• 대한영양사협회학술지
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• 제19권1호
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• pp.82-94
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• 2013

The purposes of this study were to measure the service mind and customer orientation of employees and to identify the effect of service mind on customer orientation in elementary school foodservices. The questionnaires were distributed to foodservice employees of the 19 elementary schools, but collected from 12 schools in Gwangju, Gyeonggi. The statistical data analysis was completed using SPSS (ver. 18.0) for the independent sample t-test, ANOVA, Cronbach's alpha, principal component analysis, hierarchical & K-means cluster analysis, Pearson' correlation analysis, and multiple regression analysis. Foodservice employees highly rated their service mind (3.94 out of 5 points), especially their perceptions on the importance of service (4.13 points). The effort to provide service was significantly different depending on the serving place (P<0.05). Employees had a high level of customer orientation (4.02 points), which was significantly influenced by age, position, or career (P<0.05), and cook license (P<0.01). As a result of cluster analysis for service mind, employees were divided into two groups: a low-service mind group (cluster 1) and a high-service mind group (cluster 2). Cluster 2 had a significantly higher overall customer orientation than cluster 1 (P<0.001). The pride in providing services (${\beta}$=0.390, P<0.01) and the perception of the importance of services (${\beta}$=0.297, P<0.05) showed a significant and positive effect on customer orientation.

• 한국콘텐츠학회논문지
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• 제15권9호
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• pp.96-105
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• 2015

최근 백화점에서는 고객 유치와 홍보적 수단으로 미디어파사드를 활용하고 있다. 특히, 대형 백화점을 이용하는 고객을 살펴보면 남성보다 여성의 비율이 4.6배나 많다. 이는 성별에 따른 차별화된 미디어파사드 콘텐츠를 제작해야 하는 필요성이 제기되고 있다. 이에 본 연구는 남녀에 의한 미디어파사드의 인지정도에 따른 실증분석을 목적으로 하고자 한다. 먼저 선행연구를 통해 심미성, 예술성, 쾌적성, 조화성 총4개의 인지요인을 도출하고 "각 인지요인이 성별에 따라 지각하는 데는 차이가 있을 것이다"라는 가설을 설정하였다. 이를 검정하기 위해 미디어파사드가 설치되어 있는 국내 대형 백화점을 선정하고 실증실험을 수행하였다. 실험결과, 심미성, 예술성, 조화성은 채택되었고 쾌적성은 기각되었다. 이는 백화점에서 더 많은 여성고객 유치를 위해서는 공간과 미디어파사드의 조화, 형태, 색, 배치 등의 아름다움, 그리고 콘텐츠의 연출방식 등에 대해 여성을 고려해야 할 것이다.

• Journal of Korea Trade
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• 제27권1호
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• pp.192-210
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• 2023

Purpose - Vietnam has the fastest growing digital economy in Southeast Asia and is emerging as a critical overseas market for Korean banks in the post-COVID-19 era. Accordingly, many Korean banks entered the Vietnamese market to overcome the limitations of the saturated domestic financial market and create new revenue sources. This study examined the current status of digital finance in Vietnam and the cases of Korean banks that have succeeded in the Vietnamese market. Then, importance-performance analysis (IPA) was conducted on local customers, managers and staff members of Korean banks in Vietnam. Design/methodology - In this study, we analyzed the importance and satisfaction factors of mobile banking app usage in Vietnam through IPA. In particular, we identified the differences between the two groups by considering the viewpoint of customers who use mobile banking apps and that of managers and staff members who provide mobile banking services. Findings - The IPA results from the customer group and managers and staff members group were generally similar, but differences were observed in Ease of Use (Technology), Innovativeness (Organization), and Increase in Revenue (Economic). In the case of the customer group, Ease of Use (Technology) is located in the second quadrant, which shows low satisfaction compared to high importance. However, in the managers and staff members group, Ease of Use (Technology) is located in the first quadrant, which indicates high importance and high satisfaction. This difference in perception can cause complaints from local customers; thus, it is necessary to change the perception of the technological aspect for ease of use of mobile banking apps in consideration of the customer's position. In addition, it is necessary to allocate the resources invested in the Innovativeness (Organization) and Increase in Revenue (Economic) to Ease of Use (Technology). Originality/value - In this study, based on the HOTE framework, factors for using mobile banking apps were derived, and IPA was conducted targeting local customers (app user) and managers and staff members (app provider) of Korean banks in Vietnam. Through this, we presented the results of empirical analysis that can help Korean banks efficiently utilize limited resources and budgets.

