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Analysis of the Factors Affecting Customer Satisfaction and Customer Loyalty in a Family Restaurant Chain (체인 패밀리 레스토랑의 고객 만족 및 고객 충성도에 미치는 요인 분석)

  • Kim, Soon-Hong;Yoo, Byoung-Kook
    • Journal of Distribution Science
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    • v.13 no.5
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    • pp.103-111
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    • 2015
  • Purpose - When it comes to first impressions of family restaurants, people basically think of the following factors: cozy, a refreshing space, indoor lighting, atmospheric music, the best-quality service through mutual interactions with employees, birthday events, follow-up customer management, brand image, and many others. Focusing on such family restaurants characteristics, with consumption experience and customer satisfaction determined as mediator variables, this study looks into the selection factors that affect customer loyalty when choosing a family restaurant. Subsequently, the study conducts an empirical analysis of these selection factors with the greatest influence. Research design, data, and methodology - This study analyzed 200 total surveys of family restaurant customers including college students, workers, housewives, and others. The survey was conducted over two weeks in May 2014. For statistical processing, SPSS 21 was used for factor analysis and reliability analysis as well as AMOS for structural equation analysis. In terms of a variable that would influence either consumption experience or customer satisfaction at the restaurants, the study introduced the concept of customer equity. The study designed a model based on a hypothesis developed using the following factors: customer encounter service value, customer convenience value, brand equity, relationship equity, and other factors defined as components of customer equity by Rust et al. (2000) determined as independent variables as well as with customer experience and customer satisfaction set as mediator variables. The hypothesis, after all, assumed that customer loyalty would be positively (+) influenced. Results - The analysis results from the study reported that brand value, customer encounter service value, and relationship value have positive (+) effects on consumption experience and customer satisfaction. However, as for customer convenience value, this turned out not to have a statistically significant influence on consumption experience and customer satisfaction. In regard to a relation between consumption experience and customer satisfaction, the results showed that the former affects the latter, and in terms of intervening variables, both of these appeared to have a positive (+) effect on customer loyalty. Conclusions - This study suggests that family restaurants should look for strategies that focus on how to promote customer relationships. For example, restaurants could try birthday events or discount events to achieve this goal. Since the study ended up realizing relatively low levels of suitability and statistical significance, the path of the study changed. After all, in order to increase suitability and statistical significance, the study had to eliminate factors such as service quality and others and for this reason the study was unable to conduct the analysis as initially planned. In addition, the data samples of the research were mainly gathered from students, which made it hard to say that the analysis was carried out on samples from every different group. Future research should analyze the characteristics of each group of customers for factors affecting customer satisfaction and customer loyalty in the family restaurant chain.

Relational Commitment, Performance, and the Franchiser's Management Characteristics and Fairness in Food Service Distribution (외식프랜차이즈 가맹본부의 관리특성과 공정성이 관계결속과 성과에 미치는 영향)

