• 대한영양사협회학술지
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• 제4권2호
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• pp.152-159
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• 1998

The purpose of this study was to compare the customer satisfaction index(CSI) between 8 self-operated foodservices and 6 contract foodservices in Pusan and the Kyeung Nam area. There were 438 subjects for self-operated foodservices, and 384 for contract foodservices. The questionnaire was used in this study as a survey method and was concerned with quality of food(Ⅰ)(Ⅱ), sanitation, facilities, information service, and employee sevice area. Data from customers were analyzed by using the $SPSSPC^+$ program, and in terms of frequency, and t-test. The results are as follows; 1. Sanitation was the most important factor in both self-operated and contract foodservices. 2. Contract foodservices showed a higher mean rating in both facilities and employee service than did self-operated foodservices in the satisfaction. 3. In self-operated foodservices, men had a significantly(p>0.05) higher CSI in all areas then women, but contract foodservices did not have this difference. 4. Contract foodservices had a higher CSI in quality of food(Ⅰ), sanitation, facilities, information service, and employee service area, and was also in higher total CSI, than self-operated foodservices.

• 품질경영학회지
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• 제44권4호
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• pp.813-831
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• 2016

Purpose: The purpose of this study is to assess the service quality attributes of Korean airlines service for Chinese passengers and suggest revised model to count potential improvement. Methods: Using the Kano and Timko models based on survey questionnaire to classify the quality attributes and to calculate the customer satisfaction index for each service attributes. And the revised potential customers satisfaction index(R-PCSI) are used to access the improvement possibilities by Kano model's attributes. Results: The attributes by Kano model, the relative importance, and the priorities for improvement for 30 airline service quality characteristics are identified. The most important item for improvement is 'Loses and delays compensations service'. Conclusion: According to the PCSI calculation results, this paper can help for Korean Airlines to improve customer satisfaction for Chinese passengers. And R-PCSI model suggested by this paper can be used for other service quality analysis.

• Journal of the Korean Data and Information Science Society
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• 제17권2호
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• pp.355-366
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• 2006

Customer Satisfaction (CS) in Auto insurance market is the important factor which makes customer loyalty and retention increase. Recently On-line companies are threatening the existing Off-line companies with taking advantage of the low price through cut-offing the price by internet marketing. Therefore, the CS is becoming an indispensable survival strategy to the Off-line companies. Under these circumstances, this study finds out what the CS factors are in the auto insurance market, and produces levels of CS, customer loyalty and satisfaction Index of each category. The purpose of this study is to suggest the strategic improvement factor for elevating CS level and strategic direction for CS management by CS portfolio analysis based on the survey result.

• Asia Marketing Journal
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• 제14권1호
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• pp.1-24
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• 2012

본 연구는 고객만족과 기업가치 성과간의 관계를 분석하는 것이 목적이다. 기업가치성과는 주가와 신용등급으로 나눌 수 있는데, 전자는 기업의 시장가치이고 후자는 자금조달비용이라 구분하여 사용되고 있다. 고객만족과 주가와의 관계는 비교적 오래전부터 연구되어 왔으나 신용등급과의 관계는 최근 들어 연구되기 시작하였다. 대표적으로 Anderson and Mansi(2009)의 연구에서는 양자가 긍정적으로 관련된 것으로 밝혀졌으나, 윤상운(2010)이 국내자료를 사용한 연구에서는 그 관계가 입증되지 못하였다. 일치하지 않는 두 연구의 결과에서 아이디어를 얻어 본 연구에서는 고객만족이 신용등급에 긍정적 영향을 미치는 것으로 보고 이를 검증하였다. 두 연구에서 사용한 모델을 참고로 하였고 특히 우리나라 실정에서는 정부지원이 중요한 변수임을 감안하여 이를 포함한 연구모형을 설정하여 검증한 결과 긍정적 관련성이 있는 것으로 나타났다. 추가분석에서 자산규모가 큰 기업보다 작은 기업에서, 제조업보다 서비스업에서 고객만족이 신용등급에 더 유의한 긍정적 영향을 미치는 것으로 나타났다.

