• Korean Journal of Human Ecology
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• v.21 no.5
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• pp.957-973
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• 2012

This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions. The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies' complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services. The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.

• Journal of the Korea Society of Computer and Information
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• v.14 no.9
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• pp.167-177
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• 2009

As the service quality has been reconsidered in public sector as well as private enterprises, the need for public sectors to adopt principle and practices of private sectors is concerned with customer-focused approach, the different business culture of public service organizations makes it difficult to improve service qualify. Also, Since concept of service contains intangibility, heterogeneity, Simultaneousness and perishability, it makes peoples more difficult to measure service quality. Therefore, this study proposes synthetic Administrative Service duality Index(ASQI) using fuzzy set theory and analytic hierarchy process to evaluate the service qualify in subjective environment. In ASQI model, Fuzzy set theory helps to measure the ambiguity of concepts that are relative to human being's subjective judgement. Also, this study utilizes AHP method to evaluate the preference weights of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) for customers.

• Asian Journal of Innovation and Policy
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• v.7 no.2
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• pp.382-410
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• 2018

We have identified the paradigm, the knowledge structure, and the roles of S&T policy studies in Korea by empirical analysis and focus group interviews. First, it provisionally concluded that S&T policy studies in Korea are still in the pre-paradigm stage. Specifically, the level of consensus among scholars about the "academic definition of discipline" and "research scope", which is essential for an independent discipline, is still low. Next, a great part of the existing S&T policy studies in Korea is excessively weighted in specific research scopes and researcher groups. For a balanced development as an academic discipline, such imbalance must be overcome. Third, the studies in Korea showed that much of the research in the earlier stage was fragmented at the micro-level. More recently, however, S&T policy studies show co-evolutionary patterns, which increase the responsiveness of the society. Based on this analysis, the future direction of studies should form a unique flow of our own, building Korean policy cases and models rather than following those developed countries.

• Health Policy and Management
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• v.23 no.4
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• pp.303-313
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• 2013

During last 65 years, Korea has achieved very rapid economic growth and social reformation including healthcare system. Many foreigners have praised that Korea healthcare system is very good in the respect of ease accessibility to healthcare under the lowest cost among the industrialized countries. Whole population are covered by the National Health Insurance. Also utilizations of healthcare among different income classes are even. However Korea healthcare system faced with several challenges, in terms of the an aging population and a rise in chronic disease problem, new threats of communicable disease due to globalization, the rapid increase of healthcare expenditure and high financial burden of patients even though they are insured. To cope with these challenges, we need reconsider the healthcare system as followings; to set up ideology of healthcare as normative public goods, to rebuild paradigm of healthcare for 21 century, to reform public health for strengthening health promotion, to develop new method for healthcare management including quality improvement and consumer responsiveness, to build new governance for health and to view new perspective on healthcare as a kind of industry.

• Health Policy and Management
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• v.13 no.4
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• pp.28-47
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• 2003

The purpose of this study was to assess the user's satisfaction of health care service in public health centers in Busan. The study respondents were 212, those who visited health centers for health care service. Data were collected in July 2002 by using SERVQUAL(comprehensive service quality measurement scale) and 3 open questions for more details about service satisfaction and the needs for health care service. SERVQUAL has 5 dimensions； tangibles, reliability, responsiveness, assurance and empathy. The results were as follows ： 1. The users reported more satisfaction at 'just service cost', 'convenient service procedure' and 'clean physical environment' at SERVQUAL. Among them the highest rated item was 'service cost'. And the less satisfaction items were 'understanding and individual concerns about service users', 'medical equipment' and 'health center facilities'. 2. There were no statistical differences by general characteristics except for the kind of services rendered. Those who visited for physical examinations and laboratory tests reported lower satisfaction than any other groups. 3. At the open questions, the respondents expressed that they were satisfied with the low service cost, kindness of employee and clean environment. But they criticized the old facilities and worn medical equipment, in addition to the less than kind attitudes. These strengths and weaknesses of health center's service could be applied for planning of customer­centered health care service.

• Journal of the Korean Dietetic Association
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• v.10 no.3
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• pp.309-321
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• 2004

This research was conducted to increase the customer satisfaction through the evaluation of their satisfaction in employee-feeding foodservice operations according to the types of foodservice. The questionnaires were distributed to randomly selected customers of employee-feeding foodservice 120 each at two public organizations, two companies and two colleges. SPSS was used for descriptive analysis, Cronbach's Alpha value and Anova test. Six hundred seventy eight respondents in self-managed foodservices and 660 in contracted foodservices were participated for the survey. On average, the number of male respondents(67.9%) was more than twice than the number of female respondents(32.1%). As for the age group, twenties were the major with 48.5% at self-managed foodservices, 56.2% at contracted foodservices. With the marital state of the users, 57% at self-managed foodservices, 61.2% at contracted foodservices were single, showing higher proportion of non-married users at contracted foodservices. In all categories comprising the foodservice satisfaction, significant differences were shown in the quality of foods(p<0.001), tangibility(p<0.05) and empathy(p<0.05) according to the types of foodservice. Responsiveness(2.9$\pm$0.87) was ranked for the highest degree of satisfaction and reliance(2.32$\pm$0.76) was the lowest at self-managed foodservices. The result at contracted foodservices showed the same categorical order with responsiveness(2.9$\pm$0.87) ranked at the first and reliance(2.32$\pm$0.76) at the last.

