• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.3
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• pp.75-81
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• 2014

To establish a new creative economy, the worldwide efforts have been made to wriggle out the old economic paradigm after the financial crisis of 2008. When it comes to the limitation of the viability. the start up companies have a high risk of failure. Therefore business incubator (BI) should carry out the role to improve their viability. As for the maximization of the effect on the business incubating services as move in companies, it is important for BI to increase the level of business incubating services by the systemic and scientific measurement. This study showed that the quality of the BI center services was measured by Kano analysis and the previous research as follows. First, BI quality attribute by Timko's customer satisfaction came out into the attractive qualities on the 14 items that amount to the 70% of 20 business incubating services items. It is desirable to perform the strategy for the satisfaction. Secondly, basic business incubating services were interpreted as the one-dimensional quality like incubating spaces, parking facilities, security facilities, industry technology development funds, and incubating managers. Finally, training and educational service was recognized as indifferent quality. Futhermore, the improvement and the limitation of this study as well as the interpretation of analysis results are also provided.

• Journal of Information Technology Applications and Management
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• v.18 no.3
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• pp.91-110
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• 2011

Korea professional baseball industry has grown to take the lion's share of the domestic sports industry, but still does not make break even. The purpose of this study is to examine the financial impact of adopting the Customer Relation Management (CRM) approach on the profitability of Korea professional baseball industry. We use a measuring tool called entropy used in ID3 decision tree algorithm. In the paper, we specify five the most important factors that affect spectator satisfaction based on the previous literature, perform survey analysis, calculate entropy values, and find the results. We predicted the change in revenues when we adopt CRM by checking the spectators' willingness to pay more when the conditions of each factor are improved. We find that we can reap significant fruits of the effect of CRM introduction through enhancing 'game content factor' and 'game promotion factor' among the five factors. We also find that we can increase the revenues of domestic professional baseball teams to 2.4 times or 2.1 times the current level if we manage intensively those two factors respectively. It is very surprising to see that the improvement in total revenues makes both ends meet for domestic professional baseball teams. This clearly demonstrates the effectiveness of CRM approach in improving the profitability of organizations.

• Quality Improvement in Health Care
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• v.5 no.1
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• pp.42-57
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• 1998

Background : It is increasing the concern for patient satisfaction as a customer information. This study was planned to investigate the activities related to patient satisfaction survey at the Korean hospitals. Methods : We performed the nationwide survey on 235 general hospitals by using the self-administrated checklist from Sep. 9 to Oct. 9, 1996. The response rate were 50.2%. We analyzed the descriptive statistics and chi-square test by SAS software on 118 hospitals. Results : First of all, 62.7% of study hospitals showed to conduct the patient satisfaction survey, and most of hospitals which did not conduct it had a plan to do it within 5 years. The reason that hospitals did not conduct satisfaction survey was due to a lack of administrator's interest or adequate questionnaire form. Second, the bigger, public and being more located in the big city or opened more than 10 years, the more hospitals conducted the patient satisfaction survey. Also, patient satisfaction survey was mainly handled by planning dept. or administrative team. Third, most hospitals had their own way of making questionnaires without proving reliability and validity. The results of the survey were applied to hospital management timely, and were mostly reported to top manager level. Most CEO concerned about the results of satisfaction survey. Fourth, the staffs in charge of survey had problems such as skill related to data analysis and development of questionnaire and they suggested that this problems could be solved through inducing the implementation of the survey results on hospital management, support for the development of standardized questionnaires and increasing the top manager's interests. Fifth, most questionnaires composed of lots of questioning items on hospital equipments and environment, and kindness of hospital employee to patients. Conclusions : Although this study had some limitations in generalization due to low response rate in big hospitals, it is meaningful to find the present state and the problems related to patient satisfaction survey of the general hospitals. We can conclude that there are increasing the concern for patient satisfaction survey among the hospitals nationwide, and it can be needed for technical support related to development of survey tool or method.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.6 s.165
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• pp.942-954
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• 2007

The purpose of this research is to examine the level of SCM activity, marketing capability, and firm performance for apparel firms, and to investigate the effect of SCM activities and marketing capabilities for firm performance improvement. This study surveyed domestic apparel manufacturing brands that distribute products nationwide. The data was collected through questionnaires sent to managers or executives in large and middle manufacturing corporations among Korea's listed and registered corporations. The data collection has been carried out from November 10 until December 11, 2006. The questionnaires were transmitted by individual visit, fax, and mail. A total of 98 completed responses were returned, three incomplete responses were discarded. The results were as follows: First, SCM activity was classified into 3 dimensions: structural, logistical, and technological factor. Three dimensions of marketing capability were identified with differentiation, cost-leadership, and operational factor. Firm performance was classified into three dimensions: financial, productivity, and customer satisfaction factor. Second, result of analyzing effects of SCM activities for firm performance improvement, it was found that the improvement of technological activities affected acquirement of financial, productivity, and customer satisfaction performs. Structural activities affected factor of productivity performs. Third, result of analyzing effects of marketing capabilities for firm performance improvement, improvement of differentiation capabilities affected acquirement of financial, customer satisfaction performs. And the improvement of operational capability affected acquirement of financial performs and improvement of cost-leadership capability affected factor of productivity performs.

