• 산업경영시스템학회지
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• 제36권4호
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• pp.38-44
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• 2013

Smart phones have brought rapid changes in this competitive world. Smart phone application developers are trying their best to consider the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years. This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model (SQPM) and process capability index (PCI). The service quality performance model is used to identify service items that require improvement. Process capability index is used as a measure for prioritization of those improvements. Case study was carried out to search out important communication application service attributes. customer satisfaction level data was collected for users who used the application service. A total of twenty four service attributes were found during this survey. Using the joint approach of SQPM and PCI, five significant service attributes were prioritized for service quality improvement.

• 품질경영학회지
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• 제50권1호
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• pp.1-19
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• 2022

Purpose: The purpose of this study is to design a system for quality management and improvement of overall public services. Methods: Literature Review, Framework Design Method, Case Studies Analysis Results: Public Service Quality Management Principles, Definition of Public Services Quality Management Areas, Quality Management Guidelines, Service Quality Management Tools Conclusion: In this study, a study case of the public service quality management framework, which is a system that supports overall quality management and continuous quality improvement of public services, is presented. The management system was designed based on the existing research results and domestic and foreign cases of public service standardization, targeting the entire public service.

• Journal of Information Technology Applications and Management
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• 제11권4호
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• 품질경영학회지
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• 제48권2호
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• pp.309-328
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• 2020

Purpose: The purpose of this study is to find a way to improve the quality of medical tourism education services in Korea. Methods: This study used a method of conducting a survey of students who have completed medical tourism education and customer satisfaction coefficient and potential customer satisfaction index were calculated by applying the Kano model. Results: The results of this study are as follows; First, Eight medical tourism education service quality factors were classified as an attractive quality attribute. Second, Thirteen medical tourism education service quality factors were classified as an one-dimensional quality attribute. Third, Online education operation factor was classified as an indifferent quality attribute. Fourth, Instructor quality factor and physical environment quality factor showed relatively high better and high worse coefficients. Finally, According to the PCSI index, it was found that the scope of improvement was the largest when focusing intensively on the quality factors of instructors. Conclusion: This study suggests strategic implications for nurturing excellent professional manpower through quality improvement of education services by identifying the quality factors of major medical tourism education services perceived by students.

• 한국의료질향상학회지
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• 제7권2호
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• pp.244-261
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• 2000

Background : In order to cope with changes in the management environment at hospitals, increased interests are drawn in patient foodservice system on Continuous Quality Improvement Activity as the method of approaching a quality food service and effective management. Thus, as a part of this activity, this study was conducted to evaluate job flow improvement that was already performed and the results of that process at the dietetic department of a university hospital, focusing on improving management. Method : On February 15 of 1998. the dietetic department formed a job flow-improvement to decide on the priority of job flow improvement, and prepared specific action strategies and schedule of the priority: after a 5 month process period, job improvement achieved on June 15. 1998. Also, economic achievement of the task was evaluated through labor productivity analysis and cost-benefit analysis. Results : The patient food service system which was managed decentralized at the present hospital was centralized, some steps of the food service process were integrated, and quality of patient food was improved. Also, as a solution of the problems expected when conducting job flow improvement was made on food service equipments and utensils. The result of evaluating the job flow improvement that labor productivity improved by 18.2% compared to before the improvement and the result of the analysis of cost-benefit showed that Benefit-Cost (B/C) ratio was 2.22. showing financial merit on the investment. Conclusions : Continuous Quality Improvement Activity needs to be initiated and conducted in the future in various areas of hospital foodservice system in order to actively adopt to ever changing hospital management environment. In order to achieve this goal, many researches and more efforts need to be put in by people in charge of hospital food service management, and interests and support are needed from hospital policy makers.

• 유통과학연구
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• 제17권12호
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• pp.43-54
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• 2019

Purpose: Marine transportation companies must improve service quality to secure competitive advantage and continuous relationships with customers. This study explores the value and necessity of service quality in the industry by empirically identifying the factor that would have the largest effect on the improvement of service quality, also examining whether such improvement may actually influence continuous relationships. Research design, data and methodology: Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 281 questionnaires were collected, but 68 were excluded owing to invalid responses. Results: Information service attribute had the largest effect on service quality, whereas communication did not demonstrate a significant influence. In addition, distribution and information services exerted a positive effect on service satisfaction through service quality, and finally influenced relationship continuity. Conclusions: The results shows that marine logistics service quality strategies which were centered on time or local factors, should be considered in terms of the development of innovative services. In particular the improvement of information service systems and strategies in changed business environment.

