• Korean Business Review
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• v.17 no.2
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• pp.203-228
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• 2004

This dissertation investigated the evaluation model of IT Service quality: concentrated on the quality components in mobile communication service. Today, mobile communication service is changing dramatically. The first and second generation's mobile communication services were designed for voice and SMS(Short Message Service). However, while the mobile communication industry grows, the mobile technology made more services available for customers. Customers' changing needs brought a new opportunities to the market. Now, mobile communication service is facing a new era as multi-functioning, multimedia service, and high speed data transfer service are being introduced. There has been a lot of theoretical literature on service quality components of mobile communication, but most of the literature was focused on the voice service and SMS(1st and 2nd generation). As mobile communication service evolves, the components may have to be altered or rebuilt. To identify which service quality components ought to be utilized, prior studies on service quality components, service quality, and customer satisfaction were reviewed. Also, a survey was conducted on the various aspects of mobile communication service. This study suggests 6 components of service quality: those are supporting facilities, cellular phone(facilitating goods), quality of the voice service(explicit service), supplementary services, supporting services, and cost. Empirical results supported that all of these components are proven as the service quality components, but, with regards to customer satisfaction, only cellular phone(facilitating goods) and supplementary services are effective. As previously stated, the relationship between service quality and customer satisfaction is also proven. This study is a point of departure for the success of upcoming generation's mobile communication service. It identifies what is valuable from the customer's point of view. Furthermore, it suggests some ideas to prepare for future market opportunities.

• Korean Journal of Digital Imaging in Medicine
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• v.10 no.2
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• pp.17-22
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• 2008

It is to improve customer satisfaction measurement and CT Scan process without delay of examination time when is using Scan positioning time(Planning time) that time is happened always between research reactor CT examination to increase fear and examination satisfaction by the customer's comprehension tribe which get the latest contrast enhancement CT examination. Needs and interests that customer wants to compose visual and auditory Contents to be played to Scan positioning time did questionnaire about curiosity later before CT examination to 600 people for October - November 2 months of 2006 to customer whole that get CT examination on source. Data getting through questionnaire investigated examination comprehension and satisfaction through questionnaire after experiment Scan Positioning to 500 coming to help customers to be source CT examination for 3 months February December - 2007 year in 2006 manufacturing Voice and Visual announce media for reference. To customer who interest degree appeared, and answers preparatory audit from preparatory audit about curiosity of CT examination customer to order of examination time required(43%), contrast media side effect(26%), examination region(20%), breath(10%), etc..(1.5%) audio-visual materials in questionnaire that attain after do reclamation among examination age, sex, reception type of irrelatively in 91% of target increase of hailing degree and examination satisfaction appear. Searched that customer hailing and satisfaction are increased greatly when use of audio-visual materials in satisfaction result that use CT Positioning delay time. In experiment process, It took lacking part by method that use hearing in case of do not use sight as is unavoidable in subject position or old age. Through this, audio-visual materials could analogize that it is more useful method that use sight and hearing at the same time.

• The Journal of Bigdata
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• v.7 no.2
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• pp.91-102
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• 2022

As artificial intelligence develops, AI chatbot systems are actively taking place. For example, in public institutions, the use of chatbots is expanding to work assistance and professional knowledge services in civil complaints and administration, and private companies are using chatbots for interactive customer response services. In this study, we propose a scenario-based AI voice chatbot system to reduce museum operating costs and provide interactive guidance services to visitors. The implemented voice chatbot system consists of a watcher object that detects the user's voice by monitoring a specific directory in real-time, and an event handler object that outputs AI's response voice by performing inference by model sequentially when a voice file is created. And Including a function to prevent duplication using thread and a deque, GPU operations are not duplicated during inference in a single GPU environment.

• Journal of Information Technology Services
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• v.19 no.6
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• pp.1-13
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• 2020

Recently, 80% of big data consists of unstructured text data. In particular, various types of documents are stored in the form of large-scale unstructured documents through social network services (SNS), blogs, news, etc., and the importance of unstructured data is highlighted. As the possibility of using unstructured data increases, various analysis techniques such as text mining have recently appeared. Therefore, in this study, topic modeling technique was applied to the Korea Highway Corporation's voice of customer (VOC) data that includes customer opinions and complaints. Currently, VOC data is divided into the business areas of Korea Expressway Corporation. However, the classified categories are often not accurate, and the ambiguous ones are classified as "other". Therefore, in order to use VOC data for efficient service improvement and the like, a more systematic and efficient classification method of VOC data is required. To this end, this study proposed two approaches, including method using only the latent dirichlet allocation (LDA), the most representative topic modeling technique, and a new method combining the LDA and the word embedding technique, Word2vec. As a result, it was confirmed that the categories of VOC data are relatively well classified when using the new method. Through these results, it is judged that it will be possible to derive the implications of the Korea Expressway Corporation and utilize it for service improvement.

• Journal of Digital Convergence
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• v.13 no.5
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• pp.195-204
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• 2015

This paper CTQ(Critical to Quality) to draw, aim to derive a key quality factor reflects the customer's requirements by utilizing the QFD technique for sparkling water purifier device that combines the new module. Tasting participants, consumers and New Module device intended for developers who develop and conduct a survey and FGI (Focus Group Interview) VOC(Voice of Customer) to draw, drawn by the EC through the developer VOC and EC (Engineering Characteristic) and charts the relationship between the phases was prepared HOQ(House of Quality). Sparkling water purifier through the HOQ chart certain taste, sound, running water, CO2 cylinder replacement cycle, we obtain results that element is an important quality factors such as ease of use. These factors are closely related to each component regulators and Module device (mixing) associated with the taste of water, booster pumps, and deliver results that the solenoid is considered the most critical part.

