• Journal of the Korea Institute of Information and Communication Engineering
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• v.18 no.4
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• pp.899-905
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• 2014

In order for corporations and institutions to perform efficient management, they first have to infer what factors customers seek for, then continuously strive to provide them with better service. The most important element to provide better service is accurate feedback from customers; however, Korea lacks of standardized system for measuring customer satisfaction. This study suggests the analysis system for survey, which evaluates customer satisfaction efficiently. The system sets up measuring factor for each service quality, and makes it possible to perform methodically. Especially, the system introduces scoring scheme so that it evaluates quality of service or unit service and prioritizes factors those need to be improved. Furthermore, the survey is operated via mobile and online system, which can be analyzed in real time, and lets foreigners use in their own languages. Through applying the analysis system of customer satisfaction survey to students who participated in work-study program, it substantiates the effectiveness of this system.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2014.10a
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• pp.131-134
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• 2014

The Internet allows firms to serve customers more effectively than ever before. In the B2C context, we examine the interrelationships among information privacy concerns, e-trust, and e-loyalty. The authors extend prior research by incorporating constructs of information privacy concerns into a more holistic conceptual framework. This study answers three research questions: Will the three components of information privacy concerns have a significant effect on e-loyalty through e-trust?, Does e-trust mediate e-loyalty?, Finally, do switching costs have a moderation effect between e-trust and e-loyalty?, The authors examine data from customers who have booked hotel accommodations online. The results support our hypotheses and confirm both the mediation role of e-trust and the moderation role of switching costs. Conceptually, this study provides an empirical validation of information privacy concerns, e-trust, and loyalty linkage. On the managerial level, this research provides insights into critical drivers of loyalty in the emerging online marketplace.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.24 no.2
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• pp.167-175
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• 2024

Due to the Fourth Industrial Revolution, ICT(Information and Communication Technology) industry is becoming more important and sophisticated than ever. In B2B based ICT industry demand forecasting by analyzing the previous customer data is so important. RFM, one of customer relationship management models is a marketing technique that evaluates Recency, Frequency and Monetary value to predict customers behavior. RFM model has been studied focusing on the B2C based industry. On the other hand there is a lack of research on B2B based technology industry. Therefore this study applied it to B2B based high technology industry and considered T(technology collaboration) value, which are identified as important factors in the technology industry. To present an improved model for market performance in B2B technology industry, an empirical study was conducted on comparing the accuracy of the traditional RFM model and the improved RFM-T model. The objective of this study is to contribute to market performance by presenting an improved model in B2B based high technology industry.

• The Journal of the Convergence on Culture Technology
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• v.8 no.4
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• pp.213-217
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• 2022

It is a time when a sustainable Korean Culture Festival strategy is needed. The Korean Culture Festival is a Hallyu Culture Festival that comprehensively introduces various Korean cultures such as Korean food, beauty, and fashion with the focus on K content, which has been leading the global craze since 2020. As the core project of the promotion of Neo Hallyu by the Ministry of Culture and Gymnasium, the 2021 Korean Culture Festival, which was based on the World K-Pop concert and the K-Culture Fan Fair, including holding the first face-to-face concert that applied the stage of real-world content after Covid-19, as well as conducting and exhibiting various fan participation challenges, must now make the leap to the global Hallyu Culture Festival. To this end, it can consist of drama, K-pop, K-Culture Fan Fair, K-Meetup, K-Culture Parade, and Awards. This distinction shows a classic festival program centered around the prosumer content that drives the Korean Wave, and in order for this philosophy to be effectively linked to its contemporaries, a Business to Business (B2B) and Business to Consumer (B2C) 'Techtainment Strategy' is needed to acquire potential customers through learned playfulness.

• Journal of Information Technology Services
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• v.1 no.1
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• pp.67-80
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• 2002

This study aims to explore the ways of reinforcing the competitive edge and substance of company through e-business in furniture industry by presenting the e-business model of furniture industry which faces the opportunity of challenge in the course of industrial restructuring. e-business model can take various types depending on the environment, feature and competitive edge that each company faces. For example, it is general in the fields of manufacturing company to study the model by dividing into Sell Side for sales to the customers, and Buy Side for purchase of raw materials, Integrating both sides. In furniture industry, Sell Side has the feature of giving a priority in the quality and price rather than brand image in the purchase type of consumer. Especially, it shall not be overlooked that majority of furniture is delivered to the consumer indirectly through the construction company. As such, e-business should be promoted in a way to expand the point of contact for consumers, rather than to construct its own point of contact for consumers. The percentage of importation of raw lumber is high and the standardization was insufficient in Buy Side.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.5
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• pp.205-221
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• 2022

