• Journal of Korean Society for Quality Management
• /
• v.36 no.4
• /
• pp.102-116
• /
• 2008

The most widely used models to study the quality of service are the SERVQUAL and SERVPERF models that measure service mechanisms. This paper is to estimate service efficiency and consistency for Retail Industry. We tried to measure the service quality and overall satisfaction by using DEA and PCI, degree of combination and top2box which is a little bit different methodology from traditional ones. Rather than using the usual method of converting the service quality index by mean value, the Service Efficiency Index(SEI) and Service Quality Consistency Index(SQCI) are used to measure the efficiency and consistency level, which in turn can be used as the new service quality indices. The result of SEI and SQCI show the efficiency frontier in retail industry that 6 DMUs are analyzed relative efficient DMUs, 12DMUs are inefficient DMUs and retail Industry consistency level appeared low(0.35-0.47) Also, there is a significant difference in terms of efficiency and consistency in the each retail industry. Finally, we showed the summarized result as the Effi-Con Matrix.

• The Journal of the Korea Contents Association
• /
• v.10 no.1
• /
• pp.426-435
• /
• 2010

The object of this study was to develop an index of service quality of waterparks and verify the validity and reliability of the index. This study represents the waterparks user population in 2009, and 250 people were extracted by using the purposive sampling method. In other words, five locations have major waterparks were chosen and 50 people per each location were collected. Conference, panel survey, exploratory factor analysis and confirmatory factor analysis were performed to verify the validity of the questionnaire while item analysis, interrater reliability and internal consistency reliability were conducted to probate the reliability. Through these methods and procedures, the results of this study like these; (i) Validity of this index was significantly high and the index include amenity/cleanness, safety, price, programs, facilities, accessibility and promotion. Among them, amenity/cleanness was the major factor for the validity value; (ii) Reliability of this index was also high. There are high correlations between questions and fields and questions and total score. And the Cronbach's $\alpha$ values of the internal consistency reliability was over 0.603 except in the case of promotion which was below 0.6. After all the analysis, the index of service quality proved to be very proper and reliable index. Therefore, the major factors of service quality have to be figured out and reflected to the management innovation to improve service quality of waterparks.

• Journal of Korean Academic Society of Home Health Care Nursing
• /
• v.8 no.2
• /
• pp.159-170
• /
• 2001

Client(patient) satisfaction has been used for a variety of purposes in different settings, yet, those receiving home care services have been the focus of few satisfaction studies. Satisfaction is considered an indicator of quality of care and is also being used to assess the performance of home care providers and home health care delivery at multiple levels. The aim of this study was to develop the tool for evaluating client satisfaction in several aspects with home care service while maintaining or achieving acceptable reliability and validity. Firstly, Client Satisfaction Instrument made preliminary of 43 items composed basic 6 criteria and 7 indicators, based on a review of literature, quality improvement and client satisfaction findings in home care. Secondly, there were consisted in two expert panel groups who were made in professionals of research and practice in home care field. The tool was modified to 6 criteria and 7 indicators, 25 items after reviewing by two expert panel groups. The content validity index of the tool was above 0.8 and the results of internal consistency was more than 0.8 in all items. Finally. The Client Satisfaction Instrument in Home Care Service was made up 6 criteria such as client satisfaction of nurses's instruction of home care educational need. knowledge/technique/attitude of homecare nurses's performance. interpersonal relationship and emotional support of nurse. easiness of homecare accessibility, continuity of homecare service. overall efficacy of homecare use, 7 indicators. and 25 items. The results of evaluating client satisfaction will be able to contribute in quality improvement and service marketing in home care.

• Journal of Korean Society of Forest Science
• /
• v.100 no.4
• /
• pp.672-680
• /
• 2011

The purpose of this study has been carried to develop a criterion for the selection of evaluation factors on Forest Carbon Cycle Community(F.C.C.C) based on the result of survey of 96 participants who were operation managers on mountain eco village(31), relevant experts(33), and officers of local government(32). For analysis of the results of survey, DHP(Delphi Hierarchy Process) method was used which is a combination of Delphi method and AHP(Analytic Hierarchy Process) method. The key factors on selection of a suitable area to launch F.C.C.C. project of Korea Forest Service was selected under three hierarchical classes. Class 1 comprises 3 indices(Physical resource index, Human resource index, Vision index), and Class 2 which contains 10 indices (Existing resource, Surroundings resource, Forest biomass resource, Humanities Social quality, Local resident participation, Leader's ability, External support, Planning of operation, Capability of operation, and Effect of operation). Class 3 is sub-level class of class which possess 38 indices. From the results of analysis, Consistency Index(C.I) of each index in the 3 classes was used as evaluation factor. In Class 1, index 'human resources' showed highest Consistency Index(0.454). In Class 2, index 'forest biomass resources' was the highest Consistency Index(0.376) in 'physical resources' of Class 1, index 'leader's ability' was the highest Consistency Index(0.326) in 'human resources' of Class 1, and index 'planning of operation' was the highest Consistency Index(0.346) in 'vision' of Class 1. In Class 3, relative importance of 38 index including 'Joint ownership land security(C.I.-0.266)' was evaluated. Based on the result of this study, a criterion for the selection of evaluation factors for F.C.C.C was developed and the evaluation criterion is expected to be use to select of a suitable area to launch F.C.C.C. project since 2011.

