• 한국철도학회:학술대회논문집
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• 한국철도학회 2007년도 춘계학술대회 논문집
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• pp.1948-1953
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer's needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• Journal of Information Technology Applications and Management
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• 제24권1호
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• pp.111-128
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• 2017

Existing studies for recommender have focused on recommending an appropriate item based on the customer preference. However, it has not yet been studied actively to recommend purchase timing for the repurchase product despite of its importance. This study aims to propose MLP and RNN models based on the only simple purchase history data to predict the timing of customer repurchase and compare performances in the perspective of prediction accuracy and quality. As an experiment result, RNN model showed outstanding performance compared to MLP model. The proposed model can be used to develop CRM system which can offer SMS or app based promotion to the customer at the right time. This model also can be used to increase sales for repurchase product business by balancing the level of order as well as inducing repurchase of customer.

• 한국철도학회논문집
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• 제10권3호
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• pp.350-354
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer‘s needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• 동아시아경상학회지
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• 제7권2호
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• pp.31-41
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• 2019

Purpose - This paper examines the major antecedents of customer loyalty for mobile operators in a developing country in Africa especially in Nigeria. This study tests 5 hypotheses about the relationships among service quality, customer satisfaction, trust, and customer loyalty. Research design and methodology - In order to collect the sample data, online survey was conducted via email and social media network. The samples were collected from 415 random respondents. The statistical analyses were done for both assessing the reliability and the validity and testing 5 hypotheses of this study. SPSS version 21 was used for empirical analysis. Results - Service quality has a significant effect on customer satisfaction and service quality has a significant effect on trust also. Customer satisfaction has a significant effect on trust and customer satisfaction has a significant effect on customer loyalty also. Trust has a significant effect on customer loyalty. All of 5 hypotheses were supported. Conclusions - The results of the study show that it is important for marketing managers to manage service quality, customer satisfaction, and trust for improving customer loyalty in mobile service industry. This study also provides some implications for mobile service managers about the importance of customer retention and customer loyalty.

• 한국프랜차이즈경영연구
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• 제9권4호
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• pp.7-19
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• 2018

Purpose - Recently, global management in Korea franchise industry is becoming an important keyword. As an important branch market, Chinese market plays a major role not only by making experience of the competitiveness among global brands which offers a foothold to become a top global brand, but also by actualizing an economies of scale in production, sales, etc. Therefore, it is necessary to identify key successful factor influencing customer evaluation and responses of Korean franchise restaurant targeting Chinese consumers in China context. The purpose of this study is to examine the effects for Korean franchise restaurant selection attributes on perceived value, customer satisfaction and customer loyalty in Chinese context with SmartPLS 3 and Artifical Neural Network(ANN). Research design, data, and methodology - For these purposes, the authors developed several hypotheses. A questionnaire survey was conducted on the panel of online survey companies for Chinese consumers who have visited Korean franchise restaurants. A total of 404 data were analyzed using structural equation modeling(SEM) and artifical neural network(ANN) with SPSS 22.0 and SmartPLS 3.0. Result - The findings of this study are as follows: First, the alternative model findings show that facilities & atmosphere, employee service, and menu influenced on utilitarian value, customer satisfaction, and customer loyalty directly. Second, employee service influenced on customer satisfaction. Third, menu influenced on hedonic value. Fourth, brand reputation influenced on utilitarian value. Fifth, hedonic value increase customer satisfaction and customer loyalty. Sixth, hedonic value increase customer loyalty. Seventh, customer increase customer loyalty. And, the ANN analysis shows that utilitarian value is the first most important factor influencing customer satisfaction, followed by hedonic value, facilities & atmosphere, menu and employee service. However, the ANN analysis shows that customer satisfaction is the first most important factor influencing customer loyalty, followed by utilitarian value, hedonic value, brand reputation, menu, and employee service. Conclusions - This study provides practical implications for enhancing customer satisfaction and customer loyalty by applying the ANN technique that complements the limitations of the linear structural relationship analysis using the proposed model and the alternative model. In other words, the SEM-ANN model provides guidelines on how Korean franchise restaurants should formulate facilities & atmosphere, employee service, and menu mix strategies in China. In addition, ANN 's analysis shows that restaurant brand reputation plays a pivotal role in increasing customer loyalty. The fact suggests that Korean franchise companies should establish their domestic brand reputation prior to their entry into overseas markets such as China.

• 한국정보통신학회논문지
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• 제17권10호
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• pp.2439-2446
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• 2013

