• Management & Information Systems Review
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• v.30 no.4
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• pp.1-22
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• 2011

The role of call center as public organizations introduce call center in has become very important in public services. Especially the leadership of the middle management at the call center in public organizations has become very essential in accordance with the increase of role of teamleader or managers. For this reason, in this research we want to know not only the impact relation teamleader's leadership have on the quality of services and job satisfaction as call center counsellors feel but also the impact relation the quality of callcenter counsellor's services at callcenter have on job satisfaction, and the mediating effect of services quality is examined in the relationship between leadership and job satisfaction Analyses showed that teamleader's leadership have influence on callcenter counsellors' job satisfaction and the quality of services and the quality of employees' services have a positive influence on job satisfaction, the mediating effect of services quality is certified in the relationship between leadership and job satisfaction. Therefore, to encourage the teamleaders' leadership at callcenter, the empowerment and an appropriate compensation need to be provided. Also to improve the quality of employee's services teamleaders ought to run the reinforcing cooperation program or various incentive program and job education need to be encourage and aligned.

• IE interfaces
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• v.19 no.3
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• pp.190-201
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• 2006

With the rapid growth in the demand and supply of web service, the search for superior services has become a prominent issue. Furthermore, much emphasis and attention are being placed on composite web services, where individual services are combined together to form a single workflow to satisfy the demand of the customers. In today's era of excessive expansion of web services, this study intends to propose the execution plan architecture for composite web services to accomplish the following three goals. The first goal is to derive a feasible plan which maximize user satisfaction for composite web services by implementing an execution plan architecture that reflects the Quality of Service criteria. Secondly, this study also aims at analyzing and selecting the indexes that adequately reflects its quality and its nonfunctional property. Finally, this study intends to apply the concept of constraint satisfaction problem and heuristics to reduce the execution duration of the process.

• Korean Journal of Agricultural Science
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• v.42 no.3
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• pp.151-158
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• 2015

This study was conducted to know the variation and relationship of rice grain quality and starch pasting properties by transplanting times. Two early maturing rice cultivars which accounted for the most area of early maturing rice cultivar in Chungnam province were used. The experiment was laid out in a split-plot design with 3 replications. The main plot consisted of three transplanting times viz. early (April 25), ordinary (May 25) and late (June 25) with sub-plots containing two cultivars. According to the transplanting times, most of rice grain quality and starch pasting properties showed significant difference and Joami showed higher grain quality than Unkwang in all transplanting times. Especially, rice grain quality was improved when transplanted late, showing high head rice and glossiness of cooked rice due to the lower mean temperature during grain filling stage. Glossiness of cooked rice was positively correlated with head rice ratio, amylose content and setback value, and negatively correlated with chalky rice ratio and protein content. The highest positive and negative correlation were observed between breakdown value and peak viscosity ($r=0.98^{**}$), and breakdown and setback ($r=-0.94^{**}$), respectively. These results provide some information for rice researchers and producers producing cultivars with an improved quality, suggesting that rice quality is highly influenced by temperature at grain filling stage, and transplanting times is crucial in improving rice quality. In addition, starch pasting properties are useful for determining rice quality because rice grain quality and starch pasting properties are dependent on each other.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.39 no.2
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• pp.150-160
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• 2016

The quality of service in ERP services is a key issue in innovating the ERP performance as an IT service for corporations. Currently, most of the research works for this area are based on the existing quality models such as SERVQUAL, which are said not to measure service quality properly. Also, it does not consider the factor of the system acceptance, which is thought to be closely related to the quality of service in this type of IT services. Therefore, a research model is required, which can address the issues related to the ERP service quality measurements. In this paper, new research models have been proposed, and empirical data obtained from SME's ERP users have been applied to the proposed model to analyze the causal relationship between quality factors and to identify the most suitable quality measures. Also, the relationship between the service quality and the system acceptance was analyzed using a combined model. The results show that factors such as productivity and convenience affects the quality mostly and that the most appropriate measure for the service quality of ERP service is satisfaction. Also, for the system acceptance, the ease-of-use is the main factor. And, the service quality and system acceptance shows a strong correlation. This means that, in order to enhance the quality of ERP services, the service provider needs to provide customers with productivity-enhanced user-friendly IT services and active product support. The work of this research can help to improve the service quality and the user acceptance of ERP services and to lead further research works in this area.

• Quality Improvement in Health Care
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• v.10 no.1
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• pp.8-19
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• 2003

Background : There have been many studies and efforts about quality management in health services, but there were not founded quality assessment on social services. This study was designed for understood level of quality on social service, identified for correlation factors of quality assessment on social services in general and teaching hospitals in Korea. Methods : The subjects of this survey were 80 leaders of social service units. The survey data from each subjects were measured to evaluate level of quality that service provider perceived of sample hospitals. Social worker's attitude of quality assurance activities, perception of quality assurance system in that hospitals were measured. Under the method of one-way ANOVA, t-test and correlation, associated factors of quality assessment in social work service was analyzed. Results : The major findings were as following ; First, the level of quality perceived showed less score, especially the lowest was the score of quality of outcome. Second, social worker's attitude of quality assurance activities showed high score, but quality assurance system of hospitals showed less score. Third, the level of quality assurance system of hospitals, social worker's attitudes of quality assurance activities. Conclusion : The quality of social work service correlated positive hospitals's quality assurance system, social worker's attitudes of quality assurance activities. Therefore, to assure the proper level of quality, qualified for hospitals system of quality assurance, and needed to a educational program for enhanced social workers's attitudes in quality assurance activities.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.3
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• pp.75-81
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• 2014

