• 한국항공운항학회지
• /
• 제14권4호
• /
• pp.101-109
• /
• 2006

This study investigates what criterion airline customers recognize important when evaluating airline firms. Specifically it is surveyed if different criterion are used by different groups of airline customers when choosing an airline firm. In addition customer group with high loyalty to 'K' airline, national carrier of Korea, is differently evaluate 'K' airline for the selection criterion over customer group without loyalty. Frequent flyer program is suggested most important by most of the customers being followed by flight schedule. Flight schedule, in-flight food and air fare of 'K' airline are differently evaluated according to level of royalty to the airline. However there appears no difference in the evaluation of seat and entertainment between two groups, customers with high loyalty and customers without loyalty.

• 산업경영시스템학회지
• /
• 제6권8호
• /
• pp.93-103
• /
• 1983

In this paper, we study an optimal service policy of the M/M/2/K queueing system with two types of customers. The incurred costs consist of waiting cost, service cost and incurred costs consist of waiting cost, service cut and changeover cost. The changeover cost occurs when a server who assigned to serve a particular type of customers reassigned to the other types of customers. Two servers serve two types of customers who arrive to the two separate queues. The two types of customers differ in respect of their arrival rate, service rate, waiting cost, and service cost. The servers require a policy, for determining when they should change their service type, which minimizes the long run expected total cost. The policy is obtained by a Markov decision process model that consists of a finite number of states and actions. In order to find the optimal service policy, we define states and actions of the system, compute onestep transition probabilities, and apply to the successive approximations algorithm.

• 대한안전경영과학회지
• /
• 제2권3호
• /
• pp.47-59
• /
• 2000

Producing what customers need with near mass production efficiency, or mass customization, has been a major trend in industry. Effective definition of customer requirements is a pre-requisite for realizing mass customization. The new method, called "Design by Customers", is proposed. The proposed method is an approach for companies to communicate to customers about what the company can offer, to find out customer needs, to assist customers in making choices and to negotiate for agreements. In this paper, the design and manufacturing capabilities in making company are represented in a Product Family Architecture. Adaptive Conjoint Analysis is then applied help customers assert their needs, defined variations from base product, visualize their options and assess alternatives. A power supplier of a electronic appliance is shown as an example to demonstrated the suggested method.ed method.

• 한국관광식음료학회지:관광식음료경영연구
• /
• 제15권2호
• /
• pp.73-98
• /
• 2004

For the successful hotel restaurant, careful research on the customers needs, their changes and the understanding should be on the first step. The aim of this study is to find out hotel restaurant user's satisfaction factors and provide useful information for the decision of its marketing policy. Questionnaire survey, after the preliminary survey, had been performed from 23 Sep 2002 to 02 Oct 2002, for 10 days. 240 questionnaires had been collected and 25 excepted which filled out not properly. 215(86%) questionnaires are included for the analysis. For the enhancement of hotel restaurant customers' satisfaction degree, following suggestions are recommended. The development of distinct hotel service is needed. Also the effort for making hotel buffet restaurant not only for dining place but also customers oriented facilities, with various events and shows, is required. Periodical checking on the food quality, presenting new menu to the customers and keeping consistent food taste and quality areneeded. The studies on the diverse ways for specified and new customers, such as advertisement, promotion, easy access to the hotel restaurant, discount coupon and customer smilage service are needed.

• 산업경영시스템학회지
• /
• 제25권3호
• /
• pp.34-40
• /
• 2002

In the past, the important factors of buying the sports shoes for the customers were price and comfort. However these days, the sports shoes are considered as a part of fashion and may not satisfy the customers because their emotional preference have not been properly considered in design phase. The customers' desire and expectation for unique design are growing. Thus, the development of sports shoes not only considering the anthropometric foot characteristics but also satisfying the customers emotional preference is needed. In this study, the basic data on the customer's emotional preference to the design of sports shoes were obtained using human sensibility ergonomics approach and formed a data base. Also, we developed ail interface that can be used for the customers to select the emotionally preferred sports shoes.

• 산업경영시스템학회지
• /
• 제30권1호
• /
• pp.33-40
• /
• 2007

A multi-server queueing system with finite buffer is considered. The input flow is the BMAP (Batch Markovian Arrival Process). The service time has the PH (Phase) type distribution. Customers from the BMAP enter the system according to the discipline of partial admission. Besides ordinary (positive) customers, the Markovian flow (MAP) of negative customers arrives to the system. A negative customer can delete an ordinary customer in service if the state of its PH-service process belongs to some given set. In opposite case the ordinary customer is considered to be protected of the effect of negative customers. The stationary distribution and the main performance measures of the considered queueing system are calculated.

