• Korean journal of food and cookery science
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• v.19 no.2
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• pp.155-164
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• 2003

The purpose of this study was to examine, in a service context, construct validity and generalizability of widely used and accepted measures of perceived organizational support, job satisfaction, organizational commitment, and service duality, and to test each measures' predictive utility in this context with path analysis. Of 350 subjects, 309 subjects participated in the analysis. Descriptive statistics (frequencies), exploratory factor analysis, reliability analysis, zero-order partial correlation analysis, and confirmatory factor analysis were used for this study. The findings from this study are as follows. First, perceived organizational support significantly influenced job satisfaction, organizational commitment. and service quality. Second, Job satisfaction had a directional impact upon organizational commitment and service quality. Third, organizational commitment showed to have a predictive impart on service quality. Finally, the results of the study provide some insight into the types of internal marketing strategies that can be applied successfully by operators of hotel F & B departments.

• The Korean Journal of Health Service Management
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• v.6 no.4
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• pp.153-163
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• 2012

The purpose of this study is to measure IPA(Importance Performance Analysis) of the hospital choice factors between internal and external customers at rural general hospital. This study was used 5 types of choice factor such as physical, human, accessibility, connection, and external image. Also, this study was used IPA which can be applied to identify the strengths and weaknesses quality attributes from customers' viewpoint by simultaneously evaluating importance and performance. IPA was assessed using a sample of 98 patients and 96 internal employees who work at C general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 13 to March 30 in 2012 and analyzed SPSS 18 by using frequency, paired t-test and scatter plot graph. The results of IPA show that "Keep up the good work" quadrant was human factor and "Low Priority" quadrant was physical and connection factors between internal and external customers. The finding of this study will be applied to improve human service quality in administrative department of hospital. Also, this study presents primary data for correct decision making to authorities of local hospitals that have concern about hospital strategy. The implications of this study are discussed and areas for future research are presented.

• Architectural research
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• v.18 no.1
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• pp.21-29
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• 2016

Importance of FM has rapidly increased because of its growing business. However, due to lack of clarity and identity of FM in professional areas, standardization of FM became to be imperative in such a rapidly changing global business environment. Facility services are defined as the provision of support the primary activities of an organization, delivered by an internal or external provider. Majority of FM activities are services related to 'space and infrastructure' and 'people and organization' (CEN, 2011). The purpose of this study is to investigate definitions and characteristics of FM from both globally and domestic environment, by comparison with international or national standards, to identify quality management in FM and service characteristics of FM, to investigate the differences in service level elaboration in FM, and to suggest standard issues of quality management in FM service quality. This study examines contents of the European Standards in FM, Part 3 'Guidance on quality in Facility Management, especially for the process of QM standardized by CEN (2011) and explores undefined issues such as service level, measurement metrics according to service characteristics of FM. The European FM Standard guides the common process of QM in terms of requirements specification, service level elaboration, measurement metrics development although it does not specifically address various service levels, specific performance metrics and indicators.

• The Korean Journal of Archival Studies
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• no.58
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• pp.263-297
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• 2018

Archives of Government-Affiliated Organizations have responsibility for collecting and preserving valuable records produced during the business processes of their work and for actively serving users at the same time. This study applied Quality Function Deployment(QFD) techniques to analyzing user's actual requirements and proposing improvements for the archives service quality of central government agencies. In order to derive the components of the QFD, a survey was conducted among internal users of records centers in six central government agencies, as well as a literature study and interviews with working-level records researcher were also conducted. Afterwards, The House of Quality(HoQ) was constructed based on the user's requirements and technical characteristics derived, and the importance and priority of the recorder service technical characteristics were derived based on it. Based on the results, archives service of central government agencies should focus on improving the usability of records for internal user. Especially, it was confirm that the support for searching, reading and borrowing services should be strengthened.

