• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.23-32
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• 2012

Objective: This research proposes a methodology, which validates a grasp of the customers' emotions in the service design area. Background: As the era of service design has taken its approach, the need for a deliberate design that would reflect the customer's experience had emerged in the area of service. Therefore, a variety of methodologies has been adopted in the field of service design with the purpose of discovery of the customers' needs. Even though the importance of an emotion-sentient research of a service experience increases, its research progress remains to be inadequate in comparison to all the other areas. Method: Having had taken some resources from the emotional studies under other areas of expertise as a base, the concept of volatility of emotions has been introduced as the core element of this research, further followed by an elaboration of its special characteristics. The observation technique under Stakeholder's system: SOMC(Simultaneous Observation Method based on Cooperation) has been proposed in this study as it presents an effective way to grasp the concept of volatile emotions in contrast to the previously existent types of methodologies. Results: The SOMC rather supplements the existing research methods than substitutes the previous ones. In other words, although the existing research system allowed emotion detection, it was difficult to capture the change of momentary and fickle emotions. On the opposite, the SOMC provides a condition allowing a sufficient grasp of the customer's emotions and facilitates emotional capture. Conclusion: For that reason, it is hoped that this piece of research represents a valuable and effective approach in terms of grasping the true needs of the customers on the emotional level, which will in its turn contribute to the improvement of the service quality in the midst of a complicated service condition. Application: Moreover, the purpose of this research is that in its outcome it may serve as a sufficient contribution to the area of emotional studies within the field of service design.

• Journal of Preventive Medicine and Public Health
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• v.54 no.1
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• pp.8-16
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• 2021

This article aims to introduce the inception and operation of the COVID-19 International Collaborative Research Project, the world's first coronavirus disease 2019 (COVID-19) open data project for research, along with its dataset and research method, and to discuss relevant considerations for collaborative research using nationwide real-world data (RWD). COVID-19 has spread across the world since early 2020, becoming a serious global health threat to life, safety, and social and economic activities. However, insufficient RWD from patients was available to help clinicians efficiently diagnose and treat patients with COVID-19, or to provide necessary information to the government for policy-making. Countries that saw a rapid surge of infections had to focus on leveraging medical professionals to treat patients, and the circumstances made it even more difficult to promptly use COVID-19 RWD. Against this backdrop, the Health Insurance Review and Assessment Service (HIRA) of Korea decided to open its COVID-19 RWD collected through Korea's universal health insurance program, under the title of the COVID-19 International Collaborative Research Project. The dataset, consisting of 476 508 claim statements from 234 427 patients (7590 confirmed cases) and 18 691 318 claim statements of the same patients for the previous 3 years, was established and hosted on HIRA's in-house server. Researchers who applied to participate in the project uploaded analysis code on the platform prepared by HIRA, and HIRA conducted the analysis and provided outcome values. As of November 2020, analyses have been completed for 129 research projects, which have been published or are in the process of being published in prestigious journals.

• Journal of Korean Neurosurgical Society
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• v.61 no.2
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• pp.167-179
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• 2018

The prevalence of patients with adult spinal deformity (ASD) has been reported as high as 68%. ASD often leads to significant pain and disability. Recent emphasis has been placed on sagittal plane balance and restoring normal sagittal alignment with regards to the three dimensional deformity of ASD. Optimal sagittal alignment has been known to increase spinal biomechanical efficiency, reduce energy expenditure by maintaining a stable posture with improved load absorption, influence better bony union, and help to decelerate adjacent segment deterioration. Increasingly positive sagittal imbalance has been shown to correlate with poor functional outcome and poor self-image along with poor psychological function. Compensatory mechanisms attempt to maintain sagittal balance through pelvic rotation, alterations in lumbar lordosis as well as knee and ankle flexion at the cost of increased energy expenditure. Restoring normal spinopelvic alignment is paramount to the treatment of complex spinal deformity with sagittal imbalance. Posterior osteotomies including posterior column osteotomies, pedicle subtraction osteotomies, and posterior vertebral column resection, as well anterior column support are well known to improve sagittal alignment. Understanding of whole spinal alignment and dynamics of spinopelvic alignment is essential to restore sagittal balance while minimizing the risk of developing sagittal decompensation after surgical intervention.

• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• YAKHAK HOEJI
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• v.53 no.3
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• pp.138-144
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• 2009

The purpose was to implement drug utilization review (DUR) for whom were diagnosed with chronic kidney disease (CKD) population using health insurance claim data. This study constructed drug utilization database using Health Insurance Review and Assessment Service (HIRA) database and selected contraindicated drugs with kidney based on previously developed drug utilization guide and reviewing other countries' examples. Main outcome measures were the proportion of prescription for 1 or more drugs of concern. The cohort included 115,948 subjects, who were diagnosed with chronic kidney disease. Inappropriate drugs with CKD patients was some used, and the most commonly prescribed classes were aluminum drugs. However it is difficult to find problems with inappropriate drug because claims data doesn't have laboratory data. Based on the result of retrospective drug utilization review study, more studies should be analysed drug utilization patterns and monitoring system should be developed.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1315-1325
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• 2021

This study aimed to design a strategy in encouraging the loyalty level of priority customers of Sharia banks in Indonesia. The strategy was outlined in a series of alternative applicative programs priority. The use of ANP intended to simplify the existing problems so that the offered solution was easier to apply. Each item was scored on a 5-point Likert scale. The expected outcome was to give priority scales to the offered solutions. The findings of this study are service quality, brand image, bank image which could build customer loyalty in Sharia banks. Priority customer gathering could strengthen the bonds between customers and also between customers and their banks. The excellence of Sharia banks in terms of service quality, brand image, and bank image, when combined with priority customer gathering activities, would become a powerful formula in increasing priority customer loyalty to banks that lead to increased revenue from banks. Originality of this research was the formulation process of a new approach in search of ways to increase the customer loyalty, as well as giving concrete proposals for the banking world in designing customer loyalty improvement programs. This paper shows the updated strategy in Customer Loyalty, Bank image, Brand image, Banking service quality.

