• 한국병원경영학회지
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• 제7권4호
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• pp.123-151
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• 2002

The objective of this study is to analyze the causal relationship of hospital inpatient's perceived quality, overall satisfaction, service value, and future intention to revisit. To carry out this objective, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality and overall patient satisfaction. Data was gathered from a self-administered questionnaire at a 980 bed university hospital in Inchon City. These questionnaire measuring the service quality were distributed to 250 inpatients. The response rate was 66.4%. A total of 166 questionnaires was finally analyzed. To categorize medical service quality, the factor analysis was performed on 42 items. The reliability and validity of these items was evaluated. Finally to test 6 hypotheses, we analyzed the causal relationship of service quality, overall satisfaction, service value, and intention to revisit through the structural equation modeling(SEM). The major results of this study are as follows. First, the dimension of inpatient service quality was categorized into 7 dimensions, that is, personal caring, communication, access, physical environment, facilities and equipment, cleanliness, appropriateness and health status. Second, the reliability and validity of inpatient service quality items was satisfied. Third, as a result of structural equation modeling, the effect of inpatient's perceived service quality on overall satisfaction, service value, and intention to revisit was statistically significant. And total effect on intention to revisit as the core endogenous variable was perceived service quality(1.100), patient satisfaction(0.006), and service value(0.605).

• 경영과정보연구
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• 제35권2호
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• pp.27-44
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• 2016

스마트폰 사용이 보편화 되면서, 모바일 인스턴트 메신저(MIM)의 사용 역시 대중화 되고 있다. 최근 MIM 내 그래픽 이모티콘은 사용자들 간 의사소통을 원활하게 하기 위한 도구로서의 역할을 하고 있는 동시에, 기업 입장에서는 이모티콘의 판매가 주요 비즈니스 모델 중 하나로 인식되고 있다. 이렇듯 이모티콘이 하나의 상품으로 MIM 서비스의 주요 비즈니스 모델로 인식, 개발되고 있는 현 시점에서 이모티콘 구매의도에 직접적으로 영향을 미치는 요인들에 대해 탐색한 연구는 매우 드문 실정이다. 따라서 본 연구는 이러한 학문적, 실무적 간극(gap)을 메우고자 이모티콘의 사용동기, 사용태도 및 구매의도에 영향을 미치는 요인들 간 관계에 대해 탐색해보고자 하였다. 본 연구의 실증분석 결과, MIM 내의 이모티콘 사용동기는 크게 이모티콘 사용에 대한 지각된 유용성과 지각된 즐거움으로 구성될 수 있으며, 지각된 유용성과 지각된 즐거움은 이모티콘을 사용한 대화 시, 몰입의 정도와 사회적 영향력에 모두 정(+)의 영향을 미치는 것으로 나타났다. 또한 이러한 이모티콘 사용동기와 플로우, 그리고 사회적 영향력은 최종적으로 이모티콘 사용태도에 긍정적 영향을 미쳤으며, 이모티콘 사용태도가 호의적일수록 이모티콘 구매의도도 높게 나타나는 것으로 밝혀졌다. 그러나 플로우(flow)와 사회적 영향력(social influence)은 구매의도에 직접적인 영향을 미치지는 않았다. 본 연구는 아직 그 연구가 활발하게 진행되지 않은 폐쇄형 SNS 내의 상품으로서의 이모티콘에 대한 구매의도와 그 동기 간 관계를 실증적으로 검증했다는 점에서 그 의의가 있다.

• Asia pacific journal of information systems
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• 제23권4호
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• pp.103-128
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• 2013

