• 지식경영연구
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• 제17권2호
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• pp.1-26
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• 2016

As entry barriers at the legal service market in Korea have been recently lifted, the legal service market has dramatically changed from a seller's market to a buyer's market. Externally, the Korean legal service market has been open to foreign law firms and internally, lawyers graduating from law schools have been increasing. In addition, as even the general public can easily access, through the official sites of government organizations, to the basic legal information such as laws and judicial precedents, the degree of information asymmetry has also decreased. These phenomena require the legal service industry to be a more client-oriented and more quality-oriented one. Having said that, legal service providers also need to continue to make strenuous efforts to measure and improve the service quality from the customers' perspective. Under these circumstances, this study introduced a certain type of model which may be of help of measuring and improving the quality of legal service of law firms, in particular, with a focus on those firms providing corporate legal service. This study used a Quality Function Deployment (QFD) in order to measure and thereby improve the quality of corporate legal service in the law firm industry. Above all, this study showed, by using SERVQUAL, each and every service attributes of quality measurement of the corporate legal service and also calculated the degree of importance of service quality at each process of providing corporate legal service. Next, this study introduced all supporting factors necessary for the provision of corporate legal service and calculated the degree of importance of each and every supporting factors in the service process. This study may be of help to provide the substantial and systematic approaches to the corporate legal service providers who would like to set up a certain methods of measuring and further improving the quality of corporate legal service from the customers' perspective.

• 무역상무연구
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• 제50권
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• pp.187-212
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• 2011

Third party logistics research is searching for increasing its logistics efficiency of organization. Perspective of resource-based theory, this study is to reveal the exploratory relation between integrated capabilities, organzaiton knowledge, and service performance. To develop the relational model, this study conducted a theoretical survey on Shang(2009)'s 3PL service providers research model and Synder & Cumming(1998)'s learning of organization knowledge. According to the result of correlation analysis, Integrated organization knowledge is positively correlated with service diversity advantage (correlation coefficient= .670, p-value= .000) and service quality advantage (correlation coefficient= .575, p-value= .000). The thesis argued that Korean companies try to apply integrated organization abilities and service performance for cutting their export expense.

• 경영정보학연구
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• 제21권4호
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• pp.1-29
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• 2019

기업의 지식 자원은 조직의 지속 가능한 성장을 촉진하는 역할을 한다. 이에 기업은 조직의 구성원들이 새로운 지식 자원을 원활하게 탐색하고 개발할 수 있도록 지원해 주어야 한다. 기업은 보유하고 있는 지식 자산을 통해 기존의 지식을 개선하거나 새롭게 생성할 수 있어야 하며, 이를 위해 기업은 지속적으로 구성원들에게 정보와 인프라를 제공해야 한다. 이러한 정보와 인프라를 외부로부터 수혜 받는다면 해당 서비스를 지식서비스라 할 수 있다. 기업이 보유하고 있는 지식서비스의 다양성 수준은 매우 높다고 할 수 있다. 이에 본 연구는 지식서비스 유형을 분류할 수 있는 지식서비스 유형 매트릭스를 제시하였으며, 지식서비스 이용자들의 개선된 성과를 역량모델을 기반으로 기초역량(개인역량, 학술역량)과 산업역량(R&D 역량, 기술역량)으로 정의하여 측정지표를 제시하였다. 본 연구는 세 가지 지식서비스 유형(정보제공형, 정보분석형, 인프라형)에 대한 지식서비스 품질(정보품질, 시스템품질)과 산업역량(R&D 역량, 기술역량) 간의 관계에 있어 기초역량(개인역량, 학술역량)의 매개효과를 분석할 수 있는 연구모형을 제시하였으며, 이용자 집단(대학, 민간기업체, 정부기관)에 따른 지식서비스 품질과 지식서비스 역량 차원의 차이를 분석하였다. 분석결과 지식서비스 유형에 따른 기초역량의 매개효과(완전매개, 부분매개)가 명확하게 차이를 보였으며, 소속집단에 따른 지식서비스 품질과 지식서비스 역량의 차이도 제시하였다. 본 연구는 지식서비스의 유형 분류, 지식서비스 유형에 따른 속성 및 지식서비스 역량 지표를 고민하는 연구자들에게 학술적, 실무적 시사점을 제시하는 연구이다.

