• International Commerce and Information Review
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• v.9 no.2
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• pp.19-40
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• 2007

In recent, T-commerce is widely dispersed as alternative type of commerce. It is forecasted that t-commerce system is used more than e-commerce system. Therefore more and more t-commerce-related industries are also recognizing that t-commerce is a critical business model. It is needed to understand the concept of t-commerce and develop the t-commerce marketing strategy. CEO analyses consumer's behaviors according to the data about buyers and applies the advantage of t-commerce to the communication with customers. This t-commerce system plays an important role in maximizing customer satisfaction and affecting their intention to reuse it. Therefore this paper attempts to identify T-commerce critical success factors and divide between use-intention group and unuse-intention group by taking out a discriminant function by the discriminant analysis. This lays a foundation in developing T-commerce strategy. According to the discriminant function extracted, convenience factor, amusement factor, system quality factor, product perception factor are significant in the sequence of influential degree. However, usefulness factor and speedy connection factor are not significant. In result, the target hitting rate is 77.9% in the first unuse-intention group and it is 95.2% in the second use-intention group. The total discriminant target hitting rate is computed to higher value, 86.55%. The statistic package, SPSS 12.0, is used to survey and analyse data and test the hypothesis. The validity and reliability of variables are verified by both reliability analysis and factor analysis. The discriminant analysis is used to tell the difference between use-intention group and unuse-intention group.

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.106-110
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• 2006

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• Korean Business Review
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• v.19 no.2
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• pp.261-274
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• 2006

Airline business operates in the 21st century within fast changing market environment and fierce competition. Management of airline companies has faced the need for vast adaptation to new trends in the growth of world economy that are cardinal changes in marketing environment due to quick development of Internet and IT, transport price competition and, as a consequence, low profit margin, diversified customer wants and needs, lack of investment needed for new aircraft equipped with the latest high tech innovations, unpredictable oil price changes, and exchange rate fluctuations. This study is aimed to evaluate the quality performance of cabin service, to analyse, further, the issues that appeared to be the most significant among customers' answers to questionnaire, to explore the relationships between these issues and customer satisfaction, to highlight the essential questions to address, and to provide some practical suggestions. The five dimensions (such as tangible, reliability, responsiveness, assurance, and empathy) were adopted to examine the relationship between the service quality and customer satisfaction of Mongolian and non-Mongolian passengers travelling by the MIAT. According to findings of analysis made with use of the SERVPERF model, it can be concluded that Mongolian travellers' satisfaction was effected by 'Tangible' and 'Responsiveness' dimensions of service quality, whereas the 'Empathy' dimension has more impact on the satisfaction of non-Mongolian.

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.301-322
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• 2013

Purpose: This study aims to determine the needs of customers who use railroads as a mode of transportation and propose customer-oriented improvements in railroad technology by making connections between customer needs and railroad technology. Methods: We primarily used two methods for this study, AHP and QFD. First, AHP was used to evaluate the relative importance among the different components of railroad technology. Second, the QFD was applied to make a link between customer needs and railroad technology. Results: Railroad technology is largely divided into development, maintenance, and support. Empirical results showed the following improvement priorities in development, vehicle, system, line, signal/communication, power, and structure, in maintenance, vehicle, signal/communication, line, process, power, and structure, and in support, safety/precaution, management, environmental energy, operations/logistics, and station. Conclusion: Recognizing limitations in measuring the level of railroad technology when using the existing 'Technology Growth Model,' we used AHP and QFD to explore improvement directions for customer-oriented railroad technology. By offering customer-oriented services based on this study, railroad service providers will be able to acquire competitive advantage in the market.

• KIEAE Journal
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• v.12 no.6
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• pp.69-75
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• 2012

Because the demand or sensitivity of users of space has an important influence on the direction of design concerning indoor greening, this study examined the customers' preferences and trends for use in this field. By analyzing the results, types of space for indoor greening that can be utilized as indoor greening design such as vegetation selection, space positioning, design types, etc. were derived. The research and analysis was set for living space, business space, commercial space and public space. For each space, there were vegetations in over 50% of the space, and in all the spaces, the majority of people were of the positive opinion. As the desired space for the introduction of indoor greening, high levels of preference were seen in the following areas: 'veranda' and 'living room' for the residential space; 'main work space' and 'resting space' for the office space; and 'rest area,' 'entrance area' and 'lobby area' for the public space and commercial space. The preference of each of the spaces displayed slightly different trends in accordance with the characteristics of space and users. If indoor greening space were to be designed for these spaces according to the types, which are derived from the preference levels examined in this study, it is deemed that the satisfaction levels of users of the spaces could be increased.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.533-543
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• 2021

