• Asia Marketing Journal
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• v.6 no.3
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• pp.59-81
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• 2004

Store loyalty is increasingly being recognized as a path to long-term business profitability. Customer contact employees deliver a service firm's promises and create an important image for the firm. A major purpose of this study is to investigate the effects of customer service and product value on store loyalty. In order to test research hypotheses, data were collected through surveys administered to 300 apparel store customers. Two hundred thirty nine usable data were used for the analysis. The findings of this research are as follows: First, a employee's voluntary service(EVS) has a positive impact on interpersonal r elationship, which then affects switching barrier and store loyalty. Second, a employee's regular service(ERS) has an influence on store satisfaction, which in turn affect store loyalty. Third, product value is shown to be a significant antecedent to store satisfaction, which have a direct effect on store loyalty. The study concludes with implications, contributions, and limitations of the research and the empirical findings of this research should be beneficial to marketing practitioners and retailing businessmen in developing effective marketing strategies.

• Korean Security Journal
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• no.45
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• pp.65-86
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• 2015

The purpose of this study was aimed to identify the relationship between service quality and behavior by spectators participating security exhibition. The subject for this study was spectators who participating World Security Expo 2014 held three days from March 12 to 14 in 2014. 350 samples were selected by convenience sampling for subject of this study. 320 out of 350 surveys, excluded 30 unfaithful and defected surveys, were used for data analysis. Research tool was questionnaire which was based on and recomposed by previous researches home and abroad. The collected data were treated for analysis of frequency, reliability, factor analysis, correlation, and multitiple regression analysis by using SPSS statistic package version of 18.0 Through the above research method and procedure, the results were as followings. First, the relationship between service quality and behavior after participating exhibition appeared positively. It was found that there was high relationship between service quality and behavior. Second, analyzing relationship of factors between service quality and behaviors resulted to effect perceived environment, human services, and product on word of mouth. Third, analyzing relationship of factors between service quality and behaviors resulted to effect perceived environment, product, and price on re-participation.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.34-44
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• 2011

In this research, the selection of rail tour items of importance and achievement of service quality will be different 'analysis under the assumption that the relationships between them, were studied. Through this research, managers' subjective judgments of the customer rather than by a judge, ie, the true value to our customers think of the rail service quality for tourism products is crucial to develop the important elements. In addition, market-oriented thinking is to present the basic data of the transition. To summarize the conclusions of this paper is as follows. First, what tourists are seeking, constant research and improvement of tourism services should be looking for ways. Secondly, the focus on service quality aspects of products and the urgent need to identify the side of part "Concentrate Here" and "Possible Overkill" by reducing the effort to improve the efficiency of management is considered to be accelerated. Finally, most point in terms of focus and means of transport for the tourism sector as well as the railway tourism products, using the railway as a tourism product now on tour items should be changed.

• Archives of design research
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• v.16 no.3
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• pp.253-262
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• 2003

This article suggest a research method to extract user needs for designing social interface of a service robot. We first discuss social design issues for the service robot. Then we present a novel survey method for the service robot based on the social design issues and robot characteristics. Finally we discuss survey results, answered by Korean customers, of functional needs, social characteristics, product design for a home service robot. It is analyzed that Korean customers expect the image of home service robot as “a late teenager female who helps household work effectively”

• Journal of the Korean Society of Safety
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• v.32 no.6
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• pp.16-21
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• 2017

Fire or electrical problem while DC electric traction vehicle operation caused by various reasons can lead to not only suspension of the operation, but also severe aftermath such as massive casualty. In this paper, fire analysis on DC electric traction vehicle caused by electrical breakdown on line breaker, which is in connection with the power supply, is presented. When the electric arc, the by-product of frequent line breaker operation, is not fully diminished, it leads to electrical breakdown and fire. Especially, electrical breakdown can be easily induced by the open-and-close operation of inner contractor inside line breaker, eventually followed by ground fault and generation of transient current. Electric arc is consequent on the ground fault and acts as possible ignition source, leading to fire. Also, during the repetitive operation of the line breaker, the contactor is separated each other and some copper powder is generated, and the copper powder provided breakdown path, resulting in fire.

