• 제목/요약/키워드: Service Qualities

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A Study on the Quality Improvement of Mobile App Services of Medical Institutions: Focus on the Kano Model and PCSI Index

  • PARK, Ae-Jun;LEE, Yeon-Sook
    • 산경연구논집
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    • 제10권6호
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    • pp.19-27
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    • 2019
  • Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

Kano 모형과 고객만족계수를 이용한 uTradeHub 서비스 품질에 관한 연구 (An empirical study on the service quality of uTradeHub though Kano model and customer satisfaction coefficient)

  • 송선옥
    • 통상정보연구
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    • 제18권4호
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    • pp.55-78
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    • 2016
  • uTradeHub 관련 선행연구들은 서비스 품질의 중요성을 일원론적 시각에서 파악했을 뿐 어떠한 서비스 품질속성을 우선적으로 향상시켜야 할지에 대한 연구는 부재한 상황이다. 본 연구에서는 Kano 모형에 의거 uTradeHub의 서비스 품질속성을 분류하고, Timko의 고객만족계수(CSC)와 평균만족계수(ASC)를 사용하여 uTradeHub 서비스 품질 제고를 위해 중점적으로 관리해야 하는 품질속성을 규명하였다. 설문조사를 통해 확보된 총105개의 유효자료를 실증분석에 사용하였으며, 연구결과를 요약하면 다음과 같다. 첫째, Kano모형에 의거 서비스 품질속성을 분류한 결과, 일원적 품질 12개, 당연적 품질 5개, 무관심 품질 2개가 도출되었다. 둘째, Timko의 고객만족계수(CSC)를 이용한 분석결과에서는 "고충 및 불만에 대한 사후처리"와 "비용절감", "업무처리의 효율성", "정확하고 유용한 정보 제공"이 만족계수(SC)의 상위에 랭크됨으로써 서비스 품질이 충족되면 고객만족이 특히 증가하는 품질속성으로 파악되었다. 반편 "고충 및 불만에 대한 사후관리", "상호작용", "문제발생시 즉각적 대응능력", "정확하고 유용한 정보제공", "업무처리의 효율성" 등은 불만족계수(DC)의 상위에 랭크됨으로써 서비스 품질이 충족되지 않으면 고객 불만이 특히 증가하는 품질속성으로 분석되었다. 셋째, 평균만족계수(ASC)에 의거 uTradeHub 서비스 품질 제고를 위해 중점 관리해야 하는 품질속성을 분석한 결과에서는 "고충 및 불만에 대한 사후관리", "비용절감", "정확하고 유용한 정보 제공", "업무처리의 효율성", "업무성과" 등이 상위 5위에 랭크됨으로써 지금보다 개선되면 만족도가 더 크게 증가하지만 악화되면 만족도가 훨씬 더 감소하는 품질속성으로 분류되었다.

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병원서비스코디네이터 교육과정이 교육만족과 의료서비스 품질에 미치는 영향 (The Effect of Hospital Service Coordinator Education Curriculum on the Education Satisfaction and the Quality of Medical Service)

