• The Journal of Asian Finance, Economics and Business
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• 제7권12호
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• pp.959-968
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• 2020

Tourist loyalty is created through good tourism service quality and the availability of tourism products. This study discussed the various attributes of tourism service quality, namely, tour agents, efficient personnel, accessible transportation, and information service quality. Whereas for tourism product availability attributes were varieties of product availability, wide selection of tour agents and tourist products, and wide variety of amenity services. As a general rule, the minimum is to have at least five times as many observations as the number of variables to be analyzed, and the more acceptable sample size would have a 10:1 ratio. A total of 424 questionnaires were returned, with 35 removed due to errors. Finally, 389 questionnaires respondents were used via accidental sampling method through the distribution of questionnaires to foreign tourists at Soekarno Hatta International Airport. In addition, AMOS 7.0 software is used to test models in confirmatory factor analysis (CFA) as well as hypothetical testing using structural equation modeling (SEM). The results showed that all hypotheses were accepted, except for the effect of tourism service quality on tourist loyalty in Indonesia. This research aims to contribute significantly to the existing knowledge of tourism, specifically from a foreign tourist perspective in Indonesia.

• 디지털융복합연구
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• 제10권4호
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• pp.63-78
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• 2012

본 연구에서는 컨설팅 성과에 가장 큰 영향을 미칠 수 있는 컨설턴트의 역량을 능력, 지식, 태도로 구성하고, 서비스품질과 컨설팅 성과에 미치는 영향을 규명하여 추후에 이뤄질 컨설턴트 역량개발 및 서비스 품질 개선 방안을 찾는 연구들에 도움이 되고자 하였다. 연구의 결과를 요약하면 다음과 같다. 첫째, 컨설턴트가 지닌 역량이 컨설팅 서비스 품질에 긍정적인 영향이 있음을 검증하였다. 둘째, 서비스 품질은 컨설팅 성과에 긍정적인 영향이 있음을 검증하였다. 셋째, 컨설턴트가 지닌 역량은 컨설팅 성과에 긍정적인 영향이 있음을 검증하였다.

• 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.

• 디지털융복합연구
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• 제14권6호
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• pp.151-156
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• 2016

본 연구의 목적은 선행연구를 통해 도출한 부동산중개서비스품질 요소들 중 핵심적인 부동산중개서비스품질 요인을 찾아내고 이들 요인들의 재이용의도에 대한 관련성 정도를 파악하는 것이다. 이를 위해 본 연구에서는 부동산중개서비스품질 변수(전문지식, 태도, 상호작용)와 신뢰 및 재이용의도 정도를 포함한 설문을 작성하여 부동산중개사무소를 이용한 경험자를 대상으로 설문조사를 통해 자료를 수집하고, 이 자료를 이용하여 탐색적 요인분석과 구조방정식모형을 이용한 확인적 요인분석을 실시하였다. 분석결과 상호작용은 신뢰에 양의 영향을 미치고 신뢰는 다시 재이용의도에 양의 영향을 미치고 있으며 동시에 상호작용은 재이용의도에 직접적으로도 양의 영향을 미치는 것으로 나타났다. 그러므로 본 분석결과, 부동산중개사무소의 경영자는 고객의 재방문의도를 높이기 위해 부동산중개서비스품질 요인들 중 상호작용에 관심을 두어야함을 알 수 있다. 본 연구를 위한 설문을 전국규모로 하여 분석결과의 일반화는 향후연구과제로 남긴다.

• 한국의료질향상학회지
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• 제5권2호
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• pp.176-189
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• 1998

