• 한국안전학회지
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• 제39권1호
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• pp.55-61
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• 2024

In response to the COVID-19 pandemic, the logistics industry in Korea has rapidly been expanding, with offline demand concentrating on online platforms owing to the development of digital infrastructure. This has increased the workload of courier drivers considerably, along with labor intensity. A delivery driver died recently from overwork due to the continuous increase in delivery volume, which raises social concerns. Delivery drivers work long hours, (over 12 hours) and are greatly affected by weather conditions, such as snow, rain, heat waves, and cold waves. In addition, they lack a fixed workplace; perform atypical work handling workpieces of various sizes, weights, and shapes; and spend a large amount of time driving as part of their work. This work involves a high level of tension and requires attention and concentration. Despite the frequency of industrial accidents in the courier industry, studies on safety and health to quantitatively analyze and systematize the work of courier workers are very scarce. Therefore, to define the work process necessary for investigating the harmful factors in delivery service and the work analysis, this study conducted interviews and on-site surveys to analyze the unit work of the delivery service by targeting delivery workers. In other words, a framework of unit work for work analysis was presented to enable research and analysis by considering the aforementioned characteristics of the courier industry. The process was broadly divided into work, transport, storage, delay, and inspection. Work was divided into loading, sorting, unloading, and door subcategories, and transportation was divided into vehicle, cart, and walking subcategories as well as 10 small processes. Moreover, 22 unit works were again drawn by conducting field surveys and interviews. The risk of unit work derived from this study was ergonomically evaluated, and the ergonomic analysis revealed that uploading and transportation were the most dangerous. The results of this study could be used as basic data for preventing industrial accidents among courier workers, whose work has increased with the logistics volume and the development of the logistics industry.

• 대한안전경영과학회지
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• 제12권1호
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• pp.113-118
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• 2010

"Domestic delivery service" is defined the service to deliver goods or packages from point of senders to point of receiver. With the characteristics of door to door, it is must a service provider should know the exact location of destination assuring best utilization of moving path. Generally, location information consist of postal code and address only, which result in difficulties to identify the precise location of destination. It is relatively less correlated between the information that address refers and practical location in Korea address system. For example, the next door to house number 100 is not always house number 101. Therefore, a delivery man additionally uses a paper map or a GPS navigation which carry extra job to input every code of location to the device in order to know precise location. It is also very inconvenient that every delivery man identify the location that address information refers and make a personal decision of the optimum moving path dropping each destination without calculating provisioning process of whole delivery path. As explained above, it is inefficient to find information delivery service required and to generate the optimum path. In results, these difficulties bring in delay of service and increase of cost. In this point, the contents of the thesis suggest a GPS navigation system easy to obtain accuracy of delivery information which enables to automate optimum moving path based on RFID which contains location information.

• 경영과정보연구
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• 제31권4호
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• pp.309-337
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• 2012

오늘날의 시장은 기술의 진보로 인하여 과거에는 기대할 수 없던 여러 가지 기능을 제공할 수 있게 되었고 뛰어난 접근성과 반응은 고객이 원하는 때에, 원하는 물건을, 원하는 방식으로 살펴볼 수 있도록 제공해주어 고객의 욕구를 만족을 스스로 결정할 수 있는 구조를 가능하게 한다. 즉, 고객에게 스스로의 가치기준에 맞는 선택의 기회를 부여함으로서 만족을 달성하는 이러한 서비스를 TBSS (Technology-Based Self-Service)라 할 수 있다. 본 연구에서는 TBSS를 이용한 배송서비스 산업에서의 고객 만족 및 재구매의도 향상의 선행요인을 탐구하는 이론적 모형을 제안하고자 한다. 구체적으로 고객 만족과 재구매의도에 영향을 주는 지각된 가치를 '편익-비용'으로 구성하고 결과 편익과 과정 편익, 금전적 비용과 비금전적 비용의 영향력 크기를 비교하는 연구를 수행할 것이며 이를 통해 TBSS가 고객만족도 및 재구매 의도에 미치는 영향을 확인하고 유용성을 판단하는 본 연구의 결과가 고객 만족 및 재구매 의도 제고를 위한 실무적 정보를 제공하는데 도움이 되기를 기대한다.

