• Journal of Technology Innovation
• /
• v.28 no.2
• /
• pp.37-61
• /
• 2020

This research aims to empirically examines the effects of competition factors on satisfaction and its on repurchase intent for SME's technology development products in the public procurement market, and to empirically verified the moderating effect of policy conformity. The result shows that the competition factors all have a significant positive effect on satisfaction, and that satisfaction has a significant positive effect on the intent to repurchase. In addition, the policy conformity shows a significantly moderating effect in the relationship between competitive factors and satisfaction and also, there was a significant difference in repurchase intention according to the buyer's innovativeness. This research has important implications that it provides innovative SMEs with practical implications for establishing marketing strategies in the public procurement market and extending the study of customer satisfaction centered on the private market to the public purchase market.

• Journal of Internet Computing and Services
• /
• v.9 no.2
• /
• pp.51-59
• /
• 2008

As the innovative IT are being developed and applied in the e-business environment, firms are recognizing the fact that amount of customer information is providing care competitive edge. However, sensitive privacy information are abused and misused, and it is affecting the firms to require appropriate measures to protect privacy information and implement security techniques to safeguard carparate resources. This research analyzes the threat of privacy information exposure in the e-business environment, suggest the IPM-Trusted Privacy Policy Model in order to resolve the related problem, and examines 4 key mechanisms (CAM, SPM, RBAC Controller, OCM) focused on privacy protection. The model is analyzed and designed to enable access management and control by assigning user access rights based on privacy information policy and procedures in the e-business environment. Further, this research suggests practical use areas by applying TPM to CRM in e-business environment.

• Proceedings of the Korean Institute of Communication Sciences Conference
• /
• 2006.07a
• /
• pp.644-644
• /
• 2006

• The Journal of the Korea Contents Association
• /
• v.9 no.12
• /
• pp.245-252
• /
• 2009

The electrical power industry has been recognized as a natural monopoly industry for its technological and industrial characteristics. However, a competitive market system has been introduced to that industry in Europe, North America and Australia to overcome the inefficiencies originated from the monopolistic system for decades. In Korea, the power industry is expected to be placed in a competitive market system within several years after separation and privatization of vertically integrated industry in progress. Hence, there is a need for a research on the increase of customer value in that industry, however, existing studies have little dealt with that problem and there is no research on the price policy to consider churn and retention of customers. Therefore, this study provides a methodology for increasing customer loyalty and lifetime value by presenting the lowest pricing plan which leads to diminishing customers' cost. It is verified through an empirical examination that firms can enhance customer loyalty using a price element in that industry and maximize their profit by finding out customers whose lifetime values would increase.

• Journal of Intelligence and Information Systems
• /
• v.7 no.1
• /
• pp.177-197
• /
• 2001

This paper is aimed at proposing a data mining-driven analysis to manage the customer defection rate in the bank. After 1997 IMF crisis, Korean banks were suffering from hard-pressed restructuring. At the heart of such restructuring effects, there was the need to manage the customer more effectively than ever. So far, many banks in Korea used to a poor management of customers without any highly-skillful techniques. In line with this argument, we propose several data mining techniques to determine more effective technique far managing customer deflection. We applied three data mining techniques such as logit model, neural network, and C5.0. Experiment data were collected from personal deposit account data of a specific bank in Korea. After experiments, we found that C5.0 showed more robust performance compared to other two techniques. On the basis of those experiment results, we proposed customer defection management policy.

• The Korean Journal of Health Service Management
• /
• v.7 no.3
• /
• pp.137-147
• /
• 2013

This study classifies the marketing mix of LASIK eye surgery clinics into 7Ps, examines the influence of each factor of 7Ps(product, place, price, promotion, process, people and physical evidence) on customer satisfaction, and investigates the effect of customer satisfaction on trust and relationship commitment. Survey of 500 patients who received surgeries in 3 eye clinics in Busan area was conducted through self-administered questionnaires, and, with this data, path analysis was performed to estimate the study model. Main result showed that, among 7Ps, product, price, promotion, people and physical evidence had significant positive effect on customer satisfaction which, in turn, had significant positive effect on trust and relationship commitment. Also, it was found that trust positively affected relationship commitment. This result would be considered helpful in medical institution's efforts to establish trust on customer satisfaction and maintain relationship commitment. It also implies that, in order to enhance competitiveness in increasingly competitive medical market, establishment of proper marketing strategy is urgently required where the determinants of customer satisfaction are effectively administered and ultimate relationship commitment of customers based on trust can be maintained and enhanced.

