• 디지털융복합연구
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• 제4권1호
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• pp.55-71
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• 2006

The Public Service Charter is one of the administrative reform programs introduced to promote customer oriented administration. It's main purpose is to achieve citizens' confidence in the government by satisfying them with elevated quality of the public services. This study focuses on analyzing current conditions and achievements of the Public Service Charter in the Republic of Korea and proposing it's development plan. Since it was introduced to Korea in 1998, the Public Service Charter has been disseminated and contributed to the spreading of the citizens' understandings of the government's initiatives for customer satisfaction plans. Still, it has several problems as follows; A lot of public servants and citizens lack in understandings of this program. CEOs don't have enough concern in it. Evaluation is not organically connected to performance management. The correction and compensation procedure are not well operated. To solve these problems, the government needs to set up an institutional foundation establishing a legal base, uplifting CFO' concerns, and building a department with full responsibility, and to promote employees and citizens' participation through education and PR. It's also important to enhance post management by efficient evaluation and performance management, substantial correction and compensation procedure.

• 한국지능시스템학회논문지
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• 제23권3호
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• pp.232-237
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• 2013

본 연구는 장기요양시설(입소시설)에서 근무하는 시설장 또는 관리자가 인식하고 있는 요양서비스 질 결정모형을 사회시스템의 구조화에 이용되고 있는 FSM을 이용하여 구조화하는데 목적이 있으며 주요 연구결과는 다음과 같다. 최상층의 서비스 질은 중간층의 직무몰입, 조직몰입, 경력, 요양기술, 노인에 대한 지식, 연수 및 교육과 연결되어 있는 것으로 나타났다. 둘째, 중간층(직무몰입, 조직몰입, 경력, 요양기술, 노인에 대한 지식, 연수 및 교육)은 하위층의 고용형태, 직무만족, 리더쉽, 이용자 관계, 직장 내 인간관계와 연결되어 있거나, 중간층에 위치한 요인 간에 연결되어 있는 구조로 나타났으며 구체적 결과는 다음과 같다. 직무몰입에는 직무만족과 이용자 관계, 조직몰입에는 리더쉽과 직장 내 인간관계, 경력에는 고용형태와 직무만족이 연결되어 있는 것으로 나타났다. 한편, 요양기술에는 직무만족, 경력, 노인에 대한 지식, 연수 및 교육, 노인에 대한 지식에는 직무몰입, 경력, 연수 및 교육, 연수 및 교육에는 직무몰입이 연결되어 있는 것으로 나타났다. 이러한 결과를 통해 다음과 같은 사실을 확인할 수 있었다. 첫째, 요양보호사의 업무전문성을 나타내는 요양기술 및 노인에 대한 지식은 경력을 바탕으로 해서 서비스 질에 연결되는 구조를 보였다. 둘째, 중간층의 직무몰입은 최상위층의 서비스 질에 연결되어 있으면서 같은 중간층에 위치한 요양기술, 노인에 대한 지식, 연수 및 교육 등 다양한 요인에 영향을 미치는 것으로 나타나 서비스 질을 결정하는 데 중요한 요인임을 알 수 있었다. 마지막으로 리더십과 관련하여 의미있는 결과를 확인할 수 있었다. 즉, 시설장의 리더십이 조직몰입에 연결되고 조직몰입이 서비스 질에 연결되는 구조를 통해 서비스 질 향상을 위해 시설장이 수행할 역할을 확인할 수 있었다.

• 대한간호학회지
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• 제35권7호
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• pp.1210-1220
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• 2005

Purpose: This study was aimed to examine how subjects' characteristics and nursing service quality influence hospital revisiting intent, to compare perceptions of patients with those of nurses, Method: The questionnaire was developed and distributed to 300 patients and nurses at six general hospitals in a provincial city, Korea, For data analysis, the SPSS/PC program was used. Result: The nursing service quality's scores of patients is 3.61, that of nurses is 3.77, and there is a significant difference. The hospital revisiting intent's score of patients is 4.84, that of nurses is 4.61, and there are no significant differences. In subjects' characteristics, patients perceive that the hospital is the only different factor, and place hospital revisiting intent at $3.6\%$. Nurses perceive that education level and position are different factors, and place hospital revisiting intent at $3.3\%$. In nursing service quality, patients perceive that 2 attributes explain hospital revisiting intent at $17.8\%$ and 2 factors explain it at $16.5\%$; whereas, nurses perceive that 2 attributes explain hospital revisiting intent at $15.3\%$ and 3 factors explain it at $12.2\%$. Conclusion: There are perception gaps between consumers and providers. So nursing and hospital managers must recognize these facts and provide various marketing strategies to overcome them.

