• Title/Summary/Keyword: service, quality measurement

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A Study on the Causal Relationships among Eco-friendly Consumption Value, Dietary Attitude, Nutrient Intake Behavior, Health Behavior and Quality of Life (친환경 소비가치와 식태도, 영양섭취행동, 건강행동 및 삶의 질 간의 영향관계 분석)

  • Lee, Yeon-Jung
    • Culinary science and hospitality research
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    • v.23 no.7
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    • pp.50-62
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    • 2017
  • The purpose of this study was to analyze the relationships among variables focusing on what kinds of characteristics of eco-friendly consumption value affect dietary attitude, nutrient intake behavior, health behavior and quality of life, and establish a relationship model. The subjects of this study were 238 eco-friendly consumers. SPSS 23.0 and LISREL 8.50 were adopted to examine measurement model by using analysis method. The results were as followings; First, eco-friendly consumption value has a positive impact on dietary attitude and health behavior. Second, dietary attitude affects nutrient intake behavior positively. Third, the impact of nutrient intake behavior on health behavior is significant. From the results of this investigation, it was found that eco-friendly consumption value affects dietary attitude, health behavior and that the health behavior was positively influential on quality of life. It was also verified that eco-friendly consumption value affects dietary attitude, nutrient intake behavior, and health behavior. Moreover, it was also confirmed that the higher eco-friendly consumption value is, the higher dietary attitude, trust, health behavior and quality of life will be, thereby improving the good healthy life provided.

A Study on the Influence of Knowledge Management System Quality on the Work Performance of Public Institutions: Focusing on the Interaction between Collective Intelligence and Innovative Activities (공공기관의 지식관리시스템 품질이 업무성과에 미치는 영향에 관한 연구: 집단지성과 혁신활동의 상호작용을 중심으로)

  • Yu, Dalyoung;Park, Sungbum
    • Journal of Information Technology Services
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    • v.21 no.1
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    • pp.103-125
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    • 2022
  • This study empirically examines the correlation between the data, system, service quality, collective intelligence, innovation activity, and work performance of the KMS for employees of state-run enterprises. This study also confirmed that collective intelligence and innovation activity have a mediating effect on the relationship between KMS system quality and work performance. For this study, employees of state-run enterprises completed a 5-point Likert scale survey, and the data obtained were analyzed with descriptive statistics. The reliability and validity of variables were also verified through a measurement model analysis. Structural equation modeling of IBM SPSS 26 and AMOS 26 were used to prove the hypothesis. Through this study, For the improvement of sustainable work performance of state-run enterprises, which is a difficult issue to solve, not only should the quality of the KMS utilized in the enterprises be improved and managed, but also the design for various incentive schemes tailored to the enterprises' job characteristics, such as rewards, HR bonus, work incentives, job allowance, and encouragement from the head of the enterprise, should be reviewed and continuously developed in reflection of the active collective intelligence of the employees and the effect of innovation activities. Then, the work performance of public institutions will increase.

An application of Important-Performance Analysis to set the service improvement priority in hospital (병원의 서비스개선 우선순위 설정을 위한 IPA 적용)

  • Youn, Kyung-Il
    • Korea Journal of Hospital Management
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    • v.14 no.2
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    • pp.21-40
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    • 2009
  • The importance-performance analysis (IPA) is a widely used analytical technique that produces a priority of managerial attention for the customer satisfaction. This study attempted to compare various different approaches of IPA such as direct and indirect measurement of importance, and traditional four quadrants grid model and diagonal grid model of IPA. Data on 17 inpatient service quality attributes were collected from 234 inpatients of a general hospital. Eight IPA grids were produced to compare the result of each model. Based on the study results the strength and weakness of each model were discussed, and a set of recommendations for practical application of the IPA in hospital settings was suggested.