• Journal of Distribution Science
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• v.20 no.1
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• pp.67-76
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• 2022

Purpose: The purpose is to verify the impact of the store environment on interpersonal service quality (ISQ), shopping value and patronage intention, as well as the moderating role of the store format: supermarkets vs hypermarkets. This is significant as previous studies on retailing neglected the effect of interpersonal service quality on the experiential shopping value. The comparison of the model between two retailing formats (hypermarkets and supermarkets) provides a significant contribution and responds to a need to provide insights regarding the moderation of the store types on the contribution of interpersonal service quality and experiential value to customer's retention. Research design, data, and methodology: The hypotheses have been tested after analyzing the data of a survey among 405 consumers exiting stores representing various retailing stores in Tunisia. A Structural model have been finally verified by a path analysis after applying a confirmatory factorial analysis. Multigroup analyses on AMOS allowed to verify the moderation of store types. Results: Results mainly show that patronage intention is affected by the experiential perceived value dimensions. The latter is a direct consequence of ISQ and an indirect outcome of perceived shopping environment. The impact of value, environment and ISQ is moderated by the store type.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.117-124
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• 2012

Objective: The goal of this study is to design a creative tutoring service, which helps children gain confidence and creativity through learning activities. Background: Nowadays most kids are growing up in a very competitive environment under their parents' zeal for education. A stressful environment can deter a child from the confident undertaking of challenges, leading to depression, anxiety, and feelings of inadequacy. Art therapy helps children work through these issues, however the process led by instructors or parents, and kids still feel anxious studying adults' face to read their thought. Method: To help children address challenges, a creative tutoring service application can provide images with certain tasks instead of asking them to fill in blank areas. The tasks asked by the service system are 1) to visualize children's own experience utilizing visually associated images from given images and 2) to create an illustrated story modifying and re-composing given images. Another task is to learn basic math and words with numbers and alphabets in customized colors. By completing each task children collect awards, which allow them graduate to higher levels of challenges. The outcomes from the tasks are sent to the main server system and reviewed by analysts. Those results are sent to children's parents as a text message on smart phone. Results: Visual implication using images inspires children to make creative stories based on their own experience. Also, children can find their own patterns of reaching answers by using synaesthetic imagery through repetitive practices of creative thinking tasks. Conclusion: Understanding how they feel about doing tasks in certain environments and assessing them in varied situations should be carefully considered when designers approach service design for kids. By focusing on how to tutor children in creative ways, as opposed to focusing on the expected outcome, creative service applications can be designed to reduce children's stress and encourage self expression. Children are predicted to gain confidence through using the service without the concern of comparison by others. Application: The creative tutoring service needs to be developed and tested by varying types of children.

• Journal of Korea Society of Industrial Information Systems
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• v.17 no.4
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• pp.99-114
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• 2012

Mutual savings banks have today met many difficulties because of various reasons. To overcome these difficulties, they have to change to be more customer centric and to adopt customer satisfaction management so that they can satisfy customers asking for diversified and professional service. This study aims to investigate the relationship between various dimensions of service quality and service performance such as customer satisfaction, customer trust, and repurchase intension. This study categorized service quality as interaction quality, outcome quality, and physical environment quality. Moreover, this study examined whether interest sensitivity and bank reputation had the moderating effects between service quality and service performance. The study results may provide practitioners and researchers in financial industry with some implications and guidelines for mutual savings banks' competitiveness.

• Health Policy and Management
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• v.15 no.3
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• pp.60-78
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• 2005

The main objective of this study is to define the nature of the patient service quality of Health Centers, and based on that, to examine the causal relationship of Health Center visitor's perceived service quality with overall satisfaction, intention to revisit and intention to recommend. Data are collected on the basis of the second field survey of '3rd Regional Health Care Planning' operated by the Ministry of Health and Welfare(MOHW). In this study, the 24 patient satisfaction questions are used as outcome indicators. The samples are 3,091 patients who visited 68 Health Centers. The reliability and validity of patient service quality items was evaluated. Finally, the Structural Equation Modeling(SEM) analysis was conducted to find a causal relationship of service quality, patient satisfaction, intention to revisit and intention to recommend. This study shows firstly, the dimension of patient service quality was categorized into 3 dimensions, that is, facilities and environment, staff kindness, and convenience of utilization process. Secondly, the reliability and validity of patient service quality items was satisfied. Lastly, the total effect of convenience of utilization process factor on satisfaction(path coefficients=1.721), intention to revisit(0.843) and intention to recommend(0.696) is more higher than other variables. These findings imply that the quality of various services concerning convenience of utilization process at Health Centers should be improved to satisfy the health need of community people and improve the service quality of Health Centers.