• 한국산업정보학회논문지
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• 제17권4호
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• pp.99-114
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• 2012

국내 저축은행들은 다양한 원인으로 인해 오늘날 많은 어려움에 직면하고 있다. 이러한 어려움을 극복하기 위해서 저축은행들은 다양하고 전문적인 서비스를 요구하는 고객들을 만족시켜야 한다. 이를 위해 저축은행들은 고객 지향적으로 변해야 하고 고객 관리 관리를 체계적으로 하여야 한다. 이러한 인식하에 본 연구는 서비스 품질을 상호작용 품질, 결과 품질, 물리적 환경 품질의 3차원으로 분류하여 이들이 서비스 성과인 고객 만족, 고객 신뢰, 재거래 의도에 어떠한 영향을 주는지 조사하였다. 또한, 금리 민감도와 은행 명성이 서비스 품질과 서비스 성과 사이에 조절효과가 있는지도 살펴보았다. 본 연구의 결과는 금융 산업의 종사자와 연구자들에게 저축은행들의 경쟁력 확보를 위한 시사점과 가이드라인을 제공할 것이다.

• 한국경영과학회지
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• 제36권2호
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• pp.15-32
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• 2011

The research for exchange relationship in customer's perspective is meaningful especially in service, considering distinctive characteristics of service operations such as customer participation in the process whereas most of the recent related researches have been focused on employee's interaction with organization, leader, team and customer. In this study for beauty art service, the exchange party's characteristic is defined with beauty salon's reputation, staff's professionalism and customer's self-esteem. Also the exchange relation perception is classified into symbolism and interaction, Then the directional relations on customer's perspective are empirically investigated in the sequential order of the exchange party's characteristics, the exchange relation perception, the relationship quality and behavioral intention. In addition, the study examined the meditation effect via relationship quality between the exchange relation perception and the behavioral intention. Followings are confirmed from the statistical test with structural equation modelling：Symbolism is significantly caused by all of professionalism, reputation and self-esteem in the descending order of effect size whereas interaction is significantly influenced by only professionalism. The exchange relation perception has significant effect on the relationship quality, in turn which significantly affects behavioral intention. The exchange relation perception shows the significant indirect effect meditated by relationship quality and the insignificant direct effect on behavioral intention. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.

• 한국조리학회지
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• 제13권2호
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• pp.240-253
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• 2007

The purpose of this study is to crystallize the factors which influence the eating-out tendency at home and work site including in the range of Daegu city. We can find out that taste is the most important element for family eating-out style. Then comes sanitation, service, reputation of a restaurant and price in that order. There are some differences between family eating-out style and workers eating-out style. The only thing that differs from above referred to statement is that price is prior to the reputation of a restaurant. Thus, taste is more important than any other factor in investigative studies. And, in case of family eating-out style, the reputation of a restaurant is prior to price. In case of workers eating-out, however, price is more important than the reputation of a restaurant.

• 경영과정보연구
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• 제32권3호
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• pp.173-188
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• 2013

중고등교과 관련 이러닝은 사용자(학습자)와 구매자(학부모)가 다른 경우가 많다. 본 연구는 이러닝사용자와 구매자의 선택행동이 다를 것이라는 가정을 실증하였다. 분석결과를 요약하면 다음과 같다. 전체소비자를 대상으로 할 경우 이러닝 강좌에 대한 인지된 유용성, 상호작용성, 사이트 명성은 소비자의 수강의도에 긍정적인 영향을 주었지만, 콘텐츠품질은 회귀되지 않았다. 그러나 이러닝사용자(학습자)집단에서는 상호작용과 인지된 유용성, 콘텐츠 품질은 영향을 주었지만 명성은 회귀되지 않았다. 구매자(학부모)집단은 명성과 인지된 유용성에 영향을 받은 반면, 콘텐츠품질이나 상호작용성에는 영향을 받지 않았다.

• 대한지역사회영양학회지
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• 제26권3호
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• pp.177-187
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• 2021

