• Title/Summary/Keyword: 서비스진정성

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A Study on the Perceived Language and Non-verbal Communication and Lapport and Customer Satisfaction of Hospital Users : Focused on the Control Effect of Service Authenticity (병원이용객이 지각한 언어·비언어커뮤니케이션과 라포, 고객만족에 관한 연구 : 서비스진정성 조절효과를 중심으로)

  • Do-Hee Kim;Jeong-won Lee
    • Journal of Service Research and Studies
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    • v.12 no.4
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    • pp.19-29
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    • 2022
  • This study is a descriptive survey using a self-reported survey method to understand the effect of language and non-verbal communication of medical service providers on customer satisfaction through Lapport and to determine the degree of impact on Lapport by adjusting perceived service authenticity. The data collection period was from April 5 to April 30, 2021. Using the convenience sampling method, data were collected from users of medical institutions located in Busan and Gyeongsangnam-do, and a total of 306 valid questionnaires were used as statistical analysis data. The collected data were analyzed using the IBM SPSS statistics version 25.0 and AMOS 20.0 programs through a coding process. In the results of this study, it was found that the language and non-verbal communication of medical service providers influenced customer satisfaction through Lapport, and the perceived service authenticity in the relationship between each variable acts as a moderating effect. Considering that the language and non-verbal factors of the medical service provider are important in the interaction between the medical service provider and the hospital user, the medical service provider should take full account of the language and non-verbal factors and help the medical institution communicate with the hospital user.

A Development of Integrated Evaluation Criteria for Quality of service on Pedestrian Networks (보행자 네트워크 서비스 질 평가를 위한 통합지표 개발)

  • Kim, Tae-Ho;Park, Je-Jin;Gang, Jeong-Gyu
    • Journal of Korean Society of Transportation
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    • v.27 no.1
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    • pp.191-200
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    • 2009
  • This study develops composite indicators that is capable of estimating QOS (Quality of Service) of pedestrians by enhancing estimation for Level of Service in present transporting spaces for pedestrians that merely concerns quantitative indicators such as pedestrian flow rate, pedestrian stoppage. This paper conducts survey questionnaire to collect data. It utilizes AHP(Analytic Hierarchy Process) and ANP(Analytic Network Process). The main results show that: first, ANP is better analytic methods than AHP due to the fact that pedestrians feel repetition when they judge level of service. Second, qualitative factors such as pedestrian behaviors, maintenance, scenary for pedestrians and environments should be considered. Importance of qualitative factors is higher in residential area than other areas. I expect that using qualitative indicators and quantitative indicators is appropriate in order to estimate pedestrians' QOS.

An Analysis of Influencing Factors to Pedestrian Quality of Service by Utilizing Analytic Hierarchy Process (계층분석법(AHP)을 이용한 보행자 서비스 질 영향인자 분석)

  • Kim, Tae-Ho;Jin, Jang-Won;Bae, Gi-Mok
    • International Journal of Highway Engineering
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    • v.10 no.3
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    • pp.69-77
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    • 2008
  • This article proposes new method for estimating pedestrian quality of service(QOS) that is useful to changing pedestrian environment by examining pedestrian quality of service as well as developing new method that integrate qualitative variables into the estimating indicators for the pedestrian movement right. Based on survey questionnaire addressed to experts group, the obtained data for the indicators were analyzed through Analytic Hierarchy Process(AHP). The results show that pedestrian traffic flow(quantitative figure: 52%), sidewalk geometric(quantitative figure: 16%), sidewalk usage behavior(qualitative figure: 11%) in commercial and business zone pointed out the importance of quantitative indicators such as pedestrian traffic flow, and sidewalk geometric. In addition, the results also show that pedestrian traffic flow(quantitative figure: 30%), sidewalk geometric(quantitative figure : 22%), sidewalk usage behavior(qualitative figure: 20%) indicate the significance of qualitative indicators such as pedestrian's sidewalk usage.

