• 대한인간공학회지
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• 제36권1호
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• pp.9-21
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• 2017

Objective: The objective of this study is to understand the effect of angle and curvature of push-return switches, which are external factors in the operation environment inside the cars, on the feel of operation and to propose optimum alternatives. Background: Customers' needs for products are changing from functional and performance aspects to customer-led type where customers can reflect on their needs on the products. The operation inside cars is executed by HMI. The push-return switch is utilized as the most intuitive mode of HMI; therefore, this push-return switch, which is widely used, has to be developed by assessing the preference and satisfaction of the customer. Method: The angle and curvatures, which are external factors that affect the feel of operation, are drawn through surveying the preceding research literatures. The stages to construct alternatives in experiments are as follows: (1) the tactile switch is replaced after dismantling the switch assembly to evaluate the internal characteristics proposed by preceding researches, (2) a drawing is prepared by using a design software, is printed using 3D printer, and then it is attached on the switch assembly, and (3) evaluation for satisfaction of operation is carried out by using a driving simulator. Results: Both the angle and curvature that are external factors of switch significantly affect the feel of operation. However, interaction between the two factors is found insignificant. Therefore, an optimum alternative is proposed considering the experimental outcomes. Conclusion: This study evaluates the satisfaction in operation that affects the feel of operation environment inside the cars. Based on the study results, a guideline for switch design in the center fascia is proposed. Application: This study is expected to be used as basic data for designing automotive switches, as well as switches in the industries similar with the operation environments of cars.

• 국제지역연구
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• 제12권3호
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• pp.567-588
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• 2008

본 연구는 방문객 관점에서 벗어나 축제 개최지역에 거주하는 지역주민들을 대상으로 과연 지역주민들은 축제를 어떻게 인식하고 있는가라는 연구문제 아래 충남 보령지역주민을 대상으로 2008년 머드축제기간 동안 보령시내에서 수행되었다. 연구결과 및 정책적 함의는 다음과 같이 요약할 수 있다. 첫째, 축제개최지 지역주민의 지역축제 효과요인 인식에 있어 문화적 요인은 정(+)의 긍정적 영향을 미치는 것으로 나타난 반면, 경제적 효과요인은 부(-)의 유의한 영향을 나타냈다. 이는 문화적 요인에서는 기존의 선행연구들과 일치된 결과를 보이고 있으나 경제적 효과요인에서는 일반적인 축제의 긍정적 경제파급효과와는 다른 차이점을 보였다. 구체적으로 보령시는 축제의 성공적인 개최도 중요하지만 더 다양하고 구체화된 지역주민 의견 수렴을 위한 공청회와 세미나 등의 기회확대를 통해 실질적으로 일반 주민들이 참여할 수 있는 프로그램 개발에 힘써야 할 것이다. 둘째, 선행연구를 통해 축제개최 지역주민들이 축제에 참여한 경우와 그렇지 않은 경우 축제를 인식하는 데 차이가 있을 것으로 보고 축제참여 경험여부를 조절변수로 하여 참여의도와의 관계를 살펴본 결과, 조절효과는 작용하지 않는 것으로 나타났다. 마지막으로 축제참여도는 지역축제에 대한 지역주민의 축제만족도에 유의한 영향을 미치는 것으로 나타났다. 따라서 보령시는 외지 방문객뿐 아니라 지역주민들의 적극적인 축제참여를 위한 지속적인 노력을 강구해야한다고 사료된다.

• 디지털융복합연구
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• 제13권11호
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• pp.303-311
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• 2015

이 연구는 종합병원에 근무하는 간호사를 대상으로 간호사의 고객지향성을 파악하고 간호사가 인식한 간호조직문화와 고객지향성이 어떤 관계가 있는지를 분석하고자 한다. 2014년 10월 1일에서 15일까지 442부의 설문지를 선택하였고 SPSS 21.0 프로그램을 통해 분석하였다. 연구결과는 간호사가 인식한 각 간호조직문화 유형과 고객지향성은 양의 상관관계가 있는 것으로 나타났다. 책임 간호사, 비교대 근무형태에서 유의한 결과가 나왔다. 또한 관계지향적 문화, 혁신적조직 문화, 위계지향적 문화 순으로 유의하게 나타났다. 따라서 병원 관리자들은 간호 조직 문화내의 내부 고객인 간호사에 대한 관심과 관리가 필요할 것이다.

• Asia Marketing Journal
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• 제22권2호
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• pp.87-98
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• 2020

HANSSEM is a furniture company that leads the market of residential space in Korea. The goal of this case study is to focus on how HANSSEM copes with IKEA, the world's largest furniture retailer after entering the Korean market in December 2014. IKEA's entry into Korea is possible to destroy the existing orders in the retail industry and reduce the profit of incumbent local players by realigning industry relationships. However, HANSSEM achieved rapid growth with the largest market share in the furniture market through its internal capabilities. The authors propose the main success factors in three ways: (1) residents-database including apartment floorplans in Korea, (2) high-quality human services provided by construction and A/S (After-sales Service), (3) channel diversification that provides comprehensive consultations (e.g., flagship stores, home shopping channels, stores in marts, and interior dealers). Especially, there have been various consumer needs in Korean market, such as creating their own stylish space economically. HANSSEM meets customer's needs by reinforcing the space-package (complete-interior is provided to customer in a package rather than combining individual piece of furniture) and opening showrooms, which makes customers freely experience the products and receive detailed consultations on interior designs by alleviating customers' difficulties in decorating their homes. Based on HANSSEM's outstanding activities and new investments, we look forward to seeing that HANSSEM will achieve its ultimate goal of maintaining the position of number one furniture company by attaining customer satisfaction through higher quality in Korea.

