• Journal of Korean Society for Quality Management
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• v.36 no.2
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• pp.85-95
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• 2008

This research addresses examining the service recovery process in Airline service. A service recovery framework is suggested and tested empirically. The framework includes several factors such as service recovery expectations, service recovery achievements, recovery performance, post-recovery satisfaction, and post-recovery behavioral intents. The relationships among these factors are hypothesized and proved empirically. Consequently the results suggest that recovery expectation impacts on recovery performance significantly. Also the higher the recovery performance, the higher post-recovery satisfaction, then it increases customers' purchase intent and words of mouth. Finally, this paper suggests the need for new service recovery strategies.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.161-183
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• 2000

This empirical research examines the effects of organizational service-orientation on business performance such as employee satisfaction, customer satisfaction and financial performance comprehensively. The service-orientation has been considered very importantly for delivering excellent service quality and customer value in many existing studies. Also service type's arbitrating effects on the relationship between service-orientation factors and business performance are investigated in this research. The data were collected from employees in hospitals and fast-foods with the questionnaire. And the several statistical methods were used for analysing. Consequently we could find that the comprehensive service-orientation factors gave the significant effects on the business performance. And service type's arbitrating effects sere apparent. It was revealed that the customization of service package and the customers' influence on service process must be considered as the important variables which have the significant effects on business performance.

• Health Policy and Management
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• v.28 no.1
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• pp.70-76
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• 2018

Background: The purpose of this study was to investigate the determinants of North Korean refugees' trust in South Korea health service. Methods: This study surveyed 168 North Korean refugees aged 19 and over living in Seoul, Gyeonggi, Incheon, and Gangwon. The collected data were analyzed by frequency analysis, t-test, analysis of variance, and hierarchical regression analysis to analyze the effect on the trust of refugees. Results: The difference analysis showed statistically significant difference according to duration of residence and employment status. The determinants of North Korean refugees' trust in South Korea health services were duration of residence, basic communication skills, health communication skills, and experience of health service. Conclusion: In order to increase the trust of North Korean defectors in South Korea medical services, it is necessary to resolve communication problems and improve the satisfaction of health services. For this, the interpreter service should be activated. And specific education should be given to the North Korean refugees about the health care system and the utilization methods of health service in Korea.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.683-693
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• 2021

Shipping has become an important sector in supporting social, economic, government, defense, security, cultural and other sectors to unite separate islands and broad seas. Thus, ports automatically become an important facility in Indonesia. The purpose of this research is to test and explain the effect of Organizational readiness for change, Service Innovation, and Corporate Image on Perceived opportunity and challenge. The research model with inferential analysis uses Structural Equation Modeling (SEM) analysis with the WarpPLS approach, expected to answer the statements of problem and be able to test the desired hypothesis. The model development in this research was based on the background, statements of problem, conceptual framework and research hypotheses. The model referred to is "Complete and Comprehensive Port." Its development was carried out through studying and synthesizing various sources. The most important source is the results of literature review in the form of theoretical developments and research results, then continued with compilation. The use of Organizational Change Readiness, Service Innovation, and Corporate Image in improving Port Competitiveness is seen as one of the novelties of this research, specifically the use of the Organizational Change Readiness variable which is often used in high-flexibility companies but now used in port companies as well.

• International Journal of Computer Science & Network Security
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• v.22 no.1
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• pp.248-254
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• 2022

The main purpose of the study is to analyze the main aspects of personnel security in the context of the public administration system. Today the civil service is the central link in increasing the efficiency of the public administration system. One of the most important directions of reforming the civil service is strengthening personnel security, since the level of formation and implementation of managerial decisions depends on the staff of professional employees with the necessary qualities, competencies and competencies. As a result, the main aspects of personnel security in the context of public administration were analyzed.

