• 한국식품영양과학회지
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• 제36권4호
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• pp.488-498
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• 2007

본 연구는 위탁급식 종사자를 대상으로 감성리더십의 수행 인식 정도, 감성지능 수준과 조직 및 종사자 관련변인, 조직성과에 대한 가설을 토대로 감성리더십의 효과성 모형과 감성지능의 효과성 모형을 구축하고 구조방정식(SEM)을 이용하여 이를 검증하고자 하였다. 위탁급식업체 중간관리자의 감성리더십 수준은 종사자들의 태도와 행동에 영향을 미치는 것으로 파악되었으며, 단체급식업계의 감성리더십 수행수준은 위탁급식업체 본사 근무자들이 자신의 상사인 리더를 평가할 때 '조직의 관계와 원칙의 이해'에 있어서 높은 점수를 주었고, '설득력 있게 사람의 마음을 잡아끄는 능력'에 대해서는 가장 낮은 점수를 주어, 위탁급식업계 본사의 중간관리자의 경우 원칙과 조직을 이해하는 능력은 강하나, 부하직원의 마음을 이끄는 능력은 부족한 것으로 분석되었다. 위탁급식업계 본사 근무자들의 조직몰입 수준은 보통을 약간 상회하는 수준으로 '충성도'에 대한 몰입이 '일체감'에 대한 수준보다 높은 것으로 나타나, 조직구성원들이 회사를 향해 가지는 몰입정도는 높은 반면, 회사와 종사자들의 하나됨은 다소 부족한 것으로 분석되었다. 조직성과는 보통을 상회하는 수준이었다. 조직성과 항목 중 가장 높은 항목은 '비용절감노력'으로 분석되었고, '인사관리에 있어서의 공정성', '직책에 상관없이 공정한 대우'에 있어서는 낮은 성과를 보였다. 감성리더십 수행수준과 조직구성원 관련변수인 직무만족, 조직몰입, 조직성과, 이직의사간의 관련성을 파악하기 위하여 상관분석을 실시한 결과, 감성리더십 수준과 직무만족, 조직몰입, 조직성과 수준과는 정(+)의 상관관계를, 이직의사와는 부(-)의 상관관계를 보여 리더의 감성리더십 수준이 종사자들의 직무태도와 직무수행에 유의적인 영향을 기치는 것으로 분석되었다. 감성리더십의 수행수준은 본사 근무자들의 직무만족과 조직몰입, 조직성과는 높여주는 동시에 이직의사는 낮춰주는 것이 조직이 효율적으로 운영되는데 일조하고 있는 것으로 사료되었으며, 감성리 더십 효과성 연구모형을 분석해 본 결과 감성리더십의 수행수준은 종사자의 '직무만족도'와 '조직몰입'에 영향을 미쳐 결국 '조직성과'에 유의 적으로 작용하는 것으로 나타났다. 이상을 종합하여 볼 때, 감성리더십은 아직은 조금 생소한 개념으로 받아들여지고 있으나, 최근 대기업을 중심으로 조직의 경영전반에 적용하려는 노력이 활발하게 이루어지고 있다. 리더를 감정관리자(emotional manager)로서 조직의 감성을 이해하고 배려함과 동시에 구성원들의 태도와 조직의 성과에까지 영향을 미치는 것으로 규명하였다. 감성리더십은 리더가 스스로 자신의 능력과 감정을 제어하고, 조직내에서 동조화를 통해 스스로의 영향력을 이해하고 인간관계 관리 능력을 발휘하여 조직을 긍정적으로 이끌어 내는 능력이다. 이는 현대 조직사회가 과거의 소수 최고위층 관리자에 의한 의사결정으로 이루어지는 조직에서 모든 계층 특히 중간관리자의 리더역할을 통해서 차별적인 역량의 영역을 창조하고 영향력을 발휘토록 하는 조직으로 변화하는 시점에서 그 중요성이 특히 강조된다. 특히 인적의존도가 높은 위탁급식업계에서 효율적인 리더십의 양성과 효과성 발휘를 위해, 감성능력에 초점을 두고 있는 감성리더십에 관심을 가지고 교육프로그램에 접목 경영활동에 적용하는 것이 필요할 것으로 사료된다. 그러나 본 연구가 위탁급식업계의 대기업만을 대상으로 하고 있어 중소 위탁급식업체에까지 일반화과정에는 한계를 가지고 있다. 따라서 앞으로의 후속연구에서는 중소위탁급식업체와 급식을 실질적으로 담당하고 있는 지점에까지 확대하여 적용해 보는 실증연구가 필요할 것으로 사료된다.

