• Journal of the Korean Society for Library and Information Science
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• v.50 no.3
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• pp.133-153
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• 2016

The objective of this study was to promote the use of collaborative digital reference service by identifying factors that affect user satisfaction and developing improvement measures based on the findings. Data were collected via a questionnaire administered to the users of the "Ask a Librarian" service and a survey to analyze the frequency and patterns of usage of the service. The survey analyzed the associations among subjects' demographic characteristics, information seeking patterns, factors that influence user recognition, service satisfaction, and follow-up intentions via responses to the questionnaire. Rapidity answers in factors of service satisfaction is found that the high impact of positive (+). According to the result of statistical analysis, the priority of service improvement strategies of digital reference service were suggested.

• Journal of Korea Port Economic Association
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• v.25 no.3
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• pp.339-360
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• 2009

In recent years, the quality and safety requirements in the shipping industries have been more stringent than the previous requirements. It is essential to effective quality management system which can cope with a change in shipping business environment and improve shipping service performance to get competitiveness in the international shipping market. This study on the focus of the Korean shipping company which provides shipping transportation service examined following issues. First, how each of the key factors of ISO 9001 quality management affects service performance, internal customer satisfaction and customer orientation. Second, how the internal customer satisfaction affects service performance and customer orientation. Third, customer orientation affects service performance.

• Journal of the Korean Society for Library and Information Science
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• v.36 no.2
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• pp.89-117
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• 2002

The purpose of this study is to construct a model for measuring and assessing service quality in public libraries based on the theory of service quality in marketing area. Firstly the degree of importance of service factors is measured and ranked according to the value of each factor. This importance ranking indicates the order of service improvement. Secondly the correlation model between service factors and customer's satisfaction and behaviour is established and verified in statistical method. The result shows that the order of service quality factors which have influence on the customer's satisfaction and behaviour is the order of service quality factors required preferential improvement.

• The Journal of the Convergence on Culture Technology
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• v.9 no.2
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• pp.467-474
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• 2023

After the revision of the Software Promotion Act, small and medium-sized enterprises (SMEs) with little experience in e-government projects began to participate in public projects. Accordingly, the government introduced the public Project Management Office (PMO) in July 2013 to reduce the risks and secure the quality of informatization business, and the public PMO is still spreading. However, the public PMO service currently experiences sluggish business, such as low-priced orders, due to cut-throat competition, and thus needs improvement plans. In this research, we establish a research model for quality factors of public PMO services that can be considered for the improvement plans, measure and evaluate quality factors based on the model, and then analyze the impact of service quality on customer satisfaction and customer loyalty. For that, we measure quality factors using the SERVPERF model for those who have used public PMO services, establish a structural equation research model, and empirically analyze and evaluate the impact of quality factors. Lastly, we suggest improvement plans and implications for public PMO services.

• The Journal of Korean Society for School & Community Health Education
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• v.16 no.1
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• pp.51-63
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• 2015

목적: 사하라 이남 아프리카 지역 중저소득국가 모성보건지표의 더딘 개선율은 MDG 5(모자보건향상) 미달성의 주요 원인 중 하나로 꼽힌다. 따라서 본 연구는 우간다 동부 카프초르와 구의 모성사망과 밀접한 산후건강관리(PNC, Postnatal care)서비스 이용결정요인을 파악하는데 있다. 이를 통해 지역건강관리자들에게 PNC 서비스 이용 개선을 위한 정책 수립 및 방안 마련에 기초자료를 제공하고, 궁극적으로는 MDG 5 지표 개선에 일조하고자 한다. 방법: 표본 집단은 카프초르와 구의 15세~49세 여성들 중 최근 1년 내에 출산을 경험한 자들을 대상으로 편의추출 되었다. 조사기간은 2014년 7월부터 10월까지였으며, 구조화된 설문에 총 171명이 응답하였고, 19명의 주요 정보제공자와의 심층면담도 실시하였다. 응답자의 사회인구학적 특성 및 PNC 이용행태를 알아보기 위해 빈도분석을 실시하였으며, 각 독립변수가 PNC 이용에 어떤 영향을 미치는지 파악하기 위해 로지스틱 회귀분석을 실시하였다. 결과: 응답자의 55%만이 의료시설의 PNC 서비스를 받은 것으로 나타났다. 로지스틱 회귀분석을 통해서는 응답자의 연령과 사회적 네트워크, 인지된 건강상태, 산전관리서비스 이용이 PNC 서비스 이용에 긍정적인 영향을 미치는 것으로 나타났으며 의료시설과의 거리, 가족의 규모는 부정적인 영향을 미치는 것으로 나타났다. 결론: PNC 서비스 이용개선을 위해서는 먼저 여성의 사회적 자본 확충 및 개선을 위한 모성보건교육인 소프트 인프라 지원이 지자체 차원에서 실시되어야 할 것이며, 서비스 이용을 가능케 하고 접근성을 높이는 응급후송체계 구축과 같은 물리적 인프라 지원도 도입되어야할 것이다. 또한 가족계획 서비스를 제공하는 등 모성보건관리에 대한 지자체의 민감성을 높이는 것도 필요하겠다.

