• 유통과학연구
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• 제8권4호
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• pp.17-23
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• 2010

은행의 고객만족 및 서비스 품질을 통한 경쟁력 강화를 위해 은행에 대한 품질요인을 '과정품질(process quality)', '결과품질(outcome quality)', 그리고 '서비스 환경품질(service quality)'의 세차원으로 나누어 분석하였다. 서비스 품질에 대한 분류는 Kano의 품질분류 모델을 이용하였으며 고객만족 개선을 위한 고객만족 지수를 산출하였다. 고객만족 지수의 산출은 기존에 사용하던 잠재적 고객만족 개선지수(PCSI Index)의 한계를 보완하여 가중 잠재적 고객만족 개선지수(WPCSI)를 이용하였다. 가중 잠재적 고객만족 개선지수(WPCSI)는 본 연구에서 제시한 방법으로 고객들이 인식하는 품질요인에 대한 중요성을 고려한 지수이다. 연구결과 '직원의 업무처리 능력', '원하는 서비스를 제공받은 정도', '직원이 업무를 신속하게 처리하는 정도'의 품질특성 요인이 고객에게 충족될 경우 만족도가 높아지는 것으로 나타났으며, '직원들의 상품설명에 대한 적극성', '서비스 환경이 전반적으로 아름다운 정도'는 충족과 만족간에 큰 차이를 보이지 않고 있음을 확인할 수 있다.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2003년도 추계학술대회 및 정기총회
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• pp.187-190
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• 2003

Since the early 1980s, the concept of relationship management in marketing area has gained its importance. Acquiring and retaining the most profitable customers are serious concerns of a company to perform more targeted marketing campaigns. For effective CRM (Customer Relationship Management), it is important to gather information on customer value. Many researches have been performed to calculate customer value based on CLV (Customer Lifetime Value). It, however, has some limitations. It is difficult to consider the churn of customers, because the previous prediction models have focused mainly on expected future cash flow derived from customers'past profit contribution. In this paper we suggest a CLV model considering past profit contribution, potential benefit, and churn probability of a customer. We also cover a framework for analyzing customer value and segmenting customers based on their value. Customer value is classified into three categories: current value, potential value and customer loyalty. Customers are segmented according to the three categories of customer value. A case study on calculating customer value of a wireless communication company will be illustrated.

• 한국산업융합학회 논문집
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• 제27권4_1호
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• pp.759-769
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• 2024

The Kano model, a two-dimensional quality theory, is widely used as a useful tool for measuring potential customer requirements by utilizing the concept of the Potential Customer Satisfaction Coefficient (PCSC). There is growing evidence that the PCSC, comprising the Potential Satisfaction Coefficient (PSC) and Potential Dissatisfaction Coefficient (PDC) and utilizing Kano's four quality dimensions (A, O, M, and I), can be particularly useful in determining the relative importance of quality characteristics in IPA. Despite prior studies utilizing the PCSC concept for characterizing importance, attempts to determine the relative significance among quality dimensions have been relatively scarce. This study aims to use PCSC and IPA to demonstrate which quality dimension is more significant than the others. The author analysed 32 Kano related articles, encompassing 34 cases, using IPA. The results indicate that the proposed equations are valid for assessing characteristic importance, with O or M is perceived as more important than A or I.

• 품질경영학회지
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• 제45권2호
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• 대한안전경영과학회지
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• 제21권2호
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• pp.15-23
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• 2019

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2002년도 추계정기학술대회
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• pp.445-453
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• 2002

Past and current customer behavior is the best predicator of future customer behavior. This paper introduces a procedure on personalized defection detection and prevention for an online game site. The basic idea for our defection detection and prevention is adopted from the observation that potential defectors have a tendency to take a couple of months or weeks to gradually change their behavior (i.e. trim-out their usage volume) before their eventual withdrawal. For this purpose, we suggest a SOM (Self-Organizing Map) based procedure to determine the possible states of customer behavior from past behavior data. Based on this representation of the state of behavior, potential defectors are detected by comparing their monitored trajectories of behavior states with frequent and confident trajectories of past defectors. The key feature of this study includes a defection prevention procedure which recommends the desirable behavior state for the ext period so as to lower the likelihood of defection. The defection prevention procedure can be used to design a marketing campaign on an individual basis because it provides desirable behavior patterns for the next period. The experiments demonstrate that our approach is effective for defection prevention and efficient for defection detection because it predicts potential defectors without deterioration of prediction accuracy compared to that of the MLP (Multi-Layer Perceptron) neural network.

