• Journal of Korean Society for Quality Management
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• v.26 no.1
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• pp.1-10
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• 1998

Su, pp.ier quality plays a major role in the evaluation of su, pp.iers, making it very necessary to develop a proper quality measure useful in selecting su, pp.iers that is able to meet quality specification of the customer. In this paper, we present a measure of the overall quality performance which is a weighted geometric mean of the process capability indices of the quality characteristics of a su, pp.ier. This measure can be used both as a measure of su, pp.ier selection for the customer and as a measure for the self-analysis of the quality performance for the su, pp.ier.

• The International Journal of Costume Culture
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• v.3 no.3
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• pp.193-200
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• 2000

Recently Korean firms are increasingly interested in Internet business while the number of Internet users reaches more than 10 million in Korea. As e-commerce develops rapidly, customer-oriented marketing for online business becomes very important. The issue of how to achieve customer satisfaction in Internet business and how to plan a marketing strategy for online business faced managers of Internet business. Customer-satisfaction is much more important for Internet businesses than for traditional offline 'brick and mortars'. Marketing activities need to be carried out on customer-orientation to achieve high level of customer satisfaction. This paper will discuss how to develop customer-oriented marketing for online business. It will specifically study the characteristics and success factors of Internet business, differences between online marketing and traditional marketing, selection of target market, and online marketing-mix strategy for e-business in view of customer-orientation. Finally it will suggest a future direction for online fashion business by applying the customer-oriented marketing of Internet business to the fashion business.

• Knowledge Management Research
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• v.21 no.3
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• pp.249-269
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• 2020

Recently, as the online market has matured, it is facing many problems to prevent the growth. The most common problem is the homogenization of online products, which fails to increase the number of customers any more. Moreover, although the portion of the online market has increased significantly, it now becomes essential to expand offline for further development. In response, many online firms have recently sought to expand their businesses and marketing channels by securing offline spaces that can complement the limitations of online platforms, on top of their existing advantages of online channels. Based on their competitive advantage in terms of analyzing large volumes of customer data utilizing information technologies (e.g., big data and artificial intelligence), they are reinforcing their offline influence as well through this online for offline (O4O) business model. On the other hand, most of the existing research has primarily focused on online to offline (O2O) business model, and there is still a lack of research on O4O business models, which have been actively attempted in various industrial fields in recent years. Since a few of O4O-related studies have been conducted only in an experience marketing setting following a case study method, it is critical to conduct an empirical study on O4O selection attributes and their impact on customer satisfaction and loyalty. Therefore, focusing on China's representative O4O business model, 'Fresh Hema,' this study attempts to identify some key selection attributes specialized for O4O services from the customers' viewpoint and examine the impact of these attributes on customer satisfaction and loyalty. The results of the structural equation modeling (SEM) with 300 O4O (Fresh Hema) experienced customers, reveal that, out of seven O4O selection attributes, four (mobile app quality, mobile payment, product quality, and store facilities) have an impact on customer satisfaction, which also leads to customer loyalty (reuse intention, recommendation intention, and brand attachment). This study would help managers in an O4O area well adapt to rapidly changing customer needs and provide them with some guidelines for enhancing both customer satisfaction and loyalty by allocating more resources to more significant selection attributes, rather than less significant ones.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.18 no.3
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• pp.81-95
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• 2023

In this study, the effect of platform selection attributes on customer satisfaction by mediating supplier trust for agrifood platform users was analyzed. The sub-variables of the selection attribute were classified into diversity, convenience, information, commerciality, and interactivity. The collected 190 questionnaires, SPSS v24.0 and Process macro 4.0 were used for empirical analysis. As a result of the analysis, first, it was found that information, commerciality, and interactivity affect supplier trust in a positive direction, and diversity and convenience do not affect supplier trust. Second, it was confirmed that supplier trust had a significant positive effect on customer satisfaction. Third, convenience, information, commerciality, and interactivity were found to affect customer satisfaction in a positive direction, and diversity did not affect customer satisfaction. It was tested to mediate between informational, commercial, interactivity and customer satisfaction. These results suggest that the platform's informativeness, commerciality, and interactivity can increase customer satisfaction by increasing supplier trust. As a follow-up study, it is recommended that the analysis of moderated mediating effects by the conditional process model including moderating variables or research to discover third mediator(s) other than the supplier trust used in the study is needed.

