• 한국도서관정보학회지
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• 제36권2호
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• pp.93-120
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• 2005

본 연구에서는 도서관의 서비스 품질을 연구한 문헌들을 중심으로, 서비스 품질에 대한 최근 연구를 체계적으로 분석하고, 주요 이슈들과 향후 연구과제를 도출하였다. 구체적으로 서비스 품질 연구를 서비스 품질의 개념 및 특성, 서비스 품질 특성 모델, 서비스 품질의 결과변수, 이용자만족, e-서비스 등으로 나누어 분석하였다. 그리고 도서관 분야의 정보서비스 품질 관련 논문들을 중점적으로 다루고, 이슈별로 해외 주요 연구들도 소개하여 서비스 품질 연구를 종합적으로 고찰하였으며, 아울러 향후 연구되어야 할 이슈들을 분야별로 제시하였다.

• 한국습지학회지
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• 제19권2호
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• pp.240-245
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• 2017

본 연구에서는 생태계서비스 중 수질조절 서비스 가치 평가를 수행하기 위해 생태계서비스 수질조절 서비스의 물리량을 정량적으로 평가하였고 이를 이용하여 경제적 가치를 평가하는 방안을 마련하였다. 과거에 비해 수질이 개선되고, 어류 등 수생생물의 종과 수가 늘었더라도, 그 요인은 생태계의 수질조절 서비스와 수질개선를 위한 환경기초시설의 확충, 수질환경규제 등 복합적인 요인에 기인된다. 그 중 생태계 조절서비스 가치에 대해 정량적으로 산정할 수 있는 방법을 모색하는 것을 연구의 목적으로 설정하였다. 본 연구에서 생태계의 수질조절 서비스를 정량적 가치를 규명하기 위해 수질오염총량을 활용하는 방법에 대해 제안하였다. 이와 함께 생태계의 수질조절 서비스의 산정된 물리적 수질조절량에 처리단가를 곱함으로써 경제적 가치 평가 방안을 제시하였다. 마지막으로 개발된 평가기법을 이용하여 낙동강 수계에 BOD, T-P 항목에 대해서 생태계 수질가치를 평가하였다.

• 한국식품조리과학회지
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• 제25권4호
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• pp.415-420
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• 2009

This study was undertaken to investigate the effect of Opuntia humifusa on the improvement of quality properties of Korean Jeolpyun. Chemical and mechanical properties of unsupplemented Jeolpyun and Jeolpyun supplemented with 1%-4% O. humifusa. Also, a sensory evaluation by a trained panel was conducted. Concerning color difference, the L value decreased, but a and b values increased as O. humifusa content increased. Texture analysis revealed that hardness, cohesiveness and adhesiveness were the highest in the unsupplemented control group. The texture parameters decreased as the O. humifusa addition ratio increased. In sensory evaluation, color and taste scores were highest score in 2% O. humifusa supplemented samples, with no difference in flavor being evident. Chewiness and adhesiveness scores were highest score in 4%-supplemented O. humifusa samples. Overall quality score was highest in the 2% O. humifusa samples. The addition of $2{\sim}3%$ O. humifusa optimizes Korean Jeolpyun.

• 한국유통학회지:유통연구
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• 제1권2호
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• pp.29-52
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• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• 대한안전경영과학회지
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• 제9권5호
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• pp.147-156
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• 2007

With the radical change of business environment, all service companies' employees are forced to provide many customers with high service quality every day, and the extra role(or organizational citizenship behavior) is more imperative than other industry. The purpose of this paper is to introduce Luthans & Kreitner's Organizational Behavior Modification(OB Mod) model to improve organizational citizenship behavior and service quality. With analyzing the relationships among target behavior(service quality), antecedents(OCB), and consequences(customer satisfaction), this paper reviewed OB Mod's 5 stages; identifying, measuring, functional analysis of the behavior, development of an intervention strategy, evaluation. This model has found to be useful in finding and improving troublesome employee behaviors in USA, but not been verified in Korea. Thus it is recommended to review the difference of organizational culture and practices before introducing the model.

