• Journal of the Korea Convergence Society
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• v.10 no.11
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• pp.149-159
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• 2019

Six sigma is an innovative management movement which provides improved business process by adapting the paradigm and the trend of market and customers. Suitable selection of six sigma project could highly reduce the costs, improve the quality, and enhance the customer satisfaction. There are existing studies on the selection of Six Sigma projects, but few studies have been conducted to select the correct project under an incomplete information environment. The purpose of this study is to propose the application of integrated MCDM techniques for correct project selection under incomplete information. The project selection process of six sigma involves four steps as follows: 1) determination of project selection criteria 2) calculation of relative importance of team member's competencies 3) assessment with project preference scale 4) finalization of ranking the projects. This study proposes the combination methods by applying group fuzzy Analytical Hierarchy Process (AHP), an easy defuzzified number of Trapezoidal Fuzzy Number (TrFN) and Grey Relational Analysis (GRA). Both of the weight of project selection criteria and the relative importance of team member's competencies can be evaluated by group fuzzy AHP. Project preferences are assessed by easy defuzzified scale of TrFN in case of incomplete information.)

• Journal of the Korea Society of Computer and Information
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• v.28 no.10
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• pp.217-227
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• 2023

This study aims to stratify consumer market evaluation items from the Consumer Decision Journey(CDJ) perspective and understand the relationship between laws/systems and consumer orientation through the Korea Consumer Agency's '19 Korea Consumer Markets Evaluation Indicators. This study divided consumer market evaluation items into the selection comparison stage, selection decision stage, and post-purchase experience stage. And present a model that stratified the relationship with consumer orientation of laws/systems and verified using the CDJ model's experience as a control variable. Studies have shown that the relationship between the consumer market evaluation index that evaluates consumer orientation can be stratified according to the consumer decision-making stage and positively affects the relationship with consumer orientation of laws/systems. In addition, the impact of consumer market evaluation variables (reliability, and price) on the consumer orientation of laws/systems was different depending on the presence or absence of consumer damage experience.

• International Commerce and Information Review
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• v.4 no.2
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• pp.253-277
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• 2002

Nowaday, the advanced technology in information and communication has been leading the dramatic change of transaction paradigm expansion from physical basis to electronic one. As we know, financial services support most of financial exchange between two business parties. So the expansion of electronic transaction paradigm affects to every financial institutions which provide financial services. Thus, financial institutions have accepted e-Finance systems and providing internet financial services to live in the competition. The purpose of this study is to contribute the qualitative enhancement of its customer service, rapid diffusion and accurate strategy establishment for e-Finance industry in the user side. Through the literature review and factor and reliability analysis, this study selects six diffusion factors such as efficiency of perceived e-Finance, reliability and safety of e-Finance in perceived e-Finance itself's characteristic; confidence, technical factors and the customer service quality of e-Finance system in perception on e-Finance System; inclination to innovation in the personal characteristic. According to result of hypothesis verification by using logistics regression analysis, technical factors and the customer service quality of e-Finance system in perception on e-Finance System and inclination to innovation in the personal characteristic gave statistically positive effect to the diffusion decision at the significant level 0.05 and 0.01. However efficiency of perceived e-Finance, reliability and safety of e-Finance in perceived e-Finance itself's characteristic didn't affect to diffusion decision and confidence of e-Finance system in perception on e-Finance System didn't have any statistical significancy. This study can be used as a basic material for the forward empirical study of diffusion factors in the user side and be able to apply to company and government policy making or embodiment, determination for customer service quality degree of financial institutions. But this study has some limitations like didn't touch satisfaction factors and its effect, only deal domestic customers and didn't use multi-regression analysis.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.41-61
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• 2023

