• Journal of Korean Institute of Industrial Engineers
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• v.28 no.2
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• pp.187-192
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• 2002

In this paper we consider an M/G/1 queueing system with vacation. The length of vacation period may be controlled by the waiting time of the first customer. The server goes on vacation as soon as the system is empty, and resumes service either when the waiting time of the leading customer reaches a predetermined value, or when the vacation period is expired, whichever comes first. We consider two types of vacation, say, multiple vacation type and N-policy type. We derive the steady-state distributions of the number of customers at arbitrary time and arbitrary customer's waiting time by means of decomposition property. Also, the mean lengths of busy period, idle period and a cycle time are given.

• Proceedings of the KSR Conference
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• 2010.06a
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• pp.1320-1327
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• 2010

This study is designed to provide a facilitation program of the railroad tourist business that the bicycle is connected with the railroad. The sustainable growth will be achieved thorough the green growth being able to coexist with environment. To deal with the transportation problems -the environmental pollution caused by a large number of cars and the energy depletion, the traffic congestion- in our society is the prerequisites for the green growth. There is the need focusing on the expansion of the green network and the policy implementation of utilizing the bicycle, the formulation of the social consensus for environmental preservation. This provides the opportunity that we create the customer values and reinforce the firm's competitiveness. This study is to propose the plan for accelerating the tourism business connected to the bicycle, and to contribute to the government policy, to boost the green image of the railroad. Approaching in the strategic way to increase the customer's value and environmental preservation, this study will contribute to providing high quality customer service for both of the business performance and the customer satisfaction.

• Journal of the Korean Operations Research and Management Science Society
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• v.27 no.3
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• pp.115-133
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• 2002

In this paper, 15 South Korean telecommunications service failure cases were analyzed. Through the in-depth case study, 8 factors were found to be the major causes contributing to the telecommunications service failure. They were (1) ineffective marketing, (2) poor demand forecasting due to misjudgment of customer preference, (3) failure to satisfy technical specifications, (4) loss of cost advantage due to the price cut of competing services or new entry with lower price, (5) loss of utility advantage due to the increased utility of competing services or new entry with higher utility (6) decrease of market attractiveness due to change of customer preference, (7) impact of government policy, and (8) insufficient or low quality of contents. Additional analysis was done to derive managerial implications to the new telecommunications service development strategy. The findings from the paper will provide valuable Insight to the successful Implementation of new service development and service provisioning processes.

• Proceedings of the KSR Conference
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• 2007.05a
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• pp.594-599
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• 2007

According to separation policy between rail infrastructure and operation, the National Railroad Administration was converted to Korea Railroad Cooperation on Jan, 2005. That makes railway service assessment regarded as essential. About this matter, Section 15 of the Framework Act on Rail Industry Development and section 26 of the Rail Business Act shows that the railway service assessment should be conducted every 2 years. The government can officially announce the result and give orders operation company to improve service level. In the first railway service assessment in 2006, the principal railroad lines and stations were investigated. Rail supply service index and customer satisfaction index are introduced. It includes service items of supply, reliability, convenience, safety and customer satisfaction. This study presents the contents of 2006 rail service assessment. Some points of assessment which should be improved are analyzed as well.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.8
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• pp.1170-1181
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• 1999

본 연구의 목적은 미국 의류점포의 판매규정과 고객의 점포에 대한 기대가 판매원과 소매점에 대한 만족과 평가에 미치는 영향을 조사하는 것이다 미국에 거주하는 한국 소비자들을 대상으로 먼저 시각적으로 분위기가 다른 두 점포에 따른 고객의 서비스에 대한 기대를 측정하기 위해 슬라이드를 보여주고 의류업체의 판매규정에 따른 의류에 관련된 문제상황을 설명해주는 시나리오(판매원 노력에 의한 문제 해결 또는 소비자 노력에 의한 문제해결)를 읽게 한 후 설문지를 작성하게 하였다 그 결과 업체의 판매규정이 판매원의 서비스에 대한 만족도와 평가 의류점포서비스에 대한 만족도와 평가에 영향을 미치는 것으로 나타났다.

