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The Effect of Information Service Quality on Customer Loyalty: A Customer Relationship Management Perspective (정보서비스품질이 고객로열티에 미치는 영향에 관한 연구: 고객관계관리 관점)

  • Kim, Hyung-Su;Gim, Seung-Ha;Kim, Young-Gul
    • Asia pacific journal of information systems
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    • v.18 no.1
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    • pp.1-23
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    • 2008
  • As managing customer relationship gets more important, companies are strengthening information service using multi-channels to their customers as a part of their customer relationship management (CRM) initiatives. It means companies are now accepting such information services not as simple information -delivering tools, but as strategic initiatives for acquiring and maintaining customer loyalty. In this paper, we attempt to validate whether or not such various information services would impact on organizational performance in terms of CRM strategy. More specifically, our research objective is to answer the next three questions: first, how to construct the instruments to measure not information quality but information service quality?; second, which attributes of information service quality can influence corporate image and customer loyalty?; finally, does each information service type have unique characteristics compared with others in terms of influencing corporate image and customer loyalty? With respect to providing answers to those questions, the previous studies had been limited in that those studies failed to consider the variety of types of information service or restricted the quality of information service to information quality. An appropriate research model answering the above questions should consider the fact that most companies are utilizing multi channels for their information services, and include the recent strategic information service such as customer online community. Moreover, since corporate information service could be regarded as a type of products or services delivered to customer, it is necessary to adopt the criteria for assessing customer's perceived value when to measure the quality of information service. Therefore, considering both multi-channels and multi-traits may enable us to tell the detailed causal routes showing which quality attributes of which information service would affect corporate image and customer loyalty. As information service channels, we include not only homepage and DM (direct mail), which are the most frequently applied information service channels, but also online community, which is getting more strategic importance in recent years. With respect to information service quality, we abstract information quality, convenience of information service, and timeliness of information service through a wide range of relevant literature reviews. As our dependant variables, we consider corporate image and customer loyalty that both of them are the critical determinants of organizational performance, and also attempt to grasp the relationship between the two constructs. We conducted a huge online survey at the homepage of one of representative dairy companies in Korea, and gathered 367 valid samples from 407 customers. The reliability and validity of our measurements were tested by using Cronbach's alpha coefficient and principal factor analysis respectively, and seven hypotheses were tested through performing correlation test and multiple regression analysis. The results from data analysis demonstrated that timeliness and convenience of homepage have positive effects on both corporate image and customer loyalty. In terms of DM, its' information quality was represented to influence both corporate image and customer loyalty, but we found its' convenience have a positive effect only on corporate image. With respect to online community, we found its timeliness contribute significantly both to corporate image and customer loyalty. Finally, as we expected, corporate image was revealed to provide a great influence to customer loyalty. This paper provides several academic and practical implications. Firstly, we think our research reinforces CRM literatures by developing the instruments for measuring information service quality. The previous relevant studies have mainly depended on the measurements of information quality or service quality which were developed independently. Secondly, the fact that we conducted our research in a real situation may enable academics and practitioners to understand the effects of information services more clearly. Finally, since our study involved three different types of information service which are most frequently applied in recent years, the results from our study might provide operational guidelines to the companies that are delivering their customers information by multi-channel. In other words, since we found that, in terms of customer loyalty, the key areas would be different from each other according to the types of information services, our analysis would help to make decisions such as selecting strengthening points or allocating resources by information service channels.