Objectives: This study investigated the different perceptions of customers toward traditional and non-traditional fast-food restaurants regarding restaurant healthfulness, corporate reputation, and the impact of corporate reputation on loyalty intentions through corporate social responsibility (CSR) motive. Methods: An online survey was conducted on U.S. residents who were aware of fast food restaurants' CSR activities. Participants selected one fast food restaurant participating in CSR activities, coded as either traditional (n = 117) or non-traditional (n = 48), and answered questions about the selected restaurant's healthfulness, reputation, CSR motives, and loyalty intentions. The participants' perceptions of healthfulness and corporate reputation of the two types of fast-food restaurants were compared. A mediation path of corporate reputation - CSR motive - loyalty intention was analyzed. Results: Non-traditional fast-food restaurants (5.02 ± 1.26) were perceived to be more healthful than traditional ones (3.93 ± 1.72). The participants perceived that compared to traditional fast-food restaurants, non-traditional ones had a better overall corporate reputation (P = 0.037), were more concerned about their customers (P = 0.029), better workplaces (P = 0.007), more environmentally and socially responsible (P < 0.001), and offered higher quality products and services (P = 0.042). Significant positive correlations were shown between restaurant healthfulness and corporate reputation (P < 0.001 for all reputation items). The suggested mediation path was supported with 95% CIs excluding zero, implying that when fast-food restaurants had a better reputation overall, were customer oriented, good employers, strong companies with a good product and service quality, social and environmental responsibility, the participants were more likely to perceive their CSR activities to be sincere and were hence loyal to that restaurant. Conclusions: Overall, participants were more favorable towards non-traditional fast-food restaurants which had a healthier image and better reputation than traditional ones. Therefore, fast food restaurants need to consider offering healthy food and enhance their image, which would maximize the return on their investment in CSR.

• 한국콘텐츠학회논문지
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• 제9권6호
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• pp.344-356
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• 2009

본 연구는 이동통신사를 대상으로 서비스품질 구성차원과 감정적만족, 인지적만족, 서비스명성 및 서비스 충성도 간의 경로상의 관계를 검증함으로써 감정적만족과 서비스명성의 인과적 역할을 확인하였다. 분석결과, 서비스품질 구성차원인 확신품질은 인지적만족과 감정적만족 모두에게 영향을 주지 않았지만, 유형품질은 인지적만족에 더 많은 영향을 준 반면 대응품질은 감정적만족에 더 많은 영향력을 줌으로써 서비스품질 차원에 따라 인지적만족과 감정적만족의 중요도가 달라짐을 확인하였다. 이를 통해 서비스품질과 인지적만족 간의 관계에서 감정적만족이 매개됨을 검증하였다. 또한 서비스품질에 대한 만족의 서비스충성도에 대한 직접적 영향력보다는 서비스명성을 통한 영향력이 더 높은 것으로 나타나 만족과 서비스충성도 간에 서비스명성이 매개됨을 확인하였다. 따라서 서비스품질을 통한 서비스충성도 구축을 위해서는 서비스품질 차원에 따라 감정적만족을 유도함으로써 인지적만족을 형성하여야 하며, 만족한 고객에게도 서비스명성을 높임으로써 강력한 서비스충성도을 이루어야할 것이다.

• 디지털산업정보학회논문지
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• 제11권4호
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• pp.13-24
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• 2015

Customer complaints handling helps organizations to retain existing customers and attract new customers, as well. As Voice of the Customer (VOC) is one of the main sources of customer complaints, many organizations utilize VOC to enhance customer satisfaction. Effective management of VOC has been proved as one of the best ways to maintain organization's brand image and reputation. In spite of its importance, little has been reported on the utilization of VOC to detect faults in a telecommunication industry. In this paper, association rule mining based on VOC is used to identify root fault causes of a telecommunications network. To do that, VOC of a Communication Service Provider has been collected first. Then, association rule mining has also been conducted with various support and confidence levels. As a result, root fault causes of the telecommunications network can be identified. It is expected that this study can be used as a basis for decisions about customer satisfaction management such as preventive maintenances or reduction of the customer maintenance cost.

• 한국조리학회지
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• 제13권1호
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• pp.41-54
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• 2007

This study informs us what has influence on a decision that a customer using a hotel restaurant makes on a menu. Also, you can know how long it takes to decide what they are going to eat, how prompt and different they are. When the customers order food, they are getting very careful about their decisions. According to the study results, sometimes they are influenced by the person whom they accompany with. The most important factors to make customers choose one dish from a wide range of menu are taste of food, food sanitation, price, freshness of food materials. An atmosphere of a restaurant or its reputation, service of employees are key factors, too. You need change to reflect desire of a customer, and problems of a restaurant must be checked thoroughly. Many different kinds of food must be developed and managed thoroughly.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2007년도 춘계학술대회 논문집
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• pp.1948-1953
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer's needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• 대한안전경영과학회지
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• 제12권2호
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• pp.139-146
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• 2010

The advent of Internet has greatly increased the ability of companies to conduct their business faster, more accurately, over a wider range of time and space, at reduced cost and with the ability to customize and personalize customer offerings. However it may be difficult for companies to sustain a long-run survival in competition environment of e-business. The purpose in this study is to analyze the relationship among site loyalty characteristics, customer's repurchasing intention and switching intention of internet shopping mall. The results showed that reputation variables of internet shopping mall only affected significantly e-loyalty. And the relationship among e-brand loyalty, customer's repurchasing intention and switching intention was significantly supported.