• Journal of The Korean Association of Information Education
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• v.16 no.1
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• pp.81-89
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• 2012

Quality in smart learning is composed of many factors, and it is more complicated than the traditional education. This study put emphasis on three aspects of the smart learning quality(contents, systems, services). This study depended mostly on literature review, supplemented by FGI(Focus Group Interview) for classification of the smart learning quality factors. On a 5 point Likert scale, the survey enables the users to rate the relative importance of factors, followed by another factor performance rating. The questionnaire were composed of 39 questions. 8 questionnaire sheets were excluded which were not properly filled in or unsuitable for the analysis, and therefore, a total of 112 questionnaires were used for the final analysis. Collected data was statistically analyzed using the SPSS 18.0 for Windows statistical package. Importance-performance analysis(IPA; gap between importance and performance) is used for the empirical test.

• Korean Security Journal
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• no.61
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• pp.163-179
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• 2019

The purpose of this study is to analyze the effect of service quality of security safety system users on corporate image and customer satisfaction. To confirm this through empirical analysis, a survey was conducted on about 200 users nationwide for about 40 days from May 2 to June 12, 2019. The survey was composed of "service quality, corporate image and customer satisfaction". The empirical analysis was conducted mainly on the analysis of importance, reliability, validity and correlation. This study used SPSS WIN 18.0 to calculate structural equations and exploratory factors. The research results are as follows: The users of the security safety system showed that the better the service quality, the better the corporate image. The better the corporate image, the higher the customer satisfaction. Also, the better the service quality, the higher the customer satisfaction. Therefore, each security safety system company should steadily improve the service quality to improve customer satisfaction.

• Proceedings of the Safety Management and Science Conference
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• 2003.11a
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• pp.303-307
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• 2003

본 연구는 생체지문 인식장치의 전략적 상품기획 프로세스를 통하여 표준화된 신상품 기획안을 도출하는데 있다. 이를 위해 사업전략과 목표시장을 설정한 후 1차 설문결과, 고객 요구준건을 , 2차의 설문조사 응답 결과를 바탕으로 기획품질을 결정하며, 이것의 만족도 정도를 Sales point로 삼았다. 상관 매트릭스를 이용하여 요구품질과 기술적 요소의 대응 정도를 살펴 본 후, 개발 제품 현재의 품질 특성치를 파악하기 위해 경쟁업체의 제품을 기준으로 벤치마킹 테스트를 실시하여 첫째, 세대별 상품전략 둘째, 세대별 요소기술 map. 셋째, 세대별 상품 컨셉. 넷째, 세대별 개발계획의 4개 파트의 다세대 상품기획을 수립하였다.

• 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 Institute of Information and Commucation Sciences Conference
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• 2015.05a
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• pp.884-885
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• 2015

기업이나 기관들의 효율적인 성과관리를 위해서는 고객이 원하는 서비스 요소를 추론하여 제공하고 그 결과를 평가하여 지속적으로 서비스품질을 향상 시킬 수 있도록 해야 한다. 이를 위한 중요한 요소는 고객 만족도의 정확한 피드백인데 우리나라에는 고객 만족도 측정에 대한 정량적이고 표준화된 시스템이 부족한 상황이다. 본 연구에서는 고객만족도를 효율적으로 평가할 수 있는 표준화된 설문분석시스템을 제안한다. 서비스나 상품별로 품질요인에 따른 설문을 생성하고, 계약이나 예약내역 및 일정 관리 하고, 서비스 진행 중 모바일을 통한 실시간 설문 조사와 사후 온라인을 통한 설문 조사를 실시한다. IPA분석, 상관요인분석 등 다양한 분석을 통해 상품별, 서비스별로 만족도를 분석할 수 있도록 하였으며, 데쉬 보드를 통해 종합분석이 가능하도록 화면을 구성하였다.

