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경남 6차산업 우수상품 안테나숍에 대한 연도별 만족도 분석과 전략 연구
백창화(Baek, Chang Hwa),손은일(Son, Eun Il) 글로벌경영학회 2021 글로벌경영학회지 Vol.18 No.3
본 연구는 안테나숍의 매장, 직원, 상품에 대한 소비자 만족도를 조사하고 이에 대한 실태를 분석하여 안테나숍의 현황을 파악하였다. 소비자 만족도를 연도별로 비교·분석하여 6차 산업의 안테나숍에 대한 소비자 만족도의 변화를 이해하고 이를 기반으로 만족도를 증가시킬 수 있는 전략을 도출하였다. 이번 연구를 위해 설문조사가 진행되었고 오프라인 설문으로 진행되었으며 조사원 2명을 선정하여 설문조사의 절차와 방법을 교육하였다. 그리고 경남 6차산업 우수상품 안테나숍 매장을 방문한 소비자 200명을 매년 분기별로 무작위로 선정하여 진행되었다. 이번 연구의 설문기간은 2018년~2020년에 진행된 분기별 설문조사 중 유효표본 수가 많은 기간의 자료를 선정하였다. 경남의 6차산업 우수상품을 진열하고 판매하는 안테나숍 매장을 방문한 소비자의 만족도에 대한 연도별 차이 분석을 실시하였다. 연도별로 2018년, 2019년, 2020년의 3개 집단 간에 평균 차이가 있는지 확인하기 위하여 이에 대한 유의성을 검증할 때 사용하는 분산분석(ANOVA; ANalysis Of VAriance)을 활용하였다. 이번 연구는 경남에 위치한 안테나숍을 대상으로 소비자의 만족도를 설문으로 조사하여 연도별로 차이가 있는 지 분석하였고, 이에 대한 개선 전략을 도출하여 활용하면 소비자 만족도를 높일 수 있다. 이를 바탕으로 소비자 만족도의 설문조사 문항과 방법 등을 개선하는 것이 필요하다. 그리고 소비자의 만족도를 높이기 위한 안테나숍의 매장, 직원, 상품에 대한 개선 방안과 전략 수립에 도움을 줄 것이다. The purpose of this study is to investigate customer satisfaction with stores, employees, and products of antenna shops. And it is to understand the status of the antenna shop by analyzing the related status. In addition, by comparing and analyzing customer satisfaction by year, changes in customer satisfaction with antenna shops are identified. Based on this, a strategy that can increase satisfaction is derived. It can help related organizations or companies by providing various information that can increase customer satisfaction and revitalization of antenna shops based on the 6th industry.
백창화 ( Baek Chang Hwa ),손은일 ( Son Eun Il ),임성욱 ( Lim Sung Uk ) 한국품질경영학회 2018 품질경영학회지 Vol.46 No.2
Purpose: The purpose of this study is to investigate the current situation and problems of the existing government support policy and 6th industry. In order to solve these problems and to create innovative values and welfare for farming and fishing villages in the future, we suggest implications for policy and support of 6th industry and propose appropriate government policy support. Methods: As a research method, we analyzed the relative importance and urgency of each item based on problems, implications, and suggestions about policy and support of 6th industry. Results: The results of this study were based on the relative basis of potential factors for each item, and prioritized items were selected and strategies for each category were derived. Conclusion: Further research is needed on specific measures and detailed procedures to ensure that policies and support are practically applied to items of relatively high importance and urgency and high priority.
인공지능서비스의 품질평가방법을 이용한 인공지능 스피커의 사용자 만족도 사례연구
백창화(Baek, Chang Hwa) 한국서비스경영학회 2020 서비스경영학회지 Vol.21 No.5
This study is to confirm whether the quality evaluation items of artificial intelligence services correctly evaluate customer satisfaction. And it is to check whether these evaluation items can produce useful meaning. This was verified by conducting a survey targeting users of commonly used artificial intelligence speakers. For the calculated results, t-test and ANOVA analysis were performed to analyze differences in quality evaluation items by gender, age, and brand. It is possible to receive recommendations for customized services that fit the individuality of consumers, and companies can use them to develop artificial intelligence services. It can be applied to various artificial intelligence service fields in the future.
중요도-만족도 분석을 활용한 인공지능 기반의 서비스 전략 연구
백창화(Baek, Chang Hwa) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.2
The purpose of this study is to analyze satisfaction and importance for the service quality evaluation of new artificial intelligence based on the case of artificial intelligence speaker. And it is to derive and propose an appropriate service strategy for artificial intelligence speakers by using the importance-satisfaction analysis. These research results will help to establish appropriate strategies for various services based on artificial intelligence.
백창화 ( Baek Chang Hwa ),최재호 ( Choe Jae Ho ),임성욱 ( Lim Sung Uk ) 한국품질경영학회 2017 품질경영학회지 Vol.45 No.4
Purpose: The purpose of this study is to investigate the characteristics and limitations of various R&D processes. And to propose new R&D processes by analyzing the characteristics of the era of the fourth industrial revolution that will lead to innovative changes throughout the industry. Methods: Research method is to analyze the previous research on existing R&D process and draw out implications, and develop a new R&D process model that reflects characteristics of the fourth industrial revolution era. Results: This study analyzes the characteristics and situation of existing R&D process and derives the features of parallel structure and modularity suitable for the 4th industrial revolution era, characterized by super connectivity, super intelligence, super fusion. And propose a R&D process model that can respond flexibly and promptly to various market and customer needs. Conclusion: Suggestions for the development of R&D processes suitable for the fourth industrial revolution era will present new strategies and measures and provide diverse & innovative opportunities.
백창화 ( Baek Chang Hwa ),최재호 ( Choe Jae Ho ),임성욱 ( Lim Sung Uk ) 한국품질경영학회 2018 품질경영학회지 Vol.46 No.3
Purpose: The purpose of this study is to investigate various prior studies on artificial intelligence and to examine the concept and characteristics of various prior studies of existing service quality. And this paper is to study the concept and characteristics of artificial intelligence services and propose suitable quality measurement items. Methods: The research method of this paper is to examine previous research related to existing artificial intelligence and to analyze characteristics related to service quality. Results: This paper examines the concept and characteristics of artificial intelligence service in a new era by examining previous studies related to artificial intelligence and derives quality measurement items. Conclusion: In the future, it is necessary to verify the validity of the quality measurement items of artificial intelligence service. Therefore, it is necessary to elicit and verify the main quality measurement items through the investigation of the expert group.