• 한국식생활문화학회지
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• 제23권5호
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• pp.605-615
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• 2008

The principal objective of this study was to categorize service attributes on the basis of the asymmetric and non-linear relationship existing between service attributes and customer satisfaction. Researchers generally assume that service attribute performances and customer satisfaction are both symmetrical and linear. That is to say, improvements in attribute performance will inevitably result in increased customer satisfaction. However, this is not always the case. Certain attributes have been shown not to create satisfaction even when improved, and others do not create dissatisfaction even when their performance ratings become negative. Understanding this relationship is crucial not only to researchers, but also to service managers. Service managers can arrange their priorities with regard to which attributes must be improved or promoted first, in an environment of limited technical, financial, and human resources. Many studies into this asymmetric and non-linear relationship have recently been conducted, beginning with Herzberg's motivation-hygiene theory (1976) and the disconfirmation theory, which was eventually developed into Kano's model (1984). This study attempted to determine the impact level of service attributes on incidents of satisfaction or dissatisfaction. It used 30 service attributes generated by Park (2008) in the CIT research into family restaurants. The data were collected from 600 participants, 300 incidences of satisfaction and 300 incidents of dissatisfaction, via an online survey. The t-test was used to confirm the difference between the satisfaction group's and dissatisfaction group's attributes. 11 attributes were found to be significant at a level of p>0.05. This indicates that the 11 attributes exerted different impacts on satisfaction and dissatisfaction, which confirmed the asymmetric and non-linear relationship. 14 attributes were categorized into the core service, 1 attribute into the quality service, 7 attributes into the basic service, and 8 attributes into the neutral service. Strategic customer service management was recommended for the 'A' family restaurant as an example, on the basis of the asymmetric and non-linear relationship and the characteristics of the four service factors.

• 한국산업융합학회 논문집
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• 제27권4_1호
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• pp.769-780
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• 2024

For an organization to survive and prosper, it is essential to continuously develop innovative products by proactively anticipating consumers' implicit requirements. The Kano model has become more useful since Sireli et al. (2007) and Tontini (2007) introduced a simple equation for determining the importance of characteristics by using the concept of Kano's Potential Customer Satisfaction Coefficient (PCSC). However, although several studies have utilized the PCSC concept to determine the importance of characteristics, it is surprising that the two equations have been accepted without any validation process. This study aims to propose a modified equation using PCSC and to conduct a validity test of the proposed equation, demonstrating its superiority over the previously suggested two equations, The author analysed 26 Kano related articles (27 cases), and the correlation coefficients were compared with those obtained from direct rating importance, which served as a comparative criterion. The results indicate that the proposed equation is valid for assessing characteristic importance and demonstrates significantly higher correlation coefficients with the direct method than those suggested by Tontini (2007) and Siireli et al. (2007). The proposed method offers advantages in terms of accuracy and survey duration over traditional methods that directly ask for relative importance (e.g., AHP by Saaty (1980)). Furthermore, the integration of the Kano model with IPA or QFD could enhance the accuracy and efficiency of research in determining the importance of characteristics.

• 디지털융복합연구
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• 제19권11호
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• pp.525-536
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• 2021

본 연구는 웨어러블 헬스케어 디바이스 사용자의 지각된 가치(혁신적 가치, 실용적 가치, 상징적 가치)와 혁신 특성(혁신 저항, 가시성)이 구매 태도에 미치는 영향과 지각된 가격, 구매 태도가 고객만족도에 미치는 영향을 살펴보았다. 현재 웨어러블 헬스케어 디바이스를 사용하고 있는 실사용자를 대상으로 설문 조사를 실시하였고, 최종 201부를 SPSS 25와 SmartPLS 3.0을 사용하여 분석하였다. 연구 결과를 요약하면 다음과 같다. 첫째, 지각된 가치 중 혁신적 가치, 실용적 가치는 사용자의 구매 태도에 정(+)의 영향을 미치며, 상징적 가치는 사용자의 구매 태도에 영향을 미치지 않는 것으로 나타났다. 둘째, 혁신특성 중 혁신 저항은 사용자의 구매 태도에 부(-)의 영향을 미치는 것으로 나타났으며, 혁신특성 중 가시성은 사용자의 구매 태도에 영향을 미치지 않는 것으로 나타났다. 셋째, 지각된 가격은 사용자의 구매 태도에 정(+)의 영향을 미치는 것으로 나타났으며, 넷째, 지각된 가격과 구매 태도는 사용자의 고객 만족도에 정(+)의 영향을 미치는 것으로 본 연구를 통해 확인하였다. 이러한 연구 결과를 바탕으로 이론적 시사점과 실무적 시사점 및 향후 연구 방향을 제시하였다.

