• Journal of Preventive Medicine and Public Health
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• 제35권3호
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• 한국정보과학회논문지:소프트웨어및응용
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• 제30권7_8호
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• pp.618-641
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• 2003

소프트웨어 제품의 품질을 평가하기 위한 방법으로써 품질 요소, 품질 항목 및 여러 가지 메트릭을 이용한 품질 모델들이 제시되어 왔다. 하지만, 소프트웨어의 품질을 보다 정확하게 평가하기 위해서는 각각의 특징에 맞는 특화된 모델이 필요하다. 본 논문에서는 소프트웨어 컴포넌트 개발에 있어서 개발이 진행중인 상태의 소프트웨어 내부 속성에 적절한 메트릭을 적용시킨 결과를 이용하여 개발 완료 후의 소프트웨어가 가지게 되는 외부 품질을 어떻게 추정하는지에 대한 외부 품질 추정 모델을 제시한다. 소프트웨어 품질을 측정하기 위한 메트릭을 적용한 결과로써 품질 자체를 측정하는데 한정하지 않고, ISO 9126에서 제시하는 소프트웨어의 내부 속성을 이용하여 소프트웨어 컴포넌트 개발의 각 산출물에 어떻게 적용시키는지에 대한 모델을 예제를 통하여 제시한다.

• 품질경영학회지
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• 제38권1호
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• pp.108-114
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• 2010

In this research, we study to find core factor of the perceived quality of internal quality and external quality factors on agriculture products and food industry. By empirical research, we prove that the perceived quality effects to the customer attitude on agricultural products and food Industry. The results of this research can contribute in working-level practical use about quality problem in agriculture products and food industry. The latest interest of customer attitude on agricultural products and food Industry is being rosed.

• 보건의료산업학회지
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• 제6권4호
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• pp.153-163
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• 2012

The purpose of this study is to measure IPA(Importance Performance Analysis) of the hospital choice factors between internal and external customers at rural general hospital. This study was used 5 types of choice factor such as physical, human, accessibility, connection, and external image. Also, this study was used IPA which can be applied to identify the strengths and weaknesses quality attributes from customers' viewpoint by simultaneously evaluating importance and performance. IPA was assessed using a sample of 98 patients and 96 internal employees who work at C general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 13 to March 30 in 2012 and analyzed SPSS 18 by using frequency, paired t-test and scatter plot graph. The results of IPA show that "Keep up the good work" quadrant was human factor and "Low Priority" quadrant was physical and connection factors between internal and external customers. The finding of this study will be applied to improve human service quality in administrative department of hospital. Also, this study presents primary data for correct decision making to authorities of local hospitals that have concern about hospital strategy. The implications of this study are discussed and areas for future research are presented.

• 한국조리학회지
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• 제22권8호
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• pp.78-88
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• 2016

This study conducted to find influences of selection attributes on consumer satisfaction as perceived by low-cost restaurant visiter by considering personal value. Developed survey was distributed and 428 sample who visited the low-cost franchise restaurant were employed the statistical analyze. The internal value and the external value included individual value in order to estimate the influence of the choice factor of the low-cost franchise restaurant on the quality of the product, and the choice factors were consisted of 3 variables that are quality, accessibility and service. Regression analysis was conducted to verify the relationships among the variables. As a result, the internal value (${\beta}=.236$, p<.0.01), and external value (${\beta}=.352$, p<.001) have the significant positive relationships with respect to quality. Second, the external value (${\beta}=.305$, p<.001) has the positive relationship with regard to accessibility, but the internal value has no significant relationships with level of accessibility. Third, the internal value (${\beta}=.828$, p<.001) has the significant positive relationship with regard to service, but there was no significant influences between external value and service in this study. Fourth, the internal value (${\beta}=.472$, p<.001), the external value (${\beta}=.479$, p<.001) were critical antecedents of the quality. Last, while quality (${\beta}=.858$, p<.001) has significant positive relationship with satisfaction, but it didn't show any relationships with accessibility and service.

• 한국항만경제학회지
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• 제22권1호
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• pp.125-149
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• 2006

The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

• 한국조리학회지
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• 제8권1호
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• pp.107-123
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• 2002

As result of analysis of the importance in this study majority the answerers indicated as recognize it important and indicated that shows difference in average among the groups. In the age there was difference among group by marketing quality and symbolic quality of menu was indicated and in the symbolic quality factor of menu as the younger age indicate much more important. There was no factor indicates do florence in average among groups subject to educational degree however, in the marketing quality and symbolic quality of the menu the higher academic degree regards it higher as indicated. As a result of difference analysis subject to channel of education it indicated as appearance of difference among the groups among factors of internal quality, marketing quality and symbolic quality of the menu. The average among groups subject to number of consecutive years indicated as there is difference by factors of external quality, internal quality, marketing qualify and symbolic quality of the menu and, the service group between 15~20 years as longer servicing period evaluate lower.

• 대한안전경영과학회지
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• 제13권2호
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• pp.185-193
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• 2011

The successful and sustainable growth of SMEs depends on their ability of strengthen their competitiveness in quality and cost and service more than anything else as a fundamental of operation. Among these key competitive factors of SMEs, quality is the most critical factor in manufacturing business fields. There are many different ways to improve the quality performance but it needs proper management decision to choose the best way what can maximize outputs with minimum inputs. And it needs effective measurement methods and some indicators to analysis the quality performance properly. The quality cost is one of the simplest key indicators to measure the quality performance and the effectiveness of quality related management decisions. In this study, through survey on local SMEs, we found that their average annual quality cost ratio versus turnover - total amount of annual quality cost divided by annual turnover - is around 3.69% excluded some SME's performances what have different quality control measures with others. And we found some results what corresponded with the early studies on the correlations between those categorized quality costs factors and some discrepancies between some of the literature model and the early case study results as follows. There were negative correlations between the Prevention costs and the External failure costs, and the Appraisal costs and the External failure costs, and there was positive correlation between the Appraisal costs and Internal failure costs same as early studies. But, we couldn't found any strong negative correlations between the Cost of control - Prevention costs & Appraisal costs - and the Cost of Failure of control - Internal & External failure costs -.

• 경영과학
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• 제26권2호
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• pp.61-70
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• 2009

This study gives the quality factor evaluation of rubber gloves manufacturing, including a systematic classification of poor durability(internal quality factors) and look bad(external quality factors) as well as the types of defective items, along with the relationship between quality factors and the defective types. The relationship analysis between quality factors and the defective types are performed with AHP(Analytic Hierarchy Process) technique. The results of our study will be useful for quality management activities and manufacturing process in rubber gloves manufacturing companies.

• 대한안전경영과학회지
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• 제14권4호
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• pp.291-301
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• 2012

Quality management activities are an important factor that they could be regarded as a most significant drive to prompt growth of a corporation. From this research as core strategy of the enterprise single ppm wants to emphasize the importance of the quality management activity. The Empirical results are summarized as follows, for successful Single PPM, leadership and corporate culture should be based on. As Single PPM activities factor, Customer Management significantly affects Single PPM Performance. Therefore, to the success of quality management activities, internal corporate leadership and corporate culture must be formed. And for customer management, should take advantage of a variety of the company's internal and external information strategically.