• The Korean Journal of Air & Space Law and Policy
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• v.31 no.1
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• pp.63-97
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• 2016

Ago the passenger who using a wheelchair was denied boarding from the airline. The ACT ON THE PROHIBITION OF DISCRIMINATION AGAINST DISABLED PERSONS prohibits discriminatory treatment of persons with disabilities in transportation. But there are situations that limits the movement on persons with reduced mobility. The international community promote to protect disabled persons and persons with reduced mobility against discrimination and to provide them with assistance when travelling by air. According to news report, the governing Council of the International Civil Aviation Organization (ICAO) has established new global core principles on air transport consumer protection. The principles cover three phases of a customer's experience: before, during and after travel, and will now be considered by ICAO's 191 Member States when they develop or review their applicable national regimes. The international community are recognizing that passengers can benefit from a competitive air transport sector, which offers more choice in fare-service trade-offs and which may encourage carriers to improve their offerings, passengers, including those with disabilities, can also benefit from consumer protection regimes. In accordance with these we will also be provided to regulations that can prevent and protect the air passenger. In this paper analyze the regulations of the international air passenger rights, point out the lack of policy.

• Journal of Digital Convergence
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• v.16 no.9
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• pp.81-90
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• 2018

The purpose of this study is to examine the current status of automobile logistics in the domestic automobile industry and to derive and evaluate the factors to improve the quality of automobile logistic services to final consumers. To that end, we selected the relevant factors through literature review and expert interviews, and conducted a survey with consumers and experts. The quality of automobile logistic service was evaluated using the Importance-Performance Analysis (IPA) method. The results show that the "kindness of shipping staff" is high on the importance of customers but low on the importance of employees. On the other hand, factors that have high customer satisfaction but low staff satisfaction include "rapid handling of complaints", "transportation accuracy of receipt", "kindness of delivery staff", and "automobile manual guide and explanation of internal functions". This study has academic and industrial significance in that it has derived important factors for evaluating the quality of automobile logistics services and suggests improvement measures for experts and consumers who actually work in the industrial field. Future research should investigate measures to minimize the returns and complaints of shipment offices which have not been examined in this study.

• Journal of Korean Society for Quality Management
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• v.24 no.4
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• pp.141-155
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• 1996

In service industries, it is very hard to transform the quantified factor into qualified one. Nowadays, however, service industries employee various methods developed by the academic society to manage effectively. Therefore, we have focused our research on QFD that is applied to improve the flow of execution in customer complains in Air Lines which can be considered as the representation of Service Industries. QFD is a method of developing new service with response to the demand from customer thanks to the application of QFD. In this paper we decide the priority of the department for executing the customer service of Air Lines. After setting up the relations among departments, we analyze the problems caused by the contact between customers and departments.

• Annual Conference on Human and Language Technology
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• 2023.10a
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• pp.586-590
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• 2023

인터넷과 소셜미디어 사용량의 급증으로, 제품 리뷰, 온라인 피드백, 소셜 미디어 게시물 등을 통해 고객의 감정을 파악하는 것이 중요해졌다. 인공지능이 활용되어 고객이 제품이나 서비스의 어떤 부분에 만족하거나 불만을 가지는지를 분석하는 연구를 ABSA라고 하며 이미 해외에서는 이런 연구가 활발하게 이루어지는 반면, 국내에서는 상대적으로 부족한 상황이다. 이 연구에서는 ABSA의 두 개의 주요 작업인 ACD와 ASC에 대해 생성 모델 중 하나인 T5 모델을 사용하는 방법론을 제시한다. 이 방법론은 기존 판별 모델을 사용하는 것에 비해 시간과 성능 측면에서 크게 향상되었음을 보여준다.