• Asian Pacific Journal of Cancer Prevention
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• v.17 no.1
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• pp.255-259
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• 2016

Background: Reliable and validated instruments are needed in order to study the quality of life in myeloma patients. This study aimed to translate and explore the psychometric properties of the European Organisation for Research and Treatment of Cancer (EORTC) myeloma module (QLQ-MY20) in Iranian patients. Materials and Methods: Two hundred and fifteen patients with multiple myeloma (MM) were recruited from Imam Khomeini Hospital, Tehran. A standard forward-backward translation procedure was implemented. Participating patients were asked to complete the EORTC QLQ-C30 and the QLQ-MY20 three times, at study entry, after two weeks, and again after three months. Data were tested for the range of measurement, internal consistency, test-retest reliability, known group comparison, responsiveness and factor structure. Results: Mean age of the patients was 60.7 years. No floor and ceiling effects were seen for the QLQ-MY20. Cronbach's ${\alpha}$ was greater than 0.80 for all three multi-item scales (ranging from 0.82 to 0.93). All four scales had test-retest reliability of 0.85 or greater. Results of the confirmatory factor analysis that the hypothesized 3-scale measurement model of the QLQ-MY20. Moreover, the Persian version for the QLQ-MY20 differentiated between subgroups of the patients in terms of beta-2 microglobulin, fracture and performance status. The responsiveness of the QLQ-MY20 to change over time was confirmed within 3 months. Conclusions: the results of our study indicate that our Iranian version of the QLQ-MY20 is a feasible, reliable and valid questionnaire for assessing the condition-specific quality of life of patients with MM.

• Asian Pacific Journal of Cancer Prevention
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• v.15 no.8
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• pp.3533-3536
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• 2014

Background: Breast cancer is one of the most common cancers in women in the world. Health-related quality of life (HRQL) at treatment endpoint in cancer clinical trials is widely considered to be increasingly important. The aim of this review was to provide a literature-based assessment of the validity, reliability and responsiveness of breast cancer-specific HRQL instruments in women breast cancer patients. Materials and Methods: The databases consulted were Medline, PubMed, and Embase. The inclusion criteria required studies to: (1) involve use of HRQL measures; (2) cover women with breast cancer under standard treatment (surgery, radiation therapy, chemotherapy, hormone therapy, and targeted therapy); (3) involve the validity, reliability, or responsiveness of HRQL; (4) deal with validation of breast cancer-specific HRQL instruments. Results: A total of 16 studies were identified through the literature search that met the 4 inclusion criteria. Some seven instruments were assessed among these 16 studies: EORTC QLQ-BR23, FACT-B, FACT-ES, HFRDIS, LSQ-32, QLICP-BR, and SLDS-BC. EORTC QLQ-BR23, FACT-B, LSQ-32, QLICP-BR, and SLDS-BC are more general breast cancer-specific HRQL instruments. FACT-EB is the endocrine subscale combined with FACT-B in order to measure the side effects and putative benefits of hormonal treatment administered in breast cancer patients. HFRDIS is the HRQL measure focusing on hot flash concerns. Conclusions: This paper provides an overall understanding on the currently available breast cancer-specific HRQL instruments in women breast cancer patients.

• Journal of Preventive Medicine and Public Health
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• v.38 no.1
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• pp.61-70
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• 2005

Objectives : To develop a tool for multidimensional measurement of the quality of life, which was psychometrically sound, short, and easy to administer for patients with hypertension. Methods : A sample of 1,115 hypertensive patients aged 20 or above in Cheong-Song County was studied from June 1997 to October 1998. In the development of the instrumental stage, the authors first conceptualized the quality of life. Item generation, item reduction, and questionnaire formatting were followed. Item-level (item descriptive, missing%, item internal consistency, item discriminant validity) analysis, scale-level (scale descriptive, floor and ceiling effect) analysis, and other tests(Cronbach's alpha, inter-dimension correlations, factor analysis, clinical validity) were performed to evaluate the validity and reliability of the new measurement scale. After 1 year, responsiveness and confirmatory factor analysis were performed. Results : The results of both item-level and scale-level analyses were acceptable. An acceptable degree of internal consistency was observed for each of the dimensions (Cronbach's alpha was 0.60 or higher). Inter-dimension correlations were below 0.50 and the factor analysis result was the same as the intended dimension structure. Correlation coefficients between perceived health status, stress and dimensions were proven to be acceptable. The result of comparing dimensional score means among ADL and MMSE-K groups above 60 years was statistically significant(p<0.05). The result of confirmatory factor analysis concluded that the dimensional structure model was well fitted. However, the result of responsiveness test using sensitivity and specificity was unsatisfactory. Conclusions : The newly developed measurement scale is psychometrically reliable and valid instrument for measuring quality of life in hypertensive patients.

• Journal of the Korea Safety Management & Science
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• v.19 no.3
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• pp.11-17
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• 2017

The study seeks to cooperate with the investigation of a fire investigation based on public-private partnership. Fire protection systems provide a wide variety of viewpoints from the perspectives of design, construction, management, maintenance, maintenance and maintenance systems at a particular point in time, construction, management, and maintenance systems. What is controversial is that there are illegal activities such as illegal activities of the Patent Office, misconduct of construction work and unreasonable construction of construction works.As a theoretical framework, the present study identified the four key elements of a successful disaster response system : responsiveness, control, professionalism, and bias.