• 기술혁신학회지
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• 제7권3호
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• pp.681-709
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• 2004

The purpose of this study is to classify customers by e-mail responsiveness on time-series analysis and testify the effectiveness of grouping by ROI analysis. Response recency, response frequency and Activity(RFA) of e-mailing systems are adapted for Customer segmentations. ROI analysis are consisted of open, click-through, duration time, personalization, conversion rate and email loyalty index of email systems. Major findings are as follows: RFA analysis is used for customer segmentations that is fundamental process of e-CRM applications. Customers can be grouped into loyal customers, odds customers, dormant customers, secession customers, and observation customers by RFA grouping. Loyal customer group has high point in all ROI index compared to other groups. These results indicated that customer responsiveness of e-mail systems were appropriate methods to group the customer with demographic variables. Therefore, effective e-mail marketing strategy of e-Biz should have suitable active DB and Behavior targeting is best approach to enforce the target e-mail marketing.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2005년도 추계학술대회
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• pp.45-60
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• 2005

The purpose of this study is to classify customer by e-mailing responsiveness on time-series analysis and testify the effectiveness of grouping by ROI analysis. Response recency, response frequency and Activity(RFA) of e-mailing systems were adapted for Customer segmentations. ROI analysis were consisted of open, click-through, duration time, personalization, conversion rate and email loyalty index of email systems. Major findings are as follows: RFA analysis is used for customer segmentations that is fundamental process of e-CRM applications. Customer segmentations were loyal customer, odds customer, dormant customer, secession customer and observation customer by RFA grouping. Loyal customer group has high point in all ROI index compared to other groups. These results indicated that customer responsiveness of e-mailing systems were appropriate methods to grouping the customer with demographic variables. Therefore, effective e-mailing marketing strategy of e-Biz have suitable active DB and Behavior targeting is best approach to enforcing the target e-mailing marketing.

• 전기학회논문지
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• 제59권10호
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• pp.1792-1796
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• 2010

In this paper, the survey results of the interruption on domestic residential customer with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the residential customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting residential customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.

• 전기학회논문지
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• 제59권10호
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• pp.1787-1791
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• 2010

This paper presents the survey results of the interruption on domestic customer, especially commercial, with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the commercial customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting commercial customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.

• 대한임상검사과학회지
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• 제45권4호
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• pp.188-192
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• 2013

This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.

• 지식경영연구
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• 제11권3호
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• pp.59-76
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• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

• 한국IT서비스학회지
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• 제9권4호
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• pp.71-94
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• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

• 한국조리학회지
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• 제17권2호
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• pp.35-50
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• 2011

연구의 목적은 서울 시내 공기업 호텔 레스토랑 고객을 대상으로 고객만족 및 고객충성도에 대한 실증연구를 하였다. 본 연구는 이론적인 배경과 실증연구를 바탕으로 공기업호텔의 서비스 품질이 고객만족 및 고객충성도의 결과에 따라 경영활성화를 모색하고자 한다. 실증자료는 요인 분석, 신뢰도분석 및 회귀분석을 SPSS 12.0으로 분석하였다. 본연구의 결과는 제품 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났고 종업원 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났다. 또한 고객관리 서비스 고객만족에 대한 영향을 미치는 것으로 나타났으며, 이용시설 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객 충성도에 영향을 미치는 것으로 나타났다.

• 산업경영시스템학회지
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• 제46권2호
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2005년도 추계학술대회 및 정기총회
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• pp.189-206
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• 2005

Much of work on network externality assumed network effects are dependent on the network size. Therefore, very little consideration is given to the view that marginal benefits from joining the network may not increase with the network size if consumer benefits come from the direct interaction with neighbors, namely local network. In this study, we used the agent-based simulation method to reexamine the effectiveness of the traditional network market strategy under the presence of the local network where two incompatible technologies compete. We found that the strategy of growing an initial customer base is not effective under the presence of the local network. Our study also showed that targeting customers based on their technology Preference is not as effective as targeting customers within the same local network. As a result, the focus of a network market strategy should be directed to taking advantage of the customer network.