• Journal of Mechanical Science and Technology
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• 제19권3호
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• pp.743-755
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• 2005

Human Sensibility Engineering System (HSES) has been applied to product development for customer's satisfaction based on ergonomic technology. The system is composed of three parts such as human sensibility analysis, inference mechanism, and presentation technologies. Inference mechanism translating human sensibility into design elements plays an important role in the HSES. In this paper, we propose a rule-based inference model for HSES. The rule-based inference model is composed of five rules and two inference approaches. Each of these rules reasons the design elements for selected human sensibility words with the decision variables from regression analysis in terms of forward inference. These results are evaluated by means of backward inference. By comparing the evaluation results, the inference model decides on product design elements which are closer to the customer's feeling and emotion. Finally, simulation results are tested statistically in order to ascertain the validity of the model.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2007년도 춘계학술대회 논문집
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• pp.1943-1947
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• 2007

The number of people using Seoul metropolitan subway is continually raising as the population and cars keep increasing. But recently, many people have a feeling of anxiety about several problems such as a fire and air pollution. Thus, the purpose of this paper is to propose a method which can improve the customer satisfaction. There are lots of positive and negative factors that influence people. To understand and analyze these factors, we conducted a questionnaire survey of people who usually use subway. From the obtained data, principle component analysis and K-means clustering method were implemented. Finally, for customer satisfaction, the factors which are needed to be concerned or solved are identified using cross-tabulation.

• 한국콘텐츠학회논문지
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• 제10권12호
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• pp.434-444
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• 2010

호텔은 고객과의 장기적인 관계를 지속하기 위해서는 무엇보다 고객에게 신뢰와 만족을 제공하여 충성 고객이 될 수 있도록 하는 것이다. 본 연구에서는 리조트 호텔을 이용하는 고객이 호텔 종사원에 대한 대인신뢰가 고객충성도 및 재구매 의도에 어떠한 영향을 미치는 지를 고찰하고자 제주도에 소재한 리조트 호텔 이용고객을 대상으로 연구를 실시한 결과 리조트 호텔 이용 고객이 호텔에 근무하고 있는 종사원에 대해 느끼는 능력, 유사성이 고객충성도와 재구매의도에 정(+)의 영향을 미치는 것으로 나타났다. 이는 리조트 호텔을 이용하는 고객들은 리조트 호텔을 방문할 때 종사원들의 능력과 유사성이 고객으로 하여금 반복적인 구매행동의 원인인 고객충성도와 미래에도 반복적으로 이용할 가능성이 높은 재구매의도에 있어서 직접적인 영향을 미치는 중요변수임을 확인할 수 있었다. 이와는 반대로 호텔종사원의 일관성은 리조트 호텔을 이용하는 고객에게는 부(-)의 영향을 미치는 것으로 나타났으며 이는 휴양지에서 새로운 흥미와 관심을 갖고자 하는 리조트 호텔의 고객성향을 비추어 볼때 고객충성도와 고객의 재구매의도에 부정적인 영향을 일으키는 원인이 됨을 알 수 있었다.

• 복식문화연구
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• 제13권4호
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• pp.589-603
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• 2005

This study was to develop the design of briefs for elderly women, aiming at understanding about the briefs that the elderly women currently wear and helping them draw happiness from wearing clothes. This study, based on the data analyzing the physique of old women that was investigated by the previous study, targeted the elderly women living in Jeonbuk area to conduct the research into their physique, brieff that they prefer. The results of this study were as follows. First, the majority of the elderly women wore size 100 as looking into the size of briefs that elderly women put on and their physique. For the most part, they had relatively thinner waist compared to the belly and buttock. Second, they were found to have preference for briefs with narrow rubber band, and medium sized design that fit their line of buttock, waist and crotch, for reasons of the activity and comfort. Third, they were found to be generally happy with the briefs that they are currently wearing. Fourth, the factors leading elderly women to buy briefs were analyzed to come from the 4 considerations of beautiful appearance/customer service, practicality, economical reason/size and the comfortable feeling when wearing them. Among such factors, the greatest demand among those factors was the comfortable feeling they can have when they wear briefs, followed by the economical reason/size, practicality, beautiful appearance/customer service.

• 한국콘텐츠학회논문지
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• 제18권10호
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• pp.394-402
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• 2018

최근 국내의 외식산업은 양적, 질적으로 많은 성장을 해 왔다. 그 중 단체급식 시장도 많은 성장은 물론 무한 경쟁화되면서 영양사의 역할도 다변화되어 왔다고 할 수 있다. 전문직 자아개념은 전문 직업인으로서의 자기 자신의 업무에 대한 느낌과 스스로의 견해를 말하며 긍정적인 전문직자아개념을 가진 전문직업인 일수록 업무 수행능력이 높아진다. 본 연구는 영양사의 전문직 자아개념이 직무 만족도와 고객지향성에 미치는 영향에 관한 분석을 실시하였고, 연구결과는 다음과 같다. 전문직 자아개념의 하위요인인 지도력, 용통성, 기술, 의사소통 중에서 기술과 의사소통이 직무 만족도에 유의한 영향을 미치는 것으로 나타났다. 그 중에서 기술의 영향력이 큰 것으로 나타나 영양사 업무와 직접 관련된 기술 요인에 대해 영양사 스스로 긍정적으로 평가할수록 직무 만족도가 높다는 것을 알 수 있었다. 고객지향성의 경우에는 의사소통과 기술의 순으로 유의하게 영향을 미치는 것으로 나타났다. 즉 영양사로서 고객의 필요와 욕구를 충족시키기 위해 노력하는 태도는 고객 혹은 타인과의 공감 능력이 높다고 스스로 평가하는 경우에 높아지는 것을 알 수 있었다.

