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이동통신 서비스 품질요인들이 고객만족도 및 향후 구매의도에 미치는 영향력 분석
최용길 한국상업교육학회 2007 상업교육연구 Vol.15 No.-
본 연구는 이동통신서비스의 품질이 고객만족도 및 향후 서비스 이용의도에 미치는 영향을 연구하였다. 이를 위해서 이동통신의 재화적인 특성을 고려하여 제품품질, 프로세스 품질, 요금, 이미지를 포함하는 품질측정 도구를 설계하였다. 이들 품질요소들이 이동통신 서비스의 고객만족도와 향후 이용의도에 대한 영향을 구조방정식의 모형을 수립하여 측정하였다. 분석결과에 의하면 고객우대제도 요인은 내생변수에 영향을 미치지 못하고, 나머지 영향요인들 중에는 기업 및 브랜드 이미지, 부가서비스, 요금, 통화품질, 고객센터 서비스, 단말기의 순으로 영향력이 크게 있는 것으로 나타났다. 이 같은 결과를 이용하여 이동통신사업자는 자사의 강점과 약점을 파악하고, 보다 효과적인 고객만족 전략을 수립 할 수 있을 것으로 본다. This study examined the effect of service quality on customer satisfaction and willingness to purchase in the mobile telecommunication industry. For this purpose a quality measurement tool was developed for the mobile telecommunication service, which encompasses the unique characteristics of the service. For the analysis, a structural equation model was used that relates those quality factors with the exogenous variables of customer satisfaction and willingness to purchase. The results are that all the quality factors but customer complimentary programs do have statistically significant effects and the orders of their importance are company/brand image, additional services, fee, communication quality, after-service center quality, and phone set. These results could be helpful for the firms to identify their strengths and weakness and establish more effective customer satisfaction strategy.
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고효율 압전 트랜스포머용 PSN-PMN-PZT 조성 설계
최용길,어순철,윤만순,Choi Yong-Gil,Ur Soon-Chul,Yoon Man-Soon 한국재료학회 2005 한국재료학회지 Vol.15 No.12
In order to enhance energy efficiency in high electric conversion devices such as Power transformers, which need to have high power properties, an alloy design approach in $Pb(Zr,Ti)O_3(PZT)$ base ceramic system was attempted $0.03Pb(Sb_{0.5}Nb_{0.5})O_3-0.03Pb(Mn_{1/3}Nb_{2/3})O_3-(0.94-x)PbTiO_3-xPbZrO_3$[PSN-PMN- PZT] ceramics were synthesized by conventional bulk ceramic processing technique. To improve power properties, the various Zr/Ti ratio was varied ]lear their morphotropic phase boundary (MPB) composition of PSN-PMN-PZT system and their effects on subsequent piezoelectric and dielectric properties for the transformer application at high power were systematically investigated using an impedance analyzer. Microstructure and phase information were characterized using X-ray diffractometer (XRD), a scanning electron microscope (SEM) and others. When the Zr/Ti ratio was 0.415/0.465, the value of $Q_m\;and\;k_p$ were shown to reach to the maximum, indicating that this alloy design can be a feasible composition :or high power transformer.
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최용길,최선구,박종원 한국상업교육학회 2008 상업교육연구 Vol.19 No.-
본 연구는 BSC 모델의 학습 및 성장, 내부프로세스, 고객, 재무 관점의 네 가지 성과측정지표들 로 구체화 하였다. 그리고 기업성과측정에 대한 연구결과들을 분석하여 네 가지 성과측정치들간의 인과관계를 연구모델로 설정하였다. 설문조사하여 자료를 분석한 연구결과를 살펴보면, 학습 및 성장성과는 내부프로세스성과, 고객 성과, 재무성과에 직접적인 영향을 미치는 것으로 나타났다. 그리고 고객성과는 재무성과에 영향을 미치는 것으로 나타났다. 또한 학습 및 성장성과의 의사소통 요인은 내부프로세스성과, 고객성과, 재무성과 등 전체적인 기업성과에 영향을 미치는 것으로 조사되었다. 그리고 직무만족 요인은 재무 성과에 영향을 미치는 것으로 조사되었다. 이런 연구결과는 기업성과간의 인과관계를 확인하고, 중소기업의 성과측정시스템에 대한 실증적 인 모델을 제시한 것이다. 또한 중소기업이 기업성과를 향상시키기 위해서 역량을 집중해야 할 특 정 요인을 찾아 확인한 것이다. This study is to verify the existence of relationships through empirical investigation, and the analyzed results are embodied into four performance measures: learning and growth, internal process, customer, financial perspectives of BSC model. By congregating the results of studies for this each performance measures, the framework of this research model is constructed with casual relationships. Also, data were collected from the questionnaires that is surveyed through korean small firms. As the results of this study, learning and growth performance affect directly to internal process performance, customer performance, financial performance, and customer performance affects to financial performance. It is also investigated that communications factor of learning and growth performance measures affect to overall business performance, and job satisfaction factor affect to financial performance. The implications of this study are to examine the relationships between several performance measures and business performance measure, to suggest the empirical performance measurement model of korean small firms, and finally to find the critical factors for business performance.
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최용길 한국인터넷전자상거래학회 2006 인터넷전자상거래연구 Vol.6 No.2
…As the use of the Internet has been increasing rapidly in recent days and the size of electronic commerce has been increasing at a fast speed, we are entering an era of a new concept e-Business. However, since the accompanying risk in e-Business can go beyond predictability and could cause enormous losses, we seek the methods in which we can recognize such risk, actively manage it and distribute it, and by doing it, prevent conflicts and solve them if such conflicts cannot be avoided. Accordingly, with respect to the contents relating to risk management (distribution), there is a need to newly create clauses in the E-commerce Basic Act that deal with the responsibilities of the participants and state each of the responsibilities discussed. Dealing increasing conflicts relating to e-Business, after they occur, would result in enormous economic and manpower losses, the best way is to prevent them before they occur. One must come up with much more rational and fixed contract conditions, and correct and strengthen them to fit the e-Business reality. In the case of e-Business, since its scope influence is very broad and there is a great possibility of conflict with the overall law and institution, for there are diverse interested parties, there is a need for versatility in dealing with unexpected conflicts flexibly. Because there have not been clear conflict resolution processes with respect to conflicts relating to e-Business, the costs to resolve conflicts are very high and the time it takes to resolve them is long. If the price of the object and the amount of claim for damages are with a certain fixed range, it is desirable to resolve conflicts by using mediation or arbitration methods through a specialized e-commerce conflict resolution agency, rather than resolving them through litigation. In such case, the contract should have clear conflict resolution clauses so that conflicts can be resolved efficiently
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