• 한국정밀공학회:학술대회논문집
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• 한국정밀공학회 2012년도 춘계학술대회 논문집
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• pp.809-810
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• 2012

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2001년도 춘계학술대회
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• pp.269-273
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• 2001

Nowadays the most important thing is not to gather new membership but to manage existing membership with useful information in electronic commerce system. To satisfy various customers, it is vital to understand and analyze customer's need. This paper presents the modeling method for efficient marketing system in mobile commerce.

• 동아시아경상학회지
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• 제7권1호
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• pp.1-16
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• 2019

Purpose - For the development of fresh food shopping malls, consumers should continue to experience loyalty and favorability for the company's products or brands, and this should lead directly to purchase so that active word-ofmouth and recommendation should be encouraged. Therefore, the purpose of this study is to investigate the effect of e-service quality and e-ERM on e-loyalty with customer satisfaction and commitment as mediators. Research design, data, and methodology - This study was conducted by sample survey method on 320 online customers who have experience in using major online fresh food shopping malls for more than one year. Data analysis methods were frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and structural equation model analysis. Result - Hypothesis 1 through Hypothesis 7 were all supported. The results of this study suggest that e-service quality and e-CRM of online fresh food shopping malls have a significant effect on satisfaction and commitment. Therefore, the conclusion has been derived that the focus of this study, that such satisfaction and commitment have a significant effect on e-customer loyalty. has been supported theoretically and empirically. Conclusion - This study suggests that studies on customer loyalty based on activation commerce factors related to fresh food in online shopping malls will be an index that can reflect on customer's needs corresponding with future trends of not only online shopping malls but also offline shopping malls.

• International Journal of Quality Innovation
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• 제7권2호
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• pp.19-49
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• 2006

Due to the globoal economic effect, Taiwan's small and medium-sized enterprise (SME) is much threatened by China. Since remarkable advances have being made in information technology, taking competition advantage for an enterprise has become a very important issue when facing rigorous global competition. However, the business of the enterprise starts with finding the customers' demands, and ends with fulfilling customers' demands. Therefore, in order to increase competition advantage for SME, the customer management must be effectively strengthened, especially by increasing customer satisfaction and maintaining good relationship with the customer. This is the key for an enterprise leading to success. The purpose of this study is aiming to discussing the relational analysis between customer and SME by viewing the four aspects of customer relationship management (CRM), which are relation marketing, customer service, customer value, and customer satisfaction. Moreover, this research will perform an empirical analysis on CRM for a typical small and medium-sized company so as to grasp its real definition and enterprises' demands. The conclusions will be drawn from our literature survey and practical experience as well as site investigation. Recommendations are evolved from discussing the interaction between customers and enterprises in improving their constructing factors and increasing benefits and values.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.633-638
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• 2004

Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.

• 한국정밀공학회:학술대회논문집
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• 한국정밀공학회 2011년도 춘계학술대회 논문집
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• pp.1063-1064
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• 2011

• CRM연구
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• 제4권1호
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• pp.35-54
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• 2011

고객기반 온라인 커뮤니티에서 고객들이 생성하는 정보 자원은 기업의 상품 및 서비스를 개발하는 데에 직접적으로 반영되기도 하며 기업과 고객 사이의 직접적인 상호작용을 촉진하기도 한다. 따라서 최근 고객기반 온라인 커뮤니티의 운영과 지속적인 성장에 대한 기업의 관심이 점차 증가하고 있다. 온라인 커뮤니티의 존속과 성장은 커뮤니티 회원들의 자발적인 기여에 의해 이루어진다. 본 연구는 고객기반 온라인 커뮤니티 사용자들의 기여행위 기저에 존재하는 사회 심리학적인 요인들에 대해 초점을 맞추고, 물리적 세계의 실제 자아와 온라인 공간에서 창조되는 가상 자아 사이의 차이가 익명성과 관련된 심리적 반응 요인들(자율권, 회복, 카타르시스)과 기여행위에 어떠한 영향을 미치는지 고찰하였다. 114명의 고객기반 온라인 커뮤니티 사용자로부터 수집된 서베이 자료를 분석한 결과, 실제 자아와 가상 자아의 차이는 개인적 능력을 나타내는 측면과 사회적 능력을 나타내는 부분으로 구별되며, 각각은 지각하는 자율권, 회복에 서로 다른 영향을 미치는 것으로 나타났다. 또한 자율권, 회복, 카타르시스 각각의 요인들도 기여의 질적인 측면과 양적인 측면에 서로 다른 영향을 미치는 것으로 나타났다. 이러한 결과를 기반으로 이론적, 실무적 함의에 대해 토의하였다.

