• 경영과학
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• 제18권1호
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• pp.15-28
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• 2001

This paper investigates the service quality determinants in management consulting. Quality dimensions in SERVQUAL research, as well as several dimensions specific to the consulting service, have been reviewed. A survey has been conducted by carefully developed questionnaires for the hypothesized eight quality dimensions. The results of the statistical analyses support the eight quality dimensions in the consulting service : reliability, assurance, responsiveness, empathy, ethics, participation, communication, and reputation. The results demonstrate that reliability, assurance, participation, and reputation are especially influential in determining customer satisfaction. The research results provide useful insights for a customer in assessing alternative service providers and foreseeing the outcome from the chosen consultants.

• 보건교육건강증진학회지
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• 제22권1호
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• pp.147-160
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• 2005

The purpose of this study is to identify the nature of the patient service quality of health center, and based on that, to examine the relationship of health center visitor's perceived quality and overall satisfaction. Data were collected on the basis of 'the 3rd Regional Health Care Planning' operated by Rural Health Care Service Technology Aid Task-force Team(RHCSTAT), Ministry of Health and Welfare. Basically, the Manual of 3rd Regional Health Care Planning is composed of structure, process, and outcome measurement indicators. Of these indicators, 21 patient satisfaction questions as outcome indicators are used in this study. The samples are 3,530 patients who visited 80 health centers all of the nation. First, the reliability and validity of patient service quality items was evaluated. Second, the descriptive statistics of health service quality are calculated. Third, through the T-test and ANOVA, the differences of patient satisfaction by responder's general characteristics are compared. In final, to explore the relationship of service quality and overall satisfaction, multiple regression analysis was used. This study shows firstly, the dimension of patient service quality was categorized into 3 dimensions, that is, facilities and environment, staff kindness, and access convenience. Secondly, the reliability and validity of patient service quality items was satisfied. Thirdly, the mean score of staff kindness factors are high in contrast to the facilities and environment. And in regard to the overall satisfaction, the mean score is more higher in Daegu region, County type health center, male group, and upper 65 age group than comparison groups. Lastly, as a result of multiple regression analysis, the effect of patient's perceived service quality, especially, appropriateness of billing time(Beta=0.190) and of reservation time(Beta=0.132) are statistically significant(P<0.01). In conclusion, to satisfy the health need of community people and improve the service quality of the health center, the efforts for the access convenience might be needed. Additionally, the enlargement on health center space and supply of new medical equipment is urgent for the patient satisfaction.

• 유통과학연구
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• 제10권4호
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• pp.21-28
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• 2012

