• Title/Summary/Keyword: Guarantee Service

Search Result 931, Processing Time 0.032 seconds

A Study on Design of KPI Weighting for Measuring Performance of B2B e-Commerce Guarantee Intermediary Service (B2B 전자상거래 보증 중계 서비스의 성과관리를 위한 KPI 가중치 설계에 대한 연구)

  • Han, Chang-Hee;Lim, Chang-Kyu;Kim, Min-Kwan
    • Korean Management Science Review
    • /
    • v.28 no.1
    • /
    • pp.75-90
    • /
    • 2011
  • In B2B e-Commerce market, many companies used in B2B e-Commerce Guarantee Service. Guarantee service raised the stability of collect debts for seller, and made purchase fund for buyer. In 2001, The first year of implementation, B2B e-Commerce Guarantee Cost was just a 19 billion, but in 2008 was significantly increased a 3 trillion 982 billion. In previous studies, however, there was no research on performance management. This study focus on design of KPI weighting for measuring performance of B2B e-Commerce Guarantee Intermediary Service. Through analysis for 'B2B e-Commerce Guarantee Intermediary Service', the study selected KPI and made the KPI weighing. the process of designing a KPI weighting is 5 phase. This study suggests the standard of measuring performance and guidelines on the focus management of KPI in B2B e-Commerce Guarantee Service.

The Effect of the Service Guarantee on the Service Reliability, Service Value, Customer Loyalty - Focused on Deluxe Hotel of Busan - (서비스 보증이 서비스 신뢰성, 서비스 가치, 고객충성도에 미치는 영향 -부산지역 특1급 호텔을 중심으로-)

  • Chung, Ku-Jeom;Byeong, Ju-Jang
    • Journal of Global Scholars of Marketing Science
    • /
    • v.15 no.3
    • /
    • pp.31-48
    • /
    • 2005
  • The purpose of the study is to identify the flexibility of marketing effects which applies of practical service guarantee strategy over hotel service and methodological effects of practical service guarantee. And the detailed purposes were: first of all, how service guarantee strategy identified by previous theoretical researches influences on a service reliability and service value practically; second, how service reliability and service value influence on customer loyalty; third, how service guarantee influences on customer loyalty directly. According to the results, 5 hypotheses were selected from 5 research hypothesis proposed in this study. The concrete contents were; First, the study inspected how service guarantee strategy influences on service reliability and service value practically. The result was that service guarantee exerted positive influence on service reliability and service value. Second, the study inspected how service reliability and service value influence on customer loyalty. The result service reliability and service value exerted positive influence on customer loyalty. Third, the study inspected how service guarantee strategy influences on customer loyalty. The result service guarantee exerted positive influence on customer loyalty.

  • PDF

Service Guarantee Influencing Customer Orientation in Tourist Hotel (관광호텔 서비스보증이 고객지향성에 미치는 영향)

  • Nam, Taeg-Yeong;Jee, Bong-Gu
    • The Journal of the Korea Contents Association
    • /
    • v.21 no.3
    • /
    • pp.419-429
    • /
    • 2021
  • The purpose of this study is to investigate the effects of service guarantees of tourist hotels on employees' perception of role clarity and customer orientation. Specifically, this study analyzed how the employees' perception of role clarity as a parameter, with the employees' reliability, guarantee-related communication, guarantee limitation, and organizational support as independent variables, affected the dependent variable, customer orientation. As a result of empirical analysis of employees in the first grade hotel in Seoul, it was analyzed that the higher the reliability of employees in service guarantee, the higher the communication and organizational support in the organization related to guarantee work, the higher the role clarity and perception level of employees. The higher the reliability, guarantee limitation and organizational support level of guarantee, the higher the customer orientation, but the guarantee-related communication did not show significant influence. The perception degree of role clarity of employees has a significant effect on customer orientation. According to those results of this analysis, this study examined the influence of each configuration of service guarantee of tourist hotel employees on customer orientation, and presented various academic and practical implications.

KD-SQS Service Quality in Discount-Based Retail: Service Guarantee Adjustment Effect, Service Value, and Store Loyalty

  • Lee, Young-Chul;Kim, Jong-Lak
    • Journal of Distribution Science
    • /
    • v.12 no.7
    • /
    • pp.53-61
    • /
    • 2014
  • Purpose - This study focuses on "large-scale marts," which is a typical discount-based retail channel (hereinafter, DRC), and provides practical managerial implications by applying the KD-SQS service quality factor based on customers' experiential perspective by developing and applying existing service measures. Research design, data, and methodology - The research subjects include adults who have experienced "large-scale marts." The research involved SPSS 20.0 and AMOS 19.0 packages; path analysis is used to analyze structural relationships. Results - First, physical aspects, human interaction, and additional convenience aspects of service quality have statistically significant influence on service value. Second, physical aspects, human interaction, and policy have statistically influence on store loyalty. Third, service value influences store loyalty. Fourth, service guarantee adjusts the relationship between service quality, service value, and store loyalty in terms of human interaction and policy. Conclusion - Among service quality measures, improving service value through personal service needs to be prioritized, while we need to develop different methods for the service guarantee system to effectively influence service value and store loyalty.

