• 한국도서관정보학회지
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• 제24권
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• pp.275-300
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• 1996

The writer obtained a Conclusion through this thesis as follows: First : There a n.0, ppeared that users, Cognition degree for librarian's Social status is very high. As it were, response for questioning about librarian's scholarly attainments and business type is almost accurate that we anticipate the expectation value for the librarian is very high. Second : The satisfaction degree of information services acquired by the users through public library was very skeptic. Due to the poorness of information media that we wish, and deterioration of data, it losed its qualification as a creation organization for the true information, but lots of people emphasized their opinion it only role as a "study room". Third : A questioning about librarian"s assiduity in the public library, there are lots of users Complain. Main factor of that dissatisfaction is Unkindness, and business like(duplicated) assiduity. Not only this but main desire to the public library in pusan down town by the users is also a n.0, ppeared as Kind Service. Fourth : General Controversial points in public libraries in pusan area indicated by the users who responded to the subjective questions are poor data, lack of kind service attitude and poor facilities.oor facilities.

• 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.

• 보건의료산업학회지
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• 제6권1호
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• pp.53-63
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• 2012

The purpose of this study is to examine the influence of external image and self perfectionism on the depression. The survey collected 240 subjects from 3 university students in Seoul, Korea. The research period was from May to June of 2011 and the collected data were analyzed using the SPSS 15.0. As a result of this research, those with lower self image level, those with higher self perfectionism increased the depression level. It is necessary to develop programs for university students considering the fact that external image and self perfectionism influence on the depression. Moreover, it should be developed that solutions can decrease psychological pressure and overcome overwhelming expectation.

• 한국조리학회지
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• 제7권3호
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• pp.211-239
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• 2001

A study is on the coupon which is one of the sales promotion methods for family restaurant. The factor of family restaurant coupon use in the study was analyzed based on theoretical study. In addition, difference of food service manners by behavior and demographic factor, and so by means of this factor was analyzed and was done t-Test and anova. As a result of this study, eight factors were found. This eight factors were named by researcher. Eight factors are as follows There are 1. factor taste, 2. factor choice, 3. factor expectation, 4. factor satisfaction, 5. factor durability, 6. factor convenience, 7. factor safety, 8. factor preference. These factors influence family restaurant coupon used by customer. And so we know that between demographic factor and food service manners are different. In the conclusion, the factor of family restaurant coupon use, by valuable sides and typical sides was presented as the sales promotion methods for coupon. First, valuable side endows coupon with value and so lead persistent purchase. Second, typical side cause interest and so leads repurchase. But in the future, continuous study should be go on for satisfaction of customer and effective marketing strategy of family restaurant.

• 한국조리학회지
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• 제8권2호
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• pp.19-35
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• 2002

본 연구는 서비스업에서 서비스 품질을 측정하는 것에 있어서 표준과 기대치에 관한 비교다. 외식산업에서의 기대의 개념은 서비스 품질을 측정한다는 것으로 이를 표준화하기 위해 광범위하게 사용되었다. 그러나, 서비스 품질 측정에 있어서 기대치가 당위성과 신뢰성에 의해 많은 연구자들에 의해 비평되었다. 이 연구의 목적은 기대치에 통한 서비스업에서의 서비스 품질을 측정한다는 것이다. 본 연구는 다음과 같은 한계점을 가진다. 첫째로, 연구의 표본수가 적기 때문에 분석에 있어서 신뢰성이 떨어졌다. 둘째, 한정된 한국의 호텔을 이용했던 여행자에 한하여 설문을 했기 때문에 객관성이 결여될 수가 있다. 셋째, 총체적인 서비스 품질과 고객 만족의 측정은 하나의 항목 저울과 이와 같이 그것을 사용하면서 수행되었기 때문에 이들의 신뢰성을 추정하는 것이 불가능했다. 연구결과 소비자가 서비스의 평가를 위한 비교 기준으로서 기대치에 대한 4개의 다른 수준을 가진 요인을 사용하였다. 본 연구에 있어서 기대의 개념이 고객 만족에 서비스 품질보다 관계가 높다는 것을 밝힌다.

