• Korean journal of food and cookery science
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• v.22 no.4 s.94
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• pp.495-503
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• 2006

The purpose of this study was to analyze the effect of the consumer-brand relationship quality on the brand loyalty in family restaurants. Questionnaires were distributed to 320 students in K University located in Masan, who were sampled by convenience-sampling method. The surveys were conducted from November, 10 to 24, 2005. Of the 287 returned questionnaires, 15 unusable questionnaires were excluded to leave 272 for use in the final analysis(response rate: 85.0%). For the statistical analysis, SPSS(12.0)was used to conduct the descriptive analysis, factor analysis, reliability analysis, correlation and multiple regression analysis. The results of this study showed that 2 constructs (satisfaction and intimacy) of consumer-brand relationship quality have significantly positive effects on the brand loyalty in family restaurants(p<.01). This indicates that as consumer-brand relationship quality strengthens, the customer's brand loyalty increases. In conclusion, food service managers in family restaurants should focus on the marketing strategies to strengthen the quality of consumer-brand relationship in order to increase the brand loyalty of customers.

• The Journal of Society for e-Business Studies
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• v.22 no.4
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• pp.141-158
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• 2017

Along with IT development, customers are getting more easily to express their opinions using various IT channels. In this situation, complaint management is a pressing issue for companies to acquire and maintain loyal customers with low cost. Most of previous studies have investigated customer complaint information by quantitative variables such as demographic information, transaction information, or complaint frequency, but studies focusing on qualitative aspects of complaint information are limited. Therefore, this paper considers the possibility for customers to leave even when they complain occasionally or briefly. This paper analyzes the quantitive aspects as well as the qualitative aspects using sentiment analysis with Exit-voice theory. The dataset contains 268,364 inquiries of 46,235 customers obtained from a contact center of a private security company in Korea. This paper carries out logistic regression and the results imply that the customers's explicit response and their implicit sentiment have different effect on customers leave. This study is expected to provide useful suggestions for the effective complaint management.

• Journal of Distribution Science
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• v.14 no.6
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• pp.45-52
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• 2016

Purpose - This study was conducted to present a study on the perception and satisfaction with the brand agricultural products targeted at consumers who use a lot of local products. According to the data of 2011, the total number of the brand agricultural products of Korea is 5,291 with various kinds. Research design, data and methodology - The survey shows that the brand agricultural products are being used by some specific people. However, it can be a useful idea which can help the consumption of brand agricultural products to be expanded if we understand how consumers' recognitions are different between various groups. For an empirical Analysis, the response data of 110 adult patients residing in the metropolitan area were used and conducted with a factor analysis, frequency analysis in order to ensure the validity and conducted a regression analysis and correlation analysis using SPSS statistical program. Results - According to the analysis, it showed consumers with an interest in brand agricultural products are 40-50 age housewives and the middle class of about 5 million won in monthly income more than 3 million won with a college education. As for consumers' purchasing status, all the subjects said that they had experienced buying brand agricultural products and the level of satisfaction for them was very high. Relatively, consumers' satisfaction level with high income and education is high. And recognition of the brand agricultural products was found mainly goes through word of mouth. The age and income are very important factors in customers' repurchase for brand agricultural products. The result of the analysis for the influences on brand agricultural products of customer satisfaction suggests even if the recognitions for safety, quality, and value are vital factors, the recognition of quality doesn't influence on brand agricultural products statistically and significantly. It was analysed if there were any differences between recognitions by group to brand agricultural products, that is to say recognition of safety, quality and value and the result can be summarized as follows. There are all statistical significant differences depending on their age, educational background and income. In the case of 30 or 40 aged, as they got the education level of college and graduate school and earned relatively high income, most customers have positive recognition on the brand agricultural products. This implies the group which can buy and consume the brand agricultural more easily has much more positive recognition. Conclusion - The results of this study shows consumers' brand awareness and satisfaction with brand agricultural products are affected by their age and income level. The purpose of this study is to find the information that can help brand agricultural products markets to be expanded by understanding the factors which encourage consumers to behave repurchase as well as customers' various levels of recognition to the brand agricultural products. The survey says that brand agricultural products are being used by some specific people.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.61-76
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• 2018