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The Effect of Service Authenticity and Service Quality on the Customer Satisfaction and Customer Loyalty in Financial Investment Company (금융투자회사의 서비스진정성, 서비스품질이 고객만족과 고객충성도에 미치는 영향)

  • Yun, Je-Beom;Park, Hyeon-Suk
    • The Journal of the Korea Contents Association
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    • v.16 no.3
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    • pp.742-759
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    • 2016
  • This study aims to examine effects of service authenticity and service quality on the customer satisfaction and customer loyalty in mediation of customer trust in financial investment company. This research model was validated by the statistical tool of SPSS18.0 and AMOS18.0 using survey data collected from the experienced of financial investment company. The results of this study are summarized as follows. First, service process authenticity has a significant effect with customer satisfaction and customer oriented authenticity has a significant effect with customer satisfaction in mediation of customer trust. Second, service quality(tangibility, reliability, assurance, empathy, except responsiveness) has a positive effect(empathy is the highest of all) with customer satisfaction and the importance of service authenticity and service quality can be confirmed from customer satisfaction and customer loyalty. Third, customer satisfaction and customer loyalty as well as trust and satisfaction have significant effects between them, but there have no significance between trust and loyalty. Finally, this study suggests directions of marketing strategy through build up trust in a strong relationship with the existing loyal customer in financial investment company.

A Fuzzy Based Web Server Performance Isolation Method (퍼지 기반 웹서버 성능 분할 기법)

  • Park, Bum-Joo;Park, Kie-Jin;Kim, Sung-Soo
    • Proceedings of the Korea Information Processing Society Conference
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    • 2005.11a
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    • pp.1499-1502
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    • 2005
  • 본 논문에서는 차별화 서비스(Differentiated Service)를 구현하기 위하여 퍼지 이론을 적용한 웹 서버 컴퓨팅 노드들의 동적인 성능 분리(Performance Isolation) 기법에 관하여 논하였다. 제안된 기법은 컴퓨팅 노드의 현재 부하량, 사용자 계층별 요청률을 퍼지 입력 변수(Fuzzy Variables)로 하여, 애매모호한 노드의 정량적 부하를 정성적으로 표현할 수 있도록 하였으며, 이를 통해 계층별 요청률의 급격한 변화에 대응하여, 계층별 요청을 처리하는 담당 노드의 수를 동적으로 조절할 수 있게 하였다. 성능분석을 통해 제안된 퍼지 기반 성능 분리 방식의 서비스 응답시간이 퍼지기법을 사용하지 않은 일반적인 성능 분리에 비해 개선되는 것을 확인하였다.

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A Visual Analytics System for Analyzing Social Networking Patterns among Microbloggers (마이크로블로그 사용자의 소셜 네트워킹 패턴 분석 및 가시화 시스템)

  • Koo, Yun-Mo;Lee, Jeong-Jin;Seo, Jin-Wook
    • Journal of Korea Game Society
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    • v.12 no.3
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    • pp.77-86
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    • 2012
  • In recent years, micro-blogging services such as 'Twitter' and 'Me2day' have rapidly become major social networking services. However, it is difficult to grasp the relationship between a user and his/her friends in these micro-blogging services because they simply list messages between them in chronological order. In this paper, we propose a visual analytics system that can help the user intuitively understand relationships with their friends on micro-blogging services by enabling them to analyze the messages quantitatively, qualitatively and temporally. In the visual analytics system, we also present a tool to provide the user with valuable advices after classifying the changing relation patterns with his/her friends, which in turn contributes to improving relationships with friends. The proposed system was successfully implemented as smartphone applications to show its potential to be a tool for analyses and improvement of social relations in micro-blogging services.

