• Journal of Distribution Science
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• v.21 no.12
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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.

• Journal of the Korea Safety Management & Science
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• v.6 no.2
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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.

• Smart Media Journal
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• v.6 no.1
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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.

• Journal of the Korean Society of Systems Engineering
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• v.3 no.1
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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.

• The KIPS Transactions:PartD
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• v.15D no.5
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• pp.647-658
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• 2008

Customers' requirements written in a natural language are rewritten to modeling language in development phases. In many cases, those who participate in development cannot understand requirements written in modeling language. This paper proposes the translation technique from the requirement model which is written by REED(REquirement EDitor) tool into a natural language in order to help for the customer understanding requirement model. This technique consists of three phases: $1^{st}$ phase is generating the IORT(Input-Output Relation Tree), $2^{nd}$ phase is generating the RTT(Requirement Translation Tree), $3^{rd}$ phase is translating into a natural language.

• Journal of the Korean Society of Food Culture
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• v.20 no.1
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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.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1998.10a
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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.

• Proceedings of the Korean Information Science Society Conference
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• 2010.06a
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• pp.68-69
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• 2010

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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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

• Journal of Korean Society for Quality Management
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• v.31 no.3
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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.