• Korean Journal of Artificial Intelligence
• /
• v.8 no.2
• /
• pp.23-28
• /
• 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 Families and Better Life
• /
• v.20 no.3
• /
• pp.113-124
• /
• 2002

The purpose of this study was to identify the subarea of customer complaints handling service and to accomplish the data for an improvement of complaints handling get service through the evaluation of the importance and performance on customer handling service as subdivisions of customer complaints handling service. The data were collected 303 female/male, 20-30 age by outline survey. The major findings of this study were as follows: 1) The subdivisions of customer complaints handling service were classified into four different factors ; promptness, empathy, information, policy factors. 2) As the subdivisions factors, importance was promptness, empathy>information>policy factor and performance was empathy>information>promptness>policy factor in order. 3) There were question asking the performance evaluation of influencing the total satisfaction of customer complaints handling service. There were promptness, empathy of performance evaluation of influencing the total satisfaction.

• Journal of the Korea Safety Management & Science
• /
• v.24 no.4
• /
• pp.85-93
• /
• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2004.04a
• /
• pp.633-638
• /
• 2004

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.46 no.2
• /
• pp.72-81
• /
• 2023

This research proposes a novel approach to tackle the challenge of categorizing unstructured customer complaints in the automotive industry. The goal is to identify potential vehicle defects based on the findings of our algorithm, which can assist automakers in mitigating significant losses and reputational damage caused by mass claims. To achieve this goal, our model uses the Word2Vec method to analyze large volumes of unstructured customer complaint data from the National Highway Traffic Safety Administration (NHTSA). By developing a score dictionary for eight pre-selected criteria, our algorithm can efficiently categorize complaints and detect potential vehicle defects. By calculating the score of each complaint, our algorithm can identify patterns and correlations that can indicate potential defects in the vehicle. One of the key benefits of this approach is its ability to handle a large volume of unstructured data, which can be challenging for traditional methods. By using machine learning techniques, we can extract meaningful insights from customer complaints, which can help automakers prioritize and address potential defects before they become widespread issues. In conclusion, this research provides a promising approach to categorize unstructured customer complaints in the automotive industry and identify potential vehicle defects. By leveraging the power of machine learning, we can help automakers improve the quality of their products and enhance customer satisfaction. Further studies can build upon this approach to explore other potential applications and expand its scope to other industries.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.9
• /
• pp.121-130
• /
• 2021

In the mobile industry, customer complaints play a significant role in retaining customer loyalty to the services provided. Thanks to user complaints, mobile service providers can effectively identify problems and then propose solutions to adapt or improve their services. Hence, it's critical to understand the relationship between consumer complaints and satisfaction with mobile services. While several studies have shown that customer satisfaction is an intermediary variable that explains customer complaint intention, there have been few studies on the relationship between pre-determinants of their satisfaction, leaving a gap in our understanding of customer complaint intention. To demonstrate an in-depth approach to this matter, authors revisit justice theory and suggest trust and perceived responsibility variables be combined into a research model. A cross-section survey was conducted to collect data from 265 mobile services users of the three biggest mobile service providers in Kien Giang Province, Vietnam. This study employed Structural Equation Modeling (SEM) method to analyze the samples collected. The result showed that customer complaint intention is affected by distributive justice, interactional justice, trust but not procedural justice. Additionally, the moderating role of the perceived responsibility variable to the relationship between customer satisfaction and complaint intention is also proved.

• Journal of Korean Society for Quality Management
• /
• v.47 no.3
• /
• pp.641-659
• /
• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• International conference on construction engineering and project management
• /
• 2009.05a
• /
• pp.1124-1127
• /
• 2009

With the help of information and technology development since 2000, there have been increasing number of community forums for communications among future residents through on-line webs after the contracts for purchases have been signed. However, more complaints are being filed since the construction companies take less care of them in the nation. Therefore, a mutual communication system is to be proposed in this paper in order to reduce the complaints in advance due to improper communications, to improve the customer satisfaction, to analyze the troubles for communication, and to provide solutions for better mutual communications

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.6
• /
• pp.3829-3836
• /
• 2015

The actual complaint handling response of the company serves as an important success factor for the company to reduce defection rate of customers who have complaints. In this regard, this study sought to divide the company's complaint handling response into substantial compensation, favorable employee behavior and organizational procedures, empirically verify the effects of the customer's justice perception on trust and satisfaction, and thus to present the importance of the company's actual response. To this end, the data obtained from a survey of 210 customers who filed complaints directly to the company was analyzed using SPSS and AMOS. The research results can be summarized as follows. The compensation for customers with complaints has a significant effect on justice, and the favorable employee behavior also has a significant effect on justice. In addition, the organization procedures about handling complaints have a significant effect on justice. Especially the justice as justice perception was found to affect the future behaviors of customers such as trust and satisfaction. Based on these findings, this study presented implications and suggested future research.

• International Journal of Quality Innovation
• /
• v.10 no.2
• /
• pp.109-126
• /
• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.