• Asia-Pacific Journal of Business
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• v.6 no.1
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• pp.45-57
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• 2015

The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.473-478
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• 2006

Empirical analysis was based on the data of 692 hotel employees from Seoul and Gyung-gi province. To test the relationship between job characteristics and service quality, multiple regression analysis was applied, and hierarchial regression analysis(Cohen & Cohen, 1983) applied to test the moderating effects of gender and tenure. Multiple regressional analysis showed that job importance, job variety, and feedback had an positive impact on tangibility, reliability, responsiveness, assurance, empathy, but autonomy had a negative impact on tangibility, reliability, responsiveness, assurance. Hierarchical regressional analysis showed that gender had moderating effects on 4 relationships between job characteristics and service quality, and tenure had moderating effects on 3 relationships.

• Journal of the Korean Data and Information Science Society
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• v.17 no.3
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• pp.727-742
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• 2006

In general, weapon systems require very high reliability. Recently Korean defense reliability technologies growth rapidly. However, there are some matters of reform in reliability management, reliability assurance, and defense acquisition environment, etc. In this paper, we propose the reliability development plan for Korean defense system as follows; 1) reliability improvement programs for each acquisition stages, 2) reliability improvement methods for logistics support, 3) reliability improvement programs for developers and manufacturers, 4) reform matters for the defense acquisition law, 6) establishment of defense reliability assessment center and defense reliability committee.

• Journal of Applied Reliability
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• v.10 no.4
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• pp.251-263
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• 2010

Modelling for failures is important for reliability analysis since failures of products such as automobiles occur as both time and usage progress and the results from the proper analysis of the two-dimensional data can be used for establishing warranty assurance policy. Hence, in this paper general issues which concern modelling failures are discussed, and both one-dimensional approaches and two-dimensional approaches to two-dimensional data are investigated. Finally non-parametric approaches to two-dimensional data are presented as a means of exploratory data analyses.

• Korean Journal of Construction Engineering and Management
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• v.13 no.3
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• pp.43-55
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• 2012

A methodology for BIM Quality Assurance in the construction industry is becoming increasingly an important issue to determine the reliability of BIM. However, the quality assurance of BIM is currently limited to check 3D models, such as clash detection and space layout while verification methods for disciplinary BIM results from structural engineering, mechanical engineering, and estimation do not exist yet. Particularly, in the BIM-based estimation mathematical equations to take off quantities are not clearly exposed so that the results are not quite accepted at practices. With the concept of reliability engineering defined in the manufacturing industry to improve reliability of outcomes of BIM-based quantity take-off, impacting factors that affect reliability of BIM-based quantity take-off were derived. It was found that the factors also include the modeling method and the features of a BIM tool. Therefore, this research aims to propose modeling and verification methods to improve reliability of BIM-based quantity take-off through the pilot test that was performed with commercial BIM tools and IFC-based BIM data.

• Journal of the Korea Society of Computer and Information
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• v.15 no.2
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• pp.189-197
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• 2010

This study positively analysed the effects of service qualities of workers in integrated social welfare facilities on their working attitudes, targeting those who work for the welfare facilities. It identified the effects of service qualities such as tangibility, reliability, responsiveness, assurance, and sympathy on relationship factors such as relationship closeness through customization, organizational immersion and job satisfaction and presents suggestions to improve working attitudes of the workers. The results of the study are presented as follows: Reliability, responsiveness and assurance, service qualities of the workers, had effects on working attitudes. Relationship closeness through customization had an effect on organizational immersion and job satisfaction. Therefore, reliability, responsiveness and assurance that had effects on working attitudes of the workers were very significant factors and relationship closeness through customization were significant factors to improve working attitudes of the workers. This study presents political suggestions on the relations between service qualities of the workers in the welfare facilities and their working attitudes as alternatives.

• Industry Promotion Research
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• v.6 no.1
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• pp.9-13
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• 2021

In order to suggest the factors to be managed for customer satisfaction management in the franchise hair salon industry, a survey was conducted on the customers' experiences toward consumers who have experience using domestic franchise hair shop service in Korea. An online survey was conducted for 1,000 consumers who had used the top five franchise hair salon services within 6 months of the survey. According to the result of research on service quality(SERVQUAL)'s 5 factors- tangibleness, responsiveness, assurance, reliability, and empathy, assurance has the greatest impact on satisfaction, followed by responsiveness, empathy, reliability, and tangibleness. The service quality satisfaction of the five companies surveyed was 3.77 out of 5, indicating that there is much room for future satisfaction. This study aims to provide information on which factors should be invested more with limited resources to improve customer satisfaction.

• Journal of Korean Society of Rural Planning
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• v.22 no.1
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• pp.81-91
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• 2016

This study identified the impact of the service quality of local food stores on customer satisfaction and revisiting intention of the customers as the interest into local foods is increasing. The main outcomes are as follows: First, many of the respondents said that they use the local food stores based on the trust in the origin of the products and good quality. Second, reliability and validity were suitable for factor analysis and the correlation had a positive (+) directivity. Third, reliability, assurance, empathy and tangibles were analyzed to have a positive (+) impact among the 5 aspects of service quality except for responsiveness. Fourth, customer satisfaction had a positive (+) impact on the intention to revisit the local food stores, and reliability, assurance and empathy had a positive (+) impact on revisiting intention at the statistical significance level except for responsiveness and tangibles among the 5 service quality aspects. Therefore, it is thought to be required to keep having interests into service quality to gain a competitive edge as a sustainable management system since the service quality of local food stores has impacts on customer satisfaction and intention to revisit.

• Journal of Korean Society for Quality Management
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• v.44 no.1
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• pp.121-138
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• 2016

Purpose: Financial institute employees have various education programs for enhancing customer satisfaction. The purpose of this study is to explore critical factors that affect the service commitment in the financial institution and to propose the implication for employee's service involvement. Methods: This study is intended to identify how service quality of education, servicescape, and learning motivation affect the service commitment. The research model proposed in this study is tested via a survey of 322 employees for financial institution employees. Results: This study shows that tangibles, reliability, assurance and ambient condition, physical structure, symbolic artifacts and internal motivation, extrinsic motivation significantly influence education satisfaction. Tangibles, reliability and ambient condition, physical structure, symbolic artifacts and internal motivation significantly influence affective service orientation and that tangibles, reliability, assurance and extrinsic motivation significantly influence altruistic service orientation. It also verifies that education satisfaction affective service orientation, and altruistic service orientation positively affect service commitment. Conclusion: This study suggests critical factors to promote service commitment in the financial institute. It has focused on not only the service quality of education program, but also servicescape and learning motivation as the meaningful factors for increasing the employee's service involvement.

• Journal of Korean Society for Quality Management
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• v.23 no.1
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• pp.74-94
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• 1995

Through the application of Quality Assurance(QA) techniques in R&D activities, we can approach for cost reduction and productivity improvement with high reliability. Application of QA systems in R&D in developed countries were studied, a enquete survey was performed to investigate researcher's understanding of QA in R&D. As a result of this study, it is considered desirable that QA system be applied partially to the feasible work areas at first, and the scope of application be enlarged to extended areas, later. For these aims, various and feasible QA system should be developed and established. As the need for quality assurance in R&D is expected to be increased continuously in the future, it is imperative for us to be prepared for the application of QA system in R&D activities.