• Title/Summary/Keyword: customer support center

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The Study on the Satisfaction Factors of the Support Projects for the Adjacent Residents to Multipurpose Dams (다목적 댐주변지역지원사업 고객만족에 미치는 영향 요인 연구)

  • Kim, Shang Moon;Lee, Byungchul
    • Journal of Korea Water Resources Association
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    • v.46 no.4
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    • pp.335-343
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    • 2013
  • Multi-purpose dams are regarded to contribute to the Korean society not only positive affects but also negative ones. Especially, negative considerations are usually prevailed around multi-purpose dam sites and their vicinities even though the Government adopted "act on dam construction and assistance, etc. to neighborhood area" in 1989 and has supported many various projects since 1990. Nevertheless, many arguments and controversies about effects of multi-purpose dams and support projects to vicinities" have happened so frequently and sometimes brought a suit against government. These situations imply that support projects are not so sufficient to fulfil peoples' expectations. Therefore, this research figured out the key factors that affected residents' satisfaction about multi-purpose dams and support projects. The results of the research are as follows: 1) 'social necessity of dams', 'rationality of the process in supporting project' and 'appropriateness of supporting project', were statistically significant to 'customer satisfaction'; 2) among these factors, 'rationality of the process in supporting project' was the most related to 'customer satisfaction': 3) 'appropriateness of supporting project', 'social necessity of dams' were also revealed as second third factors that relate to the satisfaction.

Impact of the Customer Orientation and Job Satisfaction as a Result of the Consultant's Emotional Exhaustion at the Call Center (콜센터 상담원의 감정소진이 고객지향성 및 직무만족에 미치는 영향)

  • Cho, Sang-Eun;Yang, Hae-Sool
    • The Journal of the Korea Contents Association
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    • v.10 no.6
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    • pp.386-403
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    • 2010
  • This research studied the impact of the customer orientation and job satisfaction by lowering the desire of the kind for customers and the desire for fulfillment as a result of emotional exhaustion of the consultant who performs emotion labor at the call center. This research sets study model and hypothesis to verify that call center consultant's emotional exhaustion how to effect customer orientation and job satisfaction. We took questionnaires from 157 call center(financial institutes) consultant's in Seoul for the verification of the hypothesis. I show that the consultant's emotional exhaustion had negatively affected the customer orientation and job satisfaction. In this paper proposed the importance that the experience of the consultant's emotional exhaustion who is the main agent of the performance should be minimized by removing ad improving the factors to lower emotion exhaustion through lowering time pressure in the work performance reduce the consultant's emotional exhaustion, granting work autonomy and authority, and active support of relevant departments and the ongoing communication between the managers and consultant This study makes a significant meaning in that it proposed the consultant's emotional exhaustion was negative factor on the customer orientation and job satisfaction factor in operating call center worker.

A Dynamic Resource Allocation on Service Quality of Internet Shopping-mall (인터넷 쇼핑몰의 서비스 품질에 대한 동태적 자원배분 의사결정)

  • Kwak, Soo-Il;Choi, Kang-Hwa;Kim, Soo-Wook
    • Journal of Korean Society for Quality Management
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    • v.33 no.4
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    • pp.21-41
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    • 2005
  • This study analyzes the Internet utilization pattern of customer by comprehensively investigating the previous studies on the behavior pattern of customer in terms of Internet business. Based on the analysis, this study develops research framework that supports strategic decision-making for resource allocation in Internet business. Such research framework would be helpful for providing the typology of Internet business model that can be specialized by each industry. As a result of the simulation analysis, it was found that the optimal resource allocation portfolio providing maximum profits to the Internet bookstore involves large-scale investment on delivery service and customer support service which are the key factors for post-purchase customer satisfaction, regardless of the growth pattern or size of Internet bookstore market. Consequently, from the above analysis, the investment ratio of resources for the profit maximization of Internet bookstore was drawn. Conclusively, based on the comprehensive examination of the results, this study provided a framework for dynamic resource allocation decision-making, and proposed a management strategy which allows consumers to shop under more favorable environment, and simultaneously enables the Internet bookstore to accomplish management objectives such as continuous growth and profit maximization.

