• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• Journal of Korean Society for Quality Management
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• v.28 no.3
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• pp.133-144
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• 2000

Many organizations have developed their own information systems not only for internal efficiency but also for effectiveness of external customer services. One of the most effective service tools for their customers is the use of information technology. The web technology is rapidly becoming one of the most effective tools for online customer services. In order to gain competitive edge, organizations must have effective web site planning methods for their customer service. A study on traditional information systems planning methodologies has been conducted and they are compared with web site planning techniques. Cases of web sites in order to Improve customer relationship are analyzed. finally, a new conceptual framework for web site planning strategy for e-CRM is proposed in this paper. In order to support effective web site planning, online customer contact points and online service activities are defined and classified as several stages. And, web site strategies corresponding to each customer service activities are developed and proposed, With this framework, organizations can build competitive web strategies for improving their online customer relationships, thereby increasing customer satisfaction.

• The Journal of Society for e-Business Studies
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• v.9 no.1
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• pp.237-254
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• 2004

A customer satisfaction at business activity has influence on affirmative customer reaction. The customer reaction encouragement system(CRES) is to expand the present customer response concept in this paper. The CRES application can make real-time connection between customers and sellers at EC(B2C) environment, and on the basis of this application, it can derive the positive customer reaction encouragement. In this paper, the comparison results between new EC system applied for the CRES and present EC system are proposed.

• International Commerce and Information Review
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• v.10 no.2
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• pp.433-453
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• 2008

Customer satisfaction and loyalty are becoming an increasing salient topic in many firms and in academic research. This study places significance in establishing corporate marketing strategy via analyzing and understanding purchasing by Korean and Chinese customer, especially those for service store, who serve as the core in marketing activities. To objectives of this study are to investigate which antecedent variables have significant effects on consumer perceived satisfaction or loyalty and to examine whether these factors have differences between Korean and Chinese customer. To test the hypotheses, such antecedent variables as the product quality, service quality, store reputation, store image. All variables are significant factors in both Korean and Chinese customer. Under the current increasingly rapid competitive market, product/service quality, store reputation/image can provide customer satisfaction and loyalty, can generate continual customer expansion of current customer through the reuse intention and can contribute to the expansion of new customers.

• Asia pacific journal of information systems
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• v.32 no.3
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• pp.496-513
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• 2022

Artificial intelligence or big data technologies can benefit finance companies such as those in the insurance sector. With artificial intelligence, companies can develop better customer segmentation methods and eventually improve the quality of customer relationship management. However, the application of AI-based customer segmentation in the insurance industry seems to have been unsuccessful. Findings from our interviews with sales agents and customer service managers indicate that current customer segmentation in the Korean insurance company relies upon individual agents' heuristic decisions rather than a generalizable data-based method. We propose guidelines for AI-based customer segmentation for the insurance industry, based on the CRISP-DM standard data mining project framework. Our proposed guideline provides new insights for studies on AI-based technology implementation and has practical implications for companies that deploy algorithm-based customer relationship management systems.

• Journal of Korean Society for Quality Management
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• v.49 no.4
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• pp.609-622
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• 2021

Purpose: In recent years, several new attempts have been made to offer products and services based on servitization and customization for comparative advantage and customer satisfaction. Apparently, these attempts are empowered by new digital technologies. Therefore, this study aims to present new business cases with features of digital transformation era in Korea on the perspective of new quality dimensions. Methods: The study approaches the subject by presenting a number of recent business cases in multiple fields in Korea. All cases are analyzed and compared with "10 Quality Dimensions" and several related implications such as servitization, customization, digitalization and differentiated value. Results: The results of this study are as follows; the common core quality dimensions of case are customization, aesthetic and convenience. Furthermore, the critical role of technology is deduced as the core quality dimensions are built on new digital technologies. Lastly, businesses in the age of digital transformation must focus on the core performance of their products and services for customer satisfaction while delivering new core quality dimensions. Conclusion: Recent digital technologies are capable to realize servitization and empower companies to provide differentiated and customized products, services, and experience to their customers. However, it is significant to retain other factors for customer satisfactions rather than customization.

• Journal of the Korean Operations Research and Management Science Society
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• v.28 no.4
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• pp.85-104
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• 2003

Customer retention is more emphasized for internet business than off-line shopping-malls. The loyals not only purchase a lot but also recommend the mall to new customers quickly using internet media, and there have been many studies on this subject. In this study, customer satisfaction and trust are suggested as preceding variables that have an influence on customer loyalty, and switching gains are suggested as a moderating variable between customer satisfaction & trust and customer loyalty. Many people think it would be easier to change business connection and customer loyalty for internet shopping-malls would be very low. This study, however, concluded that customer satisfaction and trust had a significant influence on customer loyalty even in internet shopping-mall, and that switching gains had moderating effect between satisfaction-attitudinal loyalty and trust-behavioral loyalty. These results are meaningful in that customer satisfaction or trust should be emphasized even on internet business and that switching gains can be strategic focus in building up customer loyalty and retention.

• Journal of Fashion Business
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• v.11 no.2
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• pp.1-13
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• 2007

The purpose of this study is to confirm Customer Voluntary Performance as a new strategy that contributes to Service Quality and maintains customer Relationship, and to understand how Service Quality and Relationship Benefits on Customer Voluntary Performance. To pursue the above purposes, the experimental model showing the working process was designed like this: Service quality - Relationship Benefits - Customer Satisfaction - Relationship Quality - Customer Voluntary Performance. To accomplish the experimental study, questionnaire method was chosen and targeted women living seoul. 721 questionnaires were used in last analysis. SPSS 8.0 was used in analysis of data. The results show that (1)Customer satisfaction was affected by Service Quality and Relationship Benefits affirmatively; (2)Relationship Quality was affected by Customer Satisfaction, Service Quality, Relationship Benefit; (3)Customer Voluntary Performance was affected by Relationship Quality and Customer Satisfaction; (4)Service Quality and Relationship Benefits influenced on Customer Voluntary Performance. This study has a important meaning that it provides marketing strategy on satisfied relationship maintenance and customer satisfaction creation.

• Management & Information Systems Review
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• v.25
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• pp.339-370
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• 2008

As the Internet environment develops, Internet has already been being established as important tool of business marketing and branding. In particular, a brand community where customers interact with other customers who have the same interest in brand provides a variety of benefits to customers as well as companies. The brand community makes it possible for company to build, and retain relationships with customers, and capture new market opportunities. Therefore, this study examines the relationship among service quality of brand community, customer value, customer satisfaction, customer trust, and brand community loyalty in online brand communities. The results of empirical analysis can be summarized by the following: First, service quality of brand community had a significant direct effect on customer value. Second, service quality of brand community had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through customer value and customer trust. Third, service quality of brand community had a significant indirect effect on brand community loyalty through customer satisfaction, customer value, and customer trust. Therefore, These finding will spawn both academic and practitioner interest in brand community and serve as a foundation for further research in this important area.

• Journal of Industrial Convergence
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• v.5 no.2
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• pp.3-19
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• 2007

Salesperson behavior with respect to selling orientation-customer satisfaction(SOCO) is shown to influence customer satisfaction with the salesperson, dealer, product and manufacturer in of new car purchasers. The influence of selling behaviors on product satisfaction has significant implications for manufacturers in their efforts to enhance market acceptance. Strategies to enhance product satisfaction via salesperson behaviors are discussed.