• Journal of the Korean Society for Library and Information Science
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• v.42 no.1
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• pp.295-311
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• 2008

The authors examine the service quality of the National Library of Korea and its effects on the customer satisfaction and the annual number of visit. In particular this article tests the actual effects of the extension of opening hour that has been famous for increasing ratio of library operation and employing more librarians. A survey of 332 customers was conducted to measure individual perceptions on the customer service and satisfactions and estimate structural equation models across two time slots: the daytime, and night hour. The major findings of this study are that the service quality tends to increase customer satisfaction.

• The Korean Journal of Air & Space Law and Policy
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• v.30 no.1
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• pp.65-94
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• 2015

Since American Airlines launched AAdvantage which was the first Frequent Flyer Program in 1981, many people has accumulated mileage credits, and now, frequent flyer program(FFP) is the universal marketing tool to the airlines. These days, airlines establish a strategic alliance with domestic and foreign companies of various fields ; other airlines, travel agencies, car hire firms, hotels, department stores, even credit card companies. However, more people want to use their mileage credits, more airlines reject to approve that or change frequent flyer program against their customers. Last year, Northwest, Inc. v. Ginsberg, the United State Supreme Court made a decision that the preemption provision of Airlines Deregulation Act(ADA) preempts state laws related to rates, routes and services for air carriers including implied covenant of good faith and fare dealing. Thus, the claim of Ginsberg was canceled, it means that Northwest Inc. could terminated one-sidedly his membership in the frequent flyer program. In the contrast, Korea does not have the statute like ADA. If customers file a claim on FFP like Ginsberg, the courts of Korea judge whether the clauses of standard form contract are unfair or not. Therefore, in this article, Ginsberg would be checked on legal issues and be compared briefly with the courts' ruling in Korea.

• Journal of Internet Computing and Services
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• v.10 no.6
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• pp.51-79
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• 2009

Today the service industry is growing, and differentiated services for marketing and service quality is emerging as a serious problem. Until now, the WebCam is used for observation, and the negative aspects, such as from a human rights issue has become. Discipline and Punish is not to use a webcam to customer satisfaction research is needed. Therefore, wireless monitoring in WebCam service quality of the service reconfiguration and service quality factors for the configuration of the customer's preference regarding how research was recognized. Configuration of the service quality factors WebCam service customer satisfaction and customer loyalty was to identify factors that affect. These services to study the correlation between the quality variables WebCam provides wireless monitoring services for the preschool and children, a survey of the house. Configuring a wireless monitoring service quality in order to research the factors WebCam video quality and transmission speed, mobility and portability, convenience, visibility, reliability, and the interaction of the castle set. Severely and video quality and transmission speed, visibility, reliability, customer satisfaction, the interaction factors are said. Inclination to participate in social issues, innovation, digital devices that use a skilled, depending on the difference in the service quality has been confirmed. However, the age and quality of service awareness and job types showed a low correlation, and the marketing of these results will be discussed and how that can be used.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.7
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• pp.578-588
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• 2019

As the service industry develops, service quality, customer satisfaction, and human resource management are considered priorities in modern management to maintain a company's growth. Therefore, understanding the strategic importance of service marketing is an essential task for modern companies. This study examined the relationship between the internal service quality of employees in the organization and customer orientation through organizational effectiveness. In the case of an airline, a service can be defined as an interaction between an external customer and an internal customer service provider. This interaction significantly affects the behavior and attitude of the employees. Based on the results, empowerment has a significant influence on the internal service quality, but it has no significant effect on customer orientation. As the relationship between department and employees improved, the more confident staff showed an improved ability to perform their work. Therefore, it is important that the organizational structure and the reporting system are as concise and clear as possible to allow employees to accurately recognize the authorities and responsibilities assigned to them and have autonomy and discretion in the framework.

• Information Systems Review
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• v.11 no.1
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• pp.107-132
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• 2009

The purpose of this research is to define the consulting competence of IT consultants and empirically analyze the perceptual differences between the IT consultant group and the client group. Based on the previous researches and the opinion of the actual IT consultants, the consulting capability model has been established, which consists of six categories and eighteen factors. Six categories are (1) IT domain expertise, (2) problem solving ability, (3) project management capability, (4) communication skills, (5) human relations skills, and (6) professional ethics and attitude. Two field surveys have been performed and the responses of 174 IT consultants 116 clients have been acquired. It is shown that the level of possessed proficiency of IT consulting capability is far lower than the level of the required proficiency. And there exist the perceptual difference between two responding groups with respect to the level required proficiency but no difference exists in terms of the level of possessed proficiency. The findings of this research can provide some useful information in order to fully understand the differences between the IT consultant group and the client group.