The universal form of life in the era of the 4th industrial revolution can probably be summarized as the keyword "non-face-to-face". In particular, in terms of consumption activities, face-to-face contact is gradually changing to a system that minimizes, and offline stores are rapidly changing to non-contact services through kiosks and robots. The social structure is also changing with the passage of time, and most fundamentally, our dietary consumption patterns are changing. In particular, the increase in single-person households and the aging population are having a great impact on changes in the food service industry, which is closely related to dietary life. The HMR (Home Meal Replacement) market has grown significantly as the labor of cooking at home has decreased and the use of substitute foods has increased. As the size of the market has grown, the types of businesses that provide products have also diversified. The development of technology, non-face-to-face culture, and corporate management efficiency are intertwined, and unmanned stores are spreading recently. In this study, service quality attributes of HMR unmanned stores, where competition is gradually intensifying, are classified, and service quality classification using the Kano model and Timko's customer satisfaction coefficient are calculated to provide implications for service management based on customer satisfaction. As a result of the analysis, 'products with short cooking time' and 'variety of products (menu)' were classified as attractive qualities, and 'cleanliness inside/outside of the store' and 'products at reasonable prices' were classified as unified quality. In addition, 'convenience of self-checkout process' was classified as a natural quality, and 'convenience of in-store passage' was classified as an indifferent quality. Furthermore, when the service factor was satisfied within the HMR unmanned store, the factor with the highest satisfaction coefficient was 'product (menu) variety', and the factor with the highest dissatisfaction factor was 'convenience of self-checkout process'. Through the results of this study, it is intended to derive priorities in service quality management of HMR unmanned stores and provide strategic implications for related businesses.

• Journal of Fashion Business
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• v.6 no.2
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• pp.1-16
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• 2002

The need for ready-to-wear clothing increases as the problem comes to arise from the fit of custommade clothing due to the characteristics of middle-aged women's somatotype. At this point of time, a study on the realities of production of custom-made clothing in middle-aged women's clothing business firms is of very greatly significance. Therefore, this study was intended to identify the problem and improvements through the survey research of production of custom-made clothing in middle-aged women's clothing business firms and further present the plan for development of custom-made clothing business. The questionnaire was framed based on the contents extracted from the preliminary questionnaire research for the pattern section chief of each business firm. Collected data were statistically processed using the SPSS 10.0 Windows program. As a result, the following findings were obtained: 1. The target age of the middle-aged women's clothing business firms ranged from more than 45 years to less than 50 years of age. Clothing business firms much made inroads into the ready-to-wear clothing market largely in the 1980s and the 1990s. Their active entry into the custom-made clothing market occurred in the 1970s and the 1980s. 2. In terms of the clothing production method of middle-aged women's clothing firms, some private boutique and designer brand clothing firms entered the clothing market with a focus on custom-made clothing in the beginning of its organization and introduced the production method of ready-to-wear clothing in accordance with changes in production methods and consumers' needs and wants. National brand clothing firms manufactured clothing with a focus on ready-to-wear clothing from the beginning of its organization, but at last they manufactured both partial custom-made and whole custom-made as the problem arose from ready-to-wear clothing. Seeing that their clothing production showed the ratio readyto-wear to custom-made clothing of 2.58:1. And it was found that the manufacture of ready-to-wear and custom-made clothing took into consideration the great difference in the pattern, size and design plan. The research of the clothing production process showed that whole custom-made and partial custommade were distinguished according to whether or not the sample was presented. 3. The ready-to-wear pattern of middle-aged women's clothing firms were used with a focus on the 'patternmaker-developed pattern' and company-developed pattern'. Most clothing businesses produced clothing in 4 to 5 basic sizes, which is found to be insufficient to complement the physical characteristics of middle-aged women with many specific somatotypes. In the pattern of custom-made clothing, the 'pattern of ready-to-wear were applied' or the 'customized pattern was developed'. Actual measurements were most used as the size of custom-made, and accordingly it is predicted that the level of satisfaction is higher with the fit of custom-made clothing than that of ready-to-wear. The selling place and the head office showed the similar percent as the place for measuring the size of custom-made clothing. Size measurers were mostly the shop master. And it was found that most clothing business firms had a problem when the measured size was applied to the pattern. Accordingly, it is necessary to provide education on size measurement for shop masters. 4. It was found that in the middle-aged women's clothing firms, the pattern correction of the length of sleeve, jacket and slacks occupied the highest percent. Accordingly, it is necessary to provide for the size system to complement the accurate somatotype characteristics of middle-aged women. 5. In custom-made clothing customer management, most firms engaged in customer somatotype management through size management. They provided customers with commodity information by informing them of the sales and event period and practiced human management for customers by maintaining the get-together and friendly relationship. 6. Middle-aged women's clothing businesses responded that it would be necessary to improve the fit of custom-made clothing and complement their pursuit for individuality as the plan to improve its quality. In consequence, it suggests that middle-aged women's clothing businesses should provide middle-aged women with the clothing of better-suited size and refined design. Middle-aged women's clothing businesses responded that it was the most urgent task to form the custom-made clothing manufacturing team as the plan to expand the custom-made clothing market, which is identified as their emphasis on the systematized production of custom-made clothing.

