• Korean Association of Arts Management
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• no.54
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• pp.95-132
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• 2020

Many Korean traditional music such as Jongmyo Jeryeak and Pansori are listed as UNESCO World Intangible Cultural Heritage and are recognized for their value. However, compared to other genres, Korean traditional music shows various problems such as low proportion of paying audiences and bias of audience age. Previous studies in the performing arts point out that in order to solve these problems, it is necessary to analyze consumers. Existing previous studies on the Korean traditional music performance remained mainly to grasp the influence of performance quality of service on viewing satisfaction at the one-dimensional level. However, in order to meet consumer expectations, not only the satisfaction factor but also the reasons why performing art consumers do not consume performances. In addition, it is important to identify the factors that can cause service failure before the performance, to prepare countermeasures and to manage them continuously. In this study, the Kano-Timko model was used to classify the quality factors of Korean traditional music performances, and to identify the priority points of service failures of Korean traditional music performances through the potential customer satisfaction index. Through the results of this study, Korean traditional performing organizations and organizations will be able to prepare proactive countermeasures for service failures occurring in Korean traditional music performances and establish effective operational strategies to derive customer satisfaction. In addition, it is important to apply the concept of service failure in order to classify the performance quality of service that was identified only in a one-dimensional manner based on Kano model.

• Proceedings of the Korean Society of Computer Information Conference
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• 2019.07a
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• pp.407-408
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• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

• Korea Journal of Hospital Management
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• v.21 no.4
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• pp.1-12
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• 2016

The purpose of this study are suggest to performance measurement model of Electronic Medical Record(EMR) and Key Performance Index(KPI). For data collection, 665 questionnaires were distributed to medical record administrators and insurance reviewers at 31 hospitals, and 580 questionnaires were collected(collection rate: 87.2%). Regarding methodology, Critical Success Factor(CSF) and index of the information system were derived based on previous studies, and these were set as performance measurement factors of EMR system. The performance measurement factors were constructed by perspective using BSC, and analysis on causal relationship between factors was conducted. A model of causal relationship was established, and performance measurement model of EMR system was proposed through model validation. Analysis on causal relationship between performance management factors revealed that utility cognition of the learning & growth perspective factor had causal relationship with job efficiency(${\beta}=0.20$) and decision support(${\beta}=0.66$) of the internal process perspective factors, and security had causal relationship with system satisfaction(${\beta}=0.31$) of the customer perspective factor. System quality had causal relationship with job efficiency(${\beta}=0.66$) and decision support(${\beta}=0.76$) of the internal process perspective factors, all of which were statistically significant(P<0.01). Job efficiency of the internal process perspective had causal relationship with system satisfaction(${\beta}=0.43$), and decision support had causal relationship with decision support satisfaction(${\beta}=0.91$) and job satisfaction (${\beta}=0.74$), all of which were statistically significant(P<0.01). System satisfaction of the customer perspective had causal relationship with job satisfaction(${\beta}=0.12$), job satisfaction had causal relationship with cost reduction(${\beta}=0.53$) of the financial perspective, and decision support satisfaction had causal relationship with productivity improvement(${\beta}=0.40$)of the financial perspective(P<0.01). Also, cost reduction of the financial perspective had causal relationship with productivity improvement(${\beta}=0.37$), all which were statistically significant(P<0.05). Suitability index verification of the performance measurement model whose causal relationship was found to be statistically significant revealed that $X^2/df=2.875$, RMR=0.036, GFI=0.831, AGFI=0.810, CFI=0.887, NFI=0.838, IFI=0.888, RMSEA=0.057, PNFI=0.781, and PCFI=0.827, all of which were in suitable levels. In conclusion, the performance measurement indices of EMR system include utility cognition, security, and system quality of the learning & growth perspective, decision support and job efficiency of the internal process perspective, system satisfaction, decision support satisfaction, and job satisfaction of the customer perspective, and productivity improvement and cost reduction of the financial perspective. In this study, it is expected that the performance measurement indices and model of EMR system which are suggested by the author, will be a measurement tool available for system performance measurement of EMR system in medical institutions.

• IE interfaces
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• v.12 no.4
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• pp.487-495
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• 1999

Mobile telecommunication service is one of the most competitive and rapidly growing industries in Korea. In competitive environments, it is essential to measure and improve customer satisfaction(CS) levels. However, there are a few problems in existing methods of CS measurement. First, sacrifice such as price is not included properly. Thus, the CS is not expanded into the value concept which is important to customer's behavioral intention. Second, CS measurements are not benchmarked with other competitive companies and CS index cannot reflex it properly. AT&T experienced these problems and suggested customer value added (CVA) for CS measurement. In this study, we try to introduce the CVA concept into our mobile telecom services. CS attributes were constructed, an survey was conducted for 5 mobile telecom companies, CS survey results were presented, and the validity of CVA concept was discussed.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.3
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• pp.52-60
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• 2008

This paper proposed a service satisfaction index in the service design. We utilize the service blueprint as the basic tool for the service process analysis, construct a service flow fishbone diagram which consists of the encounters representing the interaction between customer and service deliverer. To evaluate the service satisfactions of the service element a service satisfaction function is used. The service satisfaction function has the generic properties of the prospect theory with the probabilistic utility value in order to evaluate the service bundle which Is constructed by tangible and intangible service elements. A numerical example using the A/S service of Electronic Co. is presented for the verification.

