• Industrial Engineering and Management Systems
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• v.14 no.4
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• pp.347-371
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• 2015

A hybrid procedure based on multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) is proposed to evaluate the relative efficiency of customer services in bank branches. First, a three-stage process including sub-processes such as customer expectations, customer satisfaction, and customer loyalty, is defined to model the banking customer services. Then, fulfillment of customer expectations, customer loyalty level, and the customer satisfaction degree are measured and quantified through a multi-dimensional questionnaire based on customers' perceptions analysis and MUSA method, respectively. The customer services scores and the other criteria such as mean of employee evaluation score, operation costs, assets, deposits, loans, number of accounts are considered in network three-stage DEA model. The proposed NDEA model is formed based on multipliers perspective, output-oriented, and constant return to scale assumptions. The proposed NDEA model quantifies and assesses the total efficiency of main process and assigns the efficiency to customer expectations, customer satisfactions, and customer loyalties sub-processes in bank branches. The whole procedure is applied on 30 bank branches in IRAN. The proposed approach can be used in other organizations such as airports, airline agencies, urban transportation systems, railway organizations, chain stores, chain restaurants, public libraries, and entertainment centers.

• KIEAE Journal
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• v.11 no.6
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• pp.19-28
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• 2011

This study examines the current status on the supply of community facilities based on the supply criteria of present welfare facilities. Analyzing satisfaction of residents about community facilities based on physical supply criteria. The study sets up the concept and proposed trend of the related studies and distinction through the examination of previous researches. Next, the present systematical supply criteria, was used to make indication in order to propose the promotion of improvement on supply criteria for community facilities. Multi dimensional analyzing system and the satisfaction level of the community facility was used to analyze the relationship between the two. The direction of policy improvement according to the analysis is as per the following. First, it is necessary to improve supply criteria of household to guarantee the minimal amount of space. Second, specification of the minimum distance of community facility to residential area in the complex is needed. Also, the presentation of bottom boundary line of the formation area size to expand the size up to minimal level of size is needed. Third, resident exercise facility supply criteria among the community facility supply criteria need to be improved from the number of household base to the size for each household base. Forth, resident resting facility criteria among the community facility supply criteria should be changed from the present criteria of one facility per five hundred households.

• Journal of Distribution Science
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• v.11 no.3
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• pp.13-22
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• 2013

Purpose - Product purpose for optimal values solution for synthesize evaluative criteria and optimize product design values. In addition, product designer has to consider the product design to conform to project, laws and regulations, authentication, from the product design stage. Research design, data, methodology - How to use an evaluative criteria model's imprecise market data by evaluative criteria research design; product mapping relationships between design parameters and customer requirements using product predicted value method. An evaluative criteria model and their associated criteria status, product evaluative criteria model of results. Results - Therefore, after the enterprise product design project analysis, effectiveness and the customer degree of satisfaction must be appraised to obtain the maximum value for the benefit on behalf of the implementation goals, the promotion product level and market competition strength. Conclusions - In multi criterion decision making (MCDM), using its searching software capacity to obtain the optimal solution.

• Korean Journal of Human Ecology
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• v.24 no.1
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• pp.111-122
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• 2015

The purpose of this study was to identify the shoes satisfaction and selection criteria according to women's BMI. Data was collected from 323 women in their 20-40's. Factor analysis, one-way ANOVA, Chi-square test, and multi regression analysis were done. Women were segmented into the under weight group, the regular weight group, and the over weight group according to their BMI. The factors of shoes selection criteria were fit and practicality, appearance, fashion and brand, materials and sewing, comfort and economy, and size. Generally most women were satisfied with the styles of shoes but dissatisfied with materials and size. The underweight group's foot was shorter and narrower, shoes was shorter and heel height was higher but the over weight group was opposite. The under weight group were satisfied with higher heel and comfort and practical shoes. The regular weight group were satisfied with higher heel and comfort and economy shoes but the over weight group was dissatisfied with higher heel and comfort and economy shoes.

• The Journal of Industrial Distribution & Business
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• v.4 no.2
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• pp.41-49
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• 2013

Purpose - Currently, the distribution environment has been changing rapidly because of the advent of super-supermarkets (SSM),which adopt the "price break" and "lowest price" strategies. Specifically, a diversification of the distribution environment allowed customers to reasonably decide where to shop. With a broadened range of criteria governing the choice of a store, determining changes in the distribution environment should be based on customer satisfaction surrounding the service levels of SSMs. This study examines the effects of service quality and product quality of SSMs on customer satisfaction levels, and analyzes whether these factors affect customers' revisit intention directly. Research design and methodology - A survey method was used and 127 SSM customers responded to the questionnaires that were developed to measure service quality, product quality, customer satisfaction, and store revisit intention. A multi-regression analysis was used to test the hypotheses. Results - Except hypothesis 2, the other seven hypotheses were supported. Hypothesis 2 suggested a positive relationship between product factors and customer satisfaction. Conclusions - This study found a systematic effect of service factors and product factors on customer satisfaction and word-of-mouth, and consequently on store revisit intention.

