• Journal of Distribution Research
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• v.13 no.3
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• pp.127-154
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• 2008

For the large scale retailers such as chain discount stores and specialty stores, having measurement tool to maintain service quality can be very crucial to sustain high and same level of service qualities around multiple stores. This study aims to develop service quality scales of large-scale stores using Korean discount store cases. We have studied the previous service quality measures including RSQS(Retail Service Quality Scale) and have modified and developed our own scale model called KD-SQS(Korea Discount Service Quality Scale). The following six components have been revealed as the basic dimensions of service quality of Korean discount stores: basic benefits, promotion, personal interactions, physical aspects, policy and additional convenience. Our scales have been verified through various validity and reliability tests.

• 한국디지털정책학회:학술대회논문집
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• 2005.06a
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• pp.29-41
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• 2005

최근 세계적으로 공공기관의 혁신과 성과평가에 대한 관심이 집중되고 있고, 우리나라에서도 참여정부가 출범한 이래 공공분야의 고객경영 및 성과 향상을 위한 정부혁신이 대대적으로 추진되고 있다. 특히 지방자치 단체의 경우 자율성을 근간으로 하는 혁신을 추진해야 하는 바, 이에 대한 성과평가가 어려운 과제로 등장하고 있다. 따라서 본 연구에서는 지방자치단체의 자생력을 확보 및 강화하여 독자적인 지역발전과 주민서비스를 제고하고, 중앙정부정책과의 연계성을 강화하며, 중앙정부의 지방자치단체에 대한 통합적인 정책 및 성과 평가에 따른 지원 수준을 결정하는 주요 수단이 될 수 있는 통합평가시스템의 개발 및 발전방향을 모색해 보고자 한다.

• The Korean Journal of Air & Space Law and Policy
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• v.25 no.2
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• pp.139-162
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• 2010

In terms of the international air transport, the open skies policy implies freedom in the sky or opening the sky. In the normative respect, the open skies policy is a kind of open-door policy which gives various forms of traffic right to other countries, but on the other hand it is a policy of free competition in the international air transport. Since the Airline Deregulation Act of 1978, the United States has signed an open skies agreement with many countries, starting with the Netherlands, so that competitive large airlines can compete in the international air transport market where there exist a lot of business opportunities. South Korea now has an open skies agreement with more than 20 countries. The frequent flyer program (FFP) is part of a broad-based marketing alliance which has been used as an airfare strategy since the U.S. government's airline deregulation. The membership-based program is an incentive plan that provides mileage points to customers for using airline services and rewards customer loyalty in tangible forms based on their accumulated points. In its early stages, the frequent flyer program was focused on marketing efforts to attract customers, but now in the environment of intense competition among airlines, the program is used as an important strategic marketing tool for enhancing business performance. Therefore, airline companies agree that they need to identify customer needs in order to secure loyal customers more effectively. The outcomes from an airline's frequent flyer program can have a variety of effects on international competition. First, the airline can obtain a more dominant position in the air flight market by expanding its air route networks. Second, the availability of flight products for customers can be improved with an increase in flight frequency. Third, the airline can preferentially expand into new markets and thus gain advantages over its competitors. However, there are few empirical studies on the airline frequent flyer program. Accordingly, this study aims to explore the effects of the program on international competition, after reviewing the types of strategic alliance between airlines. Making strategic airline alliances is a worldwide trend resulting from the open skies policy. South Korea also needs to be making open skies agreements more realistic to promote the growth and competition of domestic airlines. The present study is about the performance of the airline frequent flyer program and international competition under the open skies policy. With a sample of five global alliance groups (Star, Oneworld, Wings, Qualiflyer and Skyteam), the study was attempted as an empirical study of the effects that the resource structures and levels of information technology held by airlines in each group have on the type of alliance, and one-way analysis of variance and regression analysis were used to test hypotheses. The findings of this study suggest that both large airline companies and small/medium-size airlines in an alliance group with global networks and organizations are able to achieve high performance and secure international competitiveness. Airline passengers earn mileage points by using non-flight services through an alliance network with hotels, car-rental services, duty-free shops, travel agents and more and show high interests in and preferences for related service benefits. Therefore, Korean airline companies should develop more aggressive marketing programs based on multilateral alliances with other services including hotels, as well as with other airlines.

• Journal of Digital Convergence
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• v.16 no.3
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• pp.291-301
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• 2018

Supply chain in service sector has been established on the premise that firms need to manage their process uncertainties to satisfy customers in an efficient manner. Information sharing and synchronization play key roles in minimize uncertainties from their involved supply chain. The duality of customers being inputs providers as well as consumers, differentiates service supply chains from manufacturing and is a challenging issue to traditional supply chain management. The service supply chain is a structured network which should be managed with supply chain theory and principles. Various key operations need to be carried out through a highly integrated and collaborated service supply chain and supporting information hub. The purpose of this paper is to present the issues and key components in the service supply chain, where the repetitive service is provided along the value chain, such as tourism, restaurant, mega-sized hospital supply chain.

