• Journal of the Korean Society for information Management
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• v.20 no.2
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• pp.263-283
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• 2003

This study explores a user as a customer and analyzed a customer centered contents service based on the customer value and customer satisfaction. This study showed that revisit of the site and content purchase are strongly affected by contents quality, service, and cost. Especially, the ratio of satisfaction of the complaint-response time and customer support system in comparison to the quality and cost factors was low. Therefore, library and information center need to improve the contents service in terms of customer relation.

• 발명특허
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• v.10 no.5 s.111
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• pp.71-71
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• 1985

반도체, 컴퓨터, 통신기기 분야에서 최첨단 기술제품의 생산 공급을 통해 그동안 국내 전자산업을 선도해 온 금성반도체(대표 : 구자두)는, 지난해 6월 세계 3번째로 반주문형 초대규모 집적회로(VLSI)인 CMOS게이트 어레이를 개발하여 미국 엘에스아이 로직(LISLOGIC)사와 1억 5천만불의 수출계약을 체결함으로써 국내 최초로 주문형 반도체의 수출시대를 연데이어, 4월 10일 여의도 중심부 신한 빌딩 4층에 100여평 규모의 게이트 어레이 디자인 센터를 개관하여 특수한 반도체를 주문하는 고객이 동 제품의 회로 설계과정에 직접참여할 수 있도록 함으로써 수주활동을 본격화 하는 일대 전기를 마련하였다.

• Proceedings of the Korea Information Processing Society Conference
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• 2001.10a
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• pp.531-534
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• 2001

사이버 공간에서 활발히 이뤄지는고 있는 전자 상거래에 있어서 불특정 다수에게 고정된 광고를 뿌려주는 방식의 광고는 그 효과에 있어 제한이 있다. 본 논문에서는 베이지안 학습법에 기초한 회원 고객의 특성에 따른 분류화를 통한 고객에 따라 타겟광고가 가능한 기법에 대해 연구하고 이를 가능하게 하는 시스템을 제안한다.

• Information Systems Review
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• v.23 no.3
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• pp.159-176
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• 2021

Obviating user churn is a prominent strategy to capitalize on online games, eluding the initial investments required for the development of another. Extant literature has examined factors that may induce user churn, mainly from perspectives of motives to play and game as a virtual society. However, such works largely dismiss the service aspects of online games. Dissatisfaction of user needs constitutes a crucial aspect for user churn, especially with online services where users expect a continuous improvement in service quality via software updates. Hence, we examine the relationship between a game's quality management and its user base. With text mining and survival analysis, we identify complaint factors that act as key predictors of user churn. Additionally, we find that enjoyment-related factors are greater threats to user base than usability-related ones. Furthermore, subsequent quasi-experiment shows that improvements in the complaint factors (i.e., via game patches) curb churn and foster user retention. Our results shed light on the responsive role of developers in retaining the user base of online games. Moreover, we provide practical insights for game operators, i.e., to identify and prioritize more perilous complaint factors in planning successive game patches.

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• Proceedings of the Korea Information Processing Society Conference
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• 2002.11b
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• pp.1579-1582
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• 2002

국내 초고속 인터넷 가입자 수의 증가와 더불어 이용서비스 형태에 있어서, 인터넷 뱅킹을 통한 각종 조회, 자금이체, 및 대출서비스와 전자상거래 등을 이용한 금전 결재 등이 꾸준히 증가하고 있다. 또한 인터넷 보급률의 증가와 더불어 이용자의 피해도 꾸준히 증가하고 있다. 따라서 정부에서는 이용자의 피해와 불만사항을 해소할 수 있는 강력한 인터넷서비스 품질개선 규제 노력이 필요하다. 또한 사업자들은 이용자와의 사전 서비스 계약(SLA: Service Level Agreement, 서비스 수준 협약)을 통한 철저한 품질개선 노력이 필요하다. 이용자와의 계약은 서비스 이용약관에 구체적인 사항을 명시하여 약속을 이행함으로써 고객의 불만을 해소해 나가야 할 것이다. 본 논문에서는 인터넷 가입자 수의 증가에 따른 사업자들의 품질보장 노력이 미흡함을 지적하고, 국내 인터넷 사업자의 서비스 이용약관에 대해 조사하였으며, 이용자 보호 관점에서 구체적인 내용을 서비스 이용약관에 명시하여야 함을 강조한다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.4
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• pp.115-123
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• 2021