• Journal of Information Technology Applications and Management
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• 제21권4호
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• pp.203-223
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• 2014

This study proposes a novel context-aware recommender system, which is designed to recommend the items according to the customer's responses to the previously recommended item. In specific, our proposed system predicts the user's emotional state from his or her responses (such as facial expressions and movements) to the previous recommended item, and then it recommends the items that are similar to the previous one when his or her emotional state is estimated as positive. If the customer's emotional state on the previously recommended item is regarded as negative, the system recommends the items that have characteristics opposite to the previous item. Our proposed system consists of two sub modules-(1) emotion prediction module, and (2) responsive recommendation module. Emotion prediction module contains the emotion prediction model that predicts a customer's arousal level-a physiological and psychological state of being awake or reactive to stimuli-using the customer's reaction data including facial expressions and body movements, which can be measured using Microsoft's Kinect Sensor. Responsive recommendation module generates a recommendation list by using the results from the first module-emotion prediction module. If a customer shows a high level of arousal on the previously recommended item, the module recommends the items that are most similar to the previous item. Otherwise, it recommends the items that are most dissimilar to the previous one. In order to validate the performance and usefulness of the proposed recommender system, we conducted empirical validation. In total, 30 undergraduate students participated in the experiment. We used 100 trailers of Korean movies that had been released from 2009 to 2012 as the items for recommendation. For the experiment, we manually constructed Korean movie trailer DB which contains the fields such as release date, genre, director, writer, and actors. In order to check if the recommendation using customers' responses outperforms the recommendation using their demographic information, we compared them. The performance of the recommendation was measured using two metrics-satisfaction and arousal levels. Experimental results showed that the recommendation using customers' responses (i.e. our proposed system) outperformed the recommendation using their demographic information with statistical significance.

• 한국병원경영학회지
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• 제27권2호
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• pp.34-43
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• 2022

Objective: Telemedicine service is gaining importance in remote military areas. This study aimed to explore the mediating effect of user satisfaction on the association between military telemedicine service's quality and customer loyalty. Methods: The research data comprised the results of a satisfaction survey on 1,116 military telemedicine satisfaction surveys conducted from November 1 to November 31, 2021. T-tests and ANOVA were analyzed to confirm the difference in satisfaction and loyalty according to the general characteristics of the study subjects. User satisfaction, customer loyalty, and mediating effects were analyzed using multiple linear regression analysis. Results: Among the study subjects, 458 were affiliated with the Army, 68 with the Navy, and 36 with the Air Force. Among the quality of telemedicine service, tangibility, reliability, and empathy affected user satisfaction while reliability and empathy affected customer loyalty. Since the standardized coefficient beta of empathy was 0.150 (P=0.018), it was confirmed that it significantly affected customer loyalty by mediating user satisfaction. Conclusion: The telemedicine service's quality affects users' satisfaction and customer loyalty. Moreover, there was the mediating effect of user satisfaction on the association between telemedicine service and customer loyalty. Therefore, the reliability and reliability of the current telemedicine service can be improved through the replacement of outdated equipment and performance improvement, expansion of medicines in telemedicine units, and improvement of medical services through periodic CS education to increase the customers' satisfaction and loyalty.

• 지식경영연구
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• 제23권1호
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• pp.47-67
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• 2022

컴퓨터와 인터넷 정보 기술은 현대 서비스 산업과 사람들의 생활 방식을 변화시켰다. 특히 COVID-19의 전 세계적 확산으로 셀프서비스 기술 등 연락 서비스 유형에 대한 관심이 점차 높아지고 있다. 인건비 상승과 소비자 자기인식 제고로 업무 일부를 자체 서비스 기술을 통해 고객에게 이전하는 기업이 늘고 경영환경 속에서 본 연구는 다음의 질문에 답하고자 한다. (1) 셀프서비스기술 환경에서 기술난이도와 안전성 지각이 고객 가치 인식에 어떻게 영향을 미치는가? (2) 고객 가치 인식은 셀프서비스기술의 지속사용의도에 영향을 끼치는가? 본 연구는 327개 표본으로 실증분석을 실시하여 셀프서비스 특성인 기술난이도와 안전성 지각이 고객가치 인식과 지속적 이용의도에 미치는 영향을 검증하였다. 고객이 가치를 인식하고 셀프서비스 기술 사용에서 중요한 역할을 하는 것은 고객의 가치 체험이다. 셀프서비스기술 환경에서 고객이 가치를 인식하여 지속사용의도에 영향을 미친다는 선행연구는 그동안 거의 없었던 바, 본 연구는 고객의 체험가치가 높을수록 셀프서비스 기술을 선호하고 지속적인 이용의도가 높아짐을 실증하였다.

