• 수산경영론집
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• 제41권3호
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• pp.153-174
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• 2010

In this paper we aim to find out consumer behavior based on fish shares in their buying ingredients, path segmentation, product and service quality, customer satisfaction and then we try to analyze the impact of them on each consumer buying behavior. In this study, first, consumers, divided by general merchandise retail store and traditional fish retail store, these also divided by two groups that are with high spending group and low spending group, so totally we have four parts of consumer behavior segmentation market profiles. Second, we analysis the affect of each factor on consumer behavior. That is, we try to analysis the effect of product and service quality on customer satisfaction in four seafood market group. The results of this study are summarized as follows;

• 한국응용과학기술학회지
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• 제38권6호
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• pp.1493-1501
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• 2021

본 연구의 목적은 피부전문가들이 경험한 고객 불량행동이 감정부조화 및 서비스 사보타주에 미치는 영향에 관한 연구이다. 연구의 목적달성을 위해 서울. 경기지역 피부전문가 383명을 연구대상으로 선정하였다. 분석방법은 빈도분석, 요인분석, 신뢰도분석, 상관관계분석, 다중회귀분석을 실시하였으며, 이와 같은 연구절차를 거쳐 다음과 같은 연구결과를 도출하였다. 고객 불량행동이 감정부조화에 정적(+)상관관계가 나타났고, 감정부조화의 감정억제가 서비스사보타주에 영향을 미치는 것으로 나타났다.

• 한국의류학회지
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• 제32권12호
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• pp.1866-1877
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• 2008

본 연구는 패션 유통업에서 급성장 하고 있는 전자상거래를 중심으로, 고객이 쇼핑몰과의 거래를 통해 경험하게 되는 불만족 요인을 파악하고, 불만족과 불평행동, 불평행동과 고객과 쇼핑몰간의 관계지향성의 영향 관계를 파악하고자 하였다. 본 연구를 위한 자료는 질문지를 이용하였고, 인터넷에서 패션제품을 구매한 후불만 혹은 불평행동을 해본 경험이 있는 275명의 대학생을 연구대상으로 하였다. 자료분석을 위해 기술통계분석, 요인분석, Cronbach' $\alpha$, 상관관계분석, 회귀분석을 실시하였다. 연구결과는 다음과 같다. 인터넷 패션 쇼핑몰에서의 구매 후 고객 불만족은 제품품질, 반품/교환/AS, 가격, 거래계약, 배달 및 결제관련 불만으로 분류되었으며, 비교적 품질과 배달관련 불만이 가장 높은 것으로 파악되었다. 고객 불만족, 불평행동 및 관계지향성간의 관련성이 높게 나타났으며, 고객 불만이 높을수록 불평행동도 높은 것으로 파악되었다. 한편, 불평행동이 높을수록 고객 충성은 낮아지고 태만 및 이탈행동은 높아지는 것으로 파악되었다. 특히 사적 불평행동이 높을수록 고객 충성은 낮아진 반면, 태만과 이탈은 높은 것으로 나타났다.

• 유통과학연구
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• 제16권7호
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• pp.17-24
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• 2018

Purpose - This study focuses on the quality of nonverbal communication by the flight attendants at the airline, and the factors that contribute to improve customer behavior, thereby providing positive implications for corporate management. Research, design, data, and methodology - For the empirical analysis of this study, reliability analysis and frequency analysis were conducted. T-test and ANOVA analyses were performed. In addition, the effects of nonverbal communication have on customer behavior have regressed analysis. The collected data was empirical suing the SPSS Win 18.0. Results - Among the non-verbal communication qualities were found to significantly influence customer attitudes, and demographic differences in airline flight attendants were also shown to influence their perceptions. Empirical analysis revealed significant differences in demographic characteristics between gender, age and airlines used. Conclusions - All of the non-verbal communication's attributes were found to significantly impact customer attitude. It is used to train the importance of nonverbal communication quality for the role of cabin crew members and to enhance the loyalty of the customers to Airline. This study identifies the relationship between the impact of non-verbal communication quality on customer attitudes and implies the importance of non-verbal communication quality for airline flight attendants. Also, this study suggests that there is a close mechanism between the nonverbal communication and the customer attitudes to airlines.

• 한국시스템다이내믹스연구
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• 제5권1호
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• pp.49-71
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• 2004

Demand-side Management can be defined as'any utility activity aimed at modifying customers' use of energy to produce desired changes in the utility's load shape'. Customers benefit by being able to control energy costs and improve quality of life and become more productive. Utilities benefit from DSM's value as a resource that enhances asset utilization and reduces both fuel costs and environmental emissions. The scope of DSM includes load management through rate schedules and conservation by improving energy effciency and using electricity consumption effectively. This paper study the DSM resource evaluation and customer behavior analysis todesign the DSM Program plan in response to customer needs. We develop basic system dynamics model to analysis the customer behavior based on a survey research. The DSM Program participants in the Hi- efficiency Inverter, Electric motor and efficient lighting applicancies operating by Conservation program 2002 become the survey objects. DSM resource evaluation evaluate firstt the distribution potentialities of each machine and then forecast the degree of diffusion. We apply the system dynamic approach to simulate the dynamic DSM market situation at the domestic beginning. This model will give the energy Planner the opportunity to create different scenarios for DSM program planning. Also it will lead to increased understanding of the dynamic DSM market

