• 한국IT서비스학회지
• /
• 제12권2호
• /
• pp.373-386
• /
• 2013

The purpose of this research is to develop a model for efficient service R&D investment in government budgeting process. It is necessary to develop an efficient and effective investment model to improve competitiveness of the service industry and national economy. Various existing types of service R&D classification have been reviewed. And object-oriented service R&D request classification types have been derived. A tentative model for evaluating service R&D requests have been developed through extensive discussions on effective methodologies. The model has been refined and revised by four service budgeting experts. The revised and refined checklists and guidelines have been used for 40 real service R&D requests evaluations. As a result, a full model for service R&D evaluation and budgeting has been proved to be useful. Also, a need for more efficient and concise evaluation model has been raised through this evaluation process. A brief model with only 10 checklists has been developed and its usefulness has been proven by pilot test with 10 real service R&D requests. The results of this study can be used for evaluation of service R&D proposals and effective budgeting of R&D requests for improving global competitiveness. Further research is needed for refining the developed evaluation models.

• 경영과정보연구
• /
• 제6권
• /
• pp.89-115
• /
• 2001

Recently, administrators of Korean university are struggling to survive against rapidly changing environment. But, the customer service of university organizations are generally recognized inferior to those of business service. Thus, the measuring of service quality is the beginning of works to improve customer service in university. SERVQUAL is known the most generalized scale to measure service quality. After SERVQUAL was published as a measure of perceived service quality by PZB(1985), several arguments have been made against its validity and the other measures have been suggested by Tears(1993), Cronin and Taylor(1992). Therefore, this paper reviews about SERVQUAL controversies. Also, this paper analyzed the dimensions of service quality and its relevant concepts. For this empirical study, 288 respondents drawn from university student in Pusan area are collected and 5 hypotheses are analyzed by using regression analysis. The results of empirical study are as follows. (1) three dimensions of service quality(specialty, reliability, tangiables) are perceived from factor analysis. (2) dimensions of service quality are related to the overall service quality and customer satisfaction, especially specialty is varified as the most important dimension. (3) customer satisfaction affects repurchase intention and word-of-mouth effect positively. In conclusion, however this study have a few limitations about sampling and questionnaire, offers some strategic directions for improving the service quality of university organizations.

• The Journal of Asian Finance, Economics and Business
• /
• 제7권11호
• /
• pp.967-976
• /
• 2020

This study aims to improve knowledge of consumers' decision-making by testing a conceptual model that considers the hotel's service quality and service value toward customers' behavioral intentions using a mediator, which is the role of consumers' satisfaction. The object of this research is five-star hotels, which has become a significant segment of the general hotel industry and is undergoing rapid expansion. This research is a quantitative research using questionnaire as the sampling method answered by people who have stayed at five-star hotels before. The total of 150 valid respondents were used in this study. The collected data was processed by a statistical tool software, Partial Least Square (PLS). The major findings of this research showed that the relations between service quality and service value of five-star hotels do not have significant positive impact on consumers' behavioral intention, nonetheless the mediation analysis shows that customers' satisfaction partially mediates service quality and service value with consumers' behavioral intentions to stay. It means that in this case, consumers' satisfaction has an important role to mediate service value quality and service value. As a result, the study shows that four out of six hypotheses are supported. A couple of recommendations are suggested for further research.

• 품질경영학회지
• /
• 제39권2호
• /
• pp.217-233
• /
• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• 제15권8호
• /
• pp.2783-2804
• /
• 2021

In the network function virtualization environment, dynamic changes in network traffic will lead to the dynamic changes of service function chain resource demand, which entails timely dynamic adjustment of service function chain resource configuration. At present, most researches solve this problem through virtual network function migration and link rerouting, and there exist some problems such as long service interruption time, excessive network operation cost and high penalty. This paper proposes a dynamic adjustment method of service function chain resource configuration for the dynamic changes of network traffic. First, a dynamic adjustment request of service function chain is generated according to the prediction of network traffic. Second, a dynamic adjustment strategy of service function chain resource configuration is determined according to substrate network resources. Finally, the resource configuration of a service function chain is pre-adjusted according to the dynamic adjustment strategy. Virtual network functions combination and virtual machine reusing are fully considered in this process. The experimental results show that this method can reduce the influence of service function chain resource configuration dynamic adjustment on quality of service, reduce network operation cost and improve the revenue of service providers.

• 품질경영학회지
• /
• 제50권3호
• /
• pp.407-424
• /
• 2022

Purpose: This study examines the relationship between the environment, society, and governance (ESG) perception of service providers and service quality by considering job satisfaction as a mediator in the Korean parcel delivery context. Methods: This study uses a multi-level analysis by incorporating organizational and individual levels of analysis. It employs a survey method for measuring the ESG perception of parcel delivery persons and service quality ratings from the Korean government. A hierarch regression analysis with 241 responses was used to test hypotheses. Results: The results of this study provide evidence that the ESG perception, particularly its social dimension, of parcel delivery persons is positively associated with service quality. This study also finds the positive effect of the ESG perception on job satisfaction. However, the mediating effect of job satisfaction between the ESG perception and service quality was not confirmed. Conclusion: This study presents significant implications for scholars and practitioners. Parcel delivery companies should implement relevant ESG activities and communicate them with their service persons to improve delivery service quality. The ESG perception of employees plays a critical role in the moment of truth in parcel service delivery to enhance customer satisfaction and service quality.

