• Korean Management Science Review
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• v.23 no.2
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• pp.93-107
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• 2006

This paper attempts to improve the typical DEA model that is often used as a performance evaluation method for service firms. The after-sales service system in a Korean electronic company is chosen as a sample case. The performance evaluation method currently practiced in the firm was reviewed and some critical issues of the current method were discussed. DEA model would be considered a solution for solving those Issues. However, typical DEA models has various drawbacks in determining the weights over evaluation criteria. Proposed is the priority-constrained DEA model that accommodates the strategic Importance of each evaluation criterion. The results of the proposed model are compared with those of typical DEA models. It is shown that the priority-constrained DEA model is superior to the others in terms of evaluation quality.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.27 no.1
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• pp.57-63
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• 2004

Evaluating a project is one of the key activities in managing projects, and thus it should be implemented as a part of the entire project management system. However, currently deployed systems suffer from deficiencies such as the lack of supporting distributed environment and integrity problems. Web service technology, which enables applications to work inter-operatively under a distributed computing environment, is said to solve such problems. In this paper, the web service technology is applied to evaluation management systems. The process of evaluation is designed based on the web service, data is modeled and a pilot system is implemented to test the feasibility of the technology to the domain of project evaluation.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.24 no.3
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• pp.69-79
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• 2016

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

• The Journal of Society for e-Business Studies
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• v.12 no.2
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• pp.155-194
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• 2007

Currently, Ubiquitous Computing Technology(UCT)-based service scenarios play an important role in estimating the potential of UCT-based service. The purpose of the study is to propose a multidimensional evaluation(ME) methodology for UCT-based service scenarios regarding their possibilities of realization for the future. Our approach contributes to extend service level management in Information Technology Service Management(ITSM) by evaluating the level of a new service in advance. ME consists of three dimensions: technological evaluations, business-oriented evaluations, and user-oriented evaluations. The three types of evaluations are mutually harmonized to check the overall possibility of realization and validity for certain UCT-based service scenarios. Theoretically, ME is developed to overcome the extant evaluation methods for UCT-based service scenarios, which are limited in the number of evaluation criterions. It is also conceived to cope with the limitation of economical evaluation methods (e.g., technological valuation, estimation of financial outcomes such as ROI, ROA, etc. that are difficult to give meaningful results because most of UCT-based services are not fully realized so far. From the practical perspectives, in addition, our approach can be applied to a variety of scenarios due to its domain-independent approach.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.23 no.60
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• pp.83-89
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• 2000

As customer's needs change rapidly in recent days, the evaluation scale about service quality is changing against the variation of the customer's needs. It is fact that the need of change which established evaluation ways about service quality rise more and more. 6-Sigma activity, called "most innovative management strategy in 20th Century", have many problems apply to service company. The important one between these problems is the problem about Critical To Quality(CTQ) Selection caused from the absence of more precise evaluation system. The objective of this study is the development of methodology for CTQ selection coincide to service company. It is the basic logic that the way to regard MOT mainly effects about total customer satisfaction index(CSI) as CTQ, after the development of the evaluation system based on MOT with customers. Also, the study focused on the case of department store progress to exhibit the reasonableness of this logic.

• Journal of Korean Society of Transportation
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• v.12 no.4
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• pp.5-19
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• 1994

The new concept of level of service for the airport system indicates that there must be strong stimulation to proceed with the current stereotyped service standards which are being criticised due to their being based on, either physical capacity/volume or temporal/spatial standards that directly incorporates the perception of passengers. Quantitative factors have been dealt with the main service measurements when evaluating level of service. However, the passenger's perception for the provision service at the airport system is definitely important consideration to assess level of service. To enhance the reliability of service level evaluation from the passenger's point of view, this study has adopted three main evaluation factors ; temporal/spatial factors as quantitative measurements and comfort and reasonable service factors as qualitative measurements. The multi-decision model was constructed using Fuzzy Set Theory and applied to a case study at Seoul Kimpo International Airport. Results are presented in terms of passenger satisfaction with a variety of different values.

• The Korean Journal of Health Service Management
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• v.7 no.4
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• pp.33-47
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• 2013

The purpose of this study is to identify the important factors of education service quality and to develop the evaluation instrument in learning facilities for care workers. This study was processed as four steps. First, the important factors were confirmed through literature reviews and the expert board discussions. Second, the evaluation instrument was developed and validity & reliability of the instrument were checked by factor analysis and Cronbach's ${\alpha}$. Lastly, the instrument was rechecked by the expert board in language usages and importance of the items. The results indicated that the important quality factors were divided with infrastructure and service process. Especially, the process contained providing appropriate education information & counseling, providing appropriate contract & paying fees, keeping specified service principles and so on. The study instrument was developed with 28 items. This instrument will be helpful to improve the education service quality. Besides, the staffs must continuously try to improve and manage their education services using the results of this kind of evaluation instrument.

• Journal of the Korea Safety Management & Science
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• v.6 no.2
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• pp.127-139
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• 2004

Web-based services have fundamentally confidential problems due to characteristics of internet environment such as anonymity. These problems are serious obstacles to grow the web-based services. The security and confidence of web-based services rely on both service provider and users' opinion. But the former has difficulty in trusting the service provider and the latter takes too long time to propagete all users after converging their opinion. Therefore it is necessary to establish the objective and confidential evaluation and certification program for web-based service. In this paper, the internal and external web-based services evaluation and certification programs are compared and analyzed. The critical factors and evaluation methodology for secure and confidential web-based service are identified. Finally, this paper provides the improvement and strategy for web-based services evaluation and certification program.

• Proceedings of the KSR Conference
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• 2008.06a
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• pp.1385-1395
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• 2008

The introduction of KTX(Korea Train Express) has brought an historic change to the overall transit system in Korea. Especially, the high-speed railway stations are expanding the scope as public transit centers. However, we cannot deny that the evaluation on the high-speed railway stations had not been performed successfully so far. The evaluation covers from the connectivity of the scope from door to the stations and the transfer service in the interior of stations. We developed the service evaluation indicators of transfer facilities in the high-speed railway stations. The indicators consist of level of service(LOS), the propriety of allocation, and the quality of information throughout the facilities in the centers. We examined the 7 stations in Korea and standardized the methodology of the evaluation process by applying the indicators. Also, the evaluation is performed easy for anyone to follow.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.39 no.4
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• pp.551-559
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• 2019

Since 2000, many local governments have been trying to introduce trams because of the government's failure to adopt environment-friendly policies and light rail. However, there is no service evaluation system that can maintain and enhance tram users' convenience, safety, and comfort during operation. In addition, the tram characteristics are not reflected in the application of the evaluation system of "management and service evaluation for public transportation operators" which is being implemented to railway operators or bus transportation operators. The purpose of this study is to develop the evaluation criteria of operating service according to tram operation model. First, we reviewed cases related to the evaluation of operating services in roads, buses, railways, and airways. And the evaluation criteria and the evaluation items are presented. This study is expected to help to secure and improve operational service in the operation phase of the tram that will be introduced in the future.