This study aims to determine and analyze the effect of social shopping, adventure shopping, value shopping, relaxation shopping, and idea shopping in influencing impulsive online buying behavior moderated by scarcity and serendipity information. The research method used is the quantitative research paradigm using surveys as a medium to obtain primary data. The paper examines the theoretical research model and tested fifteen hypotheses. The questionnaire was developed based on indicators from previous research. A non-probability sampling framework is used in this study. The data collection method uses electronic and online questionnaires to collect primary data with a total sample of 330 taken with the criteria of having made transactions in e-commerce Shopee in the last three months. Data analysis tools using Structural Equation Modelling (SEM) approach. The results showed that 8 out of 15 hypotheses were accepted and supported. The results show that there is a relationship between the value of hedonic shopping, scarcity, and serendipity information on impulsive online buying behavior. Therefore, analyzing the needs of customers, optimizing customer satisfaction, service excellence, website quality, and the ease of use of e-shopping itself especially in the e-commerce industry should be taken seriously nowadays.

• IE interfaces
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• v.13 no.4
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• pp.564-571
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• 2000

Manufacturing companies are implementing a so-called customer-centered supply chain management to have a competitive advantage. In these efforts, collaboration not only within a company but also with suppliers, partners and customers is emphasized. The fast delivery, reducing the total lead-time from development to delivery, is pursued more than ever, though the quality and cost are still importantly regarded. Die manufacturing companies are not exception from these trends, because a die is a necessary tool for almost manufacturing industries. The planning and scheduling system plays an important role in supply chain management. In this study, we address a scheduling problem of a die manufacturing company. The problem is very complex due to many reasons including the uncertainty in environment and the complexity of constraints. Considering the importance of due-date satisfaction and human planners' roles, we designed the solution algorithm and the user interface respectively. In the implementation phase, modeling constructs and basic solution algorithms of ILOG solver and ILOG scheduler are used. In the paper, the problem and the algorithm are described with ILOG constructs, and the experience of use is also addressed.

• Proceedings of the KSR Conference
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• 2008.11b
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• pp.698-705
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• 2008

Under the rapid change in environment of our society and culture, it is also called for a reform in railway management that has traditionally focused on transportation service. Thus developing a business model to use station buildings as a new source of profit has become a promising core business of railway companies. This study aims to find a way to maximize profits by strategically utilizing station buildings and thereby increasing accessibility to customers and consolidating facilities as a key service point. The subjects of this study include eight station buildings that can represent three types of railway stations including departure stations, junction stations, and metro stations. The researcher conducted an analysis on moving lines for examining user distribution and facility utilization within the selected buildings, a survey for collecting basic information on usage and measuring customer satisfaction of facility in the buildings, and a sight analysis to examine accessibility to the station buildings. On the basis of these analyses, the researcher examined the correlations between convenience, visibility, recognizability and functionality with regard to commerce, amenities, couches, direction boards, etc. within station waiting rooms. On the basis of the above analyses, the researcher provides a scheme to increase profitability in railway operation business and customer benefits of using station buildings by drawing up a plan to improve usage of station buildings and maximize profit-making potential for each category of station buildings.

• Proceedings of the Safety Management and Science Conference
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• 2005.05a
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• pp.177-182
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• 2005

This paper examines to focus on General Strategy of e-logistics activity for SCM(Supply Chain Management) Build-up, especially the field service logistics integration. And this research analyzes the case study(Business of Strategy Group Unit) Survey involving effective logistics management that leads customer satisfaction, seeking to find out the key elements of competitive policy. Because problems arise from the differences between their goals and structures, which cause each side to feel vulnerable to opportunism or shirking of responsibilities by the other. The goal of a logistics system is to ensure that every family planning client always receives the contraceptives partner wants, and that they are in good condition and have not expired. In order to select, procure, and distribute the right quantities of the right contraceptives, managers of the logistics system must keep informed of the rates of use of each contraceptive and of the quantity of available supplies. As a result, We propose that a firm's e-logistics safe strategy is an important locus innovation and a crucial source of value creation for the firm its suppliers, partners, and customers.

• International Journal of Quality Innovation
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• v.8 no.3
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.