• 한국프랜차이즈경영연구
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• 제8권1호
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• pp.31-41
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• 2017

Purpose - As the domestic coffee market is rapidly growing and competition is intensifying, coffee shops need to establish a marketing strategy that grasps the needs and desires of consumers in order to secure a competitive advantage in terms of survival. From this point of view, this study suggests what choice attributes consumers consider when visiting coffee shops, and analyzes the effect of customer choice attributes on franchise and private coffee shops using fsQCA. Research design, data, and methodology - In the present study, we tried to understand the effect of the combination of choice attribute on satisfaction by the type of coffee shop based on the complex system theory, while studying the existing coffee shop choice attribute focuses on the causal relationship. FsQCA is a complementary analytical method between quantitative and qualitative research, and is a method for effectively analyzing the complex combination of causal variables. Result - The results of the study are as follows. First, cleanliness was found to be the most important factor in determining coffee quality, which is the most important factor affecting customer satisfaction. Second, customers who prefer franchise coffee shops seem to be most concerned about atmosphere, menu, cleanliness and price. On the other hand, customers who prefer private coffee shops consider image the most important. Conclusions - The implications of this study are as follows. Overall, coffee shops should manage cleanliness basically regardless of the type of store, but they should manage the choice attributes differently depending on the type of coffee shop. Franchise coffee shops will be able to increase the level of store satisfaction by systematically managing the store atmosphere, menu, cleanliness, and price according to the manual using the advantages of the franchise system. On the other hand, unlike the franchise coffee shops, private coffee shops can operate autonomous stores, so customers can use various marketing mixes to enhance their store image.

• Journal of applied mathematics & informatics
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• 제39권1_2호
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• pp.173-196
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• 2021

This paper treats a retrial queue with phase type retrial times and a threshold type-policy, where each server is subject to breakdowns and repairs. Upon a server failure, the customer whose service gets interrupted will be handed over to another available server, if any; otherwise, the customer may opt to join the retrial orbit or depart from the system according to a Bernoulli trial. We analyze such a multi-server retrial queue using the recently introduced threshold-based retrial times for orbiting customers. Applying the matrix-analytic method, we carry out the steady-state analysis and report a few illustrative numerical examples.

• 통상정보연구
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• 제9권3호
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• pp.33-57
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• 2007

This study tests e-business performance difference of the inter group by strategy type through the cluster analysis, after confirming the linear relationship between the e-business strategy type and its performance. According to the result of the study the effect on the e-business performance reveals to differ by the e-business strategy type. That is to say, while the firm's information system performance, e-business realization and the inter group competition dominance are affected positively by the e-process strategy, web application strategy and customer attracting strategy. This confirms that the information system performance, the realization performance and the competition dominance are affected by e - business strategy type. The key factor leading to the success of e-business is the commitment of e-process strategy and web application strategy. For the case of the customer attracting strategy the result shows the importance of the strategy. In the cluster group analysis, the additional analysis, the effect is seen to be more powerful in the firm's information system performance, e - business realization and securing the competition advantage for the case of the multiple strategy than that of single one. Accordingly, the firm needs to adopt the multiple strategy suited for the characteristic of the firm rather than the single strategy.

• 패션비즈니스
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• 제22권3호
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• pp.122-142
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• 2018

In the virtual fitting system, the use of a 3D avatar is not a simple garment model, but it should be able to reproduce the size and shape of the customer using a fitting system. Although various virtual fitting systems have their own 3D avatar sizing systems and provide 3D avatars that match the size of the customer, there are limitations in realizing the actual body shape in actual use by the consumer. The purpose of this study is to realize a 3D avatar with excellent size and conformity for customer use. Therefore, this study aims to provide basic data for the formation of a 3D standard avatar of Korean women aged in their 20's, by comparing and analyzing the degree of the consumer user friendly system change of a body type, and the consumer's ability in selecting a consumer representative body type. Based on the survey data of 'Size Korea' conducted from 2004 to 2015 at three times, we examined the change of body shape over 10 years. Then, based on the results of 6th and 7th data, 4 factors of the concurrent body shape change of women of the consumer demographic studied were selected through the use of a factor analysis. Following this analysis, the 4 extracted factors were clustered again and finally released 7 representative body types, which were obtained based on height and weight. The size of each representative figure is derived by the use of a regression analysis, and it is used as a basic data for 3D avatar formation of the virtual fitting system.

• 농촌계획
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• 제24권1호
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• pp.89-97
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• 2018

Recently, interest in rural tourism for urban dwellers has increased, and rural communities are chosen as tourist destinations. Under these circumstances, the study was designed to analyze the effects of the quality of service at rural stay sites on customer satisfaction and recommendation intention. The analysis method analyzes the demographic characteristics of the survey participants and characteristics of participation in rural stay. And the quality of service for the experience of rural stay was analyzed with SERVQUAL'S five-dimensional type, reliability, assurance, responsiveness, empathy, tangible and customer satisfaction, intent of recommendation and regression. Major analysis shows that the survey subjects were found to have an average age of 41.8 years, 49 to 59 years old, and a high degree of university graduation. And as characteristic of participation, the form of company was family and relatives, the form of family meeting was many summer, the reservation was Internet, and payment by cash and card were many. As a result of the hypothesis testing, reliability, assurance, responsiveness, and empathy among the quality of service of rural stay were affected in customer satisfaction. In addition, the quality of service and the intent to recommend it were statistically significant, reliability, assurance and empathy. Therefore, it is deemed necessary to make efforts to improve service quality as the quality of service at rural stay places has relevance to customer satisfaction and recommendation intention.

