• 한국식생활문화학회지
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• 제13권4호
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• pp.307-316
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• 1998

Vending machines play an important role of giving convenience and simplicity in modem life style. So they became an indispensible element in life of modern people. This study was peformed to investigate customer's actual status in use as well as the degree of satisfaction and requirement of food and beverage vending machines. The results of this study can be summarized as follows. 1. About the advantage of using the vending machines, respondents answered 'convenience' for 50.2% and 'closeness' for 33.6% of all the answers. About the dissatisfaction for vending machine, three factors of 'inappropriate taste, temperature. quantity' and 'unsanitary pakage material and food' were the main causes. 2. About the credit of food quality,48.6% of respondents answered' some what doubtful'.58.1% of respondents pointed out that they couldn't confide in freshness and shelf-life' 3. 48.2% of respondents agreed that vending machines would be needed more in the future. Respondents wanted lots of food to be served from vending machines. The foods which respondents wanted to be served from vending machines were noodle(30.8%), rice(19%), pastry(18.2%), bread(17.45) gruel(7.3%) and snack(7.3%).

• 품질경영학회지
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• 제44권4호
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• pp.965-981
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• 2016

Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in 'H' company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers' expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers' expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).

• 한국식품조리과학회지
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• 제29권5호
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• 품질경영학회지
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• 제34권4호
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• pp.78-92
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• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.

• 한국게임학회 논문지
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• 제1권1호
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• pp.102-111
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• 2001

본 논문의 목적은 게임머만족요인과 사용행태에 관한 분헌연구들을 기반으로 하여 여러 가설들을 실증적으로 검증하였다. 또한, 199명의 유효응답자로부터 수집된 데이터를 분석하였고, 분석기법은 빈도 분석, 교차분석, 일원분산분석 등을 SPSSPC Window 7.5로 수행하였다. 분석결과를 하면 다음과 같다. 첫째, 게임서비스에 대한 만족도는 게임가능지역과 게임중 끊김이 불만족한 것으로 나타났으며, 게임사용요금에 대해서는 전반적으로 매우 불만족함을 보여주고 있다. 둘째, 시급히 해결해야 할 과제로는 지하공간과 대형밀집지 역에서의 게임불능이 우선 순위로 나타났고, 또한 게임 중 끊김(먹통)도 쾌 높은 문제점으로 지적되고 있다. 셋째, 모바일게임 이용자들이 (주)한국이동통신 방문시 가장 중용한 속성은 담당직원의 친절한 응대태도, 적극적인 문제해결 및 조회에 대한 빠른 응답이 매우 중용하다는 반응을 나타내고 있다.

• Asia pacific journal of information systems
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• 제29권4호
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• pp.752-770
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• 2019

The purpose of this study is to incorporate telemarketing processes to improve telemarketing performance. For this application, we have attempted to mix the model of machine learning to extract potential customers with personalisation techniques to derive recommended products from actual contact. Most of traditional recommendation systems were mainly in ways such as collaborative filtering, which predicts items with a high likelihood of future purchase, based on existing purchase transactions or preferences for products. But, under these systems, new users or items added to the system do not have sufficient information, and generally cause problems such as a cold start that can not obtain satisfactory recommendation items. Also, indiscriminate telemarketing attempts can backfire as they increase the dissatisfaction and fatigue of customers who do not want to be contacted. To this purpose, this study presented a multi-purpose hybrid recommendation algorithm to achieve two goals: to select customers with high possibility of contact, and to recommend products to selected customers. In addition, we used subscription data from telemarketing agency that handles insurance products to derive realistic applicability of the proposed recommendation system. Our proposed recommendation system would certainly solve the cold start and scarcity problem of existing recommendation algorithm by using contents information such as customer master information and telemarketing history. Also. the model could show excellent performance not only in terms of overall performance but also in terms of the recommendation success rate of the unpopular product.

• 문화기술의 융합
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• 제10권1호
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• pp.539-549
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• 2024

본 연구는 텍스트 마이닝 기법 중 빈도분석, 워드 클라우드와 LDA 토픽 모델링 등을 사용하여, 중국 시장에서 현대자동차를 중심으로 토요타, 폭스바겐, 뷰익, 지리 등의 자동차 브랜드와 비교하며 소비자 만족와 불만족의 키워드 및 토픽을 분석하였다. 연구 대상은 2021년식-2023년식의 다섯 브랜드의 준중형 차량으로, 이 차량들에 대한 소비자 만족과 불만족 리뷰를 수집하여 분석하였다. 분석 결과, 현대자동차 아반떼는 긴 축거를 포함한 다양한 만족 요인을 보여주었다. 그러나 아반떼에 대한 불만족 요인으로는 조종, 엔진 성능, 트렁크 공간, 샤시 및 서스펜션, 안전 구성, 음향 스피커의 수량 및 브랜드, 음악 회원, 격리대, 스크린반사, CarLife 및 지도 등이 지적되었다. 이러한 문제점들을 개선하면 현대자동차의 중국 시장에서의 경쟁력이 크게 향상될 것으로 보인다. 한편, 기존 연구들은 주로 문헌 연구와 설문조사에 초점을 맞추었으나, 이 방법들은 연구자가 설정한 변수에 한정된 소비자 인식만을 밝혀내는 데 그쳤다. 본 연구는 텍스트 마이닝을 통한 다양한 자동차 브랜드 간의 비교를 통해 시장 동향과 소비자 선호에 대한 더 깊은 이해를 도모할 수 있다. 또한, 현대자동차를 포함한 다른 브랜드들이 중국 시장에서의 마케팅 전략을 개선하는 데 유용한 정보를 제공한다.

