• Journal of Korean Society for Quality Management
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• v.37 no.4
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• pp.43-51
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• 2009

This study was designed to analyze the relationship of process quality, result quality and management performance in Korean insurance industry. For this study the linkage scheme of service quality concept is used on PZB model and BSC(Balances Score Card) system. In the linkage model, the 5 service qualitry factors used in PZB model are used as the result quality variables, and internal process factor, learning/growth factor in BSC are used the process quality variables affecting the result quality variables. And also customer satisfation factor and financial performance index are used as the management performance variables. In the ivsurance industry, the process quality variables were verified to meaningfully affect the result quality variables, and the result service quality variables were verified to affect the management performance indices. As the result, the process quality and the service quality must be emhanced for the competitiveness of Korean insurance industry.

• Quality Improvement in Health Care
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• v.10 no.1
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• pp.8-19
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• 2003

Background : There have been many studies and efforts about quality management in health services, but there were not founded quality assessment on social services. This study was designed for understood level of quality on social service, identified for correlation factors of quality assessment on social services in general and teaching hospitals in Korea. Methods : The subjects of this survey were 80 leaders of social service units. The survey data from each subjects were measured to evaluate level of quality that service provider perceived of sample hospitals. Social worker's attitude of quality assurance activities, perception of quality assurance system in that hospitals were measured. Under the method of one-way ANOVA, t-test and correlation, associated factors of quality assessment in social work service was analyzed. Results : The major findings were as following ; First, the level of quality perceived showed less score, especially the lowest was the score of quality of outcome. Second, social worker's attitude of quality assurance activities showed high score, but quality assurance system of hospitals showed less score. Third, the level of quality assurance system of hospitals, social worker's attitudes of quality assurance activities. Conclusion : The quality of social work service correlated positive hospitals's quality assurance system, social worker's attitudes of quality assurance activities. Therefore, to assure the proper level of quality, qualified for hospitals system of quality assurance, and needed to a educational program for enhanced social workers's attitudes in quality assurance activities.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

• Journal of Korean Society for Quality Management
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• v.49 no.4
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• pp.447-466
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• 2021

Purpose: This article aims 1) to propose Quality 4.0 concept through surveying related literature, 2) to suggest key elements of Quality 4.0 by arranging the elements of Quality 4.0 that appeared in the literature, 3) to determine the levels of Quality 4.0, and 4) to suggest ideas for effective deployment of Quality 4.0. Methods: Eleven papers or documents are reviewed for Quality 4.0 concept; two papers and one document are investigated for key element extraction of Quality 4.0; and smart factory roadmap and industry 4.0 maturity model are studied to determine the levels of Quality 4.0. Results: 1) Quality 4.0 definition is proposed. 2) Three key elements are determined: data acquisition and analytics, connection and integration, and leadership and culture. 3) Six Quality 4.0 levels are determined. 4) Some suggestions are addressed for effective deployment of Quality 4.0. Conclusion: 1) Definition, key elements, levels, and some suggestions on effective deployment of Quality 4.0 are addressed. 2) Specific contents of Quality 4.0 education and training courses should be provided in the future. 3) Two future research directions are proposed.

• Safety and Health at Work
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• v.14 no.1
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• pp.31-42
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• 2023

Background: This study analyzes the linear and non-linear effects of the hard and soft dimensions of job quality on the overall health of wage workers. It also examines the congruence or fit between the hard and soft job quality on the overall health of wage workers. Methods: This study measured thirty indicators that constitute job quality and reduced the indicators into twelve sub-dimensions of job quality using reflective factor analysis. In addition, this study derived two dimensions of job quality from the twelve subdimensions, namely the hard and soft job quality using formative factor analysis. This paper applied the response surface analysis to analyze the congruence effect between the two dimensions of job quality. Results: A logarithmic relationship was found between the dimension of hard job quality and the worker's overall health. This study also verified that the congruence effect between the two dimensions of job quality does not exist, and the combined effect of job quality is lower when the two dimensions of job quality are at the same level than the effect when either level of job quality is high or low. Conclusions: Although hard and soft job quality has independent positive effects on the overall health of wage workers, the two dimensions of job quality are not congruent or not in harmony with each other. This incongruence between hard and soft job quality, together with a higher impact of hard job quality, suggests that the role of soft job quality on overall health is relatively limited.

• International Journal of Quality Innovation
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• v.3 no.2
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• pp.38-45
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• 2002

Continuous quality improvement is now the focus of research and application in quality engineering. To achieve continuous improvement, it's necessary to integrate quality tools and to plan, design and control the whole process of creating quality. Based on the extensive literature review and the philosophy of concurrent quality engineering, the paper analyzes the relationships among major quality tools such as QFD, FMEA, DOE and SPC and presents a basic model and structure for the integration of quality tools.

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.87-98
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• 2007

A COQ model plays an important role in the total quality cost survey. Based on the methodology of continuous quality improvement, a dynamic COQ model for different quality level is developed in this paper. A quality level is defined by Six Sigma level that can be measured by two indicators. The relationships among the four major quality costs are analyzed. Finally, the curves of total quality costs for different quality level are presented.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.397-410
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• 2018

Purpose: A main aims to classify quality attributes for quality assurance activities of military supplies by company size, and to derive the necessity for business improvement by company size to improve customer satisfaction through customer satisfaction coeffiecient and PCSI Index. Methods: Through a survey of defense and general businesses located in Busan and South Gyeongsang Province, the quality of service elements are classified and the client satisfaction factor and PCSI is calculated for the quality assurance activities. Results: Determine the current level of customer satisfaction with the quality of the Defence quality assurance service and present operational factors that need improvement by size of the company. Conclusion: The attractive quality of service factors for quality assurance work were in common and different and the need for improvement was identified based on differences in PCSI Index by Company size.

• Journal of Korean Society for Quality Management
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• v.26 no.1
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• pp.11-26
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• 1998

A key aspect of theoretical and practical development of quality management is articulation of the distinction between quality management practices(input) and quality performance (output), which to date has been blurred under the broad heading of 'quality'. Recent literature primarily addressed measurement of quality performance but very little empirical research focuses specifically on quality management practices. In order to understand quality cause and effect, it is necessary to specify and measure quality management practices (cause) as well as quality performance (effect). This paper identifies and substantiates the key areas of quality management that must be implemented to achieve effective quality management, then analyzes relationships among those areas. In doing so, it establishes the basis for subsequent research by producing a profile of organization-wide quality manage-ment and provides the direction and priority of quality management practices for practitioners.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.233-240
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• 2018

In this study, variables were constructed based on prior research to examine the impact of information system quality (information quality, system quality, service quality), customer value and satisfaction in hotel comparison site. The samples consist of 205 survey data drawn from hotel comparison site users. The collected data were analyzed by SPSS 24.0 and AMOS 21.0. According to results of the reliability and validity test, all were found reliable, and all items were included. The results are as follows: first, Among the information system quality (information quality, system quality, and service quality) of the hotel comparison site, the information quality and service quality have positive effects on customer value. Second, the information system quality(information quality, system quality, and service quality) of the hotel comparison site has a positive effect on customer satisfaction. Third, the customer value of the hotel comparison site has a positive effect on customer satisfaction.