• Journal of Distribution Science
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• v.17 no.9
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• pp.93-102
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• 2019

Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia, this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service quality on customer e-satisfaction and e-loyalty. Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) - (SEM) analytical tools were employed. Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.163-172
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• 2007

ESC has been used as a tool for evaluating overall performance of firms. ESC focuses mainly on building a balanced viewpoint comprising perspectives and their metrics. It is, therefore, difficult to value overall strategic achievements of a company derived by consolidating various perspectives and metrics. Because of the absence of a method for consolidating ESC metrics and computing total score based on these metrics, it is difficult to evaluate whole strategic performance and find core obstacle parts of performance. In this paper, we suggest a method of normalizing a numerical value of metrics with different units, and calculating the total score of ESC metrics. We conduct a case study of evaluating the effectiveness of CRM to illustrate the applicability and feasibility of the suggested method.

• Archives of design research
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• v.15 no.3
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• pp.271-280
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• 2002

These days information technology and internet have made startling progress. In these developing environments, the strategy or marketing based on existing off-line is getting more difficult to accomplish the role of the improvement of business competitive power, and they are bringing out a lot of changes in information management and marketing performance method about consumers due to digital networking between companies and consumers. These developments and changes make many varieties in the way of design studying methodology. Therefore, in this study, considering the aspects of design, society and environment, after I developed the consumer response framework about products design which is argued by Bloch(1995) ; distinct relationship model among preference degree- design image adjective - design factors, we established design information abstraction solution combined with the interaction based on IT as eCRM in real time. This suggested solutions will provide product designers with good information in finding the design factors which consumers prefer.

• Journal of the Korea Society for Simulation
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• v.12 no.4
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• pp.83-94
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• 2003

Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company's call center. The simulation study shows reduction in managing cost and better customer's satisfaction.

• Journal of agriculture & life science
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• v.45 no.5
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• pp.127-143
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• 2011

Assessment of APC has focused on large size, specialization, and structuralization based on business performance. In the future, first, it should be complemented to have correlation with management efficiency. Second, because of the rate of weight for each index, it is necessary to develop a specific index or adjust allotting of marks so that there can be correlation between indexes. Third, since APCs have high values in the composite assessment and low values in the sales amount, it is necessary to develop various kinds of indexes, including the index to evaluate processing value-added, that of customer satisfaction with assessment, and that of customer relationship maintenance performance through introduction of a customer relationship management system (CRM), in pursuit of balance. Lastly, the results of this study are expected to be able to help make APCs efficient in relation to integration of production organizations so that they will convert and develop into a basic product processing center in coping with changes in internal and external environment of agricultural marketing.

• Journal of Convergence for Information Technology
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• v.9 no.10
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• pp.64-70
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• 2019

In this study, the effect of customer relationship management on the management performance of productive welfare institutions was to be analyzed empirically. For this study, data were collected from 129 participants of productive welfare institutions in Busan. The results of this study are as follows. First, contact services and communication have a statistically significant impact on the financial performance of productive welfare institutions. Second, contact services and communication have a statistically significant impact on non-financial performance of productive welfare institutions. Based on the results of this study, the following suggestions are made. First, institutionalization of CS(customer service) education should be carried out in order to improve the management performance of productive welfare institutions. Second, participants' emotional support programs are needed to improve the management performance of productive welfare institutions.

• Journal of the Korean Vacuum Society
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• v.8 no.3B
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• pp.276-282
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• 1999

For the quantitative surface analysis of multicomponent materials, algorithms for the compensation of the matrix effect and surface compositional change by ion beam sputtering must be established and reference materials having certified compositions are necessary. These certified reference material (CRM)s are needed for the improvement of instrument performance, inter-laboratory comparison and quantitative surface analysis. Surface analysis group of KRISS developed alloy thin film CRMs by and ion beam sputter deposition system and in-situ surface analysis system to control the composition of alloy thin films The real compositions of the CRMs were certified by inductively coupled plasma-atomic emission spectroscopy (ICP-AES).

• CRM연구
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• v.2 no.1
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• pp.33-52
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• 2009

This research focused on the moderating role of the influence an expectation exerts on a performance by a regional festival and the experience to get visitor's feeling and satisfaction. A survey design was used for the last analysis targeted for the respondent who experienced an experience directly targeted for the regional where a regional festival is promoted actively targeted for the visitor. Results are show a positive influence on the expectation exerts on a performance of festival. In addition, it was confirmed that festival experience activity the role important to feeling and satisfaction of a visitor. We suggest, therefore, that it has to raise the efficiency of the strengthening of an experience program to raise an performance of festival participants and the festival manage to draw out the various feeling formation and satisfaction through participation customers' segmentation.

• Korean Journal of Fisheries and Aquatic Sciences
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• v.43 no.4
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• pp.293-297
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• 2010

To prevent amnesic shellfish poisoning (ASP) resulting from the consumption of shellfish contaminated with domoic acid, the quantitative analysis of domoic acid is very important. We validated a high performance liquid chromatography (HPLC) method for accurate and precise quantification of domoic acid. A clear peak and the isolation of domoic acid resulted on injecting a 50% methanol extract of CRM-ASP-Mus-c mussel reference material using HPLC. The limit of detection of domoic acid under the established HPLC conditions was $0.10\;{\mu}g/g$, and the limit of quantification of the toxin under the same conditions was $0.25\;{\mu}g/g$. The intra-accuracy and precision for domoic acid in CRM-ASP-Mus-c were 90.7-95.7% and 0.28-22.25%, respectively. The inter-accuracy and precision for domoic acid were 89.1-97.1% and 1.7-4.1%, respectively. The mean recovery of domoic acid in methanol extracts from ten species of marine invertebrates was 88.6-1105.1%.

• Journal of the Korean Society for Marine Environment & Energy
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• v.14 no.2
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• pp.107-113
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• 2011

To evaluate the performance of the hydrodynamic model, we introduced 10 skill assessments that are assorted by two groups: quantitative skill assessments (Absolute Average Error or AAE, Root Mean Squared Error or RMSE, Relative Absolute Average Error or RAAE, Percentage Model Error or PME) and qualitative skill assessments (Correlation Coefficient or CC, Reliability Index or RI, Index of Agreement or IA, Modeling Efficiency or MEF, Cost Function or CF, Coefficient of Residual Mass or CRM). These skill assessments were applied and calculated to evaluate the hydrodynamic modeling at one of Florida estuaries for water level, current, and salinity as comparing measured and simulated values. We found that AAE, RMSE, RAAE, CC, IA, MEF, CF, and CRM are suitable for the error assessment of water level and current, and AAE, RMSE, RAAE, PME, CC, RI, IA, CF, and CRM are good at the salinity error assessment. Quantitative and qualitative skill assessments showed the similar trend in terms of the classification for good and bad performance of model. Furthermore, this paper suggested the criteria of the "good" model performance for water level, current, and salinity. The criteria are RAAE < 10%, CC > 0.95, IA > 0.98, MEF > 0.93, CF < 0.21 for water level, RAAE < 20%, CC > 0.7, IA > 0.8, MEF > 0.5, CF < 0.5 for current, and RAAE < 10%, PME < 10%, CC > 0.9, RI < 1.15, CF < 0.1 for salinity.