• Quality Improvement in Health Care
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• v.5 no.1
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• pp.42-57
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• 1998

Background : It is increasing the concern for patient satisfaction as a customer information. This study was planned to investigate the activities related to patient satisfaction survey at the Korean hospitals. Methods : We performed the nationwide survey on 235 general hospitals by using the self-administrated checklist from Sep. 9 to Oct. 9, 1996. The response rate were 50.2%. We analyzed the descriptive statistics and chi-square test by SAS software on 118 hospitals. Results : First of all, 62.7% of study hospitals showed to conduct the patient satisfaction survey, and most of hospitals which did not conduct it had a plan to do it within 5 years. The reason that hospitals did not conduct satisfaction survey was due to a lack of administrator's interest or adequate questionnaire form. Second, the bigger, public and being more located in the big city or opened more than 10 years, the more hospitals conducted the patient satisfaction survey. Also, patient satisfaction survey was mainly handled by planning dept. or administrative team. Third, most hospitals had their own way of making questionnaires without proving reliability and validity. The results of the survey were applied to hospital management timely, and were mostly reported to top manager level. Most CEO concerned about the results of satisfaction survey. Fourth, the staffs in charge of survey had problems such as skill related to data analysis and development of questionnaire and they suggested that this problems could be solved through inducing the implementation of the survey results on hospital management, support for the development of standardized questionnaires and increasing the top manager's interests. Fifth, most questionnaires composed of lots of questioning items on hospital equipments and environment, and kindness of hospital employee to patients. Conclusions : Although this study had some limitations in generalization due to low response rate in big hospitals, it is meaningful to find the present state and the problems related to patient satisfaction survey of the general hospitals. We can conclude that there are increasing the concern for patient satisfaction survey among the hospitals nationwide, and it can be needed for technical support related to development of survey tool or method.

• Korean Security Journal
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• no.61
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• pp.203-234
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• 2019

The damages from security accidents continue to increase as technology leaks from suppliers cause risks to the management of large companies, which are their customers, and their image and reliability to fall. However, the current industrial structure is practically impossible for large companies to form their own businesses and strategic alliances with business partners are essential, but it is changing into an industrial structure where the exchange of information is increased and the dependence of the information system is maximized, as well as legal demands and demands from stakeholders are increasing due to the complexity of the work process and the strengthening of security-related laws. The status of technology protection of small and medium-sized enterprises shows that they are not equipped with a security system due to relatively poor environment and financial difficulties compared to large enterprises, whereas the industrial structure between large and small business partners is indispensable for sharing the IT system, and the security system of large business, which is a customer company, should be improved by considering the fact that it is impossible to maintain security system between large businesses. Thus, the government intends to examine the system for shared growth of small businesses and the model for evaluating the capabilities of various agencies for information protection, and propose measures to introduce the certification system for small business partners.

• Korea Real Estate Review
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• v.24 no.1
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• pp.91-104
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• 2014

This paper studied condo selection attributes that affected satisfaction, recommendation and revisitation, in particular, investigated gender and age differences. Research target is the group who revisited time-sharing condominium within one year. The paper seeks to understand factors that affect and contribute to customer satisfaction and intentions for reuse. This study model was analyzed by the basic statistical analysis, factor analysis, reliability analysis and multiple analysis, using SPSS 18.0 and AMOS 18.0. We found that 5 condo selection attributes that have significant affect on user satisfaction: facility, service, product, accessibility and expense. Furthermore it was evident that user satisfaction has a significant effect on condo recommendation and intentions of reuse. With regard to sex, for male users expense, accessibility and service had a significant effect on their satisfaction level, while for female users, product was most important. User satisfaction both have a significant effect on recommendation and intentions of reuse but for females this was more evident. Regarding the age, for 20~30 age band, service and product factor had a significant effect on user satisfaction in order, whereas, for the age band of over 40s, expense, product and facility factors were important. User satisfaction of both have a significant effect on recommendation and intentions of reuse. In the meantime user satisfaction of 20~30 age band had a bigger positive significant effect on recommendation and intentions of reuse than the age band over 40s.

