• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.2 no.4
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• pp.103-133
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• 2007

The purpose of this study is to investigate whether customer satisfaction is affected by the expenditure for the customer satisfaction such as advertising, promotion, and training. This study also investigate whether the financial performance of the firm is affected by the customer satisfaction. The major findings are summarized as following. First, the customer satisfaction is affected by the expenditure for the customer satisfaction such as promotion, training. But customer satisfaction is not affected by advertising cost. Second, considering the time-lag and incremental valiables, the relationship between customer satisfaction and expenditure for the customer satisfaction is not founded. Third, the customer satisfaction affects positively on the corporate financial performance, such as ratio of operating income to sales, ratio of net income to sales, return on total assets, and return on equity. Finally, considering the time-lag the relationship between customer satisfaction and financial performance is not founded. Considering the incremental valiables, the relationship between customer satisfaction and financial performance is founded when ratio of operating income to sales and return on total assets are used financial performance. These findings imply that the expenditure for promotiom and training is needed to increase the customer satisfaction. Also improvement customer satisfaction is needed to increase the financial performance. The limitations of this study are as following. First, this study could not consider the other variables that would affect on the relationship among expenditure for customer satisfaction, level of customer satisfaction, and financial performance. Second, the results of this study are difficult to generalize because this study is focused on the service industry.

• Journal of rehabilitation welfare engineering & assistive technology
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• v.7 no.2
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• pp.125-132
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• 2013

This research is focused on improvement of satisfaction of the assistive products, which is used by long term care elderly people. We investigated 1,200 long-term cared elderly and this survey was conducted by care-giver. The average satisfaction of the assistive products are in convenience 3.43, in function and effectiveness 3.33, in safety and secure 3.29 and in adequacy cost compared to effectiveness 2.69. Total average satisfaction of utilization is 3.19. Satisfaction with the use of assistive products in using motivation does not show a statistically significant difference, but in selection factors is a difference to be statistically significant. In conclusion, expert-consulting should be enhanced for the improvement of satisfaction and the provision of assistive products should be expanded in long-term care insuance schemes. Also, the rational index and evaluation method of the satisfaction of the assistive products should be developed through continuous studies.

• Fire Science and Engineering
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• v.33 no.6
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• pp.142-151
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• 2019

This study examined job satisfaction among fire protection system management workers in the fire industry and analyzed how job satisfaction affects turnover intention. The results revealed that, among the control variables, including age, rank, academic background, payment, total career, license, and tasks, significant differences in job satisfaction were found in the tasks between groups, while no significant differences in turnover were found in any control variable between groups. Additionally, the results revealed that, among the lower variables of job satisfaction, increased satisfaction with payment and organizational system affected the degree of turnover intention, while work and promotion did not. These results are to be used as data for human management of technicians and for creating alternatives. Future studies are required to establish a reasonable task rotation cycle for raising job satisfaction, to examine the current status of low-cost orders and countermeasures, and to analyze the direction of development of fire protection system management business.

• Journal of Technologic Dentistry
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• v.28 no.1
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• pp.67-81
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• 2006

This research has been attempt to examine closely factors that high cost and value to overall satisfaction state for dental implant prosthesis, re-utilization intention, inducement intention of the general hospital dental service user and provide basis data necessary to establish competitive general hospital dentistry management strategy. Collected data using own recording way questionnaire from April 17, 2004 to May 15, 2004 choosing 142 people that agree on this research and question of 361 people that dental implant prosthetic treatment finished from March 1, 1999 to March 1, 2004 for this. Major analyzation consequences are as follows : First, general satisfaction, re-utilization intention, inducement intention for implant prosthesis that highly correlation variables are kindness, explanation, medical treatment level and appreciation of the aesthetic. Second, correlation is high relatively between re-utilization intention, inducement intention in the 3 variables such as general satisfaction re-utilization intention, inducement intention. Third, the result of multiple regression analysis showed that most significant effective factors are satisfaction with explanation of dental implant prosthesis between the 3 dependant variables such as general satisfaction, re-utilization intention, inducement intention. In looking into these consequence, how to improve that raise satisfaction about dental implant prosthetic treatment and to establish patient focused care service system for dental implant prosthesis, it is consider that explain enough about implant prosthesis and raise quality of medical examination and treatment level, including satisfied with fabrication of good esthetic dental implant prosthesis.

• Korea Journal of Hospital Management
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• v.17 no.1
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• pp.23-42
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• 2012

The purpose of this study is to identify the inpatient service quality at mental hospitals and to examine the effect of service quality on patient's overall satisfaction and customer loyalty. Data collection was done through conducting a survey of inpatients in three mental hospitals located in Chungnam, Korea using self administered questionnaire. The questionnaire included the modified version of 'service satisfaction scale for psychiatric patients' invented by Chul Kwon Kim and other members, which consists of five dimension of service quality: staff attitude, treatment quality, ward environment, access/cost and ward rule. Total 236 questionnaires were gathered and 219 were used for analysis. The data was analyzed by using version SAS9.2 and path analysis model was applied to test our hypothesis. As a result, the four factors of service (staff attitude, treatment quality, ward environment and ward rule) were extracted, which counted for 62.89% of the common variance. Moreover, Cronbach Alpha showed relatively high internal consistency of answer, all exceeding 0.6. According to the study, ward environment and treatment quality turned out to have direct influence on the patient's satisfaction. In addition, staff attitude and overall satisfaction directly influenced the customer loyalty while ward environment and ward rule indirectly had influence using overall satisfaction as a medium. In conclusion, in order to enhance the satisfaction and customer loyalty in mental hospitals, efforts in improving environmental service quality in particular is highly demanded.

