• International Journal of Computer Science & Network Security
• /
• v.24 no.8
• /
• pp.153-158
• /
• 2024

This paper is an extended paper showing the role of Decision Support Systems (DSS) in other fields of Marketing Management (M.Mgnt). DSS facilitates in decision making many M.Mgnt concepts and Customer Relationship Management (CRM) is one of them and it depends on the firm's tasks for developing and retaining customers while achieving their satisfaction and enhancing the sense of belongingness for their products and services. Profit maximization, the process of customer value, and building strategic values for the firm are the three empirical benefits of CRM that are achieved through analytical, operational, and direction (AOD) capabilities respectively. This research focuses on the application of DSS models of what-if analysis (WIA) for CRM at (AOD) and also shows the dependence on the Information Success model (ISM). Hypothetical data are analyzed for (AOD) by three types of (WIA) to attain CRM and profit maximization and this analytical method can be used by any customer-oriented firm as a general model.

• The Journal of Information Systems
• /
• v.30 no.3
• /
• pp.93-112
• /
• 2021

Purpose Recently, many organizations are actively adopting enterprise architecture (EA) as a methodology to manage IT assets and build IT-based business system. This study intended to empirically examine how the role of EA operating unit and utilization capability of organizational members impact on system performance at the post-adoption stage. A balanced score card (BSC) is being used as a framework for a company's key performance indicator (KPI). Design/methodology/approach This study tried to investigate the causal relationship between the four perspectives of the balanced scorecard as an influencing factor of the introduction of the Enterprise Resource Planning (ERP) on the financial value. In particular, the mediating effect between the customer's point of view and the business process point of view was investigated between the learning growth point of view and the financial point of view, and the interaction effect (regulating effect) of strategic linkage in the system introduction process was investigated. Findings The results of the study were first, that the organizational learning and growth perspective had a positive effect on the customer perspective, business process, and financial perspective. In addition, the customer perspective and the process perspective also had a positive influence on the financial perspective. Second, between the learning growth and financial perspectives, the customer perspective and the process perspective showed a partial mediating effect. Third, as for strategic linkage, the interaction effect between the customer perspective, the learning growth perspective, and the process perspective and the financial perspective was not significant. The results of this study are expected to provide a framework for performance evaluation to organizations that have introduced ERP systems.

• The Korean Journal of Franchise Management
• /
• v.10 no.4
• /
• pp.19-29
• /
• 2019

Purpose: In beauty industry, service quality is very critical, because it impacts on the customer's positive attitude and behavior to the beauty salon or beauty brand. Thus, this research examines the effects of service attributes on customer satisfaction and loyalty in beauty salon. This research suggests the guidelines for how beauty salons should manage their physical environment, price policy, professional skills, and employees that improve management and business performance. Research design, data, and methodology: This study examines the structural relationship between service attributes, customer satisfaction, and loyalty. Service attributes divide into four sub-dimensions such as servicescape, price service, technical service, and employee service. In order to test the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and examined in previous studies. A total of 160 questionnaires were distributed and collected, and 150 were used for analysis except 10 that were unresponsive or unfaithful. The data were analyzed using SPSS 22.0 and SmartPLS 3.0 statistical package program. Result: The results of this research are as follows. First, all sub-dimensions of service attributes such as servicescape, price service, technical service, and employee service have significant positive impacts on satisfaction. Second, customer satisfaction have significant impact on loyalty. Conclusions: This study suggests an integrated model of the relationship that the characteristics of beauty salon service attributes affect customer loyalty through satisfaction, and suggests how to manage and allocate limited resources in the beauty industry. The findings of this research indicate that the level of customer satisfaction is shown to be increased by servicescape, technical characteristics, value of money, and human attributes. Thus, beauty salon management should focus on the relationship with their customers how to improve customer loyalty through satisfaction. The quality of beauty service influences customer's attitudes and behaviors toward beauty salon. Considering the beauty business, where the quality and customer satisfaction of beauty services are determined by the hairdresser's beauty skills,, the beauty salons must find ways to improve their skills and new trend of hair style. If beauty salon customers perceive the high quality of beauty service, they revisit beauty salon and recommend it to others.

