• 한국IT서비스학회지
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• 제8권1호
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• pp.29-45
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• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• 한국경영과학회지
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• 제29권4호
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• 로봇학회논문지
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• 제1권1호
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• pp.58-65
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• 2006

The emotional interface is essential technology for the robot to provide the proper service to the user. In this research, we developed emotional components for the service robot such as a neural network based facial expression recognizer, emotion expression technologies based on 3D graphical face expression and joints movements, considering a user's reaction, behavior selection technology for emotion expression. We used our humanoid robots, AMI and AMIET as the test-beds of our emotional interface. We researched on the emotional interaction between a service robot and a user by integrating the developed technologies. Emotional interface technology for the service robot, enhance the performance of friendly interaction to the service robot, to increase the diversity of the service and the value-added of the robot for human. and it elevates the market growth and also contribute to the popularization of the robot. The emotional interface technology can enhance the performance of friendly interaction of the service robot. This technology can also increase the diversity of the service and the value-added of the robot for human. and it can elevate the market growth and also contribute to the popularization of the robot.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2003년도 춘계학술대회
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• pp.3-7
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• 2003

For high performance Grid environments, an efficient GIS(Grid Information Service is required In the Metacomputing Directory Service(MDS) of the Glogus middleware, the Lightweight Directory Access Protocol(LDAP), which is a distributed directory service protocol, is used. The LDAP GIS differs from general purpose LDAP directories in that most of the LDAP operations are write in Grid environments. To get an efficient design of the GIS, it is thus required to analyze the performance of the LDAP system in the context of Grid environments. This paper presents the result of a performance analysis of LDAP systems. The main objective of the evaluation is to see the performance scalability of the LDAP system in the Grid environment where the write operations prevails. Based on these results, we suggest directions of an efficient LDAP-based GIS for a high performance Grid.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2008년도 추계학술대회 논문집
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• pp.1782-1793
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• 2008

Republic of korea has begun operating high speed train service according as KTX service operation starts in 2004. Also, EMU whose maximum speed is over 150 kph will be starting to service with electrification and improvement of existing railroad. Moreover, metropolitan electric railways have begun an express service to increase scheduled speed. Therefore, running resistance of rolling stock becomes more important factor effects on the performance. Running resistance of rolling stock is the factor which is necessary for the performance or operation plan of rolling stock, and it's related to rolling friction, slip friction, drag force, gradient, acceleration, curvature, tunnel condition and so on. It is possible to be calculated by CFD (Computational Fluid Dynamics). However it is predicted by experimental equation from running resistance test because of the complex calculation and manifold variables. In this paper, studies about running resistance of rolling stock is introduced, and each term of experimental equation is studied through theoretical approximation. Also, running resistance of rolling stock is estimated by the result of running resistance test, and effects being related to friction, drag force, gradient is examined.

• 보건의료산업학회지
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• 제6권2호
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• pp.133-140
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• 2012

This research analyzes on the difference of the management performance in public health care institution, especially between provincial medical center and national university hospital. The meaningful results of this study as follow. First of all, management performance was showed the loss in both of provincial medical center and national university hospital. but national university hospital is superior to provincial medical center in management performance. Secondly, It is noteworthy that social working expenses have influence on national university hospital. Finally, It shows that personnel expenses are the most important factor in the management performance in public health care institution. We hope that these results will be useful in the performance management of public health care institution.

• 품질경영학회지
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• 제27권4호
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• pp.20-41
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• 1999

This study addresses the development of a quality measurement of information systems integration(SI) service. Several dimensions which affect on quality of systems integration service have been identified and tested. Also, a measurement tool(questionnaire) of the factors has been developed. To achieve above purpose, extensive literature review and in-depth interview with several SI managers and customers were used. We suggested the analysis framework including performance variables such as quality, customer satisfaction, intention of renewal contract, and contribution to better customer's information system and the quality factors as well. To verify the research framework, collected data from the survey was analyzed statistically. The data from 73 respondents was used for analysis. Consequently, we identified eight factors and developed a 41-item instrument with Likert 5 points to measure the quality of SI service. It was proved that the 41-item instrument suggested in this study was very useful to measure the performance of SI service such as quality and customer satisfaction. Also it was shown that the instrument measured intention of renewal contract and contribution of customer's information system well.

