• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.1
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• pp.57-80
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• 2004

Resort Hotel Rate System was first introduced as an official guideline after Tourism Promotion Act, which enables the secretary of transportation to rate resort hotel by its facility and accommodation, was enacted on January 18, 1971. And the system was modified time to time to what we currently have after numerous revisions. However, the system has made a slow progress compare to the other countries system and have shown many potential problems that need to be improved. There is a problem that it is not even clear whether the act is as effective to apply it to rate any resort hotel in reality. The hotel rate system was first introduced in 1970's and changed ever since, and it also changed the private organizations to audit the decision. However, unlike the hotels in other countries, our hotel rating system is not focus on the customer's service and informations. It focus on the hotel's quality so that cause the problem whether the hotel is for customer or not In other different countries, they have some specific standard for evaluation of customer service based on customers' reference or needs. However, there is no evaluation part concerning on customer service in Korea. Also, even the hotel rating system is not based on the hotel waitress or waiter's service part. It means the system is almost focus on the hotel's qualities. Therefore, customer who needs hotel service, can not trust whether they can choose the hotels which gives the right informations and good quality services. Although hotel's physical layout is important, the service part is also important for evaluating the hotel entirely. There are a lot of things to develop and to be changed in order to develop tourism industry in the process of decision about Hotel's level in Korea Thus, this research will summarize some problems which are revised through the former research of hotel's level. And it will compare the system of hotel's level between Korea and developed countries in hotel industry Additionally, I will show current tourism industry in Korea. Finally, I suggest the improvement proposal for the level system of hotel in Korea and process of this system in the future.

• Journal of Internet Computing and Services
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• v.16 no.5
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• pp.93-98
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• 2015

IoT (Internet of Things) is recently burgeoning as business applications as well as ICT itself. Among the business applications of IoT, wearable devices are recognized as a leading area of customer devices. This research first identifies customer needs of activity trackers (fitness trackers), as one of representative wearable devices, and mapping the identified needs with the well-known marketing model of marketing mix (4 P's: Product, Price, Promotion, and Place). Survey was applied to university students for identifying current and potential needs for activity trackers. The needs were classified by 4 P's, and according to the results, different from other IT devices, activity trackers has more potential needs. Moreover, reliable distribution channels, offline and company owned shops were preferred, rather than online shopping mall by third parties. The results would provide some valuable implications to not only designers of activity trackers but also business management.

• Asia Marketing Journal
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• v.22 no.2
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• pp.87-98
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• 2020

HANSSEM is a furniture company that leads the market of residential space in Korea. The goal of this case study is to focus on how HANSSEM copes with IKEA, the world's largest furniture retailer after entering the Korean market in December 2014. IKEA's entry into Korea is possible to destroy the existing orders in the retail industry and reduce the profit of incumbent local players by realigning industry relationships. However, HANSSEM achieved rapid growth with the largest market share in the furniture market through its internal capabilities. The authors propose the main success factors in three ways: (1) residents-database including apartment floorplans in Korea, (2) high-quality human services provided by construction and A/S (After-sales Service), (3) channel diversification that provides comprehensive consultations (e.g., flagship stores, home shopping channels, stores in marts, and interior dealers). Especially, there have been various consumer needs in Korean market, such as creating their own stylish space economically. HANSSEM meets customer's needs by reinforcing the space-package (complete-interior is provided to customer in a package rather than combining individual piece of furniture) and opening showrooms, which makes customers freely experience the products and receive detailed consultations on interior designs by alleviating customers' difficulties in decorating their homes. Based on HANSSEM's outstanding activities and new investments, we look forward to seeing that HANSSEM will achieve its ultimate goal of maintaining the position of number one furniture company by attaining customer satisfaction through higher quality in Korea.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.5 no.4
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• pp.95-111
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• 2010

The development of competitive new product is essential in competitiveness power of modern enterprises. The enterprises need to develop new products for its continuous growth. In this paper, a new product development process which reflect voice of customer in design of the product is suggested. Delighters in Kano's quality model are applied in primary design step. In the main design step, we analyze that whether Kano's primary satisfiers satisfy the customer needs which was found using Timko's customer satisfaction coefficient. It is shown that Kano's delighters and Timko's customer satisfaction coefficient are very effective in new product development.

• Journal of Institute of Control, Robotics and Systems
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• v.6 no.2
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• pp.207-216
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• 2000

This paper introduces an effective system design method to develop a customer oriented product using a design optimization process and to select a set of critical design paramenters,. The process results in the development of a successful product satisfying customer needs and reducing development risk. The proposed scheme adopted a five step QFD(Quality Function Deployment) in order to extract design parameters from customer needs and evaluated their priority using risk factors for extracted design parameters. In this process we determine critical design parameters and allocate them to subsystem designers. Subsequently design engineers develop and test the product based on these parameters. These design parameters capture the characteristics of customer needs in terms of performance cost and schedule in the process of QFD, The subsequent risk management task ensures the minimum risk approach in the presence of design parameter uncertainty. An application of this approach was demonstrated in the development of weld quality monitoring system. Dominant design parameters affect linearity characteristics of weld defect feature vectors. Therefore it simplifies the algorithm for adopting pattern classification of feature vectors and improves the accuracy of recognition rate of weld defect and the real time response of the defect detection in the performance. Additionally the development cost decreases by using DSP board for low speed because of reducing CPU's load adopting algorithm in classifying weld defects. It also reduces the cost by using the single sensor to measure weld defects. Furthermore the synergy effect derived from the critical design parameters improves the detection rate of weld defects by 15% when compared with the implementation using the non-critical design parameters. It also result in 30% saving in development cost./ The overall results are close to 95% customer level showing the effectiveness of the proposed development approach.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.4 no.2
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• pp.81-86
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• 2003

There are many studies to measure and compare Korean foot length or foot shape. However, to make high-valued shoe product, it is not easy to find the research results about the shoe's products that include the customer requirements, price, and color. The purpose of this study is to investigate the customer's requirements for men's shoe product using the survey method, to analysis customer's needs, and to supply information to make the shoe that they want.

• Proceeding of Spring/Autumn Annual Conference of KHA
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• 2008.11a
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• pp.327-331
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• 2008

In Korea, welfare needs brought on by the rapidly growing of elderly population. Also, the senior group with spare time, wealth and health is increasing. Currently, the people have known about needs welfare system for improving quality of life during senescence personally and socially. In addition to the senior friendly industry, having distinction with simple approach medical services, will be great expanding after 2010. And there will be a new welfare services plan supporting long term care insurance for senior citizens. But we don't have prepared systematically organized senior friendly industry and products yet. So, the purpose of the study is to analyze systematically the classification characteristics of the senior friendly products according to the difficulty of daily living for senior citizens. Above all, the study finds out the senior friendly products characteristics according to the consumer's various situations about health and housing space. Therefore the result of the study reveals that the simulation guidelines for choosing the products depend on the customer's needs are essential and useful to improve senior friendly industry. And the post evaluation data of senior friendly products would be put to practical use in the industry.

• 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.

• Journal of Korean Institute of Industrial Engineers
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• v.32 no.2
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• pp.153-162
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• 2006

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. In this paper, potential customer satisfaction improvement (PCSI) index was developed using Kano model and CS coefficient. Timko has developed customer satisfaction (CS) coefficient based on Kano model. The PCSI index represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. In order to explain the meaning of PCSI index, a case syudy of a Family Restaurant is done. It is also discussed how to use the index strategically.

• 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.