• 산업기술연구
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• 제22권B호
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• pp.89-93
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• 2002

When testing products before shipment to the customer, quality characteristics are measured to decide whether or not their values are between the specification limits. Unfortunately, this testing procedure can lead to incorrect decisions because of gauge error. That is, good products can erroneously be qualified as bad, and bad products as good, and this has consequences for producer's and consumer's risk. In cases of such as this, the compressed gauge limit can be used to achieve the desired product quality level dictated by the manufacturer or the customer. A compressed gauge limit is a limit set by the manufacturer on a test gauge that is tighter than the specification limit established by the customer. The compressed gauge limits should be set at levels to achieve the defect levels desired by the customer and simultaneously minimize the loss of good product that is rejected due to errors in the gauges. In this article, the models for determining the defect levels and the losses obtained by adding compressed gauge limits will be developed. A response surface model approach is utilized which allows an optimal operating condition to be generated relatively easily.

• 경영정보학연구
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• 제12권2호
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• pp.75-88
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• 2010

정보기술의 발전과 더불어 기업과 고객간의 대부분의 정보가 축적되면서 기업은 거래고객의 자세한 정보를 활용하여 차별화된 마케팅을 제공할 수 있다. 본 연구는 기업이 제공하는 마케팅 전략을 보다 효과적으로 실행하기 위해 고객을 세분화하고, 세분화된 고객집단별 마케팅 프로모션에 대한 반응을 예측하는 모형을 제시하였다. 고객세분화에는 데이터마이닝 기법 중 SOM(Self-organizing Map)을 적용하였으며, 세분화된 집단별 프로모션 반응예측에는 로짓모형, 신경망 등의 단일모형과 k-최근접이웃법을 이용한 단일모형들의 통합모형을 적용하였다. 제시된 방법론으로 기업은 프로모션에 대한 고객반응을 예측할 뿐만 아니라 프로모션에 대한 반응을 쉽게 예측할 수 있는 고객집단과 반응예측이 어려운 고객집단으로 구분하여 프로모션의 효과를 극대화하고 각 집단에 맞는 프로모션 전략을 수립할 수 있다.

• 산업경영시스템학회지
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• 제43권4호
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• pp.93-106
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• 2020

This research explores how imported automobile companies can develop their strategies to improve the outcome of their recalls. For this, the researchers analyzed patterns of recall demand, classified recall types based on the demand patterns and examined response strategies, considering plans on how to procure parts and induce customers to visit workshops, recall execution capacity and costs. As a result, recalls are classified into four types: U-type, reverse U-type, L- type and reverse L-type. Also, as determinants of the types, the following factors are further categorized into four types and 12 sub-types of recalls: the height of maximum demand, which indicates the volatility of recall demand; the number of peaks, which are the patterns of demand variations; and the tail length of the demand curve, which indicates the speed of recalls. The classification resulted in the following: L-type, or customer-driven recall, is the most common type of recalls, taking up 25 out of the total 36 cases, followed by five U-type, four reverse L-type, and two reverse U-type cases. Prior studies show that the types of recalls are determined by factors influencing recall execution rates: severity, the number of cars to be recalled, recall execution rate, government policies, time since model launch, and recall costs, etc. As a component demand forecast model for automobile recalls, this study estimated the ARIMA model. ARIMA models were shown in three models: ARIMA (1,0,0), ARIMA (0,0,1) and ARIMA (0,0,0). These all three ARIMA models appear to be significant for all recall patterns, indicating that the ARIMA model is very valid as a predictive model for car recall patterns. Based on the classification of recall types, we drew some strategic implications for recall response according to types of recalls. The conclusion section of this research suggests the implications for several aspects: how to improve the recall outcome (execution rate), customer satisfaction, brand image, recall costs, and response to the regulatory authority.

• 지능정보연구
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• 제21권1호
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• pp.29-45
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• 2015

고객반응 예측모형은 마케팅 프로모션을 제공할 목표고객을 효과적으로 선정할 수 있도록 하여 프로모션의 효과를 극대화 할 수 있도록 해준다. 오늘날과 같은 빅데이터 환경에서는 데이터 마이닝 기법을 적용하여 고객반응 예측모형을 구축하고 있으며 본 연구에서는 사례기반추론 기반의 고객반응 예측모형을 제시하였다. 일반적으로 사례기반추론 기반의 예측모형은 타 인공지능기법에 비해 성과가 낮다고 알려져 있으나 입력변수의 중요도에 따라 가중치를 상이하게 적용함으로써 예측성과를 향상시킬 수 있다. 본 연구에서는 프로모션에 대한 고객의 반응여부에 영향을 미치는 중요도에 따라 입력변수의 가중치를 산출하여 적용하였으며 동일한 가중치를 적용한 예측모형과의 성과를 비교하였다. 목욕세제 판매데이터를 사용하여 고객반응 예측모형을 개발하고 로짓모형의 계수를 적용하여 입력변수의 중요도에 따라 가중치를 산출하였다. 실증분석 결과 각 변수의 중요도에 기반하여 가중치를 적용한 예측모형이 동일한 가중치를 적용한 예측모형보다 높은 예측성과를 보여주었다. 또한 고객 반응예측 모형과 같이 실생활의 분류문제에서는 두 범주에 속하는 데이터의 수가 현격한 차이를 보이는 불균형 데이터가 대부분이다. 이러한 데이터의 불균형 문제는 기계학습 알고리즘의 성능을 저하시키는 요인으로 작용하며 본 연구에서 제안한 Weighted CBR이 불균형 환경에서도 안정적으로 적용할 수 있는지 검증하였다. 전체데이터에서 100개의 데이터를 무작위로 추출한 불균형 환경에서 100번 반복하여 예측성과를 비교해 본 결과 본 연구에서 제안한 Weighted CBR은 불균형 환경에서도 일관된 우수한 성과를 보여주었다.

