• Industrial Engineering and Management Systems
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• v.10 no.2
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• pp.140-153
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• 2011

Functional form and dysfunctional form of Kano model are considered as customer need regarding attribute of product. Both functional and dysfunctional forms are: Like, Must-be Neutral, Live-with and Dislike. The answers of customer regarding a product of functional and dysfunctional forms have been applied for selection of customer needs regarding product attribute (Kano evaluation). Filling.up and returning the Questionnaires by the individuals are essential for determining Kano evaluation. But many Questionnaires have not been returned in that case. Moreover, many possible consumers could not get opportunity to fill-up questionnaire. These uncertain or unknown consumers' opinions are also essential for product development. The choices of Kano evaluations have been outlined by: Attractive, One-dimensional, Must-be, Indifferent and Reverse. In this study, choices of evaluation of unknown customer are considered uniform cumulative vector probability (scenario 1). This study is based on the Monte Carlo simulation method, concept of probability and Kano model. This model has also been tested for its soundness and found fairly consistent including existing Kano model (scenario 2) and case survey for headlight of bicycle (scenario 3).

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2012.10a
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• pp.911-914
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• 2012

For competitiveness of national B2C (Business to Customer) service industry, improvement of process and analysis focused on customer and change of service system are needed. To achieve this goal, accurate feedbacks from customers play an important role; however, there is no quantitative and standard system in Korea. The medical tourism industry is taking center stage as a high value added industry among many other B2C service industries. In this paper, we suggest an evaluation model for customer satisfaction measurement about medical tourism industry and the application system on smartphone for that.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.38-43
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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.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.21-41
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• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.

• Journal of Distribution Science
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• v.14 no.3
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• pp.45-54
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• 2016

Purpose - There have been numerous studies investigating the effects of corporate social responsibility initiatives on corporate associations or corporate images. In line of this research stream, current research examined the potential impact of customer participation in the process of corporate social responsibility initiatives on attitude toward the company. This research differentiates from previous studies that it is the first to connect corporate social responsibility and customer participation. Specifically, we suggest a structural model on corporate associations which was classified into corporate ability associations and corporate social responsibility associations that the more the customers participate in initiating corporate social responsibility, corporate associations were formed more positively. And this leads to the increase of revisit intentions through customer satisfaction. Research design, data, and methodology - To test our research model, we collected data of real consumers of a large discount store in Korea. At the large discount store, customers were given an opportunity to participate the discount store's CSR activity program. We performed field survey and collected data of 146 respondents. We analyzed the data using PASW statistics 21.0 and AMOS 16.0 in order to test our structural model. Results - The results showed that consumers who participated more in initiating corporate social responsibility revealed higher score for corporate ability associations and corporate social responsibility associations. These corporate associations had a positive effect on customer satisfaction, which leads to higher attitude toward revisit intentions. Specifically, hypothesis 1.1 "As Customer participation in CSR process increases, the evaluation of CA associations will be positive,"was supported. Hypothesis 1.2 "As Customer participation in CSR process increases, the evaluation of CSR associations will be positive," was supported. Hypothesis 2.1 "As the evaluation of CA associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 2.1 "As the evaluation of CSR associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 3 "As satisfaction with the firm increases, revisit intentions with the firm will increase," was supported. Conclusions - This research is the first to study the relationship between customer participation in CSR process, CSR, and consumer reactions. This research also contributes to customer participation and corporate social responsibility literature by suggesting customer participation as an antecedent and empirically demonstrating the positive relationships between the constructs. The findings of this research may offer managerial implications for marketing practitioners. When performing corporate social initiatives, it is better to let the customer participate in the process which leads to higher corporate ability associations and corporate social responsibility associations, also higher satisfaction and revisit intentions. Our results provide useful information to practioners that spontaneous participation of consumers makes CSR initiatives effective and successful. Limitations and ideas for further research remain in this research. For example, our focus on the logic was cognitive evaluations(e.g. corporate associations) but affective dimensions might be considered since recent researches are investigating the relationship between customer participation and affective reaction as a response. Despite the limitations, this research have unique and applicable implications for academics and practitioners.

• The Transactions of the Korean Institute of Electrical Engineers A
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• v.51 no.5
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• pp.232-237
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• 2002

It is increased for methodology to evaluate distribution power system interruption cost in power supply zones under competitive electricity market. This paper presents algorithms to evaluate system interruption cost in distribution power supply zones taking into consideration failure rate of distribution facilities and composite customer interruption cost. In this paper, it is introduced for weighting factor for each customer failure duration and failure rate of distribution facilities to evaluate reasonable system interruption cost in distribution power supply area. Also, this Paper estimates evaluation results of system interruption cost using a sample model system. Finally, evaluation results of system interruption cost based on failure rate of distribution facilities and composite customer interruption cost are shown in detail.

• Journal of Korean Society for Quality Management
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• v.31 no.3
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• pp.98-113
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• 2003

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

• Journal of Agricultural Extension & Community Development
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• v.18 no.3
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• pp.409-434
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• 2011

The main purpose of this study was to examine the effects of servicescape on post evaluation of hospitality industry in Gyeongnam. Customers of deluxe hotels in Gyeongnam were selected for a questionnaire survey. To achieve the study objective, 253 valid questionnaires were statistically analyzed, using frequency analysis, factor, reliability analysis and regression analysis. The results of the multiple regression analysis indicated that five of servicescape factors had significant impact on customer satisfaction and customer retention. The servicescape factors partially exerted a positive influence on word-of-mouth intention. The result of the simple regression analysis also indicated that the customer satisfaction had very significant impact on customer retention and word-of-mouth intention.

• Journal of the Korean Society of Clothing and Textiles
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• v.25 no.6
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• pp.1155-1166
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• 2001

The purposes of this research were 1) to identify shopping orientation according to customer's personality type, 2) to examine perceived importance of service and satisfaction of service related to customer's personality type, 3) to find the relationships of evaluation of salesperson's service and re-purchase intention in each of customer's personality types. The data were collected via self-administered questionnaires from 434 female formal wear shoppers. and were analyzed by frequency, factor analysis, ANOVA, Chi-square test, and multiple regression analysis. The results of this study were as follows: Shopping orientations varied according to customer's personality type. E type had stronger Hedonic/self-confidence than I type, F type had higher Depending decision making than T type and P type had higher Quick decision making than J type. And service items satisfied the customers with a certain personality type. E type was satisfied with timely and proper A/S, not forcing to purchase and trustful behavior of salesperson more than I Type was. And also with expertise, individualized care, polite attitude, and merchandising promotion. N type was satisfied with individualized care more than S type was. A service evaluation criterion affected the re-purchase intention for a customer with a certain personality type. Customer's convenience in E. I. S, N, T, F, J types had a significant effect on re-purchase intention. And Expertise/ care in E, N, T, J types had a positive effect on re-purchase intention. also Politeness in E, I, S, N, T, J, P types did. But in only E type, Merchandising promotion affected re-purchase intention.