• Journal of Service Research and Studies
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• v.11 no.4
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• pp.56-66
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• 2021

Customer engagement refers to the physical and emotional connection between customers and brands. If the customer's degree of engagement is high, they purchase more, promote more, and show more loyalty. This study suggests the following implications, starting from the assumption that engagement with various service activities in universities can increase loyalty to departments and Universities. In university services, customer engagement plays a important role in strengthening college loyalty after college students are satisfied with university. Although it has an effect on university satisfaction, it can play a big role in increasing the loyalty of marketing goals at a higher level after satisfaction. Among the central factors of university service engagement, it was found that students could increase their department and university loyalty through capacity building and job-related activities for future employment, and among the surrounding factors, friendship activities were a very important factor in department or school loyalty. It can be said that it is of paramount importance to establish a system that can strengthen loyalty through various programs that can build friendships with students. Further research did not verify the moderating effect of service engagement among student groups, but the high-credit group was found to have a very high degree of engagement not only in the central cues but also in the peripheral cues, which is thought to reverse the common sense that high-credit students will be relatively less immersed in the peripheral elements.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.2 no.4
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• pp.495-509
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• 1998

Telecommunication network has been constructed and developed to provide voice. data, and simple image communication service in accordance with the demand increase and the various service tendency according to the growth of social economy It is expected that various multimedia services are transmitted and received through a telecommunication media. First of all, for the sake of realization of these schemes in house, it is essential to make the customer premises networks to be higher level. Especially, the demand increment of customer services and the improvement of technology would be expected to be a result of a main-stream strategic industry. This paper briefly describes investigation results concerning technical development and standardization trends of advanced nation, and introduce technical development and standardization plan which the Government is presently carrying out. We also proposes the schedule of technical development and standardization plan related to international standard.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.32 no.4
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• pp.135-159
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• 2021

This study aims to analyze communication and experiences between public libraries and to identify these factors affect user satisfaction. Customer experience management (CEM), which is currently used in various fields of management and marketing, was applied to segment and analyze user experiences. After reviewing CEM research in marketing and management to derive user experience points, set physical environment, human factors, communication, and service as independent variables, emotional pleasure as parameters, and user satisfaction as dependent variables. Based on this, questionnaire items were constructed. The survey method was conducted in two ways, online and offline (face-to-face), and statistical analysis was performed based on a total of 60 questionnaires collected. The results indicate the higher the user's experience with the physical environment and convenience, the higher the satisfaction level, but library accessibility had no significant effect. In addition, library staff attitude and problem-solving ability had a great influence on user satisfaction, and problem-solving ability had a more important influence than kindness and emotional pleasure was found to have an mediating effect.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.56-64
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• 2020

Service quality research is being conducted actively to improve customer satisfaction in various fields, but no research has been done on the service quality of small arms in the national defense. To enhance the user satisfaction and quality of small arms, this study aimed to derive the main quality attributes, measure the current level of satisfaction, and explore the elements requiring improvement. For this, a questionnaire survey based on the Kano model and SERVQUAL model was conducted on the identified service quality factors through discussions of experts involved in the production, quality assurance, and operation. All service quality factors were classified as one-dimensional elements, and an analysis of the Kano-SERVQUAL integrated approach showed that the user's expectation and dissatisfaction coefficient had a strong positive correlation with a 1% significance level, and user's perception value and satisfaction coefficient had a negative correlation with the 1% significance level. Using the Kano-SERVQUAL integrated approach, the priority service quality attributes for small arms requiring improvement among the many areas of service quality could be identified. Overall, it is expected that service-quality-level measurements can be used to improve the quality level of munitions as well as user satisfaction.

• The Korean Journal of Applied Statistics
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• v.23 no.6
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• pp.1035-1045
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• 2010

Products and/or services should be objectively verified in terms of the technological and use-conditional considerations before entering a market. Every organization or company tries to find the better procedure and method for checking the core needs of customers based on their experience in the market and looks for continuous ways to evaluate the power of products and services(PoP). They also prefer the overall evaluation of indices that could reflect various customer needs, rather than a separate evaluation index for each characteristic of the product or service. S. Ko (2008) proposes a Multi-characteristics Sigma Level(MSL) that can simultaneously evaluate many characteristics of a product or service. In this research, using MSL and a new Blue Ocean Index(BOI), an application of NPS, mobile phone field test is considered from a practical and statistical point of view.

• Korea Journal of Hospital Management
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• v.22 no.1
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• pp.40-50
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• 2017

The purpose of this study is to develop the KPIs(Key Performance Indices) needed to improve management and strategy in the dental clinic based on the four perspectives of BSC(Balanced Scorecard). The questionnaire was conducted on 52 dentists approved by Dental Managment Research Committee in Seoul National University as a panel. Using the Delphi technique, the top five KPIs for each point of perspective in BSC were extracted from KPI pools. In the third survey, the top five KPIs of all points were compared with each other through AHP(Analytic Hierarchy Process) method, and priority and overall importance rankings were calculated. The biggest difference in the three level AHP results was the customer perspective took priority to others. In the second survey, the financial perspective, which was number one, was pushed back. The overall significance of KPIs was in the order of customer, internal process, finance, learning and growth perspective, with the exception of medical profits (5th of 20) and new patient growth (10th of 20). We were able to overcome the limitations of the Delphi Technique with the AHP method. In general, the financial perspective in BSC is known to be the most important, but we conclude that the customer perspective is more important through the pairwise comparison survey. In the current dental service market, which is a long-term recession, excessive competition, customer satisfaction and customer relationship management seem to be the first goal to pursue in dental clinic.

