• Journal of Information Technology Services
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• v.13 no.4
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• pp.139-153
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• 2014

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows : First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.187-190
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• 2003

Since the early 1980s, the concept of relationship management in marketing area has gained its importance. Acquiring and retaining the most profitable customers are serious concerns of a company to perform more targeted marketing campaigns. For effective CRM (Customer Relationship Management), it is important to gather information on customer value. Many researches have been performed to calculate customer value based on CLV (Customer Lifetime Value). It, however, has some limitations. It is difficult to consider the churn of customers, because the previous prediction models have focused mainly on expected future cash flow derived from customers'past profit contribution. In this paper we suggest a CLV model considering past profit contribution, potential benefit, and churn probability of a customer. We also cover a framework for analyzing customer value and segmenting customers based on their value. Customer value is classified into three categories: current value, potential value and customer loyalty. Customers are segmented according to the three categories of customer value. A case study on calculating customer value of a wireless communication company will be illustrated.

• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.39-54
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• 2017

Purpose: This study evaluated the effect of customer relationship management (CRM) on customer's brand loyalty in the holistic perspective of relational benefits, relationship quality and relation value. This paper attempted to find out the psychological process that links the relational benefits and brand loyalty. Methods: The data was collected by using the structured questionnaires to VIP customers and general customers of major domestic banks. The proposed research model is empirically tested using 324 valid questionnaires using SPSS 23 and AMOS 23. Results: This research indicated the partially positive relationship between the relational benefits and relation values, and between relational benefits and relationship quality. The relation value and relationship quality positively affects the relation commitment and the relation commitment also positively affects brand loyalty. This study also shows that the relation value affects the brand loyalty through the mediation of relation commitment, but also the relationship quality affects the brand loyalty through the media of relation commitment. Conclusions: This study investigates the role of perceptional factors(relational value and relationship quality) and affective factors(relation commitment) to find the relationship between relational benefits and brand loyalty. It also suggest the relative influence of relational benefits on relation value.

• Annual Conference of KIPS
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• 2002.11c
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• pp.1847-1850
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• 2002

최근에 이동통신기술의 발전과 무선인터넷 사용자의 급증 및 휴대 단말기 장치의 성능 향상으로 인하여 사용자의 위치 정보를 활용하여 부가 정보 서비스를 받을 수 있는 위치기반서비스(LBS Location Based Service)에 대한 관심이 급증하고 있다. 위치기반 서비스를 제공하기 위해서는 사용자의 위치정보를 관리하는 이동체 데이터베이스가 필수적으로 요구된다. 친구 찾기 서비스와 같은 초기 단계의 LBS 서비스에서는 현재위치만을 가지고 서비스할 수 있지만, 데이터 마이닝이나 CRM등과 같이 연동된 고급 서비스를 제공하기 위해서는 시시각각 변화는 사용자의 현재 위치정보뿐 아니라 과거위치정보를 관리할 수 있어야 한다. 본 논문에서는 이동체 데이터 베이스의 구성요소 중 대용량의 위치정보를 저장 및 검색하기 위한 분산 관리 시스템을 설계하고자 한다. 분산 관리 시스템은 현재위치 관리 컴포넌트와 과거위치 관리 컴포넌트, 분산위치관리 컴포넌트로 구성된다. 현재 위치 관리 컴포넌트와 과거위치 관리 컴포넌트는 공간색인을 제공하므로 데이터 검색의 성능을 향상시키고, 분산위치 관리 컴포넌트는 대용량의 데이터를 다양한 데이터베이스에 분산 저장 및 검색하므로 과부하를 조절하고 대용량의 위치정보를 효율적으로 관리하고자 한다.

• The Korean Journal of Health Service Management
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• v.7 no.4
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• pp.179-190
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• 2013

The main purpose of this study was to investigate the effect of the factors which cause the patients to choose hospital from the view of Christian missionary hospital. The subjects were 194 inpatients and 202 outpatients of the K Medical Center in Busan. The research had been conducted from 20 June to 31 July in 2013. The major results demonstrated that the medical and social services image factors strongly affected to the satisfaction and selectivity of patients. Social role image of religious medical institution should be considered important and it seems beneficent in CRM(Customer Relationship Management) based on this results.

