• Journal of Digital Convergence
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• v.19 no.10
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• pp.203-208
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• 2021

This study is to investigate the impact of emotional intelligence of online shopping mall call center counselor on customer orientation. The SPSS 25.0 ststistics program was applied for the empirical analysis 148(87.05%)of 170 copies are used for final data analysis. The implications of results are as follows. First, use of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Second, other's emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Third, self emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Fourth, regulation of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation.

• Journal of Broadcast Engineering
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• v.24 no.1
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• pp.105-117
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• 2019

Current Android smartphones include about 25 to 35 essential applications(unerasable) related to function and operation of the android smartphone itself and about 30 optional applications(removable) provided by carriers, Google and manufacturers. These applications were not able to be removed until the announcement of the smartphone applications pre-install guide from the government in January 2014, so there were memory limitations in installing new applications, causing consumer complaints by consuming data during the auto-update process of the pre-installed applications. After the announcement, we were able to delete optional applications but the complaints about the data consumption still did not disappear. Therefore, in this paper, we carried out the customer survey and analyzed the behavior information such as how carriers are operating pre-installed applications and what kind of applications customer prefers and how many applications customer wants to be pre-installed. And we proposed how to configure pre-install applications on smartphone for customer needs.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.17 no.4
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• pp.193-201
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• 2017

Financial firms strengthen to protect personal information from the leakage, introducing various security solutions such as print output security, internet network Isolation system, isolationg strorage of customer information, encrypting personal information, personal information detecting system, data loss prevention, personal information monitoring system, and so on. Financial companies are also entering the era of cutthroat competition due to accept of the new channels and the paradigm shift of financial instruments. Accordingly, The needs for security for customer information held by financial firms are keep growing. The large security accidents from the three card companies on January 2014 were happened, the case in which one of the outsourcing personnel seized customer personal information from the system of the thress card companies and sold them illegally to a loan publisher and lender. Three years after the large security accidents had been passed, nevertheless the security threat of the IT outsourcing workforce still exists. The governments including the regulatory agency realted to the financail firms are conducting a review efforts to prevent the leakage of personal information as well as strengthening the extent of the sanction. Through the analysis on the application of security policy for outsourcing personnel in case of large-scale Financial IT projects and the case study of appropriate security policies for security compliance, the theis is proposing a solution for both successfully completing large-scale financial IT Project and so far as possible minizing the risk from the security accidents by the outsouring personnel.

• Journal of Digital Convergence
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• v.18 no.6
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• pp.197-208
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• 2020

Social enterprises are entities to pursue solving societal problems with maintaining commercial viability. In order for a social enterprise to achieve commercial viability, it must be able to provide products that consumers can satisfy, to make social enterprise trustable, and to establish a lasting relationship with customers. This study suggests that perception of value congruence, price fairness and service quality will affect customer performance such as trust, satisfaction and customer loyalty. And this structural relationship was confirmed through structural equation modelling. The empirical results show that customer trust and satisfaction can be improved when the value congruence is high and service quality is high. Meanwhile, the perception of price fairness has a negative effect on customer trust. However, considering the influence of price fairness on customer satisfaction, the total effect of price fairness on trust is not significant. This result implies that customers are less sensitive to social enterprise product prices than general companies. And customer satisfaction for the social enterprise is positively affecting trust and loyalty, and customer trust is also positively affecting customer loyalty. After the empirical analysis, this study suggests implications for social enterprises to improve customer performance and secure commercial viability.

• Journal of Digital Convergence
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• v.14 no.7
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• pp.103-115
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• 2016

This study examines the relationship among family restaurants' service guarantee, service quality, service value, customer satisfaction and customer loyalty, involvement to verify the marketing effectiveness of service guarantee in family restaurants. For the empirical analysis, a survey was conducted with 250 adults in Seoul and Gyeonggi. For the collected data, frequency analysis, reliability analysis, factor analysis were carried out, using SPSS 21.0, in order to verify reliability and validity. And multi regression analysis, hierarchical analysis were used for hypothesis test. According to this study result, first, service guarantees were shown to have a positive effect on service quality, service value and customer loyalty. Second, service quality had a positive effect on customer satisfaction. Third, service value had a positive effect on customer satisfaction. Fourth, customer satisfaction had a positive effect on customer loyalty. Fifth, in the relationship between service guarantees and customer loyalty, involvement played a moderating role. Therefore this study has verified the marketing effectiveness of service guarantee in family restaurants, so it can be said that the study has drawn strategic operation methods in family restaurants.