• Journal of Digital Convergence
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• v.16 no.9
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• pp.81-90
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• 2018

The purpose of this study is to examine the current status of automobile logistics in the domestic automobile industry and to derive and evaluate the factors to improve the quality of automobile logistic services to final consumers. To that end, we selected the relevant factors through literature review and expert interviews, and conducted a survey with consumers and experts. The quality of automobile logistic service was evaluated using the Importance-Performance Analysis (IPA) method. The results show that the "kindness of shipping staff" is high on the importance of customers but low on the importance of employees. On the other hand, factors that have high customer satisfaction but low staff satisfaction include "rapid handling of complaints", "transportation accuracy of receipt", "kindness of delivery staff", and "automobile manual guide and explanation of internal functions". This study has academic and industrial significance in that it has derived important factors for evaluating the quality of automobile logistics services and suggests improvement measures for experts and consumers who actually work in the industrial field. Future research should investigate measures to minimize the returns and complaints of shipment offices which have not been examined in this study.

• Journal of Digital Convergence
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• v.12 no.3
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• pp.161-176
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• 2014

Social commerce is a new internet business model which are types of joint purchase, social link, promotion, and on-off association etc. The recent public organization has the dual target to increase sound finance, and to improve customer satisfaction and the quality of public service. The purpose of this study is to propose the strategy of public social commerce which makes it's customers become positive purchasers. We analyzed 31 public organizations, and found that the type of social link interlocking with SNS site in the various purpose of public, and the offline association type using the service of location base would be utilized very highly. We also found that the joint purchase type and the promotion type would be used in the area of public and private selective services intending to make a profit. The anticipated performance are as follows: rapidity and reliance, customer made thing and goodwill, convenience for the service environment quality, publicity and diffusion, and sales promotion, productivity increase and new finding of revenue model for the profit increase outcome.

• Journal of Digital Convergence
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• v.12 no.5
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• pp.69-78
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• 2014

This study deals with the digital policy proposal through the path modeling study on the effect of the strength of weak ties & emotional perception leading to the user's satisfaction, WOM between game users, and the verification on the effect of the emotional real name SNS on the social network game's diffusion. Researcher confirmed that the effect of the strength of weak ties & emotional perception led to the user's satisfaction, WOM of SNG. Even though weak tie, researchers estimate that the users emotionally interact with the real name relation effect of SNS. And effective factors for WOM are not a tie relationship or emotional interactivity of weak tie antecedently but user's satisfaction. As a result, though antecedent factors (weak tie & interactivity) had a positive effect as real name SNS, eventually powerful factor of making buzz was the SNG user's satisfaction. Thus researchers expect the practical policy proposition for government & corporation, which means SNG service providers more carefully manage the service satisfaction for WOM with SNG user's experience.

• Journal of Service Research and Studies
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• v.2 no.2
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• pp.1-21
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• 2012

e-R&D means conducting research and development with network or computer software in cyber space. Given the rapid technology paradigm shift and diversified customer needs, companies face the problem of new product and service innovation. This paper introduces the strategic view for e-R&D status, case examples, and e-R&D service. We state e-R&D adoption stages for strengthening the industry competitiveness and IT service utilization.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.17 no.2
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• pp.302-308
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• 2013

Internet is becoming more common with increasing cloud services have been spreading rapidly. A SLA is agreements between service providers and customers of service providers is how to ensure quality of service. SLA in cloud computing environments from the perspective of the IT service providers to customer satisfaction increase for service quality, it will need to differentiate between competing carriers QoS guarantees with SLA is a very important factor. However, the study of SLA in the cloud is staying in its infancy. In this paper, SLA indices for cloud services defining and use them SLA Management System for QoS guarantee has been implemented. The proposed system using monitoring-based migration policy an open source-based cloud computing platform which Cluster Nodes load distribution of virtual machines assigned to their availability, response time, throughput analysis of what affects and is compared with existing cloud.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.189-196
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• 2017

This study investigates customer satisfaction with full service carriers (FSC) and low cost carriers (LCC) using social media sentiment evaluation. From 2008 to 2016, a total of 77,591 tweets about two FSC and six LCC were aggregated and classified as per airline choice factors. Sentiment evaluation was employed to assess customer satisfaction by three appraisers. The results showed that customer satisfaction with LCC was significantly higher (p<0.001) compared to FSC. Furthermore, overall customer satisfaction with both FSC and LCC has been facing a consistent downward trend since the last seven years. The results also highlighted low customer satisfaction with respect to booking and flight operation factors, and a steep decline in customer satisfaction across booking, onboard services, and marketing factors for FSC. The results of this study have practical implications for the airline industry, which can use this quantitative data to improve customer satisfaction with FSC and LCC.