  • Kwon, Young-Sik;Mun, Jang-Sil;Kwon, Jae-Kuk
    • Journal of Distribution Science
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    • v.12 no.12
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    • pp.119-130
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    • 2014
  • Purpose - Franchise industries are significant both socially and economically. However, with increasing interest, there are manifold problems. It is necessary to seek measures for mature operation constantly despite unprepared franchisors, negative perceptions of the media and society toward franchise, and rapid changes in business start-up trends and propensity to consume that make business start-ups difficult. The paper aims to explain the effects of relational commitment and performance on the franchisor's management characteristics and justice in the food service franchise system. Research design, data, and methodology - This is an exploratory survey examining franchising in Korea. Based on a literature synthesis, we extract five constructs: managerial characteristics, support, fairness, trust, and satisfaction. We hypothesize that these factors influence the trust, satisfaction, and performance of franchisees. To examine these hypotheses empirically, we conducted a survey on the database of the Franchising Council of Korea. The study employs data from May to September 2014. In total, 135 completed questionnaires were received, of which 128 were usable. The data was analyzed with SPSS/PC 22.0. First, to test unidimensionality and nomological validity of the measures of each construct, we employed a scale refinement procedure. The result of a reliability test with Cronbach's α and factor analysis warranted unidimensionality of the measures for each construct. In addition, nomological validity of the measures was warranted from the result of the correlation and regression analysis. By analyzing the data, we can confirm most hypotheses. Results - Frist, franchisor characteristics have a positive effect on trust and satisfaction. Second, franchisor fairness has an effect on trust and satisfaction. Third, franchisor support has an effect on satisfaction. Further, the franchisee trust has an effect on satisfaction. Fourth, the satisfaction of a franchisee with a franchisor affects the performance of a franchisee. Finally, there is a possibility that not only franchisee performance but also increasing the credibility and improving the image of the franchisor through communication between franchisor and franchisee can improve franchisees' performance and satisfaction by motivating the franchisee for sustainable growth. Franchisers should endeavor for franchisees to obtain stable revenue with continuous and practical support. They should recognize that they can expand their business by supporting their franchisees. Franchisors should not only instantly respond to franchisees' troubles with interactive communications but also raise the ability of supervisors for better support. Franchisors should share their visions and goals with their franchisees and provide systematic and continuous support based on trust and clear company management. Franchisees should understand franchisors' position as well as participate in establishing the basic franchise system. Contributions - The paper contributes to understanding franchising in Korea. It offers insights and assistance to franchisors hoping to start franchises. This paper explores measurement issues related to franchisee performance by estimating its determinant factors (managerial characteristics, support, fairness, trust, and satisfaction). This study provides franchisors and practitioners planning to extend their franchising business with some practical knowledge.

Synthesis of O-(3-[18F]Fluoropropyl)-L-tyrosine (L-[18F]FPT) and Its Biological Evaluation in 9L Tumor Bearing Rat

  • Moon, Byung-Seok;Kim, Sang-Wook;Lee, Tae-Sup;Ahn, Soon-Hyuk;Lee, Kyo-Chul;An, Gwang-Il;Yang, Seung-Dae;Chi, Dae-Yoon;Choi, Chang-Woon;Lim, Sang-Moo;Chun, Kwon-Soo
    • Bulletin of the Korean Chemical Society
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    • v.26 no.1
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    • pp.91-96
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    • 2005
  • O-(3-[$^{18}$F]Fluoropropyl)-L-tyrosine (L-[$^{18}$F]FPT) was synthesized by nucleophilic radiofluorination followed by acidic hydrolysis of protective groups and evaluated with 9 L tumor bearing rat. L-[$^{18}$F]FPT is an homologue of O-(2-[$^{18}$F]fluoroethyl)-L-tyrosine (L-[$^{18}$F]FET) which recently is studied as a tracer for tumor imaging using positron emission tomography (PET). [$^{18}$F]FPT was directly prepared from the precursor of O-(3-ptoluenesulfonyloxypropyl)- N-(tert-butoxycarbonyl)-L-tyrosine methyl ester. FPT-PET image was obtained at 60 min in 9 L tumor bearing rats. The radiochemical yield of [$^{18}$F]FPT was 0-45% (decay corrected) and the radiochemical purity was more than 95% after HPLC purification. The total time elapsed for the synthesis of [$^{18}$F]FPT was 100 min from EOB (End-of-bombardment). A comparison of uptake studies between [$^{18}$F]FPT and [$^{18}$F]FET was performed. In biodistribution, [$^{18}$F]FPT showed similar pattern with [$^{18}$F]FET in various tissues, but [$^{18}$F]FPT showed low uptake in brain. Furthermore, [$^{18}$F]FPT showed higher tumor-to-brain ratio than [$^{18}$F]FET. In conclusion, [$^{18}$F]FPT seems to be more useful amino acid tracer than [$^{18}$F]FET for brain tumors imaging with PET.