• 정보처리학회논문지B
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• 제18B권5호
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• pp.279-290
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• 2011

최근 웹 및 웹 콘텐츠의 양이 폭발적으로 증가함에 따라서 콘텐츠 추천 시스템(CRS, Contents Recommendation System)은 최근 중요한 이슈로 대두되었다. 이에 따라, 콘텐츠 추천 시스템에 대한 콘텐츠 추천 방법(CRM, Contents Recommendation Method)이 꾸준히 연구 및 소개되어 왔다. 그러나 전통적인 CRM들은 콘텐츠 생성자의 위상이 중요하게 여겨지는 웹 2.0 환경에서 활용하는데 부족함이 있다. 본 논문에서는 연결 정도 중심성 분석(Degree of centrality) 및 TF-IDF를 활용하여 양질의 콘텐츠를 추천하는 방법을 제안한다. 이를 위하여 본 논문에서는 RSS와 FOAF를 수집하여 TF-IDF와 연결 정도 중심성을 각각 분석한다. 그리고 분석된 두 값을 이용하여 콘텐츠를 추천한다. 본 논문에서 제안한 방법을 검증하기 위하여 우리는 시스템을 구현하였으며 콘텐츠 추천 결과를 보인다. 본 논문에서 제안한 방법을 사용하면 입력된 질의어에 대해 사용자와 콘텐츠의 관계를 분석하고 이를 통해 적절한 콘텐츠를 추출할 수 있다. 그리고 본 논문에서 제안한 방법을 통해 구축한 시스템은 전통적인 콘텐츠 추천 시스템과 달리 소셜네트워크에서 콘텐츠 생산자에 대한 중요도가 반영됨으로 보다 신뢰성이 있는 결과를 얻을 수있다.

• 한국정보시스템학회지:정보시스템연구
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• 제26권4호
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• pp.17-37
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• 2017

Purpose Customer Loyalty is the most important factor of customer relationship management (CRM). Especially in retailing industry, where customers have many options of where to spend their money. Classifying loyal customers through customers' data can help retailing companies build more efficient marketing strategies and gain competitive advantages. This study aims to construct classification models of distinguishing the loyal customers within a Korean retailing company using data mining techniques with R language. Design/methodology/approach In order to classify retailing customers, we used combination of support vector machines (SVMs) and other classification algorithms of machine learning (ML) with the support of recursive feature elimination (RFE). In particular, we first clean the dataset to remove outlier and impute the missing value. Then we used a RFE framework for electing most significant predictors. Finally, we construct models with classification algorithms, tune the best parameters and compare the performances among them. Findings The results reveal that ML classification techniques can work well with CRM data in Korean retailing industry. Moreover, customer loyalty is impacted by not only unique factor such as net promoter score but also other purchase habits such as expensive goods preferring or multi-branch visiting and so on. We also prove that with retailing customer's dataset the model constructed by SVMs algorithm has given better performance than others. We expect that the models in this study can be used by other retailing companies to classify their customers, then they can focus on giving services to these potential vip group. We also hope that the results of this ML algorithm using R language could be useful to other researchers for selecting appropriate ML algorithms.

• Mass Spectrometry Letters
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• 제8권3호
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• pp.59-64
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• 2017

In clinical diagnosis, it's well known that the abnormal level of uric acid (UA) in human body is implicated in diverse human diseases, for instance, chronic heart failure, gouty arthritis, diabetes, and so on. As a primary method, an isotope dilution mass spectrometry (IDMS) has been used to obtain the accurate quantity of UA in blood or serum and also develop the certificated reference material (CRM) so as to provide a SI-traceability to clinical laboratories. Due to the low solubility of UA in water, an ammonium hydroxide ($NH_4OH$) has been considered as a promising solvent to increase the solubility of UA that enables the preparation of both UA and its isotope standard solution for next IDMS-based absolute quantification. But, because of using this $NH_4OH$ solvent, it gives rise to the unwanted degradation of UA. In this study, we sought to optimize condition for the stability of UA in $NH_4OH$ solution by varying the mole ratios of UA to $NH_4OH$, followed by ID-LC-MRM analysis. In addition, we also inspected minutely the effect of the storage temperatures. Additionally, we also performed the quantitative analysis of UA in the KRISS serum certificated reference material (CRM, 111-01-02A) with diverse mixing ratios of UA to $NH_4OH$ and then compared those values to its certification value. Based on our experiments, adjusting the mole ratio of 1/2 ($UA/NH_4OH$) with the storage temperature of $-20^{\circ}C$ is an effective way to secure both the solubility and stability of UA in $NH_4OH$ solution for next IDMS-based quantification of UA in serum.