• 한국HCI학회:학술대회논문집
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• 2008.02b
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• pp.376-379
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• 2008

People are experiencing severe navigation problems in mobile site Relatively limited research, however, has been conducted on mobile site navigation compared to web site navigation. This research aims to identify efficient mobile site navigation aids for timely preferred contents. It proposed timely menu system based on statistic data, and evaluates its efficiency through commercial beta test. We conducted a beta test in the fourth quarter of the year 2007. The total number of user is 12,000. The average number of PV (page view) by the experimental group was increased to 10% more than control group. Our results indicate that timely menu system helps people navigate mobile menu system more effectively.

• Management & Information Systems Review
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• v.28 no.4
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• pp.175-197
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• 2009

Numerous researches related to internet shopping malls have been researched by numerous researchers. Such as, establishing criteria to evaluate service quality of electronic commerce, identifying factors affecting successful internet shopping mall operation, and examining relationships among the factors in electronic commerce based shopping mall needed to be focused on. However, most researches that have been undertaken only consider the service quality model or basic functional dimension. In accordance with this indispensability, the integrated structural relationship among variables, which are potentially inherent in customer's perception and affect personnel royalty on internet shopping mall needs to be acknowledged. The purpose of this study is to examine which factors should be able to facilitate performance of internet shopping mall. Based on the relevant literature, it has been empirically analyzed how corporate image, system quality, service quality and delivery quality affect customer satisfaction as well as customer royalty. The research's problem is that it was tested with data collected from 212 respondents. This study developed and empirically analyzed a model representing the relationship by using the Structural Equation Model. The major findings of this study are, firstly, that the higher corporate image is positively affecting the system quality and delivery quality. Secondly, the higher delivery quality is positively affecting the service quality. Thirdly, the higher service quality is positively affecting the customer satisfaction. Finally, the higher customer satisfaction is affecting the customer royalty.

• 한국IT서비스학회:학술대회논문집
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• 2008.11a
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• pp.167-170
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• 2008

현재의 우리나라 웹 디자인 아웃소싱 업체 선정에서는 상세한 수준의 기준 제시가 이루어지지 못하였을 뿐만 아니라 기업 경쟁력 향상의 주요 요소인 디자인에 대한 경쟁력제고 방향 등이 부재하다. 고객 지향의 웹서비스를 개발하기 위해서는 웹 디자인 아웃소싱이 중요하며, 그에 따르는 정확한 지표 등의 개발이 필요하다. 본 논문에서는 기존의 웹 디자인 아웃소싱의 장단점을 분석한 후 새로운 웹 디자인 아웃소싱의 위험요인에 대한 가이드를 제안한다.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.166-170
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• 2006

본 연구는 국내 의료 서비스 산업에 적합한 한국형 의료서비스 품질상 모형을 개발하고 이의 타당도를 검증하는데 있다. 이를 위해 미국의 말콤볼드리지 국가품질상(The Malcolm Bladrige National Quality Award)의 평가기준인 리더십, 전략계획, 환자 고객 시장 중시, 측정 분석 지식관리, 인적자원 중시, 프로세스 관리, 사업성과의 7개 항목을 이용하였다.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 2020.07a
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• pp.32-33
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• 2020

쿠버네티스는 컨테이너를 사용하는 분산 클라우드에서 컨테이너화를 쉽고 빠르게 배포/확장할 수 있어 유용한 플랫폼이다. 쿠버네티스에서 다양한 애플리케이션들이 동작하며 서비스를 제공하고 있다. 서비스의 원활한 제공을 위하여 고객과 서비스수준에 대한 약속인 SLA와 SLA의 기준이 되는 SLO에 필요한 지표를 확인하는 것은 중요하다. 본 논문은 쿠버네티스 클러스터로 구성된 분산 클라우드 DECENTER를 소개하고 DECENTER에서 분산 AI 애플리케이션의 효율적인 SLO를 지원하는 모니터링 시스템을 제안한다.

