• Proceedings of the KIEE Conference
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• 2005.07a
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• pp.48-50
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• 2005

New environment change of electric power system focused in consumer's energy supply and demand. But electric power reliability preservation and reliability improvement countermeasure also need for long-term. It is need that change equipments that is composing electric power system in well-timed time and by maintaining, prevent breakdown beforehand and prevent consumer's power interruption by equipment fail. However, as only quantitative estimation is available by reliability estimation method that is presented in existing, it is no to use in dictionary fault prevention. Therefore, applied optimum reliability preservation through existent equipment fault data analysis of electric power system in equipment replace side, and this when maintain equipment replace of electric power system for reliability preservation using responsiveness analysis to base ordering evaluate. In existing about main equipment plain that this paper is power system the valued failure rate use this by score and precedence of electric power system equipment for replace of system considered expense.

• Korean Journal of Environment and Ecology
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• v.35 no.4
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• pp.387-397
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• 2021

This study aims to present reference data necessary for developing evaluation indicators to analyze the actual resilience of purchased land by investigating the factors that affect the restoration of the purchased land in the riparian zone and quantitatively calculating its importance. The main results are as follows. Firstly, this study identified 34 potential resilience factors through a literature review encompassing domestic and overseas studies and derived seven ecological responsiveness factors, six physical responsiveness factors, and four managerial responsiveness factors through the Delphi survey. Secondly, reliability analysis and Analytic Hierarchy Process (AHP) analysis derived the following important factors: structural stability of the vegetation restored in the purchased land, species diversity of wildlife, structural stability of wildlife, the size of restored wetland after purchase, number of plant species, and the land cover status adjacent to the purchased land. The study results are expected to be helpful information for ecological restoration and management plans reflecting reinforcing factors for resilience at each stage of land purchase, restoration, and management.

• 한국노년학
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• v.32 no.3
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• pp.715-727
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• 2012

This study measured the quality of Elderly Day Care Services by surveying service users; data were analyzed to see the causality between quality of services, customary satisfaction, referral intention, and repurchasing intention, and to find out the mediating effect of customary satisfaction. The quality of Day Care Services has been measured based on the SERVQUAL model, and structural equation model has been used to observe the causal connection between the five factors, tangibles, reliability, responsiveness, assurance and empathy, and customary satisfaction, referral intention, and repurchasing intention. The following is the main result from the causal effect model affecting the customary satisfaction and repurchasing intention by five quality factors of the service quality. First, it was shown that tangibles and responsiveness, as quality factors, directly affected the customary satisfaction, and reliability, credibility, and empathy did not. Second, it was shown that tangibles, reliability, responsiveness and empathy, quality factors, did not directly affected the referral intention and the repurchasing intention. But the effect of service quality on referral and repurchasing intention was mediated by customer satisfaction. Third, it is shown that customary satisfaction directly affected the referral intention and the repurchasing intention.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.68-80
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. This analysis helped determine us two alternatives to naming the dimensions. Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Asia pacific journal of information systems
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• v.12 no.4
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• pp.237-253
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• 2002

E-commerce is now widely used as the new business opportunity for most companies in Korea. The purpose of this study is first to find the attributes of the logistics service quality in e-commerce environment. We, then, try to find the relationships among service quality, customer satisfaction and repurchase intentions. The results of empirical study show that five attributes(responsiveness, empathy, reliability, accuracy and tangible) are identified as key factors of service quality. Customer satisfaction has also significant effect on repurchase intentions.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.639-645
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Management & Information Systems Review
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• v.2
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• pp.295-310
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• 1998

This exploratory study examines critical quality factors of store that can give access to credit card. The procedures of developing instrument is followed by recommendations on the developing measures of marketing constructs. The results shows that service quality of store available for credit card is divided four dimensions(personal service, payment-approving service, information-providing service, problem responsiveness service). These dimensions and scales are verified through the assessment of reliability and validity. Finally, the importance of personal service is showed to be different across types of industry.

• Journal of the Korean Society of Food Science and Nutrition
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• v.46 no.2
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• pp.251-258
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• 2017

The objective of this study was to analyze patient satisfaction and perception of nutritional counseling services quality. A patient satisfaction and perception survey was conducted for 1,095 patients from 43 tertiary hospitals and 20 general hospitals. The number of returned questionnaires was 656 (response rate: 60.0%). Data from 633 questionnaires were analyzed after the questionnaires with unanswered items were excluded. Five domains were identified from the result of the factor analysis using the maximum likelihood and oblique rotation. The five domains were named empathy, responsiveness, tangibles, reliability, and skill and specialty. Patient perception mean score of nutritional counseling was 4.54/5.00. Patient satisfaction scores were significantly higher in empathy (P<0.001), responsiveness, and skill and specialty (P<0.01) with a college or graduate school education than in patients with a middle school education. There was no statistically significant difference between satisfaction scores in tertiary hospitals and those in general hospitals, but patients in capital hospitals reported significantly higher scores than their local counterparts in empathy, responsiveness, reliability, skill and specialty (P<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<0.01) scores were observed in patients who received nutritional counseling only once compared to patients who received counseling two times. Patients perception of nutritional counseling services was significantly correlated with their satisfaction of five domains, reliability (r=0.721), responsiveness (r=0.697), empathy (r=0.690), skill and specialty (r=0.678), and tangibles (r=0.622).

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.231-247
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• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.