• 디지털융복합연구
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• 제19권2호
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• pp.307-314
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• 2021

본 연구는 척추·관절질환 환자 만족도와 병원 추천 의향을 분석하고 만족도에 영향을 미치는 요인을 확인하기 위해 수행되었다. 이에 2019년 서울지역 소재 척추·관절 전문병원에서 환자 만족도와 추천 의향을 조사하였고, 인구·사회적 특성과 환자 만족도와의 관련성, 만족도 영향요인 및 추천 의향 등을 분석하였다. 분석 결과 외래의 경우 직원 용모·복장의 단정함과 청결도, 직원 친절도, 시설환경 쾌적성에서 환자 만족도가 높게 나타났고, 대기시간 관련 문항에서 환자 만족도가 낮게 나타났다. 입원의 경우 간호 영역과 병원환경 영역에서 여성의 만족도가 높았다. 하위 영역별로는 간호 영역 중 고객 존중 및 예의, 고객 경청, 담당 간호사에서 환자 만족도가 높게 나타났고, 병원환경 영역은 전반적인 병원 청결도와 안전 문항에서 만족도가 높았다. 환자 만족도와 주변에 해당 병원을 추천할 의향이 있는지를 묻는 문항 간 상관관계 분석에서는 환자 만족도와 병원 추천 의향은 양의 상관관계가 있는 것으로 나타났다. 척추·관절 질환 환자 만족도와 추천 의향 평가 결과는 척추·관절 전문병원에서 의료서비스 질 향상과 병원경영 전략 수립을 위한 기초 자료로 활용될 수 있을 것이다.

• 정보관리학회지
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• 제29권3호
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• pp.169-186
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• 2012

본 연구의 목적은 이용자의 인지적 특성 중 하나인 성격 유형과 OPAC 탐색 과정에서 나타나는 이용자의 정보 탐색 성향 및 만족도의 관계를 파악하고자 하였다. 본 연구에서는 실험대상자들을 대상으로 KEPTI 에니어그램 검사를 통해 성격 유형을 파악하였고, 데이터는 실험-전 질문지, 태스크A 질문지, 태스크B 질문지, 그리고 실험-후 질문지로 수집되었다. 분석결과, 에니어그램의 힘의 중심에 의한 집단 간에는 탐색의 용이성, 탐색시간, 탐색시간의 충분성, 탐색결과의 유용성, 탐색과정의 쉬움에서 통계적으로 유의한 차이가 나타났고 호니비언 집단 간에는 질의에 대한 친숙성과 흥미에서 통계적으로 유의한 차이가 나타났다.

• Industrial Engineering and Management Systems
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• 제13권2호
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• pp.221-230
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• 2014

With the progress and prosperity of commerce and industry, time and money increasingly form an equal partnership. Using air carriers to shorten the round-trip time has become an important choice for many people in the tourism process. Faced with increasing competition within the aviation service environment, airline evaluation criteria and the requirements of customers are gradually dominating the evaluation mechanism for air transport service quality. Over the past few years, attention on the transport quality of service has been primarily focused more on land-based transport, and less on the relevant evaluation criteria of airlines. Many studies have shown that quality of service will directly affect customer satisfaction, resulting in the fact that good quality aviation services have become increasingly important. Therefore, in practical industrial operations with limited resources, there is an urgent need to delve into the assessment guidelines that have an impact on customers when they choose an airline, which can be used as a basis for improving customer satisfaction. Through a literature review and a reliability and validity analysis, this study summarized 19 evaluation criteria, using the purposive sampling method and the decision laboratory method (DEMATEL). In addition, this study viewed the causal relationship between the evaluation criteria and the degree of association as a continuing project for airlines. This study selected appropriate empirical samples from two domestic airlines. The conclusions may provide recommendations for all airlines.

• 대한두개안면성형외과학회지
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• 제21권1호
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• pp.3-6
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• 2020

Nowadays, the incidence of nasal bone fracture is increasing because of social complexity with frequent social activity, and reduction of fractures is relatively simple and can be corrected in short operation time. However, the postoperative results are known to be less satisfied with higher complication rates relatively. These problems could have resulted from inaccurate recognition and interpretation of fracture aspect, inaccurate planning of operation resulting in under or overcorrection, ignoring septal management, complication related nasal packings with removal, postoperative management, and patient satisfaction with complication.

• 한국경영과학회:학술대회논문집
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• 대한산업공학회/한국경영과학회 2000년도 춘계공동학술대회 논문집
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• pp.417-420
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• 2000

The purpose of this paper is to design the menu of mobile phone based on the impression engineering. Free response survey analysis was used to collect impression data on mobile phone functions with time interval. Simultaneity analysis was applied to finding the relationship among selected impression. We cluster the related impression so as to design the menu of a mobile phone accordingly. This research is expected to contribute to the improvement of customer satisfaction by reflecting customer's impression in the process of product design.

• 경영과학
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• 제18권2호
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• pp.1-10
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• 2001

Due to environmental change in market, delivery satisfaction to customer end redaction of LeadTime are critical In the Make-to-Order manufacturing system. This paper focuses on Order Feasibility Decision System Based on SNS System. We suggest BOP (Bill of Process) in which aggregated information is used When the load p1anning problem is solved while more detailed information is used when the scheduling problem is solved.

