• Journal of Information Technology Applications and Management
• /
• 제11권2호
• /
• pp.65-80
• /
• 2004

The primary purpose of this study is to investigate ASP (Application Service Provider) vendor attributes that affect ASP client satisfaction. From the relevant literature, ASP vendor attributes that might affect the ASP client satisfaction were derived from which the survey questions were formulated. The survey was conducted among the companies that have adopted ASP. Through the factor analysis of the survey results, the following vendor attributes - vendor's IT infra structure, service reliability, service flexibility, vendor stability, IS maturity, information sharing - were derived ; and the relationships between those attributes and ASP client satisfaction were explored. The result of this study revealed that IT infra, service flexibility, vendor stability are related to ASP client satisfaction. The customer satisfaction factors in the traditional outsourcing -- reliability, IS maturity, information sharing were proved to be not applied in ASP environment. This study provides ASP vendors with guidelines on how to improve their ASP strategies to satisfy clients. The results of this study can also be used by client companies as a decision basis for ASP vendor selection.

• 가정∙방문간호학회지
• /
• 제8권2호
• /
• pp.159-170
• /
• 2001

Client(patient) satisfaction has been used for a variety of purposes in different settings, yet, those receiving home care services have been the focus of few satisfaction studies. Satisfaction is considered an indicator of quality of care and is also being used to assess the performance of home care providers and home health care delivery at multiple levels. The aim of this study was to develop the tool for evaluating client satisfaction in several aspects with home care service while maintaining or achieving acceptable reliability and validity. Firstly, Client Satisfaction Instrument made preliminary of 43 items composed basic 6 criteria and 7 indicators, based on a review of literature, quality improvement and client satisfaction findings in home care. Secondly, there were consisted in two expert panel groups who were made in professionals of research and practice in home care field. The tool was modified to 6 criteria and 7 indicators, 25 items after reviewing by two expert panel groups. The content validity index of the tool was above 0.8 and the results of internal consistency was more than 0.8 in all items. Finally. The Client Satisfaction Instrument in Home Care Service was made up 6 criteria such as client satisfaction of nurses's instruction of home care educational need. knowledge/technique/attitude of homecare nurses's performance. interpersonal relationship and emotional support of nurse. easiness of homecare accessibility, continuity of homecare service. overall efficacy of homecare use, 7 indicators. and 25 items. The results of evaluating client satisfaction will be able to contribute in quality improvement and service marketing in home care.

• 경영과정보연구
• /
• 제17권
• /
• pp.335-358
• /
• 2005

The purpose of this study is in investigating the tax clients for their relationship with tax preparers and the general levels of characteristics for the taxation objects, and establishing significant relationships of the two major factors-satisfaction factors and characteristics of the clients-on the satisfaction of the clients. The results of this study will provide an important basic data required for rational management of tax clients. A total of 20 sub-hypotheses were used, which can essentially be summarized into the following three major statements. The hypotheses investigation results can be summarized as below. First, as for the characteristic factors of the preparer, the taxation knowledge factor and the client satisfaction factor were found to be in a significant median positive relationship, and the experience factor and the client satisfaction factor were found to be in a relatively less significant relationship. Second, the factor on the relationship with the preparer and the client satisfaction factor were all found to be in a highly significant positive relationship. Third, in order to measure the characteristics of the taxation objects, relationships between potential tax reductions factor, probability of taxable income adjustments factor, and the client satisfaction factor were analyzed, and they were found to have positive relationships of relatively high significance. Fourth, the average for the client satisfaction factor by industry was found to be the highest for the manufacturing industry, followed by wholesalers and retailers. Other sectors showed little deviation from the average of 4.9, but this factor was not statistically significant. Fifth, the average difference examination of the satisfaction levels for the clients with or without experience of taxable income adjustments showed that those without experience of taxable income adjustments had higher satisfaction levels. Sixth, 12 study hypotheses had been proposed in order to investigate the relationship between the client satisfaction factors and the client satisfaction levels according to the characteristics of clients. Among the 12 sub-hypotheses, except for the study hypothesis of investigating the relationship between the tax preparer's taxation knowledge and the client's satisfaction levels according to the experience of taxable income adjustments, 11 study hypotheses were all not adopted.

