• 간호행정학회지
• /
• 제8권1호
• /
• pp.151-167
• /
• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

• 한국도서관정보학회지
• /
• 제49권2호
• /
• pp.1-23
• /
• 2018

이 연구는 서울시 공공도서관을 위한 정책과제를 발굴 제시하는데 목적이 있다. 이를 위하여 거시적으로는 공공도서관 핵심지표를 이용하여 서울시와 글로벌 경쟁도시의 격차를 비교하고, 미시적으로는 공공도서관 인프라 및 서비스 지표를 중심으로 서울시 및 광역시도의 수준을 분석하였다. 이어 "2030 서울도시기본계획"과 "도서관 및 독서문화 활성화 종합계획"을 연계하여 공공도서관 정책을 평가하였다. 그 결과를 바탕으로 글로벌 지식문화 수도를 위한 브랜드화, 도서관 핵심역량 및 시스템의 선진화, 시민중심의 지식문화 생태계 조성, 시민의 서비스 만족도 및 기대편익 극대화를 서울시 공공도서관의 미래지향적 정책과제로 제시하였다.

• 한국철도학회:학술대회논문집
• /
• 한국철도학회 2008년도 추계학술대회 논문집
• /
• pp.698-705
• /
• 2008

Under the rapid change in environment of our society and culture, it is also called for a reform in railway management that has traditionally focused on transportation service. Thus developing a business model to use station buildings as a new source of profit has become a promising core business of railway companies. This study aims to find a way to maximize profits by strategically utilizing station buildings and thereby increasing accessibility to customers and consolidating facilities as a key service point. The subjects of this study include eight station buildings that can represent three types of railway stations including departure stations, junction stations, and metro stations. The researcher conducted an analysis on moving lines for examining user distribution and facility utilization within the selected buildings, a survey for collecting basic information on usage and measuring customer satisfaction of facility in the buildings, and a sight analysis to examine accessibility to the station buildings. On the basis of these analyses, the researcher examined the correlations between convenience, visibility, recognizability and functionality with regard to commerce, amenities, couches, direction boards, etc. within station waiting rooms. On the basis of the above analyses, the researcher provides a scheme to increase profitability in railway operation business and customer benefits of using station buildings by drawing up a plan to improve usage of station buildings and maximize profit-making potential for each category of station buildings.

• 한국콘텐츠학회논문지
• /
• 제10권7호
• /
• pp.377-385
• /
• 2010

본 연구는 서비스 실패의 환경에서 회복과정의 공정성 인지의 정도가 고객의 전환의도에 부정적인 영향을 미칠 것이며, 공정성과 전환의도간의 만족이 매개변수로서 영향을 미칠 것이라는 가정에서 출발되었다. 실증연구 결과 회복의 과정에서 인지되는 공정성은 회복 후 고객만족에 긍정적인 영향을 미치며 서비스 기업에서 이탈하고자 하는 전환의도에 부정적인 영향을 미치는 것으로 파악되었다. 그러나 공정성과 전환 의도의 인과관계에서 회복 후 만족이 매개변수 역할은 하지 않는 것으로 나타났다.

• 한국융합학회논문지
• /
• 제11권7호
• /
• pp.113-123
• /
• 2020

본 연구의 목적은 도시관광시설 이용자의 이성.감성 요인이 만족과 구전 및 재방문에 미치는 영향을 정량적으로 실증하고자 하였다. 따라서 연구자는 이용자가 인식하는 도시관광시설의 이성.감성적 인식, 만족도, 구전, 그리고 외생 변인들(심미성, 경제적 효용, 접근성, 정서적 애착 등)간의 경로와 관계를 검정하기 위하여, 구조방식 모델링 방법론을 통해 확인했다. 연구 결과, 도시관광시설 이용자들은 도시관광시설의 감성적 요인인 친절도, 심미성, 상징성, 애착 그리고 이성적 요인인 경제적 효용과 접근성에 기반한 용이성, 유용성, 즐거움 등이 고객만족에 영향을 주고 또 고객만족은 구전효과 및 지속사용의도에 긍정적인 영향을 주는 것으로 나타났다. 따라서 도시관광시설의 이성, 감성적 가치들이 마케팅 도구의 일환으로 사용될 경우, 만족도와 구전, 재방문 관점에서 효율성을 극대화 할 수 있다고 보았다. 연구자는 본 연구가 도시가 가진 다양한 관광시설의 개선과 활용을 통해 관광산업 및 도시 전체 경제 활성화에 기여 할 수 있을 것으로 보았다.

