• 한국IT서비스학회지
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• 제7권1호
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• pp.1-22
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• 2008

A business consulting service combines company's knowledge and information with external's ones systematically. This combination achieve knowledge synergy and make added value for the business as a whole. Therefore, a business consulting service has been called Knowledge Ware Industry. Consulting corporations and consultants must provide valuable services for running and growing their business successfully. A value of business consulting service could be identified offset quality and benefits from costs. This study conducted survey about business consulting service quality by SERVPERF model and benefit, customer commitment. The research result showed that the quality of business consulting service effects on the benefit positively and benefit increased customer commitment. Finally, there is positive relationship between customer commitment and intention of continuing of the business consulting service.

• 품질경영학회지
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• 제50권3호
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• pp.387-405
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• 2022

Purpose: This study aims to develop a communality model to measure the service quality that the customers encounter on face-to-face and non-face-to-face automobile insurance before and after insurance purchase. Methods: For these purposes, we conduct a five-step program to develop a comprehensive communality model to measure service quality except insurance purchase channels. Results: As a result, we find five communality factors: value-added service for automobile maintenance, value-added service for drivers, quickness, dispatch service, and convenience of the service process. And the relative importance of service quality factors was in the order of value-added service for drivers, the convenience of the service process, quickness, and dispatch service, respectively. Conclusion: This study developed the opportunities to enhance service quality to attract customers. And it contributes to the academic literature by reporting the industry-specific service quality model, which maintains a theoretical gap in the online and offline automobile insurance industry.

• 현장농수산연구지
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• 제14권1호
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• pp.195-209
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• 2012

1) 버섯종균 생산 시스템 개선 버섯의 품질과 수량을 좌우하는 주요 요인은 종균의 활력이다. 그러나 말라위에서는 종균의 활력이 낮아 조그마한 350cc 음료수 병에 배양 완성하는데 20일이 소요되는 등 노동력의 비효율성을 개선하였다. 따라서 350cc 병을 3500cc 비닐봉지로 개선하여 입봉하는데 소요되는 시간을 10배 이상으로 단축 개선하였다. 또한 곡립종균을 액체종균으로 대처한 결과 균사생장 속도가 빨랐으며 작업속도가 빨라졌다. 곡립 수수를 밀로 대체하여 종균제조 노동력을 효율적으로 전환하였다. 2) 버섯재배사 환경관리 개선 버섯재배의 4대 환경조건은 온도, 습도, 환기, 광이다. 그러나 말라위의 버섯재배사는 4대 환경조건 조절을 자연상태에 의존하고 있다. 그럼에도 불구하고 비닐로 커버된 상태에서 문을 닫아두어 과습이 되고 환기가 되지않았다. 이를 개선하기 위하여 직경 5cm 환기공을 버섯재배사 당 4개씩 만들도록 지도하였다. 3) 버섯배지 개선 말라위에서는 옥수수 대를 잘라 버섯배지로 주로 이용하고 있다. 이를 개선하여 말라위 북부지역(다광)에 대규모 사탕수수 공장을 방문하여 사탕수수 박을 이용하여 버섯재배 기술을 교육하였다. 이를 이용함으로서 버섯 균사생장속도를 빠르게 하고 균사량의 축적을 높이도록 하여 고품질 다수확하는데 교육을 하고 컨설팅을 실시하여 개선하였다. 4) 버섯 배지 야외발효 후 지면재배 시도로 시간 단축과 비용절감 말라위 버섯배지 혼합제조법은 옥수수대 한가지로서 영양원이 없다. 이를 개선하여 배지를 수분을 흡수시킨 후 야외 퇴적하므로서 배지의 물리성을 개선하고 야외발효 과정 중 양분이 합성되어 양질의 배지를 만드는 방법이다. 야외발효한 배지를 봉지에 담아 균상에 입상하는 불편함과 나무로 만들어진 균상대의 과습으로 인한 곰팡이 발생과 개미 침입으로 썩는 것 등을 방지하기 위하여 지면재배 방법으로 개선하였다. 이 지면재배는 균상 만드는 나무재료와 인건비 절감. 병해충 발생 방제 뿐만아니라 고품질 다수확할 수 있는 방법으로 개선 교육과 시범 시연을 실시하였다.