• 대한간호학회지
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• 제24권4호
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• pp.584-596
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• 1994

The objective of the study is to explore the relationships between the variables of nursing productivity on the framework of system del in the tertiary university based care hospital in Korea. Productivity is basically defined as the relation-ship between inputs and outputs. Under the proposition that the nursing unit is a system that produces nursing care output using personal and material resources through the nursing intervention and nursing care management. And this major conception of nursing productivity system comproises input, process and output and feed-back. These categorized variables are essential parts to produce desirable and meaningful out-put. While nursing personnel from head nurse to staff nurses cooperate with each other, the head nurse directs her subordinates to achieve the goal of nursing care unit. In this procedure, the head nurse uses the leadership of authority and benevolence. Meantime nursing productivity will be greatly influenced by environment and surrounding organizational structures, and by also the operational objectives, the policy and standards of procedures. For the study of nursing productivity one sample hospital with 15 general nursing care units was selected. Research data were collected for 3 weeks from May 31 to June 20 in 1993. Input variables were measured in terms of both the served and the server. And patient classification scores were measured drily by degree of nursing care needs that indicated patent case-mix. And also nurses' educational period for profession and clinical experience and the score of nurses' personality were measured as producer input variables by the questionnaires. The process varialbes act necessarily on leading input resources and result in desirable nursing outputs. Thus the head nurse's leadership perceived by her followers is defined as process variable. The output variables were defined as length of stay, average nursing care hours per patient a day the score of quality of nursing care, the score of patient satisfaction, the score of nurse's job satis-faction. The nursing unit was the basis of analysis, and various statistical analyses were used : Reliability analysis(Cronbach's alpha) for 5 measurement tools and Pearson-correlation analysis, multiple regression analysis, and canonical correlation analysis for the test of the relationship among the variables. The results were as follows : 1. Significant positive relationship between the score of patient classification and length of stay was found(r=.6095, p.008). 2. Regression coefficient between the score of patient classification and length of stay was significant (β=.6245, p=.0128), and variance explained was 39%. 3. Significant positive relationship between nurses’ educational period and length of stay was found(r=-.4546, p=.044). 5. Regression coefficient between nurses' educational period and the score of quality of nursing care was significant (β=.5600, p=.029), and variance explained was 31.4%. 6. Significant positive relationship between the score of head nurse's leadership of authoritic characteristics and the length of stay was found (r=.5869, p=.011). 7. Significant negative relationship between the score of head nurse's leadership of benevolent characteristics and average nursing care hours was found(r=-.4578, p=.043). 8. Regression coefficient between the score of head nurse's leadership of benevolent characteristics and average nursing care hours was significant(β=-.6912, p=.0043), variance explained was 47.8%. 9. Significant positive relationship between the score of the head nurse's leadership of benevolent characteristics and the score of nurses' job satis-faction was found(r=.4499, p=050). 10. A significant canonical correlation was found between the group of the independent variables consisted of the score of the nurses' personality, the score of the head nurse's leadership of authoritic characteristics and the group of the dependent variables consisted of the length of stay, average nursing care hours(Rc²=.4771, p=.041). Through these results, the assumed relationships between input variables, process variable, output variables were partly supported. In addition it is also considered necessary that-further study on the relationships between nurses' personality and nurses' educational period, between nurses' clinical experience including skill level and output variables in many research samples should be made.

