• 한국정보시스템학회지:정보시스템연구
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• 제20권3호
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• pp.257-277
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• 2011

The current study categorizes factors of smartphone into three, using KANO model: attractive factors which cause only product satisfaction, must-be factors for dissatisfaction, and one-dimensional factors for both. Based on it, it presents a new model for the effects that smartphone factors have on satisfaction or dissatisfaction. The purpose is to theoretically explain that smartphone factors on which companies and users place a high value can actually affect satisfaction or dissatisfaction. After choosing 15 factors out of 25 which had been selected through literature study, these were divided into attractive, must-be, and one-dimensional ones. 93 out of 109 questionnaires returned were used for analysis. After frequency analysis using SPSS were conducted on the surveys, the factors were grouped, based on KANO table. The grouping results are as follows. Attractive factors include 'expansion slots for external memory, battery desorption, brand awareness, mobile banking and internet telephony'. Must-be ones include 'multi-touch, information security, entertainment, information retrieval, location based service and SNS. Finally, 'screen visibility, size of internal memory, the amount of internal memory, battery life, and response to after-sales service' are classified as one-dimensional factors. A critical finding of this paper is that since the results are different depending on the operating system of smartphones, it must be taken into consideration in studies on smartphones. The wide and rapid spread of smartphones has changed people's lifestyle as well as business environment, which forces companies to compete with each other to adapt to the changed circumstances. In this competitive system, studies on smartphone factors of satisfaction and dissatisfaction are essential for firms to establish a new strategy. From this point of view, the present paper is expected to be a basic material for enterprises not only to develop goods and services that maximize customer satisfaction and minimize dissatisfaction, but also to establish the future business strategy.

• 복식문화연구
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• 제6권2호
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• pp.92-108
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• 1998

The purpose of this study was designed a) to examine the relative importance for college students' clothing disposal causes and their factor structure: b) to test the effects of gender, clothing satisfaction and family income on clothing disposal determinants; and c) to assess the relationship between clothing purchase determinants and overall clothing satisfaction and clothing disposal determinants. Data (n=660) were collected from college students in Cheju Do. The survey questionnaire composed of a revised Clothing Disposal Determinants Scale, Clothing Purchase Determinants Scale and background variables. First, the most important reasons for clothing disposal were to unfit with body change, get washed our and raise nap on clothe, wornout with long-term use, do not ware for new purchasing clothe, uneasy on wear. Second, factor analysis of the revised Clothing Disposal Determinants Scale revealed five factors; unfitness, fashion change, quality dissatisfaction, product efficiency decrement, and maintenance/inconvenience. Third, female students perceived significantly higher in fashion change and unfitness than male students. Forth, unfitness and product efficiency decrement were significantly discriminated between between clothing satisfaction groups, unfitness and fashion change variables were significantly discriminated between family income groups. fifth, impulsive purchase factor was the best predictor of composite clothing disposal measure, followed by individuality, clothing satisfaction, practicality. The best predictors of each disposal factors were individuality oriented purchasing criterion in unfitness factor. Fashion in fashion change, impulsive purchase in quality dissatisfaction and product efficiency decrement factors, and practicality in maintenance/inconvenience factor. As a whole, the most consistent predictor of clothing disposal determinants was impulsive purchase factor.

• 한국안전학회지
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• 제13권2호
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• pp.130-135
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• 1998

One aspect of customer dissatisfaction, safety or more correctly, the lack of product safety has received particular attention in courts and in legislatures, especially in the developed countries. Therefore, many companies have always regarded safety elements as an essential part of product manufacturing. In this paper, the case study on the product safety of infant cosmetics manufactured by a small-medium enterprise is presented. We have focused our study on safety level and control system of product safety, also analyzed the product defects caused by mixing process and all departments. It is found that the product defects(Complaints, Enquiries) is considerably decreased. These results could be used to deal with a product recall which companies hope never happens to them.

• 품질경영학회지
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• 제19권2호
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• pp.158-165
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• 1991

The Q-cost has been used in the manufacturing company to decide the optimal level of company's product quality, and to evaluate the effect of company's quality control system since the advent of Q-cost theory. In spite of the following costs are generated in the user side, owing to an unsuitable level of product quality and inadequacy of company's quality control system, these costs are not usually included in the company's Q-cost : (1) the cost generated in relation to a claim proposal as traffic expeneses and transpotation of the product. (2) the cost of maintenance through the useful life of the product, especially accured after quality warranty period. (3) the cost related to the economical efficiency in using the product. (4) the cost ralated to a customer dissatisfaction for the product quality. In this point of view, the contents of user side Q-cost, and the relations between the user side Q-cost and the level of company's product quality are discussed. And then the importance of user side Q-cost in order to determine the optimal quality level is discussed.

• 가정과삶의질연구
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• 제32권2호
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• pp.99-116
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• 2014

Domestic PB products have emerged and been distributed by hypermarkets, department stores, convenience stores, as well as TV home shopping channels and Internet shopping malls. However, the fierce competition among the distributors due to the emergence of the PB products have caused the diversion of consumers' recognition to be reduced weight and volume as well as had the effect of misleading consumers about the prices. The width of the PB product price's up and down is larger than the width of the NB product. Thus, following consumers' purchases of PB products, there has been an increasing number of consumer complaints. In order to research consumers' recognition of PB products and to examine how consumers' recognition and information search comparative to PB products affect consumers' dissatisfaction, an online survey targeted consumers with experience purchasing PB products. This study was conducted and analyzed using SPSS 19 Statistics. The findings can be summarized as follows. Even though more consumers who frequently purchased and used the PB products, the more they compared with information search comparative to the NB product and then purchased the PB product. We investigated the result that the relevant variables of consumer complaints have some relative influence in the purchasing of PB products. There will be a higher probability o the group having high recognition about price and safety not making consumer complaints in comparison with the probability of other consumers making complaints after the purchase of a PB product. Therefore, based on the results of this study, companies need to build a system so that they can figure out consumers' needs in order to prevent the occurrence of consumer complaints related to the products of distribution companies' brands. By means of the system, it is also necessary for companies to collect consumer complaints and analyze them by category. Then they eventually should develop a consumer-centered management system which may contribute to quality improvement, product development and the reduction of consumer complaints.

