• Korean Journal of Community Nutrition
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• v.17 no.2
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• pp.194-204
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• 2012

The purpose of this study was to investigate school dietitians' satisfaction with and needs for School Meal Service Support Centers. A web-based on-line survey was conducted with 1,102 nutrition teachers or school dietitians using four School Meal Service Support Centers during the summer of 2011. The data from 578 respondents (52.5%), consisting of 165 (44.4%), 334 (53.4%), 41 (67.2%), and 38 (86.4%) dietitians using Seoul, Gyeonggi, Suncheon and Gyeongju centers, respectively, were analyzed. The main reason for using the centers was subsidies from local governments. The dietitians using the metropolitan centers, which were Seoul and Gyeonggi centers, tended to buy agricultural products through the centers only, and those using local centers, which were Suncehon and Gyeongju centers, bought those products from the private suppliers as well as from the centers. The dietitians' overall level of satisfaction with the centers was not high showing 3.3 out of 5 points; it was significantly associated with the operating system and services of the centers such as system efficiency, delivery accuracy, communication, and information provision rather than the agricultural products provided by the centers. The dietitians preferred joint operation of the centers by local governments and producers' groups. They wanted School Meal Service Support Centers to be evaluated every year. It was suggested that efforts should be made to improve the operation system and service of School Meal Service Support Centers for improving dietitians' satisfaction with the centers. In addition, an evaluation system for School Meal Service Support Centers should be implemented soon based on school dietitians' needs.

• Journal of the Ergonomics Society of Korea
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• v.33 no.5
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• pp.407-422
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• 2014

Objective: The purpose of the study is to develop quantitative usability evaluation criteria for senior-friendly autonomous transportation robot. Background: The Republic of Korea has become the most rapidly aging society, and is anticipated to enter the post-aged society in 2026. To raise the quality of life of a senior with limited mobility and to reduce the burden of caregivers, many high-tech assistive products with information technologies are developed nowadays. The senior-friendly autonomous transportation robot is one person robot vehicle to move a senior to the destination for hospitals, nursing homes or silver town complex. With built-in navigation system and environmental monitoring censors, it automatically seeks the path to the destination and avoids collision to obstacles and pedestrians on the way. Due to the early stage of the product, few usability studies in this field have been done, mostly on general service robots to assist seniors, power wheelchairs and delivery robots. ISO and KS standards for the service robots are focused on safety. Method: Based on the reference usability index, the early draft of the usability evaluation questionnaires was developed. After small group tests and interviews, the experts modified the initial draft to the Usability Evaluation Criteria for Senior-Friendly Autonomous Transportation Robot (UEC-SFATR). Result: UEC-SFATR consisted of 4 subscales - Safety, Controllability, Efficiency and Satisfaction. All of the 4 subscales of UEC-SFATR were passed the reliability criteria by 4 groups of seniors, divided by gender and familiarity of smart-devices. Conclusion: UEC-SFATR covers wider area of user experiences of the SFATR and is a good measurement tool to help both the users and developers of the robot. Application: This study provides guide to the future product development and product competitiveness evaluation by quantifying user experiences for the SFATR.

• Journal of The Korea Institute of Healthcare Architecture
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• v.19 no.4
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• pp.19-28
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• 2013

Purpose: The purpose of this study to assess long-term care facilities in Seoul and certificate Seoul-type elderly care facilities. After certification, Seoul city can provide certificated facilities with budget and support to improve service quality. Methods: Questionnaires to elderly care facilities experts and field surveys to facilities in Seoul have been conducted for the data collection. Results: The result of this study can be summarized into three points. The first one is that a direction of operation for Seoul-type elderly care facilities is to improve manpower and provide special program for enforcing quality assurance. The second one is that this study provide index of evaluation for Seoul-type elderly care facilities. The indexes include management, facility environment and safety, service delivery process, and service results. The third one is that management plan for this policy should be carried out. The management plan include demonstration project, opinion research. Implications: Seoul-type elderly care facilities can have positive effects on quality of service. For the introduction of this policy, Seoul city and autonomous Gu have to make careful preparations for this policy.

