• 간호행정학회지
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• 제6권2호
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• 품질경영학회지
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• 제43권3호
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• pp.397-408
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• 2015

Purpose: Express mail service(EMS) supplied by 'Korea POST'is an international postal service which brings letters, documents and parcels to a destination abroad in the fastest and safest way. This service is in a tough competition with global companies such as TNT, FedEx, DHL or UPS. To build an effective strategy for being competitive, an intensive study on EMS service quality should be accomplished from a customer's perspective. Methods: Kano model and improvement gap analysis are used to categorize and prioritize EMS service quality attributes. A 5-point Lickert scale is employed to apply the Kano model and improvement gap analysis. Each quality attribute can be classified as weak in comparison with competitors, critical for improvement, or potentially competitive. Results: Price, on-time delivery and delivery quality are to be kept as is; fast delivery, parking convenience and staff expertise can be potentially competitive; and the other attributes are considered to be critical for improvement. Conclusions: Fast reimbursement and proper compensation when shipping items are lost or damaged are to be improved with high priority. Efforts to secure fast delivery, parking convenience and staff expertise are needed to be competitive in the future.

• 품질경영학회지
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• 제43권2호
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• pp.127-140
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• 2015

Purpose: To obtain the area for improvement, the Importance-Performance analysis(IPA) uses relatively simple questions, that is, satisfaction and importance at attribute level. However, no attempt has been made to consider the gap between own company's performance and those of competitors in IPA, in the field of quality management. This study is aimed to suggest a new prioritizing method for improvement and to test for validity of the proposed technique. Methods: This study used data collected from Song and Lim(2015), which is satisfaction of employees, customers and competitors as well as importance data for 7 quality attributes of K animal hospital. A correlation comparison with other priority methods such as Bacon(2003)'s model and Matzler and Hinterhuber(1998)'s QI index is conducted. Results: The priority results by the proposed method shows better in correlation coefficient with customer perceived priority for improvement than other methods. Conclusion: From the result of the current study, it can be concluded that the result of the proposed method is valid, while it is relatively easy to understand and analyze, and therefore no additional survey is necessary for improvement priority.

• 한국유통학회지:유통연구
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• 제1권2호
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• pp.29-52
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• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• 복식문화연구
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• 제19권1호
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• pp.163-175
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• 2011

The purposes of this study are to identify quality factors of knitwears, to find out important attributes of knitwears quality, and to find attributes of knitwears quality which improvement are required. College students in the Seoul district participated in the study, a convenience sampling method was used. A questionnaires was arranged with three separates subject sections, importance degree of knitwears quality, satisfaction degree of purchased knitwears, and demographic factors. Data from 280 questionnaires were used for the statistical analysis. For data analysis, factor analysis, paired-samples t-test and multiple response frequency were conducted. The results were as follows. Knitwears quality factors were classified into six subdivisions by factor analysis; physical functions, yarn and fabric properties, fit, symbol, aesthetic, and usefulness. Quality attributes in purchasing knitwears were considered importantly in order of design, textures, color, price, size, and shape stability, etc. Among quality attributes on knitwears, there were significant differences in importance degree and satisfaction degree; important degree was higher than satisfaction degree to six factors on knitwears quality. Especially, in graph according to gap analysis, physical function and symbol were included in IV area, attributes that attention, required of quality improvement. In contrast, yarn and fabric properties, fit, aesthetic, and usefulness were included in I area, strengths, maintained presently quality levels.

• 조명전기설비학회논문지
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• 제22권6호
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• pp.7-13
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• 2008

본 논문은 수치 해석을 이용한 교류형 플라즈마 표시기의 발광 효율 개선에 대한 연구를 주 내용으로 하고 있으며, 긴 전극 간격을 가지는 유지 전극들 사이에 2개의 보조 전극을 삽입한 5전극 신 구조에서의 방전 특성에 대해 분석하였다. 2차원의 수치 해석 결과에 의하면 어드레스 전극에 보조 펄스가 인가되는 구동 파형을 적용했을 때, 신 구조는 일반적인 3전극 면방전 구조에 비해 대략 52[%]의 효율 증가를 보였다. 결과적으로 방전 초기에 보조 전극 사이에서 일어나는 방전의 크기는 축소되고 주방전에 해당하는 유지 전극 사이의 긴 간격에서의 방전은 확장될수록 플라즈마 표시기의 유지 방전에 있어서 VU V생성 효율의 개선 효과는 커진다고 볼 수 있다. 이와 같은 수치 해석 결과에 대한 신뢰성은 실험 결과를 제시함으로써 검증할 수 있다.

