• Journal of Digital Convergence
• /
• v.13 no.10
• /
• pp.459-470
• /
• 2015

The study was conducted to find out way that improves service quality for external customers by identifying the impact of Total Quality Management(TQM) on the internal customer satisfaction and then raising the personnel satisfaction measurement in medical institutions. To this end, we carried out a survey of 500 employees from five university hospitals in three metropolitan cities of Busan, Deagu and Ulsan and Gyeongsangnam-do province from February 2 to April 30, 2015, and utilized 476 cases for this study finally. First, in the result of analysis, the leadership of management hierarchy affects education and training and employee participation, but not human resource management nor quality of the work among quality management activities. Secondly, the culture of medical service organization has an effect on every variable of quality management activities. And finally, internal customer satisfaction is influenced by quality management activities, the leadership of management hierarchy and the culture of medical service organization.

• Journal of the Korean Society for Library and Information Science
• /
• v.46 no.2
• /
• pp.29-54
• /
• 2012

This study aims to grasp what factors affect users' recognition level and expectation level for library service, being offered at the library of Korea National Open University. Also, this study seeks to conduct a survey and analyze whether users' recognition level by library service dimensions has actually influenced the intention and the satisfaction with using the library. For this, it carried out the theoretical approach, which considers domestic and foreign documents on evaluation of quality of library service, and the empirical approach of questionnaire research and analysis. A research model was designed on the basis of LibQUAL+model to achieve the objective of this research. And the group-based difference was confirmed by carrying out verification on research hypothesis. As a result of analysis, the users' current recognition level by library service dimensions of Korea National Open University was indicated to have influence on the whole satisfaction with library and the continuous use intention. The whole satisfaction was indicated to have an effect on continuous use intention. Also, to enhance users' satisfaction level according to the behavioral characteristics of using library, the core elements for improving the library service of Korea National Open University were cited and these include improving the facility of library, implementing smart digital library system for offering remotely academic information, and securing diversity and currency of academic information sources such as printing materials and electronic materials.

• Journal of Korean society of Dental Hygiene
• /
• v.8 no.3
• /
• pp.37-52
• /
• 2008

The purpose of this study was to provide basic data for oral health promotion of service worker and their effective interpersonal relationships forming through the evaluation about service workers' awareness of the auxiliary oral hygiene devices and using behavior of it. The survey was carried out questionnaire research targeting 400(service group 200, non-service group 200) and compared the two groups. The obtained results were as follow: 1. brushing behavior showed the highest ratio of 3~4 times/day(53.4%) in brushing frequency, up-down method(50.8%) in brushing method, after 5 minutes after the meals(45.0%) in brushing time, shape brush(56.6%) in brush change time. 2. service group used a lot more auxiliary oral hygiene devices than non-service group(50.9%). the frequency of use was toothpick(30.9%), gargle(29.9%), floss(13.5%), tongue cleaner(10.1%). 3. In comparison of two group about state of use, service group showed more higher ratio of floss(66.1%), tongue cleaner(64.4%), gargle(56.6%) than non-service group. non-service group showed more higher ratio of toothpick(54.6%) than service group 4. Service group used auxiliary oral hygiene devices by suggestions of dental clinic(53.6%) and didn't use them because of uncomfortable to use(45.4%) or didn't know how to use(21.6%). 5. As result of the awareness-related using rate of auxiliary oral hygiene devices, service group showed higher using ratio except toothpick than non-service group. especially gargle(54.8%), tongue cleaner(43.3%), floss(35.8%) were showed high. 6. service group took a regular checkups more than non-service group and showed the highest ratio of each 1 year(43.5%) in checkup period.

• Journal of the Korean Society of Food Science and Nutrition
• /
• v.41 no.2
• /
• pp.270-277
• /
• 2012

The purpose of this study was to evaluate the importance and satisfaction level foreigners place on human and physical evidence service in Korean restaurants based on nationality such as American/European, Japanese, Chinese, and Southeast Asian. The research was performed by using questionnaires conducted from August to September on 365 foreigners living in Busan. Total mean scores for the importance (3.96/5.00) and satisfaction (3.33/5.00) of Korean restaurant human and physical evidence service were significantly different (p<0.01), as the gap was -0.63. The mean scores of the gap were -1.03 for cleanliness of dining area, -1.01 for cleanliness of tableware, and -0.95 for easily understandable menu board. The mean scores of satisfaction for Southeast Asian individuals (3.77) were significantly (p<0.01) higher than those of American/European (3.40), Chinese (3.37), and Japanese (2.81). The importance and satisfaction grid showed that an easily understandable menu board and a brief description of the food or menu scored high for the importance and low for the satisfaction in American/European, Chinese, and Japanese individuals. Cleanliness of the dining area, cleanliness of tableware, cleanliness of staff appearance, kindness of employees, rapid resolution of complaints, and prompt and quick service scored high for importance and low for satisfaction in Japanese. However, Southeast Asians were satisfied with human and physical evidence service of Korean restaurants.

