• Proceedings of the Korean Society for Quality Management Conference
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• 2010.04a
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• pp.151-156
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• 2010

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommumication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here.

• Journal of the Korea Safety Management & Science
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• v.11 no.1
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• pp.143-153
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• 2009

One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.

• Korean journal of food and cookery science
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• v.14 no.5
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• pp.482-491
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• 1998

The objectives of this study were to characterize the food service managements in university food services. In a survey involving university food service centers throughout the country, the importance, performance scores and policies for food service management were investigated. Of the total 40 institutions surveyed, 23 were run directly by the institution, eight by contract, and nine by rental. Data were analyzed by t-test, ANOVA using the SPSS program. Management system was evaluated separately for organization, human resources, finance, nutrition education, purchasing, quality control, sanitation and safety, and marketing for their relative importance, degree of performance, and policy establishment. It was found that the relative importance scored higher than the degree of performance and policy establishment. When rhe relative importance for the direct, contract and rental operations was compared, the rental operation scored the highest. Performance score of direct was the highest in direct operation. The findings of this research suggest that the university food service should be creative through systematic management, and further research is needed to evaluate various variables that influence productivity, such as employee morale, pleasant working environment, customer satisfaction, and introduction of TOM for university food services.

• Journal of Families and Better Life
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• v.22 no.3
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• pp.35-46
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• 2004

The purpose of this study was to examine the residents' opinions on the degree of importance, and satisfaction with, the managerial service of multi-family housing. Residents' participation in managerial activities was also examined, because residents' opinions should be taken into serious consideration in order to improve the efficiency of housing management. Research methods used in this study were survey, field study, and content analysis of professionals' opinions. Survey data of 520 residents who live in multi-family housing were analyzed by means, frequencies, correlation, chi-square tests, t-tests, one-way ANOVA, post-hoc estimation (Scheffee test), and regression. The major findings of this study were as follows: First, many residents were dissatisfied with the quality of managerial service, but they thought that managerial services were very important. For example, they thought that safety inspection of the playground was very important, yet the current level of service was not satisfactory. Second, the characteristics of residents that determined the degree of residential satisfaction were income the location of the residence, and degree of participation in the community events. Third, the residents generally did not want to participate in the managerial services and community programs through such activities as participation in resident committee. In order to improve the housing management efficiency, residents' participation is critical. Some participants in this study pointed out that the details of management service and future plans need to be made public. New management models need to be developed to promote residents' participation and increase their satisfaction in the management.

• Journal of the Korea Safety Management & Science
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• v.21 no.2
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• pp.15-23
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• 2019

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.

• The Korean Journal of Health Service Management
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• v.12 no.4
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• pp.85-102
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• 2018

Objectives: In order to cope with the quality and the substantiality issues in long-term care for the elderly, we should have a wider view of long-term system components based on the understanding of health care organizations, management services, support for care providers and beneficiaries, education of the workforce, and management of finance and resources. Methods: For resolving the issues raised and offering guidance in the area of long-term care, we reviewed 20 reports and documents of the government and government-related institutions using the Internet home pages of the Australian government and the related organizations in the health care sector. These organizations are undergoing a huge system reform to implement consumer-directed care since 2015, in the areas of service, resources, finances, organization, and management. Results and conclusions: The study outcomes can have some implications for the long-term care system in Korea based on the differences in the service components. The results can provide basic information for improving the long-term care service, and can have several other implications for long-term care in Korea.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.68-80
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. This analysis helped determine us two alternatives to naming the dimensions. Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.639-645
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Korea Journal of Hospital Management
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• v.24 no.2
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• pp.23-37
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• 2019

The purpose of this study was to investigate the effect of fairness, culture, and service points on organizational management to maximize the ability of organizational members. The subjects of the survey were selected from major hospitals, small and medium hospitals. A total of 500 questionnaires were distributed, but 404 (80.8%) were used for the final analysis. The SPSS WIN 20 program was used to analyze the collected data. The following conclusions were obtained. First, in this study, organizational fairness did not show any general difference, and fairness was obtained with relatively high scores. In terms of improving organizational culture, size of hospital there is a statistically significant difference. the larger the organization, the more the organizational culture needs to be improved. Organizational fairness were significant differences in service encounter points and size of hospital. Second, the correlation between fairness, organizational culture improvement, service contact point and management performance showed a very positive correlation. Third, fairness has no effect on business performance. However, in this study, organizational culture improvement and service contact points are statistically significant and positive (+) influence on dependent variable management performance. Therefore, in order to improve the organizational culture of the hospital, it is necessary for the CEO to the vision, core, to discuss and make a reasonable plan. In order to actively cope with rapidly changing hospital environment, it will be necessary to positively support the of new medical market and the increase of market share.

• Korea Journal of Hospital Management
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• v.19 no.2
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• pp.73-88
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• 2014

Objective: This research investigates how to increase the quality of medical service and supply high quality of medical service to patients. By using Kano Model theory we examines what medical service attributes the hospital would be conducted preferentially for patient's satisfaction and provides informations of management strategies for hospitals. Method: To study patients' perception of medical service quality, first we performed pilot test to derive 30 medical service attributes. With 30 medical service attributes, we conducted survey of 300 subjects who have experienced medical services in 6 months. To examine patients' conception of medical services, a modified Kano's questionnaire using 5 scale is applied. Finally we calculated SI(Satisfaction index) and DI(Dissatisfaction index) and PCSI(Potential Customer Satisfaction Improvement) index with Kano's Model analysis results. Key Findings: We found that the quality of medical service categorized in 15 one-dimensional elements, 9 must-be elements and 6 indifferent elements. Moreover the attribute of gives prompt services and have patient's best interest at heart scored the highest SI, whereas the attributes of accurate and precise medical service, exact records, enough explanation and polite attitudes are the highest score of DI. And also good explanation of the bill scored the highest PCSI. In this study findings indicate that while medical service providers try to increase patients' satisfaction by improving hospital's environments, patients' perception of trust and good interpersonal relationships with medical service providers have strong and positive impact on patients' satisfaction.