• 디지털융복합연구
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• 제13권7호
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• pp.79-88
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• 2015

본 연구에서는 신체에 대한 불만족이 체중조절행동을 유발한다는 점에 착안하여 이를 인터넷 쇼핑행동 중 사이즈 위험지각과 연결시켜 구매결정 유보행동에 이르는 영향관계를 실증적으로 알아보았다. 연실증연구결과 체중조절행동에는 식이요법, 물리적 시술 및 약물복용, 그리고 운동의 세 가지 주요활동이 있는 것으로 나타났다. 신체중조절행동에 있어서 성별의 차이는 나타났으나 연령 차이는 도출되지 않았다. 신체에 대한 불만족 중 체형에 대한 불만족은 운동에 의한 체중조절행동에 유의한 관계를 주었으나 신장과 몸무게에 대한 불만족은 체중조절행동과 관계가 나타나지 않았다. 치수위험지각에는 체중에 대한 불만족이 유의한 영향을 미쳤으며, 식이요법과 물리적시술 및 약물복용 행동이 치수위험지각에 유의한 영향을 주었다. 치수위험지각은 결국 구매연기나 오프라인 전환과 같은 구매결정유보행동에 유의한 영향을 줌으로 해서 온라인쇼핑에 영향을 미치는 것으로 나타났다. 본 연구는 체중조절행동과 신체불만족, 그리고 온라인 쇼핑시의 치수위험지각을 연결시킨 융합적 접근방법을 통하여 관련변수들의 영향관계를 살핀 데에 의의가 있다.

• 한국빅데이터학회지
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• 제5권1호
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• pp.41-54
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• 2020

최근 인터넷 채널의 확장, 금융 기술과 정보통신기술이 발달하면서 해외직접구매가 확대되었다. 해외직접구매는 비교적 저렴한 가격의 제품과 국내에서 구하기 힘든 제품을 제공함으로써 소비자에게 가격, 희소성 면에서 유리한 위치를 선점하고 있지만, 아무래도 국내에서 구매하는 것보다 배송, 제품, A/S·환불 면에서 소비자 불만족이 발생할 확률이 높다. 따라서 본 연구에서는 해외직접구매 활성화에 따른 소비자 불만족을 분석하고 해외직접구매 문제점의 개선 방안을 연구하였다. 연구 방법으로 한국소비자원, 관세청, 한국무역협회에서 여러 통계자료를 수집했고, 탐색적 자료 분석 기법(EDA)을 활용해 분석하였다. 분석 결과 소비자는 해외직접구매 관련 정보에 대해 잘 알지 못한다는 것과 구매 유형에 따라 소비자 불만 유형이나 정도가 달라짐을 확인하였다. 따라서 본 연구는 EDA를 활용하여 해외직접구매의 전체적인 현황과 소비자 불만족을 파악하고 이에 따른 해외직접구매의 개선 방안을 제시함으로써 해외직접구매의 활성화 방향을 제시하는데 시사점이 있다.

• 한국포장학회지
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• 제27권1호
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• pp.9-16
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• 2021

The present study was conducted to accomplish management efficiency by preparing preemptive measures for consumer dissatisfaction and overcome risks caused by Global Warming through studies of model cases in packaging. Through this study, we made it possible to find a way for companies to prepare for Global warming and consumer dissatisfaction. By contributing to eco-friendly packaging, we are trying to preemptively respond to recent major issues through packaging. Through this experiment, we tried to measure the degree of penetration of Plodia interpunctella H. larva into the insect repellent film produced by printing Ink containing a natural repellent. The control experiment was conducted with an untreated LDPE film to which no insect repellent was applied. The numbers decreased from 17 to 7 when the film was processed with repellent to show experimental results verifying effects of repellent by decrease in 10 (58.8% Decrease). Such results show that it is safe when the film is unfolded but in the case where the film is folded, the Plodia interpunctella H. punches through the film to lead to consumer dissatisfaction and it suggests that this can bring on risks to corporate management. Considering that most of the film is folded in the case of PE bag packaging, the direction which the corporations should take in terms of preparing for climate change countermeasures and consumer dissatisfaction has been clarified. Due to it receiving satisfactory results in safety rest results for printing film applied with pest repellent as well as the Quality analysis to test repellent contents of repellent film, it is certain that the importance of repellent method in packaging will increase in preparing for consumer dissatisfaction and actions against climate change henceforth.

• 한국산업안전학회:학술대회논문집
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• 한국안전학회 1998년도 춘계 학술논문발표회 논문집
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• pp.321-326
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• 1998

One aspect of customer dissatisfaction, safety or more correctly, the lack of product safety has received Particular attention in courts and in legislatures, especially in the developed countries. Therefore, many companies have always regarded safety elements as an essential part of product manufacturing. In this paper, the case study on the product safety of infant cosmetics manufactured by a small-medium enterprise is presented We have focused our study on safety level and control system of product safety, also analyzed the product defects caused by mixing process and all departments. It is found that the product defects( Complaints, Enquiries ) is considerably decreased. These results could be used to deal with a product recall which companies hope never happens to them

• 한국의류학회지
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• 제30권6호
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.