• Korean Journal of Community Nutrition
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• v.10 no.6
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• pp.905-919
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• 2005

This study raised the necessity of developing performance indicators for measuring the management efficiency and effectiveness of school food service, and as a means of helping its implementation, a balanced score card (BSC) approach developed by Norton and Kaplan was adopted. This study established BSC in seven phases through literature: Phase 1 Defining a school food service and the scope of working activities, Phase 2 Establishing the vision of a school food service, Phase 3 Setting strategic goals, Phase 4 Identifying critical success factors (CSFs), Phase 5 Developing Key Performance Indicators (KPIs), Phase 6 Extracting cause and effect relationship, and Phase 7 Completing a preliminary BSC. The preliminary BSC was fumed into a survey, which was administered to food service related people working at the Office of Education and School Food Service including 16 offices,209 dietitians, 48 school administrators both from self-operated and contract-managed, and 9 experts in areas related to school food service. They were asked questions about strategies from 4 different perspectives,12 CSFs, 39 KPls, and the cause and effect relationships among them. As a result, among the CSFs based on 4 different perspectives, all factors other than ' zero sum on profit/loss ' from the financial perspective turned out to be valid. In terms of KPIs, manufacturing cost percentages, casualty loss count/reduction rates, school foodervice participation rates, and sales goal achievement rates were found to be valid from the financial perspective, while student satisfaction index, faculty satisfaction index, leftover ratio, nutrition educational performance count, index of evaluating nutrition education, customer claim count/reduction rate, handling customer claim count/reduction rate, and parent satisfaction index were found to be valid from the customers' perspective. Besides, nutritional requirement sufficient ratio, nutritional management score, food poisoning outbreak count, employee safety accident count, sanitary inspection assessment index, meals per labor hour (productivity index), computerization ratio, operational management index, and purchase management assessment index were also found to be valid from the perspective of internal business processes. From the perspective of innovation and learning, employee turnover ratio/rate of absenteeism, annual education and training count, employee satisfaction index, human resource management assessment index, annual menu-related customer feedback, food service information index for employees and parents/schools were also found to be valid. The significance of this study is to present indices for measuring overall performance of school lunch food service operations without putting any limitation on types of school food service management, and to help correctly assess the contribution of the current types of school food service management to schools and students. (Korean J Community Nutrition 10(6) : $905\∼919$, 2005)

• Journal of agriculture & life science
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• v.45 no.5
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• pp.127-143
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• 2011

Assessment of APC has focused on large size, specialization, and structuralization based on business performance. In the future, first, it should be complemented to have correlation with management efficiency. Second, because of the rate of weight for each index, it is necessary to develop a specific index or adjust allotting of marks so that there can be correlation between indexes. Third, since APCs have high values in the composite assessment and low values in the sales amount, it is necessary to develop various kinds of indexes, including the index to evaluate processing value-added, that of customer satisfaction with assessment, and that of customer relationship maintenance performance through introduction of a customer relationship management system (CRM), in pursuit of balance. Lastly, the results of this study are expected to be able to help make APCs efficient in relation to integration of production organizations so that they will convert and develop into a basic product processing center in coping with changes in internal and external environment of agricultural marketing.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2015.10a
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• pp.732-733
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• 2015

The purpose of this study is to investigate the relationship between customer satisfaction and finncial performance in It service firm. We studied financial performance by national customer satisfaction index. we provide that customer satisfaction effect financial performance positively.

• The Korean Journal of Applied Statistics
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• v.23 no.5
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• pp.799-812
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• 2010

The public banking market (the main eld of the second banking sector) faces increased competition du to the expansion of the rst banking sector. In this situation, Customer Satisfaction Management(CSM is emerging as a core business factor to create continuous growth without competitive exclusion because it is possible to churn management and draw an advocate customer. In this pa- per, with Suhyup mutuality bank as a sample for research, I have looked for necessary Customer Satisfaction(CS) factors and deduced a Customer Satisfaction Index(CSI), Customer Loyalty and Net Promoter Score(NPS) of detail factors in CS through a survey. Based on these result, the strategic factors required to improve CS were found and strategic directions for CS were proposed through a CS portfolio analysis.

• Asia Marketing Journal
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• v.13 no.4
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• pp.213-226
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• 2012

As the Korean rental car industry turned into a mature stage, the competition level has become stronger than ever. In 2006, AJ Rent a Car declared customer satisfaction management as its vision to make a breakthrough. Through various service innovation efforts, AJ has been successfully offering meaningful and differentiated values to the customers. As results, the complaints rate has decreased, while service quality index has significantly increased. These service quality indicators have led to improved customer satisfaction level which was measured by re-purchase intention and customer satisfaction index, and AJ outran its major competitors in these dimensions of competition. The first key success factor of AJ is its effective service system. AJ manages the VOC, ERP, and CRM system in a well organized manner. AJ's another key success factor is a effective service process, which helps the organization share and respond to customer complaints in an efficient way. Finally, the management communicates the clear vision and strategic direction not only with the customers but also with the entire organization. With these three factors combined, AJ has created the service oriented corporate culture. Based on the culture. AJ has been able to develop a strong and sustainable competitive advantage in customer satisfaction management.