To establish a new creative economy, the worldwide efforts have been made to wriggle out the old economic paradigm after the financial crisis of 2008. When it comes to the limitation of the viability. the start up companies have a high risk of failure. Therefore business incubator (BI) should carry out the role to improve their viability. As for the maximization of the effect on the business incubating services as move in companies, it is important for BI to increase the level of business incubating services by the systemic and scientific measurement. This study showed that the quality of the BI center services was measured by Kano analysis and the previous research as follows. First, BI quality attribute by Timko's customer satisfaction came out into the attractive qualities on the 14 items that amount to the 70% of 20 business incubating services items. It is desirable to perform the strategy for the satisfaction. Secondly, basic business incubating services were interpreted as the one-dimensional quality like incubating spaces, parking facilities, security facilities, industry technology development funds, and incubating managers. Finally, training and educational service was recognized as indifferent quality. Futhermore, the improvement and the limitation of this study as well as the interpretation of analysis results are also provided.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.559-576
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• 2012

Purpose: This research aims at quality improvement of website services on the internet. Methods: SERVQUAL is redefined for web environments as sixteen statements in five dimensions to identify user requirements for websites and measure their importance ratings. Quality Function Deployment (QFD) is used to integrate user requirements into service development for websites so that management and design guidelines can be obtained for user-oriented websites. Fuzzy set theory is introduced to resolve the ambiguity and subjectivity of user requirements in the House of Quality (HOQ). Results: The priorities of design characteristics are extracted from the Fuzzy QFD for University websites. Conclusion: It is expected to provide quality services in less time with less effort, if the results of the Fuzzy QFD are used to provide services in a strategic way under limited resources.

• Journal of Nutrition and Health
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• v.38 no.9
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• pp.756-764
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• 2005

The purpose of this study was to explore the variables affecting the quality of hospital dietary services. The quality of hospital dietary services was investigated in two ways, which can be named by factual quality and perceived quality The variables affecting hospital dietary services were classified into two categories, $\ulcorner$organizational environment variables$\lrcorner$ and $\ulcorner$work behavior variables$\lrcorner$. Quality readiness survey was conducted to investigate $\ulcorner$organizational environment variables$\lrcorner$ and $\ulcorner$work behavior variables$\lrcorner$ on 225 dietitians working in dietary departments of 45 general hospitals which had more than 400 beds. $\ulcorner$Organizational environment variables$\lrcorner$ were categorized into four variable group:'organizational work design', 'organizational culture', 'department head leadership' and 'top management leadership'. $\ulcorner$Work behavior variables$\lrcorner$ were categorized into three variable group: 'individual behavior', 'peer group behavior', and 'behavior toward supervisor'. Top management leadership (p< 0.01)' in the $\ulcorner$organizational environment variables$\lrcorner$ had significant impacts on the factual quality of hospital dietary services.

• International Journal of Computer Science & Network Security
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• v.23 no.5
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• pp.95-108
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• 2023

The technological revolution, also referred to as the Fourth Industrial Revolution, it embraced by government should transform the way governments serve their citizens. The growth of broadband in Africa is leapfrogging its technological development. And thus, many African governments will soon be able to offer quality e-Government services to their citizens. These technologically driven governments will be able to provide decision-makers with timeous information to make judgments that could influence policies. Proponents of e-Government believe that in the digital age, governments can use this information to reduce corruption and increase, accountability, transparency, efficiency, and public participation. e-Government service quality should ensure customer satisfaction. Although many studies have examined the role of e-Government and the quality of its services, few studies have examined the quality of e-Government services in terms of both supply and demand. This paper examines and reviews the academic-state-of-the-art on the factors that affect the quality of e-Government services from both perspectives. Utilizing both qualitative and quantitative methods for data gathering and analysis, a mixed methods research methodology was used.

• The Journal of Information Systems
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• v.32 no.3
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• pp.63-83
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• 2023

Purpose With the continuous growth of the OTT services market, trust issues are becoming increasingly important, but research on this topic is still in its infancy. The purpose of this study is to identify the structural relationship between information system quality and reuse intention of OTT services and to analyze the impact of trust and user satisfaction. Design/methodology/approach This study proposed a research model based on the information system success model. In this study, a survey was conducted among 236 Korean users who have used OTT services within the last six months. Findings The results of the analysis showed that text quality and visual quality had a significant impact on trust in OTT services, with text quality having the largest impact. System quality and text quality also had a significant impact on trust in OTT service providers. However, visual quality did not have a statistically significant effect on trust in the service provider. Trust in the OTT service and the service provider was analyzed to have a significant impact on user satisfaction. However, it did not have a statistically significant impact on reuse intention. These findings have important implications for improving trust in OTT services to increase users' reuse intentions. It is also expected to contribute to further expanding the field of OTT service research.