• Journal of the Korea Society of Computer and Information
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• v.14 no.3
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• pp.149-159
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• 2009

Nowadays, as the importance of service-oriented architecture software is recognized, the market of service-oriented software is getting bigger. In response to this, the requirements of high reliability and quality about service-oriented architecture software is getting increased. In this research, we clearly suggested the evaluation method by giving a specific evaluation example to evaluate the reliability qualify of service-oriented architecture software. It is expected to raise the objectivity and the utilization by inducing the reliability qualify improvement from this research.

• Journal of the Korea Society of Computer and Information
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• v.10 no.4 s.36
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• pp.337-344
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• 2005

UDDI server is the web services registry enabling users to register and search for web services. However, the existing UDDI servers do not provide any information about web services qualify. We designed and developed a UDDI broker system which actively monitors and analyses the qualify of web services. The analysis results are presented to users in statistical figures and graphs. With this information a user can select a web service that meets his/her needs. Availability, performance, and stability were the metrics used for the service qualify measurement and analysis.

• Proceedings of the Safety Management and Science Conference
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• 2005.11a
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• pp.264-275
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• 2005

This paper is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, interactional, and distributive justice have affirmative relation with trust, and also trust has close relation with service quality. Therefore, trust appeared to have fully mediating effect on the relationship between organizational justice and service qualify.

• Journal of the Korea Society of Computer and Information
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• v.13 no.3
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• pp.197-209
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• 2008

Since the theories of service quality were introduced in Korea, they have been applied to the various organizations, such as hospital, hotel travel agency bank, telecom company, and even retail market. Compared with these areas, however studies on the service qualify in educational institutions have been scarcely conducted. Also, higher educational service challenges user-oriented education system of the 21st century concept of Service quality from the theories of market economy. The purpose of this study is to identify the dimensions of educational and administrative service, and their influence upon the satisfaction and value on service quality, and formulate the service quality model based on the revised quality dimensions using SERVQUAL measuring method, to find out the most influential factors upon the service qualify among these factors. This study also suggests proper measures for improving service quality.

• Journal of the Korean Society for Library and Information Science
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• v.40 no.4
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• pp.165-181
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• 2006

This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

• Journal of the Korea Society of Computer and Information
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• v.14 no.9
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• pp.167-177
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• 2009

As the service quality has been reconsidered in public sector as well as private enterprises, the need for public sectors to adopt principle and practices of private sectors is concerned with customer-focused approach, the different business culture of public service organizations makes it difficult to improve service qualify. Also, Since concept of service contains intangibility, heterogeneity, Simultaneousness and perishability, it makes peoples more difficult to measure service quality. Therefore, this study proposes synthetic Administrative Service duality Index(ASQI) using fuzzy set theory and analytic hierarchy process to evaluate the service qualify in subjective environment. In ASQI model, Fuzzy set theory helps to measure the ambiguity of concepts that are relative to human being's subjective judgement. Also, this study utilizes AHP method to evaluate the preference weights of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy) for customers.

• Journal of Korean Society of Transportation
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• v.25 no.1 s.94
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• pp.81-91
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• 2007

Incheon International Airport (IIAC) has been named "best airport worldwide" according to the AETRA Passenger survey Program that was jointly administered by Airports Council International (ACI) and the International Air Transport Association (IATA) in 2005. This paper identifies eight dimensions underlying the overall service qualify in passenger terminals. These eight elements were found from literature reviews through relevant documents. The research explains the linkage between the overall satisfaction with IIAC and five services that influence that satisfaction. The five services are the following: service quality of passenger terminals, commercial facility services, easy access by transportation, service quality of the airlines, and contributions to the community by IIAC. The data envelopment analysis (DEA) designed by Cook and Kress (CK Model) was used to maximize the efficiency of commercial facility services, easy access by transportation, service qualify of the airlines, and contributions to the community by IIAC because the model best provided practical plans for a more competitive airport. This paper has three significant results. First, it includes research of passenger terminal-oriented service quality. Second, the author researches service qualify focusing on a three-cornered relation among passengers, airline employees, and IIAC. Third, the paper contains research of service quality focusing on IIAC's employees.

• Journal of the Korea Safety Management & Science
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• v.3 no.1
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• pp.107-116
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• 2001

ISO 9000 has brought about significant positive effects to the quality management system and quality improvement. This paper develops effective and flexible ISO 9000 quality system based on telecommunication manufactured goods with CSU(Channel Service Unit), ADSL(Asymmetric Digital Subscriber Line), Fiber Optic Multiplexer, HDSL(High-bit-rate Digital Subscriber Line), FDSU(Flexible Data Service Unit), 73 DSU(Digital Service Unit). The case studies of venture telecommunication corporation in establishing ISO 9000 qualify system are also discussed.

• Proceedings of the Safety Management and Science Conference
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• 2007.04a
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• pp.399-415
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• 2007

In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service qualify accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

• Journal of the Korea Society of Computer and Information
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• v.12 no.2 s.46
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• pp.265-279
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• 2007

The purpose of this study is to present SCM as an innovative alternative to domestic feed industry, which seems in urgent need of introducing SCM to get competitive advantages. To fulfill the purpose this study tried to find whether the supply services of Korean feed industry are high contact service or low contact service. The results of this study are summarized as follows. It appeared that the functional qualify supply service quality influenced positively not only on customer satisfaction but also on customer loyalty. That is, it is necessary to improve the functional service qualify of supply practices in order to increase customer satisfaction and loyalty. But this study showed that the customer satisfaction did not influence the customer loyalty. And technical quality supply service had a positive effect on customer loyalty but it didn't influence customer satisfaction bur customer loyalty. As the results of this study it is identified that the services of supply practices of the Korean feed industry are tend to be high contact services rather than low contact services. Thus, the Korean feeding firms have to plan the supply strategy for converting the supply service from low contact services to high contact services gradually to get competitive advantages.