• 융합경영연구
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• 제9권2호
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• 지능정보연구
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• 제8권1호
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• pp.39-62
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• 2002

소매유통업에 있어 충성고객을 발견하고 효과적으로 관리하는 일은 마케팅 부서의 주요 관심사라고 할 수 있다. 최근 성숙된 유통 채널로 자리잡고 있는 인터넷 소매유통업도 다양한 마케팅 노력을 기울이고 있으며 그 성과가 기존 소매유통업 보다 클 것으로 기대하고 있는데 이는 인터넷 소매유통업이 기본적으로 디지털 기반 구조 하에 사업이 수행되기 때문이다. 그러나, 매출 규모가 확장됨에 따라 고객 관계가 보다 복잡해지고 거래 건수도 크게 확장되고 있는 인터넷 소매유통업은 전자적으로 이용 가능한 고객 관리 서비스를 필요로 하고 있다. 본 논문은 인터넷 소매유통업의 충성고객관리를 위한 웹서비스의 프레임웍 및 적용 사례를 제시하고 있다. 고객관리 웹서비스의 기본 모델은 전통적인 RFM분석에 기반을 두고 있는데 복잡한 충성고객관리 업무를 처리하는 에이전트를 제공한다. 인터넷 쇼핑몰이나 상점의 운영 시스템과 용이하게 통합될 수 있는 웹 서비스는 적은 비용으로 효과적인 고객 관리를 실현하는데 기여할 것으로 기대된다.

• 한국인공지능학회지
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• 제8권2호
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• pp.23-28
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• 2020

Purpose: Today, we often hear complaints from customers: poor quality, poor service, expensive prices, etc. Customer complaints are an indication that the company's products and services do not meet customer requirements, which in turn causes customer complaints. An important content of corporate marketing practice is how to use the opportunity of handling customer complaints to win the trust of customers and gain a competitive advantage. According to the concept of marketing, the way for an enterprise to obtain profits is to continuously meet the needs of customers. However, with increasingly fierce market competition and the overall formation of a buyer's market, providing high-quality products and high-efficiency and high-level services have become the eternal theme of enterprises. Therefore, meeting the actual needs of customers and effectively handling customer complaints are issues that we must take seriously. Research design, data, and methodology: This article mainly analyzes the causes of customer complaints, proposes relevant solutions for different types of complaints, builds a customer complaint management system, improves the efficiency and ability of handling complaints, and provides more references and basis for enterprises to solve customer complaints. Conclusions: To further improve the quality of enterprise products and service standards, to help enterprises increase customer loyalty and satisfaction, and to enable enterprises to gain advantages in the increasingly competitive global market.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2009년도 춘계학술발표대회
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• pp.1307-1310
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• 2009

Web services provide the possibility of dynamically integrating distributed service components scattered over the Internet to fulfill sophisticated business demands. However due to today's wide variety of services offered to perform a specific task, it's essential that users are supported in the eventual selection of appropriate services. An example of web services for which selection of appropriate services will be crucial is Auto Repair Services. Selecting proper service from a variety of Auto Part Shops would be result of delivering high-quality service and minimizing Auto Repair Service customer's waiting time. Therefore, in this research to assist selecting proper service, we present Functional-Level Mediator and illustrate its usage in matching customer's and web service's goals. Five matching cases have been analyzed and results from experiment have been shown. Also, taking advantage of implementing multithreaded web services which reflects concurrent activity in the real world more naturally, we have significantly minimized customer's waiting time at Auto Repair Service.

• 한국IT서비스학회지
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• 제18권5호
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• pp.119-132
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• 2019

This study aims to analyze how specific features of a mobile platform such as economic feasibility, interactivity, safety, and design are correlated with perceived ease of use and customer satisfaction, targeting those who purchase delivery food on a mobile platform dedicated to delivery services. A survey was conducted on customers who had bought delivery food on a mobile platform and the data collection was conducted from August 19, 2019 to September 18, 2019, using 300 mobile platform service users. A total of 300 copies were retrieved. 249 valid samples of 300 copies were analyzed with SPSS 23.0 and AMOS 23, and In addition, programs including SPSS and AMOS were used for the analysis of frequency, confirmatory factor, reliability and validity, correlation and structural equation model. Major findings of such analysis are as follows. First, design characteristic of a mobil platform had relevant impacts on perceived ease of use. However, economic feasibility, interactivity, and safety did not significantly affect perceived ease of use. Second, perceived ease of use had a significantly influenced on the extent of customer satisfaction. Hence, from practical and academical point of views based on the results of this analysis, this study is expected to provide directions and some practical and useful implications for a mobile platform for food delivery services.

