• The Journal of Information Systems
• /
• v.32 no.1
• /
• pp.201-221
• /
• 2023

Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

• The Journal of the Korea Contents Association
• /
• v.10 no.2
• /
• pp.412-420
• /
• 2010

With increased complexity of product and market, the phenomenon that a consumer get paradoxical attitude toward marketing object has been increased. And this phenomenon eventually affects the relationship between consumer and product. In this study we tried to find more paradoxical phenomenon and understand consumer behavior confronting these situations when they buy agro-product based on ground theory methodology. According to the results, consumer's expectation and purchase experience can promote quality paradox experience during confronting various marketing activities such as price, product, promotion, place. Also these experience can cause quality paradox related interaction and communication even though there could be differences in their experience according to demographic characteristics, personal preference, and risk perception. Consumer will develop multiple strategies against quality paradox to manage the uncomfortable paradox experiences.

• Quality Improvement in Health Care
• /
• v.26 no.1
• /
• pp.46-54
• /
• 2020

Purpose: The purpose of this study was to, present basic data on the necessity of introducing assistant staff to support administrative tasks related to patient safety. Methods: This was a cross-sectional study. The participants (n=103) of this study were nurses, working at general and long-term care hospitals in Korea. Data were collected using structured questionnaires on August 29, 2019 and analyzed with SPSS 25.0. Specifically, data analysis was conducted using frequencies, mean and standard deviation, independent t-test, and X²-test. Results: Assistant staff was needed to support patient safety tasks, but this required nurses who could fully perform patient safety tasks by supplementing their work experience rather than employees who only support administrative tasks. This is because the hospital's patient safety management activities are difficult to distinguish between administrative tasks and patient safety tasks, and even nurses with five years of work experience, must be aware of the basic concepts and should have knowledge of patient safety and have gained experience in managing the patient safety activities. Conclusion: Hospitals are calling for an improvement in the system that increases the number of workers in charge of patient safety affairs and lowers their work experience, rather than the introduction of assistant staff who help with patient safety work.

• Quality Improvement in Health Care
• /
• v.6 no.1_2
• /
• pp.32-36
• /
• 1999

• Quality Improvement in Health Care
• /
• v.14 no.1
• /
• pp.29-34
• /
• 2008

• Health Policy and Management
• /
• v.31 no.2
• /
• pp.207-216
• /
• 2021

Background: Good patient experience is positively associated with adherence to treatment recommendations, better clinical effectiveness, and health outcomes. This study aims to find out the key factors affecting positive patient experience to improve the quality of care using nationally representative survey data. Methods: The data was collected from the 6th National Health Nutrition Survey in 2015. Four patient experience items were investigated for patients with visiting outpatient care over the past year. Positive patient experience was defined as a case of responding always or usually yes. The t-test, chi-square test, and multiple logistic regression were performed to determine the key factors affecting the outpatient experience. Results: More than 80% of the respondents reported their care experience as positive excluding doctor spending enough time during the consultation. Male, poor health status, and single/divorced, and the longer time interval between outpatient care visit and survey were found to be significantly correlated with negative care experiences in the multiple logistic regression. Patients who received outpatient care at the oriental medicine clinic had a positive experience compared to those received outpatient care at the general hospital. However, patient factors including age, income, job, and insurance type had no significant association with patient experience. Conclusion: Health care providers should prioritize patients who report negative patient experiences and implement management decisions to improve the patient experience.

• KIISE Transactions on Computing Practices
• /
• v.21 no.1
• /
• pp.82-87
• /
• 2015

There are many current researches that are looking to improve the quality of HTTP adaptive streaming services. However, the existing schemes have a serious problem of QoE (Quality of Experience) degradation because few consider VBR video transmission. To cope with this problem, in this paper, we proposed a novel media quality adaptation scheme called CB-DASH (Content and Buffer-aware DASH). The proposed scheme controlled the video quality considering the VBR characteristics of video and the client's buffer state. Through the simulation, we proved that our scheme accomplished a more accurate estimated bandwidth than the conventional DASH and improved the QoE of streaming service.

• International Journal of Computer Science & Network Security
• /
• v.22 no.10
• /
• pp.91-96
• /
• 2022

Article materials reflect the results of scientific research and generalization of experience concerning quality measurement of student's educational activities in the context of innovative development of the educational process, which is ensured by introducing educational innovations. The main point of monitoring of higher education students' activities and also phenomenon of education quality, particularly its results, are determined in the research. Guided by the scientific theory and personal experience of scientific and pedagogical activities, the attempt to single out the key components, important indicators and to introduce component indicator model of quality of higher education students' activities on the qualimetry base has been performed. Methodical solutions concerning the application of the developed model to determine the dynamics of pedagogical students' educational achievements by particular educational components in the process of innovative development of educational process are proposed. The advanced studies that relate to the development of methods for monitoring the quality of pedagogical higher education students' activities on the basis of systemic, competence and qualimetry approaches taking into account the levels of education and chosen specialties have been decided.

• Journal of Digital Convergence
• /
• v.20 no.2
• /
• pp.191-202
• /
• 2022

This study is about the effect of experience activities of fam tours in Korea on brand assets and revisit intention to revisit. In other words, the fam tour experience(feel, relate, sense, think, act) in research hypothesis 1 will have a positive (+) influence on brand assets(recognition, image, perceived quality, loyalty, and exclusive assets). In addition, it was set that the brand asset in Hypothesis 2 would have a positive (+) significant effect on the revisit intention. To verify this, 362 questionnaires were collected from MZ households in the metropolitan area and statistical analysis was conducted. The analysis results are as follows. First, in Hypothesis 1-1, the fam tour experience (feel, relate, act) has a positive (+) effect on awareness, In Hypothesis 1-2, the fam tour experience (relate, sense, think) has the effect of positive (+) on the image, In Hypothesis 1-3, the fam tour experience (feel, relate, sense, think, act) is the influence of perceived quality, In Hypothesis 1-4, the fam tour experience(sense, act) has a positive effect on loyalty, In Hypothesis 1-5, the fam tour experience (feel, relate, sense, think) had a positive (+) effect on exclusive assets. The brand assets(awareness, image, quality, loyalty, and exclusive assets) of the rural fam tour in Hypothesis 2 were significant for revisit intention.

• Journal of Service Research and Studies
• /
• v.9 no.3
• /
• pp.17-38
• /
• 2019

With recent dispersion of sharing economy, consumption culture of sharing, instead of ownership, gets wide spread in the age groups of 20-30. Even though the market of car sharing expands rapidly, little research has been done in the area of service quality and consumer behavior regarding car sharing services. Given that future market potential gets larger, it seems highly meaningful to conduct research on customer satisfaction and their usage behavior regarding car sharing services. This paper intends to analyze main factors affecting overall customer satisfaction on car sharing services; satisfaction on service quality, satisfaction on service product, and satisfaction on service experience. Each dimension of the three factors is also analyzed to see if there is any differences between major three brands. Further analysis has been done for checking any effects of gender and usage purpose of customers on the overall customer satisfaction. Key results of the analysis show all the three main factors have significant effect on overall customer satisfaction. Each dimension of service quality has significant effect on satisfaction on service quality. Dimensions of parking lot accessability and vehicle maintenance in service product evaluation, have greater effect on satisfaction on service product. In service experience, positive affect have greater effect than negative affect on satisfaction on service experience. Women users perceive larger overall customer satisfaction on car sharing services than men users. On the types of usage purpose, Users with purpose of tour and dating/meeing friends perceive larger overall customer satisfaction on car sharing services than user without it. Further managerial implications of car sharing services are also provided.