• Journal of Distribution Science
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• v.10 no.11
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• pp.79-88
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• 2012

Purpose - The objective of this paper is to suggest that a company's CRM activities have an effect on customer loyalty in the Korean retail industry. Typically, Korean customers use large local marts with convenience in the absence of any other choice. Therefore, this study aims to shed light on the fact that customers do not break away from their preferred retail stores, either owing to their stringent loyalty (the lie loyalty) or difficulty in turning to alternative choices. Research design, data, methodology - By surveying a sample of 200 hyper-markets through a questionnaire, and excluding dubious and missing responses, I obtained 181 samples to be included in the empirical analysis. The survey was conducted for two weeks during October 2011. AMOS and SPSS18 statistical packages were used for conducting statistical analysis for this study. This paper was developed using the concept of customer equity on CRM, which is known to have a positive impact on customer loyalty through the satisfaction and switching-barrier parameters. The hypothesis of this paper is that customer equity is composed of relationship equity, value equity and brand equity, and that the relationship equity variable has positive effects on the value equity and brand equity amongst other types of customer equity. Moreover, customer equity influences customer loyalty through parameters including customer satisfaction and switching costs in the Korean retail industry. Results - According to the results of the analysis, it was confirmed that relationship value had a positive effect (+) on all variables, including the perceived QoS (Quality of Service), store brand images, economic value, and store convenience. It was also confirmed that the assumption that the perceived QoS (Quality of Service), economic value, and store convenience had a positive effect on customer satisfaction was shown to be statistically significant, with a p-value below 0.05. Only the store brand value variable had an effect on the switching-cost variable with respect to the causal sequence of the variables, including the perceived QoS, store brand value, economic value, and store convenience. The remaining variables did not seem to influence the switching-cost variable. On the other hand, another effect showed that customer satisfaction had a statistically significant influence on the switching-costs variable. Moreover, the customer satisfaction and switching-cost variables also had a statistical influence on customer loyalty. Conclusions - The CRM activities had an influence on various variables (including perceived QoS, perceived economic value, store brand value, and store convenience) pertaining to customer values. Customer satisfaction and switching-cost had some effects on customer loyalty as a parameter. This confirms that stringent loyalty exists with respect to customer loyalty in the retail industry. The fact that the variable had such a statistically significant influence on the switching-cost and store brand equity variables means that consumers react to the reputation of a brand, confidence about the store, and quality confidence. The implications of this study in the retail industry should be further extended to devise strategies for customer retention.

• The Journal of Industrial Distribution & Business
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• v.8 no.5
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• pp.95-109
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• 2017

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents' because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

• Journal of the Korean Association of Geographic Information Studies
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• v.11 no.2
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• pp.132-147
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• 2008

So far ubiquitous service (u-service) priority has seldom been empirically examined based on the customer's view. It is usual to prioritize the relative importance of u-service variables by the supplier's intuition and a few specialist's experienced knowledge. Such approaches have the disadvantage that they provide only limited empirical information on the field practices in relation to u-service since customer demand of u-service is poorly defined despite abundant interest in this problem. Therefore, the aim of this research was to develop u-service priority model in the context of multi-criteria framework integrating customer and supplier's view, using high technology acceptance theory as major controlling factors. An important question was how to measure or represent criteria that is important to u-service and should be included in a priority model. The selection criteria for the model variables were derived from high technology acceptance theory and AHP approach through the analysis of frequency count, elimination of overlapping factors and brainstorming with specialists. Daegu showed top-rankings in transportation-aid service, guidance service for the eyesight disabled and u-telematics service. In contrast, disaster prevention service and industrial specialized town service ranked highly in the typical supplier's approach were not a dominant determining factor in the u-service priority. The model identified the fact that typical high priority service in terms of supplier's view did not necessarily accompany the important predictor for the u-service priority.

• Journal of the Korean Society for information Management
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• v.29 no.1
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• pp.303-329
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• 2012

This study measures the efficiency of public libraries, library services, and management to contribute to the proposed model for efficiency analysis, reflecting the characteristics in public libraries. This analysis model of applying the empirical research pursues the solutions to provide efficiency. Although many attempts have been made domestically and internationally to study the measurement of the efficiency, mere application of analysis techniques used in the other public sectors has led to the inadequate measurement for characteristics of library services. In addition, there has not been any attempt made to deduce a general theory for the study from the measurement results. In this study, an analysis model that reflects the inherent characteristics in library services is suggested to be analyzed empirically, and this leads to the understanding of efficiency factors. The results of the study show that the efficiency of current public libraries can be increased on the basis of input and output. Therefore the commitment to increase the level of output to meet the current need shall continue by the amount, rather than by the commitment to reduce the level of input. Finally, the factors influencing the efficiency are the number of users, the physical environment, professional staffs, events planning, and electronic resources. After analyzing the five factors via multiple regression analysis, three factors such as the number of users, professional staff and events planning proved causal relationship with the efficiency.

