• 품질경영학회지
• /
• 제29권4호
• /
• pp.170-178
• /
• 2001

The objectives of this paper are to introduce some characteristics of two-dimensional concept of quality and to find out the possibility of the application of two-dimensional quality concept for improving the service quality. The concept was applied to small & medium-sized foreign language Institute. In order to select some service quality dimensions and decide attractive qualify factors among numerous factors, factor analysis and frequently analysis were used. The result. is that all quality factors in empathy dimension are identified as attractive quality factors. This implies that customization program is necessary in small & medium-sized foreign language institutes for improving their competitiveness. However, all quality factors in tangibles dimension are identified as must-be quality factors.

• 한국의류산업학회지
• /
• 제9권1호
• /
• pp.41-48
• /
• 2007

Marketing strategists believe that the best way to satisfy customers is through satisfied employees. In fashion retail businesses, salespersons play a pivotal role for the success of business, since fashion products have emotional properties and customers' emotion is largely affected by personal selling at the point of purchases. The present study aims to examine relationships among internal service quality, job satisfaction, and organizational performance in fashion retail businesses. Specifically, the study will test the validity of applying service quality concept to the internal service targeting the sales person of fashion retailers and identify dimensions of internal service quality. Data were collected from salespersons of women's wear and imported brand stores at four major department stores. 205 survey responses were used for the final analysis. The factor analysis extracted empathy/tangibility, assurance, responsiveness and reliability factors. The structural path analysis and effect analysis indicated that the importance of assurance and responsiveness of internal service quality had significant direct effects on job satisfaction and significant indirect effects on organizational performance. Reliability dimension of internal service quality had a significant direct effect on job satisfaction. The importance of empathy/tangibility dimension, however, was relatively weak in the model.

• 제어로봇시스템학회:학술대회논문집
• /
• 제어로봇시스템학회 2005년도 ICCAS
• /
• pp.1586-1589
• /
• 2005

GUMF (Global User Management Framework) that is proposed in this research can be applied to next generation network such as BcN (Broadband convergence Network), it is QoS guaranteed security framework for user that can solve present Internet's security vulnerability. GUMF offers anonymity for user of service and use the user's real-name or ID for management of service and it is technology that can realize secure QoS. GUMF needs management framework, UMS (User Management System), VNC (Virtual Network Controller) etc. UMS consists of root UMS in country dimension and Local UMS in each site dimension. VNC is network security equipment including VPN, QoS and security functions etc., and it achieves the QoSS (Quality of Security Service) and CLS(Communication Level Switching) functions. GUMF can offer safety in bandwidth consumption attacks such as worm propagation and DoS/DDoS, IP spoofing attack, and current most attack such as abusing of private information because it can offer the different QoS guaranteed network according to user's grades. User's grades are divided by 4 levels from Level 0 to Level 3, and user's security service level is decided according to level of the private information. Level 3 users that offer bio-information can receive secure network service that privacy is guaranteed. Therefore, GUMF that is proposed in this research can offer profit model to ISP and NSP, and can be utilized by strategy for secure u-Korea realization.

• 한국시뮬레이션학회논문지
• /
• 제27권1호
• /
• pp.51-60
• /
• 2018

본 연구는 혁신확산이론과 관련 선행연구를 기반으로 사용자의 핀테크 결제 서비스 사용 영향요인을 서비스와 사용자 측면으로 분류하여 파악하고 인과관계를 실증 검증하였다. 사용자 수용에 영향을 미치는 서비스 특성으로 복잡성, 혜택, 서비스 제공자 신뢰와 인지된 위험을 서비스 특성으로, 개인 혁신성과 보안사고 경험을 사용자 특성으로 분류하여 연구모형을 구성하였다. 이항 로지스틱 회귀분석 결과 인지된 위험과 사용의 복잡성, 보안사고 경험은 사용자의 핀테크 수용에 부정적인 영향을 미치며 개인혁신성은 긍정적인 영향을 미치는 것으로 나타났다. 추가로 인지된 위험이 핀테크 서비스 수용에 미치는 부정적인 영향을 강화하는 보안사고 경험의 조절효과 역시 유의미하게 나타났다.

