• Journal of the Korea Safety Management & Science
• /
• v.21 no.2
• /
• pp.15-23
• /
• 2019

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.

• Journal of Distribution Science
• /
• v.19 no.1
• /
• pp.89-103
• /
• 2021

Purpose: This study is to explore how Netflix Customers' Engagement was influenced by Instagram Content, Perceived Price, Exclusivity, and Motivation in the context of Media Streaming and the role of Willingness to Subscribe as the mediating variable. This study underlines millennial's willingness to engage and the form of engagement. Research design, data, and methodology: The data for this research were collected from 100 Netflix's Millennials subscribers who follow @netflixid Instagram. All the results were analyzed and verified using SEM-PLS. Results: Research findings indicated that Willingness to Subscribe, Exclusivity, Motivation, and Instagram Content positively influenced Customer Engagement among Netflix millennials' subscribers. In contrast, Perceived Price had a negative effect on Customer Engagement. Conclusions: As a consequence, the exclusivity that Netflix offers to its audience by a recommendation algorithm has been proven to increase the engagement. This study also disclosed that the most definite form of positive engagement shown by Netflix millennials' subscribers is a behavioral aspect, where they positively recommend Netflix (word of mouth). The study findings can be a reference for the media streaming industry in their efforts to strengthen the engagement with their customers, especially the millennials, and provide knowledge about consumer behavior in digital technology.

• Journal of Distribution Science
• /
• v.22 no.7
• /
• pp.83-94
• /
• 2024

Purpose: This article aims to investigate the influence of pricing and distribution on the level of satisfaction and purchase decisions among consumers of pharmaceutical products in Kazakhstan. Research design, data, and methodology: A mixed-methods research design was utilized, incorporating primary and secondary data. Primary data were collected through a survey administered to customers across various pharmacy types, with 100 valid responses analyzed. Secondary data involved an extensive review of existing literature and analysis of national statistics concerning the pharmaceutical market trends from 2008 to 2022. Results: The results reveal a complex relationship between price perceptions and customer satisfaction. A significant segment of the population views current drug prices as high, which affects their satisfaction levels and purchase decisions. The study also highlights the importance of service quality in enhancing customer satisfaction, suggesting that service improvements could mitigate some of the negative perceptions of pricing. Conclusions: This research contributes to the limited but growing body of knowledge on the impact of pricing strategies on consumer satisfaction in the pharmaceutical sectors of developing countries like Kazakhstan. Focusing on economic and behavioral aspects, this study provides a more holistic understanding of the factors driving consumer satisfaction and purchase behaviors in this critical sector.

• Asia Marketing Journal
• /
• v.10 no.2
• /
• pp.125-151
• /
• 2008

Both companies and consumers are highly interested in on-line customer reviews which enable consumers to share their experience and knowledge about products. In this study, after classifying real reviews into context units and deriving categories, we analyzed differences between categories based on channel(manufacturers' homepage/ shopping mall), product attribute(search/experience) and price(high/low). The method to derive categories is based on roughly adopting constructs of ACSI model and elaborate and repetitive classification of real reviews. We set up the classification category with 3 levels. Level 1 consists of product and service, level 2 consists of function, design, price, purchase motive, suggestion/user-tip and recommendation/repurchase in product and AS/up-grade and delivery/others in service and level 3 is composed of details of level 2 of category. We could find remarkable differences between channels in all 8 items of level 2 of category. As the number of context units in homepage is more than in shopping mall, we found reviews in homepage is more concrete. Moreover, overall satisfaction in review was higher at homepage's. Also, in product attribute dimension, we found different patterns of reviews in design, purchase motive, suggestion/user-tip, recommendation/repurchase, AS/up-grade and delivery/others and no difference in overall customer's satisfaction. In price dimension, we found differences between high and low price in design, price and AS/up-grade and no difference in overall customer's satisfaction.

• Proceedings of the Korean Institute Of Construction Engineering and Management
• /
• autumn
• /
• pp.333-336
• /
• 2001

The future industry, intangible assets, like expertise, customer satisfaction, and employee's volition and capability, create more company value than any other components. The company's outcome mostly depends on managing these intangible knowledge assets. Construction industry is trying to adapt knowledge management system to manage their knowledge assets, but Hey do not build up knowledge assets definition and knowledge assets classification as much as other industries do. Most researches related knowledge assets classification are not concentrated on construction industry so it is need to define knowledge assets and establish knowledge assets classification of construction based on construction characteristics and informations. With this research result, construction knowledge assets classification can be the basis of knowledge asscts evaluation and knowledge map for knowledge management system.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.11 no.5
• /
• pp.77-90
• /
• 2016

