• 한국의상디자인학회지
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• 제26권2호
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• pp.129-140
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• 2024

Omni-channel refers to a distribution channel through which consumers can purchase products without time and place constraints through the fusion of existing online and offline stores. Therefore, a study on the effect of the four characteristics of Omni-channel on customer satisfaction and preference was conducted among 350 and 365 Korean and Chinese consumers, respectively on customers of Olive Young and Watson China, representative drug store brands in Korea and China. Analysis was conducted using IBM SPSS 26.0's statistical package program. Frequency analysis, factor analysis, Cronbach alpha, correlation analysis, and regression analysis were performed. As a result of verifying the effect of Omni-channel characteristics on customer satisfaction, it was found that convenience, accessibility, and price fairness had a significant positive (+) effect on customer satisfaction for Korean and Chinese consumers. Customer satisfaction was found to have a significant positive (+) effect on preference. This is because Korean and Chinese consumers generally had high satisfaction and preference for Olive Young and Watsons.

• 경영과정보연구
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• 제30권3호
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• pp.1-25
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• 2011

본 연구에서는 인터넷의 광범위한 보급과 사용의 편리성으로 인해 최근 급속히 성장하고 있는 인터넷 유료콘텐츠 서비스 중 정보콘텐츠 이용고객을 대상으로 유료콘텐츠 특성이 고객만족, 고객애호도에 미치는 영향을 검증하였다. 선행연구들을 통하여 인터넷 유료 정보콘텐츠 서비스특성을 정의하고, 이들이 고객만족과 고객애호도에 미치는 영향을 검증하기 위한 연구모형과 가설을 세워 359명의 유효표본을 대상으로 실증분석을 실시하였다. 연구결과로는 인터넷 유료 정보콘텐츠 서비스특성 요인 중 적시성과 다양성을 제외한 신뢰성, 비용성, 유용성, 편의성이 고객만족에 유의한 영향을 미치는 변수로 파악되었으며, 고객만족은 고객애호도에 유의한 영향을 미치는 것으로 분석되었다. 본 연구는 인터넷 유료 정보콘텐츠의 다양한 서비스특성이 고객만족과 고객애호도에 미치는 영향관계 검증을 통해, 유료화 된 정보콘텐츠를 구매하는 소비자의 태도 및 행동의지를 이해하고, 충성도 높은 고객의 호응을 불러일으킬 수 있도록 정보콘텐츠의 질적 향상을 도모하여 인터넷 콘텐츠 비즈니스 시장의 활성화를 거듭나게 하고자 한다.

• 경영과정보연구
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• 제36권4호
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• pp.187-209
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• 2017

서비스 산업의 성과와 경쟁우위 확보는 서비스를 생산하고 고객과의 접촉을 통해 서비스를 전달하는 서비스 접점 종업원 태도와 행동에 달려 있다고 해도 과언이 아니며 지금까지의 서비스 접점직원에 대한 대부분의 연구는 친절함이나 태도 혹은 유익함과 같은 고객들과의 접촉에 관계된 것들이다. 본 연구는 증가되는 접점 직원의 중요성에 중점을 두어 접점 직원을 하나의 브랜드로 인식하는 휴먼브랜드의 관점에서 연구를 하고자 한다. 또한 서비스 접점에서 직원의 역할 뿐만 아니라 고객참여 행동이 접점직원과의 상호작용과정에 영향을 미치고, 궁극적으로 서비스품질을 향상시킬 수 있다는 결과는 더이상 고객을 통제대상에서 제외시킬 수 없다는 결론에 이르게 되었다. 고객참여행동은 고객 스스로에게 뿐 아니라 접점직원에게도 긍정적인 영향을 미치는 것으로도 밝혀지고 있다. 따라서 서비스 접점직원의 휴먼브랜드적 특성이 고객의 참여도를 이끌며, 이는 서비스 브랜드와의 관계와 서비스 브랜드 태도에 긍정적인 영향을 미친다는 것을 기본 이론으로 하고, 서비스 브랜드를 이용하는 고객을 대상으로 설문 조사를 진행하고 분석하였다. 서비스브랜드와 고객과의 관계 강화 형성에 미치는 영향에 있어 서비스 접점직원의 휴먼 브랜드적 특성과 고객의 자발적인 정보제공 참여도를 함께 살펴봄으로써 선행 연구들을 더 확장시킬 수 있을 것으로 판단하여 진행하였다. 연구 결과 접점직원의 휴먼 브랜드적 특성 중 신뢰성, 친숙성, 공감성이 고객과 서비스 브랜드와의 관계 강화와, 서비스 브랜드에 대한 태도에 영향을 미치는 것으로 나타났다. 본 연구의 검증으로 기업이 마케팅에 있어 가장 중요한 부분을 차지하는 접점직원의 자질 및 특성을 검토할 수 있게 함으로써 이론적 실무적인 전략에 중요한 시사점을 제공하리라 본다.

