• Title/Summary/Keyword: Management and Service Evaluation System

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Measuring Customer Satisfaction for KTX(Korea Train Express) Service using SERVQUAL (SERVQUAL을 활용한 한국고속철도의 고객만족도 평가분석)

  • Yoon, Seong-Pil;Lim, Sung-Uk;Son, Eun-Il;Kim, Chang-Soo
    • Journal of the Korea Safety Management & Science
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    • v.9 no.6
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    • pp.105-112
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    • 2007
  • The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.

An Empirical Study on the Selection of Remote Island Route Service Provider Using AHP (AHP를 이용한 낙도 보조항로 운영주체 선정에 관한 실증연구)

  • Noh Chang-Kyun
    • Journal of Navigation and Port Research
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    • v.29 no.5 s.101
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    • pp.371-376
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    • 2005
  • A range of problems have risen as the results of the obligated charter service. Constant lack of operation improvement compared to regular routes and lower quality service are results of business practice by the service providers. Therefore, this study executed an empirical research using AHP to present a method for improvement by investigating remote island charter service providers. Result shows that the desirable method is to implement operation evaluation system to induce service providers to consistently put efforts on the operating system development.

Development of Integrated Project Management System for Industry-Academy-Research Cooperation (산학연 통합 프로젝트 관리 시스템 개발)

  • Shin, Dong-Suk;Jeong, Gi-Ho;Lee, Jae-Hyun
    • Journal of the Korea Institute of Information and Communication Engineering
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    • v.14 no.2
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    • pp.403-408
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    • 2010
  • In this paper, we design and implement the iMPS(Integrated Project Management system). The iMPS is used in the performance evaluation which establishes the systematic management of support for Industry-Academy-Research Cooperation. The implemented iPMS mainly contain functions. First, the search function produces a report for result on the status of numerous projects and allows administrators to track project status in a excel file format. Second, the management function produces a performance evaluation, monitoring. Applying the iPMS to management of Busan-Ulsan Association of industry-academy cooperation, its usefulness is from the results of web service.

Development of an Asset Management System for Public Facilities (공공시설물의 자산관리체계구축을 위한 모델 개발)

  • Kim, Chang Hak;Lee, Su Young;Jeon, Seok Hyeon
    • KSCE Journal of Civil and Environmental Engineering Research
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    • v.41 no.3
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    • pp.297-304
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    • 2021
  • The maintenance management system of domestic public facilities is shifting from the concept of diagnosis and repair for maintaining safety of facilities to performance evaluation method that improves and maintains the performance of facilities. However, in Korea, the performance evaluation method for the maintenance of facilities has not been established, so the performance evaluation has not been properly performed. In this study, we propose an asset management model that introduces the concept of performance evaluation to complement the simple maintenance strategy focused on safety management of current facilities. This model differentiated from the existing model by proposing a method for using WBS as a method for collecting facility maintenance information. This model proposed the most important level of service evaluation method and performance measure factors in the performance evaluation of facilities, and conducted a case analysis to assess the appropriateness of this model.

Prototype Development of Integrated Management System for National R&D Program (국가연구개발사업 종합관리시스템 프로토타입의 개발)

  • 임창주;오세홍
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.24 no.69
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    • pp.93-106
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    • 2001
  • This research includes the prototype development of the master plan title. "National Research and Development Program Integrated Management System". The system collects the information of projects, supports the survey analysis evaluation, and pre budget coordination of national research and development programs, and provide the information service for people about the situation of the national research and development. The results of the research may be used as the base technologies in information service(information retrieval directory service) to manage all programs of national research and development in their life cycle and to allocate resources efficiently to the national research and development in the increasing tendency. tendency.

