• Title/Summary/Keyword: customer service

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A Study on the Influence of Restaurant Factors on Trust and Revisit Intention (외식업 점포 선택요인이 신뢰와 재방문 의도에 미치는 영향에 관한 연구)

  • Song, In-Am;Shin, Chang-Ok
    • Journal of Digital Convergence
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    • v.15 no.8
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    • pp.161-168
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    • 2017
  • The purpose of this study is to investigate the effect of restaurant selection factors on reliability and revisit intention. The results of empirical analysis were as follows: First, the factors influencing the intention to visit the restaurant were the physical environment, service, price, location, reputation, cleanliness, It is confirmed that consumers are willing to visit again if their satisfaction is high because they choose general consumers considering kindness and taste. Second, trust is found to affect re - visit intention and it can be judged that store faith is actively considering return visit through consumer 's belief. Third, it was found that the factor of selecting the restaurant business influenced the intention to visit again according to the trust. When the customer chooses according to the restaurant business standard and satisfies the trust, it intends to increase the intention to visit again. The results of this study are as follows. First, it is found that the factors of restaurant selection and trust affect the revisit intention of restaurants, and it is meaningful to provide theoretical and strategic implications.

Analysis of Living Lab Cases in R&D Initiatives for Solving Societal Problems and Challenges (사회문제 해결형 기술개발사업에서의 리빙랩 적용 사례 분석)

  • Seong, Ji Eun;Han, Kyu Young;Jeong, Seo Hwa
    • Journal of Science and Technology Studies
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    • v.18 no.1
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    • pp.177-217
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    • 2018
  • This study examines the case of living lab applied in the R&D initiatives for solving societal problems and challenges. It discusses how to use the living lab in national R&D projects. The analyzed cases are 'Develop portable fundus camera for eye disease screening test to resolve health inequalities' and 'Auto-sensing integrated system development in rural pedestrian crosswalk'. As a result of the analysis, both cases were designed as a user participatory R&D structure by utilizing living lab. In other words, living lab has operated as a system that evolves technology-products-services into an infrastructure. It can realize final demand specification, product, service improvement and demonstration through continuous interaction of end users. As a result of the case analysis, the following policy tasks can be derived. First, living lab is a new concept and it is in the early stage of implementation in Korea. Therefore, it is necessary to monitor and evaluate living lab experiments and build suitable models for Korean society by sharing cases and achievements. Second, the strategic niche management are necessary for the introduction of living lab. Third, living lab can be used as a tool to transform the existing technology acquisition centered innovation policy to the policy for customer needs and problem solving. Fourth, there is a need for flexibility and adaptability in strategy and system to correct errors that appear in the living lab processes.

The Fuzzy QFD Approach to Importance the Public Sector Information Performance Measurement Category (퍼지 QFD를 활용한 공공부문 정보화 성과 측정범주 중요도 도출)

  • Oh, Jin-Seok;Song, Young-Il
    • Information Systems Review
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    • v.12 no.2
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    • pp.189-203
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    • 2010
  • Is presenting guidance of information performance measurement as government PRM version 2.0 these common reference models in public sector. Government PRM is consisted of assessment classification system and standard line of sight and performance management standard form. Through this, is sorting performance element and define cause-and effect. Government PRM is supplying measurement categories at assessment classification system, but relative importance for application standard by measurement categories is not presenting. In this study, importance for government PRM's measurement categories been applying by commonness Test of information performance measurement of public sector wishes to deduce estimation and priority. Research model used Fuzzy QFD, and designed so that can reflect well PRM's development purpose. I applied Fuzzy AHP and FPP method that graft together fuzzy theory to minimize uncertainty and ambiguity in that expert opinion. Is drawn to element that "Standard model offer for information department and management" is the most important in government PRM's development purpose. "Quality of service" is showing the highest priority in customer results in measurement category. Importance for government PRM's measurement categories can offer common valuation basis in government and public institution. Hereafter if examine closely quantitative cause-and effect for structure model of measurement classification system when study government PRM more objective and efficient reference model become.

