• Title/Summary/Keyword: Service Quality Assessment

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Development of Job Satisfaction Measurement Model Using Structural Equation Model (구조방정식모델을 이용한 직무만족도 평가모형 개발)

  • Chun, Young-Ho
    • Journal of Korean Society for Quality Management
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    • v.39 no.1
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    • pp.90-97
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    • 2011
  • The purpose of this study is to analyze various factors comprising a job satisfaction; determine possible factors that affects job satisfaction. Job satisfaction model is designed to evaluate major factors, such as job stress and strength, and to assess relationship between these factors. Partial least squares algorithm is used to develop a job satisfaction measurement model. To evaluate validity of developed model, survey data of health insurance review and assessment service is to applied.

Pesticide Residue Survey and Risk Assessment of Fruits in Daejeon (대전시 유통 과실류의 농약 잔류 실태 및 위해성 평가)

  • Han, Kook-Tak;Park, Hye-Jin;Lee, Kyu-Seung;Kim, Il-Jung;Kim, Kyu-Sub;Cho, Sung-Min
    • Korean Journal of Environmental Agriculture
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    • v.21 no.4
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    • pp.279-285
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    • 2002
  • Pesticide residues in some fruits collected at Noeun wholesale market, Daejeon were surveyed and assessed its risk. In 120 samples, the detection rate of pesticide was 70.8% and the rate exceed MRL was 1.67%. Highly detection rate of commodities was apple, peach and grape. Organophosphorus, organochlorine and pyrethroid insecticide were found with similar rate relatively, but most of fungicides were procymidone(dicarboximides) and chlorothalonil(organochlorine). The order of detected pesticide were chlorothalonil, chlorpyrifos, fenvalerate, procymidone, deltamethrin and EPN. In order to assess risk estimated intake amount of each pesticide was compared to ADI. Although some peach were exceed MRL the total amount and uptake pesticides was less than 1.22% comparing to ADI.

A Proposal of a Quality Model for Cultural Heritage Archive Portals (문화유산기관의 아카이브 포탈 평가모델 구축을 위한 이론적 고찰)

  • Heo, Misook
    • Journal of Korean Society of Archives and Records Management
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    • v.11 no.1
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    • pp.231-252
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    • 2011
  • User needs and their usage motivations are critical components of web portal success, yet limited studies have been conducted with the constituents of good cultural heritage archive portals from the user perspective. This study proposes a quality assessment model from the user perspective. To overcome the intrinsic biases, the triangulation approach was chosen for building a research model. The proposed research model adapts three existing web portal quality models: service quality model, data quality model, and technology acceptance model. A 99-item instrument is suggested to investigate the proposed model. In the next phase of research, the instrument will be tested for its construct validity, and the research model will be empirically tested.

The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010
  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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  • Assessment of Long-Term Care Service Needs in the Baby Boom Generation (베이비 붐 세대의 장기요양서비스 요구도 조사)

    • Han, Song Yi
      • Research in Community and Public Health Nursing
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      • v.27 no.1
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      • pp.21-30
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      • 2016
    • Purpose: This research was conducted to identify long-term care service needs in the baby boom generation. Methods: Data were collected from September 3 to October 9, 2012 targeting 196 baby boomers residing in Seoul and Gyeonggi-do with the measurement of long-term care service needs having five domains. Collected data were analyzed using the SPSS 20.0 program. Results: Demand for long term care service in those who preferred nursing homes was highest as $4.40{\pm}0.69$ in the safe environment domain. In case of those preferring home care services, demand was highest as $4.37{\pm}0.56$ in the social interaction domain. People who preferred nursing homes had higher needs in personal health care and improvement of the service quality domains. Those who preferred home care services showed diverse needs according to their characteristics. Conclusion: The baby boom generation had high needs in all the domains of long-term care services and such needs were diverse according to their characteristics. However, long-term care services had limitations that they provided standardized and uniformed services only. Therefore, health care services and improved quality services should be provided in a way of meeting the users' needs, and tailored services should be provided in consideration of the users' characteristics.

