• Journal of Digital Convergence
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• v.11 no.3
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• pp.165-173
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• 2013

The purpose of this study was to investigate the effects of customer's innovation and usefulness on the use intention of Service Robots by potential customers. Based on Davis(1989)'s Technology Acceptance Model, this study formulated three hypotheses, which were about relationships between customer's innovation, usefulness, and use intention of Service Robots. For this study, structured questionnaires were used and data were collected from the 171 people in Seoul and Cheonan. To test three hypotheses, collected data were analyzed using hierarchical regression technique. The results showed that customer's innovation has no influence on usefulness, whereas customer's innovation and usefulness have effects on use intention.

• Journal of Digital Convergence
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• v.11 no.11
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• pp.603-611
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• 2013

This study examines the impact of job stress on customer-oriented boundary-spanning behavior with the mediating effects of organizational commitment. The survey data was collected from 147 employees working at a hospital and analyzed statistically by using SPSS 18.0 and AMOS 18.0. The result of this study are as follows. Hypothesis 1, Job stress has a negative influence on organizational commitment. Hypothesis 2, Organizational commitment has a positive influence on customer-oriented boundary-spanning behavior. Hypothesis 3, Job stress has a negatively significant impact on customer-oriented boundary-spanning behavior. Accordingly, Organizational commitment has the role of partially mediating the effect between job stress and customer-oriented boundary-spanning behavior. This means that employees working at the point of meeting customers must reduce their job stress in order to improve the service quality of a hospital and creating solutions to reduce job stress of hospital employees can increase customer-oriented boundary-spanning behavior.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.441-445
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• 2004

In this paper, we deal with an inventory model of a multi-stage, serial supply chain system where a single product type and nonstationary customer demand pattern are considered. The retailer and suppliers place their orders according to an echelon-stock based replenishment control policy. We assume that the suppliers can access online information on the demand history and use this information when making their replenishment decisions. Using a reinforcement learning technique, the inventory control parameters are designed to adaptively change as the customer demand pattern is altered, in order to maintain a given target service level. Through a simulation based experiment, we verified that our approach is good for maintaining the target service level.

• Journal of Digital Convergence
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• v.2 no.2
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• pp.29-44
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• 2004

The main objective of this study is to investigate the determinants of consumer trust in e-business. It examines consumer perceptions trust in a Web site and address following research questions: What factors influence consumer trust in a Web site and what specific Web site cues are associated with trust and satisfaction? We test our hypothesis in a empirical data from 568 consumers across 4 Web sites. By factor analysis, the results show that Web site characteristics are such as product information and purchase process , system stability, navigation, privacy(security), design, information of seller, pay methods, and customer service. We also find that brand and Web site characteristics such as Web site design, navigation, privacy(security), and customer service can explain over 59% of the variance in Web site trust and 60% in satisfaction. The results offer important implication for Web site strategies that include the manipulation of factors influencing Web site trust. And the future directions of the present research are discussed.

• Korean journal of food and cookery science
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• v.14 no.5
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• pp.482-491
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• 1998

The objectives of this study were to characterize the food service managements in university food services. In a survey involving university food service centers throughout the country, the importance, performance scores and policies for food service management were investigated. Of the total 40 institutions surveyed, 23 were run directly by the institution, eight by contract, and nine by rental. Data were analyzed by t-test, ANOVA using the SPSS program. Management system was evaluated separately for organization, human resources, finance, nutrition education, purchasing, quality control, sanitation and safety, and marketing for their relative importance, degree of performance, and policy establishment. It was found that the relative importance scored higher than the degree of performance and policy establishment. When rhe relative importance for the direct, contract and rental operations was compared, the rental operation scored the highest. Performance score of direct was the highest in direct operation. The findings of this research suggest that the university food service should be creative through systematic management, and further research is needed to evaluate various variables that influence productivity, such as employee morale, pleasant working environment, customer satisfaction, and introduction of TOM for university food services.

• Journal of the Korean Society of Clothing and Textiles
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• v.25 no.6
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• pp.1057-1068
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• 2001

The purpose of this study was to clarify service quality of apparel stores and find out related variables. The related variables are contained customer's characteristics (shopping orientation, demographic characteristics), store types and store patronage behavior in apparel store. The subjects selected for the final analysis were 363 females aged from 20 to 59 who lived in Taejon. And the data were collected using a questionnaire and analyzed through factor analysis, ANOVA, cluster analysis, regression, Duncan test, Tukey test. The results of this study were as follows; 1. Services quality of apparel stores consisted of seven dimensions ; ability of salesperson, belief in policy, convenience of facility, attractiveness of physical environment, convenience of using credit cards, convenience of space movement. and apparence of salespeople. 2. Shopping orientation consisted of four dimensions; recreational shopping orientation, rational shopping orientation. convenience-oriented shopping orientation, price-conscious shopping orientation. Shopper types consisted of three dimensions ; recreational-economical type shopper, rational type shopper, convenience-oriented type shopper. Significant relationships were found out between those shopper types and service quality. Significant difference was caused by demographic characteristics(age, marital status, education, income. job) except for places of residence and service quality. 3. The significant difference was found out between store types and service quality. 4. Service quality(ability of salespeople. belief in policy, convenience of facility, convenience of using credit cards. apparence of salespeople) were influenced store patronage behavior.