• Journal of the Korea Society of Computer and Information
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• v.12 no.2 s.46
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• pp.307-314
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• 2007

FDS (Franchise Distributed System) which can efficiently control and manage the resources like food, liquid and services is required in many distributed system related areas like SCM (Supply Chaining Management) and ECR (Efficient Consumer Response). But, established system, such as used PC and Internet or CTI (Computer Telephony Integration) that need other equipment and expenses. And these have many problems, as voices record or recognition, not spreaded. To solve those problems, we design and implemented Web Card Checker for Franchise Distribution. Our system used card checker machine, not make additions, which can order raw materials like SCM as well as managed distributed processes.

• Journal of Distribution Science
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• v.17 no.3
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• pp.41-47
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• 2019

Purpose - Based on the analysis of Kazakhstan's experience of digital transformation, this study suggests a concept for digital solution to optimize organizational process, create trust networking between the center of state scholarships programs and recipients. In addition, the authors contribute to the current discussions of an effective digital transformation of state services. Research design, data, and methodology - Policy analysis is based on the combination of both primary and secondary materials collected during a Policy Research Project conducted in Kazakhstan in 2017. It involved semi-structured interviews with the state scholarship' recipients, ICT experts and findings from academic articles. Results - Findings are represented via Policy Development Matrix - a table with three options (status quo, partial change, total change) to deal with policy challenges. Authors suggest a concept for digital solution following the Customer Relationship Management (CRM) principles for optimizing core business processes, communication and networking strategies of the state scholarships program. Conclusions - At the time when digitalization becomes trending for states, the transformation of the state education policy is inevitable. The rapid development of digital technologies creates new opportunities for a single integration platform with key principles of Smart Remote Management in the state scholarships programs.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.189-198
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• 2008

At present, companies write daily work record or use bar-code in order to collect distribution flow data in real time. However, it needs additional works to check the record or read the bar-code with a scanner. In this case, human error could decrease accuracy of data and it would cause problems in reliability. To solve this problem, RFID (Radio Frequency Identification) is introduced in many automatic recognition sector recently. RFID is a technology that identification data is inserted into micro-mini IC chip and recognize, trace, and manage object, animal, or person using wireless frequency. This is being emerged as the core technology in future ubiquitous environment. This study is intended to suggest RFID application method in franchise business. Traceability and visibility of individual product are supplied based on EPCglobal network. It includes DW system which supplies various assessment data about product in supply chain, financial transaction system which is based on product transaction and position information, and RFID middleware which refines and divides product data from RFID tag. With the suggested application methods, individual product's profile data are supplied in real time and it would boost reliability to customer and make effective cooperation with existing operation systems (SCM, CRM, and e-Business) possible.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.28 no.3
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• pp.42-57
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• 2005

The National Education Information System(NEIS) has been utilized in primary and secondary schools. In this paper, we consider the NEIS should be used not only for educational administration affairs, but also for a lifelong management of national human resource. The current School Information Management System(SIMS), including the NEIS, is unsatisfactory due to the insufficiency of actual field suitability and end-user's conveniency. To this, we have devised improvements of the SIMS in the seven problem areas: ) The core business process of the school should be analyzed sufficiently and reflected in SIMS. (2) We should fully utilize groupware functions which activate the learning organization. (3) We might apply and use the CRM techniques of enterprises in SIMS. (4) The SIMS should be easy to make necessary school assessment data. (5) We should complement functions of the SIMS for a lifelong healthcare information management of national human resource. (6) The SIMS should support the school lunch management. (7) We should bring BOM and work-flow concepts into the SIMS.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2003.05a
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• pp.319-328
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• 2003

With the proliferation of WWW, providing more intelligence to Web sites has become a major concern in e-business industry. In recent days, this trend is more accelerated by prosperity of CRM (Customer Relationship Management) in terms of various aspects such as product recommendation, self after service, etc. To accomplish this goal, many e-companies are eager to embed web enabled rule-based system, that is, expert systems into their Web sites and several well-known commercial tools are already available in the market. Most of those tools are developed based on CGI so far but CGI based systems inherently suffer over-burden problem when there are too many service demands at the same time due to the nature of CGI. To overcome this limitation of the existing CGI based expert systems, we propose a new form of Web-enabled expert system using hyperlink-based inference mechanism. In terms of burden to Web server, our approach is proven to outperform CGI based approach theoretically and also empirically. For practical purpose, our this approach is implemented in a software system, WeBIS and a graphic rule editing methodology, Expert Diagram is incorporated into the system to facilitates rule generation and maintenance. WeBIS is now successfully operated for financial consulting in the web site of a leading financial consulting company in Korea.