This study is to examine the importance of site selection and service quality in franchise business as food service franchise became one of the fastest-growing service industries today. The chief finding of this study is as follows: First, a survey in locational and service quality factors affecting food service franchise shows that responders are more concerned with hygiene and visibility of the store than proximity and transportation advantages which reflects low statistical significance, thus the distance did not seem to be a big problem for the responders in the context that they mostly visit nearby food franchise. Second, the examination of the influence by the service quality factors and customer satisfaction shows significant positive relation with customer response, speed and accuracy, and accuracy factors which reveals that the responders prefer prompt response and swift judgment toward the customer's needs and expectations, professional knowledge services to the credibility factors in which little correlation with the customer satisfaction were found. Third, the examination of the influence by the service quality factors, locational factors, and re-visit reveals that customer response and specialty showed statistically significant correlation with intention of WOM (Word of Mouth) and revisit, which suggests that swift judgment and response toward the customer's needs and expectations, professional knowledge services is of great importance to both customer satisfaction and revisit. The study on the aspects of locational and service quality factors affecting franchise industry's customer satisfaction was conducted as above, an investigation in both factors' influence on the customer satisfaction was made, and based on the results of the analysis, this research seeks an optimal operation strategy of a franchise business. Food service franchise are relatively very competent to business adminstration and reaction capability to consumption changes due to the already established market, and there are stores springing up everywhere inspired by the founders who are too confident of their success in the franchise business. However, it is necessary for the franchise beginners to figure out a zone oriented, regular customer oriented business strategy than just complying with the head office manual. Owing to an increasing trend of opening medium to large sized stores and investments in the wake of converting to multiple business type Korean food franchise, there is growing need to set up new concept of store development and operational management strategy in order to overcome the excessive competition and limited sales volume of the old-fashioned small sized, small capital franchise stores. Furthermore, as most business category of food service franchise serve very similar menus, from a product differentiation point of view, it is required to map out flexible sales concept including the adoption of competitive and low-price strategy. In conclusion, as is shown in the analytical research, the customers' optimal choice fluctuate over their preferences like customer convenience and circumstances rather than insisting on specific brand, thus it will be necessary for the franchise stores to draw up aggressive strategy and planning in running food service franchise to maximize their profits.

• Korean Journal of Computational Design and Engineering
• /
• v.11 no.2
• /
• pp.77-87
• /
• 2006

It is necessary to change the existing design process to cope with a short life-cycle product and various customer's demands. Also a frequent design change may delay the whole design process and it will increase the unit cost of the production. New alternatives or techniques have emerged to solve the existing design problems, such as a knowledge based engineering, an intelligent CAD, a function based design, and so on. In this paper, we propose a hybrid design system with a knowledge based design methodology and a function based design technique. The knowledge based design is good at a frequent design change and the function based design is effective to extract a core design behavior. In an early design process, the system utilizes a core design behavior through the function based design process. On the other hand, the system manages complicated design issues with the knowledge based design technique in the detailed design process. We conclude that the hybrid design system can bring fair effects on implementing an efficient design environment in aspect of time and expense.

• Journal of the Korean Institute of Intelligent Systems
• /
• v.13 no.3
• /
• pp.366-370
• /
• 2003

In this research, we suggest a hybrid intelligent Web recommendation systems based on Web data mining and case-based reasoning (CBR). One of the important research topics in the field of Internet business is blending artificial intelligence (AI) techniques with knowledge discovering in database (KDD) or data mining (DM). Data mining is used as an efficient mechanism in reasoning for association knowledge between goods and customers＇ preference. In the field of data mining, the features, called attributes, are often selected primary for mining the association knowledge between related products. Therefore, most of researches, in the arena of Web data mining, used association rules extraction mechanism. However, association rules extraction mechanism has a potential limitation in flexibility of reasoning. If there are some goods, which were not retrieved by association rules-based reasoning, we can＇t present more information to customer. To overcome this limitation case, we combined CBR with Web data mining. CBR is one of the AI techniques and used in problems for which it is difficult to solve with logical (association) rules. A Web-log data gathered in real-world Web shopping mall was given to illustrate the quality of the proposed hybrid recommendation mechanism. This Web shopping mall deals with remote-controlled plastic models such as remote-controlled car, yacht, airplane, and helicopter. The experimental results showed that our hybrid recommendation mechanism could reflect both association knowledge and implicit human knowledge extracted from cases in Web databases.

• Proceedings of the Korean Society of Precision Engineering Conference
• /
• 2005.10a
• /
• pp.440-443
• /
• 2005

The wide spread of internet business recently necessitates recommendation systems which can recommend the most suitable product fur customer demands. Currently the recommendation systems use content-based filtering and/or collaborative filtering methods, which are unable both to explain the reason for the recommendation and to reflect constantly changing requirements of the users. These methods guarantee good efficiency only if there is a lot of information about users. This paper proposes an algorithm called 'demand articulate & integration' which can perceive user's continuously varying intents and recommend proper contents. A method of knowledge classification which can be applicable to this algorithm is also developed in order to disassemble knowledge into basic units and articulate indices. The algorithm provides recommendation outputs that are close to expert's opinion through the tracing of articulate index. As a case study, a knowledge base for heritage information is constructed with the expert guide's knowledge. An intelligent recommendation system that can guide heritage tour as good as the expert guider is developed.

• Journal of Information Technology Applications and Management
• /
• v.27 no.1
• /
• pp.97-109
• /
• 2020

It is expected that the Fourth Industrial Revolution will have a great impact on the manufacturing industry, especially as it will cause big changes in industry, economy as well as socio-cultural. To cope with this situation, each country is promoting the policy of cultivating its manufacturing. This study derives the effect of the fourth industrial revolution on product lifecycle management for smart manufacturing through expert's cognitive analysis. The knowledge area of product lifecycle management is divided into Project Portfolio Management, Collaborative Product Design, Customer Needs Management, Direct Material Sourcing, Product Data Management, Digital Manufacturing & Engineering, R&D Foundation, New Product Development through academic research. The expert survey was conducted in five different perspectives: Importance, Insufficiency. Then, using the results of the survey and the academic research the implication about Product Lifecycle Management were derived. The significance of this study is that it derives the change areas and factors of the product life cycle management knowledge domain in preparation for the fourth industrial revolution according to the perspective of importance and insufficiency.