• 한국의류학회지
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• 제17권2호
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• pp.207-217
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• 1993

The purposes of this study were to identify the components of store image of women's clothing and to explain the relationships between store images and selection behaviors. Data were obtained from 330 females who college women and office girls in Busan. Its were analyzed by factor analysis, cannonical correlation, regression analysis and discriminant analysis. The results of this study were as follows ; 1. Dimensions of the clothing lifestyle were classified individuality-seeking, information-seeking, comfort-seeking and quality-seeking. 2. Store image factors of women's clothing were identified quality, design, information service, atmosphere and convenience. The types of preference store were the general public store, the public high class store and general obscure store. 3. It appears that designs is the factors to make store image of individuality-seeking, information-seeking and comfort-seeking and information service is the one to make store image of quality-seeking. Also they were usually purchased in the general public store by individality-seeking consumers and comfort-seeking consumers and purchased in the public high class store by information-seeking consumers and quality-seeking consumers. The store images, espacially the information service image, was contributed to the store selection behaviovs more than lifestyle. But lifestyle, espacially the comfort-seeking consumers, was contributed to the store behavior of the three types of store more than store image.

• 한국컴퓨터정보학회논문지
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• 제15권11호
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• pp.195-204
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• 2010

본 논문에서는 유비쿼터스 컴퓨팅 환경에서 환경 관제 서비스를 제공하는 효과적인 실내 환경 관제를 위한 시스템을 제안한다. 환경 관제 시스템은 사용자 환경에 대한 정보를 수집하여 실내 공기질 유지 관리 규정에 따라 쾌적한 환경을 유지하고 실내 환경을 건강하게 유지하기 위한 시스템이다. 환경 관제 서비스를 제공하기 위해서 유비쿼터스 컴퓨팅 환경에서 서비스의 개발과 지원을 위한 액티브 모델 기반의 분산 프레임워크와 서비스 지향 아키텍처를 사용하였다. 본 논문에서 제안한 환경 관제 시스템의 수행성을 검증하기 위해 컴포넌트의 동작을 보이고 환경관제 서비스의 GUI화면을 통해 결과 화면을 보였다.

• 간호행정학회지
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• 제2권1호
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• pp.97-114
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• 1996

INSTRODUCTION Service quality is, unlike goods quality, an abstract and elusive constuct. Service quality and its requirements are not easily understood by consumers, and also present some critical research problems. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. Moreover, despite the phenomenal growth of medical service sector, few researchers have attempted to define and model medical service quality. Especially, little research has focused on the evaluation of medical service quality and patient satisfaction from the perspectives of both the provider and the patient. As competition intensifies and patients are demanding higher quality of medical service, medical service quality and patient satisfaction has emerged as a critical research topic. The major purpose of this article is to explore the concept of medical service quality and its evaluation from both nurse and patient perspectives. This article attempts to achieve its purpose by (1)classfying critical service attibutes into threecategories(satisfiers, hygiene factors, and performance factors). (2)measuring the relative importance of need criteria, (3)evaluating SERVPERF model and SERVQUAL model in medical service sector, and (4)identifying the relationship between perceived quality and overall patient satisfaction. METHOD Data were gathered from a sample of 217 patients and 179 nurses in Seoul-area general hospitals. From the review of previous literature, 50 survey items representing various facets of the medical service quality were developed to form a questionnaire. A five-point scale ranging from "Strongly Agree"(5) to "Strongly Disagree"(1) accompanied each statement(expectation statements, perception statements, and importance statements). To measure overall satisfaction, a seven-point scale was used, ranging from "Very Satisfied"(7) to "Very Dissatisfied"(1) with no verbal labels for scale points 2 through 6 RESULTS In explaining the relationship between perceived performance and overall satisfaction, only 31 variables out of original 50 survey items were proven to be statistically significant. Hence, a penalty-reward analysis was performed on theses 31 critical attributes to find out 17 satisfiers, 8 hygiene factors, and 4 performance factors in patient perspective. The role(category) of each service quality attribute in relation to patient satisfaction was com pared across two groups, that is, patients and nurses. They were little overlapped, suggesting that two groups had different sets of 'perceived quality' attributes. Principal components factor analyses of the patients' and nurses' responses were performed to identify the underlying dimensions for the set of performance(experience) statements. 28 variables were analyzed by using a varimax rotation after deleting three obscure variables. The number of factors to be extracted was determined by evaluating the eigenvalue scores. Six factors wereextracted, accounting for 57.1% of the total variance. Reliability analysis was performed to refine the factors further. Using coefficient alpha, scores of .84 to .65 were obtained. Individual-item analysis indicated that all statements in each of the factors should remain. On 26 attributes of 31 critical service quality attributes, there were gaps between actual patient's importance of need criteria and nurse perceptions of them. Those critical attributes could be classified into four categories based on the relative importance of need criteria and perceived performance from the perspective of patient. This analysis is useful in developing strategic plans for performance improvement. (1) top priorities(high importance and low performance) (in this study)- more health-related information -accuracy in billing - quality of food - appointments at my convenience - information about tests and treatments - prompt service of business office -adequacy of accommodations(elevators, etc) (2) current strengths(high importance and high performance) (3)unnecessary strengths(low importance and high performance) (4) low priorities(low importance and low performance) While 26 service quality attributes of SERPERF model were significantly related to patient satisfation, only 13 attributes of SERVQUAL model were significantly related. This result suggested that only experience-based norms(SERVPERF model) were more appropriate than expectations to serve as a benchmark against which service experiences were compared(SERVQUAL model). However, it must be noted that the degree of association to overall satisfaction was not consistent. There were some gaps between nurse percetions and patient perception of medical service performance. From the patient's viewpoint, "personal likability", "technical skill/trust", and "cares about me" were most significant positioning factors that contributed patient satisfaction. DISCUSSION This study shows that there are inconsistencies between nurse perceptions and patient perceptions of medical service attributes. Also, for service quality improvement, it is most important for nurses to understand what satisfiers, hygiene factors, and performance factors are through two-way communications. Patient satisfaction should be measured, and problems identified should be resolved for survival in intense competitive market conditions. Hence, patient satisfaction monitoring is now becoming a standard marketing tool for healthcare providers and its role is expected to increase.

