• Management & Information Systems Review
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• v.15
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• Journal of Digital Convergence
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• v.1 no.1
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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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.11
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• pp.158-165
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• 2017

The purpose of this study is to provide basic data for increased understanding of detailed customer needs by age group, and also to improve customer satisfaction. The survey was conducted from August $30^{th}$ to September $15^{th}$, 2017. The poll was conducted with 302 persons aged from 20's to 50's by using convenience-sampling method and self-administration method for survey. The results were analyzed by frequencies, independent sample t-test, Pearson correlations, and through multiple regression analysis. The study results are briefly summarized as follows. First, the overall age group's interest of hand's health was robustly high. Second, in the 20s and 30s age groups hand care interest and self-hand care (r=.284, p<.01) increased with improved hand health condition. In the 40s and 50s age groups there were positive correlations between hand health condition and Information recognition(${\beta}=.246$, p<.1), Product use(${\beta}=.312$, p<.05), and Professional Hand Care(${\beta}=.354$, p<.000). This study indicates that hand care concern and management behaviors change with age. Therefore, further research and more specific follow-up are required for improvement of the awareness of healthy hands.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.4
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• pp.408-420
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• 2011

This study identifies the fashion luxury customer segments grouped by expenditures and the number of purchasing brands to verify the effects of perceived luxury consumption values on the intention to maintain a brand relationship for each group. A survey questionnaire was developed and implemented to collect data to measure fashion luxury expenditures, number of purchasing brands, luxury customer values, intention to maintain brand relationships, and demographic variables. A total of 326 responses were analyzed by factor analysis, multiple regression, one-way ANOVA, and $X^2$ analysis with SPSS18.0. Respondents were grouped by luxury expenditures; in addition, the number of purchasing brands were grouped into four segments of Switching/Heavy (31.6%), Switching/Light (19.9%), Loyal/Heavy (31.3%), and Loyal/Light (7.2%) Customer Group, that was different in terms of age and marital status. When the luxury customer value for the most patronized luxury brand was factor analyzed, five distinctive sub dimensions were identified, such as Social Value, Aesthetic/Expressive Value, Experiential Value, Quality Value, and Economic Value. For the Loyal/Heavy Group, the Experiential Value had a significant effect on the customer intention to maintain a brand relationship. For the Loyal/Light group, the Aesthetic /Expressive and Economic Value had a significant effect, and for the Switching/Heavy and Switching/Light Group, Quality and Economic Value had a significant effect on the customer intention to maintain a brand relationship. In conclusion, each luxury customer value in the behavioral segments works differently in influencing the intention to maintain a brand relationship. In addition, the implications for retail strategy were discussed based on the findings.

• Journal of Service Research and Studies
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• v.9 no.3
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• pp.17-38
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• 2019

With recent dispersion of sharing economy, consumption culture of sharing, instead of ownership, gets wide spread in the age groups of 20-30. Even though the market of car sharing expands rapidly, little research has been done in the area of service quality and consumer behavior regarding car sharing services. Given that future market potential gets larger, it seems highly meaningful to conduct research on customer satisfaction and their usage behavior regarding car sharing services. This paper intends to analyze main factors affecting overall customer satisfaction on car sharing services; satisfaction on service quality, satisfaction on service product, and satisfaction on service experience. Each dimension of the three factors is also analyzed to see if there is any differences between major three brands. Further analysis has been done for checking any effects of gender and usage purpose of customers on the overall customer satisfaction. Key results of the analysis show all the three main factors have significant effect on overall customer satisfaction. Each dimension of service quality has significant effect on satisfaction on service quality. Dimensions of parking lot accessability and vehicle maintenance in service product evaluation, have greater effect on satisfaction on service product. In service experience, positive affect have greater effect than negative affect on satisfaction on service experience. Women users perceive larger overall customer satisfaction on car sharing services than men users. On the types of usage purpose, Users with purpose of tour and dating/meeing friends perceive larger overall customer satisfaction on car sharing services than user without it. Further managerial implications of car sharing services are also provided.

• Journal of Internet Computing and Services
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• v.10 no.6
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• pp.51-79
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• 2009

Today the service industry is growing, and differentiated services for marketing and service quality is emerging as a serious problem. Until now, the WebCam is used for observation, and the negative aspects, such as from a human rights issue has become. Discipline and Punish is not to use a webcam to customer satisfaction research is needed. Therefore, wireless monitoring in WebCam service quality of the service reconfiguration and service quality factors for the configuration of the customer's preference regarding how research was recognized. Configuration of the service quality factors WebCam service customer satisfaction and customer loyalty was to identify factors that affect. These services to study the correlation between the quality variables WebCam provides wireless monitoring services for the preschool and children, a survey of the house. Configuring a wireless monitoring service quality in order to research the factors WebCam video quality and transmission speed, mobility and portability, convenience, visibility, reliability, and the interaction of the castle set. Severely and video quality and transmission speed, visibility, reliability, customer satisfaction, the interaction factors are said. Inclination to participate in social issues, innovation, digital devices that use a skilled, depending on the difference in the service quality has been confirmed. However, the age and quality of service awareness and job types showed a low correlation, and the marketing of these results will be discussed and how that can be used.