• 한국문헌정보학회지
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• 제32권3호
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• pp.265-280
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• 1998

도서관 서비스 질에 관한 현행 측정들은 도서관${\cdot}$정보센터의 서비스 질에 대한 이용자 인식을 적절히 포착할 수 없다. 이에 본 연구는 도서관 서비스의 질을 측정하는데 이용자 중심의 서비스 질 개념을 개발하고, 서비스마케팅 분야에서 연구되는 서비스 질 모형과 SERVQUAL 척도를 소개하며, 이러한 모형과 척도에 대한 도서관${\cdot}$정보센터에서의 적용가능성을 평가한다. 또한 이러한 모형과 척도를 활용할 때 고려해야 할 점과 후속연구 방안을 제언하였다.

• 대한안전경영과학회지
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• 제9권6호
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• pp.105-112
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• 2007

The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.

• Agribusiness and Information Management
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• 제11권2호
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• pp.16-24
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• 2019

BRIS has been established by the Ministry of Agriculture, Food and Rural Affairs since 2011 under Article 21 of the Act on the Preservation, Management and Utilization of Agricultural Life Resources. It is an information service that provides information related to agricultural life resources in connection with the Rural Development Administration, the Forest Service, and Korea Seed & Variety Service, Agricultural Resources and Agricultural and Livestock Quarantine Headquarters. The purpose of this study is to evaluate how the users assess the information system quality (information quality, system quality) for the current Bio Resource Information Service (BRIS). Ultimately, the structural equation modeling analyzes the causal relationship between each variable and how it responds to the user's continuous use intention. As a result, information quality among information system quality and information quality among system quality used as the main variables for the evaluation of BRIS were statistically positively influenced by users' perceived usefulness, while system quality It has been analyzed to have a positive effect on the sustained use intention. The user's continuous use intention is positively influenced by the information system quality and perceived usefulness at a statistically significant level. Especially, the perceived usefulness plays a role in mediating the user's continuous use intention.

• 정보관리학회지
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• 제32권4호
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• pp.29-53
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• 2015

본 연구는 도서관 서비스 품질 평가도구인 LibQUAL+를 어린이도서관에 적용하여 서비스 품질을 평가하고 서비스 품질이 이용자 만족도에 미치는 영향을 파악하고자 하였다. 이를 위하여 J시에 소재하는 3개관의 어린이도서관을 이용하는 210명의 부모들을 대상으로 설문을 실시하였다. 통계분석 결과, 연구대상 어린이도서관 서비스의 품질은 3개의 차원, 즉 '서비스 영향력', '정보 제어', '장소로서의 도서관'의 차원에서 이용자의 서비스 품질에 대한 실제인식치가 최소인식치에도 미치지 못하여 서비스 개선이 매우 시급한 상황인 것으로 나타났다. 또한, '서비스 영향력'과 '장소로서의 도서관' 차원만이 이용자 만족도에 영향을 미치는 것으로 나타났다. 본 연구는 이러한 통계분석 결과와 이용자 의견에 대한 내용분석을 바탕으로 어린이도서관 서비스에 대한 개선사항을 제시하였다.

• 품질경영학회지
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• 제44권4호
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• pp.897-906
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• 2016

Purpose: The purpose of this study was to propose the useful method to improve service affective quality by analyzing customer's service experiences and evaluating the satisfaction of the affective sensual responses to physical stimulus. Methods: While customers were experiencing the service, the customers evaluated the subjective satisfaction for the visual, auditory, tactile, olfactory and gustatory senses on a scale of -3 to 3 at each stage of the service process. The customers described the positive and negative feelings about each sensory stimulus, and explained the reason for the subjective evaluation scores. After experiencing the whole service, customers evaluated the affective quality of the whole service. Results: The proposed method was applied to coffee shops. 35 male and female college students were evaluated for 15 coffee shops in Korea. Multiple regression analysis revealed that auditory and olfactory senses had a greater impact on service affective satisfaction than other senses. Conclusion: This method is useful to identify the factors that affect customer's affective quality and to find the target to improve physical environment more easily than existing methods.