• Quality Improvement in Health Care
• /
• v.3 no.1
• /
• pp.104-124
• /
• 1996

Background : In these days, the health care organizations have concerned about customer-centered care in order to empower the competitiveness on the health care markets. The departments working for quality management of the hospitals have used health care quality indicators in terms of medical areas as well as service areas of the hospitals. However, there were insufficient efforts to develop the credible measurement to seek the customers' needs, their expectations and their satisfaction levels related to health care services because various kinds of challenges were in the process of scale development to measure customers' satisfaction in health care. The purpose of this study was to develop the satisfaction scale to health care services in a Korea health care organization and to test its tool with validity and reliability. Method : The concept of this tool was acceptability that one of the components of health care quality defined by Donabedian. Acceptability has the five dimensions of concept: Accessibility; Patient-Practitioner Relations; Amenities; Patient Preferences as to the effects of care; and Patient Preferences as to the costs of care. The Satisfaction Tool to Health Care Services was reviewed by expert panel with five researchers, including hospital managers and a professor related to quality management of the hospitals. As a result, the content validity index was .84 in the outpatient satisfaction tool. The inpatient satisfaction tool had .87 of the content validity index. The Satisfaction Tools to Health Care Services finally consisted of 44 items for outpatients/their families and of 60 items for inpatients/their families. Study subjects of the construct validity test were 479 outpatients/their families and 561 inpatients/their families who visited or admitted at a University hospital from July 1, 1996 through August 10, 1996. The data were examined by Factor Analysis with SPSS. Result : The items of Satisfaction tools for outpatients/their families were categorized by eleven factors with eigenvalue greater than 1.0 accounting for 64.2 percent of the variation in item scores. Also, the items of inpatient tool had eleven factors with eigenvalue greater than 1.0 accounting for 60.3 percent of the variation in item scores. The reliability of overall scale were .95 and .96 for the outpatients/their families satisfaction scores and inpatient/their families satisfaction scores. The internal consistency reliability with eleven factors was ranged from .30 to .94 for inpatients/their families. The Satisfaction Tool with eleven factors for inpatients/their families had internal consistency reliability ranged from .53 to .89. Conclusion : The Satisfaction Tools to Health Care Services focused on outpatients/their families and inpatients/their families developed in this study had a high reliability and the strong evidence of content validity and construct validity based on quality concept. Therefore, this tool would be utilized as a credible quality indicator of health care services to assess the quality problems and to monitor the quality improvement activities in Korean Health Care Organizations.

• The Korean Journal of Food And Nutrition
• /
• v.20 no.1
• /
• pp.20-26
• /
• 2007

The characteristics of sponge cake were investigated with various flour types and amounts of ginseng powder. Sponge cake made with medium flour in combination with 2 and 4% mixtures of ginseng powder was found to be optimal as a cake flour control, being unaffected by the addition of ginseng powder. The results of alveogram showed that increment of ginseng powder decreased over pressure(P), extensibility(L) and swelling index(G) value. Farinogram, consistency, water absorption, stability, time to breakdown and the farinograph quality number all decreased with increasing ginseng powder however, the longest development time was the medium flour with a 2% ginseng powder mixture. Water activities were not significantly affected by addition of ginseng powder, however the 2% ginseng powder mixture showed a slight decrease in water activity. Addition of ginseng powder caused an increase in darkness, as well as redness and yellowness. The results of the sensory test suggest that the 2% ginseng powder mixture was preferable for the cake flour control.

• Journal of the East Asian Society of Dietary Life
• /
• v.21 no.4
• /
• pp.553-562
• /
• 2011

The purpose of this study was to promote the consumption of rice by substituting goami powder for flour when making muffins. Goami powder was prepared in different particle sizes by grinding the powder for 5 min. 10 min. 15 min. and 20 min. Precisely 72.62% of the goami powder, particles were smaller than 75 ${\mu}m$, after grinding the powder for 20 min. with a consistency similar to that of flour (78.86%). To determine the optimal amount of water for goami powder muffin batter, the viscosity of both the flour and the goami powder batter was measured. The appropriate water quantity for goami powder muffins was set at 105 mL. The volume index of flour muffins was 132 mL, while that of the goami powder muffin (GM1, GM2, GM3 and GM4) was 123 mL, 119 mL, 119 mL and 118 mL, respectively. The hardness of the flour muffins, measured by a texture analyer, was 2.03${\times}10^3$ g/$cm^2$, The hardnesses of the goami powder muffins were 2.83${\times}10^3$ g/$cm^2$ for GM1, 2.44${\times}10^3$ g/$cm^2$for GM2, 2.33${\times}10^3$ g/$cm^2$ for GM3, and 2.36${\times}10^3$ g/$cm^2$ for GM4. The L-values and moisture content of the goami powder muffins were higher than those of the flour muffins. In a sensory evaluation the overall preference was the highest for flour muffins. However among the goami powder muffins, GM3, which was made with goami powder ground for 15 min. was the most preferred.