• 품질경영학회지
• /
• 제34권4호
• /
• pp.65-77
• /
• 2006

This study try to find the service quality factors of internet-based lecture and in-class lecture on the university level. The service quality factors of internet-based lecture are information quality and system quality factors which affect education service value, and customer satisfaction. This affects the service performance. The service quality factors of in-class lecture are tangibility, reliability, responsibility, assurance and empathy factors also affect education service value and customer satisfaction. This leads to service performance. This result will be helpful to enhance the service quality of university level lectures.

• 한국소음진동공학회논문집
• /
• 제11권9호
• /
• pp.422-430
• /
• 2001

An electric drill is a handy tool used in a machine shop, which consists of motor, gear, bearing, shaft, and case, i.e., a gear driving system. Low level vibration and noise of the electric drill can bring the assurance of the quality and reliability of the machine. The vibration sources of the electric drill should be investigated for the reduction of the vibration and noise of the system. Through the experiments in laboratory and the various signal processing procedure for the measured vibration and sound signals, the characteristics of the vibration of the electric drill are investigated. And its propagation path is sought using partial coherence function.

• 한국자동차공학회논문집
• /
• 제23권4호
• /
• pp.454-461
• /
• 2015

This study compares the results of a sled test and FEA(Finite Element Analysis) of a vehicle seatbelt system and aims to propose a method to efficiently reduce the error rate in the results of the FEA. This study evaluates the relative importance of potential causes, applying AHP(Analytic Hierarchy Process) technique in order to improve the reliability of the result of the FEA, and draw a highly reliable result of FEA, conducting a Taguchi Method and optimization for reducing the error rate in the FEA through the design of experiments.

• 보건행정학회지
• /
• 제9권4호
• /
• pp.140-156
• /
• 1999

The purpose of this article was to review the basic concept of the SERVQUAL scale and to evaluate its usefulness in health care settings. The SERVQUAL scale was developed by Parasuraman et al. in 1988. Its purpose was to provide an instrument for measuring the quality of service that would apply across a broad range of services with minor modifications in the scale. The SERVQUAL scale is based on gap theory, which indicates the difference between consumers' expectations and their assessment of the actual performance of a specific firm. It has five dimensions to define service quality. These dimensions include: (1) tangibles' (2) reliability' (3) responsiveness' (4) assurance' (5) empathy. While the SERVQUAL scale has been tested in a number of health care settings. the findings have been mixed. So. health care marketers should be cautious in their use of the SERVQUAL scale. However, it is rare to find instruments that are as well validated as SERVQUAL appears to be. As well the SERVQUAL scale provides valuable information about the quality of health care service.

• 보건의료산업학회지
• /
• 제5권1호
• /
• pp.45-60
• /
• 2011

The purpose of this study is ultimately to contribute to enhancing quality of patients' life, by grasping quality level of care-giving service that is recognized by inpatients of long-term care hospital, and by pursuing a plan for improving quality of care-giving service based on this. For this, targeting 500 patients who entered 40 long-term care hospitals in Daejeon Metropolitan City, the quality of service was multi-dimensionally grasped by using SERVQUAL scale. As a result of research, the quality of care-giving service, which is recognized by patients as survey subjects, tended to be relatively high with about 4 points as a whole out of 5-point perfection. By item, reliability was indicated to be the highest with 4.56 points. The next was surveyed to be in order of tangibility, empathy, responsiveness, and assurance.

• 산업경영시스템학회지
• /
• 제31권2호
• /
• pp.122-131
• /
• 2008

The purpose of this study is to find out the factors of customer satisfaction as the critical success factors of mobile banking. Based on previous exploratory work and a review of the literature of customer satisfaction, nine key factors are identified: perceived usefulness, perceived easy of use, perceived ubiquity, perceived safety, perceived tangibles, perceived reliability, perceived responsiveness, perceived assurance, and perceived empathy. A conceptual model is developed and hypotheses are empirically examined using multiple regression analysis. The result of this research are summarized as follows: First, perceived usefulness, perceived easy of use, perceived safety, and perceived empathy have significant influence on customer satisfaction. Second, customer satisfaction has significant influence on reuse intention and word-of-mouth intention.

• 산업경영시스템학회지
• /
• 제35권3호
• /
• pp.148-154
• /
• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• 경영과정보연구
• /
• 제26권
• /
• pp.231-259
• /
• 2008

Recently, almost of the colleges are contrive measures to satisfy the needs of students. The purpose of this study is to find what are the impact factors to the needs of those. To evaluate the factors influencing to students behaviors, it was investigated how much did the 5 variety of Service quality-Tangibles, Assurance, Responsiveness, Empathy, Reliability-and 4 variety of attitude models to depending to the level of students influence the satisfaction of students for the students of W college. In the result, this study shows that 5 variety of Service quality did not impact for the general service quality, but only the Responsiveness and, Empathy have the positive relationship to the satisfaction of students. Also, general service quality and attitude willingness have the positive correlation with the satisfaction of students. And it is investigated that there are significance differences among the general service qualities by the level of students ability.

• 산업경영시스템학회지
• /
• 제28권4호
• /
• pp.7-13
• /
• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

• 시스템엔지니어링학술지
• /
• 제1권1호
• /
• pp.53-60
• /
• 2005

System engineering(SE) management techniques applied for space launch system development are introduced to assess the current status and address the effectiveness of these techniques. Management plans and guides are prepared for the work breakdown structure, data, configuration, interface control, quality assurance, procurement, reliability, risk and verification/validat ion. Further improvement is required for the system engineering management plan(SEMP) to merge the international cooperation into current engineering management system.