• Journal of the Korean Society for information Management
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• v.25 no.3
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• pp.119-141
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• 2008

This study examines firstly concept and present condition of Policy Customer Relationship Management(PCRM) system which applying in the governmental dimension Customer Relationship Management(CRM) system of enterprises(proft-making organizations), comparison of PCRM and CRM, and definition of customer and customer classification process as a key of PCRM. Next, investigates applying plan in the other special libraries of governmental institution through the case study of Information Center on North Korea(special library attached to the Ministry of Unification) and relationship with different connection systems attempted in e-government(Enterprise Architecture). Lastly, through this, considers complemental issues for developmental fixation in special libraries.

• Journal of Digital Convergence
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• v.13 no.4
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• pp.1-7
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• 2015

Policy Customer Relationship Management(PCRM) is a customer relationship management of public institution. Most of public servants at the 37 government ministries, however, has used PCRM as a simple tool for email service and online survey. This study shows government officials should understand the fact that PCRM is not a tool but a management system for general public; and utilize PCRM in each and every government PR practices. When using the PCRM indispensable to be shared with the PR of public sector, PCRM PR will be activated. The study also furnish various strategies and tactics for government PCRM PR.

• The Journal of Industrial Distribution & Business
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• v.15 no.2
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• pp.1-10
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• 2024

Purpose: The aim of this study is to examine the factors influencing prospects toward for the metaverse in both the public and private sectors, focusing on the perspectives of millennials and generation Z that were rarely examined in previous studies. Research design, data and methodology: This study employed an online survey as its research methodology utilizing factor analysis, ANOVA, and regression analysis to test the formulated hypotheses. Results: The findings of this study reveal that factors such as citizen/customer relationship management, the application of metaverse in both in the public and private sectors. Moreover, the effect size of applying the metaverse to cities on prospects toward the Metaverse was notably higher in the public sector. The effect size of metaverse management for customer relationship management showed a greater impact in the private sector. Conclusions: The results carry significant managerial and policy implications. They shed light on how millennials and generation Z perceive the applications of the metaverse in relation to cities, products, and brands. Notably, the results suggest that application of the metaverse for cities and management of customer relationships for products and brands emerge as key factors influencing the prospect of the metaverse in the public and private sectors.

• 한국디지털정책학회:학술대회논문집
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• 2004.05a
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• pp.369-382
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• 2004

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.

• Management & Information Systems Review
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• v.23
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• pp.1-23
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• 2007

Small and Medium Business Associate has supporting small and medium business and private business for establishment business and sales increasing with various policy since 2005. Arousing the interesting on customer relationship management, small and medium business and private business have recognized the necessity of the concept and introduction the CRM. This study suggested the effectiveness of the CRM throughout real cases of the CRM for small and medium business managers in order to rising sales in such an environment. The case of this study tried to figure it out to accomplish manager's ends of small and medium business to get successful business results based on innovative volition and mind trying to change. The owner who has experience 12 years in meat sales was analyzed the results of aptitude test that the business is highly appropriate to him in personality and aptitude. As also saw the strength and opportunity of SWOT analysis, he has an excellent talent for friendship, knowledge of searching Internet and organizing information, and learning ability. This study provided a marketing policy, ideas of customer services and system remodeling to improve relationship with customer, and a division diagnosis of business activities. The owner has an excellent friendship, so that this study suggest to remodel interior inside store clearly and sanitary displaying on products, to introduce aggressive and concentrated marketing strategies, and to recognize the important of public relation.

• Asian Journal of Innovation and Policy
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• v.3 no.2
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• pp.140-153
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• 2014

Modern education, with special reference to higher education (HE), is far taken out of the traditional meaning of education. A number of business features have infiltrated these institutions of HE where students assume the place of a customer. In the present business scenario customer relationship management (CRM) technology assumes an important role in managing customers. Therefore a relevant question would be to know whether educational institutions need to implement this technology to manage their constituent relationships. This paper makes an attempt to evaluate studies on commercial features of a modern educational system and then present the findings of a study conducted to know the relevance of CRM Technology in HE. An evaluation is also made to know the awareness of the concept of CRM among the educators. The findings show that the educators' awareness of CRM strategies is good, of CRM concepts is poor and of practice is average. Further, an overwhelming majority of the respondents felt that CRM is relevant for educational institutions in the present scenario.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.317-327
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• 2007

The purpose of this study was to explore the relationship between the food safety-oriented policy and the survey on its effect in foodservice industry. The current thesis was based on the questionnaire survey conducted between January and March 2006 for seven food service companies. 240 questionnaires were distributed to each of the selected restaurants, from which a total of 200 questionnaires were collected. The results of this study were analyzed with the frequency analysis, correlative analysis and regression analysis using the SPSS 12.0 package program. The results of the test of hypotheses can be summarized as follows. We find that, as for food safety-oriented policy factors, there is a significant relationship among the survey factors including customer satisfaction, cost reduction, customer prior occupation, accident prevention and suitable relation. The current analysis exhibits favorable results in the food safety-oriented policy and the survey factors. Thus, foodservice management needs to employ food safety-oriented policy aggressively.

• Health Policy and Management
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• v.13 no.3
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.

• The Journal of Industrial Distribution & Business
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• v.13 no.4
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• pp.1-14
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• 2022

Purpose: The purpose of the study is to explore the application of Augmented Reality (AR) technology to enhance interactivity and decision making via technology-enabled experience particularly, in the context of COVID-19. This study investigated effects of perceived utilitarian value, hedonic value, social value, and perceived risk on customer satisfaction with AR technology that are rarely examined in previous studies. Research design, data and methodology: Online survey data was used in the study. This study applied factor analysis and regression analysis to test the hypotheses and employed ANOVA and mediation effect analysis to explore additional findings. Results: The results suggested that customers' perceived usefulness, arousal, social preference, innovativeness, financial risk, and performance risk have statistically significant effect on customer satisfaction. Conclusions: The findings of the study provided managerial and policy implications to develop and advertise the introduction of AR technology with the emphasis on the practical and utilitarian benefits of the technology. The result of this study highlighted the importance of customer relationship management by providing advanced services to customers through AR technology. This study contributes to technology-enabled CRM literature by providing the empirical result to verify the assumption that AR technology can be an effective tool of firms' CRM strategy

• Journal of Construction Engineering and Project Management
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• v.3 no.4
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• pp.26-34
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• 2013

Customer satisfaction and customer relationship are crucial aspect in any enterprises including housing construction projects. In general, the housing developers are facing a number of new challenges in different countries including Libya. The construction industries/housing developers need to continuously improve their products and services to meet customers' satisfaction desires and to remain in the current competitive market. This paper focuses on analysing the satisfaction factors of customers including qualityaspects of products and services in the construction projects. A framework was developed to evaluate the dynamics relationship between customer satisfaction and quality products or services, aiming to help companies' managers and policy makers to understand the needs and points of view of their customers. Apragmatic analysis was conducted to explore and analyse the customer satisfaction factors in construction industry considering different aspect of customer groups in Libya. Results indicate that there is a high demand of improvements in the contractor's performance in terms of cost, time and quality of products. It was also found that Libyan construction companies have been forced to transform their policies after on Libyan war 2011 to focus on client and customer satisfactory policies, or say centric for the purpose of improving client requirements and turn the business into more advantageous for any company.