• Korean Security Journal
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• no.34
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• pp.161-184
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• 2013

The purpose of this research is to achieve qualitative growth for private security industry as a sector of service industry to attract clients and promote the growth of the private security industry by analyzing the factors which influence the customer's service satisfaction in using the private security services. A regression analysis was conducted to determine the factors which influences the satisfaction of private security service to ultimately achieve the research purpose. In the regression analysis, the difference between corporate clients and individual clients were analyzed for the sake of providing better security services and marketing applications. As a result, the factors that influences the satisfaction of the categorized groups were very clearly signified. Both individual and corporate clients showed increase in satisfaction rate when the fear of crime decreased. This result implies that the private security firms must possess segmented strategies as well as strategies to lower the fear factors of clients. There were no differences in all satisfaction-influencing factors when the fear reduction variable was exempted among both corporate and individual clients in usage satisfaction. This result shows that clients demand varies according to the client and the security firms must react to these demands by the clients. Although private security industry possess very clear publicity, it is a profit generating industry sector therefore, like other service industry, the private security services must implement strategies to keep up with the paradigm. If the satisfaction determinants from the research results are grafted into strategies such relationship marketing and target market selection, higher service satisfaction can be achieved from the clients.

• Journal of Information Technology Applications and Management
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• v.10 no.3
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• pp.109-120
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• 2003

This paper proposes an e-business maturity model for small and medium-sized enterprises. The model consists of five maturity levels, which are on-line access, on-line business, matured on-line business, and full on-line business from least matured level to most matured level. The model can be used to assess e-business maturity level of individual enterprises. individual enterprise's maturity level can be assessed by examining sample check lists. Additionally, this paper summarizes the results of an application of the proposed model to a couple of small and medium-sized enterprises. This model can also be used to suggest what individual enterprises need to be upgraded towards higher maturity level.

• Asia pacific journal of information systems
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• v.11 no.2
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• pp.23-55
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• 2001

It is generally agreed that realizing the full potential of the internet shopping mall(ISM) requires careful identification of customer needs and expectations. However, a quantitative framework to explain and predict users' behavior toward ISM has not been well established because the research on the user acceptance of ISM is still in its infancy. This study proposes a model which uses factor analysis to identify factors of ISM characteristics and individual characteristics affecting user acceptance of ISM. Predictive models based on the multiple regression analyses select the factors and their interactions with individual characteristics that significantly influence user acceptance. Results show that five factors including economy, convenience, credibility, reliability, information risks, and performance risks affects user acceptance. In addition, individual differences in terms of innovativeness, playfulness, and recreational shopping traits have both direct and interaction effects on user acceptance. The implication of this study is that, although user attitudes towards ISM characteristics in general are important to their acceptance behavior, the level of importance depends upon different user groups.

• The Journal of the Korea Contents Association
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• v.10 no.9
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• pp.455-468
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• 2010

The purpose of this study is to understand how and what kind of service quality impacts value of membership and customer satisfaction, and to analyze how value of membership and customer satisfaction influence on customer loyalty in order to apply the results of this study to the management level of individual companies. The valuable outcomes of the survey were 485 as a result of excluding both no response and non-trustful answers. The previous used questions of other researchers were modified and used in this study, and both SPSS 12.0 and AMOS 7.0 were in use as analytical softwares In this study, service quality of golf resort positively impacts membership's value, and service quality influences upon customer satisfaction in a positive way. The value of service quality heavily impacts customer satisfaction, and customer satisfaction positively influences upon customer loyalty. On the other hand, it is hardly find a remark between value of loyalty and customer's satisfaction.

• The Korean Journal of Franchise Management
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• v.10 no.3
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• pp.37-52
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• 2019

Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

• CRM연구
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• v.4 no.1
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• pp.35-54
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• 2011

Organizing and maintaining customer-based online communities are becoming increasingly important in current business environment. Companies can utilize the member generated contents in developing their products and services and they can establish close relationships with their customers. This paper investigates how customer-based online communities increase individual members' contributive behaviors. Drawing on the social psychology literature, this study adopts the concept of self-discrepancy rooted in self-identity and derive an index for self-discrepancy by using the differences between actual and virtual self-identities. Furthermore, this study examines the relationship between the self-discrepancy and the anonymity-related psychological factors (autonomy, recovery, and catharsis), which in turn influence quality and quantity of contribution. Analysis of 114 respondents showed that self-discrepancy between actual and virtual selves has two different sub-dimensions (personal self-discrepancy and social sel f-discrepancy) and each dimension has different effect on the quality and quantity of contribution through the mediation of autonomy and recovery. Notably, catharsis negatively influenced quality of contribution. Theoretical and practical implications are discussed based on the major findings.

