• Design Convergence Study
• /
• v.14 no.2
• /
• pp.17-32
• /
• 2015

The perspectives of customers and providers as for the services have the same objective; however, perspectives and objective are distinctly different. But the existing methodologies have mostly pondered only based on the customer-centric perspective or separately from the perspective of providers. It would be necessary to take these two perspectives as a whole by combining them into one perspective since they not only have differences but also common points. Therefore, in this study suggested the System Journey Map in terms of internal staff based on the customer's task in service. System Journey Map is consists of four parts : a customer journey map, thus the performance of internal staff, internal staff satisfaction evaluation, and finally the performance of internal staff assessment of the senior staff. After releasing a service, with customers and internal staff made a point of contact to identify specific behavioral patterns and whether any part of the problem so that this toolkit gives us an expectation to be a useful map, which is the intangible being placed in service, not just visualize and understand for identifying problems.

• Journal of the Korean Society for Library and Information Science
• /
• v.52 no.1
• /
• pp.313-340
• /
• 2018

The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

• Journal of Navigation and Port Research
• /
• v.35 no.10
• /
• pp.855-861
• /
• 2011

With the rapid growth and development of the Korean Shipping Industry both in external quantum and internal complexity, the marine insurance industry has accordingly expanded with it. This empirical study analyzes the quality factors of the Insurance and P&I Services using 5 factors of quality measures with 22 questions regarding the effect on customer satisfaction by the services offered by the P&I Clubs. The Study is expected to provide P&I Clubs with management tactics for customer satisfaction and the subsequent continued patronage supported by their members through the enhancement of the service quality. This study also provides direction for ship-owners and the members of the P&I Clubs in finding the most efficient service provider as well as in proposing competitive prices of the P&I insurance premium as their management tactic.

• Culinary science and hospitality research
• /
• v.24 no.3
• /
• pp.133-143
• /
• 2018

The purposes of this study was to investigate how interpersonal relationship stress had the impact on job attitude and turnover intention. To perform this study, total 420 questionnaire were distributed to regular hotel employees from October 16th to November 26th in 2017. Unworkable data were excluded, and final 344 usable responses were obtained for an empirical analysis. Frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and regression analysis were measured by using SPSS 18.0, respectively. For the study structure, interpersonal relationship stress primarily concentrated on the boss/staff/colleague/customer stress. Job attitude was divided into organization commitment and job satisfaction. Transfer intention was a single factor. The results of this study were shown as follows: Hypothesis 1, boss/customer stress have a negative effect on organization commitment and boss/colleague/customer stress have a negative effect on job satisfaction. Hypothesis 2, boss/customer stress have a positive effect on transfer intention. Hypothesis 3, tissue commitment have a negative effect on transfer intention. This results of this study have shown that stress management of employee is a source of management result in hotel business. This study have given to the hotel's human resource management and internal marketing for the practical implication and academical use.

• Health Policy and Management
• /
• v.10 no.1
• /
• pp.111-125
• /
• 2000

To compare the differences in the recognition on hospital utilization and satisfaction, 368 hospital employees and 485 patients were selected in four hospitals in Seoul and Kyung-gi do. The survey was done using a constructed form of checklist from Apr. 30 to May 10, 1999. And the results are as follows: l. Gaining knowledge of hospitals available among hospital employees differed from that of patients. When finding out about sources of information concerning hospitals, direct visit to the hospital was recognized to be the main factor for the hospital employees in contrast to the patients' recognition which were mass media, personal involvement of job related workplace and recommendations from other hospitals. There was no difference between university and general hospitals. 2. The factors that concern which hospital to choose there was a difference between hospital employees and patients. Hospital employees recommended their own hospital solely based on the reason that it was their work place. On the other hand, the patients made a choice based on the type of medical staff, transportation available and whether it was a university hospital or not. There was no difference between university and general hospitals. 3. The recognition of employees concerning hospital image of a hospital between hospital employees and patients was different. In university hospitals, the employees recognized the name value of university hospital and cooperation as most important, whereas the patients thought convenience, kindness were the main factors. Patients considered general hospitals to be more convenient. There was some difference between university and general hospitals. For university hospitals employees' recognition was higher and for the general hospital patients' recognition is higher on hospital image. 4. The recognition of employees was different from that of patients' on hospital satisfaction. The patients' satisfaction was higher than that of employees'. There was no difference between university and general hospitals. Based on the above findings, the employees' recognition on hospital utilization and satisfaction was different from that of the patients, but there was no difference between university and general hospitals. In both groups choice of hospital was associated with satisfaction. Results showing difference between employees' and patients' recognition can be applied to implement customer-oriented attitude and be used as a baseline data for internal-external marketing planning of hospital management. The study may be limited in that the results cannot be generalized due to its small sample size and not being able to reflect demographic variables and life style. Further studies to investigate the difference of hospital utilization and hospital satisfaction will be necessary to define demographic characteristics and recognition of employees which influences patients' hospital satisfaction.

