• 제목/요약/키워드: Service reliability

검색결과 2,657건 처리시간 0.027초

정보통신 분야 종사자의 내부마케팅노력이 서비스품질에 미치는 효과 (The Relationship between Internal Marketing and Service Quality in Telecommunication Sector)

  • 안관영;박노국
    • 품질경영학회지
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    • 제35권4호
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    • pp.78-88
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    • 2007
  • This paper is to investigate the relationship between international marketing and service quality, and the moderating effect of gender in that relationship. The data to make an empirical analysis were gathered from 269 workers in telecommunication sector. Multiple regression analysis revealed that (1) education was positively related with tangibility, reliability, responsiveness, empathy, assurance, and (2) internal communication was positively related with tangibility, reliability, responsiveness, assurance, and (3) delegation of authority was positively related with assurance. Hierarchical multiple regression analysis revealed that (4) compensation was more positively related with reliability in woman, and (5) employment security was more positively related with assurance in man.

외식 가맹점 선택 기준과 가맹 본부의 신뢰도에 관한 연구 (A Study on the Franchisee’s Selecting Criteria and Reliability of a Food Service Franchise)

  • 박재호;천희숙
    • 한국조리학회지
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    • 제12권2호
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    • pp.18-38
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    • 2006
  • We studied franchisees’ answers to the questionnaires to know their selective motives and criteria, their types and the reliability of a franchisor in the food-service industry. Then we showed the basic data about the selective criteria of a sound franchisor. The result of this study was as follows. First, we need a specialist and a department to present a financially sound franchisor. Second, we must determine the criteria of franchise fee, royalty and the other items on payment for the franchisor. Third, the alternative plan to trust the franchisor was needed for a large-scale franchisee.

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친환경농산물 전문매장의 서비스품질만족도 분석 (An Analysis on the Satisfaction Level of Specialty Shops for Environment-Friendly Agricultural Products)

  • 서동우;허승욱
    • 한국유기농업학회지
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    • 제18권3호
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    • pp.315-329
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    • 2010
  • This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.

항공 기내식의 서비스 품질에 대한 고객 기대도와 인지도 측정 (The Measurement of Expected and Perceived Service Quality of In-flight Meal by Customers)

  • 김춘빈;백승희;양일선
    • 한국식품영양학회지
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    • 제22권1호
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    • pp.57-62
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    • 2009
  • The current exploratory study attempted to investigate the levels of expected and perceived service quality of in-flight meals. A questionnaire was developed following extensive literature review and in-depth interviews. The survey was conducted on board a flight by international passengers and also by passengers in the trans lounge waiting for connecting flights between October 21, 2005 through October 30, 2005. Out of the 450 questionnaires administered, a total of 319 completed questionnaires were returned, yielding a response rate of 89.6%. The 20 items representing the service quality factor of in-flight meals were analyzed, resulting in four distinct dimensions-food quality, employee service, cleanliness and reliability. In all dimensions, customer expectation was higher than the perceived level of service and the service quality of Korean based airlines was higher than that compared to foreign based airlines. There were differences in the perceived service quality of in-flight meals according to the demographics of the respondents. The results of this study can be beneficial from a theoretical and practical point of view by providing empirical data that measures the service quality of in-flight meals.

택배 서비스 속성별 경제적 가치 추정 (Estimating Economic Values of Parcel Service Attributes)

  • 한상용;김용미
    • 대한교통학회지
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    • 제28권5호
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    • pp.65-75
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    • 2010
  • 본 연구에서는 조건부 선택법을 이용하여 여러 속성들과 다양한 수준으로 구성된 가상의 택배 서비스 프로그램에 대한 소비자의 선택 행동을 체계적으로 분석함으로써 개별 속성들의 수준변화에 따른 소비자들의 평균 지불의사액을 측정함과 동시에 응답자의 성, 연령, 소득 등 사회 경제적 특성에 의한 택배 서비스 선택 결정요인을 분석하였다. 실증분석결과, 공변량을 포함하지 않은 모형을 기준으로 할 때 개별 속성 수준이 1단위 개선될 경우 응답자들의 평균적 지불의사액은 안정성 변수의 경우 2,349.6원으로 가장 크고, 이어서 정확성 변수의 경우 829.3원, 신속성 변수의 경우 588.5원, 마지막으로 친절성 및 사후 서비스 변수의 경우 358.8원으로 분석되었다. 이러한 결과를 토대로 할 때, 응답자들은 택배 서비스 속성들 중 안정성을 가장 중요시하며, 이어서 정확성, 신속성, 친절성 및 사후 서비스 등의 순으로 중요시함을 알 수 있다. 본 연구에서 도출된 택배 서비스의 개별 속성에 대한 정량적 가치들은 향후 바람직한 택배 서비스 가격정책 수립에 있어 유용한 정보를 제공할 것으로 판단된다.

