• Journal of Korean Society of Industrial and Systems Engineering
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• v.44 no.1
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• pp.51-59
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• 2021

Electronic document communication based on a digital channel is becoming increasingly important with the advent of the paperless age. The electronic document based on PDF format does not provide a powerful customer experience for a mobile device user despite replacing a paper document by providing the content integrity and the independence of various devices and software. On the other hand, the electronic document based on HTML5 format has weakness in the content integrity as there is no HTML5 specification for the content integrity despite its enhanced customer experience such as a responsive web technology for a mobile device user. In this paper, we design the Document-HTML, which provides the content integrity and the powerful customer experience by declaring the HTML5 constraint rules and the extended tags to contain the digital signature based on PKI. We analyze the existing electronic document that has been used in the major financial enterprise to develop a sample. We also verify the Document-HTML by experimenting with the sample of HTML electronic communication documents and analyze the PKI equation. The Document-HTML document can be used as an authorized electronic document communication and provide a powerful customer experience in the mobile environment between an enterprise and a user in the future.

• Asia Marketing Journal
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• v.13 no.3
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• pp.25-53
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• 2011

This study probes the effect of loyalty program on the customer retention based on the real transaction data(n=2,892) acquired from education service industry. We try to figure out the outcomes of reward program through more than 1 year-long data gathered and analyzed according to quasi-experimental design(i.e., before and after design). We adopt this kinds of research scheme in regard that previous studies measured the effect of loyalty program by dividing the customers into two group(i.e., members vs. non-members) after the firms or stores had started the program. We believe that it might not avoid the self-selection bias. The research questions of this study could be explained such as: First, most research said that the loyalty programs could increase the customer loyalty and contribute to the sustainable growth of company. But there are little confirmation that this promotional tool could be justified in terms of financial perspective. Thus, we are interested in both the retention rate and financial outcomes caused by the introduction of loyalty programs. Second, reward programs target mainly current customer. Especially CRM(customer relationship management) said that it is more profitable for company to build positive relationship with current customer instead of pursuing new customer. And it claims that reward program is excellent means to achieve this goal. For this purpose, we check in this study whether there is a interaction effect between loyalty program and customer type in retaining customer. Third, it is said that dis-satisfied customers are more likely to leave the company than satisfied customers. While, Bolton, Kannan and Bramlett(2000) claimed that reward program could contribute to minimize the effect of negative service by building emotional link with customer, it is not empirically confirmed. This point of view explained that the loyalty programs might work as exit barrier to current customer. Thus, this study tries to identify whether there is a interaction effect between loyalty program and service experience in keeping customer. To achieve this purpose, this study adopt both Kaplan-Meier survival analysis and Cox proportional hazard model. The research outcomes show that the average retention period is 179 days before introducing loyalty program but it is increased to 227 days after reward is given to the customers. Since this difference is statistically significant, it could be said that H1 is supported. In addition, the contribution margin coming from increased transaction period is bigger than the cost for administering loyalty programs. To address other research questions, we probe the interaction effect between loyalty program and other factors(i.e., customer type and service experience) affecting it. The analysis of Cox proportional hazard model said that the current customer is more likely to engage in building relationship with company compared to new customer. In addition, retention rate of satisfied customer is significantly increased in relation to dis-satisfied customer. Interestingly, the transaction period of dis-satisfied customer is notably increased after introducing loyalty programs. Thus, it could be said that H2, H3, and H4 are also supported. In summary, we found that the loyalty programs have values as a promotional tool in forming positive relationship with customer and building exit barrier.

• Journal of the Korea Society of Computer and Information
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• v.10 no.5 s.37
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• pp.291-300
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• 2005

Recently, e-Biz Companies are paying attention to e-CRM in an effort to utilize meaningful customers' information obtained using their websites. e-Biz companies try to increase the profit by collecting customers' data, serving customers better through interactive communications and differentiating customers' management using their websites. Although it is found that corporates' websites play a critical role in e-CRM, only a few researches have been conducted related to the effective website design. Tn this study, desirable website design factors were identified through literature review, and an empirical study was conducted to identify how these factors are related to customer's loyalty measured via customer's intention for continuous use and recommendation the website to others. Also this study was designed to suggest a benchmark for the companies which plan to build a website for e-CRM in the future.

• Journal of the Korea Fashion and Costume Design Association
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• v.14 no.4
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• pp.17-27
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• 2012

The purpose of this study is to analyze the perceived service quality according to the characteristics of beauty salons and customer demographics. 343 customers were surveyed in the areas of university campuses, central district and residential areas of Cheongju. The questionnaire consisted of the characteristics of beauty salons and customer demographics, and items to evaluate the service quality. Confirmatory factor analysis, t test, ANOVA and descriptive statistical analysis were used to analyze the data. The results were as follows; First, the preference for the number of designer in the beauty salon were differed by sex, age and occupation. Women, college and graduate students preferred the salons with over seven designers. The customers over forty years old used smaller beauty salon. Second, Female perceived higher service quality in all respects such as technique, kindness and convenience of reservation than male did. There were no difference in age groups and occupations. Third, nationally franchised shop which located in downtown with more than 20 designers were highly evaluated in view of service quality.