• 전기학회논문지
• /
• 제58권10호
• /
• pp.1869-1880
• /
• 2009

Distribution line fault has been reduced gradually by the efforts on improving the quality of electrical materials and distribution system maintenance. However faults caused by medium voltage customers have been increased gradually even though we have done many efforts. The problem is that we don't know which customer will cause the fault. This paper presents the concept to find these customers using data mining techniques, which is based on accumulated fault records of medium voltage customers in the past. It also suggests the prediction model construction of medium voltage customers causing distribution line fault and methods to enhance the reliability of distribution system. We expect that we can effectively reduce faults resulted from medium voltage customers, which is 30% of total faults.

• 한국조리학회지
• /
• 제8권3호
• /
• pp.91-106
• /
• 2002

To achieve these goals constituent dimensions and structural elements of the Japanese restaurants service quality are being investigated through the review of the food service industry and service. The survey about the importance and the Japanese restaurants was also conducted with a questionnaire to identify the tendency of customers who visited restaurants. These results and satisfactions hypotheses are being tested in the restaurant and the empirical research aye both conducted to achieve time research purposes. Japanese restaurants, located in the metropolitan area, are being selected as the object limits of the survey. Eighty-seven questionnaires are being distributed three kinds restaurants which means total 250 for all, and from which 230 are being analyzed. Frequency and $\chi$$^2$test were applied for the general matters and the conditions of object while Cronbach's Alpha coefficient and factor analysis were applied for reliability and validity. t-test was attempted to fine the importance and the satisfaction of the service quality. Also ANOVA was utilized. After examining the results of this survey, few facts were apparent. First the number of male ana female customers in the Japanese restaurants are divided evenly in about 55% of male customers and 45% of female customers. However, these people have a wide variety of jos. Another evident fact present on this survey shows that customers eating at a less expensive restaurants have a income of 1,000,000 won where as the expensive or high-end restaurants have customers with higher income than average. The price sensitive customers studied in this survey shows that they spend on average 30,000 to 70,000 won per person in the less expensive establishments. Therefore, with some service quality restructuring, application of new systems and ideas these restaurants could efficiently maximize their profit margin. Customers also showed that lower prices in lunch time would be an appealing incentive to deviate from standard lunch time 〈12:00~13:00〉and menu specials would be of interest to deviate from busy dinner time. In conclusion, since restaurants in the middle range category are not so many restaurants in lower range have a chance to maximize their profit. This study clearly shows that even the lower-end restaurants could raise their profit margin by incorporating new marketing techniques and by improving the service level of their restaurants.

• 동아시아식생활학회지
• /
• 제19권5호
• /
• pp.812-818
• /
• 2009

The aim of this study was to identify relationships among the physical environments, perceived crowding of food courts, the influences of the perceived crowding on customers' emotion and behavior intentions to determine more desirable services and physical environments for the customers in order for the food courts to be more competitiveness. This study used a total 335 questionnaires out of 400 ones for statistical analyses. For the analyses in this study, the SPSS program was used to analyze the Cronbach $\alpha$ and factor analysis. In addition structural equation modeling analysis was used to analyze correlations and grade of effectiveness of variables proposed in the research hypothesis utilizing Window AMOS 5.0. This study found that design and people were affected by the perceived crowding among 3 physical factors, and the people were most effect relatively affected by perceived crowding. Also, the perceived crowding had an effect on positive and negative emotion, and then both of positive and negative emotion were affected to the customers' behavior intentions. As a result, this study demonstrates that as a customers' perceived crowding in a food court increases, the centralization of customers causes a further increase in the perceived crowding in a food court. Therefore this work provides an opportunity for managers in the foodservice industry. To accomplish this, appropriate crowding control will be necessary, and they should make customers feel less crowded, which in turn, will make customers make a positive emotion towards food courts. Based on the results of, if the appropriate measures are taken to control crowds, customers will have propose positive behavior intentions such as, an intention to revisit, staying for more time, and positive recommendation.

• 경영정보학연구
• /
• 제12권2호
• /
• pp.75-88
• /
• 2010

정보기술의 발전과 더불어 기업과 고객간의 대부분의 정보가 축적되면서 기업은 거래고객의 자세한 정보를 활용하여 차별화된 마케팅을 제공할 수 있다. 본 연구는 기업이 제공하는 마케팅 전략을 보다 효과적으로 실행하기 위해 고객을 세분화하고, 세분화된 고객집단별 마케팅 프로모션에 대한 반응을 예측하는 모형을 제시하였다. 고객세분화에는 데이터마이닝 기법 중 SOM(Self-organizing Map)을 적용하였으며, 세분화된 집단별 프로모션 반응예측에는 로짓모형, 신경망 등의 단일모형과 k-최근접이웃법을 이용한 단일모형들의 통합모형을 적용하였다. 제시된 방법론으로 기업은 프로모션에 대한 고객반응을 예측할 뿐만 아니라 프로모션에 대한 반응을 쉽게 예측할 수 있는 고객집단과 반응예측이 어려운 고객집단으로 구분하여 프로모션의 효과를 극대화하고 각 집단에 맞는 프로모션 전략을 수립할 수 있다.