• Journal of the Korean Data and Information Science Society
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• 제18권1호
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• pp.123-139
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• 2007

Recently, Super-Super-Market(SSM) is facing more and more difficult situation due to the expansion of hypermarket and target marketing of specialized shop. In this situation, Customer Satisfaction Management(CSM) is emerging as a core business factor to make continuous growth without competitive exclusion. Especially, the first factor in CSM in distribution industry is a Service Quality Satisfaction. In this paper, with a selection of 3-markets as a sample for the research, I have tried to look for necessary Service Quality(SQ) factors in SSM and deduced Service Quality Index(SQI), loyalty and Index of detail factor in SQ through survey. Based on these results, strategic factors required to improve SQ was found and strategic directions for SQ were proposed through matrix portfolio analysis.

• 농촌지도와개발
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• 제3권1호
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• pp.83-93
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• 1996

This study examines the agricultural extension agents` satisfaction with their job and its related variables - personal characteristics, achievement motivation, and needs level. Based on die Job Descriptive Index, Brayfield-Rothe Index, and Porter Instrument, the survey was carried out on 127 agents. Results show 1) a significant difference in personal characteristics is found in position, farmer contact frequency, and service region applied for, but not in age, gender, scholastic ability, career, task, and another department contact frequency, 2) the achievement motivational level is related to job satisfaction, and 3) the needs level is not related to job satisfaction.

• ETRI Journal
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• 제30권5호
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• pp.634-643
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• 2008

One of the ubiquitous technology fields that have received the most attention recently from technology communities worldwide is mobile radio frequency identification (RFID). Mobile handsets loaded with RFID readers enable the identification and retrieval of information on RFID tagged objects. In Korea, a variety of mobile RFID services are currently being piloted, and their commercial roll-out looks imminent. The goal of this study is to propose, ahead of the commercial launch of mobile RFID services, a customer satisfaction index (CSI) model for this service category and to then measure the CSI to derive practical implications for their providers and pointers related to the improvement of service. A web survey was conducted on Korean mobile phone subscribers who had participated in a mobile RFID pilot program. Using the results of this survey, we tested the CSI model and its hypotheses by employing a partial least-squares-based structural equation model analysis and calculated the index. We further conducted an importance-performance analysis in order to provide insights that may be useful for improving the quality of mobile RFID services.

• 품질경영학회지
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• 제41권3호
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• pp.327-335
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• 2013

Purpose: The purpose of this study is to suggest the modified 'Korean Standard-Quality Excellence Index' model and analyze the improvement effect with survey data by comparing the properness between current and suggested model result. Methods: The collected data through the survey were analyzed using paired t-test and unbalanced ANOVA method for testing the consistency of two customer satisfaction evaluating categories and comparing the current model to suggested model for confirming the improvement of performance. Results: The statistical analysis result shows that adjusted model using prior information improves the consistency between two customer satisfaction in case of short life-cycle product. Also long life-cycle product case, the result shows difference gap decreasing with same direction. Conclusion: Considering statistical model for QEI reflecting the characteristic of product group such as life cycle seems to be meaningful. Since index may be compared yearly base for checking the trend, careful approaching without big change should be considered for application.

• 한국정보과학회논문지:정보통신
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• 제32권2호
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• pp.220-235
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• 2005