When a consumer needs a product or service and multiple sellers are available online, the process of selecting a seller to buy online from is complex since the process involves many behavioral dimensions that have to be taken into account. As a part of this selection process, consumers may set minimum trust expectation that can be used to screen out less trustworthy sellers. In the previous research, the level of consumers' trust expectation has been anchored on two important factors: product involvement and perceived risk. Product involvement refers to the extent to which a consumer perceives a specific product important. Thus, the higher product involvement may result in the higher trust expectation in sellers. On the other hand, other related studies found that when consumers perceived a higher level of risk (e.g., credit card fraud risk), they set higher trust expectation as well. While abundant research exists addressing the relationship between product involvement and perceived risk, little attention has been paid to the integrative view of the link between the two constructs and their impacts on the trust expectation. The present paper is a step toward filling this research gap. The purpose of this paper is to understand the process by which a consumer chooses an online merchant by examining the relationships among product involvement, perceived risk, trust expectation, and intention to buy from an e-tailer. We specifically focus on the mediating role of perceived risk in the relationships between enduring product involvement and the trust expectation. That is, we question whether product involvement affects the trust expectation directly without mediation or indirectly mediated by perceived risk. The research model with four hypotheses was initially tested using data gathered from 635 respondents through an online survey method. The structural equation modeling technique with partial least square was used to validate the instrument and the proposed model. The results showed that three out of the four hypotheses formulated were supported. First, we found that the intention to buy from a digital storefront is positively and significantly influenced by the trust expectation, providing support for H4 (trust expectation ${\rightarrow}$ purchase intention). Second, perceived risk was found to be a strong predictor of trust expectation, supporting H2 as well (perceived risk ${\rightarrow}$ trust expectation). Third, we did not find any evidence of direct influence of product involvement, which caused H3 to be rejected (product involvement ${\rightarrow}$ trust expectation). Finally, we found significant positive relationship between product involvement and perceived risk (H1: product involvement ${\rightarrow}$ perceived risk), which suggests that the possibility of complete mediation of perceived risk in the relationship between enduring product involvement and the trust expectation. As a result, we conducted an additional test for the mediation effect by comparing the original model with the revised model without the mediator variable of perceived risk. Indeed, we found that there exists a strong influence of product involvement on the trust expectation (by intentionally eliminating the variable of perceived risk) that was suppressed (i.e., mediated) by the perceived risk in the original model. The Sobel test statistically confirmed the complete mediation effect. Results of this study offer the following key findings. First, enduring product involvement is positively related to perceived risk, implying that the higher a consumer is enduringly involved with a given product, the greater risk he or she is likely to perceive with regards to the online purchase of the product. Second, perceived risk is positively related to trust expectation. A consumer with great risk perceptions concerning the online purchase is likely to buy from a highly trustworthy online merchant, thereby mitigating potential risks. Finally, product involvement was found to have no direct influence on trust expectation, but the relationship between the two constructs was indirect and mediated by the perceived risk. This is perhaps an important theoretical integration of two separate streams of literature on product involvement and perceived risk. The present research also provides useful implications for practitioners as well as academicians. First, one implication for practicing managers in online retail stores is that they should invest in reducing the perceived risk of consumers in order to lower down the trust expectation and thus increasing the consumer's intention to purchase products or services. Second, an academic implication is that perceived risk mediates the relationship between enduring product involvement and trust expectation. Further research is needed to elaborate the theoretical relationships among the constructs under consideration.

• 한국의류학회지
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• 제30권4호
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• pp.567-581
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• 2006

The purpose of this research is to provide the basic data for the development of make-up color application system, based of Korean's skin tone and the preference in make-up color to enhance the effectiveness of the education of beauty in universities. The research was conducted by the previous studies, the analyses of sale's rate of hue-cosmetics, the analytic experiment of color of cosmetics by using Spectrum Color Analyzer and other experimental researches. This research, based on the results of three preliminary researches, shows the result of evaluation from perceivers which has been come out from the experiment of having one model in her twenties being changed with twenty-two different conditions of make-up. Here follows the result of the research. Firstly, there was difference on perceiving images in terms of the gender of perceivers and especially male-group tend to have clearly perceived the gap between elegance-greyish purple, orange-natural, red-classic on monochrome make-up and contrast make-up. Secondly, in terms of lip-colors, salmon pink and pink was regarded positively to both female and male subjects and to male subjects, greyish purple was thought to be better on darker skin-tone and to female subjects, better on lighter skin-tone. Thirdly, on image make-up, romantic gives intelligent image regardless of skin-tone and gender, especially gives more positive looks to male subjects. Natural and classic elements were perceived more positively on darker skin-tone and had bigger perceiving gap in female subjects. Fourthly, in preference rate, male subjects normally preferred the look with make-up than female subjects did and salmon pink and pink lip color was preferred on the darker skin-tone.

