• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.280-284
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• 2003

Most of Online Shopping Mall takes Business-Customer interaction through E-mails and bulletin boards. Especially bulletin boards provide Business-Customer interaction and also Customer-Customer interaction. This paper, by experiment, aims to identify how to deal negative messages in Online Shopping Malls to increase customer trust and loyalty when negative messages show up the bulletin board. Types of dealing negative message were classified (1)Leaving, (2)Deleting, (3)Proper Responding, and the experiment resulted in (1)Leaving decrease customer trust and loyalty, (2)Deleting and (3)Proper Responding increase customer trust and loyalty. But (2)Deleting appeared to have more influence on customer trust and loyalty than (3)Proper Responding. Based on this result, to increase customer trust and loyalty, Online Shopping Mall should correspond to negative messages immediately. And it is necessary that control of negative messages adequately, because effects of negative information appear bigger than effects of interactions.

• 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 Korean Society for Quality Management
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• v.41 no.4
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• pp.499-512
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• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• Korean Management Science Review
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• v.23 no.3
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• pp.183-194
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• 2006

In this paper, we propose a customer profiling technique based on customer behavior for personalized products recommendation in Internet shopping mall. The proposed technique defines customer profile model based on customer behavior Information such as click data, buying data, market basket data, and interest categories. We also implement CBCPT(customer behavior based customer profiling technique) and perform extensive experiments. The experimental results show that CBCPT has higher MAE, precision, recall, and F1 than the existing other customer profiling technique.

• Korean Management Science Review
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• v.25 no.1
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• pp.193-208
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• 2008

While CRM has recently attracted a lot of attention among academics and practitioners, most academic research in this area has focused on consumer markets, but CRM in industry markets is less focused research area so far. Companies in industry market have suspected effects of the relationship between CRM's activities and performance which is related to customer satisfaction and customer loyalty. The main purpose of this research support CRM strategy development. Therefore, this research is focused on as follows; first, defining the concept of CRM and performance second, identifying the customer relationship's characteristics and CRM relational activities in industrial markets third, verifying the relationship between customer satisfaction and customer loyalty in the case of Steel industry which is whether the CRM relational activities have effects on customer loyalty directly, or indirectly through customer satisfaction.

• The Journal of the Korea Contents Association
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• v.7 no.9
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• pp.183-193
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• 2007

This paper is investigate the relations on the market orientation, service quality, customer satisfaction and customer loyalty in hotel restaurant. The research findings support that there are significant factors of market orientation between customer satisfaction and customer loyalty in hotel restaurant. That is, if hotel restaurant employees perceive a hotel restaurant to have high market orientation, they will have greater service quality. The greater the customer satisfaction of the hotel restaurant employees, the greater customer loyalty. It implies that hotel restaurant should have a great interest in internal marketing.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1998.10a
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• pp.19-22
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• 1998

ISP(Information Strategy Planning) is the methodology to light the objective and the business system architecture, and to recognize the strategic situation for the establishment of effective information system in an organization. Customer Needs Research is one of the Research Methodology that analyze the customer needs effectively and use to establish the policy and the direction of corporation. Both have the important role to establish the strategy for the corporation. The former can propose the corporate information strategy in MIS, the latter can be used to research the customer needs about a corporation, to establish the business management strategy and to decide the way corporate must head. But each has studied independently and there is no integrated methodology of ISP and Customer Needs Research. Actually, a lot of corporations still establish ISP to increase the business efficiency rather than to satisfy the customer needs. Customer satisfaction is the final objective of all business so that corporations have to find the customer needs through Customer Needs Research and make ISP oriented to customer satisfaction through the result of Customer Needs Research.

• Asia pacific journal of information systems
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• v.26 no.1
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• pp.80-108
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• 2016

Contemporary organizations strive for customer agility through the deployment of digital technologies on customer-focused operations to build enduring customer relationships, with mobile apps being one of its prominent examples. Drawing on prior agility and ECT literature, this study proposes a model to examine customers' view of a firm's customer agility. Our empirical test of conceptual model from data collected in a field study from 128 customers demonstrated that the conceptual model offers good explanation for customers' view of a firm's customer agility through relationships among customer expectations-customer perceived firm's responsiveness-satisfaction. Data were analyzed using PLS, polynomial modeling, and response surface methodology to examine the relationships between customers' digital interactions with the firm, influence of digitized interactions on customer expectations, customers' evaluation of firm's responsiveness, and subsequent customer satisfaction.

• Management & Information Systems Review
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• v.23
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• pp.99-134
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• 2007

In recent years there has been much emphasis on the need for service firms to develop an organizational culture which facilitates the successful implementation of marketing activities. This study examines the relationship among marketing culture, service quality, customer satisfaction, and customer loyalty in fast food service firms. The results of empirical analysis can be summarized by the following: First, marketing culture(employee service quality, interpersonal relationships, selling task, organization, internal communications, innovativeness) had a significant direct effect on service quality. Second, marketing culture(employee service quality, selling task, internal communications) had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through service quality. Third, service quality had a significant indirect effect on customer loyalty through customer satisfaction. Therefore, the results of the study provide the practical implication for establishment of service firms' marketing strategies, related to marketing culture.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.10
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• pp.1787-1791
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• 2010

This paper presents the survey results of the interruption on domestic customer, especially commercial, with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the commercial customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting commercial customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.