• Journal of Distribution Research
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• v.16 no.1
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• pp.95-115
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• 2011

Food service is the major part of franchise business in Korea, accounting for 69.9% of the brands in the market. As the food service industry becomes mature, many franchisees have struggled to survive in the market. In general, consumers have higher levels of expectation toward service quality of franchised outlets compared that of (non-franchised) independent ones. They also tend to believe that franchisees deliver standardized service at the uniform food price, regardless of their locations. Such beliefs seem to be important reasons that consumers prefer franchised outlets to independent ones. Nevertheless, few studies examined the impact of qualify features of franchisees on customer satisfaction so far. To this end, this study examined the characteristics of various quality features of franchisees in the food service industry, regarding their relationship with customer satisfaction and dissatisfaction. The quality perception of heavy-users was also compared with that of light-users in order to find insights for developing differentiated marketing strategy for the two segments. Customer satisfaction has been understood as a one-dimensional construct while there are recent studies that insist two-dimensional nature of the construct. In this regard, Kano et al. (1984) suggested to categorize quality features of a product or service into five types, based on their relation to customer satisfaction and dissatisfaction: Must-be quality, Attractive quality, One-dimensional quality, Indifferent quality, and Reverse quality. According to the Kano model, customers are more dissatisfied when Must-be quality(M) are not fulfilled, but their satisfaction does not arise above neutral no matter how fully the quality fulfilled. In comparison, customers are more satisfied with a full provision of Attactive quality(A) but manage to accept its dysfunction. One-dimensional quality(O) results in satisfaction when fulfilled and dissatisfaction when not fulfilled. For Indifferent quality(I), its presence or absence influences neither customer satisfaction nor dissatisfaction. Lastly, Reverse quality(R) refers to the features whose high degree of achievement results in customer dissatisfaction rather than satisfaction. Meanwhile, the basic guidelines of the Kano model have a limitation in that the quality type of each feature is simply determined by calculating the mode statistics. In order to overcome such limitation, the relative importance of each feature on customer satisfaction (Better value; b) and dissatisfaction (Worse value; w) were calculated following the formulas below (Timko, 1993). The Better value indicates how much customer satisfaction is increased by providing the quality feature in question. In contrast, the Worse value indicates how much customer dissatisfaction is decreased by providing the quality feature. Better = (A + O)/(A+O+M+I) Worse = (O+M)/(A+O+M+I)(-1) An on-line survey was performed in order to understand the nature of quality features of franchisees in the food service industry by applying the Kano Model. A total of twenty quality features (refer to the Table 2) were identified as the result of literature review in franchise business and a pre-test with fifty college students in Seoul. The potential respondents of our main survey was limited to the customers who have visited more than two restaurants/stores of the same franchise brand. Survey invitation e-mails were sent out to the panels of a market research company and a total of 257 responses were used for analysis. Following the guidelines of Kano model, each of the twenty quality features was classified into one of the five types based on customers' responses to a set of questions: "(1) how do you feel if the following quality feature is fulfilled in the franchise restaurant that you visit," and "(2) how do you feel if the following quality feature is not fulfilled in the franchise restaurant that you visit." The analyses revealed that customers' dissatisfaction with franchisees is commonly associated with the poor level of cleanliness of the store (w=-0.872), kindness of the staffs(w=-0.890), conveniences such as parking lot and restroom(w=-0.669), and expertise of the staffs(w=-0.492). Such quality features were categorized as Must-be quality in this study. While standardization or uniformity across franchisees has been emphasized in franchise business, this study found that consumers are interested only in uniformity of price across franchisees(w=-0.608), but not interested in standardizations of menu items, interior designs, customer service procedures, and food tastes. Customers appeared to be more satisfied when the franchise brand has promotional events such as giveaways(b=0.767), good accessibility(b=0.699), customer loyalty programs(b=0.659), award winning history(b=0.641), and outlets in the overseas market(b=0.506). The results are summarized in a matrix form in Table 1. Better(b) and Worse(w) index indicate relative importance of each quality feature on customer satisfaction and dissatisfaction, respectively. Meanwhile, there were differences in perceiving the quality features between light users and heavy users of any specific franchise brand in the food service industry. Expertise of the staffs was labeled as Must-be quality for heavy users but Indifferent quality for light users. Light users seemed indifferent to overseas expansion of the brand and offering new menu items on a regular basis, while heavy users appeared to perceive them as Attractive quality. Such difference may come from their different levels of involvement when they eat out. The results are shown in Table 2. The findings of this study help practitioners understand the quality features they need to focus on to strengthen the competitive power in the food service market. Above all, removing the factors that cause customer dissatisfaction seems to be the most critical for franchisees. To retain loyal customers of the franchise brand, it is also recommended for franchisor to invest resources in the development of new menu items as well as training programs for the staffs. Lastly, if resources allow, promotional events, loyalty programs, overseas expansion, award-winning history can be considered as tools for attracting more customers to the business.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.37 no.2
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• pp.427-435
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• 2017

