• Journal of the Korea Institute of Information Security & Cryptology
• /
• v.26 no.2
• /
• pp.541-550
• /
• 2016

Considering the results of the 3.20 Cyber Attack, leaks of personal information by card companies, and so on, convenience and efficiency cannot be guaranteed without security as a prerequisite. In addition, it is more likely that customers' interests seem to be interfered with in financial institutions than in any other industry. Therefore, when a security accident occurs, users may suffer mental damage and monetary loss, leading to class action, customer defection, loss of reputation, and falloff in international credibility, which all may have a significant effect on the business continuity of corporations. This study integrates the representative information security certification systems in order to improve the efficiency of information security management and demonstrate the necessity of information security management system certification for the financial sector. If the certification is needed, we would like to recommend the desirable development direction.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.39 no.4
• /
• pp.115-136
• /
• 2014

The game industry has grown steadily and the online game has become one of the most attractive game segments for its remarkable growth. Customer management in the online game industry, however, has received little attention from the academic field. The purpose of this study is to analyze the drivers of customer defection in the online game setting and suggest not only theoretical but also managerial insights into increasing customer retention rates. Prior to empirical analysis, the authors hypothesized that 3 variables of interests (Learning, Playing, Achievement) would explain the customer defection according to preceeding researches. To demonstrate these hypotheses, the authors obtained data from one of the biggest game publishers in Korea, and the empirical analysis model was developed considering context of research settings. The results of analyses provide the following insights. First, the key behavioral variables of Learning, Playing, and Achievement play substantial roles in explaining the customer defection. Next, the effects of these variables vary between customer types: novice and experienced customers. The defection decisions by novice customers are predicted by all key behavioral variables and Playing serves as the most influential indicator of the defection decisions. However, experienced customers are influenced by Playing and Achievement, while Learning has no impact on the defection decisions. Finally, the authors investigated hypothetical customer retention strategies, using the empirical results. The market outcomes indicate that the customer retention strategies work well with novice customers and it is hard-to-impossible to prevent experienced customers from defection using their behavioral data. These findings together deliver several meaningful insights to management as follow. First, the management should support customers to get involved in Learning activities at the very first stage. Second, customer's Achievement and appropriate compensation for it would work as defection barriers. Last, to optimize the outcomes of firm's marketing investments, it is better to focus on retention of novice users not experienced ones.

• Journal of the Korea Society of Computer and Information
• /
• v.18 no.10
• /
• pp.225-234
• /
• 2013

The purpose of this study is to evaluate the impact of airline's retention equity on customer positive exclusive behavior intention and to minimize customer churn based maintenance is aimed to derive key variables in air transport market. A survey was conducted Incheon and Gimpo airport to use in the national carrier of domestic air travelers. A total of 480 respondents completed a survey. The result reveal that loyalty program, preferential treatment & acknowledgement program, and community program have significantly effect on positive behavior intention. However, preferential treatment & acknowledgement program, and community program have significantly effect on exclusive behavior intention. It showed that they are more influence than loyalty program as a switching barrier of airlines. The academic and practical implication of this study has been identified in the competitive market to maximize customer retention factors of maintaining retention equity to derive empirical strategic priorities.

• Information Systems Review
• /
• v.19 no.4
• /
• pp.183-209
• /
• 2017

With changes in information technology (IT), many innovative IT-based services, such as AirBnB, have become popular. Switching behavior toward new and innovative services become a major issue for managers who want to attract many customers. In response, many researchers have investigated why customers switch service providers. However, little research has been conducted on the processes of switching behavior for a hedonic service. To fill this research gap, this study aimed to identify the stages of switching behavior based on transtheoretical model. Furthermore, the factors affecting the service switching behavior in stages were identified on the basis of service provider switching model. This study also hypothesized the customer's switching behavior in accommodation sharing economy service and analyzed it empirically. Results showed that the factors affecting switching behavior differ across five stages. The present results can provide a basis to prevent switching behavior and reduce churn by analyzing the difference in switching behavior among stages. This study also helps managers who want to improve organizational performance by enhancing customer retention capability.

• Journal of the Korea Safety Management & Science
• /
• v.9 no.3
• /
• pp.111-118
• /
• 2007

What is CRM(Customer Relationship Management) means that planning, executing, and re-accessing the marketing strategy based on the customer character by analyzing the material related to customers. That is CRM is a strategy of customer service on the base of data. In the case of the telecommunications and a newspaper, there are restricted application of CRM, because they are provided services by paying a given amount of money within a given period of time. This paper develops CRM model(chum prediction model) that can apply to a newspaper. For model-building, real data were used which were collected from one of the major a newspaper company in Korea. Also, this paper verifies the efficient result.

