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The Impact of Service Quality on Service Satisfaction and Store Loyalty: Service Value as a Moderator (편의점의 서비스품질 요인이 서비스 만족 그리고 점포충성도에 미치는 영향: 서비스가치 조절효과를 중심으로)

  • Han, Sang-Ho;Yang, Heo-Chang;Kim, Jong-Lak
    • Journal of Distribution Science
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    • v.13 no.10
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    • pp.101-108
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    • 2015
  • Purpose - The convenience store business sector in South Korea has contributed to economic growth and job creation, and the growth potential of this market segment remains very high. In addition, service value is a more important factor than price in determining purchase intention. Research in the convenience store market is relatively very low compared to other retail sectors. In particular, research on service quality for the convenience of retailers who examine and analyze customer behavior and service quality factors used in the convenience store side of the situation is very inadequate. We have investigated the relationship of store service quality, service satisfaction, and store loyalty. In addition, we have examined the way service value moderates the relationship among these variables. Research design, data, and methodology - The questionnaire was developed using modified and supplementary questions based on the KD-SQS and RSQS models. The study suggested a theoretical model composed of 15 hypotheses on the relations between theoretic variables, and surveys conducted with consumers in discount stores in the Seoul and Gyunggi Metropolitan area in order to verify the hypotheses. We used the SPSS/PC statistical packages to analyze the results. The number of surveys used was 227. Moreover, a structural equating model was also used to analyze the reliability and validity of the composing elements and to verify the suggested hypotheses. Results - The overall results of this study are as follows. First, all service quality elements have a significant effect on service satisfaction. Second, all service quality elements have a significant effect on store loyalty. Third, service satisfaction has a significant effect on store loyalty. Finally, when the participants were divided into high and low service value the results of the multiple regression analyses showed that only the relationship between policy of service quality and satisfaction, and human interaction and policy of service quality and loyalty were significant. The implications are discussed based on the findings of the study. Conclusions - First, through direct hypotheses testing, we confirmed that the convenience service quality positively impacts the service satisfaction and loyalty of buyers. In particular, the reliability, origin benefit, and promotion were found to have more influence on satisfaction and loyalty of consumers of a convenience store. Further, for the service quality of the convenience for the consumer loyalty, greater human interaction was a high-value and statistically significantly higher than the degree of improvement in consumer loyalty. This underscores the importance of education and human services management of employees working in a convenience store. In particular, frequent changes in personnel generate results that negatively impact loyalty with customers. These results may lead to a serious problem in the economics of the store. Therefore, it should enhance the value of services through the establishment of training and compensation for employees. In addition, a certain educational level is required as well as a basis for compensation and retention.

Wisdom Definition Categorization and Wisdom Management as Characteristics of the Modern Business Environment (현대 경영환경의 특징에 따른 지혜 정의 분류와 '지혜경영' 제안)

  • Kim, Joo-Won;Lee, Byong-Jae;Park, Yong-Seung
    • Journal of Distribution Science
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    • v.13 no.7
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    • pp.63-71
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    • 2015
  • Purpose - The characteristics of the modern management environment in Korea clearly involve the limitations of knowledge management, globalization, changes in industrial structures, polarization of the economy, consumption, and education, and the demand for creative management. To achieve a continuous competitive advantage for individuals as well as organizations, Wisdom Management can be said to be a paradigm for the current environment. The Research is an alternative to environmental management in the early study of the need to conceptualize the theoretical approach to wisdom management. In other words, it presents a new management paradigm for a business environment of uncertainty and unpredictability. Furthermore, it aims to propose Wisdom Management as an alternative in the modern management environment as well as a topic of discourse. Its purpose is to provide basic knowledge to people who study and practice in this field to strengthen the competitiveness of individuals and companies. Research design, data, and methodology - This paper first provides six characteristics of the current management environment at home and abroad. It then attempts to emphasize the necessity of wisdom based on such characteristics by classifying wisdom according to recent management study research. This allows the derivation of definitions of wisdom management, suggesting its components and properties. Results - The six characteristics of the modern business environment are: 1) limits of knowledge, 2) intensifying globalized competition, 3) changes in industry structure - IoT (Internet of all Things) trend, 4) serious polarization and social unrest diffusion, 5) personal and organizational competitiveness creativity requirements, and 6) domestic special national and social situations. Therefore, accordingly, wisdom can be defined and classified as: wisdom that offers potential integration beyond knowledge, practicing and maintaining knowledge wisdom as an efficient strategy for an organization wisdom as a decision-making process that addresses ambivalence wisdom as the pursuit of common goods based on ethics; and, wisdom as creativity that involves intuition and insight. This paper attempts to define Wisdom Management in accordance with these definitions of wisdom. Wisdom Management is a management system that is awareof the current environment given in the multidimensional perspective, achieves the efficiency of the organization and the goals of common good through an uncertain decision-making process, based on the organization of individual and organizational knowledge, and the internal experiences and resources. Wisdom Management components include human beings, virtue, knowledge, creativity, and ambivalent thinking. Its properties include intentionality, self-destructiveness, creative and ethical reflexivity, complexity, insight, unpredictability, ambivalence, and wholeness. Conclusions - Since all organizations face the limitations of their environment, crises, and opportunities, applying wisdom in management to develop as Wisdom Management can be an inevitable alternative to the uncertainties of the management environment faced by modern society. The conceptualization of Wisdom Management forms a valuable context to further advance knowledge management theory into practice. It is also a cornerstone of strategic management and can provide insight into its potential for success and implementation.

