• Title/Summary/Keyword: Satisfaction measurement

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Customer Satisfaction Measurement Model Based on QFD

  • Liu, Yumin;Xu, Jichao
    • International Journal of Quality Innovation
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    • v.4 no.2
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    • pp.101-122
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    • 2003
  • With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

Development of the Performance Measurement Model of Electronic Medical Record System - Focused on Balanced Score Card - (균형성과표를 활용한 전자의무기록시스템의 성과측정 모형개발)

  • Lee, Kyung Hee;Kim, Young Hoon;Boo, Yoo Kyung
    • Korea Journal of Hospital Management
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    • v.21 no.4
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    • pp.1-12
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    • 2016
  • The purpose of this study are suggest to performance measurement model of Electronic Medical Record(EMR) and Key Performance Index(KPI). For data collection, 665 questionnaires were distributed to medical record administrators and insurance reviewers at 31 hospitals, and 580 questionnaires were collected(collection rate: 87.2%). Regarding methodology, Critical Success Factor(CSF) and index of the information system were derived based on previous studies, and these were set as performance measurement factors of EMR system. The performance measurement factors were constructed by perspective using BSC, and analysis on causal relationship between factors was conducted. A model of causal relationship was established, and performance measurement model of EMR system was proposed through model validation. Analysis on causal relationship between performance management factors revealed that utility cognition of the learning & growth perspective factor had causal relationship with job efficiency(${\beta}=0.20$) and decision support(${\beta}=0.66$) of the internal process perspective factors, and security had causal relationship with system satisfaction(${\beta}=0.31$) of the customer perspective factor. System quality had causal relationship with job efficiency(${\beta}=0.66$) and decision support(${\beta}=0.76$) of the internal process perspective factors, all of which were statistically significant(P<0.01). Job efficiency of the internal process perspective had causal relationship with system satisfaction(${\beta}=0.43$), and decision support had causal relationship with decision support satisfaction(${\beta}=0.91$) and job satisfaction (${\beta}=0.74$), all of which were statistically significant(P<0.01). System satisfaction of the customer perspective had causal relationship with job satisfaction(${\beta}=0.12$), job satisfaction had causal relationship with cost reduction(${\beta}=0.53$) of the financial perspective, and decision support satisfaction had causal relationship with productivity improvement(${\beta}=0.40$)of the financial perspective(P<0.01). Also, cost reduction of the financial perspective had causal relationship with productivity improvement(${\beta}=0.37$), all which were statistically significant(P<0.05). Suitability index verification of the performance measurement model whose causal relationship was found to be statistically significant revealed that $X^2/df=2.875$, RMR=0.036, GFI=0.831, AGFI=0.810, CFI=0.887, NFI=0.838, IFI=0.888, RMSEA=0.057, PNFI=0.781, and PCFI=0.827, all of which were in suitable levels. In conclusion, the performance measurement indices of EMR system include utility cognition, security, and system quality of the learning & growth perspective, decision support and job efficiency of the internal process perspective, system satisfaction, decision support satisfaction, and job satisfaction of the customer perspective, and productivity improvement and cost reduction of the financial perspective. In this study, it is expected that the performance measurement indices and model of EMR system which are suggested by the author, will be a measurement tool available for system performance measurement of EMR system in medical institutions.

A Theoretical Review for developing a Korean Type Marital Satisfaction Scale (한국형 결혼만족도 척도 개발을 위한 이론적 고찰)

  • 정현숙
    • Journal of the Korean Home Economics Association
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    • v.39 no.11
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    • pp.89-106
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    • 2001
  • The purpose of this study is to critically review the related issues of marital satisfaction scale in order to develop a Korean Type Marital Satisfaction Scale. Especially definitional ambiguity, unit of analysis theory of marital satisfaction and issues about measurement and cultural implication are reviewed. Also a section deals with suggestions that could be considered to develop Korean Type Marital Satisfaction Scale.

