• Proceedings of the Korea Information Processing Society Conference
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• 2022.11a
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• pp.117-118
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• 2022

한국과학기술정보연구원(이하 KISTI)은 지난 13년 간 전사적으로 품질제고전략, 서비스만족전략, 이미지 제고전략 등 3대 고객만족 추진전략을 수립하여 체계적인 "고객만족경영시스템(CSM : Customer Satisfaction Management)"을 구축하고 이를 강화하기 위한 노력을 기울여 왔다. 본 연구의 목적은 순고객추천지수(Net Promoter Score:NPS)를 활용하여 과학기술지식인프라(ScienceON) 정보서비스를 경험한 500명의 의사결정자를 대상으로 과학기술정보서비스에 대한 고객 만족 및 고객충성도를 측정하였다. 특히 연구결과는 정량적인 측정모델(KCSI-ST)을 보완하고 고객만족도 수준에 따라 비추천 고객, 중립 고객, 추천 고객 등을 예측할 수 있는 모델이다. 이와 같은 고객의 긍정적이거나 부정적인 구전으로 급속도로 노출되는 환경에서 고객의 만족도를 분석함으로써 기관의 주요 서비스별 고객을 확보하는데 사전 예측자료로 활용될 수 있다고 본다.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.152-164
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• 2010

This study helps to understand menu quality and find out management strategies in the seafood buffet restaurant business. The major objective of this study is to analyze how menu quality affects customer satisfaction through customer value. It also provides preliminary data for improving seafood buffet restaurants in the rapidly changing circumstances of the restaurant business by establishing strategies for high quality menu. The result of the study shows that menu quality(taste, nutrition, freshness) was directly related to customer value, which positively affected customer value. Especially, taste was the most influential factor. Moreover, customer value had a positive effect on customer satisfaction. This result means that such menu quality factors as taste, nutrition, and freshness should be considered in order to satisfy each customer.

• Product Safety
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• no.1 s.157
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• pp.52-53
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• 2007

(주)금화전선은 1990년 2월 15일에 설립되어 오늘에 이르기까지 비록 짧은 기간이지만 전 사원이 내일을 한다는 각오아래 지속적인 노력과 꾸준한 생산혁신을 통한 고품질의 제품을 생산하면서 보다 더 고객의 요구에 부응하고자 지속적인 기술개발과 품질개선으로 나동선, 비닐절연전선, 기기용 전선, 전력 Cable류 등 고품질의 제품을 생산, 공급하고 있으며 보다 더 고객의 욕구에 만족을 가하고자 전 사원은 일심동체가 되어서 전력을 다하고 있다.

• Management & Information Systems Review
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• v.35 no.3
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• pp.249-272
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• 2016

This study based on dual aspects of service quality aims at classifying service quality attributes by Kano model and also providing the necessity to decide which service quality would be carried out preferentially in the service industries(hotel service, repair service, education service, medical service). The first purpose of this study, therefore, is assorting the service quality by the Kano model about four service industries based on Schmenner's service process matrix. Secondly, this has an intention of drawing preferred considerations and putting forward measures to increase the customer satisfaction by Timko and PCSI Index. The result of this study is as follows. First of all, it was found that tangible attributes classified the attractive quality and Timko's score also was very high in four service industry. That is to say that tangible attributes in service industries could be interpreted into having very high importance at standards on service quality estimation of customer. Second, all but repair service of the service industries suggested empathy dimension to have flexibility solving and understanding the customer's problem could be improve the customer satisfaction. Finally, the common result between them was empathy dimension classified attractive quality in all industries. That is because present satisfaction was not reached customer expectation so there would be a improvement of empathy dimension preferentially.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.89-97
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• 2012

The purpose of this study is to examine service quality elements in China Bank Industry and influence on service value, customer satisfaction and reuse intention. This study is composed one parallel comparison of documentary and evidential researches. To verify research model, the survey about medical institution and hospital services were conducted in Daqing of Heilongjiang Province, in China. Collected data was analyzed and the results are introduced in this paper. The findings ar as followed. This study has modified three-dimensional model of service quality: "interaction quality", "outcome quality" and "physical environment quality". Research was focused on investigating the direct effect of every service quality dimension on customer satisfaction. But "outcome quality "has only direct effect on service value, "interaction quality" and "physical environment quality" have not direct effect on service value in this study. Service value has direct effect on customer satisfaction and reuse intention. And customer satisfaction was the significant mediating role in the relationship of the service value and reuse intention.

• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.477-486
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• 2015

The purpose of this research is to identify the service quality of The Independence Hall of Korea, and to investigate what factors of service quality influence to the customer satisfaction and the customer revisit intention As a result of the study, service quality for The Independence Hall of Korea was proposed to be four factors of tangibility, responsiveness, assurance, empathy. It turns out that if the service quality of responsiveness and empathy provided by The Independence Hall of Korea improves, the customers' satisfaction would be increased, and If the customers are satisfied with the service, visitors' intention to revisit would be influenced. The result of the research suggests that the Korea Independence Hall should manage and control these service quality factors to improve customer satisfaction and revisit intention.

• Journal of Digital Convergence
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• v.14 no.9
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• pp.241-250
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• 2016

This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.