• Journal of the Korea Computer Industry Society
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• v.5 no.8
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• pp.819-828
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• 2004

Recently, while research for the ubiquitous networking and ubiqutous computing is gone with activity, RFID(Radio Frequency IDentification) that recognize movement of things and take position advantage of RFID echnology in ubiquitous environment are required. In this paper, we propose and design a system that can taking customer's position in large size mart and analyzing customer's shopping movement to manage customer and merchandise of most suitable.

• Proceedings of the KAIS Fall Conference
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• 2012.05a
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• pp.319-322
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• 2012

초기 기술개발주체는 일원적인 기술진보 방향을 따랐으나 R&D 패러다임이 변화함에 따라 고객요구의 중요성을 인식하게 된다. 하지만 3세대 R&D와 같이 고객수요에만 중심을 둘 경우 기술혁신을 꾀하기 힘들어, 현재 보유한 기술개발역량 분석을 바탕으로 시장요구를 이해하고 다른 기술개발주체와 협력할 수 있는 기술투자전략이 요구된다. 광물자원, 에너지자원 기술과 같이 산업경제 및 국민 삶과 직결된, 경제사회 문제해결형 자원기술 개발의 중요성과 필요성은 증대하지만 공적 목표와 기술목표를 결합하는 것이 쉽지 않아 이를 해결할 수 있는 방법론 제시가 필요하다. 즉 효과적인 기술개발 우선순위 및 기술개발 투자전략을 수립하기 위해 기술개발역량 분석뿐만 아니라 정확한 고객수요 분석이 필수적임을 시사한다. 따라서 고객요구 속성을 고려한 사회적 기대 도출방법을 활용하여 3단계 수준의 자원기술 수요를 도출하였으며 수요의 변동성을 고려하여 3년후/5년후의 수요중요도를 측정하였다.

• Proceedings of the Korean Society for Quality Management Conference
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• 2009.10a
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• pp.324-333
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• 2009

오늘날의 병원들은 환자가 의료기관을 선택하는 구매자 시장으로 변하게 되었고, 군 병원도 2004년부터 현역병의 의료보험적용이 가능해지면서 민간병원처럼 선택 받아야 하는 위치에 놓이게 되었다. 그러므로 군병원도 민간병원의 흐름과 함께 병원 이용고객들이 인식하는 의료서비스 품질, 고객만족도 및 고개충성도에 대한 관심이 필요하다. 따라서 정과 중심의 SERVPERF모델을 이용하여 지각된 군 병원의료 서비스 품질과, 고객만족 및 충성도에 관한 연구로 빠르게 변하고 있는 의료서비스 환경에서의 국민으로부터 신뢰를 받으며 군 의료서비스품질의 발전 방안을 모색하기 위해 본 연구를 시도하였다.

• Proceedings of the Korean Information Science Society Conference
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• 1998.10b
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• pp.496-498
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• 1998

현재 우편 처리용 바코드는 광학문자판독기에 의해 판독된 우편번호를 3 of 5 형광 바코드로 인쇄하고, 판독하여 우편물을 자동구분 처리하는 LSM(Letter Sorting Machine)을 사용하고 있다. 광학문자판독에 의한 인쇄체 문자 인식율은 94~96%정도로 처리되므로 오류 우편물의 최소화를 위하여 LSM에 형광 바코드와 동일한 체계로 구성된 흑색 바코드를 적용하고, 광학문자판독을 하지 않고도 우편물을 자동처리할 수 있는 체계를 구축하고 있다. 우편고객이 흑색 바코드를 우편물에 사전에 인쇄하여 접수하도록 하여 공학문자판독에 의한 처리 과정 축소함으로써, 보다 효과적인 우편 배달 서비스를 제공하기 위한 노력을 시도하고 있다. 본 논문에서는 우편 고객이 인쇄한 3 of 5 고객 바코드를 사전에 검사하여 우편물 자동처리를 보다 효과적으로 수행될 수 있도록 하기 위한 방법을 제고하는 고객 바코드 검증 시스템의 설계 및 구현에 대한 것이다.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• v.9 no.2
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• pp.71-74
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• 2005

본 논문은 종래에 코인투입구에 동전, 지폐 등의 현금을 사용하여 상거래 활동에 사용되고 있는 기기장치의 코인/지폐 인식부를 리더/라이터 RF ID단말장치로 대체하므로 기기장치의 생산단가를 낮출 수 있다. 매장운영에 있어 기존 사용되는 코인기가 장착된 기기장치의 가장 불편하게 여겨졌던 동전의 계산, 노동력, 시간 경비 등을 낮출 수 있으므로 매장운영 관리하는데 있어서 보다 효율적으로 운영하는 효과가 발생하게 되었다. 매장에 방문하는 고객을 회원으로 유치할 수 있는 Mobile Barcode System을 연동하여 종전 고객을 기다리는 것이 아니라 매장에서 고객을 유치할 수 있는 고객 마케팅, 매장운영 시스템을 제안한다.