최근 경기침체로 인해 소비심리가 위축된 상황에서도 국내 커피시장은 가파른 성장세를 보여왔다. 커피 애호가들 사이에서 고급 소비패턴이 증가하면서 국내 커피시장은 원두커피를 사용하는 커피전문점의 폭발적인 증가를 불러왔다. 커피전문점 시장은 향후에도 계속 성장할 것으로 기대됨에 따라 기존 업체들의 점포확대와 신규 업체들의 진입이 증가하고 있는 추세이다. 결국 국내 커피전문점 시장은 업체간의 경쟁이 더욱 치열해지면서 차별화된 마케팅을 통해 경쟁우위를 확보해야 하는 과제를 안고 있다. 본 연구는 커피전문점 이용고객을 중심으로 서비스 품질이 쇼핑가치와 재이용 의도에 미치는 영향을 파악하는데 초점이 있다. 성공적인 관계관리를 위해 유용하게 작용하는 서비스 품질요인은 무엇이고 소비자들이 중요하게 평가하는 가치를 확인하는데 그 의의가 있다. 이를 위해 서비스 품질이 쇼핑가치에 미치는 차별적인 영향을 분석하고 실용적 가치와 쾌락적 가치가 재이용 의도에 미치는 영향을 검토하였다. 연구결과는 다음과 같다. 첫째, 상호작용품질과 결과품질은 실용적 가치에 긍정적인 영향을 미치는 반면, 환경품질이 실용적 가치에 미치는 영향은 유의미하지 않게 나타났다. 특히 실용적인 가치에 미치는 상대적인 크기를 고려할 때 결과품질이 상호작용품질보다 더 많은 영향을 미치는 것으로 나타났다. 이는 실용적인 가치를 증대하는데 있어 결과품질의 역할이 가장 중요하다는 것을 보여주고 있다. 둘째, 결과품질과 환경품질은 쾌락적 가치에 긍정적인 영향을 미치고 있지만, 상호작용품질이 쾌락적 가치를 증가시키는 영향은 유의미하지 않았다. 즉 고객들은 서비스 결과에 대한 평가와 서비스가 전달되는 배경에 근거하여 쾌락적 가치를 인식함을 의미한다. 특히 쾌락적 가치에 미치는 상대적인 영향력은 결과품질이 환경품질보다 더 큰 것으로 확인되었다. 셋째, 실용적 가치와 쾌락적 가치는 재이용 의도에 긍정적인 영향을 미치는 것으로 나타났다. 쇼핑가치가 재이용의도에 미치는 상대적인 영향력은 쾌락적 가치가 실용적 가치보다 더 큰 것으로 밝혀졌다. 즉 고객들은 커피전문점을 실용적 및 쾌락적 가치를 충족시켜주는 공간으로 인식하면서도 기능적인 욕구보다 감성적인 체험에서 얻는 효익에 더 많은 의미를 둔다는 것을 알 수 있다. 결국 본 연구는 다른 서비스 요인들보다도 결과품질이 가장 중요하다는 점을 제시하고 있다. 나아가 커피전문점 업계는 고객들이 경제적인 가치에 근거한 실용적인 욕구를 추구함과 동시에 관계의 매개체와 같은 쾌락적인 욕구를 더 중시한다는 점을 명심해야 할 것이다.

• 한국문헌정보학회지
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• 제58권2호
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• pp.289-316
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• 2024

본 연구는 3차원 서비스품질 모형을 적용한 공공도서관 서비스품질이 이용자 만족도와 이용자 충성도에 어떻게 영향을 미치는가를 파악하기 위해 연구모형을 설계하고 검증하였다. 이를 위해 지역 및 도서관 특성을 고려하여 서울 및 경기도 21개의 공공도서관에서 이용자 설문조사를 실시하여 유효표본 353부를 연구에 사용하였다. 분석 결과, 서비스품질의 물리적환경품질(PQ), 상호작용품질(IQ), 결과품질(OQ)은 이용자 만족도(US)에 영향을 미치는 것으로 나타났다. 서비스품질의 결과품질(OQ)은 이용자 충성도(UL)에 영향을 미치는 것으로 나타났다. 이용자 만족도(US)는 이용자 충성도(UL)에 영향력이 있음을 파악하였다. 이용자 만족의 선행요인으로 품질의 향상은 이용자의 만족도 향상에 직접적으로 영향을 주고, 이용자 충성도에 영향을 주는 핵심요인은 이용자 만족도이며, 서비스 결과에 대한 품질 인식은 이용자 만족도와 이용자 충성도에 직·간접적으로 영향을 주었다. 변화하는 공공도서관 이용자의 욕구에 대한 대응을 할 수 있는 연구가 활발히 이루어져야 할 것이다.

• 보건행정학회지
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• 제19권4호
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• pp.33-52
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• 2009

Health promotion policies have needed to assess in detailed and evidence-based work to set a policy goal and clear future directions of health promotion in Korea. To identify the major factors related with health promotion, we assessed the associations between public health outcome (potential years of life loss, PYLL) and national health determinants. For this purpose, we used a pooled cross sectional time-series regression analysis with corrected fixed effect models involving sixteen member countries of the Organisation for Economic Cooperation and Development during the period 1970 to 2001. The PYLL was positively associated with tobacco and alcohol consumption (model 1 and 2) and calories intake (model 2 and 3) while the PYLL was negatively associated with GDP, fruit and vegetable intake (model 2), number of doctors (model 3), coverage rates of health care security, and elderly population rates (model 4). In conclusion, health behaviors related with tobacco, alcohol, and nutrition were significant health determinants for health outcome. Overall analysis results of this study will provide a guidance toward improved macro- and micro-policy development for future health promotion policy in Korea.

