• Industrial Engineering and Management Systems
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• v.4 no.2
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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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.2
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• pp.164-172
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• 2018

This paper examines the relevance of pre-production and storytelling in big data analysis and, focusing on JTBC's Man to Man series, looks at how the drama's storytelling should be structured. In this study, we conducted text mining on blogs focused on a particular topic to read the viewer's thoughts on pre-produced dramas and on 67 blogs written about Pre-Production Dramas from 2016.12.15 to 2017.12.15. Also, we conducted sentiment analysis about the Man to Man series, which is not only a pre-production drama, but also has storytelling issues. The blog text extraction and text mining were analyzed using the OutWit Hub and the R, and the tools.provided by social metrics were used to make sentiment analyses of the larger data. Sentiment analysis revealed that the viewers of the Man to Man series did not agree with the romance between Kim Sul-woo and Cha Do-ha, due to the lack of reality in the female characters. Therefore, it was concluded that it is crucial to increase the reality of the characters in order to increase the audience's empathy. These studies will continue to be necessary, because they will form the basis for digitally driven storytelling studies and will provide valuable materials for conducting predictions and instructions in the cultural content industry.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.4
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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.

• Journal of Institute of Control, Robotics and Systems
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• v.21 no.9
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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.

• Journal of Korea Multimedia Society
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• v.22 no.8
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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.

• Journal of the Architectural Institute of Korea Structure & Construction
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• v.35 no.4
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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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• v.16 no.2
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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.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.18 no.4
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• pp.957-964
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• 2014

This study analyzes the influence of the service quality of Chinese internet shopping mall on the customer satisfaction. This study also analyzes the influence of the customer satisfaction on the repurchase intention. Then this study examines whether there is a difference among the influences of the service quality on the customer satisfaction depending on the types of shopping mall and the users' traits. As a result, when it comes to the service quality, responsiveness and empathy influence customer satisfaction and the customer satisfaction influences repurchase intention similarly. And this research reveals that the service quality can differently influence on the customer satisfaction depending on the types of shopping mall and the users' gender and ages. And then the implication in accordance with analyses result is mentioned.

• 한국정보교육학회:학술대회논문집
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• 2021.08a
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• pp.361-368
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• 2021

Daily life such as society, economy, and culture is fundamentally changing due to COVID-19, and digital transformation based on information technology (IT) such as artificial intelligence, data, and cloud is accelerating. In this study, we focused on the metaverse, which is based on the interaction between the virtual world and the real world, and explored the possibility of using the metaverse-based platform for education. The metaverse-based platform was approached from the perspective of the online education ecosystem, which means that not only online teaching and learning activities but also holistic educational activities such as learning, communication, and empathy are performed within the metaverse. In this metaverse platform, learners can feel the presence of learning, and learning motivation and immersion can be promoted. In addition, it is possible to experience self-directed learning based on the autonomy of spatial movement. Although there are technical and ethical limitations to applying the metaverse platform, it would be preferable to focus more on the interaction between learners in the metaverse world rather than high expectations.

• Journal of Information Technology Applications and Management
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• v.21 no.2
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• pp.81-98
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• 2014

Recently, due to external environment like the changes in health policy and various healthcare accreditations, along with hospital's internal efforts to improve the quality of medical services, demands for the development of medical information systems are increasing. Some examples are clinical information like DUR (Drug Utilization Review), CVR (Critical Value Report), and automatic benefit processing by treatment purposes, or hospital DSS (Decision Support System) on overall medical practice. Such systems act as a guide in making clinic judgments during practice or in other medical practice, and their effects on the medical treatment improvements are being proven by previous studies. In the reality of increasing attention in the effects of medical treatment improvement, studies related to hospital DDS were mostly focused on clinical, technical, and engineering points of view, and studies focusing on the user viewpoint are very limited. In order to verify the effects of DSS on practice improvements and hospital's management performance, this study used a research model constructed to verify how SERVQUAL of hospital DSS affects hospital management performance in BSC (Balanced Score Card) point of view. To empirically verify the research model, a questionnaire was conducted on the basis of "K-University Hospital's DSS" on clinicians and hospital employees related to system development, and the relationships between the factors were analyzed through path analysis. As a result of path analysis, excluding reactivity, tangibility, confidence, reliability, empathy among service qualities, had partially significant effects on management performance factors (learning and growth, internal process, financial affairs). This study is to prepare the theoretical ground on the management performance analysis of hospital DSS, and suggest the service quality of the system that should be considered in the planning and development stages for improved system.