• 한국조리학회지
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• 제15권1호
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• pp.79-93
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• 2009

본 연구는 테마파크에서 식음료서비스 품질과 가격이 테마파크를 방문한 고객의 만족도와 재방문의도에 미치는 요인들을 실증 분석을 통하여 파악함으로써 테마파크 고객에게 영향을 미치는 서비스 품질의 속성과 상관관계를 연구하여 테마파크의 수익성을 증가시키는 길을 제시하고자 한다. 연구내용을 요약하면 본 연구는 식음료서비스 품질과 테마파크를 방문한 고객만족도의 영향관계를 파악했다는데 의의를 찾을 수 있다. 테마파크의 전체매출액의 약 20%정도를 차지하고 있는 식음료의 부분의 서비스 품질과 판매가격은 서로 연관성이 있으며 테마파크 입장객 만족도와 재방문 의도에 긍정적인 영향을 미친다. 이는 테마파크의 수익성증대와 고객의 만족도 상승으로 고객의 재방문율을 높이기 위해서 식음료 서비스품질을 높이고 품질에 바탕을 둔 합리적인 가격 결정이 필요함을 의미한다. 서비스 품질을 높이기 위한 품질 요인 중 가장 중요한 요인은 종업원이 고객에 도움을 주려는 마음자세 즉 서비스 정신이다. 이를 위해서 종업원의 사기 진작을 위한 교육 및 훈련을 통하여 구성원들의 사기를 증진시키고 서비스정신으로 무장된 종업원으로 탈바꿈시키기 위한 조치들이 필요하다. 이렇게 하여 서비스품질을 높임으로써 식음료 상품을 통한 고객만족과 고객의 재방문 의도를 높일 수 있다.

• 한국융합학회논문지
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• 제9권4호
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• pp.189-199
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• 2018

연구의 목적은 컨설턴트의 능력이 컨설팅 만족도, 컨설팅 서비스 품질 및 고객 회사 컨설팅에 대한 이해에 미치는 영향을 조사하는 것이다. 본 연구결과를 요약해보면 컨설턴트 역량이 컨설팅 만족도에 영향을 미치며, 서비스 품질을 매개하여 컨설팅 만족도에 영향을 미칠 것이라는 가설에 대해 대응성, 공감성, 유형성, 확신성, 신뢰성이 유의한 영향을 미치는 것으로 확인할 수 있었다. 또한 수진기업이 컨설팅에 대한 이해가 높을수록 컨설팅의 만족도에 영향을 미치는 것으로 나타났다. 컨설팅의 만족도를 향상하기 위해서는 컨설턴트 역량뿐만 아니라 고객의 컨설팅 이해를 향상하기 위한 노력이 기울여야 의도하는 만족도를 달성할 수 있다는 점을 시사하고 있다. 향후 수진기업 측면에서 컨설팅 만족도를 향상할 수 있는 이해도 높일 수 있는 방안에 대한 추가 후속 연구가 필요하다.

• The Journal of Korean Physical Therapy
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• 제27권4호
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• pp.201-206
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• 2015

Purpose: This study was conducted in order to understand the influence of professionalism on job satisfaction and job performance of the physical therapist. Methods: Subjects were 148 physical therapists. We conducted a questionnaire survey on professionalism, job satisfaction, and job performance. Professionalism questions were 'Compliance of professional organization', 'Beliefs about public service', 'Autonomy', 'Beliefs about self-regulation', and 'Vocation awareness of the profession'. A regression analysis was then performed. Results: The subjects' average score for professionalism was $3.18{\pm}0.31$ points. The lowest score for satisfaction was observed for 'Compliance of professional organization'. Professionalism had an effect on job satisfaction. 'Vocation awareness of the profession (${\beta}=0.44$, p<0.001)', 'Beliefs about public service (${\beta}=0.25$, p<0.01)', and 'Autonomy (${\beta}=0.17$, p<0.05)' had an effect on job satisfaction. R square=0.46 (adjusted R square=0.45). Professionalism had an effect on job performance. 'Autonomy (${\beta}=0.29$), p<0.001)', 'Vocation awareness of the profession (${\beta}=0.22$, p<0.05)', and 'Beliefs about self-regulation (${\beta}=0.18$, p<0.05)' had an effect on job performance. R square=0.25 (adjusted R square=0.22). Conclusion: The results of this study indicate that in order to improve job satisfaction and job performance, it is necessary to improve professionalism. Therefore physical therapists should improve their professionalism ('Compliance of professional organization', 'Beliefs about public service', 'Autonomy', 'Beliefs about self-regulation', and 'Vocation awareness of the profession') in order to improve their job satisfaction and job performance. In addition, research to improve professionalism of the physical therapist should be continued.

