• Journal of Service Research and Studies
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• v.7 no.1
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• pp.53-64
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• 2017

Recently meet the growing needs of customers and has increased, the need for training of customer contact staff in order to improve and increase customer satisfaction. These service training is because it improves the service capabilities of contact for customer-facing employees to respond to customers as well as to improve customer satisfaction. This study is placed in the field after the service training aimed at Customer contact staff joined in 2013~2016 in the first half of these new recruits training education working in the Seoul Metro customers respond to customers in customer contact and practical services it will proceed to the empirical study of how this affects the satisfaction and loyalty to the organization for the job than to find a better improvement in the educational program.

• The Journal of the Korea Contents Association
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• v.16 no.12
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• pp.244-257
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• 2016

This study investigates the effect of cultural service attributes and cultural consumption propensity on the cultural services satisfaction. Data was analyzed with factor analysis, cluster analysis, one-way ANOVA, cross tabulation analysis, regression analysis with SPSS ver. 18.0. The results were summarized as follows. The importance of cultural service attributes according to the type of cultural consumption patterns varied. And the cultural service attributes has positive influence on cultural services satisfaction in performance and exhibit. The result of this study can be used as a basic data for cultural service satisfaction by helping the understanding of increasing consumer satisfaction.

• Journal of Internet Computing and Services
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• v.9 no.1
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• pp.69-78
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• 2008

Finance, Securities, banking system provides information through Internet, DM SMS, IVR, E-mail and FAX for customer. Customers can use multi channel. Enterprise requires Host transaction and transparency for DB processing, This paper provides two contributions to the study. First, we discuss Server of Fire insurance (finance, securities and capital, bank system) in Enterprise. Second, we present Real time monitoring system for customer transparency. Finally, we design and implement the proposed system. These techniques can be efficiently supported in CRM(Customer Relationship Management).

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1996.10a
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• pp.65-68
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• 1996

은행 영업점 직원은 창구고객을 응대하는 것이 주업무이나 그 밖의 부수적인 업무에도 많은 시간을 할애하고 있다. 고객의 금전을 취급하는 특성으로 매일 시재의 검사와, 일일결산을 위하여 일일 항목별 보고서를 출력해서 결제를 받아야 하고 주기적으로 본부 부서에 보고서를 작성해서 보내야 한다. 그러나 보고서 관련 업무의 비중이 높아지면 영업점직원의 업무 부담이 과중해서 창구 응대에 소홀해질 우려가 있다. 이에 따라 보고업무의 능률화, 보고 경로의 개선, 온라인 업무의 개발로 영업점 보고서 업무가 재구축되어 관리업무를 최소화하고 고객서비스 업무에 투여할 수 있는 시간을 증대시켜야 한다.

• The Journal of the Korea Contents Association
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• v.17 no.2
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• pp.47-54
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• 2017

Today, increasing consumption of arts and culture, many people are visiting theater or concert hall. moreover K-culture led to boom in arts and culture but previous researches focused on analysis of culture contents on the other hand satisfaction of performance hall and revisit intention is minuscule. Therefore, this research investigates satisfaction of performance and revisit intention of factors influencing Korean and Japanese audience. As a results, performance facilities and customer reception service positive influence on revisit intention to Korean audiences but customer reception service positive influences on revisit intention to Japanese audiences beside performance satisfaction indirect effect on revisit intention as well.

• Journal of Internet Computing and Services
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• v.9 no.3
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• pp.103-117
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• 2008

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.

• Journal of Information Management
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• v.38 no.2
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• pp.175-190
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• 2007

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.

• Proceedings of the KIEE Conference
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• 2007.11b
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• pp.130-132
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• 2007

전력산업 구조개편이 진행된 이후 전력IT 분야에도 많은 이해관계자들이 형성되었으며, 내 외부의 많은 고객들이 형성되었다. 또한 전력시장운영과 계통운영을 위한 IT설비는 고도로 발달하여 손쉽게 이해하고 사용하기 어려울 정도로 복잡해지고 고도화 되었다. 이러한 상황에서 전력IT 분야에 대한 고객서비스를 향상 전략으로 고객과의 최접점에서 고객을 알고 고객을 지원하기 위해 전력IT 고객서비스센터를 설치하여 운영하게 되었다. 많은 예산과 인력이 투입되는 본격적인 콜센터나 서비스 데스크를 도입하기에 앞서 기존의 업무체계와 인력재배치를 통해 전력IT 분야에 대한 콜센터인 "전력IT 고객서비스센터"를 운영하여 효과적으로 고객서비스 요청에 응대하여 고객만족도 향상을 기대할 수 있을 것이며, 또한 여러 조직에서 비용과 인력을 사용하지 않고 쉽게 적용해 볼 수 있는 모델이 될 수 있을 것이다.

• Journal of Internet Computing and Services
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• v.9 no.2
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• pp.139-145
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• 2008

CRM(Customer Relationship Management) improves the competitiveness of small companies to large enterprises. E-mail, SMS (Short Message Service), telephony service, DM (Direct Mail) are used for customer response in many companies. In order to improve company's profit, business diversification is in progress with protecting the succession of existing customers, and the only of new customers. Futhermore, BPR (Business Process Re-engineering) and BPM (Business Process Management) of the CRM can be easily found in many companies, because it is the first contact point to the company at the customer's view. This paper discusses the development of CRM, and proposes a call object routing agent that is the main engine of the CRM. Result of performance evaluation of proposed method show that the system is effective and powerful enough to use at the multi-channel environment.

• Journal of Korean Society of Transportation
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• v.34 no.1
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• pp.55-67
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• 2016

The purpose of this study is to analyze the correlation and the causal relation between the service quality, customer satisfaction and revisit intent of an urban railway. A structural equation model(SEM) was developed and analyzed using SPSS 21.0 and AMOS 21.0. The results showed that it satisfies the fitness of the model mostly: the reliability, convenience, safety of the service quality have a significant positive impact on the customer satisfaction (p<.05) and the tangibles(-.187) and responsiveness(-.103) have no impact on the customer satisfaction (p>.05.). The customer satisfaction has a significant positive impact on revisit intention (p<.001). The factors affecting the service quality and customers' satisfaction were found to be ranked as the order of reliability, convenience, safety, responsiveness, tangibility based on the high priority. The findings of this study will contribute to provide a practical tool to establish a mid-long term management plan and management strategies for boosting the customer satisfaction and creating revenue through the customized service of urban railway operating industry suffering chronic deficit.