• 한국응급구조학회지
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• 제22권2호
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• pp.79-91
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• 2018

Purpose: To assess the satisfaction of continuing education and need assessment according to job characteristics in emergency medical technicians (EMTs). Methods: A self-reported questionnaire was completed by 222 EMTs from May 28 to July 6, 2018. It consisted of questions on the method and need of continuing education, and satisfaction regarding education time, assessed using a 5-point Likert scale. Descriptive statistics, a chi-square test, and ANOVA were used to analyze the data. Results: The responses to questions on the method of continuing education (${\rho}=.000$), satisfaction of regarding the duration of continuing education (${\rho}=.029$), method (${\rho}$< .001), and topic (${\rho}=.000$) varied according to the differences in job characteristics of EMTs. Assessment and management of patients with multiple trauma ($4.17{\pm}.735$) emerged as the most important while license examination protocol for EMTs ($3.33{\pm}.968$) was rated the least important among topics for continuing education. Separation of continuing education (${\rho}$< .001), education method (${\rho}$< .001), education topic (${\rho}$< .001), and necessity of quality management of continuing education (${\rho}$< .001) differed according to the job characteristics of EMTs. Conclusion: It is important to provide a suitable program catering to the diverse requirements of EMTs. The education programs must be tailored to the needs of level 1 and level 2 EMTs separately. To improve the quality of education, it is necessary to evaluate the continuing effects.

• 한국환경과학회지
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• 제20권6호
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• pp.721-728
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• 2011

This study investigates the users' perception of the importance and performance of National Recreation Forest Service Programs quality, forest environmental education and cultural benefits, with the aim of improving the level of service quality within the programs. An Important-Performance Analysis (IPA) was performed to determine significant patterns. The IPA results showed that most users' perceived as important how well the service programs performed to meet their expectations. The enclosed study finds, for example, users' answered that three factors which were less important to them were entrance fee, size of program center or facilities and amount of information. These factors performed poorly, and the program of guidance indicates the need for improvement of these factors. In addition, the finding also suggests how recreational service programs in the future can complement and improve what they offer. These are as follows. The process of preparation and content of the program order need to be effectively established. The Program Director needs to maintain a friendly attitude and must have ongoing training on how to provide effective programs. For programs to be enjoyable and satisfying for users, the location of the programs should provide a comfortable environment. Also, detailed program guidance is required for users' convenience. It is expected that the results of this study will be useful when ameliorating and establishing the marketing strategy of the National Recreation Forest Service Programs.

• 한국의류산업학회지
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• 제6권2호
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• pp.205-212
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• 2004

The purposes of this study was to exploit the differences on recognition for the service provided between salespeople and customers who have purchased fashion apparels and garments at the department stores, and to suggest the educational direction of salespeople in order to enhance competitiveness and to increase customers' satisfaction. Data were obtained from 297 apparel salespeople working at 6 department stores and 285 customers of department stores in Daegu. Statistics used for data analysis were frequency, mean, t-test, ANOVA, and regression analyses. The important factors which affected the purchase of fashion products, in order of importance, were information ability, credibility and service quality of salespeople. But the service quality recognized by customers was lower than that by salespeople. It can be said the salespeople have to make every effort that customers feel comfortable and certain for the service provided. There were significant difference on the service provided by salespeople, as well as service quality recognized by customers in accordance with gender, marital status, age, level of education, and annual fashion apparel expenses.

• 품질경영학회지
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• 제51권3호
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• pp.347-362
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• 2023

Purpose: The purpose of this study is to analyze whether service quality and sensibility quality have an effect on securing passionate fans of educational institutions as a management marketing strategy that can maximize parent satisfaction in order to secure a competitive advantage for infant and toddler educational institutions. Methods: In this study, a questionnaire survey was conducted on parents attending educational institutions for infants and toddlers, and hypotheses were verified through frequency analysis, reliability and validity correlation analysis using SPSS 22.0. Results: The results of this study are as follows. First, it was found that service quality has a significant effect on rapport formation. Second, among the sub-factors of emotional quality, stimulation and identity had a significant effect on rapport formation. Third, among the sub-factors of service quality, sensiblity and responsiveness had a significant effect on brand fanship. Fourth, among the sub-factors of sensibility quality, stimulation and identity had a significant effect on brand fanship. Fifth, rapport formation was found to have a significant effect on brand fanship. Conclusion: This study is meaningful as a service and sensibility quality study focused on educational institutions at the present time when research on service quality and sensiblity quality targeting early childhood educational institutions is insufficient. In addition, in terms of management of educational institutions for infants and young children, by paying attention to the formation of a careful and pleasant relationship with the fans of educational institutions, an empirical example of a theoretical research model was shown that strong attachment to educational institutions and positive participation lead to loyal fans.

