• Journal of Korean Home Economics Education Association
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• v.22 no.3
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• pp.129-145
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• 2010

In this study, when buying fashion products through internet shopping malls, it is researched about the buying behavior, the awareness of customer review, the use and posting of customer review and the accompanying awareness. The difference of awareness on the customer review according to their involvement of clothes, are examined from high school students in Seoul. And it is examined if they experienced any dissatisfaction after their purchase and what their behavior were. The questionnaire survey was taken by 508 students from 6 high schools in Seoul. The average, the standard deviation, the frequency, the t-test, the One way ANOVA and Duncan's Multiple Test were conducted for data analysis using SPSS 17.0. In the fashion products purchase behavior of the students, The reasons of buying were mainly because of the diversity and the convenience. Some students don't shop online because screen product and actual product are not the same. The awareness of the customer review represented high in the reliability and usefulness. The awareness on the influence of the customer review represented high in the contents direction and the numbers of the customer reviews but represented low in the timeliness. As to the awareness of the customer review, the student using it represented higher in all elements such as the usefulness, the reliability, and the influence than students who not use customer review. The students posting customer review recognized higher on the usefulness and the reliability of the customer review than those who did not post it, and were highly influenced by the numbers of customer reviews. The awareness of the customer review according to the involvement of clothes was the difference only in the usefulness. As to coping actions of students experiencing dissatisfaction, the proportion of the students coping with the public action and those who do not perform any action represented high.

• Industrial Engineering and Management Systems
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• v.8 no.2
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• pp.72-79
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• 2009

The ultimate goal of inventory management is to decide the timing and the quantity of ordering in response to uncertain demands. Recently, some researchers have focused upon an impact of distortions in the information, e.g., customer order cancellation, on an economical inventory policy. The customer order cancellation is considered a kind of distortions in demands, because a demand that is eventually cancelled is equivalent to a phony demand. Also, there are some additional distortions in the inventory information. For instance, the procurement of suppliers may include some nonconforming items as a result of imperfect production and inspection by the suppliers, and/or damage in transit. The nonconforming item should be considered a kind of distortions in the inventory information, because the nonconforming item is equivalent to a phony stock. In this article, we consider an inventory model under the situation that customers can cancel their orders and the procurement of suppliers may include some nonconforming items. Then, we introduce the customer order reservation into the inventory model for the purpose of avoiding the costly backlogs, because the customer order reservation gives retailers a period to fulfill customer's requests. We formulate a periodic review (s, S) inventory model and investigate the economical operation under the situation mentioned above. Further, through the sensitivity analysis, we show the impact of these distortions and the effect of the customer order reservation on the inventory policy.

• Journal of Information Technology Services
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• v.7 no.1
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• pp.45-62
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• 2008

This review examines the rapid growth of qualitative and quantitative of telecommunication industry for past couple of years from customer's viewpoint. Most of the telecommunication products were positioned in the market by the businesses and government's support, but the entity of telecommunication products were never interpreted from the user's viewpoint. Even though, various kinds of telecommunication services have been actively discussed by businesses, government, and IT professionals, it has not been sufficiently discussed by the marketing academia where they need to focus a lot on customer's utility. For the purpose of providing an insight of the telecommunication service marketing strategy, this study looked over old and new directions of growth, failure and evolution of services by focusing on two main pillar of communication business, which is high-speed internet and mobile phone service. Additionally, the research explains and mentions the limit and trend of the telecommunication service marketing, and the future research task that needs to be solved.