• Journal of Distribution Science
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• v.16 no.3
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• pp.69-77
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• 2018

Purpose - As more low cost carriers are introduced, the competition between the low cost carriers to become the nation's leading low cost carrier is also being intensified. The purpose of this study is to select various choice attributes for low cost carrier and figure out important factors that customers take into account for low cost carrier selection. The study also involves in establishing the relationship between perceived value, customer satisfaction, and customer behavior Intention, in an effort to identify choice attributes that are important to customers' low cost carrier. Research design, data, and methodology - To examine these research models, samples were collected from 247 peoples who visited In-Cheon international Airport during June, 2017. Results - The results of the study showed that, 'reservation service', 'airport service', 'in-flight service', and 'price' services have a significant effect on the perceived value of the choice attributes. While 'reservation service', 'airport service', 'in-flight service', and 'flight operation service' have a significant effect on the customer satisfaction of the choice attributes, perceived value has a significant effect on customer satisfaction. Perceived value has a significant effect on customer behavior intention. Finally, customer satisfaction has a significant effect on customer behavior intention. Conclusions - Flight operation service has no significant effect on perceived value of the choice attributes of low cost carriers, which indicates that the low cost carriers have not yet been well-established in the flight operation service sector. It seems likely that low cost carrier will be able to gain a competitive advantage over other companies if they expand their routes and improve the convenience of flight connections. In addition, the results show that the price service does not have a significant effect on customer satisfaction of the choice attributes of low cost carriers. From this, we may assume that the airline ticket prices of low cost carriers are already low, and the price cannot be a deciding factor in the competitive advantage of low cost carriers. To achieve higher customer satisfaction of the choice attributes, companies should strengthen the competitiveness of 'reservation service', 'airport service', 'in-flight service', and 'flight operation service'.

• Journal of Distribution Science
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• v.13 no.5
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• pp.103-111
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• 2015

Purpose - When it comes to first impressions of family restaurants, people basically think of the following factors: cozy, a refreshing space, indoor lighting, atmospheric music, the best-quality service through mutual interactions with employees, birthday events, follow-up customer management, brand image, and many others. Focusing on such family restaurants characteristics, with consumption experience and customer satisfaction determined as mediator variables, this study looks into the selection factors that affect customer loyalty when choosing a family restaurant. Subsequently, the study conducts an empirical analysis of these selection factors with the greatest influence. Research design, data, and methodology - This study analyzed 200 total surveys of family restaurant customers including college students, workers, housewives, and others. The survey was conducted over two weeks in May 2014. For statistical processing, SPSS 21 was used for factor analysis and reliability analysis as well as AMOS for structural equation analysis. In terms of a variable that would influence either consumption experience or customer satisfaction at the restaurants, the study introduced the concept of customer equity. The study designed a model based on a hypothesis developed using the following factors: customer encounter service value, customer convenience value, brand equity, relationship equity, and other factors defined as components of customer equity by Rust et al. (2000) determined as independent variables as well as with customer experience and customer satisfaction set as mediator variables. The hypothesis, after all, assumed that customer loyalty would be positively (+) influenced. Results - The analysis results from the study reported that brand value, customer encounter service value, and relationship value have positive (+) effects on consumption experience and customer satisfaction. However, as for customer convenience value, this turned out not to have a statistically significant influence on consumption experience and customer satisfaction. In regard to a relation between consumption experience and customer satisfaction, the results showed that the former affects the latter, and in terms of intervening variables, both of these appeared to have a positive (+) effect on customer loyalty. Conclusions - This study suggests that family restaurants should look for strategies that focus on how to promote customer relationships. For example, restaurants could try birthday events or discount events to achieve this goal. Since the study ended up realizing relatively low levels of suitability and statistical significance, the path of the study changed. After all, in order to increase suitability and statistical significance, the study had to eliminate factors such as service quality and others and for this reason the study was unable to conduct the analysis as initially planned. In addition, the data samples of the research were mainly gathered from students, which made it hard to say that the analysis was carried out on samples from every different group. Future research should analyze the characteristics of each group of customers for factors affecting customer satisfaction and customer loyalty in the family restaurant chain.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.3
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• pp.191-199
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• 2020

