• Food Science and Preservation
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• v.17 no.6
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• pp.889-896
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• 2010

We evaluated the sanitation management practices in food delivery companies that supply food and food ingredients to school food-service establishments. We examined the practices 38 food delivery companies located in the Daegu and Gyeongbuk areas of Korea. Sanitation management practices were self-evaluated using a Likert 5-point scale. The total mean score for delivery company sanitation performance was 4.45. Scores for perceived sanitation management performance of the delivery companies were: food ingredient storage and management (4.47); delivery worker (4.47); and management of delivery van (4.38). The personal hygiene score was significantly higher than those of other sanitation inspection items evaluated (p<0.05). Delivery company managers believed that their sanitation management programs kept food hygienically and that the food was delivered to a high level of safety and at optimal quality. However, the managers thought that food quality standardization was needed to ensure transparency in delivery. Food delivery companies wish to obtain sanitation and supply certifications if they meet certain criteria.

• Journal of Distribution Science
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• v.13 no.8
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• Quality Improvement in Health Care
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• v.5 no.2
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• pp.202-215
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• 1998

Purpose : To shorten processing time for variety of medical affairs of the patient at the outpatient clinic of a big hospital is very important to qualify medical care of the patient. Therefore, patient's waiting time for drug delivery after doctor's prescription is often utilized as a strong tool to evaluate patient satisfaction with a medical care provided. We performed this study to investigate factors influencing patient satisfaction related with waiting time for drug delivery. Methods : The data were collected from July 21 to August 12, 1998. A total 535 patients or their families who visited outpatient clinics of Inha University Hospital were subjected to evaluate the drug delivery time and the level of their satisfaction related, which were compared with those objectively evaluated by Quality Improvement Team. The reliability of the scale was tested with Cronbach's alpha, and the data were analyzed using frequency, t-test, ANOVA, correlation analysis and multiple regression. Results : The mean drug delivery time subjectively evaluated by the patient (16.1 13.0 min) was longer than that objectively evaluated (10.9 7.6 min) by 5.2 min. Drug delivery time objectively evaluated was influenced by the prescription contents, total amount or type of drug dispensed, etc, as expected. The time discrepancy between two evaluations was influenced by several causative factors. One of those proved to be a patient's late response to the information from the pharmacy which the drug is ready to deliver. Interestingly, this discrepancy was found to be more prominent especially when waiting place for drug delivery was not less crowded. Other factors, pharmaceutical counseling at the pharmacy, emotional status or behavior of a patient while he waits for the medicine, were also found to influence the time subjectively evaluated. Regarding the degree of patient satisfaction with the drug delivery, majority of patients accepted drug delivery time with less than 10 min. It was also found to be influenced by emotional status of the patient as well as kindness or activity of pharmaceutical counselor. Conclusion : The results show that, besides prescription contents, behavior pattern or emotional status of a patient, environment of the waiting place, and quality of pharmaceutical counseling at the pharmacy, may influence the patient's subjective evaluation of waiting time for drug delivery and his satisfaction related with the service in the big hospital. In order to improve patient satisfaction related with waiting time for drug delivery, it will be cost effective to qualify pharmaceutical counseling and information system at the drug delivery site or waiting place rather than to shorten the real processing time within the pharmacy.

• Management & Information Systems Review
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• v.15
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• Asia-Pacific Journal of Business
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• v.13 no.3
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• pp.449-461
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• 2022

Purpose - The purpose of this study to explore factors consumers prioritize when purchasing seafood online. The originality of the study lies on adopting AHP-based approach in analyzing prioritized purchasing factors of seafood online. Design/methodology/approach - A survey was conducted targeting Korean consumers who have purchased seafood online. AHP method was applied to rank factors consumers prioritize before making decision. Findings - First, product's factor ranked first among other high level factors including delivery service, seller, online platform. Second, sanitation, taste, country of origin ranked first, second, third respectively, within product's factors. Third, safe delivery, timeliness, information accuracy ranked first, second, third respectively, within delivery factors. Fourth, consumer reviews, consumer response ability, promotion ranked first, second, third within seller factors. Fifth, Personal information management system, credibility, user-friendliness ranked first, second, third, within online platform factors. Research implications or Originality - To activate seafood online market, it is crucial to assure consumers that the seafood is well managed in a sanitary way from the production site to table. Existing government programs such as seafood traceability system, HACCP, and cold-chain infrastructure needs improvement. Due to highly perishable characteristic of seafood, delivery factors matter when purchasing online. Online platforms needs to continue to improve delivery service. Seafood products are mostly not branded and without objective information about their properties. Creating quality classification and seafood brands are likely to help consumers chose seafood online.