• 유통과학연구
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• 제5권2호
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• pp.35-53
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• 2007

최근 급격한 경제 환경의 변화는 기업의 경영전략에도 많은 영향을 미치고 있다. '2000년 이후로 기업들은 앞 다투어 기업전략의 최적의 솔루션으로 IT와 CRM기법을 도입하였다. 하지만 기업경영자들이 의도한 바와는 달리 IT와 CRM 전략도입에 따른 성과에 미흡하고 심한 경우 IT와 CRM 전략기법은 실패로 돌아갔다고 한다. 따라서 본 연구는 CRM 전략도입에 따른 CRM 성과에 미치는 영향 요인이 무엇인지에 대한 모형을 설정하여 실증분석하고 있다. CRM 성과에 영향을 미치는 핵심 요인은 IT 프로세스, 최고경영자의 CRM에 대한 몰입, 고객지향성을 설정하였다. 실증분석 결과, 기업의 IT 프로세스와 최고경영자의 CRM에 대한 몰입이 CRM 성과에 영향을 미치는 것으로 분석되었다. 반면, CRM 성과에 긍정적인 영향을 미칠 것이라고 설정하였던 고객지향성은 영향을 미치지 않는 것으로 분석되었다. 하지만 본 연구의 모형에서 설정한 인과관계의 방향성은 일치하는 것으로 분석되었다. 끝으로 본 연구가 갖는 전략적 의미와 미래 연구를 위한 제언을 제시하였다.

• 한국경영과학회지
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• 제29권2호
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• pp.97-116
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• 2004

Recently, e portion of on-line stock brokerage has been rapidly increased to be more than 50%, on the basis of contracted money. The usage of wCTS(Web Based Cyber Trading Systems) has now got into the steady state over the initial diffusion stage, which means wCTS has got more-than-half customer base in on-line service. Therefore, brokerage service providers have their competitive strategic focus on customer retention through the enhancement of customer loyalty. This study provides framework and survey results on explanation of wCTS user's loyalty, what and how factors affect wCTS user's loyalty. We adopt the results of early studies on information technology acceptance and diffusion such as TAM(Technology Acceptance Model) and IDT(Innovation Diffusion Theory). We also referred loyalty theory of marketing area and studios on CTS usage. We categorized explanation factors as three groups characteristics of users, characteristics of system, social environment. And we assumed that these three factors could affect the loyalty through two parameters : customer satisfaction and trust to the system. This study firstly shows that the ease of use and usefulness, the major factors of TAM. can also be applied to the loyalty of wCTS with resulting that the usefulness is more important than the ease of use In wCTS. Secondly, it shows that the innovative and risk-sensitive user has the lower degree of loyalty. Thirdly, it shows that the satisfaction and trust impact the loyalty simultaneously, the trust particularly impacts more strongly than the loyalty, due to the characteristics of monetary transaction in wCTS. This study provides meaningful results to the other on-line EC service fields as a first empirical research regarding the loyalty to wCTS which is a typical on-line EC service.

• 지식경영연구
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• 제21권4호
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• pp.89-108
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• 2020

본 연구에서는 Airbnb 고객들의 재구매 의도에 영향을 미치는 선행 요인들을 살펴보고자 하였다. 고객들이 경험 뒤 형성된 긍정적 감정과 부정적 감정이 재구매를 결정하는 핵심요인으로 고려하였다. Airbnb 특성 요인으로는 진정한 경험, 숙소 시설, 가격 공정성을 선정하였다. 그리고 재구매 의사 결정에서 주관적 규범과 트렌드 추구 경향의 역할에 대해서도 살펴보았다. 제안한 연구 모형은 306명의 Airbnb 사용 경험이 있는 고객들을 대상으로 연구 모형을 분석하였으며, 구조 방정식 모형을 활용하였다. 연구 분석 결과 Airbnb에 대한 긍정적 감정과 부정적 감정 모두 재구매 의도에 유의한 영향을 미침을 알 수 있었다. 또한 Airbnb의 특성 요인들이 재구매 의사 결정에 미치는 영향을 확인할 수 있었다. 마지막으로 주관적 규범과 트렌드 추구 경향은 재구매 의도에 유의한 영향을 미치지 않았다. 본 연구 결과를 통해 Airbnb의 지속적 성장을 위한 고객 경험 관리와 마케팅 전략을 수립하는데 도움을 줄 수 있을 것으로 기대된다.

• 산업경영시스템학회지
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• 제38권1호
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• pp.21-29
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• 2015

A steady-state controllable M/G/1 queueing model operating under the {T:Min(T,N)} policy is considered where the {T:Min(T,N)} policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or after T time units elapsed without a customer' arrival, the time instant when Nth customer arrives at the system or T time units elapsed with at least one customer arrives at the system whichever comes first. After deriving the necessary system characteristics including the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time for the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, procedures to determine the optimal values of the decision variables included in the operating policy are provided based on minimizing the total expected cost function per unit time to operate the queueing system under considerations.