• 한국전자거래학회지
• /
• 제27권1호
• /
• pp.81-94
• /
• 2022

서비스 산업에서 널리 사용되는 설문조사 형태의 정성적 평가방법은 서비스 품질을 평가하는 주요한 평가 수단으로 활용되는데, 이때 설문조사 결과에 응답자의 주관적 판단이 개입될 수 있는 여지가 존재한다. 본 연구에서는 이러한 정성적 평가 결과에 포함될 수 있는 주관적 판단을 최대한 배제하고 객관성을 확보하기 위한 방안을 제시한다. 특히 같은 종류의 정성적 평가도구가 여러 사람에 의해 반복적으로 사용되는 상황에서의 객관성 확보 방안에 대해 연구하였다. 이를 위해, Ordered Probit 모델 및 제3자 평가 결과를 함께 활용하여 주관성 개입 여부를 판단하고, 주관성을 보정한 후, 최종 결과에 대해 통계적으로 검증하는 절차를 수행하였다. 본 연구에서 분석한 어플리케이션은 의료서비스 분야이며, 특히 특정 의료서비스 제공 환경에서 해당 서비스 제공자가 자가 진단한 실제 평가 결과를 본 연구에서 제안하는 방법론을 통해 어떻게 객관성이 확보될 수 있는지 구체적으로 설명하였다.

• 자동차안전학회지
• /
• 제15권4호
• /
• pp.79-87
• /
• 2023

In recent years, the population of children has been declining in Korea. Moreover, the phenomenon of elementary school closures is on the rise, particularly in non-urban and some new city areas, highlighting the need for school buses for children. Despite the mandatory safety features in place, accidents involving school buses for children are on the rise, underscoring the need for improvement in the safety of these vehicles. While various studies have been conducted to enhance the safety of children during their school commute, there has been a notable gap in research analyzing the school commuting environment concerning the vehicle safety of these buses. Hence, this study aims to develop a set of service evaluation criteria for school bus routes, considering vehicle safety through the Analytic Hierarchy Process (AHP). By conducting a survey to gather information on the current status of school buses for children and through questionnaires targeting stakeholders in the school bus sector, the study analyzed requirements and operating conditions. These results were used to select evaluation criteria and structure the hierarchy based on the external and internal aspects of school bus services. Through AHP surveys conducted based on the designed criteria, experts identified safety as the most crucial aspect, with a specific emphasis on Vehicle Safety. Using these developed service evaluation criteria, the study plans to identify service-vulnerable routes through a real route analysis and recommend improvements, with the ultimate goal of creating a safe and convenient school commuting environment for children.

• 상하수도학회지
• /
• 제21권4호
• /
• pp.453-465
• /
• 2007

With rapid expansion of the water market and growth of water companies, the recent trends in international water industry show that standardization of service activities concerning management of water and wastewater system (ISO/TC 224, to be issued in the second half year of 2007) is expected to have a large influence on the global water market including liberalization of water service market. In the Draft International Standard(DIS) of ISO/TC224, Performance Indicators(PIs) are suggested to estimate the service activities relating to water and wastewater treatment facilities. PIs have been developed in many countries including some international organization(World Bank, IWA and etc.) for service benchmarking. To evaluate public service level and establish plans to improve service level of wastewater utilities, we developed PIs for 120 items and applied them to 10 sewage utilities in the consideration of their scales, circumstances and conditions. In this study, we verified the applicability of the developed performance indicators(PIs). So, we concluded that PIs developed for the purpose of this study can be a useful tool applicable to objective evaluation of the service level of sewage utilities. Using the evaluation tool of PIs developed, it can also be used as a benchmarking tool in this industry as well as for enhancing the efficiency of operation and management of the sewage system. It will also contribute to the water resource management through determination of investment priorities based on the evaluation results and to raising international competitiveness of the domestic sewage utilities to meet the future opening of the water market.

