• Journal of Korean Society for Quality Management
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• v.50 no.1
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• pp.1-19
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• 2022

Purpose: The purpose of this study is to design a system for quality management and improvement of overall public services. Methods: Literature Review, Framework Design Method, Case Studies Analysis Results: Public Service Quality Management Principles, Definition of Public Services Quality Management Areas, Quality Management Guidelines, Service Quality Management Tools Conclusion: In this study, a study case of the public service quality management framework, which is a system that supports overall quality management and continuous quality improvement of public services, is presented. The management system was designed based on the existing research results and domestic and foreign cases of public service standardization, targeting the entire public service.

• Health Policy and Management
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• v.29 no.3
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• pp.323-331
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• 2019

Background: The purpose of this study is to analyze the effect of impartiality in providing public health services on subjective health happiness and the mediated effects of public health service quality. Based on this, this study intends to present policy implications to improve public health services. Methods: The research method is multiple linear regression analysis. The analysis of the mediating effects is performed by Baron & Kenny's test, Sobel-Goodman's test, and Bootstrap. Results: The impartiality of public health services and the quality of public health services are shown to have a statistically significant effect on subjective health happiness. Quality of public health service appears to be mediating the relationship between impartiality in providing public health care and subjective health happiness. Conclusion: To promote people's subjective health happiness, it is necessary to secure impartiality in providing public health services in the first place and improve the quality of public health services.

• IE interfaces
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• v.20 no.3
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• pp.339-352
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• 2007

Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that the critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.

• Journal of Information Technology Services
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• v.5 no.2
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• pp.1-23
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• 2006

An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables. The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

• Journal of Korean Society for Quality Management
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• v.36 no.3
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• pp.55-65
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• 2008

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

• The Journal of Information Systems
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• v.32 no.1
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• pp.147-178
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• 2023

Purpose The mail goal of this study is to find out factors influencing users' satisfaction of public application with the emphasis of service quality of public web and public value. For this purpose, we applied IS success model to develop the research model that explains users's satisfaction and public performance. Design/methodology/approach The proposed research model was developed based on IS success model along with two moderating effects - Service Quality of Public Web and Public Value in order to empirically test proposed causal relationships withing the model. A total of 377 survey responses were analyzed by forming the structural equation modeling with AMOS 24.0. Findings The analysis results show that the service, information, and system quality from IS success model are positively associated with user satisfaction, which in turn is positively associated with public app performance. The results also show that the relationship between user satisfaction and public app performance is positively moderated by public value. However, the relationship between public app service quality and user satisfaction isn't moderated by public web service quality.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.491-497
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• 2020

This study examines the relationship between entrepreneurship of the state civil apparatus variable and public empowerment variable in Central Kalimantan province. Samples were taken using judgment sampling techniques. Based on these criteria, it is known that only 332 regional organizational structures that meet the criteria. Thus, the sample size is 332 regional organizational structure. In each organizational structure of the regional apparatus, 3 people were selected from the state civil apparatus and 3 from the community. Also, this study considers the effect of good governance and the quality of public services as mediating variables. The analysis used in this study is PLS using WarpPLS software. the variables studied were entrepreneurship of the state civil apparatus, good governance, public service quality and public empowerment. The results of the study stated that there is a significant positive relationship between entrepreneurship and public empowerment. In addition, there is a positive effect of entrepreneurship on good governance and public service quality. also, there is a positive influence of good governance and public service quality on public empowerment. The novelty of this research is the entrepreneurship of the state civil apparatus which is the driving force of public empowerment through good governance and public service quality.

• Journal of the Korean Operations Research and Management Science Society
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• v.35 no.2
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• pp.37-51
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• 2010

Understanding the antecedents of high public usage of national R&D facilities is a critical issue for both academics and facility managers. Previous researchrelated to general service management has identified service quality and user satisfaction as important antecedents of reuse and recommendation intention. The current paper reports findings from a survey which looked into the impact of service quality dimensions and user satisfaction on reuse and recommendation intention in the field of R&D facility public usage. Findings indicate that service quality appears to be linked to user satisfaction, and user satisfaction to be linked to reuse and recommendation intention. Findings also indicate that user satisfaction played as a mediator on the relationship between service quality and reuse/recommendation intentions in R&D facility public usage domain.

• Journal of Korean Society for Quality Management
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• v.39 no.4
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• pp.565-572
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• 2011

Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.

• Journal of Information Management
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• v.40 no.2
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• pp.47-70
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• 2009

This study is a exploratory research to develop standard measurement for service quality of public libraries through extracting common factors for them. It suggests that service quality of public libraries can be divided into three primary dimensions interaction of personnel, library resources and programs, physical environment and facilities and each dimensions be several sub-dimensions. It also suggests a third-order factor mode for public libraries' service quality based on the above dimensions and testifies it through exploratory factor analysis and confirmatory factor analysis.