• 유통과학연구
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• 제21권12호
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• 대한안전경영과학회지
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• 제6권2호
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• pp.199-209
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• 2004

Kano(1984) distinguishes five types of Quality requirement which influence customer satisfaction; Attractive, One-dimensional, Must-be, Indifferent, Reverse Quality element. Attractive requirements lead more than proportional satisfaction. Attractive Quality requirements are the key factors of order winner and the sources of customer delight. Attractive requirements do not influence customer satisfaction equally. This study presents Kano's model using AHP(Analysis Hierarchy Process) for the priorities of attractive Quality requirements.

• 스마트미디어저널
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• 제6권1호
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• pp.39-46
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• 2017

The internet has become an important part of the many aspects of people's daily lives such as work, study, entertainment and in form of electronic commerce, shopping. Electronic commerce is growing rapidly in Kenya. There are many successful business-to-business, business-to-customer and customer-to-customer online shopping companies in Kenya. As a consequence, competition between vendors is intense and, therefore, mitigating the negative effects of high product uncertainty is necessary requirement as it remains a biggest hindrance for success of the online shopping. The purpose of this research is to investigate how online product description, third party product assurance, customer service and website design mitigate the negative impact of high product uncertainty. A questionnaire with 28 items is designed to collect data from online customers. Using multiple regression analysis, the relationship between dependent variable (product uncertainty) and independent variables such as product description, third party assurance, website design and customer service is tested. The result shows that all the independent variables are negatively correlated with dependent variable, which means that product description, third party assurance, website design and customer service can be used by online vendors to lessen the problem of product uncertainty in online markets.

• 시스템엔지니어링학술지
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• 제3권1호
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• pp.33-40
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• 2007

The requirement verification is the integral part of the weapon system R&D to reduce cost and schedule. And, a systems engineering is an interdisciplinary engineering management process that evolves and verifies an integrated, life-cycle balanced set of system solutions that satisfy customer needs. Therefore, this study analyzes the national defense need and acquisition management process, investigates the systems engineering verification activity. Through the requirement verification example in terms of technical evaluation this study presented the requirement verification approach in the weapon system R&D.

• 정보처리학회논문지D
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• 제15D권5호
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• pp.647-658
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• 2008

자연어로 작성된 고객의 요구사항은 개발과정에서 모델링 언어로 재작성 된다. 그러나 개발에 참여하는 다양한 계층의 사람들은 모델링 언어로 작성된 요구사항을 이해하지 못하는 경우가 많이 발생한다. 본 논문에서는 REED(REquirement EDitor)로 작성된 요구사항 모델을 자연어로 번역하여 개발에 참여하는 모든 계층의 사람들이 요구사항 모델을 이해할 수 있도록 도와주는 방안을 제시한다. 제시한 방법은 3단계로 구성되어 있다. 1단계 IORT(Input-Output Relation Tree) 생성, 2단계 RTT(Requirement Translation Tree) 생성, 3단계 자연어로 번역의 단계를 거친다.

• 한국식생활문화학회지
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• 제20권1호
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• pp.21-34
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• 2005

The purpose of the study to examine the requirement of food service statistical account. the questionnaire was composed of two part: the traits of food service statistical accounts by USA and Japan and demographic characteristics. 325 questionnaires were distributed by mail to the member of Korean Food service Management Society and Korea university and college Culinary Management Faculty Association and 92 questionnaires were returned. the data was completed using the SPSS for frequency, mean, t-test, and ANOVA test. As a result of the follows. the 23 traits showed a high priority placed. Seeing the category, Number of customer, unit volume, solid waste, and information technology and application were higher than employee information. Comparing company members to academic members, both of them thought that dimension of unit, sales result, and number of customer. However, company member group indicated that employee information was important.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 1998년도 추계학술대회 논문집
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• pp.202-206
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• 1998

The conventional management which had economic requirement such as productivity, competition, customer satisfaction, and return needs the environmental management in order to meet a change of the external situation such as the environmental requirement (such as resources reduction, pollution prevention, and waste reduction). However, there have been a few studies which try to investigate internal factor and to regard external factors as negative ones. This paper proposes the external factors are significant to the performance. Several hypotheses were developed regarding the relationships. Based on the collected data from 126 firms, the hypotheses were analyed with SPSS.

• 한국정보과학회:학술대회논문집
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• 한국정보과학회 2010년도 한국컴퓨터종합학술대회논문집 Vol.37 No.1(A)
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• pp.68-69
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• 2010

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.76-81
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• 2004

Kano distinguishes between three types of quality requirement which influence customer satisfaction in different ways when met in his model and proposes fulfilling attractive requirements leads to more than proportional satisfaction. However each of attractive requirements do not influence customer satisfaction equally Thus, this study will present a model using AHP(Analysis Hierarchy Process) which priorities over quality requirements objectively

• 품질경영학회지
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• 제31권3호
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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.