인터넷 서비스에 대한 수요가 양적 팽창에서 서비스의 고품질화 둥에 질적 변화 단계로 전환함에 따라 각 인터넷 서비스 제공 사업자들은 보다 높은 기대 수준을 요구하는 고객들을 유치하기 위해 차별화된 품질서비스를 제공하는 등, 다방면으로 노력하고 있다. 이런 시장 환경에 비추어볼 때, 30,000여 개의 공공기관에 1995년부터 초고속 국가망 서비스를 제공하고 있는 한국전산원에서도 국가망 이용기관에게 보다 높은 품질의 서비스를 제공하여 고객만족도를 제고할 수 있는 방안에 대한 검토가 필요하다. 그러나 초고속 국가망 사업은 한국전산원이 전담기관으로서 사업을 총괄하고 일부 사업자에게 투자하는 방식으로 사업을 이끌어 나가는 NP(Network Provider)와 SP(Service Provider)가 다른 모델을 가지고 있다. 따라서 고객만족도의 개선을 위해서는 서비스 공급자인 한국전산원과 네트워크를 구축하는 사업자가 구현한 네트워크 서비스 품질에 대한 고객만족도와 실제 이용기관에서 받고 있는 서비스 품질에 대한 고객만족도에 대한 명확한 측정과 조사를 바탕으로 한 전략적 방향제시가 필요하다. 본 연구에서는 구조방정식을 이용하여 초고속 국가망을 이용하는 기관 성격별로 구분하여 고객만족지수를 산출하고, 이에 대한 비교를 바탕으로 초고속 국가망 서비스에 대한 고객만족도 지수를 일반화한 KIICSI(Korea Internet Infrastructure Customer Satisfaction Index)를 제시하였다. 더불어 고객 그룹별로 만족도 향상을 위한 전략적 정책방안도 제시함으로 초고속 국가망의 고객만족도 평가체계 발전이 기대된다.

• 한국엔터테인먼트산업학회논문지
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• 제15권6호
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• pp.71-80
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• 2021

본 연구는 Kano모델을 이용하여 유소년 스포츠클럽의 서비스품질을 분류함에 따라 각 서비스품질의 특성과 이용고객들이 원하는 요구사항을 구체적으로 분석하는 데 목적이 있다. 이와 같은 목적을 달성하기 위해 서울과 경기지역의 유소년 스포츠클럽 10곳의 257명을 대상으로 설문조사를 실시하였으며, 자료 처리는 Microsoft Office Excel 2016 and SPSS 22.0을 사용하여 빈도분석, 요인분석, 신뢰도분석, Kano모델 품질분류, Timko의 고객만족계수산출, 잠재적 고객만족 개선지수(PCSI Index)를 산출하고 분석하였다. 이에 따른 본 연구의 결과는 다음과 같다. 첫째, 유소년 스포츠클럽 서비스품질요인들에 대한 각 항목들을 Kano모델을 사용하여 이원적 품질이론속성 방법으로 분류한 결과 유소년 스포츠클럽 서비스품질요인 22개 항목 모두에서 일원적품질요소로 나타났다. 둘째, 고객만족계수(CS-Coefficient) 산출결과 고객만족계수에서는 '강사의 친절한 응대'(0.81), '강사의 태도'(0.80), '체계적인 강습 프로그램 진행'(0.76), '프로그램의 다양성'(0.76) 순으로 나타났으며, 불만족계수는 '청결하고 쾌적한 시설'(-0.79), '강사의 태도'(-0.76), '강사의 친절한 응대'(-0.76), '주차시설의 편리성'(-0.73), '업무처리의 신속성'(-0.73) 순으로 나타났다. 셋째, 잠재적 고객만족 개선지수(PCSI Index)는 '강사의 태도', '강사의 친절한 응대', '청결하고 쾌적한 시설', '체계적인 강습 프로그램 진행' 순으로 순위가 나타났다.

• 가정과삶의질연구
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• 제34권3호
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• pp.15-26
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• 2016