Models of Database Assets Valuation and their Life-cycle Determination (데이터베이스 자산 가치평가 모형과 수명주기 결정)

  • Sung, Tae-Eung;Byun, Jeongeun;Park, Hyun-Woo
    • The Journal of the Korea Contents Association
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    • v.16 no.3
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    • pp.676-693
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    • 2016
  • Although the methodology and models to assess the economic value of technology assets such as patents are being presented in various ways, there does not exist a structured assessment model which enables to objectively assess a database property's value, and thus there is a need to enhance the application feasibility of practical purposes such as licensing of DB assets, commercialization transfer, security, etc., through the establishment of the valuation model and the life-cycle decision logic. In this study, during the valuation process of DB assets, the size of customer demand group expected and the amount of demand, the size and importance of data sets, the approximate degree of database' contribution to the sales performance of a company, the life-cycle of database assets, etc. will be analyzed whether they are appropriate as input variables or not. As for most of DB assets, due to irregular updates there are hardly cases their life-cycle expires, and thus software package's persisting period, ie. 5 years, is often considered the standard. We herein propose the life-cycle estimation logic and valuation models of DB assets based on the concept of half life for DB usage frequency under the condition that DB assets' value decays and there occurs no data update over time.

The Development of Travel Demand Nowcasting Model Based on Travelers' Attention: Focusing on Web Search Traffic Information (여행자 관심 기반 스마트 여행 수요 예측 모형 개발: 웹검색 트래픽 정보를 중심으로)

  • Park, Do-Hyung
    • The Journal of Information Systems
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    • v.26 no.3
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    • pp.171-185
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    • 2017
  • Purpose Recently, there has been an increase in attempts to analyze social phenomena, consumption trends, and consumption behavior through a vast amount of customer data such as web search traffic information and social buzz information in various fields such as flu prediction and real estate price prediction. Internet portal service providers such as google and naver are disclosing web search traffic information of online users as services such as google trends and naver trends. Academic and industry are paying attention to research on information search behavior and utilization of online users based on the web search traffic information. Although there are many studies predicting social phenomena, consumption trends, political polls, etc. based on web search traffic information, it is hard to find the research to explain and predict tourism demand and establish tourism policy using it. In this study, we try to use web search traffic information to explain the tourism demand for major cities in Gangwon-do, the representative tourist area in Korea, and to develop a nowcasting model for the demand. Design/methodology/approach In the first step, the literature review on travel demand and web search traffic was conducted in parallel in two directions. In the second stage, we conducted a qualitative research to confirm the information retrieval behavior of the traveler. In the next step, we extracted the representative tourist cities of Gangwon-do and confirmed which keywords were used for the search. In the fourth step, we collected tourist demand data to be used as a dependent variable and collected web search traffic information of each keyword to be used as an independent variable. In the fifth step, we set up a time series benchmark model, and added the web search traffic information to this model to confirm whether the prediction model improved. In the last stage, we analyze the prediction models that are finally selected as optimal and confirm whether the influence of the keywords on the prediction of travel demand. Findings This study has developed a tourism demand forecasting model of Gangwon-do, a representative tourist destination in Korea, by expanding and applying web search traffic information to tourism demand forecasting. We compared the existing time series model with the benchmarking model and confirmed the superiority of the proposed model. In addition, this study also confirms that web search traffic information has a positive correlation with travel demand and precedes it by one or two months, thereby asserting its suitability as a prediction model. Furthermore, by deriving search keywords that have a significant effect on tourism demand forecast for each city, representative characteristics of each region can be selected.

A Study on the delivery of brand image information to consumers by telecom companies' SI(Store Identity) (through comparing SI between Korea telecom companies and foreign famous telecom companies) (통신회사의 SI(Store Identity)가 소비자의 브랜드 이미지 정보전달에 관한 연구(한국통신회사 SI와 해외의 유명 통신회사SI 비교를 통하여))

  • Kim, Jong Sung
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.14 no.6
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    • pp.2639-2644
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    • 2013
  • The renewal cycle, which newly decorates stores, has been shortened, as the marketing competition between telecommunication companies has been extended to the stores, due to the rapid increase of mobile phone users and fast replacement cycle of products. The store renewal made by major telecommunication companies, including signboard, has been pushed in order for telecommunication companies to give strong impression about their own brand identity to consumers. Consumers want stores not only to sell cheap and high quality products but also to provide customer experience, by which customers can feel store, product and service and accept them. Especially, since the competition between telecommunication companies is getting tough, it is the current trend that the number of stores is increasing much, and telecommunication companies are recently renewing their stores, with the concept of SI(Store Identity), which changes store image into the incorporated image including interior and exterior, rather than just replacing CI(Corporate Identity), when they renew stores. It can be said that SI(Store Identity) is an important factor, by which companies consistently design visual factors such as interior and sign, and then apply them to the interior and exterior of the stores, and thereby give good store image to consumers, and ultimately have great effect on the increase of sales volume. This kind of activity can be image-controlled by companies' Identity Management, and it can be a very important factor in terms of marketing. In this study, it has an objective to compare and analyze SI of domestic telecommunication companies and foreign telecommunication companies, and then suggest effective SI direction.