• 한국방사선학회논문지
• /
• 제10권2호
• /
• pp.89-99
• /
• 2016

방사선사의 이직의도에 영향을 미치는 요인을 분석하기 위하여 부산시내 병원 급 의료기관에 근무하는 방사선사 200명을 대상으로 구조화된 설문지를 통해 자료를 수집하였다. 이에 대한 결과를 요약하면 다음과 같다. 이상의 연구결과에서 직무만족이 높을수록, 업무스트레스가 적을수록, 조직몰입이 높을수록 이직의사가 적다는 것을 알 수 있었고, 방사선사 이직을 감소시키기 위해 내적동기부여 및 방사선사의 인력관리에 중요함을 인식하고 과중한 업무량과 방사선사인력부족, 불합리한 인사관리 제도를 개선하고 적절한 보수지급과 다양한 승진의 기회를 제공 및 직무에 만족감을 증대시키는 노력 하지 않으면 방사선사 이직 율이 낮아지지 않을 것으로 사료되며, 이러한 요구는 병원당국의 제도적 뒷받침이 수반되어야 한다.

• 복식
• /
• 제55권2호
• /
• pp.105-115
• /
• 2005

The purposes of this study were to identify the service quality, quality of relationship, and relationship continuity intention of rental clothing store. Questionnaires developed by researcher were collected from 212 consumers who experienced rental clothing. Data was analysed by use of factor analysis, path analysis, and covariance structure analysis. The results were; 1. Factors of service quality of clothing rental store were tangibility & promotion, shop assistant & store atmosphere, customer empathy, customer reliability strategy, customer management, and customer convenience. And factors of relationship quality were satisfaction, trust, emotional involvement, and calculational involvement, and factors of relationship continuity intention were longitudinal relationship propensity & word-of-mouth and rerental intention. 2. Service quality of rental store affected significantly on relationship quality, and relationship quality affected significantly on relationship continuity intention. And service qualify of rental store affected significantly on relationship continuity intention through relationship qualify.

• 한국도서관정보학회지
• /
• 제46권4호
• /
• pp.641-654
• /
• 2015

이 논문은 인도의 대학도서관에서 전자자료에 대한 이용자의 지각을 연구하였다. SRM 대학교 도서관을 사례로 하여 전자자료에 대한 이용자의 지각과 이용자 만족도를 조사하였다. 1,724명의 직원과 연구자들에게 설문을 배포하여 수거된 1,205건의 설문지를 분석하여 연구를 수행하였으며 조사결과를 토대로 전자자료이용과 관련한 장애물과 이용을 개선하기 위한 방안을 모색하였다.

• 가정과삶의질연구
• /
• 제16권4호
• /
• pp.197-220
• /
• 1998

This study is conducted to examine the ways to reduce the garbage amount by effective recycling food wastes in the cooking. The data is collected from 864 housewives who live in Seoul/Sungnam/Choongju by using questionnaires from 24 November 1997 to 5 January 1998. The results are as follows; The level of their needs of reusing food wastes in the cooking is high but the level of their participation and its satisfaction to reuse housewives is low. Especially they take part in reusing the garbage in pre-treatment less than edibile plate wastes. These factors result from lacking of their consciousness and knowledge of methods to reuse food wastes. Therefore it is said that consumer should make an effort themselves to participate in reusing food waste researcher should search the way to efficiently reuse the food waste and government should found the policy to provide information and education program for reusing food waste. The more seriously they perceive food waste reuse the mo e they want the way to accelerate food waste reuse by consumer researcher and government.

• 동서간호학연구지
• /
• 제13권1호
• /
• pp.22-30
• /
• 2007

Purpose: This study was to analyze the differences of job satisfaction, organizational commitment, nursing organization culture and intention of separation between national/public and private hospital nurses and thereby, provide for some basic data useful to effective management of nursing human resources and improve the organizational performances. Method: The researcher sampled 464 clinical nurses working for 4 national/public hospitals and the same number of private hospitals in Seoul and Gyeonggi Province. The data collected from the questionnaire survey were statistically processed using the SPSS PC 12.0 program for $X^2$-test, T-test and ANCOVA. Result: 1) There was found no significant difference of job satisfaction scores between national/public hospitals and private hospitals. 2) National/public hospital nurses scored significantly higher than private hospital nurses on the organizational commitment scale. 3) There was no significant difference of nursing organization culture scores between national/public hospitals and private hospitals. 4) In the area of job experience, national/public hospital nurses scored lower than private hospital nurses, but such a difference was not significant. Conclusion: Difference between two groups was significant only in the area of organizational commitment. In terms of sub-areas, the difference between two groups was significant in professionalism conducive to job satisfaction.