In recent years, the automobile industry has been facing a major change with the introduction of new technologies represented by autonomous driving, electrification, and digitalization. Major domestic and overseas automakers are trying to use a systematic approach to customer satisfaction through user interfaces to provide customers with a special experience and value beyond just making products with high performance. This study proposes the Kano model as a systematic and qualitative research method for satisfaction. As a case study, 17 functions of a product were sorted (3 operation functions, 7 safety functions, and 7 convenience functions). This was done by analyzing the use case and the customers' requirements for a smart trunk system. 18 new functions were derived via creative ideation codes. In addition, a scientific analysis method is proposed for product quality attributes and the strength of customer satisfaction. Using the Kano methodology, 25 functions were classified into quality attributes: 18 attractive qualities, 3 one-dimensional qualities, and 4 complex qualities, which are combinations of one-dimension qualities and must-have qualities. The functions that have one-dimensional quality and complex qualities were found to have higher customer ratings than the functions that have attractive qualities. Based on this, enterprises could effectively reduce customer complaints and enhance customer satisfaction.

• Management & Information Systems Review
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• v.37 no.2
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• pp.23-42
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• 2018

As the development of the Internet in China has led to the active shopping of the internet, the number of Chinese internet users and online shopping malls is increasing rapidly. Chinese internet shopping malls are experiencing satisfaction and discontent with their websites. Research has focused on the satisfaction of customers using internet shopping malls and internet shopping malls reported complaints to users as complaints about products and websites. The study looked at seven area Chinese internet users (Beijing, Harbin, Shenyang, Ganssu, Xian, Shanghai and Henan). The effect of product complaints and site complaints on shopping attitudes and behaviors of internet shopping users was studied, and economic benefits were studied as a control variable. As a result, There was no effect on controlling the economic benefits of the complaint against the product, but the controlling the economic benefits of the complaint on the site was effect. About 83 percent of those surveyed were in their 20s and 30s who had experience shopping online and in internet. And It is intended to present theoretical reviews and guidelines for Korean internet shopping malls operating here, as they plan to expand to China by analyzing their internet shopping mall users.

• Proceedings of the Korea Information Processing Society Conference
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• 2004.10a
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• pp.457-464
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• 2004

소프트웨어의 품질을 향상시키기 위해 결함을 찾고 시정하는 것을 통제하는데 가장 중요한 요소가 바로 오류/장애/실패(통칭하여 결함(defects)를 효과적으로 추적하는 것이며, 결함을 추적하기 위해서는 효과적인 결함 추적시스템(Defect Tracking System)의 도입이 필요하다. 기존의 결함 추적 시스템은 고객/사용자로부터의 문제보고, 테스팅 기간 중의 결함보고, 변경관리 기능 등을 통합적으로 제공하고 있지 못하다는 점과 테스팅을 포함한 개발과정의 정량적 통제를 위한 데이터를 효과적으로 축적 제공하지 못하고, 더욱이 결함의 근본적인 원인을 찾아 해결할 수 있도록 하기 위한 정보를 효과적으로 제공하지 못하고 있는 문제가 있다. 본 논문에서는 이러한 기존의 결함 추적 시스템의 문제점을 해결하고자 설계/구축되어 현재 사내에서 활용되고 있는 결함관리 시스템인 Promise System을 소개하고자 한다. Promise 시스템은 고객의 불만 및 요구사항, 인스펙션 및 테스팅 시의 결함 및 요구사항에 대하여 각 담당자별로 업무를 할당, 추적할 수 있게 하고, 결함 및 요구사항에 관한 각종 상태정보와 통계 정보를 제공하여, 각 개발 및 테스팅 단계별로 결함 제거 목표의 수립, 정량적 통제, 결함 원인 분석을 통한 프로세스 개선 등을 지원하는 시스템이다.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2022.06a
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• pp.371-372
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• 2022

Korean customers purcahse some products directoly from overseas for saving the money. However, in refunding or exchanging the products from overseas, customers may complain due to different regulations and language barriers. Mutual purchasing relationships is a prerequisite for establishing trust with customers and online retailers need various activities to gain the trust of consumers. This research has a purpose of investigating the relationship between trust and satisfaction according to the quality of reverse logistics service.