• International conference on construction engineering and project management
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• 2007.03a
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• pp.311-317
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• 2007

"Environmentally Sound and Sustainable Development (ESSD)" is a key word in recent years. The construction industry, have put a great influence on ergonomic and sustainable environment. Recently, "green building certifications", such as Indoor Air Quality (IAQ) and eco-friendly material regulation have been established. With this regard, new construction and aged-housing remodeling projects are required to meet these certification criteria. Multi-housing residents have great concern on eco-product, since many cases are reported that Sick Building Syndrome is caused by toxic substance from building materials. Aged-housing remodeling project is very unique in that building residents are selected prior to design phase. Therefore, the analysis of resident's need for building materials in aged-housing remodeling is relatively easy compared to new building construction. As such, it is very important to analyze their preferences for eco-friendly materials prior to project execution. The purpose of this study is to find the needs of residents and priority of their needs. Based on their needs and priority, this paper provides a new strategy in using environment-friendly materials and maximizing their satisfaction level when aged housing remodeling is constructed. In addition, this paper provide new criteria in selecting new developed environmental materials in remodeling projects for the purpose of improving the safety and health level in construction industry.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.41 no.4
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• pp.405-416
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• 2021

The safety speed 5030 policy, which is currently being implemented nationwide, tends to increase citizens' dissatisfaction due to reduced mobility and inconvenience. In order to successfully promote the Safety Speed 5030 policy, it is important to collect various opinions of citizens who use roads by deviating from quantitative policy evaluation criteria such as traffic accidents and traffic speed. Therefore, in this study, citizens who use roads were classified into a driver group and a non-driver group, and civic consciousness analysis such as adequacy evaluation of speed limit, satisfaction evaluation of road service quality (MDS), and importance-satisfaction analysis (IPA) was conducted. As a result of the analysis of civic consciousness, in particular, satisfaction with mobility, economy, and environment was low. Accordingly, it was intended to promote the successful implementation of the Safety Speed 5030 policy by presenting measures to improve the speed limit and quality of road service for roads with low satisfaction.

• Fashion & Textile Research Journal
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• v.8 no.4
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• pp.427-432
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• 2006

The purpose of this study was 1) to segment the market of inbound Japanese tourists based on the importance of tour activity that tourists perceived and 2) to examine the behavior of each segmentation purchasing cultural fashion items in Korea. Data were collected using a self-administered questionnaire survey in Seoul. Clustering analysis, Chisquare, and ANOVA test were used to conduct the data analysis on 288 out of 400 questionnaires. The inbound Japanese tourists market was segmented into 3 groups; culture oriented group, shopping oriented group, and multi-activity group. Three groups were significantly different in terms of age, income, purchase amount, purchase criteria, and degree of shopping satisfaction. Marketing strategies for segmented markets were discussed.

• Knowledge Management Research
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• v.19 no.2
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• pp.109-132
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• 2018

Recently, new financial services related to FinTech has gained attention more and more. Online P2P financial services transactions such as FinTech require careful examination of the constituents of information systems as an investment is made based on the information presented on the online platform without direct face-to-face contact. The purpose of this study is to find out the success factors of online P2P Lending service among FinTech. To serve the purpose, we build IS (information system) success model, and then use Kano model and fuzzy analytic hierarchy process (Fuzzy-AHP) to find out factors for the success of online P2P Lending service. In particular, this study uses Kano model to classify information system satisfaction factors and to calculate the satisfaction coefficient. The Kano model, however, has a drawback of evaluating single criterion. Therefore, we use multi-criteria decision-making technique such as Fuzzy-AHP to derive the relative importance of the factors. The analysis results show different results depending on the analysis technique. In the Kano model, most of the information system factors are a one-dimensional quality attribute. The satisfaction coefficient is highest for personalized service, followed by the responsiveness of service, ease of using a system, understanding of information, usefulness of information' reliability. The service reliability is the highest in dissatisfaction coefficient, followed by system security, service responsiveness, system stability, and personalized service. The results of the Fuzzy-AHP analysis shows that the usefulness of information quality, the personalization of service quality, and the security of system quality are the significant factors and the stability of system quality was a secondary factor.

• Journal of the Architectural Institute of Korea Planning & Design
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• v.35 no.1
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• pp.73-81
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• 2019

The purpose of this study is to draw safe environmental project factors for enhancing the safety of children in peripheral space around children's park and suggest environmental project measures for peripheral spaces around children's parks, based on the survey of children's park users' consciousness on peripheral spaces. Physical space range for this study was limited to low-rise housing area wihtin the radius of 250m, as peripheral spaces around children's parks in which children's playgrounds were built. In addition, the target areas for examining users' consciousness on peripheral spaces around children's parks were selected according to following criteria. 1)areas with highter portion of children; 2) those with higher portion of single-family houses/multi-housing/tenement houses, which constitute low-rise housing areas; and 3) those with higher safety accident rate of children, which was measured based on criminal and traffic accidents. The finding are as follows: first, users' consciousness on safety accidents that are likely to occur in peripheral spaces around children's parks was examined to show that there is most prominent difference between satisfaction and necessity. This result suggests that users are clearly conscious of the necessity of environmental improvement rather than the satisfaction with the current peripheral environment around children's park.; second, for the difference between satisfaction with and necessity of environmental project factors for access/boundary spaces around children's pakrs, there is most significant difference between the satisfaction with and the necessity of establishment of facilities against illegal parking for clear visibility of community roads, for access spaces, and the separate establishment of bicycle racks around main entry into parks, for boundary spaces. Users' necessity of the establishment of them is judged to be derived from the fact that the safety of children and even adults is threatened, because bicycles invaded into the deep inside of children parks. This study analyzed a correlation between satisfaction and necessity through factor and IPA analysis, and should be initially considenred if the future environmental improvement project would be conducted to promote safe environment in peripheral spaces around children's parks in the future. It will be necessary to provide practical environmental project factors through a field investigation.