• 한국조리학회지
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• 제5권2호
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Journal of Preventive Medicine and Public Health
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• 제43권3호
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• pp.245-256
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• 2010

Objectives: This study aims to compare quality indicators for the hemodialysis services between patients with health insurance and those with medical aid. Methods: This study used data from sampled hospitals that provided a hemodialysis service. A total of 2287 patients were selected, and the information for hemodialysis service has been granted from medical record reviews. A multi-level regression analysis was used to examine the differences in process and outcome indicators for hemodialysis between patients with health insurance and those with medical aid. Process indicators were defined as: frequency of hemodialysis, hemodialysis time, erythropoietin (EPO) use, measurement of hemodialysis dose at least once a month, measurement of phosphate at least once every three months, and measurement of albumin at least once every three months. Outcome indicators were defined as: hemodialysis adequacy, anemia management, blood pressure management, and calcium, phosphate and nutrition management. The total scores for outcome indicators ranged from 0 (worst) to 4 (best). Results: There was a significant difference in the measurement of hemodialysis dose at least once a month between patients with health insurance and those with medical aid (OR 0.66, 95% CI = 0.43 - 0.99). However, frequency of hemodialysis, hemodialysis time, EPO use, measurement of phosphate at least once every three months, measurement of albumin at least once every three months, hemodialysis adequacy management, Hb${\geq}$11 g/dL, blood pressure within the range of 100-140 /60-90 mmHg, calcium x phosphate${\leq}$55 $g^2/dL^2$ and albumin${\geq}$4 g/dL were not significantly different between the groups. Conclusions: There were no significant differences in outcome indicators for hemodialysis between the groups. Further studies are warranted into the mechanism that results in no differences in the outcome indicators for hemodialysis.

• Asian Journal of Innovation and Policy
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• 제12권3호
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• pp.277-303
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• 2023

The importance of ecosystem service such as green spaces has risen due to restrictions on outdoor activities amid the climate crisis and COVID-19. While gardens significantly impact economic development, quality of life, and social well-being, comprehensive studies on their multidimensional values are lacking. This research categorizes garden values into social, cultural, environmental, and health dimensions and proposes an integrated assessment framework that introduces detailed elements and evaluation methods. An empirical assessment of carbon storage index in two Korean gardens, Semiwon and Juknokwon, reveals Semiwon's higher carbon storage per unit area. The proposed framework, emphasizing a quantitative approach, enables cross-national and regional comparisons, contributing to a broader understanding and evaluation of garden values beyond specific facilities.

• 유통과학연구
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• 제13권1호
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• pp.57-70
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• 2015

Purpose - Open source software has high utilization in most of the server market. The utilization of open source software is a global trend. Particularly, Internet infrastructure and platform software open source software development has increased rapidly. Since 2003, the Korean government has published open source software promotion policies and a supply promotion policy. The dynamism of the open source software market, the lack of relevant expertise, and the market transformation due to reasons such as changes in the relevant technology occur slowly in relation to adoption. Therefore, this study proposes an assessment model of services provided in an open source software service company. In this study, the service level of open source software companies is classified into an enterprise-level assessment area, the service level assessment area, and service area. The assessment model is developed from an on-site driven evaluation index and proposed evaluation framework; the evaluation procedures and evaluation methods are used to achieve the research objective, involving an impartial evaluation model implemented after pilot testing and validation. Research Design, data, and methodology - This study adopted an iteration development model to accommodate various requirements, and presented and validated the assessment model to address the situation of the open source software service company. Phase 1 - Theoretical background and literature review Phase 2 - Research on an evaluation index based on the open source software service company Phase 3 - Index improvement through expert validation Phase 4 - Finalizing an evaluation model reflecting additional requirements Based on the open source software adoption case study and latest technology trends, we developed an open source software service concept definition and classification of public service activities for open source software service companies. We also presented open source software service company service level measures by developing a service level factor analysis assessment. The Behavior-Structure-Evolution Evaluation Model (BSEM) proposed in this study consisted of a rating methodology for calculating the level that can be granted through the assessment and evaluation of an enterprise-level data model. An open source software service company's service comprises the service area and service domain, while the technology acceptance model comprises the service area, technical domain, technical sub-domain, and open source software name. Finally, the evaluation index comprises the evaluation group, category, and items. Results - Utilization of an open source software service level evaluation model For the development of an open source software service level evaluation model, common service providers need to standardize the quality of the service, so that surveys and expert workshops performed in open source software service companies can establish the evaluation criteria according to their qualitative differences. Conclusion - Based on this evaluation model's systematic evaluation process and monitoring, an open source software service adoption company can acquire reliable information for open source software adoption. Inducing the growth of open source software service companies will facilitate the development of the open source software industry.

