• Industrial Engineering and Management Systems
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• 제4권2호
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• pp.129-135
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• 2005

Continuous quality improvement through process refinement is a must for survival of all industries in the contemporary market place. This is true for both manufacturing and service sectors. While manufacturing has spearheaded quality efforts, the service sector has lagged behind primarily because of inherent difficulties. Customer satisfaction is perhaps the most important performance measure for service quality. There are a number of quality dimensions in service quality, such as reliability, responsiveness, assurance, empathy, and tangibles. An issue of concern is ‘how can one have a unified measure of service quality across all the dimensions?' The intent of this paper is to determine if the Analytical Hierarchy Process (AHP) method could be used to derive a single quality index. AHP is a quantitative technique that structures a multi-attribute, multi-person and multi-period problem hierarchically so that solutions are facilitated. This paper presents the development of an AHP model and the derivation of a Quality Index through it. The model is used in a hypothetical case and a quality index was developed. The advantages of using such a technique are discussed.

• 한국산학기술학회논문지
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• 제19권2호
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• pp.164-172
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• 2018

본 논문은 드라마 사전제작과 스토리텔링의 관련성을 소셜 분석을 통해 살펴보고, 드라마의 스토리텔링이 어떤 점에 주안점을 두고 구조화되어야 할지를 jtbc의 <맨투맨>을 중심으로 살폈다. 사전제작 드라마에 대한 시청자들의 생각을 읽어내기 위해 뉴스를 배제하고 한 가지 주제에 집중하여 글을 올리는 블로그를 대상으로 하였으며, 사전제작과 드라마라는 단어를 포함한 2016. 12. 15~2017. 12. 15 사이의 블로그 67개를 선정하여 텍스트 마이닝을 수행하였다. 또한 사전제작 드라마이면서 작품의 스토리텔링에 문제를 지닌 것으로 판단되는 드라마 <맨투맨>에 대한 감성분석을 수행하였다. 블로그 텍스트 추출과 텍스트 마이닝은 OutWit Hub와 R을 이용하여 분석하였고, 좀 더 방대한 데이터를 대상으로 감성 분석을 하기 위해 소셜 메트릭스에서 제공하는 도구를 활용하였다. 감성분석 결과, <맨투맨>에서 시청자들은 김설우와 차도하의 로맨스에 공감하지 못했고 그것이 여성인물의 개연성 부족에서 비롯되었다는 해석이 도출되었다. 따라서 드라마의 성패는 사전제작 여부에 달려있는 것이라기보다 기획부터 제작에 이르는 스토리텔링의 과정이 얼마나 치밀하고 시청자의 공감을 얻도록 구조화되어 있느냐에 달려있다는 결론을 얻었다. 이러한 연구는 디지털 중심 스토리텔링 연구의 기반을 조성하고 문화 콘텐츠 산업의 전망과 이에 대한 교육을 수행하는 데 중요한 자료가 될 수 있으므로 앞으로도 지속적인 연구가 필요할 것이다.

• 산업경영시스템학회지
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• 제38권4호
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• pp.30-38
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• 2015

IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users' expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.

• 제어로봇시스템학회논문지
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• 제21권9호
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• pp.849-857
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• 2015

Although human-sized bipedal humanoid robots have been developed as the ideal form of human-friendly robots, studies of humanoid robots from the user perspective and of actual interaction between humanoid robots and the public in daily environments are few. This paper presents a long-term public demonstration that encouraged interaction between a humanoid robot and unspecified individuals. We have collected a significant amount of subjective evaluation data from the public by performing a storytelling demonstration that enhanced people's empathy towards the robot. The evaluation model consists of the robot's human friendliness, which involves its impression on humans, interaction with humans, and imitation of human motions and the robot's human appearance which involves gender, age, height, and body type. This study shows that there is no significant difference in human-friendliness between gender groups (male and female), while there is a significant difference between age groups (children and adults). In human appearance, it appears that there is no significant difference between either gender groups or age groups, except for the case of the robot's height.

• 한국멀티미디어학회논문지
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• 제22권8호
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• pp.950-959
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• 2019

The purpose of this study was to investigate the effect of integrated teaching and learning method using augmented reality for effective promotion of child - friendly attitude and environmental preservation attitude and explored its applicability. For this purpose, based on the augmented reality fairy tale, we designed an experience - oriented integrated teaching and learning method such as reading book, story - telling, drawing, environmental conservation practice activity. The experimental group was divided into two groups: augmented reality reading fairy tales (A) and children's book reading fairy tales (B). First, interest, immersion, and empathy were higher in the application environment of integrated learning teaching method based on Augmented Reality. Second, there was no difference between the two groups in content understanding. Third, in terms of expressiveness, it was verified that various expressions were expressed in the applying environment of the integrated teaching - learning method based on augmented reality through drawing activities. Fourth, in practice activities, more students were practicing in the augmented reality - based integrated teaching - learning method applied environment, and the number of practice activities of individual students was also confirmed. This study suggests that the application of the integrated teaching and learning method can enhance the effect of education when using the smart teaching media using the augmented reality in early childhood education.

