• KSCE Journal of Civil and Environmental Engineering Research
• /
• v.32 no.6D
• /
• pp.533-538
• /
• 2012

The purpose of weighting traffic management strategies is to reach strategic goal through intended and balanced implementations. The AHP is commonly used technique to derive perspective and strategic goals, and to give priorities to them in a organization. In this study, perspective and strategic goals are derived through surveys and interviews with staffs of a traffic management agency. And then, priority of perspective and strategic goals is performed through the AHP. In this study, three things were identified. Firstly, it was found weighting perspectives such as values for customers, future, activity, and performances were in sequence performed. The value for customers were ranked the first. Secondly, it was found increasing of customer- centric thinking and values of eco- friendly system are the highest weighting in strategic goal. Third, it was found increasing of customer-centric thinking is the most important in headquarters and regional headquarter. But, Values of eco-friendly system is ranked as the most important in opinion of branch office's staffs. It was also identified that depending on the working places, such as headquater and branch offices, the response differs.

• Journal of Venture Innovation
• /
• v.1 no.2
• /
• pp.61-73
• /
• 2018

Many studies have focused on improving the predictability of influential variables in the area of customer services. For a long time, customer satisfaction index(CSI) were the best matrics of customer loyalty. In 2003, net promoter score(NPS) was introduced and in many cases this matrics was more predictive than CSI. In 2010, customer effort score(CES) was introduced and in the service areas this matrics was more predictive than CSI and NPS. This study compared with 3 matrics based on the criteria which composed of basic assumptions, time perspective, measuring items, objectives of matrics, application areas, and limitations of application. The dominant matric which was applied in all functions and industries was not exited. For the purpose of improving predictability, single or compound matrics are useful according to industries and usage.

• Journal of Digital Policy
• /
• v.2 no.1
• /
• pp.21-30
• /
• 2023

Current research and practice have increasingly sought to focus on approaches to facilitate innovation due to its expanding growth of the experience economy over the past decade. Normally, customer experience design aims to maximize the effectiveness of positive experience with a brand or company's touchpoints when customers make a purchase as well as use a certain product or service. In order to design a product or service that can provide varying levels of experiences, there needs more beneficial design process strategies to help resolve the changing nature of customer experience. Design process is one such approach that provides designers as well as researchers across various academic disciplines as an integral source of creativity, driving innovation and growth. In this regard, this study aims to look specifically at the nature of customer experience and attempts to understand what extent that design process in both practice and theoretical perspective can assist in customer experience improvement. As a further consequence, this study will focus on implementing the idea of circular design into the customer experience process, namely the Circular CX Design Process-which is expected to increase effectiveness and efficiency in addressing customer needs and demands as well as delivering positive experiences at various touchpoints along the customer journey.

• Journal of Distribution Science
• /
• v.17 no.10
• /
• pp.17-26
• /
• 2019

Purpose - This research investigates the old marketing mix approach to satisfaction and loyalty from the perspective of research subjects of Samsung brand smartphone cases through empirical testing involving product quality, price, distribution channel variables as antecedent variables. Research design, data, and methodology - This study emphasizes the empirical/quantitative concept by using a survey as a data collection tool. The number of samples used was 179 eligible respondents who used Samsung smartphone devices for more than five years. Statistical testing tools use PLS with several testing stages such as the classical assumption test to the hypothesis testing stage. Results - The nine hypotheses proposed, as many as two hypotheses were proposed, namely intervening relationships involving Price and Distribution channel variables on customer satisfaction and customer loyalty. Conclusions - Product quality is the essential component affecting customer satisfaction and loyalty while distribution channel is a complementary component that is no less important to measure the extent to which customer satisfaction expectations and customer loyalty are realized for the product quality of the products that have been produced and marketed. The price component is not the only reason to make consumers satisfied and loyal.

• Journal of Information Technology Services
• /
• v.20 no.4
• /
• pp.35-52
• /
• 2021

Nowadays data-based decision making is emerging as the center of the business environment paradigm, but many companies do not have data-driven decision-making systems. It has also been studied that using an expert's intuition in decision making can be more efficient in terms of speed and cost, compared to analytical decision making. The goal of this study is to analyze customer churn factors using a group of experts within a financial company from the viewpoint of decision-making efficiency. We applied a debit card 'A', product of the National Credit Union Federation of Korea. The churn factors of all the financial expert groups were examined. Also. the difference in each group (management support, card recruitment, customer service group) was analyzed. We expect that this study will be helpful in the practical aspects of managers whose environments is lack data-oriented infrastructure and culture.

