• Title/Summary/Keyword: customer satisfaction

Search Result 3,569, Processing Time 0.034 seconds

A study for Development of SCM Information System in the Distribution Logistics on Using RFID (RFID를 활용한 유통물류 분야 SCM 정보시스템 구축에 관한 연구)

  • Kim, Hyung-Do;Seo, Hyoung-Joo;Kang, Kyung-Sik
    • Journal of the Korea Safety Management & Science
    • /
    • v.12 no.4
    • /
    • pp.127-137
    • /
    • 2010
  • The today many companies are tilting to enjoy the dominant position in the globalization of global market. The past business management is focus on the price and quality, but many companies are doing our utmost for customer satisfaction of various needs of customers. Therefore, The efficient logistics management is a core element in the competitiveness of company that respond more quickly and effectively to market. Now, The companies are building an integrated SCM(Supply Chain Management) system that is able to manage and operate procurement, production, distribution & logistics activity. Among the IT infra, The RFID technique is received special attention for this successful SCM System, continuously it is being researched and developed. Also, they recognize RFID techniques that offer various services at supply chain flow, create value of company. This study propose implications in other industry for biz model development and direction based on RFID in many industry through case study for development of the distribution logistics information system on using RFID.

A study of How Internet Telephony Service Quality characteristics Affects Brand attitude : Applying a technology acceptance model (인터넷전화서비스품질 특성이 브랜드 태도에 미치는 영향 연구 : 기술수용모델을 중심으로)

  • Jung, Kyung-Hee;Cho, In-Hee;Joo, Hyung-Joon;Cho, Jai-Rip
    • Journal of the Korea Safety Management & Science
    • /
    • v.11 no.3
    • /
    • pp.199-207
    • /
    • 2009
  • IP Telephony service was restricted to an outgoing call and low quality since the trust domestic IP Telephony service launch of Saerome co. Ltd, in Jan. 2000. However, Interest of IP Telephony service, which is substituted for PSTN, has been highly elated because of the developed equipment softswitch and new technology. This kind of importance and marketing of VoIP are recognized to telecommunication providers. With this trend, they try to administrate customer satisfaction and invest R&D to survive in this hard competition and unexpected change. To achieve this objective, they should try to realize the searching process of the quality decision attribution (QDA). However, there is little research on the aspect of service quality of Internet telephony so far. For this, the investigator established the tangibles, the reliability, the responsibility, the assurance, the empathy, the charge with information sources as core elements. In order to examine the influence of IP Telephony service upon the attitudes toward a brand and the purchase intention.

Analysis Study of the Korean Medical Treatments in Care Hospital (요양병원의 한방치료에 대한 분석 연구)

  • Choi, Hong Sik;Lee, Yong Eun;Kim, Jae Soo
    • Journal of Acupuncture Research
    • /
    • v.31 no.1
    • /
    • pp.23-33
    • /
    • 2014
  • Objectives : The purpose of this study is to analyze the Korean medical treatments in care hospitals and to provide the fundamental information for Korean medical policy. Methods : Data were collected from the patients who had been taken Korean Medicine in 00 Care Hospital from Jan. 1. 2011 to Dec. 31 2012, and their medical records werere viewed retrospectively. In addition, 42 inpatients were recruited and responded to the survey. Results : Major results of the analyses are as follows; 91.0 % of Western medical inpatients were treated with Korean medicine. And medium medical care group is 38.8 % among the inpatients that are treated with Korean medicine. Especially, musculoskeletal disease and stroke disease are treated more frequently at the rate of 43.9 %, 41.2 %. 92.8 % of patients responded to the survey were content to the Korean medical treatments. Conclusions : The result of this study shows that patients prefer Korean medicine, and it is necessary to supplement the Korean medical policy.