Everything is coming into the world of network where modern people are living. The Internet of Things that attach sensors to objects allows real-time data transfer to and from the network. Mobile devices, essential for modern humans, play an important role in keeping all traces of everyday life in real time. Through the social network services, information acquisition activities and communication activities are left in a huge network in real time. From the business point of view, customer needs analysis begins with SNS data. In this research, we want to build an automatic collection system of SNS contents of web environment in real time using Python. We want to help customers' needs analysis through the typical data collection system of Instagram, Twitter, and YouTube, which has a large number of users worldwide. It is stored in database through the exploitation process and NLP process by using the virtual web browser in the Python web server environment. According to the results of this study, we want to conduct service through the site, the desired data is automatically collected by the search function and the netizen's response can be confirmed in real time. Through time series data analysis. Also, since the search was performed within 5 seconds of the execution result, the advantage of the proposed algorithm is confirmed.

• Journal of Korea Port Economic Association
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• v.28 no.1
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• pp.123-142
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• 2012

The purpose of this paper is to suggest a plan on succeeding together-Busan New Port & BJFEZ(that is, port hinterland development). This study deals with the terms of three connection growth factors which are a firm's subjective factors, a industrial environment factors, and a governmental policy factors. According to analysis results of the factors, a firm's subjective factors(4.11 score) are scored the most ones of connection growth factors of Busan New Port & BJFEZ, to be compared with a governmental policy factors(4.01 score). with a industrial environment factors(3.92 score). Therefore, first of all, Busan New Port & BJFEZ have to promote connection growth through as follows, a firm's subjective factors : (1) to procure competitiveness through establishment of connection growth model, (2) to promote concentrated marketing strategy & market response ability, (3) speedy meeting to customer's needs, (4) to procure reliability of Busan New Port & BJFEZ. And, the next, Busan New Port & BJFEZ have to promote connection growth through considering a governmental policy factors, a industrial environment factors.

• Journal of the Korea Society of Computer and Information
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• v.17 no.6
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• pp.163-172
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• 2012

Collaborative filtering which is used explicit method in a existing recommedation system, can not only reflect exact attributes of item but also still has the problem of sparsity and scalability, though it has been practically used to improve these defects. This paper proposes the personalized recommendation system using RFM method and k-means clustering in u-commerce which is required by real time accessablity and agility. In this paper, using a implicit method which is is not used complicated query processing of the request and the response for rating, it is necessary for us to keep the analysis of RFM method and k-means clustering to be able to reflect attributes of the item in order to find the items with high purchasablity. The proposed makes the task of clustering to apply the variable of featured vector for the customer's information and calculating of the preference by each item category based on purchase history data, is able to recommend the items with efficiency. To estimate the performance, the proposed system is compared with existing system. As a result, it can be improved and evaluated according to the criteria of logicality through the experiment with dataset, collected in a cosmetic internet shopping mall.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.2
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• pp.1318-1327
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• 2015

In this study, customer service representatives in call centers, the relevance of occupational stress, and turnover intention as well as the investigation of the relevance to that of demographic characteristics, health behaviors, and job-related characteristics is carried out. In particular, the relevance of occupational stress and turnover intention was attempted to be identified. From the response to the surveys of nine hospitals and five companies, there was a total of 158 people during the investigation. The collection of data was conducted by self-administered questionnaire in the period of February 1, 2013 to June 30, 2013. As the result of study, factors related to turnover intention involved age, sleep, job demands and job autonomy as significant variables. In particular, in the relevance of occupational stress and turnover intention, it was revealed that turnover intention decreases as job autonomy increases while turnover intention increases as job demands become higher. The ratio of danger of occupational stress on turnover intention eminently increased in the group of high job demands, low job autonomy, low support of supervisor and co-worker. Therefore, it is considered that efforts for improvement of occupational stress factors are required to decrease turnover intention.

