• The Journal of the Korea Contents Association
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• v.20 no.6
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• pp.342-353
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• 2020

The purpose of this study is to identify priority factors for improving service quality of cosmetic stores in drug stores(DRS) and department stores(DES) and to provide basic data for improving service quality of cosmetic stores by analyzing the service quality based on the Kano model and the Potential Customer Satisfaction Improvement (PCSI) Index. As a result, most items of quality factors of cosmetic stores in both stores were evaluated as attractive quality factors. As a result of PCSI Index comparison, the quality factors of 'Reliability', 'Responsiveness', and 'Empathy' items for DRS and 'Empathy' and 'Reliability' items for DES had higher priority for improvement. That is, if these factors are improved, there is a high potential to improve customer satisfaction. Through this study, practical implications were provided by identifying service quality factor classification and priorities for customer satisfaction improvement of DRS and DES. This is expected to contribute to the guidelines for improving customer satisfaction in the future.

• 한국정보통신설비학회:학술대회논문집
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• 2009.08a
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• pp.320-325
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• 2009

네트워크 서비스에 있어서 품질을 정확히 측정하고 품질지수를 도출하는 것은 매우 중요하다. 종래의 네트워크 서비스에 대한 품질지수는 QoS(Quality of Service)로서 많은 연구가 있어왔다. 하지만 QosS를 통한 사용자 품질지수는 실제 사용자의 서비스 만족도를 효과적으로 표현해 주지 못하였다. 그래서 본 연구에서는 QoE(Quality of Experience)라는 개념을 도입하여, 사용자가 실제로 느낀 서비스의 만족도를 도출하고자 하였다. 사용자의 서비스 만족도를 잘 표현해주는 QoE를 도출하기 위하여 본 연구에서는 QoE Framework를 제안한다. QoE Framework는 framework를 위해 동작하는 agent들로 구성된다. QoE Framework의 agent는 크게 서비스 제공자측과 서비스 사용자 측으로 나눌 수 있는데, 서비스 사용자 측의 agent는 서비스를 이용하다가 사용자가 서비스 불만족을 감지하였을 때, 서비스 제공자측 agent는 사용자측 agent로부터 받은 서비스 불만족에 대한 feedback으로부터 QoE도출 알고리즘을 사용하여 최적의 QoE를 도출하는 기능을 한다. 서비스 제공자측 agent의 QoE도출 알고리즘으로 GA(Genetic Algorithm)을 사용하여 최적의 값을 구하게 된다. QoE framework의 알고리즘에서는 불만족 feedbaek을 이루는 QoS 파라미터들간의 중요도와 관계를 도출하여, 주어진 서비스 개선 비용으로 최적의 QoE를 도출함으로써, 네트워크 서비스에 대한 사용자의 만족도를 최대로 높이는 결과를 도출하게 된다.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.8-12
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• 2006

본 연구는 말콤볼드리지 의료서비스 분야 평가기준을 기반으로한 한국형 의료서비스 분야 국가품질상 평가도구의 타당성을 검증 하고자 한다. 이를 위해 미국의 말콤볼드리지 국가품질상(The Malcolm Bladrige National Quality Award)의 평가기준인 리더십, 전략계획, 환자 ${\cdot}$ 고객 ${\cdot}$ 시장 중시, 측정 ${\cdot}$ 분석 ${\cdot}$ 지식관리, 인적자원 중시, 프로세스 관리, 사업성과의 7 개 항목과 21 개의 세부항목을 토대로 국내 산업에 맞는 측정항목을 개발하였고, 이러한 평가항목들을 이용해 한국 의료서비스 기업들이 국가품질상에 대한 자체평가를 위해 활용할 수 있는 한국형 경영품질지수를 개발하고, 실제로 한국의 병원들의 사례를 통해 한국 의료서비스 산업 품질경영상태를 파악하고자 한다.

• Journal of Korean Library and Information Science Society
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• v.54 no.1
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• pp.115-142
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• 2023

The purpose of this study is to classify the quality attributes of service quality for the elderly in public libraries, derive satisfaction coefficients and dissatisfaction coefficients, and present the priority improvement of service quality. To this end, a survey was organized with 22 questions from LibQUAL+ for elderly users who use library in uiseong-gun, gyeongsangbuk-do. Quality factors for service were classified into three areas of LibQUAL+ based on the kano model, and the satisfaction index and dissatisfaction index felt by users for each service quality were calculated through timko's customer satisfaction coefficient. Based on this, a Potential Customer Satisfaction Improvement index (PCSI index) was obtained to determine how much user satisfaction can be improved when actual requirements are met. As a result of classification of quality attributes of service quality, it was classified into 9 attractive quality, 7 one-dimensional quality, 1 indifference quality, and 5 must-be quality. In the improvement ranking for service, the first place was 'making electronic resources accessible from my home or office', the second place was 'print and/or electronic journal collections I require for my work' and the third place was 'a library web site enabling me to locate information on my'. It is expected that the study results can be used to present quality factors that should be managed and improved first when providing services for the elderly.

