• Journal of Preventive Medicine and Public Health
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• v.35 no.3
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.2
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.127-137
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• 2022

This paper aims to investigate the impact of corporate governance on the quality of integrated reporting. Corporate governance includes internal (board size, board independence, and board diversity) and external (audit quality and enforcement) governance factors. This paper develops an index to capture the quality of integrated reporting by employing the completeness of information required by the International Integrated Reporting Council (IIRC). For an international sample, the paper manually collects 160 integrated reports along with internal and external governance factors and employs multivariate analyses to examine the association between these governance factors and the quality of integrated reporting. The empirical results suggest that firms with a larger board of directors, a larger proportion of female members on board, and located in countries with enforcement for integrated reporting requirements have a higher quality of integrated reporting. Our conclusions still hold after accounting for several conditions, including the industry-fixed and year-fixed effects. Together, these results suggest that both internal and external governance factors are important determinants for the quality of integrating reporting. These results have several theoretical and practical implications as they fulfill the absence of relevant studies on addressing the impact of internal and external corporate governance factors on the quality of integrated reporting.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.11-27
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• 2012

The purpose of this study was to suggest a guideline for systematic and practical critical success factors of the External IT audit. For this purpose, an integrated conceptual model is developed considers that the service quality, and the IS(Information Systems) success with a contingency viewpoint. The model is tested using 254 data of IS projects which procured the external IT auditing service in public sector of Korea. The results of this study are as follows. First, service quality attributes of responsiveness, reliability, and tangibility have positive influence on IS implementation process quality. Second, the external IT audit quality obviously contributes to IS implementation success considering both IS implementation process quality and IS system quality. However it has positive influence on the process quality directly and the system quality indirectly.

• Journal of KIISE:Software and Applications
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• v.30 no.7_8
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• pp.618-641
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• 2003

Various quality models using quality factor, quality criteria and metrics have been proposed in order to evaluate quality of software products. However, a customized quality model which is specific to the characteristics of software component is required. In this paper, we propose external quality prediction techniques enable us to predict what external quality the final software product will have by using metrics as with internal attributes of software in development. We also propose a model not only for measuring quality by using metrics but also for applying internal attributes of ISO 9126 into artifacts of software component development.

• Journal of the Korea Management Engineers Society
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• v.23 no.4
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• pp.143-158
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• 2018

It is also difficult for SMEs to pursue their own innovation activities due to their limited resources and capabilities. There are various government support policies for small and medium enterprises to enhance the competitiveness of the nation by improving sustainability management based on productivity improvement of SMEs. The purpose of this study is to investigate the factors that are important for the external support by the government and the related organizations in the machinery industry participating in the industrial innovation movement and identify the appropriate measures within and outside the organization. The results of this study are as follows: First, the higher the innovation commitment quality of the SMEs in the machinery industry, the more positive the non - financial performance. Second, the higher the quality of support from the headquarter, which has comprehensive responsibility for external support, the more positive the non - financial performance of participating companies. Third, it was concluded that the role quality of the consultant did not significantly affect the non - financial performance of participating companies in the machinery industry. Fourth, as the financial performance of the firm is better, the financial performance is also positively improved.

• Journal of Digital Convergence
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• v.15 no.4
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• pp.199-204
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• 2017

Good product quality is so essential to enabling firms to succeed that how to make the product quality better through technology development is one of the most important issues that many CEOs think over. With regard to the product quality improvement from firms' technology development, this study has made an attempt to empirically investigate the effect of the external information network diversity on the product quality improvement of the small and medium-sized enterprises (SMEs) in the information technology (IT) sector, mediated by their production process improvement. This research illuminates the following two points by empirically analyzing the 310 IT SMEs through the ordinary least squares regression analysis. First, IT SMEs' external information network diversity has a positive influence on their product quality improvement from technology development. Second, IT SMEs' production process improvement partially mediates the impact of their external information network diversity on the product quality improvement.

• Journal of the Korea Safety Management & Science
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• v.13 no.2
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• pp.185-193
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• 2011

The successful and sustainable growth of SMEs depends on their ability of strengthen their competitiveness in quality and cost and service more than anything else as a fundamental of operation. Among these key competitive factors of SMEs, quality is the most critical factor in manufacturing business fields. There are many different ways to improve the quality performance but it needs proper management decision to choose the best way what can maximize outputs with minimum inputs. And it needs effective measurement methods and some indicators to analysis the quality performance properly. The quality cost is one of the simplest key indicators to measure the quality performance and the effectiveness of quality related management decisions. In this study, through survey on local SMEs, we found that their average annual quality cost ratio versus turnover - total amount of annual quality cost divided by annual turnover - is around 3.69% excluded some SME's performances what have different quality control measures with others. And we found some results what corresponded with the early studies on the correlations between those categorized quality costs factors and some discrepancies between some of the literature model and the early case study results as follows. There were negative correlations between the Prevention costs and the External failure costs, and the Appraisal costs and the External failure costs, and there was positive correlation between the Appraisal costs and Internal failure costs same as early studies. But, we couldn't found any strong negative correlations between the Cost of control - Prevention costs & Appraisal costs - and the Cost of Failure of control - Internal & External failure costs -.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.61 no.11
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• pp.1641-1645
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• 2012

In this study, the ZnO nanorod is grown on the seed layered glass substrate by applying an external electric field to fabricate the ZnO nanorod with the high quality and to increase the yield of the ZnO nanorod. It is possible to grow the definite and clear hexagonal ZnO nanorod as the cathode of the high voltage is connected to the side of the seed layered glass substrate and the anode is connected to the opposite side because more $Zn^{2+}$ ions are located around the ZnO seed layer and are accumulated easily due to the external electric field. As a result, it is succeeded to fabricate the definite hexagonal ZnO nanorod having better structural characteristics by applying the external electric field during the growth process. Therefore, it is demonstrated that the external electric field is effective to fabricate the high quality ZnO nanorod without changing any composition of the ZnO nanorod.