• Knowledge Management Research
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• v.20 no.2
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• pp.25-42
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• 2019

AI speakers which are wireless speakers with smart features have released from many manufacturers and adopted by many customers. Though smart features including voice recognition, controlling connected devices and providing information are embedded in many mobile phones, AI speakers are sitting in home and has a role of the central en-tertainment and information provider. Many surveys have investigated the important factors to adopt AI speakers and influ-encing factors on satisfaction. Though most surveys on AI speakers are cross sectional, we can track customer attitude toward AI speakers longitudinally by analyzing customer reviews on AI speakers. However, there is not much research on the change of customer attitude toward AI speaker. Therefore, in this study, we try to grasp how the attitude of AI speaker changes with time by applying text mining-based analysis. We collected the customer reviews on Amazon Echo which has the highest share of AI speakers in the global market from Amazon.com. Since Amazon Echo already have two generations, we can analyze the characteristics of reviews and compare the attitude ac-cording to the adoption time. We identified all sub topics of customer reviews and specified the topics for smart features. And we analyzed how the share of topics varied with time and analyzed diverse meta data for comparisons. The proportions of the topics for general satisfaction and satisfaction on music were increasing while the proportions of the topics for music quality, speakers and wireless speakers were decreasing over time. Though the proportions of topics for smart fea-tures were similar according to time, the share of the topics in positive reviews and importance metrics were reduced in the 2nd generation of Amazon Echo. Even though smart features were mentioned similarly in the reviews, the influential effect on satisfac-tion were reduced over time and especially in the 2nd generation of Amazon Echo.

• The Journal of Information Systems
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• v.25 no.1
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• pp.75-104
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• 2016

Purpose The business ecosystem perspective offers a new lens in which to view customers. Customers as the member of business ecosystems influence firms by participating in both the firm level activities and the business ecosystem level activities. For example, customers participate in the business ecosystems by forming interest groups, allowing their voice to be heard the within business ecosystems. Customers can also, turn public opinion around and foster the business ecosystems favorable to firms. On the other hand, as an extreme case of customer participation, customers can engage in community activities to boycott the purchase of products or services from certain firms or business ecosystems. Design/methodology/approach This study views content creation and feedback activities as customer participation in the firm level. On the other hand, word-of-mouth (WOM) and boycott activities are considered as customer participation in the business ecosystem level. This study presents a research model regarding the relationships among customer socialization, customer participation, and psychological ownership. The proposed model is validated through an empirical analysis on online platform business ecosystems. Findings When the two business ecosystems are compared, different results were drawn. In the Facebook ecosystem, boycott and psychological ownership did not have a significant relationship. However, in the Kakao ecosystem, the two had a significant positive relationship. The mediating effect of the business ecosystem type sheds a light on the mission, purpose, vision, and other values associated with the theory of the business on the customer-firm relationship. Further implications for theory and practice were discussed in this study.

• Journal of Korea Entertainment Industry Association
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• v.15 no.4
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• pp.15-29
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• 2021

Many countries and companies are pursuing and developing Artificial intelligence as it is the core technology of the 4th industrial revolution. Global IT companies such as Apple, Microsoft, Amazon, Google and Samsung have all released their own AI assistant hardware products, hoping to increase customer loyalty and capture market share. Competition within the industry for AI agent is intense. AI assistant products that command the biggest market shares and customer loyalty have a higher chance of becoming the industry standard. This study analyzed the current status of major overseas and domestic IT companies in the field of artificial intelligence, and suggested future strategic directions for voice UI technology development and user satisfaction. In terms of B2B technology, it is recommended that IT companies use cloud computing to store big data, innovative artificial intelligence technologies and natural language technologies. Offering voice recognition technologies on the cloud enables smaller companies to take advantage of such technologies at considerably less expense. Companies also consider using GPT-3(Generative Pre-trained Transformer 3) an open source artificial intelligence language processing software that can generate very natural human-like interactions and high levels of user satisfaction. There is a need to increase usefulness and usability to enhance user satisfaction. This study has practical and theoretical implications for industry and academia.

• Journal of Distribution Science
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• v.22 no.1
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• pp.79-94
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• 2024

Purpose: The popularity of social media has altered how customers interact with businesses, and an increasing number of customers prefer to voice their complaints on social media. Bystanders can observe the customer complaint process on social media, but the impact of transparency on bystanders remains uncertain. Therefore, this study established and verified a model for defining the effect of transparency and service recovery types on bystanders. Research Design and Methodology: In this study, we used the internet survey platform "So Jump" to collect data. And we validated three studies with SPSS 26.0 and Smart PLS 4.0. Result: First, we showed that the transparency process (vs. result) is more likely to increase customer forgiveness and E-loyalty and reduce E-NWOM intention among bystanders. Second, customer forgiveness also plays a complementary mediating role between transparency and E-loyalty, as well as between transparency and E-NWOM intention. Finally, we found a modest interaction effect between transparency (process vs. result) and service recovery types (psychological vs. tangible vs. hybrid) on bystanders' customer forgiveness and E-loyalty. Conclusions: This study provides actionable recommendations for how service managers can effectively employ social media as a means for distributing feedback information to manage service recovery in the future.

• Management & Information Systems Review
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• v.23
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.