• Proceedings of the Korean Information Science Society Conference
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• 2011.06a
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• pp.182-185
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• 2011

클라우드 서비스 (Cloud Service)는 다양한 IT자원과 소프트웨어 기능을 서비스 형태로 제공하여 여러 사용자들이 경제적으로 재사용할 할 수 있게 하는 새로운 패러다임이다. 클라우드 서비스의 재사용을 통해 서비스 제공자는 높은 이익을 얻을 수 있고, 잠재적인 서비스 사용자를 위해 재사용성이 높은 서비스를 제공할 수 있다. 그러나, 클라우드 서비스의 재사용성 측정은 중요한 요소로 인식되고 있으나, 이를 측정하기 위한 포괄적이고 실용적인 품질모델이 미흡하다. 따라서 본 논문에서는 클라우드 서비스의 재사용 평가를 위해 클라우드 서비스의 고유한 특징을 정의하고 이를 기반으로 품질모델을 제안하며, 품질속성과 각 품질속성을 측정할 수 있는 품질메트릭을 제안한다.

• Journal of Korean Society of Transportation
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• v.25 no.5
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• pp.7-14
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• 2007

The purpose of this study is to investigate the differences between the service providers and the users of 3PL services, in their perceptions about the qualities. The results of analysis identified five elements of the quality of 3PL services: reliability, efficiency, tangibility, responsiveness, and timeliness. The perceived importance and satisfaction showed the significant differences between 3PL service providers and the clients for all of the five elements. With respect to importance, efficiency showed the largest cognitive difference. Timeliness appeared to be the most important element perceived by both the service providers and the users. In terms of satisfaction, responsiveness indicated the biggest cognitive difference. In addition, it was noticed that the clients' satisfaction levels were particularly low, with respect to responsiveness and efficiency. It must be a strategic task of the 3PL service provider to improve customer satisfaction by reducing those cognitive differences.

• Korea Information Processing Society Review
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• v.10 no.2
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• pp.9-21
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• 2003

최근 들어 서비스 가용도(Availability) 만족에 대한 중요성이 인터넷 기반 서비스 및 응용들의 성패에 가장 결정적인 요소 중의 하나로서 인식되고 있다. 이에 따라, 본 기고에서는 서비스 품질(Quality of Service: QoS)을 기존의 성능 향상 관점에서보다는 가용도 증대의 관점에서 다뤄 보고자 한다. 먼저 가용성 품질(Quality of Availability: QoA)이라는 새로운 개념을 소개하고, 가용도를 QoS의 새로운 평가 척도로써 제어 및 관측 가능한 QoS 파라메터로 정의하는 한편, 인터넷 기반 광역 분산 시스템의 특성에 맞는 가용성 정의를 정립해 본다. 특히 Peer-to-Peer (P2P) 시스템 등과 같이 시스템과 사용자 접속의 동적 변화가 잦은 시스템을 대상으로, 복제(Replication) 기술을 이용한 서비스 가용성 품질 향상 문제를 집중적으로 다뤄본다. 이를 위하여 P2P시스템과 복제기반 분산 서비스를 Stochastic그래프로 모델링해보고, 시뮬레이션 공부를 통하여 여러 가지 복제정책(알고리즘)을 대상으로 서비스 가용성 품질 향상정도를 품질 만족과 보장이라는 차원에서 각각 조사해 본다.

• Journal of the Korean Society of Food Science and Nutrition
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• v.32 no.7
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• pp.1153-1163
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• 2003

The purpose of this study was to evaluate the patients' satisfaction with the quality of hospital food service in Busan area. For the purpose, questionnaires were distributed to 271 hospitalized patients in 4 hospitals (three hospitals for self-operated foodservice, one for contracted foodservice) within 130 beds. The average scores were -0.99/5.00 for quality satisfaction of meal characteristics, -0.68/5.00 for service characteristics, and -0.37/5.00 for nutrition characteristics. The items of low scores in quality satisfaction were treatment of complaints, nutrition of meals, provision of nutritional information, the seasoning of the meals, selective menu, and sanitation of the meals. At the expectation and perception grid, high expectation and high perception items were cleanliness of employees' clothes, cleanliness of dish, employees' courtesy, exactness of meal time, and sanitation of the meals. High expectation and low perception items were treatment of complaints and nutrition. The patients with little appetite showed significantly (p<0.01) lower average scores in meal, service, and nutrition characteristics than those with much appetite. The self-operated foodservice operation had significantly (p<0.01) higher average scores in meal, service, and nutrition characteristics than those of the contracted foodservice operation. The patients hoped to improve the taste of cooked rice and side dish, quantity of the side dish, variety of menu, and sanitation of the meals.