The Study on the Effects of Organizational Support and Leader-Member Exchange on Organization Members' Committment and Citizenship (조직적 지원 및 리더-부하관계의 질이 조직전념도와 조직시민행동에 미치는 영향에 관한 연구)

  • Cha, Dae-Kyu;Kim, Woo-Taek;Kim, Tae-Hoon
    • Korean Business Review
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    • v.13
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    • pp.1-30
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    • 2000
  • The corporate make an effort to improve organizational committment and the degree of employees' satisfaction(internal customer satisfaction). And If it's possible, it enhance competitive advantage of organization for external customer satisfaction. But in fact, the external customer satisfaction and competitive power is made by the complex function between leader support and organizational support in organization. Those hypotheses has been supported by the study of many scholars. Nevertheless the reliability in the results is not to be enough for certain conclusion. Therefore this study investigated the influence of organizational support and leader support(as a independent variable) on commitment(as a mediating variable) and citizenship(as a dependent variable). The result indicated that employees who perceive a high degree of organization and leader support show a high committment to organization in affection and positive OCB. Also the result showed that high committment to organization in affection enhance the relation between organizational support, leader's support and OCB(organization citizenship behavior) Implications for managers in organizations are suggested.

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Development of the Performance Measurement Model of Electronic Medical Record System - Focused on Balanced Score Card - (균형성과표를 활용한 전자의무기록시스템의 성과측정 모형개발)

  • Lee, Kyung Hee;Kim, Young Hoon;Boo, Yoo Kyung
    • Korea Journal of Hospital Management
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    • v.21 no.4
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    • pp.1-12
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    • 2016
  • The purpose of this study are suggest to performance measurement model of Electronic Medical Record(EMR) and Key Performance Index(KPI). For data collection, 665 questionnaires were distributed to medical record administrators and insurance reviewers at 31 hospitals, and 580 questionnaires were collected(collection rate: 87.2%). Regarding methodology, Critical Success Factor(CSF) and index of the information system were derived based on previous studies, and these were set as performance measurement factors of EMR system. The performance measurement factors were constructed by perspective using BSC, and analysis on causal relationship between factors was conducted. A model of causal relationship was established, and performance measurement model of EMR system was proposed through model validation. Analysis on causal relationship between performance management factors revealed that utility cognition of the learning & growth perspective factor had causal relationship with job efficiency(${\beta}=0.20$) and decision support(${\beta}=0.66$) of the internal process perspective factors, and security had causal relationship with system satisfaction(${\beta}=0.31$) of the customer perspective factor. System quality had causal relationship with job efficiency(${\beta}=0.66$) and decision support(${\beta}=0.76$) of the internal process perspective factors, all of which were statistically significant(P<0.01). Job efficiency of the internal process perspective had causal relationship with system satisfaction(${\beta}=0.43$), and decision support had causal relationship with decision support satisfaction(${\beta}=0.91$) and job satisfaction (${\beta}=0.74$), all of which were statistically significant(P<0.01). System satisfaction of the customer perspective had causal relationship with job satisfaction(${\beta}=0.12$), job satisfaction had causal relationship with cost reduction(${\beta}=0.53$) of the financial perspective, and decision support satisfaction had causal relationship with productivity improvement(${\beta}=0.40$)of the financial perspective(P<0.01). Also, cost reduction of the financial perspective had causal relationship with productivity improvement(${\beta}=0.37$), all which were statistically significant(P<0.05). Suitability index verification of the performance measurement model whose causal relationship was found to be statistically significant revealed that $X^2/df=2.875$, RMR=0.036, GFI=0.831, AGFI=0.810, CFI=0.887, NFI=0.838, IFI=0.888, RMSEA=0.057, PNFI=0.781, and PCFI=0.827, all of which were in suitable levels. In conclusion, the performance measurement indices of EMR system include utility cognition, security, and system quality of the learning & growth perspective, decision support and job efficiency of the internal process perspective, system satisfaction, decision support satisfaction, and job satisfaction of the customer perspective, and productivity improvement and cost reduction of the financial perspective. In this study, it is expected that the performance measurement indices and model of EMR system which are suggested by the author, will be a measurement tool available for system performance measurement of EMR system in medical institutions.