• Journal of Distribution Science
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• v.17 no.12
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• pp.43-54
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• 2019

Purpose: Marine transportation companies must improve service quality to secure competitive advantage and continuous relationships with customers. This study explores the value and necessity of service quality in the industry by empirically identifying the factor that would have the largest effect on the improvement of service quality, also examining whether such improvement may actually influence continuous relationships. Research design, data and methodology: Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 281 questionnaires were collected, but 68 were excluded owing to invalid responses. Results: Information service attribute had the largest effect on service quality, whereas communication did not demonstrate a significant influence. In addition, distribution and information services exerted a positive effect on service satisfaction through service quality, and finally influenced relationship continuity. Conclusions: The results shows that marine logistics service quality strategies which were centered on time or local factors, should be considered in terms of the development of innovative services. In particular the improvement of information service systems and strategies in changed business environment.

• Journal of Information Technology Services
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• v.8 no.4
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• pp.17-40
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• 2009

This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.

• Journal of Information Management
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• v.43 no.2
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• pp.23-42
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• 2012

This study is to investigate and analyze the service quality and satisfaction perceived by users and librarians of the Foreign Research Information Center (FRIC). The survey results reveal that three groups of in-campus (internal) user group, external user group and interlibrary loan librarian group has highly perceived the service quality and satisfaction of the FRIC. Two user groups have statistically significant different perceptions on the service quality, loyalty, and satisfaction. Internal user group perceived more highly than external user group, in 6 items of satisfaction, 1 item of loyalty, and 7 items of service quality. Structural equation models of satisfaction and loyalty on two user groups were proved to be appropriate. Material factor including success rate of copied text and general physical status of the copy influences significantly on the user satisfaction in both groups.

• Journal of Nutrition and Health
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• v.39 no.2
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• pp.192-200
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• 2006

The purpose of this study was to identify the relationship between the levels of job satisfaction and self-evaluated foodservice quality of dietitians in elementary schools. Out of 130 questionnaires distributed to the elementary school dietitians in In-cheon, 127 were returned and analyzed (98% response rate). The questionnaire included two multiple-item scales for measuring job satisfaction and foodservice quality, respectively. All the items in the scales were coded 1 to 5 for certainly no, no, neutral, yes, and certainly yes and grouped by using factor analyses. Most of the responding dietitians were working for schools in urban areas and had independently-managed on-site kitchens. The 23 items measuring job satisfaction were grouped into 4 factors: Job Duty, Job Condition, Physical Work Environment, and Organizational Environment. The satisfaction score was the highest for Organizational Environment with a value of 3.38 and the least for Physical Work Environment with a value of 2.08. The 22 items measuring foodservice quality were grouped into 5 factors and the mean scores of the levels of Cleanliness, Internal Food quality, External Food quality, Intangible Service Environment and Tangible Service Environment were 4.20, 3.89, 3.54, 3.45 and 2.64, respectively. The levels of job satisfaction and foodservice quality were positively associated with a correlation coefficient of 0.288 (p < 0.01). In particular, the level of job satisfaction was positively associated with foodservice quality in the aspect of Cleanliness, Internal Food Quality, and Intangible Service Environment. The results show that improving dietitians' job satisfaction could contribute to increasing the levels of foodseivice quality of elementary schools.

• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.439-443
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• 2007

This paper is to investigate the relationship between international marketing and service quality, and the moderating effect of gender in that relationship. The data to make an empirical analysis were gathered from 269 workers in telecommunication sector. Multiple regression analysis revealed that (1) education was positively related with tangibility, reliability, responsiveness, empathy, assurance, and (2) internal communication was positively related with tangibility, reliability, responsiveness, assurance, and (3) delegation of authority was positively related with assurance. Hierarchical multiple regression analysis revealed that (4) compensation was more positively related with reliability in woman, and (5) employment security was more positively related with assurance in man.

• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.70-75
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• 2007

The university organization is getting more and more complicated both in function and size these days, and the particularity of university organization inherently has quite a few element of internal conflict. To cope with the rapidly changing university society, together with the all-out effort of university CEO, it is necessary to pay attention to the administrative employees who can really contribute to the organizational competitiveness a lot. The Service Quality Management provides the action guidelines to every individual members of organization and alternatives to the problems the organization is facing. According only Service Quality Management can improve the efficiency of the organizational management and the job efficiency of individual members. Thus, in actual proof researching, we conduct and analyze how the university industries do Service Quality Management such as 6 sigma through survey researching.