• Journal of Service Research and Studies
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• v.11 no.4
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• pp.56-66
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• 2021

Customer engagement refers to the physical and emotional connection between customers and brands. If the customer's degree of engagement is high, they purchase more, promote more, and show more loyalty. This study suggests the following implications, starting from the assumption that engagement with various service activities in universities can increase loyalty to departments and Universities. In university services, customer engagement plays a important role in strengthening college loyalty after college students are satisfied with university. Although it has an effect on university satisfaction, it can play a big role in increasing the loyalty of marketing goals at a higher level after satisfaction. Among the central factors of university service engagement, it was found that students could increase their department and university loyalty through capacity building and job-related activities for future employment, and among the surrounding factors, friendship activities were a very important factor in department or school loyalty. It can be said that it is of paramount importance to establish a system that can strengthen loyalty through various programs that can build friendships with students. Further research did not verify the moderating effect of service engagement among student groups, but the high-credit group was found to have a very high degree of engagement not only in the central cues but also in the peripheral cues, which is thought to reverse the common sense that high-credit students will be relatively less immersed in the peripheral elements.

• Journal of the Korea Safety Management & Science
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• v.2 no.4
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• pp.113-124
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• 2000

First, in order to improve selecting method of quality characteristic level desired by customers, S/N(Signal-to-Noise) ratio of Taguchi in larger-the-better characteristics was applied. Second, the Matrix classification standard of ACE(Attribute Categorization Evaluation) is presented using KANO model on difference analysis of importance and satisfaction through questionnaire from customers. This is for reflecting the diverse EC which customers want in EC quality sufficiently. Also, establishing sales point will be helpful in business strategy through presenting types that are able to decide planning quality. Third, the important measure of EC about correlation among quality characteristics and a new weight of EC are calculated depending on importance of EC and the weight of customer attribute and materials of relationship matrix through correlation matrix analysis.

• Proceedings of the Safety Management and Science Conference
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• 2000.05a
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• pp.481-490
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• 2000

First, in order to improve selecting method of quality characteristic level desired by customers, S/H(Signal-to-Noise) ratio of Taguchi in larger-the-better characteristics was applied. Second, the Matrix classification standard of ACE(Attribute Categorization Evaluation) is presented using KANO model on difference analysis of importance and satisfaction through questionnaire from customers. This is for reflecting the diverse EC which customers want in EC quality sufficiently. Also, establishing sales point will be helpful in business strategy through presenting types that are able to decide planning quality. Third, the important measure of EC about correlation among quality characteristics and a new weight o( EC are calculated depending on importance of EC and the weight of customer attribute and materials of relationship matrix through correlation matrix analysis.

• Journal of the Korea Safety Management & Science
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• v.7 no.4
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• pp.39-48
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• 2005

Both supply chain management and safety management contribute to strengthening a company's competitiveness. However, there is no previous research that considers supply chain management and safety management simultaneously The objective of this research is to study on application of safety management to supply chain. In this paper, the concept of supply chain safety management is defined. Based on the concept of supply chain safety management, supply chain safety management model is developed that consists of supply safety management, production safety management, storage safety management, and distribution safety management. In order to apply supply chain safety management, a methodology is developed that consists of four phases. Applying the supply chain safety management model, it is expected a company to lower cost as well as to raise customer satisfaction level.

• Journal of Industrial Convergence
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• v.2 no.1
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• pp.121-137
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• 2004

Is entering in age that brand becomes consumer's goods purchase standard as income level is improved, dying injunction brand is trend that governing power in the world market is expanded as international economy does single market. Situation to develop Kyonggi Province area to universal tourist attraction area keeping in step with national large size event holding such as sun of Korean visit with opening a port of the In-chon International airport, the world ceramics Expo, World Cup was made up. Growth possibility is big to culture tourism resources and representative tourist resort of the Korea that use view of nature photon circle properly such as ceramics that target area possesses. Area development plan through growth possibility should be arranged to international ceramics production complex and distribution complex. Therefore, plan analyzing future district theme establishment and strength in priority via past and present of target area.

• Archives of design research
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• v.11 no.1
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• pp.291-302
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• 1998

This paper covers the development process of multimedia evaluation system, especially focused on customer satisfactory factors while customers navigating net-based Interactive multimedia system. Customers usually experience new level of interaction cased by newly developed web-based technology In ordinary multimedia system. However, if it gives customers satisfactory experience is a matter of question. To find out the relationship between customer satisfaction and interactivity factors exposed by multimedia system, a model has been developed which describes the structure of web-based multimedia system and its relation to customer satisfactory factors. Five different experiments, including 'semantic differential', 'focus group interview', and 'expert review', has been conducted and four customer satisfactory factors were identified. Those are 'customery value', 'structural perfectness', 'visual perfectness', and 'contemporaneity'. With these factors and newly delveoped evaluation system, 7 different web-site has been evaluated and analyzed at the end of this report.