    A Construction of the N-BMS Focused on the Building Service Equipment (N-BMS : National Building Management System) (건물 군관리시스템 구축방안)

    • Lee, Tae-Won;Kim, Yong-Ki;Kang, Sung-Ju
      • Proceedings of the SAREK Conference
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      • 2007.11a
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      • pp.149-154
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      • 2007
    • Now, in Korea, the performances of the building service equipment relay on the individual superintendent's share for the assessment of performance, fault detection, deterioration diagnosis of the building service equipment. As the result, very different quality of the performance or the durability of equipment is being obtained with his skill and effort and it is also not easy to assess that quality. This finally lead to the waste of labor force and the operating cost due to the high-cost, low-efficiency system. How to construct the N-BMS was considered to save energy, resource and to conserve performance of building service equipment. The FEMIS, facility, energy/environmental management & information system, for building service offer management process integrated with BAS, FMS and EMS and so on.

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    Assessment of Microbiological Quality of Outsourced School Meals (외부 운반 학교급식의 미생물학적 품질 평가)

    • Jeong, Hyun-Suk;Ryu, Kyung
      • Journal of the Korean Dietetic Association
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      • v.18 no.4
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      • pp.372-384
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      • 2012
    • The purpose of this study was to provide a basic resource for establishment of hygienic management standards for meal delivery from the central kitchen to schools. Flow diagrams for delivery of food were analyzed, and time-temperature conditions of the food and environment were measured. Four different foods samples including Mexican salad, radish salad, stir-fried pork and vegetables, and stir-fried chicken and vegetables were collected after production and before service. Microbiological analysis was performed for aerobic plate counts (APC), Enterobacteriaceae, coliforms, E. coli, Salmonella spp., S. aureus, B. cereus, C. perfringens, and L. monocytogenes. After completion of production of cooked foods 2~3 hours were taken for the cooked foods to reach the temperature danger zone. Food temperatures at the meal service did not meet the recommended temperatures ($10/57^{\circ}C$) for conventional school food service systems. The highest APC counts were observed in radish salad (5.70 log CFU/g), followed by Mexican salad (5.18 log CFU/g). Enterobacteriaceae and coliform counts were within acceptable levels of those recommended by the UK Public Health Laboratory Service. No E. coli or pathogens were found. These results provide useful information for determination of microbiological hazards in school food service systems, and suggest that time-temperature control during delivery is necessary for the safety of cooked foods.

    Assessing Indonesian Construction Regulations on Quality and Performance

    • Willar, Debby;Rumbayan, Rilya;Manueke, Selfy;Mandagi, Robert
      • International conference on construction engineering and project management
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      • 2015.10a
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      • pp.481-485
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      • 2015
    • Indonesian construction companies are currently facing high competition both among themselves and with global construction companies. In order to address this issue, the Government of Indonesia has enacted specific regulations and policies relating to the development and implementation of quality management systems (QMSs) ISO 9001 based in construction, acknowledging that the consistency of construction project quality requires a formal quality system as a guarantee to raise quality standards at all project stages. The research has been undertaken to examine the effectiveness of the regulations and policies against several key performance indicators (KPIs) of the ISO 9001 Indonesian construction companies. A comprehensive review of the relevant regulations and policies together with interviews with the Government and National Construction Services Development Board recommend possible additional guidelines and supporting quality system, which intends to measure contractors' project output against defined standards as well as to assess their performance among other similar service providers. The outcomes of the research contribute to the development of the Indonesian own construction industry quality measurement and assessment system.

