• Journal of Korean Society for Quality Management
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• v.51 no.1
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• pp.67-78
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• 2023

Purpose: The purpose of this study is to investigate the COVID-19 pandemic-driven effect changes of quality factors on customer satisfaction in Korean Police Civil Affairs Service. Methods: This study fitted a regression model to the data collected by Korean National Police Agency from 2019 (before COVID-19 pandemic) to 2020 (during COVID-19 pandemic). In order to simultaneously estimate the effects of major seven quality factors on customer satisfaction for 'before the pandemic' and for 'during the pandemic', the regression model included not only customer satisfaction as the dependent variable, but also the fourteen independent variables consisting of the seven quality factors and their seven interaction terms. The interaction terms were defined by multiplying each quality factor by a dummy variable indicating either before or during the pandemic. Therefore, the coefficient estimates of the interaction terms indicate the changes of their corresponding quality factor effects on customer satisfaction between before and during the pandemic. The double bootstrap method was applied to test the significance of coefficient estimates. Results: Both before and during the pandemic, all quality factors had positive effects on customer satisfaction. However, these effects changed differently from before to during the pandemic: (increased) supportability, sincerity, and convenience; (decreased) integrity, professionalism, and fairness; (unchanged) promptness. Conclusion: This study found that the pandemic caused significant effect changes of quality factors on customer satisfaction in Korean Police Civil Affairs Service. This finding suggests the necessity of carefully monitoring such effect changes to effectively and efficiently improve customer satisfaction. This study also identified that from before to during the pandemic, supportability, sincerity, and convenience become more important and hence, need to be better managed.

• Korean Security Journal
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• no.1
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• pp.123-134
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• 1997

Our conuntry have come out to the phenomenon to the atrocity crimes, make into a intellecture crims and specialization with them due to various change to the expension of economy growth, drift of population to cities and sense of value is plunged in confution, Now that things have come to this day, since foundation of the security guard law it first begin, ten years, civilian securities guard law was include to the civil service securities law due to amendment fo the civility secuties law newly on Dec. 30, 1995. According to the amendment, the part of the public peace of peoples livelihood were slough of the visual angle in knowledge which function of the civilies security were only be in under the government dimension were put in order to be tointly according to the such state of affairs, should found the consider a counterplan fundamentally regarding to the what to doing efforts foster the civilities securitylaw and qualitalive elevation of presidential guards. To make a long story short by few words, the question resolves itself into the following five points. The first, peoples arrengements for the attitude fo public duty service with devotedly Sustaining publicity work activities for the thire divert of the understanding of civilian security guard. The secondly, Existing security traders and security association should to support to the civilian security works. The third, The government office concerned should strengthen the licensing system in order to improve the quality of existings in order to may establishment newly systems of license and technical institute of regarding to them. The fourth, Should be newly organixed the exclusive organization of personal protective works in the police buroau for the sustaining development of civirity guard works and soundness of the upbringing. The fifth, It is necessary to found the reserch institute for the study on oretical, scholarly, study for the technical reserch and enlargement of effeciveness And try to find a solution to the Universitys function and duty, activity plan, support plan to the Department of security specialist for the come forward in succession it under the national assistance. The finally, I am sure that the Korean security association could be transiormed into the organization which reliable and receive a love from the peoples when doing best utmost to do pursuit of the structure to be a securitys legalism, specialization and total security systems.