• Proceedings of the KIEE Conference
• /
• 2009.07a
• /
• pp.336_337
• /
• 2009

전력용 변압기 운반, 설치, 고장전류 유입 등으로 권선 및 철심의 접지, 권선의 층간단락, 개방, 기계적 변형, 이탈, 구조물의 기계적 손상, 이완 등이 발생해도 현재 보유하고 있는 진단장비만으로는 정확한 이상 판단이 불가하여 변압기 해체 후 확인 하는 현실을 감안하여 변압기 기계적 변형 고장분석이 가능한 장비 도입이 필요한 시점이다. 또한 변압기 등 변전기기 고장 발생시 광범위한 고객 정전 및 복구비용이 발생(년 평균 3건)하고 있어 본 논문에서는 이러한 문제점을 해결하고자 2003년 한전에 도입된 SFRA(Sweep Frequency Response Analyzer) 주파수 반응 분석기의 진단 원리 및 권선변형 진단사례를 소개하고자 한다.

• Korean Management Science Review
• /
• v.21 no.3
• /
• pp.85-99
• /
• 2004

The retention of customer is an increasingly pressing issue in today's competitive environment. The proposes of this paper is a personalized defection detection and the procedure of prevention based on economic analysis of customer defection possibility, and behaviour state transition cost. This procedure is based on the observation that potential defectors have a tendency to take a couple of months or weeks to gradually change their behaviour before their eventual withdrawal. In this procedure, the SOM(Self-Organizing Map) is used to determine the possible states of customer behaviour from past behaviour data, and to prevent the defection of potential defectors, the proposed procedure recommends the desirable behaviour state for the next period based on the analysis of transition cost. and likelihood of defection. The case study has been conducted for a Korean on-line game provider to evaluate of this procedure.

• 한국정보통신설비학회:학술대회논문집
• /
• 2003.08a
• /
• pp.310-312
• /
• 2003

국내 브로드밴드 시장은 성숙기를 넘어서 포화기에 접어듬에 따라, 가격경쟁 및 접속서비스의 속도 경쟁력을 기반으로 가입자 천이/이탈 현상이 심화되고 있다. 이에, 네트워크 엑세스 사업자들은 타사업자 대비 차별화된 경쟁력을 제시하여 고객 충성도 향상은 물론 신규 매출을 창출할 수 있는 방안을 제공하기 위한 돌파구를 찾고 있다. 이를 위한 해결방안으로서 개인화에 기반한 브로드밴드 사업의 방향 전환과 이를 지원하기 위한 장비의 기술 동향에 대해 소개하고자 한다.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.5 no.4
• /
• pp.213-229
• /
• 2009

The purpose of this paper is to identify the relationship among five factors of web design, e-satisfaction, e-loyalty, and customer defection and provide the implications of marketing strategies in online shopping. The research findings are as follows: first, ease of use of web design affects positively e-satisfaction more than the other factors except financial security. Second, e-satisfaction affects positively e-loyalty. Third, e-satisfaction does not affect customer defection. Fourth, informativeness, styling, ease of use, and trust of web design affect indirectly e-loyalty by mediating e-satisfaction. Therefore, because there is a good circular relationship among web design, e-satisfaction, and e-loyalty, it is very important to enhance web design for customers. When customers satisfy highly with the factors of web design, e-loyalty is higher and customer defection is lower. Further, in a curriculum of web design it is needed to reflect the findings of this paper.

• Journal of the Korea Safety Management & Science
• /
• v.7 no.1
• /
• pp.199-210
• /
• 2005

Customer segmentation prediction has attracted a lot of research interests in previous literature, and recent studies have shown that artificial neural networks (ANN) method achieved better performance than traditional statistical ones. However, ANN approaches have suffered from difficulties with generalization, producing models that can overfit the data. This paper employs a relatively new machine learning technique, support vector machines (SVM), to the customer segmentation prediction problem in an attempt to provide a model with better explanatory power. To evaluate the prediction accuracy of SVM, we compare its performance with logistic regression analysis and ANN. The experiment results with real data of insurance company show that SVM superiors to them.