• Journal of Global Scholars of Marketing Science
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• v.13
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• pp.29-47
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• 2004

This study examined the determinants of customer satisfaction in credit card service which has grown rapidly. We are interested in the determinants that affect intention of re-use and recommendation for the credit card. And in this study we adopt and extend the customer satisfaction factors presented in the literatures of retail banking services. The results show that the factors of corporate, innovativeness, physical & staff service and fee affect the customer satisfaction of the re-use intention. We also find that additional services, innovativeness and physical & staff service are the factors for the customer satisfaction of the recommendation intention. Finally, we discuss the managerial implications with a direction of future studies.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.189-196
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• 2017

This study investigates customer satisfaction with full service carriers (FSC) and low cost carriers (LCC) using social media sentiment evaluation. From 2008 to 2016, a total of 77,591 tweets about two FSC and six LCC were aggregated and classified as per airline choice factors. Sentiment evaluation was employed to assess customer satisfaction by three appraisers. The results showed that customer satisfaction with LCC was significantly higher (p<0.001) compared to FSC. Furthermore, overall customer satisfaction with both FSC and LCC has been facing a consistent downward trend since the last seven years. The results also highlighted low customer satisfaction with respect to booking and flight operation factors, and a steep decline in customer satisfaction across booking, onboard services, and marketing factors for FSC. The results of this study have practical implications for the airline industry, which can use this quantitative data to improve customer satisfaction with FSC and LCC.

• Proceedings of the Korean DIstribution Association Conference
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• 2001.02a
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• pp.67-101
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• 2001

As the quality movement is beginning to take shape in the service sector, the shift to a quality focus becomes essential to the competitive survival of service business. The purpose of this paper is to analyze the effect of interaction between customer and service provider on perceived service value in service encounter using service delivery model, which is based on two key factors such as customer participation and service provider's control. Support is found for a number of the hypothesized structural relations. Some implications for service marketing practice are discussed briefly.

• Journal of Distribution Research
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• v.5 no.2
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• pp.20-48
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• 2001

As the quality movement is beginning to take shape in the service sector, the shift to a quality focus becomes essential to the competitive survival of service business. The purpose of this paper is to analyze the effect of interaction between customer and service provider on perceived service value in service encounter using service delivery model, which is based on two key factors such as customer participation and service provider's control. Support is found for a number of the hypothesized structural relations. Some implications for service marketing practice are discussed briefly.

• Journal of Service Research and Studies
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• v.12 no.3
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• pp.70-92
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• 2022

Project risk assessment is the most important activity performed at the beginning of a project because it can judge the performance of the project in advance. In this study, We were evaluated risk with traditional risk factors such as technology and schedule, etc, and Indirect risks factors such as financial, strategic, and special risks. and then, we analyzed what kind of relationship these risk evaluation factors have on business performance and customer satisfaction. As a result of the research, it was found that the risk evaluation items had a relationship with performance and customer satisfaction. However, It is possible that the performance may differ depending on how risks are managed after risk assessment. Therefore, follow-up studies should be conducted, including information on risk management practices. This study is meaningful that presenting practical risk evaluation items and at the same time identifying the relationship with performance. We plan to further the study in future studies including the evaluation of risk management process.

• Journal of the Korea Computer Industry Society
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• v.2 no.7
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• pp.905-912
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• 2001

The systematic understanding of a satisfied customer creation on the internet site is very important. Especially, this study focus on the customer satisfaction of community site and form hypotheses and test it. results are as follows； Community and contents were significantly and positively related to satisfaction. Also, satisfaction had effect on behavior intention. Surprisingly, convenience and design had no effect on satisfaction. 1 guess it reflect the internet environment of current.

• Proceedings of the Korea Information Processing Society Conference
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• 2009.04a
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• pp.452-455
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• 2009

서비스 지향 아키텍처(Service-Oriented Architectrue : SOA)개발 프로젝트에서 서비스를 식별하는 단계는 가장 중요한 단계 중에 하나로써 이후 개발단계에서 성공적인 결과를 낳는데 큰 영향을 미친다. 더욱이 잘못 식별된 서비스는 향후 상세설계 및 구현시 여러 차례에 걸친 반복(iteration) 과정을 불러 일으켜 시간은 물론 비용을 낭비하게 된다. 서비스 식별을 위한 여러 가지 방법이 연구되어 왔다. 그러나 이러한 방법은 경쟁이 치열한 환경에서 경쟁력 있는 솔루션을 생산하기에는 부족한 면이 있다. 즉 잠재적인 시장 경쟁력을 확보하기 위한 방법으로서 고객에게 필요로 하는 서비스를 적절하게 판단하고 식별할 수 있는 서비스 식별방법이 필요하게 된 것이다. 따라서 본 논문에서는 요구공학에 기초를 둔 Value Innovative Requirements Engineering[1]을 적용하여 고객에게 필요한 서비스를 식별하는 방법을 제시하고 있다.

• Journal of Intelligence and Information Systems
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• v.11 no.3
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• pp.69-81
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• 2005

As the competition in business becomes severe, companies are focusing their capacity on customer relationship management (CRM) for survival. One of the important issues in CRM is to build a purchase prediction model, which classifies customers into either purchasing or non-purchasing groups. Until now, various techniques for building purchase prediction models have been proposed. However, they have been criticized because their performances are generally low, or it requires much effort to build and maintain them. Thus, in this study, we propose the support vector machine (SVM) a tool for building a purchase prediction model. The SVM is known as the technique that not only produces accurate prediction results but also enables training with the small sample size. To validate the usefulness of SVM, we apply it and some of other comparative techniques to a real-world purchase prediction case. Experimental results show that SVM outperforms all the comparative models including logistic regression and artificial neural networks.

• Journal of Digital Contents Society
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• v.13 no.3
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• pp.385-392
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• 2012

The definition of the product market in a supplier's point of view can cause various problems in the market activities of companies because specific situations are excluded and the consideration for discontinuity is lacking by identifying segmented markets with processes, raw materials, the similarity of product functions and so forth. Furthermore, as this definition is static and general, it is difficult to express and predict the dynamic market changes. Meanwhile, customer-oriented market segment can be obtained by grouping substitutable products and related customers in the situation pursuing specific benefits. This definition of the product market enables us to find threats and opportunities emerging in markets and promotes effective performance assessments and resource allocation. The purpose of this paper is suggesting a framework to select data mining techniques proper for the customer data characteristics to identify customer oriented product market.

• Culinary science and hospitality research
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• v.19 no.5
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• pp.234-248
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• 2013

This study aimed to examine the roles of perceived convenience and usefulness of restaurant customers' revisit intention. To achieve the purpose of this study, it reviewed the theoretical background about perceived convenience, perceived usefulness and revisit intention and conducted an empirical analysis of them. For the empirical analysis, a questionnaire was given to a total of 228 regular restaurant customers at Busan area. The results were as follows. 1) The regular restaurant customers' perceived convenience and perceived usefulness had a significant effect on their revisit intention. 2) The regular customers' perceived convenience had an effect on their perceived usefulness. 3) Time elements and experience of visiting a restaurant had an effect on the perceived convenience. 4) Utilitarian values and hedonic values had an effect on the perceived usefulness.