• Journal of the Korean Dietetic Association
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• v.8 no.4
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• pp.398-407
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• 2002

This study is for confirming and finding which kinds of parameter is on Service Quality and Customer Loyalty of Foodservice Operation. For this, the purpose of the study is investigating the relationship between A Customer Loyalty and the factors which would affect it, relative influence-relation about meditate roles of influence-factors. A study model and several hypotheses were developed regarding the relationships. Moreover, after making a question sheet, based on the collected and analyzed 250 of them. The study model was analyzed with, SPSS 10.0 and AMOS 4.0 program. At first, when the quality of service is high, it directly affects Customer satisfaction. With the result from the study, it is prove that the service quality is very important. On the other hand, the service quality do not directly affect the Customer Loyalty. The second, when the value of service is high, it affects the customer-satisfaction. But, although the value of service is high, it doesn't directly affect the Customer Loyalty. So, it is clear that the value of Service on Foodservice Operations is the variable precedent of customer-satisfaction. The third, when the customer-satisfaction is high, customer loyalty is high. It is necessary to make the strategy about the management of Foodservice for keeping customer-satisfaction steadily. According to this study, the important variables are the value of service, the service quality and customer-satisfaction. With these results, we have to manage the factors for keeping the Customer Loyalty in Foodservice Operations.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.2
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• pp.169-184
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• 2005

This study aims to identify service factors that satisfy customers in the internet shopping mail context. The study examines the relationship between service qualify and customer satisfaction, and explores the moderating role of the internet community type (i. e., transaction community group, interest community group and fantasy community group). By analyzing 188 questionnaires, we found that out of the five service quality dimensions, only reliability, tangibility, assurance and responsiveness dimensions have positive effects on customer satisfaction. We also found that there is a significant difference in the relationship between service quality and customer satisfaction by the perceived type of internet community implications of the findings and future research directions are discussed.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.10a
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• pp.310-313
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• 2000

This paper develops a model of customer satisfaction in the mobile telecommunication services. We examine the relationships among customers'overall satisfaction and underlying dimensions； perceived service quality, service value, and brand image. Variables related to customer satisfaction and dissatisfaction are derived from customer critical incidence survey. The model is estimated with multi-variate data analysis. Results indicate that the (1) technical service quality is the main driver of customer overall satisfaction, (2) some peripheral services are rapidly evolving into the core services of mobile telecommunications, and (3) the current policy of service providers does not focus on customer satisfaction but on establishing churning barrier by increasing switching costs.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.335-338
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• 2004

In this paper, we present a perspective of the next generation mobile communication services and its characteristics. As a preliminary research work on the next generation mobile communications and services, we exploit the next generation mobile services [1]. We define the next generation mobile services as strata of services consisting of three different service levels, the service areas, the service functionalities, and the service technologies. We derive these service levels by means of the scenario based analysis. Finally, we propose a conceptual network architecture that can support the next generation mobile services by placing network functions and service elements within the network.

• Journal of the Korean Operations Research and Management Science Society
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• v.35 no.1
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• pp.97-109
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• 2010

In this paper, we study a joint design problem of sampling inspections and service capacities for multi-products. Products are supplied in batches after rectifying inspections, that is, rejected lots are 100% inspected and defective products are reworked to good ones. When supplied, all defective products are uncovered through total inspection and returned to service. By exploiting the first and second order properties of the objective function, we identify the optimal inspection policies and service capacities for individual products, and develop allocation algorithms to obtain an optimal allocation of the limited total service capacity to products with the small number of computations.

• Journal of the Korean Operations Research and Management Science Society
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• v.26 no.2
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• pp.111-130
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• 2001

This study aims to examine the difference between market orientation, organizational service orientation, performances (employee satisfactions and business performances) across the type of hotel grade, and investigate the effect on performances of market orientation, organizational service orientation, and interaction of these two factors. For these purposes the authors developed 13 research proposals. The data for this research which were collected from Korean hotel firms’ managers and employees were analyzed with one-way ANOVA, regression analysis. The findings can be summarized as follows. First, five-star hotels display higher levels of market orientation, organizational service orientation, performance (employee satisfaction, business performance) than four-star and three-star hotels. Second, market orientation, organizational service orientation, and interaction of these two variables have significant effects on performances(employee satisfaction, business performance).

• Journal of the Korean Operations Research and Management Science Society
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• v.29 no.4
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• pp.61-72
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• 2004

In this paper, we design sampling inspections and service capacities simultaneously for multi-products. Particularly, we extend Kim(2003) by introducing the fixed cost of providing services. We show that, due to the fixed cost considered, the cost function of a product is no longer linear or convex in terms of the level of service provision, and the total inspection is prefered to the small level of service capacity which results in high burden of the fixed cost. And we develop a simple framework to deal with this joint design problem for a product. Also we consider the problem of allocating the given number of the total service capacities among products. A dynamic programming algorithm is developed to determine the optimal allocation which minimizes the overall total cost of the system and the optimal allocation can be obtained with the considerably smaller computations than the total number of possible allocations. The results can be used to support planning decisions and to aid the joint design of inspections and service capacities for products.

• Journal of the Korean Operations Research and Management Science Society
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• v.36 no.4
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• pp.109-123
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• 2011

This study proposes a value based service design (VBSD) approach using Kano's model and QFD. Key quality factors and key cost factors are identified, evaluated and then incorporated to produce customer value index (CVI) and provider value index (PVI) which are together used to determine the four value strategy zones. Each value strategy zone suggests its own appropriate service development strategy based on its corresponding CVI and PVI characteristics such as maintaining current service, reducing costs, raising quality or eliminating/creating services. A camping car service design case is applied to this study, which shows the practical contribution of this VBSD approach.

• Journal of the Korean Operations Research and Management Science Society
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• v.32 no.1
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• pp.1-13
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• 2007

Nowadays, ubiquitous computing services begin to be suggested from a few domains such as supply chain, logistics, and location-based services. However, to what extent the services will be successful is hard to be estimated, mainly because a sophisticated service evaluation method focusing on the ubiquitous computing perspective has not been supplied. Hence, this paper alms to build a model to assess the quality of ubiquitous computing service. To do so, an amended model, Ubi-SERVQUAL, is applied to assess the service quality mentioned in ubiquitous computing scenarios. According to the Ubi-SERVQUAL, we found that an actual service with higher quality should consider reliability. responsiveness, assurance and empathy in order to increase customer satisfaction, computer system's intimacy with users and trust.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.10a
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• pp.319-322
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• 2004

The Share and the importance of service industry have been grown up consistently, especially the diffusion of internet for past decade stimulates rapid expansions of it. However, research areas about service industry still remain relatively unexplored. This research regards a web site as a package of various service units, and proposes a framework that maps service units into 2-dimensional space using MDAC to find uncovered service area for the requirements of customers, This framework is expected to help to find weak service areas of current web site, and to bring useful information for the outset stage of NSC.