• The Korean Journal of Food And Nutrition
• /
• v.30 no.5
• /
• pp.943-959
• /
• 2017

This study was conducted to survey the perception and preferences of customers that have dined at Korean restaurants in China and investigate the importance and performance level of quality attributes, customer satisfaction, revisit intention and recommendation intention. The survey was conducted January 31~March 1, 2016 in China. The 293 questionnaires (97.7%) were analyzed using SPSS(Ver. 23.0) and AMOS(Ver. 21.0). Results of this study are as follow: Customers that dined at a Korean restaurant in China were composed of 157 women and 136 men. Regarding the reason for preferring Korean cuisine, taste, hygiene and nutritional value of Korean food were the most significant quality factors. Regarding complaints about Korean food, Chinese people placed much emphasis on freshness of ingredients when dining out, based on the majority of complaints about ingredients that were not fresh. The main reason for leftover food were personal eating habits and that of customers revisiting food taste and nutrition. Path model among customer satisfaction, revisit intention and recommendation intention revealed the factor of menus and attributes of menu items regarding customer's age that had an impact on customers' satisfaction, and association with customers' satisfaction, revisit intention and recommendation intention as well.

• Journal of Korean Society of Occupational and Environmental Hygiene
• /
• v.31 no.1
• /
• pp.31-37
• /
• 2021

Objectives: The purpose of this study was to evaluate the level of workplace violence experienced by taxi drivers and identify the affected factors. Methods: Two hundred twelve taxi drivers were investigated for general characteristics and workplace violence was evaluated using K_WVSⓇ13. The data was collected from July to October 2020 through questionnaires. It was analyzed using t-test and ANOVA with SPSS WIN23.0. Results: Most of the taxi drivers were elderly and suffered from long hours of labor and low wages. After evaluating four sub-factors of workplace violence, 'psychological and sexual violence from customers', 'psychological and sexual violence from customers, supervisors, and coworkers' and 'physical assault from customers/supervisors/coworkers' were judged as risks. For 'psychological and sexual violence from customers, supervisors, and coworkers', the mean score by age was significantly higher for workers in their 70s or older and those with 30 years of experience compared to other age groups. In the case of 'psychological and sexual violence from customers', sales taxis were significantly higher than private taxis. Conclusions: It is necessary to develop a workplace violence prevention program suitable for the characteristics of taxi drivers in order to manage their physical and mental health. When establishing such a program, business type, age, and experience must be considered.

• Journal of Distribution Science
• /
• v.13 no.12
• /
• pp.41-52
• /
• 2015

Purpose - Given globalization, the new niche market of medical tourism is likely to experience sustainable growth for various reasons, such as aging populations and a shift in the medical consumerism paradigm toward prevention. Importantly, understanding medical customers' behavior is necessary to benefit from a competitive advantage in this industry. The existing research primarily accessed the key factors of medical quality and costs to explain health customers' behavior but is limited in terms of enabling an understanding of the decision process. This limitation exists because, given the intangibility and greater associated risks in the highly professional industry of international medical tourism, most customers lack the knowledge and experience needed to evaluate the central factors-such as the medical competence of health care countries-before purchases. Therefore, they actively search for useful information through various distributions to reduce uncertainty and to make better choices. Interestingly, most of these information channels are associated with word-of-mouth (WOM). However, no evidence is found in the literature to estimate the effect of WOM in the medical tourism field. Thus, this study focuses on WOM to explore its interaction with key medical characteristic factors and the attractiveness of destinations referred to by sources. This study also affects customers' evaluations and, in turn, influences their intention to seek health care services abroad. Research design, data, and methodology - The literature review addressed an interesting research model for estimating the relations among WOM, medical characteristics, attractiveness, and customers' choice intention regarding international health care. In the key economic regions in China, such as Beijing, Shanghai, Jiangsu, Shandong, and Guangdong, 2,500 survey questionnaires were distributed to potential customers of different ages, education, and income levels. A resulting 1,717 (68.68 percent of the original 2,500) usable surveys were obtained for analysis. Moderated regression analysis was used to determine the effects of WOM in the decision process regarding international health care destinations. Results - The results indicate that WOM is a good moderator of the relationships between the factors evaluated by sources and customers. More importantly, the WOM effects reflect the factors of tie strength, credibility, and vividness. The results also reveal that, given the moderating role of WOM, the intention of potential Chinese customers to seek the referred health care country varies according to the medical characteristics of medical competency and reputation as evaluated by customers. In contrast, the travel attractiveness of the attractions, facilities, accessibility, and social environment are critical determinants of destination choice intention. Conclusions - The moderating role of WOM has been confirmed through the international healthcare destination selection process. Medical tourism managers should user WOM as an effective marketing tool for industry development. Specially, marketers should consider the effects of WOM determinants, such as tie strength, credibility, and vividness, to develop an effective strategy. Furthermore, this study estimates the factors that affect customers' selection of medical tourism destinations. Health care managers or policy makers should consider a broad variety of variables that may attract more Chinese customers to international health care.

