• 품질경영학회지
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• 제44권2호
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• pp.265-276
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• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• 한국환경복원기술학회지
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• 제21권1호
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• pp.31-40
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• 2018

Since the Millennium Ecosystem Assessment Report was published in 2005, the conflict between development and the preservation of the ecological environment has turned to paying attention to value assessments in rational decision-making. In recent years, the concept of ecosystem services has been recognized as a viable one for making significant decisions. However, a trade-off between increase and decrease occurs between the ecosystem services sub-categories (cultural service, regulating service, supporting service, and provisioning service), for which research centering on target sites is needed. To this end, the present study aims to investigate the trade-off relationship between service categories to search for reasonable decision-making strategies. As the research method, a survey was conducted using the translated version of SoIVES(Social Value for Ecosystem Services) 3.0 questionnaire of the United States Geological Survey. The research findings demonstrate the economic value, based on the derived monetary value of each service category, the economic value of the target site was compared among landscape aesthetic value 8,050,000 won, recreation value 6,750,000 won, biodiversity value 4,610,000 won, healing value 3,970,000 won, life-sustaining value 2,090,000 won, and productive value 220,000 won. And then the primarily recognized value criteria of the Tancheon ecosystem services illustrate landscape aesthetic and recreation value. Besides, this study illustrates visualized trade-off relationships based on user perception, and the derived relations illustrate the trade-off relationship between the cultural service, regulating service, supporting service, and provisioning service, as well as relationships between the components of the sub-categories.

• 대한지역사회영양학회지
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• 제8권3호
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• pp.319-326
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• 2003

The purposes of this study were: a) to develop the a quality measurement tool for the contract-managed hospital foodservice, and b) to evaluate their performance with the developed quality measurement tool, and c) to verify the reliability and validity of the quality measurement tool. The developed quality measurement tool comprised two parts, which were foodservice management and medical nutrition care service. The foodservice management part was classified into six functional categories which were Menu, Procurement and Storage, Production and Distribution, Facility and Utility, Sanitation and Safety, and Management and Evaluation. The medical nutrition care service part indicated the medical nutrition care provided. Quality measurement tool had 91 standards and 324 indicators. The quality measurement tools were distributed to the hospital foodservice manager employed by the foodservice company. The 324 indicators were measured by foodservice manager on the 5-Likert-type scales, and then adapted to a 100 point scale. The SPSS Ver. 11.0 was used for statistical analysis. The categories whose scores were evaluated as being high were Procurement', General Sanitation', Personal sanitation' and Waste' and the categories whose scores were evaluated as being low were Diet Order Manual', Standard Recipe', Appropriateness (Facility and Utility)', Check (Facility and Utility)'and Information Management'. All the categories of medical nutrition service were evaluated as having seriously low scores. Therefore, it was necessary for the contract-managed hospital foodservice to improve its performance in the area of medical nutrition care service. For the verification of the developed quality measurement tool, the reliability obtained by calculating Cronbach's α was 0.8747, and the content validity was also proved by scrutiny of the modification of the Professional group's techniques. (Korean J Community Nutrition 8(3) : 319∼326, 2003)

• 한국산학기술학회논문지
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• 제15권10호
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• pp.6076-6083
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• 2014

서비스 복구에 관한 선행연구는 원상태로의 서비스 복구가 가능하다는 전제하에 이루어졌다. 하지만 본 연구는 국내외 최초로 원상태로 복구 불가능한 서비스 문제에 초점을 두고, 다양한 문제들을 유형별로 분류하고 각 하위 유형을 살펴보았다. 또한 복구 불가능한 서비스 문제를 겪은 고객의 감정, 행동유형, 그리고 기업의 대응유형 등을 분석하여 좀 더 고객의 구체적인 요구를 파악하고자 하는 것에 의의가 있다. 분석결과, 세 개의 주 문제유형과 문제 유형 내 하위범주는 그룹1에 대해 2개, 그룹2에 대해 6개, 그룹3에 대해 2개로 구분되었다. 구체적으로 살펴보면, 물품파손과 신체 관련 피해의 경우가 빈번히 발생되는 문제이며, 하위범주 중 가장 심각한 복구 불가능한 서비스는 신체 피해로 나타났다. 고객의 감정측면에서는 적반하장의 태도에서 고객은 가장 분노하며, 원상태로의 복구가 불가능한 서비스 실패를 야기하였음에도 기업의 대응은 다양한 문제점을 보여주었다. 서비스 문제에 대한 고객행동과 기업평가에 관해서도 유형화하여 분석결과를 제시하였다. 본 연구의 결론에서는 연구결과 요약 및 시사점, 그리고 향후연구에 대한 제언을 하였다.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2003년도 춘계학술대회 논문집
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• pp.222-231
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• 2003

After the reform of rail industry, a system to evaluate service qualities is required for the continuous improvement of railway service and the strength of competitiveness. This research provides evaluation categories and indices which are considered to be suited to the evaluation of rail service qualities. This study provides 4 categories and 11 indices to assess the rail service qualities: provision-operation interval/average operation speed, reliability-regularity/operation cancellation rate, safety- train usage term/facilities for the weak, client satisfaction- easiness of reserving and purchasing of tickets/comfort of queuing facilities/ kindness of train crews/ pleasantness of trains/provision of information, etc.

