• 마케팅과학연구
• /
• 제20권3호
• /
• pp.269-277
• /
• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• 농촌지도와개발
• /
• 제7권1호
• /
• pp.121-136
• /
• 2000

This study reports on a comparison between the Korean diffusion of agricultural innovation or extension service and the cooperative extension service in the United States of America. It focuses on relevant differences between the two systems and provides recommendation for improvement of the Korean system to insure success in important areas related to the diffusion of agricultural innovations. After a comparative study on diffusion of innovations it is clear that: in order to have a productive agriculture that makes effective and efficient use of natural resources and helps achieve sustainability goals, a mechanism that delivers knowledge to agricultural communities must be established and maintained. This mechanism is clearly an agricultural extension service that is cooperatively funded by federal, state and local governments and that insures participation of constituents in the process of establishing priorities and evaluating achievements. The success of US agriculture, the most productive in the world, is to a large degree to the Cooperative Extension Service. Based on the results of this study and the differences of the United States and Korea, the following recommendations should be emphasized for more effective communication for agricultural innovation and rural development in Korea: 1) In order to insure that extension educators are high caliber professional individuals, it is important to establish a system that nationally recognizes these individuals as such, and that provides a professional development path. 2) The results of the decision of transfer of extension educators to local governments has not yielded positive outcomes, especially in terms of professional status. It is clearly demonstrable that valuable professionals are leaving the service, that local governments do not have the will and resources to implement a successful extension program. 3) Because of the critical importance of diffusing innovations to agricultural producers in order to insure and quality and steady food supply, it is of critical importance that these issues be addressed before the extension service is further deteriorated. Given the cement situation, it is clear that the extension service should become nationally supported again in cooperation with local and state governments and that extension professionals be given appropriate rank at the national level, commesurate with their peers in research and teaching. 4) The common current committee practice of lengthy reporting and short discussion needs to be changed to one that results in char, brief and substantive action oriented goals. Joint participation by researchers, extension educators and farmers should be encouraged in planning, implementation and evaluation of communication for agricultural innovations. Roles and functions of committees for institutional cooperation, and or agricultural extension committees should be enlarged. 5) Extension educators should be encouraged to adopt new communication technologies to improve their diffusion of innovations methods. Agricultural institutions and organizations should be encouraged to adopt farmer-first and or client-oriented approach in agricultural extension and diffusion of agricultural technologies. The number, complexity and rapid change of information in agricultural extension require the development of a computer based information and report system to support agricultural extension. 6) To facilitate and expand the further development of communication for agricultural innovation and rural development, agricultural communication programs in universities especially in colleges of agriculture and life sciences. 7) To strengthening the sense of national and social responsibility communication for agricultural innovation and rural development among students in agricultural colleges and universities through participation in learning activities by proactive recruitment. 8) To establish and reinforce a policy that insures participation in communication for agricultural innovation and regal development activities. 9) To improve further development of communication for agricultural innovation and rural development in Korea, more research activities should be encouraged.

• International Journal of Quality Innovation
• /
• 제5권2호
• /
• pp.17-25
• /
• 2004

Despite the fact that much has been published about Six Sigma in the business and academic press and on the Internet in recent years, there is still confusion among many people, particularly those who work in the transactional and service environments, about the nature of Six Sigma. It is true that Six Sigma like other process improvement programs before was first applied to manufacturing processes; however, many corporations including General Electric and Sony have successfully applied Six Sigma to their transactional and service processes as well. Six Sigma is used by many companies not only to improve the quality of their products and services but also to achieve quantifiable financial results, improve management style and communication, and achieve customer and employee satisfaction. Whether in manufacturing or non-manufacturing environments, the application of Six Sigma differs from organization to organization. Although there are many common elements between these applications, however, special care must be taken when customizing Six Sigma to suit the organizations' needs. In this paper, the author provides some practical and useful guidelines for Six Sigma deployment. This paper is not about the use of numerous statistical tools and techniques that can be found in a typical Six Sigma toolbox. The main emphasis has been placed both on the concept and the implementation of Six Sigma, particularly within the non-manufacturing areas of business.