• 대한지역사회영양학회지
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• 제9권4호
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• pp.519-527
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• 2004

This study was designed firstly to measure the job satisfaction (JS) levels of personnel engaged in contract food-service management company (CFMC), secondly to compare the job satisfaction levels by personal and company-related characteristics, and thirdly to identify the effects of JS facets on overall job satisfaction. Of 1135 respondents, there were 712 employees in the headquarters and 423 in the branch office. From an analysis on job satisfaction, overall job satisfaction level was 3.22 out of a maximum 5 and the co-worker (3.71) facet of JS was the highest job satisfaction followed by supervision (3.32), work itself (3.26), working condition (3.15), promotion (2.95) and payroll (2.74). In comparison of job satisfaction by personal characteristics, the personnel who were male (p < .01), had associate degrees (p < .01) or long-term careers in foodservice field (p < .05), or were regular employees (p < .01) perceived significantly higher than others for overall JS. In comparison of the job satisfaction by company-related characteristics, overall JS was significant by company scale (p < .01) and by work place (p < .05), but it was not significant by operating group. Finally, on the regression analysis for the effects of JS facets on overall JS, adjusted R2 was 0.534 (p < .001) and all six JS facets, especially payroll, had a positive effect on overall JS significantly (p < .001). Considering that the goal of enterprise on profit-making through customer satisfaction (CS) and the role of personnel on CS at moment of thrust (MOT), the findings confirmed the necessity for continuous internal marketing and human relation management focusing on the lower level of JS facets.

• 국제학술발표논문집
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• The 3th International Conference on Construction Engineering and Project Management
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• pp.409-416
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• 2009

This paper presents a tool called Quality-Cost optimization system (QCOS), which integrates Multi-Objective Genetic Algorithm (MOGA) and Quality Function Deployment (QFD), for tradeoff between quality and cost of the unitized metal curtain-wall unit. A construction owner as the external customer pursues to maximize the quality of the curtain-wall unit. However, the contractor as the internal customer pursues to minimize the cost involved in designing, manufacturing and installing the curtain-wall unit. It is crucial for project manager to find the tradeoff point which satisfies the conflicting interests pursued by the both parties. The system would be beneficial to establish a quality plan satisfying the both parties. Survey questionnaires were administered to the construction owner who has an experience of curtain-wall project, the architects who are the independent assessor, and the contractors who were involved in curtain-wall design and installation. The Customer Requirements (CRs) and their importance weights, the relationship between CRs and Technical Attributes (TAs) consisting of a curtain-wall unit, and the cost ratios of each components consisting curtain-wall unit are obtained from the three groups mentioned previously. The data obtained from the surveys were used as the QFD input to compute the Owner Satisfaction (OS) and Contractor Satisfaction (CS). MOGA is applied to optimize resource allocation under limited budget when multi-objectives, OS and CS, are pursued at the same time. The deterministic multi-objective optimization method using MOGA and QFD is extended to stochastic model to better deal with the uncertainties of QFD input and the variability of QFD output. A case study demonstrates the system and verifies the system conformance.

• 한국의료질향상학회지
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• 제3권1호
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• pp.104-124
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• 1996

Background : In these days, the health care organizations have concerned about customer-centered care in order to empower the competitiveness on the health care markets. The departments working for quality management of the hospitals have used health care quality indicators in terms of medical areas as well as service areas of the hospitals. However, there were insufficient efforts to develop the credible measurement to seek the customers' needs, their expectations and their satisfaction levels related to health care services because various kinds of challenges were in the process of scale development to measure customers' satisfaction in health care. The purpose of this study was to develop the satisfaction scale to health care services in a Korea health care organization and to test its tool with validity and reliability. Method : The concept of this tool was acceptability that one of the components of health care quality defined by Donabedian. Acceptability has the five dimensions of concept: Accessibility; Patient-Practitioner Relations; Amenities; Patient Preferences as to the effects of care; and Patient Preferences as to the costs of care. The Satisfaction Tool to Health Care Services was reviewed by expert panel with five researchers, including hospital managers and a professor related to quality management of the hospitals. As a result, the content validity index was .84 in the outpatient satisfaction tool. The inpatient satisfaction tool had .87 of the content validity index. The Satisfaction Tools to Health Care Services finally consisted of 44 items for outpatients/their families and of 60 items for inpatients/their families. Study subjects of the construct validity test were 479 outpatients/their families and 561 inpatients/their families who visited or admitted at a University hospital from July 1, 1996 through August 10, 1996. The data were examined by Factor Analysis with SPSS. Result : The items of Satisfaction tools for outpatients/their families were categorized by eleven factors with eigenvalue greater than 1.0 accounting for 64.2 percent of the variation in item scores. Also, the items of inpatient tool had eleven factors with eigenvalue greater than 1.0 accounting for 60.3 percent of the variation in item scores. The reliability of overall scale were .95 and .96 for the outpatients/their families satisfaction scores and inpatient/their families satisfaction scores. The internal consistency reliability with eleven factors was ranged from .30 to .94 for inpatients/their families. The Satisfaction Tool with eleven factors for inpatients/their families had internal consistency reliability ranged from .53 to .89. Conclusion : The Satisfaction Tools to Health Care Services focused on outpatients/their families and inpatients/their families developed in this study had a high reliability and the strong evidence of content validity and construct validity based on quality concept. Therefore, this tool would be utilized as a credible quality indicator of health care services to assess the quality problems and to monitor the quality improvement activities in Korean Health Care Organizations.