• Journal of the Korean Society of Food Culture
• /
• v.16 no.4
• /
• pp.330-340
• /
• 2001

This study is to select food offered with higher frequency at restaurants such as hamburger, pizza, chicken, gimbap(boiled rice rolled in laver with seasonings stuffed), and calgooksu(Korean traditional noodles); identify customers' expectation and satisfaction levels on food and service quality and analyze correlation according to each food. The survey was conducted from March 1 to March 24, 2000, by distributing questionnaires. Statistical data analysis was completed using SPSS for t-test, ANOVA, Pearson's correlation analysis. The results of this study were as follows: 1) It is revealed that overall average satisfaction levels on food quality according to individuals' trait came out significantly low compared to their expectation levels, and that balance in nutrition and reasonable prices had problems in relation to food quality. 2) Customers' expectation levels on food quality came out the highest with calgooksu and gimbap, and their satisfaction levels came out the highest with pizza. 3) Customers' overall average expectation levels on service quality showed a very high point, while their satisfaction levels showed a low point with significance. 4) Hamburger was poor in hygiene; pizza showed the highest satisfaction levels over its quality with significance, and calgooksu and gimbap showed very low satisfaction levels over their service quality. 5) Correlation between customers' expectation and satisfaction levels over the nutritional balance and proper taste of the food quality came out significant. 6) Pizza and chicken showed significant correlation with regard to atmosphere, service, and hygiene variables (p<0.01).

• IE interfaces
• /
• v.13 no.3
• /
• pp.503-511
• /
• 2000

The main theme of this research is a case of e-Business implementation in part manufacturing industry, especially in a PCB manufacturing company. The characteristics of part manufacturing industry are as follows. First, an ERP system runs as a legacy system that is ready to be combined with e-Business system. Secondly, the number of customers is very small. The customers are not many individuals but only a few big electronic enterprises that are strategically affiliated with the part manufacturing company. This means that the e-Business of the part manufacturing industry needs to focus on sharing pertinent information throughout the transactions with the customers, not on data-warehousing or data-mining customers' potential needs or requests. In this paper, we extracted e-Business opportunity domains from a PCB manufacturing company, a typical part manufacturing industry. We are intended to enhance information sharing between customers and the company, and provide functions of transactions necessary in the whole value chain from order to shipment. Implementing the e-Business system on the Web can increase the visibility of customers, and further, the company can be transformed into an extended enterprise where the relationship with the customers becomes very close and interleaved. Also, the Cyber Office functionality of the e-Business system can support the salespersons effectively, so that they can spend more time on customer satisfaction. Such efforts, in the future, can be a basis for active adaptation to the industry transformations such as forming e-community and participating in the marketplace.

• Journal of the Ergonomics Society of Korea
• /
• v.27 no.4
• /
• pp.85-94
• /
• 2008

Internet shopping has been getting more rousing due to extension of supply with PC(personal computer) and a rapid rise of use of internet. Some companies have been continually researching in how to serve individuals with each ordered information, which aimed at getting ordinary customers to induce to be loyal customers. For that, there is progress of a service of a web-recommendation which considers individual attribution. This study is suggested a method which is a service of the web-recommendation by access to sensibility ergonomics approach. Previous studies established that service had a weak point. It did not manage to realize new needs of customers. Proposed service of the web-recommendation has been designed, which preferentially propose goods included customer's sensibility to the customer who wants it. This study is expected that it will encourage a rise of products' purchasing power of customers, make an increase in a profit of both sellers and people who operate electric commercial and satisfaction of customers will go up in the same. Also, products accord with sensibility of customers will be recommended customers by the suggested service of the web-recommendation. In addition, there will be a decline of time-consuming about making a choice among some products.

