• Journal of Korean Library and Information Science Society
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• v.37 no.4
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• pp.247-270
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• 2006

The purpose of this study is to measure customer satisfaction index of NDSL. we propose new model of the user satisfaction index for NDSL and verify the new model through the analysis of structural equation model, LISREL. We also build new measurement method for customer satisfaction index by different dimension and measure diverse customer satisfaction index according to different calculation method.

• Journal of Korean Institute of Industrial Engineers
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• v.32 no.2
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• pp.153-162
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• 2006

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. In this paper, potential customer satisfaction improvement (PCSI) index was developed using Kano model and CS coefficient. Timko has developed customer satisfaction (CS) coefficient based on Kano model. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. In order to explain the meaning of PCSI index, a case syudy of a Family Restaurant is done. It is also discussed how to use the index strategically.

• Management & Information Systems Review
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• v.3
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• pp.399-417
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• 1999

The purpose of this paper id to study the factors influencing MIS user satisfaction. For this purpose. I have reviewed the results of past studies on the performance factor of MIS, and introduced a new model associated with small & Medium Business. On the basis of this model, I have hypothesized that the following variables influence user satisfaction : (gender, age), individual characteristics(user attitude, training for user), managerial characteristic(top management involvement, organizational support) and task characteristics(task structure). There were 195 participants surveyed using questionnaires from 25 different small & medium Business in Pusan. The research model and associated hypotheses were tested by following statistical techniques: reliability test, regression, t-test and ANOVA. The findings of this study are follows; 1. It was found that gender and age are not correlated user satisfaction. 2. Among individual characteristics, only user attitude influence user satisfaction significantly. 3. While organizational supports influence positively user satisfaction, top management involvement do not influence it. 4. Task structure is highly correlated with user satisfaction. In spite of many factors affecting MIS success, this study did not consider all variables affect on user satisfaction. We need integrated model including more various factors.

• Management & Information Systems Review
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• v.25
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• pp.371-386
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• 2008

In this study, the hypothesized model of internet user satisfaction in e-commerce environment is developed and the relationships among constructs in the model are examined. A Confirmatory factor analysis is employed to analyze the relationships between the multiple dependent variables and independent variables.

• The Korean Journal of Franchise Management
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• v.12 no.4
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• pp.25-40
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• 2021

Purpose: Marketing communication with customers is essential for companies to survive and grow in a fiercely competitive environment. Advertising is one of the most readily accepted marketing communications by consumers. Unlike a company that owns a distribution network, advertising is vital for a franchise. In general, many advertising models select celebrities. Celebrities are more likely to attract audience attention and influence consumers' purchase intentions. Customers satisfied with advertising are more likely to stay loyal and buy again when the company launches a new product. In addition, customers form a brand image through advertisements. Therefore, in this study, the effect of the characteristics of the foodservice franchise advertising model characteristics on model satisfaction, brand image, and purchase intention. Research design, data, and methodology: The survey of this study was conducted among consumers over the age of 20 who had seen a restaurant franchise advertisement and visited a store within the last 2 months. 305 copies were collected for 7 days during the survey period, from October 21 to October 27, 2021. Among the collected questionnaires, 12 insincere questionnaires were excluded, and 293 were used for analysis. SPSS 25.0 and Smart PLS 3.0 were used as data collected to test the hypothesis. Result: As a result of the study, among the advertising model characteristics of a foodservice franchise, reliability, attractiveness, expertise, and closeness all had a significant positive (+) effect on model satisfaction. In addition, reliability and closeness were found to have a significantly positive (+) effect on brand satisfaction, but attractive and expertise did not significantly affect brand image. Finally, model satisfaction was found to have a significant positive (+) effect on brand image and purchase intention. Brand image also appeared to have a significant positive effect on purchase intention. Conclusions: Research Results First, this study verified the effect of a restaurant franchise advertising model using celebrities by using the characteristics of the advertising model. Second, this study developed a conceptual structure for model characteristics - model satisfaction - brand image - purchase intention. Third, the restaurant franchise marketer needs to select a model in consideration of the privacy of the advertising model. Fourth, consumers tend to equate advertising models with advertising

• Journal of the Korean Data and Information Science Society
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• v.16 no.2
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• pp.301-311
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• 2005

This study has conducted to measure the internet banking customer satisfaction using structured equation model. Data was collected by e-mail system. Among survey panel who had experience of using Hanwha-Bank internet banking service, final samples were 2,848 respondents. The results showed that usage convenience and economy factor was most correlated with customer satisfaction. And we found that word-of-mouth behavior was affected customer satisfaction.

• Proceedings of the Korean Association for Survey Research Conference
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• 2000.11a
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• pp.7-19
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• 2000

Much effort has been made to reliably measure customer satisfaction in the industry. Considering different ways of measuring and indexing satisfaction, the research on customer satisfaction warrants further development. We examined the major customer satisfaction indices along with the prior research stream of satisfaction, focusing on ACSI (American Customer Satisfaction Index). We, then, presented the empirical results of customer satisfaction model, using the data collected toward some public services provided by Seoul Metropolitan Government-owned businesses, which implied the usefulness of ACSI model. Finally, we discussed the study findings and limitations.

• Proceedings of the Korean Society for Quality Management Conference
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• 2010.04a
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• pp.291-309
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was developed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• Journal of Korean Society for Quality Management
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• v.38 no.2
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• pp.248-260
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (;must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• 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.