• Journal of Distribution Science
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• v.19 no.2
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• pp.37-44
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• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.4
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• pp.38-44
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• 2013

Smart phones have brought rapid changes in this competitive world. Smart phone application developers are trying their best to consider the customer requirements in the most efficient way while considering all its attributes. However smart phone service quality has been given less consideration comparatively during the last few years. This paper proposes a measurement method for improving service quality of smart phone application. This method combines the service quality performance model (SQPM) and process capability index (PCI). The service quality performance model is used to identify service items that require improvement. Process capability index is used as a measure for prioritization of those improvements. Case study was carried out to search out important communication application service attributes. customer satisfaction level data was collected for users who used the application service. A total of twenty four service attributes were found during this survey. Using the joint approach of SQPM and PCI, five significant service attributes were prioritized for service quality improvement.

• Health Policy and Management
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• v.13 no.4
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• pp.28-47
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• 2003

The purpose of this study was to assess the user's satisfaction of health care service in public health centers in Busan. The study respondents were 212, those who visited health centers for health care service. Data were collected in July 2002 by using SERVQUAL(comprehensive service quality measurement scale) and 3 open questions for more details about service satisfaction and the needs for health care service. SERVQUAL has 5 dimensions； tangibles, reliability, responsiveness, assurance and empathy. The results were as follows ： 1. The users reported more satisfaction at 'just service cost', 'convenient service procedure' and 'clean physical environment' at SERVQUAL. Among them the highest rated item was 'service cost'. And the less satisfaction items were 'understanding and individual concerns about service users', 'medical equipment' and 'health center facilities'. 2. There were no statistical differences by general characteristics except for the kind of services rendered. Those who visited for physical examinations and laboratory tests reported lower satisfaction than any other groups. 3. At the open questions, the respondents expressed that they were satisfied with the low service cost, kindness of employee and clean environment. But they criticized the old facilities and worn medical equipment, in addition to the less than kind attitudes. These strengths and weaknesses of health center's service could be applied for planning of customer­centered health care service.

• Journal of the Korean Institute of Navigation
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• v.24 no.4
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• pp.269-283
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• 2000

Service is the source of firm's competitive advantage in recent years. The importance of service quality in any service industry doesn't need to be disputed. Customers have expected the improvement of the quality of service they receive ,so providers are struggling to meet these expectations. This study aims at finding factors of service quality in passenger transportation. An empirical investigation and the measurement on the perceived Service Quality by customers in the passenger transportation system was carried out. The purpose of this study is to clarify the factors of service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combines research tools that include both empirical study and documentary research. Data was gathered from 239 passengers by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation (SERVQUAL) model. Research findings through empirical test are as follows. First, five service quality dimensions in passenger transportation are identical to SERVQUAL dimensions defined by Parasuraman, Zeithaml, and Berry in 1988. Second, demographic segments such as gender and age don't have significant different dimension of service quality. Third, there is no significant difference between groups by experiences such as price level, abroad tour and vehicle type in determinants of transportation service quality.

• Journal of Service Research and Studies
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• v.13 no.1
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• pp.176-185
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• 2023

This study is a study to develop a model to measure the economic performance when introducing industrial safety design, which is emerging as a necessity for industrial accident prevention measures due to the increase in the industrial site nursing accident rate and the enforcement of the Serious Accident Punishment Act. To this end, studies on the concept of industrial safety management and industrial safety design and economic performance measurement in the field of industrial safety were conducted in terms of theoretical background. Based on the theoretical background, opinions on drafts of related indicators were collected through user opinion surveys, and focus group interviews and Delphi techniques were conducted with experts, and research was conducted to advance the model. In order to secure objectivity, the causal relationship between the introduction of industrial safety design, cost reduction effect, and sales increase effect was tested through regression analysis. After going through these steps, two models of economic performance measurement of industrial safety design were finally developed: a model based on the first-stage disaster loss cost reduction effect and a second-stage sales increase effect. In order to be applied to actual industrial sites, it should be able to be presented as a standard for the degree of service level agreement of industrial safety design beyond a simple checklist.

• Proceedings of the IEEK Conference
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• 2005.11a
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• pp.47-52
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• 2005

In this paper we describe SLA metrics and software architecture for newly upcoming IP TV service. Firstly we show the general description for IP TV. This consists of brief description of IP TV, the general figure of configuration and elements of IP TV network and communication protocol stack of IP TV data transmission for deriving communication quality parameter. And we propose SLA metrics depending on quality measurement point. According to the measurement point the measurable SLA metrics are different. The total view of the IP TV SLA measurement and management architecture is shown. When the quality measurement point is the routers that consist of internet node, the IP media NMS is the quality collection system. And when the quality measurement point is the IP TV STB(Set-Top Box), the IP media collector and Quality Collection Server are the quality collection system. And we show the software block diagram of IP TV SLA processing system and the other related network management systems.

• Proceedings of the Korean Society of Machine Tool Engineers Conference
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• 1998.03a
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• pp.190-195
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• 1998

The guidance core is a principal part installed between the ink and the pen nib for the function of supplying ink to paper with reqularity. The current measurement of this product, Guidance core, in service is done by on operator with a micrometer, which could result in the decrease of productivity and working efficiency as well as causing errors. In this study, the existing measurement of the dialmeter of the Guidance core in the centerless grinding process is changed to the inprocessor measurement which enables consecutive measurement during the production of the Guidance core, and this system is also developed to work properly under bad circumstances and to have superior reliance and operational efficiency.

• Proceedings of the Korea Contents Association Conference
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• 2005.11a
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• pp.611-615
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• 2005

Having been multimedia services in BcN network, QoS is best important factor. This paper classify existing services and newly to be offered services, analyze quality criterion and measurement method for QoS guarantee in BcN, This paper investigate end-to-end quality criterion, classify measurement method existing and newly to be offered services, search quality criterion, introduce measurement method such as call success rate, packet loss rate, one-way delay, jitter and R-value for end-to-end quality measurement.

• Journal of Power System Engineering
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• v.14 no.1
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• pp.40-46
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• 2010

This paper shows the development process for measuring three-dimensional flow velocity components in a web-browser. The system is developed in an embeddable C/C++ interpreter Ch and Ch-CGI toolkit. The interface for the web-based measurement system consists of a set of web HTML files and Ch files for CGI. All of data in web browser are passed to Ch-CGI script to generate the output of new HTML file. PC-Server and PC-Client can submit measurement parameters and receive the text/graphical results each other. PC-Client can control the test equipment by using a parameters that received from PC-Server. It also can pass the test results between the web-based measurement system. In summary, the designed measurement system is evaluated, the outputs shown well on the web browser.

• Nuclear Engineering and Technology
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• v.55 no.11
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• pp.4077-4082
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• 2023

Large areas must be rapidly screened to monitor radiation in marine environments. For this purpose, this study developed a mobile real-time gamma-ray measurement system for shipboard use and evaluated its performance. The system was developed to measure engine or generator cooling water by installing a canister inside the ship. The minimum detectable activity of the system is about 0.8 Bq/L for a 60 s measurement period, and real-time data transmission and remote control are possible. The system was tested in the field and is currently being installed and operated on ships in service. Such a ship-based real-time gamma-radiation measurement system is suitable for a wide range of marine radiation surveillance applications and is expected to be rapidly deployed.