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Development of multi-dimensional framework for evaluating the pubic service (공공서비스 평가를 위한 다측면 프레임워크 개발)

  • Hong, Jong-Yi
    • Journal of Korea Society of Industrial Information Systems
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    • v.18 no.6
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    • pp.71-82
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    • 2013
  • Because recently the efficiency and effectiveness of public services has been an important issue, various studies related with performance management system in the area of public service has been actively investigated. The study of the performance management system relied on qualitative or quantitative assessment. However, because the field of the public service is very wide and complex, holistic view is required. Therefore, this study presents a new framework for performance management system which can evaluate public service based on the various aspects by adding carefully quantitative evaluation, DEA (Data Envelopment Analysis) and qualitative assessment. Finally, by applying to the public service of Changwon, the usefulness and feasibility of this framework are validated.

A Study on the Effect of evaluation characteristics of Information Technology e-Service Quality on usage perception and intention (정보기술 e-서비스품질의 평가특성이 이용자 지각과 이용의도에 관한 연구)

  • Kim, Yong-Beom
    • Journal of the Korea Safety Management & Science
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    • v.11 no.3
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    • pp.95-103
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    • 2009
  • Recently the information system introduction and the application which use the computer are increasing. The efficient operation of information system helps corporations to improve productivity, customer service and corporate competitive power. SaaS(Software as a Service), which is the developed type of outsourcing in the area of information technology, is to use standardized and packaged application by hosting from the outside of enterprise. SaaS is not developed yet as much as people's interest about that in the initial stage, but its related technology and service capacity are accumulated after repeated trial and error, and it's ready to activate the industry. In the area of information system, studies on the measurement of service quality were followed. But there is little study on service quality measurement in the field of SaaS(Software as a Service). The purpose of this study was to divides the SaaS with e-SERVQUAL and it consider the relationship with the perceived recognition and the usage intention. According to this, variables of traditional research were rejected because SaaS is not developed yet in Korea. But information had a strong effect on perceived recognition. Therefore, business related with in SaaS must have provided a correct information about various applications.

A Security Evaluation Criteria for Korean Cloud Computing Service (한국형 클라우드를 위한 정보보호 관리체계 평가 기준)

  • Kim, Kichul;Heo, Ok;Kim, Seungjoo
    • Journal of the Korea Institute of Information Security & Cryptology
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    • v.23 no.2
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    • pp.251-265
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    • 2013
  • Cloud computing provided as a service type by sharing IT resources cannot be activated unless the issue of information security is solved. The enterprise attempts to maximize the efficiency of information and communication resources by introducing cloud computing services. In comparison to the United States and Japan, however, cloud computing service in korea has not been activated because of a lack of confidence in the security. This paper suggests core evaluation criteria and added evaluation criteria which is removed the redundancy of the security controls from existing ISMS for Korean cloud computing through a comparative analysis between domestic and foreign security controls of cloud certification scheme and guidelines and information security management system. A cloud service provider certified ISMS can minimize redundant and unnecessary certification assessment work by considering added evaluation criteria.

Summary and Conclusion Title :Oriental Nursing Management System (한방간호 관리체계 연구)

