• Asia Marketing Journal
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• v.12 no.3
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• pp.43-62
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• 2010

The notion of customer orientation is now importantly considered in the context of banking industries. Despite customer-oriented organizational cultures, there are few studies addressing the relationship between customer orientation and its outcomes. In particular, this study aims at testing the effect of customer orientation as a key marketing effort designed by a bank. This is because interest rate sensitivity is critical for evaluating banking services after raising the base rate. In so doing, first, this study investigates the relationships among customer orientation, interest rate sensitivity, and customer loyalty. Second, this paper examines how the moderating effects of both deposit interest and loan interest rates influence the linkages of customer orientation-interest rate sensitivity and customer orientation-customer loyalty. To test the proposed model, research data are collected from 304 subjects who use banking services(e.g., Shin-Han, Kookmin, the First Bank, Hana, and Woori banks). Each construct was measured by published items and the psychometric properties of the three constructs, excluding two constructs of the moderators, were evaluated by employing the method of confirmatory factor analysis via the use of AMOS. The model fit was also evaluated using the CFI, TLI, and RMSEA fit indices that are recommended based on their relative stability and insensitivity to sample size. The findings show that the relationship between customer orientation and customer loyalty is significant, whereas the relationships between customer orientation and interest rate sensitivity and between interest rate sensitivity and customer loyalty are not supported. Although customer orientation is highly evaluated, customers' interest rate sensitivity that results in the comparison of interest rates plays an important role in reducing the effect of customer orientation. As a consequence, interest rate sensitivity does not influence customer loyalty. First of all, one of interesting results in this study is that the moderating effect of loan interest rate is quite different from deposit interest rate. In the case of deposit interest rate, the linkages both customer orientation-interest rate sensitivity and customer orientation-customer loyalty are insignificant. In the case of loan interest rate, however, the two proposed linkages are supported. As our proposed relationships are still in its infancy in the context of banking industry, our study contributes to enhance scholars' knowledge of bank services and provides insights for practitioners when their marketing strategies, particularly both deposit and interest rates, have to be established. Finally, this research also illuminates the need for further research that considers the influence of customer orientation on consumer's decision-making and bank profits. More specifically, the results are encouraging and will lead us to further investigate this key outcome of the banking deposit/interest rates.

• Proceedings of the KSR Conference
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• 2003.10b
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• pp.8-13
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• 2003

For continuous improvement of the railway customer satisfaction service, more objective evaluation and development system for software and hardware shall be built. The entire activity of railway customer is the interface between the customer and software/hardware services. Customer's activity was investigated by participating observation and objective observation, and considering the connection of all the activities, it was divided into 9 categories and 43 items. Although the detailed activity of customer would vary per item, they show more than 430 different activities under general condition. Also, the customer's activity varies according to the numerous variants such as physical, mental, environmental and cultural features. Especially, as lots of changes, diversification and high-quality of railway industry are expected according to the middle and long term plan on railway industry development, it is necessary for experts in various fields to perform cooperative research aggressively to improve the customer satisfaction service continuously based on continuous customer activity research.

• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.17-24
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• 2011

Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.35 no.9B
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• pp.1399-1406
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• 2010

Customers can monitor electricity use in real time in smart grid(ICT is grafted onto current grid), so various beneficial services can be provided to customer. We did a qualitative survey, HV(Home Visit) and FGD(Focus Group Discussion), in order to derive customer's cognition of using electricity in home and values that customers consider significantly and a quantitative survey in order to know willingness to use. Customers consider electricity indispensible for using home appliances, want to use safely far from electromagnetic waves, short circuit and electronic shock. Also, customers want to save energy conveniently with no stress. Customers want 'a function', 'information', 'motivation' for energy saving, and 'electromagnetic waves cutting', 'to prevent electronic shock', 'to prevent short circuit' for safe electricity use. In this study, we derived 4 services - energy monitoring, standby power cutting, remote control, energy consulting - based on customer values and unmet needs, which is connected to home network that customers can monitor total and each appliance's electricity usage in real time and control home appliances. The willingness to use of services is over 60% and especially energy monitoring and standby power cutting service have high willingness to use rate, about 80%.

