• Journal of the Korean Society of Food Science and Nutrition
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• v.38 no.9
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• pp.1271-1278
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• 2009

The purpose of this study was the improvement of satisfaction for school foodservice customers through analysis of the importance and performance of school foodservice quality and the understanding what factors affected customer's loyalty. The questionnaire was distributed to three hundred students at five high schools in Busan. Students evaluated the factors of importance and performance, the order of importance was sanitation> food> service and then, the order of performance was sanitation> service> food. Gap analysis resulted 4.39 for importance factors and 2.51 for performance factors; importance scores were higher than performance scores at all areas (p<0.01) and the sanitation factor gap was the biggest gap compared to all others. Each factor's analysis resulted that the gap analysis order was taste> balance of main & sub side dish> diversity of food in food area, quick react to customer complaint> reflection of customer proposal and recommendation> provide better service than competitor in service area, sanitation of food> cleanness of tableware> cleanness of container in sanitation area. The average score of customer's loyalty was 1.66 and female' score was significantly higher than male (p<0.001). Food, service and sanitation had a significant correlation to customer's loyalty than service (p<0.01), food (p<0.05), and sanitation (p<0.05) affected customer's loyalty significantly. So, intensive control is needed in the sanitation area which had the highest gap analysis result between importance and performance in food service. Especially, service factor was very important in explaining customer's loyalty, so service improvement through training is needed to improve student's satisfaction.

• Management & Information Systems Review
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• v.3
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• pp.47-76
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• 1999

Management Information System(MIS) User satisfaction, which was introduced at the earlier 1990's, has become a core way of strategic method. But domestic companies have little experience toward this concept and the methodological knowledge was not cumulated yet. So the definition of User satisfaction, as well as the validity and objectivity toward the estimation, is being under discussion In this report we will contain the contents as follows, 1) investigate limitations of exposed theories about Methodology, 2) look into the situations and handicaps of User satisfaction estimation which is being used in practical domains on company, 3) search for the better way in application through comparative analysis between case study of customer satisfaction structure by structural equation model and by ordinary estimation model. We have conclusions through model that Index values like GFI AGFL RMR are accepted as within limited range for estimating validity of used model. so we can expect to use the results for deduce accurate User satisfaction index. Therefore satisfied Users became lesser at complaint behavior instead higher at repurchase likelihood, while unsatisfied Users became lower. Results as above are accordance with the previous studies, and that proves ACSI model to be applied toward local MIS Users' case. Even though the scopes of this research are restricted in domestic market of MIS Users, ACSI model itself has developed with the purpose for compatibility toward inter-company and inter-industry. So this model can be applied beneficially in the future study to analyse the extent that latent variables affect to User satisfaction.

• Journal of Convergence for Information Technology
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• v.10 no.2
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• pp.39-48
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• 2020

Many studies have been conducted to analyze factors that affect customer satisfaction, and service quality improvement in the parcel delivery industry. Most of these studies have a limited number of respondents using methods such as surveys and interviews. Therefore, this study aims to supplement the shortcomings of previous studies, by searching and analyzing the common major topics related to the complaints pointed out by consumers and suppliers in the parcel delivery service with cases of consumer counseling, and articles that reflect the complaints of workers in the industry. In addition, by analyzing the trend of these topics, we attempted to discover new topics and suggest implications. In conclusion, topics such as delay/lost/wrong deliveries as well as the fierce competition in the parcel delivery industry, turned out to be central aspects. As a result of the topic trend analysis, talks with international couriers have recently increased, and many conflicts related to apartment parcel delivery have been dealt with. The topics presented in this study are mainly focused on the contents of previous studies, but we expect that new and valuable topics can be derived by adding other data and analysis methods, such as internal counseling and academic literature.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.2
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• pp.1-13
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• 2014

