• Title/Summary/Keyword: Individual Customers

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An e-Business Strategy for Small and Medium-sized Enterprises and Case Studies (중소기업 정보화 추진 전략과 적용 사례)

  • 김은홍;서정우;안성만;장성봉
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2003.11a
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    • pp.219-222
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    • 2003
  • This paper is to propose e-business strategies for individual SME's(small and medium-sized enterprises). e-business maturity model is used to assess e-business maturity level of a target SME, and then corresponding e-business strategy is proposed based on the current maturity level. We studied two SME's to show how it works. Most SME's are small and do not have enough resources to invest on information systems. As it turns out, e-business strategies of SME should heavily depend on its relationship with customers and suppliers. One of the studied SME's is found to be in higher maturity level, because its manufacturing system is tightly related to its customer. One of major implications of this study is that e-business level of SME's should be upgraded considering how it is doing business with its customers and suppliers.

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Influence of Public R&D Information Service Image on the Value and Satisfaction of Users

  • Lee, Sun Young;Suh, Sanghyuk
    • Asian Journal of Innovation and Policy
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    • v.6 no.2
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    • pp.192-205
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    • 2017
  • The aim of this study is to investigate the relative impact of the image of information service on customer's perceived value and satisfaction of R&D information. It also seeks to assess the moderating effect of service users' skills on the value of the service image on the customer. For this purpose, a field study was conducted on users of a public R&D information service called NTIS (National Technology Information Service) in Korea. The findings show that the information service image has a significant impact on customers' perceived value and satisfaction. In addition, customers' perceived value is found to be an important indicator in strengthening customer satisfaction. Findings also reveal that individual personal computer skills moderate the relationship between service image and information value. Further research is needed to strengthen the independent variable in view of the increasing pressure to improve public service quality and customer management.

Analysis of OLAP-based CRM Development Strategies and Effects (OLAP 기반의 CRM 개발전략 및 효과에 관한 연구 유통산업의 사례를 중심으로)

  • 조남재;이용범;정창미
    • Proceedings of the Korea Database Society Conference
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    • 2001.06a
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    • pp.251-260
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    • 2001
  • For a continuous revenue increase, a new scheme to increase sale volume is a necessity. This new scheme is based on a revaluation of the customer value for the sake of the future of a company. The concept and use of CRM and OLAP(On-Line Analytical Processing) are introduced in this report. The effectiveness of OLAP-based CRM is demonstrated through a case study of a typical retail company. The research suggests the need for the establishment of a marketing strategy to build a long-term relationship with individual customers. The needs for a scientific and systematic analysis of the industry, competitors and customers are elaborated.

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A Personalized Recommender based on Collaborative Filtering and Association Rule Mining

  • Kim Jae Kyeong;Suh Ji Hae;Cho Yoon Ho;Ahn Do Hyun
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2002.05a
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    • pp.312-319
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    • 2002
  • A recommendation system tracks past action of a group of users to make a recommendation to individual members of the group. The computer-mediated marking and commerce have grown rapidly nowadays so the concerns about various recommendation procedure are increasing. We introduce a recommendation methodology by which Korean department store suggests products and services to their customers. The suggested methodology is based on decision tree, product taxonomy, and association rule mining. Decision tree is to select target customers, who have high purchase possibility of recommended products. Product taxonomy and association rule mining are used to select proper products. The validity of our recommendation methodology is discussed with the analysis of a real Korean department store.

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Perceptual Differences between IS Project Service Providers and Customers on Information System Project Risk Factors: a Koran case (정보시스템 프로젝트의 위험요인에 대한 현업인력과 서비스제공인력과의 인식도 차이)

  • Lee, Seog-Jun;Cho, Suk-Jin;Park, Jung-Sun;Hahm, Yu-Keun;Kim, Yong-Jae
    • Journal of Information Technology Applications and Management
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    • v.14 no.3
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    • pp.79-94
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    • 2007
  • Cases of botched information systems implementation have been surfaced due to poor IS project management and control. One major source of such failures is the perceptual difference between the participants of IS projects who should define potential risk factors well before considered IS projects are launched. Based on risk factors cited from prior works, this paper empirically examines the risk factors associated with IS service project management to analyze perceptual differences between the IS service providers and customers in Korea. Data analyses found significant differences in the area of scheduling/resource, technological newness, communications, and sponsorship/ownership while statistically significant differences were observed in eleven individual factors out of forty six risk factors. Risk factors are also ordered in terms of perceived importance to highlight the critical differences.

