• Journal of Internet Computing and Services
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• v.6 no.3
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• pp.71-84
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• 2005

Recently, the expert call center solution has become the center of interest, since finance and tele-marketing system, which is focused on a communication industry, have been increasing, Specially, the call center market is growing up with a supporting Caller-ID for a cellular phone in Korea, In the present, although large size companies are developing expensive solutions and instruments to service only for the big companies, there little solutions for SOHO markets, Therefore, in this paper we have shown a design and an implementation of a CTI system which is capable of in/outbound call processing by using CTI, and providing stable services by linking the customer's DB. And these functionalities have become possible by integrating functions of PBX and the computer control of the PBX. First, we have constructed call flows and analyzed packets for the standard communication through the PBX in call. Then, we have designed and implemented a middleware which linked a call between a client and a customer. Finally, we have constructed a database module for applying the CRM technology to the management of customer's contents.

• Journal of Internet Computing and Services
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• v.10 no.1
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• pp.123-134
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• 2009

The CRM(Customer Relationship Management) is a business strategy model which can reap higher profits and can provide a competitive edge to an enterprise in today's new business environments. Early next year (2009), the Capital Market Consolidation Act will be in effect in South Korea. This is required for a qualitative growth to provide QoS (Quality of Service) and ensure growth in finance, IT industry & service. Accordingly, the securities and insurance companies, banks and other financial institutions make efforts to improve their derivative financial product and also enhance their services. In this paper we design and implement a Channel Server model for a Scalable Service Channel Server to efficiently manage the high volumes of inbound customer interactions based on the requirements of a CRM center. The proposed Scalable Service Channel Server supports integration with other third party service and standardization of multiple inbound service channels. The proposed model can be efficiently used in an inbound CRM center of any banking, finance, securities and insurance establishments.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.21-39
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• 2005

The research objectives of this study were to examine the relationship between e-store attributions(reputation, customer service, safety(security), merchandise quality, information quality, web navigation), trust, satisfaction and web site loyalty. The data were collected using survey with a structured questionnaire. The subjects of the study were 213 people. Several hypotheses were put forward and results except for four hypotheses were supported. That is, reputation, customer service, safety(security) and merchandise quality have a significant influence on trust and satisfaction, information quality and web navigation have no influence on trust and satisfaction, and trust and satisfaction have a significant influence on e-loyalty. Regression Analysis were applied to test the research hypotheses on the relationships among the variables. Research implications of the findings and future research directions are presented.

• Journal of Korea Society of Industrial Information Systems
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• v.11 no.5
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• pp.236-244
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• 2006

Many attempts have been made to track the web usage patterns and provide suggestions that might help web operators get the information they need. These tracking mechanisms rely on mining web log files for usage patterns. The purpose of this study is to verify a web agent prototype that was built for mining web log files. The web agent for this paper was made by Java and ASP and the agent came into being as part of a cookie for a short-term data storage. For long-term data storage, the agent used a My-SQL as a Data Base. This agent system could inform that if the data comes from the web data mining agent, it could be a rapid information providing method rather than the case of data coming into a data mining tool. Therefore, the developed tool in this study will be helpful as a new kind of decision making system and expert system.

• Korean Business Review
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• v.14
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• pp.149-168
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• 2001

Service firms have always been relationship oriented. the nature of service businesses is relationship based. As service finns, like banks, insurance finns, have grown, The masses of consumers have made the establishment of true relationships more difficult. Understanding the motivations of consumers to engage in relationships with marketers is important for both practitioners and marketing scholars. To develop an effective theory of relationship marketing, It is necessary to understand what motives consumers to reduce their available market choices. This article focuses on the development of the successful relationship strategies in domestic banks. The results of this study show the four types of relationship strategies - social bonds, structural bonds, financial bonds, and other bonds. Although the effectiveness of these strategies differs as the types of performances, All four types of relationship strategies are essential for building and maintaining relationships with customers. Totally, the order of influences on the performance is as follows; financial bonds, structural bonds, and social bonds.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.12
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• pp.512-520
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• 2017

The purpose of this study is to investigate the relationship between service quality, service value, customer satisfaction and destination association. Based on previous studies, hypotheses and research models were derived and surveyed. The analysis was conducted using 406 valid questionnaires. The study results are as follows. The physical environment and the food quality of the tourist restaurant service quality affected service value. Employee service and food quality affected satisfaction. Service value affected satisfaction. The value of service affected the association of sightseeing destination. Nevertheless satisfaction did not affect the association of sightseeing spots. Based on these study results, the following implications are suggested. Restaurant management should prioritize food quality control. Local governments need support the improvement of the physical environment. A local menu that is reminiscent of tourist attractions should be developed.

