• Journal of the Korea Safety Management & Science
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• v.19 no.4
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• pp.209-219
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• 2017

Logistics companies want to be competitive companies in fierce logistics market and are worrying about securing of differentiated competitiveness for it. The standards judging if logistics industry maintains the competitiveness are based on the satisfaction of users due to the well-established service system that can response not only economic feasibility of logistics costs such as transportation costs, storage costs, unloading charges, information costs, etc. but also diversity and upgradability of logistics needs. Therefore, this study focuses on seeking of service quality improvements with VBSD(Value Based Service Design) model focusing on customer value factors based on Kano model and QFD based service design approach from angles of customer value improvement and service costs reduction.

• Journal of Digital Convergence
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• v.18 no.4
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• pp.55-65
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• 2020

The factors for service quality improvement of frozen and refrigerated warehouses are derived and the differences in perception about service quality improvement between shippers and operators of frozen and refrigerated cargos are analyzed. The objective of this study is to propose quality improvement measures for frozen and refrigerated cargo services using the importance-performance analysis (IPA). As a result, 15 analysis factors were derived. It was found through independent sample t-test that there is no difference in perception about quality improvement between shippers and operators. Furthermore, four top priority investment areas were derived from the IPA: maintaining temperature and humidity, securing variable storage space, on-time stocking and releasing, and providing information service. Meanwhile, inventory management service ability, on-time stocking and releasing, and reliable cargo storage ability needed urgent improvement. This study has industrial implications in that it proposes practical improvement measures for service quality improvement.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.41 no.1
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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.

• Quality Improvement in Health Care
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• v.8 no.2
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• pp.232-243
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• 2001

Background : the hospitals in Korea are in a situation of a severe competition than the past. This situation was resulted from the increase in the number of hospitals and also from the government policy controlling the medical insurance fee. Moreover, consumer's desire for the high quality medical service g\has been significantly increased. Many programs to improve the quality of medical services are being performed in hospitals since the middle of 1990's. Studies up to now reported that more than 10 programs are being performed per hospital in Korea. So far studies have been performed to measure only the number of such programs in a hospital. The purposes of this study are to examine a specific area involved in the programs designed to improve the medical service quality and to suggest a future direction of the such programs. In addition, we hope that the results from this study could assist the programs for the medical service quality. Methods : A mailed questionnaire survey of the QI staffs at hospitals with 400 beds or more was conducted between September 15 and October 30, 2000. Of the 108 hospitals eligible for inclusion in our study, 69 participated, yielding a response rate of 63.9%. Excluding 7 hospital which are not responsed about activities of hospital then 62 hospitals were used for the analysis. Result : The total number of programs was 1,081 from the 62 hospitals participated in the survey. The highest number (24.8 programs) was found in the hospital having more than 800 beds and performing the programs more than 5 years. The 1,081 programs were consisted of 445 from the medical examination area, 343 from the medical examination support area, and 296 from the management area. Conclusion : This study showed the present situation of hospitals in Korea regarding to the quality improvement programs. The results from this study suggest that the pattern of the program for the medical service improvement is being changed to service process and result-centered programs from the structural area.

• Journal of Information Technology Applications and Management
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• v.11 no.4
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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.

• Proceedings of the Korean Society of Crop Science Conference
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• 2019.04a
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• pp.91-91
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• 2019

• Journal of Korean Institute of Industrial Engineers
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• v.35 no.4
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• pp.226-247
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• 2009

The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.

• Journal of Digital Convergence
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• v.17 no.11
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• pp.531-536
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• 2019

The Ministry of the Interior and Safety amends the enforcement ordinance of the public service design method and applies it to the project tasks of each institution and cases of social problem solving and public service innovation are increasing according to service design methodology. This study is to develop the $360^{\circ}$ VR content element in order to deliver the understanding and effective improvement of the service to the consumers in the process of problem discovery and the prototype that visualize the key solution according to the service design methodology. By applying it to the actual public service design project, it was possible to predict the result with high satisfaction after improvement. This paper is meaningful in that it proposes new approach and empirical value to consumers and contribute to the improvement of the service design process as a convergence study on the future service design using the $360^{\circ}$ VR prototype.

• Korea Journal of Hospital Management
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• v.9 no.4
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• pp.70-86
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• 2004

The purpose of this study is to find determinants for service mind and skills of hospital employees to seek ways to improve the service level of hospitals. The past studies focused on the perspectives of customers in finding the solutions for service improvement. However, the existing approach failed in delving into the whole picture of service system. The behind operation of service system(e.g., selection and training of employees, support system) needs to be examined to have a balanced solution of service improvement. The personal characteristics, organizational characteristics, and customer experience were considered as the independent variables in predicting service mind and skills. The data collected in this study was gathered through questionnaire survey with 291 employees in five hospitals - from Sept. 10 to Oct. 16 in 2004. The results are as follows. 1. The regression analysis showed that job satisfaction and service commitment of organization were statistically significant in predicting service mind and skills. 2. The hierarchical regression analysis showed that the effect of hospital type on service mind was explained by service commitment of organization.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2004.11a
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• pp.239-244
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• 2004

A range of problems rave risen as the results of the obligated charter service. Constant lack of operation improvement compared to regular routes and lower quality service are results of business practice by the service providers. lherefore, this study executed an actual research using AHP to present a method for improvement by investigating remote island clnrter service providers. Result shows tint the desirable method is to implement operation evaluation system to induce service providers to consistently put efforts on the operating system development.