• 한국콘텐츠학회논문지
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• 제15권8호
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• pp.209-217
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• 2015

본 연구는 지방공무원들의 핵심자기평가가 직무열의와 고객지향성에 미치는 영향을 경험적으로 파악하여 정책적 시사점을 도출할 목적으로 수행되었다. 그동안 고객지향 행정서비스 제공하기 위한 다양한 제도적 방법이 도입되어 왔지만 만족할 만한 얻지 못했다. 제도적 접근만으로는 관료들이 직무수행 행태를 고객지향적 행동으로 바꾸는데 한계가 있기 때문이다. 공무원들의 서비스 공급자 중심의 역할인식과 직무수행방식을 수요자 중심으로 바뀌는 데는 다양한 접근이 필요한 것이다. 이론적 관점에서 볼 때 핵심자기평가는 조직심리학에서 나온 개념으로 조직구성원이 자신의 업무수행 능력이나 외부환경 대처 역량에 대한 잠재의식적 평가로 조직구성원의 직무열의에 긍정적 영향을 미치는 요인으로 알려져 있다. 심리적 개념인 핵심 자기평가와 고객지향성이라는 직무수행 태도와 이론적 차원의 관련성도 의의가 있다. 본 연구의 분석 결과 핵심자기평가가 공무원의 고객지향성에 긍정적으로 영향을 미치는 것으로 확인되었으며 직무열의가 매개적 역할을 수행하고 있음도 제시하였다. 행정서비스의 고객지향성을 강화하기 위해서는 제도적 통제와는 별도로 자신감과 외적 환경 변화 대응능력을 높이는 교육훈련을 강화하는 정책적 접근을 제안하였다.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2003년도 추계학술대회 논문집(II)
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• pp.8-13
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• 2003

For continuous improvement of the railway customer satisfaction service, more objective evaluation and development system for software and hardware shall be built. The entire activity of railway customer is the interface between the customer and software/hardware services. Customer's activity was investigated by participating observation and objective observation, and considering the connection of all the activities, it was divided into 9 categories and 43 items. Although the detailed activity of customer would vary per item, they show more than 430 different activities under general condition. Also, the customer's activity varies according to the numerous variants such as physical, mental, environmental and cultural features. Especially, as lots of changes, diversification and high-quality of railway industry are expected according to the middle and long term plan on railway industry development, it is necessary for experts in various fields to perform cooperative research aggressively to improve the customer satisfaction service continuously based on continuous customer activity research.

• International Journal of Internet, Broadcasting and Communication
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• 제12권4호
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• pp.26-32
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• 2020

There are many airline customer evaluation data, but they are insufficient in terms of predicting customer satisfaction in practice. In particular, they are generally insufficient in case of verification of data value and development of a customer satisfaction prediction model based on customer evaluation data. In this paper, airline customer satisfaction analysis is conducted through an experiment of correlation analysis between customer evaluation data provided by Google's Kaggle. The difference in accuracy varied according to the three types, which are the overall variables, the top 4 and top 8 variables with the highest correlation. To build an airline customer satisfaction prediction model, they are applied to three classification algorithms of Random Forest, SVM, DNN and conduct a classification experiment. They are divided into training data and verification data by 7:3. As a result, the DNN model showed the lowest accuracy at 86.4%, while the SVM model at 89% and the Random Forest model at 95.7% showed the highest accuracy and performance.

• 유통과학연구
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• 제17권4호
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• pp.69-76
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• 2019