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A Store Recommendation Procedure in Ubiquitous Market for User Privacy (U-마켓에서의 사용자 정보보호를 위한 매장 추천방법)

  • Kim, Jae-Kyeong;Chae, Kyung-Hee;Gu, Ja-Chul
    • Asia pacific journal of information systems
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    • v.18 no.3
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    • pp.123-145
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    • 2008
  • Recently, as the information communication technology develops, the discussion regarding the ubiquitous environment is occurring in diverse perspectives. Ubiquitous environment is an environment that could transfer data through networks regardless of the physical space, virtual space, time or location. In order to realize the ubiquitous environment, the Pervasive Sensing technology that enables the recognition of users' data without the border between physical and virtual space is required. In addition, the latest and diversified technologies such as Context-Awareness technology are necessary to construct the context around the user by sharing the data accessed through the Pervasive Sensing technology and linkage technology that is to prevent information loss through the wired, wireless networking and database. Especially, Pervasive Sensing technology is taken as an essential technology that enables user oriented services by recognizing the needs of the users even before the users inquire. There are lots of characteristics of ubiquitous environment through the technologies mentioned above such as ubiquity, abundance of data, mutuality, high information density, individualization and customization. Among them, information density directs the accessible amount and quality of the information and it is stored in bulk with ensured quality through Pervasive Sensing technology. Using this, in the companies, the personalized contents(or information) providing became possible for a target customer. Most of all, there are an increasing number of researches with respect to recommender systems that provide what customers need even when the customers do not explicitly ask something for their needs. Recommender systems are well renowned for its affirmative effect that enlarges the selling opportunities and reduces the searching cost of customers since it finds and provides information according to the customers' traits and preference in advance, in a commerce environment. Recommender systems have proved its usability through several methodologies and experiments conducted upon many different fields from the mid-1990s. Most of the researches related with the recommender systems until now take the products or information of internet or mobile context as its object, but there is not enough research concerned with recommending adequate store to customers in a ubiquitous environment. It is possible to track customers' behaviors in a ubiquitous environment, the same way it is implemented in an online market space even when customers are purchasing in an offline marketplace. Unlike existing internet space, in ubiquitous environment, the interest toward the stores is increasing that provides information according to the traffic line of the customers. In other words, the same product can be purchased in several different stores and the preferred store can be different from the customers by personal preference such as traffic line between stores, location, atmosphere, quality, and price. Krulwich(1997) has developed Lifestyle Finder which recommends a product and a store by using the demographical information and purchasing information generated in the internet commerce. Also, Fano(1998) has created a Shopper's Eye which is an information proving system. The information regarding the closest store from the customers' present location is shown when the customer has sent a to-buy list, Sadeh(2003) developed MyCampus that recommends appropriate information and a store in accordance with the schedule saved in a customers' mobile. Moreover, Keegan and O'Hare(2004) came up with EasiShop that provides the suitable tore information including price, after service, and accessibility after analyzing the to-buy list and the current location of customers. However, Krulwich(1997) does not indicate the characteristics of physical space based on the online commerce context and Keegan and O'Hare(2004) only provides information about store related to a product, while Fano(1998) does not fully consider the relationship between the preference toward the stores and the store itself. The most recent research by Sedah(2003), experimented on campus by suggesting recommender systems that reflect situation and preference information besides the characteristics of the physical space. Yet, there is a potential problem since the researches are based on location and preference information of customers which is connected to the invasion of privacy. The primary beginning point of controversy is an invasion of privacy and individual information in a ubiquitous environment according to researches conducted by Al-Muhtadi(2002), Beresford and Stajano(2003), and Ren(2006). Additionally, individuals want to be left anonymous to protect their own personal information, mentioned in Srivastava(2000). Therefore, in this paper, we suggest a methodology to recommend stores in U-market on the basis of ubiquitous environment not using personal information in order to protect individual information and privacy. The main idea behind our suggested methodology is based on Feature Matrices model (FM model, Shahabi and Banaei-Kashani, 2003) that uses clusters of customers' similar transaction data, which is similar to the Collaborative Filtering. However unlike Collaborative Filtering, this methodology overcomes the problems of personal information and privacy since it is not aware of the customer, exactly who they are, The methodology is compared with single trait model(vector model) such as visitor logs, while looking at the actual improvements of the recommendation when the context information is used. It is not easy to find real U-market data, so we experimented with factual data from a real department store with context information. The recommendation procedure of U-market proposed in this paper is divided into four major phases. First phase is collecting and preprocessing data for analysis of shopping patterns of customers. The traits of shopping patterns are expressed as feature matrices of N dimension. On second phase, the similar shopping patterns are grouped into clusters and the representative pattern of each cluster is derived. The distance between shopping patterns is calculated by Projected Pure Euclidean Distance (Shahabi and Banaei-Kashani, 2003). Third phase finds a representative pattern that is similar to a target customer, and at the same time, the shopping information of the customer is traced and saved dynamically. Fourth, the next store is recommended based on the physical distance between stores of representative patterns and the present location of target customer. In this research, we have evaluated the accuracy of recommendation method based on a factual data derived from a department store. There are technological difficulties of tracking on a real-time basis so we extracted purchasing related information and we added on context information on each transaction. As a result, recommendation based on FM model that applies purchasing and context information is more stable and accurate compared to that of vector model. Additionally, we could find more precise recommendation result as more shopping information is accumulated. Realistically, because of the limitation of ubiquitous environment realization, we were not able to reflect on all different kinds of context but more explicit analysis is expected to be attainable in the future after practical system is embodied.

