• Journal of the Korea Convergence Society
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• v.8 no.9
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• pp.271-276
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• 2017

This project has been conducted to improve the usability of Chatbot Services such as Google(Allo) and Facebook M(Messenger. Based on the evaluation, this study aims to suggest the solutions to improve the usability of domestic Chatbot services and future directions for their development. It provides the overall understanding of the AI Chatbot service and the feature of Chatbot service through literature search. Furthermore, we summarized the current standing and the prospect of domestic messenger-based assistant Chatbot services. For conducting user evaluation, Peter Morville's honeycomb model is applied to in-depth user interviews. The followings are elements that could be amended to improve the service. The service should be incorporated by intuitive elements for users' understanding its functions and eliminate any elements that interfere with usability. The accuracy should be increased to improve the user satisfaction. This research will provide the future guidelines to improve the usability of Chabot services through continuous evaluation by users.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.531-542
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• 2012

Purpose: This study examines the causal relationship among perceived call center service quality, perceived brand personality, and service loyalty. Methods: This study employs call center services in mobile phone, credit card, and internet shopping, to collect data from respondents via on-line survey, and analyzes causal relationship among above-mentioned three constraints. Results: Perceived call center service quality has a positive impact on perceived brand personality and service loyalty. Perceived brand personality has a positive impact on service loyalty. Cognitive loyalty has a positive influence on attitudinal loyalty. Attitudinal loyalty has a positive impact on behavioral loyalty. Perceived brand personality has a mediating effect towards perceived call center service quality and service loyalty. Conclusion: In order to improve service loyalty, it is necessary to understand diverse variables. Call center service companies are required to find the ways to improve their service quality, while positively applying the techniques of differentiating the brand personality used by manufacturing companies.

• International Journal of Contents
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• v.14 no.4
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• pp.30-38
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• 2018

Recently, HTTP Adaptive Streaming(HAS), a video streaming service over the HTTP based web platform has become common. The use of HAS service in mobile communication devices such as mobile phones and tablet PCs is rapidly expanding. This paper addresses ways to improve the quality of HAS service by enhancing the terms of viewer satisfaction. HAS systems have several internal operational processes, which can affect viewer satisfaction. Such processes include, the quality determination for the next video chunk, the TCP connections-setup procedure and the congestion control operation of the TCP. This paper proposes a transmission scheme to improve the HAS quality services over mobile web. The proposed scheme takes into consideration the past implicit communication state of the receiver's playback buffer occupancy. The results of these experiments indicate that the proposed scheme can improve the quality of HAS service from the mobile viewer's point of view.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.17-30
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• 2021

In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.

• Journal of Society of Preventive Korean Medicine
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• v.10 no.1
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• pp.109-121
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• 2006

The purpose of this study was to determine factors influencing patient satisfaction with medical services in hospital, which is classified into environmental aspect, human services and procedural services. Based on the results of literature review, the study focused on effects of social-demographical factors on patient satisfaction. The environmental aspect of medical care services included medical equipment and facilities, hygiene, ventilation, heating and air-conditioning, waiting and resting space, ward space and parking facilities. Procedural service included registration process, bill payment, waiting time after registration, examination and prescription as well as appointment process. Human services consisted of physicians listening to stories of patients, examination duration, physicians' explanation and physicians' service. As for nurses, explanation about disease, examination procedure and results, kindness and nursing care were evaluated. Services provided by other staff members were also evaluated. Patient satisfaction, defined as individual attitude toward medical service as a whole, was measured using a questionnaire. A total of 700 in-or out-patients were surveyed in 6 hospitals with more than 300 beds in North Gyeongbuk Province. 1. The level of patient satisfaction varied with characteristics of patients. Male patients and those in their 30s had a low level of satisfaction. Dissatisfaction level was positively related to education level but negatively related to economic condition. 2. As for patient satisfaction with medical service providers and other employees in hospital, satisfaction level with physician's explanation about treatment was higher. But dissatisfaction levels with treatment duration and the lack of explanation about examination procedures were high, calling for improvement. Dissatisfaction level with nursing care was high, calling for training of nurses for better service. Given the low level of satisfaction with human services, hospital employees need to be trained to improve their service. 3. It Was found that administrative service was also a significant factor influencing patient satisfaction in addition to medical service. It is therefore important for hospitals to provide patients with prompt and convenient procedural service. 4. Environmental factors such as medical equipment and amenity facilities also affected patient satisfaction. Thus environmental condition, procedural service and human service are all important to improve medical service in hospital. In summary, procedural service was the most significant factor for patient satisfaction. The level of satisfaction in patients was also affected by human service and environmental condition. It is therefore necessary to take patient-oriented approach in providing medical service in an effort to improve patient satisfaction. The finding of a lower level of satisfaction with human service signifies the need for training of healthcare providers and other hospital employees for better services. The introduction of advanced management programs is also needed to improve procedures that patients go through in hospitals.