• Journal of Korean Society for Quality Management
• /
• v.29 no.2
• /
• pp.76-92
• /
• 2001

As service firms continue to seek unique sources of sustainable competitive advantage, service quality has been discussed as a potential alternative to traditional skills and sources. The information of customers is generally believed to be a key component in creating corporate responsiveness to customer requests. In order to develop and maintain long-term close relationships with customers(CRM), service firms need to build an effective and ongoing service quality information system(SQIS). Service firms that formally collect customer-related information and internal service quality information were to be more responsive. The purpose of the present study is twofold. 1. How to nicely get the information on the service quality. 2. How to build a SQIS. One of numerous examples from financial service-sector firms is given to show that SQIS can be developed to improve service quality This paper investigates SQIS of a Korean commercial bank as an example. Implications and strategies for building an effective SQIS for financial service-sector firms are discussed, and directions for future research are indicated.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.27 no.3
• /
• pp.45-51
• /
• 2004

Recently, the severe competition in the internet shopping mall has forced firms to increase the customer satisfaction and to enhance service quality Despite the internet shopping mall's fast and superficial growth and extraordinary potential, study on (actors affecting service quality based on its characteristics is meager. Most researchers have studied on the service quality related with the internal shopping mall by just applying measurement items in internet environment. This paper tries to analyze whether the internet shopping mall can be reorganized by introducing factors of service quality specifically with reference to the internet showing mall. In addition, this study focuses on developing the method to measure the service quality more effectively. For this purpose, this study applies the Taguchi Method using quality loss function (QLF) which can be used to measure quality quantitatively. The proposed method provides the measurement of the internet shopping mall's service quality and offers to the practitioner a measurement tools suitable for service industry.

• Journal of Industrial Technology
• /
• v.21 no.B
• /
• pp.37-44
• /
• 2001

Distribution System is considered as the most important part of SCM when the satisfaction of customer demand is considered. This paper focus on the backorder policies for stockout which is occurred in each regional distribution center of two-echelon distribution system facing stochastic demand process. Four concepts for the efficient system operation are suggested. First, at least 30% reduction of stockout is achieved by introduction of 50/25 allocation policy to distribution system. Second, transportation cost and lead-time of backorder are decreased by allowance of internal supply between regional distribution centers. Third, the frequency of emergency supply is minimized by application of Ship-up-to- expected-demand backorder policies. Finally we suggest several effective rules to select multi-internal suppliers. Simulation tests show the efficiency of our backorder policies and enhancement of customer service level.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.34 no.3
• /
• pp.97-105
• /
• 2011

Previous researches have focused on the efficiency of project execution and the satisfaction of internal customers In view of the fact that a project is successful if any defects are not found in the short-term performance test of the project final outcome. To execute a project that both internal customer and external customer are satisfied in terms of longer-term benefit perspective, the project claim costs (PCC) which may occur for the warranty period of the project final outcome should be considered. We propose a model included PCC to the linear programming between time and cost to expedite a project and perform the validity test by applying the model to an example project. This model and related procedure will contribute to overall project activities' cost reduction by taking preventive actions for PCC.

• Culinary science and hospitality research
• /
• v.21 no.5
• /
• pp.192-203
• /
• 2015

Internal marketing has been considered as a way of achieving higher service quality and customer satisfaction in the service industry. However, the definitions and implementation of internal marketing varies by researcher. Therefore, the purpose of this study was to explore an explanatory internal marketing mix that can be utilized in the foodservice industry. Using a web-based survey method, a total of 405 usable samples were collected and used in the data analysis. Five internal marketing components (i.e., vision, development, reward, employee motivation, and internal communication) were adopted from previous literature, and the results indicated significant impacts of the internal marketing mix on employee job satisfaction.