• Management & Information Systems Review
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• v.30 no.3
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• pp.1-25
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• 2011

The purpose of this study was to examine the impact of the service characteristics of premium information contents, one of premium Internet contents, on customer satisfaction and customer loyalty, as the premium Internet contents market has attained a rapid growth owing to the nationwide penetration of the Internet and its ease of use. Earlier studies were analyzed to define the service characteristics of premium Internet information contents, and a research model and hypotheses were formulated to find out the influence of the characteristics on customer satisfaction and customer loyalty. After a survey was conducted, the analyzable answer sheets from 359 respondents were analyzed. As a result, four service factors of premium Internet information contents that were reliability, charge, usefulness and convenience were identified as the variables that had a significant impact on customer satisfaction, and the other two factors that were timeliness and diversity exerted no influence on that. And customer satisfaction affected customer loyalty in a significant manner. This study attempted to investigate the influential relationship of the diverse service characteristics of premium Internet information contents on customer satisfaction and customer loyalty to have a good understanding of the attitude and will of consumers who bought the premium information contents, and this study also intended to make a contribution to the improvement of the quality of information contents in an effort to step up the revitalization of the Internet contents market by helping the market attract more loyal customers.

• The Journal of Society for e-Business Studies
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• v.12 no.1
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• pp.41-71
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• 2007

Researchers have continuously investigated the issues of customer satisfaction, customer loyalty, and repurchase intention of customers in Internet shopping malls, a fast growing e-bisiness model in Korea. At present, most Internet shopping malls in Korea offer similar services to their customers. This has caused intense industry competition, and the Internet shopping malls have made significant investments into their websites in order to remain attractive to their customers. This research examines the relationships among website charateristics, customer satisfaction, loyalty, and repurchase intention. Website characteristics include context, commerce, connection, communication, contents, community, and customization. We have used data from a field study of 662 individuals to test the proposed model. The results of this research show that among the 7 website characteristics, context, communication, content, and commerce are the significant determinants of customer satisfaction. In turn, customer satisfaction increases customer loyalty and repurchase intention. These findings have important theoretical and practical implications, which are discussed in the paper.

• Journal of Korea Society of Industrial Information Systems
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• v.10 no.3
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• pp.64-73
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• 2005

This paper is purposed to investigate the relationship among web characteristics, service quality and customer satisfaction. After analyzing the data collected from 137 customers, it was proved that web service did not affect on the customer satisfaction directly, but affected indirectly through service quality. Therefore we conclude that customer satisfaction efforts through web site are important as a competitive weapon in an airline industry.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2001.06a
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• pp.261-281
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• 2001

IMF이후로 우리나라의 은행들은 현재 큰 구조조정을 맞이하고 있으며 이 속에서 살아남기 위하여 기존의 고객의 유형을 분석하고 이를 마케팅 전략에 활용하는 연구의 필요성이 높아지고 있다. 기존의 만은 연구들이 은행 고객들의 유형을 설문지 분석방법에 의존하여 몇 개의 군집으로 분류하고 이들의 집단 및 특성을 연구하였다 하지만 설문데이터의 경우 고객들의 실제적인 행동이 반영되지 못하는 한계점을 가지고 있다. 이에 본 연구에서는 C은행의 실제 고객 자료를 통하여 다양한 데이터마이닝 기법을 적용하여 고객을 세분화한 다음 고객이 가계성예금을 해지하고 다른 은행으로 이탈하는 집단의 특성을 분류하고 규칙을 도출하였다. 또한 이들을 관리하는 전략을 제시하였다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.169-173
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• 2003

고객만족도는 고객의 충성도, 이탈률, 재구매율, 신규고객창출 등과 밀접한 관계를 맺고 있으며, 기업성과측정모형인 BSC(Balanced Scorecard)의 4가지 평가관점 중에도 고객관점이 포함되어있다. 이처럼 중요한 의미를 갖는 고객만족도의 기존 모형들은 일반적인 평가모형으로 업종별 차별성인 없고, 새롭게 등장한 모바일 서비스의 특성을 반영한 고객만족도 평가를 수행하기에 한계가 있다. 본 연구는 기존의 모바일 서비스 관련 연구와 고객만족도 평가 관련 연구들을 고찰하고, 이를 바탕으로 모바일 서비스 분류체계와 모바일 서비스에 특화된 고객만족도 평가체계를 제시한다.