• International Journal of Quality Innovation
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• 제8권1호
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• pp.27-39
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• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• 융합경영연구
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• 제6권1호
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• pp.9-16
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• 2018

Purpose - Benefit delay type services have a characteristic of benefit delay that does not immediately appear at the time of delivery of service. Due to a characteristic of benefit delay, the customer's participation in the service delivery system is hindered, and the quality of service declines. As a result, customer satisfaction would be reduced. The purpose of this study is to construct an analytical framework to analyze a mechanism that promotes customer participation in benefit delay type services. Research design, data, and Methodology - Existing research has considered only the performance of service companies to enhance the quality of service and customer satisfaction. This study focused on customer participation as a factor affecting the quality of service and customer satisfaction and attempted to construct an analytical framework based on a theoretical perspective of motivational research. Results - By adopting the motivation theory, this research derived three concepts, the possibility of gaining benefits, the emotional experience, and the desire of benefit. And motivation is created when the three factors interact with each other. Conclusions - This paper has constructed an analytical framework for analyzing factors that promote customer participation in the benefit delay service and finally has proposed case study for further research.

• 유통과학연구
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• 제13권8호
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• 한국컴퓨터정보학회논문지
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• 제23권12호
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• pp.195-201
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• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• 복식문화연구
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• 제15권3호
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• pp.472-482
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• 2007

This study is designed to examine differences in the well known relationship between risk perception and purchase intention when shopping fashion products Online. In addition, the role of attitude in the process was investigated. 155 Korean college students and 165 U.S. college students participated in the study. Structural equation modeling with risk factors(product delivery, transaction, service) as antecedents, purchase intention as the consequence, and attitude as the mediating variable were analyzed. Results indicated that, for Korean respondents, product delivery risk and transaction risk had significant indirect effect on purchase intention through attitude. Service risk had significant direct effect. For U.S. respondents, product delivery risk had both direct and indirect effect on purchase intention whereas transaction risk had only indirect effect. Service risk did not have significant influence on purchase intention.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2001년도 The Pacific Aisan Confrence On Intelligent Systems 2001
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• pp.198-201
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• 2001

Recently the wireless-internet has been spreading extensively. People are spending a large part of their time gaining access to information using a mobile device. With the rapid growth of on-line Electronic Commerce, the use of mobile devices creates a new paradigm that provides users with location-independent real time service. Although this new paradigm does have some advantages, limited process speed, low bandwidth, the low battery capacity of mobile devices, and a high rate of wireless network errors causes many overhead expenses during service time with the server. In this paper, we suggest an autonomous service delivery system, which provides mobile agent capability to users that cannot maintain a connection. We have developed the system based on java mobile agent technology. Using this system, we can provide more effective service to users when the user is sending requirements for service through a mobile device that has limited resources. Furthermore we can manage the contact server dynamically when new services are added.

• 산업공학
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• 제20권3호
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• pp.257-266
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• 2007

To survive in rapidly changing business environment, the enterprises of all over the world are trying to integrate their IT infra structure and are trying to automate their business process. Service Oriented Architecture (SOA) is being accepted as an IT standard to support efficient system integration and flexible business process automation between enterprises or departments. The material control system is required this software architecture between manufacturing company and materials supply vendors. This paper introduces concept of SOA, relevant technology about SOA such as Web Services and Business Process Execution Language (BPEL) and Enterprise Service Bus (ESB) and describes how to automate materials control process by designing the material control system based on SOA. The analysis of requirements is proceeded by Unified Modeling Language (UML) and SOA delivery strategy is selected the top-down strategy. And this paper describes how to derive services and operations and how to arrange services in three service layers and how to design business process.