• Journal of the Korean BIBLIA Society for library and Information Science
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• v.13 no.2
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• pp.29-43
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• 2002

"Customer satisfaction"has been investigated in all the fields of public administrative offices including public libraries by the Seoul Metropolitan Government. This study analyzed on the results of the survey which was implemented by the Government and raised several problems. These are 1) emphasizing physical environmental matters such as facilities and equipments in the questionnaire 2) doing sampling errors such as selection of the large portion of study room users and avoidance of adult users 3) finding halo effects in responses.responses.

• Proceedings of the Korea Contents Association Conference
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• 2014.11a
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• pp.231-232
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• 2014

건강검진을 위해 병원을 내원한 수검자 중 위장조영검사를 선택한 환자를 대상으로 서비스 만족도 개선을 위해 이 연구를 시행하였다. 수검자를 대상으로 설문조사를 시행하였으며, 2014년 5월부터 2개월 동안 검진센터를 방문한 수검자 147명을 교육 전, 2014년 7월부터 2개월 동안 내원한 수검자 164명을 교육 후 대상자로 하였다. 교육 전 대상자에게 불안감, 설명필요, 설명방식, 조영검사만족도 등을 조사하여 이를 바탕으로 동영상을 제작하였으며, 교육 후 대상자에게 제공하여 불안감 변화, 동영상 설명 만족도, 도움정도, 재시청의향 등을 조사하였다. 교육 전 측정한 불안감은 2.62, 설명필요성 2.52, 설명방식은 대상자의 78.2%가 설명안 내동영상을 선택하였으며, 조영검사만족도는 1.55로 낮게 조사되었다. 교육 후 측정한 불안감의 변화는 2.55, 동영상설명만족은 2.80, 도움정도 2.79, 재시청 의향은 2.80으로 높게 측정되었다. 교육 전과 교육 후의 집단간 교차분석에서 불안감, 시청의향, 도움정도, 동영상만족도 등에서 유의하게 측정되었다(p<0.05). 위장조영검사에 대한 동영상 교육과 사전 정보제공이 환자의 불안감을 감소시켰고, 검사만족도는 증가시켰다.

• The Journal of the Korea Contents Association
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• v.11 no.12
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• pp.386-394
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• 2011

Recently it is difficult to draw an improvement for customer satisfaction because the ratio of satisfied customers increases in customer satisfaction survey. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. In order to solve these problems, it is necessary to develop a novel research to identify the strategy meanings and find dissatisfied factors of satisfied customers using the satisfied customers' reclassification. This study focuses on the satisfied customer segmentation based on Latent Class Analysis (LCA). The case study with high-speed internet service customers show that the satisfied customers are divided into three subgroups using LCA and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2018.05a
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• pp.61-62
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• 2018

목포항은 과거부터 서남권 도서를 연결하는 여객선 교통의 충추적인 역할을 담당해왔다. 최근 국민의 삶의 질 향상과 여가시간 증가로 섬을 찾는 관광객이 증가하고 있다. 이에 목포항 연안여객터미널의 이용객 만족도를 조사하여 어떤 시설, 서비스를 중요하게 여기고 있는지 조사, 분석하였다. 그 결과 다양한 연령층이 목포항 연안여객터미널을 이용하고 있었으며, 그 가운데 20대와 50대의 이용객이 많았다. 연안여객터미널 접근성은 좋다고 했으나 타 교통수단에 비해 다소 비싸게 느끼고 있었다. 연안여객터미널 시설의 중요도와 만족도에 있어서 매표소 시설, 대기실 공간, 화장실 여건은 중요하다고 인식하고 있었고 목포항 연안여객터미널의 만족도도 대체로 높았다. 그러나 상업시설과 주차장은 중요하게 인식하고 있었으나 만족도는 낮게 나타나 이에 대한 보완이 필요할 것으로 판단된다. 연안여객선의 운영서비스에 있어서는 운항간격, 출항시간 준수, 운항 소요시간 준수, 편의시설 관리, 안전관리 수준, 이용서비스 대비 운임, 차도선 이용 편의성에 있어서 만족도가 높게 나타났다. 이 연구는 향후 목포항 연안여객터미널 운영에 활용될 수 있을 것으로 기대된다.

• Journal of Digital Convergence
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• v.11 no.1
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• pp.139-144
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• 2013

This paper is an exploratory study to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, we compares the three satisfied customer reclassification methods such as attribute complex scores, satisfaction/dissatisfaction dimension and latent class analysis models. The case study results show that satisfied customer reclassification methods have merits and demerits and are expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• Proceedings of the Korean Institute Of Construction Engineering and Management
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• 2004.11a
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• pp.335-339
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• 2004

The purpose of this study is to analysis for maintenance satisfaction of Apartment Building residents in Bundang. For this purpose, questionnaire survey about the level of maintenance satisfaction of Apartment building residents and condition of management. and secondary statistical analysis the important factors which influence the degree of residence maintenance satisfaction. The results of this study are as follows : the maintenance satisfaction of Apartment building residents high correlation with satisfaction of residence. and outsider entrance control level and the head of superintendent's office integrity gives high influence on maintenance of Apartment Building.

• Proceedings of the SOHE Conference
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• 2003.10a
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• pp.92-92
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• 2003

본 연구는 신축된 군산대학교 중앙도서관을 대상으로 학생들의 이용 및 만족도를 조사 분석하여 개선점을 파악하고, 보다 나은 도서관이 될 수 있도록 그 방향을 설정하기 위한 것이다. 설문지법을 채택하여 조사 연구를 진행하였으며, 조사대상은 전교생의 10%에 해당하는 740명을 표본으로 선정하여 설문지를 배포하였고, 672명으로부터 설문지를 회수 받았으며 SPSS/PC+를 이용하여 자료를 분석하였다.

• Journal of Service Research and Studies
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• v.5 no.1
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• pp.17-33
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• 2015

This study looked for employment services satisfaction surveys done in the UK, USA and Korea. And through which derived the following suggestions for improving Korea the employment service satisfaction survey. First, in terms of research design improvements to ensure the representativeness of the sample region for each center and branch-specific (job seekers and recruiters) requires the sampling design based on user scale. In addition, the sample design should be applied when considering specific user can be distributed. US is restricted to participants within 60 days for sampling and sample extraction once a month at least. Next in terms of survey improvements, it is necessary to apply a weighting part considering the regional characteristics. For this, the correct analysis of the employment center by the internal and external environment is required. And in the case of non-face-to-face service, complaints about worknet use is likely to be channeled into complaints about job centers provide services. It needs to improve on this. And for the improvements of business processes service by an in-depth study, it can be seen to review the possible introduction of a British mystery shopper.

• The Journal of the Korea Contents Association
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• v.11 no.7
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• pp.345-353
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• 2011

This paper is an investigative research to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, it is necessary to develop the new method to identify the strategy meanings and find the dissatisfied factors of satisfied customers using the satisfied customers reclassification. This study proposes the satisfied customer reclassification method based on attribute complex scores. The excremental results show that the it was expected to present more improved results than the number-producing oriented one dimensional model. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.675-682
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• 2017

This study used the fifth additional data of the panel research on security for the aged conducted by National Pension Research Institute in 2014, and studied the level of satisfaction about life targeting 7,763 middle- and old-aged people in their 50s or older. Social support, one of the influential factors on satisfaction about life, had a positive impact on satisfaction about life, and material support and emotional support were found to have a big influence.