• 한국인공지능학회지
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• 제8권2호
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• pp.23-28
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• 2020

Purpose: Today, we often hear complaints from customers: poor quality, poor service, expensive prices, etc. Customer complaints are an indication that the company's products and services do not meet customer requirements, which in turn causes customer complaints. An important content of corporate marketing practice is how to use the opportunity of handling customer complaints to win the trust of customers and gain a competitive advantage. According to the concept of marketing, the way for an enterprise to obtain profits is to continuously meet the needs of customers. However, with increasingly fierce market competition and the overall formation of a buyer's market, providing high-quality products and high-efficiency and high-level services have become the eternal theme of enterprises. Therefore, meeting the actual needs of customers and effectively handling customer complaints are issues that we must take seriously. Research design, data, and methodology: This article mainly analyzes the causes of customer complaints, proposes relevant solutions for different types of complaints, builds a customer complaint management system, improves the efficiency and ability of handling complaints, and provides more references and basis for enterprises to solve customer complaints. Conclusions: To further improve the quality of enterprise products and service standards, to help enterprises increase customer loyalty and satisfaction, and to enable enterprises to gain advantages in the increasingly competitive global market.

• Journal of Information Technology Applications and Management
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• 제22권1호
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• pp.77-93
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• 2015

As the range of the customer choice becomes more diverse, the average life span of companies' products and services is becoming shorter. Most companies are striving to maximize the revenue by understanding the customer's needs and providing customized products and services. However, companies had to bear a significant burden, in terms of the time and cost involved in the process of determining each individual customer's needs. Therefore, an alternative method is employed that involves grouping the customers into different categories based on certain criteria and establishing a marketing strategy tailored for each group. In this way, customer segmentation and customer clustering are performed using demographic information and behavioral information. Demographic information included sex, age, income level, and etc., while behavioral information was usually identified indirectly through customers' purchase history and search history. However, there is a limitation regarding companies' customer behavioral information, because the information is usually obtained through the limited data provided by a customer on a company's website. This is because the pattern indicated when a customer accesses a particular site might not be representative of the general tendency of that customer. Therefore, in this study, rather than the pattern indicated through a particular site, a customer's interest is identified using that customer's access record pertaining to external news. Hence, by utilizing this method, we proposed a methodology to perform customer segmentation. In addition, by extracting the main issues through a topic analysis covering approximately 3,000 Internet news articles, the actual experiment applying customer segmentation is performed and the applicability of the proposed methodology is analyzed.

• 디자인학연구
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• 제12권1호
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• pp.97-106
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• 1999

생산 기술의 발전과 함께, 날로 다양해지고 복잡해져 가는 소비자의 니즈를 제품 개발 과정에서 반영해야 할 필요성이 점차 높아져 가고 있다. 그러나, 마케팅적 관점에 그 기초를 두고 구조화되고 있는 현재의 소비자 니즈 체계는 제품 개발 단계에서 응용하기에는 너무 추상적이고 범주적인 성격을 가진다. 따라서, 본 연구에서는 인지과학/인지심리학 이론을 중심으로 하여, 제품 컨셉 수립 단계에서 실제적으로 응용할 수 있도록 소비자 니즈를 구조화하는 방법론을 수립하고, 니즈 구조화에 대한 가이드라인을 제시하는 것을 목적으로 한다. 본 연구를 통해 규명된 발견 점은 다음과 같다. 첫째, 기존의 분류 기준과 같이 소비자 니즈의 범주뿐 아니라 실제적인 니즈의 속성까지를 구조화하기 위해서는, 소비자에 대한 제품의 실제적 의미에 해당하는 감성 개념을 구조 내에 포함시켜야 한다. 또한, 이와 같은 개념 하에 수립된 니즈 구조를 감성 니즈 구조라고 정의할 수 있다. 둘째, 개념의 범주화는 상징적 개념을 중심으로 한 본질적 개념과 외연적 개념의 결합을 통하여 이루어질 수 있다. 이러한 가설을 바탕으로 하면, 감성 니즈 구조는 가치 컨셉(본질적 개념), 소비자 니즈(외연적 개념)가 감성(상징적 개념)과 결합함으로써 이루어질 수 있다.

