• Industrial Engineering and Management Systems
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• v.15 no.1
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• pp.77-91
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• 2016

Every service firm must find ways to attract new customers, retain existing customers, and remain competitive and profitable. As competition increases, delivering better service becomes more important. Service quality is considered as a vital aspect for the success of the firms. Restaurant cannot be separated from the service quality they have to deliver. The development of restaurant is supported with the reputation of the country where the food comes from. Recently, one of the most trending topic is Korean wave which affects the Korean cuisine. A fuzzy AHP was employed to evaluate the service quality. It is more preferable than traditional AHP which is criticized for its inability to handle the uncertainty of the decision maker's perception. Six attributes are used to evaluate five Korean restaurants in Semarang, Indonesia. The result shows that innovation is the most important attribute. It seems that decision makers viewed the food variation and new method service as main factors that the restaurants have to manage. This finding can provide the managers with valuable insights into the attribute that reflects customers' perceptions; also to position their service based on their competitors. Validating the scale in other culture-based restaurants is an interesting area to be pursued.

• Proceeding of Spring/Autumn Annual Conference of KHA
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• 2005.11a
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• pp.371-374
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• 2005

As the aging of this society, instead of growing numbers old protective functions of families decreased according to increasing tendency of nuclear families, increasing rates of females' participation of economic activities. Now, the problem of supporting the old is in need of social supporting system the cope with this are based on these factors are like this: 1) It is necessarily the instruction of medical welfare service. 2) The overlapped service is avoided and the service of specialized. 3) Most of the welfare service institution is Seoul and local city hall, so it needs the institution is transferred. 4) It needs the increase the number of home helper. 5) When the service is offered, the government must considers finance, elderly health condition and preference. 6) It needs the department for the welfare service for the old who stay at home.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.77-83
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• 2012

Objective: The aim of this paper is to introduce a method that can measure and analyze the judgment gaps between service providers and customers. Background: It is important to understand the good service that service providers and customers are thinking. If there is judgment gap between service providers and customers, it would cause an unsatisfactory service. The judgment gap should be thoroughly investigated for a good service design. Method: Lens model is a human decision making model that was proposed by Brunswick(1952). This study indicates whether the Lens model can be applied to analyze judgment gaps between service providers and customers. As a case study, a library lending service was selected. 5 librarians and 15 customers participated in the experiment that investigates their judgments on a good service. The obtained data were analyzed by a modified lens model. Results: Cue weighting policies of consumers and service providers were similar, except that consumers gave higher weight on tangibility than service providers. Service providers and consumers had a good knowledge on the service quality, but they could not well apply the knowledge to judge it. Conclusion: The lens model may be used to analyze judgment gaps between service providers and consumers in the other service areas. The decision cues that were used in this study can be changed, depending on the characteristics of the target service. Application: The method that is proposed in this study may help to investigate and analyze both consumers' and service providers' judgments on a variety of services.

• Korean Journal of Head & Neck Oncology
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• v.32 no.1
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• pp.37-40
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• 2016

The pilomatricoma is a benign skin neoplasm arising from hair follicle matrix cells, and it comprises approximately 0.12% of all benign skin tumors. It occurs most commonly in head and neck. It usually tends to occur in childhood or school-age. Mainly, it exists in single subcutaneous or intradermal nodule and grows very slowly. The diagnosis is confirmed by histopathologic examination. Histopathologically, it is characterized by basaloid cells, enucleated shadow cells and calcifications in the shadow cell. However, it is rare to present extensive ossification in pilomatricoma. The treatment of choice is wide local excision. A 66-year-old man came to our clinic and he complained of two masses on right parotid tail and posterior neck. We performed excisional biopsy on posterior neck and partial parotidectomy. The pathology of former was pilomatricoma with extensive ossification. We report a rare unique case of pilomatricoma with brief review of literature.

• Journal of Preventive Medicine and Public Health
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• v.33 no.4
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• pp.426-435
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• 2000

Objectives : To determine the relationships among quality, satisfaction, value and purchase intention in health care service. Methods : The data were gathered from out-patients who had used hospital services. They were asked to assess service quality, satisfaction, service value, and purchase intention. A total of 557 usable questionnaires were gathered. The data were analyzed using SAS version 6.12. The analysis methods employed in the study were confirmatory analysis and covariance structural analysis. Results : Service quality exhibited a significant and positive relationship with satisfaction, service value, and purchase intention. Furthermore, satisfaction had a significant and positive relationship with purchase intention. And finally, service value had a significant and positive relationship with both satisfaction and purchase intention. Based on these findings, it is evident that satisfaction was a mediator between service quality and purchase intention. Also service value played a mediating role between service quality and satisfaction. Conclusions : These results suggest that service quality is an antecedent of satisfaction and sonics value, and exerts a stronger influence on purchase intentions than satisfaction and service value do. Thus, managers may need to emphasize service quality in health care.

