• 경영과학
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• 제29권1호
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• pp.115-129
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• 2012

Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.

• 한국항해학회지
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• 제23권3호
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• pp.75-89
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• 1999

The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

• 산업경영시스템학회지
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• 제28권4호
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• pp.7-13
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• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

• 한국정밀공학회지
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• 제27권4호
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• pp.40-45
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• 2010

Evaluation of uncertainty is an ongoing process that can consume time and resources. It can also require the service of someone who is familiar with data analysis techniques. Therefore, it is important for laboratory personnel who are approaching uncertainty analysis for the first time to be aware of the resources required. International inclination of measurement filed to guarantee the traceability and confidence of measurement results discards the error concept and instead analyzes the measurement uncertainty. In this paper, we analyzed the elements of measurement uncertainty on surface roughness test which are the important things in mechanical parts test. Repeat the test by 3 men, the measurement uncertainty could be calculated.

• 한국과학교육학회지
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• 제38권5호
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• pp.753-763
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• 2018

학습자들이 갖고 있는 과학자 이미지는 과학학습이나 과학 관련 직업 선택에 중요한 영향을 미친다. 과학자의 이미지는 주로 그리기 분석법을 활용하여 분석하였다. 그리기 분석법은 그리는 것에 제한이 있어 주로 과학자의 외형적인 이미지를 분석하였다. 과학교사들이 갖고 있는 과학자의 이미지 및 과학 관련 직업에 대한 인식은 학생들의 과학학습이나 과학 관련 직업 선택에 중요한 요인이다. 하지만 과학교사들을 대상으로 하는 연구는 부족한 편이다. 따라서 이 연구의 목적은 의미분석법을 통해서 과학자 이미지 측정도구를 개발하고 적용하여 측정 도구의 유용성을 알아보고, 중등 예비 과학교사의 과학자 이미지 및 과학 관련 직업에 대한 인식을 조사하여 교육적 시사점을 논의하는 데 있다. 연구 대상은 사범대학교에서 과학교육을 전공하는 2, 3학년 남학생 79명, 여학생 55명 총 134명이다. 연구결과 과학자 이미지 측정도구는 '능력', '평가', '활동', '정서'의 4개 요소, 24문항으로 구성되었다. 개발한 측정도구를 활용하여 중등 예비 과학 교사들에게 적용한 결과 과학자의 '평가', '능력', '활동' 요소에 대한 이미지는 높은 반면에 '정서'는 낮은 것으로 나타났다. 성별에 따른 통계적인 유의미한 차이는 없었다. 과학 관련 직업에 대해서는 '힘들다', '전문적이다', '똑똑해야한다', '복잡하다' 등으로 인식하는 것으로 나타났다. 특히, 남학생들은 '힘들고 어렵다'라고 인식하는 반면 여학생들은 '도전적이고 복잡하다'라고 인식하는 것으로 나타났다. 끝으로 과학자 이미지 측정도구 활용의 유용성 및 중등 예비 과학교사들의 과학자 이미지, 과학 관련 직업에 대한 교육적 시사점을 논의하였다.

• 무역상무연구
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• 제30권
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• pp.3-26
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• 2006

Supply chain is viewed as a number of organizations(at least three) working cooperatively with at least some shared objectives. The concept of supply chain management represents the most advanced state in the evolutionary development of purchasing, procurement and other supply chain activities. This study aims to analyze and develop a measurement instrument for supply chain performance in international logistics. A measurement instrument for supply chain performance in international logistics are developed by Lai et al(2002). Supply chain reliability, customer service and cost are constructed reflecting service effectiveness and operations efficiency between shipper, forwarder and liner. The results of this study are as follow. We firstly tested the measurement properties of the sub-dimension of the supply chain performance construct using reliability test and confirmatory factor analysis follow by exploratory factor analysis. For each of the factor, reliability and validity are achieved because of the significant loading of the measurement items on their latent factors. Further research perform the analysis of variance by multi respondents within each firm and across partner firms in the supply chain. The result of analysis present the difference with shipper, forwarder and liner in statistics.

• 한국콘텐츠학회논문지
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• 제6권8호
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• pp.20-29
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• 2006

본 논문은 IP를 통한 화상전화 서비스 환경에서 통화 품질 측정 E-Model을 개선하여 품질 분석과 유비쿼터스 환경에 적합한 화상전화 서비스 통화 품질 측정 모델을 제안한다. 이 연구는 영상전송에서 여러 손실 요소 중 부호화 및 지연에 관련된 모델을, 음성에서는 버스트 패킷 손실과 최신 효과를 적용하여 화상전화 서비스의 품질을 측정할 수 있게 하며, NR factor측정 모델과 UR factor측정 모델을 사용하여 사용자가 인지하는 실제 품질에 더 가깝도록 지연과 최신효과를 추가하는 방법을 제공한다. 결과적으로 화상전화 서비스 통화 품질 모델에 최신 효과를 감안하여 기존 모델보다 더 정확한 결과 값을 보일 수 있다.

• 보건의료산업학회지
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• 제12권2호
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• pp.149-162
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• 2018

Objectives : This study aimed to develop tools to measure the social responsibility activities of hospitals using ISO 26000 and to verify the validity and reliability of the developed tools. We verified the content and structural validity, as well as the internal consistency of the proposed measurement tool for hospitals' social responsibility. Methods : We conducted an online survey on hospitals/employees from Feb 26 to Mar 12, 2018, and analyzed selected 197 respondents from the survey by removing incomplete responses. Results : The developed hospitals' CSR (HSR) measurement tool consists of 36 items with 5 factors: "consumer issues", "labor practices", "community involvement & development", "fair operating practice", and "environment". Analysis revealed high reliability with Cronbach' alpha of 0.981. Conclusions : It was verified that the developed HSR tool fully reflected hospital characteristics. This tool can be used to diagnose hospitals' social responsibility and to support strategic decision on social responsibility.

• 품질경영학회지
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• 제22권1호
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• pp.1-32
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• 1994

• 한국의류학회지
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• 제28권3_4호
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• pp.483-490
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• 2004

By using the formerly established SERVQUAL Model, measurement methods and determinant variables in the other papers for the Service Quality, this study first focuses to find out the difference consumers' evaluation between before-experience and after-experience of the educational service, and second, to examine the difference consumers' evaluation between before-experience and after-experience of the educational service according to pre-recognition degree for the subjected educational service quality. The results are derived as follows. 1. As a consequence of the simulation, the consumers distinctly tend to recognize importance of human concern and visual aspect after experience of educational service. 2. Between the group with more pre-recognition degree and less pre-recognition degree for the subjected educational service quality, have no difference.