• Asia pacific journal of information systems
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• v.14 no.3
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• pp.23-55
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• 2004

Interests on Service Level Agreement(SLA), an immanence operating tool for managing the level of the information system service objectively and qualitatively, were raised among IT outsourcing service providers, outsourcers, and operating departments. Yet, only a few domestic conglomerates adopted the SLA, and exact usage of the SLA is currently unknown. Because of the importance of the SLA between a service recipient and a service provider, the agreement is treated with high confidentiality. This raised the problems to organizations which are considering the SLA but lack in the concrete guide line to internalize SLA management process. This study provides the process model of implementation for SLA by conducting multiple case research. The sampled companies are currently implementing the SLA over 1 year of usage period. Factors were used to provide the managerial contribution for implementing the SLA. To analyse the case samples, in-depth interview method was conducted for each sampled company. As a result, if SLA can be used as an immanence managerial tool and can be actively implemented, it will be an strategic tool for various decision making in IT management practice with long term relationship, better shared partnership, and continuous service improvement.

• Management & Information Systems Review
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• v.2
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• pp.295-310
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• 1998

This exploratory study examines critical quality factors of store that can give access to credit card. The procedures of developing instrument is followed by recommendations on the developing measures of marketing constructs. The results shows that service quality of store available for credit card is divided four dimensions(personal service, payment-approving service, information-providing service, problem responsiveness service). These dimensions and scales are verified through the assessment of reliability and validity. Finally, the importance of personal service is showed to be different across types of industry.

• Journal of Korean Society for Quality Management
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• v.29 no.3
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• pp.97-108
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• 2001

The information system for measuring and analyzing service quality of telephone network is designed on the service quality scheme recommended by ITU(International Telecommunication Union) in this study. The information system is composed of the equipments which measure service quality and the systems which analyze the measured data. The schedule algorithm for effectively operating measurement equipments which are located over public switched telephone network is proposed. The functions of the Information system are Introduced. The information system improves the service quality effectively.

• Journal of Korean Society for Quality Management
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• v.29 no.1
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• pp.173-183
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• 2001

This paper investigates service quality in the automobile service industry. The model used to study service quality in the domestic automobile industry is "SERVQUAL", introduced by Parasuraman, Zeithaml and Berry. Using this model, we survey consumer′s expected and perceived service qualities. The gap between these qualities is analyzed in five quality dimensions. We test whether these gap scores are different depending on the service providing company.

• Journal of Korean Society for Quality Management
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• v.40 no.1
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• pp.25-38
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• 2012

Service FMEA may yield several possible corrective actions for each failure mode with large RPN. Corrective actions for each service failure are usually interrelated with the customers and environmental elements of the service system. SWOT analysis can provide an effective way to analyze the inner and outer environmental impacts for each corrective action. In this paper, we suggest a way for selecting and ranking corrective strategy in service operation based on SWOT analysis. Every candidate of corrective action strategy is ranked and evaluated on the basis of the impact factors of the SWOT variables, correlations between possible corrective actions and SWOT variables, and RPNs of service failures. The most desirable set of corrective actions is selected considering the preference score of each corrective action, required resources and budgetary allowance. The proposed methodology is demonstrated with an illustrative example.

• Journal of Information Processing Systems
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• v.16 no.5
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• pp.1095-1104
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• 2020

This paper introduces a design scheme of intelligent gas valve management and service system based on Internet. This scheme adds sensor and general packet radio service (GPRS) modules to the traditional gas valve and establishes communication connection between gas valve and the server through wireless packet communication technology, which makes the traditional gas valve have the networking ability. Compared with the traditional gas valve management and service business, the method proposed in this paper is more convenient and efficient.

• The Korean Journal of Health Service Management
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• v.13 no.2
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• pp.27-38
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• 2019

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.6
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• pp.417-425
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• 2020

This paper investigates the potential impact of external factors on bid/no-bid decision for supervision consultant service on construction project in Hanoi, the capital of Vietnam. The data used in this study are secondary data taken from annual reports and sourced from the Department of Public Procurement, Ministry of Planning and Investment in Hanoi. Besides, to identify the impact of external factors on bid/no-bid decision for supervision consultant service on construction project in Hanoi, the study collected data from 272 qualified questionnaires from bidders doing business in Hanoi. Cronbach's Alpha, EFA and regression model are used to explore the impact of each independent variable on bid/no-bid decision for supervision consultant service on construction project. The results show that three external determinants, including Project characteristic (PC), Legal codes (LC) and Competition (C) are affecting bid/no-bid decision for supervision consultant service on construction project in Hanoi. Among them, Project characteristic (PC) and Legal codes (LC) have positive relationships with bid/no-bid decision for supervision consultant service on construction project, whereas Competition (C) negatively affects bid/no-bid decision for supervision consultant service on construction project. It means the more contractors actually participate in a bid, the less bid/ no-bid decisions are made.

• Korean journal of food and cookery science
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• v.31 no.1
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• pp.72-82
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• 2015

The purpose of this study was to investigate workers' perception on the quality improvement of Korean restaurants for the globalization of Korean food. A total of 342 workers at Korean restaurants in Seoul and Gyeonggi province were surveyed using a self-administrated questionnaire. Excluding responses with significant missing data, 250 responses were used for data analysis. In terms of the improvement of service quality attributes, the 'sanitation management (4.51)' category received the highest score, followed by 'service skill (3.93)', 'menu development (3.90)', 'serving method (3.88)', 'facility and ambiance (3.84)', and 'food taste (3.40)'. There were significant differences of workers' perception on the improvement of service quality which were 'menu development (p<0.01)', 'service skill (p<0.001)', 'facility and ambiance (p<0.001)', and 'sanitation management (p<0.01)' by restaurant operation type, and 'service skill (p<0.001)' and 'facility and ambiance (p<0.001)' by workers' position. The mean score of each service quality category showed that Korean restaurants managed by a franchisor were ranked the highest. In each service quality category, the items which showed the highest scores for the improvement were 'developing the finest cuisine (4.08)', 'providing food seasoning according to customer requests (3.70)', 'proving ladles, tongs, and extra plates which enable customers to take as much food as they want (4.12)', 'staff's ability to explain menu (4.08)', 'using tableware appropriate to each dish (4.03)', 'sanitary management of the provided tableware (dishes, spoons and knives) (4.57)', and 'thorough toilet management (4.57)'. This research suggests that Korean restaurants need to improve service quality to globalize Korean food, and the strategies for service quality management should be developed to be applied to each restaurant operation type.

• The Korean Journal of Food And Nutrition
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• v.30 no.3
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• pp.427-432
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• 2017

The objective of this study to investigate the satisfaction of elementary and middle school students in Chungnam province. We surveyed related to school food service, concerns about food ingredients and dietary life, perceptions of free school food service and satisfaction the quality and management of the school food service. Furthermore, this survey with the previous. Compared to year, frequency of education related to school food service and concerns about food ingredients and dietary life. Perception on free school food service increased 1.2%, not statistically significant. Satisfaction for the quality of the school food service statistically significant increase compared to 2015. ore individuals educated the foods' county-of-origin and a higher concern the food materials and dietary life, subsequently higher satisfaction for the quality and management of school food service. The results of this study suggest that concern and concentration on software of school food service such as education and guide are important.