• 품질경영학회지
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• 제52권1호
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• pp.57-75
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• 2024

Purpose: The purpose of this study is to recognize the importance of a cooperative relationship in which parents of early childhood education institutions share responsibility and authority, and to suggest ways to establish efficient management strategies. Methods: The survey was conducted through online responses using Google surveys and SNS. The collected data was collected using SPSS 22.0 and Smart PLS 4.0 statistical programs. Results: Among the 13 hypotheses, only expertise in educational service quality was confirmed to have no effect on customer trust. The verification results of 11 mediation effects confirmed that customer satisfaction does not mediate the relationship between non-verbal communication and customer loyalty, and that customer trust does not mediate the relationship between expertise and verbal communication on customer loyalty. Conclusion: We presented basic data for establishing a marketing strategy that can improve the quality of services of infant and toddler education institutions and increase management performance.

• KIEE International Transactions on Power Engineering
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• 제4A권1호
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• pp.6-10
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• 2004

This paper presents an assessment of the customer interruption costs using a macro economic methodology of Korean customers by cities and provinces. The customer interruption cost is considered a very useful index in quantifying reliability worth from a customer point of view. This paper reviews the methodology to evaluate the customer interruption costs and ratio to the average revenues per electric energy sold for public, service agriculture, fishery, mining, manufacturing and residential sectors by cities and provinces in Korea.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.633-638
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• 2004

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.573-575
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• 2004

This study presents a new customer segmentation method based on features that can predict the customer's buying behavior. In this method, we consider all variables that can affect the customer's buying behavior including demographics, psychographics, technographics, transaction pattern-related variables, etc. We define several features which are the combination of variables with the interaction effect by using C5.0, use SOM (Self-Organizing Map) neural networks in odor to extract the feature's patterns and classify, and then make features' rules using C5.0 far the prediction of customer buying behavior

• 정보관리연구
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• 제39권2호
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• pp.235-249
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• 2008

The combination of information and technology makes dramatically increase both information quality and quantity. Almost of company utilize customer information for the purpose of increasing sales amount and profitability. The purpose of this paper is to discover customer information's utilization practices in the Korean financial industry. The case of K Bank's information analysis in the inbound and outbound marketing is provided, The customer segmentation is used for the inbound marketing by using RFM analysis. And the loan card model is used for the outbound marketing by using logit analysis.

• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• 한국병원경영학회지
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• 제13권4호
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• pp.76-100
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• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• 벤처창업연구
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• 제10권6호
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• pp.37-46
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• 2015

본 연구는 환경적 관점에서 제품 품질, 소비 행위, 고객만족, 그리고 고객충성도 간의 관련성과 영향을 탐색하였다. 실증분석을 위하여 18개 문항으로 구성된 설문지를 이용하여 자료를 수집하였다. 210명의 응답자 중에서 친환경제품을 이용해본 경험이 있는 167개의 자료를 회귀분석과 위계적 회귀분석을 이용하여 SPSS로 자료분석을 실시하였다. 분석결과는 그린제품 품질은 고객만족과 고객충성도에 유의적인 영향을 미치며, 그린소비 행위의 가격요인은 고객만족과 고객충성도 간의 영향을 조절시키는 것으로 나타났다. 실증분석의 결과는 그린제품 품질은 고객만족과 고객충성도에 기여함을 의미한다. 또한 그린소비 행위의 가격요인은 고객만족과 고객충성도 간의 영향을 증가시키는 것으로 나타났다.

• 보건행정학회지
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• 제15권2호
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• pp.37-52
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• 2005

This study was performed to explore multidimensional customer royalties and relating factors. 900 households, $1\%$ sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured Questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2004. In comparison of customer royalties by sociodemographic characteristics, the older group showed the higher level of cognitive and attitudinal royalties significantly. Education and income level also, showed negative relationship with cognitive, attitudinal and behavioral loyalties significantly. The more being a female and a visitor at oriental medicine clinic, the higher level of attitudinal loyalties. Customer satisfaction was a critical explaining variable for cognitive, attitudinal and behavioral loyalties. In multiple regression analysis, some sociodemographic characteristics showed significant relation with customer loyalties and customer satisfaction was the strongest relating variable to customer loyalties. In conclusion, multidimensional approach for customer loyalty is useful for understanding customer behaviors comprehensively. Future studies should focus on developing the more specific and valid measurement tools for customer loyalty in medical service.

• 한국조리학회지
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• 제17권2호
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• pp.35-50
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• 2011

연구의 목적은 서울 시내 공기업 호텔 레스토랑 고객을 대상으로 고객만족 및 고객충성도에 대한 실증연구를 하였다. 본 연구는 이론적인 배경과 실증연구를 바탕으로 공기업호텔의 서비스 품질이 고객만족 및 고객충성도의 결과에 따라 경영활성화를 모색하고자 한다. 실증자료는 요인 분석, 신뢰도분석 및 회귀분석을 SPSS 12.0으로 분석하였다. 본연구의 결과는 제품 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났고 종업원 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났다. 또한 고객관리 서비스 고객만족에 대한 영향을 미치는 것으로 나타났으며, 이용시설 서비스는 고객만족에 대한 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객 충성도에 영향을 미치는 것으로 나타났다.