• Title/Summary/Keyword: 품질성과

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The Effects of Use Patterns and Service Quality on Performance and Use Satisfaction on Library Information System (도서관의 이용패턴과 서비스품질이 정보화성과지각 및 만족에 미치는 영향)

  • Jung, Hyung-Shik;Yeoum, Seoung-Yeoub
    • Journal of Global Scholars of Marketing Science
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    • v.18 no.4
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    • pp.217-244
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    • 2008
  • Consumers' overall satisfaction on a specific library use is inferred to be primarily accrued from their performance perception and use satisfaction on the library information service system as recent information technology is being rapidly improved and more libraries are being equipped with advanced information technologies. However, prior research has been conducted only on general library service quality and visitors' satisfaction, leaving the important aspects of visitors' library use and information performance perception. Thus, the objectives of this research are to examine the effect of library use patterns such as general visit for book reading and more professional information search, coupled with service quality, on the library users' performance perception on the information system that in turn, affects library use satisfaction on the same information system. More specifically, this study examines whether library visitors perceive differenltly the information system performance according to their library use patterns such that professional library users may have less positive on information system service due to their higher expectation or more positive perception on it due to variety of information uses and positive judgment on advanced information system. Next, three dimensions of service quality, consisting of interaction, outcome, and physical evidence quality in visitors' library use situations, are hypothesized to affect performance perception on library information system. Thirdly, the performance perception on library information system is hypothesized to influence the system use satisfaction while these two constructs are to affect visitors' overall satisfaction. we develop the following research model in accordance with the above theoretical reasoning. All variables used in this study(General Use Patterns, Professional Use Patterns, Interaction Quality, Outcome Quality, Physical Evidence Quality, Information Performance Perception, Information Use Satisfaction, Overall Satisfaction) were defined operationally based on the underlying prior studies. A survey was conducted with prepared questionnaires to about 400 visitors of a specific university library. Among them, 353 proper questionnaires were finally used for the analyses. Two-step approach was used to test the hypotheses. First, confirmatory factor analysis was conducted to guarantee the validity and reliability of variables. The results showed that all variables had not only convergent and discriminant validity, but also reliability. Then, research model was examined with a structural equation using LISREL 8.30 version. The fitness of the research model was found to be within the acceptable level. The findings of this study are as follows. The professional library use pattern was found to affect the users' performance perception on the library information system while the general library use pattern was not. Second, three dimensions of service quality (interaction, outcome, physical evidence) were found to influence the information system performance respectively while none of them was not to information use satisfaction. Third, library users' performance perception on the information system operation was found to affect the information system use satisfaction, both of which also influence users' overall satisfaction of the library. The findings of this study suggest that contemporary libraries strengthen their advanced information system operation in a way of user orientation and more importantly maximize their visitors' utilization of information system, accompanying proper material and various program development. This study conceptualized the new constructs of library users' performance perception on the information system and information use satisfaction which could better explain library users' overall satisfaction. Thus, furture study related with library service could utilize the constructs of information system performance and satisfaction as well as the variety of library use patterns in the users' viewpoints.

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The Effect of the Performance Compensation System on Organizational Effectiveness and Motivation and Corporate Performance : Focused on the Employees of Automobile Maintenance Service Companies (성과보상제도가 조직유효성 및 동기부여와 기업성과에 미치는 영향 : 자동차정비 서비스업체 종업원을 중심으로)

