• Management & Information Systems Review
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• v.32 no.4
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• pp.1-25
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• 2013

The purpose of this study was to test the structural relationships among the related variables of university students' satisfaction. This study utilized nation-wide survey data previously collected from 1400 students distributed across 32 universities in Korea. NCSI model was used as a theoretical framework. Using the AMOS 17.0, the structural relationships among six variables were tested, including students' expectancy level, perceived quality, perceived value, satisfaction, complaint rate, and loyalty. The major findings of the study are as follows: First, students' expectancy level had a positive effect on perceived quality; but had no significant effect either on perceived value or on satisfaction. Second, perceived quality had positive effects on perceived value and satisfaction; and perceived value also had a positive effect on satisfaction. Third, students' satisfaction had a negative effect on complaint rate; but had a positive effect on loyalty. Fourth, students' complaint rate had a negative effect on loyalty. The study results imply that among the related variables of students' satisfaction, perceived quality and value of the products work as critical variables, and complaint rate and loyalty directly relate to students' satisfaction. The study suggested that in order to enhance students' satisfaction, universities employ the total quality system and the students' complaints resolution system.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.57-70
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• 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.

• Korean Journal of Soil Science and Fertilizer
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• v.46 no.6
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• pp.487-493
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• 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.

• Journal of Korean Society for Quality Management
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• v.40 no.3
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• pp.234-244
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• 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.

• Journal of Distribution Science
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• v.16 no.9
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• pp.53-58
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• 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
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• v.16 no.1
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• pp.195-214
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• 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.

• Proceedings of the CALSEC Conference
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• 2002.01a
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• pp.135-154
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• 2002

As the use of Information Technology is increasing, various kinds of IT service vendor proliferate. And most executives are trying to expand their field to online world. As the emphasis on Information Technology is inevitable, executives want to evaluate the service level they receive from IT service vendor. But. there's not yet the proper evaluation system for IT service. The evaluation systems like CMM, SPICE are process-focused. They don't give a look on the final product delivered to customer. On the other hand, the one that evaluate the customer satisfaction like ACSI, NCSI are too over-focused that they can't express the specific characteristics on the subjects that are deemed to evaluate. The focus is blurred. To overcome these limitations of existing framework, and to increase the value of evaluation, this study presents the evaluation system of IT service (afterwards, named as 'The new evaluation system') that derives process factors from IT service CMM, and evaluate customer satisfaction of IT service. Finally, the model was applied to the actual case to examine the practicality of the framework.

• Korean Journal of Soil Science and Fertilizer
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• v.46 no.3
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• pp.216-222
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• 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.