• International Journal of Quality Innovation
• /
• 제4권2호
• /
• pp.101-122
• /
• 2003

With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

• 한국품질경영학회:학술대회논문집
• /
• 한국품질경영학회 2006년도 춘계학술대회
• /
• pp.355-358
• /
• 2006

The emotional quality of the product have become an important factor in purchasing decision. Classical approach of product design has focused on providing proper functions of the product. However, as the life-cycle of products become shorter and the customer's needs get more diversified, it is now necessary to accommodate the customer's emotional requirement in product design. This study aims to analyze and interpret the emotional characteristics based customer preference survey. This study consisted of two part. First part was to search the optimal combination of design variables through DOE of predetermined 5 design variables. In the second part, we developed customer preference index model to measure the customer preferences about 16 different wood flooring product.

• Asia Marketing Journal
• /
• 제22권1호
• /
• pp.1-26
• /
• 2020

Firms employing hierarchical loyalty programs (HLPs) periodically demote customers from higher to lower status level to divest from unprofitable customers and boost profitability. However, existing literature lacks objective evidence on how customer demotion affects demoted customers' future purchase behaviors and ultimately profitability for the firm. Moreover, customers in the HLP's higher position may respond to customer demotion differently from those in the HLP's lower position. Drawing upon emotions and equity theories, this study quantifies how the profits that customers contribute to the firm change after customer demotion, and compares demoted customers' behavioral reactions from top-tier with those from bottom-tier based on customers' actual behavior data from a major retail bank in South Korea. The findings show that withdrawing customer status actually deteriorates customer profitability, and customers with top-tier status decrease their profitability more dramatically than those with bottom-tier status after demotion. The results contribute to previous literature on customer demotion and relationship marketing, and provide specific guidelines into how firms should design and implement customer demotion in HLPs.

• International Journal of Advanced Culture Technology
• /
• 제10권3호
• /
• pp.325-331
• /
• 2022

As the perception of sports activities changes positively, the desire and popularity for sports activities are rapidly increasing. Therefore, the popularity of sporting events is also increasing. Previous studies on sporting events have focused only on research in the field of social sciences. Therefore, in this study, in order to increase customer satisfaction and customer loyalty of sports event visitors, they were classified into challenge factors, competition factors, achievement factors, and relationship factors, and their effects on satisfaction and loyalty were studied and analyzed. And based on the research design model and empirical analysis, a user-based sports event matching system was proposed.

• 한국의류학회지
• /
• 제33권2호
• /
• pp.331-342
• /
• 2009

The purposes of this study were to provide the apparel companies with a effective marketing strategy by identifying the present condition of loyalty programs and designing the type of reward and the timing of reward, and to investigate the effects of loyalty programs on customers' satisfaction and loyalty. The experimental study was conducted to examine the relationship between loyalty programs and performances. The experiment, which adopted a scenario methodology, was a 2(type of rewards)${\times}$2(timing of rewards) between subjects factorial design. The sample was based on 362 college students. The data analysis was completed on the basis of SPSS 12.0 package, using descriptive analysis, frequency, factor analysis, Cronbach's a, ANOVA, and regression analysis. The following results were found in this research. First the respondent's recognition of reward(benefit, reserve fund, experience) was not relatively high. Second, the interaction effect of type of rewards and timing of rewards on the loyalty programs' satisfaction(p<.01) and customer loyalty(p<.001) was significant, but that on customer satisfaction was not significant. Finally, loyalty programs' satisfaction positively affected customer satisfaction and loyalty. The implications of the research and directions for future researchers were discussed.

• International Journal of Advanced Culture Technology
• /
• 제11권4호
• /
• pp.456-463
• /
• 2023

We conducted this study to identify the components of H&B store app service quality and their effect on customer satisfaction. The survey was conducted through an online survey for teenagers or older with experience in using H&B store app. A total of 330 copies were distributed and a total of 282 copies were used for the final analysis. The results of this study are summarized as follows: First, eight factors such as ease of use & design, fulfillment, playfulness, responsiveness, personalization, security, contextual usefulness, interactivity were derived as service quality components of H&B store app. Second, as a result of regression analysis, the six service quality components, such as 'ease of use & design', 'fulfillment', 'playfulness', 'responsiveness', 'security', and 'interactivity' were found to have a significant positive (+) effect on customer satisfaction (p<0.05) and 'playfulness (β=.372)' had the greatest effect on customer satisfaction. Based on the results of this study, we should strive to establish effective marketing strategies in the H&B industry.