• 산업경영시스템학회지
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• 제42권3호
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• pp.39-51
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• 2019

This paper is an exploratory study to investigate the influence of characteristics of local government web-sites on user satisfaction and trust. The objective of this research is to identify the characteristics of local government web-sites influencing on user satisfaction and trust, and determine how they affect user satisfaction and trust. From the literature review, we identify four characteristics which are expected to influence on user satisfaction: technical, information, customer-oriented, and work-performing characteristics. In addition, we develop research model that the four characteristics are expected to affect user satisfaction and trust via users' perceived values. The results of the research are as follows. The technical, customer-oriented, and work-performing characteristics significantly affects perceived values, which significantly affected user satisfaction and trust. Perceived value is partially mediated by user satisfaction in affecting user trust. The characteristics of local government web-sites affecting perceived values differed partially by the purpose of visitor. As for the personal goal, the technical, customer-oriented, and work-performing characteristics significantly affect perceived values, with the technical and customer-oriented characteristics having more significant effects. As for the business goal, the technical, information, work-performing characteristics significantly affected perceived values, with information characteristics having more significant effects.

• 대한지역사회영양학회지
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• 제4권3호
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• pp.466-478
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• 1999

A significant gap can exist between what customers expect in foodservice and what service providers deliver to customers. Reducing the gap and enhancing service quality plays a key role in increasing customer satisfaction and repurchase intentions. The purpose of this study was to investigate the personal and operational characteristics that affect the customer perceptions of service quality, to analyze the overall satisfaction and repurchase intention of customers, and to study the service quality gap between customer and foodservice provides. 427 customers and 278 foodservice providers in 82 fast food and family restaurants were surveyed. T-test, ANOVA, Correlation Analysis, and Multiple Regression were used for statistical analysis, The results of this study were as follows: 1) Among the personal characteristics of customers, sex affected the preception of 'General Management' and 'Reputation', and the expense per person showed a correlation with service quality. 2) Among the operational characteristics, the type of restaurant, months since opening, and the number of seats had a significant impact on service quality, while the seat turnover rate showed a negative correlation with service quality. 3) Among the human resource characteristics, the proportion of part-time employees had a negative correlation with service quality, and in general, the training program for full-time employees led to a higher degree of customer perception of service quality. 4) Six dimensions of service quality accounted for 38.39% of customer satisfaction in Multiple Regression. 5) The overall satisfaction of customers willing to repurchase was significantly higher than that of the non-repurchase customers. 6) The operational characteristics explained over 35% for the service quality gap among the customers and the service providers in Multiple Regression.

• Journal of Information Technology Applications and Management
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• 제21권4_spc호
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• pp.415-429
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• 2014

With the advent of smart devices, users are able to connect to each other through the Internet without the constraints of time and space. Because the Internet has become increasingly important to users in their everyday lives, reliance on it has grown. As a result, the number of web sites constantly increases and the competition between these sites becomes more intense. Even those sites that operate successfully struggle to establish new strategies for customer retention and customer development in order to survive. Many companies use various customer information in order to establish marketing strategies based on customer group segmentation A method commonly used to determine the customer groups of individual sites is to infer customer characteristics based on the customers' demographic information. However, such information cannot sufficiently represent the real characteristics of customers. For example, users who have similar demographic characteristics could nonetheless have different interests and, therefore, different buying needs. Hence, in this study, customers' interests are first identified through an analysis of their Internet news inquiry records. This information is then integrated in order to identify each web category. The study then analyzes the possibilities for the practical use of the proposed methodology through its application to actual Internet news inquiry records and web site browsing histories.

