• Proceedings of the Korea Society for Industrial Systems Conference
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• 2002.11a
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• pp.85-98
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• 2002

인터넷 이용의 폭발적인 증가와 함께 웹사이트에 대한 개인적ㆍ사회적 관심이 증대되고 있다. 이렇게 인터넷에 대한 대중의 관심과 참여가 늘어남에 따라 정보의 무분별한 발생을 막고 검색을 보다 효과적으로 하기 위한 사용자 인터페이스는 가치가 더욱 증대되었다. 최근에는 개별적인 연구자들뿐 아니라 웹사이트 평가기관과 순위기관들이 각각의 평가영역과 평가모형에 따라 웹사이트, 그리고 사용자 인터페이스를 평가하고 있다. 이러한 평가기준들은 웹사이트의 품질을 평가하는데 있어 주로 일원적인 인식방법을 사용하고 있다. 즉, 웹사이트 품질이나 사용자 만족을 측정하는 데 있어 품질의 고저나 만족ㆍ불만족을 일직선상에서 평가하고 있는 것이다. 다시 말하면 어떤 물리적 상황이 충족되면 사용자가 만족을 느끼지만 충족되지 않을 경우에는 불만을 가지게 된다는 가정에서 평가모형들이 개발되고 있는 것이다. 본 연구에서는 Kano의 모형에 따라 품질을 물리적 충족상황을 횡축에, 고객의 만족감을 종축에 두고 품질개념을 이원적으로 해석하여 매력적, 당연적, 일원적 품질요소로 분류하고자 하였다. 웹사이트 평가와 웹사이트 인터페이스 평가를 위한 선행연구들을 종합하여 화면구성, 항해성, 검색성, 상호 작용성, 사용자지원성의 5가지 영역에서 25개의 평가항목을 추출하였으며, 이를 Kano의 설문지조사법을 이용하여 설문을 수행하였다. 게임사이트, 커뮤니티 사이트, 쇼핑몰 사이트, 일간신문 사이트를 대상으로 290부의 설문을 수거하여 분석한 결과 각각의 사이트의 인터페이스 품질요소에서 매력적 품질요소, 일원적 품질요소, 당연적 품질요소를 분류했다. 종합적으로 볼 때, 인트로나 메인페이지의 포인트, 다양한 정렬방식, 개인화 된 페이지, 개인장치로의 다운로드가 매력적 품질요소로 분류되었으며, 시각적 구성, 링크의 정확성, 링크분류의 체계성, 용어의 명료성, 컨텐츠 이용의 용이성, 적절한 강조의 사용, 고객피드백시스템은 일원적 품질요소로 분류되었다. 또한 당연적 품질요소는 사이트 설계의 일관성, 에러처리, 의견제시 공간, 이용설명서 또는 도움말, FAQ로 나타났다. 이러한 연구의 결과를 통해 웹사이트를 운영하는 기업에 새로운 웹사이트의 설계 및 운영에 있어 우선순위를 부여하는 데 도움이 될 것으로 기대된다.

• The Journal of Industrial Distribution & Business
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• v.10 no.7
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• pp.71-82
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• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• Journal of the Korean Association of Oral and Maxillofacial Surgeons
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• v.40 no.6
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• pp.272-277
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• 2014

Objectives: Non-vascularized iliac crest bone graft (NVIBG) is a known treatment option in mandibular reconstruction following jaw resection, but no documented review of patients treated with NVIBG exists for northern Nigeria. The experience and technique from a Nigerian tertiary hospital may serve as baseline data for comparison and improvement of practice for other institutions. Materials and Methods: A retrospective review of medical records and patient case files from January 2012 to December 2013 was undertaken. All case files and other medical records of patients who had reconstruction with NVIBG for benign or malignant lesions with immediate or delayed reconstruction were selected for review. Results: Twenty patients had mandibular reconstruction with NVIBG during the study period. Two patients were excluded because of incomplete medical records. Eighteen patients' (male=14, female=4) records were reviewed. Their ages ranged from 13 to 62 years (mean $26.0{\pm}10.6years$). Indications for NVIBG included jaw tumors (n=16; 88.3%), jaw cyst (n=1; 5.6%) and gunshot injury (n=1; 5.6%). Jaw tumors seen were ameloblastoma (n=15; 83.3%) and osteosarcoma (n=1; 5.6%). Treatments done were mandibular resection with condylar resection (n=7; 38.9%), mandibular segmental resection (n=10; 55.6%) and subtotal mandibulectomy (n=1; 5.6%). Patients' postoperative reviews and radiographs revealed good facial profile and continued bone stability up to 1 year following NVIBG. Conclusion: NVIBGs provide an acceptable alternative to vascularized bone grafts, genetically engineered bone, and distraction osteogenesis for mandibular reconstruction in resource-limited centers.

• Journal of the Korea Convergence Society
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• v.11 no.3
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• pp.9-18
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• 2020

As the 4^th industrial revolution has been an emerging issue, the government and industry has paid increasing interest to smart factory. The Korean government has made efforts to establish smart manufacturing capabilities of small-to-medium sized firms by providing supports for smart factory. However, the effectiveness of the supports and satisfaction of firms have hardly been analyzed. This study aims to analyze firms' satisfaction by attributes of policy suuports for smart factory and identify priorities for government supports. The results show that 8 out of 11 attributes were one-dimensional and 3 were attractive attributes. Among the 11 attributes, funding support was the top priority. The attributes such as dispatching external experts, consulting for sophistication of smart-factory, and consulting for maintenance and repair were also high priorities. These results imply that firms prefer supports for maintenance and sophistication to adoption or initial establishment of smart factory.

