• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.4
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• pp.74-92
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• 2023

The computer system validation consulting industry is growing as domestic GMP companies' overseas exports or advancements increase, and computer system validation has been mandatory in Korea since the 2010s, but domestic CSV consulting companies are small in size and have a short history, revealing many shortcomings in terms of service quality and customer satisfaction when conducting consulting. Research related to consulting has been mainly focused on management consulting and IT consulting, and research related to computer system validation is very insufficient. This study confirmed the effect of consultant competency and service quality on consulting performance, customer satisfaction, and intention to renew contract when performing computer system validation through empirical research on food, pharmaceutical, cosmetics, and medical device companies, which are representative companies in the GMP industry. As a result, it was confirmed that consultant competency and service quality had a significant effect on consulting performance, customer satisfaction, and intention to renew contract. In addition, it was confirmed that the reputation and expertise of consulting companies had a moderating effect on the relationship between consultant competency and consulting performance.

• The Korean Journal of Health Service Management
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• v.13 no.2
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• pp.27-38
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• 2019

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.

• Journal of Korean Society for Quality Management
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• v.36 no.3
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• pp.87-101
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• 2008

This paper studied the determinants affected the gamer's flow and communication on personal factors and environmental factors. The study deeply researched on the influence of flow and communication on customer loyalty, comparing korean gamer's behavior with chinese ones as research objects. As a result for this study, on-line game with high customer loyalty are considered as the more successful ones, resulted in korean gamers more influential on customer loyalty than chinese gamers, and suggested the strategic directions for online game developers and services.

• Journal of Industrial Technology
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• v.37 no.1
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• pp.5-11
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• 2017

The purpose of this research is to propose an efficient loop line operation plan for customer transportation in a new theme park. Based on the expected customer arrivals, customer loading/unloading methods, and scheduled/non-scheduled departure schemes, movement time between stations etc., we have performed indepth analyses and derived the best optimal policy. Our results show that, over all, the operation with separate loading/unloading doors and scheduled departure is preferred to the other options. We then derived the optimal number of trains and cars meeting minimal customer unsatisfaction with low cost for each season.

• Journal of the Korean Operations Research and Management Science Society
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• v.27 no.4
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• pp.149-165
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• 2002

This study establishes key factors on ISM (Internet Shopping Mall) performance in Korea. The four factors are derived from the relevant literature and clarified the concept of ISM characteristics, customer characteristics, ISM evaluation level. and perceived risks by distinguishing between its components and determinants. ISM performance indicators were derived from the previous studios classifying by ISM attitude and ISM usage. We examine on the impact of ISM characteristics and customer characteristics on the ISM evaluation level, then its level and perceived risks on the ISM performance. Hypotheses on four factors of ISM performance were tested for 172 respondents. Results indicate that four factors may partially serve as key predictors on ISM performance. ISM characteristics and customer characteristics was found to be positively influenced on ISM evaluation level, and its level also positively affected on ISM performance while perceived risks negatively affected on ISM performance.

• Journal of Distribution Science
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• v.4 no.2
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• pp.65-80
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• 2006

This study is an empirically validation of existing theories into the department store context. This study investigated the effects of perceived quality and customer value(utilitarian value and hedonic value) to customer satisfaction on the basis of previous studies. The data was analyzed by reliability, factor analysis and regression analysis using SPSS program. The results suggest that perceived quality had positive effects on utilitarian value, hedonic value and customer satisfaction, utilitarian value and hedonic value had positive effects on customer satisfaction. These findings also provide implications for the marketing strategy in department store context. However, this empirical study has limitations that can be addressed in the future research.

• Transactions of the Korean Society of Automotive Engineers
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• v.25 no.3
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• pp.344-349
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• 2017

Suspension noise from under a passenger car is one of the important factors that impact the perceptual quality for drivers. However, it is difficult to validate this by component level testing in the early stage of development, because suspension noise caused by interaction of the related parts has been found at saleable vehicles late during development or at the manufacturing stage, when many customers have already filed for claims. This study proposed a validation testing under research by the DFSS process that enables reproduction of vehicle level noise by component level testing using a shock absorber with the related parts, such as urethane bumper and top mount. This study also developed a compromised test matrix while analyzing the noise factors through experimental design and analysis of variance to determine what factors can affect noise. Based on this study, we expect that the vehicle level and customer claim can be validated during initial development timing by a more reliable component noise validation test.

• Journal of the Korean Society for Precision Engineering
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• v.28 no.11
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• pp.1309-1315
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• 2011

The design process for obtaining the reliable steeraxle casting beam of fork lift truck is studied in this paper, as the casting beam is major component of steeraxle which has a steering function at driving. In this study, the driving mode and damage pattern of casting beam which could be occurred from the customer site were analyzed and it established the design process to predict the fatigue life by FEA(Finite Element Analysis) so that the reliability of steeraxle casting beam could be verified at DVT(Design Validation Test) mode. This paper provides guidance on the process of designing the reliable steeraxle casting beam at the initial design stage and also, provides guidance on the process of solving the problem when the failure is occurred in the field.

• Journal of Information Technology Applications and Management
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• v.30 no.6
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• pp.53-68
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• 2023

Through the COVID-19 pandemic, the demand for non-face-to-face communication systems has surged, leading to an increased prevalence of virtual interactions across various domains, such as tasks, meetings, orders and deliveries, and even student education. Against this backdrop, interest in the metaverse platform has been on the rise, with metaverse services like Zepeto, Roblox, and Minecraft expanding beyond gaming to encompass educational fields as well. This study aims to identify authenticity factors influencing metaverse platform-based educational services and examine their impact. The authenticity components are defined as integrity, empathy, interactivity, presence, and uniqueness. The study investigates the effects of these authenticity components on both service value and service satisfaction. To achieve this, a survey involving 320 metaverse users was conducted, and the model was subjected to statistical validation. The findings of this research underscore that perceiving metaverse education services, still in the early stages of introduction, as authentic educational methods for learners positively influences satisfaction with the educational service.This study holds significance as it lays the theoretical groundwork for enhancing the authenticity of educational services in virtual space. It defines and proposes authenticity elements for customer satisfaction in metaverse educational services, which are still in their nascent stages. Moving forward, it is anticipated that various studies will be conducted to enhance the value of metaverse education services and achieve higher customer satisfaction as customer experiences evolve and deepen.

• The Journal of Information Systems
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• v.24 no.3
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• pp.47-74
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• 2015

Purpose By participating in the business ecosystems, customers make both positive and negative impacts in the ecosystem. In particular, users of platform businesses participate in the business ecosystem as partial employees who voluntarily create and manage content. According to the organizational behavior literature, employees' psychological ownership toward the organization has an influence on the organizational competitiveness. Thus, with an assumption that customers gain psychological ownership toward the business that they participate in, it is important to analyze the process and the factors that influence their psychological ownership. This study proposes a research model that describes the process: customers undertake customer socialization, which then lead them to participate in the business-level and the business ecosystem-level activities. Through the participation, customers gain psychological ownership toward the business. Design/methodology/approach Based on a structural equation model, this study analyzes the data regarding the factors in the research model. Data was collected by surveying college students who represent themselves as Facebook and DaumKakao users. By analyzing the collected data, the relationships are validated between customer socialization and customer participations (i.e., both business-level and business ecosystem-level participation), and between the participations and customers' psychological ownership. Findings Based on the validation, this study confirms the importance of managing customers' psychological ownership and offers customers' participation by their socialization as a solution for increasing customers' psychological ownership. Also, this study proposes the business ecosystem research model as the general research framework for future research and expands the scope of strategic management from the individual level strategy to the business ecosystem wide perspective.