• 대한안전경영과학회지
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• 제19권4호
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• pp.273-282
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• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• 대한전자공학회:학술대회논문집
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• 대한전자공학회 2000년도 추계종합학술대회 논문집(3)
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• pp.185-188
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• 2000

The Naming Service is central to most common object request broker architecture(CORBA) applications. It serves as a directory for CORBA objects-the building blocks of CORBA applications. As the Windows computing environment is disseminated, the performance features of the existing CORBA is becoming of great interest. Thus, in this paper, we intend to examine some performance features of three commercially-available Naming Service implementations of CORBA in strictly Windows (NT and 98) environment.

• 한국의류학회지
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• 제28권3_4호
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• pp.483-490
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• 2004

By using the formerly established SERVQUAL Model, measurement methods and determinant variables in the other papers for the Service Quality, this study first focuses to find out the difference consumers' evaluation between before-experience and after-experience of the educational service, and second, to examine the difference consumers' evaluation between before-experience and after-experience of the educational service according to pre-recognition degree for the subjected educational service quality. The results are derived as follows. 1. As a consequence of the simulation, the consumers distinctly tend to recognize importance of human concern and visual aspect after experience of educational service. 2. Between the group with more pre-recognition degree and less pre-recognition degree for the subjected educational service quality, have no difference.

• 디지털콘텐츠학회 논문지
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• 제11권4호
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• pp.473-478
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• 2010

유비쿼터스 컴퓨팅 기술을 적용한 서비스들이 지속적으로 발전하고 있으며, 이를 사용하기 위한 다양한 기기들 또한 발전하고 있다. 그러나 유비쿼터스 컴퓨팅 서비스(UCS)에 대한 분류가 모호하고 어떠한 평가지표로써 UCS를 평가해야 할지 판단하기 어렵다. 그러므로 본 연구에서는 UCS의 특징과 분류를 정의하고 이에 기반한 평가지표를 도출한다. 또한 도출한 평가지표의 체크리스트를 제안함으로써 UCS를 사용하기 위한 사용자의 선택을 지원한다.

• 품질경영학회지
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• 제45권4호
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• pp.811-828
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• 2017

Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.

• 한국ITS학회 논문지
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• 제6권3호
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• pp.153-164
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• 2007

현재 국내에서는 정부 및 지자체를 중심으로 u-City를 도시의 핵심 성장 동력으로 인식하고 활발하게 사업을 추진 중에 있다. 그러나 도시의 목표나 특성에 적합한 서비스 도출을 위한 선정방법이 미흡하여, 한정된 예산과 도시 전 분야에 걸친 과다한 서비스, 복잡한 이해관계로 인한 사업비용과 시간지연, 낮은 서비스 수준 등의 문제를 안고 있다. 본 연구는 이러한 문제를 해결하고자 새로운 u-서비스군 선정방법론을 제안하고 있다. 제안한 u-서비스군 선정방법론은 법 제도나 기술제약의 엄격한 적용과 다양한 변수를 통해 서비스군의 가치를 산출하였고, 서비스군의 다양한 조합으로부터 최적의 서비스군을 선정할 수 있는 가치평가모형(u-SEM)을 제시하고 있다. 특히 본 모형은 사업추진상의 복잡도로 나타나는 비우호적이고 영향력이 높은 이해관계자의 수를 가치평가의 중요한 요인으로 포함하였고, 궁극적으로 복수의 u-서비스군 대안을 경제효과, 복잡성, 구축비용 등으로 종합 평가할 수 있는 방법론을 제시하고 있다.

