• 한국IT서비스학회지
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• 제13권3호
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• pp.333-342
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• 2014

As for the dimensions of service quality, reliability, responsiveness, assurance, empathy, and tangibles are the main factors that determine the company's service quality. To improve quality of service, companies emphasize the balance among the dimensions of service quality. These emphases improve definitely customer satisfaction and intention of reusing service, while communication at customer encounters give direct affects in customer satisfaction and intention of reusing service. This study shows how communications at customer encounters affect intention of reusing service and be affected by the dimensions of service quality. It especially analyzes how IT-based communications, one of physical one, such as phones, emails, messengers, and SNSs affect and be affected. In addition, it analyzes car repair service. This research uses a factor of communications at service encounter as for intermediate parameter and analyzes how it relates to dimensions of service quality and intention of reusing service. With following research model, it will analyze how IT-based communication affects intention of reusing service and be also affected by dimensions of service quality.

• International Journal of Internet, Broadcasting and Communication
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• 제12권4호
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• pp.26-32
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• 2020

There are many airline customer evaluation data, but they are insufficient in terms of predicting customer satisfaction in practice. In particular, they are generally insufficient in case of verification of data value and development of a customer satisfaction prediction model based on customer evaluation data. In this paper, airline customer satisfaction analysis is conducted through an experiment of correlation analysis between customer evaluation data provided by Google's Kaggle. The difference in accuracy varied according to the three types, which are the overall variables, the top 4 and top 8 variables with the highest correlation. To build an airline customer satisfaction prediction model, they are applied to three classification algorithms of Random Forest, SVM, DNN and conduct a classification experiment. They are divided into training data and verification data by 7:3. As a result, the DNN model showed the lowest accuracy at 86.4%, while the SVM model at 89% and the Random Forest model at 95.7% showed the highest accuracy and performance.

• 경영정보학연구
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• 제4권1호
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• pp.33-45
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• 2002

최근 정보기술의 발달로 저비용의 대화 채널 구축이 용이해짐에 따라 최종소비자와 기업간의 정보 교환 및 공유가 활발해지고 단속적거래 보다는 지속적인 거래를 통한 관계적 결속이 늘어 가고 있다. 지속적 교환관계에서는 거래정보와 비거래 정보의 흐름이 발생하는데, 정보기술을 이용하여 고객의 정보, 고객을 위한 정보, 고객에 의한 정보등을 관리함으로써 관계관리에 있어 핵심적 역량을 창출할 수 있다. 본 연구에서는 소비자와 기업간의 관계적 결속 생성에 대한 이론적 배경을 토대로 정보 흐름의 관점에서 동적인 관계관리의 개념적 틀을 제시하였다. 또한 이를 지원하기 위한 고객 정보시스템 아키텍처를 설계하고 국내 기업사례에 실제로 적용해 보았다.

• 유통과학연구
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• 제19권6호
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• pp.51-64
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• 2021

Purpose: A restaurant is a business of the physical distribution of food and beverages which includes intercultural interaction. This research paper aims to examine the influence of Japanese taste as a product advantage, determining service quality factor in the restaurant business, the e-CRM that involves technology, social media campaigns to reach the target market of young people, and customer satisfaction on customer loyalty in Sushi Tei restaurant. This study also intends to find direct and indirect influence between the variables. Research design, data and methodology: Quantitative research was conducted using a survey method by distributing 100 questionnaires to Sushi Tei customers in Jakarta, consisting of Gen Z and Millennials. Samples were taken at each outlet in the Jakarta area on weekend and weekdays by purposive sampling. Data was generated by path analysis Results: The results showed that Japanese taste, service quality, and e-CRM significantly influence customer satisfaction and customer loyalty. However, social media campaigns failed to influence customer loyalty. As a result, customer satisfaction has a significant influence on customer loyalty within Sushi Tei restaurant. Conclusion: The study also proposed significant implications to develop and maintain a relationship with the customer to gain satisfaction and loyalty in the food and beverage industry.

• 경영과정보연구
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• 제23권
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• 산업경영시스템학회지
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• 제44권1호
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• pp.51-59
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• 2021

Electronic document communication based on a digital channel is becoming increasingly important with the advent of the paperless age. The electronic document based on PDF format does not provide a powerful customer experience for a mobile device user despite replacing a paper document by providing the content integrity and the independence of various devices and software. On the other hand, the electronic document based on HTML5 format has weakness in the content integrity as there is no HTML5 specification for the content integrity despite its enhanced customer experience such as a responsive web technology for a mobile device user. In this paper, we design the Document-HTML, which provides the content integrity and the powerful customer experience by declaring the HTML5 constraint rules and the extended tags to contain the digital signature based on PKI. We analyze the existing electronic document that has been used in the major financial enterprise to develop a sample. We also verify the Document-HTML by experimenting with the sample of HTML electronic communication documents and analyze the PKI equation. The Document-HTML document can be used as an authorized electronic document communication and provide a powerful customer experience in the mobile environment between an enterprise and a user in the future.