Food is a kind of unconditional element for the health and survival of humanity. Eating is the most principle desire for humans among others, which can make humans feel stability and pleasure when the desire is well satisfied. The attention to food safety is increasing and food safety accidents are happening constantly, which makes the anxiety to food safety become more serious. Especially after the WTO, the floating of food hazards between countries are increasing, which makes the problems of food safety not just limited to inland but has become a matter of common interest internationally in this liberalization era. Therefore, institutional preparation and persistent management and supervision are necessary for increasing dietary life satisfaction as well as securing food safety. Meanwhile, the consumers also need to understand and trust the food safety information, and have the ability of personally pursuing a safe diet. In this study, sentiment index about food safety and dietary satisfaction were centered on Korean consumers and the factors having an effect on dietary satisfaction were analyzed. Moreover, whether the reliance to food safety information had a moderating effect on the sensory level of food safety and satisfaction to dietary food was also confirmed. The main results were different with those concluded by J. Yun and S. Joo (2014). The sensory level of food safety was decided by the reliance to food production distribution provision safety, anxiety to food varieties, and food token. The reliance to food production distribution provision safety was lower than the average level. The anxiety to food varieties was slightly higher than the average level. The reliance to food safety information was generally lower than the medium level which showed the distrust to food safety information. The satisfaction of diet by the consumers showed a slightly lower level than the average level. In addition, the reliance to food safety information had a moderating effect on the sentiment index about food safety and dietary satisfaction. Therefore, the consumer organizations or the government should actively expand various consumer education related to food safety in order to apprehend the concrete variables which can have effects on the satisfaction of diet and transform the precise information into accurate knowledge.

• 기본간호학회지
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• 제13권3호
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• pp.485-492
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• 2006

Purpose: The purpose of this study was to identify body satisfaction and weight loss experience according to individual's discrepancy between obesity by BMI (body mass index) and self-assessment. Method: The data were obtained by measuring height, weight and using a questionnaire to obtain data on self-assessment of obesity, body satisfaction and weight loss experience. The participants were 286 women college students in J city, Chungbuk. Results: The mean BMI of the women college student was $21.4{\pm}2.93kg/m^2$ which is within the normal range. The concordance rates between obesity by BMI and self-assessment were 54.1%, 39.9%, 61.5%, 78.6% (Kappa=.29) in underweight, normal, overweight, obese students respectively. Forty seven percent of students who were not obese (BMI $<23kg/m^2$) assessed themselves as obese. The mean body satisfaction of college students was very low and 64.3% of the students had a weight loss experience. The students who perceived themselves to be 'obese' even when their BMI was under $23kg/m^2$ reported lower body satisfaction and higher weight loss experience than other students. Conclusion: There were significant discrepancies between obesity by BMI and self-assessment in women college students. The self-assessment of obesity had a greater effect on body satisfaction and weight loss experience than actual BMI in women college students.

• 가정과삶의질연구
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• 제7권2호
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• pp.85-94
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• 1989

The purpose of the study was to examine the characteristics of the Kansas Marital Satisfaction Scale(KMSS). KMSS was designed as a short and direct assessment of marital satisfaction. The scale consists of three items where respondents are directly asked how satisfied they are with their marriage, with their partner as a spouse, and with their relationship with their spouse. 1) Through item analysis, three items were significant discrimination for husbands and wives. 2) The KMSS consisted of 1 factor for husbands and wives. 3) Cronbach alpha estimates of internal consistency reliability of 93 for husband and of 89 for wives. 4) For wives, the item means between satifaction with their marriage and satisfaction with their relationsphip with their husbands were significantly different, even though the items were highly correlated. For husbands, three item means weren't significantly different. 5) The distribution of responses to the scale for husbands and wives departed si nificantly from normality in terms of skewness and kurtosis. 6) The scale was correlated, in expected directions, with the Marital Comparison Level Index (MCLI) and Marital Instability Index(MII), for husbands and wives. In conclusion, the scale offers promise for use in clinical evaluation and survey research where a brief but reliable measure of marital satisfaction is required.

• 산업경영시스템학회지
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• 제23권54호
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• pp.119-128
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• 2000

This study develops the pay satisfaction questionnaire for Korean employees. Based upon the review of previous studies, 16 questionnaire items are developed. Exploratory factor analysis results in a modified measurement through item deletion, item-to-dimension reassignment, and dimension combination. The measurement model was good fit assessed by overall fit measures(GFI; goodness of fit index, AGFI; adjusted goodness of fit index, RMR; root mean square residual) criteria, lambda score, and squared multiple correlation with confirmatory factor analysis. Implication of this work for future theoretical and empirical development are suggested.