• Journal of Korean Academy of Nursing Administration
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• v.6 no.2
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.31 no.1D
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• pp.51-63
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• 2011

This study suggests that prior to construction of the 2nd Changwon tunnel and implementation of the demanded free of charge on Changwon tunnel, it is recommended to improve the traffic facilities and management of the traffic condition in order to create an efficient road that will keep traffic flow to a minimum and maintain the facilities proper working order. It has been generally accepted that the 2nd Changwon tunnel is necessary to construct and open as soon as possible. This is due to the service level of current traffic volume in the Changwon tunnel pay toll road which have been so congested that the fees have increased causing a public complaint to be filed, demanding a early free of charge be implemented for the Changwon tunnel. Furthermore, the objective and impartial analysis of the traffic situation based on a simulation of the alternative and traffic congestion fees has been provided to make the early free of charge on toll road as soon as possible. Finally, careful attention should be paid to seek to make the early free of charge on toll road in order to minimize the damages both specified and unspecified that may arise the prompt settlement of construction repayments and security of minimum management fees should be given priority over other alternatives.

• Journal of Energy Engineering
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• v.25 no.4
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• pp.198-206
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• 2016

Fuel economy label will be used as a national indicator in energy management, leading to the development of car technology manufacturer and plays a role in providing consumer vehicle purchase information. But the government's fuel economy label is continued consumer complaint is different and diminishing fuel economy were introduced by the government to measure the exact fuel economy label than resetting the 5-cycle test method in the US for the domestic vehicle standards. Originally two test mode in order to reduce the impact of the sharp increase in the resources required but methods of calculating a measured result value by driving all of the five test mode a variety of environmental conditions and the running pattern is reflected to the fuel economy label (city( FTP-75 mode), highway(HWFET mode)) and using 5-cycle correction formula for calculating a fuel consumption value and the equivalent value to calculate the result of the 5-cycle test. The compensation was calculated expression 30s, 5-Cycle Test Method of vehicles in 2011 was considered necessary to review the existing 5-cycle correction formula for the New Type car due to the recent rapid development of automotive technology. In this study, recent technology is targeting 14 units New Type car applied over the same test method and the existing check test mode specific fuel economy properties and, as a result of analyzing the corrected expression differences that have already been developed with the existing test vehicle resulting large did not show the difference was found to correction formula also not getting the existing fuel correction expression significant effect on the improvement of the current automobile technology as a maximum error of less than 1.5%.

• Journal of the korean academy of Pediatric Dentistry
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• v.36 no.4
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• pp.580-585
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• 2009

Pediatric dentists often meet children with abnormal in number of tooth. Presence of supernumerary teeth is frequent cause of malocclusion. Etiology for supernumerary teeth is not yet clearly defined, but it is thought to be caused by excessive proliferation of dental lamina by hereditary and environmental factors. Supernumerary teeth occur in the maxilla nine times more frequently than in the mandible. Most common supernumerary tooth is the mesiodens in the maxilla, and some are observed in the maxillary molar and mandibular premolar. It occurs rarely in the mandibular incisor region with the incidence of 1-2% among all supernumerary teeth. A six-year old boy visited the department of the pediatric dentistry, Yonsei University Dental Hospital, with the chief complaint of crowded supernumerary teeth on the mandibular incisor region. Clinical and radiographic examinations revealed six permanent mandibular incisors similar in size, shape, and length. Further investigation using computed tomography(CT) was proceeded on the mandible to measure and compare morphologic features and positions of the six incisors. Then, we decided to remove two incisors which were already erupted. Periodic check-up was followed to monitor the dental development and spontaneous positional enhancement of the remaining four incisors in the mandible.

• Journal of Animal Science and Technology
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• v.50 no.3
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• pp.391-400
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• 2008

Odor management is significantly concerned with sustainable livestock production because odor nuisance is a primary cause for complaint to neighbors. This study was conducted to measure the concentration of odorous compounds, odor intensity, and odor offensiveness at unit process in animal waste treatment facility combined composting and methane fermentation process by an instrumental analysis and direct olfactory method. Ammonia, sulfur-containing compounds, and volatile fatty acid were analyzed at each process units and boundary area in summer and winter, respectively. Higher concentration of odorants occurred in the summer than in the winter due to high ambient temperature. The maximum concentration of odorants was detected in composting pile when mixed manure was being turned followed by inlet, curing, outlet, and screen & packing process. Highest concentration of detected odorous compounds was ammonia ranging from 3.4 to 224.7 ppm. Among the sulfur-containing compounds measured, hydrogen sulfide was a maximum level of 2.3 ppm and most of them exceeded reported odor detection thresholds. Acetic acid was the largest proportion of VFA generated, reaching a maximum of 51 to 89%, followed by propionic and butyric acid at 1.9 to 35% and 1.8 to 15%, respectively. Malodor assessment by a human panel appeared a similar tendency in instrumental analysis data. Odor quotient for predicting major odor-causing compounds was calculated by dividing concentrations measured in process units by odor detection thresholds. In the composting process, hydrogen sulfide, ammonia, dimethyl sulfide, and methyl mercaptan were deeply associated with odor-causing compounds, while the major malodor compounds in the inlet process were methyl mercaptan, hydrogen sulfide, and butyric acid.

• Journal of Cadastre & Land InformatiX
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• v.48 no.2
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• pp.79-98
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• 2018

The purpose of this study is to suggest a model analysing spatio-temporal characteristics of the civil complaints for the officially assessed land price based on big data mining. Specifically, in this study, the underlying reasons for the civil complaints were found from the spatio-temporal perspectives, rather than the institutional factors, and a model was suggested monitoring a trend of the occurrence of such complaints. The official documents of 6,481 civil complaints for the officially assessed land price in the district of Jung-gu of Incheon Metropolitan City over the period from 2006 to 2015 along with their temporal and spatial poperties were collected and used for the analysis. Frequencies of major key words were examined by using a text mining method. Correlations among mafor key words were studied through the social network analysis. By calculating term frequency(TF) and term frequency-inverse document frequency(TF-IDF), which correspond to the weighted value of key words, I identified the major key words for the occurrence of the civil complaint for the officially assessed land price. Then the spatio-temporal characteristics of the civil complaints were examined by analysing hot spot based on the statistics of Getis-Ord $Gi^*$. It was found that the characteristic of civil complaints for the officially assessed land price were changing, forming a cluster that is linked spatio-temporally. Using text mining and social network analysis method, we could find out that the occurrence reason of civil complaints for the officially assessed land price could be identified quantitatively based on natural language. TF and TF-IDF, the weighted averages of key words, can be used as main explanatory variables to analyze spatio-temporal characteristics of civil complaints for the officially assessed land price since these statistics are different over time across different regions.

• Quality Improvement in Health Care
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• v.7 no.1
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• pp.118-131
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• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.