• 디지털콘텐츠학회 논문지
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• 제11권2호
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• pp.265-276
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• 2010

이 연구의 목적은 지역 단위의 인적자원개발 정책 추진 주체인 지방자치단체를 중심으로 성인교육 부문의 지역 교육격차 실태에 대한 인식 수준을 분석하고, 이 연구에서 지역 교육격차 해소의 대안으로 제시하고 있는 e-Learning과 관련하여 지역별로 보유하고 있는 인프라 구축 실태와 활용 현황에 대하여 살펴보고자 하였다. 이를 위하여 지역 대비 수도권으로 분류되는 서울 경기를 제외한 전체 12개의 지방자치단체에서 운영하고 있는 인적자원개발센터를 대상으로 연구를 실시하였으며 다음과 같은 결과를 도출하였다. 첫째, 지방자치단체에서는 교육의 양적, 질적 측면에서 지역 간 교육 격차를 크게 인식하고 있는 것으로 나타났으며 양적 측면보다 질적 측면에서 지역 격차가 상대적으로 큰 것으로 분석되었다. 둘째, 지역 간 교육 프로그램 개설 수, 교 강사의 전문성, 교육훈련 효과성 측면의 차이가 매우 크다고 인식하였다. 셋째, 집합교육이 e-Learning 보다 지역 간, 지역 내 교육격차가 더 크게 발생하고 있는 것으로 나타났다. 넷째, e-Learning의 주요 영역별 기반 구축 수준은 하드웨어가 상대적으로 높은 반면 나머지 영역은 미흡한 것으로 분석되었다.

• 한국병원경영학회지
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• 제9권4호
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• pp.45-69
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• 2004

The purpose of this study is to identify the nature of the inpatient service quality of national university hospital, and based on that, to examine the relationship of hospital inpatient's perceived quality, overall satisfaction, customer loyalty(intention of revisiting, intention of oral transmitting). To carry out these objectives, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality, overall patient satisfaction and customer loyalty. Data were collected by self-administered questionnaires at a 809 bed national university hospital. These questionnaires measuring the service quality were distributed to 400 inpatients. The data samples are 347 cases in final. The response rate was 86.8%. Firstly, to categorize inpatient service quality in hospital, the factor analysis was performed on 48 items. The reliability and validity of these items was evaluated. Finally to explore the relationship of service quality, overall satisfaction, and customer loyalty, the multiple regression and logistic regression analysis are used. This study shows firstly, the dimension of inpatient service quality was categorized into 7 dimensions, that is, kindness, medical service, nurse caring, environment, facilities, appropriateness and access. Secondly, the reliability and validity of inpatient service quality items was satisfied. Thirdly, as a result of multiple regression analysis, the effect of inpatient's perceived service quality, especially, nurse caring(P<0.01), environment (P<0.01), facilities, appropriateness and access variables(P<0.05), on overall satisfaction was statistically significant. Lastly, in case of the effect on customer loyalty as a intension of oral transmitting, medical service(P<0.05), environment(P<0.01) and overall satisfaction(P<0.01) are statistically significant. Also, in case of intension of revisiting, medical service, environment, access, and overall satisfaction variables are significant factors. In conclusion, to maintain the satisfaction and customer loyalty on national university hospitals, the efforts to improve the inpatient service quality, especially, environment, medical service, and access factors might be needed.

• 대한지역사회영양학회지
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• 제10권6호
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• pp.943-951
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• 2005

The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows : the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality'(p < .001), 'customer reception' (p < .001) and 'personnel attitude' (p < .05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice qualify. (Korean J Community Nutrition 10(6) $943\∼951$, 2005)

• The Journal of Asian Finance, Economics and Business
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• 제7권9호
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• pp.697-706
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• 2020

The relationship between education and work is of the greatest concern to individuals and society because they are the key drivers of growth and development. In the context of Industry 4.0, labor and educators are facing the challenges of big changes in the workplace. How to prepare undergraduate students for the world of employment has become the most important mission of higher education providers. This paper explored the competency gap in the labor market in Vietnam from the perspective of employees who have been dissatisfied with the current status. First, a qualitative method with the Delphi technique was applied to confirm this consensus in an employees' competency model. Then, the satisfaction level for each competency criterion was explored by applying the advance quantitative method, namely, best non-fuzzy performance approach. Lifelong learning was ranked first, followed by creativity and innovation, foreign languages, expertise and digitalization, adaptability, and finally, organizing and managing ability. Critical thinking and problem-solving were perceived to have the biggest gap. The order of competency satisfaction is useful in explaining the mismatch between education quality and labor market demand. The findings provide valuable guidelines for education managers who seek to bridge the competency gap and improve education quality.

