• 한국비블리아학회지
• /
• 제29권1호
• /
• pp.369-391
• /
• 2018

본 연구의 목적은 조직의 성과목표 달성 정도를 도서관 각 부서별로 평가할 수 있는 방법론을 제안하는 것으로, '공공기관 고객만족지수(Public-service Customer Satisfaction Index, 이하 PCSI)모형'의 선행요인 모형을 활용하여 방법론을 설계하였다. 본 연구를 위해 대규모 도서관 한 곳을 선정하여 업무를 분석하고 업무 중 고객만족에 영향을 미치는 성과목표와 관련 있는 업무만을 추출하여 12개 서비스 품질지표와 매핑하였다. 매핑 결과는 서비스품질에 대한 고객의 평가를 기반으로 조직성과를 측정할 수 있는 성과측정표로 설계되었다. 도서관 이용자 341명이 참여한 설문조사로 서비스 품질을 실제로 측정하고, 그 결과를 업무분석표에 대입함으로써 조직 전체와 부서별 성과평가 점수를 산출하였다. 서비스품질 점수를 활용한 이 부서별 성과평가 방법론은 전 부서에 공통적으로 적용할 수 있는 동시에 각 부서의 개별적 성과까지 평가할 수 있는 단일 측정도구를 제시하므로 그 효율성이 높다. 추후 후속 연구를 통해 본 연구결과에 제안한 개선안도 추가 검증함으로써 서비스품질과 고객만족에 기반한 정성적 평가도구로 활용성을 향상시킬 수 있을 것이다.

• 동아시아식생활학회지
• /
• 제17권5호
• /
• pp.727-737
• /
• 2007

The aims of this study was to suggest a new efficiency measurement indicator for evaluating the management efficiency of decision making units(DMUs) in the contract foodservice industry. The data envelopment analysis(DEA) model which considers multiple inputs and outputs and looking for benchmarks, was used to compare the productivity of DMUs. We considered sales, profits, and customer satisfaction as output variables and it adopted food cost, labor cost and administrative expense as input variables. The results of applying DEA revealed relatively efficient types of business and service types. The efficiency of school units was highest and the mired service type was the most efficient one. In this study the CCR model efficiency was analysed with profit and the customer satisfaction index by the matrix method. DEA efficiency was correlated with profit but there was no correlation between DEA efficiency and the customer satisfaction index.

• 경영과정보연구
• /
• 제18권
• /
• pp.41-67
• /
• 2006

Value Creation issue for customers is emerging from the college education. Most colleges are facing to cope with over-supplied education facility problems against reducing population to apply to enter universities/colleges. The best way to overcome those problems might be to implement the Customer Satisfaction Management Strategy as if they were private firms for making profit. The main purpose in this study is to provide guidelines for CS strategy with a private college. It is focused on designing research plans and searching CS index. The process of this study is as follows; - Introduced the value creation strategy for customers with private colleges. - Proposed the CS management which is very important for enhancing competitive power - Evaluate various models to measure service quality and CSI for college service. - Provided some guidelines to research design of CS according to 6 customer categories. - Proposed some methodologies to apply a service quality measurement model. - Suggested a revised model from SERVPERF to adapt with college customers satisfaction. The result from this study showed that Customer Satisfaction Management would be the most important strategy to cope with confronting difficulties for private college and the revised model from SERVPERF would be an alternative solution. Further study is essential to assure the suggested model is valuable for private colleges because empirical test has not completed yet.

• Journal of information and communication convergence engineering
• /
• 제8권3호
• /
• pp.343-347
• /
• 2010

Cyber education has been predicted that it would become the primary education system of 21st century as a way of education focusing on consumers, with the aspect that it seems to be able to satisfy the demand about re-education and lifelong education as the acceleration of fast knowledge accumulation throughout every field of society in the digital era. However, cyber education system has a lot of problems which are for that it lacks of human resources for effective interaction, and it can be disadvantageous to certain type of students with a class environment concentrated on reading and writing and with foundation on computer technology. Therefore, in this thesis, We intended to analyze factors influencing satisfaction of people studying in a situation that cyber education has been required to be a mainstream system of education in the midst of trend of changing paradigm of college education recently, and to suggest some possible solutions for cyber education at university.

• 품질경영학회지
• /
• 제37권1호
• /
• pp.80-90
• /
• 2009

Nowadays, there are many companies which employ the SQI measurement to assess service quality. The purpose of this study is to measure the service efficiency for Bank Industry. In this paper, we tried to measure the efficiency of service quality and overall customer satisfaction by using Data Envelopment Analysis(DEA). Rather than using the usual method of converting the Service Quality Index(SQI) into mean value, we applied CCR/BCC models in DEA to service quality efficiency. Also, DEA/PS Model is recommended as appropriate model for evaluating service efficiency by complementing the shortfalls of the weighted value of DEA Model. In this study, six dimensions of service quality were considered as input variables and output variables(overall customer satisfaction, reusing intention, and word of mouth). The result of this study statistically verifies that 5 DMUs are relatively efficient, and intensive activities for service efficiency are needed for 20 sample branches. Managerial implications based on the analysis were suggested.