• Preventive Nutrition and Food Science
• /
• 제10권4호
• /
• pp.372-377
• /
• 2005

This study was designed to examine the satisfaction of high school students with different types of foodservice management programs. The importance and the performance of foodservice management programs were evaluated based on the perceptions of high school students about food service characteristics affecting customer satisfactions. The average score of the attributes affecting the importance of school food service program was $4.27\pm0.49$ and the most important attribute was identified as 'the food safety $(4.68\pm0.67)$', followed by 'the taste of food $(4.66\pm0.65)$'. The average scores of all performance dimensions were lower than 3 point. 'Menu dimension' was rated as the lowest dimension $(2.61\pm0.89)$ and 'Food dimension $(2.79\pm0.70)$' was rated as the highest dimension. Significant differences among different types of foodservice management were perceived by respondents in the overall performance (F=40.244, p<0.001). Students who served by contract-conventional management rated significantly higher performance score on all of the performance attributes than the students served by other types of foodservice management. The results of the importance and the performance analysis present that student satisfaction is affected with the type of foodservice management programs and substantial differences lies between the perceptions of foodservice operations and students.

• 한국정보시스템학회지:정보시스템연구
• /
• 제25권3호
• /
• pp.31-60
• /
• 2016

Purpose In 2016, the market size of mobile(m-) shopping goes beyeond more than half of a total of online shopping. People use smartphones as the main device for m-commerce. Under the circmustances, this study attempts to address why people prefer to use smartphone-based m-commerce. In other words, it is necessary to understand the main value that smartphone-based m-commerce creates. Drawing on the studies of consumption value, this study focuses on utilitarian value in predicting customers' continuance intention in the context of smartphone-based m-commerce, recognizing that utilitarian value is a key extrinsic motivation in the goal-oriented, performance-oriented shopping contexts. Furthermore, this study identifies factors affecting customers' utilitarian value from the perspective of benefits and costs, following the notion that it represents the result of evaluating a trade-off of benefits and costs caused by smartphone-based m commerce. More specifically, in this study, ubiquitous service, location-based service (LBS), transaction speed, and price utility belong to the benefit dimension, whereas technology anxiety and cognitive effort belong to the cost dimension. Design/methodology/approach To test the proposed hypotheses, the study conducted partial least squares (PLS) analysis with a total of 294 data collected on users with experience in smartphone-based m-commerce. Findings The results show that first, utilitarian value is increased by the benefits, such as ubiquitous service, transaction speed, and price utility. However, LBS has no direct effect on utilitarian value. Second, the noteworthy finding is that ubiquitous service and LBS greatly increase transaction speed. Third, technology anxiety and cognitive effort considered as the cost dimension are negatively associated with utilitarian value but their impacts on it are non-significant. Finally, the results support the argument that utilitarian value is a determinant of continuance intention. Overall, the findings imply that utilitarian value greatly depends on the peception on benefits rather than the aspect of cost in smartphone-based m-commerce. Overall, the findings offer new insight into the studies of m-commerce by considering and verifying the impacts of its benefits and costs simultaneously.

• 대한치과보철학회지
• /
• 제62권2호
• /
• pp.174-182
• /
• 2024

다수의 구치를 상실한 환자에서는 전방부 치아들의 마모나 변위, 교합평면의 붕괴와 교합수직고경의 감소가 일어날 수 있다. 특히 편측으로 소수의 치아만 가진 경우 국소의치는 생역학적으로 불리하므로, 소수의 임플란트 서베이드 크라운을 추가한 임플란트 보조 국소의치가 대안이 될 수 있다. 본 증례의 환자는 하악 우측 구치부 상실로 인해 전방부 치아들이 심하게 마모되고, 교합평면이 붕괴되어 있었다. 최소한의 교합 수직고경 거상과 함께 상악 고정성 보철 및 하악 임플란트 보조 국소의치로 수복을 진행하였고, 기능적 및 심미적으로 양호한 임상 결과를 얻을 수 있었다.

