• 대한교통학회지
• /
• 제28권3호
• /
• pp.75-84
• /
• 2010

현재 우리나라에서는 심각한 교통 혼잡문제와 도시 환경문제를 해결하고자 자전거 이용 활성화 정책을 추진하고 있다. 그러나 정부의 이러한 정책에도 불구하고, 자전거 이용자들은 여전히 자전거를 이용하는데 불편을 느끼고 있다. 따라서 본 연구에서는 이용자 중심의 자전거도로 서비스수준 모형을 개발하여 기존의 가전거도로 및 시설을 이용자 입장에서 평가하고 개선하는데 활용하고자 하였다. 본 연구에서는 실제 자전거 이용자들이 자전거도로를 이용하면서 느끼는 만족도로 자전거도로의 서비스수준을 정의하였다. 분석모형은 순차적 의미를 주는 선택, 선호와 관련된 분석에 적합한 순서형 프로빗 모형을 이용하였다. 또한, 자전거도로의 서비스수준은 실제 이용자들이 구별할 수 있는 수준인 3개(A~C) 범위로 정의하였다. 분석 결과, 이용자 중심의 자전거도로 서비스수준은 자전거도로 폭, 자전거도로축의 진 출입로 수, 자전거도로 유형, 보행자교통량, 대면횟수 순으로 정의되었다.

• 가정과삶의질연구
• /
• 제24권6호
• /
• pp.17-31
• /
• 2006

The purpose of this study was to develop the model of consumer satisfaction with educational services in higher education on the basis of expectation-disconfirmatiom theory. The major findings were as follows : 1. The level of consumer satisfaction with educational services in higher education was low. Among the four dimensions of the educational services in higher education, the level of consumer satisfaction was the highest with 'education' and lowest with cost. 2. In the model of national university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the additional service had the greatest casual effect among them. 3. In the model of private university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the core service had the greatest casual effect among them.

• Asia pacific journal of information systems
• /
• 제14권3호
• /
• pp.23-55
• /
• 2004

Interests on Service Level Agreement(SLA), an immanence operating tool for managing the level of the information system service objectively and qualitatively, were raised among IT outsourcing service providers, outsourcers, and operating departments. Yet, only a few domestic conglomerates adopted the SLA, and exact usage of the SLA is currently unknown. Because of the importance of the SLA between a service recipient and a service provider, the agreement is treated with high confidentiality. This raised the problems to organizations which are considering the SLA but lack in the concrete guide line to internalize SLA management process. This study provides the process model of implementation for SLA by conducting multiple case research. The sampled companies are currently implementing the SLA over 1 year of usage period. Factors were used to provide the managerial contribution for implementing the SLA. To analyse the case samples, in-depth interview method was conducted for each sampled company. As a result, if SLA can be used as an immanence managerial tool and can be actively implemented, it will be an strategic tool for various decision making in IT management practice with long term relationship, better shared partnership, and continuous service improvement.

• Asia pacific journal of information systems
• /
• 제25권3호
• /
• pp.597-625
• /
• 2015

Prior research has emphasized the significant effect of service orientation on organizational performance. However, little research on service orientation has been conducted in the financial field, including the investment management service industry in which high quality service for clients is required. In this paper, we propose a research model that centers on the concept of service orientation as a type of dynamic capability affecting firm performance. The research variables include job competency, risk management capability, operational capability, service orientation, and service performance. We assume that service orientation partially mediates the effects of risk management capability and operational capability on service performance. To test the model, we collected data from 391 fund managers in 86 teams (37 investment management companies) and analyzed it with partial least squares (PLS) method. Each of the 391 fund managers was asked to answer team level measures, which is effective for team level analysis. We find that job competency positively affects both risk management capability and operational capability, which in turn affect service orientation. Risk management capability and operational capability are assumed to directly affect service performance. However, risk management capability does not influence perceived service performance, whereas operational capability does affect it. This result indicates that risk management capability does not directly affect service performance. However, via service orientation, considering that risk management inconveniences customers and is geared to enhance service orientation, service performance is positively affected. Operational capability does not influence service orientation, whereas it affects perceived service performance. This result reveals that operational capability directly affects firm performance. As expected, service orientation significantly affects the service performance perception of fund managers. This study contributes to the literature by introducing service orientation to the financial industry and measures and tests team-level service performance. Our findings also provide insights to practitioners because to enhance team performance, managers must focus on service orientation in addition to operational capability.