• 한국신뢰성학회지:신뢰성응용연구
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• 제11권2호
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• pp.177-186
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• 2011

Traditionally, one uses a method of straight-line recognition to evaluate quality of product or service. One can satisfy with the product or service if their physical requirement of are met some criterions and can not satisfy them if their physical requirement are not met. Kano, et al(1984) introduce two dimensional Quality model to evaluate quality of product or service. They classify Quality Characteristic of product and service to three categories; satisfying quality, attractive quality, expected quality. In this paper, 17 evaluation features in 6 categories of smart-card are obtained from Focus-interview and Brainstorming and classified into 3 categories of quality model by Kano's two dimensional method. This classification is expected to provide a guideline for evaluation of smart-card.

• 한국수학교육학회지시리즈A:수학교육
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• 제53권1호
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• pp.147-162
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• 2014

The purpose of this study was to investigate the nature of pre-service elementary teachers' metaphors on mathematics textbooks. Their metaphors describe individual and collective patterns of thinking and action on mathematics teaching and learning. To analyze their metaphors, qualitative analysis method based on Lakoff and Johnson's theory of metaphor (1980) was adopted. Metaphors on mathematics textbooks were elicited from 161 pre-service elementary school teachers through writing prompts. The writing prompt responses revealed three types and thirteen categories: As Type I, there were (1) 'Principles', (2) 'Summary', (3) 'Manual', (4) 'Encyclopedia', (5) 'Code', (6) 'Guidelines', and (7) 'Example'. As TypeII, there were (9) 'Assistant', (10) 'Friend', (11) 'Scale', and (12) 'Ongoing'. As TypeIII, there was (13) 'Trap'. Among these categories, 'Guidelines', 'Assistant', and 'Ongoing' were the most frequently revealed. These results indicate that the relations of mathematics curriculum, textbooks, and classrooms are not a unilateral way but should communicate with each other.

• 경영과학
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• 제17권3호
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• pp.161-180
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• 2000

The purpose of this paper is to propose an analytical model for evaluating Internet Web sites, that is comprehensive and flexible enough to accomodate different categories of Internet Web sites. This paper is intended to identify critical success factors of Internet Web sites to determine criteria for evaluating the Web sites, and use the criteria to develop a framework for comprehensive evaluation of Internet Web sites. The framework consists of eight categories, including design, business functions, trustworthiness, interface, technology, community, contents, and others. An empirical study designed to validated the framework has been conducted for each of the three Web site categories, including (1) information provision, (2) product sale, and (3) customer service. The results show that ‘content ’ is the most important for information provision Web sites, ‘trustworthiness’for product sale Web sites, and ‘design’ for customer service Web sites. The framework may be used not only as a tool to evaluate Internet Web sites, but also as a checklist to improve the quality of a Web site that is under development.

• 한국주거학회:학술대회논문집
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• 한국주거학회 2008년 추계학술발표대회 논문집
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• pp.469-474
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• 2008

In the last decade many advanced home network services have been provided by construction industry, and many researches on the area have been carried out. One of the problems we are confronted with is that we do not have a standard classification scheme for home network services yet. In this paper a more stable classification scheme is suggested after comparative analysis of many different schemes in previous researches. More commonly highly attended service categories in the scheme is selected, and those are examined in terms of how commonly they are supplied by construction industry. In the later part of this paper the current home network building certification code is reviewed if the code complies with the highly attended categories in the classification scheme suggested in this paper. Some ideas to improve the current certification code is suggested by adding or optionally adding the highly attended categories.

• 한국학교수학회논문집
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• 제22권1호
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• pp.63-80
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• 2019

본 연구는 중등예비수학교사의 학생의 학습에 대한 노티싱을 살펴보기 위해 시작되었다. 이를 위해 4명의 중등예비수학교사가 중학교 수학수업에서 학습보조교사 활동을 하고 작성한 일지를 조사하였다. 일지에 나타난 학생에 대한 노티싱은 선행연구의 분석틀을 기초로 하여 알아차리기, 해석하기, 반응하기의 세 가지로 구분하여 분석하였다. 연구결과 중등예비수학교사들은 대체로 학생에 대한 일반적인 알아차리기가 많고 수학적 사고에 대한 해석하기가 상대적으로 적게 나타났다. 반응하기에서는 질문을 통한 학생의 사고 촉진보다는 학생들에게 설명하기가 많이 나타남을 확인하였다. 이를 토대로 중등예비수학교사 교육프로그램에 주는 시사점을 논의하고자 한다.