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Development of Job Satisfaction Measurement Model Using Structural Equation Model (구조방정식모델을 이용한 직무만족도 평가모형 개발)

  • Chun, Young-Ho
    • Journal of Korean Society for Quality Management
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    • v.39 no.1
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    • pp.90-97
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    • 2011
  • The purpose of this study is to analyze various factors comprising a job satisfaction; determine possible factors that affects job satisfaction. Job satisfaction model is designed to evaluate major factors, such as job stress and strength, and to assess relationship between these factors. Partial least squares algorithm is used to develop a job satisfaction measurement model. To evaluate validity of developed model, survey data of health insurance review and assessment service is to applied.

A Study on Developing Crowding Measurement Tools for Foodservice Corporations (외식기업 혼잡 만족 측정 도구 개발에 관한 연구)

  • Jeon, Hyu-Jin;Yang, Tai-Seok
    • Culinary science and hospitality research
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    • v.12 no.2 s.29
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    • pp.1-17
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    • 2006
  • This study is to develop a viable measurement tool of crowdedness in restaurants. First, to measure customer’s awareness of crowdedness related to each different environmental factor in a restaurant, 49 factors of crowdedness awareness were selected based on the previous studies and then properties of each factor affecting customer’s satisfaction for crowdedness were analyzed. To analyze effects of each factor upon the satisfaction rate, a Multiple Regression Analysis was conducted with the crowdedness awareness as an independent variable and satisfaction of crowdedness as a dependent variable. The results showed that when an analysis of the environmental factors in the crowdedness awareness was conducted in an effort to develop a measurement tool of crowdedness awareness in restaurants, that would be fit for the domestic food service market, based upon 49 factors of restaurant environment. Focusing on expectation and satisfaction rate, it was found that rating the satisfaction level would be a much more effective tool to measure crowdedness awareness because satisfaction rate appeared to be more closely related to the awareness than the results obtained from the Multiple Regression Analysis with a difference between expectation and satisfaction scores as an independent variable.

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A Study of Body Satisfaction and Clothing Consciousness among American Women between the Ages of 60 and 90 (미국 노년여성의 신체 만족도 및 의복 중요도에 관한 연구)

  • Jung, Myoung-Sook
    • Korean Journal of Human Ecology
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    • v.15 no.1
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    • pp.169-176
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    • 2006
  • This study explored elderly American women's body satisfaction and clothing consciousness with the methods of survey and body measurement. To that end, I first investigated their self-perception of body size and body satisfaction and also the relationships between those, along with the relationships between body measurements and body satisfaction. Then, I analyzed the differences in elderly women's body satisfaction and clothing consciousness among different body type groups. For the last, I examined the degree of their body thinness or obesity and ideal body size in order to explore the standard for ideal body shape among elderly women. Elderly American women were satisfied with most of their body parts except waist circumference and weight. Body satisfaction with stature, weight, and hip circumference was correlated to both size perception and body measurement. Body satisfaction with thigh circumference and leg length was correlated to size perception, and also that with waist circumference and neck length to body measurement. Size perception showed differences among body types, but body satisfaction did not show notable differences among body types. There were significant differences between real size and ideal one. Elderly American women thought that clothing was important in their everyday life.

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The Model Development of Satisfaction Measurement Index of Education Service and the Improvement Plan of IPA (교육서비스의 만족도지수 모형개발 및 IPA를 통한 개선방안)

  • Lee, Sang-Jun;Yoon, Kwan-Ho;Kim, Seong-Yoon
    • The Journal of the Korea Contents Association
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    • v.13 no.11
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    • pp.510-521
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    • 2013
  • The awareness of education service is undergoing a transition from demand side to supply side. This study 1) develops an evaluation model of education service composed of three core factors(curriculum content, professor activities, job search activity) and additional factors(public welfare, education environment, campus life), 2) verifies a model using the structural equation model, 3) calculates the satisfaction measurement index of education service, and 4) proposes the results of IPA for evaluating the satisfaction measurement of education service. The results show significant notions that core factors(curriculum content, professor activities, job search activities) and additional factors(public welfare, education environment, campus life) determine students satisfaction, and that student satisfaction effects the recommend purpose significantly. Especially, student satisfaction influenced curriculum content, job search activity, campus life, public welfare, professor activities, education environment in order. This study provides improved strategic implications based on the calculated results of component satisfaction measurement index, and the results of IPA.