• 아동학회지
• /
• 제37권3호
• /
• pp.95-110
• /
• 2016

Objective: The purpose of this study was to develop and examine the psychometric properties of the Client Satisfaction Questionnaire on multicultural family support services. Methods: The Client Satisfaction Questionnaire was designed to address key elements of the client's satisfaction with the services (i.e., family education, gender equality education, human right education, and social integration education) provided for multicultural families. The nationwide data were collected from 5,335 clients who participated in family education, 4,582 clients who participated in gender equality education, 4,777 clients who participated in human right education, and 5,547 clients who participated in social integration education at the multicultural family support center. Results: In general, the psychometric properties of the Client Satisfaction Questionnaire were satisfactory. Specifically, social validity was supported by 13 professors and local multicultural service center professionals and construct validity was tested and confirmed using a series of exploratory and confirmatory factor analyses. The split-half reliability and internal consistency of the questionnaire were also highly acceptable. Conclusion: The sound psychometric properties of the Client Satisfaction Questionnaire indicates that the it can be a useful tool for evaluating client satisfaction with the services provided by multicultural family support centers.

• 시큐리티연구
• /
• 제10호
• /
• pp.1-14
• /
• 2005

세계적으로 개인과 사회의 안전에 대한 관심은 1970년대 후반과 1980년대 초반에 점점 늘어난 국제적 테러와 국내 폭력 범죄들 때문에 나날이 깊어져가고 있다. 특히, 지난 2001년 9.11 테라를 기점으로 경호산업은 전 세계적으로 급속하게 성장하고 있다. 그에 따라 우리나라 보안 서비스의 수요와 공급 또한 폭발적으로 증가하고 있다. 그 중 요인 경호서비스 보다는 시설 경호서비스가 더욱 활발해지고 있는 추세이다. 현재 우리나라 대부분의 경호${\cdot}$경비업체 역시 시설경비를 주로하고 있다. 이처럼 기계장비, 시스템 등 시설서비스 품질의 중요성이 대두되고 있음에도 불구하고 정작 경호${\cdot}$경비학 연구 영역에서는 서비스 품질과 고객 만족의 관계에 대한 연구가 매우 미흡한 실정이다. 연구목적을 달성하기 위하여 경호${\cdot}$경비업체의 시설서비스를 이용하는 고객에 있어 사회인구학적 특성에 따라 서비스 품질이 고객의 만족도에 미치는 차이점을 비교${\cdot}$분석하고 서비스 품질이 고객만족도에 미치는 영향을 규명하고 우리나라의 경호${\cdot}$경비업체의 앞으로의 발전 방향을 제시하고자 한다. 첫째, 경호${\cdot}$경비업체 서비스 품질이 사회인구학적 특성에 따라 어떠한 영향을 미치는가. 둘째, 경호${\cdot}$경비업체의 사회인구학적 특성에 대한 고객만족에 미치는 영향. 셋째, 서비스의 품질이 고객만족에 어떠한 영향을 미치는가.

• 한국임상수의학회지
• /
• 제29권1호
• /
• pp.49-57
• /
• 2012

Success of any business solely is dependant on how to satisfy clients in healthcare-related industry. In the short history of Korea pet-care industry, there were not many guidelines on client satisfaction management of companion animal hospitals. The studies on many pet healthcare facilities were conducted based on their cost-benefits and the advantages of medical operation within special features of the traditional hospital management system. However the companion animal hospitals recently need to improve the service quality and client closed communication in keen competition on pet healthcare market. This study explores client satisfaction management could be the new issue of the veterinary hospital business. And it finally suggests of the critical factors affecting successful client satisfaction management of companion animal hospital based on the eight case studies.

• 대한간호
• /
• 제34권4호
• /
• pp.83-91
• /
• 1995

The purpose of this study was to investigate client's satisfaction and to promote the image of medical services in the hostpital. It is important to identify how client is satisfy with the medical services for the image of hospital. The study was done on population group of 334 patients and their families who had been admitted to the Shospital in Seoul from July 15 to July 31. 1995. Data was collected by questionnaires on all steps of the research. Subjects were instructed to rate the 5 point likert type scale on items. 328 questionnaires returned and were used for this analysis. The results were summarised as follows: 1. The charcteristics of the subjects were as follows; the age group of 20-39 years was 61.0%. For academic background. 51.2% were graduated from high school and 28.7% were graduated from College. 2. The average scores for the services rendered were as follows; a) Satisfaction on nursing services 3.75 b) Satisfaction on kindness of hospital workers 3.55 c) Satisfaction on medical services 3.36 d) Satisfaction on environmental elements 3.19 e) Satisfaction on diet for the patients 3.18 3. The lowest score of client's satisfaction on each area shown in this study is as follows; a) Doctors explain result of tests and patient's home management 3.23 b) Nurses are eager to resolve client's problem 3.47 c) In environmental elements. toilets. roomtemperture. diet. store 2.81-2.91