The Study of Follow-up Audit Compliance for Quality Management System in Subcontractors of Shipbuilding Industry Based on ISO 9000 Requirements Changes (ISO 9000 품질경영시스템 규격변화에 따른 조선업 협력업체의 사후관리심사에 관한 연구)

  • Park, Dong-Joon;Kang, In-Seon
    • Journal of the Korea Safety Management & Science
    • /
    • v.13 no.4
    • /
    • pp.161-169
    • /
    • 2011
  • International Organization for Standardization has recently published ISO 9001:2008 which is the basic requirements for a quality management system that an organization must fulfil to demonstrate its ability to consistently provide products that enhance customer satisfaction and meet applicable statutory and regulatory requirements. Not many empirical researches based on ISO 9001:2008 have been done up until now. In this article we outline transitional features for ISO 9000 quality management system (QMS) since its first publication in 1987. In order to effectively maintain ISO 9001:2008 QMS certification and continuously enhance quality management activities, we perform statistical analysis for the minor nonconformity data generated from follow-up audits for subcontractors of shipbuilding industry based on ISO 9001:2008 requirements. A Kruskal-Wallis test is used to show relationships between the minor nonconformity data and three classification criteria: the type of business, the size of business, and the number of follow-up audits.

The Analysis of South Korea Medical Tourism Services for the Differences Perceptions by Medical Tourists and Hospital Staffs (의료관광객과 병원 종사자간의 한국 의료관광 서비스에 대한 인식차이 분석)

  • Han, Jae-Hyun;Lee, Kyun-Jick
    • Korea Journal of Hospital Management
    • /
    • v.16 no.4
    • /
    • pp.17-34
    • /
    • 2011
  • Recently, medical market has been changing not for the sake of treatment of the disease but for high quality of health. Therefore, South Korea medical tourism service needs to understand and improve for the differences perceptions of medical tourists and health professionals for customer satisfaction. The purpose of this study is to understand the structure of medical tourism market through theoretical consideration and to suggest the factors which need to be taken precedence for improvement of South Korea medical tourism service through analysis differences between consumers and suppliers. To analyze the difference of awareness, we reconstructed the questionnaires focussing on evaluation factors and articles about medical tourists selection attributes and health professionals way to invigoration through previous research and precedence study. After that, we also collected the data based on reconstructed questionnaires. After we compared each collected responses from medical tourists and health professionals, also analyzed the differences of awareness by applying Johari's Window to those differences. In conclusion, there is no relation between medical tourist and health professionals about th differences of awareness in functional quality and cost that is a direct effect to transaction in current medical tourism of South Korea. In contrast, there are differences of awareness between a process which support medical tourism and technical quality. Therefor, we expect to invigorate medical tourism by innovation of supportive process and technical quality.

  • PDF

Multi-agent based value net design (멀티에이전트 기반 가치넷 설계)

  • Kim, Taewoon
    • Proceedings of the Korea Inteligent Information System Society Conference
    • /
    • 2002.05a
    • /
    • pp.222-229
    • /
    • 2002
  • A value net is a business design that uses digital supply chain concepts to achieve both superior customer satisfaction and company profitability. In order to implement the value net model, information processing and distribution needs to occur in real time. Software agent technology is becoming popular due to the inherent characteristics of autonomy, distributedness and modularity. In this paper, we adopt agent technology to handle all real time decision process, making the value net model a complex multi-agent network of decision makers. For the agents to properly coordinate their respective activities we develop MAVN model, a Web-based multi-agent language grounded in the XML and Java.

  • PDF

An Empirical Study on the Perception of Port Service Quality - Primarily on SERVQUAL Model In Container Terminal - (항만 서비스품질 지각에 관한 연구 - 컨테이너항만의 SERVQUAL 적용을 중심으로 -)

  • 신한원;김성국;최영로
    • Journal of Korean Port Research
    • /
    • v.15 no.1
    • /
    • pp.1-18
    • /
    • 2001
  • The purpose of this study is to explore the nature of the relationship between several factors representing perceived port service quality and the adaptability to the marketing strategy of container terminal. An empirical study was carried out to examine not only the determinants of port service quality using PZB's SERVQUAL model but also its implications to the service marketing strategy. The data investigating the determinants of port service quality were collected from 136 managers from shipping companies by the use of questionnaire method. Factor analysis and t-test were carried out to analyze the data. The results of this study were as follows ; First, Shipping companies perceive the port service quality on two the dimensions of personnel and material aspects. Second, Shipping companies put more emphasis on the reliance of port service quality even though the port authority offers good facilities and materials as parts of port shipping quality. Third, There is a significant relationship between the purchase intention and the customer satisfaction. These findings help not only to formulate service marketing strategy based on service quality but also to be a concept tool to enhance port service quality.

