• 한국식생활문화학회지
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• 제24권6호
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• pp.581-587
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• 2009

This study was conducted to establish basic data to improve the service quality of the Korean food service industry by evaluating the experience that Chinese tourists have at Korean restaurants. To accomplish this, we analyzed the common dining out style of Chinese tourists and how their expectations were influenced by the Korean culture and movies and dramas. We then compared the customer satisfaction of Chinese tourists before and after visiting Korean restaurants. The results of this study suggest that before and after visiting Korean restaurants. The results of this study suggest that advertising of the Korean culture and movies and dramas to Chinese who dine out on a regular basis should be accelerated. In addition, the Korean food industry must develop distinct marketing strategies and improve the food menu and service to satisfy Chinese tourists who visit Korea often.

• 한국조리학회지
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• 제20권4호
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• pp.224-238
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• 2014

본 연구의 목적은 서비스기업의 물리적 환경이 고객이 경험하고 소비하게 되는 서비스상품과 메뉴품질지각에 어떠한 영향을 미치는지 그리고 고객태도에 어떠한 영향을 미치는지를 확인하는 것이다. 연구목적을 달성하기 위해 물리적 환경, 서비스품질, 메뉴품질 그리고 고객만족에 관하여 이론적 고찰을 실시하였으며, 가설검증을 위해 실증 조사 분석을 실시하였다. 분석결과는 다음과 같다. 1) 서비스기업의 물리적 환경은 매력도, 청결도, 주변요소, 공간 및 편리성요인으로 확인되었다. 2) 물리적 환경요인 중 매력도, 청결도, 주변요소 요인은 고객이 지각하는 서비스품질에 유의한 영향을 미치는 것으로 나타났다. 3) 물리적 환경요인 중 매력도, 청결도, 주변요소 요인은 고객이 지각하는 메뉴품질에 유의한 영향을 미치는 것으로 나타났다. 3) 고객이 지각한 서비스품질은 메뉴품질에 유의한 영향을 미치는 것으로 나타났다. 4) 고객이 지각하는 서비스품질과 메뉴품질은 고객만족에 유의한 영향을 미치는 것으로 나타났다.

• 동아시아식생활학회지
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• 제18권5호
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• pp.849-860
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• 2008

The principal objective of this study was to assess the behavior of customers who visit hotel buffet restaurants. This information will provide us with a good marketing strategy, allowing us to control for different customer characteristics and focus on giving marketers useful clues that make it easy to understand the selective attributes for hotel buffet restaurants. Thus, the application of selective attributes is predicated on the results of the analysis. Additionally, this survey was completed by regular customers. The following are the concrete results of the study. First of all, customer's behaviors differ radically with the selective attributes of hotel buffet restaurants. The most crucial factors were found to be "quality of food", "hygiene & cleanliness", and "service". These factors have nothing to do with customer characteristics & demographic features. "Opinions of their relatives, colleagues" and "experience of restaurants" are all sources that substantially influence the selective attributes of restaurants and this is the only way to survive the ever-changing market situation. Finally, hotel buffet restaurants generally attempt to lure customers with healthy food, special corners, fresh vegetables, and fresh sashimi, as compared to the services provided by hotel outlets. According to upgrade service quality & restaurant interior, also, buffet restaurants tend to provide guests with a more charming. Food service companies should consider the question "what really is service?" and thus seek to provide a variety of events. Preparing for unforeseeable market situations, we should execute efficient marketing strategies in order to assure continued customer satisfaction.

