• Proceedings of the Korean Society for Quality Management Conference
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• 1998.11a
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• pp.325-332
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• 1998

In the context of total quality management, customer satisfaction is a key factor of success. Customer needs have been in the past described with rather vague words. In order to lead in the competitive market, product designers must be willing to interpret and reflect customer perceptions of a product on the design. The objective of this research is to develop a systematic process capable of linking customer preferences on a product to the design of product elements or specifications. The design process consists of multivariate statistical analyses, semantic differentials, and multidimensional scaling techniques under the framework of a methodology known as quality function deployment which is frequently used to construct a quality design process. The process being established is expected to serve as an effective means to communicate between the customer and the designer through proper representational schemes of design elements.

• Korean Management Science Review
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• v.26 no.3
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• pp.169-184
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• 2009

Recently, mobile telecommunication businesses contend with each other to expand their customer base by using aggressive marketing strategies. In order to determine if there strategies are effective, customer's switching behavior needs to be studied. This study identifies and analyzes direct, indirect factors that may customer switching behavior : attractiveness of alternatives, network externality, and switching cost. Results reveals that attractiveness of alternatives, network externalities have a direct impact on customer switching behavior. These two factors also have moderating effects on customer switching behavior but the switching cost does not In short, network externalities and alternatives strategically determine the success of 3.5G service. In this regard, mobile business should improve their own attractiveness of alternatives by developing specialized service in 3.5G service.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.223-239
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• 2007

This study aims at providing managerial insight into researchers and marketers who are intending to maintain and develop a loyal group and long-term relationships in fast food restaurants. The summary of results is as follows : There was a wide difference in evaluation of perceived value, trust and customer loyalty according to sex, age, occupation and customer's visit behavior. Customers considered the convenient and quick service as the most important selective factor. And also, the important attribute of fast food restaurants was taste of food, followed by price, cleanliness, kindly service, quick service. We are able to classify the four customer groups according to analysis results. If we lay great emphasis on the above mentioned selective factors and also develop needs in each customer group, it does much for delivering profits of fast food restaurants.

• Journal of Information Technology Applications and Management
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• v.13 no.4
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• pp.155-165
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• 2006

Along with the evolution of wireless internet environment, information services in mobile internet are being explosively increased. However, due to the high expense for the use of those services, it is not easy to collect the devoted customers. In order to overcome the adverse conditions, the service should be supported by a strategic application system which facilitates easier and fast service for customer's information needs than that of traditional on-line internet. In this paper, we investigate the strategy how to provide the information service under the customer satisfaction, and also consider some ways of personalization of information service and information provision in real-time. As a result of the works, we develop a system, MoSA-CRM(Mobile Service Application based on CRM) to support customer-oriented information service. We believe that the MoSA-CRM system can provide some benefits for information providers in mobile e-commerce market such as flexibility in business strategy, systematic customer relationship management, and growth in financial ability.

• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• Asia pacific journal of information systems
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• v.1 no.1
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• pp.147-163
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• 1991

The insurance industry is highly competitive since it is difficult to differentiate one company's service from another. This paper examines how Ankuk Fire & Marine Insurance has differentiated its service and improved its competitive edge against others by using electronic data interchange (EDI). In order to improve its service level, Ankuk Fire Insurance has significantly reduced paper work by transmitting information electronically to its customers. This was possible with standardized product codes and databases which were installed both on the Ankuk and customer premises. Ankuk Fire Insurance transmits its customer's insurance information to the customer's database instead of hand-carrying or mailing it. The main benefits of this has been: (1) fewer errors as data does not need to be re-entered, (2) faster customer service with electronic data delivery, and (3) better quality customer service due to highly structured relationships with customers. EDI will soon be available to all insurance companies due to the goverment's aggressive promotion of a KTNet plan. Ankuk Insurance, therefore, needs to adopt the standardized protocol recommended by KTNet and develop new products which will give them a competitive edge and minimize the possibilities of losing their clients to other insurance firms.

• Korea Journal of Hospital Management
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• v.13 no.4
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• pp.76-100
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• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• Journal of Korean Society for Quality Management
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• v.30 no.1
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• pp.1-21
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• 2002

The purpose of this study was to empirically examine the customer oriented quality creation by considering quality elements required by customers in the product design process. The study tried to extract attractive quality elements by using Kano's model. After identifying the elements HOQ(the house of quality) of QFD(quality function deployment) was used to identify the trend of quality elements evaluation. Test for equal means (t-test) was applied to verify the attractive quality elements of adult shoes. It made us find the customer oriented quality elements from the customer needs and latent dissatisfaction. We collected the opinions of experts on shoes and complete the cause and effect diagram and affinity diagram (KJ method). The data of the questionnaire was put to the QFD and the contents of quality elements was identified by brain storming method. We calculated indexes which were the multiplication of weight and marks of quality elements in the cross table of the HOQ by QFD. Then we tested for the equality of means between the indexes and the sum of attractive quality elements. The results for equal means were statistically significant. To create the customer quality the product design should be differentiated between the age groups over attractive quality elements.

• Archives of design research
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• v.16 no.4
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• pp.5-14
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• 2003

This study suggest the development and application of the Interactive Design Toolkit as a participatory design method for general customer who are non-expert on design activity to participate in design process of mass customization. In order to let general customers to express their design needs, we have to make a familiar and direct communication method for them. And, customer's design needs should be transformed into digital media. This study define the Interactive Design Toolkit as a design tool for customer participation by direct manipulation of computer system for simulation of design needs by customer themselves. The Interactive Design Toolkit is based on a PC-based image perception system and its application. User can make virtual models in virtual space by manipulating physical objects in real world. And, The toolkit can be used in the field of participatory design for deliverer side customization, especially in system kitchen which is manufactured and distributed in modular system. More improved design toolkit for manipulating 3 dimensional shape is needed for consumer product design and car styling.

• Culinary science and hospitality research
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• v.8 no.3
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• pp.73-89
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• 2002

The purpose of this thesis is to find the effect of family restaurant quality on the customer satisfaction level. As these days well development industrial society, not only service business but also most of business area needs to high quality service. According to taking this importance into account, this researcher performed the literature on the service quality and the degree of satisfaction level through a theoretical consideration. In addition, an empirical survey was performed with the subjects of customer in family restaurant in Korea. The collected material through SPSS10.0 was analyzed by statistical methods such as frequency analysis, Cronbach's a, and regression analysis.