• 한국간호교육학회지
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• 제17권3호
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• pp.365-375
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• 2011

Purpose: This study aimedto develop a structural equation model on the relationship among ego-resilience, and teaching effectiveness on clinical education, stress coping style, perceived family support, and satisfaction of clinical practice in nursing students in order to increase the satisfaction of clinical practice. Methods: The subjects were 399 undergraduate nursing students enrolled in 7 universities and participating in 10 clinical practice setting areas in 5 cities in South Korea. The research was conducted from December 5th, 2009 to February 20th, 2010. The structural equation model was used to perform the analysis with the statistics program of SPSS win 17.0 and AMOS 5.0. Results: Teaching effectiveness and family support showed a direct effect on satisfaction of clinical practice, while ego-resilience and stress coping styles showed an indirect effect. The biggest total effect on satisfaction of clinical practice was teaching effectiveness followed by family support, ego-resilience, and stress coping styles respectively, which accounted for 50.9%. Conclusion: Based on outcomes of this study, the proposed model allows better understanding of the satisfaction of clinical practice. This result implies that strategies or intervention programs enhancing extrinsic protection factors, motivation factors, and intrinsic protection factors should be considered. In addition, a structural support system for increasing the satisfaction level of clinical practice in nursing students should also be considered.

• 가족자원경영과 정책
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• 제14권3호
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• pp.69-85
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• 2010

The purpose of this study is to investigate the home-health-care workers licensing education course in Seoul, Korea. Based on the previous research, a conceptual model was suggested explaining the dynamics of perceived educational service quality (SERVQUAL), educational satisfaction and the occupational readiness. The data set for this study drawn from the 297 self-administered surveys were analyzed with the suggested conceptual model by utilizing AMOS program. The measurement models and conceptual model fit well with the collected data set. As results of this study, 5 domains of SERVQUAL were produced including accountability, trustiness, responsiveness, sympathy, and assurance. The results of structural modeling with latent variables confirmed that SERVQUAL were influenced perceived educational satisfaction as well as occupational readiness. Among the SERVQUAL domains, accountability, trustiness, responsiveness, and assurance had significant impacts on the educational satisfaction while accountability, trustiness and responsiveness had significant direct effects on the occupational readiness. The trustiness had significant indirect effects on the occupational readiness via the educational satisfaction. Hence, the educational satisfaction had the significant impacts on the occupational readiness. Based on the findings of this study, we suggest to intense the educational program or curricular focusing on the SERVQUAL elements. Those changes will enhance self-confidence among the prospective home-health-care workers as well as public trustiness on the national long-term care program.

• 복식
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• 제64권3호
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.

• 한국병원경영학회지
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• 제19권2호
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• pp.73-88
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• 2014

Objective: This research investigates how to increase the quality of medical service and supply high quality of medical service to patients. By using Kano Model theory we examines what medical service attributes the hospital would be conducted preferentially for patient's satisfaction and provides informations of management strategies for hospitals. Method: To study patients' perception of medical service quality, first we performed pilot test to derive 30 medical service attributes. With 30 medical service attributes, we conducted survey of 300 subjects who have experienced medical services in 6 months. To examine patients' conception of medical services, a modified Kano's questionnaire using 5 scale is applied. Finally we calculated SI(Satisfaction index) and DI(Dissatisfaction index) and PCSI(Potential Customer Satisfaction Improvement) index with Kano's Model analysis results. Key Findings: We found that the quality of medical service categorized in 15 one-dimensional elements, 9 must-be elements and 6 indifferent elements. Moreover the attribute of gives prompt services and have patient's best interest at heart scored the highest SI, whereas the attributes of accurate and precise medical service, exact records, enough explanation and polite attitudes are the highest score of DI. And also good explanation of the bill scored the highest PCSI. In this study findings indicate that while medical service providers try to increase patients' satisfaction by improving hospital's environments, patients' perception of trust and good interpersonal relationships with medical service providers have strong and positive impact on patients' satisfaction.

• 국제지역연구
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• 제16권3호
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• pp.159-180
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• 2012

본 연구는 중국의 베이징, 상하이, 칭다오 등에 거주하면서 최근 3개월 이내에 인터넷쇼핑몰 구매 경험자를 대상으로 서비스제공자에 대한 중국 고객의 구매 후 행동의도에 대한 영향을 밝혀내고, 웹사이트 요인들, 신뢰 및 만족과 고객의 구매 후 행동의도와의 관계를 검토하는 것에 초점을 두었다. 총 500부의 설문지 중 448부를 최종분석에 사용하였으며, 본 분석에 앞서 기초분석으로 표본의 특성을 위한 빈도분석을 행하였고, Cronbach's ${\alpha}$값으로 신뢰도를 검증하였고, 탐색적 및 확인적 요인분석을 통해 타당성분석을 행하였으며, 그 결과를 바탕으로 AMOS를 이용하여 가설을 검증하였다. 가설검증 결과, 웹사이트 요인 즉 커뮤니케이션 요인, 거래요인, 관계요인은 신뢰와 만족에 정의 영향을, 신뢰는 만족에 정의 영향을, 그리고 신뢰와 만족은 구매 후 행동의도 즉 충성도, 관계유지의도 및 구전의도에 정의 영향을 미치는 것으로 나타났다. 따라서 중국의 인터넷쇼핑몰 운영자들은 세 가지 기능을 만족시키고 신뢰를 구축함으로써 고객의 충성도, 관계유지 및 타인에 대한 구전 효과를 높일 수 있을 것이다. 그리고 본 연구의 시사점 및 한계점과 미래 연구방향을 제시하였다.

