• 제목/요약/키워드: service, quality measurement

검색결과 636건 처리시간 0.028초

항만운영정보시스템(Port-MIS) 서비스 품질 평가에 관한 연구 (A Study on the Evaluation of the Service Quality of Port-MIS)

  • 김민진;신승식
    • 한국항만경제학회지
    • /
    • 제29권2호
    • /
    • pp.211-238
    • /
    • 2013
  • 본 연구는 2010년 4월부터 웹기반의 새로운 플랫폼으로 서비스되고 있는 WEB Port-MIS의 서비스 품질 측정에 대한 연구는 전무하여 처음으로 WEB Port-MIS 서비스 품질 평가에 관한 연구를 하는 것에 의의가 있다. 설문 문항은 공공기관 웹사이트 평가지표를 기초로 개발하였고 요인분석을 통해 품질측정척도를 개발하였다. 개발된 측정 척도를 바탕으로 AHP 분석을 실시하여 항목별 중요도를 평가하였고 설문조사와 AHP 분석을 통해 도출된 결과를 바탕으로 중요도-성과분석법을 활용하여 서비스 품질 관리 전략을 수립하였다. 중요도 만족도 분석결과 WEB Port-MIS의 세부항목 별로 가장 중요하게 평가 된 컨텐츠(정보의 다양성, 유용성)항목에 대한 개선이 필요하며 행정정보의 제공 및 운영 항목도 컨텐츠 항목과 함께 집중 개선 영역에 위치하여 개선활동이 필요하다. 이를 위해 최신 기술을 활용하여 최적의 민원서비스를 구축하는 것이 필요하며 실시간 정보제공 체계, 민원처리시스템의 다양화, 최적의 민원서비스를 제공하기 위한 대안 마련이 필요하다. 특히 컨텐츠 항목의 개선을 위해서는 주를 이루는 항만민원신고 서비스에 대해 향후에는 웹기반 민원처리의 고도화, 관련 기관 간 정보 공동 활용 확대, 이용자 중심의 신고절차 간소화 구현을 단계적으로 추진하여 해운항만물류정보의 글로벌 통합정보서비스의 역할이 되도록 고려하여야 한다.

간호·간병통합서비스 병동 노인 당뇨병 환자가 지각한 간호사의 의사소통 유형과 건강정보이해능력이 자가간호행위에 미치는 영향 (Impact of Nurses's Communication style and Health Literacy on Self-care Behaviors that Elderly diabetic patients Acknowledge in comprehensive nursing-care Service wards)

  • 임은영;신주현;이예나
    • 문화기술의 융합
    • /
    • 제7권2호
    • /
    • pp.117-127
    • /
    • 2021
  • 본 연구는 간호·간병통합서비스 병동에 입원한 노인 당뇨병 환자가 지각하는 간호사의 의사소통 유형, 건강정보이해능력, 자가간호행위의 정도를 알아보고, 자가간호행위에 미치는 요인을 파악하여 노인 당뇨병 환자의 질 높은 자가관리를 통한 효율적인 간호·간병통합서비스 제도 환경을 조성하는데 기초 자료를 제공하고자 시도되었다. 연구 결과 간호·간병통합서비스 병동에 입원한 노인 당뇨병 환자들의 자가간호행위 능력을 향상시켜 당뇨병으로부터의 조기회복을 도모하기 위해서 정보 제공적 의사소통 유형적 요소와 건강정보이해능력을 향상시킬 수 있는 간호중재를 개발해야 할 필요성이 있음을 밝혀내었다.

SCM 성과 결정요인에 관한 통합적 연구: 공급업체 관점으로 (Studies on Determinant Factors of SCM Performance: From the Supplier Perspective)