• 산업경영시스템학회지
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• 제42권3호
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• pp.142-156
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• 2019

[Purpose] It aims to suggest the differential factors to enhance the customer satisfaction and to activate the shopping in the convenience store (CVS). [Methodology] Convenience store service convenience (CVS SERVCON) was developed at the first time and the gap of relative importance level between the owners and the consumers was assessed by AHP analysis method..[Findings] First, the importance of access convenience was assessed as the first priority in both CVS owners' group and the consumers' group, while the detailed elements showed the differences which required the improvements. Based on the consumers' assessment, the importance of location was relatively low. They assessed relatively high on 24 hours operation of CVS and personal services. Second with respect to the transaction convenience, CVS owners' group rated it as the fourth priority while the consumers' group rated as the second, which requires the improvement. Third in terms of benefit utility and value-added service of post-benefit convenience which are the sub-factors of benefit convenience, the rate on the importance from the consumers showed higher than that from the owners, which requires the improvement. [Implications] Based on this study results, CVS operating companies are anticipated to be able to satisfy the customers, moreover, to secure the loyal customers if they concentrate the resources to develop the differentiation strategy on the areas where the consumers' demands are high while performs the maintenance strategy on the areas where their demands are low. In addition, this study contributed the theoretical expansion of SERVCON upon development of CVS SERVCON to comply with its definition.

• 지식경영연구
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• 제10권1호
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• pp.71-100
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• 2009

Recently, many of organizations build up their performance measurement system (PMS) to measure their knowledge management performance. However, the system that doesn't well reflect the organization's strategies as well as surroundings could obstruct their performance improvement, instead. Therefore, It is really important to establish the PMS to reflect organization's surroundings and strategies. The purpose of this study is to make a diagnosis of a performance measurement practice of a domestic university's knowledge management. To serve this research purpose, we examine the uptight performance index and PMS from existing references. And we diagnose the specific practices and maturity rates of measuring performances, and the recognition of the performance index at "D" university recently adopting balanced scorecard to performance evaluation through the survey on academic affairs committee members, performance evaluation committee members, and administration members. The method analyzing data from the survey is a gap analysis which includes alignment analysis, congruence analysis, consensus analysis, and confusion analysis. We make a diagnosis of performance measurement practices at "D" university, raise several points of this performance measurement system, and present the improvement plans from these problems.

• 한국신재생에너지학회:학술대회논문집
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• 한국신재생에너지학회 2011년도 춘계학술대회 초록집
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• pp.115.1-115.1
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• 2011

최근 기본적인 pin 구조의 박막 cell 에서 i layer를 최적화 시키는 방안으로 double layer 구조가 많이 연구되고 있다. 본 연구에서는 ASA(Advanced Semicon ductor Analysis) simulation을 이용하여 i-double layer 최적화에 대한 연구를 진행해 보았다. 두께 150/150nm의 i double layer의 band gap 가변을 한 simulation 결과를 보았을 때, p쪽의 band gap이 상승하면서 intrinsic layer 내의 field가 증가하여 recombination center가 감소하였으나 FF의 감소가 있었다. n쪽의 band gap을 상승 시켰을때 n/i 쪽 field 증가로 Voc가 상승되어 초기 효율이 증가하였으나 intrinsic layer내의 field가 감소하여 recombination center가 오히려 증가하였다. 결과적으로 electric field와 효율을 동시에 고려했을 때 두께 300nm, 1.75의 band gap을 가지는 single layer 보다 150/150nm두께에 1.8/1.7 또는 1.8/1.75의 bandgap을 가지는 double layer를 사용하였을 때 보다 높은 효율을 얻을 수 있었다.

• 한국기계가공학회지
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• 제21권3호
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• pp.63-69
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• 2022

Compressor efficiency must be improved to reduce refrigerator power consumption. In this study, the heat dissipation rate through the compressor housing is increased via gap flow passages between the compressor body and housing. Four types of gap flow passages are considered for achieving the maximum heat-dissipation rate. In addition, thermal analysis is performed to examine the effect of increased heat dissipation rate on the energy efficiency ratio (EER). The results show that the heat dissipation rate, compressor superheat, and compressor EER increased by up to approximately 52%, 3 ℃, and approximately 1%, respectively.