• Korean Business Review
• /
• v.17
• /
• pp.1-26
• /
• 2004

After IMF crisis in late 1997, the environment of banking industry has become competitive. To survive in this circumstance, the Local Nong-Hyup is needed to understand the customer's needs and improve the service quality. To achive the purpose, two methods were employed in this study. The first corvered the review of related literature on service. The second adopted field survey approach for data. The study model was developed using Venkatakrishnan & Jagannathan's "An Enhanced Model for Measuring Service Quality" model and details of study as follows. 1. What is the determination factors of service quality for Local Nong-Hyup. 2. Are there differences between "service perception" and "service expectation" for Local Nong-Hyup. 3. Does banking service determination factor of Local Nong-hyup affects customer's satisfaction. 4. Does banking service determination factor of Local Nong-hyup affects customer's repurchase. 5. Does customer's satisfaction for Local Nong-hyup relates repurchase. The samples of this study were extracted at random from the customers of Local Nong-hyup. The results of the questionnaire were analyzed to do frequency analysis, factor analysis, t-test, regression analysis, cross sectional analysis using SPSS Win 10. The results are as follows, First, as determination factors of service quality for Local Nong-Hyup "Reliability, Empathy, Tangibles, Convenience" were extracted by factor analysis. Secondly, using t-test, it was found that there are factor's gap between service anticipation and service perception. Thirdly, using regression analysis, it was found that except Convenience factor, Reliability, Empathy and Tangibles factors affect customer's satisfaction. Forthly, using regression analysis, it was found that all the factors affect repurchase. Finally, using cross sectional analysis, it was found that customer's satisfaction and customer's repurchase correlate.

• Journal of Service Research and Studies
• /
• v.13 no.3
• /
• pp.82-104
• /
• 2023

This study analyzes the effect of users' experiences using AI chatbot services on relationship quality and behavioral intention. For the study, a survey was conducted on users who experienced AI chatbot services, and the research hypothesis was verified by analyzing the final 299 copies of valid data. As a result of the analysis, it was confirmed that satisfaction and trust, which are the relationship quality dimensions of AI chatbot service, were formed in users through the cognitive experience, emotional experience, and relational experience. In addition, it was confirmed that satisfaction and trust have a positive effect on the intention to continue using and recommending AI chatbot services, which correspond to the level of consumers' behavioral intentions, respectively. In addition, in terms of relationship quality, it was significant in all paths of the road of behavior, but in satisfaction, the path coefficient of the road of continuous use of AI chatbot and recommended road was significantly higher than the path coefficient in trust. This study provided a theoretical foundation that the relationship with relationship quality that affects behavioral intention also affects AI chatbot services in the online environment, and it is significant in that it suggests that relationship quality is an important mediating factor in establishing long-term relationships with consumers.

• 한국노년학
• /
• v.31 no.4
• /
• pp.1229-1246
• /
• 2011

The objectives of this study were to analyze change in life satisfaction of Korean elderly, to find determinants of it in an aging society, and to suggest ways of improving their life satisfaction. Data used in this study were from 1994, 2004, 2008 national survey results on the elderly life conditions and welfare need conducted by the Korea Institute for Health Social Affairs and Keimyung University, which were collected from 1,371, 3,278, 3,009 elderly people aged 65 and over who answered regarding their life satisfaction each year. Data were analyzed by multiple regression method. The results of analysis showed that the general life satisfaction of Koreans elderly is higher than average and is decreasing year after year. Determinants of life satisfaction for Korean elderly can be divided in two factors: common factors(i.e. subjective economic and health conditions) and flexible factors(i.e. marital status, employment status, perceptions of aging). Implications for designing services and service systems for elderly families were discussed.

• Journal of Digital Convergence
• /
• v.11 no.11
• /
• pp.397-407
• /
• 2013

The purpose of this study was to develop comprehensive model which could represent service quality, satisfaction and loyalty in ubiquitous living English experience learning center, and to analyze an influence of service quality of elementary school students attending that center on satisfaction. The variables were extracted in connection with service quality, satisfaction and loyalty in ubiquitous living English experience learning center, and relations among those variables were examined. The study verified causality and influences between variables using feasibility of variables and structural equation thru confirmatory factor analysis, based on questionnaires of 262 students who attended ubiquitous living English experience learning center. The suggestion of the study on ubiquitous living English experience learning center of elementary school students are as follows. Programs in relation with living English should run more efficiently to expand ubiquitous living English experience learning center. More important is that guidelines or orientation for students to recognize how to use the programs be needed. Also, this study shows that the educational performance and satisfaction are found to be very large, and participation in the program of that center needs to be encouraged in terms of schools.

• Journal of Digital Convergence
• /
• v.12 no.9
• /
• pp.47-62
• /
• 2014

This study is focused on increasing of population aging and multicultural families in Korea. This study is conducted to figure out the marital satisfaction of marriage immigrant wives having elderly husband and to verify the effect of the social service and human support. This analysis was used in the '2009 National Multicultural Families Survey' data is at least 65 years of age, married immigrant spouses wife 236 case. Descriptive statistics were performed for statistical analysis and hierarchical regression techniques. The effective variables of the marriage immigrant wives include the experience of discrimination, subjective health condition, education for social adjustment, whether an adviser is Korean when they face difficulties, and whether the frequency of contacts made with their families in homeland is more than once to three times a year. Analysis shows that these things works as the effect variable of marital satisfaction.

• The Journal of the Korea Contents Association
• /
• v.15 no.4
• /
• pp.431-442
• /
• 2015

The purpose of this study is to examine the mediating effects of job satisfaction of human service employees on emotional leadership-turnover intention relationship. Additionally, this study examines chief executive's employment type differences on results of the structural relationship. To examine them, employees from 56 local healthy family support centers in Seoul and Gyeonggi-do were surveyed and 295 of them were finally analyzed. The methodology adopted in this study is the structural equation modeling and multi-group analysis. The results of this study are as follows. Firstly, emotional leadership of supervisor has a significant influence on the job satisfaction. Secondly, it was found that emotional leadership and job satisfaction have a significantly negative effect on turnover intention. Thirdly, job satisfaction works as a mediator between the emotional leadership and turnover intention. Finally, it was confirmed that emotional leadership is a signifiant factor for job satisfaction, and that the paths vary with job satisfaction according to employment type of chief executives. Based on the above findings, theoretical and practical implications are discussed.