전동차 신뢰성 모델 및 분석 방법 (Reliability Modeling and Analysis Mettled of EMU)

  • 신무승;김필환;구병춘
    • 한국철도학회:학술대회논문집
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    • 한국철도학회 2001년도 추계학술대회 논문집
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    • pp.370-375
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    • 2001
  • This paper is to suggest reliability modeling and analysis method of Electric Multiple Unit (EMU). It is necessary to identify subsystem/equipments of EMU and functional interfaces between subsystems in order to carry out reliability modeling of EMU properly. After identifying subsystem/equipments and functional interface, reliability allocation is performed using ARINC method. Reliability target of system/subsystems is verified in revenue service during the proper periods.

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병원서비스코디네이터 교육과정이 교육만족과 의료서비스 품질에 미치는 영향 (The Effect of Hospital Service Coordinator Education Curriculum on the Education Satisfaction and the Quality of Medical Service)

  • 최은경;박창식;서종범
    • 보건의료산업학회지
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    • 제2권1호
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    • pp.137-154
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    • 2008
  • The increase of the supply of medical service and the increase of hospitals have intensified the competition of hospitals, and the advancement towards internationalization in the opening of medical industry has triggered the infinite competition of medical profession. In addition, the high expectation of customers and quality improvement in the medical care in accordance with the improvement of overall income, and the change of active role of medical consumers according to the popularization and the improvement of rights awareness reflect the customer needs and choice in the medical service. Customers wanted to receive the kind and pleasant service under the up-to-date medical service. Therefore, as a solution, hospital coordinators were emerged for the purpose of smooth treatment and customer satisfaction by generalizing all service of hospital. Accordingly, this thesis attempted to investigate the effect of hospital coordinator education curriculum on the education satisfaction and the quality of medical service. In order to solve the purpose of this study, I, author reviewed the existing literatures, established hypothesis, and verified hypothesis by using the variety of statistics techniques such as reliability, validity, frequency analysis, and regression analysis. The verification of hypothesis is as followings: First, among education training factors of hospital coordinators, the quality of instructor significantly affects the satisfaction of hospital coordinator education training. Second, among training factors of hospital coordinator, the attitude of trainee significantly affects the training satisfaction of hospital coordinator. Third, among education training factors of hospital coordinator, education course significantly affects the training satisfaction of hospital coordinator education. As the qualities of instructor are better equipped, the satisfaction of education becomes higher. It indicates that the education method of instructors is important as an index to represent the qualities of instructor such as the appropriateness of education method, preparation, passion, visual materials, the adequacy of education procession, and specialized knowledge, and it has important effect on the satisfaction of education. In order to enhance the satisfaction of hospital coordinator education, the creation of education environment, making trainee concentrate on the education, is required by appropriately allocating programs, arousing interest in education, based on the attitude of trainee, discussion, and preliminary programs, preparation, ahead of enforcement of education. Fourth, the satisfaction of hospital coordinator education training significantly affects the reliability among the qualities of medical service. Fifth, satisfaction of hospital coordinator education training significantly affects hospitality I kindness among the qualities of medical service. If the education satisfaction of trainee is high, it is effective in the practical application such as dealing with complaints, the duty performance for the patients, and so on in offering the medical service, related to reliability and furthermore, we can find the positive change in the attitude change of medical professions related to the reliability of hospital coordinator. In addition, in the process of offering medical services such as the kind explanation on the duty, rapid response to the customers inquiry, and tidy uniform, practical effect was verified. Sixth, the education training factor of hospital coordinator significantly affects the reliability among the quality of medical service. Seventh, the education training factors of hospital coordinator significantly affect hospitality/kindness. In the education of hospital coordinator, the methods to attract the interest of trainee by emphasizing reliability should be sought and for gaining the practical effect of hospital coordinator education, the sufficient preparation and investigation on the education curriculum should be prerequisite and under this condition, intensified discussion on the instructor and education course is needed. In the design of education course, more education hours and subjects should be allocated in the part of hospitality in order to improve the practical application of hospitality. Therefore, it is meaningful in a sense that this study newly approached the components of hospital coordinator education and the need to modify the quality components of medical service in accordance with the study subjects was raised. This study also finds its meaning in that it provides basic materials for the study of future hospital coordinator education by suggesting the system development model of hospital coordinator education through preliminary study of education training. In addition, this study is meaningful in the aspect that it suggested the direction of education training by showing how the hospital coordinator education training would applied to the hospital coordinator course of the Continuing Education Center at Pusan and Kyungnam National University to some extent. Since all investigation of this study was approached from the side of hospital coordinator, the thoughts of patients who are beneficiaries of medical service, and care givers cannot be identified. Therefore, the satisfaction of patients and care givers through the experience of medical service, which is the essential prerequisite of medical service, should be importantly considered and investigated. Accordingly, The study of comparing and analyzing the views of both patients and care givers should be carried out in the future.

