• 한국산업정보학회논문지
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• 제22권3호
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• pp.63-76
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• 2017

전통적으로 군수지원체제 구축과 결과품질에 관심이 집중되는 환경 속에서도 군수현장에서는 상호작용 품질에 대한 사용부대의 니즈가 나타나기 시작했다. 군수 기능 중 보급, 정비, 급양부대가 제공하는 군수지원 서비스품질 차원 중에서 상호작용 품질이 사용부대의 만족에 더 큰 영향을 미친 것으로 나타났는데, 특히 정비기능의 상호작용 품질이 가장 영향력이 크게 나타났다. 설문조사를 통한 실증분석 결과와 현장 군수종사자의 인터뷰가 이를 잘 증명하고 있으며, 고객과 상호작용 활동이 두드러지는 정비 기능의 특성이 이를 뒷받침하고 있다. 또한 상대적으로 직무만족이 높은 정비부대 종사자가 제공하는 서비스가 사용부대의 만족을 향상시키는 결과를 가져왔다.

• Journal of Information Technology Applications and Management
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• 제21권2호
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• pp.31-48
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• 2014

The concept of Health Related Quality of Life and its determinants have evolved since the 1980s. Although many researchers have published articles of technology usage in hospitals and the installation of technology based healthcare system, the research about applying the information technology to improve the patients' perceived quality of healthcare services is still limited. In general, services are deeds, processes and performances that are essentially concerns of the consumer. The healthcare service quality depends on tangible factors, such as equipments, facilities, and the quality of hospital staff and also the intangible ones. The main purpose of this work is to establish new model and find out the contribution of information technology to enhance the patients' perceived quality of healthcare service. We attempted to examine the main information technology related factors in 3 aspects, namely quality of information, the technology accessibility and the community that can improve patients' perceived quality of healthcare services. Offline and online questionnaires were used to measure the patients' perceived quality and were distributed to 384 people in 2 countries, Laos and South Korea. A principle component analysis and multiple regressions were used to verify our model. Results show that the use of information technology has partial positive effect on patient-physician interaction in both countries. However, patient knowledge and patient autonomy which are the 2 dimensions of patient-physician interaction has significant positive effect on patients' perceived quality of healthcare service.

• 통상정보연구
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• 제8권2호
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• pp.37-58
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• 2006

The purpose of this study were to empirically examine the effect of dimension of service quality of internet shopping mall on quality of customer relationship(customer satisfaction) and Relationship of between Future Intention. This study first extracted environment, general interaction between customer and internet shopping mall, personalized interaction between customer and internet shopping mall, interaction between customers and outcome from service quality of internet shopping mall. Then established study model and hypotheses through the review of the effect of service quality of internet shopping mall on quality of customer relationship. and the effect of customer relationship quality on future intention. The results were as follows: At among of the six hypotheses, four hypotheses were accepted and two hypotheses were rejected First, for the relationship between dimensions of service quality of internet shopping mall and Customers satisfaction, only the environment had not significant influence on Customers satisfaction, other dimensions had significant positive influence on satisfaction. second, for the relationship between quality factors of customer relationship and future intention, only Customers satisfaction had not significant influence on future intention.

• 가정과삶의질연구
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• 제22권2호
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• pp.23-35
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• 2004

The purpose of this study is to evaluate child - care effects on young child's aggression in ecological context. For this, main effects, interaction effects and cumulative effects between child care experiences(quantity, quality, age of entry and stability) and maternal behavior as well as characteristics of child(sex, age and temperament) were examined. A total of 62 young children(34 boys and 28 girls) enrolled in child - care center were observed, and mothers and caregivers completed questionnaires. Data was analysed by three - way ANOVA, logistic regression and crosstabs. As result, first, main effects of quantity, rejective and regulative mothering on children's aggression were found. Second, there were significant interaction effects between both quality and quantity of day-care and rejective mothering. In particular, the interaction effects provided evidence that high - quality child - care served a compensatory function for extensive care and rejective mothering. Third, logistic regression analysis revealed risk factors for child's aggression and the effects of these risk factors were cumulative. Interaction effects of day-care quality and cumulative effects of day-care, characteristics of child and maternal behavior on child aggression were discussed.