This study aims to investigate what selection attributes of customer value are more crucial when consumers choose the dessert at convenience store, which is the fastest growing retail format in Korea recently. Factors considered to be important when customers buy dessert, such as economics, diversity, convenience, and safety were examined and also relationship between customer value and satisfaction was analyzed. The survey was conducted through online (including SNS) from April 6, 2019 to April 30, 2019. A total of 303 questionnaires were used for empirical analysis. Factor analysis was performed to verify the validity and reliability of the measured variables. And the structural equation model (SEM) was used as a statistical method for hypothesis testing. As a result, factors as 'diversity', 'safety' were revealed to significantly affect hedonic customer value, while 'convenience' was shown to affect utilitarian customer value significantly. In addition, the path that customer value leads to satisfaction was also found to be significant. The result of the study suggests that selection attributes of convenience store dessert and providing meaningful implications of related hedonic and utilitarian values when customers purchase dessert at convenience store. This study provided practical implications for managers of the fiercely competitive dessert industry.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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• pp.217-231
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• 2019

The purpose of this study is to analyze the factors influencing consumers' selection of web-toon service through AHP (Analytic Hierarchy Process) analysis and to provide the strategy of web-toon service. To accomplish this study, theories, existing research and references related to AHP were sufficiently examined and selected the factors in the selection criteria. Surveys from consumers who used the web-toon service were conducted with selected factors. Through this, the results were analyzed by AHP analysis to find out the weighting values and the differences were examined and analyzed. The highest weighting factor in the first layer that consists of web-toon service was cinematic quality. The cinematic quality was the most important factor in the selection criteria of customers who use the web-toon service regardless of their preferred genre. Furthermore, it was confirmed that the weighting value or ranking changed in the second layer by genre. In this study, the effective basis of strategy were suggested by ranking the quantitative selection factors according to the preferred genre of consumers using web-toon services. In addition, This research provides some practical implications. That is, the web-toon service provider can easily recognize and respond to the customer's requirements, which factors are important when the customer selects a specific genre from the web-toon genre.

• East Asian Journal of Business Economics (EAJBE)
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• v.10 no.2
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• pp.55-69
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• 2022

Purpose - This study is a study to investigate the problem of the selection of means of transportation in international logistics by studying the basics of logistics activities, selection factors of transportation methods, and multimodal transportation. Research design, data, methodology - This study is composed of 5 chapters through literature study. Chapter 1 describes the functions and transportation system of international logistics, Chapter 2 selects transportation, Chapter 3 deals with maritime transportation and multimodal transportation, Chapter 4 describes multimodal transportation in terms of customer service, Chapter 5 addresses the implications and conclusions. Results - When looking at the problem of selecting a means of transportation, it is important that the parties involved in the transportation choose which means of transportation for their convenience and profit during the transportation process. Here, there will be factors to consider, including transportation cost, when selecting a means of transportation, and each means of transportation may have characteristics or advantages and disadvantages. Considering all these points, the adoption of multimodal transportation from a customer service point of view may be the answer. Conclusions - This study pays attention to the academic understanding related to the selection of means of transportation and to how usefully this thesis can be used in the selection of transportation related persons, especially shippers, from a practical level.

• Journal of Intelligence and Information Systems
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• v.29 no.4
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• pp.325-345
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• 2023

In the rapidly evolving domain of e-commerce, our study presents a cohesive approach to enhance customer satisfaction prediction from online reviews, aligning methodological innovation with practical insights. We integrate the RFE-SHAP feature selection with LDA topic modeling to streamline predictive analytics in e-commerce. This integration facilitates the identification of key features-specifically, narrowing down from an initial set of 28 to an optimal subset of 14 features for the Random Forest algorithm. Our approach strategically mitigates the common issue of overfitting in models with an excess of features, leading to an improved accuracy rate of 84% in our Random Forest model. Central to our analysis is the understanding that certain aspects in review content, such as quality, fit, and durability, play a pivotal role in influencing customer satisfaction, especially in the clothing sector. We delve into explaining how each of these selected features impacts customer satisfaction, providing a comprehensive view of the elements most appreciated by customers. Our research makes significant contributions in two key areas. First, it enhances predictive modeling within the realm of e-commerce analytics by introducing a streamlined, feature-centric approach. This refinement in methodology not only bolsters the accuracy of customer satisfaction predictions but also sets a new standard for handling feature selection in predictive models. Second, the study provides actionable insights for e-commerce platforms, especially those in the clothing sector. By highlighting which aspects of customer reviews-like quality, fit, and durability-most influence satisfaction, we offer a strategic direction for businesses to tailor their products and services.