항공사 CRM을 위한 고객 가치 분석 연구

박학진(Hak Jin Park) 한국항공대학교 경영연구소 2011 산업과 경영 Vol.18 No.1

The market of air transport industry has changed rapidly during the past decade. The airlines spread the business activities with different competition differently with the past by deregulation, progress of the freedom of air transport, new entrance of low cost carriers. It became important task to have intimate relationship with loyal customers in order to gain foothold in the market under non?price competition. It will lead to raise customer satisfaction by offering customized service and improving loyalty by forming close connection with customer. And this will strengthen market by maximizing lock?in effect. In this perspective, Customer Relationship Management will provide opportunity to gain new competitiveness toward airlines. To fulfill Customer Relationship concept in the market it is essential to analyze customer information. Especially, analyzing customer's loyalty and customer's life value will provide the basis of differentiated and customized service and customer satisfaction. In this paper, we would like to derive main factor (independent variable) which influence towards airline's individual customer value and analyze the factors influence towards airline's customer value(dependent variable). In addition, we will proceed to analyze the difference of customer values among customer groups and to establish business activity strategy for differentiated customer groups.

검도경기 중 같은 상황에 대한 심판 간 판정의 차이에 관한 연구

박학진(Hak-Jin Park),윤병수(ByoungSu Yoon) 대한검도학회 2004 대한검도학회지 Vol.20 No.1

국문요약 검도경기 중 여러 개별적 상황에 대하여 10명 국내 심판들의 판정 간 차이점과 다양성을 조사하였다. 이 분석을 위하여 국내 최고 수준의 심판들이 선별되었으며, 10명의 심판들은 각 상황에 대하여 자신이 판정에 이르기까지의 과정을 정확하게 설명하였다. 결과로써, 검도경기 중 여러 선별된 상황들에 대하여, 같은 상황임에도 유의하게 다른 판정의견들이 있음이 발견되었다. 특히, 정면머리의 유효격자에 대하여 크게 다른 물리적 척도가 심판 간에 있음을 알게 되었고, 동일한 금지행위 및 벌칙 조항에 근거한 용인될 수 없는 상이한 판정이 있음을 발견하였다. 각기 다른 판정에 대하여 합리적 합의를 위하여 심판진의 양쪽 의견이 논의되었다. The differences and variations of judgements by the 10 korean referees on the some individual situations in Kumdo match were investigated. For this analysis ten referees exactly explained a process of making his judgement on each situation in Kumdo match, who are all belong to one of best group of korean referees. As the results, on some selected situations in Kumdo match, significantly different opinions of judgements in same situation were found. Especially, it was known that there are much different physical measures on the valid strikes(Yuko-datotsu) of the forehead(Men-bu) among referees. It was also found that there were unacceptably different judgements based on identical acts of prohibition and penalties. On each different judgement, both opinions of referee's group were discussed for the rational agreement.

동일 상황의 검도경기에서 31인의 심판들 간 판정견해의 차이

박학진(Hak-Jin Park),윤병수(ByoungSu Yoon) 대한검도학회 2005 대한검도학회지 Vol.21 No.1

검도경기 중 여러 개별적 상황에 대하여 31명의 국내 최고 수준의 심판들의 판정 간 차이점과 다양성을 조사하였다. 이 분석을 위하여 추가적으로 31명의 심판들은 각 상황에 대하여 자신이 판정에 이르기까지의 과정을 정확하게 설명하였다. 결과로써, 검도경기 중 여러 선별된 상황들에 대하여, 같은 상황임에도 유의하게 다른 판정의견들이 있음이 발견되었다. 특히, 정면머리의 유효격자에 대하여 크게 다른 물리적 척도가 심판 간에 있음을 나타나게 되었고, 동일한 금지행위 및 벌칙 조항에 근거한 용인될 수 없는 상이한 판정이 있음이 발견되었다. 각기 다른 판정의 합리적 합의를 위하여 반대의견을 가진 각 심판진의 의견들이 논의되었다. On the same situations in Kumdo match, the variations of judgements among the 31 korean referees were investigated, who are all belong to one of best selection of korean referees. For this analysis referees exactly explained additionally a process of making his judgement on 19 individual situations in Kumdo match. As the results. on some selected situations in Kumdo match, significantly different opinions of judgements in same situation were found. Especially, it was revealed that there are much different physical measures on the valid strike (Yukv-datotsu) of the forehead (Men-bu) among the individual judgement. It was also found that there were unacceptably different judgements based on identical acts of prohibition and penalties. On each variation of judgement, both opinions of referee s group were discussed for the rational agreement.

