• 산경연구논집
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• 제10권7호
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• pp.71-82
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• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• Journal of information and communication convergence engineering
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• 제7권2호
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• pp.92-97
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• 2009

Lately, influence of information rises and interest about satisfaction estimation of information providing service is risin. According to rapid change in information environment, information-providing service is being changed in various form, in which center development is made in relation to the effort for customer satisfaction intended to enhance user's satisfaction level through providing more convenient and higher service centered on information service user rather than information service provider. Organizations providing information service is also changing their service from traditional one centered on service provider to that for user's satisfaction and service quality, and evaluation of information service quality and measurement of user's satisfaction as the result of using information service are regarded important. In this respect, it is needed to measure user's satisfaction level for environmental factors of information service and analyze what kind of influence they have to enhance user's satisfaction level of information service. Also function and efficiency of information offer service are important. Therefore, interest for satisfaction survey to heighten contents satisfaction of information-providing service, service satisfaction, satisfaction of user of system satisfaction is increased. In this paper, we propose a model of the user satisfaction index for information-providing services and present the user satisfaction index is measured to the model. Also we this study suggest qualitative improvements of information-providing service required for change to user-centric information-providing service through measuring user satisfaction index of ITFIND system and schemes to improve information quality

• Ocean and Polar Research
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• 제36권1호
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• pp.77-85
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• 2014

The quality control of ocean observations data is becoming a major issue as real-time observational data and information services have increased recently. Therefore, it is necessary for oceanographic instruments to calibrate. In this paper, we first introduce the CTD calibration system and traceability. Next, CTD calibration procedures and estimation of uncertainty of measurement are described. The expanded uncertainty (k = 2) of the temperature, pressure and conductivity are 0.$0.003^{\circ}C$, $6.0{\times}10^{-5}$ and 0.006 mS/cm respectively. Finally, the excellence of CTD calibration and its measurement capability has been proven by comparing the inter-calibration result of KIOST and Sea-Bird Electronics (SBE). CTD calibration residuals are less than ${\pm}0.0001^{\circ}C$, ${\pm}0.001$ MPa, ${\pm}0.0001$ S/m for SBE 3plus temperature sensor, SBE 19plus pressure sensor and SBE 4C conductivity sensor respectively.

• 품질경영학회지
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• 제40권4호
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• pp.543-558
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• 2012

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

• 한국산업보건학회지
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• 제24권2호
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• pp.182-192
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• 2014

Objectives: The aim of this study is to analyze the current status of possession of measurement and analytical instruments at work environment monitoring organizations and their relationships with human resources, including the number of professional engineers and evaluation scores resulting from evaluation programs in 2012. Materials: Data for measurement and analytical instruments were gathered by inspectors who had been assigned by the Korea Occupational Safety and Health Agency(KOSHA) and the Ministry of Employment and Labor(MoEL) during the evaluation program for 2012. Data for 11 monitoring instruments and nice pieces of analytical equipment were collected from 103 organizations. Additional data such as the type of service provides and the number of professional engineers employed were also recorded by the inspectors. Evaluation scores could be acquired from KOSHA. Results: Comprehensive Occupational Health Service Providers showed good operation quality, while University or Hospital Subsidiary and Work Environment Monitoring Organizations recorded relatively poor results. Evaluation scores correlated well with the possession of measurement instruments and human resources for each organization. High yields provided by professional engineers also showed statistically-associated contributions to evaluation scores and monitoring instrument possession. Compared with monitoring instruments, the amount of analytical equipment had little positive impact on organizations' competence. Conclusions: The evaluation results for domestic monitoring organizations revealed that human resources, possession of instruments, and the quality of employees were critical factors for operating the corporations. Each organization should give considerable effort to improving their ability to strengtheninternal quality, resulting in high-yield production for workers and employers by providing improved workplace monitoring services.

• 품질경영학회지
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• 제47권4호
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• pp.837-846
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• 2019

Purpose: The purpose of this study is to define various concepts, features, and scopes by examining various previous studies on AI services that are completely different from existing services. It also examines the limitations of existing service quality evaluation methods and studies the characteristics by combining them with various cases of new AI services. And this is to derive and propose quality evaluation attributes of AI service. Methods: The concept and characteristics of artificial intelligence were derived through research and analysis of various previous studies related to artificial intelligence. The key characteristics and quality evaluation items were derived through the KJ method and matching based on the keywords and characteristics derived from previous studies and various cases. Results: Based on the review of various previous studies on the quality of artificial intelligence services, this study presents the main characteristics and quality evaluation items of new artificial intelligence services, which are completely different from existing service quality evaluations. Conclusion: The quality measurement model of AI service is very useful when planning and developing AI-based new products or services because it can accurately evaluate the requirements of consumers using the services of the new AI era. In addition, consumers can be recommended a customized service according to the situation or taste, and can be provided with a customized service based on this.

