• 한국콘텐츠학회논문지
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• 제11권7호
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• pp.345-353
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• 2011

본 논문은 고객만족도 조사가 지니고 있는 현실적인 문제점의 개선 방법에 관한 탐색적 연구다. 고객만족도 수준이 높아질수록 만족고객의 비율이 높아지는 것은 당연한 현상이라 할 수 있는데, 실제 조사 측면에서는 만족응답으로의 쏠림현상이 두드러져, 데이터 분석의 구조적 한계와 함께 고객만족 개선안 도출의 유용성이 낮아지고 있다. 이러한 문제점을 해결하기 위해서는 만족고객을 재분류하여 보다 전략적인 의미를 도출하고 만족 고객의 불만족 요인을 찾아내기 위한 연구가 필요하다. 본 연구에서는 세부속성의 복합 점수를 이용한 만족고객의 재분류 방법을 제안하였는데, 제안 모델의 사례 연구결과 기존의 1차원 모형으로 전체 지수산출위주의 분석결과 보다는 개선된 결과를 얻을 수 있었다. 제안 연구결과는 향후 고객만족도 조사가 다양하고 입체적으로 분석되어 고객만족조사의 활성화는 물론, 고객만족경영 향상을 위한 유용한 자료로 활용되리라 기대한다.

• 한국조리학회지
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• 제5권2호
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• 품질경영학회지
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• 제32권3호
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• pp.29-44
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• 2004

Obtaining and fully understanding the true requirements of customers is hard task. However, successful use of quality function deployment(QFD) depends on capturing customers' requirements and reflecting them during the design of a product. One of common mistakes in QFD is to perform analysis using an inconsistent house of quality(HoQ) chart. This article presents a model for prioritizing customer attributes and design characteristics in order to make a product more attractive to customers. The proposed model modifies the analytic hierarchical process(AHP) with simple pairwise comparison. Our exploration using of QFD identifies how practitioners maintain consistency, whist quantifying HoQ speedily from the customer's perspectives. This paper also identifies and justifies an alternative position on QFD that is supported by statistical examples.

• 한국CDE학회논문집
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• 제14권2호
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• pp.105-114
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• 2009

A design needs various experience and design knowledge through a whole design process. Despite of all efforts and time, it is not easy to introduce a product that meets all customer's needs and expectation in time. To achieve the product goal, designers need a set of sequential process to find appropriate design parameters and ensure customers' needs and requirements. In this research we propose a design methodology for the initial design of an excavator front group with existing QFD(Quality Function Deployment) and Axiomatic Design to satisfy customer's requirements. It turns out that the proposed methodology can support designers more effectively, objectively, and systematically.

• 전기학회논문지
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• 제68권1호
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• pp.19-26
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• 2019

As global demand for energy, energy prices, and power generation has increased worldwide, the government is turning to supply-oriented electricity supply and demand policies, such as behavior-based energy efficiency programs. In order to measure the implementation effect of the behavior-based energy efficiency program, the energy reduction must be accurately calculated by calculating the customer baseline load.

• 산업융합연구
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• 제3권1호
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• pp.55-77
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• 2005

Recently the environment which besieges distribution system is changing suddenly. With opening the distribution market together the advanced various nations new multinational discount stores are introduced and the competition from this market is growing in intensity. Like this change is raising the recognition of the enterprises against the strategy importance of the distribution channel. Consequently, from under competing which is deepened from the hazard where the discount point industry exists what, it will not be able to do the customer-oriented management which it sees. To lead a customer satisfaction finally and it is important to put out. As only low price standing sale it will not be able to create a competitive advantage and raising the quality also it is demanded with the diversification of product assortment together. It does a customer loyalty degree further firmly and compared to the long-range strategy is necessary.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2006년도 추계학술대회
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• pp.545-559
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• 2006

The function of product design has been an important part for success on new product development We deeply studied 'Chocolate-Phone' case which is considered as a representative of adopting design-oriented new product development strategy. According to this study, we found three contextual factors and nine key success factors for design-oriented new product development. The contextual factors consist of the strong needs for innovative product development, customer's needs for the emotional value, competitive situation for the new product launching. The key success factors consist of design, development marketing, overall sides. The key success factors of design side are to select talented designers and take an insight for market and communication skill. The key success factors of development side are to possess high technological abilities, to do divergence with removing or giving up some function management's strong support. The key success factors of marketing side are to bring core marketers from outside, capacity to gather ideas from outside. The key success factors of overall side are to share design-oriented principle with other parts and to change member's mind from engineer-oriented to market-oriented.

• 한국의류학회지
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• 제28권1호
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• pp.76-87
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• 2004

The purpose of this study was to investigate the differences in adolescents' conspicuous consumption, and their attitude toward and purchasing behaviors for the imported luxuries and the famous brand clothing. A questionnaire survey was conducted to 570 high school students in Seoul; 538 were used for final data analysis. Factor analysis, cluster analysis, $\chi$$^2$-analysis, one-way ANOVA, Duncan's Multiple Range test were used for the statistical analyses. In terms of conspicuous consumption, three factors were formulated: brand and fashion orientation, others orientations, and prize and import orientation. Based on the factor scores, three clusters were identified: the inconspicuous, the others-oriented conspicuous, and the brand-oriented conspicuous. Regarding attitudes toward the products, significant differences were found in all attitudes. The brand-oriented conspicuous showed more favorable attitude toward the products than the other groups. Significant differences were also found in purchasing behaviors except the companions for shopping and purchase time. The brand-oriented conspicuous tended to purchase more, spend more money, prefer department stores, consider brand name and customer service as the most important criteria, and use impersonal informations sources when shopping the products. The other-oriented conspicuous tended to buy bogus products the most, use personal information and consider price and others' perception as important criteria. The inconspicuous were less likely to buy and spend money for the products.