• Journal of Information Processing Systems
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• v.19 no.5
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• pp.702-712
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• 2023

Load balancing plays a crucial role in ensuring the stable operation of information management systems during periods of high user access requests; therefore, load balancing approaches should be reasonably selected. Moreover, appropriate load balancing techniques could also result in an appropriate allocation of system resources, improved system service, and economic benefits. Nginx is one of the most widely used loadbalancing software packages, and its deployment is representative of load-balancing application research. This study introduces Nginx into an educational administration system, builds a server cluster, and compares and sets the optimal cluster working strategy based on the characteristics of the system, Furthermore, it increases the stability of the system when user access is highly concurrent and uses the Nginx reverse proxy service function to improve the cluster's ability to resist illegal attacks. Finally, through concurrent access verification, the system cluster construction becomes stable and reliable, which significantly improves the performance of the information system service. This research could inform the selection and application of load-balancing software in information system services.

• Journal of Korean Society for Quality Management
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• v.47 no.4
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• pp.807-822
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• 2019

Purpose: To increase the competitiveness of the university and improve the quality of education by providing education services that meet the student's satisfaction needs based on the education service quality survey of university students. Methods: A questionnaire consisting of 6 elements and 38 questions was prepared and students were surveyed. The importance and satisfaction ISA analysis was conducted. Results: The results of this study are as follows; there was a difference in the perception of importance and satisfaction by student characteristics regarding the results of educational service quality measurement. Working students need an extra effort in the educational environment and foreign students in student services. Conclusion: The importance of educational service quality-satisfaction survey should be used to identify the factors of educational service quality by student characteristics to improve student satisfaction, improve the quality of education, and support educational services with a strategic approach.

• Journal of Korean Academy of Nursing Administration
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• v.21 no.3
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• pp.317-326
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• 2015

Purpose: The purpose of this study was to identify factors related to the loyalty of Chinese customers who use Korean medical and tourism services. Methods: Participants were 158 Chinese who visited plastic surgery clinics in Korea. Data were analyzed using descriptive statistics, One-way ANOVA, $Scheff{{\acute{e}}$ test, Pearson Correlation and Hierachical Multiple Regression. Results: Medical service quality, tourism service quality and medical and service satisfaction were positively correlated with customer loyalty. Medical service quality and medical and tourism service satisfaction had significant influence on customer loyalty. The explained variance for customer loyalty was 84.9%. Conclusion: These results suggest the need to improve the tourism service and medical and tourism service satisfaction to retain loyal customers.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.88-104
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• 2017

The purpose of this study explains how service characteristics such as service competence, service customization, interpersonal communication and image affect service trust and affective commitments and how service trust, affective commitment play a role in affecting risk-taking and service loyalty in specialty hospital. and then confirm the mediating role of relationship quality components such as service trust and affective commitment in the above path relation. For this purpose, the research hypothesis was verified by structural equation model analysis(SEM) using SPSS 21.0 and AMOS 20.0 statistical package. The results of the study are as follows. First, interpersonal communication influenced service trust, image influenced affective commitment, service ability influenced service trust and emotional commitment, while service customization did not affect any factor. Second, service trust and affective commitment did not effect each other. Third, service trust and affective commitment were more powerful in risk-taking than the influence on service loyalty. Fourth, Risk takings affected service loyalty. Therefore, marketers of special hospitals not only medical services by providing medical service with superior service ability, but also by always strengthening interpersonal communication at the time of providing services. This will enable consumers to overcome the avoidance in the service decision process and implement a specific service marketing strategy that can continuously use the hospital service.

• Journal of Service Research and Studies
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• v.4 no.1
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• pp.1-19
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• 2014

Every organization needs to maintain its long-term effectiveness through the positive perceptions, attitudes, and behaviors of its members. Customer orientation, job satisfaction, and organizational citizenship behavior (OCB) are the important functioning aspects for the long-term organizational effectiveness. The purpose of this study is to investigate the impact of service-worker's customer orientation on OCB within Korean bank and insurance sector by analyzing the relationship of constructs in the conceptual model. To achieve research objectives, survey method is employed. Findings of this research reveal that both need and enjoyment dimension of CO are very important in predicting OCB. We sent 220 questionnaires to service workers of the bank and insurance then received 200 valid responses. The research was conducted in bank and insurance agency in J city. The choice of these two types of organizations was dictated by the fact that they have large number of service worker with diverse background at multiple levels in these industries. Results also indicated that the moderating effect of pay satisfaction on the relationship between their OCB and CO had a weak effect.