Investigation of the Utilization of Organic Materials and the Chemical Properties of Soil in the Organic Farms in Korea (국내 유기농재배지 유기물 시용실태 및 토양의 화학적 특성)

  • Lee Yong-Hoan;Lee Sang-Guei;Kim Sung-Hoan;Shin Jae-Hoon;Choi Doo-Hoi;Lee Yun-Jeong;Kim Han-Myeng
    • Korean Journal of Organic Agriculture
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    • v.14 no.1
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    • pp.55-67
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    • 2006
  • A survey of 31 organic farmers were conducted to investigate the actual conditions of organic matter application. The amounts of organic matter application in the fields were higher in order of fruit, vegetable and rice farm. The average was 50 ton/ha in vegetable farms. In the green vegetable farms saw dust and animal manure were mainly utilized to make compost. Rice straw, wood chip, and forest bushes were also used for composting. In the fruit vegetable farms materials relatively lower in nitrogen content such as rice straw and cattle manure were used in vegetative period and materials higher in nitrogen content such as oil cake and wild grass were used in reproductive phase. Nutrient balance investigated in the farm in Icheon region who produce lettuce, angelica, and kale continuously in one cropping year indicated surplus in three major nutrients. Nitrogen and phosphorous were in excess by 29 and 10 kg respectively in the organic rice farm in yang-pyoung region. While soil chemical properties in the organic farms are within the adequate range in open field, it is much higher than the limits in the greenhouse soils. Overall application of organic matter is in an oversupply state. This results suggested that the organic matter management should be based on the soil conditions for sustainable cultivation. Chemical composition of organic matters and soil test reports should be considered prior to the application of organic matter.

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Factors Affecting True Metabolizable Energy Determination of Poultry Feedingstuffs IV. The Effect of Protein Levels of Basal Diets on the Corrected Apparent Metabolizable Energy of Farrell and True Metabolizable Energy Values of Corn and Soybean Meal (양계사료의 True Metabolizable Energy 측정에 영향하는 요인에 관한 시험 IV. 기초사료의 단백수준이 옥수수와 대두백의 Corrected Apparent Metabalizable Energy of Farrell 및 True Metabolizable Energy 가에 미치는 영향)

  • 이영철
    • Korean Journal of Poultry Science
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    • v.11 no.2
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    • pp.99-108
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    • 1984
  • The experiment was performed with the aim to study not only the effect of protein levels of basal diets on apparent and true metabolizable energy (AME and THM), AME of Farrell(AME$\_$F/), and corrected AME$\_$FC/ values of corn and soybean meal but also the effect of collection time of excreta on AME and TME values of corn and soybean meal. The AME$\_$F/ and AME$\_$FC/ values of test materials were determined through rapid AME bioassay, and AME and TME by the TME bioassay. The protein levels of basal diets had range from 10% crude protein(CP) to 30% CP. The results obtained were as follows; 1. The AME$\_$F/ values of basal diets showed much difference among treatments (P<0.05) but those of corn and soybean meal had no significant differences (P>0.05)and the AHE$\_$FC/ values of basal diets were proved to be variable according to level of protein of the diets. the AME$\_$FC/ values of com were not different while those of soybean meal in 20% and 30% were reduced significantly(P<0.05). 2. The protein intake/bird/day did not differ significantly due to variation of feed intake using rapid AME bioassay. 3. The protein levels of basal diets did not influence upon the AME value of basal diets, corn and soybean meal (P>0.05), and no clear trend was found in the TME values of corn and soybean meal because of the variation of metabolic fecal energy plus endogenous urinary energy (FEm+UEe) losses fed different diets. 4. Collection time of excreta affected the AME and TME values of basal diets in 10, 15, 20% CP treatments, but the AME and TME of corn and soybean meal were not affected by collection time; Thus, a time of 24 hours was mough for 24 hr to clean the digestive tract when fed corn and soybean meal substituted diets regardless of protein levels.

