• Proceedings of the Korean Society for Quality Management Conference
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• 1998.11a
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• pp.463-478
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• 1998

This study aims to improve the activities of Quality Circle of Korea companies. For this purpose we studied the fctors to influence the performances of Quality Circle activities, and based upon this result we suggested the improvement method of Quality circle activities. This study will give one way of activating the Quality Circles of our companies.

• Journal of Korean Society for Quality Management
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• v.29 no.2
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• pp.1-16
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• 2001

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.

• Journal of Distribution Science
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• v.13 no.8
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• Journal of Korean Library and Information Science Society
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• v.39 no.4
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• pp.305-329
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• 2008

This study is to develop quality assessment module to apply database system quality assessment thus, recognizing necessity of database system quality improvement maturity model. To manage and improve of database system quality, assessment module is needed to assess database system quality systematically. This study is to perform for the purpose of follows. First, this study is to select quality characteristics and sub characteristics on based on ISO/IEC 9126 series and to develop assessment module for database system quality assessment. Second, this study is to compare and to analysis about quality assessment characteristics of two groups. This study is to have significance to apply quantitative assessment in theoretical and practical basis and is to applicate basic materials of study in database system quality assessment. Also, in succeeding study, it will be to develop of database system quality improvement maturity model.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.143-150
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• 2021

This study investigates and analyzes the difference in Indonesian banks' earnings quality in the pre-audit and post-audit period. This study also investigates the difference in audit quality done by public accounting firms. This study employs time series data taken from the unaudited and audited financial statements of banks listed on the Indonesia Stock Exchange in 2012-2016. Sample selection is made by using a purposive sampling method. The population of this study is 43 banks, and after checking the data for validity and reliability, the final sample size was 26 banks. Audit quality is operationalized with the size of the auditor. Earnings quality is proxied by accruals calculated using the Beaver and Engel (1996) model. The data analysis method used in this study is the paired-sample t-test and chow test. This study shows that there is no difference in earnings quality in the pre-audit and post-audit period. This study also reveals no difference in audit quality between the big four and non-big four auditors. These findings mean that independent auditors do not play a useful role in increasing the reliability of accounting information presented by management to stakeholders. Besides, this study's results do not verify the agency theory regarding auditors' role to minimize opportunistic management behavior in preparing financial statements.

• Journal of Korean Academic Society of Home Health Care Nursing
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• v.12 no.1
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• pp.117-135
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• 2005

Purpose: Expecting a new system of nursing security for elderly in operation in 2007, a substantial expansion of nursing facilities for elderly and quality management of those facilities are imperative now. Therefore. specific quality management measures or schemes which could be used for the operation of small-scale nursing homes are in urgent need. The purpose of this study was to develop a Quality Management Index(QMI) to guide Nursing Home management. Method: This study developed a QMI for small-scale nursing homes, which focused on quality management in structural dimensions such as environment, staffs, local community network, atmosphere, and quality management in process dimensions such as nursing, communication, resident satisfaction. The QMI developed in this study is based on extensive review of literature and the actual experiences of nursing home operation. It consists of 7 dimensions, 39 components and 148 indexes, which have been verified by three times validity tests of experts group. Then the QMI was used to evaluate the quality management levels of nursing homes in Korea. Result: In sum, after analyzing all nursing homes in Korea operated by nurses, this study found that there were significant differences of quality management level among facilities in several dimensions such as environment, staffs, local community connections, communication. In dimensions such as nursing, atmosphere, resident satisfaction, however, little differences of quality management level among facilities were reported. It is considered that this result has to do with several factors like the size of facilities, operation expenses, operation forms, the disposition of professional human resources, and philosophy and management policy of the owners. As far as generalization is concerned, however, it needs to be noted here that the sample size for this study is not statistically big enough to generalize the results. Conclusion: Having Developed a QMI for small-scale nursing home with 7 dimensions, 39 components and 148 indexes, this study is expected to be used in developing more elaborated quality evaluation tools for nursing homes, and also function as a practical guide of quality management for those who are opening and managing nursing homes. I hope this quality index could lead to further development of a standardized quality management index, and eventually contribute to quality improvement of nursing homes.

• Journal of Korean Society for Quality Management
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• v.42 no.3
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• pp.459-476
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• 2014

Purpose: This study was designed to identify whether organizational characteristics of Korean companies can make differences in innovative capability and Malcolm Baldridge management quality standard. In addition, based on the results and by verifying the influence of the innovative capability to management quality activity, it was to investigate the relations between the two factors. Methods: The subjects of this study were workers at major companies and small-and-medium sized companies. T-test was used to identify differences in innovative capabilities of industrial and age, position classifications, and regression analysis was employed to verify the influences of the innovative capability to the management quality activity. Results: The size of company caused some differences in market innovative sector regarding innovative capability. Management quality activity showed differences because of the sizes of companies and their supply types, while innovative capability influenced on all sectors of management quality activity. Conclusion: In this study Malcolm Baldridge management quality standard was applied to Korean companies. The results verified the meaningful influence of innovative capability to management quality activity. This means that the management quality activity can make a better performance when the innovative capability is good enough. Thus, the enhancement of management quality activity requires the boost of innovative capabilities of organization members.

• Journal of Distribution Science
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• v.18 no.6
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• pp.5-14
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• 2020

Purpose: This study was based on curation commerce that has been rapidly developing. It looked into the effect of curation commerce's quality of service factors (information quality, information interest quality, interaction quality, and personalization quality) on satisfaction and the mediating effect of consumer empathy and shopping value between service qualities and consumers' satisfaction with curation commerce. Research design, data, and methodology: The survey was conducted on 273 consumers who used Chinese curation commerce services. The research data was analyzed using the Smart PLS 3.0 program. The empirical analysis was conducted with reliability and validity analyses of the questionnaire and hypothesis test. Results: As a result, only the quality of information had a direct impact on satisfaction. The remaining service quaility factors (information interest quality, interaction quality, and personalization quality) were found to affect satisfaction through utilitarian value or consumer empathy. Conclusions: This study is meaningful in that it selected the service quality factors experienced by consumers about curation commerce services in line with the bright market prospects of curation services. In addition, the significance of this study was to reveal the psychological mechanism of the process in which the quality of service reaches consumer satisfaction.

• Journal of the Korean Society for information Management
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• v.27 no.1
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• pp.119-136
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• 2010

The purpose of this study is to suggest a revised model for library e-service quality research based on Zeithaml & Bitner's model. To achieve this purpose, this study reviews the previous literature related to the study of service quality and e-service. According to the study results, 'physical quality' is the most important factor which influences on the customer perceptions of library e-service quality. Furthermore, this study suggests eight service quality dimensions of 'physical quality' for library e-service. In addition, customer's personal factors and previous experiences with similar services can be regarded as important factors which influence on the 'physical quality' of library e-service.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.1
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• pp.21-41
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• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.