• Journal of Digital Convergence
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• v.6 no.1
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• pp.75-82
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• 2008

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

• Journal of Digital Convergence
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• v.4 no.1
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• pp.55-71
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• 2006

The Public Service Charter is one of the administrative reform programs introduced to promote customer oriented administration. It's main purpose is to achieve citizens' confidence in the government by satisfying them with elevated quality of the public services. This study focuses on analyzing current conditions and achievements of the Public Service Charter in the Republic of Korea and proposing it's development plan. Since it was introduced to Korea in 1998, the Public Service Charter has been disseminated and contributed to the spreading of the citizens' understandings of the government's initiatives for customer satisfaction plans. Still, it has several problems as follows; A lot of public servants and citizens lack in understandings of this program. CEOs don't have enough concern in it. Evaluation is not organically connected to performance management. The correction and compensation procedure are not well operated. To solve these problems, the government needs to set up an institutional foundation establishing a legal base, uplifting CFO' concerns, and building a department with full responsibility, and to promote employees and citizens' participation through education and PR. It's also important to enhance post management by efficient evaluation and performance management, substantial correction and compensation procedure.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.20 no.42
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• pp.31-38
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• 1997

The main objective of this research is to develop a model to select the optimal input service level for a distribution center - multi branch inventory distribution system. With the continuous review policy, the distribution center places an order for specific order quantity to an outside supplier, and the order quantity is replenished after a certain lead time. Also, each branch places an order for particular order quantity to the distribution center to satisfy the customer demands, and receives the replenishment after a lead time. When an out of stock condition occurs during an order cycle, a backorder is placed to the upper level to fill the unfilled demands. With these situation, variable demand and variable lead time are used for better industrial practice. Further, actual lead times with a generic lead time distribution are used in developing the control model. Under the actual lead time model, the customer service measures actually attained for the distribution center and each branch are explained as the effective customer service measures. Thus, throughout the optimal control (using computer search procedures), we can select the optimal input service levels for the distribution center and each branch to attain the effective service level for each branch which is consistent with the goal level of service for each branch. At the same time, the entire distribution system keeps minimum inventories.

• Journal of the Korea Safety Management & Science
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• v.3 no.3
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• pp.55-64
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• 2001

The main objective of this research is to develop a model to select the optimal input service level for a distribution center-multi branch inventory distribution system. With the continuous review policy, the distribution center places an order for specific order quantity to an outside supplier, and the order quantity is replenished after a certain lead time Also, each branch places an order for particular order quantity to the distribution center to satisfy the customer demands, and receives the replenishment after a lead time. When an out of stock condition occurs during an order cycle, a backorder is placed to the upper level to fill the unfilled demands. With these situation, variable demand and variable lead time are used for better industrial practice. Further, actual lead times with a generic lead time distribution are used in developing the control model. Under the actual lead time model, the customer service measures actually attained for the distribution center and each branch are explained as the effective customer service measures. Thus, throughout the optimal control (using computer search procedures), we can select the optimal input service levels for the distribution center and each branch to attain the effective service levels for each branch which is consistent with the goal level of service for each branch. At the same time, the entire distribution system keeps minimum inventories.

• Proceedings of the Korean Statistical Society Conference
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• 2002.05a
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• pp.61-66
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• 2002

We consider a generalized N-policy for an M/M/1 queueing system. The idle server starts to work with ordinary service rate when a customer arrives. If the number of customers in the system reaches N, the service rate gets faster and continues until the system becomes empty. Otherwise, the server finishes the busy period with ordinary service rate. We obtain the limiting distribution of the number of customers in the system. After assigning various operating costs to the system, we show that there exists a unique fast service rate minimizing the long-run average cost per unit time.