• 한국병원경영학회지
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• 제17권1호
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• pp.23-42
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• 2012

The purpose of this study is to identify the inpatient service quality at mental hospitals and to examine the effect of service quality on patient's overall satisfaction and customer loyalty. Data collection was done through conducting a survey of inpatients in three mental hospitals located in Chungnam, Korea using self administered questionnaire. The questionnaire included the modified version of 'service satisfaction scale for psychiatric patients' invented by Chul Kwon Kim and other members, which consists of five dimension of service quality: staff attitude, treatment quality, ward environment, access/cost and ward rule. Total 236 questionnaires were gathered and 219 were used for analysis. The data was analyzed by using version SAS9.2 and path analysis model was applied to test our hypothesis. As a result, the four factors of service (staff attitude, treatment quality, ward environment and ward rule) were extracted, which counted for 62.89% of the common variance. Moreover, Cronbach Alpha showed relatively high internal consistency of answer, all exceeding 0.6. According to the study, ward environment and treatment quality turned out to have direct influence on the patient's satisfaction. In addition, staff attitude and overall satisfaction directly influenced the customer loyalty while ward environment and ward rule indirectly had influence using overall satisfaction as a medium. In conclusion, in order to enhance the satisfaction and customer loyalty in mental hospitals, efforts in improving environmental service quality in particular is highly demanded.

• 한국노년학
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• 제37권2호
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• pp.385-398
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• 2017

본 연구는 노인돌봄종합서비스 이용자를 대상으로 이용자들이 지각하는 서비스 품질 정도를 'SERVPERF 모형'에 근거하여 확인하고, 정보가용성과 품질 관계에 미치는 선택의 매개효과를 검증하는데 목적을 두고 있다. 이를 위해 전라북도 지역 노인돌봄종합서비스 이용자 208명을 대상으로 구조방정식을 사용하여 분석하였다. 연구결과 첫째, 노인돌봄종합서비스 이용자들은 품질을 매우 높음 수준으로 인식하고 있었다. 둘째, 노인돌봄종합서비스 이용자의 정보가용성은 품질 인식에 유의미한 영향을 미치는 것으로 나타났다. 셋째, 선택은 노인돌봄종합서비스 이용자의 정보가용성이 품질에 미치는 영향을 부분 매개하는 것으로 나타났다. 이러한 결과는 노인돌봄종합서비스가 높은 수준의 품질을 유지하기 위해서는 이용자에게 서비스에 관한 정보가 충분히 전달되어야 하며, 이를 바탕으로 이용자가 본인의 욕구에 적합한 선택을 할 수 있도록 선택의 기회 제공 및 선택 가능한 환경이 마련되어야 함을 보여준다.

• 국제지역연구
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• 제21권2호
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• pp.197-218
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• 2017

본 연구는 서비스 분야에 속하는 멀티플렉스 영화관 산업의 특징을 고려하여 한국과 베트남 멀티플렉스관에서 제공되는 서비스 요소들을 살펴보고, 서비스 요인들이 고객의 소비 가치와 재방문 의도에 미치는 영향 관계를 멀티플렉스 산업이 성장하는 베트남 시장과 성숙한 한국시장 간을 비교하여 분석하고자 하였다. 실증분석 결과, 서비스 요인들은 고객의 소비 가치에 긍정적인 영향을 미치는 것으로 확인되었으며, 양 국가 고객 모두 실용적 가치와 쾌락적 가치가 재방문 의도에 긍정적 영향을 미치는 것으로 밝혀졌다. 특히, 한국 고객들은 베트남 고객들에 비해 실용적 가치가 재방문 의도에 더 큰 영향을 미치는 반면, 베트남 고객들은 한국 고객들보다 재방문하는데 있어 쾌락적 가치를 더 중요시 하는 것으로 밝혀졌다.

• 한국동물위생학회지
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• 제32권1호
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• pp.61-76
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• 2009

At the present study, it was aimed to explore the molecular genetic characterization of multiple antimicrobial resistant Salmonella spp. isolates from pigs and cattle. A total of 138 Salmonella Typhimurium (S. Typhimurium) isolates were typed with phage, among them, 83.3% of S. Typhimurium tested could divide into a 10 phage types. Definitive type 193 (DT193) (25.4%) and DT195 (24.6%) were exhibited as the dominant types. DT104 and U302 were found from pigs and cattle. On the other hand, S. Enteritidis had 6 phage types, of them, phage type 21 (PT21) and PT11b were the popular types. In the plasmid profiles, 135 of S. Typhimurium isolates were exhibited 1 to 6 plasmid bands which molecular weight ranged from 90 to 2kb. 35 isolates (25.4%) harbored a 90kb plasmid which is thought to be the serotype specific virulence plasmid. Two of twenty five S. Enteritidis had common plasmids at 2 and 1.5kb. With multiplex polymerase chain reaction, virulence genes (invA and spvC) were detected from all Salmonella spp. from 167 of S. Typhimurium, S. Enteritidis and chloramphenicol resistant S. Schwarzengrund, but some drug resistant genes, such as PSE-1, cml/tetR and flo were not determined but other drug resistant genes, for example TEM and int were found. The detection rates of spvC, TEM and int gene was 35.3%, 29.3% and 72.5%, respectively. The TEM gene was highly popular in S. Typhimurium, which was detected from ampicillin and amoxicillin resistant strains as 95.9%. int gene was able to detect from all the isolates identified as multidrug resistsnt (MDR), particularly DT193 was thought as the most prevalent virulence and multidrug resistance isolate. The major plasmid profile and drug resistance pattern of DT193 were 90, 40, 10.5, 6.3, 3.0kb and ACCbDNaPSSuT, respectively. MDR was commonly found in other phage types, particularly DT104, U302 and DT203.

