• 벤처혁신연구
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• 제6권2호
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• pp.67-82
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• 2023

본 연구는 서울 및 수도권에 거주하는 은행 주거래 고객을 대상으로 하여 은행 서비스 환경에서 라포형성행동이 고객태도를 매개로 고객충성도에 미치는 영향을 규명하는데 목적이 있다. 본 연구는 유의 표집법을 적용하였으며 최종분석에 사용된 표본수는 201명이며 입력된 자료는 SPSS 20.0 프로그램을 활용하여 통계분석을 실시하였다. 분석결과, 첫째, 은행서비스 환경에서 라포형성행동의 하위요인인 세심한 배려, 예의바름과 정보공유는 고객충성도에 유의한 정(+)의 영향을 미치는 것으로 나타났고, 유대형성은 고객충성도에 유의한 정(+)의 영향을 미치지 않는 것으로 나타났다. 둘째, 라포형성행동의 하위요인인 세심한 배려, 예의바름과 정보공유는 고객태도에 유의한 정(+)의 영향을 미치는 것으로 나타났고, 유대형성은 고객태도에 유의한 정(+)의 영향을 미치지 않는 것으로 나타났다. 셋째, 고객태도는 고객충성도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 고객태도는 라포형성행동과 고객충성도 간의 관계를 매개하는 것으로 나타났다. 따라서 은행서비스 환경에서는 라포형성행동이 고객태도와 고객충성도에 영향을 미치는 요인임을 알 수 있었다. 이는 고객과 은행간의 라포형성행동이 고객태도를 변화시키고, 고객충성도에 긍정적인 영향을 미칠 수 있음을 의미한다. 변화하는 은행서비스 환경에서도 고객과 은행간에 라포형성을 통해 고객충성도를 높이는 고객관리가 필요하다는 것을 시사한다고 볼 수 있다.

• 가정과삶의질연구
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• 제20권3호
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• pp.113-124
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• 2002

The purpose of this study was to identify the subarea of customer complaints handling service and to accomplish the data for an improvement of complaints handling get service through the evaluation of the importance and performance on customer handling service as subdivisions of customer complaints handling service. The data were collected 303 female/male, 20-30 age by outline survey. The major findings of this study were as follows: 1) The subdivisions of customer complaints handling service were classified into four different factors ; promptness, empathy, information, policy factors. 2) As the subdivisions factors, importance was promptness, empathy>information>policy factor and performance was empathy>information>promptness>policy factor in order. 3) There were question asking the performance evaluation of influencing the total satisfaction of customer complaints handling service. There were promptness, empathy of performance evaluation of influencing the total satisfaction.

• 한국조리학회지
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• 제6권3호
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• pp.119-147
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• 2000

This Study is performed to research a customer satisfaction to a Franchisee on the food franchise industry. In future, the food industry will be complicated and various. So customer needs also will be complicated. Consequently. a study of customer satisfaction will be researched continuously for corresponding an industrial transfiguration and a customer variety. The result of this study, a Franchisee satisfaction on the food franchise industry is evaluated below the average. This result can be happened by the scale of food franchise industry. However actually it has caused by the lack of Franchisee management mind, the capability of head office, and the lack of competitive power. The mind of service for customer, hygiene and cleanness mind, and the lack of marketing strategies and strategic management can not be satisfied of customer. Also customer value creation can not be made. So the education training and marketing strategies for Franchisee on the food franchise industry have to be requested. And a continuous study for customer satisfaction that correspond with the characteristics of industrial classification be raised.

• International Journal of Quality Innovation
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• 제5권2호
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• pp.106-121
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• 2004

This paper investigates customer knowledge management activities of Taiwan's plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition-Development-Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

• Industrial Engineering and Management Systems
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• 제6권1호
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• pp.28-39
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• 2007

The issue of customer-centric enterprise focusing on realizing customer needs has recently received considerable attention in the corporate world. However, little research has yet been reported on developing Information Systems (IS) supporting the customer-centric enterprises. This research proposes an integrated approach of IS development that supports organizations aiming to become customer-centric enterprises using various customer profiles. In this paper, we propose an integrated approach unifying goal modeling, business process modeling, and information systems modeling. The approach is expected to be seamlessly linked with the object-oriented systems development approach. Finally, we apply this approach to the real case of a securities company in Japan.

• 한국조리학회지
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• 제14권4호
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• pp.161-175
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• 2008

The purpose of this research is to find out the impact of quality management and differentiation strategies on customer satisfaction and management performance in family restaurants. In particular, it aims to identify whether such quality management and differentiation strategy have positive influence on customer satisfaction and perceived customer satisfaction as indicated through management performance. For the empirical analysis, a questionnaire survey was applied to a total of 250 customers who experienced family restaurant service in Seoul during the past one year. The model was tested using SPSS 12.0 and visual PLS(partial least squares) programs on a sample of the 198 surveys which showed a 92% usable response rate. The results of empirical analysis showed as follows: 1) quality management has a significant effect on customer satisfaction and differentiation strategies but not significant on management performance. 2) differentiation strategies have a significant effect on customer satisfaction and management performance. 3) customer satisfaction has a significant effect on management performance.

• 한국조리학회지
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• 제13권3호
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• pp.54-67
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• 2007

This study is purposed to find out the relation between the customer loyalty and customer satisfaction factors in Cheonan banquet service. To achieve the objects, customers of banquet companies in Cheonan were selected for a questionnaire survey and a total of 293 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and regression analysis. The results can be summarized as follows. First, gender, occupation, family forms showed the statistically different results in the service trust. Second, service trust, menu and traffic factors have been approved to affect the revisit intention of a customer significantly. Third, service trust, menu and facilities factors have been approved to affect the word-of-mouse intention significantly. In summary, banquet managers in Cheonan have to focus on the customer satisfaction factors such as service trust, menu, traffic, facilities to meet the customers' needs.

• Asia pacific journal of information systems
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• 제13권1호
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• pp.171-195
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• 2003

Providers for the commercial web sites are seriously competing for attraction and retention of customers. However, customer loyalty in the on-line business could be determined by factors different from those in the off-line business. In this paper, determinants for the customer loyalty in the on-line business are analyzed as two parts. The first part includes determinants that foster voluntary customer loyalty, such as satisfaction, self-involvement, and positive characteristics of Internet. The second part includes determinants that foster involuntary customer loyalty, such as switching barrier and bonds. Through the empirical study of 399 survey of Korean Internet users, both voluntary and involuntary factors contributing to the customer loyalty were found. Also, relationship between the positive characteristics of Internet and customer loyalty were found. The understanding of the determinants of customer loyalty will be an important information developing a winning strategy in the on-line business.

• 산업공학
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• 제20권4호
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

• 아태비즈니스연구
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• 제6권1호
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• pp.1-15
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• 2015

In our study, we tried to develop and test a model that aids further understanding of the sources of customer loyalty in the 3G telecommunications service. In addition, as the 3G could be understood as an innovative telecommunications service, we assume that the impact of factors related service attributes affecting customer loyalty is moderated by the customer's innovativeness. We analyzed our research model using 3G service users' data in Korea. Our results will have significant strategic implications for firms in this highly competitive industry. Particularly, it can be useful for mobile carriers interested in customer retention management and supposed to deliver a new telecommunications service like the 4G service that is on the horizon.