• Journal of Korea Society of Digital Industry and Information Management
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• v.7 no.4
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• pp.183-198
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• 2011

With the recent development of IT technology, the existing contents have been digitalized through various distribution channels. Accordingly, a lot of studies have been done in order to figure out the distribution and features of digital contents, In these studies, however, categorical characteristics of digital contents were not considered ; most of the previous researchers saw digital contents as only a single item or focused on some contents within particular part such as movie, music, etc. So, this study divides digital contents into movies, music and texts. I was going to study which factors affect Customer Satisfaction in relation with the kind of contents. With SERVQUAL as independent variables, which affect the Customer satisfaction, I used five factors :Design Quality, Information Quality, Security Quality, Communication Quality and Transaction Quality. As for the detailed items, I corrected them with Open-End Question and Pre Survey Research, which are more fit into the features of digital contents. This research conducted Principle Component Analysis, Reliability Test, Correlation Analysis and Regression Analysis. I verified that each factor of Service Qualities has a positive effect on Customer Satisfaction. Moreover, the factors of the effect are different according to the kind of digital contents. This paper was added Exploratory Study to find the best distribute channel. For the study, I search the possible distribute channel in each digital contents and their characteristic.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2003.05a
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• pp.27-40
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• 2003

The purpose of this study is to understand what is ActiveX control and how to utilize it in developing dynamic web pages. For this purpose, some literature survey and experimental practices with PC were done to understand the differences among web programming technologies such as visual basic, java, XML web services. In order to scrutinize the functions of ActiveX controls and the comparison of their technology with currently introduced XML web service, a study on the history of Internet programming with a focused view on ActiveX control was also performed. With the knowledge of the fore mentioned, Actual design and building experiments of web pages using ActiveX control pad were implemented. The results show that Microsoft ActiveX controls, formerly known as OLE controls or OCX controls, developed to compete with java applet in internet battle fields, turn out to be useful in software reusability, cost-saving and time-saving etc. However, the use of ActiveX controls has been confined in window platform, Overall, this study was useful for understanding the usage of ActiveX controls in web pages.

• Journal of Korea Society of Industrial Information Systems
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• v.8 no.2
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• pp.108-118
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• 2003

The purpose of this study is to understand what is ActiveX control and how to utilize it in developing dynamic web pages. For this purpose, some literature survey and experimental practices with PC were done to understand the differences among web programming technologies such as visual basic, java, XML web services. In order to scrutinize the functions of ActiveX controls and the comparison of their technology with currently introduced XML web service, a study on the history of Internet programming with a focused view on ActiveX control was also performed. With the knowledge of the fore mentioned, Actual design and building experiments of web pages using ActiveX control pad were implemented. The results show that Microsoft ActiveX controls, formerly known as OLE controls or OCX controls, developed to compete with java applet in internet battle fields, turn out to be useful in software reusability, cost-saving and time-saving etc. However, the use of ActiveX controls has been confined in window platform, Overall, this study was useful for understanding the usage of ActiveX controls in web pages.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.38B no.5
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• pp.355-367
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• 2013

In the Policy and Charging Control(PCC) architecture of the 3GPP and WiMAX forum, the Policy and Charging Rule Function(PCRF) controls and configures the policies of quality of services(QoS) and accounting to a Policy and Charging Rule Enforcement Function(PCEF). In this paper, we categorize the errors into three types that include a disconnection with peer entity, a delayed or no response and a response with failure result, and propose a scheme to automatically synchronize the data between the PCRF and the PCEF for each type of error. Also, we conduct a quantitative analysis to see how much it can help to maintain the cell capacity of the mobile VoIP service in a WiBro network, which is implemented in Korea according to the standards of WiMAX. We can see that our proposed scheme improves the performances of PCC by preventing the waste of radio resources, the overload of systems, the memory leakage of servers, the system shutdown, and so on. We have validated the scheme by implementation, and reflected it in WiMAX standard documents.