• 기본간호학회지
• /
• 제22권1호
• /
• pp.7-15
• /
• 2015

Purpose: This study was done to investigate the correlation among emotional labor, nursing professional values, and job satisfaction and identify factors that affect job satisfaction of nurses working in small and medium-sized hospitals. Methods: Data were collected from 214 nurses in S city. The following measurement tools were used: Emotional labor by Morris et al. (1996), Nursing Professional Values Scale by Yeun et al. (2005), and Index of Work Satisfaction by Stamps et al. (1978). Collected data were analyzed with SPSS/WIN 18.0 using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient, and multiple regression. Results: Participants' scores for emotional labor, nursing professional values and job satisfaction were $3.11{\pm}0.48$, $3.46{\pm}0.39$, and $3.02{\pm}0.29$ respectively. Emotional labor showed a negative correlation with job satisfaction (r=-.33, p<.001), while nursing professional values showed a positive correlation with job satisfaction (r=.58, p<.001). Emotional labor and nursing professional values were identified as factors influencing job satisfaction. The model explained about 39% of the variance in job satisfaction (F=67.40, p<.001). Conclusion: The results of this study suggest that it is important to manage emotional labor as well as to improve professional values and job satisfaction of nurses working in small and medium-sized hospital.

• 산업공학
• /
• 제12권4호
• /
• pp.487-495
• /
• 1999

Mobile telecommunication service is one of the most competitive and rapidly growing industries in Korea. In competitive environments, it is essential to measure and improve customer satisfaction(CS) levels. However, there are a few problems in existing methods of CS measurement. First, sacrifice such as price is not included properly. Thus, the CS is not expanded into the value concept which is important to customer's behavioral intention. Second, CS measurements are not benchmarked with other competitive companies and CS index cannot reflex it properly. AT&T experienced these problems and suggested customer value added (CVA) for CS measurement. In this study, we try to introduce the CVA concept into our mobile telecom services. CS attributes were constructed, an survey was conducted for 5 mobile telecom companies, CS survey results were presented, and the validity of CVA concept was discussed.

• 동서간호학연구지
• /
• 제4권1호
• /
• pp.21-33
• /
• 1999

This study is a descriptive research to identify lifestyle for health promotion, health condition, and degree of life satisfaction based on Korean elderly's physical constitution. The interviewee of this research was 53 outpatients of Oriental herbal medicine hospitals who are the residents either in Seoul or Taegu city. The data collection was performed during the March to the November of 1999. The research tools used for the measurement of the lifestyle for health promotion was "The Health Promoting Lifestyle Profile" developed by Walker, Sechrist and Pender. Measurement of the health condition was carried out using CMI(Cornell Medical Index) developed by Brodman, Erdmann, Lorge and Wolff. The Index for degree of the life satisfaction of elderly developed by Yun Jin was utilized to measure the degree of life satisfaction. Data analysis was performed using SPSSWin 9.0 software. In some cases, frequency, percentile, t-test, ANOVA or Pearson Correlation was also used to meet the specific research purposes when necessary. Tukey test was done for the post test. The conclusions are as follows. 1) The ANOVA test showed a significant difference in the lifestyle for the health promotion depending on physical constitutions of the interviewee. According to the Tukey test, 태음인 ($103.67{\pm}16.81$) performed better lifestyle for the health promotion than SOEMIN(少陰人, $85.34{\pm}12.69$) and 소양인($88.47{\pm}16.81$) (F=6.72, p=.003). 2) The result of the Pearson Correlation showed a positive correlation between the lifestyle for health promotion and health condition. As a result, the group practicing lifestyle for health promotion maintained a good health condition. Result of the Pearson Correlation also showed a proportional correlation between the lifestyle for health promotion and life satisfaction. Accordingly, the group practicing lifestyle for health promotion maintained a high degree of life satisfaction. Finally, the result of the Pearson Correlation showed a proportional correlation between the health condition and the degree of life satisfaction. Consequently, the group in a good health condition showed the high degree of life satisfaction.

• 임상간호연구
• /
• 제22권2호
• /
• pp.109-117
• /
• 2016

Purpose: The purpose of this study was to identify the influence of nursing practice environment, compassion fatigue and compassion satisfaction on burnout among clinical nurses in Korea. Methods: A descriptive crosssectional study was conducted. The sample consisted of 210 clinical nurses from three tertiary hospitals located in Seoul. Measurement instruments included the Korean version of the Practice Environment Scale of Nursing Work Index (K-PES-NWI) and Stamm's professional quality of life (ProQOL). Descriptive statistics, t-test, ANOVA, correlation analysis, and multiple regression were used to analyze the data. Results: Nursing practice environment had moderate negative influence on burnout (r=-.38, p<.001). Compassion fatigue had strong positive influence on burnout (r=.50, p<.001), while compassion satisfaction had strong negative influence on burnout (r=-.61, p<.001). The regression model explained 63% of variance of burnout and the compassion satisfaction was the most influencing factor for nurses' burnout. Conclusion: This study identified nursing practice environment, compassion fatigue and compassion satisfaction as influencing factors for nurses' burnout. Strategies to decrease compassion fatigue, enhance compassion satisfaction and create better nursing practice environment are recommended to decrease nurses' burnout.

• 동서간호학연구지
• /
• 제11권1호
• /
• pp.65-74
• /
• 2005

This research has been conducted in order to compare and analyze the role-conflict, job stress and job satisfaction of nurses according to their current work posts. The subjects of this research were carefully selected 426 nurses from 2 university hospitals. The research tool were a role-conflict measurement index, job stress a tool, and job satisfaction Minnesota Satisfaction Questionnaire. The data have been collected using a structured questionnaire from March to May 2003. The collected data have been analyzed using the SPSS PC 10.0V program. The nurses at Intensive Care Unit (ICU) showed highest level of job stress while the nurses at surgical ward showed the lowest level of job stress (F=8.37, p=.000). There was no significant difference in role-conflict and job satisfaction according to the current work posts. According to the results of this research, there was a difference in stress according to the current work posts, and it turned out that the nurses at ICU had the highest level of stress compared to the nurses at other departments, and it causes a fall in job satisfaction.