• Journal of Distribution Science
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• v.13 no.8
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• The KIPS Transactions:PartD
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• v.16D no.5
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• pp.737-746
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• 2009

The appearance of SOA affects business and IT environment and many studies on SOA is progressed in academics and industries. Service will increase extremely and make business opportunity by composing service. In addition, It will support it. However, studies on selection of a service composition target are insufficient. In this study, we propose a framework that select a service composition target so we use Analytic Hierarchy Process methodology. As a result of this study, we enabled service selection to apply functional/non-functional attributes of services, various stakeholder's view and some selection criteria with service composition.

• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2005.11a
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• pp.293-296
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• 2005

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) service providers. For this, we first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy). We then apply the AHP method to determining the relative weights of five service quality dimensions and eventually selecting the best 3PL service provider. To implement this idea in practice, we conduct an empirical study on four companies providing 3PL services in Korea.

• Journal of Korean Society for Quality Management
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• v.30 no.2
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• pp.160-180
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• 2002

This is an exploratory research to examine the high-speed Internet access service's quality There are relatively scanty studies on telecommunication service quality such as the high-speed Internet access service. It has long been considered that service qualify are composed of process quality and outcome quality. Conducting an empirical research, we proposed that traditional outcome quality should be segmented with technical quality and outcome quality. Outcome quality is related to meeting consumer's needs to seek terminal value. In this paper, we explore to diagnose the well-known SERVQUAL's applicability to telecommunication industry and suggest some strategic and practical implications.

• The Journal of the Convergence on Culture Technology
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• v.9 no.5
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• pp.319-327
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• 2023

As the basic approach of national curriculum shifted from contents-based to competency-based, process-fortified assessment has been stressed. Accordingly, the focus of teacher's role as an evaluator changed to process-fortified assessment, which emphasizes the development of process-fortified assessment competency of pre-service teachers as well. This study aims to explore the effects of innovations of teacher development programs on pre-service teachers' process-fortified assessment competency. To achieve this goal, C University of Education implemented a course which was restructured by using PBL, and analyzed its effects on enrolled pre-service teachers in terms of process-fortified assessment. By systematically analyzing data of observation notes, project outputs, and opinion reports, it was found that PBL approach to the course restructuring had positive impacts on pre-service teachers' awareness and understanding about process-fortified assessment. This implies that providing learning experience reflected by process-fortified assessment perspective, like PBL, can play an important role to the development of process-fortified assessment competency of pre-service teachers. The results of this study are expected to be able to provide methods of innovating curriculum and instruction for developing process-fortified assessment competencies of teacher development institutions.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.4
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• pp.194-201
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• 2012

Because the difference between products and services are getting less and less, service and manufacturing companies' efforts are increasingly focused on utilizing services to satisfy customers' needs under today's competitive market environment. The value of services depends on service reliability that is identified by satisfaction derived from the relationship between customer needs and service providers. In this paper, we extend concepts from the fault tree analysis for reliability analysis of tangible systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for evaluating service reliability based on service processes using service blueprint and FTA. We can identify the failure mode of service in a service delivery process with a service blueprint. The fuzzy membership function is used to characterize the probability of failure based on linguistic terms. FTA is employed to estimate the reliability of service delivery processes with risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation.

• The KIPS Transactions:PartD
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• v.15D no.4
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• pp.513-522
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• 2008

Service-Oriented Architecture(SOA) is an method to develop applications by developing and publishing reusable services which potentially be used in various applications, and discovering and composing right services dynamically. SOA adopts a paradigm of publish-discover-invoke, which is considerably different from object-oriented and component-based development(CBD) approaches. The service in SOA is different from function in procedural programming, object in object-oriented programming, and component in CBD, and its fundamental requirement is a high level of reusability and applicability. In SOA, service providers and service consumers are loosely coupled since the providers try to develop reusable services and the consumers try to locate right services without knowing much about the providers and their published services. Moreover, the process of searching, choosing and invoking right services is not presented in conventional programming paradigms. Therefore, conventional approaches to developing user interfaces and invoking the functionality on servers through JSP, and RMI in object-oriented programming cannot well be applicable to designing clients’ programs in SOA. Therefore, there is a high demand for a practical and systematic process for developing clients’ applications, and the such a process should be devised by considering key characteristics of services and SOA. However, little work on this area is known to date, and there has not a process for client side just except few guide lines for developing service client. In this paper, we propose a practical and systematic development process for developing clients' applications in SOA. Then, we define instructions for carrying out each activity in the process. To show the applicability of the proposed work, we show the result of applying our process in developing a services application for searching and booking hotels.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.7 s.155
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• pp.1116-1125
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• 2006

This study investigated consumer satisfaction and dissatisfaction experiences in post-purchase product return process. As an exploratory research the study collected qualitative data of subjective consumer experiences using an open-ended questionnaire and identified and classified themes and patterns of satisfaction and dissatisfaction experiences. A total of 113 cases were categorized into satisfied experiences, unsatisfied experiences, and neutral experiences. Further, satisfied experiences were sub-categorized into kind sales associates, quick and easy return process, and services higher than expected based on sources of satisfaction in the return process while unsatisfied experiences were sub-classified into rejection of return, attitude of sales associates, and hassle of return process. In-store adaptive behaviors and intentions on future behaviors were also observed. The results indicated that service quality in the post-purchase service encounter and consumer expectation were important in determining satisfaction and dissatisfaction in the return process. Insights for research questions were proposed.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.4
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• pp.167-175
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• 2012

Service-oriented Architecture(SOA) is one of the most recent trends in IT solutions. SOA is a paradigm for organizing and utilizing distributed capabilities that may be under the control of different ownership domains and implemented using various technology stacks. From a technical perspective SOA, can be considered a method for designing and developing IT systems where applications are constructed from loosely coupled and autonomous building blocks. And SOA is a very effective response to the problems faced by companies in terms of reusability, interoperability and reduce coupling between systems that implement their information systems. To exploit these advantages many organizations have decided to evolve their legacy systems towards this architecture. This paper proposes a modeling for SOA based business process generation and testing, and introduces its implementation in the BPEL. And we analyze business process between enterprises, modeling the service-oriented business process with BPEL to realization level. Also, we suggests that UML is used from high-level business problems to the process of low-level problem for Visual and effectively.

• 한국정보디스플레이학회:학술대회논문집
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• 2003.07a
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• pp.622-625
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• 2003

The dependence of stress-induced leakage current on LTPS TFTs was characterized in this study. The impacts of poly-Si crystallization, gate insulator, impurity activation, hydrogenation process and electrostatic discharge damage were investigated. It was observed more TFTs instable characteristic under those process-assisted processes. According to the LTPS roadmap, smaller geometric and low temperature process were the future trend and the stress-induced leakage current should be worthy of remark.