• 한국전자통신학회논문지
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• 제6권6호
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• pp.823-829
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• 2011

본 논문은 현재 상용화되어 국내에서 서비스가 제공되고 있는 무선 접속 시스템인 와이브로 네트워크를 통해서 패킷기반 음성 서비스가 제공되는 경우 예상되는 서비스 품질에 관한 것이다. 무선 환경에서 패킷기반 음성 서비스를 위한 체계적인 서비스 품질 관리 방안 수립을 위한 노력의 일환으로 이미 개발된 품질 측정 소프트웨어[2][3]를 이용하여 다양한 시나리오 하에서 음성 서비스의 품질을 측정하였다. 측정 결과의 분석을 통해서 현 시점에서 와이브로 네트워크를 통해서 음성 서비스가 제공될 경우 서비스 품질이 상당히 양호할 것임을 확인할 수 있었다. 추가적으로 무선 전송 환경의 변화가 음성 서비스의 품질에 미치는 영향을 알아보기 위한 또 다른 실험을 통해서 음성 서비스 품질의 급격한 저하 현상이 나타나는 무선 품질 지표의 값을 확인할 수 있었다.

• 한국전자통신학회논문지
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• 제7권2호
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• pp.249-255
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• 2012

본 논문은 현재 상용화되어 국내에서 서비스가 제공되고 있는 무선 접속 시스템인 HSDPA (High Speed Downlink Packet Access) 시스템을 통해서 패킷기반 음성 서비스가 제공되는 경우 예상되는 서비스 품질에 관한 것이다. 무선 환경에서 패킷기반 음성 서비스를 위한 체계적인 서비스 품질 관리 방안 수립을 위한 노력의 일환으로 이미 개발된 품질 측정 소프트웨어[2][3]를 이용하여 다양한 시나리오 하에서 음성 서비스의 품질을 측정하였다. 측정 결과의 분석을 통해서 현 시점에서 HSDPA 시스템을 통해서 음성 서비스가 제공될 경우 서비스 품질이 상당히 양호할 것임을 확인할 수 있었다. 추가적으로 무선 전송 환경의 변화가 음성 서비스의 품질에 미치는 영향을 알아보기 위한 또 다른 실험을 통해서 음성 서비스 품질의 급격한 저하 현상이 나타나는 무선 품질 지표의 값을 확인할 수 있었다.

• 품질경영학회지
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• 제37권1호
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• pp.80-90
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• 2009

Nowadays, there are many companies which employ the SQI measurement to assess service quality. The purpose of this study is to measure the service efficiency for Bank Industry. In this paper, we tried to measure the efficiency of service quality and overall customer satisfaction by using Data Envelopment Analysis(DEA). Rather than using the usual method of converting the Service Quality Index(SQI) into mean value, we applied CCR/BCC models in DEA to service quality efficiency. Also, DEA/PS Model is recommended as appropriate model for evaluating service efficiency by complementing the shortfalls of the weighted value of DEA Model. In this study, six dimensions of service quality were considered as input variables and output variables(overall customer satisfaction, reusing intention, and word of mouth). The result of this study statistically verifies that 5 DMUs are relatively efficient, and intensive activities for service efficiency are needed for 20 sample branches. Managerial implications based on the analysis were suggested.

• 한국의료질향상학회지
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• 제22권1호
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• pp.11-26
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• 2016