검도수련자들의 참여정도 및 동기에 따른 교육환경, 수련의 만족도 및 재등록 의도에 관한 연구

박학진(Hak-Jin Park) 대한검도학회 2007 대한검도학회지 Vol.23 No.2

검도장의 진보된 운영을 위하여 검도수련자들의 참여정도 및 동기에 따른 교육환경 및 수련의 만족도 그리고 재등록의도를 분석하였다. 자료는 대한민국의 5개 대도시에 거주하는 700명의 검도수련자에게서 자기응답형 설문지의 방식으로 수집되었으며, 자료분석을 위하여 t-테스트, SPSS 12.0 프로그램을 사용하는 한방향 ANOVA, Ducan법, 연관분석, 단계별 회귀분석, 논리적 회귀분석등이 사용되었다. 결과로써 검도수련자들의 참여정도와 동기에 따른 교육환정과 훈련에 대한 만족도는 일반적으로 주간 참여 빈도, 수련기간, 추천인, 적극적 참여동기 등에서 통계적으로 유의한 차이를 보였다. 한편, 검도수련자들의 참여정도와 동기에 따른 재등록의도에서는 추천인의 항목을 제외하고는 주간 참여 빈도, 수련기간, 선택이유 등에서 통계적인 유의차를 보이지 아니하였다. The satisfaction of the educational environment and training, and the awareness of re-enrolling in Kumdo consumers were analysed according to degree of participation and motivation for the advanced management of Kumdo school. Data were collected from 700 Kumdo consumers in five metropolitan cities in Korea by self-administered questionnaire. For data analysis, t-test and one-way ANOVA using SPSS 12.0 program, Duncan method, correlation analysis, stepwise regression analysis and logistic regression analysis were performed. In the results, the satisfaction of Kumdo consumers with educational environment and training according to degree of participation and motivation, there were statistically significant differences depending on, in general, frequency of participation a week, period of training, recommender and positive motivation of participation. In consumer's intention of re-enrollment according to degree of participation and motivation, there was no statistically significant difference in weekly frequency, period of training and reason of selection except recommender.

검도수련자들의 일반적 특성과 교육환경, 수련만족, 재등록 의도 간 상관관계

박학진(Hak-Jin Park) 대한검도학회 2008 대한검도학회지 Vol.24 No.2

검도수련자들의 일반적 특성과 교육환경, 수련만족 재등록 의도간의 상관관계를 조사하였다. 자료는 대한민국의 5개 대도시에 거주하는 700명의 검도수련자에게서 자기응답형 설문지의 방식으로 수집되었으며, 자료분석을 위하여 t-테스트, SPSS 12.0 프로그램을 사용하는 한 방향 ANOVA, Ducan법, 연관분석, 단계별 회귀분석, 논리적 회귀분석 등이 사용되었다. 검도수련자들의 일반적 특성과 교육환경, 수련만족, 재등록 의도들의 각 변인들 간에 통계적으로 유의한 차이가 있음을 확인하였으며, 아울러 각 변인간의 상관관계 분석의 결과들에 대하여 논의하였다. The relationships among the personal characterization, the educational environment, the satisfaction of training, and re-enrolling Kumdo consumers were investigated. Data were collected from 700 Kumdo consumers in five metropolitan cities in Korea by self-administered questionnaire. For data analysis, t-test and one-way ANOVA using SPSS 12.0 program, Duncan method, correlation analysis, stepwise regression analysis and logistic regression analysis were performed. In the results, The relationships among the personal characterization, the educational environment, the satisfaction of training, and re-enrolling Kumdo consumers were defined and some significant differences were verified and discussed.

항공사 CRM을 위한 고객 가치 분석 연구

박학진 ( Hak Jin Park ) 한국항공대학교 경영연구소 2011 경영연구 Vol.18 No.1

The market of air transport industry has changed rapidly during the past decade. The airlines spread the business activities with different competition differently with the past by deregulation, progress of the freedom of air transport, new entrance of low cost carriers. It became important task to have intimate relationship with loyal customers in order to gain foothold in the market under non?price competition. It will lead to raise customer satisfaction by offering customized service and improving loyalty by forming close connection with customer. And this will strengthen market by maximizing lock?in effect. In this perspective, Customer Relationship Management will provide opportunity to gain new competitiveness toward airlines. To fulfill Customer Relationship concept in the market it is essential to analyze customer information. Especially, analyzing customer`s loyalty and customer`s life value will provide the basis of differentiated and customized service and customer satisfaction. In this paper, we would like to derive main factor (independent variable) which influence towards airline`s individual customer value and analyze the factors influence towards airline`s customer value(dependent variable). In addition, we will proceed to analyze the difference of customer values among customer groups and to establish business activity strategy for differentiated customer groups.