• 대한간호학회지
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• 제20권3호
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• pp.414-429
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• 1990

Numerous research reports have substantiated the role of stressful life events in relation to the onset of health changes. The relationship tends to hold across different age groups. Theoretically, adolescence has been considered a developmental crisis period of great stress, impoverished coping skills and high vulnerability to biological, social and psychological demands. The research problem addressed by this study was to examine the relationships between stressful life events and health symptom patterns, and the effect of two variables, coping and social, support, theoretically considered to mediate the relationship between stress and health symptoms in adolescents. The following five hypotheses were tested in this research : 1. Health symptoms are positively related to stressful life events in adolescents, 2. Health symptoms are negatively related to coping in adolescents, 3. Health symptoms are negatively related to social support in adolescents, 4. When coping is controlled, the relationship between health symptoms and stressful life events will decrease, and 5. When social support is controlled, the relationship between health symptoms and stressful life events will increase. The study subjects consisted of 1090 high school students of the metropolitan city of Seoul. The following sampling procedure was used : 1. Of the 169 high schools in nine school administrative districts in the city, a proportional sample of ten schools was selected. 2. One class from each of the freshman and sophomore was randomly selected and all the students who were in the sampled class were used as the study sample. The study was limited to freshman and sophomore adolescents, aged 15 to 18(mean＝16.6). Of the 1090 subjects 688(63%) were boys and 402(37%) were girls. An Adolescent Inventory of Stressful Life Events, a Health Symptom Questionnaire and an Adolescent Coping Inventory were adapted for this study. The Norbeck Social Support questionnaire was utilized to collect the data on perceived social support. Five high school teachers in the areas of school health and counselling reviewed the items of each questionnaire for content validity. A pilot study was undertaken to ascertain reliability. Fifty three high school students responded to the questionnaires and gave their opinions on the items. For stressful life events, health symptoms, coping, and social support, the Cronbach's alpha's on the study were .70, .94, .77, and .76, respectively. Research assistants attended all the sampled classes with the school proctor to explain the purpose and procedures of the study to the students. The questionnaires along with a ballpoint pen were distributed to the students who were asked to complete each item. The research assistants left the ballpoint pen with the students as a gift for their cooperation. An average of 50 minutes was required to complete the questionnaires. Using an SPSS, the first, three hypotheses were tested using Gamma, a measure of association for ordinal variables. Partial gamma was used to test the fourth and fifth hypotheses. Patterns of elaboration described by Babbie were selected to interpret the relationship of the three variable analyses. The significance of gamma was determined by Chisquare at a .05 level of significance. There was a positive relationship between health symptoms and stressful life events(Gamma＝.35, p＝.000). Thus the first hypothesis was supported. Unexpectedly, coping was positively related with health symptoms(Gamma＝.13, p＝.000). That is, the higher the coping levels, the greater number of health problems. The third hypothesis, the higher the level of social support, the fewer the health symptoms, was not accepted in this adolescent study group. When coping was controlled, under the condition of low coping the association between health symptoms and stressful life events increased significantly to a partial gamma of .39, and under the condition of high coping it was .30. According to the elaboration model, when one partial relationship is the same or greater than the original and the other is smaller, the control variable should be considered to be specifying the conditions. When social support was controlled the relationship between stressful life events and health symptoms increased under the condition of low social support, but with high social support, the relationship decreased. Both partial gamma were statistically significant at .05 level(.43 and .26 relatively). It can be interpreted that stressful life events are strongly and positively related to health symptoms under the condition of low social support, however this relationship can not be expected with high social support. Thus, the last two hypotheses were conditionally sustained. In this study, the relationships between stressful life events and health symptoms, and the specified me diating roles of coping and social support were found to have statistical interaction. This finding supports the theoretical position of this study. It suggests that stressful life events would create high susceptability to biological social and psychological health symptoms and coping and social support buffering the relationship between stressful life events and health symptom. The findings of this study have implications for nursing practice. When adolescents are confronted with non-developmental life events that are perceived as stressful, nurses should recognize the evidence of the stress-buffering effect of coping and social support on health symptoms and utilize the diverse sources of social support that are readily available to adolescents.

