• 한국IT서비스학회지
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• 제11권1호
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• pp.239-246
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• 2012

The user increases around the WiBro and in which the mobile broad band service is the wireless internet base technology HSDPA, that is the cellular phone foundation technique, and moreover the issue about the user effective quality guarantee emerges but the quality control of the wireless network is the incomplete actual condition. Therefore, the reliability verification according to the development of the system for the performance measure for the continued wireless data service and it and evaluation are needed for the quality control. In this paper, the wireless data service quality measurement system was implemented with the design. The same test environment as the existing network performance measurement program was built for the reliability verification of the embodied device for measuring quality and evaluation and the cost performance was performed. It could confirm that design and embodied wireless data service quality measurement system operated accurately in this paper through the quality measure result value analysis.

• 유통과학연구
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• 제13권1호
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• pp.93-103
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• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• 서비스연구
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• 제13권1호
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• pp.176-185
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• 2023

본 연구는 산업현장 요양재해율 증가 및 중대재해처벌법 시행에 따라 산업재해 예방 대책의 필요성 차원에서 부각되고 있는 산업안전디자인의 도입시 경제적 성과를 측정하기 위한 모델을 개발하는 연구이다. 이를 위해서 이론 및 문헌연구 차원에서 산업안전관리와 산업안전디자인의 개념과 산업안전 분야에서의 경제적 성과 측정에 관한 연구를 수행하였다. 이론 및 문헌연구을 기반으로 사용자 의견 설문을 통하여 관련한 지표들의 초안에 대한 의견을 수렴하고, 전문가들을 대상으로 포커스그룹 인터뷰와 델파이기법을 수행하면서, 모델을 고도화하는 연구를 진행하였다. 객관성 확보를 위하여 회귀분석으로 산업안전디자인의 도입과 비용절감효과, 매출증대효과와의 인과관계를 검정하였다. 이와 같은 단계를 거쳐서, 최종적으로 1단계 재해손실비용 절감 효과 기반의 모델과 2단계 매출액 증대 효과 기반의 2가지 산업안전디자인의 경제적 성과측정 모델을 개발하였다. 실제 산업현장에 적용하기 위해서는 단순한 체크리스트를 넘어서는 산업안전디자인의 서비스 수준 계약 정도에 대한 표준으로써 제시될 수 있어야 한다.

• 한국프랜차이즈경영연구
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• 제11권4호
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• pp.17-29
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• 2020

Purpose: As the untact culture has spread due to the recent COVID-19, the service industry as well as the beauty salon is shrinking. In order to overcome such a crisis in beauty salons, the lower dimension of beauty salon service quality is divided into servicescape, technical service, and employee service, and actions are taken with the 'perceived value of the customer' as a parameter. In this study, S-O-R(Stimulus-Organism-Response) theory was applied for customer-centered analysis, and gender and regularity were selected as moderator variables to add practical implications. Research design, data, and methodology: All constructs were measured using items developed and used in the previous study. A total of 261 questionnaires were collected online using NaverForm. The data were analyzed using factor analysis, correlation analysis, and measurement model analysis with SPSS 22.0 and AMOS 22.0. After testing the research model and hypothesis for the entire group, a multi-group analysis was conducted by dividing into male and female groups, regular customers, and non-regular customers. Results: First, this study showed that the service environment of beauty salon customers had a negative (-) effect on perceived utilitarian value, and the technical service and perceived hedonic value had a positive (+) effect on the customer's behavioral intention. Technical service and employee service had a positive (+) effect on perceived hedonic value, but perceived hedonic value did not affect customer's behavioral intention. Second, there is no statistically significant difference in each path between male and female groups. Third, there was a statistically significant difference between regular customers and non-regular customers, only the path that the servicescape influences the perceived hedonic value. Conclusion: According to the results of this study, technical service and utilitarian value should be considered in order to induce behavioral intention of customers, and technical service quality should be considered first. Also, operating a beauty salon requires a differentiated approach to the salon servicescape according to the ratio of non-regular and regular customers. The beauty salon servicescape generally showed negative practical value for non-regular customers, but positive for the Hedinic value for servicescape such as comfortable service and clean interior for regular customers.