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Seroprevalance of Newcastle Disease Virus in Wild Birds in Korea (국내 야생 조류에서의 뉴캣슬병 바이러스 항체분포율 조사)

  • Choi, Kang-Seuk;Jeon, Woo-Jin;Kye, Soo-Jeong;Yoon, Soon-Seek;Jeong, Woo-Seog;Kim, Ji-Ye;Kwon, Jun-Hun
    • Korean Journal of Poultry Science
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    • v.39 no.2
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    • pp.97-104
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    • 2012
  • Newcastle disease virus (NDV) infects a variety of birds with a wide range of clinical signs from asymptomatic to severe. During a 10-month period in 2011, a total of 1,024 sera from wild birds including 42 species of birds in 8 orders were collected and the seroprevalence of NDV in wild birds was evaluated by hemagglutination inhibition (HI) test. Evidence of NDV infection was observed in 12.6% (129/1,024) of wild birds with a maximum prevalence reported in Mandarin duck (27.8%, 32/115) followed by Mallard duck (20.8%, 57/274), Spot-billed duck (11.9%, 36/303), Pintail (2.9%, 1/34), Black-tailed gull (2.9%, 1/34), White-fronted goose (1.8%, 1/56) and Common teal (1.4%, 1/69). None of the other 35 species of wild birds were antibody-positive for NDV. Mandarin duck, Mallard duck and Spot-billed duck showed high sero-prevalance of 12.2% to 42% during winter season (November to March). Our results indicate that Mandarin duck, Mallard duck and Spot-billed duck might be natural reservoirs for NDV in Korea and the prevalence of NDV infection in wild birds displayed a seasonal pattern with high prevalence of NDV in winter season (November to March).

Measurement of Effective Half-life Using Dual Time I-131 Whole Body Scan in Patients with Differentiated Thyroid Cancer Treated by High Dose Therapy (고용량 방사성옥소 치료를 받은 갑상선분화암 환자에서 Dual Time I-131 Whole Body Scan을 이용한 유효반감기의 측정)

  • Yoon, Jae Sik;Lee, Jae Gon;Lee, Ki Hyun;Lim, Kwang Seok;Choi, Hak Ki;Lee, Sang Mi
    • The Korean Journal of Nuclear Medicine Technology
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    • v.18 no.1
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    • pp.98-103
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    • 2014
  • Purpose: The effective half life of I-131 is useful to calculate radiation dose, period of hospitalization, and exposure dose of surrounding people from patient. However, it is difficult to measure. This study estimates the effective half life in whole body and thyroid in using of value of residual radioactivity obtained from the early and delay images of Dual time I-131 whole body scan. Also, the correlations between the effective half life and serum creatinine, GFR, and administration dose were investigated in this study. Materials and Methods: The targets were 50 patients administration high dose of I-131 from February to August in 2013, having normal range of serum creatinine and over $30{\mu}IU/mL$ of TSH levels. After administration radioactive I-131, the early scan in the 3rd day and the delay scan in the 5-6th days were performed. To measure the residual radioactivity in the whole body and thyroid, ROI was set and then background radioactivity was corrected to estimate. The effective half life was estimated by calculating the ratio of measured values between the early and delay images. To compare the effective half lives of the whole body and thyroid, it was analyzed by Independent t-test, and each correlation of the effective half life, GFR, serum creatinine, and the dose of administration were analyzed by calculating the pearson's correlation coefficient. All of the analysis were determined to be statistically significant when P<0.05. Results: The effective half life of the whole body was $17.06{\pm}5.50$ hours and of the thyroid was $17.22{\pm}5.41$ hours. The two effective half life did not show significant difference (P=0.887). As the value of GFR was increased, the effective half life of whole body (r=-0.407, P=0.003) and of thyroid (r=-0.473, P=0.001) were significantly decreased; as the value of serum creatinine was increased, the effective half life of whole body (r=0.309, P=0.029) and of thyroid (r=0.371, P=0.008) were significantly increased. In the administration dose, effective half life did not have correlations. Conclusion: The effective half life of I-131 of patients treated for their thyroids were estimated only by using the images of Dual time I-131 whole body scan. Also, the correlations with the effective life, GFR, and serum creatinine were examined. This study might be utilized for a study on optimization for the period of hospitalization of patients treated by high dose of I-131 and on evaluation for internal absorbed dose of MIRD schema in application of the effective half life.

