• 벤처혁신연구
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• 제6권2호
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• pp.123-144
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• 2023

100세 시대를 맞이하여 예기치 못한 위험에 대비하는 것은 매우 중요한 일이 되었다. 본 연구에서는 재무 설계사(FP)의 영업 성과에 미치는 요인에 대해 분석하기 위해 이루어졌다. 영업 교육, 고객 지향성, 영업관리가 영업성과에 미치는 영향 관계를 분석하고 나아가 이들 영향 관계의 크기를 분석하고자 했다. 이를 위해 영업 교육은 고객 개발, 영업 역량, 학습 민첩성으로 세분화 했다. 고객 지향성은 고객 관리시스템 활용, SNS활용, 고객서비스 제공으로 세분화하였다. 영업관리는 목표 지향성, 관리자 리더십, 보상체계로 나누었다. 이들 세부 변수들이 영업 성과에 미치는 영향을 실증적으로 분석하였다. 이를 위해 현재 활동중인 재무설계사를 대상으로 설문조사를 하였다. 설문조사는 2023년 1월 한달간 진행되었으며 이중 유효한 250부를 분석의 대상으로 삼았다. 실증 분석 결과는 다음과 같다. 영업 교육 중 고객 개발, 학습 민첩성은 영업 성과에 유의한 정(+)의 영향을 미쳤다. 영업 역량은 유의성이 검정되지 않았다. 고객지향성 중 SNS 활용 및 고객서비스 제공은 영업 성과에 유의한 정(+)의 영향을 미쳤다. 고객관리시스템 활용은 유의성이 검정되지 않았다. 영업 관리 중 목표 지향성과 보상 체계는 영업 성과에 유의한 정(+)의 영향을 미쳤다. 관리자 리더십은 유의성이 검정되지 않았다. 영업 성과에 유의한 영향을 미치는 변수의 영향력은 목표 지향성, 고객서비스 제공, 보상체계, 학습 민첩성, 고객 개발, SNS 활용 순이었다. 이러한 연구 결과를 바탕으로 학술적 및 실무적 시사점을 제시하였다.

• Asia pacific journal of information systems
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• 제20권2호
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• pp.23-37
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• 2010

Conventional Support Vector Machines (SVMs) have been utilized as classifiers for binary classification problems. However, certain real world problems, including corporate bond rating, cannot be addressed by binary classifiers because these are multi-class problems. For this reason, numerous studies have attempted to transform the original SVM into a multiclass classifier. These studies, however, have only considered nominal classification problems. Thus, these approaches have been limited by the existence of multiclass classification problems where classes are not nominal but ordinal in real world, such as corporate bond rating and multiclass customer classification. In this study, we adopt a novel multiclass SVM which can address ordinal classification problems using ordinal pairwise partitioning (OPP). The proposed model in our study may use fewer classifiers, but it classifies more accurately because it considers the characteristics of the order of the classes. Although it can be applied to all kinds of ordinal multiclass classification problems, most prior studies have applied it to finance area like bond rating. Thus, this study applies it to a real world customer level classification case for implementing customer relationship management. The result shows that the ordinal multiclass SVM model may also be effective for customer level classification.

• 동아시아경상학회지
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• 제5권4호
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• pp.50-66
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• 2017

Purpose - The purpose is to identify a structural effect relationship among a hotel chef's personal competency, job satisfaction and customer orientation. Moreover, this research tries to provide implications regarding effective human resource management strategies based on competency to strengthen job satisfaction and customer orientation by testifying the effect relationship of job satisfaction with the relationship between personal competency and guest orientation. Research design, data, methodology By targeting chefs working in five starred hotels in Seoul, the surveys have been distributed from April 1st of 2017 to April 20th of 2017 (approximately 20 days). Out of 300 distributed surveys, 250 were collected, and 246 were used, excepting 4, unhonestly answered. Results - It has been analyzed that a hotel chef's personal competency, self-control ability, customer orientation competency, interpersonal relation competency, gumption, and professional competency has a significant effect on job satisfaction, however, it has been identified that gumption has no impact on job satisfaction. Job satisfaction has a significant impact on customer orientation. Lastly, there is a control effect on job satisfaction and customer orientation by organizational commitment Conclusions - It is able to propose the solutions to improve customer orientation, job satisfaction and organizational commitment of a hotel chef and the ways for human resource management.