A study on the CRM strategy for medium and small industry of distribution (중소유통업체의 CRM 도입방안에 관한 연구)

  • Kim, Gi-Pyoung
    • Journal of Distribution Science
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    • v.8 no.3
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    • pp.37-47
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    • 2010
  • CRM refers to the operating activities that always maintain and promote good relationship with customers to ultimately maximize the company's profits by understanding the value of customers to meet their demands, establishing a strategy which may maximize the Life Time Value and successfully operating the business by integrating the customer management processes. In our country, many big businesses are introducing CRM initiatively to use it in marketing strategy however, most medium and small sized companies do not understand CRM clearly or they feel difficult to introduce it due to huge investment needed. This study is intended to present CRM promotion strategy and activities plan fit for the medium and small sized companies by analyzing the success factors of the leading companies those have already executed CRM by surveying the precedents to make the distributors out of the industries have close relation with consumers to overcome their weakness in scale and strengthen their competitiveness in such a rapidly changing and fiercely competing market. There are 5 stages to build CRM such as the recognition of the needs of CRM establishment, the establishment of CRM integrated database, the establishment of customer analysis and marketing strategy through data mining, the practical use of customer analysis through data mining and the implementation of response analysis and close loop process. Through the case study of leading companies, CRM is needed in types of businesses where the companies constantly contact their customers. To meet their needs, they assertively analyze their customer information. Through this, they develop their own CRM programs personalized for their customers to provide high quality service products. For customers helping them make profits, the VIP marketing strategy is conducted to keep the customers from breaking their relationships with the companies. Through continuous management, CRM should be executed. In other words, through customer segmentation, the profitability for the customers should be maximized. The maximization of the profitability for the customers is the key to CRM. These are the success factors of the CRM of the distributors in Korea. Firstly, the top management's will power for CS management is needed. Secondly, the culture across the company should be made to respect the customers. Thirdly, specialized customer management and CRM workers should be trained. Fourthly, CRM behaviors should be developed for the whole staff members. Fifthly, CRM should be carried out through systematic cooperation between related departments. To make use of the case study for CRM, the company should understand the customer and establish customer management programs to set the optimal CRM strategy and continuously pursue it according to a long-term plan. For this, according to collected information and customer data, customers should be segmented and the responsive customer system should be designed according to the differentiated strategy according to the class of the customers. In terms of the future CRM, integrated CRM is essential where the customer information gathers together in one place. As the degree of customers' expectation increases a lot, the effective way to meet the customers' expectation should be pursued. As the IT technology improved rapidly, RFID (Radio Frequency Identification) appears. On a real-time basis, information about products and customers is obtained massively in a very short time. A strategy for successful CRM promotion should be improving the organizations in charge of contacting customers, re-planning the customer management processes and establishing the integrated system with the marketing strategy to keep good relation with the customers according to a long-term plan and a proper method suitable to the market conditions and run a company-wide program. In addition, a CRM program should be continuously improved and complemented to meet the company's characteristics. Especially, a strategy for successful CRM for the medium and small sized distributors should be as follows. First, they should change their existing recognition in CRM and keep in-depth care for the customers. Second, they should benchmark the techniques of CRM from the leading companies and find out success points to use. Third, they should seek some methods best suited for their particular conditions by achieving the ideas combining their own strong points with marketing. Fourth, a CRM model should be developed that will promote relationship with individual customers just like the precedents of small sized businesses in Switzerland through small but noticeable events.