• 대한가정학회지
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• 제39권11호
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• pp.129-144
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• 2001

In spite of rapid sociocultural changes and an increase in the number of nuclear families in recent years, quite many families in Korea still have taken the extended family form where daughter-in-law provides care for the elderly parents. Even though the nature of the inter-generational relationship in Korea is reciprocal in many regards, most of the studies looked at the burden or costs of coresidence with the elderly parents while relatively little attention has been given to the positive side of the coresidence. This study is an attempt to fill this gap in the area. The purpose of this study is to examine not only the costs but also benefits of the coresidence with the elderly parents. We also explore whether there is a rural-urban differences in costs and benefits of coresidence and related factors. For the purpose, data were gathered from 876 daughters-in-law of three generational family both in rural and urban area, using structured questionnaire. The statistical methods used for data analysis were descriptive statistics, cross tables, and regression analysis with SPSS/PC+ program. The major findings of this study were as follows: Marital and economic status of the elderly parents, age, job status and filial responsibility attitude of caregiver, sibling support, and coresidence duration were the significant variables predicting the level of perceived benefits. Marital status of elderly parents, income, job status, educational level, and filial responsibility altitude of caregiver, residence region affected the level of perceived costs. Rural-urban differences are found in many aspects of coresidence experiences and related factors. Rural caregivers receive higher level of the sibling support, have more traditional final responsibility altitude and perceived less costs and more benefit than urban caregivers. There also are differences in the factors influencing the level of perceived costs and benefits between rural and urban area. Level of sibling support and final responsibility attitude have significant impact on both the perceived costs and benefits. But there are differences in terms of that perceived costs and benefits of urban caregivers are affected by job status of caregivers while those of rural caregivers are affected by educational level of caregivers and marital status of elderly. The results confirm that Korean caregivers experience both positive and negative aspects of coresidence and shows that the nature of the inter-generational relationships differ between rural and urban Korea.

• 기술혁신학회지
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• 제22권2호
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• pp.242-264
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• 2019

본 연구는 빠르게 확산되고 있는 인공지능 기반 서비스에 대한 사용자들의 수용 의도에 영향을 주는 요인을 분석하는 연구이다. 구체적으로는, 본 연구는 인공지능 기반 서비스의 사용자들의 수용 의도에 영향을 주는 요인 중, TAM, UTAUT 기반 연구와 같은 기존의 선행 연구들이 제시한 바 있는 쾌락적 동기, 실용적 동기와 함께, 인공지능 기반 서비스의 사용 안전성에 대한 사용자 인식, 이들 서비스의 필요성을 강조하는 시대적 압박, 서비스의 혁신성과 서비스의 체험 경험 등의 요인들이 주는 직 간접적인 영향을 집중적으로 분석한다. 분석 결과, 제시된 요인들은 A.I. 스피커에 대한 소비자의 사용 의도에 유의미한 영향을 미치는 것으로 나타났다. 보다 구체적으로는, 기존에 다양한 연구에서 제시되어 온 TAM, UTAUT모형에서 제시되어온 편의성과 쾌락적/실용적 동기가 A.I. 스피커로 대표되는 지능형 서비스의 사용자 수용 의도에도 유의미한 요인임을 증명하였다. 이와 함께, 기존에는 소수의 연구에서만 고려되었던 시대적 압박이라는 비자발적 영향 요인이 지능형 서비스를 포함한 IT융합형 서비스의 수용 의도에 유의미한 영향력을 나타내었으며, 이러한 서비스에 대한 사용자의 보안성 인지와 지능형 서비스(A.I. 스피커)의 실제 경험 여부 또한 중요한 영향요인으로 제시되었다.