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A Development of Sensitivity Measurement for Relations in Communication Network Operation (통신 네트워크 운용을 위한 민감도 측정 시스템 개발)

  • 권혁대
    • The Journal of the Korea Contents Association
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    • v.3 no.4
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    • pp.63-68
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    • 2003
  • This paper is to measure the sensitivity of relations in communication network operation. In order to procure an important adequacy in the network operation and quality improvement, it is necessary to increase network operation efficiency and analyze the characteristic of network operation. Finally, we analyze costing appropriate operation, propose profit increase scheme and apply realistic business. First of all it's important to improve and estimate a proper operating cost thoroughly and comprehensively. Because the important issue of this process is quality process and this quality process occurs customers' satisfaction, therefore, to make a mutual relation in-between individual change of each element is to analyze a reasonable standard. So, for this reason we study on structuring nice moods for network operation and estimating many scenarios for measuring efficiency. Especially those in economic and sensitivity based. It will be the development of analyzing methods which suites the service and communication system. The result of this study gives a basis for making a flexible and highly predictable system by pre configured sensitivity analysis of each scenarios.

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The Fuzzy QFD Approach to Importance the Public Sector Information Performance Measurement Category (퍼지 QFD를 활용한 공공부문 정보화 성과 측정범주 중요도 도출)

  • Oh, Jin-Seok;Song, Young-Il
    • Information Systems Review
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    • v.12 no.2
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    • pp.189-203
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    • 2010
  • Is presenting guidance of information performance measurement as government PRM version 2.0 these common reference models in public sector. Government PRM is consisted of assessment classification system and standard line of sight and performance management standard form. Through this, is sorting performance element and define cause-and effect. Government PRM is supplying measurement categories at assessment classification system, but relative importance for application standard by measurement categories is not presenting. In this study, importance for government PRM's measurement categories been applying by commonness Test of information performance measurement of public sector wishes to deduce estimation and priority. Research model used Fuzzy QFD, and designed so that can reflect well PRM's development purpose. I applied Fuzzy AHP and FPP method that graft together fuzzy theory to minimize uncertainty and ambiguity in that expert opinion. Is drawn to element that "Standard model offer for information department and management" is the most important in government PRM's development purpose. "Quality of service" is showing the highest priority in customer results in measurement category. Importance for government PRM's measurement categories can offer common valuation basis in government and public institution. Hereafter if examine closely quantitative cause-and effect for structure model of measurement classification system when study government PRM more objective and efficient reference model become.

A basic research for evaluation of a Home Care Nursing Delivery System (가정간호 서비스 질 평가를 위한 도구개발연구)