Comparative Analyses of Mass Marketing and Target Marketing Based on Price Elasticity and Production Cost (가격탄력성과 생산비용에 기초한 대량 마케팅과 표적시장 마케팅의 비교 분석)

  • Won, Jee Sung
    • Journal of Distribution Science
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    • v.11 no.4
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    • pp.61-72
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    • 2013
  • Purpose - It is widely accepted that the process of developing marketing strategy is composed of three steps: market segmentation, target market selection and positioning. However, mass marketing strategy based on cost reduction through economies of scale and standardized products, can be also an effective strategic option. Many marketing scholars including Theodore Levitt emphasize the importance of applying the mass production concept to various industries including service industries. Especially, in times of economic downturn, the capability of providing consumers with low-priced, value products can be an important source of competitive advantage, as well as the ability of providing high-priced premium products. Marketers should decide whether they will implement mass marketing strategy or target marketing strategy. The present study theoretically shows that firms should understand the target customers' price elasticity as well as the firm's cost structure in order to make such a strategic decision. Research design, data, and methodology - Instead of implementing an empirical study, this study provides a theoretical(mathematical) investigation on the effect of consumers' price elasticity on a firm's optimal price level, profit, sales volume, revenue, and cost. The results are mostly deduced from derivative calculations and several graphs are utilized to represent the results on the relationships between the variables under study. Results - The analytical results suggest that it is more profitable for a firm to adopt the segment/target marketing strategy (more specifically the differentiation strategy) when the degree of consumers' heterogeneity is high and the proportion of the fixed cost in the total cost is low. On the other hand, if the degree of consumers' heterogeneity is low and the fixed cost is high, it is better to adopt the mass marketing strategy or the cost leadership strategy. The strategy of concentrating on a single target market will be effective when consumers' needs are highly heterogeneous but the fixed cost is high. Any of the three types of generic strategies proposed my Porter(1980, 1985) can be applied when both the consumers' heterogeneity and the fixed cost are low. This study also proposes the contribution-margin-based method for developing the optimal pricing strategy. Conclusions - One of the primary roles of marketers is to find a proper compromise between the two conflicting goals of maximizing customer satisfaction and minimizing cost. In order to do so, he or she should understand the characteristics of the target customers as well as the cost structure of the firm. In addition to the theoretical analyses, this study discusses several business cases and explains how superior companies find the optimal compromise position between these two goals and dominate the market. One of the radical changes recently taking place in business arena is the reduction of production and distribution costs of both physical goods and information due to the advancement and the wide diffusion of information technology. The cost reduction combined with lowered priced elasticity incurred by customized products and services, will enable many firms to adopt the mass customization strategy.

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Optimization of Improvement Level for Second-Hand Product with Periodic Maintenance Schedule (주기적인 유지보수 계획에 따른 중고제품에 대한 최적 향상수준)

  • Kim, Dae-Kyung;Kim, Jin Woo;Park, Dong Ho
    • The Korean Journal of Applied Statistics
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    • v.26 no.1
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    • pp.151-162
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    • 2013
  • Due to a growing demand for the second-hand product, especially for the expensive one, the warranty and maintenance policies for such products have been studied to improve the product reliability of late. In this paper we study a periodic maintenance model for the second-hand product which is purchased by the customer at the age of $x$. When purchased, the dealer provides a warranty of a fixed length during which the product is maintained periodically to reduce the failure rate of the product and thus, to improve the reliability after each maintenance is served. If a failure occurs between two successive maintenances, only minimal repair is conducted. As for the warranty policy, we adopt free non-renewing repair action on each failure, in addition to the periodic maintenance service during the warranty period. Thus, under the given warranty policy, all the maintenance and repair costs incurred during the warranty period are charged to the dealer. For the proposed periodic maintenance scheme, we formulate a cost model to evaluate the expected total cost charged to the dealer during the warranty period and derive an optimal upgrade level of the failure rate at each maintenance to minimize the expected total warranty cost from the perspective of the dealer. We also present numerical results for an optimal upgrade level based on the proposed methods.

