• Journal of the Korea Safety Management & Science
• /
• v.19 no.4
• /
• pp.273-282
• /
• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• Proceedings of the IEEK Conference
• /
• 2000.11c
• /
• pp.185-188
• /
• 2000

The Naming Service is central to most common object request broker architecture(CORBA) applications. It serves as a directory for CORBA objects-the building blocks of CORBA applications. As the Windows computing environment is disseminated, the performance features of the existing CORBA is becoming of great interest. Thus, in this paper, we intend to examine some performance features of three commercially-available Naming Service implementations of CORBA in strictly Windows (NT and 98) environment.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.28 no.3_4
• /
• pp.483-490
• /
• 2004

By using the formerly established SERVQUAL Model, measurement methods and determinant variables in the other papers for the Service Quality, this study first focuses to find out the difference consumers' evaluation between before-experience and after-experience of the educational service, and second, to examine the difference consumers' evaluation between before-experience and after-experience of the educational service according to pre-recognition degree for the subjected educational service quality. The results are derived as follows. 1. As a consequence of the simulation, the consumers distinctly tend to recognize importance of human concern and visual aspect after experience of educational service. 2. Between the group with more pre-recognition degree and less pre-recognition degree for the subjected educational service quality, have no difference.

• Journal of Korean Society for Quality Management
• /
• v.45 no.4
• /
• pp.811-828
• /
• 2017

Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.

• Journal of Digital Contents Society
• /
• v.11 no.4
• /
• pp.473-478
• /
• 2010

Applying ubiquitous computing technology continues to develop services and to use it also has developed a variety of devices. However, classification of ubiquitous computing service (UCS) is ambiguous and evaluation criteria of UCS are difficult to be applied. In this paper, we define the characteristics and classification of UCS and based on evaluation criteria are derived. In addition, we propose a checklist of evaluation criteria to support the user's choice using UCS.

• The Journal of The Korea Institute of Intelligent Transport Systems
• /
• v.6 no.3
• /
• pp.153-164
• /
• 2007

Nowaday, in Korea, many u-City projects have been developed as a core business in the new town development project by national or local level of government. However, the new business projects have some problems, such as excessive number of u-services, increased project funds and period, and lower u-services due to lack of u-service evaluation methodologies. Therefore, this paper proposes a new u-service evaluation methodology to solve current problems. The methodology gives an ability to guard general u-service groups for reaching the main goal of the u-City project, and then select alternative u-service groups against being limited by the law and technology in the project year. Besides, as a key variable on performing u-City plans, the complexity between stakeholders is considered in the methodology. Finally, through the Optimal Sequential Method in the methodology, the maximum value of u-service group is obtained as a optimal service group of u-City.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.25 no.6
• /
• pp.1155-1166
• /
• 2001

The purposes of this research were 1) to identify shopping orientation according to customer's personality type, 2) to examine perceived importance of service and satisfaction of service related to customer's personality type, 3) to find the relationships of evaluation of salesperson's service and re-purchase intention in each of customer's personality types. The data were collected via self-administered questionnaires from 434 female formal wear shoppers. and were analyzed by frequency, factor analysis, ANOVA, Chi-square test, and multiple regression analysis. The results of this study were as follows: Shopping orientations varied according to customer's personality type. E type had stronger Hedonic/self-confidence than I type, F type had higher Depending decision making than T type and P type had higher Quick decision making than J type. And service items satisfied the customers with a certain personality type. E type was satisfied with timely and proper A/S, not forcing to purchase and trustful behavior of salesperson more than I Type was. And also with expertise, individualized care, polite attitude, and merchandising promotion. N type was satisfied with individualized care more than S type was. A service evaluation criterion affected the re-purchase intention for a customer with a certain personality type. Customer's convenience in E. I. S, N, T, F, J types had a significant effect on re-purchase intention. And Expertise/ care in E, N, T, J types had a positive effect on re-purchase intention. also Politeness in E, I, S, N, T, J, P types did. But in only E type, Merchandising promotion affected re-purchase intention.

• Culinary science and hospitality research
• /
• v.15 no.3
• /
• pp.166-178
• /
• 2009

The purpose of this study was to understand the influence of corporate association in family restaurants upon the customer's service valuation and company evaluation and to empirically analyze whether the service valuation plays a mediating role between the corporate association and the company evaluation. Self-administered questionnaires were completed by 301 customers and the data were analysed by frequency, factor analysis, reliability analysis, correlation analysis and multiple regression analysis. The primary results are as follows. Multiple regression analysis, to verify the hypothesis, showed that corporate association(corporate competence association $\beta$=0.636; corporate social responsibility association $\beta$=0.091) in family restaurants had positively significant influence upon service valuation, and service valuation($\beta$=0.567) had positively significant influence on company evaluation. As a result of analyzing the mediating effects, the direct effects(corporate competence association $\beta$=0.166; corporate social responsibility association $\beta$=0.123) of the corporate association in family restaurants upon customer's corporate evaluation were indicated to be smaller than the total effects(corporate competence association $\beta$=0.430; corporate social responsibility association $\beta$=0.161). Accordingly, the partial mediating effect was surveyed to exist that has influence upon company evaluation through service evaluation without explaining 100% directly in evaluation on corporate association.

• Transactions of the Korean Society of Automotive Engineers
• /
• v.24 no.5
• /
• pp.495-503
• /
• 2016

Regulation for the testing and operation of autonomous vehicles on public roadways has been recently developed all over the world. For example, the licensing standards and the evaluation technology for autonomous vehicles have been proposed in California, Nevada and EU. But specific safety evaluation scenarios for autonomous vehicles have not been proposed yet. This paper presents safety evaluation scenarios for extraordinary service permission of autonomous vehicles on highways. A total of five scenarios are selected in consideration of safety priority and real traffic situation. These scenarios are developed based on existing ADAS evaluation and simulation of autonomous vehicle algorithm. Also, Safety evaluation factors are developed based on ISO requirements, other papers and the current traffic regulations. These scenarios are investigated via computer simulation.

• Journal of Information Technology Services
• /
• v.15 no.3
• /
• pp.97-114
• /
• 2016

One of the key success factors for the intelligent IT service which is characterized by personalization and automation, is to obtain relevant data from either sensors or data storage for reasoning, analyzing and forecasting. The availability of the open data sources such as public portal sites remarkably increases the efficiency and quality of the intelligent IT service. However, with the condition that not all data in the existing public or private sites are opened or have various types of openness, it prohibits the value of utilization. For these reasons, it is highly required to evaluate the extent of openness of data storage. However, there are only a few studies which explore the factors which affect the degree of data openness with respect to intelligent IT services. Hence, this study aims to propose an evaluation model including the indices to evaluate a process of opening data for the intelligent IT service from a viewpoint of data utilization process. The indices are applied to evaluate the actual multinational websites, which provide public data for verification. We also discuss the implications of the evaluation according to the results.