• 품질경영학회지
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• 제31권2호
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• pp.1-16
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• 2003

The purpose of this research is to examine the influence of after sales service quality in the Korean home appliance. This study is assumed that after sales service quality is composed of prices of service and corporate image as well as technical quality and functional quality. Also, this study examined that how after sales service quality have influence on the repurchase and word-of-mouth effect, and the relationship between the repurchase and word-of-mouth effect was identified in this research. To perform the empirical study, 204 questionnaires from persons who experience taking after sales services with charge for their home appliance are gathered and analyzed. The results make contribution to the Korean home appliance manufacturing company to newly recognize about the factors of after sales services quality. Further empirical or theoretical study for finding the factors of after sales services quality can be recommended in the presence of competitive service industry.

• 품질경영학회지
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• 제27권3호
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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.

• 품질경영학회지
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• 제43권1호
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• pp.43-56
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• 2015

Purpose: In this research, We made the conceptual frameworks for SEM(Structural Equation Modeling) on Global quality's origin and empirical research. Developing conceptual frameworks is an important step in theory building and theory testing. This research model was developed by strong theoretical foundation which is quality and systematical model. Methods: Questionnaire was developed, and data was collected and analyzed for this study. The analysis was conducted using SEM(Structural Equation Modeling). Results: Results show that process quality and interaction quality are important drivers in customer satisfaction. Customer satisfaction is strongly impact on customer loyalty(repeated purchase). Conclusion: In turbulent business era, Global company require not only excellent quality but also create customer oriented culture and control over operation in the foreign country.

• 품질경영학회지
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• 제41권4호
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• pp.499-512
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• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• 한국의료질향상학회지
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• 제2권1호
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• pp.110-117
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• 1995

The Comprehensive quality assurance for radiation oncology provides an overall organizational structures, responsibilities, procedures, processes and resources for assuring the quality of patient management by radiation treatment. Superior performance of modern radiotherapy equipment will be essential part of quality assurance in radiation oncology, which high degree of accuracy and consistency should be maintained under the optimal quality assurance program. Besides quality control of all radiation equipment, this review also emphasizes quality assurance of clinical aspect such as adequacy of the medical decision-making which eventually leads to the treatment prescription, accuracy of treatment procedure from treatment preparation to radiation delivery, and the significance of assessment of treatment outcomes with structure and process.

• 한국도서관정보학회지
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• 제30권4호
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• pp.183-206
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• 1999

The purpose of this research is to evaluate the service quality measure and service quality level between one sample library and the other. Most typically, service quality is defined in terms of reducing the gap between customer expectations and the actual service provided. This research also focuses on gap reduction. Service quality concept was originally discussed in a commercial environment and may require some adaptation to the non-commercial environment of the academic library. A revised service quality measure that developed by P. J. Calvert and P. Hernon(1996) was used for this research. Results showed that service quality measure of this research was reliable(99 service quality items scale's Cronbach Alpha coefficient was 0.983) and was validated by correlation and factor analysis. Therefore service quality measure of this research will be applied positively for academic libraries. And this research showed that the service quality level of sample academic library was inferior to that of the others. The service quality of sample academic library should be improved to meet the customer's needs and expectations immediately.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2010년도 춘계학술대회
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• pp.356-363
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• 2010

In this Paper, We study on establish for unit of measure. Quality means abstract for customer needs. we surveyed unit of measurement of quality feature of Juran, Taguchi, 6 sigma method. We suggest unit of measurement of quality feature. Each enterprise can use defining own unit of measurement of quality feature. Effect is expected in enterprise that these proposals do quality control. There is meaning in direction that measuring mean of quality feature that propose in this treatise understands actuality to be deeply and reconcile exact point of theory.

• 산업경영시스템학회지
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• 제27권3호
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• pp.45-51
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• 2004

Recently, the severe competition in the internet shopping mall has forced firms to increase the customer satisfaction and to enhance service quality Despite the internet shopping mall's fast and superficial growth and extraordinary potential, study on (actors affecting service quality based on its characteristics is meager. Most researchers have studied on the service quality related with the internal shopping mall by just applying measurement items in internet environment. This paper tries to analyze whether the internet shopping mall can be reorganized by introducing factors of service quality specifically with reference to the internet showing mall. In addition, this study focuses on developing the method to measure the service quality more effectively. For this purpose, this study applies the Taguchi Method using quality loss function (QLF) which can be used to measure quality quantitatively. The proposed method provides the measurement of the internet shopping mall's service quality and offers to the practitioner a measurement tools suitable for service industry.

• International Journal of Quality Innovation
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• 제1권1호
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• pp.8-15
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• 2000

The famous US quality management expert J. M. Juran pointed out on the American Quality Congress of ASQC in 1994, that the 20th century is a century of productive force and the 21st century would be a century of quality. In the past dozens of years; science and technology have made rapid progress. Take electronic products for example, the non-conformity rate has dropped from 1%($10^{-2}$) and 1%($10^{-3}$) to ppm (parts per million, $10^{-6}$), even to ppb (parts per billion, $10^{-9}$). Such a low non-conformity rate can be called the super strict quality requirements of products of the $21^{st}$ Century. Super strict quality requirements can cause a series of new changes: Therefore, super strict quality requirements are unavoidable to produce significant influences to the industry of the $21^{st}$ century. This paper analyzed these influences and pointed out that which quality sciences must be paid attention to first.

• 품질경영학회지
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• 제24권3호
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• pp.1-18
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• 1996

The purpose of this study is to empirically examine the role of supplier relationships as a means of enhancement of quality. The model for this study consists of four groups of concepts - 1) goal of quality, as 2) measures of supplier relationships, supplier assistance and buyer supplier communication, 3) the level of automation and technology, as 4) measures of performance, reliability quality and performance quality. By statistical analysis, the results are as follows. First, the goal of quality positively influences the level of automation, technology, supplier assistance and supplier communication. Second, the level of technology has a positive effect on supplier assistance and supplier communication on the level of automation. Third, the level of automation and technology positively influence the reliability quality. Fourth, supplier assistance and buyer-supplier communication has a positive effect on the reliability and performance quality. These results reveal three paths of supplier relationships in systems for the enhancement of quality.