This study is preliminary founding start-ups of restaurant entrepreneurs to study the characteristics of management in order to provide useful information was studied. Survey period is from 2013 March 15 to August 31. About the nature of the preparation and establishment founder findings restaurant entrepreneurs of Western Gyeongnam area were most often in the form of an independent establishment has been compiled, work experience and other industries operating experience was more than restaurant entrepreneurs of operating experience. Hypothesis Testing in accordance with results of this study are as follows. First, the 50 founders than 30 founders quickly when the customer complaint or that service, order food and non-food note is issued after obtaining the order or that provide food, no customer is often inconvenient check the sharing services, such as personnel activities were devoting a lot of effort. Second, the re-startups restaurant entrepreneurs than new startups restaurant entrepreneurs was founded after the founder of career-related customer complaints about food more active coping was, and re-startups restaurant entrepreneurs by the founder other than business founded by the founder of the food-related customer complaints more aggressively for coping, respectively. Third, restaurant entrepreneurs of the store operations management has integrity, words and actions match, such as the degree of belief in the promise of reliability and the possibility of failure, which means the degree of recognition and response efforts are having an impact deal. Fourth, restaurant of food service management services and after-sales service has impact on the founder of the self-efficacy and self-efficacy of pre-service features and reliability founder affecting. Fifth, the revenue of the restaurant for dealing with customer complaints management includes efforts are having an impact. Sixth, restaurant founder of reliability and customer care has influenced the self-efficacy. Seventh, management of operational management activities have a positive impact on business performance are.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2008.05a
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• pp.939-942
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• 2008

In this study, some useful implications related to mobile RFID service will be given to the mobile communication service providers and staff in charge through developing and assessing the evaluation dimensions considering quality, value, and customer's satisfaction, complaint and loyalty in mobile RFID service which is in trial service stage. For this purpose, web based survey was performed for general customers who had experienced mobile RFID trial service, 350 pieces of collected samples were analyzed, mobile RFID service was assessed with the tool of SPSS 12.0k, and the difference to customers' characteristic was analyzed. On the basis of the result through the empirical research, before commercial launch, serviceable implications such as service improvements which can be obtained through the evaluation result of mobile RFID service were provided for the staff and the managers in charge of mobile communication service.

• Korea Journal of Hospital Management
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• v.18 no.1
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.

• Transactions of the Korean Society of Automotive Engineers
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• v.25 no.2
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• pp.133-139
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• 2017

The timing chain system, which is a typical power transmission technology applied to a vehicle, has been widely used by the automotive industry because it is normally designed to last a car's lifetime. However, the timing chain system may cause some problems due to the shape of the chains and the polygonal behavior on contact between the chain and the sprocket. In addition, noise and vibration caused by transmission error are the most typical problems encountered by major automotive manufacturers and they are considered as the main source of customer complaint. The initial tension of the chain-sprocket system is thought to be the main cause of transmission error, and it is regarded as the source of engine vibration and noise. The initial tension of the chain system should be controlled carefully since a low initial tension can cause twisting, which may lead to a system malfunction, while a high initial tension can reduce the service life due to a worn down contact surface. In this paper, the kinematic analysis model is generated with various initial tensions, which are controlled by changing the shape of the fixed guide with the largest contact surface with chain. The results showed that the transmission error was minimized on a particular range of initial tension, and the tendency showed that the error changed with a higher sensitivity at a lower initial tension.

• Journal of the Korean Society of Marine Environment & Safety
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• v.21 no.6
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• pp.721-728
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• 2015

Due to paradigm shift in administration, the field of police administration, like its civilian counterpart, is spending effort to improve customer-oriented civil complaint service system, and this is leading to a negative factor in service providers, emotional labor, among police officers. This study examines amount of emotional labor of maritime police officers, and verify the effects of emotional labor on exhaustion. Results show maritime police officers experience about the same amount of emotional labor as other public workers, and emotional labor has effects on work exhaustion. In other words, perception of incongruity of emotion has positive effects on exhaustion on cynical attitude. Attention to emotional expression has negative effects on decrease of job effectiveness. As such, if the problem of emotional labor is neglected, it leads to exhaustion and can become a significant obstacle to performance due to negative organizational influence. Also, it can lead to serious physical and mental problems on the individual level. Therefore, policy implementation to prevent this problem is necessary.

