• 정보관리연구
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• 제40권4호
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• pp.151-171
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• 2009

This study is to investigate dissatisfaction behavior of customers who purchase products on the Internet shopping mall and to find customers' dissatisfaction behavior types for effectively responding to that. Managing dissatisfaction behaviors are related to the customer satisfaction. To conduct this study, Call Center data was collected and analysed by qualitative method. The results showed that dissatisfaction of product quality and disappointment have different effects on post--purchase behaviors. Customers who feel more dissatisfaction with product quality showed the aggressive response such as exchange, refund, while customers who feel disappointment are likely to switch the shopping mall or to cancel the order. These results of customers' dissatisfaction behaviors indicate that company has to manage both product quality and the customer's experience dimension.

• 농촌지도와개발
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• 제18권4호
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• pp.709-728
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• 2011

It might be considered as difficult process to apply current researching technology to the fields of agriculture. Before the 80's, distributing brochures and pamphlet and direct visits to farmers were the only means used for research. But as society evolved, so did the methods. Media began to its place in the process. This study's main objective was to identify how farmers solve the problem on farming itself and also on how they improve customer-satisfaction. The Service Consultation Center of Rural Development Administration totaled up 19,666 cases of farmers's inquiries on 2010 by internet surveys, phone-calls and by post. Customer satisfaction scored highest on horticulture (39.5%), being followed by rice(23.2%) and other crops.

• International Journal of Quality Innovation
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• 제4권2호
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• pp.32-49
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• 2003

The interest in on-line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e-service quality. In this empirical study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e-services. A survey was conducted with 188 students at three universities in Sweden, asking how they assess an e-service that enables one to reserve and buy cinema tickets on-line. The main contribution of the study is its provision of evidence on how to interpret and improve customer satisfaction when designing e-services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e-service by taking into account customers' experiences with new technology.

• 융합경영연구
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• 제2권2호
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• pp.10-14
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• 2014

The study investigated consumption patterns and inclination of consumers of Hanwoo meat being more expensive than imported meat and/or beef cattle meat based on the author's business experience at the shop in Budang Seongnam. The author who has managed shop firstly investigated customers' inclination and/or propensity. The author heard specific customer's story at neighboring shopping center, and each customer's buying method, occupation, financial power and apartment size and others, and forecast visiting customer's buying and demand upon part of the beef that customer asks for. The aut hor who sold out limited scope of beef product at limited area thought that he did narrow scope of business. The author would make effort to sell product enough to meet customer's taste by better quality product from point of view of customers. The author would make effort to supply good quality beef products to the customers who relied upon the author's butcher's.

• 산업경영시스템학회지
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• 제41권4호
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• pp.146-159
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• 2018

This study analyzed what premium features significantly affect customer satisfaction and their recommendation, and what factors significantly affect product attributes. In the process, first, the loyalty program and the customer compensation program were studied to determine the impact of the customer satisfaction and recommendation. The study analyzed that quality and design of product properties had significant effects on all factors, but the brand was not significantly affected. Second, while superiority, differentiation and scarcity of luxury items are significant to customer satisfaction but superiority is only significant in relation to recommendation intention. Third, the preceding study shows that the customer compensation program has a significant impact on sales growth, but the study found that it was not for imported luxury car customers. Fourth, if the royalties program is low in awareness, it has been analyzed that the scarcity and customer satisfaction relationships among luxury goods have been adjusted. On the contrary, if there is a high level of awareness, it is analyzed that there is a control effect customer satisfaction and differentiation among luxury brands. In the conclusion, in order to satisfy customers at the import luxury car market, the differentiation of luxury goods by standard index must be strengthened and the brand must be strengthened among the attributes of the product. In addition, by raising awareness of the royalties program, the relationship between differentiation and customer satisfaction can be enhanced.

• 상하수도학회지
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• 제25권6호
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• pp.923-933
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• 2011

In this study, we derived seven customer value factors to evaluate the levels of service in wastewater utilities required by customers. Levels of service according to the customer value were categorized into environmental amenity, accessibility of wastewater service, affordability of wastewater charge, quality of wastewater service, health and safety of wastewater service provision, reliability and responsiveness of wastewater service provision, and satisfaction of customer service. To investigate the levels of wastewater service, questionnaires were prepared according to the customer value factors, and the questionnaire survey was performed with 800 adults in all over Korea including male and female samples. The comprehensive satisfaction score for the wastewater service was 57.5 points, indicating a slightly good satisfaction level. The detailed analysis of the result showed that the satisfaction level was high in the wastewater service accessibility and call center service provision but it was relatively low in the river water quality and nasty smell of wastewater. It was concluded that the quality of wastewater service and customer service satisfaction need to be elevated primarily in order to improve levels of wastewater service required by the customers.