• Journal of the Korea Fashion and Costume Design Association
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• v.10 no.2
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• pp.163-178
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• 2008

The purpose of this study is to search the characteristics and strategy of sales promotion in on-line fashion SOHO (Small Office Home Office) shopping malls. 87 of these shopping malls have been selected through a ranking service called 100HOT (http://www.100hot.co.kr), and 906 cases of sales promotion activities have been executed on web-sites of these shopping malls. The cases have been analyzed by descriptive statistics and chi-square analysis. The results are as follows: First, on-line fashion SOHO shopping malls have frequently used sales promotion tactics such as demonstration, display, viral marketing, sale, event, customer compensation, community marketing, experimental marketing, coupon, premium, reserve fund and delivery service. Second, there are significant differences between shopping malls for men and women in sales promotion tactics such as demonstration, viral marketing, sale, and community marketing, but there is no significant difference in tactics such as demonstration, event, and customer compensation. Third, the shopping malls have used various sales promotion strategies such as maximizing the sales, characterizing product features, procuring new customers, preserving existing customers, enhancing customer loyalty, improving customer relationship and controlling returns.

• Asia-Pacific Journal of Business
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• v.15 no.1
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• pp.45-69
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• 2024

Purpose - To examine the influence of mobile visual search as a strategic technology service on consumer perceived economic value and customer commitments, which in turn affect consumer's usage intention of mobile visual search. This study also explores the moderating effect of different levels of consumer online shopping orientation. Design/methodology/approach - One-by-one open-ended in-depth interview was first undertaken to 15 Korean consumers to figure the features of mobile visual search. Then a conceptual model was built to verify the hypotheses that indicate the impact of mobile visual search on consumer perceived economic value and customer commitment, which further influence consumer's usage intention. Findings - The results show Convenience, Information quality, Personalization, Text-free search interface design and Visual communication of mobile visual search positively influence consumer perceived economic value and customer commitment and in turn positively affect consumer's usage intention. Moreover, the different levels of consumer online shopping orientation also found to have different effects on consumers' perception and behavior of using mobile visual search in online fashion shopping. Research implications or Originality - The present study verified that mobile visual search is a service tool that consumers want to use in the online fashion shopping journey since it provides economic benefits.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.11 no.6
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• pp.49-56
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• 2011

Leisure bicycles are fabricated in a variety of ways these days. Although, the bicycles are designed and manufactured in a variety of ways by numerous companies, customer has a difficulty in gaining information of bicycle which suits them. Accordingly most of buyers purchase bicycle considering body size. Employing the method is one of the ways to decide bike size on the ground of standard body measurement. However, the method above to purchase bicycle is not appropriate for customer considering his/her body. The research mainly aims to design bicycle which allows buyer to adjust optimal design system by himself/herself considering his/her body size. In addition, a device employing fuzzy controller implemented bicycle run test. Using on the result, the research explored an optimal bicycle system which makes a decision whether a bicycle fits body of customer.

• The Journal of Industrial Distribution & Business
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• v.10 no.6
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• pp.19-27
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• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• Journal of Distribution Science
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• v.13 no.9
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• pp.29-36
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• 2015

Purpose - The purpose of this study is to examine the influence of effective role-play and training on employee education satisfaction and customer orientation. Evidence of the suggested objective is obtained by monitoring the effectiveness of hotel service training. Research design, data, and methodology - Data were collected from 280 role-play sessions performed in a Korean Hotel and examined using a frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis using SPSS 19.0. Results - 1) Entrepreneurs and training instructors should enthusiastically apply service education in order to enhance each employee d evaluation in terms of customer satisfaction and customer orientation. 2) The most effective factor on customer satisfaction and orientation is the instructor's qualifications. 3) Since a higher level of education-training satisfaction leads to better customer orientation, effective education-training is essential to achieve this result. Conclusions - The study was able to obtain practical evidence that can confirm that service education-training through role-play positively affects employee customer service orientation. In future advanced research on training effects on customer orientation, various internal factors of a business should also be considered.

• The Journal of Industrial Distribution & Business
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• v.9 no.2
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• pp.27-38
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• 2018

Purpose - This study centers on field surveys aimed at deriving the customer satisfaction factors of customer support centers that are positioned between suppliers and consumers in the supply chain. They consists of manufacturing, sales, distribution, consumption and collection, and that are in charge of core functions for suppliers' customer satisfaction management and consumers' satisfaction with consuming activities. Research design, data, and methodology - The customer satisfaction factors of customer support centers were derived through literature review and expert opinion surveys, and a questionnaire was developed through a process of the refinement of variables using pilot tests and 330 questionnaire sheets were distributed. The questionnaire sheets were collected and opinions in them were analyzed using fuzzy AHP methodology. Results - Three factors, which are turnover intentions, motivation, and job satisfaction, were derived as customer satisfaction factors of customer support centers, and the ranking relationships of these three factors were analyzed. In addition, the ranking relationships among six execution variables of turnover intentions, 10 execution variables of motivation, and 10 execution variables of job satisfaction were analyzed using fuzzy AHP methodology to obtain quite significant results. Based on the results of this study, three implications in the three strategic aspects and an implication in the academic aspects are presented. Conclusions - Motivation and job satisfaction, job satisfaction and turnover intentions, and motivation and turnover intentions are not formed by independent or different factors or environments. They are in the same context with each other (maintaining high correlations) and are in the relationships of virtuous circles in which they complement each other.