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An Inter-Laboratory Comparison Study on Chlorophyll a Determination in Seawater (해수 중 엽록소 a 측정방법에 대한 실험실 간 비교연구)

  • Moon, Cho-Rong;Kang, Dong-Jin;Park, Mi-Ok;Noh, Jae Hoon;Yoo, In-Jae;Moon, Jeong-Eon;Shin, Kyung-Hoon;Kim, Yun Sook;Choi, Joong-Ki;Suh, Young Sang
    • The Sea:JOURNAL OF THE KOREAN SOCIETY OF OCEANOGRAPHY
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    • v.19 no.1
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    • pp.76-87
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    • 2014
  • Chlorophyll a in seawater which is an indicator of phytoplankton biomass and primary production is determined by High Performance Liquid Chromatography (HPLC), Fluorometry and Spectrophotometry. In this study, various methods for chlorophyll a determination in seawater are compared using in situ seawater samples from Korean seas. Three inter-laboratory comparison campaigns were carried out using chlorophyll a standard samples (R0) and in situ seawater samples, collected from the East China Sea (R1) and the East Sea (R2). 6 laboratories by HPLC methods, 4 laboratories by fluorometry, and 3 laboratories by spectrophotometry participated. Precisions, defined as the coefficient of variation (CV) were within 9% in standard samples, 0.8~20% (average: 6.1%) in R1, 4~21% (average: 13.2%) in R2. Discrepancy in three methods was approximately 20% within the range of the sample homogeneity intended the laboratory precision (R1: 8%, R2: 15%). The discrepancy in laboratories was greater than the discrepancy in methods. The chlorophyll a concentrations can be produced within 20% discrepancy in spite of using different methods. It is recommended to consider this 20% discrepancy when using the chlorophyll a data produced by different laboratories and different methods.

Effects of Dietary Crude Protein Level on Growth and Meat Quality of Korean Native Goats (사료의 조단백질 수준이 육성기 흑염소의 발육과 육질에 미치는 영향)

  • Choi, S.H.;Kim, S.W.;Park, B.Y.;Sang, B.D.;Kim, Y.K.;Myung, J.H.;Hur, S.N.
    • Journal of Animal Science and Technology
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    • v.47 no.5
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    • pp.783-788
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    • 2005
  • This study was conducted to investigate the optimal CP level in growing goat kids. Forty male goats were divided into four treatment groups fed diets containing CP 12, 14, 16, and 18% of concentrate feed, and rice straw, respectively. Results are summarized as follows. Average daily gain’s(ADG) of groups fed diets with CP 14% and CP 18% were 84.0 and 83.0g/d each, which were higher than group fed diets with CP 12% grown at 69.2g of ADG(P<0.05). Daily feed intakes of concentrate and rice straw were 590g and 45g each and there was no difference found between treatments. The amounts of feed required for body weight gain(g) were similar in the range of 7.0-7.3 for groups fed diets with CP 14%, 16% or 18%. But the group fed diets with CP 12% required somewhat more feed for gain at 8.8g. Dressing percentage of groups fed diet with CP 12% was 61.7%, which was higher than groups fed diets with CP 14% or CP 18%(P<0.05) but similar to that fed diet with CP 16%. Meat percentage from goats fed diet with CP 16% was 51.7%, which were higher than goats fed diets with CP 12% or CP 14%(P<0.05). Fat deposition of CP 12% group was higher than the other groups(P<0.05). Percentage of bone weight averaged 17.0% without any difference among treatment groups. Shear force and cooking loss, which are physical properties of goat meats, were lower in CP 16% and CP 14% groups than the other two groups. Water holding capacity of goats meats from CP 16% was higher than those from CP 18% group(P<0.05). Results from panel test showed that juiciness of meats from CP 16% group was higher than those from CP 12% group(P<0.05). Meats from CP 16% also was tested to be more tender than meats from the other groups. Results from this work suggest that the optimum crude protein level in growing goat's concentrate is 14-16% and that increase above this level seems not to improve meat production.