• Journal of Digital Convergence
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• v.15 no.1
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• pp.301-309
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• 2017

The study analyzes the effects of quality factors of health check-up service applied to military officer every year on the value and the behavioral intention of consumers so that it is be able to suggest alternatives to realize a systematic and realistic health check-up system. The survey period was from September 27 to October 4, 2016 and 294 out of 300 patients were finally selected; Frequency analysis, ANOVA analysis, Pearson's correlation analysis and multiple regression analysis were performed. In conclusion, the Age(p<0.05), Number of examinations(p<0.01), Medical communication(p<0.01), Quality of service(p<0.001), Medical Services Value(p<0.001) were drawn as characterized results by sectors regarding health screening service quality and customer satisfaction and behavioral intention. In the future, the military should improve the quality of education and publicity programs to improve the awareness of health checkup system, and improve quality of health checkup service to detect diseases early.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.33 no.1
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• pp.121-131
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• 2010

Technological innovation depends on the quality of workers, whose ability is the key component to raise business competitiveness. Our study evaluates how satisfactory is the training of workers at small and medium sized firms, and suggest how to improve upon it. We show the theoretical framework for the relation between customer satisfaction and their behavioral intent on the one side, and factors of training service quality. Our result show: (1) Factors affecting customer satisfaction are, in descending order of importance, expertise, policy, follow-up service, attitude and behavior, and convenience. (2) Contrary to established views on the service quality, satisfaction for training would not be the prerequisite variable for intent to act, in case of training service quality. (3) Satisfaction level for training depends on the type of organization in charge of training (government, university, or private sector.) It also varied among different types of business (L-type, A-type, and J-type.) Small and medium sized firms find it difficult to commit to training education due to lack of money and manpower. The recent expansion of free training service would address part of this problem. On the other hand, the outfit in charge of training could boost service quality by customizing their training program to the type of business they cater to.

• The Journal of Economics, Marketing and Management
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• v.10 no.4
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• pp.1-12
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• 2022

Purpose: The purpose of this study is to explore how customers perceive virtual mirror technology in the 4th industrial revolution environment. In particular, this study investigated how virtual mirror technology affects customer satisfaction and intention to use that are rarely examined in previous studies. Research questions include how proposed variables including sensory stimulation, enjoyment, product quality, telepresence, interactivity, and immersion affect satisfaction and intention to use and how satisfaction affects intention to use. Research design, data and methodology: This study conducted an online survey and applied factor and regression analyses to test hypotheses. Results: The results of this study found that effects of sensory stimulation, telepresence, and immersion on satisfaction were significant, while effects of enjoyment, product quality, and immersion on intention to use were significant. Therefore, variables affecting satisfaction and intention to use were different, while effects of immersion were significant both on satisfaction and intention to use. Conclusions: This study concluded that the role of virtual mirror technology helps customers determine product quality and increase satisfaction level, while it also helps customers enjoy shopping and increase intent to use the service. The results of this study provide how to foster better relationship with customers by applying advanced technologies.

• The Korean Journal of Health Service Management
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• v.7 no.3
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• pp.137-147
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• 2013

This study classifies the marketing mix of LASIK eye surgery clinics into 7Ps, examines the influence of each factor of 7Ps(product, place, price, promotion, process, people and physical evidence) on customer satisfaction, and investigates the effect of customer satisfaction on trust and relationship commitment. Survey of 500 patients who received surgeries in 3 eye clinics in Busan area was conducted through self-administered questionnaires, and, with this data, path analysis was performed to estimate the study model. Main result showed that, among 7Ps, product, price, promotion, people and physical evidence had significant positive effect on customer satisfaction which, in turn, had significant positive effect on trust and relationship commitment. Also, it was found that trust positively affected relationship commitment. This result would be considered helpful in medical institution's efforts to establish trust on customer satisfaction and maintain relationship commitment. It also implies that, in order to enhance competitiveness in increasingly competitive medical market, establishment of proper marketing strategy is urgently required where the determinants of customer satisfaction are effectively administered and ultimate relationship commitment of customers based on trust can be maintained and enhanced.