• The Research Journal of the Costume Culture
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• v.14 no.5
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• pp.715-727
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• 2006

The purposes of this study are to investigate the job satisfaction, customer satisfaction and revisiting intention to beauty shops, and to examine the difference of the job satisfaction, customer satisfaction, and revisiting intention between franchised and non-franchised beauty shops. Data were obtained via questionnaire, which developed by results of pretest and previous studies, from workers and consumers of beauty shops in Busan. They were analyzed by factor analysis, t-test and regression. The results were as follows; First, the job satisfaction of beauty shops workers was composed of Adaptation, Operation and Instruction. For both of franchised and non-franchised beauty shops, the operation of beauty shops greaty influenced the job satisfaction of workers, and job satisfaction is not significantly different. Second, consumer satisfaction related to services of beauty shops is composed of three factors: Policy, Personal service, and Physical environment. Regardless of shop types, the policy of shop influenced the consumer satisfaction. Consumers' revisiting intentions to beauty shops are influenced by consumer satisfaction. Third, consumers in franchised beauty shops is less likely to be satisfied and to have the intentions to revisit than those of non-franchised beauty shops. Resulted provide some insights to develop strategies for franchised and non-franchised beauty shops. Limitations and future research directions have been discussed.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.3
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• pp.201-210
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• 2020

The study aims to investigate determinants of performance indicator and perceptions of existing and potential customers in accommodation sharing. This study uses data of Airbnb in Busan and Jeju from January 1 to December 31 in 2018, provided by AirDNA. The total number of listed accommodation sharing were 5,109 accommodations in Busan and 11,502 accommodations in Jeju. More than 90 property types of registered accommodation are subcategorized and re-classified in this study. Study 1 examined current usage and effects of factors on performance indicator in tourism destinations by applying Airbnb data. Study 2 investigated effects of perceived factors on satisfaction, intention to use, loyalty, and tourism competitiveness by applying online survey data. This study applies statistical analyses such as factor and regression analyses, ANOVA, t-test, and MANOVA. Results of Study 1 showed that usage and effects of accommodation sharing differ from regulation that is related to sharing types. Effects also differ based on travel destinations. Results of Study 2 showed how customers perceive accommodation sharing differ from pure meaning of sharing. The results of Study 1 and 2 found significant effects of price and service factors on performance indicator and customer satisfaction. The findings of Study 2 showed significant effects on loyalty and tourism competitiveness.

• Journal of Distribution Science
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• v.18 no.11
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• pp.23-30
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• 2020

Purpose: Increased awareness of the environment is essential, since the general health of people and the global economy is largely dependent on the health of the environment. The purpose of this study is to increase customer awareness and also to ensure that businesses enlighten their customers on how to act in an environmentally friendly manner, which can be done, for instance, through associations. Research design, data and methodology: Scant research is available regarding what elements of marketing strategy should be applied in an environmental plan to increase customer awareness. For this reason, this study suggests a specific marketing policy that conveys several strategies for practitioners who focus on successful environmental plans for their organizations. Results: The prior literature suggests that public education, mass media, campaign publications, and electronic networking, which are becoming more common today, can be used as platforms for conveying environmental messages that will increase environmental awareness among customers. Conclusions: Organizations can use health and safety training to ensure that customers are aware of the environment. Training programs by companies that point more to the environment can make customers aware of the environment and help them adopt activities that show respect to the environment.

• Health Policy and Management
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• v.18 no.3
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• pp.41-57
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• 2008

To examine the gap between physician's perceived importance and performance of care and to identify factors associated with the gap. A self-administered questionnaire survey was conducted with 91 physicians working in a University hospital in Seoul. The respondents were asked about their perceived importance and actual performance of interpersonal care on a 5-point Likert-type scale, indicating a higher score as higher importance and performance. Interpersonal care was measured by questions modified from the Korean Standard Service Quality Index, which are grouped into 6 categories: basic services, extra services, reliability, courtesy, convenience, and tangibles. Multiple regression analysis was conducted to find out physician characteristics associated with the gap. All of the 6 interpersonal care categories showed lower performance than perceived importance. The respondents tended to have a worse performance than perceived importance as the number of patients per outpatient care session ($\beta$=-0.0204, p<0.05) and the need for customer satisfaction education increase ($\beta$=-0.2226, p<0.05). Female physicians ($\beta$=0.2336, p<0.05) and those with higher job satisfaction($\beta$=0.0096, p<0.05) showed a better performance than perception. Overall, it appears that lower quality of interpersonal care was delivered to patients than the desired level considered by the responding physicians. Based on the regression analysis results, it is suggested that reducing patient volume per session, fulfilling education need for customer satisfaction, and improving job satisfaction may contribute to reduce the gap between physician's perceived importance and performance of interpersonal care.

• Journal of Distribution Science
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• v.17 no.3
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• pp.41-47
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• 2019

Purpose - Based on the analysis of Kazakhstan's experience of digital transformation, this study suggests a concept for digital solution to optimize organizational process, create trust networking between the center of state scholarships programs and recipients. In addition, the authors contribute to the current discussions of an effective digital transformation of state services. Research design, data, and methodology - Policy analysis is based on the combination of both primary and secondary materials collected during a Policy Research Project conducted in Kazakhstan in 2017. It involved semi-structured interviews with the state scholarship' recipients, ICT experts and findings from academic articles. Results - Findings are represented via Policy Development Matrix - a table with three options (status quo, partial change, total change) to deal with policy challenges. Authors suggest a concept for digital solution following the Customer Relationship Management (CRM) principles for optimizing core business processes, communication and networking strategies of the state scholarships program. Conclusions - At the time when digitalization becomes trending for states, the transformation of the state education policy is inevitable. The rapid development of digital technologies creates new opportunities for a single integration platform with key principles of Smart Remote Management in the state scholarships programs.