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    Development and analysis of assessment model of a village-level rural living services for response to rural depopulation (농촌 과소화 대응을 위한 마을 단위 농촌생활서비스 평가 모델의 개발 및 분석)

    • Hong, Sangwon;Bae, Seung-Jong;Kim, Dong-Hyeon;Kim, Soo-Jin;Kim, Jungtae;Jang, Taeil
      • Journal of Korean Society of Rural Planning
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      • v.27 no.1
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      • pp.57-70
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      • 2021
    • The degree of benefits of living services related to the quality of life can solve the depopulation problem, and it is necessary to be able to quantitatively analyze problems related to the quality of life in rural areas in order to cope with the rural depopulation. The purpose of this study was to develop the assessment model of a village-level rural living service that reflects the regional characteristics of rural villages to evaluate the level of rural living services for response rural depopulation. Based on the review of previous related studies, the evaluation index was composed of seven sectors of education, health, welfare, culture, environment, safety, and convenience, and the assessment model of a rural living service was established. This model was evaluated through a sample survey of 90 villages in Nonsan-si, Seongju-gun, and Pyeongchang-gun. As a result of the rural life services evaluation by Si and Gun, Seongju-gun, which is affected by nearby large cities, has the largest variation by village level and is assessed at a lower level overall than other Si and Gun. As a result of the rural life services evaluation by 7 sectors, in the case of health and welfare, low scores were shown in the assessment model, but the level of residents' satisfaction was mid-level. In particular, in the case of Seongju-gun, there were significant differences in the assessment model and the survey results of the level of residents' satisfaction in the health and welfare sectors due to the influence of nearby large cities. As a result of analyzing the number of villages corresponding to the top 30% and the bottom 30% of the evaluation results for each sector, it was analyzed that the villages with the highest evaluation results in Pyeongchang-gun in both the assessment model and the level of residents' satisfaction. It implies that quantitative analysis of data based index and accessibility as well as level satisfaction of residents are necessary.

    The Impact of Community-based Integrated Care Service Policy's Home-visiting Exercise Guidance Services on Depression, Pain, and Balance among the Elderly: A case study (지역사회 통합돌봄 정책에서 방문운동지도 서비스가 노인의 우울증과 통증 그리고 균형에 미치는 영향: 사례 연구)

    • Gwan-Hyeok Go;Byeong-Jo Kim
      • Journal of The Korean Society of Integrative Medicine
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      • v.12 no.3
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      • pp.179-188
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      • 2024
    • Purpose : The home-visiting exercise guidance service is a component of the community-based integrated care policy in District J of Busan Metropolitan City. This study aims to investigate the effects of the service provided by physical therapists on depression, pain, and balance among the elderly. Methods : Three elderly individuals were selected as study participants. Depression was assessed using the beck depression inventory (BDI) and the short geriatric depression scale-Korea (SGDS-K). Pain was evaluated using the visual analog scale (VAS). Balance was assessed using the berg balance scale (BBS), functional reach test (FRT), and timed up and go test (TUGT). The evaluation data were compared by averaging the values from the first and eighth sessions. Additionally, the overall satisfaction with the home-visiting exercise guidance service was surveyed. Results : In the depression assessment, the beck depression inventory score decreased (by 16.67±5.69 points), and the short geriatric depression scale score decreased (by 4.67±2.52 points). The visual analog scale score for pain decreased (by 2.67±0.58 points). In the balance assessment, the berg balance scale score increased (by 7.67±2.52 points), the functional reach test distance extended (by 4.67±0.58 cm), and the timed up and go test time decreased (by 5.33±0.58 s). Overall satisfaction with the home-visiting exercise guidance service was high (4.26±0.14 points). Conclusion : The home-visiting exercise guidance service received high satisfaction ratings from the participants. It was effective in reducing depression and pain while improving balance, potentially reducing fall risk factors among the elderly. These findings suggest that the home-visiting exercise guidance service, delivered by physical therapists, could significantly enhance the quality of life for elderly individuals by addressing issues related to depression, pain, and fall prevention within the community. Consequently, it is recommended that this service be continued and expanded as part of government policy.


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