• 한국조리학회지
• /
• 제10권2호
• /
• pp.84-106
• /
• 2004

Measuring and evaluating the business performance plays a very important role in managing business. It is both because business performance, in any types of industry, can be evaluated and managed properly only when the measurement of its performance is estimated and because its performance can be improved through an efficient and effective management. Therefore it is essential to build up the performance evaluation system to raise management efficiency of food service industry, to reinforce competitive power of food service industry. In this study, investigated the present performance evaluation system situation of the food service industry and introduced BSC as the main conceptional framework for evaluating the performance of the food service industry. Finally, this study discussed the possible method for building a balanced scorecard to the food service industry.

• 한국식생활문화학회지
• /
• 제22권1호
• /
• pp.22-31
• /
• 2007

The purpose of this study was to analyze evaluation variables of service quality of Korean restaurant especially focused on cold noodle restaurants(CNR). The data were analyzed about customer’s expectation of food service quality, service quality was improved by employee’s service in restaurant and employee education in the focus on CNR. The survey was carried out 423 customers and 50 employees in Seoul and Kyunggi province. All statistical data analyses were conducted using the Statistical Package for the Social Science(SPSS version 10.0). The consumer’s evaluation score of service quality were significantly different by consumer’s characteristics. The well planned service at CNR must be developed according to consumer variables such as sex and age group. The evaluation score of service quality were not significantly different by seasonal variation and consumer’s menu selection. The evaluation score of service qualities in CNR were significantly different between customer variables with employees variables. All of the evaluation points of service quality in employees were significantly higher than customers. This result was show that well-trained employees were important factors in consumer satisfaction. Through the employee education program, consumer oriented service mind mort be to developed in employees and employees’ recognition about the importance of service increased the satisfaction of customer using CNR.

• 유통과학연구
• /
• 제17권4호
• /
• pp.69-76
• /
• 2019

Purpose - The purpose of this study is to examine the effect of basic value satisfaction on service quality evaluation and customer loyalty and the moderating effect of Bargain-proneness in this process. Specifically, I analyzed the influence of basic value satisfaction, the mediating effect of service quality evaluation, and the moderated mediation effect of Bargain-proneness. Research design, data, and methodology - Data collection for this study was conducted for adults over 18 years of age with shopping experiences in traditional market within a month around the traditional market in the metropolitan area. A total of 250 questionnaire response data was obtained. Hypotheses were tested using SPSS. The PROCESS macro method was used to verify the mediating effect of the service quality evaluation on the relationship between basic value satisfaction and customer loyalty. Hierarchical regression analysis was performed to analyze the moderated mediation effect of the bargain-proneness tendency. Results - Empirical results showed that the basic value satisfaction affected service quality evaluation and customer loyalty. Specifically, it has been found that it directly affects customer loyalty and indirectly influences through service quality evaluation. The moderated mediation effect of the bargain-proneness tendency in the process of basic value satisfaction affecting customer loyalty through service quality evaluation has been verified. In other words, the higher the bargain-proneness tendency, the more influence the basic value satisfaction has on the favorable service quality evaluation. Conclusions - This study contributed to the distribution literature in that it attempted a new empirical study considering the variable 'bargain-proneness tendency', which had not received much academic attention in the past. Furthermore, this study contributed academically in that it presented important moderating variables that should be paid attention in the field of distribution studies. In this study, bargain-proneness was used with a focus on traditional markets, but this variable could play an significant role in future offline distribution studies that should pay attention to meet hedonic needs of shopping. These results suggested that traditional market practitioners should focus on the basic value and that the bargain-prone consumer segment should be considered as a target.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• 제11권4호
• /
• pp.1820-1840
• /
• 2017

Aiming at the phenomenon of false information issued by service providers in cloud computing environment, a method for service evaluation based on fuzzy theory is put forward in this paper. According to the quality of services provided by cloud service providers and their behavior during interactions, a trust relationship between cloud service providers and cloud service consumers is established, which can be quantified by using fuzzy theory. The quality of services is evaluated by drawing on the trust relationship. In our method, the recommendation credibility of a cloud service consumer is determined through behavior similarity with evaluators and a praise factor. The introduction of the praise factor better suits the phenomenon of a high-quality service getting more repeat customers. The negative impact of dishonest customers is reduced, and the accuracy of trust and cloud service quality evaluation is improved by introducing a confidence factor that can be dynamically adjusted. The experimental results show that our method can effectively and accurately evaluate the trust value and service quality of providers, while weakening the influence of dishonest consumers, and quickly detect dishonest service providers. This is beneficial for consumers trying to find high quality service providers for similar services.

• 한국문헌정보학회지
• /
• 제50권1호
• /
• pp.49-69
• /
• 2016

본 연구에서는 학술도서관 서비스 품질에 대한 국내 외의 최근 연구 동향을 살펴보고, 지난 2010년과 2011년에 각각 실시된 '대학도서관 시범 평가'와 '전문대학도서관 시범 평가'를 진단하고, 2015년 3월 27일 공포(법률 제13222호)된 "대학도서관진흥법"과 2015년 9월 28일 제정(대통령령 제26547호)된 "대학도서관 진흥법시행령"의 시행에 따른 향후 '대학도서관 평가'에 대해 전망하였다. 그리고 국내 외의 대학도서관 서비스 품질 평가 기준의 사례 분석을 통해 그리고 우리나라의 대학도서관 서비스 품질 평가 기준 개발에 있어서 참고하거나 적용해야 할 주요 시사점을 도출하였다.