• Journal of the Korean Society for Railway
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• v.18 no.5
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• pp.502-511
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• 2015

The purpose of this study is to prioritize the importance of urban railway service quality through statistical analysis. This was done to maximize customer satisfaction by providing customers of urban railway services (including LRT), operated by the local government, with a better customized service quality. It was hoped that this project would boost the need for public transportation by increasing customer satisfaction, which would eventually lead to more profitable revenue. The results of validity certification of expectations and perceptions before and after the use of government funded urban railway and private sector invested urban railways show that there are gaps for 18 items for the government funded urban rail projects (p<.01), while there is no significant difference for 2 items between expectation and perception (p>.05); private sector invested urban railway projects show differences for all 20 items (p<.001). Therefore, IPA analysis is conducted to improve the service quality; this should lead to a remedy that focuses on service quality. The findings of this study will contribute to providing management strategies for boosting customer satisfaction and creating revenue through customized service quality in the urban railway operating industry (including LRT), which is currently suffering from chronic deficits.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.5
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• pp.520-529
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• 2019

This paper has made an empirical research on airline staff working at Incheon international airport, who perceived safety culture in their organization and delivered safety information while the staff were providing service against passengers. The purpose of this paper was to analyze the relationship among safety culture, service quality and service provider efficacy to find out which factor of safety culture had a significant effect on both service quality and service provider efficacy. Following the results from empirical research, this paper would provide administrative implications which could be applied to improve airline's service quality and to manage effectively the airline staff at field. According to research, it was found fairness culture among safety cultures had a positive and significant effect on both service quality and service provider efficacy. However, reporting/studying culture had a negative effect on them. In other words, it would decrease airline service quality and prevent active service provider's efficacy at airport if a airline management focused reporting/studying culture of safety. It is important to settle down fairness culture of safety to motivate and improve service quality.

• Journal of Industrial Convergence
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• v.20 no.1
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• pp.13-21
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• 2022

Globally, the baby boomer generation is economically retired, and the MZ generation is emerging as a new economic force. This study demonstrated the effect of service quality on user satisfaction and customer loyalty for IT services, and checked whether it had a moderating effect on the MZ generation's perception of service quality and its effect on user satisfaction. In addition, we tried to find implications for service satisfaction of the MZ generation. For this purpose, valid responses were obtained from 496 members of companies receiving IT services from Company A. then, a hierarchical regression analysis were performed to verify the hypothesis. As a result of the analysis, the influence relationship between service quality, user satisfaction, and customer loyalty was confirmed, similar to the results of previous studies, and it was confirmed that the negative moderating effect of lower perception of user satisfaction through interaction. Therefore, it can be suggested that there is a need to develop a new digital-based service that can share and sympathize with special experiences, consumption values and beliefs. In the future, if research is conducted on a variety of consumers, it will be possible to more accurately explore the service perception of the MZ generation.

• Journal of Korea Port Economic Association
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• v.31 no.4
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• pp.151-168
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• 2015

Shippers face uncertainty and risks until the delivery of goods to the buyer (importer). To avoid these uncertainty and risks, shippers use the abroad logistics center and then try to construct continuous contract relations. From this viewpoint, this study examines the motivations of shippers to take advantage of the logistics center and perception difference for service quality according to the characteristics of shippers. For this purpose, T-test and ANOVA analyses are conducted using SPSS 21.0. The results suggest the following implications. First, there are no differences in perception regarding the motivation to take advantage of the logistics center for the size and characteristics of products. Second, the main motivating factors are maneuver to competitors and meeting buyers' demands by using the abroad logistics center. Furthermore, there is the level of perception for service quality regarding packaging and labeling in the logistics center. In contrast, the problem process and the quality of the order progress information is higher. Finally, specific logistics services are required depending on individual products because each product's characteristics are different.

• Journal of Korean Society of Transportation
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• v.25 no.1 s.94
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• pp.81-91
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• 2007

Incheon International Airport (IIAC) has been named "best airport worldwide" according to the AETRA Passenger survey Program that was jointly administered by Airports Council International (ACI) and the International Air Transport Association (IATA) in 2005. This paper identifies eight dimensions underlying the overall service qualify in passenger terminals. These eight elements were found from literature reviews through relevant documents. The research explains the linkage between the overall satisfaction with IIAC and five services that influence that satisfaction. The five services are the following: service quality of passenger terminals, commercial facility services, easy access by transportation, service quality of the airlines, and contributions to the community by IIAC. The data envelopment analysis (DEA) designed by Cook and Kress (CK Model) was used to maximize the efficiency of commercial facility services, easy access by transportation, service qualify of the airlines, and contributions to the community by IIAC because the model best provided practical plans for a more competitive airport. This paper has three significant results. First, it includes research of passenger terminal-oriented service quality. Second, the author researches service qualify focusing on a three-cornered relation among passengers, airline employees, and IIAC. Third, the paper contains research of service quality focusing on IIAC's employees.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.27 no.5
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• pp.1217-1232
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• 2017

Because websites contain personal information such as address, contact information, etc., Attention about website security is required. This research is a study to examine that user's security awareness has a moderating effect on the relationship between website quality factors and trust, information and service value on websites holding personal information. As a result of questionnaire survey of the secondary school students and parents 635 people, website quality factors excluding usability positively affected trust of the website. Information quality on the website had a positive influence on service value and service value also affected trust. User's security awareness about the website has a moderating effect on the relationship between information and service value. The result of this research means that users are not continuously using websites with a low security level. Based on the results of this research, we presented theoretical and practical suggestions for the stakeholders of websites.