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가속열화시험에 의한 건축용 실란트의 사용수명 평가 (Service Life Assessment of Construction Sealants with Accelerated Degradation Test)

  • 권영일;김승진;이형욱
    • 한국신뢰성학회지:신뢰성응용연구
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    • 제7권4호
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    • pp.149-162
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    • 2007
  • Field and accelerated tests are performed to assess the service life of construction sealants. Mathematical degradation models for tensile strength and elongation, that are the two major performance characteristics of sealants, are derived from the test results. Accelerated degradation test methods for assessing service life of construction sealants are developed based on the degrading performance and a numerical example is provided.

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The Impact of Service Perceptions and Product Perceptions on the Formation of Fashion Internet Shoppers' Satisfaction and Purchasing Behavioral Intentions

  • Lee, Seung-Min;Ku, Yang-Suk
    • 한국의류산업학회지
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    • 제3권5호
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    • pp.395-402
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    • 2001
  • The purpose of this study was to develop the service and product perceptions' dimensions for fashion retail sites and to identify the service and product perceptions' dimensions influencing consumers' satisfaction and purchasing behavioral intentions for fashion retail sites. A set of self-administered questionnaires were e-mailed to an internet Research Panel consisting of members who had purchased fashion products or visited fashion retail sites. 799 questionnaires were analysed using frequency, percentage, exploratory factor analysis. Cronbach's ${\alpha}$, stepwise regression analysis utilizing SPSS 10.0. The service perception dimensions of fashion retail sites had reliability, convenience, incentive, responsiveness and tangibility. Online fashion product perception dimensions were product variety and product value. Consumer satisfaction was influenced by reliability, product variety, product value, convenience, incentive and responsiveness. Consumer satisfaction had a direct impact on purchasing behavioral intentions of fashion retail sites.

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Lowering Error Floor of LDPC Codes Using an Improved Parallel WBF Algorithm

  • Ma, Kexiang;Li, Yongzhao;Zhu, Caizhi;Zhang, Hailin;Zhang, Yuming
    • ETRI Journal
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    • 제36권1호
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    • pp.171-174
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    • 2014
  • In weighted bit-flipping-based algorithms for low-density parity-check (LDPC) codes, due to the existence of overconfident incorrectly received bits, the metric values of the corresponding bits will always be wrong in the decoding process. Since these bits cannot be flipped, decoding failure results. To solve this problem, an improved parallel weighted bit flipping algorithm is proposed. Specifically, a reliability-saturation strategy is adopted to increase the flipping probability of the overconfident incorrectly received bits. Simulation results show that the error floor of LDPC codes is greatly lowered.