• Title/Summary/Keyword: CS(customer satisfaction)

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The Convergence Research on Waiting Time, Hospital Image, and Patient satisfaction in Dental Care Consumers (치과 의료소비자의 대기시간과 병원이미지 및 환자만족도간의 융합적 연구)

  • Ji, Min-Gyeong;Lee, Mi-Ra
    • Journal of Convergence for Information Technology
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    • v.8 no.4
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    • pp.27-35
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    • 2018
  • This study aimed to analyze the association among dental care consumers' responses to waiting time, hospital image, and patient satisfaction and provide basic data that could help qualitative waiting conditions management related to health care service. A survey was conducted from May 18 to June 20, 2016 in adults who had spent waiting time at dental hospitals or clinics, and the following conclusion was drawn: Hospital image was associated with the changes in reliance on dental care centers in case of long wait, the changes in reuse intentions, and the reservation system, and patient satisfaction was associated with gender, explanation of expected waiting time, the changes in reliance on dental care centers in case of long wait, the changes in reuse intentions, and the reservation system. The positive responses to waiting time was positively correlated with hospital image and patient satisfaction; the negative reaction to waiting time was negatively correlated with hospital image and patient satisfaction; and hospital image was positively correlated with patient satisfaction.

A Study on the effect of Spectrum difference between Cellular and PCS from Mobile Telecommunication Customer's perspective

  • Youn, Young-Seog;Cho, Byung-Sun;Ha, Young-Wook
    • Journal of Korea Technology Innovation Society
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    • v.9 no.4
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    • pp.627-653
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    • 2006
  • The purpose of this study lies in understanding how the spectrum assigned for each mobile operator affects the consumers of mobile service. For this purpose, we have observed the change of path coefficient in the structural equation, using control variables. However, the structure of the mobile service market in Korea has become fixed. Considering this tendency and the conclusion of this study, the 'lock-in effect' occurs seriously in the mobile service market in Korea. It can be explained by the fact that CS(Customer Satisfaction) of the cellular subscribers little affects customer loyalty but the market dominance of the cellular service in the actual market has continued for a long time. In this study, we figured out a strong prejudice about call quality, which is caused by spectrum difference among competitors. Cellular subscribers tends to believe that call quality of their cellular service is better than that of PCS. In addition, we found that PCS operators can catch customer's retention by investment into network in order to increase call quality.

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The Job Analysis of Head Hospital Coordinators Based on the DACUM Method (DACUM 기법에 의한 병원코디네이터실장의 직무분석 연구)

  • Yoo, Hyeong Sik;Shim, So Young;Kim, Mi Suk
    • Korea Journal of Hospital Management
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    • v.21 no.3
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    • pp.37-52
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    • 2016
  • The purpose of this study was to analyze the job of Head hospital coordinators based on the DACUM(Developing A Curriculum) method. The contents of this study were to extract the duties, tasks and performance standards consisting of the job of a Head hospital coordinator and to investigate levels of importance, difficulties, frequency and entry level on each task, and to make out a job model of Head hospital coordinators. A DACUM committee(seven members) was composed to analyze the job of Head hospital coordinators and the committee members were totally nine : a facilitator, seven Head hospital coordinators and a recorder. This study was conducted in Seoul and Gyeonggi Province from August to December, 2015. The major findings of this study were as follows; first, a Head hospital coordinator is defined to be an expert to create values and culture of a hospital, plan and manage hospital's efficient management methods to maximize customer satisfaction and improve the management of a hospital. Second, the job of Head hospital coordinators was categorized into total nine duties and sixty eight tasks. Third, duties in the job of Head hospital coordinators were classified into organization of medical management planning, medical management analysis, medical service quality management, hospital marketing, hospital customer management, hospital human resource management, hospital organization management, hospital financial management and self development.

Analysis of Defence Service Quality using PCSI Index and an Empirical Comparative Analysis - Focusing on Small Businesses less than 100 Employees (PCSI 지수를 활용한 국방 서비스품질 분석 및 실증적 비교분석 -100인 미만 소기업 중심으로)

  • Nam, Yoon-Wook;Ko, Dong-Hyeon;Kim, Hyun-Min;Lee, Kowan-Woo
    • Journal of Korean Society for Quality Management
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    • v.51 no.1
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    • pp.37-54
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    • 2023
  • Purpose: A main aims are to check the level of satisfaction of service quality and derive service quality factors in the field of defense quality assurance activities that need improvement. Furthermore, the paper presents a basic data for identifying future development directions. Methods: Classify the level of service perceived by customers and calculate the customer satisfaction coefficient and PCSI index. In addition, the direction of future research is established by empirically comparing and analyzing the data of this study and the past data. Results: The paper derive the service quality factors to be provided to small businesses in the current state. Moreover, It shows the increasing trend of new companies using comparative analysis with past data Conclusion: Since the new company consists of small businesses with less than 50 employees, further research on small businesses is needed in the future.