• Journal of Families and Better Life
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• v.30 no.6
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• pp.167-181
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• 2012

This study analyzed consumer's harsh complaining behaviors and firm's reactions toward consumers' harsh complaining behavior, and investigated the differences in the firms' reactions according to the characteristics of counselors and customer service centers. In addition, this study attempted to find a strategy and provide guidance regarding consumer's harsh complaining behaviors. The results of this study are discussed below. First, consumer's harsh complaining attitudes were expressed by crude language, violent language, threats, personal attacks, and claims of a high-ranking social position. Consumer's directive, complaining behaviors were repeated on the telephone, and threats of prosecution or disclosure to the public, exposure of habitual product returns, and requests for interviews with superiorsat the representative firm were made. Second, a firm typologies according to its reaction style toward a consumer's harsh complaining behaviors were as follows: Group 1, having a neutral attitude toward consumers and preparation thoroughly regarding their demands; Group 2, having a negative attitude toward consumers and some degree of preparation toward consumers' demands; and finally, Group 3, having a positive attitude toward consumers but offering insufficient reparation regarding consumers' demands. Third, female counselors, counselors having a certified counselor's license, and those much experience working in labor work were more likely to be in Group 3. Male counselors, part-time counselors, and those having experience of many years were more likely to be in Group 2. Group 1 were more likely to have large number of workers at customer service centers, male counselors, and to have large numbers of educational training programs related to the reactions of consumers in the form of dissatisfaction, complaints, how to offer compensation for injuries to consumers, and issues related to PL(product liability). In addition, Group 1 also had more firm level welfare policies related to hight stress levels of consumer counselors and extra types of support regarding harsh consumers. However, Group 2 members were more likely to provide excessive compensation and rewards to harsh consumers. Finally, to react to consumer's harsh complaint efficiently, it was suggested that firms should not treat consumers as harsh consumers, should react to consumers' complaints sincerely, and should take precautionary management efforts as regards consumer dissatisfaction based on better quality control of products. In addition, it was deemed necessary to formulate a management strategy to train competent consumer counselors with a high quality of counselor skill, having standardized and consistent reaction guidance toward consumer complaints and thorough knowledge of compensation rules for consumer injuries and subsequent guidance.

• CRM연구
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• v.2 no.2
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• pp.71-88
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• 2009

The purpose of this thesis is to examine the effects of e-CRM activities by the internet shopping mall companies on the purchase activities of purchase customers and the potential customers. The internet shopping companies utilize e-CRM to systematically identify customers' varying demands, and to utilize the results as marketing tools, thus producing a significant effect on the potential customers by generating customer feedback through e-Community. Contrary to their intention, however, cognitive dissonance can occur through e-Community, which may lead to customers' complaints. If these complaints are not properly managed and settled in a timely manner, they can be transferred to other potential customers, and the conformity phenomenon could be created by other complaining customers. Findings obtained through this thesis are as follows: If cognitive disharmony is created by customers who purchased products through the internet shopping malls, this can lead to private complaining behaviors, and subsequently, these behaviors are formed through e-Community. If the internet shopping mall companies do not take any timely and proper measures to intervene in the stage of private complaining behaviors in the first place, these behaviors will immediately escalate into the public complaining behaviors. Furthermore, the complaints will be transferred to other potential customers, ultimately resulting in their swift expansion. In other words, contrary to intention of the internet shopping mall companies, e-CRM does not facilitate the potential customers purchase decision, it rather affects them to postpone or withdraw their purchase decision. Accordingly, the internet shopping mall companies are required to manage e-Community with extreme care, and they should promptly respond to the complaining customers so that e-Community can function properly.