• Journal of Service Research and Studies
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• v.5 no.1
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• pp.1-15
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• 2015

Service has its aim to maximize customer loyalty for companies to improve business productivity by differentiation from the competition. Public transport services using, the needs and demands of consumers also appear very differently than in the past, looking at the service of the company eye-level of the consumer Is increasing more and more. In order to survive in this environment, companies work together to improve the level of service and ensure customer loyalty is essential. In order to improve our service. What's more, it can be said that it is important to actively participate in the work of the internal customer, employee morale boost. In order to improve customer satisfaction has a service-oriented members should respond to customers and make a good company to work also affects the internal staff to verify this service-oriented and affect. In this study, to be urban rail service orientation of the staff working in the field of operational agencies in the future to measure the impact of many companies to promote the GWP proposes to create a good business implications.

• Journal of Industrial Technology
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• v.21 no.B
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• pp.37-44
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• 2001

Distribution System is considered as the most important part of SCM when the satisfaction of customer demand is considered. This paper focus on the backorder policies for stockout which is occurred in each regional distribution center of two-echelon distribution system facing stochastic demand process. Four concepts for the efficient system operation are suggested. First, at least 30% reduction of stockout is achieved by introduction of 50/25 allocation policy to distribution system. Second, transportation cost and lead-time of backorder are decreased by allowance of internal supply between regional distribution centers. Third, the frequency of emergency supply is minimized by application of Ship-up-to- expected-demand backorder policies. Finally we suggest several effective rules to select multi-internal suppliers. Simulation tests show the efficiency of our backorder policies and enhancement of customer service level.

• International Area Studies Review
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• v.12 no.3
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• pp.567-588
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• 2008

This study was proceeded with interest on residents' perception of local festival(Boryeong City, Korea) and tried to examine the relation with their participation level and satisfaction. This study used 'festival visiting experience' as moderating variable with the expectation of difference in residents' perception according to visit. This study result indicated that residents can recognize local festival negatively if they feel they have no benefit from the festival even though the festival has many visitors with growing reputation. Also, festival visiting experience has no moderating effect on residents' participation intention in this study. The facts also find that the residents-oriented festival planning and promotion is more important in the partnership with local government and private sector-local residents. Further, it is very important to notice internal customer as well as external customer to ensure residents' satisfaction and participation.

• Journal of Distribution Science
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• v.22 no.4
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• pp.11-22
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• 2024

Purpose: This research delves into the various factors that influence the performance of restaurant businesses on social commerce platforms in Bangkok, Thailand. The study considers both internal and external factors, including but not limited to business characteristics and location. Moreover, this research also analyzes the effects of employing multiple social commerce platforms on business efficiency and explores the underlying reasons for such effects. Research design, data, and methodology: Restaurants can be classified into different price ranges: low, medium, and high. To further investigate, we employed natural language processing AI to analyze online reviews and evaluate algorithm performance using machine learning techniques. We aimed to develop a model to gauge customer satisfaction with restaurants across different price categories effectively. Results: According to the research findings, several factors significantly impact restaurant groups in the low and mid-price ranges. Among these factors are population density and the number of seats at the restaurant. On the other hand, in the mid-and high-price ranges, the price levels of the food and drinks offered by the restaurant play a crucial role in determining customer satisfaction. Furthermore, the correlation between different social commerce platforms can significantly affect the business performance of high-price range restaurant groups. Finally, the level of online review sentiment has been found to influence customer decision-making across all restaurant types significantly. Conclusions: The study emphasizes that restaurants' characteristics based on their price level differ significantly, and social commerce platforms have the potential to affect one another. It is worth noting that the sentiment expressed in online reviews has a more significant impact on customer decision-making than any other factor, regardless of the type of restaurant in question.

• Journal of Distribution Science
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• v.16 no.4
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• pp.75-82
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• 2018

Purpose - As the role of salespersons in retail stores has expanded from selling products to sharing brand experiences with customers, the importance of research on the effects of salesperson-brand relationships has grown. The purpose of this research is to investigate the influences of salespersons' brand identification on conceptual fluency and customers' service and brand evaluations. It was supposed that salespersons' brand identification is affected by brand knowledge, which is a core dimension of internal branding. Research design, data, and methodology - The author developed a structural model in which salespersons' brand knowledge influences brand identification, hence customers' perception of salesperson-brand image congruence. And it is hypothesized that salesperson-brand image congruence influences conceptual fluency which affects customers' satisfaction and brand evaluation. Data were collected from five department stores in Seoul. Results - First, salespersons' brand knowledge was found to have a significant effect on brand identification. The more a salesperson knows about the affiliated brand, the higher her level of brand identification. Second, salespersons' brand identification influenced salesperson-brand image congruence. Third, salesperson-brand image congruence had a significant effect on brand conceptual fluency. Customers who perceive salesperson-brand image congruent are more likely to process information easily. Finally, conceptual fluency was found to be a significant determinant of store loyalty and brand value evaluation. Conclusions - The results of this study verify importance of salesperson's brand identification on customers' service and brand evaluations. To enhance salespersons' brand identification, retailers should emphasize the importance of internal branding and communication, especially by sharing brand vision, values, and identity with employees at customer contact points. Also, as brand conceptual fluency is a significant determinant of customer responses, retailers need to deliver consistent messages through various components of store environments, including salespersons' attitudes, appearances, and manners, as well as physical store design. With a deeper understanding of the effects of salesperson-brand relationship and brand conceptual fluency, retailers will be able to create more effective brand strategies to enhance their performances. Future studies should consider data from various retail types, such as discount stores, to generalize the findings.