• The Journal of Industrial Distribution & Business
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• v.14 no.10
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• pp.23-33
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• 2023

Purpose: This paper provides a literature review of both qualitative and quantitative research on service delivery in urban local authorities as portrayed in literature and offers more insight into the concept thereby developing and facilitating an improved understanding of service delivery and proffering strategies for improving service delivery in urban local authorities. Research design, data and methodology: The study adopted a desktop research methodology. Empirical and theoretical research and articles which are relevant to service delivery in urban local authorities are reviewed and analysed. Only secondary information gathered through those articles and research is used to analyse and build literature review on service delivery in urban local authorities. Results: a literature review of both qualitative and quantitative research on service delivery in urban local authorities as portrayed in literature proffering strategies for improving service delivery in urban local authorities. Conclusions: It is evident that service delivery is an area which needs more attention, especially in developing countries. The service delivery environment is also changing rapidly, calling for strategies to match such changes. This paper facilitates an improved understanding of service delivery, proffering strategies for improving service delivery in urban local authorities. These strategies are essential in improving service delivery challenges.

• Journal of Korean Society for Quality Management
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• v.41 no.3
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• pp.371-380
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• 2013

Purpose: This study analyzes the optimal operation scheme of childcare centers in Korea to maximize the quality of childcare service by determining the number of children and number of teachers. Methods: This study employs a mathematical programming methodology called 'nonlinear integer programming (NLIP)' to solve the optimization problems and compare the quality of childcare service of optimal solutions with those of present operation scheme. Results: It is very successful in obtaining the optimal solutions for alternative capacities and they guarantee the substantial improvement in the quality of childcare service. Conclusion: Though more variables should be adapted for defining the quality of childcare service robustly, it is possible to conclude that childcare centers should modify their operation scheme to improve the quality of childcare service.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.49-61
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• 2012

Objective: The aim of this study is to offer a holism based Service Experience Analysis System(HSEAS) for service design. Background: Customer experience has been focused in a lot of service area. But it is difficult to understand the customer's needs and their experiences because it's so complex and uncertain. Thus it needs holistic approach that means it's difficult to explain general character merely through the understanding of small parts that composes an object and it must be analyzed within the overall context. Method: Accordingly, the thesis paper proposes the Service Experience Analysis System that satisfies the four following needs. (1) Need of solid Experience Framework in which the special quality of the service experience is considered, (2) need of support for the semantic cohesion between different kinds of data, (3) need of support for the management and search of vast data, and (4) need of building the knowledge base system for collaborative research. Results: HSEAS combines the short information in the customers' words and behaviors or situations and circumstances and provides a place of analysis where the context of the general experience can be read and allows concrete understanding of the actual state and factor of the problem as a Combined Data Analysis Tool. Conclusion: HSEAS becomes the center of information management, analysis and connection and it provides a free collaboration place where physical condition has no relations to as a knowledge base system based on network. Application: It is expected that length and width will be added to the analysis and assistance for effectively accumulating information will be provided in the area of diverse service.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.39 no.2
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• pp.150-160
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• 2016

The quality of service in ERP services is a key issue in innovating the ERP performance as an IT service for corporations. Currently, most of the research works for this area are based on the existing quality models such as SERVQUAL, which are said not to measure service quality properly. Also, it does not consider the factor of the system acceptance, which is thought to be closely related to the quality of service in this type of IT services. Therefore, a research model is required, which can address the issues related to the ERP service quality measurements. In this paper, new research models have been proposed, and empirical data obtained from SME's ERP users have been applied to the proposed model to analyze the causal relationship between quality factors and to identify the most suitable quality measures. Also, the relationship between the service quality and the system acceptance was analyzed using a combined model. The results show that factors such as productivity and convenience affects the quality mostly and that the most appropriate measure for the service quality of ERP service is satisfaction. Also, for the system acceptance, the ease-of-use is the main factor. And, the service quality and system acceptance shows a strong correlation. This means that, in order to enhance the quality of ERP services, the service provider needs to provide customers with productivity-enhanced user-friendly IT services and active product support. The work of this research can help to improve the service quality and the user acceptance of ERP services and to lead further research works in this area.

• Journal of the Korea Safety Management & Science
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• v.18 no.4
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• pp.139-149
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• 2016

Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.