• Journal of Korean Society for Quality Management
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• v.37 no.1
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• pp.56-68
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• 2009

A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students' experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high Priority to improve dormitory service.

• Culinary science and hospitality research
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• v.8 no.2
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• pp.37-58
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• 2002

Up to these days, hotels are assumed to compete each other. Due to the spread of high quality the hotel restaurants have begun to face an intensive competition. Hotel food at Beverage have become the more competitive along with fund, good price, service, quality food, and management know-how. It causes the hotel restaurants confront with management difficulties. In order to overcome the management difficulties, hotel restaurants have to improve their marketing abilities and especially to improve their service quality. For this, it is necessary fur hotel restaurants to investigate how their service providers and receivers recognize their service quality. In this research, we examined the cognitive three types of cognitive gaps among customers, service providers, and managers both on the service quality and on the positioning of hotel restaurants. Their cognitive gaps proved negatively correlated with hotel's performance. This research suggests the following findings. Firstly, the competitiveness of hotel restaurant depends on the accurate communication and consensus among managers, service providers, and customers. Secondly, using the information about cognitive gaps recognized, each hotel restaurant should develop concrete marketing plans and strategies with a careful consideration about its current competitive position and management condition.

• Proceedings of the Korea Information Processing Society Conference
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• 2005.05a
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• pp.213-216
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• 2005

In this paper, we propose the redirect streaming service model to enhance resurgent ability. The system consists of a redirect server, local streaming servers and clients. A redirect server searches the best streaming server. And streaming servers starts a requested service or resumes it when in a trouble. RTSP/RTP is one of the effective solutions to improve QOS in VOD, however a service can be broken off by an overloaded server or network especially in live. We designed and implemented not only a distributed streaming system that solves the broken-off service to enhance a resurgent system, but also DSSP, distributed streaming service protocol, which is adopted to implement this model. Those will improve the performance of streaming service using RTP/RTSP and be contributed to a real time streaming research to solve a service trouble.

• Proceedings of the Korean Society for Quality Management Conference
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• 2009.10a
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• pp.80-88
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• 2009

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommunication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This paper make a suggestion about process to improve how to make a new product include of customers view. So. This paper was using the QFD and AHP.

• Journal of Korean Society for Quality Management
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• v.48 no.2
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• pp.329-344
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• 2020

Purpose: The purpose of this study is to measure the Airline Educational Service Quality and to find ways to improve the priority factors that need improvement. Methods: The 267 collected data from the survey of K-airline calculate the Potential Customer Service Improvement Index based on the Kano Model, Timko Customer Satisfaction Index and conduct Focus Group Interview. Results: The satisfaction of Airline Educational Service Quality can be improved if instructor operations are intensively managed considering field experience and contents that can be applied in the field. Conclusion: This study would provide useful information about Airline Educational Service Quality and can be applied to map out strategies to improve the satisfaction of the Airline Educational Service.