• Journal of Industrial Technology
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• v.21 no.B
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• pp.37-44
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• 2001

Distribution System is considered as the most important part of SCM when the satisfaction of customer demand is considered. This paper focus on the backorder policies for stockout which is occurred in each regional distribution center of two-echelon distribution system facing stochastic demand process. Four concepts for the efficient system operation are suggested. First, at least 30% reduction of stockout is achieved by introduction of 50/25 allocation policy to distribution system. Second, transportation cost and lead-time of backorder are decreased by allowance of internal supply between regional distribution centers. Third, the frequency of emergency supply is minimized by application of Ship-up-to- expected-demand backorder policies. Finally we suggest several effective rules to select multi-internal suppliers. Simulation tests show the efficiency of our backorder policies and enhancement of customer service level.

• Proceedings of the KIEE Conference
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• 2006.07a
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• pp.396-397
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• 2006

현재 우리나라의 전력 산업은 과거 공급자위주의 전력시장에서 점차적으로 수요자 선택권이 확대되고 다양한 형태의 새로운 부가서비스가 개발되는 시장으로 변화하고 있다. 이는 신기술 도입과 융합을 통하여 기존의 전력서비스에 통신기술이 융합된 전력정보기술의 도입으로 가능해진 것이다. 이러한 시장과 기술의 변화를 반영하여 우리나라에서도 광범위한 영역에서 전력 부가서비스에 대한 연구가 시작되고 있다. 다양한 방향으로 진화 가능한 전력부가서비스를 효율적으로 개발하기 위해서는 서비스 제공 대상을 명확하게 하고 소비자의 needs를 파악하는 과정이 필수적이다. 이러한 과정을 통하여 전력부가서비스 사업 초기에 집중적으로 개발, 보급하여야 할 부가서비스를 취사선택할 수 있을 것이다. 본 연구는 대수용가를 대상으로 하는 전력부가서비스의 형태를 파악하고 현재 진행 중인 선행연구를 분석하여 대수용가 전력부가서비스의 개발 방향을 제시하였다.

• Korean Management Science Review
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• v.19 no.1
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• pp.107-116
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• 2002

A major challenge to supply chain managers is how to control inventories and costs along the supply chain while maximizing customer service Performance. In the literature, although the optimal management of inventory along the supply chain has received considerable attention during the past decades, the attention has been mainly given to multi-echelon control policies. A prerequisite for applying these policies is full information transparency in the supply chain, which is hard to accomplish in practice because it may require major organizational chanties. In the case that a decentralized control (local (R, S) policy) should be used at each location in multi-stave distribution systems, this paper presents the coordinating approach of determining the best policy which satisfies predetermined target customer service levels and minimizes the mean physical stock along the system.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.3
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• pp.435-446
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• 1999

This study was aimed to identify the conceptualization of apparel store service quality and to investigate the dimensions of apparel store service quality. Apparel store service involves tangibles like employees and equipment and intangible like policy convenience and credit. Apparel store service quality is composed mlti-dimentionally. In the empirical research a questionnaire was developed and statistical data were collected during June 1998. The subjects were 244 women in the age of 20's SAS were used to analyze collected data. Frequency percentage mean STD, factor analysis and Cronbach's a were applied. From the results of analysis the apparel store service quality were classified into four dimenstions ; salesperson(7 items) VMD(6 items) reliable policy(5 items) and customer convenience (3 items)

• Journal of the Korea Safety Management & Science
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• v.8 no.2
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• pp.115-128
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• 2006

The study analyzes those relations of customer service level of each sales branch, level of cooperations among branches, and overall system-wide service level for an item. Under the continuous review method, each sales branch places an order to the outside supplier, and the each branch receives the order quantity after elapsing a certain lead time. Under these circumstances, those branches with stockout condition may be supplied by other branches with keeping stocks to cover the shortages. This policy generally increases the system-wide customer service level for an item throughout cooperations for the safety plan among branches. Therefore, in the context of inventory policy, the decision rules to determine the proper branch levels of service and cooperation levels of service are important goals in terms of attaining desired system-wide service level. This research has suggested the method and procedure to reach above goals.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.101-110
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• 2017