• The Korean Journal of Archival Studies
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• no.18
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• pp.91-138
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• 2008

A fast foot of information communication technology is appearing as expansion of prompt administrative service desire and national participation desire regarding administration. This is following again by government innovation and demand of customer-oriented governmental implementation with information technology. The Ministries of Education and Human Resources Development proceeded with National Education Information System(NEIS) for the aim of educational informatization at a highest global level. NEIS that was operated from 2003 established a system in Educational Offices in 16 cities/province and the Ministry of Education and Human Resources Development, and connected all educational administration organizations and primary and middle schools with Internet. Thus, NEIS processes electronically the general administration affairs in educational administration organizations each unit school. The NEIS school affairs business system that is newly enforced is producing an important documentation (of semi-permanent level) such as personal information and grade of students including School Human Document with electronic methods. However, we need to guarantee authenticity, integrity, reliability and usability of documentation because school affairs business system is producing important documentation under poor circumstances. According to this necessity, school affairs business system analyzed how many a record management function includes by the ISO 15489 that was an international record managerial standard. On the basis of these analyses, I will present a plan for management of a school documentation in this study. These researches are meaningful in electronically analyzing a record management function of the National Education Information System(NEIS) and in documentarily approaching management plan. I expect theses researches to be able to used as useful data for documental management plan preparations regarding a productive documentation of all kinds of business systems using in public institutions as well as National Education Information System(NEIS).

• The Korean Journal of Archival Studies
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• no.15
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• pp.219-262
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• 2007

Business organization have developed in close association with the society afterward. Moreover, under capitalism business archives, though they are created in private sector, have started to have public characteristics and be used in public domain beyond internal use in business organization. Records and Archives management at a corporate level increasingly become indispensible. Business organization can use archive management to improve job efficiency and customer service and to facilitate legal matters, marketing, advertising, property management, personnel management and publicity. Additionally, They can secure corporate identity and social reliability as well as transparency in management. This is turn helps secure corporate competitiveness to play as a medium for creating new profit, which will enhance corporate brands. The records and Archives management, which recently kicks off among business organization, are to collect scattered archives and seek systemic management through archives management systems. This study present ways to collect archives scattered before archives management systems were adopted according to archives management. As a prior investigation, the scope and characteristics of business archives are defined. Visit to business organization to collect data and interview with officials responsible were carried out as a preliminary investigation to conduce acquisition policy. Based on the results of the investigation, acquisition policy of Meritz was conducted. into internal and external collection activities, event collection activities. Value appraisal and display appraisal of archives were established as a appraisal policy for efficient management and utilization of collected business archives. This study takes the case of Metitz Fire & Marine Insurance Co, Ltd (Meritz) as a example to present ways to manage business archives specifically.

• Journal of Digital Convergence
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• v.19 no.1
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• pp.107-115
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• 2021

This study empirically analyzed the effect of SME representative competency on account receivable management and management performance using questionnaire data. The research model was confirmed through EFA, reliability analysis, CFA, and model fit, and the hypothesis was verified with a SEM. As a result, representative's manager competency had a positive(+) effect on account receivable management, and entrepreneurial competency had a negative(-) effect on credit control management. Account receivable management had a positive(+) effect on management performance. In the mediating test, credit sales management had a positive(+) effect but credit control management had a negative(-) effect on the effect between entrepreneurial competence and business performance. The result suggests that representative competency is an important factor and it is necessary to cultivate management competencies such as finance, utilization of management resources, and account receivables knowledge to improve management performance, and to manage account receivable based on insurance and customer credit for stable account receivable management. In the future, research on the impact of external factor such as consulting and government support and the account receivable management is required.

• Journal of the Korea Society of Computer and Information
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• v.27 no.4
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• pp.169-181
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• 2022

Currently, due to the activation of SNS live broadcasting, online services based on influencer live broadcasting are becoming a major consumption trend around the world. This study aims to verify the relationship between service quality, customer satisfaction, product characteristics, and acceptance intention for influencer broadcasting based on nfluencer broadcasting experiences in an Internet environment. This study conducted a survey of users who experienced live broadcasting on social media in Taiwan from June 29 to August 30, 2020, and a total of 253 copies were used for empirical analysis. The collected data were analyzed through SPSS 25.0. The results of the empirical analysis are summarized as follows. First, it was found that the service quality factors (reliability, tangibility, responsiveness, certainty, and empathy) of Taiwan's influencer live broadcast had a significant effect on live broadcast satisfaction. Second, it was found that the product characteristics of Taiwan's influencer live broadcasting had a significant effect on product satisfaction. Third, it was found that live broadcasting satisfaction and product satisfaction had a significant effect on the acceptance intention of new brands in Taiwan's influencer live broadcasting. This study will provide useful data for establishing efficient marketing strategies to improve live and product satisfaction and increase acceptance of new brands by identifying service quality factors and product characteristics of Taiwan's influencer Live Broadcasting.

