• Journal of Digital Convergence
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• v.18 no.10
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• pp.207-217
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• 2020

The purpose of this study is to examine the structural relationship between the digital platform capabilities of financial institutions and the impact of customer orientation on service innovation behavior through exploitation/exploration. A survey was conducted on employees of financial institutions to verify the research model, and the final 280 copies of the questionnaire were analyzed using SPSS 25 and SmartPLS 2.0. As a major research result, First, digital platform competency has a positive effect on exploitation and exploration. Second, customer orientation has a positive effect on exploitation, but not on exploration. Third, both exploitation and exploration have a positive impact on service innovation behavior. Through this research, this study shed new light on the relationship between digital platform capability and customer orientation that affects service innovation behavior of financial institutions, and expanded the scope of research through empirical research. Future research will require research attempts on various variables and research samples.

• Journal of Digital Convergence
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• v.20 no.5
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• pp.77-84
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• 2022

The purpose of this study is to confirm the influence of E-service quality of fresh product quality, logistics quality, and website quality on customer satisfaction and repurchase intentions. For the analysis, we used SPSS 23.0 to perform multiple regression analysis with 284 people who have purchased fresh food from China E-Services. The research results show that the better the E-service quality, the more positive (+) impact it has on customer satisfaction. In the relationship between E-service quality and purchase intention, customer satisfaction has a media effect. Through the analysis of the results, in order to improve customer satisfaction, it is necessary to focus on the quality of fresh food, provide excellent logistics, and allow customers to use convenient websites. This study only studies the general environment of E-services in the fresh food market, and will recommend specific implementation for one company in the future.

• Journal of Industrial Technology
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• v.21 no.B
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• pp.37-44
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• 2001

Distribution System is considered as the most important part of SCM when the satisfaction of customer demand is considered. This paper focus on the backorder policies for stockout which is occurred in each regional distribution center of two-echelon distribution system facing stochastic demand process. Four concepts for the efficient system operation are suggested. First, at least 30% reduction of stockout is achieved by introduction of 50/25 allocation policy to distribution system. Second, transportation cost and lead-time of backorder are decreased by allowance of internal supply between regional distribution centers. Third, the frequency of emergency supply is minimized by application of Ship-up-to- expected-demand backorder policies. Finally we suggest several effective rules to select multi-internal suppliers. Simulation tests show the efficiency of our backorder policies and enhancement of customer service level.

• Proceedings of the KIEE Conference
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• 2006.07a
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• pp.396-397
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• 2006

현재 우리나라의 전력 산업은 과거 공급자위주의 전력시장에서 점차적으로 수요자 선택권이 확대되고 다양한 형태의 새로운 부가서비스가 개발되는 시장으로 변화하고 있다. 이는 신기술 도입과 융합을 통하여 기존의 전력서비스에 통신기술이 융합된 전력정보기술의 도입으로 가능해진 것이다. 이러한 시장과 기술의 변화를 반영하여 우리나라에서도 광범위한 영역에서 전력 부가서비스에 대한 연구가 시작되고 있다. 다양한 방향으로 진화 가능한 전력부가서비스를 효율적으로 개발하기 위해서는 서비스 제공 대상을 명확하게 하고 소비자의 needs를 파악하는 과정이 필수적이다. 이러한 과정을 통하여 전력부가서비스 사업 초기에 집중적으로 개발, 보급하여야 할 부가서비스를 취사선택할 수 있을 것이다. 본 연구는 대수용가를 대상으로 하는 전력부가서비스의 형태를 파악하고 현재 진행 중인 선행연구를 분석하여 대수용가 전력부가서비스의 개발 방향을 제시하였다.

• Journal of Digital Convergence
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• v.17 no.6
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• pp.159-167
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• 2019

This study was done to analyze the effect of logistics services, corporate image, product reliability and customer service on consumer satisfaction and repurchase intention that e-commerce users perceive. The survey was divided into "logistics services, corporate image, product reliability, customer services, customer satisfaction, repurchase intention". As a study result, independent variables such as corporate image, product reliability and customer services were found to affect customer satisfaction. Consumer Satisfaction had an effect on repurchase intention in mediated and dependent variable. In conclusion, in order to increase the repurchase intention in companies that introduced SCM, it was necessary to improve the corporate image, product reliability and customer service to satisfy consumers. Logistics services had not been adopted as an impact on customer satisfaction. We should strive to improve customer satisfaction and repurchase intention by creating a higher level logistics services.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.4
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• pp.1475-1482
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• 2010

This paper aims at finding the policy implications of mobile government services based on the comparison of domestic and foreign cases. We developed a framework for the classification of mobile government services and examined the domestic and foreign mobile government services to identify policy implications and dynamic trends of the mobile government. In the policy perspective, we suggest customer-centric service redesign, extensive adoption of mobile service solutions, and new service development reflecting new mobile trends.

