• Journal of Digital Convergence
• /
• v.11 no.11
• /
• pp.683-691
• /
• 2013

The purpose of this study is to identify the impact of behavior, subjective norm, perceived behavioral control and the empathy with staff of those who use social welfare center senior education program on the intention to use. To examine this, between theory of planned behavior of Fishbein & Ajzen(1975) and service quality of Parasuraman, Zeithaml & Berry(1988), research hypotheses that empathy with employees has an influence on intention to use are set. Data from 336 people joining Chungcheongnam-do social welfare center were collected by structured questionnaires, and data analysis for hypothesis testing was analyzed using regression analysis. The results of this study showed that behavior, subjective norm, perceived behavioral control and the empathy with staff of those who utilize social welfare center senior education program had a great impact on the intention to use.

• Journal of Korean Public Health Nursing
• /
• v.28 no.3
• /
• pp.553-564
• /
• 2014

Purpose: The aim of this study is to identify the expectations and perceptions of health center users as to the services. SERVQUAL scale was used for measurement of service quality. The purpose of this study is to offer baseline data for improving the quality of health care services. Methods: The subjects were users of a health center in S City in Kangwon-do; 170 people participated in this study. Results: Regarding service quality depending on general characteristics, the following results were obtained. First, there were statistically significant differences depending on the gender, purpose of visit, and satisfaction in the health center. Second, the services fell short of the expectations. Third, the quality of 'safe, accurate services' scored the highest, while 'empathy and friendliness' scored the lowest. Fourth, 'internal, external environment of the health center' scored the highest, while 'courtesy of staff' scored the lowest. There were no statistically significant differences. Conclusion: Based on the findings, the following are suggested. First, employee education should be provided for development of empathy and interaction with patients; those are the weakest areas in the health care services. Second, a system allowing patients to understand and participate in their treatment should be developed.

• Journal of the Korean Dietetic Association
• /
• v.3 no.2
• /
• pp.123-140
• /
• 1997

The purpose of this study were to assess main management components that can lead to successful university foodservice operations. Specifically, it was intended to develop the tool which assesses the service quality, management, to assess the difference between customer importance from and perceptions of service quality, to compare management perceptions of customer importances with actual service delivery, and to identify internal problems which affect service quality with the use of gap model. Three types of questionnaires were developed and implemented for customers, foodservice personals and foodservice manager. Assessment tools were developed based on the literature review, SERVQUAL, GAP model, and the pilot study. Through the validity and reliability test, the questionnaires were revised. Questionnaires were distributed to 900 university students, 207 foodservice personnels, and 54 foodservice manager respectively. 831 university students, 177 foodservice personnels, and 48 foodservice manager were responded with a response rate of 92.3%, 85.5%, and 88.8% respectively. Statistical data analysis was completed using the SPSS programs for descriptive analysis, ANOVA. and SNK test. The results of this study can be summarized as follows : 1. In quality service management components, 31 quality service attributes were categorized and named into primary quality, secondary quality, hygiene, empathy, tangibles, reliability, responsiveness, and price by the factor analysis. 2. Importance mean score of customers was 4.02 out of 5, but perception mean score of customers was 2.55. So there was a relative big gap(1.47) between importance and perception scores, especially in three dimensions of responsiveness, primary quality, and hygiene. 3. It showed that customers' mean scores of perceived service quality by dimensions were the following order : price > reliability > secondary quality > hygiene > tangibles > primary quality > responsiveness > empathy. And the perception mean score of rented(2.59) or contracted(2.58) management was significantly higher than that of self-operated(2.48). 4. Customers' importances mean score which internal customers recognize was 4.23 out of 5, but service delivery mean score was 3.85. So there was a little gap(0.39) between management perceptions of customer importances and actual service delivery. 5. In gap model, SERVQUAL score showed -1.47, Gap 1 positive 0.15, gap 2 negative 0.61, and gap 3 was positive 0.19. 6. The internal problems were as follows : (1) The managers of University foodservice perceived well enough the customers' expectation value but their management competency was lacked in terms of responding customer needs, (2) The foodservice staff perceived service performance more highly than service quality specifications.

