• Journal of the Korea Academia-Industrial cooperation Society
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• v.7 no.6
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• pp.1356-1363
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• 2006

The main objective of this research is an increased understanding of how a supplier can successfully manage its care business in the mobile telecommunications market. In order to carry out this purpose, Uzbekistanis mobile telecommunication market has been studied as a case study in this research. The study tried to identify the forces and the factors present in CRM, and the role of these in enhancing (endangering) business. The objective was to gain a better understanding of how customer could be successfully managed and treated through CRM system. Processes and measures of customer satisfaction and loyalty provide two main aspects of the study. The importance of the concept of care and the actions that define it were found to be critically important for creating loyal customers. The relation between customer's needs, satisfaction, and loyalty, and how these ultimately relate to a providing firm's profitability, were seen to be linked in complex ways. The complexity can be studied in many ways but herein the customer satisfaction-loyalty of each event was first evaluated separately. Customer satisfaction and loyalty were then related to each other in order to compare the separate and combined characteristics.

• Journal of Information Processing Systems
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• v.13 no.4
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• pp.778-804
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• 2017

Software today has become an inseparable part of our life. In order to achieve the ever demanding needs of customers, it has to rapidly evolve and include a number of changes. In this paper, our aim is to study the relationship of object oriented metrics with change proneness attribute of a class. Prediction models based on this study can help us in identifying change prone classes of a software. We can then focus our efforts on these change prone classes during testing to yield a better quality software. Previously, researchers have used statistical methods for predicting change prone classes. But machine learning methods are rarely used for identification of change prone classes. In our study, we evaluate and compare the performances of ten machine learning methods with the statistical method. This evaluation is based on two open source software systems developed in Java language. We also validated the developed prediction models using other software data set in the same domain (3D modelling). The performance of the predicted models was evaluated using receiver operating characteristic analysis. The results indicate that the machine learning methods are at par with the statistical method for prediction of change prone classes. Another analysis showed that the models constructed for a software can also be used to predict change prone nature of classes of another software in the same domain. This study would help developers in performing effective regression testing at low cost and effort. It will also help the developers to design an effective model that results in less change prone classes, hence better maintenance.

• Journal of Distribution Science
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• v.4 no.2
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• pp.107-122
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• 2006

Modern companies are trying to find out the core value of companies' competition to survive at the suddenly changing market by finding several kinds of consumption. This is also getting more serious in the case of the department stores and their mutual relationships are seen getting more warlike. On the occasion of the department stores, the reduction of the cost and the expansion of profits are the methods of short survival, however these have some danger that depreciate the quality level of the service produced to clients. Therefore, for the department stores, the establishment of strategic plans for the service can be said that the most important strategy of superior achievements of competitions. At this point, the purpose of this study is to abstract the service quality facts for the diversified customers' needs and find for possibilities of application at the service marketing strategy through an actual analysis by examining department stores in Chongju.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.5
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• pp.77-93
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• 2019

The purpose of this study is to investigate the effect of organizational brand internalization on organizational brand permanence. Specifically, organizational brand internalization influences customer orientation, brand attachment, and organizational brand permanence. Also, we examined the effect of brand attachment on the relationship between customer orientation and organizational brand permanence. As a result of empirical research, organizational brand internalization plays an important role in enhancing employee's attachment to brand and positively forming relationship with customers. In other words, as brand attachment increases, employees in the organization know and share customer's needs and provide core competencies for the organization's long-term development. Therefore, companies need to strengthen their internal brand power by organizing their brands into a single concept, and to realize organizational integration of employees based on them. Finally, this study suggested practical implications and future research directions from this perspective.

• Journal of Multimedia Information System
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• v.5 no.4
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• pp.283-290
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• 2018

Smarthome is one of the remarkable fields of the industrial revolution 4.0, which are popular in many countries such USA, EURO, Japan and Korea. However, how Vietnamese people are considering and having intension to use smarthome devices is still a question for marketers and researchers. This study develops a comprehensive research model that can explain potential customers' behavioral intentions to adopt and use Smarthome services in Viet Nam and figure which key factors affect the intention. This study proposes and validates a new theoretical model that extends the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). The model consists of eight factors that affect one element (Behavioral Intention), specifically: Habits, Perceived usefulness, Perceived ease of use, Trust, Innovativeness Personal, Perceived value, Hedonic motivations and Social influences. Data were collected from 304 Vietnamese citizens by sending the email to survey questionnaire, direct contact with the experienced smarthome users. Through regression analysis, data from samples were analysed with SPSS 20 software and verification of hypotheses, the results show the key determinants affecting the intention to use smarthome appliances in Vietnam: Perceived Value, Social Influence, Perceived Usefulness, Perceived Ease of Use and Trust. From this result, several recommendations have been suggested to to smarthome devices vendors and marketer to improve products as well as marketing approaches to meet customer needs.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.1
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• pp.109-123
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• 2019

