• 품질경영학회지
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• 제30권2호
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• pp.160-180
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• 2002

This is an exploratory research to examine the high-speed Internet access service's quality There are relatively scanty studies on telecommunication service quality such as the high-speed Internet access service. It has long been considered that service qualify are composed of process quality and outcome quality. Conducting an empirical research, we proposed that traditional outcome quality should be segmented with technical quality and outcome quality. Outcome quality is related to meeting consumer's needs to seek terminal value. In this paper, we explore to diagnose the well-known SERVQUAL's applicability to telecommunication industry and suggest some strategic and practical implications.

• 대한간호학회지
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• 제28권1호
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• pp.17-25
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• 1998

This study was done to evaluate the quality of clinical nursing care using the variables of structure, process, and outcome and to analyze the relationship between the variables. This study also explored which variables are validating indicators to evaluate the quality of nursing care. The results analyzed by multiple regression showed that, generally structural variables did not contribute to the variance in outcome scores, but process variables of nursing care contributed significantly to the outcome variable of patient satisfaction. A combination of structure and process variables explained outcome variables more than structural variables alone. Also, patient satisfaction and hospital preference were significantly related to each other. Therefore, if nursing quality evaluation relies solely upon on structural variables such as number of available nurses and workload, it would be inaccurate because process variables of nursing care are strongly related to outcome variables and the two categories of structure and process variables helped to strengthen the relationships. Thus, it is important to focus on variables of structure, process, ant outcome together in evaluating nursing care quality.

• Journal of Information Technology Applications and Management
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• 제16권3호
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• pp.45-58
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• 2009

This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

• 간호행정학회지
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• 제3권1호
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• pp.107-118
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• 1997

This study was designed to obtain basic data for development of evaluation tool which would be needed to measure the outcome of general quality nursing care of individual patient. The purpose of this study was to analyze and classify the outcome indicators of quality nursing care. The 29 articles of quality nursing care and outcome measures were selected coveniently, and analyzed to classify the outcome indicators of quality nursing care using open coding method. The results of this study were as follows: 1. Quality nursing care was defined as level of excellence of nursing care to achieve good patient outcome. 2. The 6 domains of which were health status, satisfaction, self care, patient progress and prognosis, and compliance were identified in outcome indicators of quality nursing care 3. Seven indicators of health status domain which were perceived health status, quality of life, well-being, daily activities, physical-physiological status, psychoemotional status, and social role functioning were identified. 4. Two indicators of satifaction domain which were patient satisfaction and family satisfaction were identified. 5. Three indicators of self care domain which were skill, knowledge, and home management were identified. 6. Seven indicators of patient progress and prognosis domain which were change of clinical status, resolution of nursing diagnosis and problem, days of stay, dicahrge state, recovery state, survival were identified. 7. compliance with therapeutic direction compliance was identified as an indicator of compliance domain. 8. It was sugested that studies for development of evaluation tools for outcomes of quality nursing the results of this study could be executed

• 간호행정학회지
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• 제2권2호
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• pp.59-71
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• 1996

Today, quality management is appearing as a critical issue in the field of health care service, partly because of increasing cost of health care. And qualified health care is also accepted as the right of clients, and the responsibility of health professions. So nursing profession can survive and develop only through the quality management of nursing practice like other health professions. Recently, Consumers of nursing service require the effectiveness and the efficiency of nursing practice. Effectiveness and efficiency of nursing practice can be accomplished by outcome evaluation. The focus of outcome evaluation in nurisng practice is on the change which occures in patient's health status with nurisng intervention. Evaluation of outcome is difficult because of some related problems which should be solved, or managed. These problems could be classified as problems of measurement, and attribution. To solve the problems and to evaluate the outcome in nursing practice more accurately, following tasks were suggested. 1) Outcome indicators, and outcome measurement tools should be developed. For these purpose, outcome variables that nursing interventions can contribute primarily should be found out. Also, outcome variables which are driven from nursing theories should be developed. 2) Outcome researches which can explain the effect of nursing care to patient outcomes should be performed. The outcome researches are the methods which can increase the power of nursing profession. 3) Models which can be used for the systematic and scientific quality management in nursing practice should be developed. The models should include outcome variables, and be able to explain the relationship between structure, process, and outcome aspects of quality management. 4) The method which can make patients participate in the evaluation process of quality of nursing practice should be devised. Because outcome evaluation is client-focused evaluation, the perspectives of patients should be emphasized, and reflected in the process of evaluation.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제14권8호
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• pp.3457-3472
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• 2020

