• 한국콘텐츠학회논문지
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• 제8권9호
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• pp.242-250
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• 2008

본 연구에서는 서비스기업의 두 집단을 대상으로 고객지향성과 종업원 만족관계, 업종별 특성에 따른 고객지향성의 차이를 검증해보고자 하였다. 실증분석 결과 두 집단의 고객지향성은 텔레마케터의 직무속성으로 인해 매우 유사한 것으로 나타났으며, 고객지향성과 종사원 만족은 순수고객지향성 요인만이 유의한 차이를 보여 순수 고객지향성에 대한 텔레마케터의 전향적인 노력과 관리가 필요하다는 결과를 얻었다. 본 연구는 텔레마케팅의 실무적 중요성을 제기하고 고객지향성의 이론적 중요성과 연결하여 연구의 틀을 확장시켰다는데 그 의의가 있다.

• 한국조리학회지
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• 제20권4호
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• pp.59-74
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• 2014

본 연구는 웰빙형 식품으로 각광을 받고 있는 산채의 소비촉진을 위하여 산채의 제품특성(안전성, 맛, 가격)이 고객만족과 고객신뢰 및 제구매 의도에 미치는 영향을 알아보고자 연구모형과 가설을 설정한 후 설문조사를 실시하여 분석한 결과는 다음과 같다. 산채의 제품 특성인 안전성, 맛, 가격은 고객만족과 고객신뢰에 정(+)의 영향을 미치는 것으로 나타났다(p<0.01). 또한 고객만족은 고객신뢰에 유의하게 정(+)의 영향을 미쳤다(p<0.05). 따라서 산채의 제품 요인인 안전성, 맛, 가격은 고객만족도와 고객신뢰도를 향상시킬 수 있는 주요 요인으로서, 제품의 위생 안전성이 보장된다면 고객들의 만족감과 신뢰가 쌓여 지속적인 재구매 활동으로 이어질 수 있을 것으로 판단된다.

• KIEE International Transactions on Power Engineering
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• 제5A권1호
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• pp.56-61
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• 2005

This paper presents an evaluation of the interruption costs for commercial customers in Korea using customer survey methodology. When various research results are examined, the evaluation of direct interruption costs becomes much more simplified. Especially, in the case of commercial customers, it is known that the evaluation of direct interruption costs is more useful. Accordingly, this paper selected the customer survey method to evaluate the interruption costs for commercial customers in Korea considering interruption and customer characteristics.

• 산경연구논집
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• 제11권2호
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• pp.17-23
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• 2020

Purpose: The purpose of this study is to understand the effect of the unique product recommendation system on customer satisfaction. Research design, data and methodology: The survey method used the self-recording way in which the respondents selected for the study and distributed 300 questionnaires, and with due personal care, researchers collected all the distributed questionnaires. Results: The result implies that the characteristics of the product recommendation system should be more secure and developed. Conclusions: The aspects of the product recommendation system were selected as factors of price fairness, accuracy, and quality through previous studies, and the empirical analysis of the effect of the characteristics of the product recommendation system on customer satisfaction was summarized as follows. Among the attributes of the product recommendation system, the attributes of price fairness, accuracy, and quality affect customer satisfaction. Among them, the beta value of quality was the highest, and the effect of quality was the largest among the three factors. Based on the results of the study, the implications for the characteristics of the product recommendation system are summarized as follows. The aspects of the product recommendation system have a positive effect on customer satisfaction, so it is necessary to fill the needs of consumers based on the survey focused on quality

• 한국컴퓨터정보학회논문지
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• 제24권6호
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• pp.45-55
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• 2019

The purposes of this paper is to draw a conclusion on the impact of the characteristics of economic cooperation between china and south korea on customer value and enterprise performance in the korean electronics industry. In this paper, product reliability and product innovation are especially used as analytical factors, and this paper used a survey of 293 internal employees working in the electronics industry for analyze, and structural equation model(SEM) was used to analyze the data. The results of the research analysis are summarized as follows. First, it was found that the characteristic of economic cooperation in the research model has a significant effect on the product reliability. Second, it was found that the characteristics of economic cooperation have a significant effect on the products innovation. Third, the products reliability has a significant impact on customer value, while the products innovation has not affected customer value. Finally, it was found that the customer value of the korean electronics industry also has a significant impact on the Enterprise performance. As a good development alternative to this research, there is the ultimate goal of hoping that corporate managers will help to create new good values. To this end, we hope it will be helpful as we have made necessary suggestions to establish the desired direction of the Korean electronics industry operator.