• 한국식생활문화학회지
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• 제13권4호
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• pp.307-316
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• 1998

Vending machines play an important role of giving convenience and simplicity in modem life style. So they became an indispensible element in life of modern people. This study was peformed to investigate customer's actual status in use as well as the degree of satisfaction and requirement of food and beverage vending machines. The results of this study can be summarized as follows. 1. About the advantage of using the vending machines, respondents answered 'convenience' for 50.2% and 'closeness' for 33.6% of all the answers. About the dissatisfaction for vending machine, three factors of 'inappropriate taste, temperature. quantity' and 'unsanitary pakage material and food' were the main causes. 2. About the credit of food quality,48.6% of respondents answered' some what doubtful'.58.1% of respondents pointed out that they couldn't confide in freshness and shelf-life' 3. 48.2% of respondents agreed that vending machines would be needed more in the future. Respondents wanted lots of food to be served from vending machines. The foods which respondents wanted to be served from vending machines were noodle(30.8%), rice(19%), pastry(18.2%), bread(17.45) gruel(7.3%) and snack(7.3%).

• 한국조리학회지
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• 제17권2호
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• pp.140-152
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• 2011

이 연구의 목적은 이태리 레스토랑에서 음식서비스 전달자인 종사자와 고객을 대상으로 실내공간과 음식서비스 품질에 대한 인식의 괴리(gap)를 분석하여 고객 만족을 위한 음식서비스 전달에서의 문제점과 종사자의 인식 전환 필요성을 규명하고자 하였다. 또한, 실내공간과 음식 서비스 품질 향상을 위하여 레스토랑에서 서비스 품질인식과 고객 만족도를 연구하고자 하였다. 연구 결과 종사자의 점수(3.79점/5점)가 고객의 점수(3.78)보가 약간 높게 평가되었다. 특히 16개의 고객의 속성 중 '레스토랑 전체 조명', '음식재료의 신선도', '음식의 창의성' 등이 직원의 점수보가 유의적으로 낮게 평가되었다. 종사자와 고객 모두가 4개의 속성 중에서 '음식의 품질'을 가장 높게, '테이블 세팅'을 가장 낮게 인식했다. 격자도 분석 결과, 'Q3. 음식을 담은 그릇', 'Q6. 테이블 전체의 청결도', 'Q12. 음식의 배치도', 'Q17. 실내공간의 쾌적성', 'Q18. 실내공간의 온도', 'Q23. 레스토랑 전체 조명', 'Q30. 가구 및 액세서리 장식'이 Quadrant A 영역에는 포함되었는데, 이는 종사자의 인식도가 고객의 인식도 보다 낮아 고객들의 불만족하는 속성들이다. 따라서 이종사자들이 전달하고 있다고 인지하고 있는 서비스 수준이 고객과 괴리가 있음을 깨닫고 서비스 품질 개선에 있어 우선순위를 부여하여야 한다.

• 제어로봇시스템학회논문지
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• 제10권11호
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• pp.1107-1111
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• 2004

As an information technology is developed, more intelligent system considering emotional factor for implementing the personality is required. In this paper, Reactive Learning Inference System considering emotional factor is proposed. Emotional Facter(E) is defined for a criterion for representing the personal preference. This system is designed to have functions of Reactive filtering by Emotional factor, Incremental learning, perception & inference and knowledge retrieval. This system is applied to the area for analysis of customer's tastes and its performance is analyzed and compared.

• 품질경영학회지
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• 제29권1호
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• pp.61-84
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• 2001

The problem of trend change in the failure rate is great interest in the reliability and survival analysis. In this paper we develop a test statistic for testing whether or not the failure rate changes its trend based on a complete sample. Monte Carlo simulations are conducted to investigate the speed of convergence of the proposed test statistic.

• 품질경영학회지
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• 제27권4호
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• pp.266-279
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• 1999

Today, Companies are facing the harsh realities of a competitive environment. This is no time for revolutionary change. Instead, Companies are instituting revolutionary change meant to have impact within a very short time frame. Bold steps are required to lead the industry into a future of improved efficiency and significant productivity gains. GE, as well as Intel, Motorola, and other companies adopted a program called Six Sigma, in order to make fundamental changes in the way the company operated to fulfill customers'expectations. Six sigma reduces the occurrence of defects from a 3 sigma level of 66,800 defects per million to a 6 sigma level-less than 4defects per million. The goals and metrics of the company's Six Sigma process clearly have had a positive effect on customer satisfaction and customer perception of the company.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회/대한산업공학회 2003년도 춘계공동학술대회
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• pp.529-536
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• 2003

The majority of previous studios on tolerance synthesis have viewed the issue as a design methodology to determine optimal component tolerances on behalf of a manufacturer. while meeting given assembly tolerance requirements Although a considerable amount of research has been done on this issue. a couple of important questions still remain unanswered First. how ran a design engineer quantitatively incorporate a customer's perception on a product quality into a tolerance synthesis scheme at the early design stage Second. how ran component tolerances and assembly tolerance be optimized in a simultaneous way? To answer these questions. this article presents the customer-driven concurrent tolerance synthesis which is facilitated by the notion of truncated distribution and the use of mathematical programming techniques. while adopting the major principles of Tagurhl philosophy. The work presented in the article is an effort to gain insight, which can be useful in practice when setting up guidelines for an overall tolerance synthesis.

• 한국식품영양학회지
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• 제24권3호
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• pp.329-339
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• 2011

The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer's perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.