• Journal of applied mathematics & informatics
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• 제35권5_6호
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• pp.623-649
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• 2017

Retrial queues have been widely used to model the many practical situations arising from telephone systems, telecommunication networks and call centers. An approximation method for a simple Markovian retrial queue by reducing the two dimensional problem to one dimensional problem was presented by Fredericks and Reisner in 1979. The method seems to be a promising approach to approximate the retrial queues with complex structure, but the method has not been attracted a lot of attention for about thirty years. In this paper, we exposit the method in detail and show the usefulness of the method by presenting the recent results for approximating the retrial queues with complex structure such as multi-server retrial queues with phase type distribution of retrial time, impatient customers with general persistent function and/or multiclass customers, etc.

• 전기학회논문지
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• 제60권5호
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• pp.929-935
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• 2011

Customers hardly change to electric prices in old days because electricity is essential commodity, while demand changes with price after deregulation. It's explained by price-based demand response with demand-elasticity matrix. Also all of the customers have had identical demand-price elasticity matrix till now. But in a practical power system, various customers are present with taking a variety of demand-price elasticity. Therefore this paper proposes demand-price sensitivity to represent different demand-price elasticity. Also as proposing demand-reliability sensitivity, it is modeling various customers' characteristics to reliability. And then this paper calculates total expected interruption cost of customer from the customer interruption cost and the demand-reliability sensitivity. A total expected interruption cost of system is shown as opportunity cost of a generation cost.

• Management Science and Financial Engineering
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• 제2권1호
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• pp.123-145
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• 1996

We consider a priority-based multiclass queue with probabilistic feed-back. There are J service stations. Each customer belongs to one of the several priority classes, and the customers of each class arrive at each station in a Poisson process. A single server serves queued customers on a priority basis with a nonpreemptive scheduling discipline. The customers who complete their services feed back to the system instantaneously and join one of the queues of the stations or depart from the system according to a given probability. In this paper, we propose a new method to simplify the analysis of these queueing systems. By the analysis of busy periods and regenerative processes, we clarify the underlying system structure, and systematically obtain the mean for the sojourn time, i.e., the time from the arrival to the departure from the system, of a customer at every station. The mean for the number of customers queued in each station at an arbitrary time is also obtained simultaneously.

• 지식경영연구
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• 제18권4호
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• pp.97-118
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• 2017

Thanks to the development of social media, general users become information and knowledge providers. But customers also feel difficulty to decide their purchases due to numerous information. Although recommender systems are trying to solve these information/knowledge overload problem, it may be asked whether they can honestly reflect customers' preferences. Especially, customers in book market consider contents of a book, recency, and price when they make a purchase. Therefore, in this study, we propose a methodology which can reflect these characteristics based on topic modeling and provide proper recommendations to customers in book market. Through experiments, our methodology shows higher performance than traditional collaborative filtering systems. Therefore, we expect that our book recommender system contributes the development of recommender systems studies and positively affect the customer satisfaction and management.

• 한국경영과학회지
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• 제22권4호
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• pp.167-172
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• 1997

We present a procedure which finds the probability distribution of number of customers accumulated when the server ends a vacation in the Geo/G/1 gated queueing system, where the service for a customer and the vacation, respectively, takes one slot time. The pp. g. f. for the number of customers accumulated at the gate closing epoch is obtained as a recursive form. The full probabilities, then, are derived using an iterative procedure. This system finds an application in a packet transmitting telecommunications system where the server transmits(serves) packets(customers) accumulated at a gate closing epoch, and takes one slot time vacation thereafter.

• 한국정보시스템학회지:정보시스템연구
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• 제14권2호
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• pp.155-172
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• 2005

Securities companies which faced with severe competition should not only attract new customers but also retain their on-line customers. This study examines the factors affecting loyalty of on-line stock trading customers. The research model based on the previous studies was established and the research hypotheses were generated. The test results based on the data gathered from 87 users of on-line stock trading services show that user satisfaction, learning cost, transaction fees, and reputation influence customer loyalty. User satisfaction, learning cost and reputation are positively related to customer loyalty, whereas transaction fee is negatively related to customer loyalty. The results also support that information quality and system quality are positively related to user satisfaction. The hypothesis that transaction fee is related to user satisfaction is not supported. There is no significant information to say that security risk is related to user satisfaction. It is considered that the study results may help managers to increase customer retention.

• 품질경영학회지
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• 제44권2호
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• pp.357-372
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• 2016

Purpose: The paper aims to measure customer experience at banks in South Korea. This study examines six factors of customer experience and identifies their impacts on customer loyalty. Methods: The collected data with surveys were analyzed by using multi-regression analysis. The measurement tools used for this study were categorized into six dimensions: Customization, Employees, Servicescape, Internet Banking, Value addition, and the Presence of other customers. Results: Customer experience has an influence on customer satisfaction: The effects of Customization, Employees, Servicescape, Internet Banking and Value addition were found. However, the presence of other customers was not significant on customer satisfaction. Interestingly, it was found that customer satisfaction made a statistically significant influence on customer loyalty. Conclusion: This study focuses on a bank sector of customer experience. Thus, six factors of measuring customer experience were found. The results of this study will predict customers' experience and also build up effective strategies for the utmost satisfaction of the customers.

• 통상정보연구
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• 제9권4호
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• pp.3-19
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• 2007

The purpose of this paper is to study the pattern of interactive learning in strategic networks. Interactive learning is defined as the exchange and sharing of knowledge resources conducive to innovation between an innovator firm, its suppliers, and/or its customers. The strength of internal knowledge resources can either hamper or facilitate levels of interactive learning. We assume that more complex innovative activities urge firms to co-ordinate and exchange information between users and producers, which implies a higher level of interactive learning. To test our theoretical claims, we estimated the level of interactive learning of firms in strategic networks with: (1) their customers, (2) their suppliers. Theses analyses allow a comparison of the antecedents of interactive learning of firms participating in strategic networks. Our findings suggest that interactive learning with customers is positively affected by company's capabilities and value-created activities, and with supplies is positively affected by value-created activities and technology innovation centers.

• 수산해양교육연구
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• 제25권5호
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• pp.1136-1147
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• 2013

In recent years, as the operations of the ports are privatized, the operators in the ports are competing in order to host more customers. Under such circumferences, it is preferred that the operators set plans to provide the customized services to the customers by precisely recognizing and analyzing the needs of the customers for the bright futures of the ports rather than to host the customers by just lowering the freights. The present studies aimed to analyze on how the service capabilities of the ports affect the customer's trust, the customer's satisfaction and the repurchase intention have extracted the variables and the measurement items from a lot of the preceding studies conducted on the other industries, part of which were modified depending on the views from the ports and the statuses of the ports, so the measurements were conducted.

• 한국의류학회지
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• 제27권11호
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• pp.1270-1278
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• 2003

The purposes of this study were to compare the perspectives of salespeople and of customers on the perception of salespeople's customer orientation and to examine the effects of the customer orientation on customer satisfaction and in turn on store revisit intention. Data were obtained from the two groups of department store salespeople and their customers. A total of 300 pairs of questionnaires were distributed, and 224 pairs were analyzed. The results revealed that the salespeople's perception of the customer orientation was significantly higher than the customer's perception. The customer orientation affected the customer satisfaction with salesperson and with store while the sales orientation did not. The customer satisfaction, in turn, affected the store revisit intention, and the effect of the satisfaction with store was higher than that with salesperson. A slight difference between the customers and salespeople in such effects was observed. Generally the effects had higher predictabilities for the customers.