  • Hwang, Jung-Yup;Park, Chan-Kwon;Park, Sung-Min;Kim, Chae-Bogk
    • Journal of Convergence for Information Technology
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    • v.11 no.11
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    • pp.95-114
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    • 2021
  • This study is to study the effect of corporate performance compensation system on organizational effectiveness and motivation, and the effect of organizational effectiveness and motivation on corporate performance, targeting employees of automobile maintenance service companies. 430 questionnaires obtained through the survey were used for the study. As a result of testing the research hypothesis, tangible reward had a significant positive (+) effect on job satisfaction, but intangible reward had a positive (+) effect on job satisfaction, but it was not significant. Also, tangible and intangible rewards have a significant positive (+) effect on organizational commitment and motivation. Job satisfaction has a significant positive (+) effect on productivity and service quality. However, organizational commitment had a significant positive (+) effect on productivity, but had a positive (+) effect on service quality, but was not significant. Lastly, motivation has a significant positive (+) effect on productivity and service quality. Through the research results, the relationship structure between the performance compensation system, organizational effectiveness and motivation, and corporate performance was identified, and the application of the performance compensation system to employees in the automobile industry was presented.

Empirical Research on Performance of SCM Adoption - Structural Equation Modeling Approach - (SCM 시스템 도입성과에 관한 실증적 연구 - 구조방정식모형 접근 -)

  • Park, Kwang-Oh
    • The Journal of the Korea Contents Association
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    • v.12 no.3
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    • pp.295-310
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    • 2012
  • The purpose of this research is to examine qualitative and quantitative performance on SCM. To validate our research model, five hundred survey questionnaires were distributed to the companies that have implemented SCM systems for at least one year. A total of 153 valid responses were obtained. In this research, we were to derive influencing factors of SCM performance, modelize the mutual influential relationship between them, and look into the influential relationship influencing the SCM performance. Moreover, we tried to analyze difference of financial ratios after adopting SCM. The results of the research can be summarized as follows. Change management had a significant impact on information system quality and SCM performance, and, information system quality had a significant impact on SCM performance. And, the difference of financial ratio was existed after the adopting SCM. Moreover, inventory turnover rates, ROI, ROA were increased, and labor costs to sales was decreased.

Measuring Library User Satisfaction using the Public-service Customer Satisfaction Index (PCSI) (공공기관 고객만족지수(PCSI) 모형을 적용한 도서관 고객만족도 측정)

  • Kwon, Nahyun;Pyo, Soon Hee;Lee, Jungyeoun
    • Journal of the Korean Society for Library and Information Science
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    • v.52 no.1
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    • pp.313-340
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    • 2018
  • The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

Linking Measuring Factors for Service Quality to Balanced Scorecard (서비스 품질평가 요인과 Balanced Scorecard의 연계에 관한 연구)

  • Cha, Jung-Hyun;Kim, Soo-Wook
    • 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.

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The Impact of Supplier Involvement, Customer Involvement, and Employee Learning/Training on Product Quality and Organizational Performance (공급자참여와 고객참여 및 학습·훈련이 품질성과와 기업성과에 미치는 영향)

  • Park, Chul-Soon
    • Journal of Korean Society for Quality Management
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    • v.40 no.1
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    • pp.1-14
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    • 2012
  • This study investigates the impact of supplier involvement, customer involvement, and employee training on product quality and organizational performance. Based on literature review, this study develops hypotheses and tests them by employing a structural equations model. Using survey data of 193 firms from 22 manufacturing industries, this study empirically shows that the activities for supply chain quality management (SCQM) enhance the quality and organizational performance. Specifically, quality leadership is revealed to be an antecedent of other SCQM activities. The most contributable finding is, while the supplier involvement and employee training directly enhance the organizational performance, customer involvement indirectly improves it via quality performance.

A Study on the effect of six sigma strategy on service industries. (6시그마 전략이 서비스 조직에 미치는 영향에 관한 연구)