• 한국항해학회지
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• 제23권3호
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• pp.75-89
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• 1999

The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

• 경영과정보연구
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• 제15권
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• 품질경영학회지
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• 제47권3호
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• pp.615-630
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• 2019

Purpose: Based on the theory of "Stimulus-Organism-Response" (S-O-R), this thesis takes customer forgiveness as a medium variable to explore the impact of merchant service remedy on customer behavior intention in the context of online shopping service failure. This thesis divides the merchant service remedy into two dimensions: spiritual recovery and material recovery, and reveals the influence difference of different merchant service remedy methods on customer behavior intention and the mediating role of customer forgiveness. Methods : 325 questionnaires were distributed and 307 valid questionnaires were collected for data analysis. The relationship between potential variables is proposed by using Structural Equations Modeling. Results : The two dimensions of service recovery have significant positive impact on customer forgiveness, and physical recovery has greater impact on customer forgiveness. In the influence of physical recovery on customer behavior intention, customer forgiveness is a partial mediating effect. However, in the influence of spiritual recovery on customer behavior intention, customer forgiveness is a complete mediating effect. Conclusion : In case of service faults, merchants should take the initiative to provide appropriate physical recovery and provide spiritual recovery sincerely and patiently. Only in this way can they regain good impression in the hearts of consumers and promote them to improve the quality of service recovery, so as to increase their willingness to repurchase Intention and positive word of mouth.

• 한국지역사회생활과학회지
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• 제11권1호
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• pp.9-18
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• 2000

The purposed of the study was to assess customer satisfaction concerning foodservice quality characteristics by using developed DINESERV model for university employee foodservices. Specially, it was intended to develop the tool which assesses the differences between customer importance and perceptions of customer with actual foodservice delivery by university employee foodservices. Questionnaires were distributed to 300 un9iversity employees. Total 230 university employees responded with a usable response rate of 67.7%. Statistical data analysis was completed using SAS programs for descriptive analysis and t-test. The results of the study are as follows: 1) Employees´first choice was distance when they select foodserveices. They answered their preference as the first factor when they order menu in the foodservices. The first complain factor concerning university foodservices was the taste of food. 2) Customers did not satisfied with the foodservice quality of university employee foodservices. Importance mean score of service quality was 3.81 out of 5 but percption mean score of service quality was 3.10. Importance mean score of food quality was 4.11 out of 5 but perception mean score of food quality was 2.96. 3) Customers´satisfaction of service quality by dimensions were as following order: assurance > reliability > responsiveness > empathy > tangibles. And customers´satisfaction of food quality by dimensions were as following order: nutrition > food > price > sanitation. There were no significant difference about customer satisfaction between contracted management and self-operated.

• 유통과학연구
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• 제21권3호
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• pp.83-92
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• 2023

Purpose: An omnichannel strategy creates a consistent brand image and customer experience across all channels, making it easier for customers to interact with a business and share information. This research aimed to investigated the relationship between consumers' information-sharing intention and their omnichannel experiences. Research design, data, and methodology: Through an online survey conducted in Vietnam, the study obtained 915 responses. The study used Partial Least Square Structural Equation Modeling (PLS-SEM) to analyze research data and confirm proposed research hypotheses. Results: Research results indicated that information-sharing intention is affected by both online and offline customer experience, and at the same time, the study also confirmed that omnichannel's three characteristics (integration, individualization, interaction) positively impact on customer experience. Conclusions: From the research result, businesses may boost consumer trust and loyalty with the help of an omnichannel approach, which in turn increases customers' propensity to provide personally identifying information to the firm. One way to do this is to facilitate information exchange by delivering customized and relevant offers. Furthermore, companies show consumers the benefit of providing their data by utilizing it to enhance the customer experience.

• 디지털산업정보학회논문지
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• 제19권1호
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• pp.57-76
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• 2023

This study analyzes the factors and effects on the users' intention to switch from contact center-oriented to AI chatbot-oriented customer services by combining Push-Pull-Mooring Model and provides insights for companies considering the adoption of AI chatbots. To test the model, we surveyed users with experience using chatbots at least once across different age groups. Finally, we analyzed 176 cases for the analysis using IBM SPSS Statistics and SmartPLS 4.0. The results of hypotheses testing rejected the hypotheses for variables of inconsistent quality and low availability of push factors and low switching cost of mooring factor while accepting the hypotheses for the tardy response of push factors and all pull factors. Therefore, these findings provide important implications for researchers and practitioners who wish to conduct research or adopt AI chatbots. In conclusion, users do not feel inconvenienced by the contact center-oriented service but also perceive high trust and convenience with AI chatbot-oriented service. However, despite low switching costs, users consider chatbots a complementary tool rather than an alternative. So, companies adopting AI chatbots should consider what features the users expect from AI chatbots and facilitate these features when implementing AI chatbots.