• Asia Marketing Journal
• /
• v.14 no.4
• /
• pp.143-165
• /
• 2013

Sales force automation (SFA) technologies are increasingly used to support customer relationship management (CRM) strategies. However, the popular press reports mixed results among companies incorporating SFA technologies and the previous studies have less interested in relationship quality between sales person and customer as an outcome of SFA. Actually the improved quality of the salesperson-customer relationship may be the most important outcome of SFA usage. This outcome is especially meaningful in today's marketplace given the increasing focus placed on customer retention and other customer related performance such as customer lifetime value. Therefore, this study seeks to further examine the impact of SFA usage within two different firms using SFA technologies to examine the impact of SFA usage on both customer relationship quality and sales performance. Additionally, the moderating roles of perceived managerial support and salesperson experience on the outcomes of SFA usage are examined. The results shows that direct effect of SFA usage on performance was not significant but highlight the mediating role of customer relationship quality in the SFA usage - sales performance relationship. Also, this research examines a number of moderating effects of both management supports for SFA and salesperson's sales work experience. The results indicate that management support has a significant direct influence on relationship quality and salesperson performance, but not a significant moderating effect on the relationship between SFA usage and the outcomes (relationship quality and performance). Thus moderating effects were not supported but find significant main effects. First of all, finding of this study suggest that a formula for successful SFA implementation must be one that highlights a SFA usage → relationship quality → sales performance sequence. This means when sales person use SFA they must build relationship with customer first then will return some long term performance. Second, the implications of not considering the introduction of big technology initiatives in terms of fit within the company's culture, strategy, structure, and environment may in many cases be quite noteworthy. Therefore, the launching of a new technology in the firm, such as SFA, may have a nonlinear impact upon overall firm performance, depending on the presence of other complimentary resources and capabilities. Finally the authors offer a number of implications for research and practice, and suggest directions for future SFA research that may further improve our understanding of this increasingly relevant topic.

• Journal of Intelligence and Information Systems
• /
• v.25 no.2
• /
• pp.1-23
• /
• 2019

Big data refers to data that is difficult to store, manage, and analyze by existing software. As the lifestyle changes of consumers increase the size and types of needs that consumers desire, they are investing a lot of time and money to understand the needs of consumers. Companies in various industries utilize Big Data to improve their products and services to meet their needs, analyze unstructured data, and respond to real-time responses to products and services. The financial industry operates a decision support system that uses financial data to develop financial products and manage customer risks. The use of big data by financial institutions can effectively create added value of the value chain, and it is possible to develop a more advanced customer relationship management strategy. Financial institutions can utilize the purchase data and unstructured data generated by the credit card, and it becomes possible to confirm and satisfy the customer's desire. CRM has a granular process that can be measured in real time as it grows with information knowledge systems. With the development of information service and CRM, the platform has change and it has become possible to meet consumer needs in various environments. Recently, as the needs of consumers have diversified, more companies are providing systematic marketing services using data mining and advanced CRM (Customer Relationship Management) techniques. KB Kookmin Card, which started as a credit card business in 1980, introduced early stabilization of processes and computer systems, and actively participated in introducing new technologies and systems. In 2011, the bank and credit card companies separated, leading the 'Hye-dam Card' and 'One Card' markets, which were deviated from the existing concept. In 2017, the total use of domestic credit cards and check cards grew by 5.6% year-on-year to 886 trillion won. In 2018, we received a long-term rating of AA + as a result of our credit card evaluation. We confirmed that our credit rating was at the top of the list through effective marketing strategies and services. At present, Kookmin Card emphasizes strategies to meet the individual needs of customers and to maximize the lifetime value of consumers by utilizing payment data of customers. KB Kookmin Card combines internal and external big data and conducts marketing in real time or builds a system for monitoring. KB Kookmin Card has built a marketing system that detects realtime behavior using big data such as visiting the homepage and purchasing history by using the customer card information. It is designed to enable customers to capture action events in real time and execute marketing by utilizing the stores, locations, amounts, usage pattern, etc. of the card transactions. We have created more than 280 different scenarios based on the customer's life cycle and are conducting marketing plans to accommodate various customer groups in real time. We operate a smart offering system, which is a highly efficient marketing management system that detects customers' card usage, customer behavior, and location information in real time, and provides further refinement services by combining with various apps. This study aims to identify the traditional CRM to the current CRM strategy through the process of changing the CRM strategy. Finally, I will confirm the current CRM strategy through KB Kookmin card's big data utilization strategy and marketing activities and propose a marketing plan for KB Kookmin card's future CRM strategy. KB Kookmin Card should invest in securing ICT technology and human resources, which are becoming more sophisticated for the success and continuous growth of smart offering system. It is necessary to establish a strategy for securing profit from a long-term perspective and systematically proceed. Especially, in the current situation where privacy violation and personal information leakage issues are being addressed, efforts should be made to induce customers' recognition of marketing using customer information and to form corporate image emphasizing security.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
• /
• v.27 no.1
• /
• pp.17-23
• /
• 2013