The Big Data Analytics Regarding the Cadastral Resurvey News Articles

  • Joo, Yong-Jin;Kim, Duck-Ho
    • Journal of the Korean Society of Surveying, Geodesy, Photogrammetry and Cartography
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    • v.32 no.6
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    • pp.651-659
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    • 2014
  • With the popularization of big data environment, big data have been highlighted as a key information strategy to establish national spatial data infrastructure for a scientific land policy and the extension of the creative economy. Especially interesting from our point of view is the cadastral information is a core national information source that forms the basis of spatial information that leads to people's daily life including the production and consumption of information related to real estate. The purpose of our paper is to suggest the scheme of big data analytics with respect to the articles of cadastral resurvey project in order to approach cadastral information in terms of spatial data integration. As specific research method, the TM (Text Mining) package from R was used to read various formats of news reports as texts, and nouns were extracted by using the KoNLP package. That is, we searched the main keywords regarding cadastral resurvey, performing extraction of compound noun and data mining analysis. And visualization of the results was presented. In addition, new reports related to cadastral resurvey between 2012 and 2014 were searched in newspapers, and nouns were extracted from the searched data for the data mining analysis of cadastral information. Furthermore, the approval rating, reliability, and improvement of rules were presented through correlation analyses among the extracted compound nouns. As a result of the correlation analysis among the most frequently used ones of the extracted nouns, five groups of data consisting of 133 keywords were generated. The most frequently appeared words were "cadastral resurvey," "civil complaint," "dispute," "cadastral survey," "lawsuit," "settlement," "mediation," "discrepant land," and "parcel." In Conclusions, the cadastral resurvey performed in some local governments has been proceeding smoothly as positive results. On the other hands, disputes from owner of land have been provoking a stream of complaints from parcel surveying for the cadastral resurvey. Through such keyword analysis, various public opinion and the types of civil complaints related to the cadastral resurvey project can be identified to prevent them through pre-emptive responses for direct call centre on the cadastral surveying, Electronic civil service and customer counseling, and high quality services about cadastral information can be provided. This study, therefore, provides a stepping stones for developing an account of big data analytics which is able to comprehensively examine and visualize a variety of news report and opinions in cadastral resurvey project promotion. Henceforth, this will contribute to establish the foundation for a framework of the information utilization, enabling scientific decision making with speediness and correctness.

A Study on the Primary Factors in the Selection of Dental Medical Organizations (치과의료기관을 선택하는 요인에 관한 조사연구)

  • Choi, Yun-Hwa
    • Journal of Korean society of Dental Hygiene
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    • v.6 no.3
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    • pp.229-242
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    • 2006
  • This study was conducted to find out basic information on better customer satisfaction and service by examining and analyzing in what routes patients mostly have selected their dental medical organizations and how they have reacted to their dissatisfaction. The subject of study included the patients who have come to dental clinics and dental hospitals to be treated in Cheonan City, Chungnam and the researcher of this study used a survey and analyzed its gathered data using an SPSS(Statistical Package for the Social Science) WIN 11.5 Program. As analysis methods, frequency and percentage were calculated to figure out the general characteristics of its subject. In addition, a ${\chi}^2$(Chi-square) test was performed to figure out the factors that patients have selected their dental medical organizations and the following results were obtained. 1. The largest number of patients selected their dental medical organizations by hearsay and more female and married patients selected them by hearsay than other patients, and there were significant differences(p<.05). 2. The dental patients put the priority on treatment techniques in their visiting hospitals and the patients who were more than 40 years old and married patients put more emphasis on treatment techniques in their visiting hospitals than other patients and there were significant differences(p<.05). 3. The said dental patients were not satisfied with the kindness of medical staffs in their visiting medical organizations; meanwhile, the patients who were aged below 30 and had an academic background of more than university degree and were unmarried were less satisfied with the kindness of medical staffs in their visiting medical organizations than other patients and there were significant differences(p<.05). 4. In terms of improvement methods or complaints, the largest number of them said that they just ignored and endured; meanwhile, the patients who were aged below 30 and had an education of more than university degree and were unmarried were more patient of improvement methods or complaints than other patients and there were significant differences(p<.05). 5. There were more patients who have introduced their visiting medical organizations to their neighboring people than the patients who have not done it; in the meantime, the patients who were aged over 40 and were married have introduced their visiting medical organizations to their neighboring people more than other patients(p<.05).

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