• 품질경영학회지
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• 제47권3호
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• 한국병원경영학회지
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• 제8권4호
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• pp.26-58
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• 2003

This research first finds out the resources, activities, and effectiveness of quality management effort and the resulting customer satisfaction when the total quality management is lacking in most Korean medical agencies today. Then, it analyzes the relationship among the factors mentioned earlier. This paper utilizes actual data and presents a theoretical model which explains that the resources of quality management affect the activities and that the fruit of the quality management effort benefits the customers in the end. In addition, this study conducts a corroborative analysis through executing a survey, getting a descriptive statistical result on the subjects' characteristics and the research variables using SPSS 9.0 WIN PROGRAM, and the model is approved through analyzing its make-up using LISREL 8.12 WIN PROGRAM. The study's finding is the following: First, the management leadership affects the worker's, educational training, the quality of medical service, and the survey of customer satisfaction positively. However, it does not affect the quality of work positively. Second, the internal customer satisfaction affects the worker's participation, educational training, the quality of medical service, and the survey of customer satisfaction positively. Third, the quality of medical service and the survey of customer satisfaction affects the result of quality management positively, but the worker's participation, educational training, and the quality of work do not affect the result of quality management positively. Fourth, the management leadership does not appear to affect the result of quality management positively. Fifth, the internal quality management appears to affect the result of quality management positively. Sixth, the external customer satisfaction appears to affect the result of quality management positively. In conclusion, the findings in this study indicate that medical agencies need to utilize the active variables of quality management in order to successfully establish a total quality management.

• 보건의료산업학회지
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• 제14권1호
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• pp.31-42
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• 2020

Objectives: The purpose of this study was to explore how service quality in specialized hospitals influences customer loyalty under the mediating effects of customer trust and customer value. Methods: A statistical review was done based on the survey results of patients who had used a specialized hospital in Gyeonggi Province, South Korea. A total of 209 questionnaires were collected. After data collection, an empirical analysis was performed using SPSS 21.0 and AMOS 21.0 software. Results: Interaction quality (β = 0.254, p < 0.05) and result quality (β = 0.179, p < 0.05) significantly influenced customer trust, while physical environmental quality (β = 0.121, p > 0.05) did not. Customer trust (β = 0.571, p < 0.01) influenced customer value (β = 0.136, p < 0.05) and customer value influenced customer loyalty. In addition, customer confidence (β = 0.668, p < 0.05) was shown to have directly impacted customer loyalty without the mediating effect of customer value (0.078). Conclusions: The findings showed that interaction quality and resulting quality had important implications for customer loyalty. We therefore suggest compliance with appointment times, training to improve work-related skills for employees, improving customer satisfaction, and enhancing communication skills.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2003년도 추계학술대회 및 정기총회
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• pp.67-70
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• 2003

This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.

• 한국의류학회지
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• 제33권1호
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• pp.33-44
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• 2009

This study is a survey of college students who have been exposed to a variety of clothing consumption environments such as online transactions through the Internet, with the purpose of examining the influence of salespersons attributes on college students' relationship commitment and perception of salespersons performance. The study conducted a questionnaire survey on 464 male and female students and used SPSS 12.0 for statistical data analyses such as mean, standard deviation, frequency analysis, reliability analysis, factor analysis, and multiple regression analysis. The results of this study can be summarized as follows: First, salespersons attributes such as appearance, expertise, customer orientation, and customer management fumed out as the factors that influence the satisfaction under relationship commitment at statistically significant levels. Likeability, customer orientation, and customer management were found to have statistically significant influence on perceived reliability of salespersons. Second, with respect to the influence of relationship commitment on customer performance, statistically significant factors included satisfaction and reliability. Customer orientation is considered most important by both male and female students among the salespersons attributes, followed in order by expertise, customer management, appearance, ethic and similarity. Likeability was found to be the least important attribute.

• 한국식생활문화학회지
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• 제26권3호
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• pp.271-278
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• 2011

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

• 디지털산업정보학회논문지
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• 제11권4호
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• pp.13-24
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• 2015

Customer complaints handling helps organizations to retain existing customers and attract new customers, as well. As Voice of the Customer (VOC) is one of the main sources of customer complaints, many organizations utilize VOC to enhance customer satisfaction. Effective management of VOC has been proved as one of the best ways to maintain organization's brand image and reputation. In spite of its importance, little has been reported on the utilization of VOC to detect faults in a telecommunication industry. In this paper, association rule mining based on VOC is used to identify root fault causes of a telecommunications network. To do that, VOC of a Communication Service Provider has been collected first. Then, association rule mining has also been conducted with various support and confidence levels. As a result, root fault causes of the telecommunications network can be identified. It is expected that this study can be used as a basis for decisions about customer satisfaction management such as preventive maintenances or reduction of the customer maintenance cost.