• 한국건설관리학회논문집
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• 제10권3호
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• pp.111-121
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• 2009

국내 건설업체들은 비용절감과 성능향상을 통해 고객의 요구를 반영하고자하는 노력의 일환으로 설계단계의 가치공학(Value Engineering, 이하 VE)을 적극적으로 검토하고 있지만, 실제 VE 활동에서는 고객의 요구가 충분히 반영되지 않고 있으며, 고객의 요구를 측정하는 준비단계에서 기능분석, 아이디어 창출단계에 걸친 순차적인 진행 또한 미비한 실정이다. 본 연구에서는 고객의 요구기능이 VE 수행절차에 체계적으로 반영될 수 있도록, 공리적 설계이론(Axiomatic Design Theory)을 설계VE 프로세스에 도입하여 기존의 설계VE 프로세스를 보완하는 고객만족형 설계VE 프로세스를 제안하고자 한다. 고객만족형 설계VE 프로세스는 설계VE와 공리적 설계의 프로세스 및 특성상의 유사성을 바탕으로 두 이론의 연계방안을 정리하고, 기존의 설계VE 프로세스에 공리적 설계 프로세스를 추가.보완하는 형태로 완성한다. 이때 프로세스의 초기단계인 고객의 요구를 측정하고 정리하는 과정에서, 거주 후 평가(Post-occupancy Evaluation)를 활용하는 방안을 제시한다. 설계VE에 거주 후 평가를 활용하기 위해 평가 기준 및 방법을 설정하고, 이를 바탕으로 고객요구 측정 절차를 수립하여 그 절차에 따라 설문을 작성한다. 본 연구의 결과는 지금까지 국내 설계VE 활동에서 미진하였던 고객요구를 적극 반영하고, 기능과 아이디어의 관계에서 기능-아이디어-기능의 지그재그 창출 방법을 통해 기능-아이디어간의 연계를 명확하게 하여, 체계적이고 효율적인 VE활동을 기대할 수 있다.

• 한국조리학회지
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• 제24권3호
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• pp.133-143
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• 2018

The purposes of this study was to investigate how interpersonal relationship stress had the impact on job attitude and turnover intention. To perform this study, total 420 questionnaire were distributed to regular hotel employees from October 16th to November 26th in 2017. Unworkable data were excluded, and final 344 usable responses were obtained for an empirical analysis. Frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and regression analysis were measured by using SPSS 18.0, respectively. For the study structure, interpersonal relationship stress primarily concentrated on the boss/staff/colleague/customer stress. Job attitude was divided into organization commitment and job satisfaction. Transfer intention was a single factor. The results of this study were shown as follows: Hypothesis 1, boss/customer stress have a negative effect on organization commitment and boss/colleague/customer stress have a negative effect on job satisfaction. Hypothesis 2, boss/customer stress have a positive effect on transfer intention. Hypothesis 3, tissue commitment have a negative effect on transfer intention. This results of this study have shown that stress management of employee is a source of management result in hotel business. This study have given to the hotel's human resource management and internal marketing for the practical implication and academical use.

• 무역학회지
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• 제48권2호
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• pp.45-69
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• 2023

4차 산업기술의 등장은 전반적인 산업에 다양한 변화와 혁신을 일으켰으나 복잡한 서류 과정과 다양한 이해관계자가 포함된 물류 산업의 디지털라이제이션은 타 산업에 비해 다소 뒤처져 있었다. 하지만 물류 산업에서의 디지털라이제이션에 대한 변화와 혁신은 COVID-19의 영향으로 급물살을 타기 시작하며 가속화되었다. 따라서 본 연구는 가속화된 컨테이너 정기선사들의 디지털라이제이션 현황을 확인하고 정기선사의 디지털라이제이션이 고객만족과 활용의도에 미치는 영향 관계를 분석하였다. 본 연구는 선행연구를 기반으로 설문을 작성하여 컨테이너 선박회사의 디지털라이제이션 상품을 사용해 본 경험이 있는 물류업계 종사자를 대상으로 2022년 9월 한 달 간 설문조사를 실시하였으며 총 144부의 설문 응답을 분석에 활용하였다. 분석결과, 첫째, 사용 용이성은 유용성에 정(+)의 영향을 미치는 것으로 확인되었다. 둘째, 사용용이성은 고객만족에 정(+)의 영향을 미치는 것으로 분석되었다. 셋째, 유용성은 고객만족에 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 유용성은 활용의도에 정(+)의 영향을 미치는 것으로 나타났다. 다섯째, 고객만족은 활용의도에 정(+)의 영향을 미치는 것으로 나타났다. 연구결과를 종합하면 정기선사의 디지털라이제이션이 사용하기 편리하고 유용하면 고객만족과 활용의도에 긍정적인 영향을 미치는 것을 확인할 수 있다.