• 지역사회간호학회지
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• 제4권2호
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• pp.100-108
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• 1993

The purpose of this study was to identify the workers the Knowledge, Attitude, and Practice of industrial health care services. The study was conducted from Dec 10, 1992 to Jan 20, 1993. The data was collected from 849 workers in 56 companies in Busan City. The data was analyzed by using the mean, S.D>, T-test, ANOVA. The tool for measuring the degree of Knowledge, Attitude and Practice of industrial health care of workers was developed by community health nursing academy and the reliability an of the tool was 0.82810. The results were as follows : 1. The general characteristics of workers : Distribution of workers consisted of laborer(55.0%), office workers(45.0%), in an age range from 25-39(55.0%), male employees were(69.7%), married employees were(62.4%), the educational level with the highest percentage was high school graduates(54.2%). The present work force had a career for 7 years or more with an income of 300-700 thousand won monthly(43.2). 2. The degree of Knowledge Attitude and Practice about industrial health care services of workers : The total score of the Knowledge, Attitude, and Practice was 49.09 points out of a possible 80(mean Score=2.46) 1) The total score of the Knowledge was 15.73 points out of 24. (Mean score=2.62) The following are the Knowledge scores: The necessity examination of occupational disease was(3.34) The knowledge of occupational disease was (3.12) The knowledge of health education was(1.29) 2) b. The total score of the Attitude was 26.01 point out of 44(mean score=2.36) The following are the Attitude scores: The necessity of health education for health examination was (3.14). The importance of health examination was(3.08) The necessity of measurement for working environment was(2.99). The satisfaction of the content in the periodic health examination was low(1.81). 3) The total score of the Practice was 7.35 points out of 12(mean score=2.45) The following are the orders of Practice scores: The participation in health examination was higher than in health education(1.33). 3. The general characteristics and the degree of knowledge, Attitude, and Practice of workers of industrial health care. 1) The level of worker's knowledge was significantly related by working part(t=2.54 P=0.000), marital status(F=4.35 P=0.029), educational level(F=3.91 and P=0.020), monthly income(F=2.98 P=0.029) 2) There were no significant difference between the general characteristics and the attitude of workers. 3) The practice was significantly related with working part(T=2.52 P=0.012), sex(T=2.28 P=0.23), marital status(F=4.25 P=0.012), monthly income (F=2.76 P=0.034) 4) The total score had a significant difference with working part(T=2.39 P=0.017), sex (T=3.84 P=0.000), marital status (F=3.18 P=0.032). Educational level (F=3.20 P=0.033), and monthly income(F=3.05 P=0.022).

• Asia pacific journal of information systems
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• 제19권1호
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• pp.1-31
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• 2009

This paper empirically examines factors that potentially influence the success of a Web-based semantic search engine. A research model has been proposed that shows the impact of quality-related factors upon the effectiveness of a semantic search engine, based on DeLone and McLean's(2003) information systems success model. An empirical study has been conducted to test hypotheses formulated around the research model, and statistical methods were applied to analyze gathered data and draw conclusions. Implications for academics and practitioners are offered based on the findings of the study. The proposed model includes three quality dimensions of a Web-based semantic search engine-namely, information quality, system quality and service quality. These three dimensions each have measures designed to collectively assess the respective dimension. The model is intended to examine the relationship between measures of these quality dimensions and measures of two dependent constructs, including individuals' net benefit and user satisfaction. Individuals' net benefit was measured by the extent to which the user's information needs were adequately met, whereas user satisfaction was measured by a combination of the perceived satisfaction with search results and the perceived satisfaction with the overall system. A total of 23 hypotheses have been formulated around the model, and a questionnaire survey has been conducted using a functional semantic search website created by KT and Hakia, so as to collect data to validate the model. Copies of a questionnaire form were handed out in person to 160 research associates and employees working in the area of designing and developing semantic search engines. Those who received the form, 148 respondents returned valid responses. The survey form asked respondents to use the given website to answer questions concerning the system. The results of the empirical study have indicated that, of the three quality dimensions, information quality was found to have the strongest association with the effectiveness of a Web-based semantic search engine. This finding is consistent with the observation in the literature that the aspects of the information quality should serve as a basis for evaluating the search outcomes from a semantic search engine. Measures under the information quality dimension that have a positive effect on informational gratification and user satisfaction were found to be recall and currency. Under the system quality dimension, response time and interactivity, were positively related to informational gratification. On the other hand, only one measure under the service quality dimension, reliability was found to have a positive relationship with user satisfaction. The results were based on the seven hypotheses that have been accepted. One may wonder why 15 out of the 23 hypotheses have been rejected and question the theoretical soundness of the model. However, the correlations between independent variables and dependent variables came out to be fairly high. This suggests that the structural equation model yielded results inconsistent with those of coefficient analysis, because the structural equation model intends to examine the relationship among independent variables as well as the relationship between independent variables and dependent variables. The findings offer some useful implications for owners of a semantic search engine, as far as the design and maintenance of the website is concerned. First, the system should be designed to respond to the user's query as fast as possible. Also it should be designed to support the search process by recommending, revising, and choosing a search query, so as to maximize users' interactions with the system. Second, the system should present search results with maximum recall and currency to effectively meet the users' expectations. Third, it should be capable of providing online services in a reliable and trustworthy manner. Finally, effective increase in user satisfaction requires the improvement of quality factors associated with a semantic search engine, which would in turn help increase the informational gratification for users. The proposed model can serve as a useful framework for measuring the success of a Web-based semantic search engine. Applying the search engine success framework to the measurement of search engine effectiveness has the potential to provide an outline of what areas of a semantic search engine needs improvement, in order to better meet information needs of users. Further research will be needed to make this idea a reality.