• East Asian Journal of Business Economics (EAJBE)
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• v.5 no.1
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• Journal of Korean Society for Quality Management
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• v.30 no.4
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• pp.120-136
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• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.18 no.8
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• pp.2137-2156
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• 2024

Customer reviews are the second-most reliable source of information, followed by family and friend referrals. However, there are many existing customer reviews. Some online shopping platforms address this issue by ranking customer reviews according to their usefulness. However, we propose an alternative method to rank customer reviews, given that this system is easily manipulable. This study aims to create a ranking model for reviews based on their usefulness by combining product and seller service aspects from customer reviews. This methodology consists of six primary steps: data collection and preprocessing, aspect extraction and sentiment analysis, followed by constructing a regression model using random forest regression, and the review ranking process. The results demonstrate that the ranking model with service considerations outperformed the model without service considerations. This demonstrates the model's superiority in the three tests, which include a comparison of the regression results, the aggregate helpfulness ratio, and the matching score.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.1
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• pp.191-205
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• 2012

A book review is one of the most important sources of information which provide the descriptive and evaluative contents about books. Reviews have great influence on consumer behavior because they are believed to be more reliable than information provided by sellers. Readers who read a book review includes information about book decide whether they will buy or not. This study examines customer attitude change by book reviews with regarding to different type of information sources(experts and prior customers) and different directions of messages. We address the following research questions: (1) Can positive book reviews with credibility have a positive impact on acceptance of books? (2) Can negative book reviews with credibility have a negative impact on acceptance of books? The results shows that a credibility is an essential factor for affecting customers' mind. When positive book reviews were written, both expert and customer opinions have a positive impact on acceptance of customers. Given negative book reviews of experts, trustworthiness is more important than expertise. However, a objectivity of customer's reviews is more important.

• Journal of Information Technology Services
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• v.17 no.3
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• pp.1-16
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• 2018

There exist a number of studies pertaining to the determinants of customer satisfaction between low-cost and full-service carriers in the airline industry. Most studies measured service quality using SERVQUAL based on a survey method. This study offers a new perspective by employing a big data analytic approach using SNS data, which reflects the immediate response of customers as well as trends in real time. This study chose eight factors from TripAdvisor's customer review site as determinants of customer satisfaction and compared the differences between low-cost and full-service airlines. The factors analyzed were seat comfort, customer service, cleanliness, food and beverage, legroom, entertainment, value for money, and check-in and boarding. Additionally, ratings from domestic and foreign customers were compared. The findings show that customer service and value for money are significant factors in satisfaction with low-cost airlines while all variables except legroom and entertainment are significant for full-service airlines. The results show that SNS-based data and analysis of big data are important for improving decision-making effectiveness and increasing customer satisfaction in the airline industry.

• Korean Management Science Review
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• v.20 no.1
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• pp.149-163
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• 2003

The emergence of Internal has established a huge virtual exchange market, and the innovative e-commerce has changed a way of distributing goods and services. This paper concerns the issues of customer's loyalty to maintain the customer retention between individual and Internet shopping mall. We use the concept of customer's perceived value, satisfaction, and trust, in order to explore and explain the formation process of customer loyalty. A survey data has been collected through the hep of internet research institution. A statistical analysis shows that a subset of customer's perceived value has positive Impact on satisfaction, which in turn has also positive influence on trust, Increasing the level of customer's loyalty. We also provide a brief discussion of strategic guidelines about analytic results.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.77
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• pp.305-327
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• 2018

Export Intermediaries engage in an exporter's side transaction with an importer's side, both of which are customers of these intermediaries. Therefore, dyadic perspectives implied in conventional theories of customer orientation should be revised to apply to a triadic relationship systemin indirect export settings. The present manuscript proposed that customer orientation of export intermediaries consists of total customer orientation toward both the exporter and importer sides and customer orientation asymmetry, which is customer orientation in favor of the exporter relative to the importer side, and examines the antecedents and outcomes of these orientations. It is posited that each side attention increases total customer orientation and customer orientation asymmetry toward exporters or importers. These positive effects would be weaker when importers and exporters interact directly versus indirectly and would be stronger when the offering prices vary versus remain stable during negotiations. Lastly, total customer orientation would increase export intermediaries' performance by itself and in interaction with customer attention. Nonetheless, orientation asymmetry would increase their outcomes in line with customer attention.