A study on the implementation of infection control at dental offices (치과 진료실 감염방지 실천에 관한 연구)

  • Woo, Seung-Hee;Kwag, Jung-Suk;Ju, On-Ju;Lim, Kun-Ok
    • Journal of Korean society of Dental Hygiene
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    • v.9 no.3
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    • pp.282-293
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    • 2009
  • The purpose of this study was to examine the degree of infection control implemented at dental offices and factors affecting it in an attempt to help promote the health of dental health care workers. The subjects in this study were 180 medical personnels who worked at dental offices in the region of South Jeolla Province. A self-administered survey was conducted from April 1 to May 30, 2008, and the collected data were analyzed. The findings of the study were as follows: 1. As for the implementation of infection control at the dental offices, what the health care workers investigated did the most was post-treatment hand washing(95.0), a constant separation of infectious wastes(94.4), wearing rubber gloves all the time during medical instrument cleansing(92.8) and pre-treatment hand washing(91.7). 2. In regard to the implementation of infection control at the dental offices, what the dental personnels did the least was drying their hands with air(5.0), wearing goggles in times of treatment(23.3), receiving regular education on infection control(26.7) and putting sterilizers to a performance test on a regular basis(43.9). 3. The dental health care workers were significantly different according to age in the management of contagious diseases(p=0.005). Their career made a significant difference to the management of contagious diseases(p=0.000) and instrument cleansing/sterilization(p=0.043). The service area made a significant difference to wearing and managing personal protective clothes (p=0.040) and waste management(p=0.040). 4. Concerning the relationship between the acquisition of dental hygienist certificate and the practice of infection control, whether the dental health care workers were certified or not made no significant difference to that. 5. As to the correlation among the factors affecting the prevention and management of contagious diseases, there was a positive correlation among hand washing(r=0.379), wearing and managing personal protective clothes(r=0.349), instrument cleansing/sterilization(r=0.323) and waste management(r=0.388). All the factors made a statistically significant difference to the prevention and management of contagious diseases(p<0.01).

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A Study on the Satisfaction degree for Clinical Practice of Radiotechnology Students (방사선과 학생의 임상실습 만족도에 관한 연구)

  • Kim, Hark-Sung
    • Journal of radiological science and technology
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    • v.27 no.4
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    • pp.75-83
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    • 2004
  • The objective of this study is to find out the factors affecting the satisfaction of the students at the department of radiotechnology of health college for their clinical practice and provide the basic data necessary for the better planning of the curriculum for the clinical practice. The questions were distributed to and collected from 227 junior college students in Seoul and Kyeonggido from January to february, 2004. All statistical analyses were carried out using SPSS/PC+. The general characteristics of students and the current clinical practice conditions were presented in real numbers and percentages. The responding scores for the degree of satisfaction vary from 1 to 5, where is the worst score and 5 the best. The degree of satisfaction for clinical practice was presented as the average score and the standard deviation for each item shown. 1.The degree of satisfaction for the clinical practice was assessed in total eight aspects. and the overall average score was $3.64^{\circ}$. The degree of satisfaction for practice period was scored 3.69, which was higher than the average. Environmental aspect was scored 3.57, suggesting relatively low satisfaction. The degree of satisfaction for parts, evaluation method of clinical practice, education, practice contents, achievement after clinical practice, and personal relationship in practice were presented 3.64, 3.21, 3.37, 4.00, 3.88, and 3.72 respectively. The degree of evaluation method of clinical practice was the lowest among them. 2. The students favored the clinical practice course offered in the second semester of their third year and a total of 8 weeks for the period. 3. The major complaints of the students during the clinical practice were simple works, insufficient rest place and conflict with practice teachers. As mentioned above, the degree of satisfaction for the achievement after clinical practice and item necessary for clinical practice showed relatively high scores. It turns out that the students think of their clinical practice as very positive in answering the questionnaire.

