• Proceedings of the Korea Contents Association Conference
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• 2004.11a
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• pp.30-35
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• 2004

The objective of this research is to analyse the effect of family restaurant quality on the customer satisfaction level, by surveying college students who have used family restaurants. As these days well developed industrial society, not only service business but also most of business area needs to high quality service. For survey results, this study analyzed by statistical methods such as frequency analysis, factor analysis, and regression analysis.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.17 no.31
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• pp.163-176
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• 1994

Over the last few years Total Quality Management (TQM) programs have hem widely adapted by Korean manufacturing firms to improve their productivity, competitive edge and product quality levels. The purpose of this study is to evaluate the level of importance placed on four key TQM factors (customer satisfaction, strong management leadership, continuous improvement, imployee involvement and participation) used during the implementation of korean manufacturing TQM programs and to assess the effectiveness of those key factors in improving the performance of the firms. A Questionaire was developed and sent to senior managers in manufacturing organizations throughout korea. This survey asked qustions regarding 1) the firm's business environment and TQM program development 2) subcomponents of the key factors and 3) the effectiveness of the TQM program at improving the performance of the organization. The survey data were analyzed to determine the degree of correlation between each of the factors and the effectiveness of the TQM programs. This study demonstrated that the TQM programs were instrumental at improving the performance of the firms studied, and that the improvement was positively correlated with the length of time that the program had been implemented and the planned duration of the TQM program implementation. It was found that the person-oriented elements of management leadership and employee involvement were positively correlated and predictive of the success of the TQM Program, while the process-oriented components of customer satisfaction and employee involvement were not useful predictors of the effectiveness of the TQM program implementation.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.4
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• pp.101-118
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• 2008

This study compares supply chain integration practices of high performing manufacturing plants in Korea and those in the U.S., Japan, and six European countries. Data were drawn from the High Performance Manufacturing(HPM) Round 3, a joint data-collection effort on manufacturing and supply chain management. Specifically, in the automotive, electronics, and machinery industries, we selected twenty Korean plants with high performance reputation and chose the same number of non-Korean plants(HPM top 20), based upon their competitive manufacturing capability index and customer satisfaction index. The Korean plants do not significantly differ from HPM top 20 plants in that internal value creation activities are coordinated and integrated at the corporate level and between plants. The Korean plants, however, demonstrated more integration with suppliers than with customers, and only the two of them were classified as 'outward facing', which pursues greater integration with both customers and suppliers. Unbalanced and lower integration with customers of the Korean plants was attributed to the lower than expected manufacturing capability and customer satisfaction. Implications for supply chain professionals were discussed.

• FLOWER RESEARCH JOURNAL
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• v.19 no.1
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• pp.68-76
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• 2011

This study was conducted to investigate customer taste related to satisfaction of a baby's first birthday party and re-visit of venues. General characteristics of customers were similar in male and female or the married and the unmarried. Mainstream age of respondents was from in their 20's to 30's. Among them, the number of university graduates were the largest in education level. Theoretical model was composed with seven significant variables of design style and composition and design harmony and color sense for flower decoration, accessibility, facility, service and price, satisfaction, and intention of re-visit based on the result of analysis on these factors. Exploratory factor analysis was performed using SPSS 14.0K. Structural equation modeling(SEM) for simultaneous measure of path coefficient in all casualty of study model, measurement model of AMOS 7.0 for evaluation of validity, and reliability and factor analysis method using technical statistics, frequency analysis, and Cronbach's Alpha for data analysis were used. The result of hypothesis verification showed that design style and composition was the most significant item in satisfaction of parameter and it was followed by design harmony and color sense. While service and price had positive effect on satisfaction, accessibility and facility had no relation to it. It means that the most crucial variable was a flower decoration in planning and representation of the celebration of baby's first birthday. In conclusion, the finding of this study suggests that the effective utilization of these variables will contribute to the enhancement of satisfaction affecting improvement service and price or intention of re-visit.

• Journal of Distribution Science
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• v.11 no.3
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• pp.13-22
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• 2013

Purpose - Product purpose for optimal values solution for synthesize evaluative criteria and optimize product design values. In addition, product designer has to consider the product design to conform to project, laws and regulations, authentication, from the product design stage. Research design, data, methodology - How to use an evaluative criteria model's imprecise market data by evaluative criteria research design; product mapping relationships between design parameters and customer requirements using product predicted value method. An evaluative criteria model and their associated criteria status, product evaluative criteria model of results. Results - Therefore, after the enterprise product design project analysis, effectiveness and the customer degree of satisfaction must be appraised to obtain the maximum value for the benefit on behalf of the implementation goals, the promotion product level and market competition strength. Conclusions - In multi criterion decision making (MCDM), using its searching software capacity to obtain the optimal solution.

