• The Journal of the Korea Contents Association
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• v.14 no.11
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• pp.713-721
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• 2014

Main purpose of this study is to investigate the effect of the self-leadership of local public officials on the customer-oriented public service provision. Structural Equation Model was applied to analyze the relationship between self leadership and customer oriented public service attitude. Positive structural relationships between self-leadership and customer-oriented attitude was confirmed from empirical analysis. While variable job-satisfaction took intermediating role between self-leadership and customer-oriented attitude. The result implies that behavioral approach might be a more effective policy measure to improve citizen's satisfaction for public services. For a extended periods, Korean government introduced various institutional arrangements to improve the customer satisfaction for public service. However, the result was not satisfactory. The result of this study suggest behavioral approach to improve public service customer satisfaction.

• The Journal of the Korea Contents Association
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• v.15 no.8
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• pp.209-217
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• 2015

Main purpose of this study is to investigate the effect of the self core evaluation of local public officials on the customer-oriented public service provision. Structural Equation Model was applied to analyze the relationship between self core evaluation and customer oriented public service attitude. From theoretic point, establishing the relationship between psychological concept(self core evaluation) and attitude is contribution to existing literature in this area. Positive structural relationships between self core evaluation and customer-oriented attitude was confirmed from empirical analysis. While variable job engagement took intermediating role between self core evaluation and customer-oriented attitude. The result implies that organizational psychological approach might be a more effective policy measure to improve citizen's satisfaction for public services. For a extended periods, Korean government introduced various institutional arrangements to improve the customer satisfaction for public service. Hoever, the result was not satisfactory. The result of this study suggest psychological approach to improve public service customer satisfaction.

• Journal of Digital Convergence
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• v.13 no.9
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• pp.137-148
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• 2015

The objectives of this study identify the factors that affect the quality of MTS services, to determine the effects of these service quality factors on customer's satisfaction and customer's loyalty. The results are as follows: First, The Four factors, i.e., tangibles, reliability, responsiveness, and assurance, represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's satisfaction. Second, The Five factors, i.e., rapidness, tangibles, responsiveness, empathy, and assurance represent statistically marginal significance in explaining the relationship between MTS service quality factors and customer's loyalty. Third, There are some differences in assurance/period of utilization, empathy/period of utilization in using MTS services according to social statistics. This article provides the paradigm of new convergence on IT and finance.

• Journal of Digital Convergence
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• v.13 no.1
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• pp.163-176
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• 2015

The purpose of this research is to find out the service quality dimensions and detailed elements of a call center, and to study what relationship the service quality dimensions have with service recovery and customer royalty. This research set up the hypothesis and the research model to verify the relationship between the call center service quality and the service quality customer royalty for 139 people surveyed who experienced dissatisfactions. The result of the hypothesis verification shows that it has an influence on the counselors' service quality and service recovery processes of 3 call centers. The service recovery has en influence on the customer royalty. The result quality as a result remained for a customer after counseling can be called the ultimate purpose of using the call center for a customer, and the research shows that it has the largest influence on the service recovery of 3 dimensions of the call center service quality. In the relationship between the service recovery and the customer royalty, the service recovery has a meaningful influence on the customer royalty.

• Journal of Digital Convergence
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• v.8 no.4
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• pp.137-150
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• 2010

This study is to investigate the effects of medical service quality and service value by relationship on customer behaviors. The empirical findings of this study are summarized as follows. First, the findings on effects of medical service quality on relationship quality showed that rise in medical service quality resulted in a significant rise in relationship quality. Second, the findings on effects of service value on relationship quality verified that rise in service value had positive(+) impacts on relationship quality. Third, the findings on effects of relationship quality on customer behaviors verified that relationship quality had significant impacts on customer behaviors. Lastly, the findings of relationship with medical service quality, service value, and customer behaviors verified that relationship quality served as a parameter. The findings from the above study show that dental medical institutions have to seek more differentiated and various service strategies, continue to develop consistent service methods to meet customer's expectation, and enhance the reliability of customers in dental medical institutions in order to maximize the results of customer behaviors.

• Journal of Digital Convergence
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• v.19 no.11
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• pp.145-153
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• 2021

The purpose of this study is to present the current status and implications of companies in relation to the nature of CSR based on the theoretical background of corporate social responsibility (CSR). For consumers using mobile phones from Samsung, LG, and Apple, the impact of CSR components on corporate image, customer satisfaction, and customer citizenship behavior was analyzed. Economic responsibility, ethical responsibility, and philanthropic responsibility all have positive effects on corporate image. However, it was found that legal responsibility did not pay attention to the corporate image. And the corporate image was found to have a positive (+) effect on customer satisfaction and customer citizenship behavior. The results of this study suggest that companies need to devise a systematic CSR education system for their stakeholders.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.2
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• pp.117-129
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• 2005

This paper considers a make-to-order inventory-production system in which customer orders are admitted only when the number of outstanding customer orders is below a value committed by the system. We deal with general distributions for the customer order Inter-arrival, production, and replenishment lead time processes. Monotonicities of the optimal average cost with respect to these distribution parameters are established using sample path coupling arguments. When distributions are given as an exponential one, we implement a sensitivity analysis on the optimal inventory policy and show that it has monotonicities with respect to system costs using dynamic programming.

• Journal of Korean Institute of Industrial Engineers
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• v.32 no.4
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• pp.358-368
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• 2006

The significance of intellectual property in the knowledge-based society has been increasing and as a result, the patent customer's demand for a top quality patent administration service has increased as well. Therefore, Korean Intellectual Property Office(KIPO) adopted 6 sigma as a tool for KIPO's innovation to improve the quality of patent administration and enhance customer satisfaction. KIPO's steadfast promotion of 6 sigma resulted in many successful outcomes such as improvement of policy and service process from customer's point view, streamlining the administrative procedures, increased work efficiency, capability enhancement of core personnel, and so on. Since 6 sigma has proved itself to be equipped with features suitable for innovation in public sector, it can be used as an extensible innovation tool to meet the challenges in rapidly changing administration environment and to achieve a competitive edge.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.8
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• pp.1170-1181
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• 1999

본 연구의 목적은 미국 의류점포의 판매규정과 고객의 점포에 대한 기대가 판매원과 소매점에 대한 만족과 평가에 미치는 영향을 조사하는 것이다 미국에 거주하는 한국 소비자들을 대상으로 먼저 시각적으로 분위기가 다른 두 점포에 따른 고객의 서비스에 대한 기대를 측정하기 위해 슬라이드를 보여주고 의류업체의 판매규정에 따른 의류에 관련된 문제상황을 설명해주는 시나리오(판매원 노력에 의한 문제 해결 또는 소비자 노력에 의한 문제해결)를 읽게 한 후 설문지를 작성하게 하였다 그 결과 업체의 판매규정이 판매원의 서비스에 대한 만족도와 평가 의류점포서비스에 대한 만족도와 평가에 영향을 미치는 것으로 나타났다.

• Journal of Digital Convergence
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• v.6 no.1
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• pp.93-104
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• 2008

In situation of rapid growth of internet shopping recently, impulse purchase of customer is being appeared social problem, specially college student customers. The Purpose of this study was empirically examine the factors affecting customer impulsiveness buying in the internet shopping mall. The data were collected via a self-administered questionnaire from 298 male and female students who have shopping experience on the internet shopping mall, living in Seoul and Kyoungnam province. The major finding of this study are summarized as follows. First, the characteristics of internet shopper(search tendency) and impulsiveness buying has significant relationships. Second, the characteristics of internet shopping mall(convenience, marketing stimulus) had influence on customer's impulse purchase behavior.