• 스마트미디어저널
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• 제12권5호
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• pp.9-16
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• 2023

In the recommendation system of the credit card company, it is necessary to understand the customer patterns to predict a customer's next merchant based on their histories. The data we want to model is much more complex and there are various patterns that customers choose. In such a situation, it is necessary to use an effective model that not only shows the relevance of the merchants, but also the relevance of the customers relative to these merchants. The proposed model aims to predict the next merchant for the customer. To improve prediction performance, we propose a novel model, called Customer-based Recommendation Model (CRM), to produce a more efficient representation of customers. For the next merchant recommendation system, we use a synthetic credit card usage dataset, BC'17. To demonstrate the applicability of the proposed model, we also apply it to the next item recommendation with another real-world transaction dataset, IJCAI'16.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.291-309
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was developed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• 한국생활과학회지
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• 제14권6호
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• pp.1017-1025
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• 2005

The purpose of this paper was to investigate the relationship between customer orientation and sales training. Data were obtained from 297 apparel salespeople working at six department stores in Daegu. Statistics used for data analysis were frequency, factor analysis, correlation, and t-test. The respondents were classified into 3 groups; high, medium, and low customer-oriented groups based on the mean score of customer orientation, and the high and the low were compared in training contents and educational methods. Based on factor analysis, four factors were extracted from 27 items of training content. Two of four factors were significantly correlated with customer orientation. The regression analysis showed that customer service and duration of work had significant effects on customer orientation. Also, the results were found that there were significant differences between the high and the low customer-oriented group in training contents which salespeople want to have in the future. However, there were not significant differences between the two groups in educational methods.

• 품질경영학회지
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• 제38권2호
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• pp.248-260
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (;must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• 지능정보연구
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• 제4권1호
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• pp.115-131
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• 1998

Customer service process is one of the most important processes in today's competitive business environment. Among the various activities of customer service process, equipment malfunction diagnosis activity should be performed fast and accurately. When a customer calls the service center and reports the observed symptoms, he/she describes them in layman's terms. Therefore, the customer-reported symptoms have not been considered helpful information for service representatives. However, in order to perform diagnosis activity fast and accurately, we need to make use of the customer-reported symptoms actively. In this research, we developed three systems called R-EMD (Rule-based Equipment Malfunction Diagnostic system), C-EMD (Case-based Equipment Malfunction Diagnostic system) and R&C-EMD (Rule & Case-based Equipment Malfunction Diagnostic system), each of which diagnoses equipment malfunctions using the customer-reported symptoms. R&C-EMD is a hybrid system that utilizes both rule-based and case-based technologies. The diagnosis rules used in R&C-EMD and R-EMD were not acquired from service manuals or interviews with service representatives. Rater, we extracted them directly from the past diagnosis cases based on symptoms' frequencies. By this way, we were able to overcome the knowledge acquisition bottleneck. Using the real 100 malfunction diagnosis cases, we evaluated the performances of R&C-EMC, R-EMD and C-EMD in terms of speed and accuracy. In diagnosis time, R&C-EMD took longer than R-EMD and shorter than C-EMD. However, R&C-EMC was the best in accuracy.

• 무역학회지
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• 제43권3호
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• pp.27-46
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• 2018

본 연구의 목적은 글로벌 프랜차이즈 커피전문점을 이용하는 베트남 소비자들을 대상으로 베트남에 있는 국내·외 프랜차이즈 커피전문점 이용현황을 규명하고, 프랜차이즈 커피전문점의 서비스품질과 고객자산이 고객만족, 고객신뢰, 고객 충성도에 어떠한 영향을 미치는지 살펴보고자 하였다. 구체적인 연구결과는 다음과 같다. 첫째, 서비스 품질이 고객만족 및 고객신뢰에 긍정적 영향을 미치는 것으로 나타났다. 둘째, 관계자산은 고객만족과 고객신뢰에 긍정적 영향을 미치는 것으로 나타났으며, 브랜드자산은 고객만족에 긍정적 영향을 미치지만 고객신뢰에 영향을 미치지 않는 것으로 나타났다. 셋째, 고객신뢰는 고객만족과 고객충성도에 모두 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객충성도에 긍정적 영향을 미친다고 나타났다. 본 연구는 이러한 실증분석결과를 바탕으로 하여 연구의 시사점 및 한계점을 제시하였다.

• International Journal of Quality Innovation
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• 제4권2호
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• pp.101-122
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• 2003

With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

• 품질경영학회지
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• 제46권3호
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• pp.695-706
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• 2018

Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility. ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer-oriented management since its establishment in 1971. Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer-oriented management of ENEX and interpreted their findings. Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers. Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.

• 한국조리학회지
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• 제17권2호
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• pp.35-50
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• 2011

연구의 목적은 서울 시내 공기업 호텔 레스토랑 고객을 대상으로 고객만족 및 고객충성도에 대한 실증연구를 하였다. 본 연구는 이론적인 배경과 실증연구를 바탕으로 공기업호텔의 서비스 품질이 고객만족 및 고객충성도의 결과에 따라 경영활성화를 모색하고자 한다. 실증자료는 요인 분석, 신뢰도분석 및 회귀분석을 SPSS 12.0으로 분석하였다. 본연구의 결과는 제품 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났고 종업원 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났다. 또한 고객관리 서비스 고객만족에 대한 영향을 미치는 것으로 나타났으며, 이용시설 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객 충성도에 영향을 미치는 것으로 나타났다.

• Journal of information and communication convergence engineering
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• 제3권4호
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• pp.209-212
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• 2005

This study proposes hybrid case-based reasoning and genetic algorithms model for customer classification. In this study, vertical and horizontal dimensions of the research data are reduced through integrated feature and instance selection process using genetic algorithms. We applied the proposed model to customer classification model which utilizes customers' demographic characteristics as inputs to predict their buying behavior for the specific product. Experimental results show that the proposed model may improve the classification accuracy and outperform various optimization models of typical CBR system.