• Title/Summary/Keyword: Satisfaction measurement

검색결과 953건 처리시간 0.024초

Customer Satisfaction Measurement Model Based on QFD

  • Liu, Yumin;Xu, Jichao
    • International Journal of Quality Innovation
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    • 제4권2호
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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.

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

  • 이경희;김영훈;부유경
    • 한국병원경영학회지
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    • 제21권4호
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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.

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

  • 정현숙
    • 대한가정학회지
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    • 제39권11호
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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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구조방정식모델을 이용한 직무만족도 평가모형 개발 (Development of Job Satisfaction Measurement Model Using Structural Equation Model)

  • 전영호
    • 품질경영학회지
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    • 제39권1호
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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.

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

  • 전효진;양태석
    • 한국조리학회지
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    • 제12권2호
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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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미국 노년여성의 신체 만족도 및 의복 중요도에 관한 연구 (A Study of Body Satisfaction and Clothing Consciousness among American Women between the Ages of 60 and 90)

  • 정명숙
    • 한국생활과학회지
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    • 제15권1호
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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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교육서비스의 만족도지수 모형개발 및 IPA를 통한 개선방안 (The Model Development of Satisfaction Measurement Index of Education Service and the Improvement Plan of IPA)

  • 이상준;윤관호;김성윤
    • 한국콘텐츠학회논문지
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    • 제13권11호
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    • pp.510-521
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    • 2013
  • 교육서비스에 대한 인식이 공급자 중심에서 수요자 중심으로 전환되고 있다. 이에 본 연구는 교육서비스의 만족도를 평가하기 위해 1) 교과내용, 교수활동, 취업과정의 세 가지 핵심요인과 후생복지, 교육환경, 대학생활의 세 가지 부가요인으로 구성된 교육서비스 평가모형을 개발하고 2) 구조방정식을 통해 모형을 검증하여 3) 교육서비스의 만족도지수를 산출한 뒤 4) IPA 결과를 제시한다. 연구결과 핵심요소인 교과내용, 교수활동, 취업과정과 부가요소인 후생복지, 교육환경, 대학생활 모두 학생만족을 결정하는 유의한 개념이고, 학생만족은 추천의도에 유의한 영향을 미치는 것으로 나타났다. 특히 학생만족에는 교과내용, 취업과정, 대학생활, 후생복지, 교수활동, 교육환경의 순으로 영향을 미치는 것으로 나타났다. 또한 요인별 만족도지수를 산출한 결과와 IPA 결과를 바탕으로 향후 개선해야 할 전략적 시사점을 제공한다.

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

  • 양원호;김치년;김태형;노영만;심상효;원정일;이채관;정광호;정지연;조기홍;피영규;김순신
    • 한국산업보건학회지
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    • 제23권2호
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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.

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

  • 이지원;문희정;최미숙
    • 한국산학기술학회논문지
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    • 제10권11호
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    • pp.3451-3457
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    • 2009
  • 치위생과 재학생들의 대학 진학시 학과 선택 요인을 알아보고 학과 만족도 및 치과위생사에 대한 인식도를 알아봄으로써 학생지도 및 상담시에 필요한 기초자료를 제공하고자 경기, 강원, 충남, 경북, 경남 지역의 6개 대학 치위생과 재학중인 학생 856명을 대상으로 설문조사를 실행하였으며 SPSS 15.0을 이용하여 분석한 결과 학년별 만족도 차이는 '대인만족도' '수업만족도' '시설만족도' '활동만족도' '과특성만족도' 모두 통계적으로 유의한 차이를 나타냈다(p<0.05). 학과 선택시 결정요인에 따른 만족도의 차이는 '수업만족도' '활동만족도' '과특성만족도'가 통계적으로 유의한 차이를 나타냈으며(p<0.05), 학년에 따른 상담만족도를 보면 진로고민에서 3학년이 가장 높게 나타났으며, 모든 집단이 그렇다 이상의 인식이 나타났으며 학년이 높아질수록 상담만족도가 떨어지는 것으로 나타났다. 학년에 따른 인식도는 학년에 따라 실무인식, 직업인식 모두 1학년에서 높게 나타났으며, 통계적으로 집단간의 차이는 유의한 차이를 나타냈다(p<0.05).

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

  • 황재영;이응봉;최호남
    • 한국도서관정보학회지
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    • 제37권4호
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    • pp.247-270
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    • 2006
  • 본 연구의 목적은 국가과학기술전자도서관(NDSL)의 고객만족지수를 측정하는데 있다. NDSL 정보시스템에 맞는 이용자만족지수 모형을 제안하고 개발된 모형의 검증을 위해 구조방정식모형 분석도구인 LISREL을 통해 인과적 경로분석을 실시하였다. 또한 차원별로 서로 다른 이용자 만족지수 산출 방법을 수립하고 수립된 산출 방법에 따라 다양한 이용자만족지수를 측정하고 분석하였다.

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