• 한국의류학회지
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• 제25권6호
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• pp.1155-1166
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• 2001

The purposes of this research were 1) to identify shopping orientation according to customer's personality type, 2) to examine perceived importance of service and satisfaction of service related to customer's personality type, 3) to find the relationships of evaluation of salesperson's service and re-purchase intention in each of customer's personality types. The data were collected via self-administered questionnaires from 434 female formal wear shoppers. and were analyzed by frequency, factor analysis, ANOVA, Chi-square test, and multiple regression analysis. The results of this study were as follows: Shopping orientations varied according to customer's personality type. E type had stronger Hedonic/self-confidence than I type, F type had higher Depending decision making than T type and P type had higher Quick decision making than J type. And service items satisfied the customers with a certain personality type. E type was satisfied with timely and proper A/S, not forcing to purchase and trustful behavior of salesperson more than I Type was. And also with expertise, individualized care, polite attitude, and merchandising promotion. N type was satisfied with individualized care more than S type was. A service evaluation criterion affected the re-purchase intention for a customer with a certain personality type. Customer's convenience in E. I. S, N, T, F, J types had a significant effect on re-purchase intention. And Expertise/ care in E, N, T, J types had a positive effect on re-purchase intention. also Politeness in E, I, S, N, T, J, P types did. But in only E type, Merchandising promotion affected re-purchase intention.

• 한국조리학회지
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• 제15권3호
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• pp.166-178
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• 2009

본 연구에서는 패밀리 레스토랑 고객의 기업 연상이 서비스 평가 및 기업 평가에 미치는 영향을 파악하고, 이러한 인과관계에 있어서 서비스 평가가의 매개역할을 고찰하고자 하였다. 자기기 입식 설문 방법으로 총 600명의 패밀리 레스토랑 고객을 대상으로 설문 조사를 실시하였으며, 이중 301부를 SPSS 통계프로그램을 이용하여 빈도 분석, 요인분석, 신뢰도분석, 상관분석, 다중회귀분석으로 분석하였다. 분석 결과, 패밀리 레스토랑의 기업 연상 중 능력 연상($\beta$=0.636)과 사회적 책임 연상($\beta$=0.091)은 고객의 인지된 서비스 평가에 유의한 긍정적인 영향을 주었으며, 패밀리 레스토랑의 서비스 평가($\beta$=0.567)는 기업 평가에 유의한 긍정적인 영향을 주는 것으로 나타났다. 또한 서비스 평가의 매개효과를 분석한 결과, 패밀리 레스토랑의 기업 연상이 고객의 기업 평가에 영향을 미치는 직접 효과가 전체 효과보다 작기 때문에 패밀리 레스토랑에 대한 기업 연상이 매개변수인 서비스 평가를 통해서 기업에 대한 평가에 유의한 영향을 미치는 매개효과가 존재하는 것으로 조사되었다.

• 한국자동차공학회논문집
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• 제24권5호
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• pp.495-503
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• 2016

Regulation for the testing and operation of autonomous vehicles on public roadways has been recently developed all over the world. For example, the licensing standards and the evaluation technology for autonomous vehicles have been proposed in California, Nevada and EU. But specific safety evaluation scenarios for autonomous vehicles have not been proposed yet. This paper presents safety evaluation scenarios for extraordinary service permission of autonomous vehicles on highways. A total of five scenarios are selected in consideration of safety priority and real traffic situation. These scenarios are developed based on existing ADAS evaluation and simulation of autonomous vehicle algorithm. Also, Safety evaluation factors are developed based on ISO requirements, other papers and the current traffic regulations. These scenarios are investigated via computer simulation.

• 한국IT서비스학회지
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• 제15권3호
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• pp.97-114
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• 2016

One of the key success factors for the intelligent IT service which is characterized by personalization and automation, is to obtain relevant data from either sensors or data storage for reasoning, analyzing and forecasting. The availability of the open data sources such as public portal sites remarkably increases the efficiency and quality of the intelligent IT service. However, with the condition that not all data in the existing public or private sites are opened or have various types of openness, it prohibits the value of utilization. For these reasons, it is highly required to evaluate the extent of openness of data storage. However, there are only a few studies which explore the factors which affect the degree of data openness with respect to intelligent IT services. Hence, this study aims to propose an evaluation model including the indices to evaluate a process of opening data for the intelligent IT service from a viewpoint of data utilization process. The indices are applied to evaluate the actual multinational websites, which provide public data for verification. We also discuss the implications of the evaluation according to the results.