• 한국건설관리학회논문집
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• 제14권2호
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• pp.65-77
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• 2013

최근 경기침제는 건설 산업의 전반적 건설기업환경을 악화시키고 있다. 2011년 대한건설협회 발표에 따르면 2008년 이후 워크아웃 및 법정관리 중인 건설사는 25개사에 이른다. 이는 기존 건설기업을 운영하는 틀과 사고((思考)에 대한 근본적인 변화를 요구하는 것이다. 지금부터 건설 산업은 서비스업이 되어야 하며, 또한 미래 성장산업으로 뻗어나가려면 서비스업으로 변신해 나가지 않으면 안 된다. 이에 본 연구는 기존 서비스산업분야의'외부고객의 만족을 위해서는 내부고객인 종사원의 만족이 우선이다.' 라는 내부마케팅을 건설기업에 시행(도입, 적용) 및 활동에 앞서 내부마케팅관련 구성요인을 선정하려한다. 또한 각 구성요인들 간에 어떠한 영향을 미치며, 시공사에 기업성과가 있는지 검정하려한다. 그리고 그동안 등한시 하였던 건설기업 구성원의 고객 지향(의식, 인식)적 사고의 전환 도구로, 내부 소통의 도구로 또한 현재 처하고 있는 건설 산업의 위기를 극복하기 위한 방편으로 건설기업에도 내부마케팅의 시행 및 활동을 제안 하고자 한다.

• 정보학연구
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• 제10권4호
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• pp.69-83
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• 2007

As a hospital environment is reconstructed from supplier-centered values to consumer-centered ones for the existence in the rapidly changing medical market, it can be said that not only must old slogans such as unconditional restructuring, remodelling, etc. be reconsidered, but a new strategy for the development and renovation of a hospital must be urgently required. Accordingly, development of customer-oriented practical strategies is needed and it appears possible to develop marketing and manage contacts, as a practical management strategy, for raising satisfaction of internal and external customers. The ultimate goal of such strategy development may be to ensure consistent potential development by maintenance of existing customers and securing new customers through a strategy of satisfying both existing and new customers. It appears that the competition in the medial will be keener in the future by human resources, members of an organization, Under these circumstances, and in relation to appearance of a new type of occupation of a coordinator, if a hospital could offer appropriate service which can meet the demand of the customers by efficiently utilizing the limited resources through efficient management of contacts between the customers and personnel, the competitive power of a hospital would be much stronger. Therefore, it is necessary to seek customer-impressing management by utilizing a coordinator as a more specialized intermediary as well as many-sided contact management through positive introduction of an expert coordinator system for internal and external customer contact management. It is expected that a hospital can secure a competitive advantage in the market through strategy development supported by an expert coordinator and increasing competitive power by means of practice of a developed creative strategy.

• 한국병원경영학회지
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• 제22권1호
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• pp.40-50
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• 2017

The purpose of this study is to develop the KPIs(Key Performance Indices) needed to improve management and strategy in the dental clinic based on the four perspectives of BSC(Balanced Scorecard). The questionnaire was conducted on 52 dentists approved by Dental Managment Research Committee in Seoul National University as a panel. Using the Delphi technique, the top five KPIs for each point of perspective in BSC were extracted from KPI pools. In the third survey, the top five KPIs of all points were compared with each other through AHP(Analytic Hierarchy Process) method, and priority and overall importance rankings were calculated. The biggest difference in the three level AHP results was the customer perspective took priority to others. In the second survey, the financial perspective, which was number one, was pushed back. The overall significance of KPIs was in the order of customer, internal process, finance, learning and growth perspective, with the exception of medical profits (5th of 20) and new patient growth (10th of 20). We were able to overcome the limitations of the Delphi Technique with the AHP method. In general, the financial perspective in BSC is known to be the most important, but we conclude that the customer perspective is more important through the pairwise comparison survey. In the current dental service market, which is a long-term recession, excessive competition, customer satisfaction and customer relationship management seem to be the first goal to pursue in dental clinic.