• 한국산학경영학회:학술대회논문집
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• 2006.12a
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• pp.77-91
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• 2006

With a rapid growth of the internet shopping mall consumer according to popularization of the internet, it is possible for the general public to get information covering a wide range a wide range go easily and companies attempt to apply review a new marketing means. The present paper aims to research investigated the Evaluation method of Reviews by the Experienced Review. In order to achieve the purpose of this study, carried out literature study of a related field. Through these methods, we were able to obtain participation of 166 people from student a college woman. Using 149 responses derived statistics by means of Win SPSS Version 12.0 statistics program package. The analysis results are the on-line customer review is composed of four dimensions that is expertise factor, trustworthiness factor and usefulness factor, evaluation factor.

• International Journal of Contents
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• v.15 no.1
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• pp.1-9
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• 2019

Since the VR market is expected to have a high growth, this study aimed to investigate the human factor-related determinants of user satisfaction with mobile VR headsets. A pre-study of customer reviews was conducted with the help of semantic network analysis to identify the core keywords for understanding negative and positive predictors of mobile VR headset experiences. Through laboratory testing with three different commercial models, the main study measured and identified the predictors of user satisfaction. From the results, five factors were extracted as valid predictor variables and used for regression analysis. These factors were immersion, VR sickness, usability, wear-ability and menu navigation interface. All the five predictors were proved to be significant determinants of the perceived user satisfaction with mobile VR headsets. Usability was the strongest predictor, followed by VR sickness and wear-ability. Practical and theoretical implications of the results were discussed.

• Journal of Information Technology Applications and Management
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• v.31 no.1
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• pp.163-175
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• 2024

This study conducts topic modeling analysis on four electric scooter sharing platforms: Alpaca, SingSing, Kickgoing, and Beam. Using user review data, the study aims to identify key topics and issues associated with each platform, as well as uncover common themes across platforms. The analysis reveals that users primarily express concerns and preferences related to application usability, service mobility, and parking/accessibility. Additionally, each platform exhibits unique characteristics and challenges. Alpaca users generally appreciate convenience and enjoyment but express concerns about safety and service areas. SingSing faces issues with application functionality, while Kickgoing users encounter connectivity problems and device usability issues. Beam receives overall positive feedback, but users express dissatisfaction with application usability and parking. Based on these findings, scooter sharing service providers should focus on enhancing application features, stability, and expanding service coverage to meet user expectations and improve customer satisfaction. Furthermore, highlighting platform-specific strengths and providing tailored services can enhance competitiveness and foster continuous service growth and development.

• Management & Information Systems Review
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• v.29 no.4
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• pp.67-88
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• 2010

The primary purpose of this study is to examine the effects of information satisfaction on customer trust and future behavior intention in open markets. Based on relevant literature reviews, this study posits three information satisfaction characteristics, that is, seller information satisfaction, product information satisfaction, and transaction procedure information satisfaction as key determinants of customer trust and future behavior intention. And then we structured a research model and hypotheses about relationship between these variables. A total 253 usable survey responses of open market users have been employed in the analysis. The major findings from the data analyses are as follows. Firstly, all three kinds of seller information satisfaction, product information satisfaction, and transaction procedure information satisfaction have a positive influence upon customer trust. Secondly, customer trust have very significantly related to repurchase intention in open markets.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.139-152
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• 2009

This Study is an analysis on the effects of relational factors(shared transformational leadership) among leadership, employees' job satisfaction and customer orientation. To accomplish this, it was determined that the analysis derived from a hypothesis and literature reviews and data collected from 322 F&B employees of five-star hotel in Seoul. The collected data has been analyzed by SPSS 14.0. and results were as follows. First, transformational leadership(charisma, individual consideration, intellectual stimuli) would affect job satisfaction, It was found that charisma had a positively significant effect on job satisfaction alone while individual consideration and intellectual stimuli had a positively significant effect on job satisfaction. Second, job satisfaction would affect customer orientation, It was found to have a positively significant effect on the relations with customer orientation. Based on the results of this study, suggestions about hotel managers' transformational leadership, employees' job satisfaction and customer orientation were made.

• The Journal of the Korea Contents Association
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• v.10 no.5
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• pp.398-406
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• 2010

The purpose of this study was to research the relationships among self-leadership, job satisfaction, organizational commitment and customer orientation one of the performance variables of employees in travel agency. As more and more travel agency organizations move toward competitive environments, organizational members at all levels are being encouraged to take greater responsibility for their own job tasks and work behaviors. Self-leadership involves the influence people exert over themselves to achieve the self-motivation and self-direction needed to accomplish desirable outcomes. To accomplish this study, it was determined that the analysis derived from a hypothesis and literature reviews and data collected from 206 employees in travel agency.The results of empirical analysis showed as follows. First, Self-leadership has a significant effect on job satisfaction, organizational commitment and customer orientation. Second, Job satisfaction has a significant effect on organizational commitment and customer orientation. Third, Organizational commitment has a significant effect on customer orientation. Based on these findings, the implications and limitations of the study were presented including some directions for future studies.

• Journal of Service Research and Studies
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• v.5 no.2
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• pp.161-176
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• 2015

The significance of upgrading current certification service for customer center manager and counsellor in Korea Call Center Information Research Center-affiliated Call Center College is dramatically increasing due to steady applicants for the last few years, while there is a need to expand the numbers of applicants with a new channel. This paper has suggested the directions for developing IBT system to hold a dominant position in the certification business industry. Providing IBT channel, mainly base upon internet and utilizing various IT infra for the PCCM (Preliminary Customer Center Manager)/CCCM (Certified Customer Center Manager), will increase the convenience of taking qualification exams for customer center managers and improve competitiveness in qualification certification business industry. Specifically, this study reviews overview of industry trends of domestic and overseas, success cases of test services, service model and methods of on-line test, and short and long term analysis of the domestic and overseas markets.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.4
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• pp.88-97
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• 2015

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm's profitability. Recently, many researchers have examined the relationship between quality management system and firm's performance. The conclusion from these studies is that effective implementation of quality management system improves firm's performance. This paper extends the existing research on quality management system and firm's performance by examining how the impact of quality management system on firm's performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm's performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm's performance.

• Smart Media Journal
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• v.2 no.2
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• pp.20-27
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• 2013

The concept of social media is top of the agenda for many business executives and decision makers, as well as consultants try to identify ways where companies can make profitable use of applications such as Netflix, Flixster. The social media is playing an increasingly important role as the information sources for customers making product choices etc. With the flourish of Web 2.0 technology, customer reviews are becoming more and more useful and important information resources for people to save their time and energy on purchasing products that they want. This paper proposes the Bayesian Probabilistic Classification algorithm to mine the social media review, and evaluates it by different splits and cross validation mechanism from the real data set. The explored study experimental results show the robustness and effectiveness of proposed approach for mining the social media review.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.61-70
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• 2016

The purpose of this study is to identify the effects of a company's response strategies (response type, communication style, and response sincerity) on customer's brand attitude and purchase intentions. A fictional Facebook fan page containing 6 separate scenarios was developed based on actual customer reviews and company responses observed on Facebook restaurant fan pages. Participants were recruited from Amazon's Mechanical Turk (MTurk). A total of 202 responses were obtained; 185 responses were analyzed after deleting insufficient responses. The results of MANOVA found that an accommodative response leads customers to have a more favorable attitude towards a brand and have stronger purchasing intentions. In addition, customers who perceive the company's response to a negative review as sincere are more likely to have a positive brand attitude and purchasing intentions, as compared to those who perceive it as either insincere or neutral.