• Journal of the Korean Society of Fashion and Beauty
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• v.3 no.3 s.3
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• pp.11-23
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• 2005

This never-ending changes and everlasting challenges under the industrial circumstances induce us to compete against survival or selection. We accordingly need to take steps in order to survive excessive competitions by the various differentiated strategies in Beauty and Cosmetology markets. The purpose of this study aims for making the best use of this actual proof which enables the effective customer management and managerial things of beauty shop through theoretical contemplation in all aspects of managerial beauty shop and the reason why the customers give the second visit(revisit) or choosing the shop again(coming again) by demographic characteristics. The method of this study was surveying 200 re-visited customers at the same beauty shop in GwangJu Metropolitan city for a whole year by questionnaire regarding the correlation between revisiting of the same beauty shop and demographic characteristics. After surveying, we coded these questionnaires finding out its distribution(range) by SPSS statistical package with Frequency Analysis in response to demographic characteristics and also performed ANOVA and Regression. In brief, there is big difference between men and women which explains the second visiting(revisit) originates in technical fact; hair protection. Most women have paid great attention to their hair protection while men mostly have ignored. However, men attached themselves to the hairdressers' appearances and the distance from their house to the beauty shop which did not mean a lot to women. Beside s, there were many differentiation in accordance with marital status, age, education and their business. With this study, we easily generalize the fact that customers revisit a beauty shop not because of beauty shop facilities but because of human interests.?Beautician's service has certain specialties which show the interaction between customer and beautician in the field. Now we can come to this conclusion that we need to endeavor to develop the service spirit and employees' welfare. Their attitudes towards job satisfaction go well with customer ' s satisfaction in this way.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.85-97
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• 2011

This study focuses on the influence of the selective characteristics related to the RTEC product (the food product which can be instantly cooked) among the HMR products on customer satisfaction and repurchase intention. Also, it emphasizes the influence of customer satisfaction related to the RTEC product on repurchase intention. For this study, over age 20 living in Seoul, Gyeonggi-do, Jeonju and Jeollabuk-do, the female customers who had experienced the RTEC product were surveyed, and total 219 valid copies of questionnaire were used for the final analysis. As a result of the analysis, it was found that such factors as values, usefulness, preferred menu items, convenience and food quality influenced customer satisfaction considerably. In particular, values, usefulness and food quality were found to influence repurchase intention considerably. Moreover, customer satisfaction significantly influenced repurchase intention.

• Journal of Digital Contents Society
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• v.19 no.1
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• pp.85-91
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• 2018

Most banks use only demographic information such as gender, age, occupation and address to segment customers, but they do not reflect financial behavior patterns of customers. In this study, we aim to solve the problems by using various big data in a bank and to develop customer segmentation method which can be widely used in many banks in the future. In this paper, we propose an approach of segmenting clustering blocks with bottom-up method. This method has an advantage that it can accurately reflect various financial needs of customers based on various transaction patterns, channel contact patterns, and existing demographic information. Based on this, we will develop various marketing models such as product recommendation, financial need rating calculation, and customer churn-out prediction based on this, and we will adapt this models for the marketing strategy of NH Bank.

• Journal of the Korean Society of Food Culture
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• v.22 no.1
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• pp.22-31
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• 2007

The purpose of this study was to analyze evaluation variables of service quality of Korean restaurant especially focused on cold noodle restaurants(CNR). The data were analyzed about customer’s expectation of food service quality, service quality was improved by employee’s service in restaurant and employee education in the focus on CNR. The survey was carried out 423 customers and 50 employees in Seoul and Kyunggi province. All statistical data analyses were conducted using the Statistical Package for the Social Science(SPSS version 10.0). The consumer’s evaluation score of service quality were significantly different by consumer’s characteristics. The well planned service at CNR must be developed according to consumer variables such as sex and age group. The evaluation score of service quality were not significantly different by seasonal variation and consumer’s menu selection. The evaluation score of service qualities in CNR were significantly different between customer variables with employees variables. All of the evaluation points of service quality in employees were significantly higher than customers. This result was show that well-trained employees were important factors in consumer satisfaction. Through the employee education program, consumer oriented service mind mort be to developed in employees and employees’ recognition about the importance of service increased the satisfaction of customer using CNR.