• Asia-Pacific Journal of Business
• /
• v.9 no.3
• /
• pp.25-35
• /
• 2018

Research addressing international new ventures' social responsibility activities is scarce. Specifically, researchers have little account for the effects of an international new venture's social responsibility efforts on the outcomes of relationships with local customers in emerging economies. Against this background, we attempt to extend the boundaries of an understanding of the effects of international new ventures' social responsibility engagement on local customers' loyalty through customer trust and customer identification in emerging economies. Based mainly on the stakeholder theory and the relationship marketing theory, our study conceptualize two facets of international new ventures' social responsibility efforts: ethical and philanthropic corporate social responsibility engagement. In addition, we identify positive customer relationship-building mechanisms for each facet. Furthermore, our study presents an empirically testable propositions that would explain how international new ventures' social responsibility efforts influence the outcomes of relationships with local customers in emerging economies. Finally, this manuscript provides a discussion of the present study' implications for theory and practice and limitations that naturally lead to future research on international new ventures' social responsibility activities in developing economies.

• Korea Science and Art Forum
• /
• v.30
• /
• pp.427-440
• /
• 2017

The objective of this study is to explore differential effects of the sustainability perceived by domestic and international participants in the MICE (Meetings, Incentive Travel, Convention, and Exhibition) held in the Republic of Korea and to examine the relationship between customer loyalty and perception of the sustainable MICE. In this study, 30 sustainability variables for the MICE were extracted and tested by the factor analysis, representing four underlying dimensions: economic sustainability, social sustainability, environmental sustainability and event sustainability. The results revealed that significant differences in these four dimensions of the sustainable MICE were perceived by domestic and international participants. The largest difference were perceived by domestic and international participants with respect to the environmental sustainability factor. The mean scores indicated that international participants tended to give higher evaluations than domestic participants. Second, there were statistically significant relationships among economic, environmental, and event sustainability factors and customer loyalty from the perspective of international participants. For domestic participants, only event sustainability had a vital relationship with customer loyalty. The study implied how policy makers and the MICE managers should adopt four dimensions of sustainability to establish a harmonious and sustainable MICE practices.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.46 no.2
• /
• pp.109-115
• /
• 2023

This paper studied the problem of determining the optimal inventory level to meet the customer service target level in a situation where the customer demand for each branch of a nationwide retailer is uncertain. To this end, ISR (In-Stock Ratio) was defined as a key management indicator (KPI) that can be used from the perspective of a nationwide retailer such as Samsung, LG, or Apple that sells goods at branches nationwide. An optimization model was established to allow the retailer to minimize the total amount of inventory held at each branch while meeting the customer service target level defined as the average ISR. This paper proves that there is always an optimal solution in the model and expresses the optimal solution in a generalized form using the Karush-Kuhn-Tucker condition regardless of the shape of the probability distribution of customer demand. In addition, this paper studied the case where customer demand follows a specific probability distribution such as a normal distribution, and an expression representing the optimal inventory level for this case was derived.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.32 no.1
• /
• pp.137-146
• /
• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.

• The Journal of the Korea Contents Association
• /
• v.16 no.4
• /
• pp.195-203
• /
• 2016

This study examined customer's purchase decision-making processes in a coffee chain context. We posit customer satisfaction, brand image, and perceive value as key drivers of forming customer's repurchase intention. From the perspective of multidimensional perceived value concept, the effects of utilitarian, hedonic, and social value on customer's decision-making processes were investigated. The proposed model was empirically tested by using survey data collected from 232 university students who often visit several coffee chains. LISREL has been used to perform these analysis. The proposed theoretical model accounts for 67% of the variance in repurchase intention and 73% of the variance in customer satisfaction. The analysis results indicate that customer satisfaction and brand image play an important role in forming customer's repurchase intention. Further, utilitarian and hedonic values significantly affect customer's repurchase intention, whereas social value negatively influences it.