• 디지털융복합연구
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• 제7권3호
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• pp.123-135
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• 2009

The considerable progress of IT industry has changed the industrial structure and lifestyle of our society. One of the remarkable fields of IT industry is online game industry. It showed rapid growth for the past decade. But in recent years online game industry faced with the limit of its growth for a number of reasons. To overcome such situation, online game companies should improve functions of game and analyze their customer's needs for sustainable growth through increasing customer satisfaction and loyalty. The purpose of the study is to investigate and evaluate the factors of online game service quality and the relation of customer satisfaction and loyalty. SPSS 14.0 and AMOS 7.0 are used for experimental research. Through reliability and validity test, service quality factors influencing the customer satisfaction are appeared to be 5 latent variables(reliability, responsiveness, assurance, empathy, tangibles). In addition, by structural equation model and covariance structural model, the result showed that empathy is the most influenced factor to customer satisfaction and customer satisfaction has positive effect on customer loyalty. The results of this research have important implications for explaining an mechanism for service quality of online game, customer satisfaction and loyalty and they might provide operational guidelines to the online game service company.

• The Journal of Asian Finance, Economics and Business
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• 제8권3호
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• pp.585-593
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• 2021

The service industry has become the driving force of economic development in recent years. With the current fierce competitive situation, competing businesses have continually provided a superior quality of service, and an excellent perceived brand image to gain customer satisfaction and customer loyalty. This study's current purpose is to empirical research the linking between service quality, brand image, customer satisfaction, and customer loyalty. We collect research data from 299 consumers who bought goods at supermarkets in Ho Chi Minh City, Vietnam, using a convenient sampling technique. We proposed the conceptual model from prior studies and considered it in Vietnam's context. PLS-SEM was conducted to test the relationships in the conceptual model. We have estimated the scale's reliability by Cronbach's alpha values and composite reliability values. Moreover, we have evaluated discriminant validity by the Fornell-Larcker standard. The findings showed that service quality positively affects the brand image, customer satisfaction, and customer loyalty. Likewise, the results also confirmed brand image had a positive impact on customer satisfaction and customer loyalty. Moreover, the outcomes also disclosed that customer satisfaction had a positive relationship with customer loyalty. The research suggested implications for managers, limitations, and directions for future research from the above findings.

• 한국응용과학기술학회지
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• 제36권1호
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• pp.90-101
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• 2019

본 연구는 남성 시술자를 통해 관리 받은 남성 고객을 대상으로 일반 미용실과 남성 미용실에 대한 이용 실태 비교와 서비스 품질 인식이 만족도 및 충성도에 미치는 영향을 확인하고자 하였다. 총 405명의 설문지를 분석 자료로 사용 하였으며, 측정 도구의 신뢰도 및 타당성을 검증하기 위해 주성 분석을 이용하였다. 서비스 품질 인식의 하위요인으로는 전문성, 친화성, 신뢰성, 지속성을 도출하였고, 만족도 및 충성도의 타당성 및 신뢰도 검증을 실시하였다. 연구 결과, 일반 미용실과 남성 전문 미용실의 헤어 관여도, 서비스 품질 인식, 만족도 및 충성도에 대한 차이가 확인되었으며, 서비스 품질 인식의 하위요인별 전문성, 친화성, 신뢰성, 지속성은 만족도, 충성도와 통계적으로 유의미한 정(+)의 상관관계가 확인되었다(p<0.01). 또한, 남성 전문 미용실은 서비스 품질 인식이 만족도와 충성도에 정(+)의 영향을 미치며, 서비스 품질 만족도는 충성도에 정(+)을 미치는 것으로 확인되었다. 본 연구를 통하여 남성들의 뷰티 시장에 중요한 마케팅 기초 자료로써 활용 가능성이 있음이 사료되어 진다.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2007년도 춘계학술대회
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• pp.439-443
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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.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2006년도 추계학술대회
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• pp.312-315
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• 2006

Overlay Multicast is a promising approach to overcome the implementation problem of IP multicast. Real time services like internet broadcasting are provided by overlay multicast technology due to the complex nature of IP multicast and the high cost to support multicast function. Since multicast members can dynamically join or leave their multicast group, it is necessary to keep a reliable overlay multicast tree to support real time service without delay. In this paper, we consider path level reliability that connects each member node. The problem is formulated as a binary integer programming which maximizes the reliability of multicast tree. Tabu search based algorithm is presented to solve the NP-hard problem.