• Journal of Convergence for Information Technology
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• v.12 no.5
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• pp.183-193
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• 2022

The purpose of this study is to analyze the effect of black consumer behavior perception on the anger expression and turnover intention of beauty workers. For data collection, the final 392 copies were used by distributing questionnaires to 400 people for three months from November 1, 2021 to January 31, 2022, centering on beauty service workers in Seoul, Gyeonggi, and Incheon. For data analysis, SPSS 25.0 program was used. Frequency analysis was performed to identify demographic characteristics, and factor analysis and reliability analysis were performed to understand the validity of the measurement tool. Correlation analysis, A regression analysis was performed. As a result of the analysis, the transient and deterrence of black consumers had a positive (+) effect on anger expression, anger suppression, and turnover intention, and anger expression and anger control had a positive (+) effect on turnover intention. Therefore, it is necessary to raise excessive problems of black consumers or eradicate forced services, and it is believed that proper customer response methods and programs for stress relief should be provided by members.

• The Korean Journal of Franchise Management
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• v.13 no.2
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• pp.17-31
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• 2022

Purpose: With the development of the Internet, consumers can quickly access the electronic word-of-mouth. Consumers seek to reduce uncertainty by referring to the opinions of other consumers about products and services when making purchase decisions. In the food service industry, evaluating a restaurant before an actual visitation is difficult. Therefore, electronic word-of-mouth is important to interact with the customer in restaurants. as it can be used as an exchange of information in which consumers participate and interact with other customers. This study was conducted to verify how online word-of-mouth characteristics (Consensus, Vividness, Neutrality) on attitudes and visit intention from the perspective of social exchange theory. And it was performed to verify the structural relationship between short-term visit intention, mid-term visit and long-term visit intention. Research design, data, and methodology: A survey was conducted on customers who have visited restaurants. Of a total of 312 responses, 306 responses were used, excluding insincere responses and missing values for factors analysis. SPSS 25.0 and AMOS 25.0 were used for statistical analysis, and hypothesis testing was conducted after verifying the validity and reliability of the questionnaire items. Result: The result of the analysis showed that, consensus and neutrality have a positive effect on attitude but not much on vividness. In addition, consensus, vividness, and neutrality have no effect on the short-term visit intention. Finally, the short-term visit intention has a positive effect on mid-term visit intention, and mid-term visit intention has a positive effect on long-term visit intention. Conclusions: Based on the results, this study suggested that it is necessary to have practical implications for marketing and monitoring restaurant reviews in consideration of the characteristics of electronic word-of-mouth. When managing electronic-word-of-mouth, it is necessary to manage the consensus and neutrality is essential to provide sufficient information about the restaurant. The focus should not only be on vividness, such as photos and videos. In addition, restaurants should also provide a good experience for first-time visitors as the short-term visit intention positively affects mid-term and long-term visit intention.

• The Korean Journal of Franchise Management
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• v.13 no.2
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• pp.53-66
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• 2022

Purpose: How to build the attitude on brand is very important, because it affects the positive word of mouth and revisit intention. Brand attachment, brand name, and image congruence play important role on consumer behavior in terms of reinforcing consumers' perception of food service companies and differentiating them from competing brands. Following the planned behavior theory, this paper examines the effect of linking brand attitude to word-of-mouth and revisit intentions in the restaurant sector. Research design, data, and methodology: This paper examines the structural relationship among brand attachment, brand name, image congruence, brand attitude, WOM, and revisit intention. In order to test the purposes of this study, research model and hypotheses were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All constructs were measured by multiple items tested and developed in the previous research. The study is based on the quantitative method and considered 519 questionnaires fulfilled by customers of restaurants. The data were explored employing the partial least square-structural equation modelling (PLS-SEM). Frequency analysis was conducted to identify the general characteristics of the survey subjects. To measure the reliability and validity of the measurement tools, confirmatory factor analysis was conducted. Structural model analysis was conducted to verify the research model. Result: The findings demonstrate that brand attachment and brand name had positive effects on attitude while image congruence did not have. Also, attitude had positive effect on WOM and revisit intention. Conclusions: This study expands the literature about WOM and revisit intentions. This study expands prior research in a similar field to which the theory of planned behavior (TPB) is applied, and reveals that brand attachment, brand name, and brand image congruence play an important role in developing brand attitude that affect revisit intention and WOM. And provide guidelines on how to enhance competitiveness in the restaurant sector based on understanding of linking brand attitude to customer loyalty and repeat business. By putting into practice these suggestions in the restaurant industry, brands can easily build up their attitude and boost a positive WOM and the intention to revisit.