• Journal of Digital Convergence
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• v.10 no.11
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• pp.673-680
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• 2012

The purpose of this study is to investigate the moderating role of customer and supplier participation in the relationship between new product/service development processes and product/service innovation. The research result shows that the high customer participation plays the moderating role in the relationship between strategy design and product/service innovation. Thus, if customers give ideas in the strategy design process, the probability of new product/service innovation will be increased. The conclusions and implications are discussed.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.413-420
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• 2021

The study aims to measures the service quality of Islamic banking in Malaysia from non-Malaysian customers' perspective based on the six different dimensions of the SERVQUAL model, namely, Shariah, assurance, reliability, tangibles, empathy and responsiveness. This study surveyed 100 non-Malaysian respondents from 25 different countries who have first-hand experience with Islamic banking services in Malaysia. The collected data were analysed by using the SPSS v23 for reliability analysis and descriptive statistics. The results indicates that customers' impressions of Islamic banks' service quality in Malaysia did not meet their standards. The independent variables, namely, compliance, assurance, reliability and empathy have positively affected customer satisfaction, while two dimensions, namely, tangibility and responsiveness does not significantly influence non-Malaysian customer satisfaction in the Islamic banking system in Malaysia. The findings of the study suggested that the Islamic banks should develop and obey the customer perception's policy by following customers' expectations and the results are also expected to include recommendations for improving the level of satisfaction of the Islamic banking system's foreign clients in Malaysia. Since this study was limited to Islamic banks in Malaysia, the findings may not be applicable to other traditional banks.

• Journal of Distribution Science
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• v.19 no.4
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• pp.25-35
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• 2021

Purpose: This study aims to analyze the factors affecting customer satisfaction in the customer reviews of omni-channel, posted on Internet blogs, cafes, and YouTube using text mining analysis. Research, data, and Methodology: In this study, frequency analysis is performed and the LDA (Latent Dirichlet Allocation) is used to analyze social big data to respond to reviewers' reaction to the recently opened omni-channel shopping reviews by L Shopping Company. Additionally, based on the topic analysis, we conduct a sentiment analysis on purchase reviews and analyze the characteristics of each topic on the positive or negative sentiments of omni-channel app users. Results: As a result of a topic analysis, four main topics are derived: delivery and events, economic value, recommendations and convenience, and product quality and brand awareness. The emotional analysis reveals that the reviewers have many positive evaluations for price policy and product promotion, but negative evaluations for app use, delivery, and product quality. Conclusions: Retailers can establish customized marketing strategies by identifying the customer's major interests through text mining analysis. Additionally, the analysis of sentiment by subject becomes an important indicator for developing products and services that customers want by identifying areas that satisfy customers and areas that evoke negative reactions.

• Journal of Digital Convergence
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• v.8 no.2
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• pp.89-102
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• 2010

The present thesis aims to analyze in consideration of recent changes in teaching environment in the universities the commercial digital contents and e-learning courses provided by the libraries, and to propose the ways to encourage university library service needed under the current situation. A survey of professors and students upon the quality of commercial digital contents service provided by the libraries in I University was made to measure its influence upon e-learning courses. The quality of commercial digital contents service provided by libraries was measured through Digital Library Service Quality Index (which will be referred as DL-SQL Model from here), which is used as a model to examine the Digital Library Service, with partial adjustments of 4 levels (information system service, digital books service, customer service quality, and customer community service) and 7 components (search possibility, an exclusive organization and interface, accessibility, digital books, customer support service, personalized service, and customer community). Among the library services in regard to digital contents, "customer service" and "customer community service" were analyzed to have stronger influence upon e-learning teaching and studying than quality-based service for "information system" and "digital books". Consequently, it is concluded that customized information service provided by the library for the professors who teach e-learning courses and their students is more influential to supporting e-learning courses than quantity pushing service through purchasing commercial digital contents, upon which the direction of digital contents policy to provide library services for e-learning courses should be based.

• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Journal of Applied Reliability
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• v.6 no.3
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• pp.195-203
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• 2006

This paper deals with cost analysis model in periodic maintenance policy. The repair policy with minimal repair is considered as follow : as the occurrence of failure between minimal repair and periodic interval time, unit is replaced by a new unit before the periodic maintenance time comes. Then total expected cost per unit time is calculated according to time delta t in a view of customer's. The total expected costs are included repair and usage cost : operating, fixed, minimal repair, periodic maintenance and new unit expected cost. Numerical example is shown in which failure time of item has Normal distribution.

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.3
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• pp.111-127
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• 2004

We consider a supply chain model with a make-to-order production facility and a single supplier. The model we treat here is a special case of a two-echelon inventory model. Unlike classical two-echelon systems, the demand process at the supplier is affected by production process at the production facility as well as customer order arrival process. In this paper, we address that how the demand variability impacts on the optimal replenishment policy. To this end, we incorporate Erlang and phase-type demand distributions into the model. Formulating the model as a Markov decision problem, we investigate the structure of the optimal replenishment policy. We also implement a sensitivity analysis on the optimal policy and establish its monotonicity with respect to system cost parameters.

• IE interfaces
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• v.16 no.spc
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• pp.33-38
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• 2003

In this paper we study the delivery policy of internet bookstores and recommend the improved policy to increase customer satisfaction and sales revenue. We classify customers into two, the price-sensitive and the delivery time-sensitive, and develop a new shipping method, the unhurried shipping, for the price-sensitive who are reluctant to pay shipping fee for the small purchase but willing to wait extra time for the ordered goods. The customers could get discount on shipping fee by the unhurried shipping but have to accept the longer delivery lead-time. We investigate the possible ways to reduce costs with the prolonged delivery time and show that some costs regarding shipmentand inventory could be saved in order to make up for additional shipping costs for the price-sensitive.

• STI Policy Review
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• v.8 no.2
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• pp.94-109
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• 2017

Entrepreneurship is a creation of new combinations of goods and services. Today, every aspect of business operations has been changing, which we call development. The conventional business included production and manufacturing of goods and serving things the customer needed. Today, the business has changed form so that the demands of customers are shaped by the good or service which has been created by the businesses. Entrepreneurship in Mongolia is not a new concept but nowadays the number of entrepreneurs in Mongolia has grown sharply. Mongolia was a nomadic culture during its history and is probably the only nomadic culture left in the world today. Mongolian herders are the largest and the most powerful representation of successful entrepreneurs in Mongolia. Another practice of herders in the world are in Australia. Along with a comparison of the policy and government support system of Australia, this study intends to assess how 6 factors of the entrepreneurial ecosystem fit herders in Mongolia. As a result of this assessment, we propose policy to support the entrepreneurial mechanism of herders and identify cultural factors which support the existence of herding.

• Journal of Digital Convergence
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• v.12 no.4
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• pp.75-84
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• 2014

MVNO(Mobile Virtual Network Operator) promotes service competition in mobile telecommunication market and provides various service and opportunities for consumers. This study attempts to identify MVNO Service users' motivational and dissatisfying factors in relation to their willingness for continued use of the service 새 activate MVNO service. Use motivation factors are found as customer service, user interface, easiness, economical efficiency, and dissatisfying factors are handset quality, customer service, social influence. Economic efficiency factor had an affirmative influence on the sustained use motivation of the service users. Among dissatisfying factors, users had a negative influence when they recognize that their neighboring people does not use MVNO service. Policy authorities concerned must excavate a new plan to improve distribution structure of handset and reduce wholesaling cost of the MVNO service. It is necessary for MVNO service provider to develop a new business model so that users can recognize MVNO service not as inferior service but as rational and attractive service.