• Journal of Korean Society of Rural Planning
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• v.20 no.1
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• pp.127-134
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• 2014

This study, in order to complement instability of analysis result stemming from the choice between reference point and comparison point which is pointed out as the defect of shift-share analysis, conducted shift-share analysis using Gross Regional Domestic Product (GRDP) trend of Geumgang area, Chungcheongnam-do for the period from 2000 to 2011. As a result of the analysis, (1) industries that had both the positive Regional Share Effect (RSE) and Industrial Mixed Effect (IME) were service industries such as manufacturing industry, electricity gas, transportation industry, art, etc., which are positively influencing the regional industry. (2) industries that had both the negative RSE and IME were other service industries such as wholesale and retail businesses, lodging industry, food industry, real estate business and leasing service, business service industry, public administration, etc., which provide basic livelihood services for the residents. (3) industries that had the positive RSE and negative IME were agriculture, forestry and fishery industry, mining industry, construction industry, and educational service industry. (4) industries that had the negative RSE and positive IME were info-communications industry, financial and insurance businesses, health industry, etc.

• Korean Journal of Community Nutrition
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• v.11 no.3
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• pp.383-391
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• 2006

The purposes of this study were to examine the impacts of characteristics of bakery cafe customers and service quality on customer perceived value, customer satisfaction, intention to revisit, and intention to recommend, and to provide comprehensive understanding on attitudes and behaviors of bakery cafe customers. The questionnaire was developed through literature review and focus group interviews and was modified after pilot test. The questionnaires for the main survey were distributed to 320 males and females aged 20 and over in Seoul. A total of 275 questionnaires were used for analyses (85.9%) and the statistical analyses were completed using SPSS Win (12.0) for descriptive analyses, regression analyses, and correlation analysis. The main results were as follows. There were significant differences of intention to revisit between groups of different gender, age, and personal expenses. The service quality of product dimension affected all tested variables, and the service quality of services and price dimension had effects on customer perceived value and intention to recommend. Customer satisfaction was a unique variable that is affected by service quality of the interior environments dimension. Overall, researchers and managers of bakery cafes should understand customer attitudes and behaviors, and the results of this study would help to establish marketing strategies that meet target customers' needs.

• Journal of the Korean Dietetic Association
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• v.21 no.1
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• pp.25-36
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• 2015

In this study, we attempted to improve hospital food delivery service quality and customer satisfaction by using FMEA (Failure Mode and Effect Analysis), which is applied to the quality control of products in manufacturing plants. Subjective food delivery service quality improvement was judged based on a 5-point likert scale. Traditional FMEA uses an RPN (Risk priority number) to evaluate the risk level of a component or process. The RPN index was determined by calculating the product of severity, occurrence, and detection indexes. In our results, total RPN value (P<0.01) significantly decreased after FMEA introduction, whereas customer satisfaction (P<0.001) and food delivery service quality (P<0.001) significantly increased. Specifically, foodservice errors (P<0.01) and loss cost (P<0.01) were significantly improved by FMEA introduction. Taken together, we suggest that FMEA reduces critical activities and errors in foodservice delivery caused by simple priority selection.

• Journal of the Korea Safety Management & Science
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• v.19 no.3
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• pp.137-150
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• 2017

Logistic enterprises want to be competitive enterprises in fierce logistic market and worry about the securement of discriminative competitiveness for it. The standards for the judgement of logistic industry's maintenance of competitiveness are not only economic feasibility of logistic costs but also the satisfaction of users because well-established service system for variety and enhancement of logistic needs. Some of the quality attributes sufficiently satisfy expectation of customers, but not guarantee high-quality satisfaction. Therefore, it's difficult to grasp quality attributes with the existing approach of perceived service quality. Quality attribute model suggested by Kano is widely used as the concept is accurate, there is high possibility to be used at the stage of product/service planning, and it can be easily applied. Kano model has a limitation that quality attributes are classified with mode and the differences between strong property of the quality attribute and week property in quality attributes were ignored. Therefore, Timko calculated customer satisfaction coefficient with the result of Kano's survey and effects of customer satisfaction and unsatisfaction through relations between satisfaction coefficient and unsatisfaction coefficient. The purposes of this study are to use ASC, the average of satisfaction coefficient and unsatisfaction, as the satisfaction of quality characteristics, decide the importance of quality characteristics with TOPSIS, a representative multi-standard decision-making method, and calculate strategy improvement propriety of logistic service quality.

• Proceedings of the Korean Society of Precision Engineering Conference
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• 2005.10a
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• pp.958-961
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• 2005

This paper introduces the development of an integrated design system using Service-Oriented Architecture. The system is proposed and being developed based on several advanced technologies, such as multi-agents, Internet/web Service, workflow, database and is aiming to provide the successful fulfill our target of integrating personnel, design activities and engineering resources along a predefined engineering design project (workflow) during product development process. By using SOA concept, the system tries to separates the engineering process into the engineering knowledge and the usage of engineering tool. Consequently, the computing resources in organization can be fully utilized and thus the cost can be reduced. The system is being designed and developed on the base of JADE (Java Agent DEvelopment Framework).