• 품질경영학회지
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• 제28권3호
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• pp.133-144
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• 2000

Many organizations have developed their own information systems not only for internal efficiency but also for effectiveness of external customer services. One of the most effective service tools for their customers is the use of information technology. The web technology is rapidly becoming one of the most effective tools for online customer services. In order to gain competitive edge, organizations must have effective web site planning methods for their customer service. A study on traditional information systems planning methodologies has been conducted and they are compared with web site planning techniques. Cases of web sites in order to Improve customer relationship are analyzed. finally, a new conceptual framework for web site planning strategy for e-CRM is proposed in this paper. In order to support effective web site planning, online customer contact points and online service activities are defined and classified as several stages. And, web site strategies corresponding to each customer service activities are developed and proposed, With this framework, organizations can build competitive web strategies for improving their online customer relationships, thereby increasing customer satisfaction.

• 품질경영학회지
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• 제40권2호
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.

• 디지털산업정보학회논문지
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• 제5권4호
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• pp.213-229
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• 2009

The purpose of this paper is to identify the relationship among five factors of web design, e-satisfaction, e-loyalty, and customer defection and provide the implications of marketing strategies in online shopping. The research findings are as follows: first, ease of use of web design affects positively e-satisfaction more than the other factors except financial security. Second, e-satisfaction affects positively e-loyalty. Third, e-satisfaction does not affect customer defection. Fourth, informativeness, styling, ease of use, and trust of web design affect indirectly e-loyalty by mediating e-satisfaction. Therefore, because there is a good circular relationship among web design, e-satisfaction, and e-loyalty, it is very important to enhance web design for customers. When customers satisfy highly with the factors of web design, e-loyalty is higher and customer defection is lower. Further, in a curriculum of web design it is needed to reflect the findings of this paper.

• International Journal of Contents
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• 제5권1호
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• pp.9-14
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• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

• 산업공학
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• 제16권1호
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• pp.54-62
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• 2003

With the ubiquitous use of the Internet in daily business activities, most of modern firms are keenly interested in customer's behaviors on the Internet. That is because a wide variety of information about customer's intention about the target web site can be revealed from IP address, reference address, cookie files, duration time, all of which are expressing customer's behaviors on the Internet. In this sense, this paper aims to accomplish an objective of analyzing a set of exemplar web log files extracted from a specific P2P site, anti identifying information about customer segmentation strategies. Major web mining technique we adopted includes a machine learning like C5.0.

• 한국병원경영학회지
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• 제16권3호
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• pp.41-56
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• 2011

The research was to investigate the effect of quality cognition of the web site of the facility and relationship commitment on customer loyalty. The respondents were 190 patients and caregivers. Data were collected from March 1st to 31st, 2010 at C university hospital in G city. The effect of facility web site of quality cognition and relationship commitment on customer loyalty showed 43.9%(F=35.806) in model 1, 58.4%(F=51.113) in model 2, and 58.7%(F=28.185) in model 3. Also, medical information & usage, aesthetics was significance in model 1, medical information & usage, relationship commitment in model 2. In relationship between web site quality cognition and customer loyalty, moderate effect of relationship commitment were not considerable in model 3. As a result, customer loyalty is the leading fact for quality cognition of the web site more than relationship commitment. Therefore, customer loyalty leaves its possibility of increment when facility web site is designated depending on medical information and aesthetics.

• 한국산업정보학회논문지
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• 제16권2호
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• pp.125-137
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• 2011

본 연구는 부동산정보 사이트의 서비스품질, 사이트에 대한 신뢰, 고객만족 및 재이용의도 간의 관계를 구조적으로 파악하고자 하는 데에 그 목적이었다. 연구목적을 달성하기 위하여 부동산정보 사이트 이용경험이 있는 293명을 대상으로 설문조사를 실시하였다. 분석결과 부동산정보 사이트 이용자가 지각하는 서비스품질이 이용자의 신뢰와 만족도에 통계적으로 유의적인 영향을 미치며, 신뢰는 이용자의 만족도 및 재이용의도에 유의한 영향을 미치는 것으로 나타났다. 또한 부동산정보 사이트에 대한 고객만족도는 재이용의도에 유의한 영향을 미치는 것으로 나타났다. 이러한 실증분석 결과는 인터넷 부동산정보 사이트의 서비스품질이 높을수록 이용자의 높은 신뢰관계를 형성하고 이를 통해 고객만족도와 재이용의도에 긍정적인 영향을 미치고 있음을 확인한 것으로 그 의미가 있다고 할 수 있다.

• 한국전자거래학회지
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• 제4권1호
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• pp.21-36
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• 1999

Using user monitoring techniques on web, marketing decision makers in cyber shopping malls can gather customer behavior data as well as sales transaction data and customer profiles. In this paper, we present a marketing rule extraction technique for customer behavior analysis in cyber shopping malls, The technique is an application of market basket analysis which is a representative data mining technique for extracting association rules. The market basket analysis technique is applied on a customer behavior log table, which provide association rules about web pages in a cyber shopping mall. The extracted association rules can be used for mall layout design, product packaging, web page link design, and product recommendation. A prototype cyber shopping mall with customer monitoring features and a customer behavior analysis algorithm is implemented using Java Web Server, Servlet, JDBC(Java Database Connectivity), and relational database on windows NT.

• 응용통계연구
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• 제32권3호
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• pp.391-404
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• 2019

그동안의 고객 행동에 대한 예측은 주로 고객이 가지는 고정적인 특성을 이용해왔다. 최근에는 점차 고객들의 활동이 오프라인에서 온라인으로 이동하면서 각 고객의 웹 로그를 추적하는 일이 가능해졌다. 그러나 방대한 양의 웹 로그 데이터를 수집할 수 있게 된 반면, 이에 대한 연구는 로그 데이터를 정리하거나 기술적인 특성만을 설명하는 것에 그쳤다. 본 연구에서는 웹사이트 Kaggle에서 제공하는 Airbnb 고객들의 성별, 연령 등의 기본 정보 및 웹 로그가 포함된 데이터셋을 이용하여 첫 숙소 예약까지 걸리는 개인의 의사 결정 시간을 예측하였다. Lasso, SVM, Random Forest, XGBoost 등 다양한 방법론을 활용하여 최적의 모형을 찾고, 웹 로그 데이터의 유무에 따른 예측 오차를 비교하여 웹 로그의 효용성을 확인하였다. 결과적으로 오분류율이 약 20%로 낮은 랜덤 포레스트 분류모형을 최적모형으로 선택하였다. 또한, 웹 로그 데이터를 이용하여 고객 개개인의 행동을 예측한 결과 사용하지 않은 경우와 비교해 예측의 정확도가 최대 두 배 더 높아진 것을 확인할 수 있었다.

• 패션비즈니스
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• 제13권6호
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• pp.99-110
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• 2009

The purpose of this study is 1) to investigate the Web content of online shopping agencies and to see if differences exist in their contents and 2) to suggest strategies for online shopping agencies. For the study, the online shopping agency components of web sites were investigated, which consisted of product, information, and customer service. Each component had sub-categories. In order to analyze the Web content of online shopping agencies, nine agencies were chosen based on the rankings of www.rankey.com and www.100hot.co.kr. The content analysis was conducted from January 5th to the 30th of 2009. The results showed that the basic Web content of online shopping agencies (i.e., product, information, and customer service) was evident on most sites. However, products were similar and effective information and labor-saving functions were sparsely used. Areas where customers actively participated were limited. Therefore, most sites need to reinforce their content by providing a well-articulated product, information, and customer service for shoppers and to differentiate their Web site identities.