• Journal of the Korean Society for Library and Information Science
• /
• v.50 no.1
• /
• pp.49-69
• /
• 2016

This study aims to draw implications on development of service quality evaluation criteria for academic libraries in Korea. First, this study review recent academic research trends on service quality evaluation criteria for academic libraries. Second, This paper diagnosed result of 'the pilot evaluation of academic libraries in Korea' conducted from 2010 and 2011 and prospect the direction on the evaluation of academic library according to 'Library Promotion Act' established in march 27, 2015. Finally, this article was performed comparative analysis of studies or criteria on service quality evaluation for academic libraries.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• v.11 no.4
• /
• pp.1820-1840
• /
• 2017

Aiming at the phenomenon of false information issued by service providers in cloud computing environment, a method for service evaluation based on fuzzy theory is put forward in this paper. According to the quality of services provided by cloud service providers and their behavior during interactions, a trust relationship between cloud service providers and cloud service consumers is established, which can be quantified by using fuzzy theory. The quality of services is evaluated by drawing on the trust relationship. In our method, the recommendation credibility of a cloud service consumer is determined through behavior similarity with evaluators and a praise factor. The introduction of the praise factor better suits the phenomenon of a high-quality service getting more repeat customers. The negative impact of dishonest customers is reduced, and the accuracy of trust and cloud service quality evaluation is improved by introducing a confidence factor that can be dynamically adjusted. The experimental results show that our method can effectively and accurately evaluate the trust value and service quality of providers, while weakening the influence of dishonest consumers, and quickly detect dishonest service providers. This is beneficial for consumers trying to find high quality service providers for similar services.

• Journal of the Korean housing association
• /
• v.18 no.5
• /
• pp.143-150
• /
• 2007

The purpose of this research is to example the general trend of the service environment evaluation of the silver town and classify based on the service environment evaluation to suggest a effective method and alternatives fur development companies. The survey population of this study focused on 40s and 50s' middle aged both genders living in the Seoul and national capital region, we used random sampling method. The analytical methods used in this study were frequency, mean, standard deviation, factor analysis, Chi-Squae analysis, ANOVA, cluster Analysis, post-hoc estimation (Duncan test), To verify the reliability of each measure, Cronbach's alpha coefficient was used. As a result of classifying the environment evaluation elements, it was classified into 5 groups for the differentiating strategy on each group. The groups are: life support service type, medical and health support service type, cultural support service type, indifference type, and food support service type.

• Korean Management Science Review
• /
• v.23 no.2
• /
• pp.93-107
• /
• 2006

This paper attempts to improve the typical DEA model that is often used as a performance evaluation method for service firms. The after-sales service system in a Korean electronic company is chosen as a sample case. The performance evaluation method currently practiced in the firm was reviewed and some critical issues of the current method were discussed. DEA model would be considered a solution for solving those Issues. However, typical DEA models has various drawbacks in determining the weights over evaluation criteria. Proposed is the priority-constrained DEA model that accommodates the strategic Importance of each evaluation criterion. The results of the proposed model are compared with those of typical DEA models. It is shown that the priority-constrained DEA model is superior to the others in terms of evaluation quality.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.12 no.3
• /
• pp.1136-1144
• /
• 2011

SW-based service model is considered strategic industry in the advancement of national economic development. Also SW-based service model has Public Interest and Profitability, it should be conducted assessment considering both sides of private and public reflection. To obtain the goal of this research, firstly, based on broadly reviewing previous literature and logical reasoning in business model evaluation and feasibility of public business. Secondly, derived SW-based service model's feature through a group of experts to analyze. And AHP(Analytic Hierarchy Process) is adopted in developing the influential factors (indexes) for the profitability of each SW-based service model and the weight score of each factor. In the result, We suggested 5 evaluation areas, and 15 evaluation items reflecting private business model, public business evaluation and SW-based service model feature. The findings of this study are thought to be useful as a practical guideline in performing evaluating the SW-based service model for private and public sector.

• Journal of Information Technology Services
• /
• v.12 no.2
• /
• 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.

