• 유통과학연구
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• 제11권3호
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• pp.31-37
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• 2013

Purpose - The present research has been undertaken to examine the Customer Relationship Management (CRM) strategies adopted by public and private sector banks in India. The initial part of research helps to identify the factors of overall satisfaction of customers. The study also tries to identify the key determinants of CRM of Indian banking. Research design, data, methodology - The present research uses a self-structured questionnaire having a reliability score of 0.817 to elicit responses from customers in New Delhi and surrounding areas in India to examine the CRM used by public and private sector banks for enhancing customer satisfaction. The scale had 32 questions covering customer perceptions related to overall satisfaction and factors contributing to CRM. Results - The results highlight that overall satisfaction comprises of two factors namely personalised Services; and reliability and dependability. The determinants of CRM as identified through survey are: Speed, safety and security; Employee CRM; on time services; customer targeting; and friendly and helpful staff. The results also highlight that safety and security was preferred to other factors by the respondents. Conclusions - The findings of this study show that in terms of performance private sector banks fared better in providing CRM services than public sector banks.

• 산경연구논집
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• 제9권12호
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• pp.7-14
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• 2018

Purpose - The core objective of the research is to explore the quality of services provided by the Nigerian health care sector that lead to know the satisfaction levels of the consumers. Research design, data, and methodology - After a meticulous literature review, the researchers administered a two part questionnaire to know the service gaps and satisfaction levels of the customers. The research carried out with a sample of 400 respondents but received only 150 responses from the residents around Adamawa state. The collected data was edited, coded, and analyzed with the SPSS latest version with the descriptive and inferential statistical tools. Results - Majority of the respondents expressed their discontentment over the responsiveness of the service providers when compared to tangibility and reliability quality variables. There is no relationship between the quality variable tangibility and overall satisfaction. Related to the overall satisfaction, 42 percent of respondents have neutral perspective indicated that they are either satisfied or dissatisfied as against the 43.3 percent of dissatisfied customers. Conclusions - This research proffers invaluable information to the entire Nigerian health-care sector to review their existing delivery of services to improve patient satisfaction. This research is first of its kind concentrated to know the quality of health-care services and customers overall satisfaction in Nigeria.

• 유통과학연구
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• 제16권10호
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• pp.23-30
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• 2018

Purpose - This study intended to investigate ways to influence on the Chinese female consumers' use of mobile payment services. For this purpose, this research investigated the relationships among security and compatibility of the mobile payment service, perceived usefulness and perceived ease of use, psychological benefit, and intention to use mobile payment. Research design, data, and methodology - This research developed a structural equation model in which the usefulness, the ease of use, and the psychological benefit are predictors and the intention to use is a dependent variable. Data were collected from China female in Jiangsu and Shandong province. Results - Empirical results showed that the security and the compatibility had a positive influence on the usefulness and the ease of use. The usefulness and the ease of use influenced on the psychological benefit respectively and the psychological benefit had a positive influence on the intention to use. Conclusions - This research contributed to the mobile payment service literature by showing how Chinese women consumers adopt the mobile payment service based on TAM. Moreover, current study introduced the security and the compatibility as antecedents of the usefulness and the ease of use and revealed the mediating role of psychological benefit. Managerially, theses results suggested retailing companies ways to influence on the Chinese female consumers' use of mobile payment services.

• 한국지역사회생활과학회지
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• 제26권4호
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• pp.683-696
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• 2015

This study measures patients' meal satisfaction according to the type of operation (self-operation and contract operation) and identifies improvement areas. A survey was conducted using 183 contract operation patients and 60 self-operation patients receiving general meals. The mean score for satisfaction for the whole sample was 3.42 (self-operation = 3.51; contract operation = 3.39), and self-operation satisfaction was significantly higher than contract operation satisfaction. Mean scores were 2.98 for food, 3.26 for menu composition, 3.57 for sanitation, 3.78 for distribution meal services, and 3.50 for menu information. Self-operation showed a higher satisfaction level than the contract operation in food and menu composition. The ccontract operation showed a higher level of satisfaction than self-operation in sanitation, distribution meal services, and menu information. In terms of feeling dissatisfaction with meal services, both groups showed the highest dissatisfaction with food and menus, and both groups agreed on food and menus that required the greatest improvement. Based on the results, contract operation managers should develop and apply menus considering their preferences. Dietitians of self-operation strengthen communication between meal service staff and patients by carrying out periodic and systematic service education on self-operation.

• 유통과학연구
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• 제16권9호
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• pp.43-52
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• 2018

Purpose - This article accentuates that there is pervasive corruption in the supply chain and procurement of goods and services in the South African public sector, particularly in the local sphere of government. Consequently, the poor and the indigents who are supposed to receive quality services are affected. Therefore, the article emphasizes the need to strengthen compliance in the supply chain and procurement processes in order to combat corruption. Research design, data, and methodology - This article extensively utilized qualitative literature review approach to address and solve the problem of endemic corruption in the supply chain and procurement being perpetrated by local government officials. Results - The synthesis shows that by strengthening compliance of supply chain and procurement strategies, measures and frameworks, the likelihood of corruption will be drastically reduced if not totally eradicated. It demonstrates that the poor and the indigents who are supposed to receive quality services are being denied due to corruption. It also shows that failure to comply should result to enforcement of punitive sanctions against perpetrators. Conclusions - This study indicates that effective and efficient implementation of supply chain and procurement strategies, measures and frameworks are panacea for curbing corruption in South Africa public sector especially at the local sphere of government.