• 한국식생활문화학회지
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• 제30권5호
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• pp.629-643
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• 2015

The goal of the current study was to analyze major factors for improvement of quality of life in contract foodservice customers. This study investigated how characteristics of customers, foodservice management, and competitors differ in different contract foodservice business environments in order to understand increasing concerns over health, in-house working, and the environment, which are directly connected to work and life satisfaction and company profits. For the foodservice business environment, this study classified environmental factors reported by Duncan (1972) into three factors: customer environment, foodservice management environment, and competitor environment. Multi-regression analysis was conducted on quality of life using the Korean version of the WHO Quality of Life Scale Abbreviated Version (WHOQOL-BREF). Sub-factors of the contract foodservice business environment included foodservice management environment, customer environment, and competitor environment in the order of importance. The results indicate that the foodservice management environment of the company or organization where the customer is employed has the most substantial influence on quality of customer life.

• 정보관리학회지
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• 제20권2호
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• pp.263-283
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• 2003

본 연구에서는 이용자를 고객의 개념으로 이해하고 고객가치와 고객만족간의 관련성에 기초한 고객중심의 인터넷 컨텐츠 서비스에 관해 조사하였다. 그 결과 효율적인 인터넷 컨텐츠 서비스를 위한 고객가치 창출 핵심요인인 품질, 서비스, 비용은 컨텐츠 사이트 재방문 및 구매의도에 중요한 영향을 미치는 것으로 나타났다. 특히, 컨텐츠 서비스면에서 불만대응시간 및 고객지원체제에 대한 만족도 조사결과 다른 품질이나 비용에 비해 만족도가 낮은 것으로 나타나 이에 대한 개선이 필요한 것으로 나타났다. 따라서 학술정보기관에서도 이용자 서비스 연구를 고객가치수준에서 연구해야 할 것으로 보인다.

• 한국콘텐츠학회논문지
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• 제7권11호
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• pp.59-68
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• 2007

최근 서비스 산업이 발전하면서 고객들이 보다 편하게 택시를 사용하기 위해 콜택시 서비스를 일반적으로 사용하고 있지만, 기업 입장에서 콜 센터를 구축하기 위해서는 막대한 비용이 소비된다. 본 논문은 기존에 사용되는 단말기 방식의 콜 시스템이 아닌 핸드폰을 사용해 콜 센터 구축에 소비되는 비용을 최소화했다. 그리고 CTI(Computer Telephony Integration)를 이용해 택시 콜 센터의 고객관리, 업소관리, 기사관리, 주문관리, 정산관리 등의 업무를 보다 효율적으로 통합 관리 할 수 있는 시스템을 UML(Unified Modeling Language)을 적용해 설계 및 구축했다. CTI를 보다 효과적으로 구현하기 위한 장치로써 현재 상용화 되어 있는 CID(Caller Identify Display)를 이용해 고객의 발신 번호를 PC에서 받아 실시간으로 고객의 정보를 Database에서 검색했다. 이 시스템은 저렴한 비용으로 구축이 가능하고, 효율적인 고객관리 기능으로 고객 서비스를 개선할 수 있다.

• 농업생명과학연구
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• 제45권5호
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• pp.127-143
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• 2011

DEA모형에 의한 운영효율성 분석결과로부터 얻을 수 있는 시사점은 다음과 같다. 정부의 "산지유통종합평가" 제도의 개선을 통해 사업실적 위주의 규모화 전문화 조직화에 초점을 맞춰 이루어져온 것을 경영효율성 위주로 전환해야 할 것이다. 산지유통센터의 목적도 농산물의 부가가치를 높이는 것이고 이를 평가할 수 있는 지표를 개발하여 평가함으로써 농산물 산지유통센터 구성원들에게 실질적인 인센티브와 다양한 양질의 서비스를 제공할 수 있도록 해야 할 것이다. 그리고 농산물 산지유통센터가 종합평가에 경영의 중점을 두고 있기 때문에 이를 개선, 보완하기 위해 유통부가가치를 평가할 수 있는 지표의 개발, 평가에 대한 고객만족도 지표의 개발, CRM(Customer Relationship Management)시스템 도입을 통한 고객관계 유지 실적을 평가할 수 있는 지표의 개발 등도 추진되어야 할 것이다.