This research identifies the relation between the quality of cabin service(personnel and material services) in Korean low-cost airlines and resulting customer satisfaction and loyalty. Its aim is to provide low-cost airlines' international flights with basic information when building strategies, and to suggest a strategic implication for an original and competitive cabin service policy that can enhance customer retention. As a result of the analysis, first, hypothesis 1 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was all valid. Moreover, it was coherent with the results of previous researches. Second, hypothesis 2 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was also valid and coherent with previous studies. Third, hypothesis 3 on relation between customer satisfaction and loyalty was valid and coherent with existing studies. Consequently, this research suggests that in order to achieve the continuous retention of loyal customers through customer satisfaction, the quality of personnel and material service has to be considered primarily. In addition to that, this research also suggests that the original and competitive service marketing of low-cost airline is necessary for an airline to continue its profit-making.

• Journal of Fashion Business
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• v.13 no.5
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• pp.110-120
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• 2009

The goal of this study was to investigate the influence of customer service quality on customer satisfaction. Also the object of this study is to indicate the influence on word of mouth and intention of repurchase which is a variable of customer satisfaction. The subjects were 357 female adults living in Suncheon City, Jeollanam Province. The questionnaires were conveniently sampled from June 1 to 30, 2006. The collected data was analyzed by percentage, frequency, mean, factor analysis, reliability, regression using the SPSS program. The five hypotheses set in the research model, all were selected through empirical analysis. Main findings are as follows: As a result of factor analysis, customer service quality of discount store verified four items, that is, personal service, VMD of stores/atmosphere, store policy, product assortment. As a result of regression analysis, customer service quality influenced customer satisfaction. The intention of repurchase and word of mouth received a positive influence from customer satisfaction. The intention of repurchase influenced the word of mouth, and it received a positive influence from the word of mouth.

• Journal of Construction Engineering and Project Management
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• v.3 no.4
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• pp.26-34
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• 2013

Customer satisfaction and customer relationship are crucial aspect in any enterprises including housing construction projects. In general, the housing developers are facing a number of new challenges in different countries including Libya. The construction industries/housing developers need to continuously improve their products and services to meet customers' satisfaction desires and to remain in the current competitive market. This paper focuses on analysing the satisfaction factors of customers including qualityaspects of products and services in the construction projects. A framework was developed to evaluate the dynamics relationship between customer satisfaction and quality products or services, aiming to help companies' managers and policy makers to understand the needs and points of view of their customers. Apragmatic analysis was conducted to explore and analyse the customer satisfaction factors in construction industry considering different aspect of customer groups in Libya. Results indicate that there is a high demand of improvements in the contractor's performance in terms of cost, time and quality of products. It was also found that Libyan construction companies have been forced to transform their policies after on Libyan war 2011 to focus on client and customer satisfactory policies, or say centric for the purpose of improving client requirements and turn the business into more advantageous for any company.

• Journal of the Korea Society for Simulation
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• v.20 no.3
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• pp.29-39
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• 2011

The appointment system is widely used to facilitate customer access to service in many industries including healthcare and others. Because of its importance, much research has investigated how to build an effective appointment policy under various environments. However, most research has considered a single-server service system. The objective of this work is to evaluate several appointment policies in a two-stage service system in which multiple servers are available and build separate appointments at the second-stage. In such a system, we propose and evaluate the staggering appointment policy. Simulation experiments indicate that the proposed staggering appointment policy outperforms other traditional appointment policies in terms of customer waiting time, server idle time, and the number of customers who are later to scheduled appointments.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.1
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• pp.96-103
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• 2014

A steady-state controllable M/G/1 queueing model operating under the (TN) policy is considered where the (TN) policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or the time instant when Nth customer arrives at the system after T time units elapsed without customers' arrivals during that time period. After deriving the necessary system characteristics such as the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time in the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, the optimal values of the decision variables included in the operating policies are determined by minimizing the total expected cost function per unit time to operate the system under consideration.