• Agribusiness and Information Management
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• v.7 no.2
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• pp.19-26
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• 2015

Recently, food delivery apps are seeing rapid growth into a market worth 1 trillion won under a simple but unique business model of connecting nearby restaurants with consumers via smartphone. Though basic similarities with social commerce exists in aspects such as mail-order sales intermediaries, startups, types of services and market competition structure, food delivery apps resemble social commerce in many ways in that they use excessive marketing to secure market dominance, causing a spike in consumer complaints. If the excessive marketing and increase in customer complaints are not rectified, the food delivery app could also see rapid decline as it gradually grows distant from consumers, just like social commerce. Accordingly, this study will identify the factors consumers recognize as important for continuous use vis-a-vis social commerce and food delivery apps to perform an empirical analysis on what areas need improvement. After deriving the four upper factors of product, information system and service along with eight sub-factors by referring to existing literature, the areas with opportunity for improvement were derived through satisfaction level and relative importance evaluation. The results of this study present a strategic direction for maintaining customers of social commerce and food delivery apps.

• Journal of the Korean Society for information Management
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• v.17 no.1
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• pp.89-101
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• 2000

In recent years the service of commercial document delivery has mutured in the library and information field. The aim of this paper is to evaluate the performance of the major document delivery suppliers accessible through the internet. Actual article requests in science and technology were sampled systematically and forwarded to the suppliers selected. Processing data was collected and analyzed in terms of fill rate, delivery time, and cost. Method of delivery was also a criteria of analysis. Results shows that the performance of the commercial suppliers varies according to the criteria. And the knowledge about vendor services and citation verification are important factors affecting the document delivery capability. Finally recommendations based on the results are briefly examined.

• Quality Improvement in Health Care
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• v.5 no.2
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• pp.202-215
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• 1998

Purpose : To shorten processing time for variety of medical affairs of the patient at the outpatient clinic of a big hospital is very important to qualify medical care of the patient. Therefore, patient's waiting time for drug delivery after doctor's prescription is often utilized as a strong tool to evaluate patient satisfaction with a medical care provided. We performed this study to investigate factors influencing patient satisfaction related with waiting time for drug delivery. Methods : The data were collected from July 21 to August 12, 1998. A total 535 patients or their families who visited outpatient clinics of Inha University Hospital were subjected to evaluate the drug delivery time and the level of their satisfaction related, which were compared with those objectively evaluated by Quality Improvement Team. The reliability of the scale was tested with Cronbach's alpha, and the data were analyzed using frequency, t-test, ANOVA, correlation analysis and multiple regression. Results : The mean drug delivery time subjectively evaluated by the patient (16.1 13.0 min) was longer than that objectively evaluated (10.9 7.6 min) by 5.2 min. Drug delivery time objectively evaluated was influenced by the prescription contents, total amount or type of drug dispensed, etc, as expected. The time discrepancy between two evaluations was influenced by several causative factors. One of those proved to be a patient's late response to the information from the pharmacy which the drug is ready to deliver. Interestingly, this discrepancy was found to be more prominent especially when waiting place for drug delivery was not less crowded. Other factors, pharmaceutical counseling at the pharmacy, emotional status or behavior of a patient while he waits for the medicine, were also found to influence the time subjectively evaluated. Regarding the degree of patient satisfaction with the drug delivery, majority of patients accepted drug delivery time with less than 10 min. It was also found to be influenced by emotional status of the patient as well as kindness or activity of pharmaceutical counselor. Conclusion : The results show that, besides prescription contents, behavior pattern or emotional status of a patient, environment of the waiting place, and quality of pharmaceutical counseling at the pharmacy, may influence the patient's subjective evaluation of waiting time for drug delivery and his satisfaction related with the service in the big hospital. In order to improve patient satisfaction related with waiting time for drug delivery, it will be cost effective to qualify pharmaceutical counseling and information system at the drug delivery site or waiting place rather than to shorten the real processing time within the pharmacy.