• 산업경영시스템학회지
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• 제42권3호
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• 품질경영학회지
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• 제50권3호
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• pp.593-615
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• 2022

Purpose: The purpose of this study was to explore and examine the factors influencing customer satisfaction and subscription intention in order to propose useful implication regarding subscription economy model. Methods: This study adopts the extended Unified Theory of Acceptance and Use of Technology model (UTAUT2) as the theoretical framework. On the basis of literature review, this study suggested 9 related hypothesis. To examine the hypothesis proposed, the study designed surveys with 32 questions and 456 answers were collected for the analysis. The study adopted a structural equation model and path analysis, using AMOS and SPSS programs. Results: The results of this study are as follow: All hypothesis except performance expectancy and effort expectancy have significant influence on customer satisfaction. Performance expectancy and effort expectancy have no significant influence on customer satisfaction and facilitate condition is significant but negatively associated with customer satisfaction. Conclusion: Result of this study is expected to suggest data regarding subscription economy and customer satisfaction for business with subscription model. In detail the result implies that highly sophisticated curation system would create more customer satisfaction and subscription intention rather than how a subscription-based platform is easily used. Moreover, curation system of subsription-based music platform should function with high accuracy on recommendation in a creative visual form in order to gain comparative advantage while most platforms have built own curation service.

• 한국컴퓨터정보학회논문지
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• 제22권10호
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• pp.167-177
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• 2017

In this paper, we propose the role of job crafting in the relationship between leadership and organizational effectiveness in voluntarily carrying out each member's assigned tasks. This study surveyed the manufacturing, construction, service industries in Seoul and Gyeonggi province, identified the type of leadership they recognized, and empirically analyzed the organizational effectiveness of leadership. The purpose of this paper is to grasp the types of leadership acknowledged by the industry of manufacturing, construction, and service, and also to empirically analyze the organizational effectiveness of the leadership. The study measures the organizational effectiveness in terms of the job satisfaction, organizational commitment, and organizational citizenship behavior while classifying the leadership into coaching leadership, transformational leadership, and sensible leadership. In addition, the strictness of the analysis is imposed by estimating the simple least square model and ranking probit model. The results of the least square model is summarized as the following. Regardless of the different defining terms of organizational effectiveness, transformational leadership was shown to have the greatest organizational effectiveness. Sensible leadership positively effected job satisfaction whereas coaching leadership positively effected job satisfaction and organizational effectiveness. Compared to transformational leadership and coaching leadership, the impact of the sensible leadership was very much limited. The result of the ranking probit model is summarized as the following. First, sensible leadership had a positive impact on the member's job satisfaction and organizational commitment. Second, regarding the organizational citizenship behavior, coaching leadership showed greater impact than transformational leadership. This results contradicts the results from the simple least square model. If similar studies were to be conducted in the future, two models and the results must be compared. Third, as the leadership score increases by 1 point, there is greater possibility of having more than 4 points for all job satisfaction, organizational commitment, organizational citizenship behavior. Lastly, the analysis proves that job crafting has the mediation effect between the leadership and organizational effectiveness.

• 아태비즈니스연구
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• 제10권4호
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• pp.87-118
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• 2019

The purpose of this study is to examine the effects of person-job fit, which consists of educational fit and skill fit, on employees' intrinsic job satisfaction. To the end, the 10-year balanced panel data of the Korean Labor and Income Panel Study(KLIPS) by the Korea Labor Institute (KLI) for 2008-2017 are utilized. This study analyzes 12,730 observations by 1,273 employees by using fixed effect model, random effect model, and pooled OLS estimation method. The empirical results are as follows: First, it is founded that educational fit and skill fit seem affect job satisfaction positively. Second, the negative effects of over-education are clear and the negative effects of under-education are unclear, while the effects of over-skilled and under-skilled are insignificant statistically. Third, the results imply that the size of effect of over-education on intrinsic job satisfaction is larger than that of the effect of over-skilled. Forth, it is shown that the use of fixed effect model is more effective and trustworthy than that of random effect model and pooled OLS estimation method, implying that the effect size of coefficients which are estimated by pooled OLS method and random effect model are likely over-estimated. The empirical results above imply that firms and employees should focus on solving over-education issue before all in order to enhance employees' job satisfaction and it is needed to monitor regularly whether systemic job assignment process is done based on the employees' educational attainment and skill level and to provide more chances for job re-allocation and job rotation.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.79-84
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• 2006

Many Papers of Customer satisfaction are issued. Kana who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction coefficient' that made up for the weak points of Kana' s model. But the model of Timko which have weak points as well that does not consider the indifferent Quality of the Kana's model. In this paper, I propose 'Total Customer Satisfaction coefficient' that made up for the weak points of Timko's Model also Kana's Model. And I have applied my method to the department store.