• Proceedings of the KAIS Fall Conference
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• 2009.12a
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• pp.322-325
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• 2009

병원의 의료 서비스에 대한 고객의 불만과 고충 내용을 분석하여 불만족을 파악함으로써 고객 불만족의 재발을 막고 이에 대한 해결방안을 제시하고 적용하는 고객만족 경영 전략을 수립하고자 분석한 결과 다음과 같다. 1. 조사대상자의 성별은 남자가 높은 분포를 보였고 계절별로는 환자측면과 보호자측면 모두 여름에 높았고 요일별로는 모든 측면에서 월요일에 불만족이 많았다. 이용형태별로는 환자측면은 외래가, 보호자측면은 입원이 높았고 발생부서별로는 환자측면과 보호자측면 모두 진료부에 대한 불만사항이 많았고 소리함을 통한 접수가 많았다. 2. 불만요일별 항목 특성 중 진료서비스 항목은 진료정 확성이 높은 분포를 보였고 보호자는 진료서비스에서, 환자는 절차서비스에서 높은 불만을 보였다. 3. 발생부서별로는 절차서비스는 진료지원에서 높은 점수가, 진료서비스는 진료부에서 높은 점수를 보였으며 친절서비스에서는 간호부가 높은 점수를 보였고 편의환경서비스에서는 행정부가 높은 점수를 보였으며 통계적으로 유의한 차이를 보였다.4. 불만요인별 상관관계의 결과는 진료서비스는 성별의 역 상관관계를 보였다. 친절서비스는 성별과 연령이 정상관 관계를 보였고, 진료서비스는 역상관 관계를 보였다. 절차서비스는 성별과 연령, 진료서비스, 친절서비스가 역상관 관계를 보였다. 편의환경서비스는 성별과 연령이 정상관 관계를 보였고, 진료서비스, 친절서비스, 절차서비스는 역상관 관계를 보였다. 현 의료서비스에 대한 고객의 불만 및 고충 내용이 병원 의료서비스의 질을 개선하는데 이바지할 수 있는 기초자료로써 그 의의가 있다.

• KIPS Transactions on Software and Data Engineering
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• v.4 no.4
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• pp.161-168
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• 2015

It is difficult to provide proper cloud services for cloud users, because the number of cloud services are increasing and the type of cloud services are diversifying. To overcome this problem, the concept of cloud service broker is presented to mediate cloud services between cloud providers and tenant. The most important role of cloud service broker is to finding cloud services that fulfill requirements of tenant. However, current existing cloud service broker conduct passive requirements analysis process with cloud service expert's assistance. In addition, the systematic functional and non-functional requirement analysis is insufficient. Therefore, we need the new methods for requirement analysis to find nearest service that matches with requirement of tenant. In this paper, we apply pairwise comparison from AHP method to analyze requirement automatically and systematically. It calculates score of service by comparing requirement with service specification, calculating importance rate, and so on.

• Journal of the Korea Society of Computer and Information
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• v.19 no.12
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• pp.209-218
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• 2014

The more mobile devices consuming web services, the more QoS-aware selection of mobile web services, we need. A QoS(Quality of Service) contract is an agreement between the web service provider and the mobile user that specifies the level of the service quality. Web services users can be assured of the level of the service quality specified by the QoS contract. We propose a broker-based framework for QoS-aware mobile web services selection in this work. Under this architecture, the mobile users can request the web services through the service broker on the wireless networks. The service broker utilizes agents to monitor the web services quality and manages the service quality by notifying the service provider and mobile user of the service contract violation. Reliability, response time, and cost were the metrics used for QoS monitoring. Futhermore mobile users can select a web service best suited for his/her needs through the service broker.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• Journal of the Korean Institute of Intelligent Systems
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• v.18 no.2
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• pp.175-182
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• 2008

Context-aware service environment should provide many kinds of services according to users' requests. Users want a great variety of services. In response to their demands the service provider should make a new service every time. But making a new service every time may be inefficient even for a small number of users' requests. So, there are studies on how to efficiently support various and complex requests fFom users. In many researches, service compositions have lately attracted considerable attention. However, existing researches have mainly focused on Web services. So they are not proper to rapidly providing services in response to users' requests, especially In context-aware service environment. This paper proposes a rapid service composition using case-based reasoning. For evaluating the proposed algorithm we implement 'purchasing seTvice agent'. With this system, we compare our algorithm and the existing service composition algorithms.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.13-27
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• 2022

This study focused on the role of service robots as employees, and examined how robot services affect customer behavior compared to human employees in service success and failure situations. The three experiments were performed on barista robot, serving robot, and chef robot. The results of this study are as follows. First, in the case of service success, customers showed similar intentions for revisit regardless of employee type. On the other hand, in the case of service failure, the revisit intention was found to be more negative than that of the human employee when the service was received from the robot employee. The reason for this was found to be that customers had lower expectations for the capabilities of service robots compared to humans. Finally, customers perceive that robot services are more stable than human services.