• Journal of Information Technology Services
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• v.13 no.1
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• pp.253-267
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• 2014

This study explores to identify the characteristics of the business model by comparing and analyzing the value creation between two cases, and to be successful in business model innovation. In order for the pursuit of purposes, domestic and international firm' business model cases are analyzed. Regarding the business model innovation, huge differences are found between two cases. First, a clear customer value proposal is important. Netflix is constantly monitoring the customer's needs and satisfactions to improve value proposition, while Joycube, domestic firm does not adjust to meet the change of the customer's behaviors. Second, the business model innovation should be taking into account the customer's behaviors in the constant changing market environments. For the growth, firms should consider strategic monitoring the market environments, and find a novelty of the markets, and to create the jump through business model innovation.

• Journal of Information Technology Services
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• v.5 no.2
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• pp.1-23
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• 2006

An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables. The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

• Journal of Information Technology Services
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• v.7 no.2
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• pp.13-23
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• 2008

This research is to study the core factors for knowledge information database service and very important database service quality factors to improve customer satisfaction. The database service quality has been critical issue rather than just information service in these days, because the qualitative aspect is becoming more important factors rather than quantitative aspect. As database service quality has been influenced by satisfaction of database user, it needs to try to get excellent results by enhancing ability to obtain information. In order to satisfy this condition, it needs to measure database service quality more accurately first. In this study, we apply conjoint analysis to measure how much to give quality condition to achieve customer satisfaction.

• Journal of Information Technology Services
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• v.14 no.4
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• pp.159-169
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• 2015

Customer reviews are one of the important sources for purchase decision makings in online stores. Online stores have tried to provide useful reviews in product pages to customers. To assess the usefulness of customer reviews before other users have voted enough on the reviews, diverse aspects of reviews were utilized in prevous studies. Style and semantic information were utilized in many studies. This study aims to test diverse alogrithms and datasets for identifying a proper classification method and threshold to classify useful reviews. In particular, most researches utilized ratio type helpfulness index as Amazon.com used. However, there is another type of usefulness index utilized in TripAdviser.com or Yelp.com, count type helpfulness index. There was no proper threshold to classify useful reviews yet for count type helpfulness index. This study used reivews and their usefulness votes on restaurnats from Yelp.com to devise diverse datasets and applied text mining approaches to classify useful reviews. Random Forest, SVM, and GLMNET showed the greater values of accuracy than other approaches.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.8
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• pp.179-195
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• 1997

Today's hotel cannot be defined merely as a place of providing food and lodgin. It must be a high level cultural ground serving as a place of rest for the people and as a place of art, culture and communication for the local community. Although each hotel has its own distinctiveness it must share a unified services and product sales strategies with one another in order to raise each other's sales values. The service is evaluated on the basis of the customer's own living standard and social class. There ought to be variety of personal and material services taking the sophistication and complexity of the customer's needs into onsideration. More effective marketing strategy is called for upon knowing such sales strategy and service marketing of the hotel management. Hotel's food marketing must take into consideration the product's simulaneous and vanishing qualities, its dependency upon ordering and its relationship to human services industries. Methods of increasing profit and customer satisfaction management need to be made. Especially the changes in the customer's tourist mind set and eat-out behavior play as important variabls, and the management needs to be reflexive enough to respond quickly to those changes.

• Journal of the Korean Operations Research and Management Science Society
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• v.37 no.3
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• pp.1-12
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• 2012

The research mainstream has focused on improving the competitiveness throughout the reinforcement of customer satisfaction and loyalty in the banking industry, but there is still a lack of research that reflects characteristics of banking services. From a customer point of view, this study considers a variety of bank characteristics such as levels of interest rate, numbers of transaction banks, monthly average balance, and age. In line with this observation, the main objective of the current research is to investigate the relationship between bank characteristics and ongoing transaction intentions with a particular bank using a categorial regression analysis and in turn, provide insights for managers. First, the findings show that deposit interest rate is insignificant for leading customers to ongoing transaction intentions, but loan interest rate is significant when customers are satisfied with a loan interest rate. Second, if customers only transact their banking services with a particular bank, they are more likely to deal with the bank, rather than customers who transact additional one or two banks. Third, in the case of monthly average balance, customers who have more than \100 million wons per month are likely to switch other competitors. Finally, old customers are more stable than young customers when they consider to switch the relationship with a bank. The author provides insights for bank managers and discusses research limitations and further directions of the study.