• 정보관리연구
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• 제38권2호
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• pp.175-190
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• 2007

지식기반사회에 있어서 과학기술지식정보는 국가의 부존자원이며 경쟁력의 원천이라 할 수 있다. 또한 연구자의 연구 및 기술개발에 있어서 과학기술지식정보 중요성이 날로 증가하고 있으며, 고객의 요구도 다양화 되고 있다. 따라서 본 연구에서는 과학기술지식정보를 이용하고 있는 고객의 다양한 요구 및 의견을 적극적으로 반영하여 효율적인 고객 대응 전략을 수립하고, 이를 기반으로 상시적인 고객 서비스 응대, 고객 모니터링, 서비스 개선, 고객 만족도 제고를 위한 표준화된 통합 Helpdesk 시스템을 개발하였다.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2009년도 추계학술대회
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• pp.667-670
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• 2009

교육용로봇시장의 발전과 함께 이용자들의 요구사항들이 증가하고 있다. 그러나 기존에는 이용자들이 원하는 제품이기 보다는 technical push 형태의 제품 개발이 진행되어 왔다. 이에 따라 본 연구에서는 교육용 로봇 이용자들의 특성과 Kano 모형을 활용하여 수요자들의 요구사항을 파악하여 교육용 로봇 기능을 도출함으로써 로봇시장을 창출하는데 기반이 되는 자료를 제시하고자 한다. 수요자들이 요구하는 기능으로는 학생 원격 통제 기능, 인터넷 검색 기능, 교육 콘텐츠 검색 기능, 학습 진도 관리 기능은 제공될 경우 호감이 상승하는 매력적 평가 속성으로 분류되었다.

• 경영과정보연구
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• 제5권
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• pp.61-79
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• 2000

This research suggests the strategic adoption methodology of Customer Relationship Management. The backgrounds of CRM is the business environment changing that Market power is shifting to the customer who has unprecedented powers of choice today. The strategic adoption of Customer Relationship Management determines the value, needs and preferences of each customer or customer segment. Customer Relationship Strategy is an explicitly defined plan for how a company has decided to connect with, relate to, and focus on its chosen customers to create value. Deliberate decisions must be made, often involving trade-offs, so that investments are aligned with customer needs and value. Plan defined in terms of target customers value proposition, role in value delivery, and risk/reward sharing. All customers are not created equal; specific customers and/or customers segments are more desirable/valuable to pursue. Key premise of CRM is that value can be created by changing company's business model to better connect with customers. Area of service of Customer Relationship Management are as follows. Portfolio strategy, Market Opportunity Assessment, Brand Equity, Market Positioning, Pricing, Channel Strategy, Market Segmentation. Target Market Identification, Customer LifeTime Value Analysis, Customer Profitability, Customer Connections Economics Analysis. The objects of CRM are maximizing customer service effectiveness, improving customer loyalty, increasing customer service efficiency, optimizing intelligence about customer behaviors and preferences.

• 산업경영시스템학회지
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• 제45권4호
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• pp.99-108
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• 2022

Today, as technology advances and market competition for products intensifies, the product design to improve customer satisfaction by accurately identifying customer needs is emerging as a very important issue for company. Accordingly, the customer-oriented or customer-centered design that maximizes customer satisfaction by grasping and analyzing customer requirements is in the spotlight as an important design theory. In this study, the customer-oriented design is defined as finding the optimal value of design variable with the maximum overall customer satisfaction while minimizing the difference in individual customer satisfaction responded to various customers from multiple product quality characteristics from the perspective of robust design. Therefore, this study presents a new method for modeling the customer preference structure as the different sets of desirability functions for multiple quality characteristics and proposes a new customer-oriented design approach by applying the desirability functions to Taguchi's robust design process to deal with multi-characteristic design problem. Finally, the proposed method is illustrated with the Kansei engineering design problem of wine glass.

• 한국CDE학회논문집
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• 제14권2호
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• pp.105-114
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• 2009

A design needs various experience and design knowledge through a whole design process. Despite of all efforts and time, it is not easy to introduce a product that meets all customer's needs and expectation in time. To achieve the product goal, designers need a set of sequential process to find appropriate design parameters and ensure customers' needs and requirements. In this research we propose a design methodology for the initial design of an excavator front group with existing QFD(Quality Function Deployment) and Axiomatic Design to satisfy customer's requirements. It turns out that the proposed methodology can support designers more effectively, objectively, and systematically.

• 디지털융복합연구
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• 제1권1호
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• pp.235-253
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• 2003

In this research, we have developed a model that can explain the potential customer's needs for the potable Internet service, a concept with 'QoS guaranteed lower-price high speed mobile Internet service. Based on the developed model, we have also derived some empirical implications for the business firms interest in the potable Internet market. The developed model is incorporating a survey result, answering of potential customer's attitude for the portable Internet service, from the subscribers to the Internet service, wireless LAN service, and mobile Internet service. As a result, we have found that a very innovative group, such as wireless LAN users and 20's age group using mobile Internet service, could be the most attractive market segment. Moreover, the aspects of the service coverage and the price competitiveness at the service launching stage could be the most critical success factors for the portable Internet service.

• 산업공학
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• 제20권4호
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.