• Journal of the Korea Society of Computer and Information
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• v.25 no.1
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• pp.177-185
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• 2020

The purpose of this study is to analyze the effect of patient's perceived medical quality of service on satisfaction, hospital reputation, and loyalty to provide a strategic way to increase profitability and competitiveness of hospitals by preventing the departure of existing customers and promoting reuse. AMOS 20.0 was used for structural model analysis and identification factor analysis and SPSS 21.0 program was used for empirical analysis. As a result, the quality of medical service had a significant effect on satisfaction and reputation, and the quality of medical service had the greatest effect on satisfaction. Satisfaction has a positive effect on reputation and loyalty and is an important factor in determining loyalty. Recognizing the importance of improving quality of service and building relationships with patients should be prepared for strengthening relationships.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.588-594
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• 2004

최근 통신서비스 시장 전반적인 성장정체와 경쟁 심화의 영향으로 주요 통신서비스 사업자들은 '고객만족'을 경영의 핵심요소로 설정하고, 다양한 노력을 하고 있다. 이는 신규가입 자 유치가 쉽지 않은 상태에서 고객만족도가 하락할 경우, 결과적으로 가입자 이탈로 이어져 단순한 기업 이미지 하락차원을 벗어나 사업자의 수익에도 직접적인 영향을 미치는 것을 반영하고 있다 이와 관련, 과거의 요금이나 마케팅 차원에서의 가입자 기반 강화 노력에서 탈피해서 서비스 품질에 대한 근본적인 개선과 가입자의 욕구를 미리 파악, 서비스를 제공함으로써 가입자 불만을 최소화하려는 움직임이 증가하고 있다. 특히, 2002년 9월 정보통신부 주도로 초고속인터넷 서비스를 중심으로 서비스수준협약(SLA: Service Level Agreement) 제도가 도입된 이후 아직까지는 제도, 정책, 환경 등의 측면에서 초보적인 수준을 벗어나지는 못 하고 있지만, 통신사업자 입장에서는 점차 증가하는 가입자의 불만에 대응책과 경쟁 사업자 대비 차별화 방안 모색의 필요성 증가로 인해 그 활용도가 증가하고 있다. 이에 본 논문에서는 통신서비스에 대한 SLA 제도 도입과 관련해서 SLA 제도에 대한 사용자의 반응을 파악, 향후 품질보장형 네트워크의 구축, 사용자의 고품질 서비스에 대한 요구 증대, 사용자 보호정책 강화 푸진 등에 따른 통신사업자 입장에서 참고할 만한 사항을 제시 하고자 한다.

• Journal of Korean Society for Quality Management
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• v.47 no.1
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• pp.139-150
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• 2019

Purpose: LST-II is a special naval ship to carry out landing operations by transporting tanks, armored vehicles and military vehicles. Bad weather, maximum wave height of 4-5 m, caused damage to the LCM cradles while the LST-II No.O ship was moving to Thailand for training in February 2016. Methods: Based on the results of the field check, DTaQ conducted a study on the causes analysis and improvement measures. Results: The improvement plan that was derived was verified through a structural analysis and the improvement plan was applied to the follow-up ships. Conclusion: The improvement of LCM cradle has increased the safety of the crew and landing forces, and improved the operational efficiency.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.8
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• pp.472-476
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• 2019

This study compared and validated consulting satisfaction analysis between consultants and participating companies in relation to consulting. The objective was to analyze the different perspectives on what consultants think of satisfaction and how businesses think of satisfaction to achieve the optimal improvements and to improve the quality of consulting. To explore ways to improve the quality and satisfaction of consulting, this study evaluated five service quality measures. After consulting, the research method aimed to determine what is required by the enterprise based on the SERVQUAL perspective, find key factors for how to address these requirements, establish evaluation criteria, and measure the satisfaction of consulting. The results revealed no statistically significant differences in the detailed measurement item type, reliability, responsiveness, reliability, and empathy for the quality of consulting by enterprises and consultants. Comparative analysis of the consulting satisfaction on the SERVQUAL items by companies and consultants showed that companies and consultants had different opinions to improve the consulting quality and satisfaction. Therefore, it would be important to narrow the differences on this and establish a structure, in which consultants and businesses cooperate with each other.

• Journal of the Society of Disaster Information
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• v.19 no.1
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• pp.18-30
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• 2023

Purpose: This study is to contribute to the development of monitoring technology through the increase of confidence in construction monitoring by deriving the analysis of construction monitoring cost and improvement measures of railway tunnel construction in Seoul. Method: It presents the status on design and contract of construction monitoring cost, status on application construction monitoring cost and its analysis, analysis on safety management cost and quality management cost, expansion of application of the price calculation standard for monitoring management services to improve this, and monitoring for direct order of ordering organization. Results: If the monitoring management service that was meanwhile ordered as included in the construction work is performed by the directly selected company of ordering organization through the preliminary screening for bidding qualification, then the improvement of monitoring quality and the accurate monitoring data can be secured. Conclusion: For the price calculation standard for monitoring management service, the application of actual cost addition method under the Engineering Promotion Act and the calculation standard of monitoring management cost for standard estimation for ground survey should be extended through the direct order of ordering organization, not the method to be included in the net construction cost where it is performed by a subcontractor via contractor.