• 가정과삶의질연구
• /
• 제20권3호
• /
• pp.113-124
• /
• 2002

The purpose of this study was to identify the subarea of customer complaints handling service and to accomplish the data for an improvement of complaints handling get service through the evaluation of the importance and performance on customer handling service as subdivisions of customer complaints handling service. The data were collected 303 female/male, 20-30 age by outline survey. The major findings of this study were as follows: 1) The subdivisions of customer complaints handling service were classified into four different factors ; promptness, empathy, information, policy factors. 2) As the subdivisions factors, importance was promptness, empathy>information>policy factor and performance was empathy>information>promptness>policy factor in order. 3) There were question asking the performance evaluation of influencing the total satisfaction of customer complaints handling service. There were promptness, empathy of performance evaluation of influencing the total satisfaction.

• 한국산업정보학회논문지
• /
• 제11권5호
• /
• pp.119-131
• /
• 2006

This paper proposes a mathematical model for web site service quality evaluation, which first applies analytic hierarchy process(AHP) to determine the weights of evaluation indexes of web site service quality and then analyzes web site service synthetically by means of fuzzy methodology. In this case, experts' knowledge cannot only be used but its subjective component can be eliminated. Hence, the web site service quality can be analyzed and evaluated more reasonably. After establishing this model, the experiment results will be given, which verify the feasibility and validity of the proposed model. The model proposed here is very simple and easy to implement and can provide a useful way to help developers evaluate their web site service quality efficiently.

• 한국산학기술학회논문지
• /
• 제12권3호
• /
• pp.1136-1144
• /
• 2011

SW 기반 서비스모델은 지식기반 경제에 있어 국가 선진화와 국민 경제 발전을 견인하기 위해 필요한 전략산업으로 평가받고 있으며, 공익성과 수익성의 특징을 모두 가지고 있어 평가 또한 민간의 측면과 공공의 측면을 모두 반영한 지표를 통해 평가를 수행해야 한다. 본 연구에서는 기존 비즈니스모델 평가와 관련한 연구와 기술개발 관련 평가기법, 공공부문 평가기법 등을 종합적으로 고려하여 전문가그룹 분석을 통해 SW 기반 서비스모델의 평가모형을 도출하고, AHP 분석기법을 이용해 평가영역 및 평가항목간의 중요도를 차별적으로 분석하였다. 연구결과 민간 비즈니스모델과 공공사업 평가항목, SW 서비스모델의 특징을 반영한 5개 상위항목과 15개 하위항목을 도출하였고, 항목별 가중치를 제시하였다. 본 연구의 결과는 향후 민간 또는 공공에서 우수한 SW 기반 서비스모델 선정을 위한 유용한 가이드라인을 제시할 것으로 기대된다.

• 한국전자거래학회지
• /
• 제14권2호
• /
• pp.23-39
• /
• 2009

다양한 요구사항을 최신의 IT서비스로 제공하기 위해서는 끊임없는 기술 개발과 비즈니스의 이해가 필수적이지만, IT서비스 업계의 한정된 인력과 수행력으로 충족시키기에는 현실적으로 불가능하다. 따라서 IT서비스 업계에서는 다양한 산업군의 사업을 객관적인 방법으로 평가하여 사업의 우선순위 도출을 통해 집중해야 할 사업선택 전략이 필수적으로 요구된다. 본 연구는 다양하고 불확실한 사업을 객관화되고 산업별 특화된 기준으로 평가할 수 있는 프레임워크 개발을 목적으로 한다. 구조화된 평가요인은 가중치와 평가 가이드 라인을 제공함으로써 정량적, 정성적 평가를 통해 IT서비스 사업의 경쟁력지수(CI：Competitiveness Index)를 도출할 수 있도록 설계되었다. 개발된 평가요인과 프레임워크는 실무에 적용되어 이해관계자간의 갈등 조정 및 의사결정자의 종합적 판단을 지원할 수 있을 것으로 판단된다.

• 한국인터넷방송통신학회논문지
• /
• 제23권1호
• /
• pp.7-13
• /
• 2023

본 연구의 목적은 인공지능 서비스 영향성 평가를 위한 분석 기준에 대해 조사하는 것이다. 본 연구 결과는 다음과 같이 조사 되었다. 인공지능 평가 대상은 인공지능 서비스와 인공지능 기술인 2가지 영역으로 분류하였다. 인공지능 서비스 평가는 영향력, 지속가능성, 효율성, 효과성, 적절성 등을 도입하여 평가할 수 있다. 인공지능 서비스의 시간적 측면평가는 사전평가와 사후 평가로 나누어 정리 할 수 있다. 사전평가는 사전 서비스를 위해 개발하고 설계할 때 검토해야 하는 사항에 대해 제시하고 있다. 인공지능 서비스 영역 평가는 공공서비스와 민간서비스 및 혼합형태로 분류 될 수 있다. 인공지능 서비스 영향성 평가 분류 기준으로 수직적 또는 수평적 구조 형태로 분류가 가능하다. 인공지능 서비스 적용(활용) 기준은 규범적 측면과 규제적 측면으로 나누어 볼 수 있다. 인공지능 서비스 목적 측면에서 영향평가 또는 과정 평가로 분류될 수 있다. 인공지능 서비스 목적 측면에서 바라보면, 주제별 평가와 분야별 평가를 들 수 있다. 본 연구는 인공지능 서비스 영향성 정책 및 대응 방안 마련하는데 도움이 되며. 향후 연구는 인공지능 서비스 영향성 분석 기준을 바탕으로 구체적인 지표를 발굴하는게 필요하다.