• Journal of the Korean Institute of Intelligent Systems
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• v.26 no.6
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• pp.439-444
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• 2016

The definition of quality continues to evolve. In recent years, there has been growing interest in how to satisfy customers' potential needs with an emphasis on customer-oriented quality. Two-dimensional quality proposed by Kano provides a useful framework for discovering quality attributes critical to customer satisfaction and it is widely employed for product and service development. In Kano model, quality attributes are classified into attractive, one-dimensional, must-be, indifferent, and reverse ones. Finding attractive elements among them is important for achieving customer satisfaction effectively. However, Kano's classification method has limitations in dealing with customers' ambiguous and complex ideas. The customer response itself includes uncertainty and incompleteness. To overcome this problem, fuzzy methods are incorporated with Kano's classification in this paper. According to numerical comparisons, it is shown that the fuzzy Kano method is useful for accommodating various response of customer and is helpful to identify potential needs.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.3
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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.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.1039-1046
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• 2021

This study aims to determine the influence of the application of Total Quality Management (TQM) in coffee exporting companies in Bali. The research was conducted as there was not much research done to explore the application of TQM in coffee exporting companies in the city of Kintamani, Bali. Thus, this research plays an important role in examining the effect of the application of total quality management factors on company performance. In this research, the effect of TQM variables which are: customer focus factors, continuous improvement factors and employee empowerment factors on the company's performance was measured by using a balanced scorecard approach. The research result showed that the customer focus, the continuous improvement, and the employee empowerment factor has a positive impact on the performance of coffee exporting companies in the City of Kintamani. The result showed that continuous improvement factor has a more dominant influence compared to the customer focus factors and the employee empowerment factor. Thus, it is very important to consider the consistency when the companies implement TQM. In conclusion, TQM is important for coffee exporting companies in Indonesia to enter global competition, especially for world market-oriented companies and should be supported by the government and stakeholders.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• IE interfaces
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• v.25 no.2
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• pp.178-186
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• 2012

The DRAM module is an important part of servers, workstations and personal computer. Its malfunction causes a lot of damage on customer system. Therefore, customers demand the highest quality products. The company applies DRAM module Outgoing Quality Assurance Inspection(OQA) to secures the highest quality. It is the key process to decides shipment of products through sample inspection method with customer oriented tests. High fraction of defectives entering to OQA causes inevitable high quality cost. This article proposes the application of ensemble learning to classify the lot status to minimize the ratio of wrong decision in OQA, observing a potential in reducing the wrong decision.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.17 no.31
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• pp.163-176
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• 1994

Over the last few years Total Quality Management (TQM) programs have hem widely adapted by Korean manufacturing firms to improve their productivity, competitive edge and product quality levels. The purpose of this study is to evaluate the level of importance placed on four key TQM factors (customer satisfaction, strong management leadership, continuous improvement, imployee involvement and participation) used during the implementation of korean manufacturing TQM programs and to assess the effectiveness of those key factors in improving the performance of the firms. A Questionaire was developed and sent to senior managers in manufacturing organizations throughout korea. This survey asked qustions regarding 1) the firm's business environment and TQM program development 2) subcomponents of the key factors and 3) the effectiveness of the TQM program at improving the performance of the organization. The survey data were analyzed to determine the degree of correlation between each of the factors and the effectiveness of the TQM programs. This study demonstrated that the TQM programs were instrumental at improving the performance of the firms studied, and that the improvement was positively correlated with the length of time that the program had been implemented and the planned duration of the TQM program implementation. It was found that the person-oriented elements of management leadership and employee involvement were positively correlated and predictive of the success of the TQM Program, while the process-oriented components of customer satisfaction and employee involvement were not useful predictors of the effectiveness of the TQM program implementation.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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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 Korean Society for Quality Management
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• v.44 no.4
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• pp.951-963
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• 2016

Purpose: This study was conducted to analyze the potential customer's satisfaction for the concepts of smart audio features and utilize the results when developing the customer-oriented products. Methods: 16 different features were derived via the market research and professionals' interviews. The most satisfactory features were selected through "Kano model", the relative importance of Customer Satisfaction Coefficient, and respondents' preferences from 339 valid survey answers. Results: 15 out of the 16 features were categorized as attractive attribute. "'User Recognizing' and 'Strengthen Linking' groups", such as Auto connection with Smart-phone music player, Synchronization of TV & Audio, and Volume control situational awareness, were shown to provide higher satisfactions to those potential customers. On the other hand, Group 'Integrating Function', such as Aromatherapy and Auto lighting reaction, was shown to be relatively least preferred features. Conclusion: This study enabled which features could lead to the customer satisfaction. Nevertheless, it still requires extensive analyses in different countries and diverse cultures to target the global market. The audio product planners and R&D professionals are expected to learn useful information from such studies.

• Journal of Distribution Science
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• v.19 no.7
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• pp.75-85
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• 2021

Purpose: This study is focused on analyzing the key reasons why One-brand Shop has been shrinking and Multi-brand shop is rising from the perspective of the trend changes of customer behavior and distribution channel in the Korean cosmetic market. The purpose of this study is to examine the factors influencing the attractiveness of cosmetics distribution channels from a store perspective and a consumer perspective. Research methodology: This study conducted a survey to define the factors that influence the attractiveness of cosmetics distribution channels. A total of 300 samples were investigated. Results: The store factors that influence the attractiveness of the cosmetics distribution channel were product quality, shopping convenience, and store accessibility in the group of single-brand store preferences, and product diversity and store experience in the group of multi-brand store preferences. Conclusions: Core competing factors of One-brand shop include product value, shopping convenience and accessibility. In contrast, Multi-Brand shops offer core competing factors of diversified product portfolio and shop function experience. A new trend has been found that the customer segments of the price-oriented group and the pleasure-oriented group have become the mainstream segments in the Korean cosmetic market. In conclusion, Multi-brand Shops are suggesting better overall customer experiences in terms of distribution channel attractiveness and customer values.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.742-759
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• 2016

This study aims to examine effects of service authenticity and service quality on the customer satisfaction and customer loyalty in mediation of customer trust in financial investment company. This research model was validated by the statistical tool of SPSS18.0 and AMOS18.0 using survey data collected from the experienced of financial investment company. The results of this study are summarized as follows. First, service process authenticity has a significant effect with customer satisfaction and customer oriented authenticity has a significant effect with customer satisfaction in mediation of customer trust. Second, service quality(tangibility, reliability, assurance, empathy, except responsiveness) has a positive effect(empathy is the highest of all) with customer satisfaction and the importance of service authenticity and service quality can be confirmed from customer satisfaction and customer loyalty. Third, customer satisfaction and customer loyalty as well as trust and satisfaction have significant effects between them, but there have no significance between trust and loyalty. Finally, this study suggests directions of marketing strategy through build up trust in a strong relationship with the existing loyal customer in financial investment company.