• 품질경영학회지
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• 제34권2호
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• pp.77-97
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• 2006

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. While previous studies have attempted to develop the instrument assessing the internal service quality, ISQB(internal service Quality battery) developed by Kang et al.(2002), compared to other instruments have received some attention given its rigorous approach to measure the internal service quality. However, it has been noted that the validity of ISQB does not appear to be thoroughly examined while the reliability of the instrument seems to be secured. The current study attempts to readdress the psychometric properties of ISQB through the replication of the instrument. The empirical testing including confirmatory factor analysis and correlational analyses show that the instrument is reliable and valid in terms of its discriminant and nomological validity.

• 품질경영학회지
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• 제49권1호
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• pp.81-95
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• 2021

Purpose: The purpose of this study was to analysis pattern of nonconforming farmers who is one of the factors of unconformity in residual pesticides. Methods: Pattern analysis of nonconforming farmers were analyzed through convergence of safety data and farmer's DB data. Exploratory data analysis and association rule analysis were used for extracting factors related to unconformity. Results: The results of this study are as follows; regarding the exploratory data analysis, it was found that factors of farmers influencing unconformity in residual pesticides by total 9 factors; sampling time, gender, age, cultivation region, farming career, agricultural start form, type of agriculture, cultivation area, classification of agricultural products. Regarding the association rule analysis, non-conformity association rules were found over the past three years. There was a difference in the pattern of nonconforming farmers depending on the cultivation period. Conclusion: Exploratory data analysis and association rule analysis will be useful tools to establish more efficient and economical safety management plan for agricultural products.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 1998년도 The 12th Asia Quality Management Symposium* Total Quality Management for Restoring Competitiveness
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• pp.92-101
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• 1998

As service firms continue to seek unique sources of sustainable competitive advantage, service quality has been discussed as a potential alternative to traditional skills and sources. The information of customers is generally believed to be a key component in creating corporate responsiveness to customer requests. In order to develop and maintain long-term close relationships with customers, service firms need to build an effective and ongoing service qualify information system(SQIS). Service firms that formally collect customer-related information and internal service quality information were to be more responsive. Accordingly, the purpose of the present study is twofold. 1. How to get the information on the service quality. 2. How to build a SQIS. An analysis is conducted of SQIS into input, process and output staging. One of numerous examples from financial service-sector firms is given to show SQIS can be developed to improve service qualify. Implications and strategies for building an effective SQIS for financial service-sector firms are discussed, and directions for future research are indicated.

• 품질경영학회지
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• 제36권3호
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• pp.55-65
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• 2008

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2009년도 춘계학술대회
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• pp.351-364
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• 2009

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommunication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here. This article is to estimate service efficiency for Mobile Communication and Cellular company. In this paper, We tried to measure the service quality and overall satisfaction by using Data Envelopment Analysis(DEA), degree of combination and top2box which is a little bit different methodology from traditional ones. This paper uses CCR model in DEA to measure service efficiency in the Mobile Communication.

• 융합경영연구
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• 제9권2호
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.23-28
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• 2006

In spite of abundant researches on service quality, researches on airline service quality have not been sufficiently conducted. This study attempts to delineate inclusive service quality factors by using SERVQUAL variables, airline core service variables, and web service variables together. Furthermore, the reuse intention of international airlines was regressed with these seven service quality factors. All service quality factors had positive impacts on dependent variable. Among the factors, the web service factor has most positive effect on reuse intention.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.216-223
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• 2006

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2007년도 춘계학술대회
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• pp.279-284
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• 2007

This study develops a model which measures service standardizations focused on the process of call center service. It analyzes the relationship between service standardizations and efficiency of business as well. The model consists of two dimensions to offering service and managing customers. These two dimensions have six major elements: accessibility, customer orientation, professionalism, offering a solution, customer satisfaction management, and customer information management. Also we assumed that low customer interaction and labor-intensive of service business increase the level of service standardization.

• 한국해양생명과학회지
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• 제7권1호
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• pp.10-14
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• 2022

본 연구에서는 2021년 전남, 전북을 대상으로 23개소에서 어류 4종(향어, 비단잉어, 참붕어, 금붕어) 총 1,115마리에 대하여 병원체 감염 여부를 조사하였다. 법정전염병 3종(SVC, Spring viraemia of carp, EUS, Epizootic ulcerative syndrome, and KHVD, Koi herpesvirus disease)을 분석한 결과, 조사한 모든 시료에서 법정전염병이 검출되지 않아 전라권에서 조사한 잉어과어류는 청정국 또는 청정지역 선언에 중요한 정보를 제공할 것이다.