• 마이크로전자및패키징학회지
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• 제25권3호
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• pp.13-19
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• 2018

본 연구에서는 태양광 접속함 모듈 적용을 위한 유연 솔더(Sn-Pb) 및 무연 솔더(Sn-3.0Ag-0.5Cu 및 Sn-1.0Ag-0.7Cu-1.6Bi-0.2In)의 특성을 비교 평가하였다. 접속함 내에는 전압 및 전류 검출용 모듈, 고내압용 다이오드가 실장된 정류모듈 등 다양한 모듈이 내장되어있다. 본 연구에서는 솔더링특성, 인쇄성, 솔더형상 검사, X-ray를 이용한 솔더 내 void 검사 및 접합강도를 측정하였고, 무연 솔더 합금의 공정최적화는 step 1과 step 2로 구분하여 검토를 실시하였다. Step 1은 유연 솔더와 무연 솔더 페이스트 인쇄 검사 시험을 1차와 2차로 나누어 실험을 진행하였고 printability는 void 함량 및 접합강도의 상관관계로 검토하였다. 전체적으로 유연 솔더의 특성은 무연 솔더에 비하여 상대적으로 우수하였다. Step 2는 리플로우 공정의 최고점 온도 변화에 따른 접합부 특성 변화를 관찰하였다. 리플로우 최고 온도가 증가할수록 접합부 내의 void 함량이 2~4% 정도 감소하였고, 접합강도는 약 0.5 kgf 범위내에서 큰 차이 없이 나타났다. 기판 표면처리종류에 있어서는 ENIG 표면처리가 OSP 및 Pb-free 솔더 표면처리보다 우수한 접합강도를 나타내었다. 1종류의 무연솔더와 OSP 표면처리로 접합된 태양광 접속함 모듈의 500 싸이클 열충격 신뢰성시험 전후에 전기적 특성변화는 0.3% 내의 범위에서 안정적으로 작동함을 확인하였다.

• 기본간호학회지
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• 제6권3호
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• pp.414-433
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• 1999