• Journal of Venture Innovation
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• v.1 no.2
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• pp.61-73
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• 2018

Many studies have focused on improving the predictability of influential variables in the area of customer services. For a long time, customer satisfaction index(CSI) were the best matrics of customer loyalty. In 2003, net promoter score(NPS) was introduced and in many cases this matrics was more predictive than CSI. In 2010, customer effort score(CES) was introduced and in the service areas this matrics was more predictive than CSI and NPS. This study compared with 3 matrics based on the criteria which composed of basic assumptions, time perspective, measuring items, objectives of matrics, application areas, and limitations of application. The dominant matric which was applied in all functions and industries was not exited. For the purpose of improving predictability, single or compound matrics are useful according to industries and usage.

• Industry Promotion Research
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• v.6 no.1
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• pp.9-13
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• 2021

In order to suggest the factors to be managed for customer satisfaction management in the franchise hair salon industry, a survey was conducted on the customers' experiences toward consumers who have experience using domestic franchise hair shop service in Korea. An online survey was conducted for 1,000 consumers who had used the top five franchise hair salon services within 6 months of the survey. According to the result of research on service quality(SERVQUAL)'s 5 factors- tangibleness, responsiveness, assurance, reliability, and empathy, assurance has the greatest impact on satisfaction, followed by responsiveness, empathy, reliability, and tangibleness. The service quality satisfaction of the five companies surveyed was 3.77 out of 5, indicating that there is much room for future satisfaction. This study aims to provide information on which factors should be invested more with limited resources to improve customer satisfaction.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2016.10a
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• pp.139-141
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• 2016

With the introduction of national standards (KS) for call centers, customers are expected to have access to better-quality services in the future. The purpose of this study is to evaluate the relative importance of certification criteria for call center services using the Fuzzy AHP(Analytic Hierarchy Process) approach. Fuzzy AHP is the combination of the fuzzy set theory and AHP to deal with the uncertainty or ambiguousness of the decision-making process. The evaluation method proposed in this study can be applied to the KS services certification promoted by government.

• Journal of the Korean Society for information Management
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• v.22 no.4 s.58
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• pp.197-220
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• 2005

This research aims to explore faculty research support systems in university libraries, assess their service performance for faculty research, and suggest the need and roadmap for new service development. We perform in-depth analyses of not only the current university library evaluation criteria as part of the overall university evaluation criteria, but also ten university libraries in the United States and two university libraries in Korea. Thorough benchmarking studies reveal the problems of the current university library evaluation criteria in its advances and limitations of current faculty support service systems. Especially this research suggests to develop a one-stop service execution wheel for the roadmap for the faculty research support system which is based on customer relationship management(CRM) for one-to-one, mass-personalized services to the faculty.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.1
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• pp.245-255
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• 2012

Greenberg(1990) suggested that organizational justice research may potentially explain many organizational behavior outcome variables. One such example of nontraditional job behavior is organizational citizenship behavior and service quality, for they are part of the spontaneous and innovative behaviors noted by Katz(1964). Stimulated by conceptualizations of justice in organizations by such theorists as Homans(1961), Admans(1965), and Walster, Berscheid, and Walster(1973), organizational researchers devoted considerable attention in the 1960s and 1970s to testing propositions about the distribution of payment and other work-related rewards derived from equity theory. Although reviews and critiques of equity theories once dominated the pages of organizational journals, more recently it has been the subject of far more attention(Reis, 1986). In one notable recent trend, researchers and theorists have expanded on conceptualizations of procedural and distributive justice by turning attention to the interpersonal aspects of justice, the perceived fairness of the way people are treated by others. With the rapid and uncertain changes of organization, such voluntary behaviors as OCB, service quality, and innovative behavior have become more important for the development and survival of organization. Thus it is very important to keep the organization fair for keeping employees participative in organization. Here it is reviewed the relationship between organizational justice and it's related factors(OCB, service quality and innovative behavior).