• The Journal of Asian Finance, Economics and Business
• /
• v.5 no.3
• /
• pp.73-80
• /
• 2018

The growth of Bandung's tourism industry has had a massive impact on the hotel sector. Most tourists visiting Bandung are domestic tourists and tend to be modest spenders fitting the profile of a mid-market (2/3 star) hotel guest. As competition has increased mid-market hotels have come under pressure from upmarket (4/5 star) and budget hotels committed to cutting prices. There is also competition with the mid-market hotel sector, which means that the 2/3 star hotels have to keep innovating in order to remain competitive. This study uses the Service Quality framework to describe customer expectations and identify gaps in hotel services. A questionnaire survey of 105 local tourists who had stayed in 2/3 star hotels in Bandung showed that the most important dimension is responsiveness, following by reliability, assurance, tangibles and empathy. Thus we conclude that local tourists' primary expectations are that hotels will deliver the service they have promised, be responsive to guests' needs and comply with service standards. Furthermore, these findings validate the earlier prediction that comparing 2/3 star hotel with 5/4 start hotel, the customers are having preliminary knowledge on facilities limitation and friendliness. Tourists using 2/3 star hotels tend to be prepared to accept limited facilities and less friendly staff service.

• Journal of Korean Academy of Nursing
• /
• v.25 no.2
• /
• pp.222-243
• /
• 1995

The purpose of this study was to present basic data in the nursing practice for the management of living kidney donor by understanding the nature and meaning of kidney donors, experiences. The research subjects were 11 living kidney donors who had donated from Mar 1991 to Feb. 1994 and discharged from the 3 hospitals in Pusan. Data has been collected by Intensive interview with donors. The data analysis has made by phenomenological method of Van Kaam for understanding the phenomenon and meaning of their experiences. The experiences of kidney donors were analyzed into the 4 situations, that is,'motivation of kidney donor', 'decision time to make kidney donation', 'pre-opperation','after donation'. The descriptive expression and common elements were drawn from original data of each situation on the basis of subjects' own words. From each situation, the com-mon elements of kidney donors' experiences were integrated, summarized and described as follows 1. Motivation of kidney donation They wanted to donate their kidney because of empathy of pain on the groung of love to the recipient and with exppectation of successful kidney transplant or as a solution of economic difficulty. 2. Experiences in deciding to make kidney do-nation In deciding to make kidney donation, donors had love toward the recipients. But they experienced conflict too. 3. Experiences before being operated on donated kidney In experiences from deciding to make kidney do nation to preoperation, donors had love toward the recipients. But they also felt anxiety or dissatisfaction. Therefore, they controlled their mind by their faith, support of medical staff or support of society. And they experienced regret for the sociological cognition or financial apprehension. 4. Experiences after kidney donation After kidney donation, donors experienced satis-faction and accompplishment in spite of mental and physical discomfortness, while they felt sense of loss / disappointment, repentance, regret, and apprehension of progress toward their condition. Thus, kidney donors donated their kidney on the ground of empathy and love to the recipient and with expectation of successful kidney transplant. But during the process of kidney donation, they ex perienced conflict, love, anxiety, regret, apprehension of economy. And after donation, they felt sense of satisfaction and accomplishment, while they felt sense of discomfortness, loss / disappointment, re-gret, repentance, or apprehension of progress toward their condition. This result contribute to nurses' role not only for the management of living kidney donors but also for the management of cadaver donors' family.

• Korea Journal of Hospital Management
• /
• v.22 no.3
• /
• pp.118-132
• /
• 2017

This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.

