• 품질경영학회지
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• 제35권4호
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• pp.26-37
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• 2007

The demand of ubiquitous home network system is rapidly increasing in Korea as each construction enterprise makes a huge effort to introduce it to apartment complex. However, the design of home network system is rather technology oriented than the customer focused. Lack of knowledge about customer needs is an obstacle in spreading the ubiquitous home network system to the market regardless of technology development. In this paper, we propose a HCSI(customer satisfaction index for home network system) using an SEM(structural equation model) where structural relationship among several factors influential on users' satisfaction is considered. This model enables to calculate the satisfaction index for target customer group so that one can provide necessary feedback information for improvement of the home network system used for each group.

• Journal of Information Technology Applications and Management
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• 제10권4호
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• pp.51-63
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• 2003

This study designs and implements a new approach to the classification of e-mail requests from customer based on machine learning techniques. The work on building an electronic mall classifier can be cast into the framework of text classification, since an e-mail is a viewed as a document, and judgement of interest is viewed as a class level given to the e-mail document. It is also implemented an e-mall based automated response system that integrate with Call Center in a practical use.

• 경영과학
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• 제22권2호
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• pp.109-133
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• 2005

The exponential growth of the on-line shopping mall has been the advent of buying and selling products and services over the internet. In these circumstances, this paper presents the importance of understanding and managing the purchasing behavior of on-line shopping mall customers. The main purpose of this research is to find out the antecedents of customer trust and to conceptualize and investigate the relationship between endogenous mediating variables(such as customer trust, attitude, loyalty, relationship involvement) and purchasing and/or repurchasing intention in internet shopping mall. The empirical findings are as follows : First, the three antecedents of customer trust( EC system characteristics, psychological propensity, and trustworthiness) had the positive effects on the formation of site trust. Second, we found out that there were direct or indirect relationships between the mediating variables and on-line purchasing and/or repurchasing intention. In Particular, the direct effects of customer attitude on customer loyalty and buying intention were rejected, but the indirect effects through relationship involvement were accepted. This means that the relationship marketing is probably more important for the success of internet shopping mall Third, there were no direct relationship between the mediating variables and the repurchasing intention, but most researches in the brick and mortar, the proposition are supported. This implies that repurchasing intention was intensified by the indirect path, such as site trust $\longrightarroe$ attitude $\longrightarroe$ involvement $\longrightarroe$ loyalty $\longrightarroe$ purchasing intention $\longrightarroe$ repurchasing intention. So, the internet marketers must make an effort not only to strengthen the direct casual linkage between them but also to consolidate the indirect connections leading to boost purchasing and repurchasing intention.

• 한국정보시스템학회:학술대회논문집
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• 한국정보시스템학회 2005년도 추계학술대회 발표 논문집
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• pp.381-387
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• 2005

As the most widely used media of BtoB e-business, the e-Marketplace (EM) can play an important role in the age of c-commerce (collaborative commerce). In supply chain management (SCM) area, the relationship-based collaboration among partners has shown great efficiency. Although the collaboration is important in both areas of EM and SCM there has been a critical difference in the selection of trade partners between them. In this paper, the EM's collaborative stages for integration with its customer system are reviewed and a system architecture is proposed for EM's electronic functional role within the perspective of collaborative commerce and buyer-supplier relationship. The relationship-based BtoB commerce through EM is reviewed to explain that it can be more beneficial than the commerce based on the price competitive selection of trade partners. With the proposed system architecture, an EM can be the functional medium for the collaborative IOIS system architecture.

• 한국병원경영학회지
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• 제4권1호
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• pp.171-189
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• 1999

This study aims to investigate the determinants of service quality and the relationships of service quality, customer satisfaction, word of mouth and subsequent purchase intention of medical service. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of medical service quality. SERVQUAL measures service dimension of tangibles, reliability, responsiveness, assurance and empathy. The questionnaire method is used in this study. A survey is conducted on patients who are randomly selected. The questionnaire are sent to 300 patients and 208 are available. The objectives of this study were: 1) to find out the influence of determinants of service quality on medical service. 2) to investigate the relationship of medical service quality and customer satisfaction. 3) to analyze the relationship of customer satisfaction and favorable word of mouth, ubsequent purchase intention 4) to find out the gap perceived service quality between secondary and tertiary hospital. The results of this study are summarized as follows: 1) Reliability, responsiveness and assurance have a positive impact on the medical service quality. 2) Medical service quality has a positive impact on the customer satisfaction. 3) Customer satisfaction has a positive impact on the favorable word of mouth and subsequent purchase intention. 4) There is no gap between secondary and tertiary hospital of perceived service quality.

• 정보처리학회논문지D
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• 제18D권1호
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• pp.57-66
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• 2011

최근 기업 데이터의 약 80%가 공간적인 요소를 포함하고 있다는 사실이 크게 부각됨에 따라 고객 관계 관리(Customer Relationship Management, CRM) 시스템에 공간 데이터를 활용하고자 하는 새로운 분석 방법에 대한 요구가 증가하고 있다. 하지만 전통적인 CRM 시스템은 공간 데이터를 관리하거나 공간 데이터를 이용한 사용자 환경을 제공하기에 부적합하다. 본 논문에서는 레거시 CRM 시스템과 객체 지향 데이터베이스를 이용하여 엔터프라이즈 데이터와 공간 데이터의 통합관리가 가능하고 gCRM(geographic CRM)을 위한 시각화 및 분석기능을 지원하는 공간 데이터 통합관리 시스템을 설계 및 구현하였다. 본 논문에서 제시한 시스템 구축을 통하여 기 구축된 CRM 시스템에 공간 데이터 관리 및 분석이 가능한 gCRM을 효과적으로 적용할 수 있음을 확인하였다.