• 유통과학연구
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• 제16권6호
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• pp.37-53
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• 2018

Purpose - There have been not enough studies on the ways customer Moment of Truth(MOT) activities are structured along with consumption chain and their influences as well as the relative influences of service quality at Moment of Truth on customer performance. Therefore, customer service needs needed at Moment of Truth may differ depending on whether these distribution services are at introduction-growth stages or maturity-decline stage already, but there is no study which illustrates this. Research design, data, and methodology - This study selects VoIP and IPTV as the household telecommunication and distribution services at introduction-growth stages as well as high speed internet and wire telephone as those at maturity-decline stages. Then it identifies which experiences that customers have at Moment of Truth by each service as well as the influences related to what the customers consider as important. Results - As the result of demonstration with the target of 858 respondents, customers' experiences and requests differ at Moment of Truth. For service quality, what takes the positive roles in customer performance includes corporeality and certainty for the services at introduction-growth stages as well as reliability, sympathy, and mutuality for those at maturity-decline stages. Conclusions - Implications of these results as well as further directions for study are suggested.

• 제어로봇시스템학회:학술대회논문집
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• 제어로봇시스템학회 2005년도 ICCAS
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• pp.1387-1390
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• 2005

Recently, foreign utilities emphasize the importance of the value-added services based on Information Technology(IT) as one of the strategic technologies for establishing a new power system in the future digital society. They develop many different types of the value-added services and apply the systems for customer. In domestic case, the data from the Automatic Meter Reading (AMR) System is used only for calculating the tariffs. Data from the AMR system can be strategic assets for utilities to provide the value-added services for customer. Development of the value-added services for utilities and customer needs processing and managing the AMR data. In this paper, the energy consulting service, which is adequate to new power system environment, is suggested for development of the value-added services. The application of the suggested service will bring the effect of reducing the monthly bill for customer. Also the service will give not only the effective demand side management(DSM) and load control, but also reduction of the investment for utilities.

• 한국의류학회지
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• 제48권1호
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• pp.37-49
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• 2024

This study confirmed the relationship between variables developed by qualitative ground theory through quantitative research. The purpose of the study is to explain the effect of core sales tasks on sales services and the mediating effect of organizational member relationships on sales services. The data were collected through a survey of fashion brand salespeople in Gwangju from September to October 2020 with data from 235 responses analyzed using SPSS 27.0 and AMOS 26.0. The validity of the research model verified the confirmatory factor analysis and the research hypothesis was verified through path analysis and multi-mediated analysis of the structural model. The research results were as follows. First, sales management did not directly affect sales services, and customer management affected sales services. Second, a meaningful causal relationship was shown to exist between organizational member relationships and sales management, but organizational member relationships and customer management did not have a significant relationship. Third, the total and individual indirect effects of headquarters relations, colleague relations, and customer management were all statistically significant.

• The Journal of Asian Finance, Economics and Business
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• 제7권8호
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• pp.395-405
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• 2020

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking - reliability, responsiveness, service capacity, empathy and tangibility - have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

• 산업경영시스템학회지
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• 제46권3호
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• pp.198-208
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• 2023

In order to enhance competitiveness in the industry, financial companies are building a high level of customer satisfaction and repurchase intention by further strengthening not only the technical quality of the platform business but also the customer-oriented service quality. Theoretically, it is time for a theoretical review of whether the expansion of service quality using platform business in the financial industry is directly linked to the performance of financial companies, such as satisfaction and repurchase intention of existing customers. Based on the rapid growth of mobile and the main activities of financial platform companies above, This study attempted to test a significant impact on customer satisfaction and reuse intention on information services and system services, which are service quality of mobile financial platforms. Even if a number of financial companies compete with each other, they could survive by dividing the market, In the digital environment, customers have free access, so the winner can monopolize the market. It is an environment in which customers can move to platform companies that provide better services. The contents presented through the results in this study will be able to be used strategically in terms of the implementation and operation of the financial platform. In addition, it served as an opportunity to find independent variables that affect customer satisfaction and reuse intention, which are financial platform service quality, and suggested the possibility of continuous development of the platform in the future. In summary, the service quality of financial platforms can further expand users by emphasizing user visibility in terms of information services and utilizing user-centered financial platforms that increase customer satisfaction and reliability by strengthening the responsiveness and ease of system services. This study is of important value and is believed to have laid an important foundation for future research.