• 한국조리학회지
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• 제10권1호
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• pp.14-31
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• 2004

The purposes of this study are to find influential factors on relations between customer quality and service quality of hotel foods & beverages, to find out factors influencing on customers' intention to revisit, to understand suggestive points in the side of operation of hotel's foods & beverages, and to offer basal materials for establishing marketing for hotel operators. The study results were proved followings; in factors of customer quality, the higher factors of customers' manner·etiquette, the higher pleasantness, trust, kindness, among factors of service quality of hotel foods & beverages. The higher factor of customers' social status, the higher typicalness, pleasantness, trust, kindness, among factors of service quality of hotel foods & beverages. The higher customers' economic level, the higher pleasantness, trust, kindness. The higher customers' manner·etiquette, customers' social status, customers' economic level, at corners selling foods & beverages in hotels, the higher typicalness, pleasantness, trust, kindness, among factors of service quality of hotel foods & beverages, the higher customers' intention to revisit. Therefore, in order to improve services of corners selling foods & beverages in hotels, customer quality must improve, and marketing strategies proper for maintaining improved customer quality. As customers think much of hotel employees' service quality, kindness, and care, kind and skillful employees need be distributed in hotels. In order to elevate quality of employees working at corners selling foods & beverages in hotels, which is adequate for images of hotels, supervisors of companies or relevant departments must implement the reward system to encourage hotel employees to work at parts adequate for employees' individual ability as well as get feeling of accomplishment, in order for employees to keep liveliness and self-confidence.

• 자동차안전학회지
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• 제10권3호
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• pp.38-44
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• 2018

Conventional brake system was used for passenger cars and SUV for a long time. However, the high performance brake system has strongly required because of increase of engine power and customer's favorites etc. In this paper, a new high performance brake system for Europe was proposed. For this system, the high performance caliper and disc were newly developed. The superiorities of the developed high performance brake system were verified via heat capacity, hydraulic stiffness, corrosion and harsh braking mode test. Also, the high performance caliper and disc for the light-weight were applied to AL-Alloy and can obtain the weight reduction effect of 2.9 kg per vehicle. Finally, a developed high performance brake system is expected to be used for realization of the high performance at the same platforms.

• CRM연구
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• 제2권1호
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• pp.33-52
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• 2009

본 연구는 지역축제에서 기대가 성과에 미치는 영향과 방문자 감정 및 만족을 이끌어내기 위한 체험의 조절적 역할을 살펴보았다. 조사는 실제축제에 방문한 방문자를 대상으로 지역축제가 활발하게 추진되고 있는 지역을 대상으로 체험을 직접적으로 경험했던 응답자를 대상으로 최종분석에 사용하였다. 연구결과, 축제에 대한 기대가 지각된 성과에 긍정적 영향을 미치는 것으로 나타났으며, 축제체험활동은 방문자의 감정 및 만족에 중요한 역할을 하는 것을 확인하였다. 따라서 축제참여자들의 성과를 높이기 위한 체험프로그램의 강화와 참여고객들의 세분화를 통한 다양한 감정형성 및 만족을 이끌어내기 위한 축제운영의 효율성을 높여야 할 것임을 시사하고 있다.

• International Journal of Quality Innovation
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• 제6권3호
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• pp.38-55
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• 2005

Consumption has generally become more fragmented, hedonic and individual specific, satisfying not only functional but also emotional needs. In parallel, customer satisfaction is now thought to be both a cognitive and affective response, and the closely related concept of job satisfaction is commonly seen as an emotional reaction. The reasoning within quality management does, however, still lean heavily toward cognitive judgements (i.e. performance ratings), the emotional component clearly being under explored. Further, performance variables have shown not to be significant in predicting satisfaction for certain 'experience products', the effect fully mediated by emotions. As a consequence a cognitive judgement based quality concept has lost its ability to predict satisfaction, which clearly contradicts with the modem quality definition, stressing quality as the ability to satisfy the customer. Emotions have however entered the quality discourse and it has been proposed that having customers that are merely feeling satisfied will not suffice. Instead, there has been a plethora of executive exhortations in the trade press calling on business to 'delight the customer'. Strategies for doing so have however usually been imprecise and unclear, and the different drivers of delight and satisfaction are not well explored. This paper aims to complement the previous cognitive dominance by exploring the multiple emotional responses involved in customer satisfaction. A conclusion being that we currently are measuring something, in terms of satisfied, that is more or less independent of what we aim for, in terms of delight. It is also most likely that - depending on the situation, product, and person - other positive and negative emotions are more important outcomes of purchase and usage than merely satisfaction. It is questioned whether a single, summary response such as satisfaction is feasible or even desirable.

• 한국유기농업학회지
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• 제18권3호
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• pp.315-329
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• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.