최근 스마트 폰 출현과 함께 인터넷 검색, 트위터, 페이스북 등의 SNS(Social Network Service) 가 폭발적으로 성장하고 지속적인 IT 발달로 인해 새롭게 창출, 유통되는 정보 즉, 빅 데이터가 기하급수적으로 증가하고 있다. 또한 기업 간의 경쟁이 날로 심화되어 가고 있는 가운데 효율적인 경영을 위해서는 시시각각으로 변하는 고객의 니즈를 파악하기 위해 그 어느 때 보다도 고객피드백이 필요한 시대이다. 이를 위해 다양한 고객의 목소리가 담겨 있는 소셜 빅 데이터는 꼭 필요한 자원이기 때문에 모바일 스마트 혁명의 핵심 자원인 빅 데이터를 어떻게 분석, 활용 할 것인지 많은 기업들의 관심이 집중되고 있다. 소셜 빅 데이터의 데이터 수집과 분석은 버즈(Buzz) 모니터링이라는 시스템을 통해 이루어지고 있다. 본 연구에서는 빅 데이터를 분석하는 버즈모니터링에 대해 고찰해 보고 실제 버즈모니터링을 통해 얻은 고객평판 사례를 제시하여 그 결과를 분석하고 시사점을 고찰해 본다. 의료기관 평판 사례분석 결과 각 병원과 평가항목에 따라 호감도가 다르므로 해당병원에서 구체적인 고객의 반응을 실시간으로 파악하여 개선점을 찾을 수 있다.

• 품질경영학회지
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• 제47권1호
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• pp.97-108
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• 2019

Purpose: The purpose of this study is to propose a new Risk Priority Number(RPN) evaluation method which analyzes value of product functions by mining customer opinions in Social Network Service(SNS). Methods: A traditional RPN is measured by three evaluation standards (Severity, Occurrence, Detection) which are analyzed by manufacturing engineers and researchers. On the other hand, these standards are analyzed by customers' viewpoints through SNS opinion mining in this research. In order to extract customer feedbacks from textual data sets, the methodology in this paper implies natural language processing, hereby collecting product related data sets and analyzing the opinions automatically. An emotional polarity of an opinion indicates severity, while the number of negative opinion shows occurrence, and the entire number of customer opinion refers to detection. Results: The results of this study are as follows; As a result of the CRPN evaluation, it is confirmed that the features evaluated as risky are highly likely to be improved in the next series. Therefore, CRPN is an effective risk assessment model that reflects customer feedback. Conclusion: Reflecting customer feedback is a useful tool for risk assessment of the product as well as for developing new products and improving existing products.

• Journal of Korea Trade
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• 제25권5호
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• pp.19-38
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• 2021

Purpose - This study aims to verify the direct causal relationship between cost competitiveness and global network competitiveness, which are the tangible service quality factors determined by the shipping company, which in turn affect the shipper's customer satisfaction. Additionally, we empirically investigate the intangible, related service qualities determined by shipping companies, such as operational competitiveness and customer relationship quality, and how these then positively affect customer satisfaction through the formation of trust. Therefore, we examine the mediating effect of trust formation among different contractors for shipping services. Design/methodology - In order to examine the shipping company's tangible and intangible service-qualities perceived by the shipper on customer satisfaction and the process of trust formation between contractors, we collected valid data from 114 respondents out of 200 distributed questionnaires. The respondents consisted of domestic freight forwarders who engage with domestic and international shipping and logistics agencies. Descriptive statistics, confirmatory factor analysis, reliability, convergent and discriminant validities, common method bias, and PLS-SEM (partial least square-structural equation model) were analyzed using the program STATA 16. Findings - The findings of this study are as follows. First, our results showed that all hypotheses assumed in this study had statistically significant supporting evidence. Second, it was found that the mediating effect of trust was significant in affecting the quality of intangible service- qualities for customer satisfaction. Third, through supplementary analysis, we found that the global network competitiveness of domestic shipping companies will increase in importance in the future. In conclusion, the theoretical and practical implications of these findings are presented. Originality/value - This study reaffirmed the traditional causal relationship between customer satisfaction and tangible service quality. Additionally, we also contribute to the literature on the understanding of the causal relationship between trust formation and customer satisfaction through intangible interactions from a long-term perspective.

• 한국전자거래학회지
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• 제5권2호
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• pp.49-60
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• 2000

A major topic in the field of network and telecommunications is doing business on the Word Wide Web(WWW), which is called Electronic Commerce(EC). Another major topic is blending Artificial Intelligent techniques with the WWW. To provide customer with the information of goods in suit with a customer liking, we propose multi agent system which is consist of customer agent and search agent etc. Also we use case-based reasoning for customer liking searching the information of goods and training through the reuse. This reuse make efficient management of information and a process of operation. In the relation between customer and goods, if there are some goods which is not search from case-base reasoning, we calculate satisfaction function for customer purchase goods. And to provide customer with the information of goods in the first of satisfaction function, This EC system can always provide the information of goods which is satisfied to customer.

• Asia pacific journal of information systems
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• 제11권4호
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• pp.27-41
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• 2001

CRM is at the core of any customer-focused business strategy and includes the people, processes, and technology questions associated with marketing, sales, and service. In today's hyper-competitive world, organizations looking to implement successful CRM strategies need to focus on a common view of the customer using integrated information systems and contact center implementations that allow the customer to communicate via any desired communication channel. A CRM solution contains a number of sophisticated tools that enable to extract detailed information about customers. This information can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customers' needs and target new products to particular customer groups. This paper presents an approach for forming the product-customer groups using neural networks for customer relationship management. The Carpenter-Grossberg's neural network, which has been used for manufacturing cell formation in group technology, is modified and applied for product-customer group formation. As a result of numerical experiments, it is also useful for more complex problems in which customers have different preferences for each product.