• 한국IT서비스학회지
• /
• 제22권5호
• /
• pp.17-30
• /
• 2023

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

• 한국IT서비스학회지
• /
• 제10권4호
• /
• pp.47-65
• /
• 2011

Business organizations are asked to create new business models utilizing current technological innovations such as ubiquitous computing technology for developing new domains of business to obtain a competitive advantage and achieve a sustainable development. This study was focused on the processes for developing new and practical business models. The purpose of this study was to propose ubiquitous sport business modeling processes from the modeling framework. In particular, this study focused on developing new, pragmatic, and effective sport business models, and this new type of business is defined as 'u-sport.' For design the business model, extensive literature reviews and case studies were conducted for benchmarking the cases and expert group review was conducted for developing u-sport business model framework. The suggested business modeling processes in this study were consisted of four phases; 1) organization strategy level setting phase, 2) business strategy level setting phase, 3) business structure level setting phase, and 4) service level setting phase. The modeling processes were verified to adapt ubiquitous sport business. This designing and modeling process is expected to play a significant role on enhancing the technology-based business environments as the process mainly focuses on the service and consumer oriented approach rather than technology and suppliers oriented approach. In conclusion, establishing sport business models by adapting the service modeling process will deliver an exponential growth and development of future ubiquitous based industry.

• 한국건축시공학회지
• /
• 제17권1호
• /
• pp.83-90
• /
• 2017

최근 건설 산업은 BIM 도입을 의무화 하는 정책과 클라우딩 시스템, 각종 센서기술, 3D 스캐닝 및 프린팅 기술 등의 ICT기술들과 융합으로 BIM이 더욱 활성화 되고 있다. 하지만 그에 따른 표현 수준이 다양해지면서 하나의 BIM 프로젝트 내에서 계획, 설계, 엔지니어링, 시공 등 각 분야마다 서로 다르게 적용되어 일관성을 갖기 어렵다. 따라서 BIM 적용에 대한 효율성이 떨어지고 발주처의 입장에서 사업초기 단계에 적절한 BIM의 수준을 결정하기 힘들다. 본 연구에서는 이를 해결하기 위해 IT 분야에서 사용하는 SLA을 활용하여 발주단계에서 사업에 적합한 BIM의 목표수준을 정하고 평가할 수 있는 방안을 모색하고자 한다.

• 한국콘텐츠학회논문지
• /
• 제20권1호
• /
• pp.217-232
• /
• 2020

본 연구의 목적은 e-커머스의 산업 생태계가 활성화 될 수 있도록 온라인유통산업 이해관계자들이 활용 가능한 e-커머스 활성화 요인과 관련된 선행연구를 정리하고, e-커머스 전문가들을 대상으로 FGI를 진행하여 요인별 중요도를 산출하는 데 있다. 이에 선행연구와 FGI를 통해 도출된 핵심요인을 권혁인(2010)의 3 Level Service Model을 바탕으로 하여 계층구조모델을 구조화하고, AHP 방법론을 활용하여 각 요인의 가중치를 도출하였다. 상위요인에서는 민간(0.542) > 공동(0.237) > 공공(0.222) 순으로 중요하게 나타났다. 하위요인에서는 가중치 내림차순으로 '검색서비스 개발(0.0970)' > '추천서비스 개발(0.0805)' > '소비자 니즈 분석(0.0534)' > '고객 소비 패턴 분석(0.0505)' > '타 플랫폼 연계 서비스 개발(0.0450)' 등으로 나타나 우선순위 15위 이내의 요인을 대상으로 각각의 시사점을 기술하였다. 본 연구의 결과는 e-커머스 기업 뿐만 아니라 e-커머스 산업 전반에 활용될 수 있을 것이며, 빠르게 성장하고 있는 e-커머스 생태계에 학문적 토대를 제공할 수 있을 것이다.

• 한국유기농업학회지
• /
• 제18권3호
• /
• pp.315-329
• /
• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.

• 대한토목학회논문집
• /
• 제31권2D호
• /
• pp.217-225
• /
• 2011

현재 우리나라는 자동차 보유대수가 지속적으로 증가함에 따라 교통 혼잡 문제와 환경 문제가 심각한 실정이다. 환경적으로 지속가능한 교통과 녹색 교통수단에 대한 관심이 증대되면서 최근 정부는 자전거이용 활성화 정책을 추진하고 있다. 이에 맞추어 자전거 이용자들이 느끼는 서비스수준을 분석할 수 있는 모형의 개발이 요망된다. 본 연구에서는 자전거도로 이용자들에 영향을 미치는 인자들 중 퍼지적 성격을 지닌 자전거도로 폭, 대면횟수, 보행자 교통량을 선택하여 자전거도로 서비스수준 분석을 위한 ANFIS 모형을 구축하였다. 이렇게 구축된 모형의 예측력은 실측치와 추론치를 비교함으로써 평가하였다. 결정계수 $R^2$와 오차 및 분산정도를 나타내는 척도인 평균절대오차(MAE)와 평균제곱근오차(MSE)가 각각 0.987, 0.142, 0.032로 나타났으며, 모형의 설명력이 높은 것으로 평가된다. 본 연구에서의 자전거도로 서비스수준이 KHCM에 의한 평가치보다 1~3단계 낮게 나타났다. 이는 본 연구에서 추정 된 서비스수준이 보행자 교통량 이외에 자전거도로 폭과 대면횟수를 고려한 이용자가 느끼는 만족도에 기초하여 서비스수준을 도출하였기 때문으로 판단된다.