The Influence of Pre-Chase's Internal Marketing on Job Satisfaction in the Beauty Industry (뷰티산업에서 프랜차이즈의 내부마케팅이 직무만족에 미치는 영향)

  • Kim, Hyun-Joo;Shin, Dong-Hwa
    • Journal of Convergence for Information Technology
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    • v.9 no.12
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    • pp.271-278
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    • 2019
  • Working in the beauty industry accompanies high emotional stress because of the need to provide face-to-face customer service. Therefore, beauty industry employees should be recognized as internal customers and job satisfaction should be enhanced through appropriate internal marketing (education and training, compensation system, delegation, management support). With this preceded, it could lead to employees providing various satisfactory services to external customers, ultimately resulting in maximized sales and lower turnover rate. Four hypotheses were established to support this proposition, and 320 copies of questionnaires were collected from Nov. 1 to Dec. 30, 2018 targeting the beauty industry franchise workers which were analyzed through frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis, route Analysis and the like, using programs AMOS 21.0 and SPSS 22.0. As a result, education and training did not affect employees' job satisfaction, but the compensation system, delegation, and management support had a positive(+) effect.

Study on SNS Information and Quality of Service (SNS 정보와 네일서비스 품질 및 만족도 관련 연구)

  • Li, Shun-Hua;Choi, Seong-Hye
    • Journal of Convergence for Information Technology
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    • v.11 no.1
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    • pp.225-235
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    • 2021
  • This study presents how the recognition of nail care shop's SNS information and nail care service's quality affects to customer's satisfaction, with 257 women who is aged between 20 and 50, with survey. The recognition of nail care shop's SNS information is comprised with understanding, utilization, and loyalty. The recognition of nail care service's quality is comprised with external service, internal service, and the service attitude of employee. All the factors are verified with feasibility study and reliability test. The information about nail care service can be found at the internet and SNS most. The recognition of nail care shop's SNS information has positive effect with the satisfaction of SNS, and the recognition of nail care shop's quality has positive relationship with the satisfaction of nail care service. The various utilization of SNS service with systemic service attitude of employee can lead to positive effect of promoting a nail care shop.

The Effects of Accounting Service Worker's Professionalism and Accounting Information System's Level on the Quality of Customer's Accounting Information (회계서비스종사자 전문성과 회계정보시스템 수준이 고객사 회계정보의 질에 미치는 영향)

  • Lee, Ji-Young;Kim, Kyung-Ihl
    • Journal of Convergence Society for SMB
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    • v.6 no.3
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    • pp.1-6
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    • 2016
  • The purpose of this study is to verify mainly qualitative characteristics impact on the quality of customer's accounting information to analyze the expertise and the level of accounting system, accounting service worker. This method was conducted in empirical research by the hypothesis based on the survey after examining theoretical background founded on the literature search. As a result, by accounting information systems needed Accounting services worker's professionalism, customer to be served most satisfies faithful representation among the qualitative characteristics and it showed timeliness is low satisfaction. This study will contribute to enhance the recognition and improvement of expertise of the accounting service workers, in the future for improving the quality of accounting information system, discussion will be needed about the contents and method for education and training.

Dual Path Model in Store Loyalty of Discount Store (대형마트 충성도의 이중경로모형)

  • Ji, Seong-Goo;Lee, Ihn-Goo
    • Journal of Distribution Research
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    • v.15 no.1
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    • pp.1-24
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    • 2010
  • I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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A Study on Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees for Deluxe Hotel in Seoul (특급호텔 서비스종사원의 조직적 시민행동과 역할외적 행위가 고객의 서비스품질에 미치는 영향)

  • Park, Jeong-Joon
    • Journal of Convergence for Information Technology
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    • v.8 no.1
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    • pp.215-225
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    • 2018
  • The purpose of this is to understand critical roles of contact employees' organization citizenship behaviors (OCBs) in customers' evaluation of service quality. This paper examines the relationship of employees' OCBs with job satisfaction, trust in manager, and customer's perceived service quality in deluxe hotel. The empirical results show that contact employee' job satisfaction and trust in manager are significantly related to OCB and that their active engagement in OCB has a positive relationship with the perception of service quality. Although there exists a significant common method factor possibly influencing the strength of the relationship, this factor did not affect the overall pattern of significant relationship. Another notable finding indicates that, unlike a global OCB measure, path estimates in the relationship of job satisfaction and trust to OCB variable are not similar and suggests that the multiple facets of OCBs provide more detailed information than a global OCB.

System Thinking Analysis on The Organizational Entropic Measures: Focusing on Workers' Speedy Compensation (조직의 엔트로피식 처방에 대한 시스템 사고 분석: 산업재해 신속보상을 중심으로)

  • Yang, Jeong-Ho
    • Korean System Dynamics Review
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    • v.14 no.4
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    • pp.63-89
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    • 2013
  • The purpose of this paper is to explain the entropic measures could cause the organization to increase the entropy. The organization as an open system has a tendency to input new energy to adapt itself to the change in its surroundings. This intention of inputting energy into organization is based on the second law of thermodynamics, the laws of entropy.Entropy is a measure of disorder, or a measure of progressing towards thermodynamic equilibrium. The entropy of an isolated system increases. Organizations have to open to their environment, have to do something to reduce their entropy. But, this attempt to reduce entropy entails another entropy. This study shows the side effects by giving examples of illegal receipt of worker's compensation insurance. The implications through the cases of illegal receipt of workers' compensation are as follows. Firstly, organizational policy is that inaction in itself may be the best policy, unless we always think the action best. Secondly, public organization should be careful in substituting business management in the private sector such as customer satisfaction(CS) for the value in public sector. Thirdly, the setting the expiration date of organizational policy could be the way to slow down the degree of entropy.

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