• 품질경영학회지
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• 제36권4호
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• pp.37-46
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• 2008

There are big differences in six sigma projects between manufacturing processes and transactional/service processes. This paper analyzed the differences between the two areas by examining 18 six sigma case studies in Korean companies. To characterize six sigma case studies, step-by-step questions and check criteria were developed based on 12 step DMAIC methodology. On the basis of those characterized data, the differences between two areas were analyzed. Significant differences were found in the number of CTQs, validation of measurement systems, methods to determine improvement objectives, the methods to elicit improvement plans and types of control systems. The most significant difference was that statistical tools were widely used in manufacturing processes, but qualitative tools were used in transactional/service processes during improvement phase.

• 한국콘텐츠학회논문지
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• 제20권6호
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• pp.342-353
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• 2020

본 연구는 Kano 모델의 이원적 품질분류와 잠재적 고객만족 개선 지수(PCSI Index)를 기반으로 드럭스토어와 백화점 내 화장품 매장의 서비스 품질을 비교, 분석하여 서비스 품질 개선 우선순위 요소들을 파악하고, 제시함으로써 화장품 매장의 서비스 품질 개선을 위한 기초자료 제공을 목적으로 하였다. Kano 모델 분석의 평가이원 표에 대입하여 품질 특성을 분류하고, 고객만족 계수(CSC)와 PCSI 지수를 이용해 화장품 서비스 품질 요소들의 개선 우선순위를 진행하였다. 그 결과, Kano 모델을 활용한 분석에서 드럭스토어와 백화점 화장품 매장 서비스 품질 요소에 대한 대부분의 항목이 매력적 품질 요소로 평가되었다. PCSI 지수 비교 결과, 드럭스토어 화장품 매장의 경우 '신뢰성', '반응성', '공감성' 항목이, 백화점 내 화장품 매장의 경우 '공감성', '신뢰성' 항목의 품질 요소들이 개선 우선순위가 높은 것으로 나타나, 해당 요소가 개선될 경우 고객 만족도가 향상될 잠재력이 높은 것으로 나타났다. 본 연구를 통해 드럭스토어와 백화점 화장품 매장의 서비스 품질 분류 및 고객 만족도 향상을 위한 개선 우선순위가 파악됨으로써 실무적인 시사점이 제공되어, 향후 고객 만족도 향상을 위한 지침 수립에 기여할 것으로 사료된다.

• 산업경영시스템학회지
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• 제41권1호
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• pp.118-127
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• 2018

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano's method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.

• 한국도서관정보학회지
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• 제54권1호
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• pp.115-142
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• 2023

본 연구의 목적은 공공도서관 노인 서비스 품질의 품질 속성을 Kano 모델에 근거하여 분류하고 만족계수와 불만족계수를 도출해 서비스 품질의 우선 개선순위를 제시하는 것이다. 이를 위해 경상북도 의성군 A 도서관을 이용하는 노인이용자를 대상으로 LibQUAL+의 22개 문항으로 설문을 구성하였다. Kano 모델에 기반하여 LibQUAL+의 3가지 영역으로 부문별 품질 요인들을 분류하고 Timko의 고객만족계수를 통해 각 서비스 품질마다 이용자가 느끼는 만족 지수와 불만족 지수를 산출하였다. 이를 바탕으로 잠재적 고객 만족개선지수(PCSI Index)를 구해 실제 요구사항이 충족되었을 때 이용자 만족이 얼마나 개선될 수 있는지 파악하였다. 분석 결과 서비스 품질 속성은 매력적 품질 9개, 일원적 품질 7개, 무관심 품질 1개, 당연적 품질 5개로 분류되었다. 서비스 품질 개선 순위에서 1위는 '도서관 전자자료의 자유로운 교외접속', 2위는 '연구, 학습에 필요한 인쇄 및 전자저널 소장', 3위는 '필요한 정보를 찾을 수 있도록 하는 도서관 홈페이지'로 조사되었다. 연구 결과는 노인 서비스 제공 시 우선적으로 관리 및 개선해야 할 품질 요인을 제시하는데 활용될 수 있을 것으로 기대한다.