• 한국직업건강간호학회지
• /
• 제17권2호
• /
• pp.146-154
• /
• 2008

Purpose: The purpose of this study is to investigate the degree of job stress and job satisfaction and the relationship between job stress and job satisfaction of Medical Aid Client Managers. Method: Data were collected from 185 Medical Aid Client Managers in 234 areas between April 2-15, 2007. Collected data was analyzed for the frequency, t-test, ANOVA, Pearson's Correlation Coefficient etc. Results: The average score of job stress was 2.6. Job instability was highest as 2.9 and job autonomy was lowest as 2.2. in eight items. When the job stress of Medical Aid Client Managers was converted to 100 point, the average was 51.7 and ranked in upper 50% of Korean woman workers' job stress. Among the eight items, because the relationship satisfaction and the instability of duty regime ranked in upper 25% of Korean woman workers' job stress, those items were identified to have high stress. The average score of job satisfaction was 2.3 out 4.0 which could be interpreted as unsatisfactory. The correlation between the job stress and the job satisfaction demonstrated significant difference. Decrease of the job satisfaction was associated with increase of the job stress. In regard to the eight items, the inverse correlation was demonstrated to be significant in organization, inappropriate compensation, and workplace culture. Conclusion: Medical Aid Client Managers have high stress in carrying out their duties. They have experienced very severe instability in their duty regime. Also, they have felt alienated from their organization and experienced unfair rewards. They had low duty satisfaction but got a heavy workload and experienced overtime work. To relieve job overburden of Medical Aid Client Managers. it was necessary to improve business system and also was necessary to relieve a regional disparity of business charge.

• 한국산학기술학회논문지
• /
• 제12권11호
• /
• pp.4756-4763
• /
• 2011

본 연구는 일본 관광객의 한국 피부미용 서비스 이용 후 만족 및 재방문 의도를 분석하기 위한 것으로 한국피부관리실 이용경험이 있는 일본인 남녀를 대상으로 분석하였으며 다음과 같은 결론을 얻었다. 첫째, 소비자의 피부관리실 이용동기 유형에 따른 선택속성의 분석결과, 이용동기 유형에 따라 선택속성 요인은 차이가 있는 것으로 나타났다. 둘째, 선택속성이 피부관리실 소비자 만족에 미치는 영향의 분석결과, 피부관리실 선택속성은 부분적으로 소비자 만족에 영향을 미치는 변인으로 나타났다. 셋째, 선택속성이 피부관리실 이용 후 재방문 의도에 미치는 영향의 분석결과, 피부관리실 선택속성이 소비자만족에 미치는 영향을 분석한 결과와 일관성 있는 결과를 나타내어 피부관리실 이용 후 재방문 의도에 영향을 미치는 선택 속성 요인은 서비스 및 가격보다는 시설 및 피부관리실, 피부관리실 이미지 및 부대서비스 요인을 더 중요하게 고려하는 요인임이 분석되었다. 넷째, 피부관리실 이용 후 소비자 만족은 재방문 의도에 영향을 미치는 요인으로 분석되었다.

• 한국치위생학회지
• /
• 제3권2호
• /
• pp.209-220
• /
• 2003

The purpose of this study was to examine how clients who visited dental institutions perceived client services, what sorts of client services were provided to them and to what extent they were satisfied with them. It's ultimately meant to seek ways to enhance and enlarge client services. A survey was conducted on 379 residents who used dental institutions in Seoul and Gyeonggi provinces, and the findings of this study were as follows: 1. 64.6 percent of the people investigated weren't aware of client services, and 33.0 percent viewed them as part of medical services. 77.5 percent had grievances about dental institutions they'd ever used. 2. The biggest complaint was that the dental treatments they received weren't covered by the dental insurance. As for how to solve their grievances, the largest group of them told the employees of the dental institutions about their complaints or didn't use them again. When asked whether the dental institutions took any steps to get rid of their grievances, the greatest group replied they had no idea. and the second largest group answered they took no measure. 3. By age and educational level, those who were in their 60s and up and stopped at elementary school were best cognizant of client services. Among client service variables, they were most satisfied with how the employees handled their complaints, and as to overall satisfaction, their willingness to revisit ranked highest. 4. Concerning connections among client service awareness, service variables and overall satisfaction level, their awareness of client services had a positive correlational relationship with every service variable and satisfaction level. Among the service variables, prompt client services and employee attitude were positively correlated to overall satisfaction level, but service procedure, facilities and information services exercised little impact on that. 5. As for what factors affected their content with client services, their client service awareness was identified as one of the important factors to influence their use of dental institutions, the outcome of their visit and their willingness to revisit. The above-mentioned findings suggested that dental institutions should strengthen publicity activities to inform people of client services, and encourage them to express their grievances. In addition, they should take an immediate action to remove their complaints, and try to get a successful feedback to offer higher-quality medical services and customer-oriented services.