• Journal of KIISE:Software and Applications
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• v.37 no.7
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• pp.503-517
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• 2010

Service-oriented computing, the effective paradigm for developing service applications by using reusable services, becomes popular. In service-oriented computing, service consumer has no responsibility for managing services, just invokes services what service providers are producing. On the other hand, service providers should manage any resources and data for service consumers can use the service anytime and anywhere. However, it is hard service providers manage the quality of the services because an unspecified number of service consumers. Therefore, service scalability for providing services with higher quality of services specified in a service level agreement becomes a potential problem in service-oriented computing. There have been many researches for scalability in network, database, and distributed computing area. But a research about a definition of service scalability and metrics of measuring service scalability is still not mature in service engineering area. In this paper, we construct a service network which connects multiple service nodes, and integrate all the resources to manage it. And we also present a service scalability framework for managing service scalability by using a mechanism of service migration or replication. In section 3, we, firstly, present the structure of the scalability management framework and basic functionalities. In section 4, we propose scalability enhancement mechanism which is needed to release functionality of the framework. In section 5, we design and implement the framework by using proposed mechanism. In section 6, we demonstrate the result of our case study which dynamically manages services in multi-nodes environment by applying our framework. Through the case study, we show the applicability of our scalability management framework and mechanism.

• Journal of Service Research and Studies
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• v.9 no.3
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• pp.17-38
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• 2019

With recent dispersion of sharing economy, consumption culture of sharing, instead of ownership, gets wide spread in the age groups of 20-30. Even though the market of car sharing expands rapidly, little research has been done in the area of service quality and consumer behavior regarding car sharing services. Given that future market potential gets larger, it seems highly meaningful to conduct research on customer satisfaction and their usage behavior regarding car sharing services. This paper intends to analyze main factors affecting overall customer satisfaction on car sharing services; satisfaction on service quality, satisfaction on service product, and satisfaction on service experience. Each dimension of the three factors is also analyzed to see if there is any differences between major three brands. Further analysis has been done for checking any effects of gender and usage purpose of customers on the overall customer satisfaction. Key results of the analysis show all the three main factors have significant effect on overall customer satisfaction. Each dimension of service quality has significant effect on satisfaction on service quality. Dimensions of parking lot accessability and vehicle maintenance in service product evaluation, have greater effect on satisfaction on service product. In service experience, positive affect have greater effect than negative affect on satisfaction on service experience. Women users perceive larger overall customer satisfaction on car sharing services than men users. On the types of usage purpose, Users with purpose of tour and dating/meeing friends perceive larger overall customer satisfaction on car sharing services than user without it. Further managerial implications of car sharing services are also provided.

• Journal of Service Research and Studies
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• v.6 no.3
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• pp.107-122
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• 2016

This study was intended to examine the effect that the quality of service delivered by social commercial companies and service providers and perception towards seriousness of service failure would have on the intention of repurchase and revisit. 10 hypotheses were derived from literature review. excluding the questionnaires that contained many missing values or inconsistent or insincere answers. The results of this study can be summarized from 3 aspects. First, it was found that the quality of service delivered by social commerce companies had a statistically significant effect on social commerce companies' service failure(Hypothesis 1) and social commerce company repurchase intention(Hypothesis 3) in connection with the effect that the quality of service delivered by social commerce companies and service providers would have. The quality of service delivered by service providers was found to have a statistically significant effect on service providers' service failure(Hypothesis 2) and service provider revisit intention(Hypothesis 4). Second, the perception towards seriousness of service failure by social commerce companies and service providers was found to have the following effect: The service failure by social commerce companies(Hypothesis 5) was found to have a statistically significant effect on service provider revisit intention(Hypothesis 8), but did not have a statistically significant effect on social commerce company repurchase intention (Hypothesis 6). The service failure by service providers was found to be statistically significant for service provider revisit intention(Hypothesis 7) and social commerce companies purchase intention(Hypothesis 9). Finally, service provider revisit intention was found to be statistically significant for social commerce company repurchase intention(Hypothesis 10).

• Electronics and Telecommunications Trends
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• v.8 no.2
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• pp.108-124
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• 1993

개방망은 망 접속을 표준화하여 망을 접근하도록 하는 technical interface의 공개측면과 망이 가지고 있는 망서비스를 공개하여 사용자로 하여금 선택적으로 이용할 수 있게 해주는 망서비스 공개 측면을 모두 고려하여 망구조를 실현해야 한다. 통신망은 망의 서비스 유형 및 일반적인 기능에 따라 음성급 전화망, 데이터망, 전용선망, 이동통신망 및 위성망으로 구분할 수 있으며, 이에 대한 망 접속은 각 망별로 또한 분류될 수 있다. 망서비스는 기술의 발전과 망진화에 따른 기술적인 요인, 고도통신 사업의 다양화에 다른 사업자 요구에 의한 요인, 그리고 시장수요 요인에 의해 계속 발전.진화되어지는 동적인 것이다. 개방망구조는 망서비스와 기술적인 접속을 주요 내용으로 하고 있기 때문에 이것도 역시 계속 진화되는 것으로 해석해야 한다. 본고에서는 개방망의 서비스 측면에서 해당교환 시스팀이나 전송시스팀이 제공가능한 서비스들로서 개방망구조의 서비스메뉴로 표현할 수 있는 것들을 각 망에 대해 자세히 파악하고자 한다. 이번 호에서는 그 첫번째 내용으로서 음성급 전화망에서 개방망서비스로서 국내 교환시스팀과 미국의 ONA 일환으로 BOC가 제공 가능한 것들을 소개한다. 음성급개방망서비스(Voice Grade Open Network Service)는 크게 가입자선측과 중계선측으로 분류 가능하다. 각 분류후에 1) 국내에서 제공가능한 서비스, 2) 여러 BOC가 공통적으로 보유한 서비스, 3) 특정 BOC가 보유한 서비스로 분류 정리하였다.