• Journal of the Korean Operations Research and Management Science Society
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• v.40 no.4
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• pp.83-105
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• 2015

Taxi, one of the passenger services, is an essential transportation system in our society. In spite of the importance of taxi service, deterioration of the service quality is continuously reported. In particular, taxi service failures due to traffic accidents have emerged as the most serious social problem which may incur a considerable amount of social costs. In this study, we focus on analyzing the causes of service quality deterioration-traffic accidents of both corporately owned and privately owned taxies in Seoul. The research objective is to find out the determinants of service quality deterioration of Taxi industry and to suggest policies for improving the taxi service in Seoul. We collected the archival data from KTSA (Korea Transportation Safety Authority) and ODP (Open Data Portal), which span from 2005 to 2014. Hierarchical regression analyses and a set of mediation tests are conducted. The root factors inducing traffic accidents of taxies are divided into competitive, and profitability factors. The statistical results indicate that the accident ratio per taxi is not only affected by competitive/profitability factors such as number of active taxi drivers, number of bus passengers, and taxi fare, but also mediated by the traffic violation ratio. To alleviate the current problems with taxi service in Seoul, we conclude that the number of taxies be reduced and the taxi fare be increased. Finally, we suggest several policies to improve the endemic taxi industry problems, over-supply and the low profitability by enhancing the linkage between service quality and profitability.

• Journal of the Korean association of regional geographers
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• v.11 no.6
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• pp.620-639
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• 2005

In terms of loan transactions, mortgage volume secured by housing in Korea is the most important market share. Hitherto housing finance policies are treated as a kind of property pricing policy. So it is time to import financial systems on behalf of the mortgage loan consumers like a mortgage broker. A mortgage broker is an intermediary that brings a borrower and a creditor together to obtain a mortgage loan. The broker takes the application, performs a financial and credit evaluation, produces documents, and closes the loan. Especially mortgage brokers present themselves as specifically acting in the interest of the consumer by shopping on behalf of the consumer for the best product that meets the consumer's needs and financial circumstances. The paper investigates the economic role of mortgage broker, foreign systems focused on USA, UK, Japan, and characteristics of Korean housing finance markets. Finally the paper provides policy recommendations about Korean mortgage broker system composed of licensing type, uniform professional practice standard, educational requirements.

• Journal of Distribution Science
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• v.14 no.9
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• pp.111-120
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• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• The Journal of Industrial Distribution & Business
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• v.10 no.7
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• pp.71-82
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• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• Journal of the Korea Society for Simulation
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• v.20 no.1
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• pp.107-116
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• 2011

Recently, femtocell has been concerned as one of effective solutions to relieve shadow region and provide high quality services to users in indoor environments. Even though femtocell offers various benefits to cellular operators and users, many technical issues, such as interference coordination, network synchronization, self-configuration, self-optimization, and so on, should be solved to deploy the femtocell in current network. In this paper, we develop a simulator for evaluating performance of long term evolution (LTE) femtocell systems under various interference scenarios. The simulator consists of a main-module and five sub-modules. The main-module connects and manages five sub-modules which have the functionality managing user mobility, packet scheduling, call admission control, traffic generation, and modulation and coding scheme (MCS). To provide user convenience, the simulator adopts graphical user interface (GUI) which can observes simulation results in real time. We expect that this simulator can contribute to developing effective femtocell systems by supporting a tool for analyzing the effect of interference between macrocell and femtocell.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.3
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• pp.7-17
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• 2017

Loan consultants assist clients with loan application processing and loan decisions. Their duties may include contacting people to ask if they want a loan, meeting with loan applicants and explaining different loan options. We studied the efficiency of service quality of loan consultants contracted to a bank in Korea. They do not work as a team, but do work independently. Since he/she is not an employee of the bank, the consultant is paid solely in proportion to how much he/she sell loans. In this study, a consultant is considered as a decision making unit (DMU) in the DEA (Data Envelopment Analysis) model. We use a principal component analysis-data envelopment analysis (PCA-DEA) model integrated with Shannon's Entropy to evaluate quality efficiency of the consultants. We adopt a three-stage process to calculate the efficiency of service quality of the consultants. In the first stage, we use PCA to obtain 6 synthetic indicators, including 4 input indicators and 2 output indicators, from survey results in which questionnaire items are constructed on the basis of SERVQUAL model. In the second stage, 3 DEA models allowing negative values are used to calculate the relative efficiency of each DMU. In the third stage, the weight of each result is calculated on the basis of Shannon's Entropy theory, and then we generate a comprehensive efficiency score using it. An example illustrates the proposed process of evaluating the relative quality efficiency of the loan consultants and how to use the efficiency to improve the service quality of the consultants.