• 한국사회복지학
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• 제64권4호
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• pp.137-161
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• 2012

바우처를 활용한 사회서비스가 확대되면서 성과평가가 강조되고 있으며, 바우처의 이용자중심 재정지원방식이라는 특성상 이용자 측면의 평가인 이용자 만족도가 중요한 의미를 갖게 되었다. 하지만 아직 바우처 사회서비스의 성과에 대한 실증적 연구는 부족하다. 이에 본 연구는 바우처 사회서비스의 성과를 이용자 만족도로 규정하고, 서비스 이용자의 특성과 서비스 제공기관의 조직 특성을 고려하여 이용자 만족도에 미치는 영향을 분석하였다. 분석자료로는 지역사회서비스투자사업의 지역개발형 서비스 이용자 1445명과 서비스 제공기관 70개를 대상으로 한 설문조사 자료를 활용하였으며, 분석방법으로 이용자수준과 조직수준의 다층분석에 적합한 위계선형모형(HLM)을 사용하였다. 사회복지서비스 성과와 관련된 선행연구와 바우처와 관련된 선행연구들을 통해서 이용자수준(수요측면)과 조직수준(공급측면)의 변인들을 추출하였으며 이러한 변인들이 이용자 만족도에 미치는 영향을 분석하였다. 분석결과, 이용자수준에서는 성, 욕구수준이 이용자 만족도의 차이를 유의미하게 설명하였으며 조직수준에서는 서비스유형과 지역 및 기관유형 변인이 제공기관 간 이용자 만족도의 차이에 유의미한 영향을 미치는 것으로 나타났다. 이러한 분석결과를 바탕으로 바우처 사회서비스 정책에 대한 정책적 함의를 논의하였다.

• Asia Marketing Journal
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• 제17권2호
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.

• 한국통신학회논문지
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• 제35권2B호
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• pp.313-324
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• 2010

통신과 방송 미디어 정보의 단순 융합으로 출발한 IPTV가 이제는 이용자 요구에 능동적으로 적응하는 개인형 IPTV 서비스 형태로 발전하고 있다. 본 논문은 IPTV 서비스의 개인화 및 사용자 중심의 서비스 기능을 제공하기 위하여 서비스 오버레이 네트워크 기반위에서 IPTV 서비스를 능동적으로 제어 관리하는 DSON 구조를 제안한다. 또한 능동적인 서비스 제어 기능을 수행하기 위하여 DSON을 이용한 커뮤니티 IPTV 서비스, DSON 기반 홈 IPTV 방송 서비스 모델들이 제안된다.

• 한국정보시스템학회지:정보시스템연구
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• 제14권2호
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• pp.133-154
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• 2005

The objective of this study is to find the factors influencing the use of mobile service. We extracted critical study variables according to literature reviews about adoption of information systems, those under the internet environment and mobile internet adoption for theoretical foundation. TAM suggested by Davis(1985) has explained the acceptance mechanism with the following constructs: perceived usefulness, perceived ease of use, attitude toward use, behavioral intention and actual usage. After studying prior literature reviews, this study investigated the group of people using mobile services. The result of study claims that it has same results with previous TAM, especially between personal innovativeness and attitude toward use have strong statistical relations. On the other hand, there haven't been any statistical relations between perceived ease of use and perceived usefulness and between perceived usefulness and behavioral intention, either. In conclusion, use of mobile service can be promoted by developing various kinds of mobile service, designing device and interface to use mobile service more convenience and familiar, stimulating user's innovative characters and recognizing mobile service more useful in real life.

• 복식문화연구
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• 제10권3호
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• pp.261-269
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• 2002

The purposes of this study were to investigate component of service quality and to determine significant factors on the service quality and buying intention of internet apparel shopping mall. The data were collected from 212 female adults using questionnaire. Using SPSS package, Cronbach's α, factor analysis, and multiple repression analysis were performed. The results could be summarized as follows. 1. The service quality of internet apparel shopping mall was perceived as reliability, advantage, responsibility, product assortment, tangibles, and rapidness. 2. For perceived risk, privacy risk, economic risk, delivery risk, size risk, and quality risk were investigated. The perceived risk except economic risk and web search ability had an effect on the service quality of internet apparel shopping mall. 3. The most of perceived risk, web search ability, and advantage of the service quality had an effect on the shopping intent of the internet apparel shopping mall. Based on the these results, marketing strategies were suggested.

• 한국조리학회지
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• 제8권2호
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• pp.37-58
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• 2002

Up to these days, hotels are assumed to compete each other. Due to the spread of high quality the hotel restaurants have begun to face an intensive competition. Hotel food at Beverage have become the more competitive along with fund, good price, service, quality food, and management know-how. It causes the hotel restaurants confront with management difficulties. In order to overcome the management difficulties, hotel restaurants have to improve their marketing abilities and especially to improve their service quality. For this, it is necessary fur hotel restaurants to investigate how their service providers and receivers recognize their service quality. In this research, we examined the cognitive three types of cognitive gaps among customers, service providers, and managers both on the service quality and on the positioning of hotel restaurants. Their cognitive gaps proved negatively correlated with hotel's performance. This research suggests the following findings. Firstly, the competitiveness of hotel restaurant depends on the accurate communication and consensus among managers, service providers, and customers. Secondly, using the information about cognitive gaps recognized, each hotel restaurant should develop concrete marketing plans and strategies with a careful consideration about its current competitive position and management condition.