• 간호행정학회지
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• 제9권2호
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• pp.251-264
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• 2003

Purpose : The expectations are defined as desired expectations in initial SERVQUAL scale(1985, 1988), but in modified SERVQUAL scale(1991), are defined as a feasible ideal point expectations. In assessment of nursing service quality by SERVQUAL scale, the definitions of expectations is important problem. The purpose of this study was to compare the feasible ideal point expectations with the desired expectations in assessment of nursing service quality using SERVQUAL scale. Methods : The subjects were 256 inpatients at 4 general hospitals in Jeju-do(123 for feasible ideal point and 133 for desired). The data were collected by two types of self-reporting questionnaires to measure the feasible ideal point and desired expectations. For data analysis, t-test, multiple regression, and comparative analysis of multiple Rs via Fishers Z transformation. Results : Compared with the SERVQUAL scores, the feasible ideal point expectations better explained the variations of the overall consumer satisfaction($R^2$=O.33) than the desired($R^2$=O.25). Conclusion : The feasible ideal point expectations were more suitable to the assessment of nursing service quality using SERVQUAL scale. It will be need to explore the conceptual definitions of expectations using SERVQUAL scale in different settings. Also, further study needs to be conducted to compare alternative service quality measurement scales.

• 한국항해항만학회지
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• 제35권8호
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• pp.649-656
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• 2011

본 연구는 해양레저 수요가 급증하면서 마리나산업이 미래형 고부가가치 산업으로 부상하고 있는 현 시점에서 마리나 이용객 측면에서 마리나 서비스품질을 측정할 수 있는 도구를 개발하는데 그 목적이 있다. 연구 결과 마리나 서비스품질 척도로서 물리적시설, 지원서비스, 활동프로그램, 종업원태도, 안전성 등 5개 차원이 도출되었고, 신뢰성과 타당성이 검증된 20개 측정항목이 제시되었다. 본 연구에 의하여 개발된 척도는 마리나 서비스품질을 측정하는 중요한 도구가 될 뿐만 아니라 마리나 서비스품질 관리에 기여하고 마리나의 마케팅 전략 수립에 유용한 정보를 제공한다.

• 한국통신학회논문지
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• 제28권7B호
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• pp.638-646
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• 2003

본 논문은 연성 실시간 응용들에 품질 보장 서비스를 제공할 수 있는 그룹통신방안을 제안한다. 제안된 방식에서는 명시적 멀티캐스트와 측정기반 수락제어 기법, diffserv를 같이 적용하여 망 내부에서 별도의 상태관리가 필요 없이 실제 망에 쉽게 적용 가능하다. 이들 기반 기술과 더불어 측정기반 수락제어에서의 망상태 측정을 위한 설정방안과 그룹통신 환경에서 측정기반 수락제어를 운영하기 위한 방안들을 제안하였고, 시뮬레이션을 통하여 제안된 그룹통신 환경에서의 서비스 품질 보장 여부 등을 검증하였다.

• 정보관리연구
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• 제42권2호
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• pp.67-84
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• 2011

본 연구에서는 SaaS라는 정보제공 서비스를 대상으로, SaaS의 정보제공과 관련된 서비스 품질 및 사용자 만족에 영향을 미치는 요인들을 규명해 보고자 한다. 구체적으로, 서비스 품질 이론을 중심으로 SaaS 유연성과 맞춤성이 SaaS 서비스 품질과 사용자 만족에 미치는 영향을 연구하였다. 본 연구를 위해 문헌연구와 더불어 설문조사를 실시하였으며, 수집된 자료는 PLS(Partial Least Square)를 이용하여 측정모형 및 가설검증을 실시하였다. 분석결과, SaaS의 유연성은 SaaS의 서비스 품질과 사용자 만족에 긍정적 영향을 미치며, 사용자의 SaaS 서비스 품질도 사용자 만족에는 긍정적 영향을 끼치는 것으로 나타났다. 또한 SaaS 맞춤성은 SaaS 서비스 품질에는 유의한 영향을 미치나, SaaS 사용자 만족에는 유의한 영향을 미치지 않는 것으로 나타났다. 이외에 본 연구결과에 대한 의의 및 한계점을 논의하였으며, 향후 연구에 대한 시사점도 언급하였다.