• The Journal of the Korea Contents Association
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• v.8 no.5
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• pp.287-299
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• 2008

The purpose of this study is to analyze the statistical data to get the government to have positive recognition of education for middle-aged and aged people about provision for old age after retirement and present a model of policy direction of realistic elderly education for middle-aged and aged people and an ideal program for middle-aged and aged people in Korea. Such an empirical research obtained the following results. First, as for effects of recognition of the need of elderly education and the desire to participate in elderly education on provision for retirement, the need of elderly education and the desire to participate in elderly education were found to have effects. Second, as for effects of the level of retirement expectation on provision for retirement, new departure, career completion, and continuous expectation were found to have effects. Third, as for mediating effects of retirement expectation in terms of effects of recognition of the need of elderly education and the level of desire for participation, the need of elderly education has retirement expectation partly affect physical, psychological, and economic preparation. As for the desire to participate in elderly education, expectation of retirement had completely mediating effects on physical preparation and partly mediating effects on psychological and economic preparation. Fourth, the need of elderly education, the desire for participation, retirement expectation, and recognition of provision for retirement by general properties were found to have statistically significant results in terms of gender, age, occupation, and educational background.

• Journal of Korea Technology Innovation Society
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• v.18 no.2
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• pp.292-317
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• 2015

As modern science and technology and warfare become to be advanced and precise, the weapon systems becomes more complex based on state-of-the-art technology. Therefore, firms in the defense industry continue to accelerate research and development for up-to-date weapon systems with high complexity which urge the firms to collaborate with the external organizations to obtain the knowledge required and eventually to reduce costs and risk. This study tries an empirical study about the effect of collaboration on the innovation performances from the network analysis perspective. By surveying collaboration relationships among 530 firms in the Korean defense industry, we analyzed the alliance network of the defense industry. Network centrality including degree, closeness, and betweenness centralities is investigated and then the relationship among the network centrality property, internal R&D capabilities and innovation is analysed. The results show that firms with high internal R&D capabilities place the firm at center of the network. On the other hand, except for the firms with highly connected centrality, no relationship was found between the internal R&D capabilities and its performance and in turn. these capabilities had both direct and indirect effects on innovation performances through mediated collaboration among firms. This study implied that Korean firms with a high internal R&D capabilities in the defense industry which utilize knowledge, information and resources within the network more frequently show more innovative performance. This result claims the policy makers to participate more firms in fostering open innovation for the defense industry.

• Science of Emotion and Sensibility
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• v.10 no.4
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• pp.511-521
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• 2007

It is very important that design based on preference of consumers who continuously change. Therefore, the method that can decide on the design concept which a consumer can prefer in future points of time that a design is released is necessary. There may be various ways to decide a design concept, but trend analysis is one of the best ways to be able to satisfy consumer preference. The purpose of this study is to provide a process that can give a direction of MP3 player design oriented consumer emotion. For the purpose, we considered about trend analysis as the ways that can present the design direction that can grasp a change of continuous preference, and a consumer can prefer with early bases in future points of time of a consumer. In this empirical research, we decided on design elements and levels of the elements after collecting 228 MP3 players released from 2000 to 2007, and carried out trend analysis through homogeneity analysis by SPSS program. In the result, we knew that future consumers also will regard emotional experience consumption as important. So, MP3 player design will be developed into consumer emotion-oriented design. We predict 4 trends for a future MP3 player design. 1. Development of high-priced MP3 player with various multimedia functions. 2. Development of MP3 player with basic functions. 3. Development of new convergence products with MP3 function. 4. Development of new MP3 player based on flash memory. If designers can infer a future MP3 player design from this design trend results, the probability that can occupy competitive advantage in their competitions will be high. Therefore this study can be useful.

