• International Journal of Quality Innovation
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• v.5 no.2
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• pp.106-121
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• 2004

This paper investigates customer knowledge management activities of Taiwan's plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition-Development-Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.499-512
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• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• Korean Journal of Human Ecology
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• v.14 no.3
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• pp.441-451
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• 2005

The purpose of this study is to investigate the factors of CRM(Customer Relationship Management) activity and the difference in CRM effects according to customers responses. The investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who had ever shopped at those stores. For data analysis, we used factorial analysis, multiple regression analysis, path analysis, and ANOVA, etc., along with SPSS 10.0. The results of this study are as follows: 1) Six CRM activity factors were identified as 'Benefit & Information,' 'Service,' 'Customer Invitation,' 'Customer Contact,' 'Special Management,' and 'Purchase-related Help.' 2) Customer satisfaction of CRM-positive group was affected by such factors as 'Service,' 'Customer Invitation,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Benefit & Information.' On the other hand, customer satisfaction of CRM-less-positive-group was influenced by the factors such as 'Service,' 'Purchase-related Help,' 'Customer Contact,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Service.'

• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.31-40
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• 2005

Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer's perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.

• Korea Journal of Hospital Management
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• v.13 no.4
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• pp.76-100
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• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2005.05a
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• pp.822-828
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• 2005

Customer satisfaction becomes one of the important managerial concerns associated with corporate competency in current competitive environment for Internet communication service companies. Hence, it is demanding to improve a company's customer satisfaction through the total quality management perspective. In practice, engineers as well as the management hope to find major quality characteristics with Internet communication network that is closely related to customer satisfaction, consequently aiming to the raise of their company's customer satisfaction. This paper presents an empirical relationship analysis between network quality characteristics and customer satisfaction on Internet communication. Methodologically, the relationship analysis framework is based on the regression variable selection procedures. In this framework, it is implemented that; 1) iterative model building; and 2) consistent criteria application to statistical tests for selecting significant variables. A case study shows that; 1) the customer satisfaction on the network connection seems to be more closely related to the network quality characteristics compared with the customer satisfaction on the network speed; and 2) the download disconnection rate has relatively evident relationship with the customer satisfaction on the network connection.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.921-934
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• 2016

Purpose: The purpose of this study was to propose useful suggestions by explore the effects of the Mobile Telecommunication service quality on customer satisfaction and Customer Loyalty (Focus on Moderation effect of switching barrier) in Korea Mobile Telecommunication industry. Methods: After reviewing the literature, the structural eqation modeling(SEM) conducted by LISREL 8.53 test the research model. The data was collected from subscriber of mobile telecommunication service by the questionare in Korea. Results: The results of SEM show that Mobile Telecommunication Service Quality have a positive effect on customer satisfaction, and customer satisfaction also have a positive effect on customer loyalty. And switching barrier have a moderation effect between customer satisfaction and customer loyalty. Conclusion: Mobile Telecommunication Service Quality is highly related to Customer Satisfation and Customer Loyalty, so Mobile Telecomunication Company should improve Service Quality especially price-related service quality and process/ human- related service quality. And the company need to get higher the positive Switching Barriers in order to improve Customer Loyalty.

• Journal of Information Technology Applications and Management
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• v.17 no.1
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• pp.127-139
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• 2010

Customer behavior pattern discovery is the fundament for conducting customer oriented services and the services management. But, the composition, need, interest and experience of customers may be continuously changing, thereof lead to the difficulty in refining a stable description of their consistent behavior pattern. This paper presented a new method for the behavior pattern discovery from a changing collection of customers. It was originally inspired from the swarm intelligence of ant colony. By the adaptive clustering, some typical behavior patterns which reflect the characteristics of related customer clusters can extracted dynamically and adaptively.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.10
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• pp.203-218
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• 1999

Customer-Orientation can be referred to as the concept of creating and maintaining a superior value within the market by responding to the 'wants of the customer' in regards to the Hotel. In other words, customer-orienated hotel is forcasting a customer' response to being different from other competitors, competing with others, and winning in the market. Therefore, hotels exert their efforts in various customer-oriented activities which may result in customer satisfaction. The pruposes of this study are to find out various significant factors impinging on customer-orientation and service image in hotels. For these purposes, two hypothesis were established, and the samples of this study were 15 hotels in Pusan, KyeongJu. The verification of the proposed hypothesis showed the following results: First, service quality and customer-orientation were found to be significantly related. In detail, the employees of hotel were shown to be affected in sales management, human relationship and service quality. Second, customer-orientation and service image were found to be significantly related. namely, the customer-orientation of hotel' employee were found to be significantly related with hotel service image. The research results and suggestions of this study are as follows: First, it is necessary that provide better service/product to satisfy the customers. Second, it is necessary that the employees of tourist hotel try to resolve the complaint of customers. Third, it is necessary that the employees of hotel try to improve the image as good service.

• Journal of Korea Society of Digital Industry and Information Management
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• v.10 no.1
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• pp.169-179
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• 2014

Customer loyalty in on-line context could be determined not only by voluntary factors but also by involuntary factors. Even though customer doesn't satisfy with certain technology and service, customer loyalty could be fostered by involuntary factors such as network effect, bonds, and switching cost. The purpose of this study is to investigate the determinants of customer loyalty on SNS in terms of voluntary and in voluntary factors. Based on prior studies on satisfaction and customer loyalty, usability and familiarity were identified as voluntary factors and network effect, bonds, and switching cost were identified as involuntary factors. Through the empirical study of 199 survey of SNS users, voluntary factors are found to be significantly related to the satisfaction and customer loyalty. Among involuntary factors, bonds are not found to be significantly related to customer loyalty.