• Asia Marketing Journal
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• 제16권1호
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• pp.195-214
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• 2014

Many oil refinery companies have been proactively carried out marketing activities to survive in highly intensified service station industry. In 2012, SK Energy ranked number one in three customer satisfaction surveys (NCSI, KCSI, and KS-SQI). SK Energy's success is in its differentiated customer satisfaction business strategy. SK Energy has been implementing various marketing activities. As a part of the activities, it issued an affinity credit card with on spot discount privilege for the first time in the oil refinery industry. SK Energy also issued EnClean bonus card for OK Cashbag points that can be used for discounts at the service stations. On top of all, SK Energy generated point value-up with '3K Exclusive Privilege' program. In addition, team 'CS 119' was formed to noticeably improve the service. 'CS 119' visited each service station, diagnosed its CS service level then provided customized field training for improvement. Long-termimplementation of 'ACE Program', a field-base CS monitoring system, regularly checked customer satisfaction level. 'ACE Program' has significantly contributed improving SK Service Station's service quality and customer satisfaction. This case reviews customer satisfaction marketing activities SK Energy carried out. The focus is on distinctive factors that distinguish SK Energy's customer satisfaction marketing activities from competitors.

• 통상정보연구
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• 제8권1호
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• pp.325-336
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• 2006

This paper examines the global supply chain management strategy and business performance of Doolee Vision Co. Ltd.. Based on the analysis of eighty-seven cases, the following results were found. First, it was found that just-in-time of GSCM strategy of firm have a positive influences on the business performance in transformation sector. Second, just-in-time of GSCM strategy of firm have a positive influences on the business performance in custody sector. Third, just-in-time of GSCM strategy of firm have a positive influences on the business performance in order response and support sector. Forth, just-in-time of GSCM strategy of firm have a positive influences on the business performance in customs sector. Fifth, just-in-time of GSCM strategy of firm have a positive influences on the business performance in customer service sector. However, several limitations, such as measurement for intra-industry homogeneity, measurement for flexibility of global supply chain management strategy, and measurement for business performance of global supply chain management, that make the preceding conclusions be considered preliminary.

• 경영정보학연구
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• 제8권1호
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• pp.101-123
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• 2006

본 연구의 주요목적은 쇼핑몰사이트를 전문쇼핑몰과 종합쇼핑몰로 구분하고 각 쇼핑몰에서의 고객만족과 신뢰이후 고객애호도 형성프로세스를 규명하는 것이다. 기존 연구를 통해 연구모형과 그에 따른 연구가설을 수립하고 구조방정식 모형을 통해 관련된 가설을 검정하였다. 종합인터넷쇼핑몰과 전문인터넷쇼핑몰에서의 경로분석 결과의 차이를 분석하고 그에 따른 실무적 시사점을 모색했다. 인터넷 쇼핑몰의 형태에 관계없이 만족과 신뢰 형성이후 태도와 관계몰입을 통해서 고객애호도로 이어지는 관계마케팅적인 연결프로세스 관리가 매우 중요함을 알 수 있었다. 세부적으로는 고객 만족과 고객충성 및 고객만족과 태도의 프로세스 형성에 있어서 전문쇼핑사이트가 종합쇼핑사이트보다 고객애호도 형성프로세스에 보다 장기간의 노력과 투자가 요구됨을 확인할 수 있었다.

• 유통과학연구
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• 제16권3호
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• pp.69-77
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• 2018

Purpose - As more low cost carriers are introduced, the competition between the low cost carriers to become the nation's leading low cost carrier is also being intensified. The purpose of this study is to select various choice attributes for low cost carrier and figure out important factors that customers take into account for low cost carrier selection. The study also involves in establishing the relationship between perceived value, customer satisfaction, and customer behavior Intention, in an effort to identify choice attributes that are important to customers' low cost carrier. Research design, data, and methodology - To examine these research models, samples were collected from 247 peoples who visited In-Cheon international Airport during June, 2017. Results - The results of the study showed that, 'reservation service', 'airport service', 'in-flight service', and 'price' services have a significant effect on the perceived value of the choice attributes. While 'reservation service', 'airport service', 'in-flight service', and 'flight operation service' have a significant effect on the customer satisfaction of the choice attributes, perceived value has a significant effect on customer satisfaction. Perceived value has a significant effect on customer behavior intention. Finally, customer satisfaction has a significant effect on customer behavior intention. Conclusions - Flight operation service has no significant effect on perceived value of the choice attributes of low cost carriers, which indicates that the low cost carriers have not yet been well-established in the flight operation service sector. It seems likely that low cost carrier will be able to gain a competitive advantage over other companies if they expand their routes and improve the convenience of flight connections. In addition, the results show that the price service does not have a significant effect on customer satisfaction of the choice attributes of low cost carriers. From this, we may assume that the airline ticket prices of low cost carriers are already low, and the price cannot be a deciding factor in the competitive advantage of low cost carriers. To achieve higher customer satisfaction of the choice attributes, companies should strengthen the competitiveness of 'reservation service', 'airport service', 'in-flight service', and 'flight operation service'.

