• Proceedings of the Korea Concrete Institute Conference
• /
• 2001.05a
• /
• pp.647-650
• /
• 2001

The purpose of this study was the influence of cold weather ready mixed concrete quality according to needs of customer were investigated by measurements of slump, air content, temperature and compressive strength. As a results, cold weather ready mixed concrete using high standard admixtures, high early strength admixtures and cold weather concrete plant were similarly to slump, air content, temperature and compressive strength.

• Journal of Korean Society for Quality Management
• /
• v.32 no.4
• /
• pp.113-124
• /
• 2004

Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide /industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this Perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

• Knowledge Management Research
• /
• v.20 no.3
• /
• pp.17-38
• /
• 2019

Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

• Journal of Digital Convergence
• /
• v.1 no.1
• /
• pp.235-253
• /
• 2003

In this research, we have developed a model that can explain the potential customer's needs for the potable Internet service, a concept with 'QoS guaranteed lower-price high speed mobile Internet service. Based on the developed model, we have also derived some empirical implications for the business firms interest in the potable Internet market. The developed model is incorporating a survey result, answering of potential customer's attitude for the portable Internet service, from the subscribers to the Internet service, wireless LAN service, and mobile Internet service. As a result, we have found that a very innovative group, such as wireless LAN users and 20's age group using mobile Internet service, could be the most attractive market segment. Moreover, the aspects of the service coverage and the price competitiveness at the service launching stage could be the most critical success factors for the portable Internet service.

• Journal of the Korean Institute of Intelligent Systems
• /
• v.13 no.5
• /
• pp.530-538
• /
• 2003

Recently the needs for keeping existing customers is increasing in the field of marketing. So, the customers needs to be classified by groups and the differentiated responses to the specified customer groups are demanded. In this paper, we implemented a system that classifies the customer groups using the neural network, and classified the purchasing patterns among customer groups. Empirically examining the association rules between two groups, we could find out that similar rules exist between them. So, it is important that customers should be classified into the excellent customer group and the general group for the decision making of marketing. This paper shows that the efficiency of the differentiated marketing can be maximized by raising the correctness of the expectation in the classification of customer groups.

• Journal of the Korea Safety Management & Science
• /
• v.21 no.1
• /
• pp.9-16
• /
• 2019

Logistics companies are worrying about securing of differential competitiveness so as to be competitive companies in keen logistics market. The ground is how users are satisfied by sell-established service system to respond not only economic feasibility of logistics costs but also diversity and advancement of logistics needs. The competitiveness of logistics companies is also caused by customer satisfaction of service and only companies finding and satisfying customer needs continuously may be more competitive. For the competitiveness, it's the most important to analyze demands of current and potential customers and their pursuing value properly. Therefore, this researcher grasped PSL for online logistics service users with 5-point Likert-scale and quality-level decision method that consider the weighted value based on Kano model, measured customer's potential Demand for service through PCDI, and suggested methodology for deciding the priority of the improvement with loss function of Taguchi.

• Journal of Information Technology Services
• /
• v.9 no.3
• /
• pp.1-23
• /
• 2010

The mobile customer center is one of major customer service channels to gain company's competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center's quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

• Knowledge Management Research
• /
• v.19 no.1
• /
• pp.147-174
• /
• 2018

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

• Journal of Internet Computing and Services
• /
• v.16 no.5
• /
• pp.93-98
• /
• 2015

IoT (Internet of Things) is recently burgeoning as business applications as well as ICT itself. Among the business applications of IoT, wearable devices are recognized as a leading area of customer devices. This research first identifies customer needs of activity trackers (fitness trackers), as one of representative wearable devices, and mapping the identified needs with the well-known marketing model of marketing mix (4 P's: Product, Price, Promotion, and Place). Survey was applied to university students for identifying current and potential needs for activity trackers. The needs were classified by 4 P's, and according to the results, different from other IT devices, activity trackers has more potential needs. Moreover, reliable distribution channels, offline and company owned shops were preferred, rather than online shopping mall by third parties. The results would provide some valuable implications to not only designers of activity trackers but also business management.

• Culinary science and hospitality research
• /
• v.6 no.3
• /
• pp.119-147
• /
• 2000

This Study is performed to research a customer satisfaction to a Franchisee on the food franchise industry. In future, the food industry will be complicated and various. So customer needs also will be complicated. Consequently. a study of customer satisfaction will be researched continuously for corresponding an industrial transfiguration and a customer variety. The result of this study, a Franchisee satisfaction on the food franchise industry is evaluated below the average. This result can be happened by the scale of food franchise industry. However actually it has caused by the lack of Franchisee management mind, the capability of head office, and the lack of competitive power. The mind of service for customer, hygiene and cleanness mind, and the lack of marketing strategies and strategic management can not be satisfied of customer. Also customer value creation can not be made. So the education training and marketing strategies for Franchisee on the food franchise industry have to be requested. And a continuous study for customer satisfaction that correspond with the characteristics of industrial classification be raised.