Factors Affecting the Degree of Occupational Satisfaction of Workers Engaged in Working Environment Measurements Company (작업환경측정기관 근로자의 직업 만족도 영향 요인 분석)

  • Yang, Wonho;Kim, Chi Nyon;Kim, Tae-Hyeung;Roh, Young Man;Sim, Sang-Hyo;Won, Jung-Il;Lee, Chae-Kwan;Chung, Kwang-Ho;Jeong, Jee Yeon;Cho, Kee Hong;Phee, Young Gyu;Kim, Sunshin
    • Journal of Korean Society of Occupational and Environmental Hygiene
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    • v.23 no.2
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    • pp.114-122
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    • 2013
  • Objectives: This study was performed in order to investigate by questionnaire the factors affecting the occupational satisfaction of work-environment measurement workers, as well as to suggest fundamental materials for systematic, administrative and economic improvements which are necessary to create a vision for the future. Material and Methods: A structured questionnaire was used at a total of 152 institutions and 1,254 work-environment measurement workers throughout the country from February to September 2012. Responses came from 97 institutions (64%) and 941 work-environment measurement workers (75.1%). The factors affecting the job satisfaction of work-environment measurement workers were statistically evaluated through $x^2$-test and ordinal logistic regression analysis. Results: Major factors affecting the job satisfaction of workers in relation to work-environment measurement were working, financial, and psychological conditions (p<0.05). Conclusions: Considering the results of this study, the improvement of labor conditions should be undertaken because workers engaged in work-environment measurement are fundamental to occupational health.

The Research for the measurement of satisfaction and adaptation of the student of dental hygiene department (일부 치위생과 학생들의 학과 만족도 및 적응도에 관한 조사연구)

  • Lee, Jee-Won;Moon, Hee-Jung;Choi, Mi-Suk
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.10 no.11
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    • pp.3451-3457
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    • 2009
  • The survey of the 856 students of the dental hygiene departments in 6 universities in Gyunggi, Kangwon, Chungnam, Gyungbuk, and Gyungnam region was carried out. The purpose of the survey is to find their satisfaction measurement with the department and how they recognize the dental hygienist as well as why they selected the dental hygiene department when they applied for university. The result, analyzed by SPSS 15.0, statistically shows that the measurement of satisfaction by each academic year represents the meaningful difference (P<0.05) in all variables such as the "satisfaction with people", "satisfcation with lectures", "satisfaction with facilities", "satisfaction with activities", and "satisfaction with the department characteristic". The measurement of satisfaction by the decision-making factor for the department selection shows the meaningful difference (P<0.05) in the variables of "satisfaction with lectures", "satisfaction with activities", and "satisfaction with the department characteristic". In the case of the measurement of satisfaction with counselling by each academic year, the 3rd year student shows the highest in the career counselling. All the groups recognize for this question as "higher" or "yes", while the higher academic year students were gradually less satisfied. In the case of the level of recognition by each academic year, the 1st year student shows high in the variables of "practical work recognition" and "vocation recognition" and the difference among groups shows statistically meaningful difference(P<0.05).

An Analysis on Measurement of Customer Satisfaction Index of NDSL (국가과학기술전자도서관 고객만족지수 측정에 관한 연구)

  • Hwang, Jae-Young;Lee, Eung-Bong;Choi, Ho-Nam
    • Journal of Korean Library and Information Science Society
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    • v.37 no.4
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    • pp.247-270
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    • 2006
  • The purpose of this study is to measure customer satisfaction index of NDSL. we propose new model of the user satisfaction index for NDSL and verify the new model through the analysis of structural equation model, LISREL. We also build new measurement method for customer satisfaction index by different dimension and measure diverse customer satisfaction index according to different calculation method.

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