  • PDF

The Influence of IT based service environment and Emotional Commitment (IT 기반 서비스환경이 고객의 정서적 몰입에 미치는 영향)

  • Ryu, Jung-min;Seo, Yong-mo
    • Proceedings of the Korean Institute of Information and Commucation Sciences Conference
    • /
    • 2015.10a
    • /
    • pp.743-745
    • /
    • 2015
  • The purpose of this study is to investigate the relationship between IT environment and commitment in online.The satisfaction of customers, who are in a servicescape, will be subject to many environmental stimulations. In particularly, the servicescapes of the store and the customer characteristics are important factors that affecting the emotional commitment of consumers. In this study, the servicescape that consumers evaluated can be divided into physical and social factors. Furthermore, how these factors can affect the emotional commitment through perceived service quality and social interaction will be studied as well. In addition, the moderating effects of the individual characteristics at the perception of servicescape, such as optimum stimulation level and social appropriateness will be studied together.

  • PDF

The Influences on Consumers' Brand Preference and Repurchase Intention Through Strategic Visual Merchandising of Fashion Retail Store - Focusing on Global SPA Brands in Korea - (패션 판매공간의 VMD 구성요인이 브랜드 선호도와 재구매의도에 미치는 영향 - 국내 글로벌 SPA브랜드 중심으로 -)

  • Lee, Mil-Suk;Han, Hae-Ryon
    • Korean Institute of Interior Design Journal
    • /
    • v.23 no.4
    • /
    • pp.120-128
    • /
    • 2014
  • Due to prolonged recession and limited spending of the consumers, domestic fashion brands are putting their efforts in pursuing competitiveness in order to survive in an intense competition, and because of this reason, VMD is being considered significant as a strategy for store environment improvement. An empirical research regarding analysis for systematic strategic VMD configuration factors of fashion retail store and relationship of repurchase intention that have effects on increase in sales was conducted. Thus, this study considers importance and spatial interrelation of VMD configuration factors of fashion retail store through theoretical consideration, and based on this, VMD configuration factors were restructured into reconcilability, attractiveness and epidemicity. An empirical validation through theoretical hypotheses and survey for relationships among VMD configuration factors, brand preference and repurchase intention was conducted. As a result of path analysis, VMD configuration factors reconcilability, attractiveness and epidemicity have effects on repurchase intention, and it was analyzed that epidemicity has the biggest effect on consumers. Also, it was found that brand preference has effects on repurchase intention and through this, as favorability and customer satisfaction for brand has effects on repurchase intention, it is judged that creating a strong brand image and brand image building is important the most for improving brand preference.

Comparison of the Salesperson's Service on Fashion Retailing Formats - Focused on Department Store, Discount Store, and Outlet Store - (패션 유통업태간 소비자가 요구하는 판매원의 서비스 차원 비교(I) - 백화점, 할인점, 아울렛몰을 중심으로 -)

  • Lee, Jin-Hwa;Hur, A-Hyun
    • Fashion & Textile Research Journal
    • /
    • v.10 no.3
    • /
    • pp.289-297
    • /
    • 2008
  • This paper was to examine the salesperson's service that the consumer demands in different types of fashion retailing formats including department store, discount store and outlet store. Data has been collected from June to August in 2005 in Pusan and Seoul on subject of 1000 adult over18 years old and 979 pieces were used to analyze. Data analysis was conducted by factor analysis, regression using the SPSS statistics package program. Services in common in 3 fashion retailing formats were "individual concerning", "kindness, courtesy/customer respect", "quick correspondence/convenience", and "product knowledge". Unique services that consumer demanded for the department store were professional and polite attitude; for the discount store, honesty and convenience for refund and exchange; for the outlet store, wide range of product selection. The results has shown that the part of salesperson's service dimensions influenced the consumer's purchase, repurchasing intention and the level of satisfaction. Therefore fashion marketers need to carefully implicate operation and service management depending on the retailing formats.