hotel's corporate social responsibility would have a significant effect on hotel image, and hotel image would have a significant effect on customer loyalty. These findings are meaningful in that this study provides proven data for accounting for the competitive advantage by using social responsibility activities more effectively and strategically through recognizing the importance of hotel's corporate social responsibility.

제도 & 시행 - 나라장터, "지문인식 전자입찰" 제도 시행

  • 대한설비건설협회
    • 월간 기계설비
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    • s.237
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    • pp.59-61
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    • 2010
  • 정부의 국가종합전자조달 시스템인 '나라장터'가 $\Delta$동일PC입찰 $\Delta$인증서 양도 대여 $\Delta$입찰 대리인 복수등록 등의 불법 부정 입찰을 줄이기 위해 4월부터 "지문인식 전자입찰"제도를 시행한다. 조달청은 나라장터를 개장하면서 IT강국답게 PC입찰을 결정했고, 인감을 대체할 수 있는 공인인증서를 도입해 운영단계에서 불법 전자입찰을 근절코자 노력을 기울여 왔다. 하지만 온라인상의 부정적인 방법이 날로 지능화되면서 입찰질서를 어지럽히게 되자, 실제 입찰자의 신원을 최적으로 확인할 수 있는 지문인식기술을 도입하게 됐다. 이번에 개발된 지문인식입찰시스템은 지문의 외피가 아닌 진피를 인식하기 때문에 실리콘이나 OHP필름 등을 통한 지문위조를 원천적으로 봉쇄할 수 있게 됐다. 따라서 이런 최신 지문인식 기술을 이용해 온라인상에서 입찰자의 신원을 확인한 후 사전에 등록된 입찰자의 신원과 동일한 경우에만 입찰서 제출이 가능하다. 조달업체의 입찰자(대표 또는 대리인)는 4월 이전에 국내 5개 공인인증기관을 통해 지문보안토큰을 구매하고 주민등록증과 지문보안토큰을 지참해 조달청 고객지원센터를 찾아 신원을 확인한 뒤 지문정보를 등록해야 하며, 지문 정보는 최대 3명까지 보안토큰에 등록돼야 입찰할 수 있게 됐다. "지문인식 전자입찰"제도는 단계적으로 확대돼 7월에는 나라장터뿐 아니라 모든 발주기관에 적용될 방침이다.

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A Case Study on the Knowledge & Information Contents Management of the financial Institution (금융기관의 지식정보콘텐츠관리에 관한 연구)

  • 장우권;김현희
    • Journal of the Korean BIBLIA Society for library and Information Science
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    • v.14 no.1
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    • pp.25-44
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    • 2003
  • This study is to investigate and analyze on the status and problems of knowledge & information contents management in the financial institution of Korea. The domain of research was made of user library, and archives management. The result of the study was as follows: 1) to provided knowledge & information contents on user. 2) to generated the problems on utilization and production knowledge & information contents as the lack of understanding 3) to had little understanding on knowledge information share and management. For example, to differ archives management and library. So, the researcher proposed an active programs on the above problems.

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The Effect of Perceived Customer Orientation on the Customer Intention in Fintech Service: Focused on the Technology Acceptance Model (핀테크 서비스에서 지각된 고객 지향성이 고객 의도에 미치는 영향: 기술수용 모델을 중심으로)

  • Jinyong Choi
    • Information Systems Review
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    • v.23 no.1
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    • pp.93-113
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    • 2021
  • Service orientation and customer orientation are recognized as important success factors in service companies. However, these constructs are evaluated through self-diagnosis within the service company based on service delivery experience. For this reason, Fintech companies that provide financial services based on non-face-to-face channels such as mobile APP have limitations in evaluating their service orientation and customer orientation. Therefore, in this study, the perceived customer orientation is conceptualized so that service orientation and customer orientation can be evaluated through customer evaluation. In addition, the antecedents and consequences of the perceived customer orientation based on the technology acceptance model were demonstrated. As a result, it was confirmed the mediating effect of perceived customer orientation in the relationship between perceived ease of use and usefulness and customer's continuous use intention and word of mouth intention. This study laid the foundation for the Fintech companies that provide all financial services throughout non-face-to-face to measure their service orientation and customer orientation through customer evaluation and utilize them in establishing service operation strategies.