A Study on Anxiety in College Students (불안척도에 의한 대학생의 정신건강 평가)

  • Park, Byung-Tak;Lee, Jong-Bum;Cheung, Sung-Douk;Chung, Jong-Hak
    • Journal of Yeungnam Medical Science
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    • v.2 no.1
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    • pp.113-122
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    • 1985
  • The authors studied anxiety, using Zung's Self-Rating Anxiety Scale (SAS), in the subjects of 3,893 male and 1,976 female college students of Yeungnam University. The authors collected the reports of SAS during the periods from October to November, 1984, and applied ANOVA and t-test on the anxiety scores in order to compare them between various psychosocial factors, and sexes. The results could be summarized as follows: There was significant difference in the mean averages of total anxiety score's between male and female students ; male students scored $36.92{\pm}7.07$, female students scored $39.63{\pm}7.51$, p<0.001. The anxiety scores relating to the items of sweating, apprehension, restlessness, insommia, dyspnea were relatively higher in both groups. The anxiety scores in the items of paresthesias, mental disintegration, tremors, faintness, dizziness were lower in both groups. Two hundred and one male students (5.2%) showed seriously high anxiety scores of 50 or higher, while 201 female students (10.2%) showed the same scores. So the authors inferred that the features of anxiety symptoms were much the same in our country, but females showed more various symptoms and higher level of anxiety than males. In a comparison between male students in different school grades, freshmen showed the highest level of anxiety scores and as the grades of the students became higher, the levels of anxiety scores were lower. The female students who resided in dormitory or other residences, and whose educational fees were paid by brothers or sisters, showed higher level of anxiety scores. There was a strong tendency toward higher anxiety scores in the students who were dissatisfied with their colleges or departments, and who had pessimistic views of self image in the past, present, or future, in both groups.

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A Classification of Korean Traditional Materials Focused on Visual Texture (시각적 질감을 중심으로 한 한국 전통소재의 체계적 분류)

  • 박영순;김영인;이현주;신인호;최선미;최희승
    • Archives of design research
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    • v.14 no.2
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    • pp.197-207
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    • 2001
  • A designed object reveals its meaning and image through form, color and material. Among these three elements, material has more powerful influence with its tactile and visual characteristics. In Korea, traditionally materials itself were mainly used to design artifacts rather than various color or formal decoration. The purpose of this study is to investigate the Korean traditional materials, and to classify them by the characteristics of their texture. For this study, the pictures of Korean traditional artifacts were collected from the national museums and literature. Those are architectural and interior elements, furniture, cloths and textiles, arts and crafts. Total of 533 collected artifacts were classified into seven categories, metal, day, stone, paper, wood, straw, fabric things. : 59 metal things, 115 clay things, 62 stone things, 73 paper things, 80 wood things, 47 straw things, 97 fabric things. Each materials were classified into its forming methods and surface treatment focused on the he characteristics of their surface texture. Throughout this study, the uniqueness of forming method and surface treatment of each materials in Korea has been clarified. And furthermore the classification by this various traditional methods of materials will provide plentiful information and ideas to today's designers of the world.

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The Relationship between Temperature Patterns and Urban Morfometri in the Jakarta City, Indonesia