• Journal of Digital Convergence
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• v.17 no.3
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• pp.139-152
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• 2019

In the fourth industrial revolution and the era of convergence and integration, on the situation that the internal colleges are needed active change included in the improvement of educational quality, I tested it on the purpose of empirical analysis with SPSS v.18 how colleges' efforts on the first periodic Organization Evaluation And Accreditation System(OEAAS) affects on the Perceived Management Performances on the perspective of BSC. As the test result, the Degree of Awareness of Colleges' Efforts on the OEAAS affects on just Colleges' Learning and on Growth. The Degree Propriety of Preparation of the OEAAS affects on Customer Performance, on Internal Process Performance, and, on Finance Performance. And the Degree of Satisfaction of Internal Assessment affects on all of BSC 4 performances. The results of this research could be used on making the management idea of colleges' performance on the OEAAS. In the future, it would be needed advanced researches which are able to make relatedness to the expanse of management performance with the OEAAS.

• Journal of Korean Society for Quality Management
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• v.46 no.4
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• pp.843-862
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• 2018

Purpose: The purpose of this study was to develop quality innovation techniques specialized for the small and medium-sized businesses. which account for the majority of Korean companies, were having a hard time utilizing the widely recognized quality innovation techniques due to resource constraints. Methods: First, we do review the existing Single PPM and 6 Sigma. And investigate the utilization of these methods including Toyota Production System. Second, we devised a four-step problem-solving methodology based on recent trends in quality innovation such as Simple, Speedy, and Smart. Third, we do survey on frequently used tools for quality innovation. Many opinion leaders including quality consultants and professors answered and gave us valuable comments about our selected quality tools. Finally, we do specify and map tools to each step of PASS. Results: In 2017, 167 companies participated in the quality innovation support business for small businesses according to the Korea Chamber of Commerce & Industry. We conducted performance checks on 167 companies that had completed the "PASS" projects. For the purpose of evaluating improvement performance, the survey was carried out using a structured questionnaire during the field visit of these companies mentioned above. For the reference, 165 out of 167 companies (98.8 % response rate) responded to the questionnaire and conducted performance analysis based on it. According to the survey, 97.6 percent of the respondents were very satisfied with their overall satisfaction with the quality innovation support projects for small and medium sized enterprises in 2017. Also, 93.3 % of the respondents were satisfied with the results of level of the target achievement. As a result, 160 companies (97.0 % of the participating companies) hope to partic ipate in the quality improvement project using "PASS" once again. Conclusion: In this paper, we introduce the new quality innovation methodology, which is named as 'PASS', It could support the long-range business plan of the small and medium-sized businesses to achieve total customer satisfaction resulting in increased market share and improved profit margin. The most small companies can use this "PASS" technique more easily, quickly and most efficiently than their existing known quality innovation techniques such as Six Sigma and Single PPM, etc.

• Journal of Convergence for Information Technology
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• v.12 no.5
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• pp.183-193
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• 2022

The purpose of this study is to analyze the effect of black consumer behavior perception on the anger expression and turnover intention of beauty workers. For data collection, the final 392 copies were used by distributing questionnaires to 400 people for three months from November 1, 2021 to January 31, 2022, centering on beauty service workers in Seoul, Gyeonggi, and Incheon. For data analysis, SPSS 25.0 program was used. Frequency analysis was performed to identify demographic characteristics, and factor analysis and reliability analysis were performed to understand the validity of the measurement tool. Correlation analysis, A regression analysis was performed. As a result of the analysis, the transient and deterrence of black consumers had a positive (+) effect on anger expression, anger suppression, and turnover intention, and anger expression and anger control had a positive (+) effect on turnover intention. Therefore, it is necessary to raise excessive problems of black consumers or eradicate forced services, and it is believed that proper customer response methods and programs for stress relief should be provided by members.