• 한국항해항만학회지
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• 제37권5호
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• pp.559-565
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• 2013

본 연구의 목적은 우리나라 항만의 예선 서비스 현황, 운영제도 및 구조적인 문제점이 무엇인지를 살펴보고 예선제도가 갖고 있는 문제점을 계층적으로 분석하여 개선사항의 우선순위를 도출하고자 한다. 우리나라의 예선 서비스 개선에 관한 주요 요인들 중에서 고객요인, 예선운영협의회 운영 행태, 예선법규, 서비스품질 등과 비교해서 예선운영제도(자유계약제, 순번제)가 가장 시급히 개선되어져야 하는 것으로 조사되었다. 예선업체들의 서비스 마인드 개선도 중요한 요인이며, 신규 예선업체의 시장진입을 용이하게 하는 예선진입제도의 개정 또한 중요한 요인으로 나타났다. 본 연구의 결과, 우리나라 예선제도 및 서비스 개선 요인들 중 가장 중요한 것은 예선업자들의 서비스 의식을 제고할 수 있는 예선운영제도의 변화인 것으로 나타났다.

• 마케팅과학연구
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• 제12권
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• pp.1-27
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• 2003

아웃소싱은 국내 소매기업에서 대부분이 활용하고 있을 만큼 보편화되어 있지만 지금까지 이에 대한 체계적인 연구는 부족한 실정이며, 특히 소매기업의 아웃소싱이 마케팅 성과에 어떤 영향을 미쳤는지에 대한 선행연구는 이루어지지 못하고 있다. 본 연구에서는 소매기업의 현실적인 여건을 염두에 두고 문헌연구를 종합적으로 고찰해 연구 모형을 구축하여 아웃소싱의 전략요인인 아웃소싱 목표 및 범위의 명확화, 코소싱, 공급기업 관리, 인적자원의 참여가 마케팅 성과 요소인 서비스 품질 향상, 고객만족, 종업원의 능력 향상에 미치는 영향을 분석하였다. 또한 아웃소싱 전략요인이 마케팅 성과에 미치는 영향은 아웃소싱 동기 및 인적자원의 아웃소싱 정도에 따라 어떠한 차이가 나는지에 대해서도 분석하였다. 아웃소싱 전략요인이 마케팅 성과에 미친 영향에 대한 가설을 검증한 결과, 코소싱은 서비스 품질 향상에, 인적자원의 참여는 서비스 품질 향상과 종업원의 능력 향상에, 공급기업 관리는 고객만족과 종업원의 능력 향상에 유의한 영향을 미치는 것으로 나타났다. 그러나 아웃소싱 목표와 범위의 명확화는 마케팅 성과 변수에 영향을 미치지 않은 것으로 밝혀졌다.

• 한국엔터테인먼트산업학회논문지
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• 제14권1호
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• pp.179-186
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• 2020

본 연구의 목적은 독거노인의 노인돌봄서비스 만족도에 영향을 미치는 요인을 살펴보고, 노인돌봄서비스의 만족도 증진을 위한 기초 자료를 제공하고자 한다. 연구대상은 충북 J시의 노인돌봄기본서비스를 받고 있는 65세 이상 독거노인 301명을 대상으로 하였으며 영향요인을 살펴보기 위해 다중회귀분석을 실시하였다. 본 연구결과 독거노인의 노인돌봄서비스 만족도에 영향을 미치는 요인은 관리사 요인, 서비스 요인, 기관 요인, 소득수준이 유의미한 것으로 나타났다. 이는 생활관리사, 서비스 요인, 기관 요인이 높을수록, 소득수준이 낮은 독거노인 일수록 노인돌봄서비스 만족도가 높은 것으로 나타났다. 특히 생활관리사 요인이 노인돌봄서비스 만족도에 가장 큰 영향을 미치는 것으로 나타났으며, 다음은 기관요인, 서비스요인, 소득수준 순으로 나타났다. 이러한 연구결과를 근거로 정책제언을 하면 첫째, 생활관리사들의 전문성 증진과 처우개선, 둘째, 기관의 전문적이고 체계적인 서비스 지원과 사회안전망 강화, 셋째, 노인돌봄서비스의 품질향상을 위한 적절성·접근성·지속성 강화가 필요하다.

• 품질경영학회지
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• 제45권2호
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• 품질경영학회지
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• 제46권3호
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• pp.397-410
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• 2018

Purpose: A main aims to classify quality attributes for quality assurance activities of military supplies by company size, and to derive the necessity for business improvement by company size to improve customer satisfaction through customer satisfaction coeffiecient and PCSI Index. Methods: Through a survey of defense and general businesses located in Busan and South Gyeongsang Province, the quality of service elements are classified and the client satisfaction factor and PCSI is calculated for the quality assurance activities. Results: Determine the current level of customer satisfaction with the quality of the Defence quality assurance service and present operational factors that need improvement by size of the company. Conclusion: The attractive quality of service factors for quality assurance work were in common and different and the need for improvement was identified based on differences in PCSI Index by Company size.