• The Journal of the Korea Contents Association
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• v.15 no.4
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• pp.443-453
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• 2015

The purpose of this research is to investigate the influence of institution trust on customer-orientation of hotel practician. Comparison between two types of governance structure demonstrated that the relationship between institution trust and customer-orientation were significantly different each other. As hypothesized, influence of organization trust on customer-orientation was much stronger in privately owned organizations than that of public ownership organizations. In the test of mediating effect of job engagement between two variables were statistically significant Based on the results from SEM model, we can suggest that improvement of institution trust need to be emphasized through the rational introduction of customer-oriented system, establishing priority task system according to individual business criticality, admission and enhance of fault. Empirical evidences from structural equation model support the governance type positively influence the job attitude in service organizations.

• The Journal of Information Systems
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• v.24 no.3
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• pp.47-74
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• 2015

Purpose By participating in the business ecosystems, customers make both positive and negative impacts in the ecosystem. In particular, users of platform businesses participate in the business ecosystem as partial employees who voluntarily create and manage content. According to the organizational behavior literature, employees' psychological ownership toward the organization has an influence on the organizational competitiveness. Thus, with an assumption that customers gain psychological ownership toward the business that they participate in, it is important to analyze the process and the factors that influence their psychological ownership. This study proposes a research model that describes the process: customers undertake customer socialization, which then lead them to participate in the business-level and the business ecosystem-level activities. Through the participation, customers gain psychological ownership toward the business. Design/methodology/approach Based on a structural equation model, this study analyzes the data regarding the factors in the research model. Data was collected by surveying college students who represent themselves as Facebook and DaumKakao users. By analyzing the collected data, the relationships are validated between customer socialization and customer participations (i.e., both business-level and business ecosystem-level participation), and between the participations and customers' psychological ownership. Findings Based on the validation, this study confirms the importance of managing customers' psychological ownership and offers customers' participation by their socialization as a solution for increasing customers' psychological ownership. Also, this study proposes the business ecosystem research model as the general research framework for future research and expands the scope of strategic management from the individual level strategy to the business ecosystem wide perspective.

• Information Systems Review
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• v.25 no.1
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• pp.111-128
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• 2023

With the development of artificial intelligence technology, interest in data-based product preference estimation and personalized recommender systems is increasing. However, if the recommendation is not suitable, there is a risk that it may reduce the purchase intention of the customer and even extend to a huge financial loss due to the characteristics of the financial product. Therefore, developing a recommender system that comprehensively reflects customer characteristics and product preferences is very important for business performance creation and response to compliance issues. In the case of financial products, product preference is clearly divided according to individual investment propensity and risk aversion, so it is necessary to provide customized recommendation service by utilizing accumulated customer data. In addition to using these customer behavioral characteristics and transaction history data, we intend to solve the cold-start problem of the recommender system, including customer demographic information, asset information, and stock holding information. Therefore, this study found that the model proposed deep learning-based collaborative filtering by deriving customer latent preferences through characteristic information such as customer investment propensity, transaction history, and financial product information based on customer transaction log records was the best. Based on the customer's financial investment mechanism, this study is meaningful in developing a service that recommends a high-priority group by establishing a recommendation model that derives expected preferences for untraded financial products through financial product transaction data.

• Journal of Distribution Science
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• v.20 no.8
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• pp.81-91
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• 2022

Purpose: The work aimed to integrate and distribute the knowledge of marketing and chemistry for product development, in which individual packaging from water hyacinth was ideal. Research design, data, and methodology: A customer perception was surveyed to guide the preparation process, and eco-packaging preparation followed the perception study. The satisfaction with the packaging using the 4Ps was determined. Results: 159 samples participated in the survey to establish their perceptions. They perceived that eco-packaging was a friendly environment with a score of 4.47. The uses of chemicals and water were less. The design for other functions than a normal function of packaging was preferred. The pulping was done using 3.0 M NaOH. The natural additives of carboxymethyl cellulose (defibering) and corn starch (adhesive) were desired. The paper was characterized according to The National Standard of Kraft paper and was equivalent to the liner board. The prototype of packaging was fabricated as individual packaging. The marketing mix was used to survey 200 samples. The satisfaction with the product was the maximum at 4.53, while the minimum was on price. The online channel was preferred to access the product. Conclusions: Water hyacinth could be added value as eco-packaging that the qualities of pulp were equal to the Kraft paper. Individual packaging from water hyacinth was satisfied.