Korea's overseas construction awards reached US $750 bn for more than 50 years since it first entered the market in 1966. In particular, the company won US $540 bn over 10 years from 2007, achieving 72% of the total contracts. However, in recent two years, awarded amounts have decreased by 40% each year. The most significant decline is due to the impact of international oil prices, which have plummeted since end of 2014, as oil-producing nations, which are Korea's major target countries, are struggling to cancel or postpone infrastructure orders. In order to lessen the impact of raw material price fluctuations, the recent trend is that even countries with relatively loose government financing conditions are rapidly changing their ordering methods to investment development forms such as PPP. The Korean government and companies have been already preparing for this for several years, but they are still not doing so well. The main reason is the lack of understanding about the investment development type project, especially financing methods and the aggravated fear of exposing it to various risks due to the characteristics of the development project, which takes a long time to collect the investment. In this paper, I propose a more systematic solution to financial process and risk management, which is recognized as a obstructive factor for Korean companies, in line with the recent government-led establishment of overseas infrastructure development support organizations. I would like to serve as a investment guide.

• Journal of the Korean Society of Safety
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• v.35 no.2
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• pp.28-33
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• 2020

Recently, the overseas construction market has been actively promoted for about 10 years, and overseas dam construction has been continuously performed. For the economic and safe construction of the dam, it is important to prepare the main dam construction plan considering the design frequency of the diversion tunnel and the cofferdam. In this respect, the prediction of river level during the rainy season is significant. Since most of the overseas dam construction sites are located in areas with poor infrastructure, the most efficient and economic method to predict the water level in dam construction is to use the upstream water level. In this study, a linear regression model, which is one of the simplest statistical methods, was proposed and examined to predict the downstream level from the upstream level. The Pyeongchang River basin, which has the characteristics of the upper stream (mountain stream), was selected as the target site and the observed water level in Pyeongchang and Panwoon gaging station were used. A regression equation was developed using the water level data set from August 22th to 27th, 2017, and its applicability was tested using the water level data set from August 28th to September 1st, 2018. The dependent variable was selected as the "level difference between two stations," and the independent variable was selected as "the level of water level in Pyeongchang station two hours ago" and the "water level change rate in Pyeongchang station (m/hr)". In addition, the accuracy of the developed equation was checked by using the regression statistics of Root Mean Square Error (RMSE), Adjusted Coefficient of Determination (ACD), and Nach Sutcliffe efficiency Coefficient (NSEC). As a result, the statistical value of the linear regression model was very high, so the downstream water level prediction using the upstream water level was examined in a highly reliable way. In addition, the results of the application of the water level change rate (m/hr) to the regression equation show that although the increase of the statistical value is not large, it is effective to reduce the water level error in the rapid level rise section. Accordingly, this is a significant advantage in estimating the evacuation water level during main dam construction to secure safety in construction site.

• Journal of Digital Convergence
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• v.16 no.3
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• pp.201-210
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• 2018

WorldJob+, being operated by The Human Resources Development Service of Korea, provides a recruitment support services to overseas companies wanting to hire talented Korean applicants and interns, and support the entire course from overseas advancement information check to enrollment, interview, and learning for young job-seekers. More than 300,000 young people have registered in WorldJob+, an overseas united information network, for job placement. To innovate WorldJob+'s services for young job-seekers, Splunk, a powerful platform for analyzing machine data, was introduced to collate and view system log files collected from its website. Leveraging Splunk's built-in data visualization and analytical features, WorldJob+ has built custom tools to gain insight into the operation of the recruitment supporting service system and to increase its integrity. Use cases include descriptive and predictive analytics for matching up services to allow employers and job seekers to be matched based on their respective needs and profiles, and connect jobseekers with the best recruiters and employers on the market, helping job seekers secure the best jobs fast. This paper will cover the numerous ways WorldJob+ has leveraged Splunk to improve its recruitment supporting services.

• Journal of Digital Convergence
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• v.16 no.6
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• pp.75-84
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• 2018

Although many logistics companies are interested in project logistics, the existing research has been limited to the growth potential of project logistics market and the high barrier and importance of project logistics. This study analyzes using DEA the operational efficiency of forwarding companies registered in major overseas construction EPC companies and performing logistics services for overseas plant construction projects. For efficiency analysis, Super-SBM analysis and Malmquist analysis are used among DEA analysis techniques. As a result of the Super-SBM analysis, DMU 5 ranked first at 1.807. DMU 5 is more efficient than the other large corporations because it has the stable supply of its parent company H and the smallest input and output variables among the large corporations. As a result of Malmquist analysis, TCI, which is a technological development, showed a fluctuation while TECI showed a relatively stable variation. In addition, there is a difference in scale between major companies and small and medium sized companies. So, it is necessary to identify the efficiency improvement strategy for each group and apply it to the practical work.

