• World Technopolis Review
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• v.8 no.2
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• pp.120-134
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• 2019

The main objective of this study was to investigate the customer's satisfaction level with the digital relationship model of Banco do Brasil Exclusive Business Offices situated in Rio Grande do Sul. Banco do Brasil is one of the largest Brazilian and global financial institutions and conducted a restructuring customer's relationship model since 2015, creating new specific service structures for certain segments, among them exclusive offices. This research had a qualitative step with an internal documentary analysis about the company and a semi-structured interview with manager's offices, in order to check the strategy and the foundations of business model, as well as identify perceptions and the difficulties in implementing this new structure. The quantitative step held the findings about customer satisfaction level in relation to the quality of services provided by offices, through an electronic survey based on the Servqual Scale developed by Parasuraman et al. (1988), which measures the difference between customer's expectations and perception in five dimensions: tangibility, reliability, understanding, safety and empathy. The results shown that Banco do Brasil customers' are satisfied with services offered through the digital model and the new business structure, in which is offered a humanized service together with the best technology. It was found, also, that digital probably would not replace the physical world, but they complement one another. Digital offices and physical agencies will coexist, improving value proposition delivery and better customers experience, satisfy them and build their loyalty.

• IE interfaces
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• v.15 no.4
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• pp.391-400
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• 2002

The internet call systems using CTI(Computer Telephony Integration) functions are designed with system configuration, DFD(Data Flow Diagram) and ERD(Entity Relationship Diagram) in this paper. The internet call systems are constructed to cooperate with conventional CTI call center. The internet phone calls occurred from the web browser of customer can be connected throughout VoIP gateway and PBX to many counselors. The internet call systems can provide various services; customer information service, escorted browsing service, text chatting service, text sharing service, conference service, and statistical analysis service.

• Journal of Information Technology Services
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• v.5 no.2
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• pp.1-23
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• 2006

An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables. The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

• Journal of the Korea Safety Management & Science
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• v.11 no.1
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• pp.143-153
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• 2009

One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.

• The Journal of Information Systems
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• v.15 no.1
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• pp.21-48
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• 2006

Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.106-113
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• 2006

With the rapid development of digital technology, the satellite DMB service is able to provide chance to watch on TV, movie and listen on the Radio to their subscriber with moving. From the mid 2005, Korean people can get the satellite DMB service which includes In many kinds of new telecommunication services such as watching on tv, movie, and listening the music on service charge. The objective of this study is to grasp the factors which affecting the use satellite DMB service on the consumers who pay service charge, and to make an analysis on the structure relationship between such factors with consumer satisfaction and consumer royalty.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.31 no.1
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• pp.137-162
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• 2020

As the core task was selected in the 3rd Comprehensive Library Advancement Plan, 'Reinforcement of programs and services to strengthen future citizens' capacity required in the Fourth Industrial Revolution', the customized curation service of the library using artificial intelligence technology has recently been in the spotlight. The purpose of this study is to find out how the customized curation service affects the relationship between the library and the user. As a result, the library curation service was proved to have a statistically significant effect on user satisfaction and reliability. Satisfaction and reliability were also found to have a positive effect on library revisit, word of mouth intention, increased use, and new service intention. The results of this study can be used as basic data for the development and the operation of customized curation services based on user demand surveys, and could further contribute to enhancing the status of public libraries in Korea by mproving the competitiveness of libraries in the future society.

• Journal of Convergence for Information Technology
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• v.12 no.1
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• pp.153-162
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• 2022

In this study, the relationship between service quality and visit intention of unmanned cosmetics stores was investigated and whether there was a moderating effect of familiarity. To this end, a total of 190 questionnaires were collected and the main results of frequency analysis, exploratory factor analysis, reliability analysis, and correlation analysis using the statistical package SPSS 26.0 are summarized as follows. First, it was found that usefulness, ease, and playfulness, which are components of service quality in unmanned cosmetics stores, had a significant effect on the intention to visit. Second, familiarity was also found to have a significant effect on visit intention, and was found to have the greatest influence on visit intention. Third, as a result of examining the moderating effect of familiarity on the relationship between service quality and visit intention of unmanned cosmetics stores, usefulness, ease, and playfulness were all statistically insignificant, indicating that there was no moderating effect of familiarity. As a result of the above, in order to increase the familiarity, which has the greatest influence on the intention to visit, marketing should be presented emphasizing the promotion or advertisement of unmanned cosmetics stores.

• Journal of Digital Convergence
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• v.13 no.4
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• pp.163-174
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• 2015

While the scale of the consulting market growth in quantity quality, the consultant capacity is becoming important in the digital industry. The preceding elements of trust formation to the consultant capacity divided into ability, integrity, and benevolence of consultant. Also, the consultant capacity is to find out what effect the overall trust and customer satisfaction and re-contract. The results of the analysis, consultant capacity have positive(+) effects for the formation of the trust in the practice of consulting project, and consulting service trust has positive(+) effect in the relationship between customer satisfaction and re-contract. In addition, consulting service trust in consultant capacity appeared to has positive(+) mediating effects in the relationship between customer satisfaction and re-contract intend.

• Journal of the Korea Society of Computer and Information
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• v.21 no.9
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• pp.65-72
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• 2016

Vehicle and marine navigation which are currently being commercialized provide route guidance service by specifying a fixed position as a destination. In the route guidance service of existing navigation, if the destination has to be changed in the middle, a new destination must be designated again to obtain the navigation service. However, if the destination can't be designated, it is difficult to clearly use it. In this paper, in order to overcome the difficulties of directions in the existing navigation, a new navigation specifying moving targets as the destination has been developed to get the directions. A proposed system is that a group is made and a group manager is appointed as a destination and then a user can get the route guidance based on location of the group manager. In the service way, relationship between the group manager and user is one-to-many and relationship between the user and group manager is one-to-one. The proposed technology is able to provide services that the user can easily find the moving targets such as the positioning surrogate drivers, tracking routes and location among travelers and finding children.