• Journal of the Korean Society for information Management
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• v.30 no.4
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• pp.133-154
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• 2013

The purpose of this study is to analyze service quality factors that affect user satisfaction of NDSL Open Service (NOS) and to improve standards of open service for sharing information through the user satisfaction survey. User satisfaction indexes were developed to measure the all aspects of the NOS services. The quality index, satisfaction index, and performance index were identified in this survey. According to the survey findings, the levels of social quality and social satisfaction are relatively high, this shows the positive evaluation and expectation of researchers for open services. However, relatively low level is identified in area of service process quality. Therefore, NOS requires method to help easily take advantage of OpenAPI and strategy to increase service process satisfaction and service environment satisfaction.

• Proceedings of the Korea Multimedia Society Conference
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• 2001.06a
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• pp.223-227
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• 2001

인터넷의 발전에 따라 서비스에 대한 사용자 요구가 다양해지는 동시에 서비스 품질에 대한 요구가 높아지고 있다. 멀티미디어 서비스는 대량의 데이터로 구성되어 네트워크에 트래픽 부하를 증가시키며 이로 인한 지연, 동기, 패킷 손실과 칼은 문제가 발생되나 서비스의 품질을 협상할 수 있다는 특성도 가지고 있다. 이 연구에서는 인터넷에서 제한된 대역폭의 사용 효율성을 높이면서 멀티미디어 서비스의 품질(QoS)을 보장하기 위한 기법으로 동기화된 멀티미디어 서비스의 QoS와 통계에 기반을 둔 지수적 무게 이동 평균 기법을 제안하였고, 협상을 위한 모듈을 설계하였다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1999.10a
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• pp.114-114
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• 1999

• Journal of the Korean Society for information Management
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• v.29 no.1
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• pp.279-302
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• 2012

The purpose of this study is to analyze service quality factors that affect user satisfaction of Open Access Korea(OAK) services and to draw strategic assignments for activating open access activities in Korea through a user satisfaction survey. User satisfaction indexes were developed to measure all aspects of the OAK services. The quality index, satisfaction index, and performance index were identified in this survey. According to the survey findings, the levels of social quality and social satisfaction are relatively high, this shows the positive evaluation and expectation of researchers for OAK services. However, relatively low level is identified in the area of service process quality, and many opinions about OA contents shortage in Korea represent the importance of the national level contents development strategy. Sustainable policy support, publishing of open access journals, management of institutional repository, OA governance system, expansion of researchers' participation, construction of global collaboration system are suggested as major implications to promote open access activities in Korea.

• Journal of the Korean Data and Information Science Society
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• v.22 no.4
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• pp.765-773
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• 2011

Today, as the number of applicants for admission decreases, competition among universities is deepening in Korea. Especially, the existence of local universities has led to intense competition to increase the enrollment rate of new students and reduce dropout rate. To survive in this competition, local universities are making various efforts; however, the primary problem is improving their educational service quality. In this study, we have developed a device to measure educational service quality which can be applied to the field of higher education, and factors that determine educational service quality are dragged through this device. In addition, this research identifies which statistically significant factors play a part in overall satisfaction and word of mouth effect, and interprets 29 quality attributes using importance-satisfaction transformed index.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.2
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• pp.137-155
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• 2017

Many university libraries, facing financial difficulties, have been forced to operate on a tighter budget. Such trend has created the need for an objective standard that will prioritize current library services. This study derives service quality factor via open coding from internet postings posted in the last five years on the Korean National Open University's library website, and also calculates the customer satisfaction quotient and dissatisfaction quotient using the Kano Model and Timko's Customer Satisfaction Coefficient. The result draws 25 service quality factors across 3 categories consisting of: (i) 8 attractive qualities, (ii) 15 one-dimensional qualities and (iii) 2 reverse qualities. The study, through the calculation of Timko's Customer Satisfaction Coefficient per service quality, proposes an intensive service that can prioritize the efficient use of library budget.