• 대한교통학회지
• /
• 제28권4호
• /
• pp.85-93
• /
• 2010

기존 대중교통 서비스평가 시스템이 이용자의 의견을 충분히 반영하지 못하고 있다는 관점에서 도시철도 환승역을 대상으로 통행구간별 서비스 지표를 선정하고 평가하였다. 통행구간은 (1) 역사접근, (2) 역입구에서 승강장, (3) 승강장, (4) 환승통로로 구분하여 각 구간별 서비스 평가지표를 선정한 후, 교통전문가를 대상으로 한 계층화기법(AHP)을 통해 통행구간 및 서비스 평가지표간 가중치를 산정하였다. 그리고 나서 26개 환승역을 중심으로 2000명의 이용자에게 서비스 만족도에 대한 조사를 실시하였다. 분석결과, 역사접근과 환승통로가 가중치 면에서 상대적으로 높게 나타났으며, 동일한 서비스이더라도 통행구간에 따라 서비스의 가중치는 다르게 나타났다. 만족도는 승강장에서의 안락도, 환승통로에서의 혼잡도, 역입구-승강장의 타수단의 환승정보 제공정도 순으로 낮게 나타났다. 한편 IPA분석결과, 환승통로에서 제공하는 모든 서비스가 가중치는 상대적으로 높으나 만족도는 낮아서 우선적으로 개선할 필요가 있었다.

• 한국IT서비스학회지
• /
• 제15권3호
• /
• pp.97-114
• /
• 2016

One of the key success factors for the intelligent IT service which is characterized by personalization and automation, is to obtain relevant data from either sensors or data storage for reasoning, analyzing and forecasting. The availability of the open data sources such as public portal sites remarkably increases the efficiency and quality of the intelligent IT service. However, with the condition that not all data in the existing public or private sites are opened or have various types of openness, it prohibits the value of utilization. For these reasons, it is highly required to evaluate the extent of openness of data storage. However, there are only a few studies which explore the factors which affect the degree of data openness with respect to intelligent IT services. Hence, this study aims to propose an evaluation model including the indices to evaluate a process of opening data for the intelligent IT service from a viewpoint of data utilization process. The indices are applied to evaluate the actual multinational websites, which provide public data for verification. We also discuss the implications of the evaluation according to the results.

• 한국수학교육학회지시리즈A:수학교육
• /
• 제55권2호
• /
• pp.171-192
• /
• 2016

As teachers' competency is evaluated based on their teaching performance. pre-service teachers need to have an opportunity to reflect on themselves by systematically analyzing and evaluating their own lesson planning and teaching performance through self-assessment. In this study, we aimed to examine what evaluation criteria for lesson planning and teaching performance pre-service mathematics teachers consider in the process of self-assessment. This study used a mixed-methods research design. To draw the self-evaluation criteria for lesson planning and teaching performance, pre-service self-reported assessments were analyzed using qualitative analyses. In addition, descriptive statistics were used to investigate the pre-service teachers' distribution across the criteria and check the ratio of pre-service mathematics teachers for each element. As a result, it was disclosed that pre-service mathematics teachers considered eight elements in self evaluating their own lesson planning and teaching performance. In addition, we found that pre-service mathematics teachers tended to consider Pedagogical Content Knowledge (PCK) more than Subject-Matter Knowledge (SMK). Moreover, the results of this study provide educational implications for the curriculum in the pre-service teacher's education program.

• 한국병원경영학회지
• /
• 제10권2호
• /
• pp.26-44
• /
• 2005

The purpose of this study was to investigate these major factors on patient satisfaction, and to examine the affecting level of major factors in. The subjects in this study was 70 hospitals that were surveyed the hospital evaluation program containing the survey of patient satisfaction by KHIDI(Korea Health Industry Development Institute) from 1997 to 1999. The collected data was analysed SPSS for Windows(Ver 10.0). On basically, frequency analysis, t-test, and ANOVA was performed and, for more analysis, correlation analysis, factor analysis, multiple regression analysis, logistic regression analysis was utilized. According to this study, the major factors of inpatient satisfaction are divided 3 types facility factor, manpower factor, and service factor. And the major factors of outpatient satisfaction are analyzed 5 types; facility factor related direct medical service, facility factor related indirect medical services, manpower factor, pharmacy factor, and facility factor related utilization convenience. The importance of this study lies in the identification of major factors on hospital patient satisfaction.