The purpose of this study is to identify the needs which are perceived by one of the familiy members who have head injury parients by traffic accidents in the intensive care units. Subjects were 70 families members of head injury patients admitted to 2 general hospitals NICU located Pusan city, 1 general hospital NICU located Ulsan city from December 1. 1998 to February 28. 1999. For this study, 70 family members were interviewed with aid of a Likert scale which was developed by researcher for this study. For development of the survey instrument, literature review and open questionnaire technique with family members and the nurses working in NICU. The 50needs-items were classified into 7 groups according to the homogeneity of the items with the support of literature review. For the content validity, the instrument was reviewed by 1 nursing professor and the internal reliability of this instrument was Cronbach alpha=0.94 which is highly accepted. Data was analyzed by a SPSS computer program. Data analysis included frequency. percentage, mean, standard variance and t-test or ANOVA. The results were as followings : 1. The general characteristics of head injury patients shows that the male was 74.3%, the female was 25.7% and age distribution shows that the fifty-fifty nine years was 30%, the highest. Of religion the buddhism was the most, The diagnosis distribution shows that epidural hematoma was 32.9% and subdural hematoma was 24.3%. The mentalility distribution shows that semicoma was 31.4% and stupor was 31.4%. Hemiplegia was 42.9% 2. The general charaterisrics of the family needs of head injury patients shows that thirty-thirty nine years was 31.4%, the highest. sex distribution shows that the male was 20%, the female was 80%. Of religion the buddism was the most. 3. The family needs of head injury patients was $3.03{\pm}0.42$, needs for the information of a patient's condition was $3.65{\pm}0.48$, the highest. And needs for the information of care and treatment was $3.48{\pm}0.48$, needs to be supplied with comfortable facilities for family was $3.04{\pm}0.66$, needs to be participate in a patient's care was $2.90{\pm}0.55$, needs to be informed about the available resources was $2.83{\pm}0.59$, needs to be supported emotionally for family was $2.79{\pm}0.55$, needs for religious assistance was $2.51{\pm}0.85$. 4. Examining the family needs of head injury patients according to patient's characteristics, mentality, plegia degree and operation were shown be variables to make an effect on the needs for the head injury patients family. At all, according to severity of head. injury, the family needs of head injury patients was high. 5. Examining the family needs of head injury patients according to their general characteristics, we could know that religion, job. income were shown to be variables to make an effect on the family needs. Through the examination it can be seen that the characteristics of head injury patients and the family needs of head injury patients. In conclusion, the family needs of head injury patients was almost same the family needs of ICU patients. Therefore we must involve the family's care of head injury patients and we must provide exact and repeated explanation, education and support the family of head injury patients. As this study was resulted in selecting the families admitted to NICU of some general hospital, we couldn't stretch the result in our favor. Therefore, continuous studies are suggested.

• 한국지반공학회논문집
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• 제21권2호
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• pp.113-120
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• 2005

수평하중을 받는 현장타설말뚝을 합리적이고 경제적으로 설계하기 위해서 가장 중요한 것은 지구조 사이의 상호작용을 이해하는 것이다. 그러나 지난 수십년 동안 수평하중을 받는 깊은 기초의 거동에 대한 많은 연구가 있었음에도 불구하고, 문제의 성격상 삼차원적이며 비대칭성으로 인하여 더해지는 지반고유의 비선형성, 불균일성, 복잡성 때문에 극한수평지지력을 공식화하기란 매우 어렵다 본 연구에서는 특정한 현장조건, 기초의 기하학적 특성(D/B비),하중조건 등에 따른 많은 설계 방법들 중에서 가장 널리 알려진 네 가지의 방법(즉, Reese, Broms, Hansen, 그리고 Davidson)에 대해서 재검토하였다. 그리고 본 연구의 밀환으로 행한 모형실험으로 얻어진 하중-변위곡선을 쌍곡선으로 변환하여 해석된 방곡선수평지지력(H$_h$)과 위의 네 가지 방법들에 의하여 예측되는 극한수평지지력(H$_u$)을 비교하였다. Reese와 Hansen의 방법에 의해 구한 H$_u$ / H$_h$비는 각각 0.966와 1.015로서 실험결과와 매우 근사한 극한수평지지력을 제시하고 있다. 반면에 Davidson의 방법에 의해 구한 H$_u$는 에 비하여 $30\%$ 가량 큰 것으로 예측하고 있으나 네 가지 방법중에서 예측 수평지지력값에 대한 C.O.V.가 가장 작다. 네 가지 방법 중 가장 단순한 Broms의 방법은 H$_u$/ H$_h$: 0.896으로서 네 방법 중에서 극한 수평지지력을 가장 작게 평가하는 것으로 나타나지만 극한수평지지력값을 예측함에 있어서 가장 작은 S.D.를 보인다. 결론적으로, 네 가지의 방법 중 그 어 것도 극한수평지지력을 정확하게 예측한다는 면에서 다른 방법보다 더 우수하다고 할 수는 없다. 또한, 계산과정이 얼마나 정교하거나 복잡한 것과는 상관없이 극한수평지지력을 예측하는데 있어서 신뢰도는 또 다론 문제인 것 같다.

