• 품질경영학회지
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• 제35권1호
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• pp.35-51
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• 2007

In terms of company management for market segmentation and creating new market opportunity, Blog service has much important meanings. This study was designed to investigate the casual relationship among service quality, service value, customer satisfaction, and customer loyalty in the given blog service site "Cyworld". Through the empirical results, specific factors of blog service quality were discovered to be amusement, interaction, customization, reliability and convenience. Also rte confirmed that service value intervening between blog service quality and customer satisfaction plays an important role. This paper presents much implications both theoretical and practical side.

• 동아시아경상학회지
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• 제4권3호
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• pp.1-17
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• 2016

Businesses are using culture marketing as a new promotional tool and as a marketing strategy since consumers have desire for not only economical fulfilment, but also emotional and psychological fulfilment. Similar to service industry, medical service industry has started to use culture marketing on its service industry management side. Therefore, this paper will propose necessity and usable culture marketing in hospitals to identify the current position of culture marketing in medical service industry. In conclusion, the present research offers the following implication. First, culture marketing has a partial offsetting impact to those who have negative emotion regarding the medical service industry. This is because of the positive impact of culture marketing on a customer response and customer satisfaction. Moreover, by considering the fact that only a culture synthesis and a culture style have a positive impact, focusing on a culture synthesis and a culture style would be treated as an advantageous strategy.

• 지식경영연구
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• 제19권1호
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• pp.79-95
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• 2018

The purpose of this case study is to analyze the B2C security information service model using the robo-advisor, to develop various service models and to urge new companies to enter. Overseas robo-advisor service market is growing rapidly with the launch of various B2C service models beyond B2B. On the other hand, as the domestic market is dominated by B2B services and serviced just index portfolio which is nascent, it lacks products which are used for active asset management. Recently as the government announced the approval of online investment advisory service, the B2C market of domestic asset management has entered a growth phase, centered on generations familiar with IT. We propose to extend the concept of Robo-Advisor service in accordance with the financial market change. By that model, we will study the case of the algorithm of the investment masters' philosophy and contribute to the expansion of the B2C service market.

• 품질경영학회지
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• 제44권4호
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• pp.965-981
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• 2016

Purpose: This study aims to propose Kano-SERVQUAL integrated approach as an effective tool for evaluating auto service quality attributes to enhance the use of SERVQUAL. Methods: The Kano-SERVQUAL survey was conducted to evaluate customer perception for 28 auto service quality attributes which were obtained from auto service expert in 'H' company. The correlation analysis of SI(Satisfaction Index), DI(Dissatisfaction Index) and expectation values are conducted in this study. Results: The 28 auto service quality attributes are classified into attractive attributes and one-dimensional attributes. The results of this study show that the correlations between the customers' expectation values and DI is strongly positive correlation with 1% significance level, expectation values and SI is negative correlation with 10% significance level. Conclusion: The results show that the purposed Kano-SERVQUAL integrated approach provides a deeper understanding of service quality attributes in that it distinguishes the customers' expectation values between highly expected attributes(e.g. must-be attribute) and less expected attributes(e.g. attractive attribute).

• 정보처리학회논문지D
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• 제10D권6호
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• pp.1017-1024
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• 2003

지니는 자바 기줄의 특성을 가장 잘 살린 홈네트워크 미들웨어이다. 하지만 지니를 기반으로 홈네트워크 서비스를 제대로 지원하기 위해서, 지니 시스템은 어려운 일련의 작업과 복잡한 관리를 필요로 한다. 본 논문에서 개발한 서비스 고리 시스템은 자동화 모듈을 포함하고 있는 서비스 제공자 컴포넌트와 룩업 서비스 컴포넌트이다. 본 자동화 모듈은 지니 시스템에서 필요한 라이브러리, 실행하고 있는 컴퓨터의 환경정보, 지니 서비스를 위한 클래스 파일 시스템 구성 정보의 탐색과 설정을 자동화하였다. 본 시스템은 지니 홈네트워크 실행환경의 자동화, 서비스 관리 구조의 단순화 및 서비스 실행의 시각화를 통해 서비스 관리자나 서비스 제공자에세 효율적인 서비스 관리 환경을 제공한다 .

• 정보처리학회논문지C
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• 제13C권6호
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• pp.701-708
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• 2006

현재 여러 종류의 홈 네트워크(home network) 기술들이 존재하고 있으며, 단일화된 홈 컴퓨팅(home computing) 환경을 위해서는 서로 다른 네트워크 프로토콜간의 연동이 필수적이다. 이를 위하여 여러 종류의 홈 네트워크 미들웨어(home network middleware)가 개발되었고 특히 OSGi (Open Service Gateway Initiative)는 다양한 미들웨어 환경 사이의 서비스 상호연동을 제공하기 위해 제안되었다. 그러나 OSGi의 실행환경인 프레임워크(framework)는 수동적으로 서비스 번들(service bundle), 사용자 및 장치 관리 등을 수행하는 취약점을 가지고 있다. 본 논문에서는 사용자들의 편의성을 위해 수동적으로 관리되는 부분들의 문제점을 개선하고자 한다. 이를 위하여 자동화 서비스와 효율적인 서비스 번들의 관리를 위한 SBM (Service Bundle Manager)의 구조를 제안하고, SBM을 구현하여 SBM의 실효성을 검증하였다.

• 보건의료산업학회지
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• 제4권1호
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• pp.71-86
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• 2010

The purpose of this study is to promote efficiency of hospital management with customer satisfaction by understanding qualitative system about more systemic hospital service coordinator's job under analyzing the satisfactory degree and coherence of hospital service coordinator's job because of increase of customer need level by medical environment improvement and the variety of offering method of medical service. I allocated a questionnaire per each hospital around dentistry, Oriental medicine clinic, plastic surgery in medical examination department and withdrew questionnaire on total 662 hospitals. According to the study results stated above, generally necessity on employment of a hospital service coordinator appeared high and To the necessity, I considered that a hospital service coordinator's job must strengthen the role for going still more to customer with discriminated mind and service not simple kind service to medical consumer, with establishing more systematic and realistic educational culture in qualification and educational department of a hospital service coordinator. Also a hospital service coordinator must be changed to promote customer satisfaction and efficiency of hospital management by more systematic business assignment and role establishment.

• 품질경영학회지
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• 제39권2호
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• International Journal of Quality Innovation
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• 제9권1호
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• pp.113-133
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• 2008

In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

• International Journal of Knowledge Content Development & Technology
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• 제2권2호
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• pp.31-45
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• 2012

This study prepared a foundation to provide high-quality services in a stable and effective way to meet the customer expectations, by building up and establishing an ISO 20000 certified IT service management system and protecting the information assets from various threats through effective system operation that meets the requirements of international standards, in order to ensure the reliability and stability of NDSL public services provided by KISTI Information Service Center and to enhance the customer satisfaction.