• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.47-58
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• 2005

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.23-28
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• 2006

In spite of abundant researches on service quality, researches on airline service quality have not been sufficiently conducted. This study attempts to delineate inclusive service quality factors by using SERVQUAL variables, airline core service variables, and web service variables together. Furthermore, the reuse intention of international airlines was regressed with these seven service quality factors. All service quality factors had positive impacts on dependent variable. Among the factors, the web service factor has most positive effect on reuse intention.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.236-242
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• 2006

세계적으로 각 분야에서 SERVQUAL 모형과 SERVPERF 모형 등을 이용한 서비스품질에 대한 측정과 관련된 연구들이 많이 수행되어 오고 있지만 서비스품질을 계량화시키기 위한 연구는 활성화되고 있지 못하는 상황이다. 따라서, 본 연구의 목적은 불확실하고 주관적인 환경에서 서비스품질을 객관성있게 측정하고 계량화시키기 위해서 L.A. Zadeh가 제안한 퍼지이론의 Triangular Fuzzy Number(TFN) 와 T.L. Saaty가 제안한 Analytic Hierarchy Process (AHP)를 이용하여 서비스품질을 측정하기 위한 방법을 제안하는 것이고, 본 연구를 통해서 조직의 제한적 자원으로 고객만족 극대화를 실현하기 위한 경쟁우위적 전략의 일환으로써 서비스품질을 제고시키는데 효율적이며 효과적인 의사결정안이 도출될 것으로 사료된다.

• Journal of the Korean Society of Costume
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• v.56 no.5 s.104
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• pp.163-175
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• 2006

Department store service is undergoing a rapidly changing social phenomena that is, the qualitative evaluation is getting more attention than the quantitative evaluation. Therefore, in this study, a standard has been prepared according to a service quality evaluation and the result has been analyzed to prepare major points for quality improvement. The differences in perception between department store consumers and department store employees were verified based on these factor categories. Also an attempt was made to reveal the relationship between satisfaction and service quality. When considering all the results of this study, the department store consumers and the department store employees perceived service quality differently from each other. The result is that the characteristics of the users and the suppliers reflect exactly as they are because of the characteristic of the distribution environment.

• Proceedings of the Korean Society for Information Management Conference
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• 2004.08a
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• pp.159-162
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• 2004

LibQUAL+$^(TM)$은 도서관의 서비스 품질을 평가하기 위한 이용자 중심의 서비스 품질 평가 모델이다. SERVQUAL에서 출발한 이 모델은 도서관에 적합한 차원들을 확장 및 개선한 모델로 서비스 영향력(Service Affect), 장소(Library as Place), 정보제어(Information Control)의 3개 차원 22개 항목으로 구성되어 있다. 이는 전통적으로 도서관 경영활동의 3요소로 인정되고 있는 사람, 장서(정보), 건물과 유사함을 알 수 있다. 이 모델은 이용자 중심의 서비스 품질 평가, 전략적 계획 수립의 토대, 동등 기관과의 비교, 모체기관과의 정치적 관계 정립 그리고 이용자, 도서관 및 사서 사이의 관계 정립 등의 측면에서 의의가 있다.

• Knowledge Management Research
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• v.11 no.1
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• pp.1-17
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• 2010

As information technology had shown tremendous development in late 20th century, various service opportunities appeared in many industries. Also, new types of service are becoming available such as, reservation, teleconsultation, telemedicine. In health care industry, in which, many hospitals are faced operational difficulties and competing impetuously, a web site has become a effective tool to attract patients and transfer tremendous health information to the patients. This study is based on many previous researches on online service quality, try to figure out e-service quality factors of health information sites, and the factors' effect on users' satisfaction on the web site via providing knowledge and trust on the web site. As a result, usability, site aesthetic, responsiveness and security are the 4 factors to measure e-service quality of health information web site. All factors except site aesthetic have significant effects on providing knowledge, security only effects on trust on the web site.

• Proceedings of the Korea Port Economic Association Conference
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• 2007.07a
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• pp.373-389
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• 2007

본 논문은 인천항과 청도항, 천진항, 대련항을 대상으로 항만별 서비스품질 구성요인들 각각이 고객만족에 미치는 영향정도가 어떻게 다른지와 항만별 서비스품질 차원 및 만족도에 대한 고객의 지각 수준을 비교하였다. 연구결과 항만서비스의 품질차원은 '내적품질', '외적환경품질', '상호작용품질'로 구분됨을 확인하였고, 이들 항만서비스 품질 3차원은 대련항의 '외적환경품질'을 제외하곤 모두 고객만족에 유의한 영향을 미치는 것으로 나타났다. 또한 항만간 서비스품질 차원에 대한 고객의 지각 수준을 그룹비교를 통해 살펴 본 결과 인천항은 '내적품질'에서 청도항, 천진항, 대련항에 비해 낮게 평가되었으며, '외적환경품질'의 경우도 청도항, 천진항에 비해 낮았지만, '상호작용품질'은 천진항과 대련항에 비해 높게 평가되었다. 그러나 항만에 대한 고객의 만족은 인천항이 청도항, 천진항, 대련항에 비해 부족한 것으로 나타났다.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.9 no.1
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• pp.466-482
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• 2015

IT is the key enabler of digital economy. Appropriate usage of IT can provide a strategic competitive advantage to a firm in a dynamic competitive environment. However, there has been a continuing debate on whether IT can actually enhance the productivity of firms. This concept is called IT productivity paradox. In this study, we analyzed the causality among appropriate indicators to demonstrate the real impact of IT on productivity. The 12,100 sample data from 2011 were used for analysis. As expected, the results indicated that mobile device usage, website adoption, e-commerce, open source, cloud computing, and green computing positively influence IT productivity. This unprecedented large-scale analysis can provide clarification regarding the ambiguous causal mechanism between IT usage and productivity.

• Korean Management Science Review
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• v.18 no.2
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• pp.11-24
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• 2001

To cope with the rapid emergence of competition, communication service providers are assigning marketers for the purpose of relationship marketing. However, the efficiency of relationship marketing has yet to be examined. This paper investigates the service quality determinants In relationship marketing through the telecommunication service marketers. By considering the specificity of the marketer´s role, the quality dimensions in SERVQUAL research have been modified. A survey has been conducted for the hypothesized seven quality dimensions. The results of the factor analysis show that the service quality determinants of relationship marketing are in fact four dimensions : empathy, reliability, image and tangibles. Here, the empathy dimension entails cost factor, and the reliability dimension includes responsiveness and assurance. The results also support the proposition, reported in SIRVPIRF research, that the quality of service should be measured only by the perceived achievement of the customer. This study provides useful insights into developing the strategy for effective relationship marketing.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.365-370
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• 2004

최근 모바일에 대한 관심이 늘어나고 있으며, 그 중에서도 핸드폰을 통한 거래는 소액거래 임에도 불구하고 규모가 접점 커지고 있는 실정이다. 그러나 현재 모바일 커머스에 대한 연구는 미비한 실정이다. 특히 모바일 소액결제 시스템에 대한 연구는 거의 없는 실정이다. 따라서 본 연구에서는 모바일 결제시스템 중에서 소액결제를 중심으로 서비스 품질모형을 평가하고자 한다. 이를 위해 본 연구에서는 기존의 서비스품질을 측정하는 지표인 SERVQUAL을 이용하여 이를 평가하고자 한다.