  • Kim Yong-Cheol;Kim Gye-Soo
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2004.04a
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    • pp.13-18
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    • 2004
  • 국내의 제조업과 서비스업은 글로벌 환경, 지식정보화시대, 개방화 등 극심한 경영환경 변화에 노출되어 있다. 적자생존의 법칙이 적용되는 경영현장에서 기업이 지속적으로 성장하기 위해서는 차별적인 경쟁전략이 요구된다고 하겠다. 제품이나 서비스에서 마찬가지로 오차 또는 불량은 고객의 불만과 불평으로 이어져 다시 신뢰를 회복하기 어려울 뿐만 아니라 매출신장이나 서비스 재 구매에도 악영향을 미치게 된다. 따라서 제조업을 막론하고 서비스업에서는 완벽한 품질을 추구해야 한다. 완벽한 품질을 지향하는 것이 '6 시그마'라고 할 수 있다. 1999년 이래로 국내 제조업에서 6시그마 도입이 본격화되면서 서비스업종에서도 6시그마 도입이 점차 증가하고 있고 6시그마 도입에 관심을 갖는 업체들이 늘어나고 있는 추세이다. 본 연구에서는 국내 서비스 기업의 6시그마경영활동과 성과사례를 연구하고 6시그마 도입을 통해서 프로세스측면에서 얻은 경영성과를 확인하고 주요 성공요인들(CSF: Critical Success Factor)을 탐색하기로 한다.

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A Study of the Relationship among ERP System Service Quality, System Quality, User Satisfaction, Job Satisfaction and Job Performance (ERP시스템 서비스품질, 시스템품질이 사용자만족 및 직무만족, 직무성과에 미치는 영향)

  • Kim, Byung-Gyu;Choi, Myeong-Gil
    • Proceedings of the KAIS Fall Conference
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    • 2010.05b
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    • pp.704-707
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    • 2010
  • 많은 기업에서는 ERP시스템을 도입함으로서 기업의 경쟁력을 강화하려고 노력하고 있다. 그러나 ERP시스템을 도입 후 사용자가 원하는 시스템으로 운영 유지보수 되어지지 못하는 경우가 많은 것으로 나타나고 있다. 본 연구에서는 ERP시스템을 운영 유지 보수 함에 있어서 ERP시스템의 서비스품질과 시스템품질이 사용자에게 미치는 영향 및 사용자 만족에 따라 직무만족과 직무성과에 어떠한 영향을 미치는지에 대해 분석해 어떠한 방향으로 나아가야 할지를 제안한다.

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AStudyofFactorsInfluencingon ServiceQualityandRe-usageIntentioninB2Ce-LearningSites (B2C e-러닝 사이트의 서비스품질이 재이용의향에 미치는 영향에 관한 연구)

  • Han Dae-Mun;Kim Yeong-Real;Kim Jong-Woo
    • Proceedings of the Korea Society for Industrial Systems Conference
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    • 2006.05a
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    • pp.151-164
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    • 2006
  • 최근 e-러닝의 확산 속도에 따른 많은 문제점도 발생되고 있으며 그중 가장 큰 이슈가 e-러닝 사이트에 대한 평가인데 즉, 제공하는 사이트의 서비스품질이 사용자들에게 얼마만큼의 성과를 통한 만족을 가져다 줄 수 있는지에 대한 문제이다. 이에 본 연구에서는 e-러닝의 사업 분류 중 일반인과 학생을 교육대상으로 하는 B2C e-러닝 사이트의 서비스품질 결정요인이 개인성과, 사용자만족, 재이용의향 등에 어떠한 영향을 미치는 지를 분석하고자 한다. 이러한 연구목적에 따른 결과를 토대로 e-러닝 사이트의 벤더가 사용자들에게 고품질의 서비스를 제공하기 위해 최우선적으로 고려해야 할 요인들과 전략적 시사점을 제시하여 실제적인 e-러닝의 활성화에 기여하고자 한다.

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Study on Multidimensional Approach to Improve Quality of SCM (SCM 품질 향상을 위한 다차원적 방안 연구)

  • Choi, Yoo-jung;Choi, Hun
    • Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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    • 2017.05a
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    • pp.217-218
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    • 2017
  • In this study, we analyzed the main factors contributing to SCM quality improvement. The external factors influencing the SCM are environmental aspects and aspects of cooperation with other companies. Internal factors include agility management, flexibility management, and uncertainty management. We analyzed how the factors on each side can improve the quality of SCM and proposed new measures to improve overall SCM performance.

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