• The Korean Journal of Health Service Management
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• v.8 no.3
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• pp.1-11
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• 2014

The present study aimed to survey doctors working in five university hospitals about internal customer satisfaction and organization commitment level in order to identify casual relationships through structure equations. According to the analysis, organization management had the biggest impact on internal customer satisfaction level, and the sooner the factor was named personnel, leadership, job, and compensation, the bigger the impact it had on the level. The research model was generally found to be good in terms of goodness of fit, considering the value of $x^2$ calculated as 103.314, the degrees of freedom of 38, GFI 0.924, AGFT 0.868, NFI 0.888, CFI 0.925, and RMSEA 0.086. In conclusion, the internal customer satisfaction level of doctors was significantly proportionate to organization commitment by means of their general satisfaction level, while also being directly proportionate to organization commitment (p<0.05). Meanwhile, statistical significance could not be found when measuring the effects of the doctors' basic characteristics on the levels of internal customer satisfaction and general satisfaction in hospitals.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.695-706
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• 2018

Purpose: This study investigates success factors of ENEX which is a leading company in the kitchen furniture industry in South Korea, based on the perspective of customer satisfaction and corporate social responsibility. ENEX has grown to a successful mid-sized firm with competitive technology as a result of pursuing customer-oriented management since its establishment in 1971. Methods: Recognizing the importance of customer satisfaction, this study analyzed several cases of customer-oriented management of ENEX and interpreted their findings. Results: The successful embedment of customer satisfaction DNA in the whole organization is a major success factor of ENEX. It has been applying 7 WISE policy to all business processes from the product development to after-service to create customer value. Also, top management has fully exercised leadership to make customer-oriented organization, leading to ENEX being a competitive firm to provide products and services which can impress customers. Conclusions: ENEX has conducted various social activities based on corporate social responsibility. This study would also provide meaningful insights to understand the importance of customer-oriented management.

• Health Policy and Management
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• v.31 no.3
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• pp.344-354
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• 2021

Background: The purpose of this study was to analyze the effect of national health insurance coverage of Chuna therapy in April 2019 on the costs and service uses in automobile insurance. Methods: This study used the claim data from Health Insurance Review and Assessment Service. A total of 189,912 inpatients and 1,550,497 outpatients who received Chuna therapy covered by automobile insurance in oriental medical institutions were included. The analysis period was from July 2018 to December 2019, and a total of 18 months before and after April 2019, when Chuna therapy was covered by national health insurance. Interrupted time series analysis was applied to analyze the impact on the costs and service uses of Chuna therapy in automobile insurance before and after April 2019. Results: From July 2018 to December 2019, for 189,912 inpatients the cost and the number of times for Chuna therapy per capita were increased by 22.0% and decreased by 7.3% respectively right after the implementation of the policy. In the case of 1,550,497 outpatients, the cost of Chuna therapy per capita tends to be increased by 0.4% in overall study periods and increased 28.4% immediately after the implementation of the policy. Meanwhile, the number of times and visits for Chuna therapy per capita tends to be increased by 0.4% in overall study periods but decreased by 0.4% after the implementation of the policy. Conclusion: Results suggest that if the national health insurance coverage of oriental medicine services increases according to the policy stance for benefit expansion in national health insurance, the criteria for providing national health insurance benefits should be considered with the comprehensive impacts on the costs and service uses of automobile insurance.

• Journal of Digital Convergence
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• v.14 no.4
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• pp.267-276
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• 2016

This paper aims to examine the effects of perceived justice of service recovery efforts on the customer relationship performance in mobile social commerce. To this end, we classified cognitive-affective trusts and post-recovery satisfaction into the customer relationship performance. This research employs a field survey of customers who experienced service failures in mobile social commerce and a covariance structural model analysis in order to test hypotheses of our research model. The findings present that all justices of service recovery efforts positively affect the cognitive trust, whereas the only procedural justice significantly influences the affective trust. In addition, the results show that cognitive-affective trusts have a positive effect on the post-recovery satisfaction. Our results suggest practical implications that are used to help managers maintain and improve relations with the customers who experienced service failures and to increase the post-recovery satisfaction.