• Journal of Korean Society for Quality Management
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• v.48 no.1
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• pp.125-147
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• 2020

Purpose: This study would measure the users'perceived overall quality level of A automobile Company, which has leading market power in the domestic automobile market and analyze the causal relationships in the quality value process Model to quality capability, customer value and loyalty based on that. Especially, this study would analyze the relative impacts of the users'perceived risks appearing in the quality value process model of the formation of Quality Factors(QF), Customer Value(CV), and Customer Loyalty(CL) and analyze the moderating effect of the causal relationships among the components. Methods: For an analysis of causal relationships connected to QF, CV, and CL of the customers who purchased Auto manufacturer A's automobile users, 179 users who used within 3 years were utilized as samples for the analysis. As for QF, based on the Garvin(1988), the QF of automobiles were redesigned. For a structural equation analysis of the entire research model, the PLS(S(Partial Least Square) model was utilized. Results: As a result of an analysis, R2 of CV and CL was 0.652 for CV and 0.664 for CL, which was a very stable Goodness of fit. As a result of an analysis of the hypotheses of QF and CV, automobile performance, conformance, aesthetics, serviceability, and durability. In addition, it turned out that the perceived risk had a moderating effect on convenience, service availability, and perceived quality. Conclusion: This study found that the perceived quality risk appearing among automobile users had negative effects on the quality value process model to QF, CV and CL. In contrast, there were factors not affecting the users'quality value process in spite of the perceived risk. These factors can suggest important managerial implications in that they can be utilized as Auto manufacturer A's market-dominant strengths.

• Journal of Distribution Science
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• v.20 no.1
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• pp.1-11
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• 2022

Purpose: Increasing advancements in the technology industry are forcing people to become more accustomed to digital financial transaction activities. The need for fast and secure payment mechanisms has birthing new idea to digital financial transaction services. Along with increasing access to technology in digital payments, new service is developed in the form of digital wallets as the successor for electronic money. Research design, data and methodology: This research aims to find out whether using QR code as digital payment tool can build customer loyalty in consumers, especially to measure the factors of satisfaction, trust and commitment of customers to do payments with QR Codes. The QR code in this study is refer to the Quick Response Code Indonesian Standard (QRIS) which was officially implemented by Bank Indonesia starting on January 1, 2020 as a means of payment for digital transactions nationally. The research method uses a quantitative approach by way of surveying questionnaires using Likert scale of 100 samples. Results: The hypothesis analysis proved that the variables of satisfaction, trust and commitment together have positive and significant influences on customer loyalty. Conclusion: This research found that there are high interest in Millennials to do transaction using QRIS because it is deemed to be more easy, quick and safe. If a customer achieves a level of loyalty in the usage of digital transaction using QRIS then cashless society lifestyle can be considered successful and can be used in the future.

• Journal of Nutrition and Health
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• v.53 no.6
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• pp.688-701
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• 2020

Purpose: This study was performed to evaluate the importance and satisfaction of the selective attributes of delivery food and to analyze the factors affecting customer satisfaction. Methods: A total of 574 responses were collected from customers who had ordered delivery food for data analysis. Statistical analyses were conducted using the SPSS program (ver. 25.0) for frequency analysis, χ2 tests, t-test, factor analysis, Pearson correlation, multiple regression analysis, and Importance-Performance Analysis (IPA). Results: The importance of delivery food selection attributes was higher in the order of 'hygiene control level (4.72)', 'taste of food (4.64)', and 'delivery accuracy (4.40)'. Satisfaction assessment was higher in the order of 'taste of food (4.32)', 'delivery accuracy (4.26)', and 'convenience of using the delivery app (4.21)'. According to the results of IPA, items that were priorities for improvement were charges for delivery, discount offers, sufficient description of the menu, and rapid handling of customer complaints. On an average, overall customer satisfaction score of delivery food was 4.01 out of 5 points. Additionally, five satisfaction factors were extracted by exploratory factor analysis. According to the results of multiple regression analysis, quality of delivery platform (p < 0.001), quality of delivery service (p < 0.001), convenience and diversity (p < 0.001), quality of delivery food (p < 0.001), and health and safety (p < 0.001) had significant positive effects on overall customer satisfaction. Conclusion: To increase customer satisfaction among delivery food customers, restaurant or delivery platform managers should consistently improve not only the quality of the delivery platform but also the quality of the delivery food and service.

• Journal of Fashion Business
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• v.1 no.3
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• pp.71-81
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• 1997

The purpose of the study was to identify customer patronage motives of female aged 20 to 29 for fashion specialty stores and purchasing behavior and make comparison of patronage motives and purchasing behavior according to patronage groups as determined by level of patronizing fashion specialty stores. The subjects were females aged 20 to 29, owned at least one fashion speciality store charge card, and resided in Seoul. A questionnaire was developed by the researcher and distributed to 450 females. A sample of 409 females responded to the questionnaire. Frequency count and percentage, factor analysis, Analysis of Variance (ANOVA) and Tukey's test were used for statistical analysis. The respondents were classified into three groups (high, middle, low patronage groups) according to the level of patronizing fashion specialty stores. In patronage motives, the high patronage group rated store attributes, service and merchandise assortment important. The middle patronage group considered merchandise assortment and convenience of shopping and payment important. The low patronage group regarded service important. In buying behavior, the high patronage group showed a strong orientation of planned purchase and impulse buying by merchandise. The middle patronage group had significantly a strong orientation of impulse buying by sales promotion. The low patronage group showed a strong orientation of planned purchase.