• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• 디지털융복합연구
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• 제6권2호
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• pp.13-21
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• 2008

The e-Government in Korea has made such good results as improvement of official work productivity and citizen service quality. However, e-Government in Korea involves many problems and subjects to must solve, especially, at the side of citizen services. Every public organization as supplier provides each service of themselves to the civilians. Citizens feel inconvenience yet, because they must visit and are supplied various civil services to one public affair from several public institutions. When we consider the paradigm shift of the e-Government service, the status and problems of the e-Government in Korea required more better service model to the citizen. To realize the citizen oriented service, the integration and linkage of the system infrastructure and applications among governmental organizations are required. In this changed situation, when new one/non-stop service model of the digital government is developed and launched, the e-Government can supply better service to the citizens. In this study, the model that we suggest is among the new service models of the e-Government, named the Integrated Civil Service Model. The e-Government involving the Integrated Civil Service Model can make more outcome, such as better civil life convenience, cost-effective results by processing time and cost reduction for public affairs of citizens.

• Journal of Information Technology Applications and Management
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• 제16권4호
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• pp.185-203
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• 2009

The literature reveals that service quality is critical determinants affecting customer satisfaction in the retail industry. Recent online B2C studies also show that service quality significantly influences online customer satisfaction. However, research on analyzing antecedents to determine the service quality level of online shopping has not been sufficiently reported. Moreover, the offline synergy effect on the Internet shopping mall has been presented mostly at a conceptual level. The purpose of this study is to investigate key managerial variables exploiting offline synergy, including pure online attributes, that impact on service quality of the click and mortar Internet shopping mall. A survey was conducted for empirical validation of the hypotheses. The results indicate that core offline synergy factors significantly enhance the perceived service quality level of the Internet shopping mall. Implications, limitations, and future research directions are also discussed.

• 한국산업정보학회논문지
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• 제11권2호
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• pp.29-39
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• 2006

온라인 쇼핑몰을 운영함에 있어서 서비스 품질과 신뢰는 매우 중요한 사안이다. 본 연구는 온라인 서비스 품질과 신뢰가 고객만족과 충성도에 미치는 영향을 살펴보고, 그 상대적 영향력을 분석하는데 초점을 맞추었다. 아울러 온라인 상황에서 서비스 품질의 여러 요소가 전반적 서비스 품질에 미치는 영향과 신뢰의 여러 요소가 전반적 신뢰에 미치는 영향을 분석하였다. 그 결과, 전체적으로 서비스 품질보다 신뢰가 더 큰 영향력을 미치고 있음을 밝혔다.

• 산업경영시스템학회지
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• 제31권2호
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• pp.28-35
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• 2008

Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization's business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (i) developing service quality indices, (ii) measuring and evaluating service quality, (iii) analyzing the level of service quality, (iv) constructing the quality improvement road map, (v) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization's perspective. An illustration is also given.

• 품질경영학회지
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• 제35권3호
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• pp.37-46
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• 2007

Our society is increasingly dependent on the Internet, and this trend will be accelerating in the ear of All-IP convergence. As the core infrastructure of the All-IP convergence, the next generation Internet should enable end-to-end Quality of Service(e2e QoS). For that purpose, major international standardization institutes such as ITU(International Telecommunication Union) and IETF(Internet Engineering Task Force) are building the concept and architecture of the Next Generation Network(NGN). However, these institutes focus only on technical issues, and leave many business/policy-oriented challenges unresolved. For example, the standards raised by ITU assume that the entire service delivery process for e2e QoS services is perfectly working. But required is a standardized business interface and process for seamless inter-operations across many stakeholders including ISPs(Internet Service Providers), CPs(Content Providers), so on. On the other hand, TMF(TeleManagement Forum) and QuEST(Quality Excellence for Suppliers of Telecommunication) Forum, global consortiums of telecom operators and vendors, present sets of interface rules and process which playa crucial role as de facto standards: for example, NGOSS/eTOM and TL9000 authorization system. However, these standards focus on telephone services, and provide little principle for the next generation Internet. Our study seeks a way to combine these two strains for a successful implementation of NGN. In particular, we find a missing link in the NGN architecture and the elements that could be complemented with the help of NGOSS/eTOM and TL9000. Finally, presented is a strategic direction that our standardization policy should purse in order to reinforce our global leadership for the next generation Internet.