• Journal of Information Technology Applications and Management
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• 제11권4호
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• 한국프랜차이즈경영연구
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• 제10권3호
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• pp.37-52
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• 2019

Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

• 통상정보연구
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• 제17권3호
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• pp.279-298
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• 2015

디자인산업은 국가 경쟁력의 근간이 되지만, 현재 그 성장 동력에는 한계가 나타나고 있다. 이러한 이유는 정성적 가치기반의 디자인산업의 특성으로 객관적이지 못한 평가방식이 원인이며, 이로 인하여 디자인산업의 근간이라 할 수 있는 디자인전문기업의 산업적 경쟁력을 약화시켰다. 그래서 본 연구에서는 디자인의 정성적 가치 체계를 보강하고, 디자인의 산업적 경쟁력 강화를 위하여, 디자인에 대한 객관적인 가치평가 요인을 도출하고 이러한 요인들이 디자인전문기업의 해외 경쟁력과 어떠한 관계를 가지는 지를 규명하여 우리나라 디자인산업의 독자적인 경쟁력 강화방향을 모색해 보고자 하였다. 먼저 본 연구에서는 디자인에 대한 객관적인 평가요인을 측정 평가의 계량화, 프로세스의 일관성, 프로젝트의 정합성, 논리적 설득성으로 정의하였고, 디자인전문기업의 경쟁력요인을 기업의 신뢰도와 서비스 품질로 정의하였고, 연구모형을 설정하였다. 검증 결과 대부분의 가설은 채택되었으나, 평가의 계량화는 디자인전문기업의 서비스품질에 직접적인 영향을 미치지 않는 것으로 파악되었다.

• 유통과학연구
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• 제12권2호
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• pp.81-93
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• 2014

Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers' desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers' recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, "very low" was set at 1 point and "very high" at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.

• Journal of Korea Trade
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• 제26권3호
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• pp.79-101
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• 2022

Purpose - The purpose of this study is to analyze and compare the international competitiveness of digital service trade between Korea and China and to help enhance the competitive advantage of digital service trade between the two countries. Design/methodology - This paper designs and establishes a comprehensive evaluation system for the international competitiveness of the Korea-China digital service trade. By using the analytical methods of combining theory and demonstration through qualitative and quantitative analysis, this paper makes a concrete and complete theoretical deconstruction and empirical measurement of its international competitiveness from the two levels of overall competitiveness and departmental competitiveness. At the same time, the study also analyzes the competitive advantages and comparative disadvantages of the two countries. Findings - It is found that South Korea has a strong competitive advantage in the sector competitiveness of digital service trade, and the export structure is reasonable and balanced, but the deficit pattern affects the overall competitiveness. China has a strong competitive advantage in the overall competitiveness of the digital service trade. However, the structural imbalance in the export sector weakens the competitiveness of the sector. Both Korea and China have the space advantage and competitive potential to enhance international competitiveness in terms of development trends. Originality/value - This paper takes the lead in solving the pain point of the relative lack of similar research topics. It demonstrates the evolution process, development trends, and structural characteristics of the digital service trade. A new combination of competitive power research methods is innovated, and a comprehensive evaluation system is established. The above innovation points show the academic theoretical value and practical application value of this study.

• 경영과정보연구
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• 제18권
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• pp.41-67
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• 2006

Value Creation issue for customers is emerging from the college education. Most colleges are facing to cope with over-supplied education facility problems against reducing population to apply to enter universities/colleges. The best way to overcome those problems might be to implement the Customer Satisfaction Management Strategy as if they were private firms for making profit. The main purpose in this study is to provide guidelines for CS strategy with a private college. It is focused on designing research plans and searching CS index. The process of this study is as follows; - Introduced the value creation strategy for customers with private colleges. - Proposed the CS management which is very important for enhancing competitive power - Evaluate various models to measure service quality and CSI for college service. - Provided some guidelines to research design of CS according to 6 customer categories. - Proposed some methodologies to apply a service quality measurement model. - Suggested a revised model from SERVPERF to adapt with college customers satisfaction. The result from this study showed that Customer Satisfaction Management would be the most important strategy to cope with confronting difficulties for private college and the revised model from SERVPERF would be an alternative solution. Further study is essential to assure the suggested model is valuable for private colleges because empirical test has not completed yet.