  • 박광오;장활식
    • Asia pacific journal of information systems
    • /
    • 제21권1호
    • /
    • pp.1-27
    • /
    • 2011
  • In an attempt to cope with widespread, dynamic, and accelerating changes in both internal and external business environments, companies often utilize information technologies such as SCM(Supply Chain Management). To date, SCM research has mainly focused on the effects of dynamic factors on SCM success and emphasized adoption strategies and critical success factors. Consequently, the effects of more static factors such as interdependency between SCM partners have been largely ignored. The purpose of this study, therefore, is to examine the effects of both dynamic and static factors on SCM performance by controlling for information quality and partnership quality. The five factors examined in this study include innovative ness, mutual dependency, quality of information, partnership quality, and SCM performance. All factors were examined from the perspective of part suppliers, except the mutual dependency which was examined from two aspects: supplier's dependency on customer and customer's dependency on supplier. Data was collected through five hundred survey questionnaires distributed to the part supplier companies that have implemented SCM systems for at least one year. As a result, a total of 170 valid responses were obtained. A structural equation research model was fitted using SAS 9.1.3 and SMART-PLS 2.0. The results of this study can be summarized as follows. First, innovativeness positively affected SCM information quality. SCM partnership quality, and ultimately SCM performance. The path coefficient between innovativeness and information quality was 0.387, with a t-value of 3.528. Innovativeness also had a positively direct effect on partnership quality. The path coefficient was 0.351 with a t-value of 3.366. The total effect of innovativeness on partnership quality was significant, although its indirect effect on partnership quality by altering information quality was negligible. The total indirect effect of innovativeness on SCM performance by affecting information quality and partnership quality was significant with a p-value of 0.014. Innovativeness played an important role in determining SCM performance. Second, mutual dependency showed no significant effect on SCM information quality. This result contradicts the earlier assertion that the more dependent two companies are, the more accurate and timely the information they exchange ought to be. This study showed that this may not be the case; a partner may provide information of poor quality even when it is strongly dependent on the other. Mutual dependency showed significant effect on partnership quality. However, when the mutual dependency perceived by suppliers was divided into two parts, one being a supplier's dependency on its customer company and the other being a customer's dependency on the supplier, the latter showed a significant impact on the perceived SCM partnership quality. This result indicates that a customer company can hardly improve the partnership quality perceived by suppliers by making them more dependent. It improves only when the suppliers perceive that their partners, typically having more bargaining power, are more dependent on them. The overall effect of mutual dependency of any kind on SCM performance, however, was not significant. Although mutual dependency has been mentioned as an important static factor influencing almost every aspect of cooperation on a supply chain, its influences may not be as significant as it was initially perceived to be. Third, the correlation between information quality and partnership quality was 0.448 with a p-value of less than 0.001. Information quality had a path coefficient of 0.256 to partnership quality with a t-value of 2.940. The quality of information exchanged between partners may have an impact on their partnership quality. Fourth, information quality also had a significant impact on SCM performance with a path coefficient of 0.325 with a t-value of 3.611. In this study, SCM performance was divided into four categories: product quality, cost saving, service quality, and order fulfillment. Information quality has Significant impacts on product quality, cost saving and service quality, but not on order fulfillment. Fifth, partnership quality, as expected, had a significant impact on SCM performance. The path coefficient was 0.403 with a t-value of 3.539. Partnership quality, like information quality, had positive impacts on product quality, cost saving and service quality, but showed no impact on order fulfillment. It seemed that order fulfillment is the hardest category of performance that SCM can satisfy. One major limitation of this study is that it surveyed only the suppliers. To better understand the dual aspects of SCM, it is important to survey both suppliers and the assemblers, especially in pairs. This research, to our best knowledge, was the first attempt to study the level of dependency between the two groups by measuring the dual aspects of SCM and studying mutual dependency from the categories of suppliers and assemblers each.. In the future, a more comprehensive and precise measurement of SCM characteristics needs to be achieved by examining from both the supplier's and assembler's perspectives.

연구품질 향상을 위한 프로세스 관점의 R&D 품질 진단 프레임워크 개발 (R&D Quality Diagnosis Framework Focusing on R&D Process)

  • 이민기;이해준;이종석;신완선;한근희;김덕환
    • 대한산업공학회지
    • /
    • 제43권2호
    • /
    • pp.100-111
    • /
    • 2017
  • Evaluating the performance of R&D Activity is complicated because it is hard to quantify the R&D results unlike the traditional manufacturing or service industries. Recently, to overcome this, process-focused evaluation methods applying the philosophy of quality into R&D environment have been introduced. However, these quality activities are mainly conducted without feedback system after the evaluation work is done. The aim of this study is to present a R&D quality diagnosis framework to obtain the improvement opportunities from R&D process perspective. The research is designed as follows : First, R&D standard process and R&D quality elements are derived from a literature review. Second, the diagnosis objects are obtained by investigating the R&D quality elements at each R&D steps. Third, a two-dimensional diagnosis model, which enables the objective measurement of the 'system compatibility' and 'accomplish level', is presented. The proposed method can provide an effective way to find opportunities for efficient quality improvement of R&D process.

