• Journal of Korean Society for Quality Management
• /
• v.37 no.2
• /
• pp.1-11
• /
• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• The Journal of the Korea Contents Association
• /
• v.16 no.9
• /
• pp.423-432
• /
• 2016

This study analyzes the effects of accessibility, support system, economical efficiency, surrounding environment, business potential, and facility characteristics on customer satisfaction with Knowledge Industrial Center, in line with customer patterns based on the owner-occupied facility/rental facility, and occupancy period. We find that, in the group of customers as a whole, the factors except surrounding environment have statistically significant influences, with accessibility and economical efficiency showing relatively big influences. Across owner-occupied facility group/rental facility group and 3 occupancy period groups, the statistically significant factors differ. Among all groups, including customers as a whole, accessibility has a statistically significant high influence in five groups, but the others factors differs depending on customer characteristic group, showing the different constant between 0.2 0~0.27 of regression coefficient. According to the results of this paper, for more successful operation, Knowledge Industrial Center may focus first on the accessibility, and may focus on the other factors depending upon the various customer characteristic group.

• Korean Journal of Digital Imaging in Medicine
• /
• v.10 no.2
• /
• pp.17-22
• /
• 2008

It is to improve customer satisfaction measurement and CT Scan process without delay of examination time when is using Scan positioning time(Planning time) that time is happened always between research reactor CT examination to increase fear and examination satisfaction by the customer's comprehension tribe which get the latest contrast enhancement CT examination. Needs and interests that customer wants to compose visual and auditory Contents to be played to Scan positioning time did questionnaire about curiosity later before CT examination to 600 people for October - November 2 months of 2006 to customer whole that get CT examination on source. Data getting through questionnaire investigated examination comprehension and satisfaction through questionnaire after experiment Scan Positioning to 500 coming to help customers to be source CT examination for 3 months February December - 2007 year in 2006 manufacturing Voice and Visual announce media for reference. To customer who interest degree appeared, and answers preparatory audit from preparatory audit about curiosity of CT examination customer to order of examination time required(43%), contrast media side effect(26%), examination region(20%), breath(10%), etc..(1.5%) audio-visual materials in questionnaire that attain after do reclamation among examination age, sex, reception type of irrelatively in 91% of target increase of hailing degree and examination satisfaction appear. Searched that customer hailing and satisfaction are increased greatly when use of audio-visual materials in satisfaction result that use CT Positioning delay time. In experiment process, It took lacking part by method that use hearing in case of do not use sight as is unavoidable in subject position or old age. Through this, audio-visual materials could analogize that it is more useful method that use sight and hearing at the same time.

• Journal of Digital Convergence
• /
• v.18 no.1
• /
• pp.333-342
• /
• 2020

In this study, an interview survey was conducted for three months by a counselor who had experience of retractation of turnover intention to find out what factors played an important role in retractation of turnover intention. The results found that task shift, motivation, self-efficacy, and emotion control were the major factors in the retractation of counselor's turnover intention, while superior support and colleague support did nop affect. Among them, emotion control and task shift had more influence on retractation of turnover intention than other factors. The results of this study are expected to maximize the stabilization of the organization by lowering the turnover rate of counselor in the customer center department becoming more important in the enterprise and to provide an important theoretical basis for studies related to retractation of customer center counselor's turnover intention.

• Journal of Digital Convergence
• /
• v.18 no.1
• /
• pp.147-157
• /
• 2020

The purpose of this study was to investigate the factors influencing the intent to revisit among health screening center customers. The subjects were 195 customers of a health screening center. The intent to revisit was positively correlated with customer satisfaction and word-mouth communication. Multiple regressions showed that customer satisfaction and perceived health status explained 29% of the variance of the intent to revisit. In order to increase the intent to revisit, hospital and nursing managers should strive to improve customer satisfaction. In particular, strategies to arrange explanation of the result consultations, individual health management tailored to customers' needs, and customers-relationship management for continuing relations with the customer should be needed. In addition, it will be needed to expand the roles of nurses who are working in the health screening center from simple heath check or customer reception to active health education and continuous health screening plan after initial one.

• Journal of the Korea Convergence Society
• /
• v.11 no.9
• /
• pp.163-168
• /
• 2020

The purpose of this study is to investigate the relationship between the selection factors of sports climbing center, customer satisfaction, and re-registration. Data collection for the purpose of this study was collected through S center, B center, V center located in Seoul and K center located in Gyeonggi-do. A total of 296 valid samples were used for the analysis. To make sure the theory, it was based on analysis of frequency, factor analysis, reliability analysis and multiple regression. First of all, it was found that the factors of selecting the sports climbing center partially affected the customer satisfaction level. Second, it was found that the factors of selecting the sports climbing center partially affected the decision to re-register.

• The Journal of the Korea Contents Association
• /
• v.8 no.10
• /
• pp.88-94
• /
• 2008

This paper is proposed that ontology_based Oriental Medicine Customer Relationship Management system is designed with existing OCS, EMR, ERP system for oriental medicine center of efficient customer information management and analysis. As using ontology technique, we support oriental medicine service at grade according to quality and healthy of the customer. Also we designed 4 kind oriental medicine customer relationship management system frame - customer management, public relations/marketing, service management, statistics/analysis - in the customer management process standardization through a medical expert system.

• Korean Journal of Clinical Laboratory Science
• /
• v.45 no.4
• /
• pp.188-192
• /
• 2013

This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.

• Journal of Korean Society for Quality Management
• /
• v.35 no.1
• /
• pp.61-72
• /
• 2007

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.

• Asia pacific journal of information systems
• /
• v.11 no.4
• /
• pp.27-41
• /
• 2001

CRM is at the core of any customer-focused business strategy and includes the people, processes, and technology questions associated with marketing, sales, and service. In today's hyper-competitive world, organizations looking to implement successful CRM strategies need to focus on a common view of the customer using integrated information systems and contact center implementations that allow the customer to communicate via any desired communication channel. A CRM solution contains a number of sophisticated tools that enable to extract detailed information about customers. This information can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customers' needs and target new products to particular customer groups. This paper presents an approach for forming the product-customer groups using neural networks for customer relationship management. The Carpenter-Grossberg's neural network, which has been used for manufacturing cell formation in group technology, is modified and applied for product-customer group formation. As a result of numerical experiments, it is also useful for more complex problems in which customers have different preferences for each product.