• 대한건축학회논문집:구조계
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• 제35권4호
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• pp.193-200
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• 2019

Maintenance services provided to users in buildings are not sufficient simply to provide them, but it is necessary to provide them with a service system that can accurately identify and respond to users' needs. This study analyzed the relationship between user satisfaction with the helpdesk service corresponding to the building claim and the quality of service of the maintenance organization to identify the interaction between the user and the maintenance organization in the building. We then examined whether there were significant differences between the buildings in terms of variables in the helpdesk service that affect the user's satisfaction. It was also presented as a measure of the quality of service of the SERVQUAL tool to assess the potential for building maintenance response strategies. Research shows that each building has a helpdesk service item that is significant in user satisfaction and empathy has emerged in a typical dimension as SERVQUAL dimension.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제16권2호
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• pp.713-725
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• 2022

Mostly, artificial intelligence does not show any definite change in emotions. For this reason, it is hard to demonstrate empathy in communication with humans. If frequency modification is applied to neutral emotions, or if a different emotional frequency is added to them, it is possible to develop artificial intelligence with emotions. This study proposes the emotion conversion using the Generative Adversarial Network (GAN) based voice frequency synthesis. The proposed method extracts a frequency from speech data of twenty-four actors and actresses. In other words, it extracts voice features of their different emotions, preserves linguistic features, and converts emotions only. After that, it generates a frequency in variational auto-encoding Wasserstein generative adversarial network (VAW-GAN) in order to make prosody and preserve linguistic information. That makes it possible to learn speech features in parallel. Finally, it corrects a frequency by employing Amplitude Scaling. With the use of the spectral conversion of logarithmic scale, it is converted into a frequency in consideration of human hearing features. Accordingly, the proposed technique provides the emotion conversion of speeches in order to express emotions in line with artificially generated voices or speeches.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2024년도 춘계학술발표대회
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• pp.873-874
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• 2024

본 논문은 GPT-3.5 모델을 활용하여 우울증 환자의 일기에 대한 정서적 공감과 위로의 질을 향상 하는 프롬프트 엔지니어링 기법을 제안하고 실험적으로 검증한다. 제안 방법은 GPT-3.5모델에게 감정에 섬세하게 반응하고 적절한 위로의 답변을 생성하는 3가지 접근 방식을 사용한다. 위로 방법 구체적 제시, 페르소나 부여 및 감정 호소 명령서 제시를 통해 감정 일기 응답을 개선한다. 실험 결과, 조언 중심의 기존 답변 대신 감정을 중심으로 공감하는 응답이 생성됨을 확인할 수 있었다. 이는 우울증 환자에 대한 인문학적 접근과 제안 프롬프트 엔지니어링 기법을 통합하여, 인공지능 모델의 정서적 공감 능력을 향상할 수 있다는 것을 실험적으로 검증하였다.

• 한국정보통신학회논문지
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• 제18권4호
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• pp.957-964
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• 2014

본 연구는 중국 현지인들을 대상으로 중국 인터넷 쇼핑몰의 서비스품질이 고객만족에 미치는 영향과 고객만족이 재구매의도에 미치는 영향을 분석하고 쇼핑몰의 유형과 이용자의 특성에 따라서 서비스품질이 고객만족에 미치는 영향에는 차이가 있는지를 살펴보는 연구이다. 분석결과 서비스품질의 응답성과 공감성 요인이 고객만족에 유의한 영향을 미쳤고, 고객만족은 재구매의도에 유의한 영향을 미쳤다. 그리고 쇼핑몰의 유형과 이용자의 성별, 연령에 따라서 서비스품질이 고객만족에 미치는 영향에는 일부에서 차이가 있음을 확인할 수 있었다. 그리고 각 분석결과에 따른 시사점을 언급하였다.

• 한국정보교육학회:학술대회논문집
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• 한국정보교육학회 2021년도 학술논문집
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• pp.361-368
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• 2021

코로나19(COVID-19)로 인해 사회·경제·문화 등 일상생활이 근본적으로 변화되고 있으며 인공지능, 데이터, 클라우드 등 정보기술(IT)을 기반으로 하는 디지털 전환(digital transformation)이 가속화되고 있다. 본 연구에서는 가상세계(virtual world)와 현실세계(real world)의 상호작용을 기반으로 하는 메타버스(Metaverse)에 주목하고 메타버스 기반 플랫폼을 교육적으로 활용할 수 있는 가능성을 탐색하였다. 메타버스 기반 플랫폼을 온라인 교육 생태계 관점에서 접근했으며 이는 단순히 온라인 교수·학습 활동 뿐만 아니라 메타버스 내에서 학습, 소통, 공감 등의 전인적 교육 활동이 함께 이루어짐을 의미한다. 이러한 메타버스 플랫폼에서 학습자는 학습 현존감(presence)을 느낄 수 있고, 학습 동기와 몰입이 촉진될 수 있다. 또한 공간 이동의 자율성을 기반으로 자기주도적인 학습을 경험할 수 있다. 메타버스 플랫폼을 적용하기 위해 기술적, 윤리적 한계점도 있으나 높은 기대 수준을 가지는 것 보다는 메타버스 세계의 학습자들의 교육적 상호작용에 초점을 맞추는 것이 바람직할 것이다.