• Korean journal of food and cookery science
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• v.21 no.6 s.90
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• pp.829-837
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• 2005

본 연구는 중학교 급식의 품질 개선을 위한 기초 자료를 제공하고자 학교급식을 시행하고 있는 부산지역 중학교 중에서 8개 학교를 대상으로 학교급식 서비스 품질의 급식 성과와 잔식에 대해 조사하였으며 이에 대한 결과는 다음과 같다. 1. 중학교 급식서비스의 품질 특성의 급식성과에 대한 결과, 전체 평균은 2.93점이고 공지된 식단의 정확한 배식>음식의 영양>음식의 맛>식단의 다양한 순으로 급식성과가 높은 것으로 나타났으나, 건의사항의 반영, 불만처리의 신속함, 반납장소의 청결 항목은 급식성과가 2.50점 이하로 전체 평균에 훨씬 못 미치는 것으로 나타났다. 여학생들이 남학생들에 비해, 급식경험 기간이 낮은 학생들이 급식경험 기간이 높은 학생들에 비해 급식서비스 품질특성 다섯 영역 모두에서 유의적으로(< 0.01) 높은 점수를 나타냈다. 그리고 매일 아침식사를 하는 학생들이 결식을 하는 학생들에 비해 식단의 다양함, 배식시간의 정확성, 공지된 식단의 정확한 배식에서 유의적(p <0.01)으로 높은 점수가 나타났다. 2. 학생들의 급식되는 음식에 대한 섭취정도에 대한결과에서, 여학생들이 남학생들에 비해 김치(>0.01)와 국 및 찌개(<0.05)에서 유의적으로 낮은 섭취율을 보였다. 또한 매일 아침식사를 하는 학생들이 아침식사횟수가 적은 학생들 보다 모든 식단에서 유의적으로 섭취율이 높게 나타났다. 3. 급식된 음식을 남기는 이유에 대한 결과에서, 밥의 경우에는 양이 너무 많아서, 국 및 찌개와 반찬의 경우에는 음식 맛이 없어서, 김치의 경우에는 자주 배식되어서가 주된 이유로 나타났다. 4. 학생들이 개선되기를 바라는 항목은 위생적인 음식> 식기류의 청결> 반찬 맛 순으로 높은 개선 요구도를 나타내었다 아침식사 횟수가 주 2회 이하인 학생들이 다른 학생들에 비해 #반찬수의 증가(<0.01)#,#음식양의 증가(<0.05)#,#급식종사자의 친절함(<0.05)#과 #공지된 식단의 정확한 배식(<0.05)#에 대해 유의적으로 높은 급식개선 요구도를 나타냈다. 5. 급식경험 기간과 급식성과 점수간의 상관관계에서, 급식성과는 급식경험 기간과 음(-)의 상관관계를, 아침식사횟수와는 양(+)의 상관관계를 보였으며, 서비스 품질의 특성 영역은 각 영역들에 대한 급식성과 점수가 높을수록 다른 영역의 급식성과 점수가 높은 유의적인(p <0.01) 양(+)의 상관관계를 보였다. 이상의 결과를 살펴볼 때, 균형된 영양공급이 다른 어느 시기보다 더 중요한 우리의 청소년들의 학교급식에 대한 만족도를 높이기 위해서 다음과 같은 제언을 하고자 한다. 먼저, 학교급식에 대한 식단 작성 시 학생들이 학교에서 제공되기 원하는 식단에 대한 의견을 받고 그 의견에 대한 결과를 게시하여 학생들이 제공되기 원하는 식단을 급식 시 제공하여 학생들이 식단선택에 동참할 수 있는 기회를 주는 것이 바람직하겠다. 또한 영양사는 학급의 반대표와의 정기적인 모임을 가짐으로서 학생들의 불만사항 및 개선 요구사항에대해 서로 의견을 교환하여 설문지조사가 아닌 직접적인 대화를 하여 문제점을 파악하고자 하는 적극적인 자세가 필요하겠다. 특히 아침식사의 결식 빈도가 높았고 이는 급식성과에 부정적인 영향을 줄 뿐 아니라 학교에서 제공하는 음식의 섭취정도에도 영향을 주고 있으므로 학생들에게 학부모와 전담교사 및 학교영양사는 학생들에게 이상적인 아침식사에 대한 교육은 물론이고 아침식사를 실천할 수 있도록 다양한 방안에 대해 함께 연구해야 하겠다. 정부차원에서 학교급식에 아침식사 프로그램을 도입할 수 있는 방안을 연구하고, 아침을 결식하는 학생이 학교에서 수업시작 하기 전에 간단한 식사를 할 수 있는 정책 도입이 필요하다

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• The Korean Journal of Air & Space Law and Policy
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• v.28 no.2
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• pp.63-96
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• 2013