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Prediction of Lahar Flow Inundation Areas Using LAHARZ_py Program: Application for the Mt. Baekdu Volcano (LAHARZ_py 프로그램을 이용한 라하르 범람지역의 예측: 백두산 화산에 적용)

  • Yun, Sung-Hyo;Chang, Cheolwoo
    • Economic and Environmental Geology
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    • v.50 no.4
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    • pp.277-286
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    • 2017
  • Mt. Baekdu which located the border of North Korea and China, is known as a potentially active volcano in a typical mountainous terrain. A lahar on the volcanic area is one of the important hazard that can cause the loss of life and property damage. In order to comprehensively address the impact of lahar hazard at Mt. Baekdu, we simulated lahar inundation area using Laharz_py. We assumed 750 m of additional elevation for DEM to draw proximal hazard zone boundary (PHZB) of Mt. Baekdu that H/L ratio are selected 0.10. And lahar volumes for simulation were estimated to $1{\times}10^6$, $5{\times}10^6$, $1{\times}10^7$, $5{\times}10^7$, $1{\times}10^8$, $5{\times}10^8$, $1{\times}10^9m^3$, respectively. In the results, 15 streams are located near a proximal hazard zone boundary, Amnok (Yalu) river (south), Toudaosonghua river, Jinjiang river and Huapi river (west-southwest), Songjiang river, Xiaosha river, Caozi river and Sandaosongjian river (west-northwest), Toudaobai river, Erdaobai river and Sandabai river (north), Wudaobai river-1, -2, -3 (northeast) and Duman (Tumen) river (east). The results of this study can be used as basic data to make a hazard map for reduce the damage that can be caused by volcanic hazards occurred on Mt. Baekdu.

CNN-based Shadow Detection Method using Height map in 3D Virtual City Model (3차원 가상도시 모델에서 높이맵을 이용한 CNN 기반의 그림자 탐지방법)

  • Yoon, Hee Jin;Kim, Ju Wan;Jang, In Sung;Lee, Byung-Dai;Kim, Nam-Gi
    • Journal of Internet Computing and Services
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    • v.20 no.6
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    • pp.55-63
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    • 2019
  • Recently, the use of real-world image data has been increasing to express realistic virtual environments in various application fields such as education, manufacturing, and construction. In particular, with increasing interest in digital twins like smart cities, realistic 3D urban models are being built using real-world images, such as aerial images. However, the captured aerial image includes shadows from the sun, and the 3D city model including the shadows has a problem of distorting and expressing information to the user. Many studies have been conducted to remove the shadow, but it is recognized as a challenging problem that is still difficult to solve. In this paper, we construct a virtual environment dataset including the height map of buildings using 3D spatial information provided by VWorld, and We propose a new shadow detection method using height map and deep learning. According to the experimental results, We can observed that the shadow detection error rate is reduced when using the height map.

Villagers' Participation in Conservation of Village Woodlands -Two cases of Namwon City, Korea (마을숲 보전 사업에 대한 마을 주민의 참여가능성 -남원시 2개 마을의 경우)

  • Park, So-Hee;Koo, Ja-Choon;Youn, Yeo-Chang
    • Journal of Korean Society of Forest Science
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    • v.102 no.1
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    • pp.15-23
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    • 2013
  • This study aims to analyze factors affecting villagers' participation in conservation of village woodlands. We postulated that socio-economic characteristics such as gender, age, place of birth, wealth level, frequency of use and leader experience could contribute to decision-making of participation in the village woodland conservation. Data were collected by interviewing 52 villagers in village A and 41 villagers in village B and were used to estimate the probability function of villager's participation in village woodland conservation using ordered logit model. The results indicate that frequent use of village woodlands increases the probability of villagers' participation in conservation of village woodlands in the case of village A. In the case of village B, people who were born in the village and have experiences of serving the village as a village leader are more likely to participate in the village woodland conservation activities. Considering the fact that the village woodland of village A is owned by the community as a village common, and that cultural activities remain in the village woodland of village A, the utility of village woodlands to the residents and their common understanding of village woodlands seem to influence the likelihood of villagers' participation in conservation of village woodlands. In order to induce villagers' participation in the village woodland conservation, it is necessary to recognize the right of villager's access and provide villagers with common understanding of village woodlands through cultural activities and education programs.