• Journal of Technology Innovation
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• v.20 no.1
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• pp.235-262
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• 2012

Although a commercialization of developed technology is an important factor for firm's competitiveness, the success rate in technology commercialization is significantly low. This fact raises a need of an analysis on factors affecting success in technology commercialization. Thus, in this study, in order to determine the success factors of technology commercialization, statistical analysis is done on 4 different elements of Korean automobile industry firms: managerial group attitude, market orientation, technology quality, and government support; and developed a causal-relationship model of the above elements and commercialization. In the developed model, two moderating variables, corporate ability and industry classification, are added to determine the level of correlations respect to two moderating variables. As a result of hypothesis tests, market orientation, managerial attitude as an antecedent variable; and government support, technology quality as an antecedent variable, both have significant correlation with technology commercialization. For moderating variables, a corporate ability has moderating effects on the connections of managerial attitude, market orientation and technology commercialization; but an industry classification has a moderating effect only on the link between technology quality and government support. The results of this research serve a contribution to the development of R&D efficiency improvement by providing government with direction in science & technology policy.

• Journal of Technology Innovation
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• v.27 no.3
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• pp.27-52
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• 2019

This research studied the determinants of private R&D investment by examining the innovation strategies of 481 small and medium enterprises (SMEs, their employee size is 5 or more and less than 300) in Busan, South Korea. The data is derived from the Technology Survey of Small and Medium Enterprises in 2001 and 2003. Three explanatory variables for the innovation strategies are the R&D portfolio, the organization (personnel) for R&D, and the strategic role of CEO for innovation. The technological levels of industries are controlled in the linear regression model. The dependent variable is the total private R&D investment of a firm in the given fiscal year. The empirical results indicate that the private R&D investment positively correlates with the complexity of the R&D portfolio, the formal organization for R&D team, and the increase of R&D personnel. The formal organization for R&D team and the number of R&D personnel are correlated with the increase of private R&D investment across the four groups in the manufacturing sector but not in the service sector. These findings suggest that the innovation policy needs to target firms who have complex R&D portfolios, the formal organization of R&D teams, and sufficient R&D personnel in order to increase the private R&D investment of SMEs in regions, with consideration of industrial characteristics.

• Asia pacific journal of information systems
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• v.17 no.2
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• pp.29-47
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• 2007

Owing to the rapid growth of using the Internet, not only click-and-mortar companies but also brick-and-mortar ones have been expanding their distribution channels into online, Moreover, since online channels are more attractive than offline ones in control and maintenance, switching customers into online ones is emerged as one of very important managerial issues in a view of reduction of cost as well as expansion of services. However, the switched customers should be faced by uncertainties which could not have been experienced in offline. Specifically, in online channels, buyers and sellers are separated temporally and spacially and there are always so many kinds of threat for security as well as not enough systems and conventions for them yet. Therefore, trust has been considered as one of the most critical mechanisms for resolution of such uncertainties in online transactions. However, it is not easy to build and maintain the relationships in online since most of them are virtual and indirect generally. Therefore, in order to switch offline customers into online ones, it is very important to make strategies based on identification of the relationship between online transaction and offline trust which has been built in offline business. Generally offline trust, which has been built independent of online, could not include trust for online-dependent activities such as payment security during or after transactions, while most of online trust include it. Therefore, a customer with high offline trust does not always perceive high security and assure safe transactions. Accordingly, while online trust, where technical capabilities for online security is one of main bases, includes control trust implicitly or explicitly, offline trust does not. However. in spite of such clear discrimination and independence between offline trust and perceived security, there can be the significant dependency between these two beliefs. The customers with high offline trust believe that the company would do some activities for online security for customers' safe transactions since it has been believed of doing well for customers' trust. Theoretically, users' perception of security is interpreted as a kind of control trus, which is trust for company's technical control capacities in order to resolve technical uncertainties in online. Therefore, the relationship between two beliefs can be considered as transference from offline trust to another type trust. that is, control trust. The objective of this study is to analyze the effect of offline trust on online transaction uses mediated by perceived security. For this purpose, we suggest a research model based on technology acceptance model (TAM). Reuse intention is adopted as a dependent variable and TAM is modified by adding perceived risk (PR) as well as two beliefs of using Internet banking, perceived usefulness (PU) and perceived ease of use (PEOU). Moreover, perceive security (PS) is adopted as an external variable for PR and PU, while offline trust (OT) is an antecedent of PS. For an empirical test, sampling from 108 visitors to the banks in Daegu, Korea, we analyze our model by partial least square (PLS) approach. In result, our model is shown to explain 51.4% of the variance in reuse intention and all hypothesis are supported statistically. A theoretical implication of this study is to identify a role of PS between offline trust and reuse intention of using online transaction services. According to our result, PS can be considered as a mediation variable for bridging between two different concepts: trust that explains social aspects of customers and companies, and TAM that explains customers' reuse intention.