정보서비스품질이 고객로열티에 미치는 영향에 관한 연구: 고객관계관리 관점

김형수,김승하,김영걸,Kim, Hyung-Su,Gim, Seung-Ha,Kim, Young-Gul 한국경영정보학회 2008 Asia Pacific Journal of Information Systems Vol.18 No.1

As managing customer relationship gets more important, companies are strengthening information service using multi-channels to their customers as a part of their customer relationship management (CRM) initiatives. It means companies are now accepting such information services not as simple information -delivering tools, but as strategic initiatives for acquiring and maintaining customer loyalty. In this paper, we attempt to validate whether or not such various information services would impact on organizational performance in terms of CRM strategy. More specifically, our research objective is to answer the next three questions: first, how to construct the instruments to measure not information quality but information service quality?; second, which attributes of information service quality can influence corporate image and customer loyalty?; finally, does each information service type have unique characteristics compared with others in terms of influencing corporate image and customer loyalty? With respect to providing answers to those questions, the previous studies had been limited in that those studies failed to consider the variety of types of information service or restricted the quality of information service to information quality. An appropriate research model answering the above questions should consider the fact that most companies are utilizing multi channels for their information services, and include the recent strategic information service such as customer online community. Moreover, since corporate information service could be regarded as a type of products or services delivered to customer, it is necessary to adopt the criteria for assessing customer's perceived value when to measure the quality of information service. Therefore, considering both multi-channels and multi-traits may enable us to tell the detailed causal routes showing which quality attributes of which information service would affect corporate image and customer loyalty. As information service channels, we include not only homepage and DM (direct mail), which are the most frequently applied information service channels, but also online community, which is getting more strategic importance in recent years. With respect to information service quality, we abstract information quality, convenience of information service, and timeliness of information service through a wide range of relevant literature reviews. As our dependant variables, we consider corporate image and customer loyalty that both of them are the critical determinants of organizational performance, and also attempt to grasp the relationship between the two constructs. We conducted a huge online survey at the homepage of one of representative dairy companies in Korea, and gathered 367 valid samples from 407 customers. The reliability and validity of our measurements were tested by using Cronbach's alpha coefficient and principal factor analysis respectively, and seven hypotheses were tested through performing correlation test and multiple regression analysis. The results from data analysis demonstrated that timeliness and convenience of homepage have positive effects on both corporate image and customer loyalty. In terms of DM, its' information quality was represented to influence both corporate image and customer loyalty, but we found its' convenience have a positive effect only on corporate image. With respect to online community, we found its timeliness contribute significantly both to corporate image and customer loyalty. Finally, as we expected, corporate image was revealed to provide a great influence to customer loyalty. This paper provides several academic and practical implications. Firstly, we think our research reinforces CRM literatures by developing the instruments for measuring information service quality. The previous relevant studies have mainly depended on the measurements of information quality or service quality which were developed independently. Secondly, the fact

