• Journal of the Korea Academia-Industrial cooperation Society
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• v.7 no.4
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• pp.753-758
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• 2006

The recent drastic increase of imported foreign restaurants provided the importance of service quality and the customer satisfaction is considered as the most important factors for the business activity. In order to identify the important factors for the customer satisfaction of the family restaurant in Korea, we attempt to test the validity of host call service as a significant variable in the family restaurant using Fishbein behaviour model. Based on literature review, the empirical study was conducted using the questionnaires for customers of the family restaurant in Seoul. Descriptive statistics, t-test, F-test and regression analysis were made of the gathered questionnaires using SPSS programs. The results shows that four hypotheses established in this study were significant. Therefore, host call service in the family restaurant should be introduced to increase the customer satisfaction. In conclusion, it proved that host call service in the family were the important factors that could satisfy the customers and the family restaurants will have to make a great effort to develop the differentiated service so as to enhance their competitiveness.

• Journal of Digital Convergence
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• v.14 no.9
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• pp.99-109
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• 2016

This paper aims to examine the role of mediating effect of trust to leaders on the relation between internal marketing and customer orientation. A survey was conducted to examine the responses of 570 employees. Reliability, confirmatory factor analysis and structural equal modeling were used for results. The following are the summary of hypothesis test. First, internal marketing has positive effect on customer orientation. Second, internal marketing has positive effect on employee's trust to leaders. Third, trust to leaders has positive effect on customer orientation. Fourth, the mediating effects of trust to leaders partially mediated the relationships among empowerment, training, reward, internal communication and customer orientation and fully mediated the relationship between management support and customer orientation. Therefore, the results of this study have many theoretical and practical implications.

• 한국IT서비스학회:학술대회논문집
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• 2003.11a
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• pp.194-201
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• 2003

본 연구는 최근 국내 SI 기업의 활발한 해외시장 진출과 관련하여 일반적인 IT 서비스의 성질을 도출해 고객의 구매결정을 방해하는 요인을 찾아내고 이를 해결하기에 적합한 시장진출유형을 제시하는 것을 목적으로 한다. 또한 거래비용 관점에서 SI 기업에게 가장 효율적인 진출유형이 무엇인지를 도출하는 것이다. IT 서비스는 구매계약이 체결된 이후에 생산이 시작되므로 일단 사용해 본 후에야 품질평가가 가능한 경험적 성질을 갖는다. 따라서 해당 SI 기업과의 사업경험이 없는 고객은 구매 전에 IT 서비스의 품질을 평가할 수 없기 때문에 구매에 대한 높은 불확실성을 인식하게 되고 이것은 구매결정을 방해하는 요인으로 작용한다. 이러한 문제는 SI 기업이 새로이 해외시장에 진출할 때 현지에서 명성과 신뢰를 쌓고 있는 기업과의 합작투자를 통해 해결될 수 있다. 왜냐하면 이럴 경우 IT 서비스와 관련해서는 아직 사업경험이 없다고 할지라도 현지 기업의 명성이나 신뢰, 또는 기존의 돈독한 사업관계를 통해 SI 기업이 자신을 속이거나 배반하지 않을 것이라는 기본적인 믿음을 통해 고객의 불확실성을 감소시킬 수 있기 때문이다. 또한 시장거래비용과 관리적 거래비용 측면에서 순수 자회사 설립보다는 현지 시장 및 고객환경에 밝은 현지 기업과의 합작회사 설립을 통해 진출하는 것이 보다 효율적이다. 이와는 달리 최근 국내 대형 SI 기업의 해외진출 현황을 살펴보면 자회사 설립을 통한 진출을 선호하는 것으로 나타났는데 이것은 이들이 속한 그룹사들이 많은 해외시장 경험을 통해 해당 시장환경에 익숙하기 때문에 현지 기업의 도움 없이도 시장개척이나 고객확보가 가능하다고 판단했기 때문이라고 해석된다. 본 연구결과는 특히 해외시장 경험이 아직 부족한 국내 SI 기업들이 해외시장에 진출할 때 유용한 자료로 활용될 수 있다.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.13-27
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• 2022

This study focused on the role of service robots as employees, and examined how robot services affect customer behavior compared to human employees in service success and failure situations. The three experiments were performed on barista robot, serving robot, and chef robot. The results of this study are as follows. First, in the case of service success, customers showed similar intentions for revisit regardless of employee type. On the other hand, in the case of service failure, the revisit intention was found to be more negative than that of the human employee when the service was received from the robot employee. The reason for this was found to be that customers had lower expectations for the capabilities of service robots compared to humans. Finally, customers perceive that robot services are more stable than human services.

