• Journal of Korean Society for Quality Management
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• v.32 no.4
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• pp.113-124
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• 2004

Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide /industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this Perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.38-43
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• 2004

Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.45-56
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• 2011

The purpose of this research is to find key factors to invigorate customer satisfaction management from TQM perspective. Consequently, the results show that CS leadership has an effect on team competency, CS evaluation and feedback, and customer information system positively. Team competency and CS evaluation and feedback take positive effects on improving activities for customer focus. Improving activities for customer focus takes positive effects on result of customer satisfaction significantly.

• Convergence Security Journal
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• v.12 no.4
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• pp.41-47
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• 2012

For competitiveness of national B2C (Business to Customer) service industry, improvement of process and analysis focused on customer and change of service system are needed. In other words, a business and an organization should deduce and provide what kind of services customers want. Then, evaluate customers' satisfaction and improve the service quality. To achieve this goal, accurate feedbacks from customers play an important role; however, there are not quantitative and standard systems a lot in nation. Recently, the researches about ICT (Information and Communication Technology) that can recognize emotion of human being are on the increase. The facial expression recognition among them is known as most efficient and natural human interface. This research analyzes about more efficient facial expression recognition and suggests a customer satisfaction feedback system using that.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2017.10a
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• pp.282-283
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• 2017

A government or non-governmental organization give service to their customer. Each organization have different hierarch levels. Service satisfaction surveys have become an important tool for government planners, as important in the perceived quality of service lead to great delivery of public service. When a customer gives feedback at a bottom level of organization, it is so difficult reach to higher official in time. This paper argue that, Quick Response (QR) code open up the possibility of conducting public service satisfaction at lower cost and the way feedback is directly routed to the relevant party according to their hierarchical level and gate real time feedback using specific smart phone application.

• Journal of Distribution Science
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• v.19 no.2
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• pp.37-44
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• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.19 no.10
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• pp.2389-2395
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• 2015

An accurate feedback about customer satisfaction is a very important factor to efficiently manage achievements in the service industry. However, Korea is lack of quantitative and standardized system of customer satisfaction measurement. This paper suggests standardized survey system with more in-depth and various methods of questionnaire survey as well as analysis which is able to efficiently evaluate customer satisfaction. This system is that investigates customer satisfaction of process based services, which uses various methods including simply designed questionnaires, customer satisfaction survey via mobile, and an investigation on follow-up satisfaction rate. In addition, we adopted scoring system to digitize a degree of satisfaction rate, so the suggested system provides an opportunity to improve specific objects those need to be improved by clearly evaluating a degree of satisfaction rate and applying various analysis techniques, such as IPA (Importance Performance Analysis), process analysis, and expectation analysis etc. This study substantiates suggested system through applying it to travel agency which is a representative enterprise of tour service.

• Journal of the Korea Convergence Society
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• v.8 no.10
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• pp.249-255
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• 2017

The domestic tourism industry mostly relies on quantitative surveys for customer satisfaction. However, customer participation of the questionnaires is extremely low and the improvement of the dissatisfactory factors is not being performed promptly. In this paper, we propose a new topic map system and prove its empirical effectiveness to improve the accuracy of customer feedback information and the efficiency of the analysis process. The topic map system is a system for analyzing large amounts of customer feedback data in real time. It uses text mining and ontology techniques by integrating data collected over a certain period from real-time SNS and quantitative data obtained from existing survey systems. The effect after improving the analyzed factors of dissatisfaction is also a new and innovative evaluation system for monitoring customer satisfaction in real time. The classification based on this integrated data is a classification system that is specific to the product or the customer. According to this classification, it is possible to measure the effect of the recognition and improvement of the complaint factor in real time on the topic map system. This provides a sophisticated prioritization of the improvement factors and enables customer satisfaction quality control as a PDCA feedback system. In addition, the survey period and costs are greatly shortened, and responses can be more precise to the existing survey method. As a practical application, this system is applied to the largest H travel agency in Korea to prove the accuracy and efficiency of the proposed system.

• Journal of the Korean Operations Research and Management Science Society
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• v.32 no.2
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• pp.53-69
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• 2007

Internet shopping websites have offered comfort to consumers in shopping and built trust relationships with them by providing electronic agents for recommendation, escrow services, and customer centers etc. But as there is little big difference among the shopping websites in terms of technical competence, website design, operational policy, they recognize online feedback (reviews or recommendation of consumers or experts) and online feedback mechanism as important marketing tools. Based on online feedback related studies, this study explores antecedents (consensus, vividness of reviews, interactions in review boards) of the perceived effectiveness of review boards which are text-based feedback mechanisms and its consequences such as trust, satisfaction, and intention to use. The results show that the perceived effectiveness of review boards is significantly affected by vividness of reviews and interactions in review boards, and the impact of interaction in review boards on the perceived effectiveness of review boards is stronger than that of vividness of reviews. The results also show that the perceived effectiveness of review boards has a significant influence on trust and satisfaction with the shopping websites, and intention to use is influenced by both trust and satisfaction.

• Asia pacific journal of information systems
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• v.13 no.4
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• pp.207-227
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• 2003

The purpose of this research is to identify if psychological temptation, site quality and sense of community influence user's flow and addiction and to identify causalities among flow, addiction, customer satisfaction and customer loyalty in online industry. Many previous researches in the area of online games have been carried out about addiction by psychologist and about the development of related technologies by scientists. There are only a few studies about the customer satisfaction from the online business perspective. However, this research is different from the previous ones in the sense that both flow and addiction are considered in the study of the relationship between customer satisfaction/loyalty and flow/addiction in the area of online industry. The empirical results of high-order factor analysis indicate that six independent variables such as design, information, feedback, impulsiveness and motivation have converge three second-order variables such psychological temptation, site quality and sense of community. Consequently, site quality and sense of community have impacts on the flow, while on the other hand, psychological temptation has impacts on the addiction. Conclusively, customer satisfaction and loyalty are positively related not with the addiction but with the flow. Besides, customer loyalty is significantly influenced by the flow and the customer satisfaction. This indicates that companies in the online game industry have to develop a strategy for the flow which is more socially and ethically allowable than the addiction.