• Journal of the Korean Society for Industrial and Applied Mathematics
• /
• 제2권1호
• /
• pp.131-139
• /
• 1998

With the rapid development of communication technology and widespread uses of internet service, utilization of internet-based medical information systems which transmitts moving pictures of medical objects is becoming a common practice. The internet-based medical information service prvovides richer information than conventional services such as touch-tone telephone, personal computers e-mails, or pagers, because "a picture is worth a thousand words". However, the systems passively transmits moving pictures of the medical objects to the users, and thus the system cannot intelligently adjust itself to provide better service. As the tradeoff exists between transmission speed and quality of the image, there is a need that moving pictures be analyzed to adjust the trnasmission speed and image quality. When very little difference between consecutive images are detected, the system can automatically increase the size of the image files, thus enhancing the quality of image. In contrast, the system should increase the number of images to send more pictorial information by sacrificing the quality of each individual image, when a significant difference is detected. In this paper an adaptive filtering technique is introduced which adjusts the quality of image and transmission speed according to a clinical situation in hospital.

• 한국전자통신학회논문지
• /
• 제1권2호
• /
• pp.127-135
• /
• 2006

우리나라는 세계 최고 수준의 초고속 인터넷 망 구축을 바탕으로 e-Korea를 이룩하였으며, 이를 보다 더 발전 시켜 국민의 삶의 질을 높이고 IT 산업의 지속성장을 위해 21C 한국형 유비쿼터스 도시 (u-City)구축을 진행 하고 있다. 현재 u-City 구축은 중앙정부, 지자체 및 통신사업자가 추진 목적에 따라, 대상자 및 영역을 다르게 하고 있어 표준 모델을 필요로 한다. 표준 모델을 근거로 하여 u-City 통신 인프라를 구축하여야 유비쿼터스 환경 하에서 다양한 서비스 들을 무리 없이 수용하며, 호환성을 확보할 수 있다. 이러한 유비쿼터스 환경을 구축하기 위해서는 도시설계 초기 단계에서 u-City 통신 인프라를 반영하여야 비용을 최소화 할 수 있다. 이에 본 논문에서는 u-City 통신 인프라 범위를 설정하여 분야별 구축 기본 방안에 대하여 논하였다.

• International Journal of Internet, Broadcasting and Communication
• /
• 제12권4호
• /
• pp.61-70
• /
• 2020

As mobile device usage time increases thanks to the development of information and communication alongside the increase in the spread of smartphones, mobile shopping has become a common trend. While mobile shopping has the advantage of saving both time and money, it may also result in dissatisfaction with product differences after purchase. For online clothing shopping malls, in particular, if the size does not match after purchase, it is difficult for customers to return or exchange the goods. To address this problem, some mobile apparel shipping malls offer a virtual fitting service and a size comparison function; however, the number of such malls remains low. In this paper, a usability evaluation was performed on a mobile apparel shopping mall that provides a size comparison function. The three apps selected for evaluation have different size input methods, and a slightly different method of providing results after comparing the user's dimensions with the dimensions of the clothes to be purchased. In this paper, the evaluators were asked to select clothes at the shopping mall and perform the task of deciding the size of the clothes to be purchased through their own measurements and comparison while also evaluating the effectiveness, meaning, and satisfaction of the apps. Based on the analysis of the results, this paper aims to produce an improvement plan and help design the size comparison UI (User Interface) in the future.

• Asia pacific journal of information systems
• /
• 제26권1호
• /
• pp.22-40
• /
• 2016

Political activities through social networking service (SNS) are common in the political communication environment. The main aim of this study is to present logical and empirical evidence on the effects of politicians' SNS activities. To achieve this goal, this research analyzed the relationship between the SNS activities of politicians and the political efficacy and political participation of citizens through a survey of 644 people. The results of the survey analysis showed that politicians' SNS activities have a positive effect on both the internal and external efficacies of citizens and that these efficacies positively influence political participation. This finding means that the SNS activities of politicians promote political participation by increasing the political efficacy of citizens and states. The results also suggest that SNS, with its characteristics of communication and interaction, plays a crucial role as a political communication medium. Therefore, with SNS, a variety of information sources on politics can be offered, suggestions from citizens can be embraced, and such suggestions can be revealed to politicians as a means of promoting political efficacy and participation.