• Proceedings of the Korean Institute Of Construction Engineering and Management
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• 2006.11a
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• pp.167-172
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• 2006

It follows recently in an order augmentation of overseas construction market plant field and the project of oil gas field is increasing. Consequently, the hazard which secures the competitive power of the overseas plant enterprise of the domestic building industry enterprises the technical competitiveness security which stands, productivity improvement and strategy management propulsion back positive disposal plan establishment are demanded. Even from in that oil gas field of overseas plant enterprise for an industrial competitive power improvement the application of EPC circulation information which relates with a project accomplishment is more demanded, the EPC phased star efficiently it manages the circulation information contents which occurs from the business which is various it is not presented it cannot there is a contents classification system for. If with him about lower the draft the problem point of information omission back of occurrence and business subject for of the fringe land and duplication business occurs, about lower the productivity decrease actual condition is appearing with such problem point. The research which it sees consequently in order to improve the use characteristic of the augmentation of practical application of the contents management system of oil gas field and building industry information civil official establishhes the contents management system the BPM for (Business Process Management) to present the contents classification system of base, it does to sleep. The part of Business Process materiality the knowledge which is demanded, contents information and system anger it analyzes system anger of industrial equipment circulation information it takes a triangular position and to sleep it does.

• Journal of Convergence for Information Technology
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• v.9 no.4
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• pp.88-99
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• 2019

The objectives of this study is to Systematic literature review of internationalization of SMEs. Due to the economic characteristics of Korea, which depends on economic growth by exports, internationalization has become an essential management activity, not an option for SMEs. As a result, more than 400 studies related to the overseas expansion and internationalization of SMEs have been published in the past 20 years, focusing on major academic journals (such as KCI). Accordingly, the research trends used as advance research in internationalization research were analyzed of SMEs. Research targets were defined as the internationalization of SMEs and searched through 'RISS' (Research Information Sharing Service) as 'internationalization', 'global ', 'export', 'overseas expansion' and 'theory'. The analysis was carried out using a Systematic literature review. It was selected as the 76 studies and According to international research subjects and characteristics, the four areas of internationalization motive, process, outcomes, and support were analyzed. The results of the study confirmed that the most active research is focused on internationalization outcomes. This study could provide a support and the parties concerned in the ecosystem of SMEs in Korea with implications for the SMEs overseas market.

• Journal of the Korean Regional Science Association
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• v.9 no.1
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• pp.79-99
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• 1993

This paper identifies the mechanisms governing the industrial location changes in Korea by focusing upon the emergence of the country's large conglomerate business organizations (chaebols). As the country has distinctive industrial organization, production systems, and government-business relations, this study tries to develop an ideal conceptual framework for the analysis of industrial location changes in Korea. It perceives the Korean economy as a system within which 'space-organizing', lage business organizations interact over time with government, smaller firms and multinational corporations at different geographical scales. The usefulness of the model is assessed using a case study of Korea's most representative chaebol, the Samsung Group. This study identifies chaebols as the dominant institutions in Korean society. Their growth and business strategies have been influenced by the Korean Government through its power to allocate capital resources. Regional dynamics of industry and labor, therfore, have been strongly influenced by changes in the location, industrial structure, and production system of chaebols. With econmic power concentrated within a few giant business groups and their major areas of operation restricted, unbalanced regional development has resulted. Dissatisfaction from residents in less-developed areas has pressured the Government to advise chaebols to disperse their production facilities. Most small and medium-sized firms are closely linked to large corporations through subcontracting. By forming hierarchical subcontracting. By forming hierarchical subcontracting systems, chaebols have indirectly exploited scattered, part-time, home-based, female and lower-paid laborers organized by subcontractors. Further, chaebols have expanded their business arena to encompass overseas locations in a bid to overcome the problem of a small domestic market, trade regulations and increased market, trade regulations and increased labor costs. Through their international business networks Korea's local and regional economies are integrated into the world economy. Indeed, the identification of the changing relationships of chaebols with both the Korean Government and smaller firms is the key to explaining the nations's spatial dyanmics of industry and labor.

• The Journal of Society for e-Business Studies
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• v.22 no.3
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• pp.43-55
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• 2017

The market for medical tourism services in the world is steadily increasing and the medical tourism market in the South Korea is also showing high growth. However, they have also problem such as informal various information and services, irregularity price competition etc. In order to solve this problem, We have designed a medical tourism service model based on ICT specific on domestic medical ecosystem. First, analysis trends of domestic and overseas medical ecosystem and identify current problem of medical tourism. In order to solve existed problem we also have designed a medical tourism strategy. Based on the strategy, we have designed business service model based on ICT platform for as fit as Korea medical tourism status. The proposed medical tourism business service model can provide usability to customer and also can solve current medical tourism problem. We expect industrial effect and contribution to the activation.

• Journal of Digital Convergence
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• v.16 no.8
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• pp.293-299
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• 2018

The purpose of this study is to investigate the reasons for users to use accommodation applications and thefacts that affect reuse, and to suggest a design that can be used more conveniently for users. O2O services have diversified as more generations are enjoying leisure activities and the mobile market is expanding. Especially, the most important service in leisure activities is accommodation service. For the study, we surveyed about using accommodation application for 103 men and women in their 20s and 30s. Surveys shows that the main reason for users to reuse application is discounted services through events. Therefore, we will suggest anew design by collecting the inconveniences of users when using applications. We hope that the accommodation market can be expanded not only in Korea but also overseas markets by improving the services users, who use accommodation application, want though this study.