AHP 기법을 활용한 CRM 평가요소의 상대적 중요도 분석

김형수,박찬욱,Kim, Hyung-Su,Park, Chan-Wook 한국CRM학회 2006 CRM연구 Vol.1 No.1

고객관계관리(CRM)의 전략적 중요성이 증대함에 따라 CRM에 대한 성과평가가 최근 중요한 이슈로 등장하고 있다. 본 연구에서는 CRM 성과평가를 위한 개념적인 모델을 제시하고, 모델 내에 포함된 평가 관점과 평가요소들간의 상대적 중요도를 분석하여 전략적 우선순위를 제시하였다. 성공적인 CRM 전략 수행을 위해 필요한 성공요인들을 광범위한 문헌연구와 각 계의 CRM 전문가들과의 인터뷰를 통해 도출하고, CRM 성과평가를 위한 네 가지 평가 관점으로 분류하였다. 그리고, 28명의 CRM 전문가들에게 평가 항목들에 대한 이원비교 설문을 실시하였고, AHP 기법을 이용하여 평가 항목들간의 가중치를 산출하였다. AHP 분석 결과, 평가 관점들간의 상대적 중요도는 고객 관점, 재무적 성과 관점, 프로세스 관점, 그리고 인프라 관점 순으로 나타났고, 평가 요소들 간의 상대적 중요도는 재무적 성과 관점에서 고객 순자산 가치 (customer equity)가, 고객 관점에서는 고객 충성도(loyalty)가, CRM 프로세스 관점에서는 고객 관계 강화(expansion)가, 그리고 인프라 관점에서는 최고경영자의 태도와 CRM 목표의 명확성이 비슷한 수준으로 가장 중요한 요소임이 확인되었다. As customer relationship management (CRM) has been increasingly adopted by corporations as a core business strategy, measuring performance of CRM is becoming an important managerial issue recently. In this study, we present a conceptual framework formeasuring CRM performance, and provide strategic priorities among the diagnostic perspectives and factors involved in the framework by analyzing their comparative weights. We first derived critical success factors of CRM from an extensive literature review and in-depth interviews with industrial and academic CRM experts, and categorized them into one of four different diagnostic perspectives. Then, we asked a group of CRM experts to evaluate each set of diagnostic factors in a pairwise fashion with respect to each perspective, computing their comparative weights by using the Analytic Hierarchy Process (AHP) technique. In terms of diagnostic perspectives, this study shows that customer perspective was the most critical perspective, whereas infrastructure was the least weighted perspective. The result also discloses that explicit goal and top management's attitude, expanding customer relationship, strengthening customer loyalty, and enhancing customer equity are the most important factors in infrastructure, CRM process, customer, and organizational performance perspective, respectively.

논문 : 「권중화개국원종공신록권」에 대한 일검토 : 權仲和開國原從功臣錄券

金炯秀 한국중세사학회 2004 한국중세사연구 Vol.0 No.16

The purpose of this study is to present "Kwon Jung-Hwa's Merit Subject Document for the Foundation of Joseon Dynasty"(權仲和原從功臣錄券) which was included in "Yung-Ga-Se-Go" (永嘉世稿) edited by Lip-Up-Chung-Sa(立嚴精舍) and compare the characteristics of the Merit Subject Document with those of other merit subjects. The Merit Subject Document(功臣錄券) is a secondary record selected for a collection of writings. In addition, the original form of the Document was damaged because considerable parts of the Document were left out in the process of picking out the contents regarding Kwon, Jung-Hwa. Only 53 lines of the Document currently remain with loss of 118 lines and 11 figures are identified on the Document, which indicates the lowest number among other existing merit subject documents. However, merit subjects selected on the Document were officially most highly ranked figures who haven't been found on the other merit subject documents. The figures kept officially high positions at the end of Goryeo Dynasty and didn't actively involve in Lee, Seong-Gye's political revolution except Cho, Hi-Go(趙希古) and Sim, Deog-Boo(沈德符). Most of the figures were highly regarded as respectable senior subjects at that time. The content of reward for the merit subjects of the Document includes thirty kyeols(結) of land and three servants, which is comparable to the reward for figures recorded on "Jeong, Jin's(鄭津) Merit Subject Document". While the principle of reward identified on "Jeong, Jin's Merit Subject Document" took on the standard for Yun, Bang- Kyeong(尹邦慶), the principle of reward on "Kwon, Jung- Hwa's Merit Subject Document" applied the standard for Kim, Lip Kveon(金立堅). As a result, "Kwon, Jung-Hwa's Merit Subject Document" is invaluable for exhibiting an example of merit subject document for the foundation of Joseon Dynasty.

공막두르기 시행 후 발생한 안허혈 2예

김형수,강경복,임원일,이은구,Hyung-Su Kim,Kyeong-Bok Kang,Won-IL Rhim,Eun-Koo Lee 대한안과학회 2007 대한안과학회지 Vol.48 No.8

Purpose: To report two cases of ocular ischemia following scleral encircling. Methods: A 21-year-old man with glaucoma and a 76-year-old woman without any medical problem were transferred to our department for surgery to treat retinal detachment. After retrobulbar anesthesia and limbal peritomy of conjunctiva, the 4-rectus muscles were isolated. Scleral encircling was performed with No. a 42 band (4.0 mm in width) after cryotherapy done completely around retinal tear. Results: Following surgery, One patient experienced ophthalmic artery occlusion and while the other patient experienced central retinal artery occlusion. Vision was not restored in either cases despite IV injection of 250 ml of 15% mannitol solution and anterior chamber paracentesis. Conclusions: In the cases where patients are of old age or suffer from glaucoma, we strongly recommend that the surgeons perform the scleral encircling carefully.