• Journal of information and communication convergence engineering
• /
• 제1권1호
• /
• pp.12-22
• /
• 2003

Real-time(RT) object-oriented(OO) distributed computing is a form of RT distributed computing realized with a distributed computer system structured in the form of an object network. Several approached proposed in recent years for extending the conventional object structuring scheme to suit RT applications, are briefly reviewed. Then the approach named the TMO (Time-triggered Message-triggered Object) structuring scheme was formulated with the goal of instigating a quantum productivity jump in the design of distributed time triggered simulation. The TMO scheme is intended to facilitate the pursuit of a new paradigm in designing distributed time triggered simulation which is to realize real-time computing with a common and general design style that does not alienate the main-stream computing industry and yet to allow system engineers to confidently produce certifiable distributed time triggered simulation for safety-critical applications. The TMO structuring scheme is a syntactically simple but semantically powerful extension of the conventional object structuring approached and as such, its support tools can be based on various well-established OO programming languages such as C++ and on ubiquitous commercial RT operating system kernels. The Scheme enables a great reduction of the designers efforts in guaranteeing timely service capabilities of application systems

• 융합경영연구
• /
• 제2권2호
• /
• pp.1-9
• /
• 2014

This study investigated solutions of not only weak organization but also poor communication with customers from point of view of SNS such as Naver blog, Naver band, Kakao Talk and Facebook to promote local business market. The study gave strategies: First, SNS marketing strategy shall be used to do public relations and communicate in accordance with features of each SNS. Naver Blog that is opened SNS shall be used to do public relations and to invite new customers, and Kakao Talk that is closed SNS shall be used to increase customers having high loyalty, and Facebook that has both properties of SNS, that is to say, openness and closure, shall be used to raise effects of word-of-mouth to make use of new sales window. The communication can find out customers' needs to provide customers with customized services. Second, Naver Band and/or cafe shall be opened to increase link and friendliness and to have community consciousness realizing common goal and to destroy merchants' helplessness and individualism and to make change of the market for the place of community. Changes among the merchants may get better ideas to do events continuously and to get more SNS marketing effects and synergy. Third, the merchants shall make change not momentarily but continuously by making efforts steadily. Good communication in and out of the market may create inherent brand value to differ from super chain and/or SSM and to increase sales as well as traditional market image and to attain customers' loyalty.

• 한국도서관정보학회지
• /
• 제9권
• /
• pp.179-211
• /
• 1982

Many problems which today's research libraries are confronted with should be taken the measures to find some solutions in any ways. The purpose of this study is to identify the main stream of chaining of research libraries as an existing collector and distributor of scholarly information into a communication system adopting the concept of resource sharing and on-line bibliographic search as some possible ways for solutions. The conclusions of this study can be summarized as follows: 1) The research libraries will be imposed on more and more responsibilities to be a reservoir of the intellectual heritage of an individual, a nation and mankind. 2) The research libraries in the near future will have to develop their collections in the new environment of austerity with the limited budget. 3) It is more desirable for the future research libraries to have the attitude that they are in the business of information and communication rather than being an entity as "a library". 4) The resource sharing developed to solve the severe problems confrontal by research libraries will improve the organizational and technical mechanism for the access to the scholarly information. 5) The research libraries will produce more and more bibliographic database to expand the library materials which can be available and shared. 6) Though on-line search service will be sure to provide a considerable profit to the scholarly information users, it will take a long time for this service to be popularize because of the high ratio of service fee. 7) Two problems should be solved for the efficient service by on-line search. One is the continuous, updating training for the professional librarians. The other is that the common efforts for the quality control and standardization of data base by the data base producers should be made. 8) Taking all the items of the conclusions derived from the study of research libraries mainly in the United States into a consideration, the followings should be paid an attention. - The status-quo of the research libraries in Korea should be analyzed in very detailed and accurate way. - The problems of research libraries in Korea as the major scholarly communication system should be clarified based on the analysis. - The measures for the problems should be taken in the light of the unique characteristics of korean environment. - For the developing the most efficient measures, the formal organize action to lead and govern the long-aimed study on the problems of research libraries should be established and the government-level su n.0, pport for the legislation and finance should be provided for the realization of the result of the study.