• CRM연구
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• v.1 no.1
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• pp.3-22
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• 2006

As customer relationship management (CRM) has been increasingly adopted by corporations as a core business strategy, measuring performance of CRM is becoming an important managerial issue recently. In this study, we present a conceptual framework formeasuring CRM performance, and provide strategic priorities among the diagnostic perspectives and factors involved in the framework by analyzing their comparative weights. We first derived critical success factors of CRM from an extensive literature review and in-depth interviews with industrial and academic CRM experts, and categorized them into one of four different diagnostic perspectives. Then, we asked a group of CRM experts to evaluate each set of diagnostic factors in a pairwise fashion with respect to each perspective, computing their comparative weights by using the Analytic Hierarchy Process (AHP) technique. In terms of diagnostic perspectives, this study shows that customer perspective was the most critical perspective, whereas infrastructure was the least weighted perspective. The result also discloses that explicit goal and top management's attitude, expanding customer relationship, strengthening customer loyalty, and enhancing customer equity are the most important factors in infrastructure, CRM process, customer, and organizational performance perspective, respectively.

• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Archives of design research
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• v.11 no.1
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• pp.291-302
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• 1998

This paper covers the development process of multimedia evaluation system, especially focused on customer satisfactory factors while customers navigating net-based Interactive multimedia system. Customers usually experience new level of interaction cased by newly developed web-based technology In ordinary multimedia system. However, if it gives customers satisfactory experience is a matter of question. To find out the relationship between customer satisfaction and interactivity factors exposed by multimedia system, a model has been developed which describes the structure of web-based multimedia system and its relation to customer satisfactory factors. Five different experiments, including 'semantic differential', 'focus group interview', and 'expert review', has been conducted and four customer satisfactory factors were identified. Those are 'customery value', 'structural perfectness', 'visual perfectness', and 'contemporaneity'. With these factors and newly delveoped evaluation system, 7 different web-site has been evaluated and analyzed at the end of this report.

• Journal of the Korean Society for information Management
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• v.22 no.4 s.58
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• pp.197-220
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• 2005

This research aims to explore faculty research support systems in university libraries, assess their service performance for faculty research, and suggest the need and roadmap for new service development. We perform in-depth analyses of not only the current university library evaluation criteria as part of the overall university evaluation criteria, but also ten university libraries in the United States and two university libraries in Korea. Thorough benchmarking studies reveal the problems of the current university library evaluation criteria in its advances and limitations of current faculty support service systems. Especially this research suggests to develop a one-stop service execution wheel for the roadmap for the faculty research support system which is based on customer relationship management(CRM) for one-to-one, mass-personalized services to the faculty.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 1999.10a
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• pp.347-354
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• 1999

The credit rating represents an assessment of the relative level of risk associated with the timely payments required by the debt obligation. In this paper, we present a new approach to credit rating of customers based on the rough set theory. The concept of a rough set appeared to be an effective tool for the analysis of customer information systems representing knowledge gained by experience. The customer information system describes a set of customers by a set of multi-valued attributes, called condition attributes. The customers are classified into groups of risk subject to an expert's opinion, called decision attribute. A natural problem of knowledge analysis consists then in discovering relationships, in terms of decision rules, between description of customers by condition attributes and particular decisions. The rough set approach enables one to discover minimal subsets of condition attributes ensuring an acceptable quality of classification of the customers analyzed and to derive decision rules from the customer information system which can be used to support decisions about rating new customers. Using the rough set approach one analyses only facts hidden in data, it does not need any additional information about data and does not correct inconsistencies manifested in data; instead, rules produced are categorized into certain and possible. A real problem of the evaluation of the evaluation of credit rating by a department store is studied using the rough set approach.

• Journal of Digital Convergence
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• v.4 no.1
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• pp.55-71
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• 2006

The Public Service Charter is one of the administrative reform programs introduced to promote customer oriented administration. It's main purpose is to achieve citizens' confidence in the government by satisfying them with elevated quality of the public services. This study focuses on analyzing current conditions and achievements of the Public Service Charter in the Republic of Korea and proposing it's development plan. Since it was introduced to Korea in 1998, the Public Service Charter has been disseminated and contributed to the spreading of the citizens' understandings of the government's initiatives for customer satisfaction plans. Still, it has several problems as follows; A lot of public servants and citizens lack in understandings of this program. CEOs don't have enough concern in it. Evaluation is not organically connected to performance management. The correction and compensation procedure are not well operated. To solve these problems, the government needs to set up an institutional foundation establishing a legal base, uplifting CFO' concerns, and building a department with full responsibility, and to promote employees and citizens' participation through education and PR. It's also important to enhance post management by efficient evaluation and performance management, substantial correction and compensation procedure.

