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고객만족에 대한 은행서비스 품질속성의 비대칭적 영향력 분석
백인기 ( In Gie Baek ),전영호 ( Young Ho Chun ),이춘선 ( Chun Seon Lee ),최영락 ( Young Lak Choi ) 한국품질경영학회 2011 품질경영학회지 Vol.39 No.1
The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano`s framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.
구조방정식을 이용한 Website 평가방법에 관한 연구
최재호 ( Jae Ho Choe ),백인기 ( In Gie Baek ),전영호 ( Young Ho Chun ) 한국감성과학회 2001 춘계학술대회 Vol.2001 No.-
The purpose of this paper is to propose an analytical method for evaluating user satisfaction of Internet websites using the structural equation model(SEM). This paper is intended to identify critical evaluation factors of user satisfaction for websites to determine criteria for evaluating the websites, and use the criteria to develop a SEM model for quantitatively evaluation of each factors`` effects of user satisfaction. The SEM model used 2 variables of usability and good-looks for the evaluation factors of websites user satisfaction and each factors have 4 sub evaluation criteria, 3 portal sites were evaluated to construct the SEM model, and 155 subjects participated the website evaluation using the walk-through and face-to-face survey method. Analysis results showed that the SEM model was statistically significant for all the 3 websites evaluated. Both the usability and good-looks two factors also showed significant effects to user satisfaction of websites and have positive correlation. The user satisfaction was more effected by the usability factor than good-looks, and the simplification and harmonization were the most critical sub-factors of the usability and good-looks.
신경망을 이용한 정성적 자료의 정량적 정보로의 변환에 관한 연구
전영호,백인기 弘益大學校 科學技術硏究所 1998 科學技術硏究論文集 Vol.9 No.2
제품의 개발은 설계단계에서부터 소비자의 요구를 철저히 반영하여 최종 제품이 소비자에게 인도될 때까지 발생할 수 있는 손실을 최소화할 수 있어야 하며, 이는 애매하고 추상적으로 표현되는 소비자의 제품에 대한 정성적 평가를 정량적 정보로 변환하는 과정중에 발생할 수 있는 문제점을 최소화함으로써 달성될 수 있다. 본 연구는 대상선정, 의미차별화척도를 이용한 설문, 제품평가자의 성향분석, 성향분석결과에 의한 신경망 훈련자료 구축을 통해 각 소비자의 제품에 대한 평가, 즉 정성적 자료를 정량적으로 변환함으로써 정성적 자료와 정량적 정보간의 차이를 극소화할 수 있는 방안을 수립하고자 한다.