• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.143-146
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• 2004

With the rapid growth of e-commerce, marketers are able to observe not only purchasing behavior on what and when customers purchased, but also the individual Web usage behavior that affect purchasing. The richness of this information has the potential to provide marketers with an in-depth understanding of customer. Using commonly available Web log data, this paper examines Web usage behaviors at the individual level. By decomposing the buying process into a pattern of visits and purchase conversion at each visit, we can better understand the relationship between Web usage behavior and purchase decision. This allows us to more accurately forecast a shopper's future purchase decision at the site and hence determine the value of individual customers to the siteAccording to our research, not only information seeking behavior but also visiting duration of a customer and participative behavior such as participation in event should be considered as important predicators of purchase decision of customer in a cosmetic internet shopping mall.

• 한국경영정보학회:학술대회논문집
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• 2007.11a
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• pp.527-532
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• 2007

Differentiation strategies have been suggested as the critical sources of competitive advantage in B2C industry where customers can switch internet shopping mall with one click with virtually no transaction cost. Indeed, competition on low pricing cannot be a viable strategy in B2C industry. Moreover, cultivating customer loyalty to attain profitability is still a challenging task for most internet shopping mall. In this study, we provide empirical analysis results on key managerial variables that indicate the difference between the product categories in terms of customer perception on relative value importance. We first identified comprehensive managerial variables and organized them in terms of customer decision stage. Next, with reference to extant literatures on product characteristics based e-commerce strategy, hypotheses are developed to formalize the customer value differences on the key managerial variables. Empirical testing results indicated that there are significant differences on customer perceived value of the key managerial variables between the product groups. The findings provide useful insight for further study on e-commerce differentiation strategy.

• Journal of Intelligence and Information Systems
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• v.9 no.1
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• pp.139-155
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• 2003

This paper presents the new methodology of analyzing and classifying patterns of customers in mobile telecommunication market to enhance the performance of predicting the credit information based on the decision tree and neural network. With the application of variance selection process from decision tree, the systemic process of defining input vector's value and the rule generation were developed. In point of customer management, this research analyzes current customers and produces the patterns of them so that the company can maintain good customer relationship and makes special management on the customer who has huh potential of getting out of contract in advance. The real implementation of proposed method shows that the predicted accuracy is higher than existing methods such as decision tree(CART, C4.5), regression, neural network and combined model(CART and NN).

• Journal of Korean Institute of Industrial Engineers
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• v.28 no.3
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• pp.274-282
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• 2002

This paper discusses a multi-dimensional analysis for Customer Relationship Management (CRM). For this, We propose a decision-making methodology which employs three analysis models. The first model is a three-dimension positioning map to derive a strategy which achieves the Process Value Line (PVL). The second model is the web-shape analysis model to visibly understand the individual based on the customer CSI (Customer Satisfactory Index) data. The third model which supports the web-shape analysis model, is the relative satisfactory analysis model. It considers a satisfaction level after purchasing against before purchasing. Then we perform overall analysis based on the three analysis models to provide marketing strategies to decision makers.

• Asian Journal of Business Environment
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• v.13 no.1
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• pp.9-19
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• 2023

Purpose: The purpose of this research paper is to explore what factors that affect customer purchase decisions in the online environment, particularly after the COVID-19 pandemic in the case of Vietnamese customers. Research Design, Data and Methodology: To clarify which factor has the most significant impacts on online purchasing decision-making process, this study proposed a research model including factors such as customer trust, proposensity to trust, system assurance, the quality of website design, attitude, and customer satisfaction. This study collected the data via online survey. Data analysis was conducted by AMOS 25.0 using the Structural Equation Modeling (SEM) method. Result: The results of this study shows that the purchase decisions were positively affected by customers' attitude, satisfaction, trust, and the quality of websites design. Additionally, factors such as perceived size and reputation and system assurance, have impacts on buyers' trust, while the propensity to trust has no significant impact. Conclusion: This study provides managerial implications. The results provide which factors should be improved to foster trust, attitude, customer satisfaction, and purchase decision in the online environment. The results also provide managerial implication on marketing strategies how to enhance better relationships with customers and to consider environmental issues in the era of post COVID-19.

• Journal of Construction Engineering and Project Management
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• v.4 no.4
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• pp.17-32
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• 2014

In a competitive business environment, like construction, achieving customer satisfaction has been identified as an important element for measuring project's success and sustaining competitive advantage. Traditionally, customers were expelled from the product development process. Little effort was done, in the past to identify the factors that lead to customer satisfaction and hence, use them for product improvement. Organizations that adopted that approach, encountered the risk of losing their customers. In construction, end-users of governmental housing projects were excluded from the design decision making process and accordingly, their requirements were not reflected in design. Although a number national customer satisfaction indices and barometers have been developed worldwide, they have their own limitations and shortcomings. This paper aims to develop an international index for customer satisfaction in the construction Industry. For the first time in construction literature, this research identified, validated and classified 45 drivers for achieving customer satisfaction in the construction industry.

• Proceedings of the IEEK Conference
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• 2008.06a
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• pp.1047-1048
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• 2008

The objective of this paper is to build a decision method of the shape quality for the stainless steel and ensure reducibility of working-load for next rolling process. The criterion of the shape quality is derived from the customer needs, and Automatic Shape Decision System is implemented in SPM (Skin Pass Mill). The methods of shape decision are based on curve fitting and frequency analysis and so on. The Field Test with concerned customers is successful. The performance of right decision is 99% and the claims from the customer have been largely reduced.

• Asia pacific journal of information systems
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• v.9 no.2
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• pp.133-150
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• 1999

With the increase of using internet in business, the gathering of customer information with real time process is emphasized more and more. This paper summarized the several characteristics of internet survey as a tool of gathering information of customer, and did empirical test for the effect of the design of cyber shopping mall on the customer's buying decision using internet survey. The survey result shows that the customer's buying decision in cyber shopping mall is affected by design factors such as multimedia and consistent framework of homepage. The survey also shows that as the intention of using cyber shopping mall is high, the more preference for navigation aid, and as the internet experience is long, the less preference for the animation and too much using of graphics.

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• Journal of Intelligence and Information Systems
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• v.15 no.3
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• pp.81-102
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• 2009

In this study, we investigated how to achieve differentiation for the ISM (Internet Shopping Mall) to improve profitability, which is required for survival in the fiercely competitive ISM industry. We analyzed implementation level key managerial factors that could contribute to the differentiation of the ISM. The research model is constructed through integration of two distinctive research streams of e-commerce. The one is B2C differentiation strategy research, most of which are conceptual and conducted at a strategy level, and the other is empirical research analyzing the antecedents of customer satisfaction at the ISM. This study is organized as follows. First, we draw upon transaction cost theory to organize constructs representing customer value associated with the customer buying decision process. Next, after reviewing comprehensive managerial factors that could impact on customer value, we selected 15 managerial factors that could contribute to the differentiation of the ISM to deliver value to customers. Finally, the resulting structural model is validated through empirical analyses. The results provide insights for future studies on ISM differentiation.