수련의 만족도 및 재등록 의도에 관한 인구통계학적 연구

박학진(Hak Jin Park),김홍식(Hong Sik Kim) 대한검도학회 2007 대한검도학회지 Vol.23 No.1

검도장의 진보된 운영을 위하여 검도수련자들에 있어 교육환청 및 수련의 만족도와 재등록의도를 인구통계학적 관점에서 분석하였다. 자료는 대한민국의 5개 대도시에 거주하는 700명의 검도수련자에게서 자기응답형 설문지의 밤식으로 수집되었으며, 자료분석을 위하여 t-테스트, SPSS 12.0 프로그램을 사용하는 한방향 ANOVA, Ducan법, 연관분석, 단계별 회귀분석, 논리적 회귀분석등이 사용되었다. 결과로써 검도수련자의 교육환경에 대한 만족도는 성별, 교육정도별, 연령별, 직업별, 월수입별로 통계적으로 유의한 차이를 보였으며, 특히, 교육시설, 교육프로그램 및 사범의 자질에 띠라 다르게 나타났다. 또한, 검도수련자의 수련에 대한 만족도는 교육정도별, 연령별, 직업별, 월수입별로 통계적으로 유의한 차이를 보였으나, 검도수련자의 재등록의도에서는 성별, 교육정도별, 연령별, 직업별, 월수입별로 모두 통계적인 유의차를 보이지 아니하였다. The satisfaction of the educational environment and training, and the awareness of re-enrolling in Kumdo consumers were analysed according to demographic characteristics for the advanced management of Kumdo school. Data were collected from 700 Kumdo consumers in five metropolitan cities in Korea by self-administered questionnaire. For data analysis, t-test and one-way ANOY A using SPSS 12.0 program, Duncan method, correlation analysis, stepwise regression analysis and logistic regression analysis were performed. In the results, the satisfaction of Kumdo consumers with educational environment were statistically significant difference depending on sex, education, age, job and monthly average income, especially, in the points of educational facilities, educational program and quality of coaches. The satisfaction of Kumdo consumers with training were also statistically significant difference depending on education, age, job and monthly average income. In the Kumdo consumers' awareness of re-enrollment according to demographic characteristics, there were no significant differences in sex, education, age, job and monthly average income.

복합 포아송과정을 이용한 항공사 고객가치 산출모형 연구

이휘영 ( Hwi Young Lee ),박학진 ( Hak Jin Park ),윤문길 ( Moon Gil Yoon ) 한국항공경영학회 2014 한국항공경영학회지 Vol.12 No.6

항공운송 시장의 경쟁 확산으로 항공사는 다양한 혁신수단을 통해 경쟁력을 유지하기 위해 노력하고 있다. 특히, 기존 고객을 유지하고 새로운 고객을 창출하기 위해 고객관계관리를 통해 고객을 세분화하고 차별적 서비스를 통해 고객충성도를 높이기 위한 많은 활동을 해 오고 있다. 고객 차별화는 고객가치에 따른 고객세분화를 기반으로 하는 것이 바람직하다. 따라서 고객가치 산정은 고객관계 관리에서 핵심적인 정보로 활용될 수 있다. 기존의 많은 고객가치 산출모형에 대하여 항공사에 적용가능할 수 있는 모형의 개발은 미흡하였다. 본 연구에서는 복합 포아송과정 모형을 이용하여 불규칙한 항공사탑승 마일리지 적립과정을 분석하고, 이를 바탕으로 고객가치를 산출할 수 있는 모형을 제시한다. 본연구에서 항공사 이용과정에 대한 확률적 특성을 고려하여 탑승마일리지를 이용한 효과적인 고객가치산출 모형을 제시하였지만, 현실적인 적용을 위해서는 많은 추가적인 연구가 필요하다. In the past decades, the growth of the air transport industry has been expanded more than economic growth. However, with recent severe competition in aviation markets, airlines have tried to find an innovative method for enhancing their competitiveness. Airlines have searched an efficient customer relationship program for keeping high-valued customers as their loyalty customers. Frequent Flyer Program (FFP) has been introduced as an efficient program for airlines. To manage customers effectively, we need each customer``s lifetime value. FFP provides lots of informations for customer travel patterns. Using the information from FFP data base, we can make a customer life-time value which will be used as a customer segmentation rule. In this paper, we suggest a new customer valuation model using a compound Poisson process model. With some randomely selected FFP data, we test the validity of our model and discuss some research issues for further studies.

이산 계획기간의 이산형 동적가격 모형

윤문길 ( Moon Gil Yoon ),황명선 ( Myung Sun Hwang ),박학진 ( Hak Jin Park ) 한국항공경영학회 2010 한국항공경영학회 추계학술대회 Vol.2010 No.-

Revenue management problems originated in the 1970`s in the context of the airline industry have been successfully introduced in airline industries. It has started on the capacity control by booking classes for available seats, and has been recognized as a powerful tool to maximize the total revenue. Changing customer behavior and airline market environments, however, has required a new mechanism for improving the revenue. Dynamic pricing is one of innovative tools which is to adjust prices according to the market status. In this paper, we consider a dynamic pricing problem for discrete time horizon. Given the price set for each time, we suggest a mixed Integer Programming model to solve our problem efficiently. Our model can be expanded to other comprehensive problems.