A Study on Cloud Service Quality by Using Importance-Performance Analysis (IPA 기법을 적용한 클라우드 서비스 품질 분석)

  • Park, So Hyun;Lee, Kuk Hie;Park, Sung Sik
    • Journal of Korea Society of Industrial Information Systems
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    • v.21 no.2
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    • pp.73-91
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    • 2016
  • This study sheds light on the quality aspect of cloud computing services as next IT platform. Three tasks of the research are to extract the quality factors of cloud service from the user's viewpoint, empirically analyze the perceptual differences between the user group and the provider group by applying the IPA technique, and suggest some quality factors that need to be improved. Based on the previous researches and focus group evaluation, 13 quality factors have been established. Two field surveys have been performed respectively to collect the perceptual importance and satisfaction level of the users and the providers. It is shown that the quality satisfaction of the user group is lower than the quality perceived by the providers. And there exist significant differences between two groups in respect to quality importance level and IPA matrix. In conclusion, 6 quality factors that need to be improved are suggested such as service functionality, service availability, interoperability, scalability, confidentiality, and provider's responsiveness.

A Study on Third Party Logistics Services: User versus Provider Perspectives (물류서비스제공자(3PL)와 이용자간의 물류서비스 품질 인식의 차이 연구)

  • Kim, Hye-Jin;Kim, Jong-Hun
    • Journal of Korean Society of Transportation
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    • v.25 no.5
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    • pp.7-14
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    • 2007
  • The purpose of this study is to investigate the differences between the service providers and the users of 3PL services, in their perceptions about the qualities. The results of analysis identified five elements of the quality of 3PL services: reliability, efficiency, tangibility, responsiveness, and timeliness. The perceived importance and satisfaction showed the significant differences between 3PL service providers and the clients for all of the five elements. With respect to importance, efficiency showed the largest cognitive difference. Timeliness appeared to be the most important element perceived by both the service providers and the users. In terms of satisfaction, responsiveness indicated the biggest cognitive difference. In addition, it was noticed that the clients' satisfaction levels were particularly low, with respect to responsiveness and efficiency. It must be a strategic task of the 3PL service provider to improve customer satisfaction by reducing those cognitive differences.

Effects of Self Core Evaluation on the Customer Oriented Public Service: Mediating Effect of Job Engagement (지방공무원 핵심자기평가가 고객지향성에 미치는 영향)

  • Kim, Jeong Sook;Kim, Sung-Jong
    • The Journal of the Korea Contents Association
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    • v.15 no.8
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    • pp.209-217
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    • 2015
  • Main purpose of this study is to investigate the effect of the self core evaluation of local public officials on the customer-oriented public service provision. Structural Equation Model was applied to analyze the relationship between self core evaluation and customer oriented public service attitude. From theoretic point, establishing the relationship between psychological concept(self core evaluation) and attitude is contribution to existing literature in this area. Positive structural relationships between self core evaluation and customer-oriented attitude was confirmed from empirical analysis. While variable job engagement took intermediating role between self core evaluation and customer-oriented attitude. The result implies that organizational psychological approach might be a more effective policy measure to improve citizen's satisfaction for public services. For a extended periods, Korean government introduced various institutional arrangements to improve the customer satisfaction for public service. Hoever, the result was not satisfactory. The result of this study suggest psychological approach to improve public service customer satisfaction.

The Effect of Organizational Justice on Customer Orientation Moderating Effect of Employment Type (조직공정성이 고객지향성에 미치는 영향 -호텔기업의 고용형태를 조절효과로-)

  • Kwon, Na-Kyung;Lee, Sang-Jae;Kim, Hye-Lina
    • The Journal of the Korea Contents Association
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    • v.14 no.10
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    • pp.237-246
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    • 2014
  • The purpose of this study is to examine the relationship between customer orientation and organizational justice in hotel industry. Data were collected from employees who are working in the hotels of Seoul, South Korea and total 321 was used in data analysis. As a result of multiple regression analysis, the distributive justice and interactional justice had a positive effect on the customer orientation. However, the procedural justice had no effect on the customer orientation. Moreover, the type of employee moderates the effect between distributive and procedural justice and customer orientation, but, there was no significant moderated effect of employment type between the interactive justice and the customer orientation.