일 대학병원의 가정간호서비스 내용 및 만족도 조사 (A Study on Home Care Service and the Level of Client Satisfaction)

  • 김영혜;박남희;김덕선;이화자;김정순
    • 가정간호학회지
    • /
    • 제10권1호
    • /
    • pp.73-84
    • /
    • 2003
  • This study was done to examine the home care service provided by home care nurses and the level of client satisfaction. Data were collected from 110 clients who received the home care service at the P-hospital in Pusan from 23th April, 2001 to 30th November, 2002. The tool for measurement of satisfaction was composed of 16 items and was 4 score scale. Data was analyzed by using SPSS/WIN 10.5 program, the results of this study are summarized as follows; 1) 77.3% among 110 clients were over sixty years old. By the disease pattern. subjects were distributed into cancer(52.7%), cerebro-vascular disease(22.7%) and the others. 36.4% of clients were received home visits from 10 to 20 times by home care nurse. 2) The total number of home care services was 20,828. And most of the clients received the health education and training. 3) The mean score of satisfaction on provided home care services was $3.36\pm0.45$, out of 4. among 16 items. 'The home care nurses were kind enough' was highest ($3.59\pm0.49$), the total level of satisfaction of home care services was very high. with total mean score $53.84\pm7.16$. As mentioned above. the satisfaction level of home care services was very high. so we can except that the prospect of home care services is very challengeable. Therefore. we should try to expand the service recipients with promotional education to the home care clients under the cooperation with medical staff and make more efforts to develop the management system about clients' information. to improve the quality of the service, to assure close ties with the public health centers for the continuous home care service linking.

  • PDF

페르소나 방식 소비자분석이 기업의 R&D에 미치는 영향 (A study on the impact of persona-style consumer analysis on corporate R&D)

  • 정욱환;안진호
    • 서비스연구
    • /
    • 제12권3호
    • /
    • pp.60-69
    • /
    • 2022
  • 본 연구에서는 페르소나(perrsona) 방식의 소비자분석 데이터 서비스에 대한 효과성 검증을 위하여 www.ethno-mining.com 의 소비자분석 서비스 활용사례를 중심으로 하는 연구를 진행하였다. 사례는 강원디자인진흥원의 '작은기업 디자인 애로해결 지원사업'을 대상으로 하였다. 본 연구의 진행은 www.ethno-mining.com 시스템의 페르소나 방식의 소비자분석 데이터, 관련 이론에 대한 고찰, 유사한 서비스에 대한 비교, 서비스의 이용 만족도와 효과성을 측정하기 위한 질의서 개발과 설문진행, 결과를 분석하고 검정하는 방식으로 진행되었다. 강원디자인진흥원의 '작은기업 디자인 애로해결 지원사업'에 참여자를 중심으로 검정한 결과에서 페르소나 방식의 소비자분석 데이터는 이용 만족도에서 긍정적인 반응을 얻었고, 기업의 R&D에 미치는 서비스 효과성을 측정한 회귀분석에서도 R&D 진행시 시간단축, 비용절감 및 개발자간의 원활한 소통, 소비자분석에 대한 전문성 확보, R&D의 전반적 품질 향상으로 기업에게 실질적인 효과가 있음을 알 수 있었다.

Distortion Measurement based Dynamic Packet Scheduling of Video Stream over IEEE 802.11e WLANs

  • Wu, Minghu;Chen, Rui;Zhou, Shangli;Zhu, Xiuchang
    • KSII Transactions on Internet and Information Systems (TIIS)
    • /
    • 제7권11호
    • /
    • pp.2793-2803
    • /
    • 2013
  • In H.264, three different data partition types are used, which have unequal importance to the reconstructed video quality. To improve the performance of H.264 video streaming transmission over IEEE 802.11e Wireless Local Area Networks, a prioritization mechanism that categorizes different partition types to different priority classes according to the calculated distortion within one Group of Pictures. In the proposed scheme, video streams have been encoded based on the H.264 codec with its data partition enabled. The dynamic scheduling scheme based on Enhanced Distributed Channel Access has been configured to differentiate the data partitions according to their distortion impact and the queue utilization ratio. Simulation results show that the proposed scheme improves the received video quality by 1dB in PSNR compared with the existing Enhanced Distributed Channel Access static mapping scheme.