• 마케팅과학연구
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• 제18권4호
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• pp.119-155
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• 2008

최근 많은 기업들이 치열한 경쟁에서 생존하기 위해 개별 고객들에게 초점을 맞춘 전사적이고 체계적인 고객관계관리에 전력을 기울이고 있다. 수익성 높은 대부분 기업들의 성공비결은 복합적이겠지만, 고객지향적 사고에의 신속한 적응이 중요한 부분을 차지하고 있다. 고객관계관리 기법 및 운용철학은 고객을 올바르게 이해하는데서 그치지 않고 고객행동을 사전적으로 예측하여 고객요구에 부응한 제품과 서비스를 제공하는 것만이 치열한 경쟁환경에서 생존함과 동시에 거듭된 성장을 이루는 유일한 해결책임을 강조한다. 고객관계관리는 데이터베이스마케팅과 같은 조직내 실무자 중심의 관점과 접근이 아니라 최고경영자의 마케팅 관점의 경영철학 구현을 통한 전사적이고 조직적인 참여가 이루어져야 한다. 그럼에도 불구하고 많은 기업들이 고객관계관리 기법을 도입하고 구축하는 과정에서 이러한 점을 간과해 왔으며 그 결과, 고객관계관리를 통해 수익성을 높인 기업이 있는 반면에 고객관계관리에 엄청난 비용만을 투입하고 별다른 성과를 거두지 못한 기업들도 다수이다. 본 연구는 CRM구축 및 실행과정에서의 성공요인을 기존 연구와 달리 마케팅적 관점에서 발견해 내고 있다. 시장지향성과 고객지향성이라는 마케팅 철학에서부터 고객정 보지향성과 핵심고객지향이라는 실무적 개념까지 포함해서 마케팅적인 관점에서의 성공적 CRM구축을 위한 선행요인을 발견하고, 이러한 요인들이 마케팅관점의 관계품질과 실무적인 CRM성과에 어떤 영향을 미치는지를 분석함과 동시에 관계품질과 CRM성과 간의 관계의 강도까지 실증적으로 분석해 보았다. 경험적 분석 결과 본 연구에서 구축한 마케팅관점의 CRM선행요인들 중에서 일부 요인을 제외하고는 대체적으로 관계품질 및 CRM성과를 높이는데 상당한 기여를 하고 있음이 확인되었으며, 영향관계의 정도에는 어느 정도 차이가 있음이 확인되었다. 또한 관계품질과 CRM성과 및 세부적 개념구성요인들 간에 매우 높은 정(+)의 관계가 존재함을 확인했다. 이는 CRM의 최종 성과를 달성하기 위해서 CRM구축 및 실행이후에 고객만족과 고객신뢰라는 개념적 연결고리를 강화함과 동시에 이러한 관계품질이 고객유지와 고객점유 정도의 향상으로 이어지도록 하는 창조적 전술개발이 요구됨을 의미한다. CRM을 구축 및 실행하는 대부분의 기업들이 조급하게 재무적인 성과를 기대하는 경향이 있는데, CRM은 마케팅철학을 포함하는 장기적인 경영활동임을 주지해야 한다. 기존의 많은 연구들이 취하고 있는 연구맥락에 근거해서 기술적인 시스템만을 갖추었다고 하여 단기적인 성과를 바라는 것은 오히려 비용의 낭비만을 초래 할 수 있음에 주목해야 한다. 본 연구결과를 바탕으로 CRM의 성공적 구축을 통해 관계품질을 강화하는 것에 대한 전략적 통찰을 제공함과 동시에 실질적인 CRM성과를 달성하기 위한 마케팅 관점의 연결구조를 어떻게 효율적으로 강화할 수 있을 것인가에 대한 학술적이고 실무적인 시사점을 도출했다.

• 한국조리학회지
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• 제24권2호
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• pp.1-7
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• 2018

This study aims to find what attributes of consumer satisfaction are more important when consumers choose coffee shops. Factors when customers choose coffee shops that are considered to be more crucial, such as taste, price, brand, and atmosphere, were tested and also relations between satisfaction and revisit were studied. As a result, factors as 'taste', 'price', 'brand', and 'atmosphere' were found to significantly affect satisfaction; in addition, the path that satisfaction leads to revisit was found to be significant. However, consumers' coffee shop selection attributes differed depending on their psychological consumption value. The path-coefficients from taste and price to satisfaction were more significant in the function-oriented group, meanwhile the path-coefficient from brand to satisfaction was significant in the emotion-oriented group (+) and the function-oriented group (-). The results of this study suggest attributes of selecting coffee shops and provide meaningful implications of consumer value when they choose the attributes.