This study was conducted to evaluate the subjective ideas about the determinants of quality in ambulatory care unit among outpatients and medical staff of a university hospital, and to compare the differences of the ideas, between patients themselves and hospital staff. A self-administered questionnaire survey was conducted covering 799 outpatients and 190 hospital staff in March, 1998. The questionnaire included general characteristics and 26 determinants of ambulatory care quality. The following are summaries of the findings: 1. Both of outpatients and hospital staff perceived, "Physician's knowledge" as the most important determinant of medical care quality. 2. In respect of 7 determinants related to physician's knowledge and skill, both outpatients and hospital staff perceived "physician's knowledge and skill" as important determinants. The scores of determinants such as, "Not doing unnecessary examinations", and "Assignment of adequate number of patients and duty schedule for the physician" were significantly different between outpatients and hospital staff. 3. In respect of 4 determinants related to doctor-patient relationship, both outpatients and hospital staff perceived "attention to patient's complaints" as the most important determinant. The scores related to the determinants such as "kindness of physician" and "explanation of treatment outcome" were significantly different between outpatients and hospital staff. 4. Among the amenities related determinants, "Modern facilities and equipments" were perceived as the most important determinant in both group. 5. In respect of 8 determinants related to non-financial accommodation, outpatients perceived, "Waiting hours for treatment" as the most important determinant, and hospital staff perceived, "Kindness of hospital staff". 6. In respect of 4 determinants related to financial accommodation, outpatients perceived, "Fare account of medical cost" as the most important determinant, and hospital staff perceived, "Increasing reimbursements". Further comprehensive research should be made on the evaluation of perceptions of medical care quality, both of outpatient and inpatient care, among patients and hospital staff. So good quality in medical care will be achieved based on clients' needs.

• 한국과학교육학회지
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• 제32권8호
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• pp.1356-1366
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• 2012

As the recent demand for human resources in science, technology, engineering, and mathematics (STEM), the development of professional STEM teacher is called worldwide. It is becoming a critical need in teacher education in order to educate student teachers, and prepare pre-service and beginning teachers for high quality of teaching competency. To promote the competency for $21^{st}$ century STEM teachers, the epistemology of technological pedagogical content knowledge (TPACK) is currently considered as the essential qualities of knowledge for highly qualified teachers. The aim of this study is explore the effect of case-based learning approach on TPACK competency of pre-service STEM teachers. In order to develop the pre-service teachers' competency regarding effective integration of technologies into teaching specific content areas, a series of innovative case study teaching in science and mathematics was presented to 43 participants of pre-service physics, chemistry, biology, mathematics, and computer teachers during a course of information and communication technology (ICT) in Education at Khon Kaen University, Thailand. After finishing a case presentation, the pre-service teachers were encouraged into a forum of critical open discussion by considering the potential impact of the case and the TPACK framework. They were investigated instructional design competency of using ICT tools into student learning process and their personal beliefs about ICT in educational process both before and after. The participant's reactions and learning was evaluated by using a self-reported questionnaire and an implementation log of content-specific learning process design, respectively. Results showed a change of their beliefs and the transformation of their TPACK competency in STEM teaching. In an effort to better serve the needs of high quality STEM teachers, the results of this study illustrated that the competency of TPACK could be particularly considered as a core attributes for future STEM teachers. By the way, case-based learning approach can play an effective part in preparing and professing the TPACK competency for STEM teachers.

• 한국IT서비스학회지
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• 제15권1호
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• pp.113-129
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• 2016

Recently, as Information System projects tend to be more complex, the importance of Information System Audit increases. In the same context, the need for the resident IS Audit also increases, which is supposed to deal with the possible risks and urgent issues by providing the appropriate support and timely coordination during IS project. Basically, for the effective IS Audit, the IS audit team members should be able to understand such a business context as work characteristics, business knowledge, goals, and culture of the organization. The audit team members should also be able to share the various knowledge of Information Technology and audit procedure with the owner of the project. Especially, for the resident audit, it is more important to fill the gaps in expertise between project owner and audit team. However, any studies on the need of common knowledge base (knowledge complementarities) in the IS audit have not been done so far. The purpose of this study is to analyze whether the knowledge complementarity based on inter-organizational communication between the project owner and audit team members makes an effect on the fidelity and performance of IS audit. In order to do this, the relationship among inter-organizational communication and knowledge complementarity, the fidelity of IS audit service, and performance of IS audit has been analyzed, using Structural Equation Model. The result shows that all the relationship is significant, which means that knowledge complementarity between the two different interest groups should be an effective factor on the fidelity and performance of IS audit. This result implies that, for better quality of IS Audit service, how to acquire the knowledge complementarity between the project owner and Audit team should be considered seriously as well as systematically in the process of IS Audit.

