• Journal of Korean Society for Quality Management
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• v.27 no.3
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• pp.94-112
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• 1999

It is booming to use computer and information owing to the information society. As software applications have grown, so too has the importance of software quality. Therefore, software quality measurement and evaluation are necessary to satisfy the users who are using computers. The ISO/IEC 9126 defines six quality characteristics and twenty-one subcharacteristics including forty inter quality characteristics. We developed software measurement and evaluation technique using the check list in accordance with the ISO/IEC 9126 in design phase. We applied idea and concept of Total Quality Management in order to evaluate and measure the quality of software. Namely, it is the concept such as "you should do it right the first time." or "you have to build quality in the process." We executed the quantitative evaluation of software, also had shown the distinctive result in order that users and developers can find the errors easily. We evaluated the quality of academic softwares in order to verify developing technique at S college. As a result of the evaluation, this college has found it necessary to maintain the software as soon as possible because academic systems are not adequate for users at this present time.

• Journal of the Korean Society of Tobacco Science
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• v.5 no.1
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• pp.57-66
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• 1983

This study was carried out to estimate the quality of six Korean aromatic tobacco vatsieties by using the methods which suggested by Shmuk, Bruckner, Pyriki, Phillip and Tso. The results are as follows: 1 . The order of quality which estimated by the methods of Shmuk, pyriki, and phillip was 378-8 780-35 374-3 7801-19 Sohyang Hyangcho. 2. The order of quality by Bruckner's method was 7801-35 378-8 Sohyang 374-3 7801-19 Hyangcho. 3. By Tso's method the order of quality was 7801-35 374-3 378-8 7801-19 Sohyang Hyangcho. 4. In view of usability index the order of quality was Hyangcho 7801-19 Sohyang 378-8374-3 7801-35.

• The Journal of Information Systems
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• v.16 no.4
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• pp.107-129
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• 2007

The purpose of this study is to examine the effect of logistics service quality and relationship orientation factors on customer satisfaction and loyalty in the electronic commerce context. Based on extensive review of relevant literature, nine components of logistics service quality(i.e. information quality, ordering procedures, ordering release quantities, timeliness, order accuracy, order quality, order condition, order discrepancy handling and personnel contact quality) and six components of relationship orientation(i.e. trust, bonding, communication, shared value, empathy and reciprocity) are introduced in this study. And a conceptual model is developed and five research hypotheses are empirically examined using structural equation modeling. The findings indicate that logistics service quality and relationship orientation are positively and significantly associated with customer satisfaction, and customer satisfaction is the antecedent variable of customer loyalty in the Internet Shopping Mall. In addition, a significant impact of logistics service quality on relationship orientation of the customer is revealed. Implications of these findings are discussed, and limitations of the study as well as further research directions are addressed.

• Journal of Information Technology Services
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• v.21 no.1
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• pp.21-40
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• 2022

Advances in information and communication technology have introduced self-service technologies (SSTs) to service companies, changing the way they serve. In addition, as SSTs are expanding for low cost and high efficiency, opportunities for technology to interact with consumers have increased. Restaurant managers have the advantage of the SSTs win-win strategy, which allows consumers to freely receive the products or services they want, but some consumers have low satisfaction of the SSTs, especially elder people and the blind. This study examines the effect of unmanned order payment technology on service quality evaluation. For this, we interviewed a total of 12 consumers in their 10s to 50s with the experiences of using unmanned order payment technology, applying the Grounded Theory Method(GTM). Through a review of the research participant interview materials, totally 84 concepts were derived and the concepts were analyzed to derive 15 subcategories and 10 upper categories. Finally, a paradigm model of the effect of unmanned order payment technology on service quality assessment was derived. It also found the importance of consumers' sense of obligation to use unmanned order payment technology, recognition of advantages (e.g., time savings), recognition of shadow labor, and recognition of whether the technology usage process is in the service quality assessment stage.