• 유통과학연구
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• 제21권9호
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• pp.93-102
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• 2023

Purpose: This study attempts to analyze the current status of the railway logistics business and to seek ways to improve it by using the business model as an analytical framework. It was intended to reflect practical implications that could be applied to the field, by dealing with issues at the industrial site related to each component in the business model. Research design, data and methodology: This study was conducted through literature review and field research. We analyzed academic papers and industrial reports on the development of the railway logistics industry and interviewed various stakeholders in the railway logistics industry. Results: This study determined the factors that could be eliminated, raised, reduced, or created from the customer and product perspective, infrastructure management perspective, and financial perspective. Conclusions: The growth of existing business can be achieved by lowering service prices, improving service quality, and securing large-scale transportation capacity. The additional transportation of high value goods and cold chain commodities will be promising business opportunities. Existing services can be provided to new customers (large pre-shippers, forwarding customers, etc.) in order to increase the size of sales Urban delivery services and comprehensive logistics services based on complex logistics centers may open an avenue for new market. A more timetable and track capacity need to be assigned to logistics, which significantly improve the flexibility and the competency of railway logistics.

• 산경연구논집
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• 제14권6호
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• pp.1-8
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• 2023

Purpose: The marketing practice for the leisure and sports industry is a complex process that requires a thorough understanding of the audience, their needs and motivations. Thus, this niche market is focused on specific products, services, or experiences. The present research explores and suggests meaningful strategies based on the literature textual dataset to provide how to attract consumers in this sector. Research design, data and methodology: We have conducted the 'Secondary Literature Analysis', reviewing and summarizing numerous findings in the relevant prior studies. As a result, we could obtain a total of 15 significant textual resources which are from only peer-reviewed journal article. All resources had a high quality of the instrument to prove their results. Results: The findings of this research pointed out that marketers in leisure sports sector need to communicate via following methods: (1) Understanding the Customers' Needs and Wants, (2) Social Media, (3) Advertising, (4) Promoting Brand Affinity, (5) Offering Discounts, and (6) Providing Value-Added Services. Conclusions: The present research concludes that the marketing practice in the leisure and sports industry should be performed using various channels. In addition, marketing practitioners are supposed to check if tailored marketing messages are compatible with products, services, and events that relate to their target audience's interests.

• 산경연구논집
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• 제13권3호
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• pp.25-34
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• 2022

Purpose: Food delivery services are rapidly increasing due to the recent COVID-19 outbreak. This study examines how much taste, price, brand, and reliability affect the satisfaction of delivery apps and delivery companies in food delivery services, as well as its effects on repurchase intentions. Research design, data and methodology: Empirical analysis was conducted through questionnaire survey on a coffee shop that started delivery services. Reliability and validity were analyzed, and hypotheses were verified through confirmatory factor analysis, discriminant validity analysis, and path analysis using structural equation modelling. Results: The factors affecting the satisfaction of delivery apps at coffee shops were taste and brand image. Only 'taste' had a statistically significant effect on the factor that made consumers feel satisfaction. In addition, satisfaction with delivery apps of coffee shops and delivery companies had a statistically significant effect on repurchase intention. The company should focus on improving the image of the coffee application rather than the corporate image. Conclusions: Now and in the future, F&B companies will have to recognize and respond, as well as rethink on how to deliver satisfaction of delivery apps and delivery companies to consumers in the ever-increasing delivery competition. This study provides implications through satisfaction analysis of coffee delivery apps and companies.

• 산경연구논집
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• 제15권9호
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• pp.11-19
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• 2024

Purpose: This study analyzes how cabin crew service quality influences customer loyalty in the aviation industry. Specifically, it examines how the reliability, professionalism, and authenticity of cabin crew services affect cognitive loyalty and whether such effects affect emotional loyalty. Design and methodology: We surveyed passengers who had used aviation services in the past year. Structural equation modelling was used to test our hypotheses. To test model fit and assess reliability, validity was developed for the measurement items of each variable. Findings: The results support all four hypotheses. Reliability, professionalism, and authenticity of cabin crew services positively influence cognitive loyalty. Furthermore, cognitive loyalty significantly and positively affects emotional loyalty. These findings highlight the crucial role of cabin crew in fostering both rational preference and emotional attachment among passengers. Conclusions: This study provides insights into developing customer loyalty in the aviation industry. It demonstrates the need to invest in cabin crew training, which ultimately affects all three service quality dimensions. It also indicates that carriers can consider cognitive loyalty as a gateway to emotional loyalty and should pursue strategies accordingly. These results provide airlines with practical implications for improving customer loyalty and furthering their competitive advantage in the industry.

• Weed & Turfgrass Science
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• 제5권2호
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• pp.71-81
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• 2016

본 연구는 2015년 5월부터 9월까지 충북지역 11개 시 군의 387지점에서 과수원의 잡초 발생 현황을 조사하기 위하여 수행되었다. 충북지역의 과원 발생 잡초를 조사한 결과, 총 47과 200종이 발생되었다. 생활사별로는 각각 일년생이 82종, 월년생이 40종, 다년생이 78종 발생되었고, 일년생 잡초와 다년생 잡초의 발생 비율이 비슷하였다. 과별로는 국화과가 41종, 벼과 18종, 콩과 12종, 사초과 11종, 십자화과 10종, 현삼과 9종, 석죽과, 마디풀과 각각 8종 순이었다. 충북지역에서 우점잡초는 바랭이 4.13%, 피 3.60%, 쇠별꽃 3.46%, 쑥 3.07%, 흰명아주 3.07%의 순으로 발생되었고, 상위 20종의 우점도는 전체 잡초종의 50% 이상을 차지하였다. 전체 과원별 발생 잡초의 유사성 계수는 평균 84.9%로 사과와 복숭아가 91% 이상이었고, 시설 포도 78.7%, 노지 포도 81.3%, 배 83.1%로 비슷한 경향이었다.