• 대한인간공학회지
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• 제31권1호
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• pp.77-83
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• 2012

Objective: The aim of this paper is to introduce a method that can measure and analyze the judgment gaps between service providers and customers. Background: It is important to understand the good service that service providers and customers are thinking. If there is judgment gap between service providers and customers, it would cause an unsatisfactory service. The judgment gap should be thoroughly investigated for a good service design. Method: Lens model is a human decision making model that was proposed by Brunswick(1952). This study indicates whether the Lens model can be applied to analyze judgment gaps between service providers and customers. As a case study, a library lending service was selected. 5 librarians and 15 customers participated in the experiment that investigates their judgments on a good service. The obtained data were analyzed by a modified lens model. Results: Cue weighting policies of consumers and service providers were similar, except that consumers gave higher weight on tangibility than service providers. Service providers and consumers had a good knowledge on the service quality, but they could not well apply the knowledge to judge it. Conclusion: The lens model may be used to analyze judgment gaps between service providers and consumers in the other service areas. The decision cues that were used in this study can be changed, depending on the characteristics of the target service. Application: The method that is proposed in this study may help to investigate and analyze both consumers' and service providers' judgments on a variety of services.

• 한국인공지능학회지
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• 제7권1호
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• pp.23-59
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• 2019

The purpose of this study is to develop a measure of service quality in the traditional market by examining previous research on the service quality of the traditional market studied so far. After defining basic concepts through definition of traditional market and existing studies, 5 categories of configuration items for SERVQUAL measurement in traditional market were made up based on existing researches related to definition of service quality and service quality of traditional market. A survey was conducted on the items that fit the intention of this study and various statistical analyzes were conducted. Statistical analysis was performed using SPSS 22.0 and AMOS 22.0. The reliability of the items was measured by the reliability test, and the predictability and accuracy of the items were examined. The validity of the measured variables was verified through confirmatory factor analysis. Reliability, empathy, responsiveness, certainty, and tangibility were the most important factors in this study. Responsiveness factors include communication, time reduction, real time, promptness. Assurance factors include the assurance of delivery, prompt answers, product knowledge items. Tangibility factors include, convenient device systems, location information, presence as a fact, and as a result, the latest modern items are adopted. The quality of service in the traditional market developed in this study was found to be good in reliability and validity test. Confirmatory factor analysis result using structural equation model also met the conformity index standard. If service satisfaction is measured based on this research, basic data can be presented to policy makers who implement policies on traditional markets to make the right decisions. In addition, it will be able to provide traditional market operators with operational strategy and marketing data. In the future, based on the traditional market service quality scale developed in this study, it is necessary to grasp the factors to be continuously managed to improve the service quality of the traditional market, user satisfaction, and intention to use.

• 품질경영학회지
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• 제44권2호
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• pp.389-408
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• 2016

Purpose: This study was designed to analyze the behavioral change of knowledge structures and the trends of research topics in the quality management field. Methods: The network structure and knowledge structure of the words were visualized in map form using co-word analysis, cluster analysis and strategic diagram. Results: Summarizing the research results obtained in this study are as follows. First, the word network derived from co-occurrence matrix had 106 nodes and 5,314 links and its density was analyzed to 0.95. Average betweenness centrality of word network was 2.37. In addition, average closeness centrality and average eigenvector centrality of word network were 0.01. Second, by applying optimal criteria of cluster decision and K-means algorithm to word co-occurrence matrix, 106 words were grouped into seven clusters such as standard & efficiency, product design, reliability, control chart, quality model, 6 sigma, and service quality. Conclusion: According to the results of strategic diagram analysis over time, the traditional research topics of quality management field related to reliability, 6 sigma, control chart topics in the third quadrant were revealed to be declined for their study importance. Research topics related to product design and customer satisfaction were found to be an important research topic over analysis periods. Research topic related to management innovation was emerging state and the scope of research topics related to process model was extended to research topics with system performance. Research topic related to service quality located in the first quadrant was analyzed as the key research topic.