• Journal of Korea Port Economic Association
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• v.29 no.1
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• pp.1-22
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• 2013

Logistics service is one of the most frequently addressed competitive edges exercised by container terminals that face fierce competition. Many of researches have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that quality is a multi-dimensional construct and not all quality attributes are viewed as equally important to customers. Each quality attribute has different implications for customer satisfaction. Timko (1993) has developed customer satisfaction (CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a service quality may influence customer satisfaction. This study attempted to identify the satisfying/dissatisfying quality factors using Kano model and CS coefficient. In so doing, several satisfying and dissatisfying quality attributes in logistics service quality were identified.

• Industry Promotion Research
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• v.3 no.1
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• pp.43-48
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• 2018

This study is focusing on activating and developing the right model of win-win partnership innovative activity for the purpose of win-win relationship among companies. These are the following studies that are conducted for that objective. First, This study systematically analyzes the best cases of the win-win partnership focusing on the proceedings of the companies participating in the field of win-win Partnership at the national quality-circle contest for the last three years(2014~2016). This study reveals the underlying problems of win-win partnership innovative activity and draws the conclusion in the way of improvement about the win-win partnership innovative activity. Second, This study suggests the efficient method of the function and improvement of a system for activating win-win partnership innovative activity by analyzing screening criterion and selecting excellent cases in the field of win-win Partnership at the national quality-circle contest in 2017. Third, This study suggests the method of strengthening the system of sharing result for invigorating and motivating the win-win partnership innovative activity. It is expected that this methodology for reinforcing the system of Win-win Partnership among companies will help to create the environment where a sound and new corporate culture can be settled. And It is also expected that this study can contribute to attaining the goal of growing together through enhancing the competitiveness, productivity and quality among Win-win Cooperation companies.

• Korean Journal of Construction Engineering and Management
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• v.8 no.4
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• pp.185-193
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• 2007

In order to improve the performance of succeeding superstore construction projects, it is essential to find out an effective way for applying the opportunities of improvement on their repetitive construction process based upon the analysis of various success or failure cases occurred on previous similar projects. This research study suggests a way to improve their construction process through the applications of six sigma techniques on superstore construction projects. A literature review was implemented on the basic concept of six sigma and its general performance steps, and the step by step applications of six sigma techniques were accomplished regarding to the speciality of superstore construction projects. The opportunities of improvement for superstore projects were figured out, and the result of their applications on other superstore projects was analyzed. As a result, it was found that the adoption rate of identical success or failure cases was increased. Also, there were several improvement effects on the projects such as $10{\sim}20$ days of time savings by projects, decrease of reworks by preventing failure cases, quality and safety improvement. These results indicate that the six sigma techniques are applicable and valuable for improving the repetitive process of superstore construction projects.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.11
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• pp.332-337
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• 2018

Aircraft searchlights are used in search or rescue missions when performing night missions, and provide infrared light to keep operations in concealment. During aircraft operation, the infrared ray transmission filter glass for generating infrared rays can break, resulting in problems such as loss of concealment ability and maintenance. In this paper, we describe the procedure for testing the operating conditions of the searchlight when the defect occurs and finding the cause of the defect. We also summarize various methods to improve the cause and process of making the improved filter prototype. In addition, we also describe the results of verifying the performance requirements of the searchlight. As a result of the test and verification, the damage of the filter was improved and the improved filter was applied to the aircraft.

• Journal of Nutrition and Health
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• v.53 no.6
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• pp.688-701
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• 2020

Purpose: This study was performed to evaluate the importance and satisfaction of the selective attributes of delivery food and to analyze the factors affecting customer satisfaction. Methods: A total of 574 responses were collected from customers who had ordered delivery food for data analysis. Statistical analyses were conducted using the SPSS program (ver. 25.0) for frequency analysis, χ2 tests, t-test, factor analysis, Pearson correlation, multiple regression analysis, and Importance-Performance Analysis (IPA). Results: The importance of delivery food selection attributes was higher in the order of 'hygiene control level (4.72)', 'taste of food (4.64)', and 'delivery accuracy (4.40)'. Satisfaction assessment was higher in the order of 'taste of food (4.32)', 'delivery accuracy (4.26)', and 'convenience of using the delivery app (4.21)'. According to the results of IPA, items that were priorities for improvement were charges for delivery, discount offers, sufficient description of the menu, and rapid handling of customer complaints. On an average, overall customer satisfaction score of delivery food was 4.01 out of 5 points. Additionally, five satisfaction factors were extracted by exploratory factor analysis. According to the results of multiple regression analysis, quality of delivery platform (p < 0.001), quality of delivery service (p < 0.001), convenience and diversity (p < 0.001), quality of delivery food (p < 0.001), and health and safety (p < 0.001) had significant positive effects on overall customer satisfaction. Conclusion: To increase customer satisfaction among delivery food customers, restaurant or delivery platform managers should consistently improve not only the quality of the delivery platform but also the quality of the delivery food and service.