• Journal of the Korean Society of Food Science and Nutrition
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• v.42 no.4
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• pp.633-643
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• 2013

This study investigated the efficiency of university foodservice operations by analyzing the effect of consumer's perception towards university foodservice quality. University students in the Jeonnam area were surveyed and 571 out of 700 surveys were chosen (response rate: 97.0%). SPSS (ver. 20.0) was used to conduct descriptive analysis, factor analysis, reliability analysis, t-test, and multiple regression analysis. The results show that 21.9% of university students have never used the university foodservice, while 48.7% of university students have eaten there 1~2 times per week. The most common reasons reported for avoiding the university foodservice were a limited menu selection (51.5%) and an untasty food (45.8%). The perception of overall service quality at the university foodservice scored relatively low (3.01 points), compared with its importance (3.89 points). The food taste, menu variety, and quality of food ingredients are factors that require improvement for operational strategies by the importance-performance analysis (IPA). The food factors (taste, variety, and quality) among university foodservice qualities had a significantly positive effect on consumers' overall satisfaction (p<0.001), perceived value (p<0.01), intent to recommend (p<0.001), and intent to revisit (p<0.01). These result indicate that the university foodservice management should focus on developing food factors and strive to meet the needs of university students through continuous customer surveys.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.10
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• pp.1491-1497
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• 2006

The purpose of this study was to analyze the relationship among inpatients' perceptions of foodservice quality, satisfaction and revisit intention. Questionnaires were hand-delivered to 350 inpatients and a total of 230 questionnaires were usable (response rate 65.7%), Statistical data analysis was completed using the SPSS Win 11.0 for descriptive analysis, independent t-test, $x^2$ test and k-means cluster analysis. The results of this study can be summarized as follows: The average score of overall importance of meal service in medical service was 4.25 out of 5.0, yet the score of overall quality of meal service and value had lower than importance score. A helpfulness to medical treatment (3.48), bringing customer happiness (3.18), overall satisfaction for foodservice (3.66), satisfaction based on expectation before discharge (3.53) and offering foodservice apt to hospital reputation (3.40) were measured as expressions of satisfaction. As a result of clustering analysis, two clusters were classified and named as affirmative opinion group and negative one. Expectation for four factors of foodservice quality between two groups had no significance. But affirmative opinion group had significantly higher score than negative one in perception and satisfaction. Affirmative customers' intention to revisit in the near future was evaluated as high in both considering general medical service (4.04) and reflecting meal service level (3.84).

• Journal of the Korea Convergence Society
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• v.8 no.3
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• pp.205-214
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• 2017

The purpose of this study is to identify the perceptions of organizational members in new product development. This study suggested the successful new product development through the awareness among CEO and other members of the recognition of various factors that appear in the process of new product development by technical-oriented venture companies. Other members were more competitive in the technical area than CEO and were recognized as important strategic factors. As perceived market environment, perception of macro-environment is perceived by other members to be sensitive technical environment and economic factors, and law part is recognized as important. Recognition in a micro-environment has been associated with higher perceptions of employees and competitors, and siliar perceptions of marketing strategy and supplier relationships. This study suggested strategies for successful new product development by reducing the difference of perception between communication and environment of new products by SEMs and venture companies.

