• Journal of Information Technology Applications and Management
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• v.10 no.1
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• pp.19-34
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• 2003

Identifying customer repurchase intention is very Important for the Internet shopping mall to activate CRM (customer relationship management) in B2C (Business to Customer) eCommerce. In this paper, the experienced buyer's repurchase intention Is analyzed by using the approach of customer segmentation. Total of 979 samples, which had already experience of Internet shopping, are analyzed to demonstrate that the degree of repurchase Intentions differs from each segmented group. The benefit segmentation is performed by identifying private benefits for which consumers can seek among 14 services. The results show that the different group has a significant difference in the repurchase Intention. The results of repurchase intention can lead to practical recommendations for CRM in B2C eCommerce.

• Journal of the Korea Safety Management & Science
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• v.14 no.2
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• pp.237-243
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• 2012

The more the satisfied customers increases in customer satisfaction survey, the more the company has difficultly in improving the customer satisfaction. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. To overcome these problems, it is necessary to develop a new method to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study focuses on the satisfied customer segmentation using Latent Class Analysis. The case study shows that the satisfied customers are divided into three subgroups using Latent Class Analysis and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey.

• IE interfaces
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• v.25 no.2
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• pp.229-240
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• 2012

Conventional research on customer relationship management(CRM) in general has focused on the effects of individual customer's satisfaction, retention and profit management. However, corporate customers are more profitable than individual customers because of high volume and frequent transactions between companies. In this article, a prototype for a corporate customer relationship management is developed in the postal service. First, the frequency and amount of customers' usage were examined, and thereby the corporate customer rating scheme was established to provide customized service. Second, five different types of usage patterns were determined using clustering analysis. In addition, we presented the rationales behind the five types of patterns. Third, RFM(recency, frequency, monetary) analysis was performed, and then action plans were developed to increase sales. Finally, the prototype software was developed to automatically perform the above analysis using MS Excel program.

• Journal of Korea Technology Innovation Society
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• v.7 no.3
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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.

• KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
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• v.27 no.2
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• pp.71-84
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• 2021

The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.

• Journal of Information Technology Applications and Management
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• v.30 no.4
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• pp.65-76
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• 2023

On social media, companies create brand experiences while customers actively seek, consume, and generate brand-related content. Customer engagement plays a vital role in the marketing performance of social media-driven brands. This study explores the positive relationship between brand authenticity, aligning brand identity with image, and self-brand connection, aligning brand identity with consumers' self-concepts, on customer engagement and its subsequent impact on brand loyalty. The study surveyed 243 consumers engaged with brand-related social media content, validating hypotheses using structural equation modeling. Results confirmed that brand authenticity and self-brand connection positively affect customer engagement, which, in turn, boosts brand loyalty. These findings highlight the importance of companies enhancing brand authenticity and self-brand connection to drive customer engagement, with theoretical and practical implications provided.

• Journal of the Korea Safety Management & Science
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• v.5 no.4
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• pp.131-145
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• 2003

A strategic plan for an immediate situation must be present in a business enterprise to deal actively and efficiently with the demand environment of new customer. The purpose of this paper is to provide research about the manufacturing strategy situations of the Korean manufacturing company. And this paper is a part of Modeling on Manufacturing Strategy. We emphasizes the importance of dynamism and complexity on the competitive environment, and classify the manufacturing strategy by trade-off model, cumulative model, sandcone model, strategic fit model, and competitiveness model.

• Journal of Navigation and Port Research
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• v.32 no.7
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• Journal of the Korean Operations Research and Management Science Society
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• v.39 no.3
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• pp.63-82
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• 2014

The main objective of this research is to investigate whether the RFM (recency-frequency-monetary value) information of a customer's redemption behavior of loyalty points can improve the prediction of future value of the customer. The conventional measurement of customer value has been primarily based on purchase transactions behavior although a customer's future behavior can be also influenced by other interactions between the customer and the firm such as redemption of rewards in a loyalty program. We theorize why a customer's redemption behavior can influence her future purchases and thereby the customer's total value based on operant learning theory, goal gradient hypothesis, and lock-in effect. Using a dataset from a major book store in Korea spanning three years between 2008 and 2010, we analyze both purchase transactions and redemption records of over 10,000 customers. The results show that the redemption-based RFM information does improve the prediction accuracy of the customer's future purchases. Based on this result, we also propose an improved estimate of customer lifetime value (CLV) by combining purchase transactions and loyalty points redemption data. Managerial implications will be also discussed for firms managing loyalty programs to maximize the total value customers.

• Proceedings of the Korea Database Society Conference
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• 1998.09a
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• pp.187-198
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• 1998

마케팅의 Fundamental\ulcorner 마케팅 : 제품구매와 관련된 소비자의 행위를 연구 마케팅의 역사 : Mass marketing $\longrightarrow$ Market segmentation $\longrightarrow$ Database marketing 소비자 이해와 관리를 위한 다양한 정보와 지식을 제공한다. DBM, Relationship marketing, Frequency marketing, Loyalty marketing, Program customer management, Direct marketing(중략)