• 한국조리학회지
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• 제19권5호
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• pp.206-224
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• 2013

본 연구는 커피전문점 이용고객의 실질적인 장기적 몰입 상태인 반복적 이용의 형성 과정을 실증적으로 분석하기 위하여 수행되었다. 이를 위한 커피전문점에 대한 이용경험, 고객만족, 고객몰입, 반복적 이용 간의 인과관계를 분석하였으며, 연구표본은 수도권의 커피전문점을 주2회 이상 이용하는 고객들을 대상으로 하였으며, 표본 457부를 PASW 18.0과 AMOS 18.0을 이용하여 분석하였다. 분석 방법에 있어서는 신뢰성 및 타당성 검증, 탐색적 요인분석, 확인적 요인분석, 빈도분석, 구조방정식 모형검증, 매개효과분석을 실시하였다. 가설검증 결과 첫째, 커피전문점에 대한 이용경험 중 이용환경, 가격공정성, 커피상품품질이 고객만족에 유의한 정의 영향이 있었으며, 둘째, 고객만족은 고객몰입과 반복적 이용에 각각 유의한 정의 영향이 있었다. 셋째, 고객만족과 반복적 이용 간에도 고객몰입의 매개효과가 있는 것으로 나타났다. 이상의 가설검증결과를 바탕으로 커피전문점 이용고객들의 반복적 이용을 형성시키기 위한 관리적 시사점으로 커피전문점에 대한 이용경험의 제고전략과 고객몰입제고 전략을 제시하였다.

• 대한영양사협회학술지
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• 제8권4호
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• pp.398-407
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• 2002

This study is for confirming and finding which kinds of parameter is on Service Quality and Customer Loyalty of Foodservice Operation. For this, the purpose of the study is investigating the relationship between A Customer Loyalty and the factors which would affect it, relative influence-relation about meditate roles of influence-factors. A study model and several hypotheses were developed regarding the relationships. Moreover, after making a question sheet, based on the collected and analyzed 250 of them. The study model was analyzed with, SPSS 10.0 and AMOS 4.0 program. At first, when the quality of service is high, it directly affects Customer satisfaction. With the result from the study, it is prove that the service quality is very important. On the other hand, the service quality do not directly affect the Customer Loyalty. The second, when the value of service is high, it affects the customer-satisfaction. But, although the value of service is high, it doesn't directly affect the Customer Loyalty. So, it is clear that the value of Service on Foodservice Operations is the variable precedent of customer-satisfaction. The third, when the customer-satisfaction is high, customer loyalty is high. It is necessary to make the strategy about the management of Foodservice for keeping customer-satisfaction steadily. According to this study, the important variables are the value of service, the service quality and customer-satisfaction. With these results, we have to manage the factors for keeping the Customer Loyalty in Foodservice Operations.

• 한국산학기술학회논문지
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• 제12권8호
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• pp.3415-3420
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• 2011

고객만족도 수준이 높아질수록 만족고객의 비율이 높아지는 것은 당연한 현상이라 할 수 있는데, 실제 조사 측면에서는 만족응답으로의 쏠림현상이 두드러져, 데이터 분석의 구조적 한계와 함께 고객만족 개선안 도출의 유용성이 낮아지고 있다. 이러한 문제점을 해결하기 위해서는 만족고객을 재분류하여 보다 전략적인 의미를 도출하고 만족 고객의 불만족 요인을 찾아내기 위한 연구가 필요하다. 본 연구에서는 기존의 고객만족도 조사에서 사용한 단일차원이 아닌, 만족/불만족 2차원 모형을 적용하여 고객 재분류 방법을 제안하였다. 제안 모델을 적용한 결과 만족과 관련된 속성과 불만족에 관련된 속성이 별개이고, 만족요인과 불만족 요인의 역할과 기능이 다르게 작용하고 있음을 확인하였다. 이를 통해 고객 재분류를 통하여 고객 만족을 최대화하고 동시에 고객 불만족 발생을 억제할 수 있어서 궁극적으로 고객만족경영을 달성할 수 있는 가능성을 확인하였다.

• 유통과학연구
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• 제15권4호
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• 한국의류산업학회지
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• 제17권6호
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• pp.907-918
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• 2015

With the pervasiveness of digital environment and expansion of new media, ICT (Information and Communication Technology) leads the role of consumer to change from a passive customer into an active co-producer. As customer participation in the fashion industry increases, this study attempts to explore the cases of customer participation as a co-producer in fashion industry through analyzing business models of companies, including Threadless, Blank label, Cut on Your Bias, Acustom Apparel, Thinkgivers. The results show that customer participation is mainly facilitated through design participation in fashion industry, with different level of participation and IT as well as different contribution target. Compared to the past, consumer’s preference is reflected through participation before the stage of production. Results indicate three main characteristics of customer participation in fashion industry. First, value co-creations using customer experiences and understanding customer needs are important. Second, active online communication among customers are critical. Third, it is important to ensure customer’s own item. From a customer perspective, participation enables them to purchase their own distinctive product and offers exciting experience and satisfaction over the production processes, and compensation can be used to increase customer participation. On the other hand, companies using customer participation can take advantage of cost reduction in product development, inventory, and marketing. Customer participation, as a win-win strategy for business and consumer, is expected to expand further in the future with the development of ICT.

• Journal of Information Technology Applications and Management
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• 제21권4_spc호
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• pp.415-429
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• 2014

With the advent of smart devices, users are able to connect to each other through the Internet without the constraints of time and space. Because the Internet has become increasingly important to users in their everyday lives, reliance on it has grown. As a result, the number of web sites constantly increases and the competition between these sites becomes more intense. Even those sites that operate successfully struggle to establish new strategies for customer retention and customer development in order to survive. Many companies use various customer information in order to establish marketing strategies based on customer group segmentation A method commonly used to determine the customer groups of individual sites is to infer customer characteristics based on the customers' demographic information. However, such information cannot sufficiently represent the real characteristics of customers. For example, users who have similar demographic characteristics could nonetheless have different interests and, therefore, different buying needs. Hence, in this study, customers' interests are first identified through an analysis of their Internet news inquiry records. This information is then integrated in order to identify each web category. The study then analyzes the possibilities for the practical use of the proposed methodology through its application to actual Internet news inquiry records and web site browsing histories.