• Title, Summary, Keyword: Customer Center

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The Effect of Mobile Customer Center's Quality Factors on Customer Satisfaction, Trust and Loyalty (모바일 고객센터 품질요인이 고객 만족과 신뢰 그리고 고객충성도에 미치는 영향)

  • Kim, Chang-Soo;Lee, In-Seok;Ryu, Hei-In;Lee, Sung-Ho
    • Journal of Information Technology Services
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    • v.9 no.3
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    • pp.1-23
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    • 2010
  • The mobile customer center is one of major customer service channels to gain company's competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center's quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

A Comparative Case Study on Success Factors Affecting the Renewal and Establishment of Customer Service Information Systems for a Customer Center (고객서비스 정보시스템 재구축과 신규구축 성공에 영향을 미치는 요인에 관한 비교사례연구)

  • Hong, Byung Sun;Koh, Joon
    • Knowledge Management Research
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    • v.20 no.3
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    • pp.17-38
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    • 2019
  • Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

A Study on Customer Knowledge Acquisition Strategy via a Customer Center: A Case of Voice Recognition Technology Application (고객센터를 통한 고객지식 확보 전략: 음성인식기술의 적용 사례)

  • Hong, Byoung Sun;Koh, Joon
    • Knowledge Management Research
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    • v.19 no.1
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    • pp.147-174
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    • 2018
  • Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

A Study on Impact of Customer Contact Center Service to Business Performance (고객센터 서비스가 기업수익에 미치는 영향에 관한 연구)

  • Lee, Do-Koung;You, Jae-Hyun;Park, Cheol
    • Journal of Information Technology Services
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    • v.8 no.1
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    • pp.29-45
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    • 2009
  • In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

A Study of the Relationship of Customer Orientation, Customer Satisfaction, Customer Trust and Loyalty of Fitness Center (피트니스센터의 고객지향성, 고객만족, 고객신뢰 및 충성도에 관한 연구)

  • Koh, Bo-Ra;Hur, Jin
    • Journal of the Korea Convergence Society
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    • v.10 no.2
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    • pp.247-254
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    • 2019
  • The purpose of this study was to examine the relationship among customer orientation, customer satisfaction, customer trust and loyalty of fitness center. The subjects were sport center customer and 250 data were collected and 237 of them were chosen as for final data analysis. Data processing was done for frequency analysis using SPSS 22.0, confirmatory factor analysis, correlation analysis and structural equation mode analysis using AMOS 22.0. Based on the above study method and procedures and the result are as follows. First, customer orientation had a positive effect on customer satisfaction. Second, customer orientation had a positive effect on customer trust. Third, customer satisfaction and customer trust had a positive effect on loyalty.

A study on the recognition of driver of customer-oriented thinking using AHP(Analytic Hierarchy Process) (AHP를 활용한 배송기사의 고객지향적 사고 인지에 관한 연구)

  • Kim, Ki-Hong;Shin, Seung-Jun;Nam, Seung-Don;Kang, Kyung-Sik
    • Journal of the Korea Safety Management & Science
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    • v.13 no.4
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    • pp.17-24
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    • 2011
  • Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

A Study of Task-Media Fit and User Satisfaction on the Customer Contact Center (고객센터의 과업-매체적합과 사용자 만족에 관한 연구)

  • Ryu, Il;Kim, Jae-Jon;Shin, Seon-Jin
    • Asia pacific journal of information systems
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    • v.15 no.4
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    • pp.61-87
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    • 2005
  • This paper has two primary objectives: (1) to propose a comprehensive theoretical model that incorporates valuable insights from two complementary streams of research, and (2) to empirically test the model that explain the task-media fit and satisfaction of customer contact center users. The comprehensive model was tested using LISREL analysis on the sample of 232 users who have experience with the customer contact center. The model was supported in customer contact center context, accounting for 29% of the variance in the task-media fit, 53% of the variance in the perceived ease of use, 61% of the variance in the perceived usefulness, and 52% of the variance in the user satisfaction. The results showed that the task-media fit, the perceived ease of use, and the perceived usefulness play a significant role in influencing the user satisfaction of the customer contact center. In addition, task analyzability, media richness, media interactivity, and self-efficacy were found to influence the task-media fit. The paper concludes with discussions and implications for researchers and practitioners.

Enhancing the Customer Service Process through Information Technologies and Customer Knowledge in Call Centers : The Moderating Role of Computer Self-Efficacy (콜센터에서 정보기술과 고객지식을 이용한 고객서비스 프로세스 향상 : 컴퓨터 자기효능감의 조절역할)

  • Choi, Sujeong
    • Journal of Information Technology Services
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    • v.16 no.3
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    • pp.185-203
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    • 2017
  • Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

A Study of the Relationship between the Outbound Call Center Service Quality and Service Recovery Customer Royalty (아웃바운드 콜센터 서비스품질과 서비스회복 고객충성도 관계 연구)

  • Kim, Jun-Whai
    • Journal of Digital Convergence
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    • v.13 no.1
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    • pp.163-176
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    • 2015
  • The purpose of this research is to find out the service quality dimensions and detailed elements of a call center, and to study what relationship the service quality dimensions have with service recovery and customer royalty. This research set up the hypothesis and the research model to verify the relationship between the call center service quality and the service quality customer royalty for 139 people surveyed who experienced dissatisfactions. The result of the hypothesis verification shows that it has an influence on the counselors' service quality and service recovery processes of 3 call centers. The service recovery has en influence on the customer royalty. The result quality as a result remained for a customer after counseling can be called the ultimate purpose of using the call center for a customer, and the research shows that it has the largest influence on the service recovery of 3 dimensions of the call center service quality. In the relationship between the service recovery and the customer royalty, the service recovery has a meaningful influence on the customer royalty.

A Study on Service Quality Evaluation Model and Priority of Quality Factors in Customer Center

  • Park, Deuk
    • Journal of the Korea Society of Computer and Information
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    • v.25 no.1
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    • pp.159-165
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    • 2020
  • In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.