• 산학경영연구
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• 제17권2호
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• pp.131-159
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• 2004

산업에서 서비스 상품의 중요성과 함께 지각된 서비스품질에 관한 연구가 많이 이루어지고 있지만 지각된 서비스 품질의 유형을 구분하고 이들 유형이 상표태도나 고객충성도에 미치는 영향에 대해서는 연구가 부족한 실정이다. 본 연구는 기존 연구방법과 달리 지각된 서비스 품질을 상호작용품질과 결과품질로 구분하고 이들 지각된 서비스 품질이 고객만족, 상표태도, 고객충성토의 관계 속에서 어떤 영향을 미치는 지를 구조방정식을 이용해서 분석을 실시하였다. 분석결과 상호작용품질과 결과품질은 모두 만족에 영향을 미치나 상표태도에는 결과품질과 고객만족이 영향을 미칠 뿐 상호작용 품질을 영향을 미치지 않는 것으로 나타났다. 그리고 고객충성도에는 전반적인 고객만족만이 유의한 영향을 미치는 것으로 나타났다. 이러한 연구결과는 이동통신 서비스의 경우 결과품질이 고객만족과 고객충성도에 매우 중요하며 특히 고객만족이 고객충성도에 직접영향을 미치므로 결과품질을 통한 고객만족 관리가 중요하다는 점을 시사한다.

• 산경연구논집
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• 제11권12호
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• pp.29-38
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• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• 산업경영시스템학회지
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• 제46권2호
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• 예술인문사회 융합 멀티미디어 논문지
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• 제8권4호
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• pp.647-654
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• 2018

본 연구는 교실 내에서 이루어지는 교사-유아 간 상호작용의 질 증진을 위해 보육교사들을 지원할 수 있는 방안을 찾기 위한 목적을 가지고, 교실 내에서 이루어지는 교사-유아 간 상호작용에 관한 선행연구들을 분석하였다. 본 연구는 교실 내의 영유아와 교사의 상호작용을 증진시키기 위해 보육교사들을 지원하는 목적을 가지는 교사재교육 프로그램을 연구한 선행 연구를 분석의 대상으로 하였다. 선행연구 분석결과는 다음과 같다: 1) 선행 연구들은 교실 내에서 이루어지는 보육교사와 영유아 간의 상호작용에 있어서 언어적인 상호작용에 주로 초점을 맞추어 왔다; 2) 선행 연구들은 보육교실 내에서 이루어지는 교사-유아 간 상호작용을 측정하기 위해 다양한 측정 도구 혹은 코딩 스킴을 개발 및 적용하여 왔다; 3) 선행 연구들은 교실 내 교사-유아 간 상호작용의 질 증진을 목표로 하는 교사의 지원 방안으로서, 멘토링이나 컨설팅과 같이 개별적인 접촉을 선호하여 제안하였다; 4) 선행 연구들이 제안한 교실 내 교사-유아 간 상호작용의 질 증진을 목표로 하는 교사교육 프로그램들은 일반적으로 교사의 건설적인 자기 성찰능력의 향상을 목표로 하고 있었다.

• 한국방송∙미디어공학회:학술대회논문집
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• 한국방송공학회 2012년도 추계학술대회
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• pp.161-162
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• 2012

본 논문에서는 주관적 3D quality of experience (QoE) 평가에 적합한 IACQE (Interactive Assistance Continuous Quality Evaluation) 방법을 제안한다. 이 방법은 크게 3D 평가 영상이 재생되는 디스플레이와 평가 도구사이의 device interaction, 평가 도구와 평가 참여자사이의 human interaction process로 구성된다. Device interaction process는 무선 네트워크 프로토콜 (WLAN and WiFi)을 통해 3D 디스플레를 동작시키는 서버와 평가 도구 사이의 정확한 동기화 및 평가결과 기록 등의 작업을 수행하며, human interaction process는 평가 도구로 사용하는 tablet-pc의 촉각, 시각, 청각적인 자극을 통해 기존의 주관적 3D QoE 평가에서 나타날 수 있는 문제점들을 최소화 한다.

• 품질경영학회지
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• 제43권1호
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• pp.43-56
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• 2015

Purpose: In this research, We made the conceptual frameworks for SEM(Structural Equation Modeling) on Global quality's origin and empirical research. Developing conceptual frameworks is an important step in theory building and theory testing. This research model was developed by strong theoretical foundation which is quality and systematical model. Methods: Questionnaire was developed, and data was collected and analyzed for this study. The analysis was conducted using SEM(Structural Equation Modeling). Results: Results show that process quality and interaction quality are important drivers in customer satisfaction. Customer satisfaction is strongly impact on customer loyalty(repeated purchase). Conclusion: In turbulent business era, Global company require not only excellent quality but also create customer oriented culture and control over operation in the foreign country.