• Journal of Korea Society of Industrial Information Systems
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• v.19 no.4
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• pp.73-85
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• 2014

The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.

• The Journal of the Convergence on Culture Technology
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• v.5 no.1
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• pp.21-26
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• 2019

This paper examines effect of fitness between innovation and HRM type on firm performance(quality competitiveness, operating profit). Data were extracted from the Korea Labor Institute's workplace panel survey(WPS) from 2015, and the analysis used 3,431 companies. To test the research model, analysis of variance(ANOVA). The model shows that full-innovation/commitment HRM type companies were significantly higher quality competitiveness, and operating profit than other companies. And low-level innovation/control HRM type companies were significantly lower quality competitiveness and operating profit than other companies.

• The Journal of the Korea Contents Association
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• v.17 no.11
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• pp.60-69
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• 2017

Recently, with the rapid development of internet and smart phones, social network services that can create and share various information through relationships among users have been actively used. Especially as the amount of information becomes enormous and unreliable information increases, expert recommendation that can offer necessary information to users have been studied. In this paper, we propose an expert recommendation scheme considering users' interests, human relations, and response quality. The users' interests are evaluated by analyzing their past activities in social network. The human relations are evaluated by extracting the users who have the same interesting fields. The response quality is evaluated by considering the user's response speed and response contents. The proposed scheme determines the user's expert score by combining the users' interests, the human relations, and the response quality. Finally, we recommend proper experts by matching queries and expert groups. It is shown through various performance evaluations that the proposed scheme outperforms the existing schemes.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.374-386
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• 2016

This research has analyzed the influences of Service quality on Brand image, Brand attitude and Behavioral intentions. And it is also investigate how is brand image and attitude effects behaviors on customers to choose airline. This research have valuable data in order to establish the strategy how airlines can introduce themselves to customers. Based on the statistic results, We are able to find out the meaningful differences. Airline's Service Quality cause the positive influences on brand image, brand attitude and behavioral intentions. This research has several implications such as what kind of strategies airline needs focused on in order to improve passenger's satisfaction.

• Journal of Korean Library and Information Science Society
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• v.41 no.4
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• pp.127-150
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• 2010

This study aims to analyze the gap between university students' cognitions and expectations on users' cognitions about dimensions of library staff service quality and the reason of gap. The results showed that the overal service didn't reach the users' minimum expectation. Among the every item of service quality, the greatest expectation service was the quick delivery of non home library materials and staff's politeness. The most great was in-depth subject services and friendly encounter. The staff service quality gave the library satisfaction; in-depth subject services, exact understanding of user needs and politeness. The great gaps were caused to the lack of willingness to answer question, the lack of communication, and the lack of user care etc.

• Proceedings of the ESK Conference
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• 1992.10a
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• pp.26-32
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• 1992

세계적으로 항공기 사고의 통계적 분석에 의하면 항공기 운용자의 인적과실(Human error)로 인한 항공기 사고가 약 70% 이상으로 보고되고 있다. 항공기 운용자의 인적과실에 기인한 요인들 중에서 운용자의 작업량, 작업공간, 작업환경, 인체크기, 인체 생리, 인간 심리 및 습관 등을 항공기 설계단계에서 고려하지 못한 요인이 대부분이다. 일반적으로 항공기 비행품질(Flying qualities)의 영향을 주는 설계분야는 크게 세가지로 항공기 형상(Configuration), 조종체계(Control system)및 조종실 배치(Cockpit layout)로 분류된다. 이들 세가지 설계분야 중에서 조종실의 운용자 인간공학적인 요구 사항을 고려하지 않으면 항공기 운용성 품질중에서 삼분의 일이 감소될 수 있다. 그리고 항공기 개발시에 전담하는 항공기 설계 분야별로 구분하고 그 전담설계 부서들과 인간공학적 조종실 설계 전담 부서가 항공기 비행 품질 및 운용자 인적과실(Human error)에 미치는 영향을 분석하고 인간공학의 중요성을 강조한다. 항공기를 개발할때에 개발자는 그 항공기를 운용하는 운용자의 인체, 생리, 심리, 습관 등을 고려 하여 항공기 조종실의 인간공학적 최적화 설계 및 배치 (Design and layout)를 개발초기단계부터 항공기를 설계할때에, 그 항공기의 조종실 품질은 조종사가 항공기 비행 임무를 수행할때에 항공기 비행을 위한 용이한 정보 인식(Sencing), 용이한 정보 결심(Deciding) 및 용이한 조종(Manipulating)의 특성을 조종사에게 제공할 때 항공기 비행 품질이 좋아질 것이다.

• Korean Journal of Social Welfare
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• v.67 no.4
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• pp.51-77
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• 2015

This study attempts to examine the relationship between human resource management & financial resource management and service quality in social service organizations in Korea. This study utilizes '2012 Central Government Social Welfare Facilities Evaluation (CGSWFE)' data and employs multiple regression method to examine research model. The key findings of this study are as follows: (1) after controlling extraneous variables (organizational characteristics), among human resource management related variables, performance appraisal, fringe benefits, supervision, formal grievance procedure, the percentage of employees with certified professional license, and salary have statistically significant relationships with service quality in a positive direction; (2) among financial resource management related variables, the percentage of additional governmental funding beyond basic government subsidies, accounting management, and transparent use and management of donations have statistically significant relationships with service quality in a positive direction; and (3) human resource management related variables are stronger than financial resource management related variables in explaining service quality. The findings imply that more systematic human resource management and financial resource management would be very important in strengthening service quality in social service organizations. This study provides new knowledge foundation regarding the effect of human resource management and financial resource management on service quality in social service organizations.

• Journal of Distribution Research
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• v.13 no.3
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• pp.127-154
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• 2008

For the large scale retailers such as chain discount stores and specialty stores, having measurement tool to maintain service quality can be very crucial to sustain high and same level of service qualities around multiple stores. This study aims to develop service quality scales of large-scale stores using Korean discount store cases. We have studied the previous service quality measures including RSQS(Retail Service Quality Scale) and have modified and developed our own scale model called KD-SQS(Korea Discount Service Quality Scale). The following six components have been revealed as the basic dimensions of service quality of Korean discount stores: basic benefits, promotion, personal interactions, physical aspects, policy and additional convenience. Our scales have been verified through various validity and reliability tests.

• Journal of Advanced Navigation Technology
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• v.16 no.2
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• pp.340-350
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• 2012

The purpose this study is to find out how cabin service quality influences customer value and relationship retention intention focus on upper-class seats customer in airline. In the result of the hypothesis verification, this study hypotheses concerning the effect relations between cabin service quality, customer value and relationship retention intention. Therefore this study needs to be studied the quality of cabin service of upper-class and service value. Based on the research findings airline cabin service department have to examine various customer needs with the development of items and services.

• Journal of the Korea Society of Computer and Information
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• v.11 no.3
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• pp.249-258
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• 2006

This study was conducted to identify a strategy on using the high qualify human resources for single PPM quality renovation of advancing Korean companies into China. According to the results of the study, it is very important for Korean managers to adapt themselves to Chinese circumstances. The best strategy on using the high quality human resources for single PPM quality renovation in China is employment on the spot.