• Korea Journal of Hospital Management
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• v.23 no.4
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• pp.40-52
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• 2018

The purpose of this study is to identify medical consumers' hospital selection factors in response to the rapidly changing environment of medical industry. For that purpose this study classified consumers' hospital selection factors into three categories such that human factors including expertise, reliability, empathy; system factor including, convenience, differentiation, efficiency; and facility factor including tangibility, accessibility, and location, based on the previous studies and the results of a preliminary survey of the patients of a small private hospital. The nine factors were further divided into 23 more specific attributes. Then, an online survey was conducted to measure the perceptions of the 23 attributes by the medical consumers over the age of 20. The analysis of the survey data using Kano model and Timko model indicated that 14 of the 23 attributes were classified as attractive factors, eight attributes were or classified as, one-dimensional factors, and one attribute, doctors' educational background, was classified as indifference factor. Of the 14 attractive factors, "unique and differentiated services related to medical treatment" and "distance from home to hospital" had the highest customer satisfaction coefficients. Of the eight one-dimensional factors, "kind treatment," "providing adequate explanations," "accuracy of diagnosis," and "cleanness of facilities" had the highest customer satisfaction coefficients as well as the highest dissatisfaction coefficients. The findings indicate that these six attributes are the most basic and most impactful attributes that hospitals must manage strategically to improve their service quality and attract more medical consumers to their hospitals.

• Korea Journal of Hospital Management
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• v.29 no.2
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• pp.18-36
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• 2024

This study delved into the complex nature of medical services as experience goods and trust services, investigating the profound impact of online word-of-mouth on medical consumers' decisions to visit hospitals. Considering the restrictive legal framework for medical advertising, consumers are increasingly dependent on unrestricted sources of information like online reviews. This research aimed to provide empirical evidence for the significant role online word-of-mouth plays in hospital selection. Utilizing data from Naver reviews, hospital choice factors were classified based on the Kano model, revealing the subtle yet significant influence that word-of-mouth has on consumers' hospital visit intentions beyond merely positive or negative messages. In particular, the study provided insights into how the categorized positive and negative information, along with the presence or absence of emotional expression, affects the efficacy of word-of-mouth. The experiment targeted medical consumers aged over 20 and, through analysis using the SPSS statistical program, yielded important findings. The direction of online word-of-mouth, the presence of emotional expression, and the interaction of Kano attributes all created significant differences in hospital visit intentions. Notably, emotional expression included in negative word-of-mouth concerning one-dimensional attributes markedly decreased visit intentions, whereas the absence of emotional expression in attractive attributes actually enhanced reliability and increased visit intentions. These findings offer critical implications for redefining strategies in medical marketing and online review management. The discoveries of this study underscore the importance of active engagement and strategic management of online reviews by medical service providers, urging careful consideration of the various elements of online word-of-mouth that influence medical consumers' hospital visit intentions.

• The Journal of Society for e-Business Studies
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• v.21 no.2
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• pp.61-79
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• 2016

Recently, digital broadcasting service is growing as a TV-based commerce market spread. However, in previous studies, many researchers studied TV home shopping and T-Commerce separately each other, and there is little research on the attribute to increase the satisfaction of consumers. In this study, we analyzed the attribute to increase satisfaction of consumer using TV-based commerce, and we propose to the direction to move forward. We selected characteristics of TV home shopping and T-Commerce through previous studies, and analyzed satisfaction of customers with quality attributes of TV-based commerce using KANO model and ASC(Average Satisfaction Coefficient).

• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• The Journal of Industrial Distribution & Business
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• v.10 no.6
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• pp.19-27
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• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• 한국HCI학회:학술대회논문집
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• 2006.02b
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• pp.179-184
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• 2006

"사용자 중심의 디자인(User-Centered Design)" 은 좋은 사용성을 가진 제품을 만들기 위한 사용되는 보편적인 접근방법중의 하나이다. 그러나 투자대비 최대의 가치 창조라는 경제성 원리와 개발 기간의 제약을 고려하면 개발 중 사용성 평가를 통해 발견된 문제들을 모두 제품에 반영하는 것은 거의 불가능 하다고 볼 수 있다. 그러므로 발견된 문제들에 대한 우선 순위를 정의한 후 가장 중요한 문제점에 대해 먼저 개선하는 전략이 필요하다. 기존의 사용성 문제에 대한 우선 순위는 주로 문제 자체의 심각도를 고려하여 결정되었다. 그러나 사용자가 인식하는 사용성(Perceived Usability)를 높이기 위해서는 사용자가 중요하게 생각하는 효용을 우선적으로 제품에 반영하는 것이 필수적이다. 본 연구에서는 카노의 사용자 만족 모델을 활용한 사용자 효용과 사용성 문제들의 잠재가치를 고려한 사용성 문제 분류를 기구 사용성 평가 가이드라인의 제작에 적용하였다. 제안된 분류에 의해 디자인 가이드라인을 1) 반드시 만족 시켜야하는 제품 사용성 기준, 2) 경쟁사 대비 우위를 유지하기 위한 비교평가 기준으로 나누어 정의함으로써 단일 제품의 절대적 평가가 아닌 경쟁사 제품과의 비교 평가를 통한 개선 방향의 제시에 Kano 모델을 기반으로 정의된 사용성 문제들의 효용가치분류가 효과적이라는 것을 본 연구를 통해 보이고자 한다.