• Journal of the Korea Safety Management & Science
• /
• v.14 no.2
• /
• pp.237-243
• /
• 2012

The more the satisfied customers increases in customer satisfaction survey, the more the company has difficultly in improving the customer satisfaction. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. To overcome these problems, it is necessary to develop a new method to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study focuses on the satisfied customer segmentation using Latent Class Analysis. The case study shows that the satisfied customers are divided into three subgroups using Latent Class Analysis and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey.

• The Journal of the Korea Contents Association
• /
• v.11 no.12
• /
• pp.386-394
• /
• 2011

Recently it is difficult to draw an improvement for customer satisfaction because the ratio of satisfied customers increases in customer satisfaction survey. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. In order to solve these problems, it is necessary to develop a novel research to identify the strategy meanings and find dissatisfied factors of satisfied customers using the satisfied customers' reclassification. This study focuses on the satisfied customer segmentation based on Latent Class Analysis (LCA). The case study with high-speed internet service customers show that the satisfied customers are divided into three subgroups using LCA and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• The Journal of Economics, Marketing and Management
• /
• v.2 no.2
• /
• pp.10-14
• /
• 2014

The study investigated consumption patterns and inclination of consumers of Hanwoo meat being more expensive than imported meat and/or beef cattle meat based on the author's business experience at the shop in Budang Seongnam. The author who has managed shop firstly investigated customers' inclination and/or propensity. The author heard specific customer's story at neighboring shopping center, and each customer's buying method, occupation, financial power and apartment size and others, and forecast visiting customer's buying and demand upon part of the beef that customer asks for. The aut hor who sold out limited scope of beef product at limited area thought that he did narrow scope of business. The author would make effort to sell product enough to meet customer's taste by better quality product from point of view of customers. The author would make effort to supply good quality beef products to the customers who relied upon the author's butcher's.

• Management Science and Financial Engineering
• /
• v.14 no.1
• /
• pp.35-63
• /
• 2008

We discuss the problem of selecting profitable customer orders arriving at a company providing two classes of services. For an arriving customer order for the first class, the company 1) makes a decision whether to accept or reject it (admission control), or 2) decides a price of the order to offer to an arriving customer (pricing control). The customer order undergoing processing in the system may be cancelled owing to unavoidable circumstances with the customer. The second class of service is provided as a sideline, which prevents the server from being idle when all the customer orders for the first class are completed and delivered. This yields the sideline profit. We discuss both admission control and pricing control problems in an identical framework as well as examine the structure of the optimal policies maximizing the total expected present discounted net profit gained over an infinite planning horizon.

• Journal of Applied Tourism Food and Beverage Management and Research
• /
• v.16 no.1
• /
• pp.21-41
• /
• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.

• Journal of Advanced Navigation Technology
• /
• v.16 no.2
• /
• pp.340-350
• /
• 2012

The purpose this study is to find out how cabin service quality influences customer value and relationship retention intention focus on upper-class seats customer in airline. In the result of the hypothesis verification, this study hypotheses concerning the effect relations between cabin service quality, customer value and relationship retention intention. Therefore this study needs to be studied the quality of cabin service of upper-class and service value. Based on the research findings airline cabin service department have to examine various customer needs with the development of items and services.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.25 no.5
• /
• pp.31-38
• /
• 2002

In this paper, we model a two-server queueing system with priority, to which we put a restriction on the number of servers for each customer class. customers are divided into two different classes. Class 1 customers have non-preemptive priority over class 2 customers. They are served by both servers when available but class 2 customers are served only by a designated server. We use a method of generating function depending on the state of servers. We find the generating function of the number of customers in queue, server utilization, mean queue length and mean waiting time for each class of customers.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.27 no.6
• /
• pp.675-684
• /
• 2003

The purposes of this study was to identify the dimensions of salesperson's effort and to examine the effect of salesperson's effort on relationship quality and customer intent to relationship continuity of middle upper class older female customers. The subjects used for the study were 202 middle upper class older female customers over 55 years living in Seoul. Factor analysis, paired t-test, multiple regression analysis and path analysis were used for statistics analysis. The results of this study were as follows. First, 5 factors were identified for the dimensions of salesperson's effort in older female customer's perception: attentiveness/product competence/effective access/friendliness/ special treatment. The salesperson's effort perceived most importantly was friendliness. Second, the salesperson's effort perceived by customer had direct and indirect effects on customer intent to relationship continuity; indirect effect mediated by relationship quality was larger than the direct one. Relationship quality was proved to have a crucial role in customer intent to relationship continuity. The influences of dimensions of salesperson's effort were also investigated. The effective access affected considerably on customer intent to relationship continuity.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.8
• /
• pp.217-227
• /
• 2021

This paper aims to investigate factors affecting museum visits of young people in Vietnam by sending questionnaires to 2106 young people aged between 14-30 in Vietnam. With the support of SPSS version 2016 and STATA version 22, this paper illustrates that the empirical findings are appropriate with previous literature reviews. Research hypotheses such as learning purposes, intrinsic motivation, extrinsic motivation, and museum architecture are significantly and positively correlated with museum visits measured through customer visiting intention, customer satisfaction, and customer loyalty. Furthermore, males have a stronger interest in visiting the museum but a low re-visit intention than females. People with a higher level of education and higher income are also more likely to visit the museum than those with a lower level of education and income. Finally, the research results suggest that the family class and the orientation of parents play an important role in encouraging children to increase museum visiting intention; however, children of high-class families are less likely to have a high intention, satisfaction, and loyalty toward museum visitation than children of lower-class families.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.18 no.2
• /
• pp.83-103
• /
• 1993

This paper addresses an optimization problem faced by a multi-server and multi-class customer system in manufacturing facilities and service industries. This paper presents a model of an integrated problem of server allocation and customer type partitioning. We approximate the problem through two types of models to make it tractable. As soution approach, the simulated annealing heuristic is constructed based on the general simulated annealing method. Computational results are presented.