• Proceedings of the Korean DIstribution Association Conference
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• 2006.08a
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• pp.21-46
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• 2006

본 연구에서는 인터넷 쇼핑몰에서 불만족을 경험한 고객들의 불평요인 및 불평행동유형을 파악하고, 쇼핑몰 업체의 불평처리방법에 대한 평가를 바탕으로 효과적인 불평처리방안을 제시하였다. 연구 결과 불평행동을 하는 고객의 유형은 직접행동파, 사적행동파, 소극행동파, 적극행동파 등으로 구분되었다. 이 가운데 사적행동파가 가장 높게 나타나 인터넷 환경에서는 사적행동파에 대한 효과적인 불평처리 방안에 관한 노력이 가장 필요한 것으로 확인되었다. 직접행동파는 해당 쇼핑몰 업체에게 직접 문제해결을 요구하기 때문에 불평처리에 대한 공정성, 불평 후 만족과 충성도 측면에서 가장 효과적인 것으로 확인되었다. 그리고 고객의 모든 불평행동유형에서 가장 심각한 불만족 요인으로는 배송오류 및 지연과 제품결함인 것으로 확인되었지만, 사적행동파와 소극행동파는 부정확한 정보제공과 과장광고 등을 심각하게 생각하고 있었다. 인터넷 쇼핑몰 업체는 불평고객들의 불평해결을 위해 직접적인 접촉을 할 경우 가장 효과적인 불평처리를 할 수 있기 때문에 사적행동파와 소극행동파의 불평행동을 유발하기 위한 노력이 필요하다. 또한 쇼핑몰 관리자의 불친절 및 반응은 심각한 불만족 요인은 아니지만, 배송오류 및 지연과 제품결함과 같은 심각한 불만족요인에 대해서는 직접적인 사과 및 쇼핑몰 관리자의 친절한 태도를 포함하여 현금 환불 등 불평처리를 해야 한다. 그리고 고객의 관점에서 인터넷 쇼핑몰을 보다 편리하고 유용하게 설계할 필요가 있다.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.2
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• pp.288-298
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• 2009

This article deals with the customers' complaint behaviors and complaint management for cosmetic customers. The general aim is to analyze the changes of complaint behavioral responses before and after the complaint management experiences, describing customers' response patterns in terms of how they are influenced by the service justice and satisfaction of complaint management. The most relevant contributions from the related theoretical work indicate that the better the customer complaints are managed, the higher the level of possibility for customers to complaint, especially for public and direct responses(complaint behaviors). The only exception, although the statistical significant support was not found, is the private response, as the chance gets lower than before experiencing the complaint management.

• Journal of Distribution Research
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• v.11 no.2
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• pp.59-79
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• 2006

The purpose of this study is two folds; first. to identify the negative effect of customer dissatisfaction on trust and commitment. and second to examine the moderating effect of consumers' perceived equity created by various ways in which a company deals with his/her complaints. Our proposed model is empirically tested by a survey data collected from Internet shopping mall consumers who raised complaints. The simultaneous regression model is used to test the negative effect of customer dissatisfaction. To examine the moderating effect of equity, our study employs the group analysis of LISREL. The empirical result shows that customers' dissatisfaction. unless it is concerned with merchandise related dissatisfaction, influences on trust and commitment. Also, we find that consumers' perceived equity has a moderating effect on the relationship variables dissatisfaction and customer relationship variables including trust and commitment.

• Asia Marketing Journal
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• v.11 no.1
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• pp.1-27
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• 2009

The research compared the motivational network of traits predictive of complaint attitudes across consumers in the U.S. and South Korean cultures. Overall, the results revealed a similar pattern of traits predictive of complaint attitudes in the two cultures. The traits of value consciousness, general self-efficacy, emotional instability, and the need for material resources were positively related to attitudes toward complaining. In contrast, conscientiousness was negatively related to complaint attitudes. The only trait predictor of complaining attitude that was significantly different between the Korean and U.S. samples was shopping enjoyment. It was negatively related to complaining attitude in the U.S. sample but unrelated to complaining attitude in the Korean sample. Understanding the personality traits predictive of complaint attitudes has the potential to help marketers develop messages that will encourage the low complaint prone to voice their dissatisfaction. This is important, because when a consumer complains about and unsatisfactory purchase, it gives the firm a chance to take actions to avoid losing a customer.