• The Korean Journal of Franchise Management
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• v.3 no.1
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• pp.73-91
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• 2012

This study is in the purpose for the revitalization of traditional market as comparing to the relevancy between the central characteristics of a floating population going around for buying something or eating food and lots of small-sized businesses comprising of the commercial districts. The several traditional markets such as Cheonan station, Dujeong-dong, Sinbu-dong in Cheon-An city has been investigated repeatedly almost every two or three years by the Small Enterprise development Agency(SEDA) since 2001. By analyzing the raw data of those commercial districts made by SEDA, we can calculate the number of firms andthe ratio of business type of each commercial districts. In this research, the type of each business is classified into four groups such as restaurant, service, retail and the rest. Moreover, the central character of the floating population is derived from the raw data, which means the customer information about sex, age structure or the most populous time zones. From these characteristics, one commercial districts has his own specific features distinguishing from the others. The most important differences of past researches are firstly the dynamic viewpoint rather than a static one. Secondly it suggests that the relation between the central characteristics of districts and the floating population would exist. Lastly, it suggests that the interaction between both of them have a significant effect on the growth or decline of the districts and the rates of business type, other adjacent commercial districts as well. Eventually, this study provides several meaningful points for the revitalization of commercial districts to government or stakeholder such as management organization, business owners and new starter etc.

• The Journal of the Convergence on Culture Technology
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• v.10 no.3
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• pp.891-899
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• 2024

The Fourth Industrial Revolution is centered on a personalized demand fulfillment economy and is all about transformation and flexible processing that can deliver what customers want in real time across space and time. This paper implements the construction and operation of a packaging platform that can instantly procure the required packaging products based on real-time orders and evaluates its performance. The components of customer satisfaction are flexible and dependent on the situation which requires efficient management of enterprise operational processes based on an e-SCM platform. An OMS optimized for these conditions plays an important role in maximizing and differentiating the efficiency of a company's operations and improving its cost advantage. OMS is a system of mass customization that provides efficient MOT(Moment of Truth) logistics services to meet the eco-friendly issues of many individual customers and achieve optimized logistics operation goals to enhance repurchase intentions and sustainable business. OMS precisely analyzes the collected data to support information and decision-making related to efficiency, productivity, cost and provide accurate reports. It uses data visualization tools to express data visually and suggests directions for improvement of the operational process through statistics and prediction analysis.

• Journal of Intelligence and Information Systems
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• v.15 no.4
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• pp.65-78
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• 2009

The rapid changes of financial environment have increased the need and demand for personal financial advisory service from financial experts. In particular, as the individual customers want to get more customized financial services, the financial institutions created the private banking (PB) sector and have constantly expanded their PB services. However, it remains still problematic that the private banking system requires high costs so that the number of eligible customers who can have proper PB services is quite limited. To solve this problem, we propose an intelligent agent that can provides specialized and customized personal financial advisory services to the customers with low costs. The proposed agent systemizes and structures the information and knowledge of financial experts in private banking services so that individual customers can easily access to high-quality PB services when they need. On the first attempt we develop a framework of U-smart PB, an intelligent agent for personal financial management based on different scenarios related to personal financial decisions, and derive its core services. This system not only provides information simply, but also proposes to support personal investment decisions technically as an intelligent agent that embodies real-time customized financial management in a ubiquitous environment, regardless of time and place.

• Informatization Policy
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• v.22 no.4
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• pp.68-90
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• 2015

This study aims, to review and analyze the trend of the paradigm shift of government innovation focused on the relation between government and citizens. This paper tries to analyze the effects and performance of government innovation through the government 3.0 model, which is highlighted in Korea. This paper chooses higher-education loan programs as the case to study and analyzes results using government innovation theories. Especially, this paper re-organizes Korea's higher-education loan programs with 'Government 3.0 model'. We can expect 'Government 3.0 model'is usefull when explaining the specific policy program innovation loan. Lastly, this paper looks, at improvement points in Korea's higher-education loan programs.