• 조명전기설비학회논문지
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• 제18권4호
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• pp.131-137
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• 2004

전력서비스 중단이 전력소비자에 끼치는 충격은 소비자와 정전 특성에 달려있다 소비자 특성은 인구통계학적인 측면(주거형태와 가족구성원 수)과 전력공급 형태를 포함하는 반면에 정전특성은 발생 빈도, 기간, 시간과 요일을 포함한다. 따라서 이러한 소비자 정전비용의 평가는 상당히 복잡하고 주관적이다. 주거용 소비자들의 경우, 주거용 소비자에 대한 정전의 충격이 가시적이지 않기 때문에 소비자 조사 방법이 가장 적합할 것으로 보인다. 달리 말하면, 가사일과 정전으로 인해 여가의 가치가 각자 다르기 때문이다. 따라서 본 논문에서는 주택 수용가에 대한 정전 비용을 평가하기 위한 방법으로서 수용가 설문조사 방법을 선택하였다.

• 동아시아경상학회지
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• 제8권1호
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• pp.1-19
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• 2020

Purpose - This study is to classify quality characteristics of online environment-friendly agricultural products shopping malls into 6 categories and to empirically test their relationship with customer trust, perceived manageability, perceived utility and purchase intention. Research design, data, and methodology - This study targeted adults who have purchased ecofriendly agricultural production online malls for 4 weeks from September 3 to September 30, 2019. The survey type used was a structuralized self-report survey questionnaire made to meet the research purpose in 2019 as the time range. Out of 800 questionnaires, 500 copies are used after excluding surveys with insincere responses. Results - First, results to hypothesis 1, which was about independent variables and customer trust. Analysis showed that health, familiarity, platform reputation, reviews and product quality were found to have significant effect on customer trust; the hypothesis was adopted. On the other hand, system security did not affect customer trust significantly; it was rejected. Second, customer trust was shown to have significant effect on perceived manageability and perceived utility, so the hypothesis was adopted. Third, the hypothesis that perceived manageability moves onto perceived utility was adopted. Moreover, the hypothesis that perceived manageability moves onto purchase intention and the hypothesis that perceived utility moves onto purchase intention were adopted as well. Conclusions - Furthermore, the results of the study imply that it's imperative for online environment-friendly agricultural products shopping malls to consider their characteristics as the means to increase purchase intention of customers.

• 대한전기학회:학술대회논문집
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• 대한전기학회 2003년도 추계학술대회 논문집 전력기술부문
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• pp.196-198
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• 2003

The impacts of electric service interruption to customers depend on customer and interruption characteristics. Customer characteristics include demographic aspects(residential type, and number of household members) and power supply types whereas interruption characteristics include frequency, duration, time, and day of interruption. Accordingly evaluation of these customer interruption costs is very complicated and subjective. For residential customers, customer survey method seems most appropriate because interruption impact to residential customers is intangible. In other words, the value of housework or lost leisure due to interruption is individual. Accordingly, this paper selected the customer survey method to assess the interruption costs for residential customers.

• Asia pacific journal of information systems
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• 제16권3호
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• pp.49-65
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• 2006

This study proposes a model for customer segmentation using the psychological characteristics of Internet banking customers. The model was developed through two phased clustering method, called SONN-HC by integrating self-organizing neural networks (SONN) and hierarchical clustering (HC) method. We applied the SONN-HC method to internet banking customer segmentation and performed an empirical analysis with 845 cases. The results of our empirical analysis show the psychological characteristics of Internet banking customers have significant differences among four clusters of the customers created by SONN-HC. From these results, we found that the psychological characteristics of Internet banking customers had an important role of planning a strategy for customer segmentation in a financial institution.