• 한국게임학회 논문지
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• 제9권6호
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• pp.93-103
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• 2009

국내 온라인 게임 시장은 게임 이용자의 특성에 맞춘 게임 서비스로 인해 급속도록 성장 및 변화를 하고 있다. 하지만 많은 이용자의 특성을 고려하다보니 표준화된 게임 서비스가 개발되지 못하여 이용자의 욕구를 충족시키지 못하고 있다. 이로 인한 고객이탈, 불매운동 등 부작용이 야기되어 기업체 매출하락과 더 나아가 시장에서의 존망에 영향을 미치기도 한다. 따라서 본 연구에서는 온라인 게임 서비스에 대한 이용자들의 불만족 정도와 불만족을 어떻게 표현하는지를 파악하여 온라인 게임업체의 서비스 회복에 대한 전략을 제시하고자 한다.

• 한국엔터테인먼트산업학회논문지
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• 제15권6호
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• pp.71-80
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• 2021

본 연구는 Kano모델을 이용하여 유소년 스포츠클럽의 서비스품질을 분류함에 따라 각 서비스품질의 특성과 이용고객들이 원하는 요구사항을 구체적으로 분석하는 데 목적이 있다. 이와 같은 목적을 달성하기 위해 서울과 경기지역의 유소년 스포츠클럽 10곳의 257명을 대상으로 설문조사를 실시하였으며, 자료 처리는 Microsoft Office Excel 2016 and SPSS 22.0을 사용하여 빈도분석, 요인분석, 신뢰도분석, Kano모델 품질분류, Timko의 고객만족계수산출, 잠재적 고객만족 개선지수(PCSI Index)를 산출하고 분석하였다. 이에 따른 본 연구의 결과는 다음과 같다. 첫째, 유소년 스포츠클럽 서비스품질요인들에 대한 각 항목들을 Kano모델을 사용하여 이원적 품질이론속성 방법으로 분류한 결과 유소년 스포츠클럽 서비스품질요인 22개 항목 모두에서 일원적품질요소로 나타났다. 둘째, 고객만족계수(CS-Coefficient) 산출결과 고객만족계수에서는 '강사의 친절한 응대'(0.81), '강사의 태도'(0.80), '체계적인 강습 프로그램 진행'(0.76), '프로그램의 다양성'(0.76) 순으로 나타났으며, 불만족계수는 '청결하고 쾌적한 시설'(-0.79), '강사의 태도'(-0.76), '강사의 친절한 응대'(-0.76), '주차시설의 편리성'(-0.73), '업무처리의 신속성'(-0.73) 순으로 나타났다. 셋째, 잠재적 고객만족 개선지수(PCSI Index)는 '강사의 태도', '강사의 친절한 응대', '청결하고 쾌적한 시설', '체계적인 강습 프로그램 진행' 순으로 순위가 나타났다.

• 대한가정학회지
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• 제38권12호
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• pp.85-99
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• 2000

The purpose of this study was to classify consumers barred on satisfaction with electronic commerce and to understand group differences in personal and behavioral characteristics. An on-line survey among hitel users was conducted from August 5th through 14th of 1999 and 678 replies were analyzed. This study identified four groups of consumers based on satisfaction with electronic commerce. They were 'the generally satisfied'. 'the generally dissatisfied', 'the satisfied with e-commerce while dissatisfied with the Internet', and 'the dissatisfied with e-commerce while satisfied with the Internet'. Demographic and behavioral characteristics of the four groups were significantly different. Implications on consumer education, consumer policy, and customer services of e-business were discussed.

• 한국병원경영학회지
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• 제14권4호
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• pp.88-102
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• 2009

This study aims at providing necessary informations to decide what services would be conducted preferentially in the hospital by limited resources. So this study revalued the customer's perception about the qualities of the hospital services by the Kano Model and examined the customer satisfaction coefficients suggested by Timko. The researcher conducted a survey from the patients of the 4 university hospitals in Incheon and southern Gyeonggi Province In 2008. The results of this study can be summarized as follows; It was found that the total 31 items are could be classified into 7 attractive quality elements, 22 one-dimensional quality elements and 2 indifferent quality elements, while the natural quality element wasn't found. The highest score element of the customer's satisfaction coefficients was identified as easy parking(0.69) and the lowest score item was the offer of the hospital newsletter and information about medical care(0.47). When the hospital service was not sufficient to the customer, the highest score element of the customer's dissatisfaction coefficients was proved the convenient ward and facilities(-0.75) and the lowest score item was the buses running to the entrance of the hospital(-0.32). Also it was found that the attractive quality elements appraised by the preceding study were revalued the one-dimensional quality elements. The reason was because the customer's expectation on the services was changed high, as time went by.