  • Maru, Rosmini;Ahmad, Shaharuddin
    • Asian Journal of Atmospheric Environment
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    • v.9 no.2
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    • pp.128-136
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    • 2015
  • Sky View Factor (SVF) is one of the urban morfometri parameters that impact on the Urban Heat Island (UHI). SVF analisys was conducted in the city of Jakarta to investigate the relationship between urban temperature with urban morfometri. Jakarta City is the most populous city in the world that has a surrounding area $66,152km^2$ and the total population around 23 million people. The population of the city is the sixth highest in the world today. SVF measurements done by taking pictures at the six stations that have different morphological characteristics namely (1) the narrow streets Apartment Cempaka Mas (JS ITC), (2) the width of the road Apartment Cempaka Mas (JL ITC), (3) in front of Colleges Kanisius (DKK), (4) in front of office Journalist of Indonesia (DKWI), (5) Utan Kayu (UK), and (6) Tambun (TB). SVF value is obtained from the photgraphic image. Taking pictures at the location using a Nikon D90 camera with a Nikon Fisheye Nikkor 10.5 mm 1 : 2.8 G ED, further processed through a global mapper program. Therefore, the SVF derived from the six stations that vary 0.21 to 0.78. Temperature measurement is done during daylight hours from 06:00 am to 18:00 pm during the Western Part of Indonesia (WIB). Measurements performed at three different times, namely working days (HK) regular holidays (HCB) national holidays (HCN). The results showed that the highest average temperature of $33.32^{\circ}C$, occurring at UK station (SVF=0.45) at the time of HCB. Meanwhile, the average low temperature of $31.22^{\circ}C$ occurred at JLITC station (SVF=0.42). The two-time occurred on ordinary holidays. Maximum temperature of $38.4^{\circ}C$ occurred in Utan Kayu station (SFV=0.45) that occurred at 11.00 hrs, normal holidays. Furthermore minimum temperature 24.5 occurred at Tambun station (SVF=0.78) at 06.00 hrs in the morning at the usual holidays and national holidays. In general, the results showed that areas with large SVF has a lower temperature compared with areas with smaller SVF. Though, are not the only factors that matter, but this research may show that an increase in temperature in the city of Jakarta. Therefore, it is necessary to mitigate the serious from the government or society.

Effective Radiologic Doses and Lifetime Attributable Risks in Patients with Trauma Critical Pathway Activation (중증외상환자의 전산화단층촬영 및 중재술에 의한 방사선 유효선량 및 생애 귀속위험도)

  • Lee, Wonhyo;Kong, Taeyoung;Kim, Seunghwan;You, Je Sung;Park, Yoo Seok;Lee, Jae Gil;Chung, Sung Phil
    • Journal of Trauma and Injury
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    • v.26 no.3
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    • pp.198-206
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    • 2013
  • Purpose: This study was performed to calculate and analyze the effective radiation doses from computed tomography (CT) and radiologic intervention in patients in the emergency department (ED) with trauma critical pathway (CP) activation and further to estimate the lifetime attributable risks (LARs) for the incidence of and mortality from cancers induced by the radiation dose. Methods: Through a retrospective electrical chart review of 104 injured patients who trauma critical pathway were activated from November 2012 to March 2013, we calculated effective radiologic doses by taking the product of the dose-linear product of the scan and the conversion coefficient. After a determination of the image results, we divided the patients into two groups, negative or positive, and calculated the effective dose for each group. With these results, we estimated the LARs for the incidence of and the mortality from cancers by using the table in the Biologic Effects of Ionizing Radiation (BEIR)-VII report. Results: A total of 76 patients were enrolled. The mean age was $49.0{\pm}8.5$ years. The mean injury severity score (ISS) was $12.7{\pm}8.4$. The cumulative effective dose (CED) for individual patients varied from 2.8 mSv to 238.8 mSv, and the mean was $47.6{\pm}39.9$ mSv. The CED in patients with an $ISS{\geq}16$($63.2{\pm}26.6$ mSv) was higher than that of patients whose ISS<16($33.5{\pm}23.1$ mSv) (p<0.001). The CED in patients who were treated with surgery or intervention($69.0{\pm}45.2$ mSv) was higher than that of patients who were treated conservatively($33.6{\pm}22.4$ mSv) (p<0.001). The LARs for cancer incidence and mortality were $328.5{\pm}308.6$ and $189.0{\pm}159.3$ per 100,000 people, respectively. Conclusion: The CED and the LAR for trauma CP-activated patients in the ED were significant, so efforts should be made to decrease the effective dose received by severely injured patients.