• 유통과학연구
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• 제11권8호
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• pp.25-30
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• 2013

Purpose - Foodservices have grown to over 60% of the franchise industry. However, despite reaching this high level, the foodservice franchise industry is experiencing severe ups and downs. While factors such as expansion by franchises and the entry of large multinational firms are causing this imbalance, the more serious problem faced by franchisees is the lack of know-how and correct operating procedures. Franchise headquarters should advise franchisees on important matters such as food ingredients, interior design, tableware, and fixtures. However, even though franchise headquarters have the ability to impart such management know-how, this is often a neglected area. Research design, data and methodology - This study was conducted in an industrial environment to present suitable competitive alternatives for foodservice franchises. Empirical analysis was conducted using a sample of 232 people with experience in targeting customers. The main purpose of this study is not to identify and analyze the factors affecting customer satisfaction. Customers of the Food Service Industry to invite contacts until departure for the service flow by identifying the expectations and allow this area by analyzing the resulting measures to enhance the competitiveness has presented. Results - Actual results contact factors affecting the quality of service on customer satisfaction was a significant influence. However, the end of this analysis, the actual customer satisfaction directly affects the quality of service that is only important factor can commit mistakes. Relatively large impact on customer satisfaction, which is relatively independent of the quality factor should be a review of zone of tolerance. In this study, eating phase relative to contact the service customer satisfaction was the most influential. The results, however, zone of tolerance for an area in the waiting and ordering dissatisfaction factors are appearing. And in the course of these services outside the zone of tolerance area is unsatisfactory evaluation is being done. Conclusions - After all, Foodservice, the contact service management for zone of tolerance the top priority should be can be seen. Foodservice contact first in the case of service quality factors caused by the continuous flow of services, so this step-by-step identification needs to be clearer. This, of course, to distinguish between the actual per unit of activity appears to be more difficult to follow, for it seems to need a lot of future complementary. Next is the assessment of customer service quality. Customers remember the experience for the services of a real contact through the assessment and service evaluation clearly emerge as the expected level can be difficult. However, this situation is controlled by the test method cannot be avoided unless there is no limit to the number of leave. Despite these limitations, the next step to contact a service evaluation and analysis have to continue to refine and thereby franchisees for the operation of the store in terms of practical know-how required to provide to the office believe.

• 유통과학연구
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• 제8권4호
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• pp.17-23
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• 2010

은행의 고객만족 및 서비스 품질을 통한 경쟁력 강화를 위해 은행에 대한 품질요인을 '과정품질(process quality)', '결과품질(outcome quality)', 그리고 '서비스 환경품질(service quality)'의 세차원으로 나누어 분석하였다. 서비스 품질에 대한 분류는 Kano의 품질분류 모델을 이용하였으며 고객만족 개선을 위한 고객만족 지수를 산출하였다. 고객만족 지수의 산출은 기존에 사용하던 잠재적 고객만족 개선지수(PCSI Index)의 한계를 보완하여 가중 잠재적 고객만족 개선지수(WPCSI)를 이용하였다. 가중 잠재적 고객만족 개선지수(WPCSI)는 본 연구에서 제시한 방법으로 고객들이 인식하는 품질요인에 대한 중요성을 고려한 지수이다. 연구결과 '직원의 업무처리 능력', '원하는 서비스를 제공받은 정도', '직원이 업무를 신속하게 처리하는 정도'의 품질특성 요인이 고객에게 충족될 경우 만족도가 높아지는 것으로 나타났으며, '직원들의 상품설명에 대한 적극성', '서비스 환경이 전반적으로 아름다운 정도'는 충족과 만족간에 큰 차이를 보이지 않고 있음을 확인할 수 있다.

• 한국콘텐츠학회논문지
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• 제9권7호
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• pp.130-140
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• 2009

최근에는 기업의 경쟁력을 높이기 위한 방법으로 모든 자원을 통합 관리하는 추세이며, 이로 인해 시스템이 전문화되고 복잡해지면서 최고경영자가 의사결정을 내리는데 어려움이 따르고 있다. 해결 방안으로 BPR이라는 경영기법이 제시되었으며, 이를 구체적으로 실현한 ERP 시스템이 등장하였다. 본 연구에서는 정부산하 공기업에 적용하기 위해 개발한 ERP 시스템으로서 ERP 정보를 실시간으로 고객에게 제공하고 업무현장에서 사내 업무를 실시간으로 처리할 수 있는 웹 환경 ERP 시스템을 구축하였다. 구축된 시스템에 대해 정량적인 평가를 통해 고객 불만의 해소, 업무생산성의 향상, 비용 절감, 시스템 효율성 및 고객만 족도 둥이 향상되었음을 검증하였다.