  • 최은경;박창식;서종범
    • 보건의료산업학회지
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    • 제2권1호
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    • pp.137-154
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    • 2008
  • The increase of the supply of medical service and the increase of hospitals have intensified the competition of hospitals, and the advancement towards internationalization in the opening of medical industry has triggered the infinite competition of medical profession. In addition, the high expectation of customers and quality improvement in the medical care in accordance with the improvement of overall income, and the change of active role of medical consumers according to the popularization and the improvement of rights awareness reflect the customer needs and choice in the medical service. Customers wanted to receive the kind and pleasant service under the up-to-date medical service. Therefore, as a solution, hospital coordinators were emerged for the purpose of smooth treatment and customer satisfaction by generalizing all service of hospital. Accordingly, this thesis attempted to investigate the effect of hospital coordinator education curriculum on the education satisfaction and the quality of medical service. In order to solve the purpose of this study, I, author reviewed the existing literatures, established hypothesis, and verified hypothesis by using the variety of statistics techniques such as reliability, validity, frequency analysis, and regression analysis. The verification of hypothesis is as followings: First, among education training factors of hospital coordinators, the quality of instructor significantly affects the satisfaction of hospital coordinator education training. Second, among training factors of hospital coordinator, the attitude of trainee significantly affects the training satisfaction of hospital coordinator. Third, among education training factors of hospital coordinator, education course significantly affects the training satisfaction of hospital coordinator education. As the qualities of instructor are better equipped, the satisfaction of education becomes higher. It indicates that the education method of instructors is important as an index to represent the qualities of instructor such as the appropriateness of education method, preparation, passion, visual materials, the adequacy of education procession, and specialized knowledge, and it has important effect on the satisfaction of education. In order to enhance the satisfaction of hospital coordinator education, the creation of education environment, making trainee concentrate on the education, is required by appropriately allocating programs, arousing interest in education, based on the attitude of trainee, discussion, and preliminary programs, preparation, ahead of enforcement of education. Fourth, the satisfaction of hospital coordinator education training significantly affects the reliability among the qualities of medical service. Fifth, satisfaction of hospital coordinator education training significantly affects hospitality I kindness among the qualities of medical service. If the education satisfaction of trainee is high, it is effective in the practical application such as dealing with complaints, the duty performance for the patients, and so on in offering the medical service, related to reliability and furthermore, we can find the positive change in the attitude change of medical professions related to the reliability of hospital coordinator. In addition, in the process of offering medical services such as the kind explanation on the duty, rapid response to the customers inquiry, and tidy uniform, practical effect was verified. Sixth, the education training factor of hospital coordinator significantly affects the reliability among the quality of medical service. Seventh, the education training factors of hospital coordinator significantly affect hospitality/kindness. In the education of hospital coordinator, the methods to attract the interest of trainee by emphasizing reliability should be sought and for gaining the practical effect of hospital coordinator education, the sufficient preparation and investigation on the education curriculum should be prerequisite and under this condition, intensified discussion on the instructor and education course is needed. In the design of education course, more education hours and subjects should be allocated in the part of hospitality in order to improve the practical application of hospitality. Therefore, it is meaningful in a sense that this study newly approached the components of hospital coordinator education and the need to modify the quality components of medical service in accordance with the study subjects was raised. This study also finds its meaning in that it provides basic materials for the study of future hospital coordinator education by suggesting the system development model of hospital coordinator education through preliminary study of education training. In addition, this study is meaningful in the aspect that it suggested the direction of education training by showing how the hospital coordinator education training would applied to the hospital coordinator course of the Continuing Education Center at Pusan and Kyungnam National University to some extent. Since all investigation of this study was approached from the side of hospital coordinator, the thoughts of patients who are beneficiaries of medical service, and care givers cannot be identified. Therefore, the satisfaction of patients and care givers through the experience of medical service, which is the essential prerequisite of medical service, should be importantly considered and investigated. Accordingly, The study of comparing and analyzing the views of both patients and care givers should be carried out in the future.

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산업공학의 서비스 과학에의 기여를 위한 서비스 정의 (Defining Service for the Contribution of Industrial Engineering to Service Science)

  • 전혜민;곽우람;장수영
    • 한국경영과학회:학술대회논문집
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    • 한국경영과학회 2007년도 추계학술대회 및 정기총회
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    • pp.23-26
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    • 2007
  • As the service industry continues to grow in importance, a new research field called service science has formed so as to conduct more comprehensive and scientific analysis of service. However, much further research is required until we can develop the common terminology and methodology for service design and improvement. A foundational step toward this is giving a lucid definition to service which reflects the intrinsic qualities of it. Many of the service definitions mentioned in existing studies had the limitation that they considered service as the residual from physical products, or tried to conceptualize service based on some characteristics. In this paper we compare and analyze existing studies, discuss about the essential nature of services, and suggest a more comprehensive investigation into service.

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모바일 와이맥스에서 채널 적응적인 미디어 품질 보장 기법 (Channel-Adaptive Streaming Scheme to Guarantee Media Quality in Mobile WiMAX)

  • 김동칠;정광수
    • 한국정보과학회논문지:컴퓨팅의 실제 및 레터
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    • 제16권10호
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    • pp.990-994
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    • 2010
  • 모바일 와이맥스(Mobile WiMAX)는 계층적인 인코딩 기법을 사용하는 비디오 부호화 기술의 본질적인 특성을 고려하지 못하여 미디어의 품질을 보장하지 못하는 문제점을 가지고 있다. 이러한 문제점을 해결하기 위해 본 논문에서는 미디어 우선순위 기반의 채널 적응적인 스트리밍 기법인 PC-MCA(Priority-based Combining adaptive Modulation and Coding with ARQ)를 제안하였다 PC-MCA는 미디어 프레임의 우선순위에 따라 스케줄링을 하며, 무선 채널 상태와 미디어 프레임의 우선순위를 고려하여 변조 방식 및 부호화율, 그리고 ARQ 재전송 시간을 차등적으로 조절한다. 이를 통해 안정된 프레임 복호화를 제공함으로써, 멀티미디어 서비스 품질을 보장하였다.

