• IE interfaces
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• v.20 no.4
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• pp.479-487
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• 2007

Many Papers of Customer Satisfaction are issued. Kano 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 Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

• Journal of Korea Planning Association
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• v.54 no.3
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• pp.106-118
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• 2019

In order to develop pedestrian navigation service that provides optimal pedestrian routes based on pedestrian satisfaction levels, it is required to develop a prediction model that can estimate a pedestrian's satisfaction level given a certain condition. Thus, the aim of the present study is to develop a pedestrian satisfaction prediction model based on three machine learning algorithms: Logistic Regression, Random Forest, and Artificial Neural Network models. The 2009, 2012, 2013, 2014, and 2015 Pedestrian Satisfaction Survey Data in Seoul, Korea are used to train and test the machine learning models. As a result, the Random Forest model shows the best prediction performance among the three (Accuracy: 0.798, Recall: 0.906, Precision: 0.842, F1 Score: 0.873, AUC: 0.795). The performance of Artificial Neural Network is the second (Accuracy: 0.773, Recall: 0.917, Precision: 0.811, F1 Score: 0.868, AUC: 0.738) and Logistic Regression model's performance follows the second (Accuracy: 0.764, Recall: 1.000, Precision: 0.764, F1 Score: 0.868, AUC: 0.575). The precision score of the Random Forest model implies that approximately 84.2% of pedestrians may be satisfied if they walk the areas, suggested by the Random Forest model.

• Journal of Korean Society for Quality Management
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• v.45 no.2
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• Journal of the Korea Society of Computer and Information
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• v.24 no.6
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• pp.175-182
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• 2019

This study aims to identify causal variables by examining the mutual influences of community consciousness and life satisfaction. We used some data of KCYPS. A longitudinal study of 1952 adolescents selected as a sample was conducted using the Aautoregressive crossover delay model. The results of this study are as follows: First, it showed that life satisfaction is consistently affecting the later life satisfaction with the passage of time. Second, community consciousness showed that the previous community consciousness has a constant influence on the subsequent community consciousness as time passes. Third, the effect of previous life satisfaction on community consciousness was significant. Therefore, the cross-delay effect of life satisfaction on community awareness was stable with time. In other words, life satisfaction level was a causal variable that takes precedence over community consciousness, and the higher the life satisfaction of the previous time, the higher the level of community consciousness in the future. Fourth, the cross-delay effect of community consciousness on life satisfaction was not significant because community consciousness at previous time had no meaningful effect on life satisfaction at later time, so consciousness of community at previous time affects life satisfaction. This study provided some implications basing on this results.

• Journal of Korean Academy of Nursing Administration
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• v.16 no.2
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• pp.180-189
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• 2010

Purpose: This study was designed to construct a model which explains the career management, career plateau and career satisfaction of the factors influencing the career commitment of nurses. Method: The data collection was conducted from Aug. 24, 2009 to Sep. 22, 2009 through self-reported questionaries. Participants were 441 nurses who had worked in 2 national university hospitals, 1 university hospitals, and 1 hospitals founded by business enterprises. The data was analyzed by SPSS 12.0 and AMOS 15.0 for structural model. Results: Career commitment was directly impacted by career management, career plateau, career satisfaction. The predictable variables of the hypothetical model explained 28.4% of career commitment. Career commitment was significantly influenced by career management, career plateau, career satisfaction. Conclusion: The results of study suggest that some strategies are needed which focus on career management, career plateau and career satisfaction in order to promote the nurse's career commitment.

• Journal of the Korean Society of Costume
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• v.61 no.1
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• pp.34-46
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• 2011

The purposes of this study are to classify apparel service quality elements using the Kano's model, and to identify how much service quality can increase the degree of customer satisfaction when the service quality is fully fulfilled. Women over 20 years-old from metropolitan areas participated in the study. Data from 254 questionnaires were used for the statistical analysis. The results were as follows: First, 17 service quality elements were categorized into one-dimensional quality which could lead to both satisfaction and dissatisfaction, and 3 services quality elements were categorized into indifferent quality which neither result in satisfaction nor dissatisfaction. Second, potential customer satisfaction improvement(PCSI) Index was developed using Kano model and CS coeffient. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in fashion retail store.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.34 no.1
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• pp.80-89
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• 2011

In service science, it is critical to measure service satisfaction for innovating service processes, which is challenging for service sectors oriented to the usage of IT systems. For that purpose, in this study, a model based on the technology acceptance model and satisfaction measurement model is proposed. The model is empirically tested using data sets from a public service sector (G2B) and a private service sector (internet banking). The purpose of this study is to identify factors which affect the service satisfaction. The result shows that a public service sector is less sensitive to the IT systems on which its services are operated, and that the attitude factor strongly affects the service satisfaction in both sectors.

• Journal of the Korean Home Economics Association
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• v.40 no.5
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• pp.133-146
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• 2002

The purpose of this study was to verify a Structural Equation Model that constructed the causations among the leisure resources, health perception, leisure attitude, leisure satisfaction and the quality of life in the elderly. For the purpose, 208 elderly who were over sixty years old and inhabited in Seoul were given questionnaires. Questionnaires were distributed by means of a 1:1 personal interview method. A Measurement model and a structural equation model estimates by Maximum Likelihood method(ML method) utilizing LISREL 8.51 ver. The major results are summarized as follows: 1) A Goodness of fit is good of structural equation model presented in the study. 2) The higher their leisure resource is, the higher health perception is, the higher leisure attitude is the more leisure satisfaction. 3) The important valuable factor which affected the quality of life in the elderly was the leisure satisfaction. It showed powerfully if the elderly participate enjoyment, self-development and positive leisure activity, their leisure satisfaction would increase, consequently the Quality of life would be improved.

• Journal of the Korea Safety Management & Science
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• v.8 no.3
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• pp.171-187
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• 2006

Modern management considers customer satisfaction as a baseline standard of performance and a possible standard of excellence for any business organization including the college. Quality function deployment(QFD) is a structured approach to seek out voice of customers, understanding their needs, and ensure that their needs are met. The strategy value proposed by Chien et al. combines importance, satisfaction, performance, and ability to enhance decision making effectiveness. But in their model, the correlation among the strategic alternatives isn't considered the decision chain and is therefore eliminated. This paper proposes how to calculate the new weight of columns to consider various strength levels of correlations matrix, representing the correlation among the strategic alternatives, using normalization procedure. The aim of this paper is to present and original customer satisfaction survey conducted in the college. Thus, this paper presents an original customer satisfaction survey in the college and provides to demonstrate the practical usage of the design model to compare this model with Chien's model.

• Journal of the Korean Institute of Educational Facilities
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• v.20 no.3
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• pp.29-39
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• 2013

This study addresses the evaluation on the satisfaction of school illumination quality by applying SERVPERF model after extracting factors affecting school illumination quality. Three types of illumination systems (fluorescence light, general LED light and high color rendition LED light) were tested by students who have used each illumination system. Three factors such as effectiveness, esthetic sense and function were developed for evaluation. Satisfaction evaluation was performed based on applied SERVPERF model by comparing perceived levels. The differences of perceived levels of satisfaction on the illumination systems were analyzed by ANOVA. The results said respondents satisfy only the high color rendition LED light regardless of three factors. Especially, students who experienced high color rendition LED light have strong intention to recommend that illumination system to other schools. They also express their desire to use that system at home. Interestingly, there is not much satisfaction difference between fluorescence light and general LED light.