• 경영과정보연구
• /
• 제32권4호
• /
• pp.1-25
• /
• 2013

본 연구는 대학생의 만족도와 관련된 변인들 간의 구조적 관계를 검증하는 데 목적을 두었다. 이를 위하여 본 연구는 우리나라 대학생의 학교생활 만족도를 조사하기 위하여 전국 7개 지역에 소재하고 있는 32개 대학교 학생 1,400명을 대상으로 실시한 설문조사 자료에서 해당부분을 발췌하여 활용하였다. 이론적 모형으로는 한국생산성본부가 제시한 NCSI를 활용하였으며, AMOS 17.0을 활용하여 학생의 기대수준, 인지품질, 인지가치, 만족도, 불평률, 충성도를 포함한 6개 변수들 간의 구조적 관계를 검증하였다. 검증 결과, 첫째, 학생의 기대수준은 인지품질에 유의한 정(+)의 영향을 미치지만 인지가치와 만족도에는 유의한 영향을 미치지 않았다. 둘째, 인지품질은 인지가치와 만족도에, 그리고 인지가치는 만족도에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 만족도는 불평률에는 부(-)의 영향을, 충성도에는 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 불평률은 충성도에 부(-)의 영향을 미치는 것으로 나타났다. 이러한 결과는 대학생의 만족도와 관련하여 해당 상품에 대해 학생들이 인지하는 품질과 그에 부여하는 가치가 결정적 요인으로 작용하고 있으며, 학생의 만족도는 불평률 또는 충성도와 직접적으로 연관되어 있음을 의미한다. 이러한 결과를 토대로 본 연구는 대학 당국이 학생의 만족도를 제고하기 위하여 총체적 질관리 시스템을 구축하고 학생고충처리 시스템을 운용할 것을 제안하였다.

• 품질경영학회지
• /
• 제39권1호
• /
• pp.57-70
• /
• 2011

The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.

• 한국토양비료학회지
• /
• 제46권6호
• /
• pp.487-493
• /
• 2013

The effects of long-term fertilization on soil biological properties and microbial community structure in the plough layer in a rice paddy soil in southern Korea were investigated in relation to the continuous application of chemical fertilizers (NPK), straw based compost (Compost), combination these two (NPK + Compost) for last 40 years. No fertilization plot (Control) was installed for comparison. Though fertilization significantly improved rice productivity over control, the long-term fertilization of NPK and compost combination was more effective on increasing rice productivity and soil nutrient status than single application of compost or chemical fertilizer. All fertilization treatments had shown significant improvement in soil microbial properties, however, continuous compost fertilization markedly increased soil enzyme and microbial activities as compared to sole chemical fertilization. Results of microbial community structure, evaluated by EL-FAME (ester-linked fatty acid methyl esters) method, revealed big difference among Control, NPK, and Compost. However, both Compost and Compost+NPK treatments belonged to the same cluster after statistical analysis. The combined application of chemical fertilizer and organic amendments could be more rational strategy to improve soil nutrient status and promote soil microbial communities than the single chemical fertilizer or compost application.

• 품질경영학회지
• /
• 제40권3호
• /
• pp.234-244
• /
• 2012

Purpose: In the private sector, many Customer Satisfaction Index Models have already been developed and are being applied in a variety of industries. In spite of continuously increasing of quality for military goods, measuring tools of Quality Satisfaction have not been developed yet. Method: In 2004, Defense Quality Assurance Agency and Seoul National University jointly developed MCSI(Military Customer Satisfaction Index) as a benchmark NCSI(National Customer Satisfaction Index), but it is limited to aply to military goods. We focused on product quality and developed MQSI(Military Quality Satisfaction Index) Model. Result: We propose a new Satisfaction Index Model(MQSI, Military Quality Satisfaction Index) that can be applied to military goods. Conclusion: In this study, configuration and variables of MQSI Model are described. Also the result of preliminary survey is briefly explained.

• 유통과학연구
• /
• 제16권9호
• /
• pp.53-58
• /
• 2018

Purpose - This study aims to examine how the time variations of customer satisfaction influence retail firms' performance. Research design, data, and methodology - The study employs yearly time series customer satisfaction data of Korean retail secured from the National Customer Satisfaction Index(NCSI) for the 2011~2016 period. Our data includes a total of 90 observations of 15 retail firms in 5 different sector(department store, filling station, large discount store, open market, TV home shopping). We obtained the firm performance data from the KIS Value database. The variables for financial performance include sales and net profit. Results - The results show that customer satisfaction has dynamic effects on retail firms' performance. More specifically, the time variation of customer satisfaction has the moderating effect on the linkage between customer satisfaction and financial performance as well as direct effects on the firms' financial performance. Conclusions - Customer satisfaction has the current effect lasting over time on firm performance and changes of customer satisfaction in positive direction also impact on firm performance. Retail firms need to not only focus on improving customer satisfaction in the current term, but make efforts to continuously enhance customer satisfaction in the long term.