The rapid change in the financial market has led to a shift to relationship marketing, which emphasizes relationships with existing customers rather than creating new ones. Therefore, to achieve competitive advantage in the market, assessing service quality and relationship quality has become an important tool for financial institutions. The widely applied five dimension model has shown problems of dimensions overlapping and blurring with each other, which results in the lack in providing the marketer with practical administrative implications. Therefore, a three dimensional model, composed of interaction quality, physical environment quality and outcome quality, that could be applied in general to various service industries and, at the same time, categorized into service quality dimensions that are not ambiguous for marketers to manage has been utilized. As a result, in the case of Korean consumers, interaction quality, physical environment quality, and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. For Brazilian consumers, physical environment quality and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. Also, a median effect of customer satisfaction was found. This paper reviews the concept and dimensions of service quality and relationship quality, as well as verifying the structural relationship between the two variables through empirical analysis. Through the results of the analysis, the paper compares the differences between two distinctive countries and present theoretical and academic implications.

• 한국조리학회지
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• 제20권5호
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• pp.76-83
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• 2014

This article examines the effects of education service quality of culinary education facility on the learning outcome. For this, items for figuring out the relation between education service quality and the learning outcomes has been deducted through IPA regarding education service quality. Further, the factors of education service, which is for verifying the effects of relevant experiences (culinary certificate) have been examined according to advanced studies. Self administered questionnaires have been prepared by 231 samples in total and the collected data have been analyzed through frequency, factor, reliability and regression analyzing methods by using SPSS 18.0. The results from paired t-test performed on the importance and performance of culinary education service quality indicate that expertise, level of knowledge, education method of instructor and additional convenience facilities (locker and lounge etc) are the most important factors respectively. The results from IPA analysis show that the quadrant 1 includes knowledge level, education method, kindness of instructor. The quadrant 2 contains awareness of instructor while the third one includes culinary facility, tool structure and convenience facility. In addition the quadrant 4 includes hygiene of learning place. According to the results from hypothesis test, education service quality affects learning outcome and the experience (certificate) of learner from culinary education facility results in difference in education service quality and awareness of learning outcome therefore the hypothesis is partially verified.

• 한국정보시스템학회지:정보시스템연구
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• 제23권4호
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• pp.25-47
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• 2014

The purpose of this study is to identify and comprehensively explain the SCM-related factors involved in the realization of RTE, including the quality of information concerning SCM, the quality of SCM partnerships, and relationship controlling factors (planning control, behavioral control, and outcome control). This study systematizes the interactions among these factors into a form of a model, elucidating how these interactions affect and shape RTE characteristics. To validate the research model proposed in the study, filed survey was conducted with 79 staffs in Korean company using SCM. The findings of the study can be summarized as follows: First, the quality of information concerning SCM had significant effect on the quality of SCM partnerships, planning control, behavioral control, and outcome control. Not only does the quality of SCM information directly influence the quality of SCM partnerships, planning control, behavioral control, and outcome control; but it also indirect influence on forecasting, agility, and visibility of SCM though its influence on the different forms of relationship control. Second, the quality of SCM partnerships also had significant effect on planning control, behavioral control, and outcome control. In addition to directly influencing these forms of relationship control, the quality of SCM partnerships also indirectly influenced forecasting, agility, and visibility though its influence on relationship control. Third, planning control significantly influenced forecasting, agility and visibility. Fourth, behavioral control significantly influenced forecasting, but neither agility nor visibility. Fifth, outcome control had significant influence on forecasting, agility, and visibility.

• 산업경영시스템학회지
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• 제40권1호
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• pp.150-164
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• 2017

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

• 한국산업정보학회논문지
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• 제22권3호
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• pp.95-107
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• 2017

본 연구는 은행의 서비스품질을 결과품질, 물리적 환경품질, 상호작용품질로 구분하고 각 차원이 고객만족과 교차구매의도 및 관계지속의도에 미치는 구조모형을 제안하고 은행을 이용하는 고객들을 대상으로 실증 분석하였다. 분석결과 첫째, 서비스품질의 상호작용품질, 결과품질, 물리적 환경품질의 3가지 차원이 은행의 고객만족을 형성하는 하나의 원천임이 확인하였다. 둘째, 은행을 이용하는 고객들이 지각하는 은행의 상호작용품질, 결과품질, 물리적 환경품질을 높게 지각할수록 고객만족에 긍정적인 영향을 미치는 것으로 나타났으며, 그 영향력이 크기는 상호작용품질, 물리적 환경품질, 결과품질 순으로 나타났다. 셋째, 은행 서비스에 대한 고객만족은 관계지속의도 및 교차구매의도에 긍정적인 영향을 미치는 것으로 나타났다. 끝으로 이들 분석결과를 바탕으로 본 연구의 시사점과 향후 연구방향을 제시하였다.