• Journal of The Korea Institute of Healthcare Architecture
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• v.21 no.4
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• pp.27-36
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• 2015

Purpose: Of late, the focus of service design is moving toward emphasizing customer satisfaction and taking users' experience more seriously. In addition to the change in perspective in service design, scholars in this area are paying more attention to service design methodology and process, as well as its theory and real-world case studies. In the case of medical space, there have been few studies in attempting to apply service design methods useful for deriving user-focused results. The author of this paper believes, however, case study-oriented approaches are more needed in this area rather than ones focusing on theoretical aspects. The author hopes thereby to expand the horizon to practical application of spatial design beyond service design methodology. Methods: In order to incorporate the strengths of service design methodology that can reflect a variety of user opinions, this study will introduce diverse tools in the framework of double diamond process. In addition, it will present field cases that successfully brought about best results in medical space design. It will end with summarizing the ideal process of medical space design which is reasonable and comprehensive. Results: Medical service encompasses preventive medicine as well as treatment of existing medical conditions. A study in establishing the platform of medical service design consists of a wide range of trend research, followed by the summary of two-matrix design classification based on results of the trend research. The draft of design process is divided into five stages composed of basic tools for establishing spatial flow lines created by matching service design tools with each stage of space design processes. In all this, most important elements to consider are communication and empathy. When service design is actually applied to space design, one can see that output has reflected the users' needs very well. The service design process for user-oriented medical space can thus be established by interactions on the final outcome and feedback on the results. Implications: One can see that the service design with the hospital at its center produces the result that encompasses the user's needs best. If the user-focused service design process for medical space can be extended to other space designs, the author believes that it would enhance the level of satisfaction for users and minimize trials and errors.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.5
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• pp.2121-2130
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• 2013

Based on the case study methods, the study analyzes that the countless UCC Cloud cloud is the niche creation by the lead users make process. This research show as follows. First, The Drama lovers and fan fiction writers are not only drama consumers but UCC creators/producers. By the process that the UCC and fan fiction is tailored to meet the needs of their users create fan fiction in fandom community, they create an entirely different niche from original drama. Second, the flow(drama consumption/evaluation, viewers needs/adaption, the user's creation/production) which community's creative users make sequentially coevolutes with the flow(drama information offer, intentionally supply/diffusion, derivatives production) of media companies. Third, the drama fandom community activities which is non-commercial activities form the drama ecosystem with a new paradigm, as well as form a virtuous cycle inked to the market continuously beyond fun, play, empathy.

• Journal of Industrial Convergence
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• v.20 no.2
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• pp.87-94
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• 2022

The purpose of this study verified the relationship between parents' perception of program value, service quality, and service satisfaction who participate in special sports activities. For this a survey was conducted with parents participating in the program at welfare facilities and private institutions in the metropolitan area. The survey was directly visited by the researcher, and 236 copies of data were collected and used for analysis. For the collected data, the causal relationship was verified through descriptive statistics, factor analysis and reliability analysis, correlation analysis and regression analysis. As a result of the analysis, the following conclusions were obtained. First, it showed a significant influence in tangibility, reliability, empathy, and guarantee in the relationship between program value perception and service quality. Second, in the relationship between program value perception and service satisfaction, significant influence was shown on user satisfaction and performance satisfaction. Third, in the relationship between service quality and service satisfaction, it showed a significant influence on user satisfaction and performance satisfaction.

• The Journal of Information Systems
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• v.22 no.1
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• pp.1-27
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• 2013

The advancement of information and communication technology have brought the increase and the diversification of the digitalized information, which can be shared at any time from any place. Especially, with the recent spread of smartphone usage, the amount and the diversity of information have increased to amounts that are difficult to quantify. Within such an era of accelerated accumulation and diversification of digitalized information, the informatization of universities is becoming a critical factor for institutional advancement. Thus, universities are developing smartphone applications to provide easily accessible administration services, and support the information needs of each administration process by keeping a relationship with students from admission to post-graduation. This research systematically defines a university smartphone application, distinguishes its system quality factors, and studies the effects they have on satisfaction, intention of reuse, and intention of electronic word-of-mouth. The results showed that the security factor of system quality did not have a significant effect on satisfaction. The responsiveness and the empathy factors of service quality did not show a significant effect on satisfaction. Moreover, it was found that a higher user satisfaction for smartphone applications has a significant influence on intention of reuse and on the intention of electronic word-of-mouth.

• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.161-188
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• 2002

The rapid change in almost every area of science at the turn of the 21s1 century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The study adopted the SERVQUAL model and five factors of SERVQUAL. Tangibles, Reliability, Responsiveness, Assurance. and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results. all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.r another.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.439-453
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• 2020

The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.1-20
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• 2005

The object of this study is to explore factors affecting customer satisfaction and customer loyalty of instant messenger service. We propose that service qualities (tangibility, assurance, responsiveness, empathy, reliability) affect customer satisfaction of instant messenger service, customer satisfactions do customer loyalty. As moderating factors of the relationship between customer satisfaction and customer loyalty, switching costs are suggested. To accomplish the object of this study data are collected from instant messenger user by survey research. We analyse the research model using structural equation model and moderated multiple regression. The result are as follows: (1) tangibility and responsiveness affect customer satisfaction. (2) customer satisfaction affects customer loyalty. (3) switching costs moderated the relationship between customer satisfaction and customer loyalty.

• The Journal of the Korea Contents Association
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• v.9 no.3
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• pp.118-126
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• 2009

The computer game has a narrative structure, which scenario is proceeded by player's consecutive interactive. The interaction is the core of game plays that is not only storytelling in itself, but also is implemented by interface. The UI of computer game is as a tool for communication between player and game, which has been designed by usability on use. However, is it the necessary for us to get synchronization of feelings about game scenario in terms of a psychological in order to deepen the pleasure that is the game's ultimate goal. Effectively, as a way to lead in this empathy. This study tries to application of storytelling to the UI that occurred player's interactive for the first time. Moreover, presented the result as the UI designs of casual MMORPG.

• Korean Journal of Child Studies
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• v.36 no.5
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• pp.1-18
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• 2015

The purpose of this study is to understand how the factors related to quality in child care services effect decision making of parents to use such services again, using the parameter of parental satisfaction as a measure. In order to support the researcher's hypothesis, data was gathered from 566 households who send their children to one of the child care facilities in Goyang-Shi, Gyeonggi-Do. The collected data was then analyzed by means of structural equation modeling. The results of the analysis showed that the higher the level of assurance, service tangibility and empathy were, the more the parents were satisfied with the service. The more they were satisfied, the possibility of using the service again increased relatively. In conclusion, various political and practical implications were also addressed and discussed on the basis of these results, with the aim to improve the factors of quality in child care services and parental satisfaction.

• Journal of Service Research and Studies
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• v.5 no.2
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• pp.133-147
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• 2015

The purpose of this study was to suggest and prove that service design is not in the dimension of a simply new design methodology, but in the design paradigm change from conventional tangible and visual view of design to the intangible service of design. Based on a variety of literature research, this study defined service design, found its characteristics, and proved its differences from conventional design approaches and thoughts. To do that, this study looked into service design theories, processes, and methodologies, defined quality factor and availability of service design, and user satisfaction, and setup hypotheses to prove them. This study conducted a questionnaire survey with service design firms, service designers, and their customers. The questionnaire data were applied to structural equation to analyze the hypotheses. According to the analysis, reliability, tangibility, assurance, and empathy of the quality factors of service design were accepted, but responsiveness of the factors was rejected. It was found that quality factors positively influenced availability and ended up positively affecting user satisfaction. The quantitative research results will made some suggestions to service design firms and designers in the paradigm change to service-centric design, and will show the importance of understanding the essence of service in terms of design methodology.