• Asia Marketing Journal
• /
• 제16권1호
• /
• pp.195-214
• /
• 2014

Many oil refinery companies have been proactively carried out marketing activities to survive in highly intensified service station industry. In 2012, SK Energy ranked number one in three customer satisfaction surveys (NCSI, KCSI, and KS-SQI). SK Energy's success is in its differentiated customer satisfaction business strategy. SK Energy has been implementing various marketing activities. As a part of the activities, it issued an affinity credit card with on spot discount privilege for the first time in the oil refinery industry. SK Energy also issued EnClean bonus card for OK Cashbag points that can be used for discounts at the service stations. On top of all, SK Energy generated point value-up with '3K Exclusive Privilege' program. In addition, team 'CS 119' was formed to noticeably improve the service. 'CS 119' visited each service station, diagnosed its CS service level then provided customized field training for improvement. Long-termimplementation of 'ACE Program', a field-base CS monitoring system, regularly checked customer satisfaction level. 'ACE Program' has significantly contributed improving SK Service Station's service quality and customer satisfaction. This case reviews customer satisfaction marketing activities SK Energy carried out. The focus is on distinctive factors that distinguish SK Energy's customer satisfaction marketing activities from competitors.

• 한국전자거래학회:학술대회논문집
• /
• 한국전자거래학회 2002년도 e-Biz World Conference
• /
• pp.135-154
• /
• 2002

1990년대 정보기술의 발달과 더불어 기업들의 e-비즈니스화 추세가 가속화 되고 있고, 이로부터 e-비즈니스와 깊은 연관성을 지닌 IT산업의 중요성이 커지고 있다. 이에 IT 산업이 제공하는 IT 서비스를 평가하고자 하는 움직임이 활발해지고 있다. 하지만 기존의 IT 서비스 평가 모형은 개발자 혹은 사용자 중 한쪽으로만 치우친 관점으로 이와 같은 평가 모형은 IT 서비스를 총체적으로 평가하지 못하여 평가 후 공급업체와 고객에게 주는 피드백 가치가 낮아지는 결과를 낳는다. 이에 본 논문에서는 IT 서비스에 특화된 프로세스를 기반으로 한 고객만족도 성숙체계를 제시하였다. 또한 IT 서비스 고객만족도 성숙체계를 기반으로 한 IT 서비스 평가 체계를 도출하였다. 또한. 본 논문에서는 IT 서비스 고객만족도 평가체계를 제안하면서 이를 실제 사례를 통해 모형 적용의 예를 제시하였다.

• 한국토양비료학회지
• /
• 제46권3호
• /
• pp.216-222
• /
• 2013

Fertilizer management has the potential to promote the storage of carbon and nitrogen in agricultural soils and thus may contribute to crop sustainability and mitigation of global warming. In this study, the effects of fertilizer practices [no fertilizer (Control), chemical fertilizer (NPK), Compost, and chemical fertilizer plus compost] on soil total carbon (TC) and total nitrogen (TN) contents in inner soil profiles of paddy soil at 0-60 cm depth were examined by using long-term field experimental site at $42^{nd}$ years after installation. TC and TN concentrations of the treatments which included N input (NPK, Compost, NPK+Compost) in plow layer (0-15 cm) ranged from 19.0 to 26.4 g $kg^{-1}$ and 2.15 to 2.53 g $kg^{-1}$, respectively. Compared with control treatment, SOC (soil organic C) and TN concentrations were increased by 24.1 and 31.0%, 57.6 and 49.7%, and 72.2 and 54.5% for NPK, Compost, and NPK+Compost, respectively. However, long term fertilization significantly influenced TC concentration and pools to 30 cm depth. TC and TN pools for NPK, Compost, NPK+Compost in 0-30 cm depth ranged from 44.8 to 56.8 Mg $ha^{-1}$ and 5.78 to 6.49 Mg $ha^{-1}$, respectively. TC and TN pools were greater by 10.5 and 21.4%, 30.3 and 29.6%, and 39.9 and 36.3% in N input treatments (NPK, Compost, NPK+Compost) than in control treatment. These resulted from the formation and stability of aggregate in paddy soil with continuous mono rice cultivation. Therefore, fertilization practice could contribute to the storage of C and N in paddy soil, especially, organic amendments with chemical fertilizers may be alternative practices to sequester carbon and nitrogen in agricultural soil.