• 산업경영시스템학회지
• /
• 제44권1호
• /
• pp.51-59
• /
• 2021

Electronic document communication based on a digital channel is becoming increasingly important with the advent of the paperless age. The electronic document based on PDF format does not provide a powerful customer experience for a mobile device user despite replacing a paper document by providing the content integrity and the independence of various devices and software. On the other hand, the electronic document based on HTML5 format has weakness in the content integrity as there is no HTML5 specification for the content integrity despite its enhanced customer experience such as a responsive web technology for a mobile device user. In this paper, we design the Document-HTML, which provides the content integrity and the powerful customer experience by declaring the HTML5 constraint rules and the extended tags to contain the digital signature based on PKI. We analyze the existing electronic document that has been used in the major financial enterprise to develop a sample. We also verify the Document-HTML by experimenting with the sample of HTML electronic communication documents and analyze the PKI equation. The Document-HTML document can be used as an authorized electronic document communication and provide a powerful customer experience in the mobile environment between an enterprise and a user in the future.

• Journal of Information Processing Systems
• /
• 제19권3호
• /
• pp.334-346
• /
• 2023

An electronic document based on PDF has been widely used in customer communication between an enterprise and a customer to deliver personalized content. However, electronic documents based on PDF in the form of paper layouts are not suitable for mobile environments because of low readability and lack of interactive interaction. Even though HTML is an essential language in a mobile environment, electronic document based on PDF is still used as it has a content integrity verification feature with a digital signature. It means that a user is sacrificing user experience in a mobile environment for content integrity and using paper-layout electronic documents. In this research, we design the Document HTML specification by setting the Document HTML conformance, adding the extended meta tags, and signing the message digest with a digital signature based on public key infrastructure (PKI). Furthermore, we implemented the Document HTML system, which has REST API services to generate and verify the Document HTML, and did experimental verification of the theory. As a result, we have confirmed that the Document HTML has both content integrity and user experience on mobile. Furthermore, the Document HTML is expected to be an alternative document format to deliver personalized content from an enterprise to a customer in a mobile environment instead of the paper layout electronic document such as PDF.

• 한국정보시스템학회지:정보시스템연구
• /
• 제27권3호
• /
• pp.63-80
• /
• 2018

Purpose The purpose of this study is to build a machine learning-based customer classification model to promote customer expansion effect of the free sample promotion. Specifically, the proposed model classifies potential target customers who are expected to purchase the products included in the free sample promotion after receiving the free samples. Design/methodology/approach This study proposes to build a customer classification model for determining customers suitable for providing free samples by using various machine learning techniques such as logistic regression, multiple discriminant analysis, case-based reasoning, decision tree, artificial neural network, and support vector machine. To validate the usefulness of the proposed model, we apply it to a real-world free sample-based target marketing case of a Korean major cosmetic retail company. Findings Experimental results show that a machine learning-based customer classification model presents satisfactory accuracy ranging from 70% to 75%. In particular, support vector machine is found to be the most effective machine learning technique for free sample-based target marketing model. Our study sheds a light on customer relationship management strategies using free sample promotions.

• 유통과학연구
• /
• 제20권10호
• /
• pp.93-103
• /
• 2022

Purpose: This study aims to determine the relationship between disruptive factors and customer satisfaction at chain stores. Survey-based questionnaires were designed in the distribution technique to measure the findings in this study. Research design, data, and methodology: In terms of the sampling technique, the researchers adopted the simple random sampling technique with a total of 200 sample sizes. For the statistical method, the researchers applied multiple linear regression analysis to determine the potential factors that affect customer satisfaction at chain stores. The analysis of this study measured how product quality, pricing policies of chain stores, design and layout, responsiveness, and location of chain stores impart their roles in customer satisfaction. Results: This study found a significant relationship between the product quality and location of chain stores on customer satisfaction. In addition, the responsiveness, pricing policy, and physical design of chain stores impart an insignificant role in customer satisfaction. However, it is proven that the location of chain stores and product quality positively impact customer satisfaction. Conclusions: The study is geographically limited to the region of Karachi, Pakistan. Therefore, the findings may differ in the context of study implications in the other areas.