International Journal of Quality Innovation

  • 제10권1호
  • /
  • Pages.25-36
  • /
  • 2009
  • /
  • 1598-2688(pISSN)
  • /
  • 2363-7021(eISSN)
한국품질경영학회 (Korean Society for Quality Management)
권호 표지

An Application of Total Quality Management Efficiency Model in the Korean Distribution Industry

  • Yoo, Han-Joo (Division of Business Administration, Soongsil University) ;
  • Park, Jong-Woo (Division of Business Administration, Soongsil University) ;
  • Song, Gwang-Suk (Division of Business Administration, Soongsil University)
  • 발행 : 2009.04.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

The purpose of this study is to analyze the efficiency of the service quality activity itself by using the DEA Model, in contrast to previous quality evaluation methods, as an attempt to evaluate the service quality activities of the distribution industry. Furthermore, by complementing the shortfalls of the weighted value of the DEA Model, it recommends a DEA/PS Model that is appropriate in the evaluation of service quality activities. Based on this model, the study proposes the SQAE Model, an evaluation tool to complement the traditional measuring method. According to the results of the analysis of 18 sample distribution businesses, there was a discrepancy by business in the results of the Traditional Scoring System and the Evaluation Measuring System. Therefore, it is most desirable to not only be active in service quality activities but also increase efficiency at the same time.

키워드

참고문헌

  1. Banker, D. R., Chames, A., and Cooper, W. W.(l984), 'Some models for estimating technical and scale inefficiencies in data envelopment analysis,' Management Science, Vol. 30, No.9
  2. Chames, A., Cooper, W. W., and Rhodes, E.(1978), 'Measuring the Efficiency of Decision Marking Units,' European Journal of Operational Research, Vol. 2, No.6, pp. 429 -444 https://doi.org/10.1016/0377-2217(78)90138-8
  3. Farrell, M. 1.(1957), 'The Measurement of Productive Efficiency,' Journal of Royal of Statistical Society, Vol. 120, No.3, pp. 253-290 https://doi.org/10.2307/2343100
  4. Jamieson, L. F. and Bass, F. M.(l989), 'Adjusting Stated Intention Measures to Predict Trail Purchase of New Products: A Comparison of Models and Methods,' Journal of Marketing Research, Vol. 26, pp. 336-45 https://doi.org/10.2307/3172905
  5. Juran, J. M.(2002), Quality Control in Service Industries, McGraw-Hill
  6. Lee J. D. and Kim, T. Y.(l997), 'Measuring Network Effect in Energy Distribution Industry: With Policy Implications for Industrywide Regulation,' 18th Annual North American Conference, USAEE/IAEE, San Francisco
  7. Lewin, Y. A. and Knox Lovell, C. A. K.(1995), 'Productivity analysis: Parametric and non- parametric applications,' European Journal of Operational Research, Vol. 80, p. 451 https://doi.org/10.1016/0377-2217(94)00129-Z
  8. Mittal, V. and Kamakura, W. A.(2001), 'Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics,' Journal of Marketing Research, Vol. 38, pp. 131-142 https://doi.org/10.1509/jmkr.38.1.131.18832
  9. Morwitz, V. G. and Schmittlein, D.(1992) 'Using Segmentation to Improve Sales Forecasts Based on Purchasing Intent: Which "Intenders' actually Buy?,' Journal of Marketing Research, Vol. 24, No.4, pp. 391-405
  10. Zhu, J.(1996), 'Data Envelopment analysis with preference structure,' Journal of Operation Research Society, No. 47, pp. 136-150
  11. Zhu, J.(2003), Quantitative Models for Peiformance Evaluation and Benchmarking, kluwer Academic Publishers