Bioequivalence of Carvelol Tablet to Dilatrend Tablet (Carvedilol 25 mg) (딜라트렌 정(카르베딜롤 25 mg)에 대한 카베롤 정의 생물학적 동등성)

  • Cho, Hea-Young;Lee, Moon-Seok;Park, Soon-Cheol;Lim, Dong-Koo;Moon, Jai-Dong;Lee, Yong-Bok
    • Journal of Pharmaceutical Investigation
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    • v.31 no.4
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    • pp.289-295
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    • 2001
  • Carvedilol is an antihypertensive and antianginal compound that combines nonselective beta-adrenoceptor blocking and vasodilation properties and is devoid of intrinsic sympathomimetic activity. The purpose of the present study was to evaluate the bioequivalence of two carvedilol tablets, $Dilatrend^{TM}$ (Chong Kun Dang Pharmaceutical Co., Ltd.) and $Carvelol^{TM}$ (Dae Won Pharmaceutical Co., Ltd.), according to the prior and revised guidelines of Korea Food and Drug Administration (KFDA). The carvedilol release from the two carvedilol tablets in vitro was tested using KP VII Apparatus II method with various different kinds of dissolution media (pH 1.2, 4.0, 6.8 buffer solution, water and blend of PSB80 into water). Eighteen normal male volunteers, $24.22{\pm}1.86$ years in age and $64.81{\pm}4.56\;kg$ in body weight, were divided into two groups and a randomized $2{\times}2$ cross-over study was employed. After one tablet containing 25 mg of carvedilol was orally administered, blood was taken at predetermined time intervals and the concentrations of carvedilol in serum were determined using HPLC method with fluorescence detector. The dissolution profiles of two carvedilol tablets were very similar at all dissolution media. Besides, the pharmacokinetic parameters such as $AUC_t$, $C_{max}$ and $T_{max}$ were calculated and ANOVA test was utilized for the statistical analysis of the parameters using non-transformed and logarithmically transformed $AUC_t$ and $C_{max}$. The results showed that the differences in $AUC_t$, $C_{max}$ and $T_{max}$ between two tablets based on the $Dilatrend^{TM}$ were 2.23%, -2.00% and 0.00%, respectively. Minimum detectable differences $({\Delta})$ at ${\alpha}=0.05$ and $1-{\beta}=0.8$ were less than 20% (e.g., 13.55% and 17.61% for $AUC_t$ and $C_{max}$, respectively). The powers $(l-{\beta})$ at ${\alpha}=0.05$, ${\Delta}=0.2$ for $AUC_t$ and $C_{max}$ were 98.08% and 88.81%, respectively. The 90% confidence intervals were within ${\pm}20%$ (e.g., $-5.69{\sim}10.16$ and $-12.30{\sim}8.30$ for $AUC_t$ and $C_{max}$, respectively). There were no sequence effect between two tablets in logarithmically transformed $AUC_t$ and $C_{max}$. The 90% confidence intervals using logarithmically transformed were within the acceptance range of log(0.8) to log(1.25) (e.g., $0.95{\sim}1.11$ and $0.89{\sim}1.09$ for $AUC_t$ and $C_{max}$, respectively). Two parameters met the criteria of prior and revised KFDA guideline for bioequivalence, indicating that $Carvelol^{TM}$ tablet is bioequivalent to $Dilatrend^{TM}$ tablet.