소아 기관지 천식과 부비동염에서 면역 반응의 비교

김형수 ( Hyung Su Kim ),이주희 ( Ju Hee Lee ),윤현진 ( Hyun Jin Yun ),김병권 ( Byoung Gwon Kim ),정진아 ( Jin A Jung ) 대한소아알레르기호흡기학회(구 대한소아알레르기 및 호흡기학회) 2010 소아알레르기 및 호흡기학회지 Vol.20 No.3

목적: 천식과 부비동염은 염증성 반응이라는 동일한 병리학적 현상이 호흡기계 내의 서로 다른 표적기관에서 나타나는 것일 뿐 근본적으로 하나의 연계된 기도질환이라고 알려져 있다. 본 연구에서는 부비동염과 천식 사이의 혈청학적 검사를 통해 주된 면역반응의 차이점과 임상 양상을 비교해 보고자 하였다. 방법: 2005년 3월부터 2008년 2월까지 동아대학교 의료원 소아청소년과와 부산의료원 소아청소년과 알레르기센터를 방문한 118명의 학동기 환자들을 대상으로 말초 혈액 호산구수 총 IgE, 7종 흡입항원 (유럽 집먼지진드기 아메리카 집먼지진드기, Alternaria 바퀴벌레 고양이, 개, 화분) 에 대한 특이 IgE와 IL-4, IFN-γ를 측정하였다. 이들은 부비동염으로 진단된 환자31명 (A군), 천식으로 진단된 환자 36명 (B군), 천식과 부비동염이 병발된 환자 51명(C군)으로 나누어 결과들을 비교하였다. 결과: 말초 혈액 호산구수와 총 IgE는 A군에서 현저하게 낮았다. 흡입항원에 대한 피부 단자 시험의 경우 유럽 집먼지진드기와 아메리카 집먼지진드기에 대한 양성률은 B군과 C군이 비슷하였으나, Alternaria와 개에 대한 양성률은 C군에서 고양이와 화분에 대한 양성률은 B군에서 높게 나왔다. C군에서 임상증상은 골고루 나타나면서 알레르기 비염의 동반률은 B군과 비슷하였으며 기관지 유발 검사 민감도는 높게 나왔다. 혈청IL-4는 C군와 C군이 A군보다 의미있게 높게 나왔으며, (P<0.001) IFN-γ의 경우 A군이 <0.001) C군보다 의미있게 높게 나왔다. 결론: 기관지 천식에서는 Th2 면역반응이 부비동염에서는 Th1 면역반응이 주된 역할을 하지만 두 질환의 동반유무에 따라 면역반응이 다양하게 관찰되어진다. Purpose: Bronchial asthma and sinusitis have been grouped together and classified as one airway-related disease, with the same underlying inflammatory etiology. Through serological examination,we ascertained a difference in the immune response between bronchial asthma and sinusitis.Methods: We measured the peripheral blood eosinophil count, total IgE and specific IgE to 7aeroallergens ( Dermatophagoides pteronyssinus, Dermatophagoides farinae, Alternaria, cockroach,cat, dog and pollen), and interleukin (IL)-4 and interferon (IFN)- of 118 school aged patients γ-who visited Dong A University Medical Center and Busan Medical Center from March 2005 to February 2008. We divided these patients into 31 diagnosed with sinusitis (Group A), 36 diagnosed with bronchial asthma (Group B), and 51 diagnosed with both sinusitis and asthma (Group C).Results: The peripheral blood eosinophil count and total IgE were markedly lower in group A. Dermatophagoides pteryonyssinus and Dermatophagoides farinaehad higher sensitization rates than other aeroallergens in groups B and C. The sensitization rates to Alternaria and dog were higher in group C than in group B, and the sensitization rates to cat and pollen were higher in group B than in group C. In group C, clinical symptoms occurred evenly and allergic rhinitis was concurrent, similar to group B; however, the sensitivity of the bronchial provocation test was higher than in group B. Serum IL 4 in group B and C were significantly higher than in group A (P<0.001), and serum IFN was significantly higher in group A than in group C (P<0.027).Conclusion : Bronchial asthma was primarily related to IL-4 and Th2 cytokines, while sinusitis was primarily related to IFN and Th1 cytokines. According to the degree of ssociation between the 2 diseases, various immune responses were observed.