• Journal of the Korea Society of Computer and Information
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• v.25 no.10
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• pp.241-248
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• 2020

In this study, to investigate the relationship between early morning delivery's logistics service quality (order quality, delivery quality, and after service quality) and customer satisfaction, and the moderating effect of eco-friendly attitude, the constructs were made up based on previous studies. A survey was conducted on early morning delivery users, and 210 questionnaires were used for empirical analysis. The collected data was analyzed by SPSS 25.0 and AMOS 21.0. The results are as follows: first, it was found that the logistics service quality has a positive effect on customer satisfaction. Second, it was found that the delivery quality has the greatest effect on customer satisfaction. Third, as a result of testing the moderating effect of eco friendly attitudes in the relationship between the logistics service quality and customer satisfaction, in the case of the order quality among the logistics service quality, the differences between the groups were identified according to eco-friendly attitudes. In conclusion, the implications and limitations of this study are presented.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.322-337
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• 2009

This study focused on the relationships of the effects of DINESERV quality upon customer satisfaction, revisit intention and word-of-mouth intention. In addition, it examined the potential mediation effects of customer satisfaction between DINESERV quality and revisit intention and between DINESERV quality and word-of-mouth intention. To meet the above goals, customers who visited 27 Korean restaurants in Jeonju city were surveyed. Total 428 valid copies of questionnaire were then obtained and used for the data analysis using SPSS and AMOS 16.0 for 2-stage analysis. As a result, it was found that some potential factors of DINESERV, such as service encounter, atmosphere and food quality had significant effects on customer satisfaction, but there was no significant effect in the relationship between DINESERV quality and revisit intention; convenience, a potential factor of DINESERV, had a significant effect on word-of-mouth intention; customer satisfaction had a significant effect on revisit intention and word-of-mouth intention; service encounter, atmosphere and food quality had indirect effects on revisit intention and word-of-mouth intention by way of mediation effects of customer satisfaction.

• Proceedings of the Korean System Dynamics Society
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• 2003.02a
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• pp.29-55
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• 2003

최근의 통신서비스 시장은 경쟁의 도입과 기술의 발전이라는 두 축에 힘입어 양질의 서비스를 보다 저렴한 요금으로 소비자들에게 제공하고자 노력하여 왔다. 그러나 이러한 통신서비스의 질적 향상 노력에도 불구하고 여전히 통신서비스의 품질은 소비자들의 기대수준에는 미치지 못하고 있다는 지적이 있다 더욱이 문제가 되는 것은 소비자가 인지하고 있는 통신 서비스 품질의 기대수준은 시간의 흐름에 따라 동태적으로 변화하는 것이어서 한 시점에서의 통신 서비스 품질 수준의 측정으로는 정책적으로 큰 의미를 설명하기 어려운 실정이다. 이와 관련하여 많은 선행 연구들이 다양한 측면에서 시행되어져 왔지만 이제까지의 많은 선행 연구들은 대부분이 통신서비스의 특성을 제대로 고려하지 않고, 고객만족의 향상과 불일치를 가져오고 있는 성능품질만을 측정한다거나, 시간의 흐름에 따라 변화해 가는 소비자가 서비스에 대해 인지하고 있는 중요도나 기대수준을 고려하지 않고 있으며, 각 구성요소간의 동태적 인과고리에 대한 고려 없이 연구가 이루어져 전반적인 통신 서비스의 고객만족을 전체적인 시각에서 평가한 연구는 극히 드물다. 따라서 본 연구는 통신서비스의 고객만족을 피드백 관점, 동태적 관점, 사실적 관점의 시스템 다이내믹스 방법론을 적용하여 전반적인 동태적 고객만족 모형을 구현하고 이를 정책적으로 활용할 수 있는가에 대한 접근을 시도하였다. 고객만족은 결코 한순간에 머물러 있는 것이 아니며 체감품질 및 기대수준의 영향을 받아 지속적으로 변화해간다 따라서 어떻게 기대수준을 관리하고 고객의 기대에 부응하는 체감품질을 관리하는 것이 지속적인 고객만족을 획득할 수 있는 가를 시뮬레이션 모형을 통해 가시적으로 시스템의 행태를 구현함으로써 그 이해의 폭을 넓히고자 시도하였다.으로써 웹에서의 혁신적이며 크로스 사이트, 크로스 장르적인 컨텐츠 플래닝의 가능성을 시사하는데 의의가 있다고 하겠다.y used to some of interactive storytelling through hyper text in CD-ROM and web sites. More complicated and different structured models were born through games that offered graphics, virtual spaces and interactivity. When drawn onto a structural graph, few attributes and similarities seem to occur. This paper will try to outline and discuss structural graphs of interactive storytelling methods and suggest some ways for better storytelling design.eal sales volume, but the case study could verified that this method is effective to the evaluation of marketability in case of completely new product got on the typical category and the product category could be set up the population clearly.의 무게와 부피는 24주간 다소 감소하는 경향을 보였으나 통계적인 유의차는 없었다. 냉동저장 감자의 무게와 부피 변화는 48주간 전혀 없었다. 상온 냉장저장 감자의 조직의 강도(hardness)는 24주