• Journal of Intelligence and Information Systems
• /
• v.15 no.3
• /
• pp.81-102
• /
• 2009

In this study, we investigated how to achieve differentiation for the ISM (Internet Shopping Mall) to improve profitability, which is required for survival in the fiercely competitive ISM industry. We analyzed implementation level key managerial factors that could contribute to the differentiation of the ISM. The research model is constructed through integration of two distinctive research streams of e-commerce. The one is B2C differentiation strategy research, most of which are conceptual and conducted at a strategy level, and the other is empirical research analyzing the antecedents of customer satisfaction at the ISM. This study is organized as follows. First, we draw upon transaction cost theory to organize constructs representing customer value associated with the customer buying decision process. Next, after reviewing comprehensive managerial factors that could impact on customer value, we selected 15 managerial factors that could contribute to the differentiation of the ISM to deliver value to customers. Finally, the resulting structural model is validated through empirical analyses. The results provide insights for future studies on ISM differentiation.

• Journal of Digital Convergence
• /
• v.15 no.6
• /
• pp.467-479
• /
• 2017

The purpose of this study was to identify the relationship among golf wear selection attributes, customer satisfaction, brand attitude and repurchase intention In order to achieve this purpose, 204 spectator were selected from department of golf at university and golf wear store in seoul by the convenience sampling method. The instrument for data collection was a questionnaire whose validity was evaluated by an expert group and whose reliability was judged from the cronbach's alpha values ranging from .826 to .945 The results first, it showed that aesthetics and dailiness of golf wear selection attributes had positive effect on customer satisfaction. Second, it showed that customer satisfaction had positive effect on brand attitude. Lastly, it showed that customer satisfaction had positive effect on repurchase intention. Therefore, golf wear firms should understand what consumers' Selection Attributes. And they should devise effective strategies.

• Journal of Digital Convergence
• /
• v.15 no.12
• /
• pp.195-202
• /
• 2017

Previous studies on salesperson's performance have concentrated on increasing job satisfaction through compensations and benefits or effective communication processes and have not sufficiently considered the emotional aspect of salesperson's selling behaviors. The purpose of this study is to investigate informal learning and positive psychological capital on the relationship between job satisfaction and customer orientation of IT salespeople. Data were collected from 159 IT salespeople and analyzed by structural equation modeling (SEM). As a result, it was found that the informal learning of IT salesperson had a significantly positive impact on positive psychological capital. Positive psychological capital was significantly affect on job satisfaction and customer orientation. Positive psychological capital mediated the relationship between informal learning and job satisfaction/customer orientation. The results of this study suggest that there is a need to develop informal learning based on positive psychology and to strengthen the reflected job satisfaction and customer orientation.

• Journal of Digital Convergence
• /
• v.15 no.3
• /
• pp.87-98
• /
• 2017

As the market for coffee chains becomes fierce, it is important for coffee chains to establish an enduring relationship with customers and encourage them to revisit their stores. Thus, it becomes important to understand consumers' repurchase decision-making mechanisms in the context of coffee chains. Customer satisfaction, perceived switching costs, and regret were considered as the main factors of customers' repurchase intentions. Especially, the effect of regret experience of coffee chains on consumers' repurchase decision was examined. In addition, coffee quality, physical environment quality, service encounters performance, and brand trust were considered as attributes of coffee shop selection, and their effects on customer satisfaction and perceived switching cost were investigated. The results of the study showed that customer satisfaction and perceived switching costs had a positive effect on repurchase intention, while regret had a negative effect on repurchase intention. Coffee quality and physical environmental quality had no significant effect on customer satisfaction and perceived conversion cost. Service encounter performance had a significant impact on perceived switching costs alone. Brand trust had a significant impact on both customer satisfaction and perceived switching cost.