• 품질경영학회지
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• 제37권4호
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• pp.100-110
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• 2009

The customer-driven efficiency evaluation has been in the mainstream of public administration research, since the 1980s. However, there have been relatively fewer efficiency evaluation research in public administration compared to those of public institutions. This paper is to analyze the service efficiency of public sector using Data Envelopment Analysis(DEA). We suggested two stage DEA model to accomplish efficiency evaluation that an operation and performance characteristic of the public institution were reflected and then the number of the government employee and tax expenditure per residents were used as the input elements at the 1st stage and four integrated service dimensions were used as the output elements. At 2nd stage, four integrated service dimensions and citizen's satisfaction were used as the input and output elements respectively. In addition, we suggested PSEI(Public Service Efficiency Index) which showed the efficiency of the public sector using the two stages efficiency result. According to the results for '07, there were no efficient institutions among 15 DMUs and the most efficient public institution was K(0.9150). In case for '08 analysis, there was only one efficient DMU.

• 정보처리학회논문지D
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• 제15D권3호
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• pp.387-398
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• 2008

최근 정보화에 대한 성과평가는 투자성과에 미치는 효과를 정량적, 정성적으로 분석하여, 전통적인 투자 수익률에 근거한 가치평가방법의 한계를 극복하기 위한 다양한 성과평가방법이 응용되고 있다. 하지만 공공분야의 성과평가는 평가영역에 대한 정성적 평가 중심의 성과여부를 도출하는데 머무를 뿐, 정보화 품질을 향상시키는 데까지는 이르지 못하는 단점이 있다. 따라서 본 논문에서는 기존 공공분야 성과평가의 한계점을 개선하고 품질평가와 정량적 평가를 반영함으로써, 정보화 품질 향상과 평가결과의 객관성 및 신뢰성을 보장하는 통합성과평가모델을 제안한다. 그리고 정보화사업으로 추진된 행정정보DB구축사업을 대상으로 사업목적을 고려한 평가영역별 반영비율 및 가중치를 적용한 평가결과를 도출하였다.

• 한국정보과학회논문지:정보통신
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• 제36권4호
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• pp.360-368
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• 2009

세계적으로 가입자망의 고도화 및 광대역화가 경쟁적으로 추진되고, 이에 따른 신규 서비스도 활성화되고 있는 추세이다. 국내 광통신 산업의 저변 확대와 육성 발전, 차세대 장비 개발, 광가입자망 기반 고품질 서비스 및 플랫폼 개발의 일환으로, ETRI(Electronics and Telecommunications Research Institute)에서는 자체적으로 FTTH(Fiber-To-the-Home) 표준 BMT(Bench Mark Test) 테스트베드와 네트워크 운영센터 및 IPTV 서비스 장비로 FTTH 서비스센터를 구축하고, 통신망사업자를 통하여 규모 있는 상용 광가입자망을 구축하고 연동하였다. 본 논문에서는 ETRI의 FTTH 서비스센터와 통신사업자의 상용 광가입자망 구축에 사용되는 FTTH E-PON(Ethernet Passive Optical Network) 시스템에 대해 QoS(Qualiy of Service) 기반의 TPS(Triple Play Service)와 QoE(Quality of Experience) 측면에서 시험한 성능 평가 결과를 기술하였다.

• 한국경영과학회지
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• 제32권1호
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• pp.1-13
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• 2007

Nowadays, ubiquitous computing services begin to be suggested from a few domains such as supply chain, logistics, and location-based services. However, to what extent the services will be successful is hard to be estimated, mainly because a sophisticated service evaluation method focusing on the ubiquitous computing perspective has not been supplied. Hence, this paper alms to build a model to assess the quality of ubiquitous computing service. To do so, an amended model, Ubi-SERVQUAL, is applied to assess the service quality mentioned in ubiquitous computing scenarios. According to the Ubi-SERVQUAL, we found that an actual service with higher quality should consider reliability. responsiveness, assurance and empathy in order to increase customer satisfaction, computer system's intimacy with users and trust.

