• Journal of Global Scholars of Marketing Science
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• v.20 no.3
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• pp.269-277
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• 2010

Previous studies have shown that the most important factor affecting customer loyalty in the service industry is service quality. However, on the subject of whether service quality has a direct or indirect effect on customer loyalty, scholars' views apparently vary. Some studies suggest that service quality has a direct and fundamental influence on customer loyalty (Bai and Liu, 2002). However, others have shown that service quality not only directly affects customer loyalty, it also has an indirect impact on customer loyalty by influencing customer satisfaction and perceived value (Cronin, Brady, and Hult, 2000). Currently, there are few domestic articles that specifically address the relationship between service quality and customer loyalty in the mobile communication industry. Moreover, research has studied customer loyalty as a whole variable, rather than breaking it down further into multiple dimensions. Based on this analysis, this paper summarizes previous study results, establishes an effect mechanism model among service quality, customer satisfaction, and customer loyalty in the mobile communication industry, and presents a statistical test on model assumptions by using customer investigation data from Heilongjiang Mobile Company. It provides theoretical guidance for mobile service management based on the discussion of the hypothesis test results. For data collection, the sample comprised mobile users in Harbin city, and the survey was taken by random sampling. Out of a total of 300 questionnaires, 276 (92.9%) were recovered. After excluding invalid questionnaires, 249 remained, for an effective rate of 82.6 percent for the study. Cronbach's ${\alpha}$ coefficient was adapted to assess the scale reliability, and validity testing was conducted on the questionnaire from three aspects: content validity, construct validity. and convergent validity. The study tested for goodness of fit mainly from the absolute and relative fit indexes. From the hypothesis testing results, overall, four assumptions have not been supported. The ultimate affective relationship of service quality, customer satisfaction, and customer loyalty is demonstrated in Figure 2. On the whole, the service quality of the communication industry not only has a direct positive significant effect on customer loyalty, it also has an indirect positive significant effect on customer loyalty through service quality; the affective mechanism and extent of customer loyalty are different, and are influenced by each dimension of service quality. This study used the questionnaires of existing literature from home and abroad and tested them in empirical research, with all questions adapted to seven-point Likert scales. With the SERVQUAL scale of Parasuraman, Zeithaml, and Berry (1988), or PZB, as a reference point, service quality was divided into five dimensions-tangibility, reliability, responsiveness, assurance, and empathy-and the questions were simplified down to nineteen. The measurement of customer satisfaction was based mainly on Fornell (1992) and Wang and Han (2003), ending up with four questions. Based on the study’s three indicators of price tolerance, first choice, and complaint reaction were used to measure attitudinal loyalty, while repurchase intention, recommendation, and reputation measured behavioral loyalty. The collection and collation of literature data produced a model of the relationship among service quality, customer satisfaction, and customer loyalty in mobile communications, and China Mobile in the city of Harbin in Heilongjiang province was used for conducting an empirical test of the model and obtaining some useful conclusions. First, service quality in mobile communication is formed by the five factors mentioned earlier: tangibility, reliability, responsiveness, assurance, and empathy. On the basis of PZB SERVQUAL, the study designed a measurement scale of service quality for the mobile communications industry, and obtained these five factors through exploratory factor analysis. The factors fit basically with the five elements, indicating the concept of five elements of service quality for the mobile communications industry. Second, service quality in mobile communications has both direct and indirect positive effects on attitudinal loyalty, with the indirect effect being produced through the intermediary variable, customer satisfaction. There are also both direct and indirect positive effects on behavioral loyalty, with the indirect effect produced through two intermediary variables: customer satisfaction and attitudinal loyalty. This shows that better service quality and higher customer satisfaction will activate the attitudinal to service providers more active and show loyalty to service providers much easier. In addition, the effect mechanism of all dimensions of service quality on all dimensions of customer loyalty is different. Third, customer satisfaction plays a significant intermediary role among service quality and attitudinal and behavioral loyalty, indicating that improving service quality can boost customer satisfaction and make it easier for satisfied customers to become loyal customers. Moreover, attitudinal loyalty plays a significant intermediary role between service quality and behavioral loyalty, indicating that only attitudinally and behaviorally loyal customers are truly loyal customers. The research conclusions have some indications for Chinese telecom operators and others to upgrade their service quality. Two limitations to the study are also mentioned. First, all data were collected in the Heilongjiang area, so there might be a common method bias that skews the results. Second, the discussion addresses the relationship between service quality and customer loyalty, setting customer satisfaction as mediator, but does not consider other factors, like customer value and consumer features, This research will be continued in the future.

• 제어로봇시스템학회:학술대회논문집
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• 2003.10a
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• pp.1190-1195
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• 2003

In this paper, it is shown how a robot with n passive trailers can be controlled in backward direction. When driving backward direction, a kinematic model of the system is represented highly nonlinear equations. The problem is formulated as a trajectory following problem, rather than control of independent generalized coordinates. Also, the state and input saturation problems are formulated as a trajectory generation problem. The trajectory is traced by a rear hinge point of the last trailer, and reference trajectories include line segments, circular shapes and rectangular turns. Experimental verifications were carried out with the PSR-2(public service robot $2^{nd}$ version) with three passive trailers. Experimental result showed that the backward motion control can be successfully carried out using the proposed control scheme.

