• 품질경영학회지
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• 제39권1호
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• pp.78-89
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• 2011

A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.

• 한국건설관리학회논문집
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• 제12권2호
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• pp.101-110
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• 2011

사회기반시설물 중 교량은 다른 시설물보다 열악한 환경에 노출되며, 파손 등이 발생할 경우 훨씬 심각한 결과를 야기할 수 있으므로 일정 수준 이상의 안전에 관한 성능을 반드시 유지하여야 한다. 하지만 향후 교량의 유지관리를 위한 예산 및 인적자원은 더욱 한정되어 갈 것이다. 자산관리기법은 이러한 한정된 자원으로 효율적인 교량의 유지관리를 위한 중요한 대안이 될 수 있다. 자산관리기법을 적용하기 위해서는 교량이 제공하는 서비스의 수준(Level of Service; LOS)을 평가하기 위한 방법이 결정되어야 하며, LOS는 성능척도(Performance Measures; PM)를 통해 정량적으로 결정될 수 있다. 본 논문은 교량 자산관리를 위한 PM을 개발하였으며, PM을 활용한 LOS 평가 방법을 정립하였다. 이러한 LOS 평가 결과를 활용하여 자산관리 대상, 항목 등을 결정할 수 있으며, 효율적이고 합리적인 교량의 자산관리관련 의사결정을 도울 수 있을 것으로 판단된다.

• 대한가정학회지
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• 제44권11호
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• pp.133-148
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• 2006

This study takes an effort to suggest solutions for medical service consumers' sovereignty. Specifically, consumer evaluation, information seeking level, and affecting factors on information seeking level were explored in terms of medical service. In present study, medical information included medical institution and doctors, prescription, diseases, medical treatment and medical expense. Medical service consumers' information seeking is identified as consumers' own efforts to acquire medical information through various sources. The analysis results suggested that consumers' information seeking level is even lower, while their evaluation level is somewhat low. Moreover, the result for information seeking level by consumer characteristics implied that people who have high education, high economic status, medical knowledge, and high attitudes for consumer right are active information seekers. Finally, consumer attitudes for right appeared most influential factor on information seeking level, implying direction for medical service consumer education.

• Asia pacific journal of information systems
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• 제14권3호
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• pp.23-55
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• 2004

Interests on Service Level Agreement(SLA), an immanence operating tool for managing the level of the information system service objectively and qualitatively, were raised among IT outsourcing service providers, outsourcers, and operating departments. Yet, only a few domestic conglomerates adopted the SLA, and exact usage of the SLA is currently unknown. Because of the importance of the SLA between a service recipient and a service provider, the agreement is treated with high confidentiality. This raised the problems to organizations which are considering the SLA but lack in the concrete guide line to internalize SLA management process. This study provides the process model of implementation for SLA by conducting multiple case research. The sampled companies are currently implementing the SLA over 1 year of usage period. Factors were used to provide the managerial contribution for implementing the SLA. To analyse the case samples, in-depth interview method was conducted for each sampled company. As a result, if SLA can be used as an immanence managerial tool and can be actively implemented, it will be an strategic tool for various decision making in IT management practice with long term relationship, better shared partnership, and continuous service improvement.

• 품질경영학회지
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• 제24권4호
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• pp.124-140
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• 1996

This study aims to deveop a methodology for measuring the level of service quality in the air transportation. To measure the level of service quality, the approach taken here deals with not only the facility factors but also qualitative factors such as comfort and convenience as the influencing elements for service quality. The contents of this study can be summarized as follows: (1) For the systematic developement and management of air service, service factors of the air transportation are classified by AHP(analytic hierarchy process). (2) In computing the weight of service factors, a pairwise comparison method in AHP is used. (3) This study will suggest a method of measuring the competitive level of air service, and a result of an empirical study appling the method developed.

• 대한안전경영과학회지
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• 제11권4호
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• pp.127-137
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• 2009

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

• Asia pacific journal of information systems
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• 제23권2호
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• pp.21-39
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• 2013

As the utilization of information technology and the turbulence of technological change increase in organizations, the adoption of IT outsourcing also grows to manage IT resource more effectively and efficiently. In this new way of IT management technique, service level management(SLM) process becomes critical to derive success from the outsourcing in the view of end users in organization. Even though much of the research on service level management or agreement have been done during last decades, the performance of the service level management process have not been evaluated in terms of final objectives of the management efforts or success from the view of end-users. This study explores the relationship between SLM maturity and IT outsourcing success from the users' point of view by a analytical case study in four client organizations under an IT outsourcing vendor, which is a member company of a major Korean conglomerate. For setting up a model for the analysis, previous researches on service level management process maturity and information systems success are reviewed. In particular, information systems success from users' point of view are reviewed based the DeLone and McLean's study, which is argued and accepted as a comprehensively tested model of information systems success currently. The model proposed in this study argues that SLM process maturity influences information systems success, which is evaluated in terms of information quality, systems quality, service quality, and net effect proposed by DeLone and McLean. SLM process maturity can be measured in planning process, implementation process and operation and evaluation process. Instruments for measuring the factors in the proposed constructs of information systems success and SL management process maturity were collected from previous researches and evaluated for securing reliability and validity, utilizing appropriate statistical methods and pilot tests before exploring the case study. Four cases from four different companies under one vendor company were utilized for the analysis. All of the cases had been contracted in SLA(Service Level Agreement) and had implemented ITIL(IT Infrastructure Library), Six Sigma and BSC(Balanced Scored Card) methods since last several years, which means that all the client organizations pursued concerted efforts to acquire quality services from IT outsourcing from the organization and users' point of view. For comparing the differences among the four organizations in IT out-sourcing sucess, T-test and non-parametric analysis have been applied on the data set collected from the organization using survey instruments. The process maturities of planning and implementation phases of SLM are found not to influence on any dimensions of information systems success from users' point of view. It was found that the SLM maturity in the phase of operations and evaluation could influence systems quality only from users' view. This result seems to be quite against the arguments in IT outsourcing practices in the fields, which emphasize usually the importance of planning and implementation processes upfront in IT outsourcing projects. According to after-the-fact observation by an expert in an organization participating in the study, their needs and motivations for outsourcing contracts had been quite familiar already to the vendors as long-term partners under a same conglomerate, so that the maturity in the phases of planning and implementation seems not to be differentiating factors for the success of IT outsourcing. This study will be the foundation for the future research in the area of IT outsourcing management and success, in particular in the service level management. And also, it could guide managers in practice in IT outsourcing management to focus on service level management process in operation and evaluation stage especially for long-term outsourcing contracts under very unique context like Korean IT outsourcing projects. This study has some limitations in generalization because the sample size is small and the context itself is confined in an unique environment. For future exploration, survey based research could be designed and implemented.

• 한국IT서비스학회지
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• 제22권5호
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• pp.17-30
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• 2023

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

• 품질경영학회지
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• 제17권2호
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• pp.142-148
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• 1989

In order to determine the level of service which minimizes the total of expected cost of service and the expected cost of waiting for that service, the important considerations are to evaluate the distance traveled to and from a service facility (D) and the expected number of mechanics in queueing system (L). The travel-time models are very useful when the servers must travel to the customer from the service facility. Thus, in this paper we studied on the determination of the optimal service level by the travel-time models. In order to decide the optimal service level, (D) has been introduced as a uniform distribution and (L) has been introduced as M/M/S model of queueing theory.

• 품질경영학회지
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• 제36권4호
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• pp.47-55
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• 2008

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.