• International Journal of Quality Innovation
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• 제4권2호
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• pp.32-49
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• 2003

The interest in on-line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e-service quality. In this empirical study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e-services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e-service that enables one to reserve and buy cinema tickets on-line. The main contribution of the study is its provision of evidence on how to interpret and improve customer satisfaction when designing e-services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e-service by taking into account customers' experiences with new technology.

• 한국도서관정보학회지
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• 제46권1호
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• pp.25-42
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• 2015

본 논문의 목적은 고객의 소리(Voice of the Customers: VOC)를 활용하여 고객만족서비스를 제공하는데 있다. VOC는 정보서비스를 제공하는 기관들에게 고객만족도 제고와 정보서비스 개선을 위한 의사결정에 영향을 미치는 중요한 정보이다. K연구원은 과학기술분야 정보서비스인 NDSL을 이용하는 고객들의 요구, 건의사항 등의 고객의 소리를 VOC통합관리시스템(VCMS)으로 관리하고 있다. 본 연구는 지난 25개월 간 VOC통합관리시스템에 축적된 VOC 1,738건을 분석하여 정보서비스 개선방안을 제안하였다. 본 논문의 결과는 도서관이나 정보센터가 VOC를 반영한 정보서비스를 제공하고자 할 경우 기초자료로 활용될 수 있을 것으로 기대된다.

• 한국IT서비스학회지
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• 제19권2호
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• pp.1-10
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• 2020

In this study, the structure model including the role of servicescape focusing on service participation and customer experience in theme park service is demonstrated empirically. The servicescape construct of theme park service includes three factors such as ambient atmosphere, functionality and layout, and sign, symbols etc. Customer service participation includes suggestion, passion and citizenship. And the emotional and convenience factors are included to customer experience. As an analysis result of examining the 241 respondents of university students, some implications were described. Customer satisfaction is greatly influenced by customer's participation in theme park service, and customer's participation has a significant effect on improving customer satisfaction by inducing customer experiences. It is desirable to consider servicescape priority in order of signs and symbols, ambient atmosphere, functionality and layout factor. The customer's participation in service is a passion for participation, citizenship, and suggesting for problems or improvements. Therefore, participants in planning and designing servicescape in the future, including IT services, should be creative in the direction of inducing various participations of customers and creating positive experiences for customers. In order to apply these findings to the composition of servicescape, the participation of various experts is required. Also, the expertise and competences of various fields must be gathered for each issues, and a more creative and scientific approach is required.

• 한국프랜차이즈경영연구
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• 제11권3호
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• pp.7-18
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• 2020

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

• 품질경영학회지
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• 제44권2호
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• pp.451-466
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• 2016

Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

• Asia pacific journal of information systems
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• 제29권2호
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• pp.203-216
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• 2019

There is an accuracy-diversity dilemma with personalized recommendation services. Some researchers believe that accurate recommendations might reinforce customer satisfaction. However, others claim that highly accurate recommendations and customer satisfaction are not always correlated. Thus, this study attempts to establish the causal factors that determine customer satisfaction with personalized recommendation services to reconcile these incompatible views. This paper employs statistical analyses of simulation to investigate an accuracy-diversity dilemma with personalized recommendation services. To this end, we develop a personalized recommendation system and measured accuracy, diversity, and customer satisfaction using a simulation method. The results show that accurate recommendations positively affected customer satisfaction, whereas diverse recommendations negatively affected customer satisfaction. Also, customer satisfaction was associated with the recommendation product size when neighborhood size was optimal in accuracy. Thus, these results offer insights into personalizing recommendation service providers. The providers must identify customers' preferences correctly and suggest more accurate recommendations. Furthermore, accuracy is not always improved as the number of product recommendation increases. Accordingly, providers must propose adequate number of product recommendation.

• 품질경영학회지
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• 제30권4호
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• pp.120-136
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• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.

• 한국의상디자인학회지
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• 제22권3호
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• pp.155-167
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• 2020

Despite accelerating market changes in the beauty service industry, there are still inadequate service education programs and a lack of objective data and research to develop systematic policies to strengthen competitiveness, thereby fostering the beauty service industry. Accordingly, this study will examine the factors that affect customer satisfaction in terms of customer touchpoints, hence uncovering what the beauty service needs to develop systematic customer service education programs. It aims to contribute to the improvement of beauty service quality by providing basic empirical data that is necessary to build service education programs and strengthen the touchpoint staffs' job competency. A total of 16 people, 8 male, and 8 female customers in their 30s and 40s, who have ever used hair shop services in the metropolitan area, and 8 male and female hair designers and owners, were interviewed during a 9week period from October 31, 2017, through December 30, 2017. The data was analyzed as follows in order to measure service quality, SERVQUAL was revised and supplemented according to the purpose of this study, and a table for customer satisfaction factors was constructed. In addition, the results of the study were derived by classifying the relations among the customer satisfaction factors with respect to the interviews. The results show that the price of hardware, the location of the store, and hair designers' ability, which are the direct components of customer satisfaction, have a great influence on the customer satisfaction considered when selecting the beauty services (hair shops). In addition, it can be seen that human services including human-ware, which are accompanying services make up a high proportion considering customer satisfaction factors.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 International Conference
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• pp.141-146
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• 2007

The importance of the net-based customer service in delivering supplementary after-sale services associated with product has been well documented. The strategic advantages of a well-implemented the net-based customer service are enhanced customer loyalty and higher lock-in of customers, and the resulting reduction in competition and the consequent increase in profits. However, not all customers utilize such the net-based customer service. This is partly due to the e-commerce divide, and partly due to privacy and security concerns of the customer for sharing personal information with firms. The limited level of customer adoption of the net-based customer service affects the firm profits and the customers' welfare. We use a game-theoretic model in which we model the net-based customer service system as a mechanism to enhance customers' loyalty. We find that an increase in adoption of the net-based customer service by the customer base is not always desirable for firms. and that customers who utilize such services are better off only when the overall adoption is limited.

• 한국IT서비스학회지
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• 제22권5호
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• pp.17-30
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• 2023

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.