• 품질경영학회지
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• 제44권4호
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• pp.965-981
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• 2016

Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in 'H' company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers' expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers' expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).

• 유통과학연구
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• 제18권1호
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• pp.59-69
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• 2020

Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

• 한국유통학회지:유통연구
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• 제2권1호
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• pp.59-85
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• 1997

The automobile industry in Korea has grown to the fifth in the world in terms of production capacity. In spite of the production growth, the marketing aspects such as distribution and customer service in the auto industry are still behind the world-class. Thus, the major purposes of this paper are as follows. The first is to analyze competitive structure of the industry and to compare distribution strategies of the major auto firms(Hyundai, Daewoo, and Kia). The second is to theoretically explain the transition from the vertical marketing system to the dealer system using transaction cost analysis. The third is to compare auto distribution channels in Korea with those in the U.S. and Japan. Finally, an optimal channel stucture in the auto industry is suggested after reviewing five alternative channel structures such as corporate-owned VMS, sales-specializing firm, multiplex system(VMS+limited dealer system), dual sales channel, and advanced dealer system. In the short-run, sales-specilizing firm was suggested as an optimal channel system to enhance customer satisfaction by integrating sales and customer service. In the long-run, advanced dealer system through regional differentiation was desirable for an optimal channel structure by organically integrating new car sales, used car sales, and after service to provide total marketing service to customers.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2009년도 춘계학술발표대회
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• pp.1307-1310
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• 2009

Web services provide the possibility of dynamically integrating distributed service components scattered over the Internet to fulfill sophisticated business demands. However due to today's wide variety of services offered to perform a specific task, it's essential that users are supported in the eventual selection of appropriate services. An example of web services for which selection of appropriate services will be crucial is Auto Repair Services. Selecting proper service from a variety of Auto Part Shops would be result of delivering high-quality service and minimizing Auto Repair Service customer's waiting time. Therefore, in this research to assist selecting proper service, we present Functional-Level Mediator and illustrate its usage in matching customer's and web service's goals. Five matching cases have been analyzed and results from experiment have been shown. Also, taking advantage of implementing multithreaded web services which reflects concurrent activity in the real world more naturally, we have significantly minimized customer's waiting time at Auto Repair Service.

• 한국컴퓨터정보학회논문지
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• 제23권5호
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• pp.55-63
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• 2018

In this paper, we designed a system that integrate and organize customer management programs and databases, which are performed independently of each other. And we designed the system so that it can be used for future marketing by implementing the system to share and efficiently utilize mutual independent maintenance information. From the CRM perspective, a comprehensive information system ghat manages every information on both new cars and second hand cares grom their purchase, to parts, to insurance, and to scraping needs to be established. The following should be applied in the establishment of the IAMS. Auto makers or auto maintenance services providers exclusive management of information on customers and their car maintenance services is aggravating the customer's inconvenience and complaints. In addition, the service provider has difficulty providing consistent maintenance services because it has little information about previous auto maintenance services the customer received. Besides, the customers who have no information on costs of parts and labor tend to hesitate to trust the costs of maintenance services. This study to provide customers with systematic maintenance service and causing them some inconvenience. Therefore, in order to maintain existing customers, auto maintenance service providers should provide services the customers wanted on the basis of accurate information about them.

• 산업경영시스템학회지
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• 제30권2호
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• pp.29-36
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• 2007

This study was concerned about mobile web-service of a VMI in the SCM system. The VMI would be a main module part of the SCM and regarded as very important thing on supply chain. Therefore, it was essential to react in real time of materials production and situation of used auto-part in procurement company. We could find an affordable method to realize the VMI in a web service. The web service has made inter relevant enterprise easy to collaborate because of supporting most operating system and frame-work. Moreover, the use of a mobile tools was guaranteed a product recording and requirement of materials to real time in a rapid changing of production environments. The result of this research was very useful to apply the VMI system in medium and small sized auto parts company. This web service package has programmed the Visual Studio Dot Net 2003 and the MS SQL 2000 as database.

• 품질경영학회지
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• 제36권3호
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• pp.66-75
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• 2008

Korean insurance companies recently started to understand that the customer satisfaction can be a critical role affecting sales performance and profit. A number of authors have reported and analyzed service quality factors in the auto insurance. The purpose of this research is to examine influence factors for the customer satisfaction in the auto insurance market. This study is assumed that customer satisfaction factors are composed of prices of service and corporate image as well as service quality factors. 249 questionnaires are gathered and analyzed from persons. The main findings of the empirical study are : First, the influence from prices of service and corporate image is higher than that from service quality factors, Second, repurchase of auto insurance highly correlated to recommendation intention.