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The Effect of Service Quality on Organizational Support and Job Satisfaction in Hotel Industry (호텔기업의 조직지원과 직무만족이 서비스품질에 미치는 영향)

  • Ji, Ke-Yung;Han, Jin-Young
    • Journal of Digital Convergence
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    • v.10 no.10
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    • pp.353-362
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    • 2012
  • The purpose of this study tried to find ways to improve service quality for customers and effective program of organizational support to increase the hotel employees' job satisfaction to empirically analyze causatively impacted relationship between the perceived organizational support, job satisfaction, and service quality in the hotel industry staff recognize. Data were collected from 217 and surveyed from 1 to 30 in November 2011 in hotel. To summarize the results of the study, first, satisfaction of individual job environment, satisfaction of work environment support concerned in support for personal values both was not affected significantly. Second, support for work environment was also affecting more than support for personal worth to improve the quality of customer service and in support for the organization Third, satisfaction of the individual's work environment affected adaptability, conviction, and corporality in job satisfaction variables while support satisfaction for working conditions effected conviction and adaptability without corporality. In order to enhance adaptability to customers who employees serve, it should be created work environment to make employees feel satisfaction in individual's work environment. Therefore, hotel managers have to entertain feelings of loyalty for their hotel and make employees satisfaction with their job and their duty by enhancing support for work environment of hotel employees in order to increase business performance by improving service quality for customers.

The Design of Intelligent Agent for Personal Finance Management System on Ubiquitous Environments (유비쿼터스 환경에서 개인자산관리 서비스를 위한 지능형 에이전트의 설계)

  • Shin, Kyung-Shik;Kim, Nam-Hee
    • Journal of Intelligence and Information Systems
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    • v.15 no.4
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    • pp.65-78
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    • 2009
  • The rapid changes of financial environment have increased the need and demand for personal financial advisory service from financial experts. In particular, as the individual customers want to get more customized financial services, the financial institutions created the private banking (PB) sector and have constantly expanded their PB services. However, it remains still problematic that the private banking system requires high costs so that the number of eligible customers who can have proper PB services is quite limited. To solve this problem, we propose an intelligent agent that can provides specialized and customized personal financial advisory services to the customers with low costs. The proposed agent systemizes and structures the information and knowledge of financial experts in private banking services so that individual customers can easily access to high-quality PB services when they need. On the first attempt we develop a framework of U-smart PB, an intelligent agent for personal financial management based on different scenarios related to personal financial decisions, and derive its core services. This system not only provides information simply, but also proposes to support personal investment decisions technically as an intelligent agent that embodies real-time customized financial management in a ubiquitous environment, regardless of time and place.

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E-book Customer Service Satisfaction by Using E-S-Qual (e-서비스 품질 평가모형을 이용한 전자책 서비스 이용자 만족도 연구)

  • Kim, Dong Eun;Ahn, Nah-Yeon;Lee, Kyoung-Ryul
    • The Journal of the Korea Contents Association
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    • v.14 no.7
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    • pp.559-570
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    • 2014
  • The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.