• 한국컴퓨터정보학회논문지
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• 제25권1호
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• pp.159-165
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• 2020

고객센터 서비스품질에 대한 다양한 연구에도 불구하고, 평가모형에 대한 연구보다는 고객만족과 충성도와의 관계를 살펴본 논문들이 주를 이루고 있다. 이에 본 연구에서는 기존 연구들에서 다루어진 고객센터 서비스품질 요인들을 고찰하고, Brady and Cronin(2001)의 모형에 기초하여 고객센터 서비스품질을 측정하기 위한 위계적 모형을 개발하였다. 제1계층은 상호작용(과정)품질, 물리적환경(시스템)품질, 결과품질로 구성하였고, 제2계층은 친절성, 적극성, 전문성, 체계성, 편리성, 접근성, 정확성, 신속성, 신뢰성으로 구성하였다. 또한 개발된 위계적 모형을 바탕으로 고객센터 이용자들이 중요시하는 각 요인들의 우선순위를 AHP 기법을 적용하여 파악해 보았다. 연구결과 제1계층에서는 상호작용품질이 제2계층에서는 전문성, 친절성, 정확성이 우선순위에서 중요하게 나타났다. 이러한 연구는 고객센터 서비스품질에 대한 평가기준의 설정이나 실무에서 좀 더 중요하게 관리해야 되는 것이 무엇인지에 대한 지침이 될 수 있다.

• 정보관리연구
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• 제36권3호
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• pp.167-182
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• 2005

과학기술산업 정보분석 성과물에 대한 체계적인 서비스와 효율적인 활용을 위해서는 이용자 중심의 서비스 체제가 확립되어야 한다. 과학기술산업 정보분석 보고서에 대한 만족도 조사는 이용자의 만족도 제고뿐만 아니라 이용자의 의견을 수렴할 수 있다. 본 연구는 새로운 이용자 만족도지수 및 서비스 효과 측정 모형을 적용하여 과학기술산업 정보분석 보고서의 이용자 만족도 및 경제적 가치평가를 측정하였다. 과학지식 정보분석 서비스를 위하여 개발된 모형과 측정결과는 한국과학기술정보연구원(KISTI)의 정보분석 서비스 이용자 만족도 및 경제적 가치평가를 위한 자료로서 적용되었다.

• 한국식품조리과학회지
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• 제20권3호
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• pp.247-255
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• 2004

The foodservice industry is changing more and more from on-site foodservice management to contract foodservice management. However there are differences according to the level of management and operation of contract foodservice management company (CFMC). The necessity of certification on CFMC is increasing to enable fair discrimination of CFMC among most clients that want to contract with CFMC. This study was performed to identify the foodservice operation evaluation model's criteria items for certifying CFMC. The analysis research methods included literature review, content analysis, individual interview, Delphi technique, and brain storming. First, the following infrastructure items were prepared in the contractor's viewpoint: procurement, transparency of operation, menu development and operation system, nutrition service system, professional employee education, sanitation andsafety management system, customer satisfaction system, facility system, management information system (MIS), business and economics. Second, the evaluation criteria required by the contractor on the client's view point was similar to school foodservice, hospitalfoodservice, and business andindustry foodservice except extraordinary items of field. Third, evaluation criteria and detail categories and items were identified such as financial focus, customer focus, process focus, human focus, and renewal and development by grafting on intellectual capital evaluation methodology for CFMC.

• 품질경영학회지
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• 제44권1호
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• pp.139-152
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• 2016

Purpose: This study is aimed to introduce the OPA-Kano method, an integrated version of OPA(Originality Practicality Analysis) and Kano's customer satisfaction method, and to examine its applicability. Methods: 30 ideas for smart phone accessories are generated using brainstorming and SIT(Systematic Inventive Thinking) and they are analyzed through the OPA-Kano method. For analysis, correlation method between OPA and Kano's results is applied for the ideas. Results: The results show that there is significant correlation between the OPA and Kano's approach, and the effectiveness of the proposed method is verified through the case of smart phone accessories. Conclusion: From the result of this study, we conclude that the proposed OPA-Kano method can be used for the evaluation of ideas and customer satisfaction.