• Korean journal of food and cookery science
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• v.20 no.6 s.84
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• pp.581-588
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• 2004

The purpose of this study was to test the moderating effect of value on relationship between foodservice quality and satisfaction in family restaurant. Accordingly, this study surveyed by questionnaire concerning 18 items of foodservice quality, 1 item of overall satisfaction, 1 item of value as well as respondents' characteristics. The result of this study were as follows. KMO and Bartlett's test statistics showed that the data fitted factor analysis well. Results of factor analysis, average variance extracted estimates and shared variance showed that the convergent and discriminant validitys of 4 factors were supported, and cronbach's alpha showed that the internal consistency of 4 factors was supported. It was found that satisfaction was influenced by the interaction between 4 factors of service quality and value rather than by either service quality or value directly. Finally, The results indicated that high level of service quality might not lead customer satisfaction because of moderating effect of value.

• Korean Journal of Community Nutrition
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• v.9 no.4
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• pp.519-527
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• 2004

This study was designed firstly to measure the job satisfaction (JS) levels of personnel engaged in contract food-service management company (CFMC), secondly to compare the job satisfaction levels by personal and company-related characteristics, and thirdly to identify the effects of JS facets on overall job satisfaction. Of 1135 respondents, there were 712 employees in the headquarters and 423 in the branch office. From an analysis on job satisfaction, overall job satisfaction level was 3.22 out of a maximum 5 and the co-worker (3.71) facet of JS was the highest job satisfaction followed by supervision (3.32), work itself (3.26), working condition (3.15), promotion (2.95) and payroll (2.74). In comparison of job satisfaction by personal characteristics, the personnel who were male (p < .01), had associate degrees (p < .01) or long-term careers in foodservice field (p < .05), or were regular employees (p < .01) perceived significantly higher than others for overall JS. In comparison of the job satisfaction by company-related characteristics, overall JS was significant by company scale (p < .01) and by work place (p < .05), but it was not significant by operating group. Finally, on the regression analysis for the effects of JS facets on overall JS, adjusted R2 was 0.534 (p < .001) and all six JS facets, especially payroll, had a positive effect on overall JS significantly (p < .001). Considering that the goal of enterprise on profit-making through customer satisfaction (CS) and the role of personnel on CS at moment of thrust (MOT), the findings confirmed the necessity for continuous internal marketing and human relation management focusing on the lower level of JS facets.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.4
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• pp.101-118
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• 2008

This study compares supply chain integration practices of high performing manufacturing plants in Korea and those in the U.S., Japan, and six European countries. Data were drawn from the High Performance Manufacturing(HPM) Round 3, a joint data-collection effort on manufacturing and supply chain management. Specifically, in the automotive, electronics, and machinery industries, we selected twenty Korean plants with high performance reputation and chose the same number of non-Korean plants(HPM top 20), based upon their competitive manufacturing capability index and customer satisfaction index. The Korean plants do not significantly differ from HPM top 20 plants in that internal value creation activities are coordinated and integrated at the corporate level and between plants. The Korean plants, however, demonstrated more integration with suppliers than with customers, and only the two of them were classified as 'outward facing', which pursues greater integration with both customers and suppliers. Unbalanced and lower integration with customers of the Korean plants was attributed to the lower than expected manufacturing capability and customer satisfaction. Implications for supply chain professionals were discussed.

• Culinary science and hospitality research
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• v.12 no.3 s.30
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• pp.1-16
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• 2006

This study investigates the level of customers' preferences for the menu at rice cake cafes. The study aims at examining the potential of restaurants with rice cake dishes and suggesting the ways to contribute to the potential. For this study, various rice cake cafes in Seoul which were often mentioned in the Internet portal sites and mass media are selected such as Jilsilu, Midan, Yaemunbyeonggwa, and Howeondang. Some of the customers in these rice cake cafes from August 16th to 26th in 2005 are the participants in this study. Using Windows SPSS 11.0 for statistical analysis, the validity of the items in the questionnaire is tested through Cronbach's Alpha which also reveals the internal reliability. Variables are analysed to eliminate less important variables. In order to examine the differences between groups by norm population profiles, t-test and ANOVA are conducted. For obtaining the degree of impact of rice cake cafe preference variables on the satisfaction in the rice cake cafe, regression analysis is carried out. As a result, for preferences for dishes, 19 variables among 22 are identified and divided into four factors which are named as 1) fundamental factor, 2) external factor, 3) appearance factor, and 4) structural factor. The fundamental factor, external factor, appearance factor, and structural factor are all significantly influential to the level of satisfaction with the menu, yet the fundamental factor is the most powerful factor among them.

• Korea Journal of Hospital Management
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• v.22 no.1
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• pp.40-50
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• 2017

The purpose of this study is to develop the KPIs(Key Performance Indices) needed to improve management and strategy in the dental clinic based on the four perspectives of BSC(Balanced Scorecard). The questionnaire was conducted on 52 dentists approved by Dental Managment Research Committee in Seoul National University as a panel. Using the Delphi technique, the top five KPIs for each point of perspective in BSC were extracted from KPI pools. In the third survey, the top five KPIs of all points were compared with each other through AHP(Analytic Hierarchy Process) method, and priority and overall importance rankings were calculated. The biggest difference in the three level AHP results was the customer perspective took priority to others. In the second survey, the financial perspective, which was number one, was pushed back. The overall significance of KPIs was in the order of customer, internal process, finance, learning and growth perspective, with the exception of medical profits (5th of 20) and new patient growth (10th of 20). We were able to overcome the limitations of the Delphi Technique with the AHP method. In general, the financial perspective in BSC is known to be the most important, but we conclude that the customer perspective is more important through the pairwise comparison survey. In the current dental service market, which is a long-term recession, excessive competition, customer satisfaction and customer relationship management seem to be the first goal to pursue in dental clinic.