해양경계획선 알고리즘에 관한 연구

김형수(Kim, Hyung-Su),김병국(Kim, Byung-Guk),김해명(Jin Hai-Ming) 한국측량학회 2005 한국측량학회지 Vol.23 No.2

충선왕의 복위와 복위교서의 성격

김형수(Kim Hyung Su) 대구사학회 1998 대구사학 Vol.56 No.1

N/A

전사적 CRM 전략의 진단 및 평가 방법론 개발

김형수(Hyung-Su Kim),정한근(Han Geun Jeong) 한국경영과학회 2012 한국경영과학회지 Vol.37 No.3

As Customer Relationship Management (CRM) strategy is becoming a core competence more recently, many companies want a reliable CRM assessment system which enables measuring and diagnosing corporate customer strategies for building an optimized CRM strategy. However, there has been short of researches on developing the CRM diagnosis methodology that is directly applicable to real practices. Drawing upon the theoretical framework of CRM scorecard, we developed and suggested a corporate CRM diagnosis methodology that can systematically understand and assess the corporate CRM capability and performance, guiding their future directions. Companies can search the important but weak areas among various CRM strategy subjects through the proposed diagnostic procedures. This framework has a hierarchical structure that has four evaluative domains each of which has several evaluative subjects consisting of many evaluative themes: the score of upper factor is the weighted average of its subordinate factor scores. And the score of each evaluative theme is the weighted average of quantitative and qualitative evaluative indexes. Quantitative indexes are calculated by analyzing customer and sales data and qualitative ones are derived from survey data. Each evaluative index has more than one measure and its score can be derived from its own formula consisting of the measures. To prove the concept, we applied this framework to a real company and concluded that it might be appropriate to understand the corporate CRM strategy situation, find the pain points, and resolve them for better CRM implementation.

신경 회로망을 이용한 차량 번호판 인식

김형수(Hyung-Su Kim),이경호(Kyung-Ho Lee),양형규(Hyung-Kyu Yang),원동호(Dong-Ho Won) 한국정보과학회 1991 한국정보과학회 학술발표논문집 Vol.18 No.2

본 논문에서는 차량의 전면부를 카메라로 입력하여 번호판 영역을 추출하고 전처리 단계를 거쳐 인식하였다. 특히 자연화상을 인식하기 쉬운 이진영상으로 자동적으로 전환하였으며, 번호판 영역을 추출하는데 있어서는 번호판의 특징을 이용하여 추출함으로써 이진 Data의 영향을 많이 받는 Hough Transform의 직선검출 방식보다 정확하고 처리시간을 줄일 수 있었고, 세선화 과정과 특징점 추출, 인식 단계에서는 신경 회로망으로 구현하여 인식율을 높일 수 있었다. 영상 입력장치로는 DT-2853, 신경 회로망의 학습은 Sun4/370 워크스테이션을 사용하였고 전체적인 구현은 DOS 환경하에 IBM PC 386/DX를 이용하였다.

Adaboost를 이용한 얼굴 추적 알고리즘의 학습능력 향상에 관한 고찰

김형수(Hyung-Su Kim),서상구(Sang-Gu Seo),이자용(Ja-Yong Lee),강훈(Hoon Kang) 대한전자공학회 2007 대한전자공학회 학술대회 Vol.2007 No.7

Viola와 Jones의 Discrete-AdaBoost를 이용한 얼굴추적 알고리즘은 빠른 얼굴 검출 속도와 뛰어난 성능으로 인해 최근 여러 분야에서 널리 사용되고 있는 알고리즘 중의 하나이다. 하지만 얼굴 추적을 수행하기 위한 선행 작업인 학습과 얼굴 데이터베이스를 수집하는 과정이 매우 복잡하고 오랜 시간이 걸린다는 단점이 있다. 본 논문에서는 기존의 AdaBoost보다 적은 학습만으로도 비슷한 성능을 얻을 수 있다고 평가 받는 Gentle-AdaBoost와 Real-AdaBoost, 그리고 Modest-AdaBoost를 비교 분석하고 최종적으로 얼굴추적 알고리즘에 가장 적합한 AdaBoost알고리즘을 제시하고자 한다.