• 한국산학기술학회논문지
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• 제19권2호
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• pp.270-278
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• 2018

본 연구는 어린이집 유아교사의 질적 향상에 대한 발전방향을 모색하기 위해 CIPP 평가 모형에 기반하여 어린이집 유아교사가 이수한 보수교육에 대한 평가를 실시하고자 한다. 이를 위하여 충남 및 대전광역시에 소재한 어린이집에서 근무하는 유아교사 203명을 대상으로 설문조사를 실시하였다. 수집된 자료를 바탕으로 SPSS 21.0을 사용하여 자료를 분석하였고, 그 결과는 다음과 같다. 어린이집 유아교사 대상 보수교육은 목표제시와 사전분석과 같은 교육상황은 다른 평가영역보다 긍정적이었으나, 유아교사 개인요인과 같은 교육과정은 상대적으로 수정과 보완이 필요한 영역으로 평가 되었다. 유아교사 개인의 특성을 반영하지 못한 획일적인 교육은 체계적이고 효과적인 교육이 이루어지는 데 한계가 있을 수 있으므로 교사의 현장과 실태를 고려하여 계획이 이루어져야 하고 교사의 현장요구가 반영되어야 한다. 따라서 본 연구는 어린이집 유아교사 대상 보수교육의 평가를 통해 보수교육프로그램의 실정과 추후 보다 바람직한 어린이집 보수교육이 이루어지도록하기 위한 기초자료가 될 것이며, 보수교육 내실화를 위한 유아교사의 자질 향상 프로그램 개발에 기초자료로 활용될 것으로 사료된다.

• 의학교육논단
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• 제15권1호
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• pp.1-8
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• 2013

Outcome-Based education (OBE) is reviewed from the institutional perspective. The demand for and international trends in OBE are briefly examined and several term related to OBE, especially educational objective and program outcomes (POs), are introduced. It is stressed that systems for continuous quality improvement and quality assurance should be established to ensure the maintenance of the OBE system. Because the criteria for accreditation contain a criterion regarding the quality assurance related to program outcomes, several critical issues are considered regarding the POs themselves and the reduction of the POs. The core value of OBE is not only to provide appropriate education services to students to prepare them with the minimum skills and abilities for advancing their professional service, but also to guarantee the quality of graduates. In addition, the educational program should be continuously improved by employing the evaluation results acquired during the operation of the OBE systems. It is certain that an OBE system is one important aspect of student-centered education.

• 품질경영학회지
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• 제50권3호
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• pp.571-591
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• 2022

Purpose: The purpose of this study is to examine the factors affecting the intention to use online collaboration tools for non-face-to-face educational environment in the perspective of the learners. Methods: For empirical analysis, the survey of this study was administered with data that were limited to experienced learners using online collaboration tools such as Google Docs, Allo, Padlet, and Slido in online education environments such as Zoom, Webex, MS Teams, etc. and valid 400 data were analyzed by SPSS(ver 22.0) and R(ver 4.1.0) program package. Results: The results of empirical analysis showed that performance expectancy were found to have an effect on reliability of system quality, empathy of service quality, playfulness and informativity of content quality among the characteristics of online collaboration tools. On the other hand, it was found that the security of system quality, responsiveness of service quality, and extroversion of user personality characteristics did not affect. It was analyzed that playfulness had the greatest positive effect, followed by informativity, empathy, and reliability. Among the characteristics of online collaboration tools, it was found that the reliability and security of system quality and informativity of content quality had an effect on the effort expectancy. It was analyzed that informativity has the greatest influence, followed by security and reliability. Conclusion: This study is meaningful in that it examines the perspectives of users and learners, who can be said to be the end customers of online collaboration tools. Based on the results of this study, it is expected that not only platform operators that provide online collaborative tools, but also providers that use online collaboration tools will have a significant impact on the development of edutech and infrastructure in the educational environment.