• 디지털산업정보학회논문지
• /
• 제5권4호
• /
• pp.231-247
• /
• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• 경영과정보연구
• /
• 제35권3호
• /
• pp.249-272
• /
• 2016

오늘날 서비스기업에서는 다양한 방법을 통하여 고객 만족을 개선하려고 노력하고 있지만 큰 실효성을 보여주고 있지 않다. 본 연구는 품질차원의 이원적 측면을 바탕으로 하여 고객접촉정도에 따른 4가지 산업군을 연구대상(호텔 수리 교육 의료서비스)으로 선정하여 산업별로 품질의 이원적 측면을 비교 측정한 후, 이에 대한 개선 방안을 제시하는 것이다. 따라서 본 연구의 목적은 첫째, Schmenner의 서비스 프로세스 매트릭스를 기준으로 고객접촉정도에 따라 서비스산업을 선정하고 SERVQUAL을 이용하여 고객들이 원하는 요인에 대해 알아보고 Kano모형을 적용해 이를 서비스품질의 유형으로 구분하고, 둘째, Timko의 고객만족계수와 잠재적 고객만족 개선지수(PCSI Index)를 이용하여 각 산업별 우선고려사항을 도출하고 이를 비교하여 고객만족을 높일 수 있는 방안을 제시하는 것이다. 본 연구의 결과, 우선 첫째, 4가지 서비스산업에서 공통적으로 '현대적 외관/시설'이 모두 매력적 품질로 분류되었으며 고객만족계수 역시 모두 높게 나타났다. 이는 서비스산업에서 유형성 측면이 고객들의 서비스 품질 평가기준에서 매우 높은 중요도를 갖고 있다는 것으로 해석할 수 있다. 둘째, 수리서비스를 제외한 3가지 서비스산업에서는 고객의 입장을 이해하고 이를 해결하고자 하는 유연성을 갖는 공감성 측면의 개선으로 인하여 고객만족도를 향상 시킬 수 있다는 것을 시사하고 있다. 셋째, 이 4가지 서비스산업에서 공통적인 부분은 모두 공감성 측면에 대하여 매력적 품질속성으로 분류가 되었지만 현재의 만족도는 고객의 기대수준에 미치지 못하였기에 본 공감성 측면에 대한 개선이 우선적으로 이루어져야 한다는 것을 확인할 수 있었다.

• 한국사회복지학
• /
• 제44권
• /
• pp.7-35
• /
• 2001

Little empirical study has been conducted concerning board function effectiveness and organizational performance in nonprofit nongovernmental human service organizations in Korea. Using the evaluations of 107 board members and 17 executive directors in Korean Community Chest and 16 regional community chests, this study attempted to examine the level of board function effectiveness and its relationship with organizational performance in these community chests. This study used board function scale developed by Holland and Jackson (1998) to measure board function effectiveness in the following 6 dimensions: contextual dimension: educational dimension: interpersonal dimension: analytical dimension: political dimension: and strategic dimension. This study showed that using 4 points scale, mean of overall board function effectiveness evaluated by board members is 2.62 and mean of overall board function effectiveness evaluated by executive directors is 2.73. That is, it showed that means of overall board function effectiveness are located in the middle point between negative evaluation and positive evaluation. On the other hand, using parametric correlation analysis method, it was found that in these community chests the association between board function effectiveness and organizational performance measured by fund-raising growth rate in $1999{\sim}2000\;and\;1998{\sim}2000$ is very weak and statistically nonsignificant. This study also revealed that using nonparametric correlation analysis method, the association between consensus level in evaluation by board members and executive directors about board function effectiveness, and organizational performance is still very weak and statistically nonsignificant. Finally, this study discussed the direction of future research in board function effectiveness and its relationship with organizational performance and the areas of board management that requires substantial efforts for promoting effectiveness of nonprofit human service organizations in Korea.