• IE interfaces
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• v.20 no.4
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

• International journal of advanced smart convergence
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• v.4 no.2
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• pp.103-108
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• 2015

The electric utility has the responsibility of reducing the impact of peaks on electricity demand and related costs. Therefore, they have introduced Direct Load Control System (DLCS) to automate the external control of shedding customer load that it controls. Since the number of customer load participating in the DLC program are keep increasing, DLCS operators a re facing difficulty in monitoring and controlling customer load. The existing DLCS needs constant operator intervention, e.g., whenever the load is about to exceed a predefined amount, it needs operator's intervention to control the on/off status of the load. Therefore, DLCS operators need the state-of-the-art DLCS, which can control automatically the on/off status of the customer load without intervention as much as possible. This paper presents an intelligent DLCS using the active database. The proposed DLCS is applying the active database to DLCS which can avoid operator's intervention as much as possible. To demonstrate the validity of the proposed system, variable production rules and intelligent demand controller are presented.

• Journal of Korean Society for Quality Management
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• v.31 no.2
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• pp.51-68
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• 2003

This research addresses familiarity and degree of using Internet site and trust building to affect service quality in e-commerce. We assume that the familiarity and frequency of using Internet site affect perceived service quality of customer. Also it assumes that customer's trust building intermediates their relationships. Several hypotheses are set to test these assumptions empirically. Consequently, the results show that familiarity of using Internet site affects customer's perceived service quality significantly except for tangible. Also it is found that degree of customer's trust building intermediates the relationship between familiarity of using Internet site and customer's perceived service quality significantly. For gaining good trust of customer in Internet site, we suggest that familiarity should fit into customer's needs.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.1
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• pp.109-123
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• 2019

Recently, As the desire of consumer gets complexed and demanding, business environment is they are rapidly changing to customer-oriented ones. In order to survive in an age of fierce competition with competitor encompassing changing and customer's needs of consumer company emphasizes market orientation to have a sustainability. It is necessary not only satisfy consumer but also to provide customer delight. We want to see if customer's loyalty can be increased by experiencing C/S and C/D. First, customer's loyalty influences repurchase intention after experiencing customer's satisfaction and customer's delight. Second, customer's satisfaction is influenced by customer's satisfaction level. Especially Joy is one of the most important factor affecting customers delight. Third, customer's loyalty is one of the most important factor affecting customer's satisfaction. Finally, through this study, it was found tha customer's satisfaction and customer's satisfaction improve the repurchase relationship which is crucial from customer's loyalty.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.8
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• pp.179-195
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• 1997

Today's hotel cannot be defined merely as a place of providing food and lodgin. It must be a high level cultural ground serving as a place of rest for the people and as a place of art, culture and communication for the local community. Although each hotel has its own distinctiveness it must share a unified services and product sales strategies with one another in order to raise each other's sales values. The service is evaluated on the basis of the customer's own living standard and social class. There ought to be variety of personal and material services taking the sophistication and complexity of the customer's needs into onsideration. More effective marketing strategy is called for upon knowing such sales strategy and service marketing of the hotel management. Hotel's food marketing must take into consideration the product's simulaneous and vanishing qualities, its dependency upon ordering and its relationship to human services industries. Methods of increasing profit and customer satisfaction management need to be made. Especially the changes in the customer's tourist mind set and eat-out behavior play as important variabls, and the management needs to be reflexive enough to respond quickly to those changes.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.17-29
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• 2018

Purpose - The environment surrounding the franchise industry in recent years is a big threat to the franchise business. In this perspective, this study examines the effect of franchise CEO's Innovation, CSR Passion, and customer orientation(CO) on customers' perceived service quality(PSQ), affection, and commitments in the context of food-service franchise industry. This study suggests the guidelines on how franchisor uses their passion and customer orientation on customer to maintain and increase the commitments. Research design, data, and methodology - In order to achieve these purposes, research model and hypotheses were developed. Out of 500 respondents received through online survey, 449 respondents were used, because of 51 incomplete respondents. The data were analyzed using frequency analysis, confirmatory factor analysis, correlation analysis, and structural equational modeling with SPSS 23.0 and AMOS 23.0 statistical program. Result - The results of the study are as follows. First, innovation passion has a significant impact on PSQ and customer affection. And CSR passion have a significant impact on PSQ. Second, customer orientation has a significant impact on PSQ and customer affection. Third, PSQ has a significant impact on customer affection and sustainable commitment. Fourth, customer affection has a significant impact on behavioral commitment. Fifth, behavioral commitment has a significant impacts on sustainable commitment. Conclusions - The implications of this study are following as: Restaurants franchisor and CEOs should have a passion for innovation to continuously identify consumer needs and develop new menus and services that meet their needs. Second, franchisor and CEOs need to demonstrate the importance of creating the right environment, creating a fair business, and trying to create products in a given environment. Finally, franchisor and CEOs should demonstrate how to build relationships with customers and how to maintain positive feelings. In addition, it is necessary to appeal to the customers with enthusiasm and a customer-oriented tendency of the entrepreneur of the franchise head office in order to maintain the relationship with the customer and feelings.

• Journal of the Korea Safety Management & Science
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• v.8 no.3
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• pp.171-187
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• 2006

Modern management considers customer satisfaction as a baseline standard of performance and a possible standard of excellence for any business organization including the college. Quality function deployment(QFD) is a structured approach to seek out voice of customers, understanding their needs, and ensure that their needs are met. The strategy value proposed by Chien et al. combines importance, satisfaction, performance, and ability to enhance decision making effectiveness. But in their model, the correlation among the strategic alternatives isn't considered the decision chain and is therefore eliminated. This paper proposes how to calculate the new weight of columns to consider various strength levels of correlations matrix, representing the correlation among the strategic alternatives, using normalization procedure. The aim of this paper is to present and original customer satisfaction survey conducted in the college. Thus, this paper presents an original customer satisfaction survey in the college and provides to demonstrate the practical usage of the design model to compare this model with Chien's model.

• Journal of Korean Society for Quality Management
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• v.32 no.4
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• pp.113-124
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• 2004

Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide /industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this Perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

• Journal of Information Technology Services
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• v.9 no.3
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• pp.1-23
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• 2010

The mobile customer center is one of major customer service channels to gain company's competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center's quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.106-110
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• 2006

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.