• IE interfaces
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• v.15 no.4
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• pp.391-400
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• 2002

The internet call systems using CTI(Computer Telephony Integration) functions are designed with system configuration, DFD(Data Flow Diagram) and ERD(Entity Relationship Diagram) in this paper. The internet call systems are constructed to cooperate with conventional CTI call center. The internet phone calls occurred from the web browser of customer can be connected throughout VoIP gateway and PBX to many counselors. The internet call systems can provide various services; customer information service, escorted browsing service, text chatting service, text sharing service, conference service, and statistical analysis service.

• Korean System Dynamics Review
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• v.12 no.1
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• pp.89-114
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• 2011

With steady increase in the demand for door-to-door delivery services, courier service providers are facing a constant pressure to reduce delivery price in order to secure quantity order and to improve the efficiency and reliability for customer service. The objective of this research is to explain the structure of the door-to-door delivery including door-to-door delivery service demand, sorting capacity in the hub-terminal, and the system performance measures such as service reliability networks using causal loop diagram(CLD). Based on causal relation, this research describes a comprehensive approach to examine how capacity reliability contributes to the renewal of the firm's competences through its reciprocal relationship with travel time reliability and connectivity reliability. Also, this research suggests the policy alternatives to improve effectiveness and efficiency of door-to-door delivery network in response to increase customer satisfaction and profit maximization of the courier service providers: operational, tactical, and strategic levels.

• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.475-488
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• 2005

This paper aimed to exam core factors of the service quality and analyze their effects on trust, satisfaction. And this paper analysis trust and satisfaction effects on revisti intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form previous studies, we drawed core factor. Core factor is convenience, technologies, valuable of contents, service. These core factors will affect on customer trust, customer satisfaction and trust, satisfaction will affect on revisit intention. To be winner, companies must be consider these key factor(convenience, technologies, valuable of contents, service).

• Journal of Korea Society of Industrial Information Systems
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• v.21 no.6
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• pp.1-12
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• 2016

In this paper, we consider a general discrete-time queueing system with D-BMAP(discrete-time batch Markovian arrival process) and D-policy. An idle single server becomes busy when the total service times of waiting customer group exceeds the predetermined workload threshold D. Once the server starts busy period, the server provides service until there is no customer in the system. The steady-state workload distribution is derived in the form of generating function. Mean workload is derived as a performance measure. Simulation is also performed for the purpose of verification and a simple numerical example is shown.

• The Journal of the Korea institute of electronic communication sciences
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• v.7 no.3
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• pp.649-660
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• 2012

The future of appraisal industry looks negative in the reality of change of the property market and over-competition of the field. Unless Constituent members of appraisal industry cope actively with the changing circumstances the profit structure of their company will get worse and they will finally fall behind in the competition. The best policy to survive from the changing circumstances in the limited appraisal market is to provide better service and improve its structure in order to have differential competitiveness. The purpose of this study is to describe the relation between the service factors of appraisal industry and customer satisfaction for providing more effective and high quality appraisal service.

• Journal of the Korean Operations Research and Management Science Society
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• v.4 no.1
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• pp.51-67
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• 1979

This paper considers the problem of determining an optimal dynamic operating policy for a two-stage tandem queueing service system in which the service facilities (or stages) can be operated at more than one service rate. At each period of the system's operation, the system manager must specify which of the available service rates is to be employed at each stage. The cost structure includes an operating cost for running each stage and a service facility profit earned when a service completion occurs at Stage 2. We assume that the system has a finite waiting capacity in front of each station and each customer requires two services which must be done in sequence, that is, customers must pass through Stage 1 and Stage 2 in that order. Processing must be in the order of arrival at each station. The objective is to minimize the total discounted expected cost in a two-stage tandem queueing service system, which we formulate as a Discrete-Time Markov Decision Process. We present analytical and numerical results that specify the form of the optimal dynamic operating policy for a two-stage tandem queueing service system.

• Journal of Digital Convergence
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• v.5 no.1
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• pp.141-157
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• 2007

Due to the development of Internet and networking technologies, it is much more easier to get in touch with public service through the web services such as tax, travel information, getting a job, etc. In order to measure the quality of official government web sites, we are to test the difference between the web quality of the government sites and the offline feature of the same official service by means of customer perspectives. The resulting of this study show that the quality of official web site has been improved so far though such areas as privacy, security needed to be updated. Especially the web interface or contact point of the digital media should be reflected customer's need so that the online materials may be quickly updated according to the request of client's.

• IE interfaces
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• v.14 no.2
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• pp.182-189
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• 2001

Recently the number of wireless internet service user is increasing rapidly but there are some areas in which service level has not reached the expected level yet. In this paper, we apply ACSI model to measure the current level of customer satisfaction. As a result of ML estimation, we observe that satisfaction increases as the level of perceived quality increases. However, this model does not provide flexibility of adjusting data characteristics that wireless internet service has, and it is not easy to find direct controllable feedback for better service. We propose a structural equation model that can overcome these problems and obtain that information transmission quality and proper fare policy can significantly improve the satisfaction level of wireless Internet users.

• Journal of Digital Convergence
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• v.14 no.9
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• pp.241-250
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• 2016

This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.189-196
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• 2017

This study investigates customer satisfaction with full service carriers (FSC) and low cost carriers (LCC) using social media sentiment evaluation. From 2008 to 2016, a total of 77,591 tweets about two FSC and six LCC were aggregated and classified as per airline choice factors. Sentiment evaluation was employed to assess customer satisfaction by three appraisers. The results showed that customer satisfaction with LCC was significantly higher (p<0.001) compared to FSC. Furthermore, overall customer satisfaction with both FSC and LCC has been facing a consistent downward trend since the last seven years. The results also highlighted low customer satisfaction with respect to booking and flight operation factors, and a steep decline in customer satisfaction across booking, onboard services, and marketing factors for FSC. The results of this study have practical implications for the airline industry, which can use this quantitative data to improve customer satisfaction with FSC and LCC.