• Journal of Service Research and Studies
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• v.14 no.1
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• pp.1-12
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• 2024

As the service robot market grows among the food technology industry, the quality of robot service that affects consumer behavioral intentions in the restaurant industry has become important. Serving robots, which are common in restaurants, reduce employee work through order and delivery, but because they do not respond to service failures, they increase customer dissatisfaction as well as increase employee work. In order to improve the quality of service beyond the simple function of receiving and serving orders, functions of recovery effort, fairness, empathy, responsiveness, and certainty of the process after service failure, such as serving employees, are also required. Accordingly, we assumed the type of failure of restaurant serving service as two internal and external factors, and developed a serving robot with a vocational ethics module to respond with a professional ethical attitude when the restaurant serving service fails. At this time, the expression and action of the serving robot were developed by adding a failure mode reflecting failure recovery efforts and empathy to the normal service mode. And by recruiting college students, we tested whether the service robot's response to two types of service failures had a significant effect on evaluating the robot. Participants responded that they were more uncomfortable with service failures caused by other customers' mistakes than robot mistakes, and that the serving robot's professional ethical empathy and response were appropriate. In addition, unlike the robot's favorability, the evaluation of the safety of the robot had a significant difference depending on whether or not a professional ethical empathy module was installed. A professional ethical empathy response module for natural service failure recovery using generative artificial intelligence should be developed and mounted, and the domestic serving robot industry and market are expected to grow more rapidly if the Korean serving robot certification system is introduced.

• Health Policy and Management
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• v.15 no.4
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• pp.136-160
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• 2005

Before introducing the national long-term care insurance in 2008, the want for long term care service has to be estimated and analysed. This study estimates the demand and analyses what determines the want of long term care service. This study investigated data of 3f6 elderlies, that was collected by age stratified random sampling. The elderies resided in Onyang 4 - dong (urban area) and Dogo-myun (rural area) In the city of Asan. The researchers visited the elderlies and their care giver, and assessed their demand for the long term care service and examined physical, mental, socio-economic status by the assessment tools for Korean Long-Term Care System. $64\%$ of the those who are entitled to be served refuse the long term care service. $26.7\%$ of them wants for home care service and $7.9\%$ want facility care service. It is estimated that the want of home care service are three or four times as much as that of facility care service. The demand for long term care service is 5.155 times higher for those who live in rural area (p=0.000), 3.040 times higher for those who do not have spouse(p=0.057), and 3.356 times higher for the people who is in medicaid than medical insurance(p=0.029). However, income(p=0.782), means(p=0.614), living alone(p=0.223), number of family to live with (p=0.341) and age of the elderly(p=0.420) are not related with the demand of long term care service. The assessment tools for Korean Long-Term Care System for need evaluation of the long term care service can reflect the demand well.(p=0.024) If medical care will cover $80\%$ of total cost, the willingness to pay of the out of pocket money of the people with medical insurance is 67,400 Korean Won(66.77 US$) for the home care service and 182,500 Korean Won(180.78 US$) for the facility care service. There is possibility that long term care demand is still small after Introducing the long term care Insurance due to the care given by family members. When developing service delivery system of long term care insurance, rural area has to be given more consideration than urban area because of the higher demand. The people who do not have spouse or are in medicaid have to be given special consideration as well.

• Electronics and Telecommunications Trends
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• v.38 no.3
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• pp.47-56
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• 2023

Physical rehabilitation consists of exercises that help individuals who have suffered injury, disease, or nervous system disorders to recover lost or impaired functions. The exercises need to be tailored to the degree and type of the patient's condition. To this end, a comprehensive rehabilitation data delivery system that connects medical institutions and local communities should be established, and an intelligent rehabilitation service technology should be developed. An intelligent rehabilitation service integrates and manages the patient's health information provided by medical institutions and the overall function evaluation information measured in the community. Based on the collected data, personalized rehabilitation services can be provided. We examine supportive policies and technological trends for rehabilitation exercise and sports. Additionally, we investigate development trends and key technologies of intelligent rehabilitation services being developed at ETRI.

• Information Systems Review
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• v.23 no.1
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• pp.93-113
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• 2021

Service orientation and customer orientation are recognized as important success factors in service companies. However, these constructs are evaluated through self-diagnosis within the service company based on service delivery experience. For this reason, Fintech companies that provide financial services based on non-face-to-face channels such as mobile APP have limitations in evaluating their service orientation and customer orientation. Therefore, in this study, the perceived customer orientation is conceptualized so that service orientation and customer orientation can be evaluated through customer evaluation. In addition, the antecedents and consequences of the perceived customer orientation based on the technology acceptance model were demonstrated. As a result, it was confirmed the mediating effect of perceived customer orientation in the relationship between perceived ease of use and usefulness and customer's continuous use intention and word of mouth intention. This study laid the foundation for the Fintech companies that provide all financial services throughout non-face-to-face to measure their service orientation and customer orientation through customer evaluation and utilize them in establishing service operation strategies.