• Title/Summary/Keyword: 서비스품질 측정

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A Study on the User Satisfaction of Public Library Users in Korea (우리나라 공공도서관의 이용자만족도에 관한 연구: 2010 공공도서관 운영 평가 이용자만족도 조사 결과를 중심으로)

  • Cha, Sung-Jong
    • Journal of the Korean Society for information Management
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    • v.28 no.1
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    • pp.285-308
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    • 2011
  • This study examines user satisfaction in public libraries nationwide. It analyzes service quality factors that affect user satisfaction of public library patrons and identify sub-factors of service quality that affect the overall user satisfaction. User satisfaction factors were developed to measure library satisfaction in all aspects of the library service. Six variables were identified, including volume of books, staff, programs, facilities, online services, and information availability. According to survey findings, general library satisfaction was strongly correlated with information availability, facilities, and staff. Relatively lower levels of satisfaction were identified in the areas of online services and programs. All six service quality factors were statistically significantly associated with user satisfaction, where information availability, facilities, and volume of books showed stronger associations than the other three factors.

성격5요인 모델을 이용한 종업원 직무만족과 고객지향적 태도에 관한 연구

  • Kim, Jeong-Jin;Jeon, Hong-Sik
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2010.04a
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    • pp.491-491
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    • 2010
  • 본 연구는 의료서비스기업에 종사하는 종업원의 성격 5요인 모델에 따라 종업원의 직무 만족(job satisfaction) 과 고객지향적 태도(customer orientation) 에 미치는 영향을 연구 하고자 하였다. 연구를 위해서 서울과 대구에 소재한 대학병원과 경기도에 소재한 중 소형 병윈의 간호사들을 대상으로 자기기입식 설문조사를 실시하여 총 207개의 유효 표본을 획득하였다. 통계분석로는 응답자특성을 파악하기 위해 빈도분석을 설시하였고, 측정모형의 신뢰성과 타당성 분석을 위해 신뢰성도 분석, 요인분석 및 확인적 요인분석을 실시하였다. 또한 의료서비스종업원의 성격 5요인 모델이 종업원의 직무만족과 고객지향적 태도에 통계적으로 유의한 영향을 미치는 요인을 실증적으로 검증하기 위해 구조방정식 모델 분석을 통해 실시하였다. 그 결과, 성격 5요인 모델은 종업원의 직무만족과 고객지향적 태도에 통계적으로 매우 유의한 영향을 미치는 것으로 나타났다. 이와 같은 결과는 국내에서는 의료서비스업종을 대상으로 성격 5요인 모델을 적용한 연구가 미비한 현재 시점에서 의미 있는 결과라고 할 수 있다. 직무만족, 역시 고객지향적 태도에 통계적으로 유의한 방향으로 영향을 마치는 것으로 나타나, 직무만족이 높을수록 고객지향적 태도가 높아질 수 있다는 것을 실증적으로 확인할 수 있었다. 이와 같은 연구 결과는 다음과 같은 시사점을 찾을 수 있었다. 첫째, 고객과 종업원의 상호작용을 통해 서비스가 전달되는 상황에서 고객 욕구를 인지하고 충족시키며, 요구된 서비스를 전달하고, 고객과 개인적인 관계를 평가할 수 있는 고객지향적 태도 측정모델의 이론적인 토대를 제공한 점이다. 둘째, 최근의 성격이론가들은 성격 5요인 모델이 개인의 성격특성에 있어서 개인차를 설명해주는 포괄적이고 공통적인 구조로 존재한다는 학문적 통합에 동의한다. 마지막으로, 본 연구를 통해서 의료서비스 종업원의 직무만족도는 고객지향적 태도에 통계적으로 매우 유의한 영향을 마치는지를 실증적으로 밝혔다는 것이다. 따라서 관리자들은 종업원의 직무만족도를 주기적으로 측정하여 불만족 요인을 찾아 해결하고, 높은 수준의 고객지향적 태도를 유지하기 위한 노력이 필요함을 시사해준다 하겠다.

