• Journal of Preventive Medicine and Public Health
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• 제35권3호
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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.

• 산업경영시스템학회지
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• 제46권2호
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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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• 제9권6호
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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.

• 디지털융복합연구
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• 제10권11호
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• pp.11-27
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• 2012

본 연구의 목적은 외부 IT감리의 핵심 성공 요인을 제시하는 것이다. 이를 위해, 정보시스템 성공 모형과 서비스 품질 개념을 기반으로 통합 모델을 제시하였다. 연구모형은 외부 감리를 수행한 경험이 있는 국내 공공기관을 표본으로 총 254개의 데이터를 수집하여 분석하였다. 분석결과 서비스 품질 특성 중 응답성, 신뢰성, 유형성은 정보시스템의 구현 프로세스 품질에 유의한 영향을 미치는 것으로 나타났다. 또한 프로세스 품질은 정보시스템 구현 성공(시스템 품질)에 유의한 영향을 미치는 것으로 나타났다.

• 한국정보과학회논문지:소프트웨어및응용
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• 제30권7_8호
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• pp.618-641
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• 2003

소프트웨어 제품의 품질을 평가하기 위한 방법으로써 품질 요소, 품질 항목 및 여러 가지 메트릭을 이용한 품질 모델들이 제시되어 왔다. 하지만, 소프트웨어의 품질을 보다 정확하게 평가하기 위해서는 각각의 특징에 맞는 특화된 모델이 필요하다. 본 논문에서는 소프트웨어 컴포넌트 개발에 있어서 개발이 진행중인 상태의 소프트웨어 내부 속성에 적절한 메트릭을 적용시킨 결과를 이용하여 개발 완료 후의 소프트웨어가 가지게 되는 외부 품질을 어떻게 추정하는지에 대한 외부 품질 추정 모델을 제시한다. 소프트웨어 품질을 측정하기 위한 메트릭을 적용한 결과로써 품질 자체를 측정하는데 한정하지 않고, ISO 9126에서 제시하는 소프트웨어의 내부 속성을 이용하여 소프트웨어 컴포넌트 개발의 각 산출물에 어떻게 적용시키는지에 대한 모델을 예제를 통하여 제시한다.

• 한국경영공학회지
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• 제23권4호
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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.

• 디지털융복합연구
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• 제15권4호
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• pp.199-204
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• 2017

좋은 제품 품질은 기업의 성공을 가능하게 하는 데에 매우 필수적이기 때문에 기술 개발을 통한 제품 품질 개선방안은 많은 최고경영자들이 숙고하는 가장 중요한 문제들 중 하나이다. 기술 개발을 통한 제품 품질 개선과 관련하여, 본 연구는 정보 기술 분야의 중소기업들의 외부 정보 네트워크의 다양성이 생산 공정 개선을 통해 제품 품질 개선에 미치는 영향에 대한 실증 분석을 시도 하였다. 본 연구는 최소자승 회귀분석을 통해 310개의 IT 중소기업을 실증 분석하여 다음과 같은 2가지 중요 사항을 조명한다. 첫째, IT 중소기업의 외부 정보 네트워크의 다양성은 기술 개발을 통한 제품 품질 개선에 정(+)의 영향을 미친다. 둘째, IT 중소기업의 생산 공정 개선은 외부 정보 네트워크의 다양성이 제품 품질 개선에 미치는 정(+)의 영향을 부분 매개 한다.

• 대한안전경영과학회지
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• 제13권2호
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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 -.

• 대한안전경영과학회지
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• 제10권4호
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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.

• 전기학회논문지
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• 제61권11호
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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.