• 품질경영학회지
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• 제51권4호
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• pp.551-571
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• 2023

Purpose: The purpose of this study is to propose useful suggestions by analyzing the causal effect relationship between the failure rate of quality and the process variables in the C5ISR domain of the defense industry. Methods: The collected data through the in house Systems were analyzed using Big data analysis. Data analysis between quality data and A/S history data was conducted using the CRISP-DM(Cross-Industry Standard Process for Data Mining) analysis process. Results: The results of this study are as follows: After evaluating the performance of candidate models for the influence of inspection data and A/S history data, logistic regression was selected as the final model because it performed relatively well compared to the decision tree with an accuracy of 82%/67% and an AUC of 0.66/0.57. Based on this model, we estimated the coefficients using 'R', a data analysis tool, and found that a specific variable(continuous maximum discharge current time) had a statistically significant effect on the A/S quality failure rate and it was analysed that 82% of the failure rate could be predicted. Conclusion: As the first case of applying big data analysis to quality issues in the defense industry, this study confirms that it is possible to improve the market failure rates of defense products by focusing on the measured values of the main causes of failures derived through the big data analysis process, and identifies improvements, such as the number of data samples and data collection limitations, to be addressed in subsequent studies for a more reliable analysis model.

• 서비스연구
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• 제13권3호
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• pp.82-104
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• 2023

본 연구는 AI챗봇 서비스를 이용한 사용자의 경험이 관계품질과 행동의도에 미치는 영향에 대해서 살펴보고자 하였다. 연구를 위하여 AI챗봇 서비스를 경험한 사용자를 대상으로 설문조사를 실시하였고, 최종 299부의 유효한 데이터를 분석하여 연구가설을 검증하였다. 분석결과 AI챗봇 서비스의 인지적 경험, 감성적 경험 및 관계적 경험을 통하여 사용자에게 AI챗봇 서비스에 대한 관계품질 차원인 만족과 신뢰가 형성됨을 확인하였으며, 특히 인지적 경험에서 AI챗봇 만족과 신뢰로의 경로계수가 감성적 경험 및 관계적 경험의 경로계수보다 크게 높았다. 또 만족과 신뢰는 각각 AI챗봇 서비스에 대해 소비자의 행동의도 차원에 해당하는 지속사용의도와 추천의도에 긍정적인 영향을 미침을 확인하였다. 또 관계품질에서 행동의도로의 모든 경로에서 유의함을 보였지만, 만족에서 AI챗봇 지속사용의도와 추천의도로의 경로계수가 신뢰에서의 경로계수보다 크게 높았다. 본 연구를 통하여 행동의도에 영향을 미치는 관계품질과의 영향 관계가 온라인 환경의 AI챗봇 서비스에서도 영향을 미친다는 이론적 토대를 마련할 수 있었으며, 관계품질이 AI챗봇 서비스 제공자 즉, 기업과 AI챗봇 서비스 사용자의 지속사용의도와 추천의도 등 소비자와의 장기적인 관계를 맺어가는데 있어서 중요한 매개요인임을 시사한다는 점에서 연구의 의의가 있다.

• Journal of Information Technology Applications and Management
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• 제12권3호
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• pp.111-128
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• 2005

This paper examines the validity of the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure Ire IS customers' expectations and perceived quality of the services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. This on-going research so far, has been applied to six (6) different organizations that have received IT consulting services over the past years. From the preliminary data collected, the correlation and the factor analyses were conducted to understand the underlying concept and refinement of the measurement tool. Although the correlation analysis showed a little tendency of collinearity among some of the variables, all showed sound relationship of the proposed hypotheses. The exploratory factor analytic approach was chosen because it does not set any priori constraints on the estimation of components or the number of components to be extracted. The number of different factor solutions was extracted and tested to see which solution represents better grouping of the variables. The Crombach's Alpha was computed on different combinations of the factor solutions to ensure validity. The results show 8-dimensional IT consulting SERVQUAL measures which they are, assurance, knowledge & skill, customer relationship, support, empathy, process management, expertise, and education, seem more appropriate than the originally proposed 6 dimensions. The study approach was non-experimental cross-sectional research design. The longitudinal design of follow-up studies to periodically revise and refine current measure is strongly recommended for fine tuning of the tool.