The Organization for Economic Cooperation and Development, which has continuously evaluated the performance of healthcare systems, has recently invested much effort into hospital performance measurement. The purpose of this paper is to introduce the hospital performance measurement programs operated by international organizations or at the national level based on the OECD's hospital performance project. Health Insurance Review & Assessment service (HIRA)'s quality assessment was analyzed based on the analytical framework of the OECD's hospital performance project. The hospital performance measurement programs of WHO, Canada, Australia, United States and United Kingdom are briefly explored, in view of the conceptual framework, key performance dimensions and indicators that are currently in use. The OECD suggested seven key dimensions of hospital performance: timeliness, efficiency, continuity, effectiveness and appropriateness, staff orientation, patient orientation and safety. The analysis of the quality assessment program of HIRA, which operates 36 diseases and procedures and 347 indicators, shows that the numbers of indicators are relatively small in the areas of safety, patient centeredness and efficiency. Continuity of care and staff orientation are not fully developed also, but the situations are similar in other countries. In conclusion, hospital performance measurement using stable and comprehensive data should be developed to improve overall system performance, and discussions on a conceptual framework that can lay out directions and key performance domains need to take into place.

• 경영과학
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• 제23권3호
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• pp.119-132
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• 2006

Since the guaranteed service quality(QoS) is spotlighted as a strategic competitive tool to Broadband Convergence Network(BcN) service providers, many scholars have dealt with QoS issues in the BcN environment. However, just a few researchers focus on end-users and most are lean toward service providers or technology itself. In this paper, therefore, we investigated how end-users could measure service quality in the BcN environment, and moreover, proposed the end-user oriented measurement guideline for BcN QoS. Through literature review and two surveys, four QoS dimensions and nineteen measurement items were derived from end-user's perspective. proposed QoS dimension and items would be utilized as meaningful tools for future BcN service.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.151-156
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• 2010

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommumication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here.

• 정보학연구
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• 제12권3호
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• pp.49-57
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• 2009

This Paper provides perceptual metrics for video quality based on properties of human visual system, and audio quality based on human audition. All metrics work without reference signals, allowing non-intrusive, in-service measurements. A simple and easy-to-learn user interface displays the metrics and saves them in popular file formats like CSV. In this paper, proposed method was able to various and corrective measurement for the multimedia service video quality. As that it was able to application to set up service guide line and the methode of measurement and system for the set up standardization of the high quality video service.

• Architectural research
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• 제18권1호
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• pp.21-29
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• 2016

Importance of FM has rapidly increased because of its growing business. However, due to lack of clarity and identity of FM in professional areas, standardization of FM became to be imperative in such a rapidly changing global business environment. Facility services are defined as the provision of support the primary activities of an organization, delivered by an internal or external provider. Majority of FM activities are services related to 'space and infrastructure' and 'people and organization' (CEN, 2011). The purpose of this study is to investigate definitions and characteristics of FM from both globally and domestic environment, by comparison with international or national standards, to identify quality management in FM and service characteristics of FM, to investigate the differences in service level elaboration in FM, and to suggest standard issues of quality management in FM service quality. This study examines contents of the European Standards in FM, Part 3 'Guidance on quality in Facility Management, especially for the process of QM standardized by CEN (2011) and explores undefined issues such as service level, measurement metrics according to service characteristics of FM. The European FM Standard guides the common process of QM in terms of requirements specification, service level elaboration, measurement metrics development although it does not specifically address various service levels, specific performance metrics and indicators.

• 품질경영학회지
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• 제32권2호
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• pp.59-76
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• 2004

It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.

• 한국전자통신학회논문지
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• 제6권2호
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• pp.219-224
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• 2011

현재 널리 확산되고 있는 모바일 인터넷 음성 서비스의 품질 관리는 기존의 계측기를 동원한 사후 측정 기반으로는 불가능하다. 보다 체계적인 품질 관리를 위하여 서비스 이용자 단말기에 품질 측정 소프트웨어를 설치하고 서비스 품질을 상시 측정하는 실시간 혹은 사전 품질 관리 체계가 제안된 바 있다. 제안된 품질 관리 체계가 실현되기 위한 필수적인 조건은 품질 측정 소프트웨어의 신뢰성이다. 따라서 본 논문에서는 개발된 품질 측정 소프트웨어의 신뢰성을 검증하기 위한 품질 측정을 실시하였고 그 결과에 대해서 논하고자 한다.