  • Kim, Mo-Im;Cho, Won-Jung;Kim, Eui-Sook;Kim, Sung-Kyu;Chang, Soon-Bok;Ryu, Ho-Sihn
    • Journal of Korean Academic Society of Home Health Care Nursing
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    • v.6
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    • pp.33-45
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    • 1999
  • The purpose of this study was to develop a basic framework and criteria for evaluation of quality care provided to patients with the attributes of disease in the home care nursing field, and to provide measurement tools for home health care in the future. The study design was a developmental study for evaluation of hospital-based HCN(home care nursing) in Korea. The study process was as follows: a home care nursing study team of College of Nursing. Yonsei University reviewed the nursing records of 47 patients who were enrolled at Yonsei University Medical Center Home Care Center in March, 1995. Twenty-five patients were insured at that time, were selected from 47 patients receiving home care service for study feasibility with six disease groups; Caesarean Section (C/S), simple nephrectomy, Liver cirrhosis(LC), chronic obstructive pulmonary disease(COPD), Lung cancer or cerebrovascular accident(CVA). In this study, the following items were selected : First step : Preliminary study 1. Criteria and items were selected on the basis of related literature on each disease area. 2. Items were identified by home care nurses. 3. A physician in charge reviewed the criteria and content of selected items. 4. Items were revised through preliminary study offered to both HCN patients and discharged patients from the home care center. Second step : Pretest 1. To verify the content of the items, a pretest was conducted with 18 patients of which there were three patients in each of the six selected disease groups. Third step : Test of reliability and validity of tools 1. Using the collected data from 25 patients with either cis, Simple nephrectomy, LC, COPD, Lung cancer, or CVA. the final items were revised through a panel discussion among experts in medical care who were researchers, doctors, or nurses. 2. Reliability and validity of the completed tool were verified with both inpatients and HCN patients in each of field for researches. The study results are as follows: 1. Standard for discharge with HCN referral The referral standard for home care, which included criteria for discharge with HCN referral and criteria leaving the hospital were established. These were developed through content analysis from the results of an open-ended questionnaire to related doctors concerning characteristic for discharge with HCN referral for each of the disease groups. The final criteria was decided by discussion among the researchers. 2. Instrument for measurement of health statusPatient health status was measured pre and post home care by direct observation and interview with an open-ended questionnaire which consisted of 61 items based on Gorden's nursing diagnosis classification. These included seven items on health knowledge and health management, eight items on nutrition and metabolism, three items on elimination, five items on activity and exercise, seven items on perception and cognition, three items on sleep and rest, three items on self-perception, three items on role and interpersonal relations, five items on sexuality and reproduction, five items on coping and stress, four items on value and religion, three items on family. and three items on facilities and environment. 3. Instrument for measurement of self-care The instrument for self-care measurement was classified with scales according to the attributes of the disease. Each scale measured understanding level and practice level by a Yes or No scale. Understanding level was measured by interview but practice level was measured by both observation and interview. Items for self-care measurement included 14 for patients with a CVA, five for women who had a cis, ten for patients with lung cancer, 12 for patients with COPD, five for patients with a simple nephrectomy, and 11 for patients with LC. 4. Record for follow-up management This included (1) OPD visit sheet, (2) ER visit form, (3) complications problem form, (4) readmission sheet. and (5) visit note for others medical centers which included visit date, reason for visit, patient name, caregivers, sex, age, time and cost required for visit, and traffic expenses, that is, there were open-end items that investigated OPD visits, emergency room visits, the problem and solution of complications, readmissions and visits to other medical institution to measure health problems and expenditures during the follow up period. 5. Instrument to measure patients satisfaction The satisfaction measurement instrument by Reisseer(1975) was referred to for the development of a tool to measure patient home care satisfaction. The instrument was an open-ended questionnaire which consisted of 11 domains; treatment, nursing care, information, time consumption, accessibility, rapidity, treatment skill, service relevance, attitude, satisfaction factors, dissatisfaction factors, overall satisfaction about nursing care, and others. In conclusion, Five evaluation instruments were developed for home care nursing. These were (1)standard for discharge with HCN referral. (2)instrument for measurement of health status, (3)instrument for measurement of self-care. (4)record for follow-up management, and (5)instrument to measure patient satisfaction. Also, the five instruments can be used to evaluate the effectiveness of the service to assure quality. Further research is needed to increase the reliability and validity of instrument through a community-based HCN evaluation.

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Development of Compliance Collaboration Index for Trade Supply Chain (무역공급망 법규준수 협력지수 개발)

  • Kim, Hee-Soo;Ma, Sun-Duck
    • Journal of Korean Society for Quality Management
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    • v.38 no.1
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    • pp.34-41
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    • 2010
  • This paper proposes the compliance collaboration index(CCI) which can be useful to measure the level of supply chain's compliance collaboration quantitatively. It can be shown that the proposed index is quite flexible when applied in real situations at the request of the index user. For instance, even if only one company of many companies in trade supply chain to be tested through the AEO certification test is not satisfied the required specification. the index is designed in such a way that the score can't be higher than a certain predetermined value. The proposed CCI can be used as the guidance for a trade company's collaboration process control strategy to increase the efficiency of compliance improvement activity. In this paper, we use the Analysis Hierarchy Process(AHP) which is one of the methods recommended by ISO/ICE as a measurement of weight to be assigned to the relevant parameters considered in the CCI.

