• Journal of Korean Society for Quality Management
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• v.39 no.4
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• pp.527-542
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• 2011

The importance of service industry in national economy is getting increasing due to current trend of aging society and increasingly desire for better quality of life. However, the level of labor productivity in domestic service industry is lower than Japan and Germany that are typically strong in manufacturing industry. Difficulty of process control and measurement in accordance with variability and intangibility which are features of service industry, is considered as the cause of this poor labor productivity in Korea. This study aims to present managerial implications by calculating sigma levels on branch bank service quality and suggesting the quality dimensions of banks can be checked through a gap comparison between the sigma level on service quality in the whole banks and service quality in each bank. Quality level presented by the KS-SQI is applied to the measurement method that Yoo Han Joo and Song Kwang Seok suggested in 2006. Spss18.0 is used as an analysis tool. As a result of factorial analysis, 7 dimensions of service quality in KS-SQI can be divided into new 3 dimensions of service quality. This study also suggests that width and number of questions in previous questionnaire shall be extended. The whole of the bank service quality level is evaluated 3 sigma. The research help banks to figure out their service quality level through gap comparison objectively.

• Proceedings of the KSR Conference
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• 2007.05a
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• pp.594-599
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• 2007

According to separation policy between rail infrastructure and operation, the National Railroad Administration was converted to Korea Railroad Cooperation on Jan, 2005. That makes railway service assessment regarded as essential. About this matter, Section 15 of the Framework Act on Rail Industry Development and section 26 of the Rail Business Act shows that the railway service assessment should be conducted every 2 years. The government can officially announce the result and give orders operation company to improve service level. In the first railway service assessment in 2006, the principal railroad lines and stations were investigated. Rail supply service index and customer satisfaction index are introduced. It includes service items of supply, reliability, convenience, safety and customer satisfaction. This study presents the contents of 2006 rail service assessment. Some points of assessment which should be improved are analyzed as well.

• Tuberculosis and Respiratory Diseases
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• v.80 no.3
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• pp.221-225
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• 2017

Since 2015, the Health Insurance Review and Assessment Service (HIRA) has performed annual qualitative assessments of asthma management provided by all medical institutions that care for asthma patients in Korea. According to the third report of qualitative assessment of asthma management in 2017, the assessment appears to have contributed to improving the quality of asthma care provided by medical institutions, especially primary clinics. However, there is still a gap between the ideal goals of asthma management and actual health care policies/regulations in real clinical settings, which leads to the state of standstill with respect to the quality of asthma management despite considerable efforts such as the qualitative assessment of asthma management by national agencies such as the HIRA. At this point, a harmonized approach is needed to raise the level of asthma management among several components including medical policies, efforts of academic associations such as education and distribution of the guideline for management, and reliable financial support by the government.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2007.05a
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• pp.229-238
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• 2007

This study was intended to point out the limit of existing digital content-centered studies, or approaches from the viewpoint of the supplier and in the aspect of business profit model and find ways to assess the quality of digital content, considering the characteristics of digital content. For this, the study is to apply value innovation strategy to digital content assessment, to analyze the applicability, and to propose a new and practical framework for digital content assessment method. To this end, this study selected the global No. 1 search service provider Google and local portal site Naver search service. The study on assessment factors by value innovation strategy was based on existing literature, while user-value elements in that respect were confined to information quality, interactivity, communication, interactive storytelling, and usability. This study objectified the relation with the value innovation strategic analysis, through qualitative and quantitative analyses on value elements of search service users.

• Journal of Information Technology Services
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• v.21 no.1
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• pp.21-40
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• 2022

Advances in information and communication technology have introduced self-service technologies (SSTs) to service companies, changing the way they serve. In addition, as SSTs are expanding for low cost and high efficiency, opportunities for technology to interact with consumers have increased. Restaurant managers have the advantage of the SSTs win-win strategy, which allows consumers to freely receive the products or services they want, but some consumers have low satisfaction of the SSTs, especially elder people and the blind. This study examines the effect of unmanned order payment technology on service quality evaluation. For this, we interviewed a total of 12 consumers in their 10s to 50s with the experiences of using unmanned order payment technology, applying the Grounded Theory Method(GTM). Through a review of the research participant interview materials, totally 84 concepts were derived and the concepts were analyzed to derive 15 subcategories and 10 upper categories. Finally, a paradigm model of the effect of unmanned order payment technology on service quality assessment was derived. It also found the importance of consumers' sense of obligation to use unmanned order payment technology, recognition of advantages (e.g., time savings), recognition of shadow labor, and recognition of whether the technology usage process is in the service quality assessment stage.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.483-501
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• 2017

