• Proceedings of the KIEE Conference
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• 2003.07a
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• pp.142-144
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• 2003

Recently, the bidding between generating company and transmission company have been accomplished according to restructure of power system industry. And the bidding will develop to TWBP (Two-Way Bidding Pool)type. In this way, it will be important issue on optimum reliability maintenance of the power supply. Thus, in this paper illustrate to customer survey result for the interruption cost analysis. Actually the domestic customer survey is performed on 300 samples. Then the points at customer survey and direction are presented in this paper. Customer is divided into 5 types, total response of customer survey was 22 percent. Furthermore domestic customer survey result characteristics will be use for the basis data of the large scale customer survey.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.10
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• pp.1792-1796
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• 2010

In this paper, the survey results of the interruption on domestic residential customer with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the residential customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting residential customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.

• Journal of Electrical Engineering and Technology
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• v.1 no.4
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• pp.448-454
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• 2006

As the power industry moves towards open competition, a need has arisen for appropriate methodology to evaluate power system reliability by using customer Interruption costs. This paper presents an assessment of the interruption costs by industrial customer type in Korea using customer survey methodology. When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that evaluation by the customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate the interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.10
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• pp.1787-1791
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• 2010

This paper presents the survey results of the interruption on domestic customer, especially commercial, with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the commercial customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting commercial customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.

• Proceedings of the KIEE Conference
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• 2006.07a
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• pp.89-90
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• 2006

As the power industry moves towards open competition, there has been a call for methodology to evaluate power system reliability by using customer interruption costs. This paper presents an evaluation of interruption costs by industrial customer type in Korea using customer survey methodology When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that the evaluation by customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• Proceedings of the KIEE Conference
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• 2007.07a
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• pp.435-436
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• 2007

As the power industry moves towards open competition, there has been a call for methodology to evaluate power system reliability by using customer interruption costs. This paper presents an evaluation of interruption costs by industrial customer type in Korea using customer survey methodology. When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that the evaluation by customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• Proceedings of the KIEE Conference
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• 2002.11b
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• pp.259-261
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• 2002

KEPCO(Korea Electric Power Corporation) has been management alone before some time. However through the electrical industry reorganization generation and KPX(Korea Power Exchange) were separated on 2001. A marketing and distribution part will be separated in the future. While many problem for appear in future. how to management for power system network is important. unfortunallity, electrical power industry is starting point right now. Thus, detail data is incomplete for this field and detail research for this field is required with distribution reorganazation. In this paper suggest for customer interruption cost compute method to establish a standard. The standard is need to security operation of power system network. The customer interruption cost compute method necessity of customer interruption cost compute method is minimizing process for total cost. As final total cost compute through the interruption cost compute, we can recognize investment point exactly. We cited foreign survey questions, because exactly matched survey questions for in the country circumstance is not exist. And process to survey performance suggest after modify for match in the country circumstance. Survey questions that suggested fer this paper are classified five categories. This paper suggests to detail survey questions and survey method before survey and suggest to how to customer interruption compute when survey data is ensured. Moreover this paper suggest to average interruption cost compute for residential customer using statistical method.

• Journal of the Korea Safety Management & Science
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• v.24 no.4
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.7
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• pp.255-264
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• 2021

The purpose of this study is to analyze the role of customer value and customer trust as a mediator of flexibility influence on customer retention. The study applies SEM tools with WarpPLS analysis and translates customer value and customer trust as mediation. This study was organized into three parts: exploratory research, descriptive research, and explanatory research. The quantitative approach in this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a research instrument in the form of a questionnaire. The survey was conducted by distributing questionnaires to respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis. Flexibility is very influential in increasing customer retention so to develop customer retention, it is necessary to increase flexibility, customer value, and customer trust. The novelty in this research lies in identifying the role and position of customer value and customer trust as mediation that affect customer retention.

• Journal of Fashion Business
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• v.18 no.3
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• pp.45-58
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• 2014

The purpose of this study is to identify how to improve the quality of department store's sales associates for customer loyalty. This study examines the importance of sales associates' education, skills, and customer service towards customer loyalty. The questionnaire survey was conducted to collect data from 220 clothing sales associates working in department stores. This survey was paper-based. The participants were asked about the questionnaires; sales associates' education, sales associates' ability, customer service, and customer loyalty. General demographic characteristic of participants in the study are as follows; females (72.27%) participated the survey more than males (27.73%). With the age ranging from early 20s to over 40s, most people who took the survey ranged from early 30's to mid 30's with 33.64%. The result indicated that sales associates' education, and customer service skills were significantly corelated to each other. Sales associates' education had no co relation to customer loyalty. In applying the research findings, department stores can design their training contents to offer better training quality. Education of sales associates can be focused by providing various training contents, exercise, effective options, along with the opportunity to improve the qualities of training.