• 대한영양사협회학술지
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• 제13권1호
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• pp.15-29
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• 2007

This study was designed to : (a) investigate the present situations of a college union foodservice and suggest authority on establishing new college foodservice, (b) estimate the service quality attributes as perceived by students, (c) identify the effecting factor to customer satisfaction, and (d) formulate the plans and marketing strategies for the increasing usage rate of the foodservice in the future. The questionnaire that developed by interviewing student were conducted with 305 male and female students, who were registered for daytime classes. A total of 284 were usable and data was analyzed by the SPSS(ver. 11.0) for the descriptive analysis, factor analysis, reliability test, multiple regression analysis, t-test, and $x^2$. The decrease in the usage rate of college foodservice by the respondents were influenced most by the 'taste of meal' and next by the 'distance'. The service quality attributes of foodservice currently under operation were evaluated above the average only for the 'price' while evaluated generally to be in the lower level of the average or under for others. As the overall level of satisfaction with the college union foodservice, most of the respondents showed the 36% for the ‘dissatisfaction’ and dissatisfied at 54.4%. Two service quality dimensions,"food . sanitation . service" and "price and comfortable environment" were derived from factor analysis and the reasons for decreasing usage rate of the college foodservice both the nearly located group from college union foodservice(NG) and the far away located group from college union foodservie(FG) indicated the ‘poor taste’ and the 'far distance', and the 'evaluation of students' dining room showed a low rating for the factor of "food . sanitation . service". "food . sanitation . service" was analyzed to have more influence to the overall customer satisfaction.

• 한국융합학회논문지
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• 제8권10호
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• pp.249-255
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• 2017

국내 관광업계는 대부분의 고객 만족도를 정량적인 설문조사에 의존한다. 하지만 고객의 설문 참여도가 지극히 저조하고, 불만족 요인에 대한 개선이 신속히 이루어지고 있지 못하고 있는 것이 사실이다. 본 연구에서는 고객 피드백 정보의 정확성과 분석 과정의 효율성을 높이기 위해 새로운 토픽맵 시스템을 제안하고, 그 실증적 효과성을 입증한다. 토픽맵 시스템은 기존의 설문시스템에서 획득한 일정기간의 정량자료와 실시간 SNS를 통해 수집된 정성적 자료를 텍스트 마이닝 및 온톨로지 기법을 활용하여 대량의 고객 피드백 자료를 분석하는 시스템으로써, 분석된 불만요인에 대하여 토픽맵 시스템으로 실시간 개선점을 제공하고 그 이후의 효과 또한 실시간으로 모니터링할 수 있는 고객만족도 평가 방식 시스템이라 할 수 있다. 이로써 개선요소의 정교한 우선순위를 제공하고, PDCA 환류시스템으로서의 품질관리가 가능해진다. 또한 조사기간 및 비용이 대폭 단축되고, 기존 방식에 비해 훨씬 정확한 대응이 가능하게 되어 진다. 실제 적용사례로써 국내 최대 규모의 H여행사에 적용하여 제안 시스템의 정확성과 효율성을 입증한다.

• 한국프랜차이즈경영연구
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• 제4권1호
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• pp.55-71
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• 2013

본 연구에서는 프랜차이즈 조직에 있어서 교육훈련 프로그램 운영에 따른 만족/ 불만족이 신협조직의 성과에 어떠한 영향을 미치고 있는가에 대해 분석하고자 하였다. 이를 위해서 교육훈련 프로그램변수에는 동기유발, 역할지각, 고객지향성을 독립변수로 하고, 만족/불만족을 매개변수로 하였으며, 종속변수로 설정한 성과에는 영업능력향상, 직무만족, 장기근무의지를 지정하여 SPSS/PC+ 통계프로그램을 이용하여 통계처리 하였다. 그 결과 교육훈련 프로그램의 만족이 장기근속에 가장 큰 정(+)의 영향을 미치는 것으로 나타났다. 따라서 우리사회에서 생활편의를 제공하는 프랜차이즈의 장기적 성장을 위해서는 알차고 내용이 충실한 교육훈련 프로그램을 개발하고 지속적으로 실행함이 무엇보다 중요하다는 사실을 발견하였다. 이러한 연구의 결과를 얻기 위한 논문의 체계는 I장 서론에서 문제의 제기와 연구의 목적을 들었고, II장 이론적 고찰에서는 교육훈련 프로그램의 내용 및 기대요인 즉, 동기유발, 역할지각, 고객지향성을 살펴보았고, III장에서는 연구의 방법으로 연구의 모형과 가설을 설정하였으며, 또한 실증조사의 설계와 자료분석방법을 제시하였다. IV장에서는 실증분석으로 측정도구의 검증과 상관관계분석, 신뢰성 검증을 실시하였으며, 가설을 검증한 후 V장에서 결론을 맺었다.

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2004년도 춘계공동학술대회 논문집
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• pp.75-80
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• 2004

The study analyzes about brand image's effect and change when customers purchase product. Purpose of this study suggests how to influence that brand image come up to product purchase to cosmetic customer . Consumers compare with product and trademark when they select product. Consumers evaluate dissatisfaction and satisfaction about goods that they choose through comparison and analysis. Find the factor that decides consumer's choice. Give weight by the scores of each factor's relative importance. The purpose of this study is find various requirement of consumers and present efficient marketing activity through theoretical verification and actual proof analysis .

• 유통과학연구
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• 제13권2호
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• 대한안전경영과학회지
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• 제24권4호
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.