• 한국식품영양과학회지
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• 제42권4호
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• pp.633-643
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• 2013

본 연구는 전라남도지역 대학급식의 서비스 품질에 대한 인식 및 고객의 태도를 파악하고 대학급식의 운영전략을 제안하고자 수행하였다. 2011년 8월 30일에서 11월 30일 사이에 설문조사를 진행하였고, 총 600부의 설문지를 배포하여 총 580부가 회수되었으며, 부적절한 응답을 한 것을 제외하고 571부를 최종분석에 사용하였다. 대학급식 이용 실태조사 결과, 대학급식을 전혀 이용하지 않고 있는 비율이 21.9%로 조사되었고, 48.7%가 1주일에 1~2회 정도만 대학내에 급식을 이용하고 있는 것으로 나타났고, 1주일에 3~4회 이용은 20.4%로 나타나 대학급식의 이용횟수가 비교적 좋지 않은 것으로 나타났다. 서비스 품질에 대한 평균 수행도는 3.01점으로 중간 수준을 보였다. '편이성' 점수가 3.25점으로 '서비스 품질' 점수(2.93)와 '음식 품질' 점수(2.94)보다 높은 수행도 인식을 가지고 있는 것으로 조사되었다. 13개의 항목 중에서 '식당위치의 편리성(3.31)'이 가장 높은 수행점수로 나타났고, 그 다음으로 '신속한 배식(3.23)', '식사 가격(3.22)'으로 조사되었다. 반대로 '메뉴선택의 다양성(2.60)'은 가장 낮은 수행도로 조사되었다. 대학급식에서 우선적으로 개선해야할 품질속성을 제언하기 위하여 서비스품질 속성에 대한 인식도와 중요도를 기초로 IPA 수행한 결과, 대학급식에서 우선적으로 개선이 필요한 속성으로는 '음식의 맛', '메뉴선택의 다양성', '음식의 질(재료의 신선도)'로 분석되었다. 중요도 수행도 모두 높은 항목은 '위생 및 청결', '식사가격'으로 분석되었다. 이에 비해 중요도 수행도 모두 낮은 항목으로는 '편안하고 조용한 식사분위기', '쾌적한 환경', '고객 불만에 대한 신속한 처리'로 분석되었고, 중요도 대비 수행도가 높은 항목으로는 '식당위치의 편리성', '신속한 배식서비스', '음식의 양', '종업원의 서비스', '영양적으로 균형 있는 식사'로 조사되었다. 서비스 품질이 전반적인 만족도에 미치는 영향 분석결과, 대학급식의 전반적인 만족도에 영향을 미치는 회귀계수에는 '음식(p<0.001)'과 '편이성(p<0.05)'으로 분석되었고, 서비스 품질이 가치에 미치는 영향을 분석한 결과, 대학급식의 가치에 대한 인식에 영향을 미치는 독립변수는 '음식(p<0.001)'과 '서비스(p<0.05)'로 분석되어 가치에는 '음식'이 가장 큰 영향을 미치고 '서비스'가 그 다음 순으로 분석되었다. 서비스 품질이 재방문의도에 미치는 영향분석결과에서는 재방문의도에는 '음식'이 가장 큰 영향을 미치고 '서비스'가 그 다음 순으로 나타났다. 서비스 품질이 추천의도에 미치는 영향 분석결과에서는 '음식(p<0.001)'만 유의적인 정(+)의 영향을 미치는 것으로 분석되었다. 이상의 결과를 종합하여 볼 때 대학급식의 고객인 대학생들이 인식하는 대학급식은 대학 내에 편리한 장소에 위치하여 신속하게 양껏 먹을 수 있는 편이성과 종업원들에 대한 서비스는 상당히 만족하는 것으로 분석된 반면에 음식의 맛과 다양성, 그리고 음식의 질에 대해서는 상당히 불만족한 요인으로 분석되었다. 이에 대해 음식의 맛과 메뉴 선택의 다양성 개선을 위한 실질적인 운영전략을 세우고 노력해 나가야 할 것이다.