A Study on The Effective Efforts to Recover Unsatisfied Restaurant Customers An Empirical Study of the Measurement of the Customer Satisfaction in Hotel Industry In Korea (한국 특급호텔의 고객만족지수 연구)

  • Na, Yeong-Seon
    • Journal of Applied Tourism Food and Beverage Management and Research
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    • v.15 no.2
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    • pp.99-122
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    • 2004
  • The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

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Development of Metrics to Measure Reusability Quality of AIaaS

  • Eun-Sook Cho
    • Journal of the Korea Society of Computer and Information
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    • v.28 no.12
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    • pp.147-153
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    • 2023
  • As it spreads to all industries of artificial intelligence technology, AIaaS equipped with artificial intelligence services is emerging. In particular, non-IT companies are suffering from the absence of software experts, difficulties in training big data models, and difficulties in collecting and analyzing various types of data. AIaaS makes it easier and more economical for users to build a system by providing various IT resources necessary for artificial intelligence software development as well as functions necessary for artificial intelligence software in the form of a service. Therefore, the supply and demand for such cloud-based AIaaS services will increase rapidly. However, the quality of services provided by AIaaS becomes an important factor in what is required as the supply and demand for AIaaS increases. However, research on a comprehensive and practical quality evaluation metric to measure this is currently insufficient. Therefore, in this paper, we develop and propose a usability, replacement, scalability, and publicity metric, which are the four metrics necessary for measuring reusability, based on implementation, convenience, efficiency, and accessibility, which are characteristics of AIaaS, for reusability evaluation among the service quality measurement factors of AIaaS. The proposed metrics can be used as a tool to predict how much services provided by AIaaS can be reused for potential users in the future.

The Correlations among the Categorized Quality Cost Factors on SMEs (Small & Medium-sized Enterprises) (중소 제조기업의 품질비용 행태에 관한 실증 연구)

  • Lee, Sang-Choon;Koo, Il-Seob
    • Proceedings of the Safety Management and Science Conference
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    • 2011.04a
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    • pp.731-746
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    • 2011
  • The successful and sustainable growth of SMEs depends on their ability of strengthen their competitiveness in quality and cost and service more than anything else as a fundamental of operation. Among these key competitive factors of SMEs, quality is the most critical factor in manufacturing business fields. Because quality strongly influence cost and service performance on this manufacturing business field. There are many different ways to improve the quality performance but it needs proper management decision to choose the best way what can maximize outputs with minimum inputs. And it needs effective measurement methods and some indicators to analysis the quality performance properly. The quality cost is one of the simplest key indicators to measure the quality performance and the effectiveness of quality related management decisions. The major purpose of this study is to diagnose the categorized current level of actual quality cost of local SMEs to maximize their quality management effectiveness through comparing their level with others what's expressed in early studies. In this study, through survey on local SMEs, we found that their average annual quality cost ratio versus turnover - Total amount of annual quality cost divided by annual turnover - is around 3.69% excluded some SME's performances what have different quality control measures with others. And we found some results what corresponded with the early studies on the correlations between those categorized quality costs factors and some discrepancies between some of the literature model and the early case study results as follows. There were negative correlations between the Prevention costs and the External failure costs, and the Appraisal costs and the External failure costs, and there was positive correlation between the Appraisal costs and Internal failure costs same as early studies. But, we couldn't found any strong negative correlations between the Cost of control - Preventive costs & Appraisal costs - and the Cost of Failure of control - Internal & External failure costs -. It reveals not only the lack of effectiveness on their preventive or appraisal activities but also it can reveal there were so many effective ways to prevent the failure costs properly such as some innovative investment on Factory automation includes Error Proofing and more preventive actions to improve the effectiveness of the typical management methods likes CE (Concurrent Engineering), APQP (Advanced Product Quality Planning), FMEA (Failure Mode & Effect Analysis) etc.

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