• Journal of the Korean Applied Science and Technology
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• v.40 no.1
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• pp.81-87
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• 2023

This study aims to investigate the difference in customer commitment according to the demographic characteristics of hair salon customers and the relational benefits of hairdressing business that affect customer commitment. The questionnaire for empirical research was collected from customers of hair salon in Gyeongnam, and the analysis results are as follows. First, as a result of analyzing the difference in customer commitment according to the demographic characteristics of hair salon customers, customer commitment was statistically high in the group of college graduates or higher and the group of men. Second, as a result of analyzing the causal relationship between relational benefits and customer commitment, it was found that customization benefits, social benefits, and psychological benefits of relational benefits had a statistical effect on customer commitment. In particular, it was found that psychological benefits had the strongest effect on customer commitment.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.6
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• pp.801-808
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• 2006

The purposes of this study were to measure customer orientation of dietitians engaged in contract foodservice management companies, and to examine the impacts of personal characteristics and organizational characteristics on the customer orientation of dietitians. The questionnaires developed for this study were distributed to 230 dietitians of contract foodservice management companies, including 4 major companies, in Seoul and Gyeonggi areas. A total of 187 (81.3%) questionnaires were used for analysis, and statistical analyses were conducted using SPSS (Win 11.5) for descriptive analysis, correlation analysis, t-test and ANOVA. The average customer orientation score of the dietitians was 3.77 (SD=0.40) and it seemed that most respondents evaluated themselves as customer-oriented. Further analyses revealed significant differences in customer orientation among different position (p<0.05) and payroll (p<0.01) groups.'Type of menu' also affected the customer orientation (p<0.01). Overall, it is needed to design efficient training programs that improve service skills and customer orientation of dietitians, and the understandings on variables affecting customer orientation would help it.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2002.11a
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• pp.277-286
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• 2002

전통적인 고객관계관리 연구는 특정 시점에서 고객관계관리에 중점을 두어 연구되었다. 정적인 고객관계관리와 고객 행동에 관한 지식은 마케팅 관리자가 제한된 마케팅 자원을 이익의 극대화를 위해 사용할 수 있게 해주었다. 그러나 시간이 경과하게 되면 이러한 정적인 지식은 쓸모가 없어지게 된다. 그러므로 고객관계관리는 고객의 동적 특성을 반영해야 한다. 과거 고객의 구매 행위를 관찰하여 현재 또는 미래 시장의 고객을 세분화하여 구분된 고객 군집에 대해 서로 다른 마케팅 전략을 사용할 수 있다. 고객의 구매행동을 근간으로 한 고객관계관리는 수십 년 전부터 연구되어왔지만 동적인 고객관계관리에 대한 연구는 최근에 들어 활발하게 진행되고 있다. 본 논문은 인터넷 상점의 고객 데이터로부터 추출된 지식과 시간 경과에 따른 고객 행동 패턴의 분석을 위해 데이터마이닝과 모니터링 에이전트 시스템(MAS)을 이용하며, 이를 통해 동적인 고객관계관리 모델을 제시한다. 이 모델은 고객 이력 경로에 대한 예측과 고객에게 나타나는 집단 이력경로의, 분석, 그리고 시간 경과에 따른 고객 군집의 변화에 대한 분석, 그에 따른 마케팅 전략 도출을 포함한다. 이 모델의 제안은 많은 온라인 소매상이 직면할 수 있는 경영상의 문제를 해결하는데 유용할 것이다.

• The KIPS Transactions:PartD
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• v.12D no.6 s.102
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• pp.899-904
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• 2005

Necessity of the service-on-demand that reflect a personal characteristic of a customer was increased by an aggravation of web service competition. So a study on a customization is being performed actively. The common customization system supporting of the personalization is performed through the computational data like individual characteristic or preference. Various studies on the service that used emotional information were performed. But we can't use this emotional information in the web system because of characteristics of emotional information system In this study, we design the adaptive customization system that used emotional information of the customer and analyse the system by experiments.

• Communications for Statistical Applications and Methods
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• v.18 no.6
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• pp.687-696
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• 2011

Customer Lifetime or Customer Lifetime Value is a essential metric of differentiated CRM marketing and differentiated marketing strategy as a company core competency. However, customer lifetime used in companies is easily obtained from a confined simple customer attrition rate at some specific time point regardless of customer characteristics. In this study, in order to overcome the constraints of previous simple methods and to make practical use of it in industries, we suggest a method that estimates a customer lifetime using a customer segment based survival analysis with the censored data of customers; in addition, we apply this method to A mobile telecom company data. A method using customer segment based survival analysis is suggested in this study 1) includes all customers having different subscription dates, 2) reduces individual error, 3) can reflect trends after the observed time point and is more realistic.