• 한국문헌정보학회지
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• 제36권2호
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• pp.89-117
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• 2002

본 연구의 목적은 마케팅분야의 서비스 질 이론을 활용하여 공공도서관의 서비스 질을 측정하고 평가할 수 있는 모형을 구축하는 데 있다. 이를 위해 본 연구는 우선 고객이 기대하는 서비스 질의 중요 요인을 측정, 분석하여 중요도에 따른 우선 개선 요인의 순위를 도출하였다. 또한 서비스 질 요인과 고객만족의 상관관계 및 서비스 질 요인과 고객행태의 상관관계 모형을 구축하고 이를 통계적 방법으로 검증하여 고객만족과 고객행태에 영향을 미치는 서비스 질 요인들의 우선 순위를 도출하였다.

• 한국병원경영학회지
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• 제27권3호
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• pp.39-49
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• 2022

Purposes: This study purposed to analyze the relationship between patient safety and patient-centerendess. Methodology: The comprehensive scores from patient safety assessment program and patient experience survey conducted by Health Insurance Review & Assessment Service were used as independent variables and dependent variables. This study analyzed the relationship between 4 patient safety-related areas(i.e. risk standardized readmission ratio, intensive care unit, preventive antibiotic, the drug evaluation) and 6 patient experience areas(i.e. nurse services, doctor services, medication & treatment, hospital environment, patient's right, overall experience) by using robust regression analysis. Findings: According to results, the score in 'patient's right' and 'risk standardized readmission ratio' areas were found to have a significant relationship, and 'overall experience' and the 'preventive antibiotic' areas. The ratio of senior beds and specialists was a general characteristics of hospitals that had a significant relationship on patient experience assessment. Practical Implication: The relationships between patient safety and patient experience assessment were varied depending on areas. Further study is needed to make clear the supposed relationship.

• 한국환경복원기술학회지
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• 제12권1호
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• pp.1-12
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• 2009

The purpose of this study is to discovered assessment items for improving athletic efficiency and management of golf courses. Through this, the study intended to provide basic data for creating competitive golf courses and management. Important assessment items were selected by inducing preliminary assessment items and conducting a preliminary survey and a main survey for specialists through a theoretical study. For the survey results studied, reliability and average value for importance were calculated using SPSS/PC Window Release 12.0. As assessment of importance by assessment area, in athletic efficiency assessment, course management level was the highest, followed by fairness of games and operation of games. In management assessment, importance of service level, information management, facility management, management of game assistants, etc. were high. As assessment of importance by assessment item, it was found that 'variety of golf shot' and 'the length of a course' were important in course layout. Also 'start interval among teams' and 'disturbance of play' were assessed as important items in game operation, while 'fair reservation' and 'rounding rotation time' were important in fairness of games. In addition, in information management, 'kind service of golf course staffs' and 'prompt reservation and notification' were found to be important assessment items. In facility management, all assessment indexes were over 4.0, which means all of them are important for quality of golf course and competitiveness. In membership service, 'appropriate price of goods for sale' and 'service for members' were relatively important assessment items. Further, in management of game assistants, 'qualifications and skillfulness of game assistants' was assessed as a very important index. Although the current study only selected important items to assess excellent golf courses, it is necessary to apply the study results to the actual sites and verify them for golf course both at domestic and abroad.