  • Moon, Heui-Ja
    • Journal of East-West Nursing Research
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    • v.10 no.1
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    • pp.11-26
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    • 2004
  • The purpose of this study is to investigate the present conditions of nursing investment contents, its conversion process, and output in Oriental University Medical Center, Korea to get good qualified Oriental nursing result which is the ultimate purpose of the Oriental nursing management, and to develope a matrix of Oriental nursing management system on the basis of that project. The subjects for nursing investment and output contents were eighteen nursing directors in eleven Oriental University Medical Center and two hundred thirty-nine nurses with three years and over experience in Oriental medical center. The subjects for Oriental nursing organization, human affair management, and control function were nineteen Oriental medical center in Oriental University Medical Center, Korea. Data were collected from November, 2002 to February, 2003 with questionnaire. Data analysis was done by SPSS PC+ 12 program. Frequency, percentage, and minimum/maximum values were used for investment contents, and frequency and percentage were used for conversion process and output contents. 1. The input factors of oriental nursing management system The objective's western hospital career was over five years of one hundred and seventy-five(73.2%) persons. Nursing in-service education was performed in fourteen hospitals(77.8%). Two hundreds(83.7%) were pro to oriental nurse system. Only four hospitals(22.2%) had independent budget in nursing division. Nursing staff allocation to the bed was from 2.8:1 to 9.06:1 respectively, with a big gap of the rate following the hospitals. 2. The conversion factors of oriental nursing system 1) Oriental nursing system Oriental hospital nursing system was organized independently in ten hospitals among eighteen hospitals. The recruitment of nurses which was a vital role of the nursing division of the hospital was mostly(79%) opened. The education to develope nursing personnels was through in-service one in 97.4%. Education for oriental nursing and management was performed in 42.1%(eight hospitals) and that for reserves was done in 36.8%(seven hospitals). Administration for nursing education by nursing division was 68.5%(thirteen hospitals). The post education evaluation was performed by report submission in 36.8%(seven hospitals), by written examination in 26.3%, by questionnaires in 21.1%, and by lecture presentation in 15.8% subsequently. The directorial meeting for the nursing directors was attended by 84.2%(sixteen hospitals), and the meeting type was the medical executive and support division executive meeting in 55.6%(ten hospitals) and the personnel management in 39.6%(seven hospitals). 2) The actual conditions of oriental nursing personnel management The reason of working in oriental hospital was by voluntary in 67.1%(a hundred and sixty persons), by nursing department order in 28.0%(sixty-seven persons), and by others in 5.0%(twelve persons) respectively. The shift form was a three-shifts one in 94.7%(eighteen hospitals), a two-shift one in only one hospital. Duty assignment was functional in 52.6%(ten hospitals), team and functional in 26.3%(five hospitals) and no team alone. Promotion manual was present at 68.4%(thirteen hospitals) and the competency essentials comprised of performance evaluation in 79%, interview, written examination, training result, study result subsequently. No labor union existed in 79%(fifteen hospitals) 3) Oriental nursing preceptor system There were five oriental hospitals(27.7%) administering the preceptor utilization model, which showed lower rate than the twenty-two medical university hospitals in Seoul in which fifteen hospitals (72.7%) were having the system. To the question of necessity of oriental nurse system asked to the objectives of two hundred and thirty-nine with more than three year-experience in oriental hospital, two hundred persons(83.7%) answered positively. 4) The control of oriental nursing The evaluation results from the target hospitals were mostly not opened in 89.4% of oriental hospitals. Thirteen hospitals(68.3%) had evaluation system of direct managers and the next were three hospitals(15.8%) of direct managers and selves. There was one hospital(5.3% each) where fellows and superiors, fellows, and inferiors' evaluation was performed and no hospital where superiors, fellows, inferiors and selves, and superiors, fellows and selves' evaluation was performed. The QI activity of nursing was 42.1%(eight hospitals) for nursing service evaluation, 36.8% for survey of ECSI, 26.3% for survey of ICSI, 15.8% for medical visit rate, 10% for hospital standardization inspection in sequence. 3. The output factors of oriental nursing management system The job satisfaction appeared good in general, indicating very good in thirty-seven persons (15.7%), good in one hundred and fourteen persons (48.3%) and fair in eighty-five persons(36.0%).

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Web-based online evaluation system for essay question (주관식 평가를 위한 웹기반 온라인 평가 시스템의 구현 및 적용)

  • Kim, Hong-Ki;Hong, Dong-Kweon
    • Journal of The Korean Association of Information Education
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    • v.8 no.2
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    • pp.251-259
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    • 2004
  • Widespread internet service has brought many changes to modern life. Internet installed at school and intra-school computer network presented various education activities such as web-based instruction, immediate evaluation, and management of progress in studying. In this paper an essay question evaluation system for web service is studied for rapid measurement of accomplishment of student. This system provides evaluation of answers consisting a simple sentence and not demanding one word. If an essay question has exactly specified answer sheets and scoring criterion, this system give highly accurate scoring results, which shows nearly the same scoring of a teacher, needs very short time for evaluation, and represents real-time feed back result, so it is expected very high efficiency for the evaluation of an essay question.

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