• Management & Information Systems Review
• /
• v.30 no.2
• /
• pp.57-79
• /
• 2011

One of the fastest growing sector in tourism industry is MICE industry due to globalization among the countries in various parts including business, politics, and cultural exchange. The objectives of this research can be in two fold: firstly, to evaluate the convention service quality and categorize them into three groups, basic service, performance service and exciting service; secondly, to provide the exciting service as a recovery program to restore customer satisfaction and their intention to reuse when the basic or performance service failure occurs. The results are as follows: among the four dimensions of the service quality, only the availability of information and the employee's performance were effected by the exciting service quality. Secondly, employees's performance can only be effected by the exciting service when customer service factor is included prior to the events. Thirdly, the following dimensions of services were not selected to be effective by the exciting services: conditions of physical facility, related infra-structure, the process of customer service and the program. Fourthly, only the additional services and events were selected to be the effective exciting services for the recovery program.

• Journal of the Korean Applied Science and Technology
• /
• v.40 no.6
• /
• pp.1498-1505
• /
• 2023

This study attempted to investigate the difference in service orientation according to the individual characteristics of hair salon workers, and to identify the internal marketing factors of hair salon that influence service orientation. Questionnaires for empirical research were collected from hair salon workers in Gyeongnam, and the results of analyzing the collected questionnaires through IBM SPSS Statistics 26 are as follows. First, as a result of analyzing the difference in service orientation according to the individual characteristics of hair salon workers, the '40s or older' group and the 'working period of 10 years or longer' group showed statistically higher service orientation than other groups. Second, as a result of analyzing the causal relationship between internal marketing and service orientation, it was found that welfare, compensation system, education and training of internal marketings had the statistical effect on service orientation, and in particular, the compensation system had the strongest effect on service orientation. Therefore, service orientation for customers should be improved through internal marketing activities that take into account the individual characteristics of hair salon workers. The improvement of service orientation means the customer's intention to reuse, suggesting that ultimately the management performance of hair salon companies can be further improved.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.46 no.2
• /
• pp.82-101
• /
• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• Journal of Korean Medicine Rehabilitation
• /
• v.25 no.3
• /
• pp.65-79
• /
• 2015

Objectives The aim of this study is to identify the satisfaction of Korean medicine treatment by traffic accident. Methods This study was carried out 103 cases of traffic accident patients which had been treatment in Dongshin university Korean medicine hospital and Chung-Yeon Korean medicine hospital from June, 2014 to September, 2014. The survey used by preceding articles was accepted for assessment of the satisfaction degree of patients in this study. All data were coded by SPSS v18.0 and analyzed by descriptive maneuver, x2-test, T-test and correlation. Results According to the survey, 93.2% of patients included this study were hospitalized in the Korean medical hospital within 2 weeks from TA and 90.3% were satisfied with the current medical service. The answer that Korean medicine is superior to western medicine for TA treatment was the main reason for selecting Korean medical hospital. 46.6% of patients satisfied Acupuncture treatment and 29.1% of patients satisfied Korean physical treatment. There were no differences in the satisfaction degree with sex, age, education and occupation. The satisfaction degree of the current Korean medical service was significantly correlated with doctor's service, use the procedure and reuse intention. Conclusions We could see that the satisfaction of Korean medicine treatment is relatively high. The continuous and repetitive research is needed in order to improve the quality of Korean medicine hospital service and the satisfaction of patients by traffic accident.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.41 no.3
• /
• pp.50-60
• /
• 2018

The use of Project Management Information System (PMIS) is increasing in project management industries such as construction, defense, manufacturing, software development, telecommunication, etc. It is generally known that PMIS helps to improve the quality of decision making in project management, and consequently improves the project performance. However, how much and which parts of project management performance are affected by PMIS still need to be studied further. The purpose of this study is to investigate the impact of PMIS quality on project management performance. We collected data from various project based industries such as construction, defense, manufacturing, software development and telecommunication by using survey questionnaire. PMIS quality was measured in three dimensions. They are system quality, information quality and service quality. Project management performance was measured in nine variables such as time reduction, work accuracy, cost management, etc. Statistical analyses such as multiple regression were used to analyze the data. The results showed that PMIS quality had significant impacts on the project management performance and user satisfaction. It was notable that only two dimensions out of the three PMIS quality dimensions, system quality and information quality, affected the project management performance. Also, it was found that PM performance played a mediating role between PMIS and user satisfaction, and between PMIS and reuse intention. The contribution of this research is that it helps to clarify what aspects of PMIS affect the project management performance and user satisfaction.

• The Journal of Information Systems
• /
• v.23 no.1
• /
• pp.225-246
• /
• 2014

With the recent establishment of a ubiquitous environment and the paradigm shift to a smart society, the use of mobile devices, such as smart phones and tablet PCs, has become widespread. Thus, the trend is gradually shifting from using Web-based Instant Messenger to using Mobile-based Instant Messenger. Mobile Instant Messenger refers to a service that allows instant messaging as well as data sending and receiving between individuals with exclusive application programs(mobile Apps), which can be used in portable devices-such as smart phones-with wireless Internet access. Korea's portal sites, telecommunication companies, and even big companies have all rushed into the MIM market to join the competition. The reason so many companies are showing interest in the MIM business is because it is rising as a core platform to substitute portal sites in the mobile society, and MIM is perceived as the best means to attract and secure users. The intention to reuse or use continually was considered an important factor in maintaining a dominant position amidst such fierce competition, and consequently, most research thus far has reflected such thought. However, the frequent or long-term use of a system alone cannot indicate the definite success of the system, nor guarantee its dominant position in the market. On the contrary, MIM dependence, which goes beyond simple repetitive use and indicates a state where users actually or emotionally depend on a specific system, can better explain the user action. However, not much research has been conducted on dependence. The research results showed that lively message, concise message, message responsiveness, and social belonging significantly affected perceived usefulness. Message responsiveness, Link, and social belonging significantly affected flow. Flow significantly affected MIM dependence, and perceived usefulness did not affect MIM dependence. This study has proven that lively message, concise message, message responsiveness, Link, social belonging and perceived usefulness are important antecedents and mediating factors of MIM dependence. Moreover, this study is significant in that it explains the overall process of MIM dependence, and expands on the variety and scope of research that can be applied to MIM-related studies.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.22 no.1
• /
• pp.713-718
• /
• 2021

This study was conducted to clarify the role and importance of dental hygienists in improving patient satisfaction in dental medical institutions, and to improve the social position, working conditions, and environment of dental hygienists. This study evaluated the impact of dental hygienists on dental satisfaction, revisits, and doctor recommendations for patients who had received prosthodontic treatment at dentistry in the last 10 years. This study analyzed the data from 166 survey questionnaires from June 1, to July 2, 2020. For data analysis, the SPSS Ver 23.0 program was used to calculate frequency and percentage, mean and standard deviation of the variables, Pearson correlation analysis, and multiple regression analysis. As a result, the average quality of medical services provided by dental hygienists among prosthetics was 4.05, the average dental satisfaction was 4.27, the average revisit was 3.97, and the average recommendation was 4.01. As a result of Pearson's correlation analysis, there was a significant positive correlation between each variable (P<0.01). As a result of multiple regression analysis, the level of knowledge appeared as a factor affecting dental satisfaction (P<0.05). The factors influencing both the revisits and the intention to recommend were the level of knowledge and the level of education (P<0.05).