• 농촌계획
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• 제25권2호
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• pp.23-33
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• 2019

The study aims to measure the quality of consulting services for village-building projects in rural areas. To this end, the government wanted to analyze the impact of the quality of service on residents' satisfaction and business performance in villages that are receiving consulting services. As a result of the empirical analysis of the case areas, the five-dimensional tangibles, reliability, assurance and empathy of the quality of consulting services in rural villages had a defining influence on the residents' satisfaction. And the residents' satisfaction of consulting services had a defining influence on the business performance of the village with tangibles, reliability, and assurances. The main implications presented on the basis of these results were analyzed that it was necessary to universalize the assessment of service quality, to strengthen the burden of the village on the cost of consulting services, and to induce participation through a sufficient understanding of the villagers' business.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2013년도 추계학술발표대회
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• pp.933-935
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• 2013

국내 시스템 구축(System Integration) 및 유지보수(System Maintenance) 사업은 긴 사업 기간과 함께 하나의 사업을 다양한 업체와 함께 협력하여 개발을 하며 운영되고 있다. 이 중 대형 IT서비스업체는 컨설팅 및 제안을 통해 고객의 업무와 요구사항을 파악하며, 프로젝트를 이끌기 위해 방법론을 적용하여 사업 체계 관리 및 운영을 주로 담당한다. 그런데 이와 같은 관리 위주의 사업을 진행함으로써 임직원들의 개발 역량 부족 문제가 발견되고, 이것은 시스템에 대한 이해도 부족으로 다양한 업체와 협력하는데 있어 커뮤니케이션 문제로 직결되어 시스템의 품질 및 결함에 영향을 주기 때문에 이에 대한 대책 및 예방활동이 필요하다. 또한, 작은 국내 시장에서는 이미 경쟁이 심화 되어 포화 되었으며, 대부분의 IT서비스기업은 SI사업에서 솔루션사업으로 변모하기 위해 노력 중이고 국내 시장에서 해외 시장으로 눈을 돌리고 있으므로 직원들에 대한 기술 역량이 시급한 실정이다. 이와 같은 상황에 기업은 준비가 미흡할 뿐만 아니라 해당 활동을 수행하기 위한 필요한 지식 및 방법을 익히는데 어려움이 있는 상황이다. 본 논문에서는 이러한 상황을 극복하기 위해 대형 IT서비스업체에서 진행된 개발역량강화 학습조직 적용 사례에 대해 소개를 하고, 이에 대한 효과 검증을 해보고자 한다.

• 한국IT서비스학회지
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• 제20권2호
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• pp.111-126
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• 2021

A Kano model was used to classify the quality attributes of the service robot function for actual deployment that can support and replace bank employees. Quality attributes for a total of 6 dimensions and 23 service elements were divided into bank employees and customer groups, and service priorities were derived after comparative analysis. The Decision tree model was used to supplement the excessive simplification of quality attributes by the modest number of Kano models and to classify and predict by segment market. Of the 23 services, 16 were classified into the same attributes in both groups. 6 services classified as combination attributes used a Decision tree to identify differences in perception of quality attributes among groups. In terms of basic financial services and professional financial services, it was confirmed that bank employees feel financial service robots more attractive than ordinary customers. In the design of IT convergence service, we propose a methodology for deriving quality attributes by combining a Kano model for classifying quality attributes of two groups and a Decision tree for forecasting subdivision markets.

• 디지털산업정보학회논문지
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• 제18권2호
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• pp.61-75
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• 2022

The purpose of this study is to analyze the impact of quality management system requirements, a management innovation technique, on business performance to secure the competitiveness of SMEs in an environment of increasing uncertainty in the global economy and intensifying competition. To this end, a survey was conducted on small and medium-sized enterprises (SMEs) operating a quality management system, and statistical analysis was performed through validity and reliability analysis, regression analysis, and group analysis using IBM SPSS 26.0. As a result of the study, it was found that planning, operation, support, and improvement, which are the core requirements of a quality management system, have a positive effect on business performance. In addition, through group analysis, it was found that the effect of quality management system requirements on business performance varies according to the level of the company. This means that the importance of quality management requirements required for strategy establishment varies according to the quality management introduction level of small and medium-sized manufacturers, and it can be used for small and medium-sized manufacturers to set strategic directions.