• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.10-28
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• 2004

This research analysed the Interaction which focus on service quality perception, customer satisfaction, re-use intention in the golf club. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in golf club, thirteen factors emerged as important to the service management of the golf club; Reservation and Access(RSNA), Golf Course and Convenience Facilities(GCNF), Personal Services(PSER) and After Services(ASER). The structural equation model was utilized for analyzing the influence of service quality factors upon the customer satisfaction and re-use intention. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the golf club. RSNA and GCNF investigated the factors influencing on the satisfaction degree of the customers. But the GCNF and PSER were not significant. Especially, GCNF factors directly influenced on the customer satisfaction and also indirectly impact on the intention of using again.

• Journal of the Korean Society of Safety
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• v.27 no.4
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• pp.128-133
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• 2012

This research has analyzed factors affecting customers' satisfaction when they use parking lots of big retailers so that, in case of constructing, operating or managing such retailers, proper measures can be come up with. The analysis has been implemented on the basis of survey, and influence factors including entry/exit lamp, parking cars' traffic flow, parking type, pedestrians' movement after parking and safety. Parking lot users' satisfaction has been analyzed by using the Structural Equation Modelling and, as a result of it, in case of a detached or single building, pedestrians' movement flow after parking contributed the most to the users' satisfaction, while, in case of multipurpose complex, parking cars' traffic flow has the most influential factor. It is interpreted that users of a single building put a bigger emphasis on entry to the shop and their way back to the parked area after their shopping while customers of multipurpose complex might have various purposes of visiting the place and there are relatively more cars so that they put more emphasis on traffic counterflow, other cars and pedestrians.

• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.3
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• pp.75-96
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• 2016

This paper investigates the usefulness of drones in an urban delivery system. We define the vehicle and drone routing problem with time window (VDRPTW) and present a model that can describe a dual mode delivery system consisting of drones and vehicles in the metropolitan area. Drones are relatively free from traffic congestion but have limited flight range and capacity. Vehicles are not free from traffic congestion, and the complexity of urban road network reduces the efficiency of vehicles. Using drones and vehicles together can reduce inefficiency of the urban delivery system because of their complementary cooperation. In this paper, we assume that drones operate in a point-to-point manner between the depot and customers, and that customers in the need of fast delivery are willing to pay additional charges. For the experiment datasets, we use instances of Solomon (1987), which are well known in the Vehicle Routing Problem society. Moreover, to mirror the urban logistics demand trend, customers who want fast delivery are added to the Solomon's instances. We propose a hybrid evolutionary algorithm for solving VDRPTW. The experiment results provide different useful insights according to the geographical distributions of customers. In the instances where customers are randomly located and in instances where some customers are randomly located while others form some clusters, the dual mode delivery system displays lower total cost and higher customer satisfaction. In instances with clustered customers, the dual mode delivery system exhibits narrow competition for the total cost with the delivery system that uses only vehicles. In this case, using drones and vehicles together can reduce the level of dissatisfaction of customers who take their cargo over the time-window. From the view point of strategic flexibility, the dual mode delivery system appears to be more interesting. In meeting the objective of maximizing customer satisfaction, the use of drones and vehicles incurs less cost and requires fewer resources.

• Culinary science and hospitality research
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• v.9 no.2
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• pp.64-84
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• 2003

There is this research that supply better experience and satisfaction of most suitable in users standpoint to users through family restaurant website importance and assessment of satisfaction. Also, there is purpose of this research to supply pendulum in family restaurant internet marketing strategy establishment that website can achieve continuous role as marketing means to be not public information that drive revisit and substantial restaurant visit. Family restaurant website estimation received satisfaction assessment which do not get in importance (expected value) in general as analysis result. In other words, domestic family restaurants website are doing construction. operation by marketing means but real users are various interaction part that can collect and achieve about customer opinion except design part that can do to emboss company's image could see side that satisfaction is unenchanted and presented improvement way in website construction. operation on contents part of various and correct information offer and so on that customer infancy strategy part and user of event and coupon event etc. that is distinction robbers need. Also, realization possibility for restaurant prescription that latent customers who use net can raise family restaurant website revisit and substantial sale could see side. Ditto improvement way in that family restaurants construct and operate website conclusively as a marketing tool that public information is not that three offers satisfaction of most suitable to latent customers who use existent net to website as can achieve continuous role contribute.

• Asia Marketing Journal
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• v.18 no.2
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• pp.1-23
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• 2016

People receive support from others to solve problems that are difficult to solve on their own. During service encounters, customers also receive help from other customers. Inter-customer helping is a type of Customer Citizenship Behavior (CCB), which has become more prevalent with increased use of self-service technologies (SSTs). However, not all helps are created equal. The current research investigates the effects of the two types of help, autonomy- and dependency-oriented help during service encounters. Autonomy-oriented help refers to a partial hint to the problem, whereas dependency-oriented help refers to the full solution to the problem. Through experimental studies, we provide evidence that depending on the types of help received during service encounters, customers show different levels of satisfaction toward the firm. The results from Studies 1A and 1B show that autonomy- (vs. dependency-) oriented help leads to higher customer satisfaction. In addition, the current research demonstrates the mechanism for such effect. The results from Study 2 show that the relationship between the types of help and customer satisfaction is mediated by instrumentality and anxiety, which represent cognitive and affective paths respectively.