• The Journal of Asian Finance, Economics and Business
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• 제8권10호
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• pp.65-76
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• 2021

This study aims at investigating the effect of product innovation accounting on the market success of instant food and convenience food businesses in Thailand with customer response capability as the mediator. In addition, it examines the effects of management accounting systems, marketing intelligence, and technology orientation on product innovation accounting. The sample for this study is 258 instant food and convenience food businesses in Thailand. To test the research relationships, a structural equation model is used. The results of this study show that product innovation accounting has a significant effect on both customer response capability and market success. Similarly, customer response capability significantly leads to market success while it mediates the product innovation accounting-market success relationship. Testing the antecedents of the research relationships, management accounting system, marketing intelligence, and technology orientation potentially affect product innovation accounting. Accordingly, product innovation accounting is a key source of competitive advantage. Product innovation accounting must be recognized by company management as a strategic tool for competing in markets and environments. They must invest their resources and capabilities to create and develop product innovation accounting principles, as well as encouraging their staff to implement and use these principles in the workplace.

• CRM연구
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• 제2권1호
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• pp.15-32
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• 2009

기업들은 고객을 하나의 자산으로 여기고 관리함으로써 고객로열티가 높아질 것으로 기대를 하고 있다. 하지만 고객자산관리 노력에도 불구하고 고객로열티 증대 효과는 선형적으로 나타나지 못하고 있는데 이러한 현상은 고객 자산요소들이 고객로열티에 직접적인 영향을 주지 않을 수 있음을 말해준다. 본 연구에서는 고객자산요소와 고객로열티 사이에 숨겨진 매개요소를 찾고자 하였으며 매개요소로 신뢰를 고려하였다. 본 연구에서는 세 가지 고객자산관점 중 고객가치를 중심으로 분석하였는데 고객가치는 품질, 가격, 편의성으로 구분되다. 연구 결과, 온라인 쇼핑몰 환경에서는 신뢰가 고객가치요소와 로열티에 매개역할을 하는 것으로 나타났으며 특히 편의성과 가격은 로열티에 직접적인 영향을 주지 않고 신뢰를 통해 영향을 줌을 밝혀 냈다. 또한 고객가치요소가 신뢰에 미치는 영향순서는 인지적 편의성, 품질, 가격 순으로 나타났다. 따라서 온라인쇼핑몰은 고객가치요소 관리를 함에 있어서 가격보다는 편의성과 품질에 보다 중점을 둬야 할 것이며, 이러한 요소들은 고객과의 신뢰를 강화시킴으로써 로열티를 증대시키므로 고객과의 신뢰강화 노력에 집중해야 할 것이다. 또한 이러한 인과관계를 바탕으로 고객과의 신뢰를 고객관계관리의 지표로 관리할 필요가 있다고 판단된다.

• 한국산학기술학회논문지
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• 제10권8호
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• pp.2068-2077
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• 2009

6시그마 프로젝트 관리 시스템은 6시그마 추진기업의 지식경영 시스템으로 활용되어 왔지만 벨트의 프로젝트 관리 시스템 활용이 프로젝트 성과에 미치는 영향에 대한 실증적 연구는 전무한 상황이다. 따라서 본 연구는 6시그마 프로젝트 관리시스템의 활용이 프로젝트 균형 성과지표에 미치는 영향을 구조방정식 모형을 통해 실증적으로 분석하였다. 연구 자료의 결과에 의하면 프로젝트 시스템의 활용은 6시그마 프로젝트 학습과 성장관점에 영향을 미치고, 학습과 성장 관점은 내부 프로세스 관점과 고객관점에 영향을 미치는 결과로 나타났다. 내부 프로세스는 고객관점 지표에 영향을 미치고 고객관점 지표는 재무성과에 영향을 미치는 분석의 결과가 도출되었다. 내부 프로세스는 재무성과에 직접적인 인과관계가 없는 것으로 귀결되었다. 연구모형과 더불어 대안모형 분석이 추가로 이루어졌는데 연구모형이 대안모형보다 모형 적합도에서 나은 것으로 나타났다.

• 보건교육건강증진학회지
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• 제20권3호
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• pp.125-143
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• 2003

With the shift of cause of death from infection to chronic, the health expenditure has risen dramatically. To curb the increasing health expenditure, programs and campaigns to promote health were proposed and implemented. Most of them, however, were not successful in achieving satisfactory results. Customer Relationship Management has been gradually accepted as an innovative approach to health promotion. The objective of this research was to develop a Customer Relationship Management system for providing comprehensive health care services to the residents in the community. Detailed objectives were as follows： The first objective was the development of the CRM system for health promotion. The second objective was the satisfaction assessment for the health promotion program using the CRM system. The third was the proposal for the effective utilization of the CRM system. The development methodology of the CRM system was Rapid Warehouse Developing Method. As a CRM system equipment, a workstation with GIS of Windows 2000 was selected. SQL Server 2000 was used as a development tool and database. The subjects of study were diabetic mellitus patients, hypertension patients, and vaccin patients. The campaign channel of patients was an autocalling system. For the satisfaction assessment, a survey was performed. The main content of the survey was satisfaction level. The satisfaction level of the health promotion program using CRM system was 79.3%. In consideration of the above findings, we suggested ways of improving the Health Promotion Program by using CRM. The first was the efficient selection of the subjects of the Health Promotion Program. The second was the development for health promotion program using CRM system(life time health of individual etc).