• 대한안전경영과학회지
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• 제13권2호
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• pp.157-167
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• 2011

Currently, interest on physical distribution is increasing due to burden of oil cost increases as oil price rises day by day. As interest grows, there are number of studies have been conducting on saving the cost of distribution. On the other hand, number of study on service of distribution is insufficient. Actually, subject of service of physical distribution have been studied by number of survey organizations, research organizations and mass media. Although, configuration for each organization is different from each other and it is hard to measure objective satisfactory factor of customers. This means needs for constructing standardized measuring tool as well as research on measuring service quality of distribution is not active. Therefore, this research is to compare and analyze compatibility of service quality measuring using SERVQUAL and SERVPERF and trying to clarify differences affected by importance service quality by each level to actual service quality. Also, this research is to make basic and standardized measuring model to improve quality of physical distribution especially using analysis of service quality and customer satisfaction of pallet pool service which contributes rationalization of distribution and reduce the cost by standardizing specification and size of pallet, allowing sharing of pallet. To conduct this research, case study of a company A is used where it is in a pallet pool business. Using this example, the goal is to give help on pallet pool business a strategic exercise if the business by point out major factors that affect customer satisfaction by collecting customer assessment along with examination of SERVQUAL and SERVPERF in measuring service quality if pallet pool service.

• Industrial Engineering and Management Systems
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• 제13권2호
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• pp.221-230
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• 2014

With the progress and prosperity of commerce and industry, time and money increasingly form an equal partnership. Using air carriers to shorten the round-trip time has become an important choice for many people in the tourism process. Faced with increasing competition within the aviation service environment, airline evaluation criteria and the requirements of customers are gradually dominating the evaluation mechanism for air transport service quality. Over the past few years, attention on the transport quality of service has been primarily focused more on land-based transport, and less on the relevant evaluation criteria of airlines. Many studies have shown that quality of service will directly affect customer satisfaction, resulting in the fact that good quality aviation services have become increasingly important. Therefore, in practical industrial operations with limited resources, there is an urgent need to delve into the assessment guidelines that have an impact on customers when they choose an airline, which can be used as a basis for improving customer satisfaction. Through a literature review and a reliability and validity analysis, this study summarized 19 evaluation criteria, using the purposive sampling method and the decision laboratory method (DEMATEL). In addition, this study viewed the causal relationship between the evaluation criteria and the degree of association as a continuing project for airlines. This study selected appropriate empirical samples from two domestic airlines. The conclusions may provide recommendations for all airlines.

• 한국의료질향상학회지
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• 제25권1호
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• pp.11-28
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• 2019

Purpose: The purpose of this paper is to derive implication on the adoption of PROMs (Patient-Reported Outcome Measures) to improve quality of care in South Korea. With this purpose, the paper examines the status of PROMs in South Korea and other countries including OECD's PaRIS (Patient Reported Indicators Survey) initiative, and reviews policy cases that have adopted PROMs to improve performance of healthcare system. Methods: We conducted literature review on OECD reports on PaRIS, peer-reviewed journals, and information from the websites of relevant institutions such as ICHOM, NQF and OECD. Results: To identify healthcare services of best values and support patient-centered health system, OECD has initiated PaRIS which develops, collects and analyzes patient-reported indicators for cross-countries comparison. PaRIS is implemented on two work streams: 1) collect, validate and standardize PROMs in the areas where patient-reported indicators already exist such as breast cancers, hip and knee replacement, and mental conditions, 2) develop a new international survey on multiple chronic conditions. Countries like England, U.S., Sweden and Netherlands use PROMs for measuring performance of hospitals and performance evaluation at the national level, and provide the financial incentives for reporting PROMs. Conclusions: The use of PROMs can support the current policy agenda that is the patient-centered healthcare system which has been emphasized to reinforce the primary and the community-based care. For the use of PROMs, it is recommended to actively participate in PaRIS initiative by OECD, select appropriate instruments for PROMs, and continue on standardization of them. This will assure patients' involvement in improving health system performance, systemize information generated in the process of adopting PROMs, and develop a system to evaluate performance.