• The Korean Journal of Community Living Science
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• v.11 no.1
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• pp.9-18
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• 2000

The purposed of the study was to assess customer satisfaction concerning foodservice quality characteristics by using developed DINESERV model for university employee foodservices. Specially, it was intended to develop the tool which assesses the differences between customer importance and perceptions of customer with actual foodservice delivery by university employee foodservices. Questionnaires were distributed to 300 un9iversity employees. Total 230 university employees responded with a usable response rate of 67.7%. Statistical data analysis was completed using SAS programs for descriptive analysis and t-test. The results of the study are as follows: 1) Employees´first choice was distance when they select foodserveices. They answered their preference as the first factor when they order menu in the foodservices. The first complain factor concerning university foodservices was the taste of food. 2) Customers did not satisfied with the foodservice quality of university employee foodservices. Importance mean score of service quality was 3.81 out of 5 but percption mean score of service quality was 3.10. Importance mean score of food quality was 4.11 out of 5 but perception mean score of food quality was 2.96. 3) Customers´satisfaction of service quality by dimensions were as following order: assurance > reliability > responsiveness > empathy > tangibles. And customers´satisfaction of food quality by dimensions were as following order: nutrition > food > price > sanitation. There were no significant difference about customer satisfaction between contracted management and self-operated.

• The Journal of Information Systems
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• v.32 no.2
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• pp.1-24
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• 2023

Purpose The aim of this study is to investigate how system quality, privacy concerns, and usefulness impact user satisfaction and word-of-mouth intention towards smart order services among Chinese consumers. The study also seeks to provide both theoretical and practical implications based on the findings. Design/methodology/approach This study conducted an empirical study on Chinese consumers through an online survey on 274 users of smart order service in China. To analyze the data, frequency analysis, reliability analysis, and confirmatory factor analysis were performed using SPSS 26.0 and AMOS 26.0 statistical programs, and structural equation model was used for hypothesis testing. Findings The study results are as follows. First, system quality was found to have a positive effect on usefulness and user satisfaction. Second, privacy concerns were found to have a positive effect on user satisfaction, but not on usefulness. Third, user satisfaction was found to have a positive effect on consumers' word-of-mouth intention of the smart order service. Finally, mediating effects were found between system quality and user satisfaction through usefulness, as well as between system quality, perceived privacy concern, and usefulness through user satisfaction.

• Journal of Korean Society for Quality Management
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• v.19 no.2
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• pp.133-137
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• 1991

In this paper, the queueing system in series is studied. The system is a tandem queueing system which has three stations. In system, one service station has a general distributions and two service stations have exponential distribution. Each station has a single server. The customer arrives with Poisson process and is serviced sequentially. It is assumed that the order of stations does not affect the quality of services. Using the light traffic approximations, the optimal order of the system which has the three stations is decided.

• Journal of Korean Society for Quality Management
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• v.31 no.4
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• pp.117-126
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• 2003

In order to maximize the effect of TQM in the Korean industry, quality circle activity as a bottom­up management should be expanded and revitalized. Quality circle activity can be regarded as a kind of knowledge activity where new knowledge is created and knowledge is shared in the economy. This paper proposes new metrics of intangible effect as knowledge assessment focusing on the intellectual capital aspect of quality circle activity, that may be useful for revitalizing quality circle activity from viewpoints not only of financial effect but also of intellectual capital aspect. New metrics of intangible effect consist of two factors： the intellectual capital effect and the intellectual maturity effect. In order to test the validity of new metrics, a case study of 11 companies was done. The result of the case study is that two factors as an intangible effect of quality circle activity should be evaluated to identify the total effect of quality circle activity correctly.

• Journal of Distribution Science
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• v.13 no.1
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• pp.93-103
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• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• Management & Information Systems Review
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• v.6
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• pp.187-204
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• 2001

As a competition between a country and a company becomes fierce and the quality information, reliability and quality guarantee of a product are more emphasized, quality has become an important strategic task of a company. A company today has a strategic quality management system for quality improvement in order to perform such a strategic task. The content of this are as follows. Classify the types of quality strategy of our manufacturing companies when the necessity of a strategic quality management increases in order to adapt to a rapidly changing management environment and study the characteristics of a quality management activity factor of quality strategy. The content and meaning of this analysis are summarized as follows. Confirmed qualify management activity in which quality strategy could be used by analyzing the effects by tendency of a quality management activity factor by quality strategy. It was a product/service factor that a quality management activity factor contrasted most clearly by tendency of quality strategy. Also, it can be said that this study set the foundation of quality strategy of our manufacturing company in a methodological way because this can be used in developing the theory and model of quality management and in verifying them by confirming and embodying the main area for successful quality management through comparing and analyzing factors related with main areas of quality management.