• International Journal of Knowledge Content Development & Technology
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• 제10권2호
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• pp.71-90
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• 2020

Recently, as the pandemic COVID-19 has been spread worldwide, international research cooperation has come to the fore to overcome the crisis and develop treatments. Currently, in Korea, with the support from the Ministry of Education and the Korea Research Foundation, the International Research Cooperation Information Center operates an online service system for international research cooperation as a venue for sharing results among international research cooperation researchers and invigorating such research. However, since Korea's performance in international research cooperation is still poor, actively pursuing measures to improve professionalism and diversity based on international cooperation is deemed necessary. Therefore, in this study, factors influencing the level of satisfaction with international research cooperation online service systems were identified, and measures to increase the satisfaction of international research cooperation online service were proposed based on the analysis results. Design of the system quality factors, accuracy and consistency of the information quality factors, and professionalism of the service quality factors were verified to have a significant effect on the satisfaction with international research cooperation online service systems. Accordingly, further strengthening the aspects of design, accuracy, consistency, and professionalism was proposed as a way to increase the satisfaction of international research cooperation online service systems.

• 지역사회간호학회지
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• 제32권3호
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• pp.233-242
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• 2021

Purpose: The purpose of this study was to verify influencing factors affecting service quality provided by caregivers working for the elderly with dementia. Methods: Data were collected using a self-reported questionnaire from 214 caregivers in a long-term care facility in D city. The data were analyzed with service quality, dementia knowledge, work value, and job performance confidence. For data analysis, the descriptive statistics, t-test, one-way ANOVA, Pearson correlation coefficients, and multiple regression were performed using SPSS/WIN 21.0 program. Results: There were significant differences in service quality depending on the health status. Factors influencing service quality were work value, and job performance confidence with R² value of 38%. The highly influencing factors were work value, and job performance confidence. Conclusion: The results of this study indicate that the effort to improve the service quality of caregivers should focus on work value and job performance confidence.

• 유통과학연구
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• 제19권5호
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• pp.35-48
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• 2021

Purpose: This research aims to analyze the influence of relational penetration capability on salesperson performance and the influence of customer orientation, customer knowledge accessibility, and salesperson-customer relationship quality on the relational penetration capability of the insurance service industry in Central Java. Research design, data, and methodology: This explanatory research involved 211 respondents. Path analysis was used to analyze the primary data obtained. Results: The customer orientation positively influences relational penetration capability and customer knowledge accessibility which can improve salesperson performance. The salesperson-customer relationship quality shows a positive impact on the salesperson's relational penetration capability, salesperson performance, and relational penetration capability which will lead to an improved salesperson-customer relationship. Higher knowledge levels of customer necessity have important implications for a salesperson's capability of finding potential customers and of fulfilling customers' requirements through careful analysis of necessity. Conclusions: The salespeople should be capable of building and maintaining a good relationship with their customers as an indication that salespeople of Insurance Service Company Distribution in Central Java have good performance.

• 경영과학
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• 제19권2호
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• pp.1-23
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• 2002

It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.

• 한국산업정보학회논문지
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• 제11권5호
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• pp.119-131
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• 2006

This paper proposes a mathematical model for web site service quality evaluation, which first applies analytic hierarchy process(AHP) to determine the weights of evaluation indexes of web site service quality and then analyzes web site service synthetically by means of fuzzy methodology. In this case, experts' knowledge cannot only be used but its subjective component can be eliminated. Hence, the web site service quality can be analyzed and evaluated more reasonably. After establishing this model, the experiment results will be given, which verify the feasibility and validity of the proposed model. The model proposed here is very simple and easy to implement and can provide a useful way to help developers evaluate their web site service quality efficiently.

• 산업융합연구
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• 제15권1호
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• pp.53-59
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• 2017

This study conducted a survey of 400 public officials in kyoung ki Do districts from July to September 2016, and used 390 copies for final analysis. The results of this study can be summarized as follows. First, the level of Job competence and service quality of public officias were statistically siqnificant. Second, the esults showed that both Job competence and sevice quality had a statistically significant influential relationship, so as these variables increased, the level of service quality improved. Third, the influential relationship of Job competence on the service quality of public officials was statistically significant and positive. These results provide a theoretical groung for the understanding and integrated approach to the causality of job competence and of service quality.

• 품질경영학회지
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• 제39권4호
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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.