• 대한인간공학회지
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• 제30권1호
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• pp.169-177
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• 2011

The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.

• 보건의료산업학회지
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• 제10권2호
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• pp.167-177
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• 2016

Objectives : The aims of this study were to identify life satisfaction of elderly living alone based on their health status and suggest measures that improve their physical, mental and oral health, which could be used in future welfare policies on the elderly. Methods : The study subjects were 307 senior citizens who lived alone and used senior citizen centers in Jeonju-si, Jeollabuk-do. Results : Life satisfaction tended to be high when the subjects had a low number of chronic diseases, no activity limitations and stress, no suicidal feelings, no tooth mobility and chewing difficulty and denture use. Conclusions : To improve life satisfaction, elderly living alone need to make effort to maintain their health however, policy programs that improve the physical, mental and oral health of the elderly need to be promoted.

• 품질경영학회지
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• 제45권4호
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• pp.811-828
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• 2017

Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.

• 한국식품조리과학회지
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• 제29권5호
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• International Journal of Advanced Culture Technology
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• 제8권3호
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• pp.172-185
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• 2020

To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

• 가정과삶의질연구
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• 제28권1호
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• pp.51-67
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• 2010

This study looked into the current conditions in Korean and Japanese care management for the elderly, cases of consumer counseling in these countries, and the supporting institutions for Japanese users regarding the use of care management for the elderly. The number of recipients of care management for the elderly in both Korea and Japan is growing every year, and more Japanese users receive various services compared to Korean users. The results of an analysis on consumer counseling regarding the use of Korean and Japanese care management revealed, two types of complaints: counseling for the improvement of the institution and complaints related to the procurement of service. Regarding the insurance system, the complaints were mostly related to affirmation of a rating and the burden incurred by cost-sharing. Regarding the use of service, such key impairment cases were related to in-service medical accidents, illegal acts including caregiver contract violations and forced retirement, careless service by workers, and human rights violations of the elderly. Japan has developed governmental and, related-administrative and business services as well as a local governmental system to redress customer impairment issues as this pertains to service for better quality care management. In addition, they have enlarged the locally closed service, provided exact information about the services offered, and improved service appraisal techniques. The Japanese cases will serve as a good reference to improve the Korean system. In particular, the construction of a system that reduces customer losses and the availability of more counseling information are urgently required to improve the system in terms of customer experiences when they seek care management.

• 정보보호학회논문지
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• 제27권2호
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• pp.181-192
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• 2017

사물인터넷은 다양한 사물들로부터 발생되는 정보를 수집 공유 분석하여 사람들에게 유용한 정보 서비스를 제공하는 것을 의미한다. 본 논문은 사물인터넷 환경에서 발생하는 서비스 접근제어, 서비스 보안 기술 그리고 ID 관리 기술에 대한 서비스 영역에서의 보안 안전성을 향상시키는 방안을 제시한다. 서비스 보안의 안전성 향상을 위해 공개키 기반의 C&C(Certificate and Capability) 서비스 토큰 인증서를 설계하고 발급할 수 있는 서비스를 구현하였다. 또한 노드 디바이스로부터 수집된 데이터를 기반으로 리소스 서비스의 생성 시 이를 효율적으로 관리하고자 LCRS(Left Child-Right Sibling) 리소스 모델관리 방안과 서비스에 대한 접근제어를 위해 리소스 서비스 URI 보안 관리하는 IoT 서비스 시스템을 구현하였다.