• 한국콘텐츠학회논문지
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• 제9권3호
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• pp.81-90
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• 2009

서비스지향구조 소프트웨어 품질평가는 품질 향상을 유도할 수 있는 기술로서 국제 표준을 수용하는 전략기술 개발을 통해 객관성과 활용도를 높일 수 있고 많은 소프트웨어 기업들이 비즈니스 요구사항과 연계된 솔루션을 구현하기 위한 방법으로 서비스지향구조 기법을 사용하고 있다. 또한, 정부차원의 시범사업이 추진되고 있으며 관련 업계의 기술 개발에 따라 서비스지향구조 기반 소프트웨어의 상용화가 확산되고 있다. 따라서, 본 연구에서는 서비스지향구조 기반 소프트웨어의 유지보수성 품질을 평가하기 위해 시험 메트릭을 제안하였고 품질을 측정하고 그 결과를 적절한 기준에 따라 판정하는 방법에 대해 연구를 수행하고 평가 사례를 제시하여 평가 방법을 명확히 제안하였다. 본 연구를 통해 서비스지향구조 기반 소프트웨어의 유지보수성 품질향상을 유도하고 서비스지향구조 기반 소프트웨어에 대한 양적/질적인 수요를 충족할 수 있다고 본다.

• 한국작물학회:학술대회논문집
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• 한국작물학회 2018년도 춘계학술대회
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• pp.93-93
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• 2018

• 한국작물학회:학술대회논문집
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• 한국작물학회 2018년도 춘계학술대회
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• pp.92-92
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• 2018

• 한국작물학회:학술대회논문집
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• 한국작물학회 2018년도 춘계학술대회
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• pp.91-91
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• 2018

• 산업경영시스템학회지
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• 제43권3호
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• pp.101-111
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• 2020

Companies struggle to make their best products with high quality and service at a competitive price in global markets. However, customer needs and requirements keep changing with a variety of situations. Companies that face the changes can not stay the same and make an effort to adapt themselves to new circumstances. They would probably review the overall management system that is currently implementing to improve management efficiency. Among other things, quality might be considered to be a crucial element if they are manufacturing industries to be sustained in global markets. KSA (Korean Standards Association) is a government-affiliated organization under the Ministry of Trade, Infrastructure, and Energy. It is a Korean standards provider for quality and service industry. KSA confers national commendations for organizations, quality circles, artisans, QCEC (Quality Competitive Excellent Company), and the most honorable KNQA (Korean National Quality Award) every year. KSA established KNQA on the basis of Malcom Baldrige National Quality Award, Deming Prize, and European Quality Award. Research on quality awards shows that there are many similarities in the framework. Although KSA summarizes two factors for 13 evaluation indicators in the quality competitive excellent model of QCEC, the categorization is ambiguous to explain them according to earlier studies. We performed a deep analysis of foreign quality awards and background for KNQA and QCEC. We conducted a content analysis of KNQA and QCEC and matched evaluation items that were closely related. We proposed a quality competitiveness model with three factors, Technology, System, and Tools, summarizing 13 evaluation indicators in QCEC. Based on audit data for six years from 2012 to 2017 we carried out a confirmatory factor analysis for the proposed model by examining the model validity and fitness.

• 품질경영학회지
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• 제52권1호
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• pp.23-42
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• 2024

Purpose: This study aims to investigate the impact of two types of information quality, which are platform-oriented information quality and customer-oriented information quality, on customers' decision-making processes in the Online to offline (O2O) platform environment. Grounded in the product brokering efficiency model, which encompasses screening cost, evaluation cost, and decision quality, a model framework was developed. Furthermore, this study explores how these decision-making processes affect customer loyalty. Methods: Given that food delivery apps are the most widely used O2O service in Korea, this study targeted users of these apps for data analysis. We conducted hypothesis testing through a purposive sampling methodology focusing on food delivery app users. A Partial Least Squares Structural Equation Modeling analysis was conducted to analyze the data. The data collection occurred via an online survey from October to December 2021, with a total of 212 respondents participating. Results: The results of this study revealed the significant role of information quality in helping customers' decision processes while using food delivery apps. Specifically, it was found that platform-oriented information positively influences decision quality, while customer-oriented information significantly affects both the reduction of evaluation cost and the enhancement of decision quality. Additionally, the study indicated that lower evaluation costs and higher decision quality lead to increased platform loyalty. However, a reduction in screening cost did not have a significant impact on platform loyalty. Conclusion: While previous studies have overlooked the existence of two sides, service provider and user, in a platform, this research holds significance in its analysis of how information quality impacts loyalty by utilizing the two kinds of information quality. Practitioners can enhance customer loyalty to the platform by enriching customer-oriented information, thereby reducing customers' evaluation costs and encouraging more loyal usage of the platform.