• The Journal of the Korea Contents Association
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• v.19 no.6
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• pp.632-643
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• 2019

This study is analysis how the competitive factors of fitness center's affect customer satisfaction and re-use intention. Accordingly, It surveyed fitness center customers in Pusan and Kyungnam, and analyzed amount 422 questionnaires with the SPSS WIN 23.0 and AMOS WIN 23.0 program, so it reached these conclusions. First, the accessibility of location characteristic showed that it had a relevant influence on the customer satisfaction, but the visibility didn't have a relevant influence on it. Second, the spatiality and convenience of the facility characteristic showed that they influenced customer satisfaction. Third, the responsiveness and professionalism of the service characteristic factor showed that they had a relevant influence on the customer satisfaction, but the reliability and empathy didn't have a relevant influence on it. Fourth, the customer satisfaction had a relevant influence on the reuse intention. According to this study, we found that the competition factor was bound up with the customer satisfaction and reuse intention. In the end, grasping customers' satisfaction and preferred utilization pattern should be reflected actively in the fitness center management.

• Journal of Korea Artificial Intelligence Association
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• v.2 no.1
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• pp.15-24
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• 2024

This study is about the effect of chatbot service quality on customer satisfaction and continuous use intention. Data collection was conducted for 13 days from October 23 to November 5, 2023, and a survey was conducted on customers who have used chatbot services. A total of 572 questionnaires were targeted, of which 545 valid data were used for analysis, excluding those that responded insincerely or did not meet the purpose of the study. The analysis results of this study are as follows: First, chatbot service quality partially had a significant effect on satisfaction. Second, customer satisfaction had a significant effect on continuous use intention. Therefore, in order to have a positive impact on continuous use intention, it is necessary to focus on marketing strategies related to chatbot service quality. Also, research focusing on data analysis and performance evaluation is crucial for enhancing chatbot services, necessitating studies that address real-time changes. Through sophisticated data analysis and variable measurement, chatbot services can be effectively improved, leading to enhanced customer satisfaction.

• Journal of Digital Convergence
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• v.11 no.3
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• pp.255-262
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• 2013

Modern smart phone on the Determinants of Customer Satisfaction Analysis In this study, the future should be the basis for the development of products to meet customers' phone makers smart. Were the factors that affect the study design, size, and ease of use of the screen, a pandemic, the application of the five items on the customer satisfaction. Customer satisfaction to determine the difference between the factors in the manufacturers appeared to be factors in the design, size, ease-of-use of the screen, after-sales service, durability, pandemic, brand awareness, and application.

• Journal of Fashion Business
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• v.11 no.2
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• pp.32-41
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• 2007

This study is aimed at analyzing on purchasing behavioral characteristics of customer in beauty salon and providing the revitalization strategies for korean beauty business. For the goal of this study, on purchasing behavioral characteristics of customer in beauty salon were reviewed in terms of the purchasing decision-making process on the basis of literature. The survey of beauty salon customers mainly from Seoul was used for positive analysis. In analyzing the research data, Frequency Analysis, Descriptive Analysis, Factor Analysis and Multiple Regression Analysis were conducted using $SPSS/PC^+$. The results showed the followings: The choice factors, the overall satisfaction, the revisit intention and the recommendation intention of the beauty salon customers were all affected in order as service, customer relationship with the result of analysis for the relationship between the choice factors of beauty salon customers and behavior after purchasing(overall satisfaction, revisit intention, recommendation intention).

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.10a
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• pp.185-188
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• 2000

Dongdaemoon clothes market can make traditional commerce to improve problems which happen to traditional commerce and satisfy between customers and salers through combination among Electronic Commerce which is growing up in 21 centuries place innovation This thesis is focusing on suggesting strategies which practice to let Dongdaemoon clothes market customers and wholesalers, retailers to use Electronic Commerce as strategic skills by analyzing core successful factors for adopting Electronic Commerce in Dongdaemoon clothes market. Adopting Electronic Commerce in Dongdaemoon clothes market when the customer make a reservation and the salers provide the customer with discounting service, the customer was willing to but it. Internet service categories which affect customer's satisfaction are providing lots of product information. This thesis shows providing information made the customer to increase customers's satisfaction degree and buying intention. Also convenience of product research, and reliability in transaction process can enable the customer to increase transaction reliability. These factors are very important in Electronic Commerce. In addition, factors which show customer's suggestion and inconvenience by using best seller information and discounting service board when they buy some items in Dongdaemoon clothes market affect the customer satisfaction degree and satisfaction degree of providing information. However, this thesis is analyzed that reliability of transaction process doesn't affect all successful factors such as product quality, size, online payment system, price reliability.