• 융합정보논문지
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• 제12권1호
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• pp.153-162
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• 2022

본 연구에서는 화장품 무인매장의 서비스품질과 방문의도와의 관계를 알아보고 친숙성의 조절효과가 나타나는지를 알아보고자 하였다. 이를 위해 설문지 총 190부를 수집하여 통계패키지 SPSS 26.0으로 빈도분석, 탐색적 요인분석, 신뢰도 분석, 상관분석한 주요 결과를 요약하면 다음과 같다. 첫째, 화장품 무인매장의 서비스품질의 구성요소인 유용성, 용이성, 유희성 모두 방문의도에 유의한 영향을 미치는 것으로 나타났다. 둘째, 친숙성 또한 방문의도에 유의한 영향을 미치는 것으로 나타났으며 방문의도에 가장 큰 영향을 미치는 것으로 나타났다. 셋째, 화장품 무인매장의 서비스품질과 방문의도와의 관계에서 친숙성의 조절효과를 살펴본 결과 유용성, 용이성, 유희성 모두 통계적으로 유의하지 않은 것으로 나타나 친숙성의 조절효과는 없는 것으로 나타났다. 이상의 결과로 방문의도에 가장 큰 영향을 미치는 친숙성을 높이기 위해 화장품 무인매장의 홍보나 광고를 강조한 마케팅을 제시하여야 한다.

• 한국실내디자인학회논문집
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• 제20권1호
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• pp.43-50
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• 2011

According to the recent expansion of Trade Shows within the government's policy in exhibition industry, studies about the trade shows needs to be focused more on the attendees related to the environment. In most of the researches related to this topic until now had been biased in terms of economic benefits and the standpoint of organizers. Considering that this study is to improve environment of Trade Shows from an attendees' point of view as an attempt to apply the concept of Service Design which is the activity of planning and organizing people, infrastructure, communication and material components of a service. It is about the idea of bringing service design principles to services in Trade Shows. Good design process brings in a good understanding of the context : understanding the environment and redefining problems from the standpoint of attendees, in order to improve its quality, the interaction between service provider and attendees and the attendees' experience.

• 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.

• 한국기록관리학회지
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• 제11권1호
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• pp.231-252
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• 2011

이 논문은 문화유산기관 아카이브 포탈의 대중화와 지속적인 이용을 위해 퀄리티 포탈에 필요한 요소들을 살펴보았다. 이용자에 대한 이해가 문화유산기관 아카이브 포탈의 성공에 결정적임에도 불구하고 많은 연구가 되어오지 않은 점을 감안하여, 타 포탈들의 퀄리티 분석에 적용된 이용자 중심 평가모델들을 정리하였다. Intrinsic bias를 피하기 위해 triangulation 방법론을 선택하였으며, 이에 서비스 품질(Service Quality), 데이타 품질(Data Quality), 그리고 기술수용모델(Technology Acceptance Model: TAM)을 분석 정리하여 문화유산기관의 아카이브 포탈에 적합한 평가모델을 제시하였다. 제시된 평가모델을 검증하기 위한 99 항목 설문도 제안하였다. 후속 연구에서는 설문의 타당성과 평가모델의 적합성이 실증적으로 검증될 계획이다.