Determination of 3D Object Coordinates from Overlapping Omni-directional Images Acquired by a Mobile Mapping System (모바일매핑시스템으로 취득한 중첩 전방위 영상으로부터 3차원 객체좌표의 결정)

  • Oh, Tae-Wan;Lee, Im-Pyeong
    • Journal of the Korean Society of Surveying, Geodesy, Photogrammetry and Cartography
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    • v.28 no.3
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    • pp.305-315
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    • 2010
  • This research aims to develop a method to determine the 3D coordinates of an object point from overlapping omni-directional images acquired by a ground mobile mapping system and assess their accuracies. In the proposed method, we first define an individual coordinate system on each sensor and the object space and determine the geometric relationships between the systems. Based on these systems and their relationships, we derive a straight line of the corresponding object point candidates for a point of an omni-directional image, and determine the 3D coordinates of the object point by intersecting a pair of straight lines derived from a pair of matched points. We have compared the object coordinates determined through the proposed method with those measured by GPS and a total station for the accuracy assessment and analysis. According to the experimental results, with the appropriate length of baseline and mutual positions between cameras and objects, we can determine the relative coordinates of the object point with the accuracy of several centimeters. The accuracy of the absolute coordinates is ranged from several centimeters to 1 m due to systematic errors. In the future, we plan to improve the accuracy of absolute coordinates by determining more precisely the relationship between the camera and GPS/INS coordinates and performing the calibration of the omni-directional camera

Estimation of spatial evapotranspiration using Terra MODIS satellite image and SEBAL model in mixed forest and rice paddy area (SEBAL 모형과 Terra MODIS 영상을 이용한 혼효림, 논 지역에서의 공간증발산량 산정 연구)

  • Lee, Yong Gwan;Jung, Chung Gil;Ahn, So Ra;Kim, Seong Joon
    • Journal of Korea Water Resources Association
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    • v.49 no.3
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    • pp.227-239
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    • 2016
  • This study is to estimate Surface Energy Balance Algorithm for Land (SEBAL) daily spatial evapotranspiration (ET) comparing with eddy covariance flux tower ET in Seolmacheon mixed forest (SMK) and Cheongmicheon rice paddy (CFK). The SEBAL input data of Albedo, Land Surface Temperature (LST), Normalized Difference Vegetation Index (NDVI) from Terra MODIS products and the meteorological data of wind speed, and solar radiation were prepared for 2 years (2012-2013). For the annual average flux tower ET of 302.8 mm in SMK and 482.0 mm in CFK, the SEBAL ETs were 183.3 mm and 371.5 mm respectively. The determination coefficients ($R^2$) of SEBAL ET versus flux tower ET for total periods were 0.54 in SMK and 0.79 in CFK respectively. The main reason of SEBAL ET underestimation for both sites was from the determination of hot pixel and cold pixel of the day and affected to the overestimation of sensible heat flux.

The Study of Grashey Method Viewing the Glenohumeral(shoulder) Joint (어깨관절의 접시오목을 나타내는 Grashey법에 대한 연구)

  • Lee, Jaeseob;Kim, Youngjae
    • Journal of the Korean Society of Radiology
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    • v.9 no.6
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    • pp.331-335
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    • 2015
  • Consideration of Glenohumeral joint's image with the Changed Body angle of the Glenohumeral joint's Oblique Position in Erect Position. Glenohumeral joint's of Grashey method is a shoulder oblique method available to view the shoulder joint. Grashey method projects AP view of the Glenohumeral joint's so that the Humerus head's subluxation or joint degeneration can be easily visualized. However in this view, the patients, erect position, have to keep their body obliquely. Oblique position is will be needed to get the good quality Glenohumeral joint's view. Therefore, we thought of examining a method which shows the Glenohumeral joint's well by angling the patient one side upward in erect position. For this study, total 20 subject with no history of neurological or psychiatric illness, were recruited for examinations. They consisted of 13 mails and 7 femails, Statistic group analysis was performed with ANOVA test. Score of the evaluation of the expects were $30^{\circ}$ at $0.40{\pm}0.499$, $35^{\circ}$ at $1.34{\pm}0.657$, $40^{\circ}$ at $1.84{\pm}0.573$, $45^{\circ}$ at $0.76{\pm}0.649$, and they were significant(P<0.05). The degree of $40^{\circ}$ views were shown to yield good quality shoulder oblique images.