• Journal of Korean Society for Quality Management
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• v.32 no.4
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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.

• Journal of Digital Contents Society
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• v.15 no.2
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• pp.219-225
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• 2014

Competition between corporations is getting more intense, so they need customer feedback in order to fulfill an effective management. Recently, SNS (Social Network Service) such as Twitter and Facebook has grown dramatically because of smart phones. Social media like Twitter and Facebook let customers to express their needs, and using big data such as data on SNS is a very effective method for getting customer's feedback. Collecting and analyzing social big data are operated by Buzz monitoring system. This research suggests how to utilize big data for getting customer's feedback on hotel CRM(Customer Relationship Management), which considers customer itself as asset of business. This paper demonstrates the research of buzz monitoring system that analyzes big data, and presents results of hotel customer reputation using buzz monitoring system. It would analyze the result from the hotel customer reputation, and research the implication in this paper.

• Convergence Security Journal
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• v.12 no.4
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• pp.41-47
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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. In other words, a business and an organization should deduce and provide what kind of services customers want. Then, evaluate customers' satisfaction and improve the service quality. To achieve this goal, accurate feedbacks from customers play an important role; however, there are not quantitative and standard systems a lot in nation. Recently, the researches about ICT (Information and Communication Technology) that can recognize emotion of human being are on the increase. The facial expression recognition among them is known as most efficient and natural human interface. This research analyzes about more efficient facial expression recognition and suggests a customer satisfaction feedback system using that.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.45-56
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• 2011

The purpose of this research is to find key factors to invigorate customer satisfaction management from TQM perspective. Consequently, the results show that CS leadership has an effect on team competency, CS evaluation and feedback, and customer information system positively. Team competency and CS evaluation and feedback take positive effects on improving activities for customer focus. Improving activities for customer focus takes positive effects on result of customer satisfaction significantly.

• Journal of the Korea Safety Management & Science
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• v.12 no.4
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• pp.265-272
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• 2010

This study examined the relative effects of weekly and daily group feedback on the customer service behaviors in a gas station. Participants were four employees providing full services to the customers. Four target service behaviors, which were identified from the job description for the employees, served as the dependent variables. The data were collected by a supervisor. The independent variable was the frequency of group feedback on the four service behaviors: weekly and daily group feedback. An ABC within group design was adopted. After baseline (A), the weekly group feedback condition (B) was introduced. In the next phase, the daily group feedback condition (C) was introduced. Both weekly and daily group feedback were presented in a graph form and posted at a conspicuous location. Results showed that both weekly feedback and daily feedback conditions were effective in increasing the target behaviors. And, there was difference in the effects between the two conditions.

• Journal of Information Technology Services
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• v.22 no.1
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• pp.43-56
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• 2023

With the development of the e-commerce market, various types of products continue to be released. However, customers face an information overload problem in purchasing decision-making. Therefore, personalized recommendations have become an essential service in providing personalized products to customers. Recently, many studies on GCN-based recommender systems have been actively conducted. Such a methodology can address the limitation in disabling to effectively reflect the interaction between customer and product in the embedding process. However, previous studies mainly use implicit feedback data to conduct experiments. Although implicit feedback data improves the data scarcity problem, it cannot represent customers' preferences for specific products. Therefore, this study proposed a novel model combining explicit and implicit feedback to address such a limitation. This study treats the average ratings of customers and products as the features of customers and products and converts them into a high-dimensional feature vector. Then, this study combines ID embedding vectors and feature vectors in the embedding layer to learn the customer-product interaction effectively. To evaluate recommendation performance, this study used the MovieLens dataset to conduct various experiments. Experimental results showed the proposed model outperforms the state-of-the-art. Therefore, the proposed model in this study can provide an enhanced recommendation service for customers to address the information overload problem.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.41 no.3
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• pp.129-137
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• 2018

VOCs have been used as the most definitive resource to reflect customer feedback when developing products and services. However, due to the development of the Internet and the emergence of SNS, VOC is no longer the only channel that represents customer opinions. There are also a number of studies showing that many customers express complaints through channels other than VOCs. In this paper, we analyze the difference between the official VOC data and the data collected through the external channel, and suggest ways to reflect the various opinions of customers. To do this, this study uses keyword analysis that can identify differences according to frequency through social network, modular analysis to distinguish topics according to centrality and similarity, and emotional analysis to confirm word polarity (positive and negative). The results of this study show that the opinions of the customers were different depending on channels such as VOCs and external channels. Therefore, the collected data through VOC as well as external channels should be used in order to reflect the opinions of customers. In particular, this paper confirms that the results of one channel may vary depending on the channel characteristics even for the same channel. This confirms that collecting voc only on certain channels may differ from what real customers require. Therefore, data collected through VOCs as well as external channels must be used to reflect various customer feedback.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2017.10a
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• pp.282-283
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• 2017

A government or non-governmental organization give service to their customer. Each organization have different hierarch levels. Service satisfaction surveys have become an important tool for government planners, as important in the perceived quality of service lead to great delivery of public service. When a customer gives feedback at a bottom level of organization, it is so difficult reach to higher official in time. This paper argue that, Quick Response (QR) code open up the possibility of conducting public service satisfaction at lower cost and the way feedback is directly routed to the relevant party according to their hierarchical level and gate real time feedback using specific smart phone application.

• 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 Distribution Research
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• v.14 no.1
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• pp.27-44
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• 2009

This research classified the customer service factor of on-line shopping mall into tangibility, reliability, responsiveness, and empathy and analyzed the effect that the factors affect to consumer's purchase and re-purchase. If we present suggestions on the basis of these results of study, we would provide next two points: First, purchasers have utilized online shopping mall who pursued free from hard sell that being done in off-line and convenience of purchase affected more by reliability and responsiveness such as the fame of shopping mall that visit, reliability of security, and quick product search than the Customer of After-purchase Feedback influence for online purchasers decision factor out of consumer's purchase and re-purchase by on-line shopping mall customer service factor. Second, This study analyzed that online re-purchaser recognized the Customer of After-purchase Feedback factor high and built their loyalty through friendly emotion of on-line shopping mall and satisfaction of shopping mall service, and recommendation. In addition, they behave themselves as an affirmative messenger that is role of the Customer of After-purchase Feedback that make active opinion presentation and participation through community by important adjustment impact that empathy factor of on-line shopping mall customer service.