Recently, U.S. Department of Transportation (DOT) expanded the "Enhancing Airline Passenger Protections" on August 23, 2011 and October 24, 2011. The Rule regulates tarmac delays, denied boarding compensation, customer service plans, and fare advertising. The adopted rule is to protect passengers by improving passenger service requirements on U.S. national or domestic carriers and foreign air carriers as well. The major issues are as follows: First, regarding to so called Tarmac Delay, carriers must establish a Tarmac Delay Contingency Plan setting forth the number of hours the carrier will permit an aircraft to remain on the tarmac at U.S. airports before allowing passengers to deplane. Carriers also must provide passengers with food and water in the event the aircraft remains on the tarmac for two or more hours and must provide operable lavatories and medical attention while the aircraft remains on the tarmac, irrespective of the length of the delay. Carriers also must create and retain records regarding tarmac delays lasting more than three hours. Also they need to update passengers every 30 minutes during a tarmac delay of the status of the flight and the reason for the delay, allow passengers to deplane if the aircraft is at the gate or another disembarkation area with the door open. Second, carriers now must adopt a "Customer Service Plan" that addresses offering customers the lowest fares available, notifying customers about delays, cancellations, and diversions; timely delivery of baggage; accommodating passengers' needs during tarmac delays and in "bumping cases"; and ensuring quality customer service. Third, the new regulations also increase minimum denied boarding compensation limits to $650 / $1,300 or 200% / 400% of the fare, whichever is less. Last, the DOT also has modified its policies related to enforcement of Rules pertaining to full fare advertising. The Rule states that the advertised price for air transportation must be the entire price to be paid by the customer. Similarly, Korea revised the passenger protection clauses within Aviation Act. However, it seems to be required to include various more issues such as Tarmac Delay, oversales of air tickets, involuntary denied boarding passengers, advertisements, etc.

• Journal of Korean Library and Information Science Society
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• v.51 no.1
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• pp.349-372
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• 2020

Regardless of East and West, public libraries provide various services to their communities based on collections. The decisive reason for local residents to visit public libraries is to access and borro w collections. An important condition maintenance to support these activities and services is the library circulation(usage) rules. Therefore, this study compared and analyzed the library membership, maximum loan items, loan period, loan reserve and renewal, overdue fines, disposal of lost and damaged items, loan of non-book materials, loan regulations for the disabled. And after checking the relative deviations in connection with the library cases of major developed countries, this study proposed the improvement of circulation rules. In order to minimize public complaints about circulation services and to relieve the burden of practitioners such as personnel disadvantage due to administrative audit for non-recoverable ite ms, public libraries must faithfully rearrange the circulation rules and regulations.

• Journal of agriculture & life science
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• v.43 no.2
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• pp.65-78
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• 2009

The purpose of this research is to analyze the factors influencing satisfaction level of consumers using internet shopping mall to purchase agricultural products and to check relationship between satisfaction factor and intention in current situation of fast diffusion of market size for agricultural product e-commerce. Purchase motivation in internet shopping mall was shown to be the reason of convenience rather than confidence degree for agricultural product consumers. Consumer satisfaction factor of agricultural product internet shopping mall can be distinguished by confidence in service quality, diversity of products, delivery and customer support, and security. The result of this research will help us understand the determination factor of consumer satisfaction and their intention about internet shopping, while finding out what consumers expect from internet shopping when purchasing agricultural products.

• Journal of Korean Society of Environmental Engineers
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• v.38 no.3
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• pp.101-109
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• 2016

This research is to explore food waste management across local governments. In particular, pubic administration on food waste, food waste management (from generation to disposal) and civil complaints in jurisdiction are examined. In doing so, a self-administered questionnaire survey was conducted among civil officers in charge of food waste management, and all the collected responses were statistically analyzed. The main results were as follows: public spending on food waste management was a little larger in metropolises than in provincial cities, and the largest food waste source was identified as households (in housing). While regular collection of food waste by trucks was the most common transport method adopted by local governments, resource recovery for compost/fertilizer production was widely used. Also, most of the respondents agreed that the current approach to food waste handling practices are necessarily replaced with more advanced technology converting waste into energy or fuel. Further, it's found that the civil complaints on food waste management were largely categorized into 3 groups - food waste handling, civil service and food waste retrieval. Therefore, the findings indicate that the development and application of no-food waste or waste-to-resource systems are effective in housing estates where large amount of food waste is generated and eliminated.