• Journal of Korea Entertainment Industry Association
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• v.15 no.6
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• pp.71-80
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• 2021

This study is aimed at analyzing the characteristics of each service quality and the requirements of the customers followed by the classification of service quality factors of youth sports clubs by using Kano model. For this purpose, a survey was conducted by targeting on 257 subjects in 10 youth sports clubs in Seoul and Gyeonggi areas and for data processing, Microsoft Office Excel 2016 and SPSS 22.0 were used to carry out Frequency Analysis, Factor Analysis, Reliability Analysis, Kano model Quality Classification, Timko's Customer Satisfaction Coefficient, and the computation and analysis of Public-service Customer Satisfaction Index. The following shows the research findings. First, as a result of using Kano model to classify each item of the service quality factors of the youth sports club through Dualistic Quality Theory Attribution, one-dimensional quality elements resulted in all 22 items of service quality factors of youth sports club. Second, the customer satisfaction coefficient computation result showed that satisfaction coefficient appeared by the order of 'kind response of the instructor,'(0.81), 'attitude of the instructor'(0.80), 'systematic lecture program'(0.76), and 'variety of program)'(0.76) and dissatisfaction coefficient appeared by the order of 'clean and pleasant facility'(-0.79), 'attitude of the instructor'(-0.76), 'kind response of the instructor'(-0.76), 'convenience of parking facility'(-0.73), and 'promptness of business process'(-0.73). Third, the public-service customer satisfaction index placing appeared by the order of the 'attitude of the instructor', 'kind response of the instructor', 'clean and pleasant facility' and 'systematic lecture program'.

• 한국노년학
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• v.29 no.2
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• pp.579-591
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• 2009

The purpose of this study is what are the factors affecting decision making for selection of social welfare facility, esp., elderly care facility. The resident's selection for social welfare facility are relatively new terms in the Korean social work. To explore the factors, we employed an empirical study. The collected data was analyzed by using SEM(Structural equation modeling). As the results, the standardized regression coefficient of the hypothesis that the service quality will affect the service satisfaction is equal to 0.555(t=6.723, p<0.01) and the coefficient that the service satisfaction will affect the decision making is equal to 0.766. The absolute fitness of the SEM model shows χ² = 580.151(d.f.=317, p-value=0.000) and RMSEA=0.063, so that the model is absolutely fit. Since CFI=0.915, the model is comparatively fit. Conclusively speaking, the hypothesis that service quality affects to service satisfaction was supported. The hypothesis that service satisfaction affects to decision making was also supported. By accounting for the results of the analysis, this study verified the service quality leading to service satisfaction is an important factor for resident to select a residential facility.

• Journal of the Korean Society for Library and Information Science
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• v.47 no.4
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• pp.335-361
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• 2013

This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items - namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).

• Proceedings of the Korean Society of Computer Information Conference
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• 2020.07a
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• pp.555-556
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• 2020

본 논문에서는 지속적으로 증가하는 이동통신 가입자를 수용하고 초고속 모바일 데이터 서비스를 제공하기 위해서 무선 자원을 효율적으로 사용하기 위한 호 제어 방법을 제안한다. 제안된 방법에서는 핸드오버 호 요구를 효율적으로 처리하고 서비스 품질을 개선하기 위하여 핸드오버 지속시간(핸드오버 요구부터 기존 채널 절단까지의 핸드오버 영역에 머무르는 시간)을 고려하여 핸드오버 영역을 먼저 벗어나는 순서를 예측하고 이를 기준으로 우선순위가 높은 핸드오버 호를 먼저 처리한다. 제안된 방법의 성능을 분석하기 위하여 시뮬레이션을 수행하였으며, 가입자의 새로운 호의 발생 시간 간격과 호의 통화시간을 지수분포로 가정하고 지수분포의 memoryless property 특성을 이용하였다. 수행 결과, 제안된 방법이 기존의 FIFO(First-In-First-Out) 방법에 비하여 호의 블록킹 확률과 강제 종료 확률이 감소(평균 25.2%)됨을 알 수 있다.

• Journal of Internet Computing and Services
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• v.12 no.2
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• pp.149-161
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• 2011

The purpose of this study is to present the direction of improving the Korean Government 2.0 services by evaluating the quality of the service and analyzing its effects on user satisfaction. Recently, on the extension of e-government, Government 2.0, which is the government service combined with Web 2.0, has emerged as a new paradigm. However, there are very few studies on the impact of Government 2.0 on general society and industries. Especially, there is little or no practical analysis and evaluation for the quality of Government 2.0 service. Because the service quality is typically used as the leading indicator of user satisfaction, this study applies it to the Government 2.0 for the validation of the existingtheory in a particular subject. The service quality was measured by the tangibles, reliability, responsiveness of revised SERVQUAL, the efficiency and security of the E-S-QUAL. Inconclusion, this study has empirically significant implications for providing a theoretical foundation for measuring the quality of the Government 2.0 service.