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A Study on the Influence of the Expectation and Perceived Performance of the Online Science & Technology Information Service Quality on User Satisfaction and Royalty (온라인 과학기술정보 서비스 품질에 대한 기대수준과 성과에 대한 지각수준이 이용자 만족도와 충성도에 미치는 영향)

  • Kim, Wan-Jong;Kim, Hye-Sun;Hyun, Mi-Hwan
    • Journal of the Korean Society for information Management
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    • v.30 no.3
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    • pp.207-228
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    • 2013
  • The purpose of this study is to reveal the influence of the expectation and perceived performance of the online science & technology information service quality on user satisfaction and royalty. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, among seven expectation factors, four factors (reliability, convenience, system usability and information quality) had a positive effect on the user satisfaction. Second, while service recovery had a negative effect on the royalty, the other six factors (reliability, convenience, system usability, responsiveness, security and information quality) had a positive effect on the royalty. Third, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the user satisfaction. Fourth, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the royalty. As a result, information quality, reliability and convenience of the expectation and perceived performance are common factors influencing user satisfaction and royalty.

Design and Implementation of Quality Broker Architecture to Web Service Selection based on Autonomic Feedback (자율적 피드백 기반 웹 서비스 선정을 위한 품질 브로커 아키텍처의 설계 및 구현)

  • Seo, Young-Jun;Song, Young-Jae
    • The KIPS Transactions:PartD
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    • v.15D no.2
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    • pp.223-234
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    • 2008
  • Recently the web service area provides the efficient integrated environment of the internal and external of corporation and enterprise that wants the introduction of it is increasing. Also the web service develops and the new business model appears, the domestic enterprise environment and e-business environment are changing caused by web service. The web service which provides the similar function increases, most the method which searches the suitable service in demand of the user is more considered seriously. When it needs to choose one among the similar web services, service consumer generally needs quality information of web service. The problem, however, is that the advertised QoS information of a web service is not always trustworthy. A service provider may publish inaccurate QoS information to attract more customers, or the published QoS information may be out of date. Allowing current customers to rate the QoS they receive from a web service, and making these ratings public, can provide new customers with valuable information on how to rank services. This paper suggests the agent-based quality broker architecture which helps to find a service providing the optimum quality that the consumer needs in a position of service consumer. It is able to solve problem which modify quality requirements of the consumer from providing the architecture it selects a web service to consumer dynamically. Namely, the consumer is able to search the service which provides the optimal quality criteria through UDDI browser which is connected in quality broker server. To quality criteria value decision of each service the user intervention is excluded the maximum. In the existing selection architecture, the objective evaluation was difficult in subjective class of service selecting of the consumer. But the proposal architecture is able to secure an objectivity with the quality criteria value decision where the agent monitors binding information in consumer location. Namely, it solves QoS information of service which provider does not provide with QoS information sharing which is caused by with feedback of consumer side agents.

Strategy development through Quality Assessments of Mobile Banking Service (모바일 뱅킹 서비스 품질 측정을 통한 전략 도출)

  • Yang, Ji-Youn;Yeo, Kyu-Hun
    • Journal of Korea Society of Industrial Information Systems
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    • v.13 no.2
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    • pp.35-46
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    • 2008
  • This research developed a strategy for mobile banking services based on the important factors deduced from quality assessment of mobile banking service that is experiencing rapid growth of user. SERVQUAL model and importance-performance tool were used. First, SERVQUAL model uses the important factors of mobile banking service selected from literature reviews. As a result, four dimensions that affect user satisfaction are found; assurance, customer orientation, tangibility, and reliability. Second, importance-performance analysis is to develop the strategy using the four factors. The final results revealed that assurance dimension had the strongest influence on user satisfaction. Assurance dimension of high expectation and yet low real performance needs immediate improvement. Customer orientation dimension of low expectation and performance should be reconsidered definition of satisfaction. On the other hand, tangibility dimension of higher performance than expectation is simply to maintain current level. Reliability dimension of high expectation and performance is recommended consistent management.