• Journal of the Korean Applied Science and Technology
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• v.36 no.4
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• pp.1224-1234
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• 2019

This study examines the relationship between service quality, satisfaction and customer loyalty of children's pool. The population distributed a questionnaire to a sample of 300 subjects, and a total of 297 questionnaires were used for data analysis, excluding 3 questionnaires that were determined to be unsatisfactory among the collected questionnaires. In this study, frequency analysis, reliability analysis, exploratory factor analysis, correlation analysis, multiple regression analysis, and simple regression analysis were performed using PASW 21.0. In this study, the significance level of all statistics was set to .05 and the following conclusions were drawn. First, facilities, programs, costs, human resources, and trust in the service quality of children's pools were found to affect satisfaction. Second, the cost, personnel nursery, and trust of the children's pool service quality were found to affect customer loyalty. Third, satisfaction with the service quality of the children's pool affects customer loyalty.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.18 no.4
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• pp.899-905
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• 2014

In order for corporations and institutions to perform efficient management, they first have to infer what factors customers seek for, then continuously strive to provide them with better service. The most important element to provide better service is accurate feedback from customers; however, Korea lacks of standardized system for measuring customer satisfaction. This study suggests the analysis system for survey, which evaluates customer satisfaction efficiently. The system sets up measuring factor for each service quality, and makes it possible to perform methodically. Especially, the system introduces scoring scheme so that it evaluates quality of service or unit service and prioritizes factors those need to be improved. Furthermore, the survey is operated via mobile and online system, which can be analyzed in real time, and lets foreigners use in their own languages. Through applying the analysis system of customer satisfaction survey to students who participated in work-study program, it substantiates the effectiveness of this system.

• Journal of the Korea Society of Computer and Information
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• v.26 no.7
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• pp.119-126
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• 2021

Due to the prolonged COVID-19, distance lectures are expected to continue for a considerable period of time. Research on factors affecting distance lecture quality and learner satisfaction is essential. The purpose of this study is to examine the relationship between distance lecture quality (system quality, information quality, service quality, interaction quality), self-efficacy, and learner satisfaction, and to suggest theoretical and practical implications for the effective operation of distance lectures. A survey was conducted for university students taking distance lectures, and 197 questionnaires were used for empirical analysis. The collected data were analyzed by SPSS 25.0 and AMOS 21.0. As a result; First, distance lecture quality (system quality, information quality, service quality, interaction quality) was found to have a positive effect on self-efficacy. Second, distance lecture quality (system quality, information quality, service quality, interaction quality) was found to have a positive effect on learner satisfaction. Third, self-efficacy was found to have a positive effect on learner satisfaction. Based on the analysis results, the implications and limitations of this study are presented.

• The Journal of the Korea Contents Association
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• v.14 no.1
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• pp.515-527
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• 2014

The purpose of the study is to find factors to measure Museum Service Quality (SERVQUAL) and Visitors' motivation. The survey was analyzed with 214 questionnaires out of 230 ones and it was conducted by those who have once visited the National Museum of Korea. Pre-test was conducted from May, 2013. Deriving adequate Service Quality Measures in Museum, factor analysis was applied. From 29th of July 2013 to 23rd of August 2013, surveys were conducted through online and off-line. Using the SPSS 20.0 statistics, Population analysis was applied frequently. In order to ensure the reliability, cronbach ${\alpha}$ value was evaluated. Fit of the research model and the suitability of the path coefficients were evaluated through AMOS to ensure the validity and reliability. As a result, in terms of Analysis on Service Quality, it influenced significantly on the degree of satisfaction. Visitors' motivation also had partial influence on the degree of satisfaction. Moreover, Behavioral Intentions were also influenced by the degree of satisfaction.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.245-268
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• 2013

The paper describes a case study in which Sungkyunkwan University Library participated in the official ARL(Assoication of Research Libraries) LibQUAL+ evaluation program. LibQUAL+ model is based on the SERVQUAL service quality evaluation model originally developed in the marketing area. It details a number of processes including translation of the LibQUAL+ survey instrument into Korean, selection of study sample and choice of survey versions. In addition, it offers a number of strategies that can be adopted in order to analyze the survey data for various comparisons among different user groups and institutions. LibQUAL+ is more that a survey instrument; it a holistic system for assessing library service quality. Despite criticisms on LibQUAL+, we expect that university libraries in Korean will benefit from participating in the program. It is preferable that a group of libraries form a consortium to participate in the LibQUAL+ program as opposed to individual participation. The consortium can function as a learning community through various workshops and sharing activities, thus elevate the overall evaluation efforts in Korean libraries to a higher level.