• Journal of Distribution Research
• /
• v.10 no.1
• /
• pp.1-31
• /
• 2005

In this study, We have newly introduced consumption emotions and switching cost, as a means of managing existing customers, to examine influencing determinants in repurchase intentions along with customer satisfaction and service quality which have been important determinants in previous researches on repurchase intentions. To test them empirically, data from corporate customers of a bank in Korea and corporate banking related bankers are collected and analyzed by LISREL 8.12.. The result of this study can be summed up as follows. First, the most important determinant factor in repurchase intentions is customer satisfaction. Second, it is desirable to measure service quality not only in terms of process service quality, a process of service delivery to customers, but also outcome service quality, what customers receive from services or from service providers. Third, positive consumption emotions have positive influence upon customer satisfaction, negative consumption emotions have negative influence upon customer satisfaction and repurchase intentions. Fourth, switching cost, even though small in its influence, has been proved to be antecedent in repurchase intentions along with customer satisfaction and negative consumption emotions. After research, as precedents in customers' repurchase intentions, customer satisfaction and process service quality have exercised the biggest influences. Also, positive consumption emotions, negative consumption emotions, outcome service quality and switching cost can be used as determinants in predicting corporate customers' repurchase intentions.

• Journal of the Korean Society of Food Culture
• /
• v.15 no.1
• /
• pp.41-49
• /
• 2000

The effort to understand customer is essential and customer satisfaction measurement tool is needed in today's intensively competitive environment of restaurants. The objectives of this study were to measure customers' expectation and satisfaction of service quality attributes and to identify relatively important attributes for overall satisfaction in restaurants. The questionnaires were distributed to 232 customers at 78 family-style, pizza and fast food restaurants. Statistical data analysis was completed using SPSS for t-test, ANOVA, factor analysis, Pearson's correlation and regression analysis. The results of this study were as follows: 1) four and six- dimensional structures were established from 25 expectation and satisfaction attributes, respectively. 2) Demographic variables and usage characteristics didn't affect on service quality expectation, but expectations were significantly different according to the types of restaurant. 3) Expectation/satisfaction matrix showed different patterns in 3 types of restaurant. 4) 'Quality of food' and 'atmosphere' were the most relatively important attributes for overall satisfaction in restaurants.

• Journal of Distribution Science
• /
• v.16 no.7
• /
• pp.25-33
• /
• 2018

Purpose - This research is to examine how different Korean retailers are from Japanese ones, in terms of taking a social responsibility for product scandals. Through a comparative analysis, the authors will provide some implications for retailers in Korea. Research design, data, and methodology - Based on the existing literature studied how retailers as well as manufacturers responded to food poisoning and product scandals, the authors compared Korea with Japan, in terms of taking a social responsibility. Results - As soon as food safety scandals occurred in Japan, a local government quickly ordered Snow Brand to recall and stop producing problematic milk products. In addition, retailers have stopped displaying them on their store shelves to minimize the number of victims. By stopping selling them, Japanese retailers took a social responsibility for product scandals. Conclusions - The authors found that retailers play a very important role in protecting customer rights. Moreover, customers have become more and more aware of the roles of retailers taking a social responsibility for social issues. The research proposes that a government has to develop the laws to protect customers from food poisoning and product safety issues effectively and that boycott campaigns should be legally protected by a government and promoted by customers.

• The Journal of Information Systems
• /
• v.26 no.4
• /
• pp.17-37
• /
• 2017

Purpose Customer Loyalty is the most important factor of customer relationship management (CRM). Especially in retailing industry, where customers have many options of where to spend their money. Classifying loyal customers through customers' data can help retailing companies build more efficient marketing strategies and gain competitive advantages. This study aims to construct classification models of distinguishing the loyal customers within a Korean retailing company using data mining techniques with R language. Design/methodology/approach In order to classify retailing customers, we used combination of support vector machines (SVMs) and other classification algorithms of machine learning (ML) with the support of recursive feature elimination (RFE). In particular, we first clean the dataset to remove outlier and impute the missing value. Then we used a RFE framework for electing most significant predictors. Finally, we construct models with classification algorithms, tune the best parameters and compare the performances among them. Findings The results reveal that ML classification techniques can work well with CRM data in Korean retailing industry. Moreover, customer loyalty is impacted by not only unique factor such as net promoter score but also other purchase habits such as expensive goods preferring or multi-branch visiting and so on. We also prove that with retailing customer's dataset the model constructed by SVMs algorithm has given better performance than others. We expect that the models in this study can be used by other retailing companies to classify their customers, then they can focus on giving services to these potential vip group. We also hope that the results of this ML algorithm using R language could be useful to other researchers for selecting appropriate ML algorithms.