• 한국식품영양과학회지
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• 제35권4호
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• pp.456-463
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• 2006

본 연구는 최근 새로운 외식 산업 트랜드로 부각되고 있는 베이커리 카페의 특징적인 고객 선택속성을 규명하고 고객인지 중요도와 수행도의 비교 분석을 통해 베이커리카페 운영상의 중점 개선점과 차별화된 마케팅전략을 제안하기 위채 2005년 10월 12일부터 10월 20일까지 서울지역 만 20세 이상 소비자 320명을 대상으로 실시되었다. 설문지는 제품, 서비스, 시설, 입지, 브랜드 등과 관련한 선택속성별 중요도와 수행도를 평가하도록 구성되었고, 유효한 275부(이용율 85.9%)가 분석에 이용되었으며, 주된 결과는 다음과 같다. 베이커리카페의 특징적인 고객 선택속성을 도출하기 위해 문헌조사와 포커스그룹 인터뷰 및 파일럿테스트를 통해 개발한 설문지는 타당도와 신뢰도가 검증되어 도구호서 적합한 것으로 나타났다. 고객인지 베이커리카페 선택속성 중요도 수준은 위생 및 청결, 제품 품질, 편안하고 쾌적한 시설과설비, 베이커리 제품의 맛, 조용하고 편한 분위기, 서비스속도, 가시성 등에서 높게 나타나 베이커리카페 이용고객은 제품뿐 아니라 서비스와 분위기에 대한 중요도를 높게 여기고 있는 것으로 나타났고, 수행도에 있어서는 브랜드 차원만이 중요도에 비해 수행도가 높았고, 제품 차원, 서비스 가격차원, 내부환경 차원에 있어서는 중요도에 비해 수행도가 유의적으로 낮아 개선이 필요한 것으로 사료된다. 중요도 수행도 분석(IPA) 결과에서는 차원별로는 서비스 가격 차원의 경우 중요도는 높은 반면 수행도가 낮은 중점 개선 영 역에, 내부환경 차원, 제품 차원, 브랜드 차원은 중요도와 수행도가 모두 높은 유지관리 영역에, 이용의 편의성 차원과 입지 차원은 중요도, 수행도가 모두 낫은 향후 개선대상 영역에 포함되어 서비스 가격 차원의 개선이 가장 시급한 것으로 나타났고, 기타 차원의 경우 장기 적이고 지속적인 관리 개선책 마련이 필요한 것으로 사료된다. 세부속성별로는 "분위기가 조용하고 편안하다.", "불만이나 고충이 신속히 처리된다."라는 속성이 중점개선 영역에 포함되어 분위기와 고충처리 부분에 대한 개선을 위한 집중적인 노력이 필요한 것으로 분석되었고, "내부시설 및 기물이 쾌적하다.", "종업원이 친절하다." 항목은 유지관리 영역에 포함되기는 하였으나, 수행도 수준이 중요도에는 다소 못 미쳐 일부 개선이 필요한 것으로 사료된다. 전반적으로 기존의 일반 베이커리 연구들에서 나타난 선택속성 및 고객인지 중요도가 제품중심이었던 결과와는 달리 베이커리카페에 대해 고객이 인지하는 중요 선택속성은 제품, 서비스, 인테리어 등의 복합적인 요소가 포함되는 것으로 나타나 향후 베이커리카페 관련연구에서는 이러한 차이를 명확히 파악하고 연구를 전개해 나가야 할 것으로 사료된다. 또한 업체의 마케팅전략 수립에 있어서도 고씩의 욕구에 부응하기 위해 중요도와 수행도의 차이가 큰 선택속성 차원과 세부항목을 중점대상으로 하여 일반 베이커리와는 구분되는 방식으로 접근해야 할 것으로 판단된다. 이상의 결과를 종합해볼 때, 베이커리카페 이용고객은 특징적인 선택속성을 기준으로 베이커리카페를 선택하는 것으로 나타나 새로운 외식 산업 군인 베이커리카페의 조기정착과 발전을 위해서는 이러한 선택속성에 대한 이해를 바탕으로 활발한 연구가 진행되어야 할 것으로 사료된다. 또한 본 연구를 통해 도출된 선택속성 차원 중 많은 경우에 있어 고객이 인지하고 있는 중요도에 비해 수행도가 낮은 것으로 나타나 해당 차원의 개선을 위한 경영자들의 노력이 요구되어 진다.