• 품질경영학회지
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• 제38권2호
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• pp.161-170
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• 2010

Diffusion of e-learning has been accelerated according as the convenience and effectiveness have been increased rapidly due to the advancement of information technology. However, there has been few studies on systematic evaluation of its performance. SERVQUAL model was applied to evaluate the service quality of a 100% on-line lecture opened in a major Korean university. Two classes, one for 71 undergraduate students, the other for 79 graduate students, were opened for the lecture. The gaps between the expected service and the perceived service scores were compared with respect to sex, age, and e-learning experience. Although the gap score of male and female students were not different significantly, the gap scores among the other comparative groups were different. The perceived score of the older group with more than thirty ages was lower than that of the younger group. It seems that the older group evaluated the score based on the practical use of the subject since they are part-time students with jobs. Also, the perceived score of the group with previous e-learning experience was higher than that of the group with no e-learning experience. It seems that the experienced group evaluated it compared with the previous e-learning satisfaction. As it might be expected, the groups with higher perceived scores had stronger intention to recommend the e-learning lecture to other students.

• 한국컴퓨터정보학회논문지
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• 제18권10호
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• pp.207-216
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• 2013

최근 정보통신기술의 발달로 대부분 웹사이트의 외관과 디자인이 훌륭하게 제작되고, 이용도 손쉽게 할 수 있도록 제작되고 있다. 특히 저비용 항공사에서는 웹사이트의 품질이 고객의 항공기 예약과 구매에 직결되기 때문에 웹사이트 품질이 고객의 충성도에 중요한 요인으로 작용하게 된다. 저비용 항공사에 대한 고객의 충성도는 긍정적 구전과 재구매와 직결되기 때문에 웹사이트 품질향상에 많은 노력이 필요하다. 본 연구는 저비용 항공사 웹사이트 품질의 속성을 도출하고, 웹사이트 품질이 e-만족, e-신뢰, e-충성도에 영향을 미치는지에 대해서 검증하였다. 또한 e-만족, e-신뢰, e-충성도의 영향 요인을 검증하였다. 가설검증결과 저비용 항공사의 웹사이트 품질, e-만족, 그리고 e-신뢰는 e-충성도에 유의한 영향을 미치고, 웹사이트 품질은 e-만족과 e-신뢰에 유의한 영향을 미치는 것으로 연구되었다. 하지만 e-만족은 e-신뢰에 영향을 미치지 않는 것으로 연구되었다.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2011년도 춘계학술대회 논문집
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• pp.1290-1299
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• 2011

Internal and external conditions are currently changing-e.g, climate change increased awareness of energy crisis, and accelerated paradigm about green growth. Accordingly, revitalization of public transportation which enables green transportation system is receiving more attention than the past. Meanwhile, as the incom level increased, people required better quality of service, and consequently, various proposals about improving the services are being promoted. Generally, the quality of the spaces within transit in developed countries is represent the quality of life, thus concerns about the transit service of quality are emerging. This study, through the domestic and abroad studies about transit service quality, redefines transit service quality including rail and reviews the related categories. In that order this study deducts each type of evaluation categories and factors, with comparing and reviewing with various cases in Korea and overseas. Based on the whole process, the paper elicits implications and proposes to the research about the evaluation of transit quality of service.

• 한국컴퓨터정보학회논문지
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• 제22권2호
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• pp.45-50
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• 2017

This paper proposes a novel resource allocation scheme which allows to guarantee the user-perceived service quality for various high-quality mobile multimedia service such as interactive game, tactile internet service, remote emergency medical service or remote disaster handling robot control to a certain level in the mobile networks. In our proposed scheme, Mean Opinion Score(MOS), which represents the degree of user satisfaction for perceived quality, is determined based on the delay limit allowable to each service. Moreover resources are allocated in consideration of this MOS. Simulation results show that our proposed scheme can decrease the outage probability in comparison with existing schemes Moreover it can increase the total throughput as well.