전력선 통신 기반 HD급 미디어 전송 시스템 설계 및 성능 분석 (System Design of High-Definition Media Transceiver based on Power Line Communication and Its Performance Analysis)

  • 김지형;김관웅;김용갑
    • 전기학회논문지
    • /
    • 제59권1호
    • /
    • pp.192-196
    • /
    • 2010
  • Due to a development of a modem technology as Power Line Communication(PLC) over 200 Mbps, the high-speed multi-media data trasmission could be currently possible. The strength of the PLC has no more additional wiring work. PLC has also possible to high quality data transmission with currently electrical cable. It has a various strong point campare with existing wire and wireless communication technologies. In This paper we develop a high quality media transmitter-receiver based on merging the HomePlug AV, which is 200 Mbps class PLC technology and HDMI Interface technology. The video function was used for the VEDEO TEST GENERATOR in order to a property valuation. Smart Live 6 software were used for the assessment of audio property. As the result of measurement of the HD class images by capturing from the receiver of the PLC, the quality of images couldn't be confirm any deterioration, which has compared with original reflections. In case of audio part as the result of confirmation of the Phase, Magnitude, it has been confirmed that over 90% of nomal transmition and receiving of acoustic signal. It can be possible to have HD class Media service through the PLC.

CMM 기반 정보기술 업체 수준평가에 관한 연구 (Study of CMM base Information Technology company level estimation)

  • 김태달
    • 인터넷정보학회논문지
    • /
    • 제5권1호
    • /
    • pp.33-39
    • /
    • 2004
  • 정보시스템 개발 프로젝트의 효율적이고 효과적인 관리를 위한 국내 실정에 맞는 CMM 기준 프로젝트관리와 정보시스템 감리 항목등과 분석도구가 요구되고 있다. 이 논문에서는 CMM을 기준하여 각 프로세스별 수행결과를 정량적으로 측정하여 해당 수치의 목표범위 내 관리가 가능하게하기 위해 gap 분석 및 평가를 반복해서 수행하여 품질관리, 생산관리, 원가관리, 지식의 통합관리를 가능하게 하여 정보화 기반의 지식 경영을 강화하고, 정보의 고급화, 차별화를 통해 고객 서비스를 강화하고, 프로세스 최적화를 통해 업무효율을 향상시키고 조직의 자발적 노력을 통해 조직 성숙도를 지속적으로 향상시키기 위한 조직 내 정보능력 측정에 있어 4단계 수준에 도달하기 위한 관리 및 감리 항목을 설정하고, 국내 5전문 업체에 적용 분석, 평가하는 모델을 제안하였다.

  • PDF

일 지역 중소 종합병원 입원환자와 간호사가 지각한 간호서비스 질과 의료기관 재이용 의도에 영향을 미치는 요인 (Factors Affecting Quality of Nursing Services and Intention to Revisit as Perceived by Hospitalized Patients and Nurses in Medium Sized Urban Hospitals)

  • 김기숙;하은호
    • 임상간호연구
    • /
    • 제15권2호
    • /
    • pp.103-114
    • /
    • 2009
  • Purpose: The purpose of this study was to investigate factors which affect the quality of nursing services and intention to revisit as perceived by hospitalized patients and nurses in medium sized urban hospitals. Methods: The SERVQUAL scale, a measurement of overall nursing services and intention to revisit a medical institution, was used. The sample consisted of 223 patients and 239 nurses from four medium sized hospitals in I city. Frequencies, t-test, One-way ANOVA, Pearson correlation coefficient and Stepwise method regression were used to analyze the data. Results: For expectation, nurse and patient perceptions were similar, but for performance, patient perception was significantly higher than nurse perception for five factors. The factors affecting intention to revisit the hospital were those recommending, satisfaction with medical and nursing services. Conclusion: The findings indicate that differences between expectations and performance for both patients and nurses need to be reduced in order to elevate patient satisfaction. A precondition for intention to revisit and increased satisfaction is the development of marketing strategies as well as intervention programs in nursing.