• ETRI Journal
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• 제30권5호
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• pp.634-643
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• 2008

One of the ubiquitous technology fields that have received the most attention recently from technology communities worldwide is mobile radio frequency identification (RFID). Mobile handsets loaded with RFID readers enable the identification and retrieval of information on RFID tagged objects. In Korea, a variety of mobile RFID services are currently being piloted, and their commercial roll-out looks imminent. The goal of this study is to propose, ahead of the commercial launch of mobile RFID services, a customer satisfaction index (CSI) model for this service category and to then measure the CSI to derive practical implications for their providers and pointers related to the improvement of service. A web survey was conducted on Korean mobile phone subscribers who had participated in a mobile RFID pilot program. Using the results of this survey, we tested the CSI model and its hypotheses by employing a partial least-squares-based structural equation model analysis and calculated the index. We further conducted an importance-performance analysis in order to provide insights that may be useful for improving the quality of mobile RFID services.

• 품질경영학회지
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• 제41권3호
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• pp.327-335
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• 2013

Purpose: The purpose of this study is to suggest the modified 'Korean Standard-Quality Excellence Index' model and analyze the improvement effect with survey data by comparing the properness between current and suggested model result. Methods: The collected data through the survey were analyzed using paired t-test and unbalanced ANOVA method for testing the consistency of two customer satisfaction evaluating categories and comparing the current model to suggested model for confirming the improvement of performance. Results: The statistical analysis result shows that adjusted model using prior information improves the consistency between two customer satisfaction in case of short life-cycle product. Also long life-cycle product case, the result shows difference gap decreasing with same direction. Conclusion: Considering statistical model for QEI reflecting the characteristic of product group such as life cycle seems to be meaningful. Since index may be compared yearly base for checking the trend, careful approaching without big change should be considered for application.

• 한국전자거래학회지
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• 제23권4호
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• pp.41-62
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• 2018

현재 모바일 쇼핑 시장의 빠른 성장에도 불구하고 주요 사업자들은 심한 경쟁 속에서 지속적인 영업적자를 기록하고 있다. 이 문제를 해결하기 위해서는 모바일 쇼핑 시장은 과도한 경쟁보다는 고객만족도와 고객충성도를 높이기 위한 연구들이 요구된다. 그러나 기존의 연구들은 기술수용 모형과 문헌연구를 기반으로 요인을 추출하고 있어 고객의 직접적인 요구를 반영하는 데 한계가 있다. 본 연구는 모바일 쇼핑 앱 사용자들의 직접적인 요구사항을 도출하기 위하여 사용자 리뷰 토픽분석을 시행하여 고객만족도에 영향을 미치는 구체적이고 다양한 요인들을 도출하였다. 그리고 미국 고객만족도 지표 모형을 참조한 구조방정식 연구모형을 수립하여 도출된 요인들이 고객만족도에 미치는 중요도를 평가하고 고객만족도가 고객 불평과 고객충성도에 주는 영향을 실증 분석하였다. 본 연구에서 제안한 토픽분석과 구조방정식을 연계한 연구 프레임워크는 다른 모바일 서비스의 고객만족도 연구에도 적용될 수 있을 것으로 기대된다.

• 동아시아식생활학회지
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• 제17권5호
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• pp.727-737
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• 2007

The aims of this study was to suggest a new efficiency measurement indicator for evaluating the management efficiency of decision making units(DMUs) in the contract foodservice industry. The data envelopment analysis(DEA) model which considers multiple inputs and outputs and looking for benchmarks, was used to compare the productivity of DMUs. We considered sales, profits, and customer satisfaction as output variables and it adopted food cost, labor cost and administrative expense as input variables. The results of applying DEA revealed relatively efficient types of business and service types. The efficiency of school units was highest and the mired service type was the most efficient one. In this study the CCR model efficiency was analysed with profit and the customer satisfaction index by the matrix method. DEA efficiency was correlated with profit but there was no correlation between DEA efficiency and the customer satisfaction index.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.38-45
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• 2006

To be competitive, long-range planning and customer satisfaction must be integrated into the company's strategic management objectives. In order to deal with this challenge, an organization must develop an effective marketing policy. It should take into consideration the needs and demands of customers and business strategy. Many companies want to develop a strategic planning framework for policy marketing. And they think that an effective marketing policy must be based on the principles of quality attributes and customer orientation. This paper proposes an integrated approach Kano Analysis, quality function deployment, Potential Customer Satisfaction Index to choose strategic marketing.

• 품질경영학회지
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• 제39권1호
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• pp.57-70
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• 2011

The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.