• 보건의료산업학회지
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• 제13권2호
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• pp.15-25
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• 2019

Objectives: Guardians of patients have a great deal of influence on decision-making in the course of care in Korea. The purpose of this study was to explore the effect of nursing service satisfaction on hospital re-use intention in the guardians of patients admitted to comprehensive nursing care units. Methods: The survey was conducted on 151 guardians of patients hospitalized in comprehensive nursing care units of two general hospitals for four months beginning in September 2017. The data were analyzed with descriptive statistics, t-tests, Pearson's correlation coefficient, and multiple regression analyses using SPSS/Win 21 software. Results: Nineteen percent of variance in hospital re-use intention was accounted for by reliability (t=3.31, p=.001), empathy (t=2.49, p=.014), and recommendations from others (t=2.49, p=.014). The explanatory power was significant (F=13.06, p<.001). Conclusions: To promote hospital reuse, nurses need to improve the quality of their nursing services. Emphasis should be on reliability and empathy among nursing service components. It is also necessary to consider ways to encourage guardians who used hospitals to recommend them to their acquaintances.

• 한국유통학회지:유통연구
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• 제12권1호
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• pp.85-104
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• 2007

본 연구는 갈수록 설자리를 잃어가는 재래시장에 있어서 서비스 품질인 물리적 환경, 상호작용적 품질, 결과품질이 거래관계의 질에 미치는 영향과 이러한 관계의 질이 고객의 재방문에 어떠한 영향을 미치는가를 분석하여 재래시장 활성화에 대한 마케팅 측면의 중요성을 제시하고 있다. 이와 더불어 거래관계의 질과 고객의 재방문의 인과관계에 있어 고객의 이용경험과 다양성 추구성향이 어떠한 조정적 역할을 담당하는지도 연구하였다. 실증분석을 위해 재래시장을 방문하는 이용자를 대상으로 설문을 통해 데이터를 수집하였으며 서비스 품질${\rightarrow}$거래관계의 질${\rightarrow}$고객 재방문에 대한 인과적 구성모델에 대해 구조방정식 모델분석을 통해 검증하였다. 구성모델에 대한 분석결과 서비스 품질을 구성하는 환경적 품질, 상호작용적 품질, 그리고 결과적 품질 모두 관계의 질에 통계적으로 매우 유의한 영향을 미치는 것으로 나타났으며 거래관계의 질 역시 고객의 재방문에 중요한 영향을 미치는 것으로 나타났다. 이와 더불어 거래관계의 질이 고객의 재방문에 영향을 미치는데 있어서 이용자의 경험과 다양성 추구성향은 조정적 역할을 충분히 하고 있는 것으로 분석결과 나타났다. 즉, 이용경험이 풍부할수록 관계의 질이 고객 재방문에 더욱 많은 영향을 미치는 것으로 나타났으며 반대로 다양성 추구성향이 낮을수록 관계의 질이 고객 재방문에 더 유의한 영향을 미치는 것으로 나타났다.

• 한국정보전자통신기술학회논문지
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• 제16권6호
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• pp.420-433
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• 2023

ICT 기술의 발달로 데이터를 기반으로 하는 다양한 시스템과 서비스가 도입되면서 데이터, 인프라, 서비스에 대한 신뢰 제공 기술의 중요성이 대두되고 있다. 하지만 기존 ICT 서비스 환경은 특정 서비스를 구성하는 다양한 구성요소의 신뢰(콘텐츠, 인프라, 프로세스, 서비스 제공자 등)를 객관적으로 판단하고 관리할 방법이 없으며, 오로지 서비스 제공자의 자체적인 품질 기준에 의지해야만 하는 한계가 있다. 본 논문은 ITU-T 국제표준 관점의 신뢰성 있는 ICT 서비스 제공을 위한 요구사항, 기능구조, 처리절차를 제공한다. 신뢰할 수 있는 서비스 프로비저닝을 통해 기존 ICT 서비스 주체(서비스 자원, 이해관계자, 사용자)에 신뢰 제공을 위한 부가적인 기능을 추가하여, 관련정보를 수집하고, 분석하여 제공함으로써 사용자는 자신의 요구사항을 기반으로 분석된 신뢰를 기반으로 서비스 구성요소의 신뢰를 고려할 수 있다.