• Journal of Preventive Medicine and Public Health
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• 제57권1호
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• pp.1-7
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• 2024

Objectives: Adjusting for potential confounders is crucial for producing valuable evidence in outcome studies. Although numerous studies have been published using the Korea National Health Insurance Claim Database, no study has critically reviewed the methods used to adjust for confounders. This study aimed to review these studies and suggest methods and applications to adjust for confounders. Methods: We conducted a literature search of electronic databases, including PubMed and Embase, from January 1, 2021 to December 31, 2022. In total, 278 studies were retrieved. Eligibility criteria were published in English and outcome studies. A literature search and article screening were independently performed by 2 authors and finally, 173 of 278 studies were included. Results: Thirty-nine studies used matching at the study design stage, and 171 adjusted for confounders using regression analysis or propensity scores at the analysis stage. Of these, 125 conducted regression analyses based on the study questions. Propensity score matching was the most common method involving propensity scores. A total of 171 studies included age and/or sex as confounders. Comorbidities and healthcare utilization, including medications and procedures, were used as confounders in 146 and 82 studies, respectively. Conclusions: This is the first review to address the methods and applications used to adjust for confounders in recently published studies. Our results indicate that all studies adjusted for confounders with appropriate study designs and statistical methodologies; however, a thorough understanding and careful application of confounding variables are required to avoid erroneous results.

• 한국조리학회지
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• 제22권8호
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• pp.204-218
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• 2016

The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.

• 경영과정보연구
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• 제17권
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• pp.359-380
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• 2005

The aim of this study is to find out what kind of effect the management system of midium and small businesses like compensation, human resources management approach, employee benefit and service programs and managers' leadership has on the company's image which is a nonfinancial outcome and on its sale price which is a financial outcome.

• 대한간호학회지
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• 제34권3호
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• pp.552-564
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• 2004

Purpose: This study was to develop a client health status outcome evaluation instrument, and examine content validity, reliability, construct validity, and the acceptability of this instrument. Method: A preliminary list was made of such key information as standards, criteria, indicators and measures, by means of a broad review of literature within the field. After determining the preliminary instruments, the study sought to obtain examination, consensus, and modification of two groups of experts in the home-care field. Finally, the instrument examined content validity, reliability, construct validity, and the acceptability of this instrument. Result: The tool was considered of 13 criteria, 48 indicators, and 167 detail measures. The content validity index of the tool was above 0.8 according to the expert group. Regarding the reliability of the evaluators of standards 1 and 2, the degree of agreement between evaluators was high(96.4% through 98.2%). Construct validity in this study, the difference in the mean score between the baseline point and the follow up point of each of standards 1 and 2 was significant, and the mean score of the follow up point was more than that of the baseline point. After examining the acceptability of this instrument with practice managers and home care nurses in home care institutions, a positive opinion was given of this instrument, and it was indicated that to be useful and applicable in home care practice. Conclusion: The results of evaluating client outcome will contribute to overall outcome-based quality improvement and service marketing in home care by providing a constant gauge of home care effectiveness.

• 한국콘텐츠학회논문지
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• 제15권6호
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• pp.597-605
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• 2015

이 연구에서는 정부 지원 사회 문화예술교육 중 시민 대상 문화예술교육 프로그램 참가자의 교육성과 평가가 교육만족에 미치는 영향을 알아보기 위해 한국문화예술교육진흥원 설문조사의 원데이터를 2차 분석하였다. 탐색적 요인 분석 결과 교육성과 평가는 교육내용, 교육운영, 교육자원의 3개 요인으로 구성됨이 밝혀졌으며 이들 교육성과 평가요인들은 모두 교육만족에 통계적으로 유의미한 정(+)의 영향을 미치는 것으로 나타났다. 과거 문화예술교육 경험 유무, 참여 형태(단독/동반)를 기준으로 나눈 집단별 분석에서는 각 집단별로 요인별 영향력이 상이한 것으로 파악되었다. 분석된 결과를 바탕으로 문화예술교육의 질 제고를 위한 구체적 방안이 논의되었으며 후속 연구를 위한 아이디어가 제시되었다.