• 한국IT서비스학회지
• /
• 제22권5호
• /
• pp.17-30
• /
• 2023

A company's sustainable growth is a very important goal, and for this purpose, the company's business model is changing into a convergence of products and services. The purpose of PS-Offering is to maintain a long-term relationship with customers, and customer experience management is necessary for this. This study presents a service design methodology that can support customer experience management of the PS-Offering business model. The experience management portfolio analysis methodology consists of four steps: 1. Deriving service encounter through customer journey maps; 2. Identify the service structure of each service encounter in three forms (FFC, FSC, FSE). 3. Analyze the customer's emotional variables, that is, customer experience, at each service encounter, Finally, 4. After plotting the level of customer experience at the service encounter, the analysis is conducted with a customer experience management portfolio that seeks future strategic plans for this. The methodology presented in this study will help in the service design of the service encounter unit centered on customer experience. And it will improve the financial performance of the company by raising the service level of the business model.

• 디지털정책학회지
• /
• 1권1호
• /
• pp.15-20
• /
• 2022

최근 헬스케어 분야는 다양한 산업 분야의 요구사항을 반영하여 서비스 품질을 향상시킬 수 있는 모델을 개발하려고 노력하고 있다. 본 논문에서는 헬스케어 서비스 향상을 위해서 5G 환경에서 사용자의 헬스케어 정보를 실시간으로 처리할 수 있는 행동인터넷(IoB, Internet of Behavior) 환경 모델을 제안한다. 제안 모델은 사용자의 헬스케어 정보를 딥러닝을 통해 분석한 후 건강 상태를 실시간으로 확인할 수 있도록 하는 것이 목적이다. 이때, 사용자의 생체 정보는 휴대용 의료 장비에 부착된 통신 장비를 통해 전달되며, 사용자 인증은 부착된 IoB 장치에 사전 입력된 정보를 통해 수행된다. 기존 IoT 헬스케어 서비스와의 차별점은 사용자의 습관 및 행동 패턴을 분석해서 디지털 데이터화 하는 점과 수집된 데이터를 기반으로 사용자의 헬스케어 서비스 향상을 위한 사용자 특정 행동을 유도할 수 있다는 점이다.

• KNOM Review
• /
• 제22권1호
• /
• pp.52-59
• /
• 2019

비디오 스트리밍 서비스가 다양한 단말기에서 지원되면서 사용량이 증대되었고 그로 인해 사용자 관점에서 서비스를 개선하려는 노력이 지속되고 있다. 사용자가 영상을 시청할 때 입력부터 재생될 때까지 응답 시간이 길어지면 사용자의 서비스 만족도는 저하된다. 본 논문은 사용자의 과거 시청 이력을 분석하여 선호 영상을 추출하고 이 영상 데이터를 단말기에 사전 배치하여 응답 시간을 줄이는 방법을 제안한다. 실험으로 데이터 사전 배치로 응답 시간이 최대 41% 개선되는 것을 확인하였다. 실제 스트리밍 서비스의 시청 기록을 활용하여 사용자별 선호 영상을 계산하였다. 적중률에 따른 응답 시간 변화와 시청되지 않아 낭비된 데이터양을 알아보았다. 적중률이 높아질수록 응답 시간 개선 효과가 커지는 것을 확인하였다.

• 한국융합학회논문지
• /
• 제11권9호
• /
• pp.193-202
• /
• 2020

종합병원의 주차문제는 내원객이나 방문객들의 불편함이나 민원을 넘어 병원인근지역의 교통문제 및 환경문제를 발생시키는 사회문제가 되고 있다. 본 논문에서는 A종합병원(A병원)의 사례를 중심으로 주차장 입·출차 데이터를 이용하여 주차특성지수를 더욱 정확하게 분석할 수 있는 모델을 제안하고 이를 이용하여 주요지표들을 분석한다. 병원의 특성을 고려하여 새로운 주차지표를 정의하고 분석하였으며 주차수요를 추정할 수 있는 모델을 제안하고 이를 이용하여 분석한다. 본 연구결과를 이용하여 물리적인 주차장시설의 확장보다는 주차데이터에 기반한 체계적이고 유연한 주차장 관리를 통해서 내원객과 방문객들에게 더욱 편리한 주차서비스를 제공할 수 있고 데이터 기반의 주차정책과 규정을 수립하여 병원주차장 운영의 효율성을 향상할 수 있으며 A병원과 규모가 비슷한 병원의 주차정책과 주차수요 산출과 향후 스마트 주차시스템 개발에도 주요한 기초자료로 활용될 수 있다고 사료된다.