Purpose - The purpose of this study is to examine the effect of basic value satisfaction on service quality evaluation and customer loyalty and the moderating effect of Bargain-proneness in this process. Specifically, I analyzed the influence of basic value satisfaction, the mediating effect of service quality evaluation, and the moderated mediation effect of Bargain-proneness. Research design, data, and methodology - Data collection for this study was conducted for adults over 18 years of age with shopping experiences in traditional market within a month around the traditional market in the metropolitan area. A total of 250 questionnaire response data was obtained. Hypotheses were tested using SPSS. The PROCESS macro method was used to verify the mediating effect of the service quality evaluation on the relationship between basic value satisfaction and customer loyalty. Hierarchical regression analysis was performed to analyze the moderated mediation effect of the bargain-proneness tendency. Results - Empirical results showed that the basic value satisfaction affected service quality evaluation and customer loyalty. Specifically, it has been found that it directly affects customer loyalty and indirectly influences through service quality evaluation. The moderated mediation effect of the bargain-proneness tendency in the process of basic value satisfaction affecting customer loyalty through service quality evaluation has been verified. In other words, the higher the bargain-proneness tendency, the more influence the basic value satisfaction has on the favorable service quality evaluation. Conclusions - This study contributed to the distribution literature in that it attempted a new empirical study considering the variable 'bargain-proneness tendency', which had not received much academic attention in the past. Furthermore, this study contributed academically in that it presented important moderating variables that should be paid attention in the field of distribution studies. In this study, bargain-proneness was used with a focus on traditional markets, but this variable could play an significant role in future offline distribution studies that should pay attention to meet hedonic needs of shopping. These results suggested that traditional market practitioners should focus on the basic value and that the bargain-prone consumer segment should be considered as a target.

• 융합보안논문지
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• 제4권2호
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• pp.71-75
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• 2004

The Common Criteria (CC) philosophy is to provide assurance based upon an evaluation of the IT product or system that is to be trusted. Evaluation has been the traditional means of providing assurance. It is essential that not only the customer' srequirements for software functionality should be satisfied but also the security requirements imposed on the software development should be effectively analyzed and implemented in contributing to the security objectives of customer's requirements. Unless suitable requirements are established at the start of the software development process, the re suiting end product, however well engineered, may not meet the objectives of its anticipated consumers. By the security evaluation, customer can sure about the quality of the products or sys tems they will buy and operate. In this paper, we propose a selection guide for If products by show ing relationship between security engineering and security evaluation and make help user and customer select appropriate products or system.

• Journal of Information Technology Applications and Management
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• 제11권1호
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• pp.161-174
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• 2004

This study is intended to suggest1 the optimized data mining model for the efficient customer credit evaluation in the capital finance industry. To accomplish the research objective, various data mining models for the customer credit evaluation are compared and analyzed. Furthermore, existing models such as Multi-Layered Perceptrons, Multivariate Discrimination Analysis, Radial Basis Function, Decision Tree, and Logistic Regression are employed for analyzing the customer information in the capital finance market and the detailed data of capital financing transactions. Finally, the data from the integrated model utilizing a genetic algorithm is compared with those of each individual model mentioned above. The results reveals that the integrated model is superior to other existing models.

• 품질경영학회지
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• 제32권4호
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• pp.113-124
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• 2004

Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide /industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this Perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2002년도 하계학술대회 논문집 A
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• pp.133-135
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• 2002

It is raised for methodology to evaluate power system reliability using interruption cost which is converted customer loss due to interruption into cost according to power industry is rushed into competition appearance. This paper presents algorithms to evaluate reliability of distribution power system taking into consideration customer interruption cost. Customer interruption cost is considered as one of the valuable index to estimate reliability of the distribution power system from customer situation. Also. this paper estimate evaluation results regarding the reliability of distribution power system using a sample model system. Finally, evaluation results of unserved energy and system interruption cost based on customer interruption cost are shown in detail.

• Journal of Information Technology Applications and Management
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• 제15권1호
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• pp.203-224
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• 2008

The purpose of this study is to investigate the evaluation perspectives of IT business value and empirically analyze the differences of evaluation perspectives between ex ante evaluation and post implementation evaluation, and among various information system types. 4 evaluation perspectives which have been used in the previous studies and in the field of industry practices are financial, customer, internal process, and growth, which are based on the BSC model. Data of 98 information systems have been collected from 89 companies including manufacturers, banks, insurances, and stock trading companies. As results of multi-way MANOVA test, 3 out of 8 hypothesis have been accepted statistically. While the order of importance of 4 perspectives in ex ante evaluation is customer, financial, internal process, and growth, the order of post implementation evaluation appears to be much different : that is, internal process, customer, financial, and growth. These findings provide insights for both IT practitioners and researchers.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2006년도 제37회 하계학술대회 논문집 A
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• pp.89-90
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• 2006

As the power industry moves towards open competition, there has been a call for methodology to evaluate power system reliability by using customer interruption costs. This paper presents an evaluation of interruption costs by industrial customer type in Korea using customer survey methodology When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that the evaluation by customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate interruption costs by industrial customer type in Korea considering interruption and customer characteristics.