• Korean Business Review
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• v.19 no.1
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• pp.193-221
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• 2006

Customer Contact, defined as "the extent of interpersonal interaction between customer and service provider", is recognized as an important contributor to the perception of service quality, which in turn brings positive impacts on customer satisfaction, customer retention and loyalty especially in service contexts. The major purposes of this study are to explore the dimensionality of customer contact construct, to access the influences of customer contact dimensions on service quality dimensions, and to evaluate the relative importance of customer contact dimensions on service quality. Data from 388 customers of hotels at youngdong area in Kangwon-do were analyzed with major findings and their implications for service companies including hotels are as follows. First of all, the results of factor analysis show that customer contact is constructed with two dimensions, namely communication time and contact proximity. Secondly, overall customer contact is found to have positive effects on customers' perception of overall service quality and each dimension of customer contact has significant effects on overall service quality. Third, contact proximity dimension has relatively more important contributors than communication time has on overall service quality and four dimensions of service quality.

• Proceedings of the Korean Society Of Semiconductor Equipment Technology
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• 2006.10a
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• pp.5-9
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• 2006

공초점 주사 현미경(Confocal Scanning Microscope, CSM)은 Bio-cell 및 특정 형태를 가지는 object의 고분해능 3차원 영상복원이 가능하여 3차원 측정장비로 주로 사용된다. 특히 LCD 패널 및 반도체 웨이퍼의 불량 검사 장비로의 활용이 가능하여 3차원 영상으로부터 불량 여부와 원인을 알아낼 수 있다. 하지만 생산 공정에서 불량 검사를 하기 위해서는 고속, 고품질의 성능이 요구된다. 따라서 이 논문에서는 공초점 주사 현미경을 이용하여 고분해능으로 고속, 고품질의 3차원 영상복원을 할 때 어떠한 조건이 요구되는지 알아보고 시뮬레이션 하도록 하겠다.

• Journal of the Korean Society for Library and Information Science
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• v.47 no.4
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• pp.335-361
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• 2013

This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items - namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).

• Information Systems Review
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• v.24 no.1
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• pp.157-181
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• 2022

As competition in the airline industry intensifies, effective airline service quality evaluation has become one of the main challenges. In particular, as big data analytics has been touted as a new research paradigm, new research on service quality measurement using online review analysis has been attempted. However, these studies do not use review titles for analysis, relyon supervised learning that requires a lot of human intervention in learning, and do not consider airline characteristics in classifying service quality dimensions.To overcome the limitations of existing studies, this study attempts to measure airlines service quality and to classify it into the AIRQUAL service quality dimension using online review text as well as title based on self-trainingand sentiment analysis. The results show the way of effective extracting service quality dimensions of AIRQUAL from online reviews, and find that each service quality dimension have a significant effect on service satisfaction. Furthermore, the effect of review title on service satisfaction is also found to be significant. This study sheds new light on service quality measurement in airline industry by using an advanced analytical approach to analyze effects of service quality on customer satisfaction. This study also helps managers who want to improve customer satisfaction by providing high quality service in airline industry.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 2020.11a
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• pp.200-201
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• 2020

본 논문에서는 ICP (iterative closest points) 기반의 포인트 클라우드 콘텐츠 품질 개선 방법을 제안한다. 포인트 클라우드 콘텐츠는 실제 환경의 물체를 3 차원의 점으로 획득한 실감 콘텐츠이다. 이처럼 3 차원 점으로 구성된 포인트 클라우드 콘텐츠는 영상 확대 또는 포인트 클라우드 획득 및 복원 과정에서 콘텐츠의 품질이 저하될 수 있다. 제안하는 방법은 ICP 알고리즘을 활용히여 이전 프레임과 현재 프레임 상의 포인트 클라우드 위치 사이가 존재하는지 검사하고, 피사체의 움직임에 의해 발생한 프레임 간 차이를 보정하여 콘텐츠의 품질을 향상시켰다.

• Journal of Digital Convergence
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• v.10 no.4
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• pp.1-9
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• 2012

Emerging three-dimensional television (3DTV) as a new IT product shows a possibility that television is not for just watching broadcasting, but an attractive tool for applying it to our real life. Three dimensional television is generally more effective and attractive than two-dimensional television (2DTV). But it still needs continuous technological improvement to solve its inherent limitations until many customers decide to purchase 3DTVs without hesitation. Innovative products like 3DTV encounter a quality problem leading purchase decision by customers. Quality is regarded as one of the most important factors affecting customers to adopt and use the product. Furthermore, measuring quality effectively is considerable for the 3DTV research. In this paper, we suggest the Analytic Hierarchy Process(AHP) method for evaluating 3DTVs in a view of quality. We describe quality criteria affecting the 3DTV selection through a literature survey and develope an analytical method for measuring quality. We classify the quality of 3DTV into four types and suggest a concept of the quality ratio as a measurement criteria instead of the quality gap. Though a numerical example, we show how priorities of 3DTV with versatile manufacturers is computed.

• Journal of Advanced Navigation Technology
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• v.13 no.4
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• pp.566-576
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• 2009

The primary purpose of this study is not only to understand the concept of event service quality but also to identify the service experimental factor for the better measure of sales promotion event service quality. The major findings from the study were as follows: There was difference influence power in event service quality, the experimental factor is more important than prior service quality factors such as reliability, assurance, tangibles, empathy and responsiveness. Also, customer's satisfaction was influenced by their behavioral intention such as overall reusing intention and recommendation intention. In conclusion, this study is especially meaningful that experimental factor is more important than prior service quality factors and will help the airline marketing staff in charge to build up their strategy for maintaining customer. And it is hoped that this study has been helpful to comprehend relationship among the service quality factor that have strong effects on increasing airline's profitability.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.3
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• pp.55-79
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• 2007

In this study the need for new service qualify assessment scale is investigated to cope with the paradigm change in library information service and the dimension and model for e-service quality assessment applicable to a digital library are developed. In order to verify newly proposed dimension and model for e-service qualify assessment, the dimension which is developed by employing data collected from NDSL(National Digital Science Library) and its factor are analyzed and casuality analysis between independent and dependent variables is executed based on the proposed e-service qualify model We also analyze the gap between customer's ideal expectation and perception and, finally investigate what is the most important dimension among e-service quality in the digital library from the customer's point of view.

• Journal of the Korean Society for Library and Information Science
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• v.58 no.2
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• pp.289-316
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• 2024

This study aimed to develop and validate a research model to investigate how the service quality of public libraries, where a 3-dimensional service quality model was applied, impacts user satisfaction and loyalty. We collected 353 valid responses through a survey targeting public library users across 21 locations, considering various regional and library-specific characteristics. Our analysis revealed that physical environment quality (PQ), interaction quality (IQ), and outcome quality (OQ) of service quality influence user satisfaction (US). Additionally, outcome quality (OQ) of service quality impacts user loyalty (UL), and user satisfaction (US) affects user loyalty (UL). We also found that quality improvement is a leading factor for user satisfaction, user satisfaction is the primary factor of user loyalty, and the perception of service quality directly and indirectly affects user satisfaction and loyalty. We concluded that continuous research should be actively conducted to respond to the evolving needs of public library users.

• Journal of Distribution Research
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• v.5 no.2
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• pp.20-48
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• 2001

As the quality movement is beginning to take shape in the service sector, the shift to a quality focus becomes essential to the competitive survival of service business. The purpose of this paper is to analyze the effect of interaction between customer and service provider on perceived service value in service encounter using service delivery model, which is based on two key factors such as customer participation and service provider's control. Support is found for a number of the hypothesized structural relations. Some implications for service marketing practice are discussed briefly.