• Journal of the Korean Dietetic Association
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• v.9 no.3
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• pp.197-208
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• 2003

This study was surveyed to provide the information on current operational practices and issues of contract-managed foodservice companies. Questionnaires were distributed to 79 contract-managed foodservice companies (eight large-size, 48 mid-size, 23 small-size companies) from March to May in 2002. The contract-managed foodservice companies provided averages of 269,184 (range 140,036-503,500), 14,837 (range 450-75,269), and 4,065 (range 930-8,050) meals daily from large, medium, and small-size companies, respectively. The companies managed to averages of 268.2 (160-619) foodservice contracts at large-size companies, 21.9 (5-63) contracts at mid-size companies, and 4.7 (1-10) contracts at small-size companies. The average numbers of dietitians were 298.6 (range 104-671) in large-size companies, 22.2(6-86) in mid-size companies, and 3.8(1-9) in small-size companies. The averages of sales were 156.5 billion at large-size companies, 6.7 billion at mid-size companies, and 1.7 billion at small-size companies in 2001. The contract was two types including management fee contract(5%), and profit and loss contract(95%). The cost ratios for office foodservice were 59.5% at food cost, 24.2% at labor cost, 6.3% at profit, and 10.1% at other cost. For hospital foodservice, the ratios were 54.0% at the food cost, 34.6% at labor cost, 3.0% at profit, and 11.8% at other cost. For high school foodservice, the ratios were 62.2% at the food cost, 21.5% at labor cost, 5.4% at profit, and 11.2% at other cost. When the contractors managed to the foodservice, the most important matters were the sanitation management and customer satisfaction. Also, the difficult problems were excess investment of equipments and low meal prices.

• The Journal of the Korea Contents Association
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• v.6 no.7
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• pp.22-30
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• 2006

The goal of the company and profit maximization can be achieved by creating revenue or reducing costs. What can be done by the effort of the firm itself is possible through cost-reduction rather than through revenue-creation. Under this economic situation, one of the best way for cost-reduction is to reduce cost of logistics. But logistics costs of a firm is continually increased because of the various customer-satisfaction, competition. This study considers that logistics cost management system be able to apply business practice through to used only a merit of CVP(Cost - Volume Profit) analysis method for effective decision making. To conclude, this study depicts that logistics cost management according to used a merit of CVP analysis method can provide information useful for making strategy of logistics. In short, It is reduce to more costs of logistics investment than are necessary. and, I will expect a man who charge logistics to improvement, adaptation, and application.

• Asia pacific journal of information systems
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• v.23 no.1
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• pp.21-43
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• 2013

Internet vendors are gradually realizing the importance of "locking-in" online customers in order to ensure profitability. Erection of switching barriers increases customers'lock-in and in turn may result in their willingness to pay price-premium for the same service. However, raising customer lock-in online is difficult because search costs are very low. Therefore, this study examines the effect of switching barriers (customer satisfaction, perceived value and relative advantage) on switching costs and the effect of switching costs on customer's willingness to pay more. Since switching costs and consequent relationships may depend upon the type of product therefore the research model in this study is examined for both search products and experience products. Data is collected through an online survey from two websites (one each for search product and experience product). The empirical results show the key role of switching costs in customers' willingness to pay more and the relationships among the four constructs. The theoretical and practical implications of this study are also discussed.

• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.23-40
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• 2004

This study examined the impact of team characteristics(introduction of the team approach team empowerment, leadership of team leaders, open communication director's commitment) on team effectiveness (adaptability to the environments, job satisfaction the positive team culture, cost efficiency) in university libraries. The study used a survey design with a questionnaire to staffs who worked at f academic libraries in South Korea. The major findings from the empirical analysis are as follows. The well-prepared introduction of team approach and director's strong commitment were positively related to the team effectiveness variables such as adaptability to environment, job satisfaction, and cost efficiency.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.488-492
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• 2007

In this study, we investigated how to distinguish customer delivered value to re-purchasing in fierce B2C industry. To identify key managerial variables that could distinctively impact re-purchasing, we first identified customer value proposition as per the customer buying decision process. Next, core value propositions of choice efficiency and competitive price are defined to determine vendor satisfaction during the searching stage and purchasing stage. The trust level is also introduced in the sense of reflecting confirmation to guarantee after purchase security. Then, significant managerial variables to impact on core value propositions are extracted. The resulting structural model illustrated that search convenience and quality assurance affect the choice efficiency, and re-purchase intention is strongly explained by both the vendor satisfaction and trust level. The empirical testing results also support that transaction cost reduction is key determinant of shopping at the Internet shopping mall. Furthermore, trust level should be combined to induce re-purchasing in addition to transaction cost savings.