• Health Policy and Management
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• v.19 no.4
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• pp.78-97
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• 2009

This study examined the factors related to family caregiver satisfaction with institutional care services for beneficiaries under the Public Long-Term Care Insurance(PLTCI) system. Determining what contributes to family caregiver satisfaction is a critical step toward implementing effective quality improvement strategies. A national cross-sectional descriptive survey was conducted from November to December 2008, using proportionate quota sampling based on the location and level of Long-Term Care of the beneficiaries. Total 1,745 family caregivers wrote informed consents and 733 (response rate 42%) completed questionnaires, which included caregiver characteristics, organizational resources, primary objective and subjective stressors, perceived quality of services, and family caregiver satisfaction. Family caregivers were satisfied overall with institutional care. In multiple regression analysis, there was a statistically significant difference in degree of family caregiver satisfaction according to caregiver characteristics(relationship to beneficiary), primary objective stressors (insurance type of beneficiary), perceived quality of services(respect to family caregivers' idea, ADL support, expertness of staff, careful concern of staff, fulfillment of client's requests, and safety of institution's environment). In public long-term care, satisfaction efforts are in an early stage of development. This study is meaningful as the first attempt to measure family caregiver satisfaction with institutional care for beneficiaries under the PLTCI system, and to identify factors affecting the satisfaction. Among the identified factors, the policy makers, the insurer, and the providers need to pay attention to perceived quality of services, in particular, to improve customer satisfaction. Our findings can provide quality care improvement initiatives in the public long-term care setting.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.9 no.2
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• pp.12-22
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• 2010

The variable message sign(VMS) is a facility to smoothen traffic flows and enable safe passing by providing real-time necessary information on roads, weather, transportation, and traffic regulations. The VMS also solves a feeling of uneasiness and gives a sense of psychological security by providing information to drivers. However, the VMS has a strong character of being a non-market product but a public product, so it has not normally been evaluated for its value. This research has evaluated a value of satisfaction level for traffic information users, using a contingent valuation method(CVM). As a result of evaluating the value of satisfaction level for users through division into an urban roadway and an urban highway for the cities where an intelligent transportation system(ITS) has been established, the urban highway had a value of 96.7 won/system and the urban roadway had a value of 76.3 won/system.

• Journal of Distribution Science
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• v.16 no.4
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• pp.75-82
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• 2018

Purpose - As the role of salespersons in retail stores has expanded from selling products to sharing brand experiences with customers, the importance of research on the effects of salesperson-brand relationships has grown. The purpose of this research is to investigate the influences of salespersons' brand identification on conceptual fluency and customers' service and brand evaluations. It was supposed that salespersons' brand identification is affected by brand knowledge, which is a core dimension of internal branding. Research design, data, and methodology - The author developed a structural model in which salespersons' brand knowledge influences brand identification, hence customers' perception of salesperson-brand image congruence. And it is hypothesized that salesperson-brand image congruence influences conceptual fluency which affects customers' satisfaction and brand evaluation. Data were collected from five department stores in Seoul. Results - First, salespersons' brand knowledge was found to have a significant effect on brand identification. The more a salesperson knows about the affiliated brand, the higher her level of brand identification. Second, salespersons' brand identification influenced salesperson-brand image congruence. Third, salesperson-brand image congruence had a significant effect on brand conceptual fluency. Customers who perceive salesperson-brand image congruent are more likely to process information easily. Finally, conceptual fluency was found to be a significant determinant of store loyalty and brand value evaluation. Conclusions - The results of this study verify importance of salesperson's brand identification on customers' service and brand evaluations. To enhance salespersons' brand identification, retailers should emphasize the importance of internal branding and communication, especially by sharing brand vision, values, and identity with employees at customer contact points. Also, as brand conceptual fluency is a significant determinant of customer responses, retailers need to deliver consistent messages through various components of store environments, including salespersons' attitudes, appearances, and manners, as well as physical store design. With a deeper understanding of the effects of salesperson-brand relationship and brand conceptual fluency, retailers will be able to create more effective brand strategies to enhance their performances. Future studies should consider data from various retail types, such as discount stores, to generalize the findings.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.2
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• pp.288-298
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• 2009

This article deals with the customers' complaint behaviors and complaint management for cosmetic customers. The general aim is to analyze the changes of complaint behavioral responses before and after the complaint management experiences, describing customers' response patterns in terms of how they are influenced by the service justice and satisfaction of complaint management. The most relevant contributions from the related theoretical work indicate that the better the customer complaints are managed, the higher the level of possibility for customers to complaint, especially for public and direct responses(complaint behaviors). The only exception, although the statistical significant support was not found, is the private response, as the chance gets lower than before experiencing the complaint management.

• Korean journal of food and cookery science
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• v.20 no.3
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• pp.247-255
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• 2004

The foodservice industry is changing more and more from on-site foodservice management to contract foodservice management. However there are differences according to the level of management and operation of contract foodservice management company (CFMC). The necessity of certification on CFMC is increasing to enable fair discrimination of CFMC among most clients that want to contract with CFMC. This study was performed to identify the foodservice operation evaluation model's criteria items for certifying CFMC. The analysis research methods included literature review, content analysis, individual interview, Delphi technique, and brain storming. First, the following infrastructure items were prepared in the contractor's viewpoint: procurement, transparency of operation, menu development and operation system, nutrition service system, professional employee education, sanitation andsafety management system, customer satisfaction system, facility system, management information system (MIS), business and economics. Second, the evaluation criteria required by the contractor on the client's view point was similar to school foodservice, hospitalfoodservice, and business andindustry foodservice except extraordinary items of field. Third, evaluation criteria and detail categories and items were identified such as financial focus, customer focus, process focus, human focus, and renewal and development by grafting on intellectual capital evaluation methodology for CFMC.