• Industrial Engineering and Management Systems
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• 제7권3호
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• pp.214-227
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• 2008

Today's dynamic competitiveness requires an organization to improve its performance measurement and management. Quality Management Systems (QMS) abound, the main ones being: ISO series, Malcolm Baldridge National Quality Award (MBNQA), European Forum for Quality Management (EFQM), Six Sigma Business Scorecard and the Balanced Scorecard. Based on the literature, the IPMMM (Integrated Performance Measurement and Management Model) identified 7 key synthesized factors: leadership, strategy management and policy, customer and market, learning and growth, partnership and resources, internal processes and business results that are employed to investigate the key performance indicators of a car assembler using the Delphi methodology. In the 2 rounds of Delphi panels consisting of 20 senior management personnel, the $1^{st}$ round of 198 indicators in the IPMMM yielded 90 indicators. The $2^{nd}$ round yielded 43 performance indicators with 18 rated as critical based on the % assigned in the $1^{st}$ and $2^{nd}$ priority rating of "very important factor" and "key performance indicator" that must be ranked high on both of the priorities. The very critical indicators appeared to be: defect percentage and first time capability (tie in $1^{st}$ place) and revenue, goal setting, customer satisfaction index, on-time delivery, brand image, return on investment, Claim Occurrence Ratio, and debt being ranked from $3^{rd}$ to $10^{th}$. It can be surmised that an organization can identify and develop an appropriate set of performance indicators through the Delphi methodology and implement and manage them based on the Balanced Scorecard.

• Journal of Preventive Medicine and Public Health
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• 제28권3호
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• pp.588-608
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• 1995

This study was intended to enhance the level of hospital personnel management through analysing job satisfaction of hospital employees in terms of structural, personal and environmental variables. The sample of this study consist of a total of 790 persons including doctors, residents, interns, pharmacists, nurses, medical engineers, office workers and manual workers who have worked for general hospitals with 200 beds, 300 beds and 800 beds respectively. The Likert's 5 scales were used for the measurement of satisfaction. The results can be summarized as follows: 1. Structural Variables The level of satisfaction on the job itself was generally low, 2.8 in Likert's 5 scales, with the order of role ambiguity(3.87), routinization(2.6), work overload (2.45) and autonomy(2.37). Hospital employees are aware of their responsibility and they regarded their work as heavy one. The compensatory satisfaction degree was 2.5 which was also low: There were in the order stability(3.1), distributive justice(2.57), pay(2.3) and promotion(1.9). Usually hospital employees showed high degree of stability, while, their satisfaction on promotion possibility is quite low due to specially differentiated structures of hospitals. The degree of satisfaction on the internal conditions of organizational culture was relatively higher as 2.92: They were co-worker's support(3.69), supervisory support(3.15), role conflict(2.64) and welfare(2.17) in order. The satisfaction on welfare as an economic condition was the lowest. 2. Personal Variables The level of satisfaction on personal variables was 3.27 which seemed to be quite high: Contribution to the hospital(3.38), attitude on job performance(3.28) and pride as a member of the hospital(3.07). They seem to believe that their work has been helpful to the performance of hospitals. 3. Environmental Variables The degree of satisfaction on these variables was 3.07 on the average which was derived from environmental factors such as family-role conflict and community support related to hospital employees' environment. The order of satisfaction for each variable is community support(3.2) and family-role conflict(2.94). They turned out to be fairly satisfied with their job in community and yet, they wanted more spare time to spend with their family.

• 지식경영연구
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• 제18권1호
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• pp.83-116
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• 2017

The purpose of this study is to analyze empirically analyze how the characteristics of participants in educational and social learning forums and the quality of events influence expectations and satisfaction of forums. The study also aims to provide strategic implications for forum organizers and give them suggestions on how to set up target audience, manage forum contents, speakers, and services, improve attendee satisfaction, and ultimately maximize overall outcomes. As exchanges among individuals, enterprises, and organizations, as well as countries are growing rapidly, the convention industry has become a key player in the market. Conventions have also become a venue for people to discuss a specific agenda or topic, exchange information and learn knowledge and insights. Especially, the forum - as part of the convention industry - plays a vital role providing educational and social learning opportunities as scholars and expertise come together to share their knowledge and experience through a variety of discussions. With its role, many of forums are taking place in recent years; however, there have been few empirical studies upon the forum itself. Also, there have been few attempts to research how the quality of forums affect participants' satisfaction along with their characteristics and how much of practical knowledge is provided throughout the events. This study is meaningful in that it is the first practical study that takes a deep understanding of the forum and sees how the quality of the forums influences participants' satisfaction and whether the characteristics of participants have a moderating effect in increasing the level of satisfaction. Forum organizers could also take a strategic approach as their major concerns are to increase the number of participants and raise degree of satisfaction by providing significant information. There are four key elements that determine success or failure of a social learning forum. The four elements are contents, speakers, services, and participants. Content plays an important role in providing rich information and knowledge for participants. Speakers are the main knowledge providers who contribute to the forum's social learning role. Also, the services provided by forum organizers such as simultaneous interpretation services, program brochures, lunch and refreshments, and the overall design of event hall can also influence the level of participants' satisfaction. Lastly, the participants and their characteristics are important since they are the ones who receive knowledge from the providers. The results of this study show that the quality of forum (content, speaker, and services) has a decisive effect on the participants' satisfaction and there are some differences in expectation among the participants in the forum. Also, some groups of participants were more likely to be stimulated by the quality of forum when determining their satisfaction. The study is modeled after MBN Y Forum 2016 and its participants' characteristics. The forum is one of the most representative social learning forums of South Korea and its audiences are mostly young people. It has analyzed how the participants' characteristics influence their satisfaction by grouping them into ${\Delta}participants$ who have invited for free and those who paid for the entrance fee, ${\Delta}first-time$ participants and returning participants, ${\Delta}voluntary$ and involuntary participants, ${\Delta}participants$ who registered through web and those who did through mobile, and ${\Delta}participants$ who registered during pre-sale opens and those who registered during general opens.

• International Journal of Quality Innovation
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• 제8권3호
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.