• Asia pacific journal of information systems
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• 제13권1호
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• pp.23-46
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• 2003

Today ordinary consumers have the option of buying the products/services through Internet commerce, home shopping, or traditional commerce. This study compares the means-ends objective measures comprising the customer satisfaction with each type of commerce. Means objective variables consist of product variety, impulsive buying, comparison shopping, product information, and accuracy of transaction. Ends objective variables include convenience, safety, time saving, cost reduction, and shopping enjoyment. Results of data analysis indicate that ends objective variables are directly related with the behavioral intention of customers, and that each type of commerce has its own pros and cons which in turn provides the basis for differentiated customer satisfaction.

• 보건행정학회지
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• 제20권3호
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• pp.1-20
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• 2010

Objectives : This study is purposed to segment dental service markets with reflecting customer's preference and to suggest some marketing strategies applied to each segmented market. Methods : The customer's data collected from a series of online survey comprise such factors as expertise of dentist, courtesy, clinic size, equipment, price and distance, including some socio-demographics. A conjoint analysis and a clustering analysis with estimated coefficients were performed to find out some dental market segments for three dental service types such as dental caries, esthetic treatments and dental implants. Results : Three or four market segments for each dental service type are derived from the analysis, and subsequently market characteristics for each derived segment are explored. Furthermore, some dental marketing strategies for each segment are suggested for better management. Conclusion : A conventional way of developing dental marketing strategies can be improved, while specific customer's preference are responded.

• International Journal of Contents
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• 제5권1호
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• pp.9-14
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• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

• 동아시아식생활학회지
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• 제17권5호
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• pp.727-737
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• 2007

The aims of this study was to suggest a new efficiency measurement indicator for evaluating the management efficiency of decision making units(DMUs) in the contract foodservice industry. The data envelopment analysis(DEA) model which considers multiple inputs and outputs and looking for benchmarks, was used to compare the productivity of DMUs. We considered sales, profits, and customer satisfaction as output variables and it adopted food cost, labor cost and administrative expense as input variables. The results of applying DEA revealed relatively efficient types of business and service types. The efficiency of school units was highest and the mired service type was the most efficient one. In this study the CCR model efficiency was analysed with profit and the customer satisfaction index by the matrix method. DEA efficiency was correlated with profit but there was no correlation between DEA efficiency and the customer satisfaction index.

• 유통과학연구
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• 제11권5호
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• pp.43-53
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• 2013

Purpose - The purpose of this study is to analyze the effectiveness of customer relationship management (CRM) support policies for facilitating traditional markets, especially with respect to customer acquisition and maintenance, and to investigate the factors affecting CRM. Research design, data, and methodology - We analyzed the CRM efficiency of traditional markets in 16 cities and provinces in Korea on the basis of DEA analysis and Malmquist productivity analysis. The DEA model calculates a ratio of the weighted mean of various inputs to the weighted mean of various outputs and measures the efficiency of a specific decision making unit (DMU), which is compared to the reference group that has a similar input-output structure. The input variables are coupon, event, parcel service, premiums, while is the number of customers per day. Further, through regression analysis, we analyzed CRM-related factors affecting traditional markets' customer appeal and revenue growth. Results - We obtained the results of the efficiency of traditional markets in 16 provinces. The traditional markets in Seoul, Busan, and Jeju were found to be efficient in a model CCR that used the number of customers per day as an output variable, while Chungbuk, Jeonbuk Province, and According to the results of the DEA analysis and Malmquist productivity analysis, large cities such as Seoul, Busan, and Jeju showed efficiency in CRM-related investment businesses in traditional markets for attracting customers. The Malmquist analysis results confirmed that the productivity of traditional markets increased from 2008 to 2010. The results of the regression analysis revealed that the "customer acquisition/maintenance factor" and the "offering of customer convenience facility factor" were significant to the daily average number of customers, which is a dependent variable. The results of the test with the mediating variable, "number of customers," and the final dependent variable, "sales revenue," were rejected. However, the variable "customer acquisition /maintenance" was found to affect sales revenue positively. Conclusions - It is necessary to enhance the business not only for promotional activities to attract customers, but also to strengthen customer relationships among CRM businesses, such as through the management of key customers. The regression analysis results showed that CRM businesses have yet to produce an increase in sales revenues in traditional markets. Therefore, to help customers who visit traditional markets to keep buying products, it is necessary to prepare various investment methods and provide support to improve "customer loyalty." This study has a limitation in terms of CRM-related statistics. Therefore, in the future, it is necessary to conduct a survey of customers who use traditional markets to analyze the markets by type and size as well as the CRM-related factors. Based on the analysis, we will try to perform a variety of statistical analyses, including structural equations.