• 한국멀티미디어학회논문지
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• 제13권11호
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• pp.1594-1609
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• 2010

최근 가상화와 클라우드 컴퓨팅 이슈가 대두되면서 서비스 품질과 성능 안정성을 보장하기 위한 대안으로서 시스템 자원 관리의 필요성이 부각되고 있으며, 디스크 입출력 자원은 오랜 기간 동안 심각한 성능 병목으로 인식되어 왔다. 다수의 서비스들이 입출력 자원에 대하여 경쟁 상태에 있는 경우, 낮은 중요도를 갖는 서비스 또는 프로세스들에 의하여 제한된 입출력 자원들이 점유되는 경우가 빈번하게 발생하며, 이는 중요 서비스의 품질 및 성능을 저하시키는 요인으로 작용한다. 또한, 특정 프로세스 또는 서비스가 사용할 수 있는 입출력 자원을 예측할 수 없는 경우에는 서비스의 성능 안정성 및 품질을 보장할 수 없으며 제한된 자원에 대한 효율적인 사용을 어렵게 만드는 문제점을 갖는다. 따라서, 본 논문에서는 상기 문제점의 개선을 위하여 예측 가능한 입출력 대역폭을 제공하는 서비스 기반 디스크 입출력 제어 방식을 제안하며, 제안 방식은 서비스 기반의 예측 가능한 입출력 대역폭을 제공함으로써, 안정적인 서비스 품질 및 성능을 유지하도록 하며, 제한된 입출력 자원의 효율적인 사용을 가능하게 한다.

• 보건의료산업학회지
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• 제10권1호
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• pp.27-37
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• 2016

Objectives : This study applied the research model of Bontis (1998), which has been used to investigate everything from business corporations to hospitals in Korea, examined its generalizability and attempted to verify which factors of the intellectual capital affects organizational performance, represented by indicators for the clinical and financial performance of hospitals. Methods : Primary data for the study were collected from 91 general hospitals through self-administered questionnaires, and secondary data on clinical and financial performance of hospitals were collected form existing statistics. Collected data were analyzed with SPSS 11.5 (ver.) and AMOS 18.0 (ver.). Results : It was found that only human capital and customer capital had indirect effects on hospital performance. It was also revealed that structural capital had a direct effect on clinical performance, and an indirect effect on financial performance. Conclusions : This result means that there is a need to individually consider both the clinical performance and financial performance when measuring the organizational performance of a hospital, and it also shows that positive improvement in the clinical performance can contribute to the improvement of the financial performance through this process.

• 경영과정보연구
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• 제34권2호
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• pp.171-191
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• 2015

본 연구는 전시 컨벤션 참관객 만족도와 참여업체 성과인식에 관한 연구로 참관객 측면과 참여업체 측면 모두에 대한 통합적인 모델로 접근해보았다. 이에 따라 서비스품질과 체험품질이 참관객만족과 참여업체의 성과인식에 각각 어떠한 영향을 미치는지 그리고 참관객만족과 참여업체의 성과인식간의 관계에 어떤 영향을 미치는지 확인해 보았다. 연구결과 체험품질이 참관객 만족에 정의 영향을 미치는 것으로 나타났으며(가설 3), 서비스품질은 참관객만족에는 통계적으로 유의하지 않은 것으로 나타났다(가설 1). 서비스품질과 체험품질이 참여업체의 성과 인식과의 관계를 살펴보면, 서비스품질은 참여엄체의 성과인식에 정의 영향을 미치는 것으로 나타났으며(가설 2), 체험품질은 업체 성과인식에 통계적으로는 유의하지 않은 것으로 나타났다(가설 4). 참관객 만족과 참여업체의 성과인식과의 관계를 살펴보면 선행연구의 결과와 마찬가지로 정의 영향을 미치는 것으로 나타났다(가설 5). 마지막으로 참여업체의 성과인식과 업체만족 그리고 업체충성도와의 관계를 살펴보면 다음과 같다. 먼저 참여업체의 성과인식의 경우 업체만족(가설 6)에 정의 영향을 미치는 것을 알 수 있었으며, 업체충성도(가설 7)의 경우 통계적으로 유의하지 않은 것으로 나타났다. 그리고 업체만족의 경우 업체충성도(가설 8)에 정의 영향을 미치고 있는 것으로 나타났다. 본 연구의 결과는 전시 컨벤션의 참관객과 참여업체의 인식에 대한 종합적인 이해와 함께 전시 컨벤션활성화를 위한 전략의 수립에도 중요한 시사점을 제공할 것으로 기대된다.