• The Korean Journal of Applied Statistics
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• v.18 no.2
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• pp.487-497
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• 2005

The instruction assessment, which can be a tool to realize a class of high quality, evaluates instruction system and process. The result data of the instruction assessment is analysed and used to reorganize lecture contents or to improve teaching method. It enhances qualitative level of university education. The goal of the instruction assessment is to be a tool that provides high qualitative education to raise students' satisfaction. It is important to improve education service quality through instruction assessment as a useful tool for measuring service quality. The suggestion of valid tool for improving instruction service quality is described in this paper.

• Proceedings of the Korea Information Processing Society Conference
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• 2019.10a
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• pp.525-526
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• 2019

본 논문에서는 고객추천지수(NPS : Net Promoter Score)를 이용하여 2019년도 이용 고객의 서비스 만족 및 품질에 대하여 모니터링하고 기관의 고객만족 개선 활동에 대한 고객의 의견을 분석하기 위함이다. 한국과학기술정보연구원의 국가과학기술정보통합서비스(NDSL : National Digital Science Library)는 산학연 연구자들에게 고품질 정보를 제공하여 국가 과학기술 혁신에 기여하고자 개발된 과학기술정보 서비스 플랫폼으로, 논문·특허·보고서·동향·저널/프로시딩·연구자·연구기관 등 약 1억건 이상의 콘텐츠에 대한 검색 및 콘텐츠 유형별 전문검색 서비스를 제공합니다. NDSL은 과학기술 연구자를 위한 고품질 정보서비스를 지향합니다. 또한, 쉽게보는 검색결과, 오픈서비스 등을 제공함으로써 과학지식의 발견과 확장을 지원하고 있습니다. 이를 위해 서비스를 경험한 500여 명의 의사결정자를 대상으로 국가과학기술정보통합서비스에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 핵심고객을 확보하는데 사전 예측자료로 활용될 수 있다.

• 한국IT서비스학회:학술대회논문집
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• 2007.11a
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• pp.667-672
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• 2007

본 연구는 말콤 볼드리지 요소와 BSC의 각 관점의 KPI 지수간의 연계들 통하여 기업 경영품질향상을 위한 평가모형 구축과 전략 설정을 그 목표로 하고 있다. 기업경영과 관련된 제 영역에 대한 고찰이 가능한 말콤 볼드리지 평가 항목을 살펴보고, 기업경영 성과 측정을 위한 구체적 평가항목을 제시함으로써 부서간 연계 및 인과관계 설정, 전략과의 연계가 가능하여 경영자의 전략 설정과 리더십에 도움을 줄 수 있는 BSC 항목을 살펴 본 후, 기업 경영혁신과 프로세스 개선을 위한 두 평가 항목의 연계를 통하여 평가항목 관리요소의 중복을 제거하고 동일화를 달성, '기업성과 향상' 이라는 공동 목표달성을 위해 MB 및 BSC 두 개선 노선이 시너지를 달성할 수 있는 체계를 마련하고자 한다. 이는 MB와 BSC의 연계방안을 살펴봄으로써 기업의 '경영품질'을 향상시키고, 향상된 경영품질을 구체적 항목에 의거하여 체계적으로 평가할 수 있는 방안을 찾음과 동시에 기업 전략 설정에 이바지할 수 있는 모형구축을 그 목표로 하고 있다.

• Journal of the Korean Society of Costume
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• v.61 no.1
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• pp.34-46
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• 2011

The purposes of this study are to classify apparel service quality elements using the Kano's model, and to identify how much service quality can increase the degree of customer satisfaction when the service quality is fully fulfilled. Women over 20 years-old from metropolitan areas participated in the study. Data from 254 questionnaires were used for the statistical analysis. The results were as follows: First, 17 service quality elements were categorized into one-dimensional quality which could lead to both satisfaction and dissatisfaction, and 3 services quality elements were categorized into indifferent quality which neither result in satisfaction nor dissatisfaction. Second, potential customer satisfaction improvement(PCSI) Index was developed using Kano model and CS coeffient. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in fashion retail store.

• Journal of the Korean Society for information Management
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• v.21 no.4 s.54
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• pp.153-171
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• 2004

The measurement of information system (IS) effectiveness is critical to understanding of the value and efficacy of IS actions and IS investments. In this paper, we propose a new model of the user satisfaction index for ISs and present the user satisfaction index which is measured by the proposed model. Based on the representative theories and models in the field of marketing and IS, we propose a new user satisfaction index model and verify the new model through the analysis of structural equation model. The proposed model consists of four basic dimensions : information quality, service quality, systems quality, and user satisfaction. Also, users' royalty and complaint are adopted as the additional dimension in this model. Data was collected from the ITFIND users to measure their satisfaction index. We, then, suggest some strategic guidelines for the better ITFIND which may useful when the system designers consider upgrading of the system in the future.