Purpose: Recognizing the limitations of the previous researches that measured the quality of airline service quality only with partial evaluation items of cabin service quality. the purpose of this study is to standardize and develop assessment of the airline cabin service quality with considering the characteristics of cabin service and customer needs. Methods: The proposed method of this paper was the empirical items of airline cabin service quality was derived through reviewing and comparing the previous researches, industrial indicators like Skytrax and KS-SQI and NCS. Results: The result of this research proposed CSQ (Cabin SERVQUAL) which could consist of seven dimensions, separated by five direct customer satisfaction factors and two indirect factors required for providing customer service. Conclusion: The developed CSQ can be used for airline service quality measurement which will achieve establishing a strategy to improve customer satisfaction and satisfaction of Airline's employee.

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.27-39
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• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• Health Policy and Management
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• v.19 no.3
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• pp.1-26
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• 2009

Objectives : To identify target areas and set priorities among those areas identified for national quality evaluation. Methods : Target areas were identified from: i) analysis of the national health insurance claims data, mortality and prevalence data ii) various group surveys, including representatives from 22 medical specialty associations, 19 physician associations, QI staffs in hospital, civil organizations, and commissioners of Health Insurance Review and Assessment Service(HIRA) ⅲ) literature reviews and RAM(RAND/UCLA appropriateness method). The priority areas for national quality evaluation represented the full spectrum of health care and the entire life span. The criteria for selecting the priority areas were impact, improvability, and measurability. The priority areas were divided into three categories : short-term, mid-term, long-term. Results: Based on the group surveys and the data analysis, 46 candidates were selected as quality evaluation priority areas. 13 areas were selected as having a short-term priority areas: tuberculosis, community acquired pneumonia, stroke, ischaemic heart disease, diabetes, hypertension, chronic lower respiratory disease(asthma, chronic obstructive pulmonary disease), intensive care unit, emergency room, nosocomial infection, use of antibiotics, multiple medication and renal failure. This results suggested that we need to enlarge the target priority areas to the chronic diseases in short-term. Conclusions: The priority areas identified from the study will assist healthcare quality associated institutions as well as HIRA in selecting quality evaluation areas. It is required to develope and implement strategies for improving the quality of care within the next 5 years.

• Journal of Technologic Dentistry
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• v.40 no.3
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• pp.151-162
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• 2018

Purpose: The main purpose of this study is to develop assessment measures for the quality of service for dental labs. Methods: In order to construct the measure of service quality assessment for dental labs, relevant modifications were extracted around theoretical studies, and the survey was conducted on dental technician workers through internet survey. final scale questions were extracted through exploratory factor analysis and confirmed factor analysis of measurement variables, the demographic characteristics of the subjects and the perceptual difference of dental labs were analyzed for the extracted variables. Results: The final five variants of the interactive factor analysis that include the ability to change employee growth, reliability, responsiveness, materiality, interoperability, confirmatory factor analysis excludes variations in employee growth wages, welfare benefits, by changing its name to network capabilities, the quality of service factors for the final dental labs consisted of five variations: network competence, reliability, responsiveness, materiality and interoperability. Conclusion : The service quality of the dental labs showed that the reliability of the product related to the dental materials and the product production responsiveness related to the production order, the Materiality of the materials and equipment of the dental labs, the Interoperability responsiveness related to dental orders, And the importance of network capability to form a mutual network.

• Management & Information Systems Review
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• v.2
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• pp.295-310
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• 1998

This exploratory study examines critical quality factors of store that can give access to credit card. The procedures of developing instrument is followed by recommendations on the developing measures of marketing constructs. The results shows that service quality of store available for credit card is divided four dimensions(personal service, payment-approving service, information-providing service, problem responsiveness service). These dimensions and scales are verified through the assessment of reliability and validity. Finally, the importance of personal service is showed to be different across types of industry.