• 한국컴퓨터정보학회논문지
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• 제25권1호
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• pp.159-165
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• 2020

고객센터 서비스품질에 대한 다양한 연구에도 불구하고, 평가모형에 대한 연구보다는 고객만족과 충성도와의 관계를 살펴본 논문들이 주를 이루고 있다. 이에 본 연구에서는 기존 연구들에서 다루어진 고객센터 서비스품질 요인들을 고찰하고, Brady and Cronin(2001)의 모형에 기초하여 고객센터 서비스품질을 측정하기 위한 위계적 모형을 개발하였다. 제1계층은 상호작용(과정)품질, 물리적환경(시스템)품질, 결과품질로 구성하였고, 제2계층은 친절성, 적극성, 전문성, 체계성, 편리성, 접근성, 정확성, 신속성, 신뢰성으로 구성하였다. 또한 개발된 위계적 모형을 바탕으로 고객센터 이용자들이 중요시하는 각 요인들의 우선순위를 AHP 기법을 적용하여 파악해 보았다. 연구결과 제1계층에서는 상호작용품질이 제2계층에서는 전문성, 친절성, 정확성이 우선순위에서 중요하게 나타났다. 이러한 연구는 고객센터 서비스품질에 대한 평가기준의 설정이나 실무에서 좀 더 중요하게 관리해야 되는 것이 무엇인지에 대한 지침이 될 수 있다.

• 정보처리학회논문지D
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• 제12D권5호
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• pp.729-736
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• 2005

현재 국방부에서는 국방정보체계간 상호운용성을 보장하기 위해 아키텍처산출물을 쉽고 일관성이 있게 개발할 수 있는 국방아키텍처프레임워크와 개발된 아키텍처산출물을 저장하는 핵심아키텍처데이터모델을 개발하였다. 국방아키텍처프레임워크에 정의된 기술참조모델과 표준프로파일 산출물은 정보기술아키텍처의 핵심 부분이며 상호운용성 보장의 핵심 요소이다. 본 논문에서는 기술참조모델과 표준프로파일의 기술서비스와 표준을 관리하는 알고리즘과 시스템을 개발하였다. 이를 통해 기술참조모델과 표준프로파일 산출물의 효율적인 작성 및 관리와 정보체계간의 상호운용성 보장의 기반을 제공할 수 있다.

• 한국정보시스템학회지:정보시스템연구
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• 제14권2호
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• pp.25-53
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• 2005

To overcome rapidly changing business environment, companies are focusing on their core business areas. Outsourcing in general has become a standard to sustain competitive advantage. ASP(Application Service Provider) service, another form of IT outsourcing, is business model for providing a contractual service offering to deploy, host, manage and rent access to an application from a centrally managed facility. The main purpose of this study is to investigate on the factors contributing to the success of ASP services by conducting an empirical research to enterprises using ASP service. For this purpose, we developed a research model based on the literature reviews of ASP services, IT outsourcing, and relational exchange. A total of 106 usable survey responses has been used in the analysis. The unit of analysis was relationship and respondents were person in charge of ASP service of each corporation. The findings indicates that (1) service tangibles, customization, partnership, IS maturity and monitoring of the vendor had an positive influence upon non-economic benefits, (2) service tangibles, IS maturity and monitoring of the vendor had an positive influence upon economic benefits, and (3) service tangibles, reliability, partnership and monitoring of the vendor had positive influence upon satisfaction about outcomes of relationships.

• 통상정보연구
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• 제8권3호
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• pp.143-164
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• 2006

EDI is fast becoming the standard way of exchanging business documents, not only in this country but throughout the world. The purpose of EDI is currently being used for all the most common business transactions such as purchase orders, invoice, quotes, bill of lading, status reports, receiving advices; and also for some very specific transaction. Thus, the purpose of this study, by way of literature survey and survey research are to find the effectiveness in EDI Service of Clearance Physical. The model of the Trust Dimension and EDI Provider Loyalty in EDI Service of Clearance Physical is tested here using data from 163 samples. Based on the research model, a comprehensive set of hypotheses is formulated and a methodology for testing them is outlined. some of the hypotheses are tested empirically to demonstrate the applicability of the theoretical model. In examining the relationships of the Clearance EDI determinants factors, Trust and e-loyalty show in significantly by customs practice trust, clearance EDI, EDI provider trust and clearance EDI loyalty. but that show in not significantly by a list of names, EDI benevolence.