• 대한지구과학교육학회지
• /
• 제10권2호
• /
• pp.199-213
• /
• 2017

이 연구의 목적은 지구과학 예비교사들이 수업 시연을 평가하며 좋은 과학 수업이 무엇이라고 생각하는지 알아보는 것이다. 연구는 우리나라 중부지방에 위치한 교사 양성 대학에 재학 중인 대학교 2학년 학생 32명을 대상으로 진행되었다. 32명의 예비교사들은 2인 1조로 수업을 시연하여 총 16회의 수업이 시연되었다. 또 자신의 수업을 제외한 15회의 수업에 참여하면서 수업을 평가하였다. 이렇게 수집된 평가지는 모두 480장이었다. 이 평가지를 분석하여 지구과학 예비교사들이 생각하는 좋은 과학수업에 대해 분석하였다. 연구 결과, 예비교사들의 좋은 과학 수업에 대한 관점은 3개 범주 9개의 주제 묶음으로 분석할 수 있었다. 3개의 범주는 '참여도가 높은 수업', '잘 구성된 수업 설계', '양질의 수업자료'이었다. 즉 예비교사들은 잘 짜여진 수업 설계, 활발한 상호작용이 좋은 과학 수업의 요건으로 생각하고 있었다. 이 연구는 예비교사들이 수업 시연 및 수업 평가의 경험을 통해 좋은 과학 수업에 대한 이미지를 그려갈 수 있다는 것을 확인시켜 주었다.

• 한국사회복지학
• /
• 제47권
• /
• pp.148-177
• /
• 2001

Service learning usually has two aspects. One aspect is associated with applying class learning to related fields. The other aspect is associated with challenging and dynamic volunteering experiences. This study examined experiences of 70 social work students who took service learning courses at a university. After the courses, these students were asked regarding (1) evaluation and satisfaction of overall service learning experiences, (2) evaluation of service learning contents and the following activities, (3) the process of volunteering activities, and (4) the differences between service learning courses and other regular courses. Results were as follows: students generally regarded service learning experiences as positive; students reported understanding of social work practice and learning of professional skills; however, the service learning courses seemed to be very demanding in time and adjusting personal schedules; teamwork among students seemed to be good, especially in cooperation and emotional support; however, some students reported struggling experiences in allocating roles among team members; finally, the relationship between students and social workers at the agencies and the coordination of community resources seemed to be weak. In order for service learning courses to be more effective, this study presented some suggestions in the conclusion.

• 한국IT서비스학회지
• /
• 제21권1호
• /
• pp.21-40
• /
• 2022

Advances in information and communication technology have introduced self-service technologies (SSTs) to service companies, changing the way they serve. In addition, as SSTs are expanding for low cost and high efficiency, opportunities for technology to interact with consumers have increased. Restaurant managers have the advantage of the SSTs win-win strategy, which allows consumers to freely receive the products or services they want, but some consumers have low satisfaction of the SSTs, especially elder people and the blind. This study examines the effect of unmanned order payment technology on service quality evaluation. For this, we interviewed a total of 12 consumers in their 10s to 50s with the experiences of using unmanned order payment technology, applying the Grounded Theory Method(GTM). Through a review of the research participant interview materials, totally 84 concepts were derived and the concepts were analyzed to derive 15 subcategories and 10 upper categories. Finally, a paradigm model of the effect of unmanned order payment technology on service quality assessment was derived. It also found the importance of consumers' sense of obligation to use unmanned order payment technology, recognition of advantages (e.g., time savings), recognition of shadow labor, and recognition of whether the technology usage process is in the service quality assessment stage.