The BESS(Battery Energy Storage System) is an useful device for load leveling, but the high cost, installation space and safety issues are the main barriers for supplying it widely. The important factor in supplying BESS to customers successfully is the payback period. As most of the H/W cost factors are uncontrollable, the optimization of storage volume can be useful factor in improving payback period. In order to obtain optimized BESS volume, the load factor, demand ratio, peak shaving ratio, electric rates and benefits from DR participation of customer should be analyzed. In this paper, we could verify the peak cutting capability and cost effectiveness under the some proposed conditions and changing value of PCS and battery based on the customers data after volume optimization process was applied, and we can identified the saturation point of load factor and shortening of customer's payback period.

• Proceedings of the KIEE Conference
• /
• summer
• /
• pp.189-191
• /
• 2004

This paper presents summary results of direct interview survey of Korean industrial customers conducted to evaluate the direct and short duration interruption costs resulting from local random electrical supply interruptions. The cost is evaluated using the questionnaires authors designed, which are mainly on the experience or preparatory actions consumers Predicted they would take. Economic evaluation of reliability that traditionally takes into account duration and frequency of interruption does not accurately reflect the lost value or economic impacts of industrial customer, especially large size, caused by any kind of interruption. So, to imply the substantial difference in costs incurred by different customer group, the authors apply the international standards, i.e. IEC, IEEE, to the analysis on the interruption costs.

• The Journal of the Korea institute of electronic communication sciences
• /
• v.5 no.6
• /
• pp.657-663
• /
• 2010

This research extracted important factors in the real estate brokerage business and verified it's relationship between service value, reuse intent, word of mouth effect in order to analyse the elements of what the customers are looking for, and proved that brokers ability, trustworthiness and the location of the brokerage institute is an important factor. On the other hand the environment of the brokerage institute was verified to be less important. The most important factor for customer was the broker's ability, hence the countermeasures were needed.

• Proceedings of the Technology Innovation Conference
• /
• 1999.12a
• /
• pp.348-371
• /
• 1999

The tremendous growth of the Internet, particularly World Wide Web, has bought significant changes in the economics of marketing channels and has led to a redefinition of industry value chain. While electronic commerce has become as an important issue with the growth of the Internet, there are insufficient empirical research efforts concerning its status in Korea. The study findings suggest that contextual problems need to be solved before electronic commerce provides real benefits for consumers and businesses. The suggestions and strategies are provided at both a firm level and a consumer level. The objective of this research investigates TQM's the key quality factors and Customer's Using Satisfaction of Internet shopping mall in Korea. In addition, we tried U find out what factors discourage consumers from using electronic purchasing methods, as well as how perceived quality factors and customer satisfaction when consumers are exposed to the purchase process on the Internet shopping mall business.

• The Journal of Society for e-Business Studies
• /
• v.22 no.1
• /
• pp.123-146
• /
• 2017

The information that consumers share in the SNS (Social Networking Service) has a great influence on the purchase of consumers. Therefore, it is necessary to pay attention to new research methodology and advertising strategy using Social Big Data. In this context, the purpose of this study is to quantitatively analyze customer value through Social Big Data. In this study, we analyzed the value structure of consumers for the three smartphone brands through text mining and positive/negative image analysis. Analysis result, it was possible to distinguish the emotional aspects (sensitivity) and rational aspects (rationality) for customer value per brand. In the case of the Galaxy S7 and iPhone 6S, emotional aspects were important before the launch, but the rational aspects was important after release date. On the other hand, in the case of the LG G5, emotional aspects were important before and after launch. We can propose two core advertising strategies based on analyzed consumer value. When developing advertising strategy in the case of the Galaxy S7, there is a need to emphasize the rational aspects of product attributes and differentiated functions. In the case of the LG G5, it is necessary to consider the emotional aspects of happiness, excitement, pleasure, and fun that are felt by using products in advertising strategy. As a result, this study will provide a good standard for actual advertising strategy through consumer value analysis. Advertising strategies are primarily driven by intuition or experience. Therefore, it is important to develop advertising strategies by analyzing consumer value through social big data analysis.