• Journal of the Korean Institute of Landscape Architecture
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• v.40 no.2
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• pp.64-73
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• 2012

The purpose of this research is to practically figure out the relationship between Natural Forest service quality on user's satisfaction and demand to revisit. The results are as follows: First, the agent service quality, facility, accessibility, and cost as factors of the Natural Forest service quality. These are all influenced positively for visitor's satisfaction by priority of agent service> accessibility> facility> cost. Second, the agent service quality, facility, accessibility are all influenced positively on visitor's demand on revisit by priority of agent service> accessibility> facility. But the cost doesn't make an influence on revisiting. Third, the visitor's satisfaction made it as an influence on revisiting demand positively. These are the results for the research m service quality, user's satisfaction, facility, accessibility, and cost of the 5 Natural Forest over the Kyung-buk Province. We finally figured out the agent service quality is the most important factor to improve the quality of Natural Forest facility. We are sure about the improvement of the agent service quality which will make it successful.

• Proceedings of the Korean Society of Computer Information Conference
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• 2015.07a
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• pp.127-128
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• 2015

최근 우리나라는 대형병원이 증가하고 의료시장 개방에 따른 외국병원의 국내유입으로 중소병원은 환자의 수가 줄고, 우수한 의료진 확보가 어려워지는 등 심각한 경영난을 겪고 있다. 이에 본 연구에서는 중소병원 경쟁 확보방안을 제시를 위해 원격의료서비스를 포함한 의료서비스 품질이 환자만족도에 미치는 영향을 보고자 하였다. 중소병원에서 시행하는 사전 약 처방에 있어 전화원격의료서비스를 받은 고객을 대상으로 의료서비스품질이 환자만족도에 미치는 영향을 설문을 통해서 살펴보았다. 본 연구를 통해서 기존의 의료서비스인 병원 환경 및 의료진 서비스 요인보다는 원격의료서비스요인이 의료서비스만족도에 보다 높은 영향을 미치는 관계를 검증하였다. 이를 통해 연구적 시사점을 도출하고, 중소형 병원의 의료서비스개선을 위한 전략수립을 위한 기초자료를 제공하고자 하였다.

• Journal of Digital Convergence
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• v.12 no.4
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• pp.75-84
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• 2014

MVNO(Mobile Virtual Network Operator) promotes service competition in mobile telecommunication market and provides various service and opportunities for consumers. This study attempts to identify MVNO Service users' motivational and dissatisfying factors in relation to their willingness for continued use of the service 새 activate MVNO service. Use motivation factors are found as customer service, user interface, easiness, economical efficiency, and dissatisfying factors are handset quality, customer service, social influence. Economic efficiency factor had an affirmative influence on the sustained use motivation of the service users. Among dissatisfying factors, users had a negative influence when they recognize that their neighboring people does not use MVNO service. Policy authorities concerned must excavate a new plan to improve distribution structure of handset and reduce wholesaling cost of the MVNO service. It is necessary for MVNO service provider to develop a new business model so that users can recognize MVNO service not as inferior service but as rational and attractive service.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.1
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• pp.215-234
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• 2012

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 1998.03a
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• pp.191-197
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• 1998

IMF 체제와 의료시장 개방 체제속에서 경쟁우위와 합리적인 경영환경을 구축하기 위해서는 의료업계에서도 불합리한 구조적 개선과 다변화하는 고객서비스 개선을 위해 병원 조직의 효과성 또는 경영 합리화를 위해 구조조정이 불가피하다. 변화의 대응전략 하나로정보기술(Information Technology)에 의한 HPR(Hospital Process ReEngineering) 방법론을 적용시켜 조직의 리스트럭처링(Restructuring)과 프로세스 리엔지니어링(Process ReEngineering)개선으로 인한 경영환경 변화요인을 분석함으로써 기대되는 학습조직, 유연조직, 가상조직, 네트워크 조직, 인간존중조직의 구성효과와 서비스의 질적 향상, 조직의 재구성, 업무의 재분배,인적자원의 적재적소 배치, 사무환경개선, 업무처리과정이 표준와, 경영환경 개선의 기대효과와 정보기술은 단순한 프로세스의 개선, 효율화가 아니라 새로운 환경에 적합한 최적의 경영도구로 병원의 목적 달성에 간접적이 아닌 직접적인 도움을 주는 성공요인으로 평가하였다.