• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.57-70
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• 2011

The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.

• Journal of KIISE:Software and Applications
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• v.34 no.4
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• pp.342-358
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• 2007

Ubiquitous Computing System (UCS) is a system where the user can get information through computer network anytime and anywhere regardless of the places. Since UCS is a personalized system, it should interact with other systems. UCS will bring a remarkable change in production, consumption, politics, economy, community, culture, and other areas related to our daily life. That is, a high-quality UCS results in high-quality services provided to users. Hence, this paper proposes a systematic quality model based on ISO/lEC 9126 in order to evaluate the ubiquitous computing system, based on ISO/lEC 9126. And, we identify key characteristics of UCS and derive the set of quality attributes based on identified characteristics. We define metrics for each quality attribute and Ubiquitous Computing Quality Model CUCQM) so that we can evaluate overall environment and important characteristics of UCS.

• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.52-60
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• 2007

A multi-attribute robust design methodology is presented. This method can be applied where there are various technical constraints in design variables, multiple potentially conflicting design attributes, and uncontrollable noise variables. Two forms of technical constraints, soft and hard constraints, are considered in robust design settings. Specifically, this work presents procedures for integrating two types of design constraints seamlessly on the multiple design attributes, which is achieved through a development of multi-attribute utility formulation. The effectiveness of the overall procedures is tested with the aid of an I-Beam design problem, and results of sensitivity analysis are discussed.

• Journal of Korean Society for Quality Management
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• v.8 no.2
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• pp.15-22
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• 1980

This paper deals with the problem of determining a minimum cost sampling inspection plan for a single destructive testing by attribute. The cost for inspection lot is constructed by following three cost factors: (1) cost of inspection, (2) cost of accepted defective, (3) cost of rejected lot Using Hald's Bayesian approach in a single non-destructive testing, procedure's for finding the minimum cost single destructive sampling inspection plan by attribute are given. Assuming the uniform distribution as a prior-distribution and using numerical analysis by computer, a minimum cost single destructive sampling inspection plan by attribute for several lot sizes, unit cost, destructive testing cost, and salvage cost is given.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.33-43
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• 2007

The purpose of this study was to measure the importance of attributes: area, food quality, food type, price, service quality, which influence tourist preference of foodservice. It also identifies foodservice attributes' level combinations which confer the highest utility to tourists. Conjoint model was used for this study. The findings from this study were as follows. First, it was found that all tourists regarded food type and price as very important factors. Second, it was found that the foodservices with different attribute levels were preferred across cluster. Third, it was found that the most preferred foodservice was significantly different by cluster. Finally, the implications of the study and proposal of future study were outlined.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.38-51
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• 2007

The House of Quality(HOQ) is used in the development stage to identify important customer attributes and corresponding engineering characteristics. The importance of each customer attribute obtained in the HOQ affects to the quality of the final product or service. Traditionally, such importance is derived based on the assumption that customer satisfaction is linearly proportional to the product performance. In this paper, we propose a nonlinear function so as to relate the product performance with the customer satisfaction according to the Kano model. A performance goal is obtained by maximizing the total customer satisfaction under a cost constraint and the importance of each customer attribute is developed from the performance goal. Therefore, the proposed approach incorporates the Kano categories and the improvement cost in determining the importance of customer attributes.

• Journal of Korean Society for Quality Management
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• v.21 no.2
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• pp.71-84
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• 1993

Currently the problem of air pollution caused by the motor vehicle emission is one of the most serious problems to be solved. Thus we needed the vehicle emissions audit procedure and technical innovation constraining the motor vehicle emission. The Korean Environmental Protection Agency currently audits automobiles for emissions compliance at assembly plants with multiple attribute multiple staged sampling plans. In order to establish the more reasonable audit procedure, the multiple staged sampling plan designed in this paper has been applied to the domestic vehicles by analyzing the statistic characteristics of the emission distribution. This paper summarizes the auditing procedure and develops methods for determining its statistical characteristics. Specifically, we consider how to evaluate a multiple staged sampling plan, give a procedure that efficiently estimates attribute-type probabilities from multivariate variables-type data, and quantify the effect of tightening the acceptable quality level of the sampling plan. As a result it can be proved that this audit procedure is the reasonable plan minimizing the AQL (Acceptable Quality Level) and is to be used effectively for the auditing procedure constraining the injurious gasses of the motor vehicles.

• The Journal of Industrial Distribution & Business
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• v.9 no.2
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• pp.39-45
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• 2018

Purpose - The purpose of this study is to examine the image similarity and attribute recognition of the top 10 rated spa destinations (Chungnam Deoksan, Chungnam Dogo, Busan Dongrae, Daejeon Yuseong, Chungnam Asan, Gyeongbuk Bomun, Chungbuk Suanbo, Gyeongnam Jangyu, Chungnam Onyang, & Gyeongbol Bugok) in Korea based on the visits to these spa places by the customers. Research design, data, and methodology - The survey of this study was conducted on the visitors to the top 10 spa destinations in Korea from April 8 ~ April 21, 2017, and a total of 300 questionnaires were distributed. Of them, effective questionnaires used in the final study were a total of 241. In this study, empirical analysis was made through frequency analysis, factor analysis, and multidimensional scaling ALSCAL(spinning symmetry for image similarity and rectangle for attributes recognition) by using the Statistics Package SPSS 24.0. Results - According to the analysis result of spa destination image similarity, the stress level was 0.16453 and the level of the stress was good. Moreover, the coefficient of determination (RSQ) was, which had a description of each aspect of the spa destination, 0.79908. According to the results of attribute recognition, the stress value of 0.11805 represents a degree of conformity, and the coefficient of determination(RSQ) appeared at 0.98665. Therefore, the results of this analysis are that the similarities between spa destinations and the attribute recognition of the spa destinations is a suitable model that is properly expressed in two dimensions. Conclusions - First, according to the analysis result of image similarity, Deoksan & Dogo spa revealed similar images, as well as the Dongrae and Yuseong spa, while on the contrary Asan, Bomun, Suanbo spa has different images from the rest. Second, according to the results of attribute recognition, Asan and Onyang spa has competitiveness in terms of accessibility to spa destination; Yuseong, Dongrae, Jangyu spa in terms of spa facilities, spa tourism conditions, and service & shopping conditions. while spa water quality and spa costs showed low attribute reflection for all 10 spas. Therefore, the spa visitors cannot recognize the differentiation of spa water quality and spa costs.

• Journal of the Korean Society of Clothing and Textiles
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• v.22 no.3
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• pp.374-383
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• 1998

Apparel Quality was one of the most important elements to evaluate the reputations of companies and products which affect the consumer's purchasing behavior. From researches on apparel quality, there was no common concept of quality as well as no common dimensions. The purposes of this study were to identify apparel quality concept and to classify the multi-dimensional concept of apparel quality. The research was carried out in theoretical as well as empirical studies. The theoretical study was conducted to find out apparel quality concept and divide apparel quality concept into four dimensions groups. The empirical study followed the theoretical study to confirm the multi-dimensional concept of apparel quality. The empirical study was investigated that the questionnaire was administered to 634 housewives in Seoul, Kwangju, and Busan during the fall of 1996. The data were analysed by LISREL analysis. This study identified that apparel quality was characteristics of consumer's desires for apparel. The results of the theoretical study verified that apparel quality concept was organized into four different dimensions: physical attribute, physical function, instrumental performance, and expressive performance.