• Journal of Information Management
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• v.40 no.2
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• pp.47-70
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• 2009

This study is a exploratory research to develop standard measurement for service quality of public libraries through extracting common factors for them. It suggests that service quality of public libraries can be divided into three primary dimensions interaction of personnel, library resources and programs, physical environment and facilities and each dimensions be several sub-dimensions. It also suggests a third-order factor mode for public libraries' service quality based on the above dimensions and testifies it through exploratory factor analysis and confirmatory factor analysis.

• Journal of Service Research and Studies
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• v.8 no.2
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• pp.67-76
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• 2018

Service quality research has been the subject of service studies for many years. This study is an exploratory study to improve the service quality measurement factor, and the research has been carried out reflecting the nature of the service; relationship quality, interactivity, horizontality, and harmony. Also, among the developed service quality measurement factors, the research model is reconstructed considering the major factors such as environmental quality, result quality, and convenience quality. Relationality and interactivity redesigned the quality factor, which is called interactive quality. The redesigned service quality factors consisted of interaction quality, result quality, environmental quality, convenience quality, harmonious quality, and horizontal quality. Experimental group evaluation was conducted on the quality factors and 18 measurement items were derived. A questionnaire was conducted to verify the validity of the 18 items. As a result of the questionnaire analysis, 6 factors and 15 items among the 18 items of service quality measurement factor were found valid. The six factors for the service quality measurement presented in this study are the results of the early stage research, but they can be used to improve the service quality factor in the future. However, this is significant because it reflects the characteristics of services that are consistent with the service economy. In particular, the horizontal quality and harmony quality factors are new factors not mentioned in the previous studies and need to be verified through further detailed studies. Further research is needed to improve the service quality measurement factors reflecting the nature of services and the characteristics of new services.

• Journal of Digital Convergence
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• v.15 no.8
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• pp.45-58
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• 2017

The international freight forwarders in South Korea currently have fierce competition. However, there are still a very small number of studies Korea locally and globally on the service quality of international freight forwarding industry. This study aims to extract international freight forwarders' service quality factors reflecting the characteristics of freight forwarding industry. Measures of service quality have been selected after literature review and interviews, and then surveys have been conducted on exporters and importers in Korea. The collected data has been analyzed using the exploratory factor analysis. As a result, two service quality factors of international freight forwarders have been extracted: operation characteristics factor defined as accuracy, speediness timeliness and stability, and customer orientation factor defined as professionalism and empathy. An important contribution of this study is that it presents the service quality factors reflecting the characteristics of freight forwarding industry unlike precedent studies. A future research topic is to find out which of the two service quality factors influences more on customer loyalty.

• The Journal of the Korea institute of electronic communication sciences
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• v.8 no.9
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• pp.1351-1358
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• 2013

This paper aims to study the effects of quality of u-City public service on customer satisfaction in the Korea and is summarized as follows. First, we propose a model for assessing customer's satisfaction on u-City public services. The model comprises of information system (IS) quality, information quality, service quality and publicity. For verifying a model, a statistical study by SPSS 12.0 and AMOS 16.0 has been performed. Second, it is shown from the analysis that information system (IS) quality, information quality and publicity have a positive effect on customer satisfaction. while service quality does not. Last, the study shows that u-City public service enables any citizen to connect to necessary service in anytime and anywhere.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.227-244
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• 2009

This study was conducted to develop a multiple-item scale for measuring the food service quality in the restaurant industry. For developing the scale, Kelly Repertory Grid Methods were conducted. Collected data of food service quality were analyzed with the reliability analysis and the factor analysis of SPSS 12.0 and the 3rd-order confirmatory factor analysis of LISREL 8.70. The food service quality model of this study is conceptually based on the Brady and Cronin(2001)'s hierarchical approach to the service quality model. The hierarchical model of the food service quality which comprises three constructs of the physical environment quality, the interaction quality and the food quality as a primary dimension. The hierarchical approaches to the food service quality help overcome the limitations of the SERVQUAL model for which some arguments have been made that it lacks a clear division between the dimensions and its subsequent overlapping between them.

• The Journal of the Korea Contents Association
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• v.12 no.9
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• pp.380-388
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• 2012

One of the key factors for success in fostering web-service is the supply of user-generated contents(UGCs). Technological interactivity is an environmental factor which stimulates user-content interaction, and reflects the system's capability for supporting various interactions that are allowed by a medium. The present study uses a structural equation model to investigate the influence of three components of technological interactivity-user control, synchronicity, and responsiveness-on web-services' perceived content performance. The results show that web-services' user control and synchronicity exhibited a positive relationship with the perceived efficiency of content generation; further, perceived efficiency boosts perceptions of content quality, which means that the user control and synchronicity of a web-service also have an indirect effect on perceived content quality. Additionally, responsiveness has a positive effect on perceived content quality. These findings are important for marketers and operators seeking to make their web-service successful.

• Proceedings of the Korean Information Science Society Conference
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• 2012.06b
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• pp.132-134
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• 2012

웹 서비스 제품은 그 특성상 패치와 릴리즈가 잦고, 개발주기도 아주 짧다. 따라서 한정된 자원으로 많은 양의 품질 보증 활동이 요구되지만, 실시간으로 이루어지는 TTM(Time to market)을 맞추려면 신속하면서도 높은 수준의 품질을 보증하기 어렵다. 본 논문에서는 탐색적 테스팅 기법과 위험기반 테스팅 기법을 간소화하여, 리스크 분석 시 탐색적 기법으로 판단하여 바로 우선순위를 매기고 테스트를 진행한다. 여기서 리스크 Matrix에 리스크 분석 테이블을 적용하여 테스트 우선순위를 판단한다. 검증의 방법은 적용 전/후 프로젝트 수 대비 TTM 준수율 및 품질을 기준으로 한다.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.127-138
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• 2013

This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

• The Journal of the Convergence on Culture Technology
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• v.9 no.5
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• pp.91-98
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• 2023

This study is an exploratory research on smart healthcare services, specifically focusing on a multi-channel CCR based healthcare service system. The study examines the overview and operational principles of the service system, highlighting the significance of user communication and its role in the system's functionality. Furthermore, the study investigates the impact of service quality on user satisfaction and intention to continue using the service. To achieve this, a structural equation modeling(SEM) analysis was conducted with a sample of 188 users who owned and utilized healthcare devices and apps. The results indicate that service quality dimensions (reliability, responsiveness, empathy, assurance, and tangibility) all had a positive influence on user satisfaction. Additionally, user satisfaction was found to have a significant impact on intention to continue using the service. The findings of this study contribute to exploring the effectiveness and potential value of CCR-based smart healthcare services. It was also provided insights for the future development of smart healthcare systems that offer accurate health information and personalized services for individual health management and prevention.

• Journal of Korean Society of Archives and Records Management
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• v.12 no.1
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• pp.59-78
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• 2012

This study confirmed the structural concept and preliminary statements based on concept definition of archival service quality, conducted statistical analysis, and developed the service quality scale equipped with validity and reliability. Developing the scale is unique for pubic institutions and expected to play a practical role in presenting for each archive more effective operation method to enhance service quality by diagnosing its status and identifying the differences from other archives.