• 제어로봇시스템학회논문지
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• 제16권6호
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• pp.601-607
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• 2010

For commercial success of emerging service robots, the fault tolerant technology for system reliability and human safety is crucial. Traditionally fault tolerance methods have been implemented in application level. However, from our studies on the common design patterns in fault tolerance, we argue that a framework-based approach provides many benefits in providing reliability for system development. To demonstrate the benefits, we build a framework-based fault tolerant engine for OPRoS (Open Platform for Robotic Services) standards. The fault manager in framework provides a set of fault tolerant measures of detection, isolation, and recovery. The system integrators choose the appropriate fault handling tools by declaring XML configuration descriptors, considering the constraints of components and operating environment. By building a fault tolerant navigation application from the non-faulttolerant components, we demonstrate the usability and benefits of the proposed framework-based approach.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2008년도 춘계학술대회 논문집
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• pp.713-720
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• 2008

This article deals with a case study on determining the replacement interval for the extraction motor in KTX. The reliability is analysed with the field data from 42 months. The effect of the replacement interval on service reliability, availability, safety and lifecycle cost are evaluated through simulation which is done by the commercial tool, Availability Workbench AvSim Module. As the results of the analyses, a new replacement interval is presented to reduce the lifecycle cost while service reliability, safety and availability are satisfactory.

• 산업공학
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• 제21권1호
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• pp.109-119
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• 2008

Reliability of embedded softwares, as one of factors which affect system reliability, is the probability of failure-free software operation for a specified period of time in a specified environment. and Embedded software is different from general package software because hardware and operating system are tightly coupled to each other. Reliability evaluation models for embedded softwares currently used do not separate estimation and prediction models clearly, and even a standard model has not been proposed yet. In this respect, we choose a reliability estimation model suitable for embedded softwares among software evaluation models being used, and modified the model so as to accomodate recent software environments. In addtion, based on the model, the web-based reliability prediction tool RPX is developed. Finally, an embedded software is analyzed using the tool.

• 대한기계학회:학술대회논문집
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• 대한기계학회 2007년도 춘계학술대회A
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• pp.1749-1753
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• 2007

The reliability, that is Long-Term Quality, require an approaching different from Short-Term Quality which is used before. As the electronic components are able to be easily normalized on the reliability testing, various testing standards are used. In this study, we proposed two reliability simulator that is PoF(Physics of Failure)-based and failure rate models-based. PoF-based simulator is introduced based on CalceEP program that is created by University of Maryland. This simulator can be modified by user interface of properties and PoF models and operated on stand alone system. Failure rate models-based simulator introduced according to analyzing reliability prediction documents. Also, unified database including failure data models is built from existing MIL-HDBK-217F N2, PRISM, and Bellcore, and web-based simulator is developed. The developed reliability simulator will service of the PoF model, properties, failure rate model accumulated and its data by web and internet.

• 유통과학연구
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• 제16권12호
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• pp.81-93
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• 2018

Purpose - The purpose of this study was to propose a specific and empirical continuous transaction strategy through service quality of improvement to small and medium Korean companies whose main business is B2B distribution and sale of general-purpose SW. Research design, data, and methodology - The research procedure is largely divided into two phases. In the first phase, the service quality, the customer satisfaction, and the continuous transaction research hypothesis and the verification are carried out. Experimental data were collected from 450 companies, CEO companies of SMEs innovation institutes, and 510 companies from medium and large enterprises. From September 15 to October 5, 2015, 215 questionnaires were used. And research hypothesis and test were conducted by SPSS SW Ver. 20. Results - The results of the study confirm that service quality has a positive effect on customer satisfaction and continuous transaction: as the detailed items for improving the service quality, 'responsiveness', 'assurance' and 'empathy' have been adopted. Therefore, there are critical factors of a company's survival through continuous transaction. Conclusions - Through this study, we confirmed that the survival of small businesses require continuous improvement in service quality. Among the factors improving service quality, empathy means service satisfaction of customers; so, it is necessary to continuously improve it by evaluating customer satisfaction. Responsiveness means rapid response to customer needs and reliability; it is necessary to enhance customer responsiveness by continuous job training and service training. Finally, assurance is the same as sales product or after service. This means that it is necessary to not only issue the "supply contract," but also improve the reliability of the sales product by securing the competence of the consulting professional. However, because the service quality measurement factors selected in this study are the measurement factors that are mainly applied to large companies or those in the service industries, it is important to consider the type of sales of software distribution companies.