• Safety and Health at Work
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• v.10 no.4
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• pp.476-481
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• 2019

Background: Mystery shopping is a method in which a company monitors quality of service and employee conduct and compliance with regulations using an evaluator posing as a customer. It is a typical tool of customer-centered bureaucratic control insofar as it provides overall and standardized evaluation of intangible elements of customer service as well as physical elements of service environments. The purpose of this study is to examine how mystery shopping is related to the health status of service workers in South Korea. Methods: Data from semistructured interviews with 15 workers were collected from January to April 2019 to obtain information on service worker experiences with mystery shopping. Data were analyzed using the constant comparison method. Results: Mystery shopping limits worker autonomy and stiffens the workplace environment by standardizing and monitoring labor processes for service workers. In addition, mystery shopping heightens work stress through increased labor intensity. Five mechanisms by which mystery shopping affects service worker health are identified and comprise (1) multifaceted and multilayered surveillance, (2) evaluator subjectivity and irrational requirements, (3) standardized rules combined with high pressure to achieve sales, (4) self-esteem degradation because of evaluator results, and (5) musculoskeletal disorders because of strict adherence to labor processes based on evaluator results. Conclusion: Mystery shopping as an evaluation method should be reconsidered not only in terms of health problems but also in terms of organizational efficiency and issues of human rights.

• Journal of Korean Society for Quality Management
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• v.48 no.3
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• pp.421-431
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• 2020

Purpose: The purpose of this study is to compare and analyze the tokenizer in natural language processing for customer satisfaction in sentiment analysis. Methods: In this study, a supervised learning-based tokenizer Mecab-Ko and an unsupervised learning-based tokenizer SentencePiece were used for comparison. Three algorithms: Naïve Bayes, k-Nearest Neighbor, and Decision Tree were selected to compare the performance of each tokenizer. For performance comparison, three metrics: accuracy, precision, and recall were used in the study. Results: The results of this study are as follows; Through performance evaluation and verification, it was confirmed that SentencePiece shows better classification performance than Mecab-Ko. In order to confirm the robustness of the derived results, independent t-tests were conducted on the evaluation results for the two types of the tokenizer. As a result of the study, it was confirmed that the classification performance of the SentencePiece tokenizer was high in the k-Nearest Neighbor and Decision Tree algorithms. In addition, the Decision Tree showed slightly higher accuracy among the three classification algorithms. Conclusion: The SentencePiece tokenizer can be used to classify and interpret customer sentiment based on online reviews in Korean more accurately. In addition, it seems that it is possible to give a specific meaning to a short word or a jargon, which is often used by users when evaluating products but is not defined in advance.

• Journal of Korean Society for Quality Management
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• v.30 no.2
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• pp.1-10
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• 2002

A performance evaluation model of an R&D module in the quality management system for M Company Is constructed using QFD. The company produces telecommunication devices and employs the performance evaluation model based on ISO 9000 family. However, the model has some problems, one of them is that all check items are regarded as equally important Customer requirements are gathered from internal customers and QFD is utilized to obtain weights for each check item.

• Korean Journal of Air-Conditioning and Refrigeration Engineering
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• v.21 no.3
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• pp.201-208
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• 2009

Our government will make a plan regulating the cooling limit temperature of the summer season to 26 degree and the heating limit temperature of the winter season to 20 degree for energy saving. Where, the key point of this politic pursuit can be the charge system on heating and cooling cost. We have suggested new cost allocation methodology as a worth evaluation method in the precedent study, and preformed the worth evaluation and cost allocation on four kind of warm air produced from a heating system as an example. In this study, we applied the suggested method to four kind of cool air, and preformed the worth evaluation and cost allocation on each cool air. As a result, similarly to the precedent study, the more energy a customer saved, the more cooling unit cost decreased, and the more energy a customer consumed, the more cooling unit cost increased. From this analysis, we hope that the suggested methodology can offer a theoretical basis to the energy charge policy of government, and induce the spontaneous energy saving of consumers.