• International Journal of Advanced Culture Technology
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• 제8권1호
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• pp.56-61
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• 2020

Customer satisfaction in retail stores are considerably affected by checkout services. Self-checkout counters have been installed in order to reduce waiting times at checkout in retail stores. However, it is uncertain whether the self-checkout lanes actually decrease the average waiting time of customers. Rather, there are some problems associated with self-checkout lanes such as theft or service failure due to technological problems. This study analyzes comparison between self-checkout and regular staffed-checkout lanes, based on the dataset collected from a retail store in Poland. As a result, we observe that the average transaction times were longer at the self-checkout lanes though fewer products were purchased than at the staffed-checkout lanes. In addition, the customers who buy more products tend to use self-checkouts less frequently. We also check that transaction times are proportional to the number of products customers purchase, and that both the time to scan one item and the fixed time related to checkout are significantly longer at the self-checkout counters. As there has been very few research on the effectiveness of self-checkouts, this study can be the first step to investigate managerial insights on checkout services in retail stores.

• 복식
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• 제59권1호
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• pp.146-158
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• 2009

The purpose of this study was to identify hair salon's implementation strategies and current service condition for mass customization. The questionnaire was composed of 82 questions. 115 hair salon's directors were subjects of this study. The results were as follows: Hair salon's mass customization strategies were categorized into 6 factors such as staff's technique, communication service, electronic products, monetary support, man-to-man service, and dissatisfaction removal service. Hair salons were categorized into 2 groups of a high implementation group and a low implementation group. A high implementation group had a higher monthly sales and more regular customers and staff. The hair salons were franchises and were more spacious in the high group. They were located at fashion street, department store, or outlet mall, and offered fashionable hair styles. However, a low implementation group had a lower monthly sales and less regular customers and staffs. The size of hair salon was small in the low group. They were located in residential areas and offered basic hair styles.

• 전기학회논문지
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• 제58권1호
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• pp.1-6
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• 2009

The traditional demand prediction was based on the technique wherein electric power corporations made monthly or seasonal estimation of electric power consumption for each area and subscription type for the next one or two years to consider both seasonally generated and local consumed amounts. Note, however, that techniques such as pricing, power generation plan, or sales strategy establishment were used by corporations without considering the production, comparison, and analysis techniques of the predicted consumption to enable efficient power consumption on the actual demand side. In this paper, to calculate the predicted value of electric power consumption on a short-term basis (15 minutes) according to the amount of electric power actually consumed for 15 minutes on the demand side, we performed comparison and analysis by applying a 15-minute interval prediction technique to the average and that to the time series analysis to show how they were made and what we obtained from the simulations.

• 대한간호학회지
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• 제41권1호
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• pp.129-140
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• 2011

Purpose: This study was done to develop an instrument for measuring intellectual capital and assess its validity and reliability in identifying the components, human capital, structure capital and customer capital of intellectual capital in hospital nursing organizations. Methods: The participants were 950 regular clinical nurses who had worked for over 13 months in 7 medical hospitals including 4 national university hospitals and 3 private university hospitals. The data were collected through a questionnaire survey done from July 2 to August 25, 2009. Data from 906 nurses were used for the final analysis. Data were analyzed using descriptive statistics, Cronbach's alpha coefficients, item analysis, factor analysis (principal component analysis, Varimax rotation) with the SPSS $PC^+$ 17.0 for Windows program. Results: Developing the instrument for measuring intellectual capital in hospital nursing organizations involved a literature review, development of preliminary items, and verification of validity and reliability. The final instrument was in a self-report form on a 5-point Likert scale. There were 29 items on human capital (5 domains), 21 items on customer capital (4 domains), 26 items on structure capital (4 domains). Conclusion: The results of this study may be useful to assess the levels of intellectual capital of hospital nursing organizations.