• 한국산학기술학회논문지
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• 제11권8호
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• pp.3060-3069
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• 2010

LBS는 이동 중인 사용자의 위치정보를 이용하여 사용자에게 필요로 하는 부가 서비스를 제공하는 서비스 기법이다. 본 논문에서는 무선 모바일 네트워크상에서 모바일 클라이언트의 이동성 성능 테스트를 위한 Auto_Test 시스템을 제안한다. 현재 이동성 관리 기법의 중요성에도 불구하고 LBS이동성 관리에 대한 연구는 시작 단계에 있으며 본 논문에서는 이러한 문제를 해결하기 위하여 LBS 상에서의 서비스 이동성을 Auto-Test하기 위한 모듈형 관리 시스템을 개발하였다. 제안된 개발모듈은 거리 기반 모니터링, 위치 기반 모니터링, 시나리오관리, 이동성관리, 그리고 통계관리 모듈로 구성되며, 각 모듈을 통해서 이동성이 제어되도록 하였다. 시뮬레이션 결과 제안된 시스템이 기존 시스템들에 비해서 성능이 보다 더 효율적임을 알 수 있었다.

• 정보처리학회논문지:컴퓨터 및 통신 시스템
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• 제11권3호
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• pp.73-82
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• 2022

오토-스케일링은 클라우드 컴퓨팅 기술이 ICT 핵심 기반 기술로 자리 잡을 수 있는 가장 중요한 기능 중 하나로써 사용자나 서비스 요청의 폭발적인 증가 또는 감소에도 시스템 자원과 서비스 인스턴스를 적절하게 확장 또는 축소하여 상황에 맞는 서비스의 안정성과 비용 대비 효과를 향상하는 기술이다. 하지만 특정 시스템 자원에 대한 모니터링 시점의 단일 메트릭 데이터를 기반으로 정책이 수립·실행되다 보니 이미 서비스에 영향이 있거나 실제 필요한 서비스 인스턴스를 세밀하게 관리하지 못하는 문제점이 있다. 이러한 문제점을 해결하기 위해서 본 논문에서는 시스템 자원과 서비스 응답시간을 다변량 시계열 분석 모델을 사용하여 분석·예측하고 이를 기반으로 오토-스케일링 정책을 수립하는 방안을 제안한다. 이를 검증하기 위해 쿠버네티스 환경에서 커스텀 스케쥴러를 구현하고, 실험을 통해 쿠버네티스 기본 오토-스케일링 방식과 비교 분석한다. 제안하는 기법은 시스템 자원과 응답시간 사이의 영향에 기반한 예측 데이터를 활용하여 예상되는 상황에 대한 오토-스케일링을 선제적으로 실행함으로써 시스템의 안정성을 확보하고 서비스 품질이 저하되지 않는 범위내에서 필요한 만큼의 인스턴스를 세밀하게 관리할 수 있는 결과를 보인다.

• 한국치위생학회지
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• 제16권4호
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• pp.531-538
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• 2016

Objectives: The purpose of the study is to investigate recognition and adequacy of dental service providers regarding dental prosthodontic treatment covered by dental auto insurance system. Methods: A self-reported questionnaire was completed by 320 dentists and dental hygienists in Seoul, Gyeonggido, and Incheon from February 22 to March 21, 2016. The questionnaire consisted of recognition and needs of auto insurance (4 items), and recognition of prosthodontic treatment covered by dental auto insurance system. Likert five point scale was used in the questionnaire. Data were analyzed by SPSS 21.0 program. Cronbach's alpha was 0.856 in the study. Results: The average of recognition was 2.62 and that of adequacy of auto insurance coverage was 1.98. The reasonable price of crown treatment was from 400,000 to 500,000 Korean Won in 67.9 percent of the dentists. But 49.8 percent of the dental hygienists answered that the reasonable price of crown was 300,000 to 400,000 Korean Won. The dentists preferred to treatment fee covered by dental auto insurance. The dental hygienists had a preference to combination of dental auto insurance and medical insurance fee. Conclusions: The opinion of the dental care providers should be considered and the adequate coverage of insurance would improve the dental health care.