• 유통과학연구
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• 제7권2호
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• pp.45-61
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• 2009

서비스 기업에서 이루어지는 서비스는 그 특성상 대기가 발생할 수밖에 없다. 그리고 이러한 대기는 고객의 서비스 품질이나 고객만족에 부정적 요인으로 작용하고 기업의 경쟁력을 약화시키는 원인이 된다. 이를 위해 고객의 서비스 대기 영향요인을 병원서비스 이용목적 고객별로 분류하여 그 차이를 분석하고, 고객의 지각된 서비스 대기에 영향을 미치는 요인으로 새롭게 고객만족을 추가하여 분석하였다. 분석결과 질병치료의 고객과 질병예방을 위한 건강검진을 목적으로 병원을 방문하는 고객 간에는 서비스 이용에 대한 대기비용과 거래의 중요도에서 유의한 차이를 보이고 있었다. 또한 대기시간에 유의한 영향을 미치는 변수는 대기비용, 지속성, 거래중요도 등도 확인할 수 있었지만, 본 연구에서 도출한 고객만족이 대기시간에 영향을 미치는 주요한 변수라는 사실은 기존 연구에서 다루지 않은 내용으로 실질적인 고객의 지각된 대기시간을 관리하는데 시사하는 바가 있다고 판단한다.

• The Journal of Korean Physical Therapy
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• 제10권1호
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• pp.139-148
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• 1998

The purpose of this study was to investigate the actual condition of physical therapy for leprosy patients of invalide home in Korea. The subjects were 928 leprosy patients who answered for the questionnaires kindly and lived in invalide homes such as An-Dong & San-Chung. The questionnaires survey was carried out from July to August 1997. The results of this study were as follows : 1. $67.6\%$ of the subjects said that they were knowing of physical therapy. 2. $88.4\%$ of the subjects who had been served physical therapy said that they were satisfied with it. 3. Between no physical therapy service group and physical therapy service group, treatment of pain was done in a different way. In physical therapy service group, for example, physical therapy treatment was most frequently used. But in no physical therapy service group, drug treatment was most frequently used. 4. The majority of the subjects responded that physical therapy was needed. 5. Each group expressed different kinds of difficulties with regard to physical therapy. No physical therapy service group, on the one hand, found it very difficult to visit physical therapy rooms. Physical therapy service group, on the other hand, complained of not having sufficient physical therapy appliance. 6. The situation of disability and disease was much worse in no physical therapy service group than in physical therapy service group. Especially, in case of low back pain and joint pain, no physical therapy service group complained of than suffering from these pains twice as often as physical therapy service group.

• Journal of Preventive Medicine and Public Health
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• 제41권5호
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• pp.315-322
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• 2008

Objectives : This study was performed to explore customer royalty and the related factors. Methods : 900 households(a 1% sample) were randomly selected from the total population of K city located in Kangwon province. An interview survey was performed with using a structured questionnaire for the subjects(923 persons) who had used medical service during the year before the survey, and the survey was done September, 2002. Results : When comparing the relating factors related with customer royalty according to the sociodemographic characteristics, the older group showed a significantly higher level of recognition for service quality, service reputation, internal customers' attitudes and switching cost. The lower income group showed a higher level of recognition for service quality, service image and switching cost. The lower educated group showed a higher level of recognition for service reputation, service image and internal customers' attitudes. The higher educated group showed a higher level of recognition for perceived risk, and seeking variety. In addition, the expert group or the service and manufacturing workers group showed a higher level of recognition for service involvement. On multiple regression analysis, internal customers' attitudes, service image, service reputation, service quality, switching cost, and substitutability showed significant relations with customer loyalty. Conclusions : This study showed that customer loyalty was significantly influenced by service factors like internal customers' attitudes, service image, service reputation, and service quality, and by market factors like switching cost, and substitutability. The results of this study can be used as a baseline for developing strategies to create and keep customers with high loyalty.

• 한국통신학회논문지
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• 제32권1B호
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• pp.22-30
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• 2007

본 논문에서는 분산 객체 관리의 편의성을 제공하고, 고장 발생시에도 안정된 서비스를 가능케 하는 고장포용 객체그룹(Fault-Tolerant Object Group, FTOG) 프레임워크를 제안한다. FTOG 프레임워크는 서비스 우선순위와 체크포인트 방법을 이용하여 두 가지의 고장 회복 방안을 제공하며 퍼지 기반의 부하 추론 과정을 통한 부하 분산을 수행하여 서비스 실행에서의 효율성을 높인다. 또한 가상의 홈네트워크 환경을 구성하고 FTOG 프레임워크를 적용하여 시뮬레이션을 통해 분산되어 있는 객체들의 관리 및 부하 분산 등 본 모델의 안정성 및 신뢰성을 검증하였다.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.236-242
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• 2000

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

• 정보처리학회논문지D
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• 제12D권6호
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• pp.905-914
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• 2005

본 논문에서는 센서 및 기기로부터 받은 정보를 이용하여 헬스케어 응용 서비스를 제공하고, 이를 원격에서 모니터링 및 제어할 수 있는 분산객체그룹 프레임워크 기반의 헬스케어 흠 서비스 시스템을 제안한다. 분산객체그룹 프레임워크는 헬스케어 응용의 수행을 위해 수행객체들 및 헬스케어 지원 센서 또는 기기들의 논리적인 서비스별 그룹화와 이들 그룹간의 상호 동적연결 및 실시간 서비스를 지원한다. 제안한 시스템의 구조는 3계층으로 헬스케어 지원 센서나 기기로 이루어진 물리적 계층, 분산객체그룹 프레임워크 지원 계층, 그리고 이들 기반위에서 수행할 헬스케어 응용 구현 계층으로 구성된다. 본 시스템 환경에서 헬스케어 응용으로 위치추적 서비스, 헬스정보 서비스, 그리고 쾌적환경 서비스들을 구현하였고, 각 서비스를 통합하여 수행한 결과를 원격 데스크탑과 이동 단말기를 통해 보였다.