• 보건의료산업학회지
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• 제5권3호
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• pp.41-52
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• 2011

This study is to identify the related factors for birth bringing-up from 544 women from 20s to 40s who can be pregnant residing in Busan in order to explore the method for birth encouragement in the midst of the low birth reality in Korea. It was revealed from the research result that the married women who have a birth plan recognize the marriage and the value of the children more importantly than the economical burden. In addition, it was known that the wished number of the children for unmarried women was influenced most greatly by the marriage and the value of the children. The expectation of the institutional supporting for the birth encouragement was the consideration for the time of bringing up and support to returning to the labor market after the birth.

• 대한안전경영과학회지
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• 제5권3호
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• pp.107-119
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• 2003

Expectation and interest about e-CRM are rising for more efficient customer management in on-line including electronic commerce. The decision-making tree can be used usefully as the data mining technology for e-CRM. In this paper, the representative decision making techniques, CART, C4.5, CHAID analyzed the differences in personalization point of view with actuality customer data through an experiment. With these analysis data, it is proposed a new decision-making tree system that has big advantage in personalization techniques. Through new system, it can get following advantage. First, it can form superior model more qualitatively in personalization by adding individual's weight value. Second it can supply information personalized more to customer. Third, it can have high position about customer's loyalty than other site of similar types of business. Fourth, it can reduce expense that cost marketing and decision-making. Fifth, it becomes possible that know that customer through smooth communication with customer who use personalized service wants and make from goods or service's quality to more worth thing.

• 한국멀티미디어학회논문지
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• 제19권8호
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• pp.1574-1586
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• 2016

The aims of this research is to build Customer Delight index contents model for measuring the influential factors - Customer Delight and identify the relationship among Customer Delight, Customer Satisfaction and Customer Loyalty. Customer Delight hypothesis model was proposed by Catering Service Industry of Starbucks and validate the final questionnaire; 7 point Likert scale was used in the questionnaire, Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) are used to analyze the reliability. And path analysis was used to evaluating the final hypothesis model. The results of this research was that the customer Self-involvement can lead to high awakening level and it also bring positive emotion to the customer. Awakening Level and positive emotion were the key factors for the Customer Delight. Instead of customer expectation, Customer Delight is based on customer awakening level and positive emotion which is different from Customer Satisfaction model. It is clearly to see the discrepancies between Customer Delight and Customer Satisfaction.

• International Journal of Fuzzy Logic and Intelligent Systems
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• 제7권3호
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• pp.165-170
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• 2007

Recommendation systems provide users with proper services using context information being input from many sensors occasionally under ubiquitous computing environment. But in case there isn't sufficient context information for service recommendation in spite of much context information, there can be problems of resulting in inexact result. In addition, in the quantification step to use context information, there are problems of classifying context information inexactly because of using an absolute classification course. In this paper, we solved the problem of lack of necessary context information for service recommendation by using dynamic profile information. We also improved the problem of absolute classification by using a relative classification of context information in quantification step. As the result of experiments, expectation preference degree was improved by 7.5% as compared with collaborative filtering methods using an absolute quantification method where context information of P2P mobile agent is used.

• 산학경영연구
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• 제20권1호
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• pp.55-71
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• 2007

이 연구의 의도는 서비스회복과 관련된 기대불일치와 지각된 공정성의 고객만족과의 인과관계를 규명하기 위하여 서울시내 호텔레스토랑과 패밀리레스토랑을 이용하고 불평처리를 경험한 고객들을 대상으로 2006년 11월 16일부터 11월 30일까지 약 2주 동안 총210부의 설문지가 자료 분석에 활용되었다. 분석결과 서비스회복에 대한 기대와 서비스회복에 대한 불일치, 서비스회복에 대한 불일치와 서비스회복에 대한 고객만족도, 서비스회복에 대한 지각된 과정, 결과, 상호관계의 공정성과 서비스회복에 대한 불일치 등이 각각 통계적으로 유의한 정의 관계가 있는 것으로 나타났다. 또한, 지각된 공정성의 영역을 넘는 지나친 기대의 형성은 부의 불일치를 통해 만족에 악영향을 미치므로 적절한 기대수준의 유지가 필요함을 확인할 수 있었다.