• Proceedings of the Korea Technical Association of the Pulp and Paper Industry Conference
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• 2001.11a
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• pp.200-200
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• 2001

백판지 면성은 표면 백색도의 변이, 불투명도의 변이, 광택도, 거치름도, 표면 지합, 표면 요철 등 다양한 인자들로 표현되고 있다. 인쇄소에서는 인쇄를 하기 때문에 화선 부에서의 백색도나 불투명도 등은 크게 불만 요소로 작용하지는 않으나 표면 요철의 경우에는 인쇄 후 화선부에서도 나타나기 때문에 고객 불만의 한 요소로 인식되어 진 다. 따라서 본 연구에서는 백판지 면성의 여러 인자 중 표면 요철의 평가에 대해 다루 고자 하였다. 백판지 표면 요철을 시각적으로 나타내기 위한 방법으로 3-Dimensinal topography를 얻을 수 있는 Zygo와 Stylus를 이용, FFT 변환을 통하여 2-dimensional topography를 얻는 방법이 연구되었다. 그러나 기자재 비용, 측정 시간 등의 문제 등으로 표면 요철 을 평가하기 어려운 점이 있다. 본 연구에서는 백판지를 T APIO를 이용하여 O.2mm간격으로 두께를 측정하였고 A verage slope와 Profile length라는 개념을 도입하여 수치 적으로 표면 요철을 정 량화 하였다. Average slope는 1mm 간격으로 이동하였을 때 높이의 편차를 평균하는 값이다. 또 한 Video eam을 이용하여 표면 요철의 형태를 촬영하여 시각적으로 판단할 수 있도록 하였다. 위의 측정 방법으로 국내, 외 12개의 Sample에 대해 Profile length와 Average s slope를 계산하였다. 고객의 주관적 평가를 의사결정 방법 중 하나인 AHP법을 이용하여 주관적인 정성 평가를 수치적으로 정량화할 수 있었으며 실제 측정 결과와 비교, 상관분석을 실시 하 였다. 고객의 평가 결과와 Profile length, average slope의 상관성을 분석한 결과 A Average slope에서 유의성 있는 상관성을 얻을 수 있었고 표면 사진을 비교하였을 때 C Coating 방식 등을 유추할 수 있었다. 이러한 평가 방법을 현장에 적용하였으며 그 결과, 공정 개선 전, 후의 표변을 측정, 개선 유무를 쉽게 판단할 수 있었다.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.23 no.4
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• pp.109-116
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• 2015

The more advanced IT and mobile technologies get, the smarter customers become in the use of airline services. Using an airline, passengers are expecting more value than what airline're willing to provide them. Therefore this paper tries to find out the effect of airline staff's perception of airline's service management strategies to realize passengers' value based on previous oversea's research results. First of all, this paper provides t-test analysis results between passengers and airline staff regarding the perception of airline's service management strategy and customer orientation. Moreover, it was analyzed how the staff's understanding of the upper management's decision on service strategies would results in meeting customer's expecting values through such mediating variables as job satisfaction and customer orientation. It was proven the perception of service management strategies by staff played a very important role to realize customer's value.

• Journal of the Korean Society of Clothing and Textiles
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• v.28 no.2
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• pp.252-261
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• 2004

In this complex marketing world, marketers find themselves having to grapple with difficult issues about branding and their brand management. In many cases, a deeper understanding of how consumers feel, think, and act could provide valuable guidance to address these brand-management challenges. The objective of this study is to conceptualize and test the framework of building fashion brand equity, utilizing Keller＇s CBBE Model as a theoretical framework and Kim and Lim＇s (2002) scale as a measurement model of fashion brand equity. We conducted a survey toward 696 university students using Kim and Lim＇s fashion brand equity scale. To test the hypothesized building paths of fashion brand equity, statistical analyses were performed with AMOS 4.1 program using confirmatory factor analysis and structural equation model. The results of this study were as follows. First, fashion brand equity was defined in terms of six components; customer-brand resonance, customer feeling, customer judgment, brand imagery. brand performance and brand awareness. Fashion brand equity was multi-dimensional brand attitude, which could be measured by 16 items. Consequently, Kim and Lim＇s scale acquired a statistical validity. Second, the proposed conceptual framework of this study was partially significant. We can provide an effectiveness of Keller＇s CBBE model to conceptualize the building process of fashion brand equity. Third, it was different between two brands to build fashion brand equity.