• Korean Management Science Review
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• v.11 no.2
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• pp.147-159
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• 1994

The problems of determining appropriate QOS(Quality of service) requirements of B-ISDN services and finding the corresponding NP(Network Performance) values satisfying the given QOS requirements are very important problems which are directly related to the successful operation of the ATM network, but have not been studied with enough attention yet. The QOS(NP) parameter definition, QOS measurements, and QOS managements are three major problems that should be solved. In this paper, we first introduce the basic concepts of QOS and NP and their relationships. Then we discuss more comprehensive concepts of QOS based on the layered structure of ATM services and the reference time, which can provide a systematic approach for QOS and NP mapping problems. We also provide examples of determining basic QOS(NP) parameters in the ATM layer and a specific example of QOS mapping based on the file transfer in ATM. The results of this paper can be used to establish the comprehensive QOS management model.

• Journal of Digital Contents Society
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• v.4 no.1
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• pp.23-34
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• 2003

The number of internet users rapidly increases, it has development of various learning method and education-contents. Currently, it has increasing of management, maintenance and reusing of education-contents through CMS (Content Management System) and SCORM(Shareable Content Object Reference Model) standard but actually, it has not more service for customer, In this paper, we propose CMS(Content Management System) using the supporting self learning method for increasing teaming effective of customer.

• Journal of the Korean Institute of Rural Architecture
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• v.1 no.3
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• pp.77-86
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• 1999

Recently the change of social environment has influence on the living of human for the complexity and the variety. And so the relation of architecture and function required the complex space. The government tried to complex the service for healthcare and social welfare by the exhibition model for health and welfare center. In this sence, this study aims to explore the basic data for the planning of location to the community welfare center and the healthcare facility in a district by grasping the difference of level at facility among region. In sum, the useful data were collected, analyzed, and synthesized through this study and could be used in the relevant research in the future as reference informations.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.600-602
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• 2015

This paper first introduces Smart Farming with various researches and developments, and describes its reference model. Then, the importance of planning at the pre-production stage which deeply affects to the whole process of the Smart Farming is explained. Lastly, the current and future trends of researches and developments on the planning of the Smart Farming are given.

• International Journal of Control, Automation, and Systems
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• v.5 no.3
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• pp.317-323
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• 2007

Quality of Service (QoS) in the Internet depends on queuing and sophisticated scheduling in routers. In this paper, we address the issue of managing traffic flows with different priorities. In our reference model, incoming packets are first classified based on their priority, placed into different queues with different capacities, and then multiplexed onto one router link. The fuzzy nature of the information on Internet traffic makes this problem particularly suited to fuzzy methodologies. We propose a new solution that employs a fuzzy inference system to dynamically and efficiently schedule these priority queues. The fuzzy rules are derived to minimize the selected Lyapunov function. Simulation experiments show that the proposed fuzzy scheduling algorithm outperforms the popular Weighted Round Robin (WRR) queue scheduling mechanism.

• Structural Engineering and Mechanics
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• v.55 no.5
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• pp.931-951
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• 2015

To improve the durability and service life of reinforced concrete column such as bridge piers, an advanced composite column made of Ultra High Performance Cementitious Composites (UHPCC) permanent form is proposed. Based on elasticity plasticity theory, axial compression behavior of the composite column was studied theoretically. The first circumferential cracking load and ultimate limit loading capacity are derived for the composite column. Short composite column compression tests and numerical simulations using FEM method were carried out to justify the theoretical formula. The effects of UHPCC tube thickness on the axial compression behavior were studied. Using the established theoretical model and numerical simulation, the large dimension composite columns are calculated and analyzed with different UHPCC tube thickness. These studies may provide a reference for advanced composite column design and application.

• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
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• 2005.11a
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• pp.151-154
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• 2005

Tilting train improves a traveling velocity through giving a tilt the car-body without ride comfort deterioration In curve. Dynamic behavior in deceleration will show quite another feature in constant velocity, In this study, we see through the dynamic behavior due to a variation of braking force in Korean Tilting Train. Hence we compose of 3D dynamic model, as well as we check upon the property in service braking condition and unique braking condition with a fault system. This study has the meaning with reference data of developing Korean Tilting Train test traveling.

• Journal of Korean Society for Geospatial Information Science
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• v.23 no.2
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• pp.97-104
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• 2015

Due to the introduction of various IT devices, including the recently smartphones and the widespread use of the car navigation system to the location-based information service space has been increased. Spatial information users have been requiring higher levels of quality. In this paper, we study how to build accurate three-dimensional space information by integrating MMS(Moblie Mapping System) survey and airborne survey data. Thus, to analyze the tendency of deviation between the MMS survey and airborne survey data observed in the experimental region, the deviation tendency of the data, it was confirmed that was not consistent. Deviation correction model to select how to change the georeferencing information directly contained in the GPS/INS processing results for the determination, classifies the standard is a method for acquiring the correction reference point coordinates using the calibration model, and analyzed their advantages and disadvantages. With the information of the reference point obtained by airborne photograph of a project, using the method of correcting the MMS survey data. Not only clear the deviation existing between the MMS survey data, it was possible to confirm that the deviation exists between the airborne survey data and MMS survey data was also almost erased.