A Study on GPS-based Independent Indoor Location Tracking System Design (GPS기반의 독립형 실내위치추적시스템 설계에 관한 연구)

  • Song, Yu-jin;Jeong, Seong-Ryong;Han, Deok-Soo;Lee, Eun-Joo
    • Proceedings of the Korea Information Processing Society Conference
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    • 2010.11a
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    • pp.1384-1387
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    • 2010
  • 최근 무선인터넷의 기술을 이용한 스마트폰의 활용도가 높아짐에 따라 새로운 서비스의 연구분야로 단말기를 이용하여 이동객체의 위치정보를 제공받는 위치 기반 서비스 기술에 관심이 높아지고 있다. 하지만 현재 기술은 GPS를 이용한 위치추적으로 외부의 이동객체를 추적하는 기술로 많이 활용되고 있다. 그리고 고정된 레퍼런스 노드 또는 마스터 노드에 의존하고 있는 문제점과 위치 계산을 위한 기준이 대부분 홉스나 RF신호의 수신강도에 의한 거리차를 이용하는데 전파 특성에 따른 회절 및 반사, 다중 경로 등에 의한 신호감쇠현상으로 정확도를 보장하지 못하는 문제점이 있다. 따라서 본 논문에서는 GPS와 WiFi를 이용하여 고정된 레퍼런스 노드에 의존하지 않고 이동식 GPS-AP를 이용하여 건물내부에 위치하는 특정 단말기의 위치정보를 제공할 수 있는 시스템을 제안한다.

Construction of LOK(Linked Open Knowledge) System for Advancement of Domestic Agricultural Industry (국내 농업의 선진화를 위한 LOK(Linked Open Knowledge) 구축 방안 연구)

  • Jeong, Jee-Yeon;Jeong, Seong-Hun;Lee, Sae-Bom;Jung, Jae-Jin
    • The Journal of the Korea Contents Association
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    • v.14 no.9
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    • pp.428-436
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    • 2014
  • The convergence technology of ICT(Information & Communication Technology) in agriculture is the main key of the future agricultural industry. Recently, many that by using big data it can improve crop growth-circumstance and agricultural Industry. However, the data of crop growth-circumstance has been not shared and operated separately by individual farm. Therefore, it is necessary to build the LOK(Linked Open Knowledge) system for Quality of Farming & Farm product. We research previous studies for big data and development of the corp growth-circumstance using big data system case. Also, we suggest to build LOK system for improving the domestic agricultural industry.

Scalable Collaborative Filtering Technique based on Adaptive Clustering (적응형 군집화 기반 확장 용이한 협업 필터링 기법)