Development of BSC Model of Center for Teaching and Learning (교수학습지원센터의 BSC 모형 개발)

  • Kim, Yongjun;Kim, Soyun;Cho, Changhee
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.42 no.4
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    • pp.135-144
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    • 2019
  • In this study, BSC model of center for teaching and learning was developed using balanced scorecard suitable for non-profit organization. Firstly, relevant literature surveys and evaluation indicators of various CTL and institution with similar characteristics were examined. Next, a draft BSC model was designed through interviews of specialists. Lastly, the BSC model was proposed by verifying the content validity of the evaluation model by conducting two Delphi surveys. The BSC model of CTL has 4 perspectives: resource, customer, internal process, learning and growth, 9 critical success factors: 2 factors in resource, customer and learning and growth perspectives, 3 factors in internal process perspective, and 23 key performance Indicators: 4 indicators in resource and learning and growth, 7 indicators in customer perspective, 8 indicators in internal process perspective. The implications of this study through the results were as follows: firstly, the proposed BSC model showed an evaluation model suitable for a non-profit organization. Second, the BSC model was linked to the organization's mission and vision. Third, it could contribute to the long-term development of CTL. Lastly, if it could be applied to management, and evaluated, it is expected to play a role of providing basic data for the budget support and spread of the university.

A Study on the Effect of Call Center Employee's Job Satisfaction on Productivity : An Empirical Study Through Cases at Mobile Telecommunication Company (콜 센터 상담사의 직무만족이 생산성에 미치는 영향 : 이동통신사의 사례를 통한 실증 연구)

  • Kan, Ho-Doo;Lee, Jung-Hoon;Kim, Dong-Ho
    • The Journal of Society for e-Business Studies
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    • v.15 no.2
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    • pp.107-135
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    • 2010
  • Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

A Study on Effectiveness Enhancement of Organization thru Service Quality of Service Desk (Service Desk의 서비스 품질이 조직의 업무 효율성 증대에 미치는 영향에 관한 연구)

  • Kim, Dong-Chul;Gim, Gwang-Yong;Rim, Seong-Taek
    • Journal of Information Technology Services
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    • v.8 no.4
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    • pp.17-40
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    • 2009
  • This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.

Extending SQL for Moving Objects Databases

  • Nam, Kwang-Woo;Lee, Jai-Ho;Kim, Min-Soo
    • Proceedings of the KSRS Conference
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    • 2002.10a
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    • pp.138-143
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    • 2002
  • This paper describes a framework for extending GIS databases to support moving object data type and query language. The rapid progress of wireless communications, positioning systems, and mobile computing devices have led location-aware applications to be essential components for commercial and industrial systems. Location-aware applications require GIS databases system to represent moving objects and to support querying on the motion properties of objects. For example, fleet management applications may require storage of information about moving vehicles. Also, advanced CRM(Customer Relationship Management) applications may require to store and query the trajectories of mobile phone users. In this trend, maintaining consistent information about the location of continuously moving objects and processing motion-specific queries is challenging problem. We formally define a data model and query language for mobile objects that includes complex evolving spatial structure, and propose core algebra to process the moving object query language. Main profit of proposed moving objects query language and algebra is that proposed model can be constructed on the top of GIS databases.

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A Effects of IT Process and the organizational characteristics on the CRM Performance (정보기술 프로세스와 조직특성이 CRM 성과에 미치는 영향)

  • Kwon, Young-sik;Lee, Min-kweon
    • Journal of Distribution Science
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    • v.5 no.2
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    • pp.35-53
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    • 2007
  • Customer relationship management(CRM) is perceived to be failing, and there is an urgent need for some practical ways to address this issue. The research presented in this article demonstrates that the implementation of CRM activities delivers greater profits. The author examine the key drivers and information technology process in implementing CRM using data collected from a diverse sample of firms. The results show that IT processes and top manager's commitment of CRM play a vital role in enchancing an organization's customer relationship performance. The study provides insights into why the use of customer orientation might not always deliver the expected customer relationship performance outcome.

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