• Journal of Korean Academy of Nursing
• /
• v.46 no.3
• /
• pp.431-442
• /
• 2016

Purpose: This paper was conducted to validate the Korean version of the Peer Group Caring Interaction Scale (PGCIS-K) that measures caring behaviors as experienced by nursing students. Methods: Translation of the PGCIS-K was validated through forward-backward translation methods. Survey data were collected from 218 nursing students in a nursing school. Construct validity and criterion-related validity were evaluated. Internal consistency and the Guttman split-half coefficient were calculated to assess reliability. Results: The PGIS-K showed reliability except for 4 items (Cronbach's ${\alpha}=.91$, Guttman split-half coefficient=.85), which were low (<.30) or negatively correlated with the total scale. A 12-item reduced form of the PGCIS-K was developed by item-analysis and construct validity evidence. Factor loading for the 12 items on 2 factors ranged from .47~.82, which explained 58.4% of the total variance. Two factors were named 'modeling and assistance (Cronbach's ${\alpha}=.87$)' and 'communication and sharing (Cronbach's ${\alpha}=.82$)'. Convergent validity, discriminant validity, and criterion validity were supported according to the correlation coefficients of the 2 factors with other measure. Conclusion: The findings suggest preliminary evidence that the 12-item PGCIS-K can be used to measure nursing students' peer group caring interactions in Korea. Additional studies are recommended to continue the psychometric evaluation of this scale. Also, it can be extended to measure graduate nursing students or staff nurses' peer group caring interaction.

• Industry Promotion Research
• /
• v.5 no.3
• /
• pp.145-155
• /
• 2020

Co-operatives are a deep-rooted organization that was first organized in Britain in the 19th century and spread to Europe and North America in the early 20th century and to the rest of the world from the mid-20th century. Cooperative in Italy are fraternal (friendly societies) separated from religion, and in the early days of socialism and the late 19th century Catholic Italy, but independent of activity. And the Church's social participation, as well as multiple personalities. Therefore, the purpose of this study is to study the laws and institutions of Italian cooperatives. And let's look at how the laws and systems of Italian co-operatives support society and the national economy. Specifically, firstly, based on prior research, the concept of co-operatives and the cooperative movement and social values are considered. Second, review the development process and characteristics of Italian co-operatives and the legal system. Third, I would like to analyze the case of Italian co-operatives. Fourth, suggest implications according to the results of the study. The results of the study suggested the following. First, the attitude such as attachment and sincerity of representatives and staff of village enterprises is very important. Second, all members of the organization should participate in decision making with empathy and attachment to the vision of the village enterprise. Third, it should be highly likely that village enterprises, which can draw capital from outside according to the needs of the organization, will generate higher economic results. Fourth, it is important to establish a model of mind enterprise by presenting factors and success factors in establishing a village enterprise based on cases and theories. In conclusion, Co-operatives should contribute to social contribution rather than economic profit-seeking.

• Journal of the Korean Institute of Landscape Architecture
• /
• v.45 no.2
• /
• pp.23-39
• /
• 2017

This study began from the question, "is there a way to efficiently apply industrial demand in the university curriculum?" Research focused on how to actively accept and respond to the era of the NCS (National Competency Standards). In order to apply NCS to individual departments of the university, industrial personnel must positively participate to form a practical-level curriculum by the NCS, which can be linked to the work and qualifications. A valid procedure for developing a curriculum based on the NCS of this study is as follows: First, the university must select a specific classification of NCS considering the relevant industry outlook, the speciality of professors in the university, the relationship with regional industries and the prospects for future employment, and the need for industrial manpower. Second, departments must establish a type of human resource that compromises goals for the university education and the missions of the chosen NCS. In this process, a unique competency unit of the university that can support the basic or applied subjects should be added to the task model. Third, the task model based on the NCS should be completed through the verification of each competency unit considering the acceptance or rejection in the curriculum. Fourth, subjects in response to each competency units within the task model should be developed while considering time and credits according to university regulations. After this, a clear subject description of how to operate and evaluate the contents of the curriculum should be created. Fifth, a roadmap for determining the period of operating subjects for each semester or year should be built. This roadmap will become a basis for the competency achievement frame to decide upon the adoption of a Process Evaluation Qualification System. In order for the NCS to be successfully established within the university, a consensus on the necessity of the NCS should be preceded by professors, students and staff members. Unlike a traditional curriculum by professors, the student-oriented NCS curriculum is needed sufficient understanding and empathy for the many sacrifices and commitment of the members of the university.