• 한국조리학회지
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• 제7권2호
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• pp.1-24
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• 2001

A Study on the strategic methods for internal marketing of Family Restaurant. We know that customer satisfaction in measuring the effect of marketing performance on employees in service industry. There are four strategies of internal marketing for service-employee, which are participation-promotion and manner-management of employee, classification to employee, communication strategy, motivation environment for employee. First, communication, sales and service technology of employee can be developed and improved through the education and training. Second, company can make better achievement by classifying life-style and individual desire. Third, communication strategy can improve service quality by development of team-work through the confidence and joint-responsibility. Fourth. the company make environment which employee can compete by offering incentive fairly and properly. In the conclusion, when employees serve customers in a depressed attitude, they neglect service process and bring about customer non-satisfaction. This have negative effect on external customer satisfaction in the short term. And so that customer-satisfaction can't exist without employee-satisfaction. that is job-satisfaction is the goal of company. therefore study about internal marketing action should be go on.

• 마케팅과학연구
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• 제20권3호
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• pp.269-277
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• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• 경영정보학연구
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• 제14권1호
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• pp.37-65
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• 2012

본 연구는 오프라인 환경의 상점에서 활용할 수 있는 근거리 무선 통신 기반의 유비쿼터스 고객 관계 관리 시스템을 설계하고 분석한다. 기존에 오프라인 환경의 상점에서 활용했던 고객 관계 관리 시스템은 로열티 카드를 발급하거나, 구매 확인을 위해 도장을 찍어 주는 것, 또는 소프트웨어 프로그램을 활용해 고객들의 상점 방문 및 구매 이력을 관리하는 것이 대부분이었다. 그러나 이러한 고객 관계 관리 시스템은 상점 관리자가 풍부한 고객 데이터를 획득하기 어려울 뿐만 아니라, 데이터를 획득한다 하더라도 체계적으로 관리하기 어려웠던 것이 사실이다. 특히, 로열티 카드를 활용하는 경우에는 고객들이 그 카드를 소지하고 다니지 않거나, 분실하는 경우가 빈번하기 때문에 그 효율성 및 효과성에 대해 의문이 제기된다. 이에 본 연구에서는 오프라인 환경의 상점에 근거리 무선 통신 태그가 부착됨으로써, 상점 관리자들은 고객 데이터를 용이하게 수집 및 관리할 수 있고, 고객들은 상점의 정보를 이음매 없이 파악할 수 있는 유비쿼터스 고객 관계 관리 시스템을 제안한다. 이를 위해 먼저 고객 관계 관리에 대한 기존 연구들을 검토하여, 유비쿼터스 고객 관계 관리의 개념을 검토하고, 제안하고자 하는 근거리 무선 통신 기반의 유비쿼터스 고객 관계 관리 시스템이 고려해야 할 요소를 도출한다. 그리고 제안 시스템이 활용되는 상황의 시나리오를 제시하고, 제안 시스템을 활용하게 되는 참여자들의 가치 분석과 프로세스 분석을 수행한다. 또한 실제 비즈니스 환경에서 제안 시스템의 활용 가능성을 다양한 관점에서 검토한다.

• 유통과학연구
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• 제18권8호
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• pp.5-14
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• 2020

This study aims to examine the impact of characteristics of SNS content provided by airlines on customer satisfaction and to explore the effect of the personal characteristics of the customers which have a modulating effect on the relationship between content characteristics of SNS and customer satisfaction. The data were collected over a period of April 21. 2019. to July 21. 2019. for three months from the people who have experience using SNS provided by airlines. 225 samples were selected and used as final samples from a collection rate of 93.4 percent. Findings suggest that the characteristics of airline's SNS content which include a promotion, information, and communication showed a positive impact on customer satisfaction. The analysis of a modulating effect of individual characteristics on the relationship between the airline's SNS content characteristics showed that diversity pursuit propensity, innovation propensity, and information-seeking propensity control the relationship between characteristics of airline's SNS content which are publicity, information and customer satisfaction. And it was found that all three personal characteristics do not control the relationship between communication and customer satisfaction. Thus, airlines should use SNS more effectively to generate customer satisfaction and present marketing measures to help generate profits through consumer purchasing behavior. It is expected that the findings of this study will help airlines to utilize marketing implications for effective and practical marketing methods.