• 산업경영시스템학회지
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• 제38권4호
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• pp.88-97
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• 2015

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm's profitability. Recently, many researchers have examined the relationship between quality management system and firm's performance. The conclusion from these studies is that effective implementation of quality management system improves firm's performance. This paper extends the existing research on quality management system and firm's performance by examining how the impact of quality management system on firm's performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm's performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm's performance.

• 패션비즈니스
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• 제21권1호
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• pp.99-111
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• 2017

This research analyzed the influence of mobile fashion shopping characteristics on customer loyalty through relationship quality. The data were collected subjects in their 20's-30's who had purchased fashion products using a mobile shopping channel. through an online survey using the self administered questionnaire. Exploratory and confirmative factor analysis were conducted to identify the dimensions of mobile fashion shopping characteristics and customer relationship variables. Mobile fashion shopping characteristics comprised four dimensions including tangibility, ubiquity, security and personalization. Customer relationship variables were identified as four dimensions such as satisfaction, trust commitment and loyalty. A structural equation modeling analysis was employed to examine the relationship between mobile fashion shopping characteristics, relationship quality and customer loyalty. Tangibility, ubiquity and security had a significantly positive impact on satisfaction and trust, but personalization had an influence on only satisfaction. Satisfaction had a significantly positive impact on commitment and loyalty. Trust had an influence on only commitment. In conclusion, relationship quality was found to be the appropriate model to explain the influence of mobile commerce characteristics on consumer' loyalty in mobile fashion shopping.

• 한국응용과학기술학회지
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• 제40권1호
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• pp.81-87
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• 2023

본 연구는 헤어미용실 고객의 인구통계적 특성에 따른 고객몰입의 차이와 고객몰입에 영향을 미치는 헤어미용업의 관계효익을 규명하고자 한다. 실증적 연구를 위한 설문지는 경남의 헤어미용실 고객으로부터 수집하였고, 그 분석결과는 다음과 같다. 첫째, 헤어미용실 고객의 인구통계적 특성에 따른 고객몰입의 차이를 분석한 결과, 대졸 이상 집단과 남자 집단에서 고객몰입이 통계적으로 높게 나타났다. 둘째, 관계효익과 고객몰입의 인과관계를 분석한 결과, 관계효익 중에서 고객화효익, 사회적효익, 심리적효익 각각 고객몰입에 통계적으로 영향을 미치는 것으로 나타났고, 특히 심리적효익이 고객몰입에 가장 강한 영향을 미치는 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.

• 한국식생활문화학회지
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• 제14권5호
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• pp.487-495
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• 1999

The objectives of this study were to analyze customer satisfaction by operational characteristics in business & industry foodservice operated by contracted foodservice management company. The instruments were developed by reviewing literatures on customer satisfaction and by intervewing with managers, employers and customers. A total of 1000 questionnaires were hand delivered at the ten contracted foodservice operations by designated coordinators. A total of 833 questionnaires were usable; resulting in an 83.3% response rate. Statistical data analysis was completed using the SAS 6.04 for description, T-test, ANOVA. Overall customer satisfaction score for office building foodservice was significantly higher than those for manufacturing company foodservice. As for the type of management contracts, overall customer satisfaction score for management fee contracts was significantly higher than those for profit and loss contracts. With regard to payment method, overall customer satisfaction score for meal card was higher than those for POS system. Concerning the categories of service, overall customer satisfaction for combo-tray service was higher than those for cafeteria-tray service and partially self-service. As for types of menus, the score of overall customer satisfaction was not significantly different between cafeteria menu and double choice menu.