• Health Policy and Management
• /
• v.23 no.2
• /
• pp.145-151
• /
• 2013

Background: The objective of this study was to explore patient family's evaluation of emergency department (ED) service satisfaction and to compare these with ED staff perception of patient family's evaluation. Methods: Based on two surveys of the National Emergency Medical Center: the 2008 National Survey for Recognition and Satisfaction towards Emergency Medical Services and the 2008 Opinion Survey of Emergency Medical Service Providers, satisfaction gaps among physicians, nurses, and patient family were evaluated by Kruskal-Wallis tests and Wilcoxon-Mann-Whitney tests. Furthermore, the factors associated with satisfaction of emergency medical service were identified by ordinal logistic regression models. Results: There were statistically significant gaps among physicians, nurses, and patient family in overall satisfaction with ED visit, length of stay in ED, enough explanation, physicians/nurses kindness, and ED facilities. Age and income in the patient family model, the number of beds in hospital, job satisfaction and year of service in the physicians model, and the number of beds in hospital, job satisfaction and the number of patients per duty hour in the nurses model were statistically significant factors associated with evaluation/ perception of ED service satisfaction. Conclusion: Patient satisfaction is an important indicator of the quality of care and service delivery in the ED. To improve and understand satisfaction in ED service, a dyadic view of the evaluation of service quality and satisfaction-that is, from the perspectives of both the patient and the emergency medical service providers-should be concerned.

• Proceedings of the KSR Conference
• /
• 2008.06a
• /
• pp.1385-1395
• /
• 2008

The introduction of KTX(Korea Train Express) has brought an historic change to the overall transit system in Korea. Especially, the high-speed railway stations are expanding the scope as public transit centers. However, we cannot deny that the evaluation on the high-speed railway stations had not been performed successfully so far. The evaluation covers from the connectivity of the scope from door to the stations and the transfer service in the interior of stations. We developed the service evaluation indicators of transfer facilities in the high-speed railway stations. The indicators consist of level of service(LOS), the propriety of allocation, and the quality of information throughout the facilities in the centers. We examined the 7 stations in Korea and standardized the methodology of the evaluation process by applying the indicators. Also, the evaluation is performed easy for anyone to follow.

• The Journal of Society for e-Business Studies
• /
• v.12 no.2
• /
• pp.155-194
• /
• 2007

Currently, Ubiquitous Computing Technology(UCT)-based service scenarios play an important role in estimating the potential of UCT-based service. The purpose of the study is to propose a multidimensional evaluation(ME) methodology for UCT-based service scenarios regarding their possibilities of realization for the future. Our approach contributes to extend service level management in Information Technology Service Management(ITSM) by evaluating the level of a new service in advance. ME consists of three dimensions: technological evaluations, business-oriented evaluations, and user-oriented evaluations. The three types of evaluations are mutually harmonized to check the overall possibility of realization and validity for certain UCT-based service scenarios. Theoretically, ME is developed to overcome the extant evaluation methods for UCT-based service scenarios, which are limited in the number of evaluation criterions. It is also conceived to cope with the limitation of economical evaluation methods (e.g., technological valuation, estimation of financial outcomes such as ROI, ROA, etc. that are difficult to give meaningful results because most of UCT-based services are not fully realized so far. From the practical perspectives, in addition, our approach can be applied to a variety of scenarios due to its domain-independent approach.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.23 no.60
• /
• pp.83-89
• /
• 2000

As customer's needs change rapidly in recent days, the evaluation scale about service quality is changing against the variation of the customer's needs. It is fact that the need of change which established evaluation ways about service quality rise more and more. 6-Sigma activity, called "most innovative management strategy in 20th Century", have many problems apply to service company. The important one between these problems is the problem about Critical To Quality(CTQ) Selection caused from the absence of more precise evaluation system. The objective of this study is the development of methodology for CTQ selection coincide to service company. It is the basic logic that the way to regard MOT mainly effects about total customer satisfaction index(CSI) as CTQ, after the development of the evaluation system based on MOT with customers. Also, the study focused on the case of department store progress to exhibit the reasonableness of this logic.