• 한국산학기술학회논문지
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• 제16권3호
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• pp.1832-1843
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• 2015

최근 금융환경의 변화로 증권회사간의 경쟁이 더욱 거세짐에 따라, 경영성과 증진을 위한 다양한 전략이 요구되고 있다. 이에 본 연구는 증권회사의 서비스 품질을 기업속성, 직원속성, 금융상품속성으로 구분하고 이에 따른 신뢰도 및 고객만족도가 지속적 사용의도에 미치는 영향을 규명하였다. 연구대상은 각 증권회사의 실제 이용고객이며, 전체 표본 400부 중에서 378부를 최종 유효 표본으로 선정하였다. 분석은 SPSS 20.0을 활용하였고, 그 결과 첫째, 기업속성의 윤리성, 혁신성, 규모, 직원속성의 친절성, 전문성, 윤리성, 상품속성의 수익성과 다양성이 지속적 사용의도에 정적인 영향을 미치는 것으로 나타났다. 둘째, 신뢰도와 고객 만족도의 지속적 사용의도에 대한 조절효과가 확인되었다. 본 연구결과는 증권회사 고객의 선택행동을 이해하고 경영환경에서의 다양한 전략을 도출하는데 유용한 기초자료로 근거한다는 점에서 산업적 학문적 의의를 둘 수 있을 것이다.

• 복식
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• 제51권1호
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• pp.61-74
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• 2001

This study is designed to examine the consumer behaviors affected by the product quality and the service quality in the garment industry. First of all, it is researched to recognize the differences in the mean of perceived product quality variables and the service quality variables in apparel stores. Secondly, the variables of the product quality and the service qualify are also investigated to see the casual effects in the consumer satisfaction and consumer repurchase intention, respectively. The 522 data, surveyed from the female college students, were analaysed with SPSS 8.0 version. Cronbach $\alpha$Frequency, Factor analysis, one-way ANOVA, Scheffe test, stepwise regression were applied. In conclusion, there are significant differences in the mean of the product quality variables and the service quality variables in the apparel stores. They are the product quality variables such as physical attribute and instrumental performances and the service quality variables regarding sales staff, VMD, store policy, and customer convenience in the apparel stores. The variables of the product quality and the service quality directly have leverage in the consumer satisfaction and repurchase intention.

• Journal of Information Technology Applications and Management
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• 제11권4호
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• 품질경영학회지
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• 제45권1호
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• pp.93-116
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• 2017

Purpose: The purpose of this study is to suggest a key quality factor affecting user satisfaction based on quality attribute of weather information system and additionally, a managerial implication for activating weather information service market by analyzing causal relevance between weather information system and business performance. Methods: As its method, a causal relevance of quality factor of weather information system affecting satisfaction and business performance was analyzed by using structural equation model. An enterprise utilized in analysis sample performed a survey by targeting 186 distribution/logistics and general manufacturing company. Results: It was revealed that information, service quality of weather information system exerted a significant influence on user satisfaction and it did not take a significant influence on business performance in terms of quality of information, system and service. A significant relevance between user satisfaction and business performance was strong supported. Finally, it was revealed that utilization level of weather information system had a moderating effect on business performance. Conclusion: Domestic weather information system mainly focused on information utilization based weather information system and additional service level utilizing weather information is very low in practical terms. Therefore, in order to expand domestic weather related service market, systematic market expansion strategy of providing corporate customized service and case enlargement would be required.

• Industrial Engineering and Management Systems
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• 제4권2호
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• pp.129-135
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• 2005

Continuous quality improvement through process refinement is a must for survival of all industries in the contemporary market place. This is true for both manufacturing and service sectors. While manufacturing has spearheaded quality efforts, the service sector has lagged behind primarily because of inherent difficulties. Customer satisfaction is perhaps the most important performance measure for service quality. There are a number of quality dimensions in service quality, such as reliability, responsiveness, assurance, empathy, and tangibles. An issue of concern is ‘how can one have a unified measure of service quality across all the dimensions?' The intent of this paper is to determine if the Analytical Hierarchy Process (AHP) method could be used to derive a single quality index. AHP is a quantitative technique that structures a multi-attribute, multi-person and multi-period problem hierarchically so that solutions are facilitated. This paper presents the development of an AHP model and the derivation of a Quality Index through it. The model is used in a hypothetical case and a quality index was developed. The advantages of using such a technique are discussed.

