• Journal of Distribution Science
• /
• v.11 no.4
• /
• pp.37-49
• /
• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.46 no.2
• /
• pp.47-56
• /
• 2023

This study identified the core competencies of aircraft maintenance quality engineers and compared the importance and retention of core competencies. Through literature research, 21 core competencies were derived in three areas of management technology, elemenal technology and collaboration technology, and a survey was conducted on the importance and retention of core competencies for 42 aircraft maintenance quality engineers. As a result of the survey, the importance of all core competencies of aircraft maintenance quality engineers is 3.95/5 on average, and the retention of all core competencies is 3.99/5 on average. 'Risk Management', 'Creating Document', 'Honesty/Moral' were identified as the most important competencies in each area, and 'Quality Management', 'Language', 'Honesty/Moral' were identified as the most possessed competencies in each area. An IPA (Importance-Performance Analysis) was performed to analyze the details. Through IPA, 'Risk Management' and 'Safety Management' were evaluated as having a low degree of retention compared to a high level of importance. Therefore, they were identified as a core competencies that need to be improved first. In addition, the characteristics of each core competency and the recognition level in the field were also identified. This study will be helpful in defining the roles and functions of aircraft maintenance quality engineers to improve flight quality and prevent aviation accidents.

• Design & Manufacturing
• /
• v.8 no.2
• /
• pp.41-45
• /
• 2014

Automated polishing apparatus based on the research have been developed. The research is improvement of polishing process for surface quality and uniformity improvement of preform injection mold core. Surface quality of preform core have influence on ejecting and product quality after injection molding. Thus, the current being made by hand to automate the polishing process, the surface of the preform to improve the quality and uniformity improvement. First made a division by analyzing manual process a step-by-step. And draw a mechanism for converting mechanical movement. Automated polishing apparatus for preform core was developed, through which shortens production time and were able to secure the safety of the worker.

• Agricultural and Biosystems Engineering
• /
• v.7 no.1
• /
• pp.8-12
• /
• 2006

This study was conducted to develop a real-time internal quality evaluation technique for Korean red ginseng using NIR spectroscopy while they were moving to be graded. Internal qualities of Korean red ginseng were defined by color, amount of white core and cavity in the red ginseng. To evaluate the internal quality, PLS (Partial Least Square) model was developed. Spectrum saturation can be occurred when most red ginseng has a sound internal quality expressed by higher light transmittance ratio, but that could not found in the ginseng of internal white core under the same light situation. And, if spectrum saturation is obtained, it is hard to identify the exact information of internal quality. In order to evaluate of the internal quality regardless of having internal normal core or white core, an integral time controlled method was used to obtain traditional spectrum. This procedure was applied in real-time process when red ginseng was moving to be graded in the line. Among the 450 samples including 223 internal normal ginsengs and 227 internal white core ginsengs, 315 ginsengs (70%) were used to develop a calibration model and 135 ginsengs were spent to validate the model. The result of quality evaluation by the model was very good showing SEP and bias were 0.3573 and 0.0310, respectively, and the accuracy was 95.6%.

• 한국디지털정책학회:학술대회논문집
• /
• 2005.11a
• /
• pp.475-488
• /
• 2005

This paper aimed to exam core factors of the service quality and analyze their effects on trust, satisfaction. And this paper analysis trust and satisfaction effects on revisti intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form previous studies, we drawed core factor. Core factor is convenience, technologies, valuable of contents, service. These core factors will affect on customer trust, customer satisfaction and trust, satisfaction will affect on revisit intention. To be winner, companies must be consider these key factor(convenience, technologies, valuable of contents, service).

• Journal of the Korea Safety Management & Science
• /
• v.19 no.4
• /
• pp.189-208
• /
• 2017

This study is for figuring out major components of construction quality infrastructure and suggesting improvement plan by benchmarking global best practice model and analyzing gap between the model and sample practice. Based on improvement plan, researcher could derive major characters and components of construction quality infrastructure, and also about the priority among core competency components of construction quality experts. The result showed that the 'human resource' was ranked the best priority followed by 'method' 'environment', 'equipment' among major characters and components of construction quality infrastructure. Also, for core competency components of construction quality experts, 'number of years in work places' was the best priority, and the 'professional knowledge on engineering' was another priority ranked. Far from general perception on competency components, 'academic education' ranked the last. It may allude that the current education system in this country is not effective in developing competency of quality engineers. In summary, this study shows professionalism of quality engineer is the most important thing in all the components.

• Journal of Digital Convergence
• /
• v.6 no.1
• /
• pp.75-82
• /
• 2008

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

• Journal of Korean Society for Quality Management
• /
• v.49 no.4
• /
• pp.609-622
• /
• 2021

Purpose: In recent years, several new attempts have been made to offer products and services based on servitization and customization for comparative advantage and customer satisfaction. Apparently, these attempts are empowered by new digital technologies. Therefore, this study aims to present new business cases with features of digital transformation era in Korea on the perspective of new quality dimensions. Methods: The study approaches the subject by presenting a number of recent business cases in multiple fields in Korea. All cases are analyzed and compared with "10 Quality Dimensions" and several related implications such as servitization, customization, digitalization and differentiated value. Results: The results of this study are as follows; the common core quality dimensions of case are customization, aesthetic and convenience. Furthermore, the critical role of technology is deduced as the core quality dimensions are built on new digital technologies. Lastly, businesses in the age of digital transformation must focus on the core performance of their products and services for customer satisfaction while delivering new core quality dimensions. Conclusion: Recent digital technologies are capable to realize servitization and empower companies to provide differentiated and customized products, services, and experience to their customers. However, it is significant to retain other factors for customer satisfactions rather than customization.

• Journal of KIISE:Software and Applications
• /
• v.33 no.3
• /
• pp.277-288
• /
• 2006

Product line engineering (PLE) is a new effective approach to software reuse, where applications are generated by instantiating a core asset which is a large-grained reuse unit. Hence, a core asset is a key element of PLE, and therefore the reusability of the core asset largely determines the success of PLE projects. A tore asset is a reusable part not a whole system, and supports not only variable functions but also common functions. However, there are limitations to evaluate reusability of core asset that has these unique characteristics. This paper proposes a comprehensive quality system for evaluating the reusability of core assets, based on ISO/IEC 9126. We first identify the key characteristics of core assets, and derive the set of quality attributes that characterizes the reusability of core assets. finally, we define metrics for each quality attribute. In addition, we provide guidelines for applying the metrics and perform a case study based on rental product line. Using the proposed quality system, reusability of core assets can be more effectively and correctly evaluated.

• Design & Manufacturing
• /
• v.8 no.1
• /
• pp.23-26
• /
• 2014

The injection molding is used in more than 70% of total production of plastic products. Weld line in injection molded part is one of the defects in injection molding process. Weld line deteriorates not only appearance quality but also mechanical property. In this study weld quality has been examined according to the injection processing temperature, materials and mold designs. We selected four different materials such as PA, PP, ABS and PS as experimental materials. Weld quality increased as injection processing temperature increases. It was more dependent on materials flow ability. As a result, weld quality incase of rectangular core is better than circular core.