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Simultaneous Determination of Water Soluble Vitamins B Group in Health Functional Foods etc. by HPLC (건강기능식품 등 중 수용성 비타민 B군의 HPLC를 이용한 동시분석법)

  • Kim, Seon Hee;Kim, Jae-Hyun;Lee, Hwa Jung;Oh, Jae Myoung;Lee, Sung Hye;Bahn, Kyeong Nyeo;Seo, Il Won;Lee, Young Joo;Lee, Jin Hee;Kang, Tae Seok
    • Journal of Food Hygiene and Safety
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    • v.30 no.2
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    • pp.143-149
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    • 2015
  • This study was conducted to simultaneous analysis methods for water soluble vitamins B group (vitamin $B_1$, vitamin $B_2$, nicotinic acid, nicotinamide, vitamin $B_6$) which is used as health functional foods etc. Analytical methods of water-soluble vitamins B group by HPLC were established through instrumental analytical conditions, and the examination of data such as domestic and foreign reliable methods, and papers of journal. HPLC method analyzing water soluble vitamins B group was established using Capcell Pak C18 UG 120 column in 270 nm through test of columns. The validation has been performed on the method to determine linearity, accuracy, limits of quantification (LOQ) and repeatability for water soluble vitamins B group. An excellent linearity ($r^2=0.999$) was observed for vitamin $B_1$, vitamin $B_2$, nicotinic acid, nicotinamide, vitamin $B_6$ in the concentration range ($0.1{\sim}2{\mu}g/mL$). Observed recovery of vitamin $B_1$ was found to be between 100 and 103%, vitamin $B^2$ was found to be between 104 and 112%, nicotinic acid was found to be between 82 and 85%, nicotinamide was found to be between 121 and 124% and vitamin $B_6$ was found to be between 95 and 104%. LOQ of vitamin $B_1$ was found to be $0.04{\mu}g/mL$, vitamin $B_2$ was found to be $0.05{\mu}g/mL$, nicotinic acid was found to be $0.15{\mu}g/mL$, nicotinamide was found to be $0.08{\mu}g/mL$ and vitamin $B_6$ was found to be $0.63{\mu}g/mL$. Repeatability precision for vitamin $B_1$ was found to be 0.4%, vitamin $B_2$ was found to be 0.4%, nicotinic acid was found to be 0.5%, nicotinamide was found to be 0.7% and vitamin $B_6$ was found to be 0.4% relative standard deviation (RSD). Also, verify the accuracy of the simultaneous analysis methods, we monitored the labeled contents of the health functional foods and children's preferred foods.

Establishment of Choline Analysis in Infant Formulas and Follow-up Formulas by Ion Chromatograph (이온크로마토그래프를 이용한 조제유류 및 영아용·성장기용 조제식 중 콜린 함량 분석법 연구)

  • Hwang, Kyung Mi;Ham, Hyeon Suk;Lee, Hwa Jung;Kang, Yoon Jung;Yoon, Hae Seong;Hong, Jin Hwan;Lee, Hyoun Young;Kim, Cheon Hoe;Oh, Keum Soon
    • Journal of Food Hygiene and Safety
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    • v.32 no.5
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    • pp.411-417
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    • 2017
  • This study was conducted to establish the analysis method for the contents of choline in infant formulas and follow-up formulas by ion chromatograph (IC). To optimize the method, we compared several conditions for extraction, purification and instrumental measurement using spiked samples and certified reference material (CRM; NIST SRM 1849a) as test materials. IC method for choline was established using Ion Pac CG column and 18 mM $H_2SO_4$ mobile phase. The parameters of validation were specificity, linearity, LOD, LOQ, recovery, accuracy, precision and repeatability. The specificity was confirmed by the retention time and the linearity, $R_2$ was over 0.999 in range of 0.5~10 mg/L. The detection limit and quantification limit were 0.14, 0.43 mg/L. The accuracy and precision of this method using CRM were 95%, 2.1% respectively. Optimized methods were applied in sample analysis to verify the reliability. All the tested products were acceptable contents of choline compared with component specification for nutrition labeling. The standard operating procedures were prepared for choline to provide experimental information and to strengthen the management of nutrient in infant formula and follow-up formula.