• 한국문헌정보학회지
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• 제36권2호
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• pp.89-117
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• 2002

본 연구의 목적은 마케팅분야의 서비스 질 이론을 활용하여 공공도서관의 서비스 질을 측정하고 평가할 수 있는 모형을 구축하는 데 있다. 이를 위해 본 연구는 우선 고객이 기대하는 서비스 질의 중요 요인을 측정, 분석하여 중요도에 따른 우선 개선 요인의 순위를 도출하였다. 또한 서비스 질 요인과 고객만족의 상관관계 및 서비스 질 요인과 고객행태의 상관관계 모형을 구축하고 이를 통계적 방법으로 검증하여 고객만족과 고객행태에 영향을 미치는 서비스 질 요인들의 우선 순위를 도출하였다.

• International Journal of Internet, Broadcasting and Communication
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• 제15권3호
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• pp.191-202
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• 2023

This study aims to propose a framework for evaluating the impact of artificial intelligence (AI) services, based on the concept of AI service impact. It also suggests a model for evaluating this impact and identifies relevant factors and measurement approaches for each item of the model. The study classifies the impact of AI services into five categories: ethics, safety and reliability, compliance, user rights, and environmental friendliness. It discusses these five categories from a broad perspective and provides 21 detailed factors for evaluating each category. In terms of ethics, the study introduces three additional factors-accessibility, openness, and fairness-to the ten items initially developed by KISDI. In the safety and reliability category, the study excludes factors such as dependability, policy, compliance, and awareness improvement as they can be better addressed from a technical perspective. The compliance category includes factors such as human rights protection, privacy protection, non-infringement, publicness, accountability, safety, transparency, policy compliance, and explainability.For the user rights category, the study excludes factors such as publicness, data management, policy compliance, awareness improvement, recoverability, openness, and accuracy. The environmental friendliness category encompasses diversity, publicness, dependability, transparency, awareness improvement, recoverability, and openness.This study lays the foundation for further related research and contributes to the establishment of relevant policies by establishing a model for evaluating the impact of AI services. Future research is required to assess the validity of the developed indicators and provide specific evaluation items for practical use, based on expert evaluations.

• 대한안전경영과학회지
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• 제19권4호
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• pp.209-219
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• 2017

Logistics companies want to be competitive companies in fierce logistics market and are worrying about securing of differentiated competitiveness for it. The standards judging if logistics industry maintains the competitiveness are based on the satisfaction of users due to the well-established service system that can response not only economic feasibility of logistics costs such as transportation costs, storage costs, unloading charges, information costs, etc. but also diversity and upgradability of logistics needs. Therefore, this study focuses on seeking of service quality improvements with VBSD(Value Based Service Design) model focusing on customer value factors based on Kano model and QFD based service design approach from angles of customer value improvement and service costs reduction.

• 대한안전경영과학회지
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• 제16권4호
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• pp.71-80
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• 2014

This study is performed to determine the priorites of the evaluation factors for the improvement of fire emergency medical service by increasing it's efficiency to protect the people's lives effectively, and by recognizing it's mid-long term development. Based on the output of the analysis, the critical evaluation factors of the fire emergency medical services to be improved shall be identified, and shall be intended to use strategically for increasing the efficiency of all the activity in the EMT service, and also for providing the basic date to product and manage the good quality services. To calculate the priority of the evaluation factor for each level as shown on this study, AHP(anaysis hierarchy process) with pairwise comparison method is applied. According to the priority analysis for the evaluation factors in main category (evaluation zone), 'medical service professional aspect' is recognized as highest one, and 'service infrastructure aspect', 'service management aspect' are indicated in order. According to the priority analysis for the evaluation factors in evaluation index, 'professional personal arrangement' in the service infrastructure aspect, 'appropriateness and timeliness of emergency medical care' in the medical service professional aspect, and 'clinical training' in the service management aspect are respectively recognized as most important factors.

• International Journal of Internet, Broadcasting and Communication
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• 제13권4호
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• pp.30-38
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• 2021

This research explored methods for improvements to be made within the field of drone usage within the construction industry based on an investigation of factors which limit their efficiency and productivity. Limiting factors and improvement measures were presented in terms of technology, service, law and policy for employing drones at construction sites. Our first suggestion is, from a technical point of view, that companies need to expand professional manpower and infrastructure for systematic management. Second, in terms of service expansion, it is necessary to have management capabilities for operation such as the use of drones with enhanced safety and reinforced on-site education and personal information management. Third, in terms of legal and institutional support measures, it is necessary to prepare a plan for reforming the legal system for revitalization and to expand the training of professional manpower. This study may contribute not only to the development of drone technology, but also to effectively respond to various problems that appear at construction sites.