더덕 전처리 방법에 따른 조리 작업 효율 및 더덕구이의 품질 특성 (The Cooking Efficiency and Qualities of Deodeok-gui from Optimized Pre-processing of Codonpsis lanceolata)

  • 신명은;조미나;김용식;이경희
    • 동아시아식생활학회지
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    • 제22권6호
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    • pp.860-867
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    • 2012
  • Codonopsis lanceolata serves as, an appetizing health food for its, characteristic flavor, taste, and texture:however, it requires a long and complicated cooking process. Therefore, this study conducted pre-processing procedures to improve the cooking process and Codonopsis lanceolata more easily. For processing efficiency, freezing and blanching were efficient for peeling and the rate of peel disuse. In addition the freezing process, effectively reduced the time spent in beating raw material. In the salinity test, freezing and blanching quickly increased salinity over 28 days. As the result of SEM cross-section tests showed that frozen Codonopsis lanceolata become porous, it's assumed that seasoning permeates into this cross-section efficiently. As the appearance of Deodeok-gui as significant differences according to the pre-processing methods, this study examined pre-processing methods(time spent in peeling, rate of peel disuse, time spent in beating out material, salinity, moisture content, texture, and the color) of Codonopsis lanceolata. After testing Deodeok-gui, it was found that freezing is effective, not only for process efficiency and cooking time reduction, but also for improving its qualities.

공공부문의 서비스품질 측정모형 개발 (Developing the Measurement Model of Service Quality in the Public Sector)

  • 라준영;이승규
    • 산업공학
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    • 제20권3호
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    • pp.339-352
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    • 2007
  • Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that the critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.

웹서비스를 포함한 항공사 서비스품질이 재이용의도에 미치는 영향에 관한 연구 (The Effects of Airline Service Qualities Including Webservice on the Airline Reuse Intention)

  • 장형욱;윤승자;오홍철
    • 한국품질경영학회:학술대회논문집
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    • 한국품질경영학회 2006년도 추계 학술대회
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    • pp.23-28
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    • 2006
  • In spite of abundant researches on service quality, researches on airline service quality have not been sufficiently conducted. This study attempts to delineate inclusive service quality factors by using SERVQUAL variables, airline core service variables, and web service variables together. Furthermore, the reuse intention of international airlines was regressed with these seven service quality factors. All service quality factors had positive impacts on dependent variable. Among the factors, the web service factor has most positive effect on reuse intention.

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항만물류 서비스품질 차원이 고객만족도에 미치는 영향 - 인천항 컨테이너 터미널을 중심으로 - (The Relative Effects of Three Dimensions of Port Logistics Service Quality on Customer Satisfaction)

  • 김병일
    • 한국항만경제학회지
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    • 제22권1호
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    • pp.125-149
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    • 2006
  • The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

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OTT 서비스의 세 가지 질적 요소: 혼합적 연구방법을 통한 접근 (Three Qualities of OTT Services: A Mixed Methods Approach)

  • 유재선;박재철;전현준;손재열
    • 경영정보학연구
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    • 제24권1호
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    • pp.59-87
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    • 2022
  • OTT(Over-the-top Media) 서비스는 근래 동영상 콘텐츠를 소비하는 새로운 수단이 되었다. OTT 시장이 성장하며 사업자들 간의 경쟁이 치열해졌지만, 사용자의 지속적인 OTT 서비스 구독 요인을 발굴하고 이론적 모델에 적용한 체계적 연구는 부족한 실정이다. 본 연구에서는 발달적 순차 혼합 연구 방법을 통해 질적 요인을 발굴한 후, 그것이 구독 후 경험 및 지속적 구독 의도에 미치는 영향을 본다. 질적 요인을 찾는 단계에서는 OTT 사용자의 구독 지속 의도에 중요하게 영향을 미치는 6개의 요인을 도출하였다. 이를 바탕으로 OTT의 질적 요인 3가지를 ISSM(정보시스템성공모델, Information Systems Success Model)에 적용하여 가설 및 연구 모델을 수립하였다. 연구 모델의 검증을 위해서 한국의 OTT 사용자 226명을 대상으로 서베이를 실시하였으며, 데이터는 구조방정식 모델링(SEM)을 사용하여 분석했다. 분석 결과 콘텐츠의 질이 인지된 즐거움 및 만족에 영향을 미치는 핵심 요인임을 발견했다. 서비스의 질은 인지된 즐거움에 영향을 미쳤으며, 인지된 즐거움은 지속적 사용 의도에 순차적으로 영향을 미쳤다. 시스템의 질은 만족에 직접적 영향을 미쳤다. 본 연구는 질적 연구를 통해 도출한 사용자의 경험 관련 요인을 ISSM에 응용해, OTT라는 정보시스템의 이해를 풍부하게 하는 시사점을 가진다. 이러한 시사점을 OTT 사용자의 경험 및 지속적 구독 의도 향상을 위해 사업자들이 활용할 수 있으리라 기대한다.