Recently, As the desire of consumer gets complexed and demanding, business environment is they are rapidly changing to customer-oriented ones. In order to survive in an age of fierce competition with competitor encompassing changing and customer's needs of consumer company emphasizes market orientation to have a sustainability. It is necessary not only satisfy consumer but also to provide customer delight. We want to see if customer's loyalty can be increased by experiencing C/S and C/D. First, customer's loyalty influences repurchase intention after experiencing customer's satisfaction and customer's delight. Second, customer's satisfaction is influenced by customer's satisfaction level. Especially Joy is one of the most important factor affecting customers delight. Third, customer's loyalty is one of the most important factor affecting customer's satisfaction. Finally, through this study, it was found tha customer's satisfaction and customer's satisfaction improve the repurchase relationship which is crucial from customer's loyalty.

• The Journal of Society for e-Business Studies
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• v.23 no.4
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• pp.41-62
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• 2018

Despite the rapid growth of the mobile shopping market, major market participants are continuing to suffer operating losses due to severe competition. To solve this problem, the mobile shopping market requires research to improve customer satisfaction and customer loyalty rather than excessive competition. However, the existing studies have limits to reflect the direct needs of customers because they extract the factors on the basis of the Technology Acceptance Model and the literature study. In this study, to reflect the direct requirements of users of mobile shopping Apps, we derived concretely and various factors influencing customer satisfaction through a topic analysis using user reviews. And then we assessed the importance of derived factors to customer satisfaction and analyzed the effects of customer satisfaction on customer complaints and customer loyalty on a structural equation model based on the American customer satisfaction index. We expect that our framework linking a topic analysis and a structural equation model is to be applicable to studies on the customer satisfaction of other mobile services.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.2
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• pp.65-80
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• 2019

With the advent of the ICT-based 4th industrial revolution, the convergence of the manufacturing industry and ICT seems to be the new breakthrough for achieving the company's competitiveness and play a role on the key element for accelerating the revival of the manufacturing industry. When the smart factory is implemented, each plant can analyze the quantity of data collected, build the data-driven operation systems which can make decisions, and ultimately discover the correlation among many events in the manufacturing sites. As the customers' needs become diversified more and more, it is required for the company to change its operating method from large quantity batch production systems to customizable and flexible manufacturing systems. For performing this requirements, it is essential for the company to adopt the smart factory. Based on technology acceptance model (TAM), this study investigates the factors influencing continuous use intention and switching intention of the smart factory. To do so, a questionnaire survey is conducted both online and offline. 122 samples are used for the study analysis. The results of this study will provide many implications with many researchers and practitioners relevant smart factories.

• The Journal of the Korea Contents Association
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• v.21 no.2
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• pp.35-48
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• 2021

With the advent of the Fourth Industrial Revolution, startups are leading the proliferation of logistics in life services in countries across the world. Logistics in life startups aim to differentiate themselves for traditional logistics companies by offering customized services that penetrate niche logistics market and enhance customer convenience and satisfaction. Through the development of mobile applications(apps) and platform a variety of life-enhancing services are becoming increasingly available to customers, such as on-demand, online-to-offline, convenience, reverse logistics, as well as last-mile delivery. In particular, logistics in life services are expanding into areas that include food delivery, home moving, cargo transport, laundry delivery, car washing, and car repair. In order for the logistics in life startups to succeed, they needs to offer highly usable apps to increase customer satisfaction and loyalty. Due to the nature of mobile phones, different evaluation criteria than those for websits should be used to determine the usability of apps. The purpose of this study is to evaluate the usability of representative Korean logistics in life apps through usability testing, discuss implications and offer improvement recommendations. Finally, the best Korean logistics app is compared with a top ranked app on Google Play for benchmarking purposes.

• International Journal of Advanced Culture Technology
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• v.8 no.4
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• pp.271-278
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• 2020

Modern financial services go beyond the stage of internet banking, and new concepts of financial transactions such as Internet of Things, mobile banking, electronic payments, and fintech have emerged. As a result, banks are less influential in financial transactions, and changes are being demanded. In the present era, the basic business of banks has decreased, and it is transforming into a space where both consumer finance work and reside. The bank office stands for the brand image of the bank, and it is represented by trust with customers in the basic business of financial transactions, and the rise in real estate value is a natural social phenomenon due to the nature of the location and location of real estate owned by the bank. The business method and space of the bank office that meets the new paradigm of the modern society is an inefficient space only for the convenience and rest of consumers, but it must be used as a variety of spaces suitable for the region to increase the functional value of the bank office. Through this study, as a convenience space for consumers, various service facilities should be introduced to understand the characteristics of the region as a convenience space for consumers, and various service facilities should be introduced to meet the needs of consumers, and the bank office should be improved as a complex service space for local residents.