• The Research Journal of the Costume Culture
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• v.13 no.6 s.59
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• pp.910-918
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• 2005

This study compares consumer satisfaction levels in clothing stores based on, consumer complaint behavior. This study investigates the relationship between future purchase intention and consumer satisfaction with the response of clothing stores to complaints. The study was implemented through a normative-descriptive survey using self-administered questionnaires. The samples consisted of 509 female consumers residing in Seoul and its suburbs. Data were analyzed by following statistical methods: frequency analysis, t-test, ANOVA, regression analysis, and Duncan's multiple range test. Results are as follows: The satisfaction with response to complaints were different according to types of clothing stores. A significant relationship between the degree of satisfaction with service recovery and future purchase intension was found in all types of clothing stores. The future purchase intention increases, when consumers are fully satisfied with the way that a service failure was recovered.

• Korean Journal of Human Ecology
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• v.21 no.5
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• pp.957-973
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• 2012

This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions. The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies' complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services. The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.

• Proceedings of the KIPE Conference
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• 2019.07a
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• pp.402-403
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• 2019

2개의 S/H (Sample and Hold)회로를 내장한 ADC (Analog to Digital converter)는 전동기의 3상 전류를 동시점에서 샘플링(sampling)할 수 없다. 또한 전류 센서 및 아날로그 신호처리 회로의 이득은 오차가 있다. 이러한 이유로 3상 측정 전류의 불평형 상태가 야기될 수 있으며 이 불평형은 전동기 전류제어에 영향을 미친다. 이 논문에서는 2개의 S/H 회로를 이용한 3상 전류 측정의 동기화 및 이득 오차의 보정 방법을 제안하고 컴퓨터 모의 실험을 통하여 제안된 방법을 검증하였다.

• Proceedings of the KIPE Conference
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• 2008.10a
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• pp.22-24
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• 2008

영구자석 동기전동기(Permanent Magnet Synchronous Motor)를 벡터 제어로 구동 시 정확한 회전자 위치정보가 요구된다. 일반적으로 레졸버(Resolver)를 이용하면 회전자의 절대 위치(absolute position)를 알 수 있다. 하지만 레졸버의 변압비 차이, 불평형 여자신호, 불균일한 인덕턴스 성분, 신호처리 회로상의 왜곡으로 인해 신호의 크기 불평형이 발생하고 이는 위치정보에 주기적인 오차 성분이 나타나게 되며, 이러한 오차 성분들은 토크에 영향을 준다. 본 논문에서는 이러한 오차 성분을 수학적 해석을 바탕으로 확인하고 보상하는 방법을 제안하였다. 제안된 알고리즘의 타당성을 실험을 통해 검증하였다.

• The Research Journal of the Costume Culture
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• v.15 no.6
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• Management & Information Systems Review
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• v.32 no.4
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• pp.1-25
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• 2013

The purpose of this study was to test the structural relationships among the related variables of university students' satisfaction. This study utilized nation-wide survey data previously collected from 1400 students distributed across 32 universities in Korea. NCSI model was used as a theoretical framework. Using the AMOS 17.0, the structural relationships among six variables were tested, including students' expectancy level, perceived quality, perceived value, satisfaction, complaint rate, and loyalty. The major findings of the study are as follows: First, students' expectancy level had a positive effect on perceived quality; but had no significant effect either on perceived value or on satisfaction. Second, perceived quality had positive effects on perceived value and satisfaction; and perceived value also had a positive effect on satisfaction. Third, students' satisfaction had a negative effect on complaint rate; but had a positive effect on loyalty. Fourth, students' complaint rate had a negative effect on loyalty. The study results imply that among the related variables of students' satisfaction, perceived quality and value of the products work as critical variables, and complaint rate and loyalty directly relate to students' satisfaction. The study suggested that in order to enhance students' satisfaction, universities employ the total quality system and the students' complaints resolution system.