  • Lee, O-Joun;Hong, Min-Sung;Lee, Won-Jin;Lee, Jae-Dong
    • Journal of Intelligence and Information Systems
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    • v.20 no.2
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    • pp.73-92
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    • 2014
  • An Adaptive Clustering-based Collaborative Filtering Technique was proposed to solve the fundamental problems of collaborative filtering, such as cold-start problems, scalability problems and data sparsity problems. Previous collaborative filtering techniques were carried out according to the recommendations based on the predicted preference of the user to a particular item using a similar item subset and a similar user subset composed based on the preference of users to items. For this reason, if the density of the user preference matrix is low, the reliability of the recommendation system will decrease rapidly. Therefore, the difficulty of creating a similar item subset and similar user subset will be increased. In addition, as the scale of service increases, the time needed to create a similar item subset and similar user subset increases geometrically, and the response time of the recommendation system is then increased. To solve these problems, this paper suggests a collaborative filtering technique that adapts a condition actively to the model and adopts the concepts of a context-based filtering technique. This technique consists of four major methodologies. First, items are made, the users are clustered according their feature vectors, and an inter-cluster preference between each item cluster and user cluster is then assumed. According to this method, the run-time for creating a similar item subset or user subset can be economized, the reliability of a recommendation system can be made higher than that using only the user preference information for creating a similar item subset or similar user subset, and the cold start problem can be partially solved. Second, recommendations are made using the prior composed item and user clusters and inter-cluster preference between each item cluster and user cluster. In this phase, a list of items is made for users by examining the item clusters in the order of the size of the inter-cluster preference of the user cluster, in which the user belongs, and selecting and ranking the items according to the predicted or recorded user preference information. Using this method, the creation of a recommendation model phase bears the highest load of the recommendation system, and it minimizes the load of the recommendation system in run-time. Therefore, the scalability problem and large scale recommendation system can be performed with collaborative filtering, which is highly reliable. Third, the missing user preference information is predicted using the item and user clusters. Using this method, the problem caused by the low density of the user preference matrix can be mitigated. Existing studies on this used an item-based prediction or user-based prediction. In this paper, Hao Ji's idea, which uses both an item-based prediction and user-based prediction, was improved. The reliability of the recommendation service can be improved by combining the predictive values of both techniques by applying the condition of the recommendation model. By predicting the user preference based on the item or user clusters, the time required to predict the user preference can be reduced, and missing user preference in run-time can be predicted. Fourth, the item and user feature vector can be made to learn the following input of the user feedback. This phase applied normalized user feedback to the item and user feature vector. This method can mitigate the problems caused by the use of the concepts of context-based filtering, such as the item and user feature vector based on the user profile and item properties. The problems with using the item and user feature vector are due to the limitation of quantifying the qualitative features of the items and users. Therefore, the elements of the user and item feature vectors are made to match one to one, and if user feedback to a particular item is obtained, it will be applied to the feature vector using the opposite one. Verification of this method was accomplished by comparing the performance with existing hybrid filtering techniques. Two methods were used for verification: MAE(Mean Absolute Error) and response time. Using MAE, this technique was confirmed to improve the reliability of the recommendation system. Using the response time, this technique was found to be suitable for a large scaled recommendation system. This paper suggested an Adaptive Clustering-based Collaborative Filtering Technique with high reliability and low time complexity, but it had some limitations. This technique focused on reducing the time complexity. Hence, an improvement in reliability was not expected. The next topic will be to improve this technique by rule-based filtering.

Market Segmentation of Converging New Media Advertising: The Interpretative Approach Based on Consumer Subjectivity (융합형 뉴미디어 광고의 시장세분화 연구: 소비자 주관성에 근거한 해석적 관점에서)

  • Seo, Kyoung-Jin;Hwang, Jin-Ha;Jeung, Jang-Hun;Kim, Ki-Youn
    • Journal of Internet Computing and Services
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    • v.15 no.4
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    • pp.91-102
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    • 2014
  • The purpose of this research is to perform the consumer typological study of integrated emerging digital advertisement, where IT and advertisement industry were fused, and to propose the theoretical definition about consumer characteristic which is in need for collection of related market subdivision strategy in perspective of business marketing. For this, the Q methodology, the 'subjectivity' research of qualitative perspective, which discovers new theory by interpreting subjective system of thinking, preference, opinion, and recognition of inner side of respondents, was applied and analyzed. Compared to previous quantitative research that pursues hypothesis verification, this Q methodology is not dependent on operational definition proposed by researcher but pursues for analytic study completely reflecting objective testimony of respondents. For this reason, Q study analyzes in-depth the actual consumer type, which can be found at the initial market formation stage of new service, therefore this study is applicable for theorizing the consumer character as a mean of advanced research. This study extracted thirty 'IT integrated digital advertisement type (Q sample)' from thorough literature research and interviews, and eventually discovered a total four consumer types from analyzing each Q sorting research data of 40 respondents (P sample). Moreover, by interpreting subdivided intrinsic characteristic of each group, the four types were named as 'multi-channel digital advertisement pursuit type', 'emotional advertisement pursuit type', 'new media advertisement pursuit type', and Web 2.0 advertisement pursuit type'. The analysis result of this study is being expected for its value of usage as advanced research of academic and industrial research with the emerging digital advertisement industry as a subject, and as basic research in the field of R&D, Marketing program and the field of designing the advertisement creative strategy and related policy.