A Study on the Effects and Value Analysis of the B2B e-Commerce Guarantee Service (B2B 전자상거래 보증 서비스의 효과 및 가치 분석)

  • Han, Chang-Hee;Kim, Min-Kwan;Lim, Chang-Kyu
    • The Journal of Society for e-Business Studies
    • /
    • v.15 no.4
    • /
    • pp.265-284
    • /
    • 2010
  • B2B e-commerce guarantee service is a guarantee service combining the electronic systems among Korea Credit Guarantee Fund(KCGF), banks and e-marketplaces to process all procedures on internet ranging from application for credit guarantee, issue of written guarantee and contracting for a commerce to payment. B2B e-commerce guarantee service plays as an intermediary role in financial support for small and mediumsized enterprise(SME), which are small size, low credit level, and unfavorable status in many aspects compared to major companies. Despite the B2B e-commerce guarantee service has various advantages conducive to promotion of e-commerce among small and medium businesses as well as development of e-commerce itself, it has yet to be diffused due to lack of acknowledgement, misunderstanding of its functions and vague psychological fear of the on-line settlement. Thus, this study identifies the values and effects of the B2B e-commerce guarantee service using financial data and cases. The process of this study is 4 phase. first phase is analysis of B2B e-commerce guarantee service and e-Marketplace. second phase is analysis of performance from the Perspective of Diverse Participants. third phase is analysis of economic performance and support for SME. last phase is policy suggestions and conclusion.

The Effect of Sports Centers' Service Guarantee on Service Quality, Service Value, Customer Satisfaction and Customer Loyalty (스포츠센터의 서비스보증이 서비스품질, 서비스가치, 고객만족, 고객충성도에 미치는 영향)

  • Kim, Hyo-Jin;Han, Sang-Lin
    • Journal of Digital Convergence
    • /
    • v.11 no.9
    • /
    • pp.127-138
    • /
    • 2013
  • This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

DiffServ-aware-MPLS Network Performance Analysis (DiffServ-aware-MPLS 네트워크 성능 분석)

  • Cho Hae-Seong
    • The Journal of the Korea Contents Association
    • /
    • v.4 no.4
    • /
    • pp.107-112
    • /
    • 2004
  • As the internet service evolves fast recently, guarantee request of QoS (Quality of Service) by characteristic of traffic source as well as high rate of data is going greatest. Accordingly intemet service technology also is changing rapidly, technology that guarantee QoS in existent network service technology is developed or network model that guarantee new QoS is presented. By DiffServ-aware-MPLS network that present in IETF (Internet Engineering Task Force) to guarantee QoS in this treatise does comparative analysis with existent network model, relative show that is superior, and present direction that compose next generation network wish to.

  • PDF

DSON Architecture and Service Model for End-to-End QoS Guarantee in Next Generation Home Network (차세대 홈 네트워크 환경에서의 end-to-end QoS 보장을 위한 DSON 구조와 서비스 모델)

  • Kim, Do-Won;Kim, Eung-Kyu;Kim, Yang-Jung;Chong, Il-Young
    • 한국정보통신설비학회:학술대회논문집
    • /
    • 2009.08a
    • /
    • pp.333-336
    • /
    • 2009
  • DSON is a service overlay network architecture that can guarantee end-to-end quality of service to home network area. DSON makes service possible to be provided dynamically. This paper gives service model and scenario using DSON architecture.

  • PDF

A Study on the Development of KPI for Measuring Performance of B2B e-Commerce Guarantee Intermediary Service based on RFID (RFID기반 B2B 전자상거래 보증 중계 서비스의 성과관리를 위한 KPI 개발에 관한 연구)

  • Han, Chang-Hee;Kim, Min-Kwan;Kim, Jung-Min;Shin, Yun-Ho
    • Information Systems Review
    • /
    • v.11 no.3
    • /
    • pp.63-82
    • /
    • 2009
  • In B2B e-Commerce(Business to Business Electronic Commerce) market, many companies use B2B e-Commerce Guarantee Service. Guarantee service raised the stability of collect debts for seller, and made purchase fund for buyer. The purpose of this study is development of KPI (Key Performance Index) for measuring performance and improving service quality. Through analysis for 'B2B e-Commerce Guarantee Intermediary Service based on RFID', the study developed KPI and made the case. The study suggests KPI of B2B e-Commerce Guarantee Intermediary Service based on RFID by IT BSC(Balanced Scorecard) model. The process of developing KPI is 4 phase. First phase is connection between service goal and KPI, second phase is make a KPI pool, third phase is development of standard for valuating and selecting index, the last phase is defining and applying of index. This study suggests the standard of measuring performance in B2B e-commerce Guarantee Service and guidelines on revitalization of service in B2B e-commerce industry and the other industry.

A Study on Method of QoS Guarantee for Ad hoc network (Ad hoc 망의 QoS 보장 방안에 대한 연구)

  • 이광제;정진욱
    • Proceedings of the IEEK Conference
    • /
    • 2003.07a
    • /
    • pp.129-132
    • /
    • 2003
  • In this paper, we propose the DQM - CBRP( Distributed QoS Monitoring - Cluster Based Routing Protocol ) routing protocol to provide Quality of Service guarantee for multimedia service in Ad hoc mobile network. This paper proves the DQM-CBRP can avoid message loss and is suitable to guarantee of QoS thru simulation of COMNET III.

  • PDF