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The Effect of the Quality of Education Service on the Performance of Education Service through Relationship Commitment in Franchise Beauty Academy: Moderating Effect of Trust Level (프랜차이즈 뷰티 아카데미의 교육서비스 품질이 관계 몰입을 통한 교육 서비스 성과에 미치는 영향 연구: 신뢰 수준의 조절효과)

  • Kim, Chang-Bong;Kim, Hee-Su
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.16 no.3
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    • pp.193-211
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    • 2021
  • Recently, interest in Korean Wave craze and K-beauty, led by K-pop, is increasing. In addition, the popularity and influence of the domestic beauty service industry has increased, and the economic and cultural ripple effects have been continuously expanding. The need to professional manpower training in response to the demand for manpower due to the growing development of domestic beauty services is emphasized, and the number of trainees who are actual consumers of beauty academy is increasing. Therefore, the purpose of our study is to examine the importance of quality factors of educational services to achieve educational purposes in the educational services provided by the Beauty Academy and the relationship between relationship commitment and educational service performance. Furthermore, it is to draw the importance of administrative support services, educational programs as well as educational service provision activities. However, the research for professional manpower training according to the provision of beauty services is insufficient compared to the development speed of the beauty industry. Therefore, at the present time when beauty service education is emphasized, our study will examine the relationship between relationship commitment and educational service performance based on the quality of education service by the students of domestic beauty academy. The measurement variables set for our study are program, instructor quality, tuition, external service, service fairness, relationship commitment, trust level, and educational service performance. The variables were analyzed and derived through the survey, and the following contents were derived from the empirical analysis. First, the quality of education service provided by the beauty academy, such as program, external service, service fairness, relationship commitment and trust level, had a significant effect on relationship commitment. Educational services provided by the institute, such as the systematicity and diversity of educational programs, enabled students to have a uniform relationship commitment. The quality of education service itself is to learn the expertise necessary for providing beauty service from the standpoint of the students and play an organic role in the relationship with the institute. Second, the moderating effect of trust level between academies and students was significant in the quality of education service and the relationship commitment. This means that students will feel higher level of service quality through the practical trust relationship of the students about the educational services provided by the institute. Based on the results of the empirical analysis, the implications of our study are to find ways to improve the students' ability and satisfaction represented by the results of educational services. This is because the quality of education services provided by the institute called Beauty Academy will have a great impact on the career choice of educational facilities and students. The characteristics of consistency, convenience, and knowledge orientation of education itself should be considered comprehensively, and a strong market position should be established through image formation through external service factors, which are external environments of academies.Furthermore, in terms of presenting differentiated strategies with competitors, the educational service quality factors play a significant role in the commitment to the relationship with the students, so the role of relationship marketing will be important for the psychological stability experienced by the students by grasping the demand accompanying the behavior of the students in advance.

Quality Status Comparison and Analysis for the Service Development Direction of Domestic Job Information Site (국내 취업정보 사이트의 서비스 발전 방향을 위한 품질현황 비교 및 분석)

  • Jeong, Kyoung-Hee;Kim, Hyoung-Rae
    • Journal of the Korea Society of Computer and Information
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    • v.13 no.5
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    • pp.211-218
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    • 2008
  • This paper studies the quality of the major domestic job information sites and compares the strong and weak points of them. The study was conducted with respect to the user satisfaction by asking job seekers and employers. Questionnaires consist of three factors: quality of information, quality of delivery, quality of environment, each factor of which contains several sub-questions. The results showed that the quality of information was the most important factor to both job seekers and job Provider. The lower job providers' satisfaction than job seekers' indicated more various services should be developed fer job providers. Specially, Personal information is not protected well enough to satisfy job seekers, so improvement plan is required. Public job information site requires as much service level as private job information sites.

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A Study of Measuring Service Customer's Qualitative Quality Cost and Its Influence to Value Perception (서비스 고객의 정성적 품질비용 측정 및 가치지각에의 영향력에 관한 연구)

  • 서창적;권영훈
    • Journal of Korean Society for Quality Management
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    • v.29 no.1
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    • pp.61-84
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    • 2001
  • The problem of trend change in the failure rate is great interest in the reliability and survival analysis. In this paper we develop a test statistic for testing whether or not the failure rate changes its trend based on a complete sample. Monte Carlo simulations are conducted to investigate the speed of convergence of the proposed test statistic.

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