• 품질경영학회지
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• 제28권1호
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• pp.78-94
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• 2000

The ever increasing demands for enhanced competitiveness of engineered products require a "designing-in-quality" strategy that can effectively and efficiently incorporate concepts of uncertainty, quality, and robustness into design. Engineered design optimization approaches that are typically carried out with respect to a single objective become inadequate to address these multiple set of requirements. This paper presents a design metric for a multi-attribute robust design problem with designer′s preferences on the performance accuracy and the performance precision. The use of this design metric as the robust optimal design criterion in multi-stage experimentation and modeling technique is presented. The effectiveness of the overall design procedure and the performance of the proposed design metric are tested with the aid of IC design and the results are discussed.

• 품질경영학회지
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• 제23권4호
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• pp.74-89
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• 1995

In recent years, the safety of customers and the demand for rights to be protected from the risk have become stronger than ever day by day, and the function concerning product liability(PL) and quality assurance(QA) has been emphasized. Basically these functions can be obtained by inspection and there is the single rectifying sampling inspection for attribute (KSA-3105) as an existing method. But we can not say this method is good enough because of limitations in the range of applications and the approximate design of inspection methods which can not meet the rapidity and accuracy of quality information transfer according to the maturity of information period. Therefore, in this paper, a new algorithm is developed which can design the accurate inspection method by using the linear cost function that has not been considered in the existing inspection methods. Also in addition to this, a optimal rectifying sampling inspection plan, contributing to minimize the total costs, can be developed by programming the algorithm developed in this study and it can be applied to any field having many processes almost limitlessly.

• Journal of Community Nutrition
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• 제7권1호
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• pp.58-63
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• 2005

Identifying quality attributes with the greatest value to the residents is important if the Continuing Care Retirement Community (CCRC) is to increase the frequency of residents' dining. However, it is not known which specific attribute is relatively more important than others to evaluate foodservice. The purpose of this study is to identify the relative importance of food and service quality attributes in the evaluation of foodservice in CCRe. This study surveyed the independent living residents of three CCRCs in the Midwestern states. Respondents placed great importance on taste and flavor of food which has the highest percentage of utility range ($28.28\%$) and the second greatest on appearance of the server ($23.46\%$) . The important attributes were ultimately used to predict the most preferred choice of food-service for residents. Knowledge of the importance of the attributes would enable the foodservice managers in CCRCs to manipulate those attributes to enhance the residents' perceptions of quality and identify strategies for continuous improvement.

• 한국유기농업학회지
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• 제17권2호
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• pp.135-150
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• 2009

This paper was to use choice experiments in the analysis of consumer choice behavior and preferences for five different attributes(the origin of rice, a quality certificate, a quality control, a traceability system, the price of rice) in Cheongju City. Completed surveys yielded 712 responses which were analyzed using the conditional logit model to analyze the marginal willingness to pay of the four attributes(the origin of rice, a quality certificate, a quality control and a traceability system) per household and estimated the marginal willingness to pay of the set of feasible options. The result of this study can be used as a guide for the rice industry in the design of possible labeling schemes.

• 품질경영학회지
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• 제33권1호
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• pp.64-72
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• 2005

The ever increasing demand for enhanced competitiveness of engineered products requires "designing-in-quality" strategies that can effectively and efficiently incorporate concepts of uncertainty and quality into design. Multi-attribute utility function is commonly used to represent the decision-maker's preference on multiple design attributes under conditions of uncertainty and risk. One of the major issues in implementing this approach concerns the generation of appropriate utility function, especially in a complex engineering design environment. Typically, the decision maker's preference is revealed through lottery questions rather than being structured on the deductive reasoning to reflect the nonlinear tradeoffs among the attributes. The use of such intuitive procedures can lead to inexact preference information that may result in inaccuracy and rank reversal problems. This paper presents an alternative procedure based on the pair-wise comparisons between design alternatives towards a consistent preference presentation in assessing multiplicative utility function. The effectiveness of the overall procedures is tested with the aid of an injection-molding process design for a capacitor can and the results are discussed.