• 경영과학
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• 제21권3호
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• pp.85-99
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• 2004

The retention of customer is an increasingly pressing issue in today's competitive environment. The proposes of this paper is a personalized defection detection and the procedure of prevention based on economic analysis of customer defection possibility, and behaviour state transition cost. This procedure is based on the observation that potential defectors have a tendency to take a couple of months or weeks to gradually change their behaviour before their eventual withdrawal. In this procedure, the SOM(Self-Organizing Map) is used to determine the possible states of customer behaviour from past behaviour data, and to prevent the defection of potential defectors, the proposed procedure recommends the desirable behaviour state for the next period based on the analysis of transition cost. and likelihood of defection. The case study has been conducted for a Korean on-line game provider to evaluate of this procedure.

• Management Science and Financial Engineering
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• 제16권2호
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• pp.17-27
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• 2010

The customer churn and the forecast of customer churn have been important research topics for a long time in the academic domain of customer relationship management. The customer value is studied to construct a gap model based on dual customer values; a basic description of customer value is given, then the gaps between products and services in different periods for the customers and companies are analyzed. The main factors that influence the perceived customer value are analyzed to define the "recognized value gap" and a gap model for the dual customer value is constructed. Based on the dual customer gap a con-ceptual model to determine potential churn customers is proposed in the paper.

• 산업경영시스템학회지
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• 제29권1호
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• pp.26-33
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• 2006

The potential needs as well as visible needs of customer should be considered in order to research and analyze of the customer data. The methods to analyze customer data is classified into customer segmentation, clustering analysis model, forecasting customer response probability model, analysis of the customer break rate model and new customer analysis model by the purpose. In this study, we developed the CW-CLV (Correlation Weight Customer Lifetime Value)method that used AHP(Analytic Hierarchy Process)rule for enhance the reliability of customer data and quantitative analysis of the customer segmentation, based on CLV(Customer Lifetime Value). We suggest to new variables and methodology from determined CW-CLV coefficients, because all of companies respect to the diversified customers classification and complexity of consumers needs. Finally, we unfolded any company's scheduling added new methodology using simulation and leaded conclusion about the new methodology.

• 한국조리학회지
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• 제15권2호
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• pp.322-337
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• 2009

본 연구는 DINESERV 품질이 고객 만족, 재방문 의도, 구전 의도에 미치는 각각의 영향 관계를 알아보고자 하였다. 아울러, DINESERV 품질과 재방문 의도간에 고객 만족의 매개효과를 알아보고, DINESERV 품질과 구전 의도 간의 고객 만족의 매개효과를 알아보고자 하였다. 조사는 전주지역의 27개 한식당에 방문한 고객을 대상으로 실시하였고, 총 428부를 분석에 사용하였으며, SPSS와 AMOS 16.0을 사용하여 2단계 분석법을 실시하였다. 분석결과, DINESERV의 잠재요인 중 서비스접점, 분위기 그리고 음식품질이 고객만족에 유의한 영향을 미치는 것으로 나타났고, DINESERV 품질과 재방문 의도간의 영향 관계는 유의하지 않았으며, DINESERV의 잠재요인 중 편리성이 구전의도에 유의한 영향을 미치는 것으로 나타났다. 또한, 고객 만족은 재방문 의도와 구전 의도에 각각 유의한 영향을 미치는 것으로 나타났다. 아울러 서비스 접점, 분위기, 음식 품질은 고객 만족의 매개효과에 의해 재방문 의도와 구전 의도에 간접적으로 영향을 미치는 것으로 나타났다.