• 경영과학
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• 제21권3호
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• pp.55-69
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• 2004

This study analyzes customer buying-behavior patterns in a department store as time goes on, and predicts moving patterns of its customers. Through them, it suggests in this paper short-term and long-term marketing promotion strategies. RFM techniques are utilized for customer segmentation. Customers are clustered by using the Kohonen's Self Organizing Map as a method of data mining techniques. Then C5.0, a decision tree analysis technique, is used to predict moving patterns of customers. Using real world data, this study evaluates the prediction accuracy of predictive models.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2002년도 추계정기학술대회
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• pp.445-453
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• 2002

Past and current customer behavior is the best predicator of future customer behavior. This paper introduces a procedure on personalized defection detection and prevention for an online game site. The basic idea for our defection detection and prevention is adopted from the observation that potential defectors have a tendency to take a couple of months or weeks to gradually change their behavior (i.e. trim-out their usage volume) before their eventual withdrawal. For this purpose, we suggest a SOM (Self-Organizing Map) based procedure to determine the possible states of customer behavior from past behavior data. Based on this representation of the state of behavior, potential defectors are detected by comparing their monitored trajectories of behavior states with frequent and confident trajectories of past defectors. The key feature of this study includes a defection prevention procedure which recommends the desirable behavior state for the ext period so as to lower the likelihood of defection. The defection prevention procedure can be used to design a marketing campaign on an individual basis because it provides desirable behavior patterns for the next period. The experiments demonstrate that our approach is effective for defection prevention and efficient for defection detection because it predicts potential defectors without deterioration of prediction accuracy compared to that of the MLP (Multi-Layer Perceptron) neural network.

• 한국경영과학회지
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• 제33권3호
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• pp.59-76
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• 2008

Studies of recommender systems have focused on improving their performance in terms of error rates between the actual and predicted preference values. Also, many studies have been conducted to investigate the relationships between customer information processing and the characteristics of recommender systems via surveys and web-based experiments. However, the actual impact of recommendation on product pages for customer browsing behavior and decision-making in the commercial environment has not, to the best of our knowledge, been investigated with actual clickstream data. The principal objective of this research is to assess the effects of product recommendation on customer behavior in e-Commerce, using actual clickstream data. For this purpose, we utilized an online bookstore's clickstream data prior to and after the web site renovation of the store. We compared the recommendation effects on customer behavior with the data. From these comparisons, we determined that the relevant recommendations in product pages have positive relationships with the acquisition of customer attention and elaboration. Additionally, the placing of recommended items in shopping cart is positively related to suggesting the relevant recommendations. However, the frequencies at which the recommended items were purchased did not differ prior to and after the renovation of the site.

• 대한가정학회지
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• 제41권12호
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• pp.1-12
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• 2003

The purpose of this study was to identify importance of salesperson's selling behavior's such as orientation and loyalty. A total of 350 questionnaires was distributed to high school students in the city of Daegu area and 306 respondents were used for the statistical analysis. The primary methods of the statistical analysis employed in this thesis to test the hypotheses were factor analysis, reliability analysis, correlation, and linear regression. SPSS package program was used to analyze the data. The results are as follows：1. Customers felt dissatisfaction at salesperson's selling-orientation and felt satisfaction at customer-orientation when they buy the clothes. The salesperson's selling behavior was connected with customer's satisfaction directly, and was very important to retail market 2. The customer satisfaction of salesperson shows meaningful relation and has influenced on salesperson loyalty as well as customer satisfaction of store. But the customer satisfaction of salesperson has not influenced on store loyalty. 3. The customer satisfaction of store shows meaningful relation and has influenced on store loyalty, but not on salesperson loyalty. 4. The salesperson loyalty shows meaningful relation with and has influenced on store loyalty. The more salesperson loyalty increases, the more store loyalty increases. Accordingly, it is concluded that the future success of firms and retailers depends on the quality of the relationship between customers and salespersons.

• 한국프랜차이즈경영연구
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• 제8권2호
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• pp.5-16
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• 2017

Purpose - This study empirically analyzes the effects of social responsibility activities (legal, charitable, environmental, ethical) of franchised chain hotels on customer value and SNS citizenship behavior. Furthermore, this study examines mediating role of customer value on SNS citizenship behavior. Design, data, and methodology - A survey was conducted on customers residing in Korea who had visited the franchised chain hotels in Seoul, Gyeonggi, and other regions, over a period of three months (from October 1, 2016 to December 31, 2016). There were a total of 426 valid samples, and the hypotheses were tested through hierarchical analysis. Results - First, among the social responsibility activities of franchised chain hotels, all four factors of legal, charitable, environmental, and ethical responsibilities had a statistically significant positive effect on customer value. Second, among the social responsibility activities of franchised chain hotels, all four factors had a statistically significant positive effect on SNS citizenship behavior. Third, customer value had a statistically significant positive effect on SNS citizenship behavior. Conclusions - Since social responsibility activities are utilized as a means of direct marketing, for creating and selling images of products and services of franchised chain hotels, it is necessary to become a fixed form of corporate culture.