Yong-Jae Park

Customer satisfaction index measurement and importance-performance analysis for improvement of the mobile RFID services in Korea

Mobile RFID Services will make us recognize the identification code of all kinds of items in which people are interested with the RFID Reader built into a cellular phone. They will also make us search for more detailed information through the mobile internet network.Recently, in Korea, a variety of mobile RFID services are being piloted, and their commercial roll-out is likely to be imminent. The goal of this study is to propose, ahead of the commercial launch of mobile RFID services, a customer satisfaction index model for this service category, and measure customer satisfaction index, so as to derive practical implications for their providers, and pointers related to service improvement. A web survey was conducted on Korean mobile phone subscribers having participated in a mobile RFID pilot program. Using the results of this survey, we tested the customer satisfaction index model we proposed and its hypotheses, by employing a PLS (Partial Least Squares)-based on structural equation modeling technique, and calculated the index. We further conducted an Importance-Performance analysis, to provide implications that may be useful for improving the quality of mobile RFID services.

Factors affecting customer loyalty of mobile RFID services in Korea

AbstractMobile radio frequency identification (RFID) services are expected to be launched in full-scale as a new service option in the telecommunications service market following the development of RFID technology and maturation of the IT infrastructure. Importance of customer loyalty has been widely recognized in business marketing for a long time, and the customer loyalty enhancement strategies for mobile RFID services is of significance to telecommunication carriers in terms of new business value creation. This study identifies the factors affecting customer loyalty for mobile RFID services and presents telecommunication service managers with information useful for improving customer loyalty for related new services. The data was collected from customers with some experience in the use of mobile RFID services through an online survey for an empirical analysis. And the collected data was analysed with structural equation model to verify the cause and effect relationship among perceived quality, switchin...

The business value of mobile RFID services in Korea

Korea has studied convergence technology to mount the miniature RFID reader on cellular phone through the mobile RFID forum established in February, 2005 by MIC(Ministry of Information and Communication Republic of Korea) and the relevant organizations. Mobile RFID services will make us recognize the identification code of all kinds of items in which people are interested with the RFID reader built into a cellular phone. They will also allow us to search for more detailed information through the mobile Internet network. Recently, the leading providers of mobile telecommunications in Korea, SKT and KTF, have been providing this as a trial service, and as a result, the commercialization of mobile RFID services will soon be launched. The purpose of this paper is to evaluate the business value for the mobile telecommunications service providers by measuring and forecasting the market value of mobile RFID services with CVM(Contingent Valuation Method), which uses the WTP(Willingness to Pay) of the customer. In Korea, this trial services are as followers: Genuine ginseng verification, U-Portal service, Genuine drug verification, Safe taxi service, Food history service, Korean premium beef verification, Touch book service, McDonaldpsilas touch order service, U-Museum service and so on.

Factors Analysis Affecting Success of RFID Implementation

RFID(Radio Frequency Identification) is regarded as one of the greatest contributing 10 technologies of the 21st century, and is a promising technology available to all industries. Each country has tried to develop RFID technology and foster its industry, and Korea has also chosen it as one of new growth engine industries with active support policies. This study was presenting implications necessary to stimulate and expedite RFID demand by analyzing the factors affecting the success of RFID implementation. In order to achieve this purpose, we categorized the factors affecting successful RFID implementation into user factors, technical factors, organizational factors, and external factors, and probed them in the previous literatures. Based on this, conceptual research model and hypothesis were set. Data collection was performed through companies adopting and running RFID, and research model and hypothesis were tested with structural equation model analysis. Finally, implications necessary to stimulate RFID demand and foster its industry were presented founded on the result of empirical analysis.

Performance Enhancement Effects of RFID: An Evaluation Model and Empirical Application

This paper presents an evaluation model for measuring performance effects resulting from the integration of RFID in company processes, applies the model to empirical data to evaluate RFID-attributable performance enhancement in sample companies, and provides suggestions for increasing the performance benefits of RFID. We validate the evaluation model through structural equation modeling, and employ it to assess the performance effects of RFID, using survey data. Based on the evaluation results, we formulate strategies for improving the performance enhancement effects of RFID and other policy and practical implications.

A conceptual evaluation model of the RFID performance using a balanced scorecard

There are twe purposes in this study. One is to help draw objective and reasonable results of performance evaluation by developing and proposing radio frequency identification(RFID) performance evaluation models suitable for public-sector and private-sector. The other is to use the model for pulling and accelating demand for RFID through concrete and measurable evidences of the new technologys benefits. This study developed two models for evaluating the performance of RFID using a balanced scorecard (BSC); one for the public-sector and the other for the private-sector. To determine the most appropriate indicators to capture performance changes resulting from the introduction of RFID for the two sectors, we performed an Analytic Hierarchy Process (AHP) analysis on a set of indicators from the existing literature. The result showed that the most important of the four performance perspectives was the customer perspective for the public-sector, and the financal perspective for the private-sector. Meanwhile, the Key Perfromane Indicators (KPIs) which affected the attainment of organizational goals the most were customer satisfaction, cost reduction, economic effect, and inventory management efficiency for the public-sector, and return on investment (ROI), return on sales (ROS) and customer satisfaction for the private-sector.