In this study, the authors investigated the effect of salesperson's Selling Influence Tactics (SIT) on customers' psychological obligation, trust in salespersons and repurchase intentions in the offline cosmetics purchase channel. In addition, we examined the moderating effect of service quality perceived by customers. To this end, a survey was conducted on 298 customers who had purchased cosmetics through the offline sales channel, and the authors conducted hypothesis testing through a structural equation model. As a result of the study, first, among salesperson's sales influence tactics, emotional appeal tactics (H1a), customer ingratiation tactics (H1d), and personal appeal tactics (H1e) were found to affect the psychological obligation of customers, and emotional appeal tactics (H2a), rational persuasion tactics (H2b), information provision tactics (H2c), and customer ingratiation tactics (H2d) were found to affect trust in salespeople. Third, it was found that the psychological obligation did not have a positive (+) effect on the customer's repurchase intention, and the customer's trust in the salesperson had a positive (+) effect on the repurchase intention. Third, perceived service quality showed a significant moderating effect between psychological obligation and repurchase intention, trust in salesperson and repurchase intention. In previous studies on salesperson's Selling Influence Tactics (SIT), many studies examined salesperson's Selling Influence Tactics (SIT) by specifying sub-variables in a limited way, and studies confirming marketing factors such as repurchase intention were also insufficient. Therefore, the results of the empirical research confirmed based on this study are expected to help the standard or direction of the salesperson's Selling Influence Tactics (SIT) in future studies. In addition, this study describes implications for providing help in employee education and management for small business owners who manage and operate offline cosmetics stores, and sales strategies that should be strategically established to improve perceived service quality for customers.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.29 no.6
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• pp.1271-1283
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• 2019

The fourth industrial revolution and digital transformation are also bringing major changes to the financial ecosystem in Korea. Already, global financial firms overseas are opening their financial markets and exploring new financial businesses by seeking ways to co-prosperity with fintech firms. However, it is also true that the domestic financial environment has failed to respond to the changes due to its monopolistic and closed structure. In response, the government began pushing for the introduction of open banking in December 2019 with the aim of fully opening the financial settlement system. However, unlike the existing simple financial transaction structure, open banking still has an unresolved part due to the unclear relationship of responsibilities between interested parties in the event of financial accidents due to the complex linkage structure of transactions such as financial firms, fintech firms and customers. This study analyzed the security threat of open banking in depth. By doing so, the government and financial firms want to present policy proposals that need to be improved to enhance the safety of open banking in korea and protect financial consumers, as well as new financial models that have improved the vulnerable parts of existing models.

• Journal of Information Technology Services
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• v.4 no.2
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• pp.79-97
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• 2005

With the proliferation of EC, many customers have been participating into online auction or group-buying market over searching internet shopping-malls to purchase goods. To support the customer's convenient transaction, lots of agent systems are developed to facilitate the customer's product brokering, merchant brokering, and negotiation of transaction. However, many of these systems have focused upon supporting transaction at only one type of marketplace. Since these marketplaces have different transaction settlement mechanism, it is necessary to develop the system that utilizes the customer's transaction including the selection of the type of marketplace to buy. Then we classify the kinds of B2C electronic marketplace according to the protocol by which the market operated. The structure of negotiation message is developed using XML schema and RDFS under the characteristics and message example of each marketplace in this research.

• Journal of the Korean Dietetic Association
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• v.13 no.2
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• pp.138-156
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• 2007

The purposes of this study were to a) measure the service quality attributes of foodservice type such as school foodservice, hospital foodservice and business & industry(B&I) foodservice, managed by contract management company(CMC), b) compare with service quality attributes by CMC scale, c) analyze overall customer satisfaction(CS) by the foodservice type and the CMC scale, and d) identify the effect of service quality attributes on an overall CS by the foodservice type and the CMC scale. The questionnaires were handed out to 6,620 customers of 207 school, 38 hospital, and 86 B&I foodservices in 108 CMCs. The statistical data analysis was completed using SPSS Win(ver 12.0) for descriptive analysis, t-test, reliability analysis, and multiple linear regression analysis. From an analysis on service quality attributes, 'proper arrangement of table and chair at hall distribution(3.53)', 'operation of nutrition education(3.50)' were highly perceived to student, 'correctable serving(4.08)', 'serve at fixed distribution time(4.08)', 'kindness of serving employee(4.04)' were highly perceived to patient, 'employee's kindness(3.84)' were highly perceived to customer of B&I. In comparison of service quality attributes by CMC scale, most scores of large enterprise(LE) were significantly higher than small and medium sized enterprise(SME) in school foodservice, hospital foodservice and B&I foodservice. Overall CS levels were 3.53 out of a maximum 5 on B&I, 3.46 on school, and 3.44 on hospital and were evaluated differently CS score by CMC scale. Finally, regression results for the effects of service quality attributes on overall CS by each of foodservice type were identified significantly different service quality attributes by foodservice type such as school, hospital, B&I(p<.001) and by CMC scale. For considering the goal of enterprise on profit-making through CS and the needs of customer on CS at moment of truth(MOT), the findings should be applied to the CMC and the foodservice industry.

• Journal of Korea Port Economic Association
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• v.24 no.3
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• pp.147-165
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• 2008

Since 2000, e-commerce has been increased continuously in its quantity and quality. The growth of e-commerce has resulted in some diversities of distribution channels, and its characteristics of not-spot trading and limited market scale has urged the on-line market to play a role of assistance to off-line market. e-Commerce causes not only the flow of forward logistics, but also that of reverse logistics with every purchasing, which is a very critical factor to hesitate for consumers to purchase the products as well as increase the price of the products. Concern about the reverse logistics by sellers and buyers influences the level of price and purchasing activity of consumers. This study firstly is to lift the awareness of the efficient control of reverse logistics with reviewing the recent change of logistics environment and phenomena of reverse logistics. Secondly we find the factors generating the reverse logistics and look into its questions, and thirdly offer not only the ways to minimize the phenomena of reverse logistics, but also a efficient control system for reverse logistics. We additionally aim to contribute to prevent the price of the products from rising and raise the customers' satisfaction through minimizing the phase of reverse logistics.