A study of improved ways of the predicted probability to criminal types (범죄유형별 범죄발생 예측확률을 높일 수 있는 방법에 관한 연구)

  • Chung, Young-Suk;Kim, Jin-Mook;Park, Koo-Rack
    • Journal of the Korea Society of Computer and Information
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    • v.17 no.4
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    • pp.163-172
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    • 2012
  • Modern society, various great strength crimes are producing. After all crimes happen, it is most important that prevent crime beforehand than that cope. So, many research studied to prevent various crime. However, existing method of studies are to analyze and prevent by society and psychological factors. Therefore we wishes to achieve research to forecast crime by time using Markov chain method. We embody modelling for crime occurrence estimate by crime type time using crime occurrence number of item data that is collected about 5 great strength offender strength, murder, rape, moderation, violence. And examined propriety of crime occurrence estimate modelling by time that propose in treatise that compare crime occurrence type crime occurrence estimate price and actuality occurrence value. Our proposed crime occurrence estimate techniques studied to apply maximum value by critcal value about great strength crime such as strength, murder, rape etc. actually, and heighten crime occurrence estimate probability by using way to apply mean value about remainder crime in this paper. So, we wish to more study about wide crime case and as the crime occurrence estimate rate and actuality value by time are different in crime type hereafter applied examples investigating.

A Study on the Stress of Clinical Practice, Stress Coping and Somatization for Dental Hygiene Students (치위생과 학생들의 임상실습스트레스와 스트레스대처방식 및 신체화경향에 관한 연구)

  • Hong, Su-Min;Han, Ji-Hyoung;Kim, Hee-Kyoung;Ahn, Yong-Soon
    • Journal of dental hygiene science
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    • v.9 no.2
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    • pp.219-224
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    • 2009
  • The purpose of this study was to investigate the relationship among the stress on clinical practice, stress coping method and the somatization symptom of dental hygiene students and propose strategies for effective instruction of clinical practice. The survey was performed by self-reported questionnaires for 268 dental hygiene students who have recently experienced clinical practice. Collected data were analyzed using by t-test and Pearson correlation coefficient with the SPSS Win 12.0 program. Its results are as follows. 1. In the satisfaction of clinical practice, 'Satisfaction', 'Average' and 'Unsatisfactory' were 32.5%, 42.2% and 25.4%, respectively. The reason for dissatisfaction of clinical practice were 'insufficient education of college'(29.8%), 'environment of clinical practice institute'(23,4%), 'interpersonal relationship'(21.3%) in order. 2. Somatization symptoms was positive correlation(0.307, p < 0.01) associated with stress of clinical practice. Also it was negative correlation associated with satisfaction level of the subjects and stress of clinical practice. Correlation coefficient of the interpersonal relation factor was found the most significantly high as much as 0.331, according to the analysis carried out between subordinate factors of clinical practice stress and somatization. 3. According to stress coping method. Subjects were distributed into two group of active method and passive method. Thereafter as a result of verifying the difference of somatization symptoms, there was statistically significant difference between active method group and passive method group. Based on the study results, we suggests that effective management program of clinical practice should be developed and applied to the dental hygiene students to make them cope with stress and somatic symptom during their clinical practice.

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Factors Influencing on Intention of Dental Care Utilization after Annual Dental Examination for Workers in Daegu, Korea (대구시 일부 근로자의 구강검진후 치과진료 이용의사에 영향을 미치는 요인)

  • Jang, Bun-Ja;Choi, Youn-Hee
    • Journal of dental hygiene science
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    • v.9 no.5
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    • pp.579-586
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    • 2009
  • Prior to the start of the general oral examination, this study was performed using the theory of planned behavior to provide data that would help not only increase intention of industrial workers' dental care utilization after their dental examination, but develop the follow-up oral health programs. As the first research group, 608 workers were selected from the 1016 workers while excluding both 53 workers who were currently undergoing dental treatment and 355 workers who had an opportunity to visit the dental clinic over the previous six months. Among the general characteristics that would influence the 608 workers' intention to utilize the dental clinic within one (1) month, their financial state showed that the higher their financial abundance level, the stronger their intention to visit the dental clinic(p<0.01). It was shown that the attitude toward the dental care utilization related behavior and subjective norm except the perceived behavioral control among the TPB variables had a significant effect on their intention(p<0.01). Among TPB variables, attitude toward the dental care utilization and subjective norm except the perceived behavioral control, were significant correlation with behavioral intention(p<0.01). The structure model's R-square of the attitude toward the behavior, subjective norm and perceived behavioral control having and effect on the intention accounted for 21%. In order to encourage the workers to have positive thoughts about the attitude toward their dental care utilization and subjective norm, therefore, it is required to perform the continued oral health programs, in addi1ion to oral health experts' regular education.

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