• Journal of Digital Convergence
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• v.14 no.5
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• pp.39-46
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• 2016

The history of Social service is above 10 years. Owing to corresponding to the user's needs social services sector is expanding. And, to deal with them, the social delivery systems has been changed. Traditional social welfare delivery system is provided by public facilities and private facilities. On the other hand, Social Services is made up of the traditional social welfare delivery system and new delivery system which is composed of profit organizations and non-profit organizations. Considering this, Study attempted to compare the performance evaluation of supply type-profit and non-profit social service organizations. Performance evaluation method was applied to net income, except for expenditure in total revenue. Net income difference between profit organization non-profit organization was assessed by T-test. We conclude that the two population means are different at the 0.05 significance level. Looking in detail, the non-profit organizations were found to be higher than the non-profit organizations, labor costs, operating costs, facility cost and consumable costs, but part of the business expense costs, the non-profit organizations was higher than the profit organizations.

• Journal of the Korean Operations Research and Management Science Society
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• v.37 no.2
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• pp.31-43
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• 2012

Delivery of a good quality of service in an efficient manner requires matching the supply of capacity with customer demand. Much research has employed queueing models that analyzed the service system on the basis of independent and stationary customer arrivals. However, the appointment system, which is widely used to facilitate customer access to service in many industries including healthcare, has significant influence on the customer arrival process so that the independent and stationary assumption does not hold in an appointment-based service system. In this regard, this paper aims to propose a model for accurate illustration of the appointment-based customer arrival process. The use of the proposed model allows us to evaluate the overall system performance such as mean waiting time and service level under various appointment policies instead of conducting simulation studies.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.376-381
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• 2004

The goal of this article is to stress the importance of good quality in telecommunication services and to introduce two basic concepts on the service quality in the telecommunication industry: QoS(Quality of Service) and NP(Network Performance) Based on these notions, presented is an integrated scheme for quality improvement in telecommunication services. Tn particular , proposed with this framework Is an efficient and effective establishment of a balanced set of parameters for continuous monitoring and correct ions of service performance.

• International conference on construction engineering and project management
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• 2011.02a
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• pp.299-303
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• 2011

Congestion is a growing concern of many global cities and the demands on Infrastructure services within a locale coupled by the rising expectations from the growing population places stress on these cities. This entails the ability to build a sustainable community that requires an understanding and recognition of Population growth, changing demographics and the ever changing urban development on both a macro and micro level. Infrastructure is an integral part of Australian economy, particularly the 'Infrastructure Assets Management' which highlights the importance towards the development of sustainable communities for Melbourne's future. Melbourne 2030 is a comprehensive representation of government's response to a wide-ranging population growth within Melbourne metropolitan and surrounding areas. Urban plan and specific Infrastructure Assets Planning needs not only to provide sufficient Infrastructure to a community, but it must also be efficient and innovative so that it produces an optimised management system. A system that incorporates engineering techniques that will be sustainable for decades to come by maintaining an acceptable level of services to its intended community in an effective manner, which also strengthens service delivery. The fundamental challenges for optimization of Infrastructure with the Melbourne urban plan is, the ability to manage and sustain maintenance of Infrastructure to provide the acceptable level of service required by the community in a most effective manner which also strengthens service delivery to contribute towards Melbourne 2030. This paper particularly investigates some of the fundamental issues within the Melbourne urban plan such as Infrastructure Asset Management, AusLink and the Australian Road Management Act 2004, which the Governments at all levels must deal with to provide an economically viable solution to the changing Infrastructure so it may suits the needs and services the strategies of a metropolis.

• Journal of the Korean Society for information Management
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• v.31 no.3
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• pp.89-110
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• 2014

In this study, we analyzed KERIS Document Delivery Service (DDS) using its transaction data for the period of nine years from 2004 to 2012. We first examined the overall statistics focusing on member contributions, and conducted a network analysis based on the records of request/response (supply) between member libraries. Key findings include the following: First, in over 80% of member libraries, the number of outgoing requests exceeded the number of their responses to incoming requests. That is, for the vast majority of member libraries, their participation was concentrated on the request side. Second, KERIS DDS relies heavily on a relatively small number of top contributors, especially on the supply side. While the top contributors were active in both requests and responses (supplies), in most cases, they received and processed a disproportionally large number of requests. Third, the network analysis based on DDS requests for journal articles in 2012 further revealed the central role of top contributors. The level and pattern of concentration, however, appeared to differ by subjects (DDC). Three main patterns of centralization were found in different subjects - a network centered on a single member, a network having multiple centers, or a distributed network.