• Journal of Digital Convergence
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• v.13 no.10
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• pp.209-218
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• 2015

This study aims to look into whether market merchant college education in Convergence to has any influence to the educational performance. For the purpose, 300 surveys were distributed to the ones who completed the course at ** city and in total 275 replies were selected out of 300. The age as of the subjects of this study suggests many of the most common are 91 people with more than 60 121 people 50s. This suggests that the age of a person engaged in the business owners have a lot of seniors. Dependant variable of this study, educational performance resulted in sales increase, help in self development with 82.4%, stronger confidence in success of business startup, overall satisfaction with the market merchant college education. Advanced studies regarding market merchant college and series of domestic and overseas documents were referred to for this study. As trait elements for market merchant college education, educational service, change intention, challenge spirit, decisive factors for customer communication were derived. Along with these elements, research model and hypothesis verifying the relationship with operational fund were established and empirical analysis and investigation was set as study objective.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.10 no.3
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• pp.39-49
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• 2015

Thus this study looked into existing literature focusing on generalities, and after literature studies, hypothesis was set up to solve the problems in the study. According to literature examination, self employed consulting was found to be comprised of four areas: awareness, reliability, satisfaction, and utilization, while consulting could be divided into four customer perspectives: customer, financial, internal processing, and learning and growth. An empirical study was conducted to verify the causal relationship between these causes, and we describe the findings of the study on the business management performance pursuant to self employed business consulting as follows: In this study, we examine an overall business management performance measurement by adopting the four variables of self employed business consulting, and enhance the chance of success by having systematic access to business establishment. In conclusion, in order to increase the success rate of the small business start-up, it is important to choose such items that fit the founder's experience and the characteristics of the business zone, and a successful founding of a business will be accomplished only when sufficient funding is combined with successful running, therefore, most importantly, striking a balance between the factors should start with the founder as the center, and there must be professional business knowledge and technical assistance by the business start-up support agency.

• Information Systems Review
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• v.10 no.2
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• pp.291-308
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• 2008

This study is to review the main concepts of BSC(Balance Scorecard) and compare the BSCs applied in the private and the public sectors. This comparison suggests a few important aspects that must be attended when BSC is put to use in the public organization. First, the BSC used in the public sector must put the top priority to customer perspective over financial one. The primary mission of a public organization must be the "better service" for the people. Secondly, each of BSC's four main perspectives should be modified and re prioritized according to the goals and objectives of the public organization. Finally, CSFs(Critical Success Factors) and KPIs(Key Performance Indicators) must be integrated into the framework of BSC which also incorporates already existing performance management systems. This case study shows how the redundant and unrelated performance management systems(evaluation management, government task evaluation, job performance appraisal, and customer satisfaction evaluation) are merged into the BSC performance management system in the public organization.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.97-114
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• 2019

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

• Management & Information Systems Review
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• v.32 no.3
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• pp.107-125
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• 2013

This study deals with a strategic decision making in two level supply chain network design. This study presents more realistic mathematical model than the previous studies by considering simultaneous location of plants and distribution centers, determination of capacity level for both plants and distribution centers, and upper limit condition for numbers of locating plants and distribution centers. This paper tries to help the strategic decision making for two level supply chain network design. For this purpose, three different sized numerical examples are generated and optimal solutions are obtained by applying Excel Solver program. And sensitivity analysis is performed for the biggest sized example problem, which has 10 potential plants, 20 potential distribution centers, and 200 customer zones. After the plants being located are fixed, optimal minimum costs are obtained and compared for each of 7 different numbers of distribution centers to be located. As the number of distribution centers increases, changes in inbound transportation cost and outbound transportation cost can be derived. In case of considering cost as well as customer satisfaction level for two level supply chain network design, the analysis of this changes may help more sophisticated decision making.