• 전기전자학회논문지
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• 제19권4호
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• pp.472-478
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• 2015

스마트 안심귀가 서비스는 이용하기를 원하는 사용자는 GPS 위치 정보를 제공하는 스마트 기기를 이용하여 이 서비스를 요청한다. 스마트 안심귀가 시스템은 이용자의 위치 정보를 수신한 후, 이용자의 위치 정보를 이용하여 근처의 CCTV 카메라들을 선택하고, 그 이용자를 자동으로 추적하며 촬영하기 위하여 선택된 CCTV 카메라들을 제어한다. 이 서비스는 늦은 밤 귀가하는 경로에 우범지역이 있을 때 유용하게 이용될 수 있다. 기존의 시스템은 다수의 사용자에게 동시에 안심귀가 서비스를 제공할 수 없는 단점을 가지고 있었다. 본 논문에서는 다수의 사용자에게 서비스를 동시에 제공할 수 있는 스마트 안심귀가 시스템을 제안한다.

• 한국의류산업학회지
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• 제12권6호
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• pp.745-754
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• 2010

This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.

• 한국의류학회지
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• 제30권7호
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• pp.1116-1125
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• 2006

This study investigated consumer satisfaction and dissatisfaction experiences in post-purchase product return process. As an exploratory research the study collected qualitative data of subjective consumer experiences using an open-ended questionnaire and identified and classified themes and patterns of satisfaction and dissatisfaction experiences. A total of 113 cases were categorized into satisfied experiences, unsatisfied experiences, and neutral experiences. Further, satisfied experiences were sub-categorized into kind sales associates, quick and easy return process, and services higher than expected based on sources of satisfaction in the return process while unsatisfied experiences were sub-classified into rejection of return, attitude of sales associates, and hassle of return process. In-store adaptive behaviors and intentions on future behaviors were also observed. The results indicated that service quality in the post-purchase service encounter and consumer expectation were important in determining satisfaction and dissatisfaction in the return process. Insights for research questions were proposed.

• 한국조리학회지
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• 제23권1호
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• pp.84-94
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• 2017

The purpose of this study is to empirically test a proposed relationship among perceived restaurant quality, type of restaurant, satisfaction, and return patronage intentions with a focus on solo diners. More specifically, the objectives of this study are to assess the effects of three perceived qualities (i.e., food, service, and physical environment) and types of restaurants on solo diner (1) satisfaction and (2) return patronage intentions. The findings show that the greatest weight was put on food quality in increasing both solo diner satisfaction and return patronage intentions. Service quality was the second important contributor in satisfying solo diners, followed by physical environment quality. In addition, the findings indicated that solo diner satisfaction was affected by different types of restaurants.

• 전기전자학회논문지
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• 제23권4호
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• pp.1195-1202
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• 2019

안심귀가 시스템은 서비스 의뢰인이 소지한 스마트 기기로부터 수신된 GPS 위치정보를 이용하여 의뢰인 근처의 CCTV 카메라들을 선택하고 제어함으로써, 의뢰인을 자동으로 추적하고 영상을 촬영한다. 이 서비스는 심야에 귀가하는 경로 상에 우범지역이 존재할 때 의뢰인의 안심귀가에 도움을 제공한다. 의뢰인을 촬영할 수 있는 CCTV 카메라들이 다른 의뢰인에 의하여 이미 점유되어 사용되는 경우, 새로운 의뢰인의 촬영을 위하여 점유된 CCTV 카메라의 양보가 필요하다. 본 논문에서는 의뢰인과 CCTV 카메라 사이의 평균 거리와 서비스율을 모두 고려한 개선된 방법을 제안한다. 그 결과, CCTV 카메라와 의뢰인간의 평균거리가 가깝게 유지되며, 서비스율도 개선된다.

• 산경연구논집
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• 제15권7호
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• pp.1-9
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• 2024

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

• 디지털콘텐츠학회 논문지
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• 제19권5호
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• pp.1003-1010
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• 2018

신청자가 스마트 기기를 이용하여 응급 상황 신고 또는 안심 귀가 서비스를 요청하면, 스마트 관제 서비스는 신청자의 위치 정보를 이용하여 신청자 주위의 CCTV(closed circuit television) 카메라들을 선택하고 신청자를 자동으로 추적하고 촬영할 수 있다. 지속적으로 전달되는 신청자의 위치 정보를 활용하여 주변의 CCTV 카메라가 신청자를 계속 촬영하고 모니터 요원에 의하여 실시간으로 관찰되기 때문에 스마트 관제 서비스는 신청자의 응급 상황 또는 안심 귀가에 많은 도움을 줄 수 있다. 기존의 스마트 관제 서비스는 응급 상황 신고 서비스와 안심 귀가 서비스의 우선순위를 고려하지 않아 안심 귀가 서비스에 의하여 카메라들이 선점되고 있는 경우에 응급 상황 신고 서비스의 신청자는 카메라에 의하여 촬영되지 못하는 경우가 발생할 수 있는 단점을 가지고 있다. 제안된 스마트 관제 서비스는 서비스 우선순위를 이용하여 이를 개선하였다.

• 한국의류학회지
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• 제30권6호
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.

• 유통과학연구
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• 제21권1호
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• pp.73-83
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• 2023

Purpose: This study analyzed the influence of restaurant service perception on customer satisfaction and its implications on customers' attitude towards, intention to return to, and word-of-mouth (WOM) regarding a restaurant chain. Research design, data and methodology: Data from 421 respondents were collected using the convenience sampling method. After analyzing the data normality and removing responses with missing data and outliers, 342 responses were selected for further analysis, and the hypotheses were tested using Structural Equation Modeling (SEM). Results: We found that service perception affected customer satisfaction and customer satisfaction affected the customers' attitude toward the restaurant chain, which affected customers' intention to return and WOM about the restaurant chain. Conclusions: This paper provides one of the most important empirical results for managers in the restaurant sector, especially in Indonesia. Restaurant managers should thus provide training to their employees to improve the quality of the interaction with the customers and thereby increase customer satisfaction. The limitations listed in this study include the exclusion of respondents' income. For future research, we suggest investigating models of customer participation or consumer value co-creation for restaurant marketing success. Consumers are generic actors in the service ecosystem engaged in the value co-creation process.

• 보건행정학회지
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• 제32권3호
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• pp.323-329
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• 2022

Background: This study aimed to identify the characteristics of the referral and return of patients to clinics in the endocrinology and cardiology departments at the National Health Insurance Service Ilsan Hospital to evaluate the "referral and return of patients to clinics" program and reduce the rate of returning patients. Methods: From May 2018 to December 2020, we identified the number of visits to referral hospitals and hospital usage status at Ilsan Hospital after returning to clinics. We also identified the patients who returned to Ilsan Hospital within 6 months, defined as "failure to transport," among those recommended to be transported to clinics of the Medical Cooperation Center. Additionally, we evaluated the characteristics of the "failure to transport" patients. Results: Among the returning patients, the rate of visiting Ilsan Hospital within 6 months was higher in cardiology than in endocrinology (25.1% vs. 16.7%). Older age, more severe disease, and more number of visits to the department were associated with a high rate of failure to transport. The rate of failure to return was low in cases diagnosed with hyperlipidemia/lipoprotein metabolism disorder. With respect to diabetes, the rate of failure to transport differed according to each type of diagnosis of diabetes. Conclusion: The success rate of the "referral and return of patient to clinics" program differed based on each patient's characteristics, department of visit, and diagnosis. Individualizing according to the visit department and diagnosis is required to ensure successful transfers, and infrastructure expansion and institutional arrangements must be facilitated.