• 한국도서관정보학회지
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• 제35권3호
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• pp.321-339
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• 2004

서비스 기관인 공공도서관의 존립근거는 고객들의 도서관에 대한 요구와 기대라 할 수 있다. 최근에는 도서관과 유사한 프로그램을 운영하는 단체와 인터넷의 발달로 공공도서관의 존립에 대한 불안감이 가중되고 있는 실정이다 따라서 공공도서관이 지속적으로 지역사회와 고객들로부터 필요성을 얻기 위해서는 많은 노력이 요구되고 있다. 본 소고에서는 고객지향적인 행정서비스를 공급하기 위한 방안으로 제정된 행정서비스헌장제를 공공도서관과 연계하여 살펴보고, 문화관광부에서 시행하고 있는 문화기반시설 관리운영평가와 경기도의 경기도 공공도서관 평가의 분석, 서울시의 시민만족도 조사 등 최근에 공공도서관 평가에서 제시된 지표를 분석하여 향후 공공도서관 평가에 필요한 기초 자료를 제공한다.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 품질경영학회지
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• 제30권1호
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• pp.1-21
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• 2002

The purpose of this study was to empirically examine the customer oriented quality creation by considering quality elements required by customers in the product design process. The study tried to extract attractive quality elements by using Kano's model. After identifying the elements HOQ(the house of quality) of QFD(quality function deployment) was used to identify the trend of quality elements evaluation. Test for equal means (t-test) was applied to verify the attractive quality elements of adult shoes. It made us find the customer oriented quality elements from the customer needs and latent dissatisfaction. We collected the opinions of experts on shoes and complete the cause and effect diagram and affinity diagram (KJ method). The data of the questionnaire was put to the QFD and the contents of quality elements was identified by brain storming method. We calculated indexes which were the multiplication of weight and marks of quality elements in the cross table of the HOQ by QFD. Then we tested for the equality of means between the indexes and the sum of attractive quality elements. The results for equal means were statistically significant. To create the customer quality the product design should be differentiated between the age groups over attractive quality elements.

• 품질경영학회지
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• 제37권4호
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• pp.31-42
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• 2009

Various studies have been undertaken in order to effectively understand customer requirements. Kano proposed a dualistic approach, physical fulfillment and customer satisfaction, to differentiate Attractive, Must-be, One-dimensional quality attributes. As there were a few limitations on the Kano's method, researchers have proposed improved methods. However, there have been few empirical evidences that the improved methods are superior to the original Kano's method for identifying relevant quality attributes. The objective of this study is to provide a comparative study on Kano and improved Kanomethods based on empirical analysis of quality attributes on University services. For the analysis of the questionnaire formats, the Kano's original 5 scale questionnaire is more effective than improved methods, direct and 3 scale questionnaire. For the analysis of evaluation methods, the original Kano and Timko's method using the evaluation table are more effective than quantifying methods, Domouchel and Lim's methods.

• 디지털융복합연구
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• 제4권1호
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• pp.55-71
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• 2006

The Public Service Charter is one of the administrative reform programs introduced to promote customer oriented administration. It's main purpose is to achieve citizens' confidence in the government by satisfying them with elevated quality of the public services. This study focuses on analyzing current conditions and achievements of the Public Service Charter in the Republic of Korea and proposing it's development plan. Since it was introduced to Korea in 1998, the Public Service Charter has been disseminated and contributed to the spreading of the citizens' understandings of the government's initiatives for customer satisfaction plans. Still, it has several problems as follows; A lot of public servants and citizens lack in understandings of this program. CEOs don't have enough concern in it. Evaluation is not organically connected to performance management. The correction and compensation procedure are not well operated. To solve these problems, the government needs to set up an institutional foundation establishing a legal base, uplifting CFO' concerns, and building a department with full responsibility, and to promote employees and citizens' participation through education and PR. It's also important to enhance post management by efficient evaluation and performance management, substantial correction and compensation procedure.

• 한국조리학회지
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• 제13권2호
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• pp.223-239
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• 2007

This study aims at providing managerial insight into researchers and marketers who are intending to maintain and develop a loyal group and long-term relationships in fast food restaurants. The summary of results is as follows : There was a wide difference in evaluation of perceived value, trust and customer loyalty according to sex, age, occupation and customer's visit behavior. Customers considered the convenient and quick service as the most important selective factor. And also, the important attribute of fast food restaurants was taste of food, followed by price, cleanliness, kindly service, quick service. We are able to classify the four customer groups according to analysis results. If we lay great emphasis on the above mentioned selective factors and also develop needs in each customer group, it does much for delivering profits of fast food restaurants.