• 한국문헌정보학회지
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• 제24권
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• pp.73-112
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• 1993

The purpose of this study is to identify what are the common characteristics which enable the information management offices of research institutes to provide information services with their companies in effective ways, and furthur, in other to clarify what factors helf the improvement of effectiveness of information services. I have made on-the-spot investigations for the confirmation of present conditions of information service units of research institutes, their statistic data, and their managerial state. I have restricted my research to 36 information service units, as research targets, which are located in Changwon, Choongchong, and Kyongin areas as the reason mentioned in the introduction, and from their research data they keep, I have classified the top 10 information service units as Group A which show the most frequent use or application frequency of research data per a researcher, where as the lowerest 10 information service units are classified as Group B by the same evaluation of application frequency of their data. Then, the result of the comparision between Group A which provide high information services in effective ways and Group B which provide low information services with poor management leads me to identify the following characteristics in terms of the analyses of utilization of the data they process: 1. Those information service units in Group A have more volumes of books and information data, and annual increasing rates of books and informations are higher than those of Group B. 2. The regulations of book circulation in Group A are prescribed for the benefits of users, and if a long-term loan is not permitted, they are allowed to borrow more books at a time than in Group B. 3. The proportion of librarians to researchers is high, the librarians' career is long and their professional education background (the rate of librarians who majored in library science and information) is high In Group A. 4. Most of the directors of information service units are those who majored library science and information, and for the most part, librarians are promoted to the directors of information service units in Group A. 5. The information service units are managed directly under the directors of research institutes in their organization in Group A. 6. The information service units offer an education for information utilization to researchers as one of their managerial programs, and the contents of education are diverse, rich and informative in Group A. 7. The kinds of informations are various in Group A such as, SDI, prompt reports of contents of new informations, circulation of newly published publications, translation service, information analyses, critical reviews, etc. 8. The information service units in Group A have joined various cooperative systems which are aimed at cooperation, co-ownership of resources and informations. These findings lead me to argue that the hypothesis suggested in the introduction of this thesis has been proved without exception.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• 복식
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• 제64권3호
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• pp.93-107
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• 2014

This study examines the differences in store service quality and relationship benefits according to clothing consumption values. This study has collected data from adult consumers in their 20s to 60s via offline and online surveys. A total of 459 survey responses were used for the final analysis. The results of this study were as follows. First, clothing consumption values were composed of 4 factors: emotional, conspicuous, individuality, and practical value. In light of the tendency of consumers' clothing consumption values, consumers have been grouped into 3 consumption groups: hedonic, practical, and practical symbolic. Second, consumers considered price policy product quality, salesperson, product assortment promotion, and convenience of store service quality in the order of importance. Regarding the relationship benefit, consumers considered psychological benefit, economic benefit, informative benefit and social benefit in the order of importance. Third, regarding the importance in service quality for clothing consumption value group, practical symbolic consumption group and practical consumption group considered price policy quality service more important than hedonic consumption group, and practical symbolic consumption group considered product assortment quality, promotion service, salesperson service, convenience of store service more important than other groups. Fourth, regarding the importance of relationship benefits for the clothing consumption value groups, practical symbolic consumption group considered informative benefit and social benefit more important than other groups. The practical symbolic consumption group and practical consumption group considered psychological benefit more important than the hedonic consumption group.

• 사회복지연구
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• 제40권3호
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• pp.213-242
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• 2009

본 연구에서는 사회복지서비스의 이용여부에 영향을 미치는 요인과 이용수준에 영향을 미치는 요인을 소인성 요인, 가능성 요인, 욕구요인으로 구분하여 각각의 영향관계를 살펴보고 이를 일반계층과 저소득층으로 나누어서 비교해 보았다. 분석결과, 사회복지서비스 이용여부에 있어서는 일반계층과 저소득층 모두 배우자가 있는 경우, 동거가족이 많을수록, 건강이 안좋다고 느낄수록, 만성질환이 없는 경우에 사회복지서비스를 이용할 가능성이 높았다. 사회복지서비스 이용수준에 있어서는 배우자가 없는 경우, 가구소득이 일반계층에서는 적을수록, 저소득층에서는 높을수록, 동거가족수는 많을수록, 건강이 좋지 않다고 느낄수록, 만성질환이 있는 경우가 사회복지서비스 이용수준이 높았다. 이 외에 저소득층에서는 여자보다 남자일 경우, 연령이 적을수록, 고졸이상보다는 중졸이하 집단이, 취업자보다는 미취업자가, 거주지역이 서울 광역시일 경우, 생활만족도가 낮을 경우 서비스 이용수준이 높아졌다. 이상의 연구결과는 각 계층별 특성과 욕구가 다르며, 서비스의 목적과 내용에 따라 잠재적인 대상자들의 욕구조사를 통해 보다 체계적이고 적절한 서비스를 제공할 필요가 있음을 시사한다.