• 대한통합의학회지
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• 제12권3호
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• pp.163-178
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• 2024

Purpose : This study aimed to evaluate the effectiveness of an integrative medical service model applied to breast cancer patients and their caregivers, exploring its feasibility and challenges within the context of South Korean healthcare system. Methods : A case study approach was chosen to assess the integrative medical service model's efficacy, involving one breast cancer patient and her primary caregiver from W University Hospital. The patient had completed reconstructive surgery and chemotherapy and was undergoing radiotherapy. The model included standard treatments alongside psychological counseling, aromatherapy, axillary rehabilitation exercise, make-up program, art therapy, laughter therapy, horticultural therapy, and yoga programs, and meditation programs delivered over eight weeks. Quantitative and qualitative data were collected through surveys, psychological tests, and feedback assessments. Results : The integrative medical service model demonstrated notable improvements in the quality of life for both breast cancer patients and their caregivers. Participants reported enhanced emotional well-being, reduced stress levels, and improved coping mechanisms throughout the treatment journey. Qualitative feedback highlighted the positive impact of holistic interventions in alleviating psychological distress and fostering resilience. Quantitative data corroborated these findings, showing statistically significant improvements in various psychosocial parameters assessed. Conclusions : Our findings underscore the benefits of integrative medical service model with standard medical treatments in the care of breast cancer patients and their caregivers. The holistic approach not only addresses physical symptoms but also enhances overall well-being and quality of life. However, the implementation of such models faces challenges within the South Korean healthcare system, including fragmented service networks and financial constraints. Addressing these structural barriers is crucial for the widespread adoption and sustainability of integrative care models in oncology practice. Future research should focus on larger-scale studies to further validate these findings and inform policy decisions aimed at optimizing cancer care delivery.

• 대한원격탐사학회:학술대회논문집
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• 대한원격탐사학회 2004년도 Proceedings of ISRS 2004
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• pp.87-90
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• 2004

Telematics is an emerging industrial field made up of the convergence of technologies. The key technologies for Telematics are server-side technology, terminal-side technology, communication-related technology, and positioning technology. Standardization in Telematics is now getting more notice these days. Domestic situation is explained for several related facilities such as ETRI, TTA, and Telematics Standardization Forum. In this paper, we will focus especially on the standard reference model that is the most fundamental framework of Telematics technology standardization. In the reference model, the Telematics system is composed of Telematics client part, communication part, and Telematics server part. The Telematics client part consists of terminal, positioning device, and car electronic devices. Communication part can be composed of various telecommunication channels such as CDMA, WLAN, DMB, WiBro, etc. which can guarantee the seamless two-way communication. Telematics server part is composed of TSP(Telematics Service Provider) server and CP(Contents Provider) servers gathering and managing the various Telematics services. This Telematics reference model is expected to be utilized as the base architecture in developing the technology and standards from now on.

• 산업경영시스템학회지
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• 제41권1호
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• pp.118-127
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• 2018

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid measuring methods for service quality are necessary. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. Kano classified the degree of influence that is the degree of correspondence of the quality attributes of products and services to the subjective satisfaction of customers. As a result, the types of qualities are classified as attractive, must be, one dimensional, and indifference attributes. They have been widely used quality attributes in various industrial fields up to now. However, Kano model has a limit that it ignores the characters of the next frequent numbers even though there are not much gap comparing to the most frequent number in the questionnaire answers. The limit is attributed to the character of Kano model that the most frequent number is accepted as the only quality character. Timko calculated the customer satisfaction coefficient by using Kano's method and studied the differences in quality character by classifying the quality characteristics in a graphical way through the relationship between the satisfaction and the dissatisfaction coefficient. In this study, we used the quality level determination method of the 7-point Likert scale, which takes the weight into account, to complement the deficiencies of the existing Kano model. We also developed and applied a Potential Satisfaction Level (P) and Potential Customer Demand Improvement (PCDI) Index to present a new approach to the determination of service quality attributes. To measure the level of potential service satisfaction and to understand the degree of improvement, we collected specimens of 51 participants who has been trained in the National Strategy Business Training Program, which has been managed by government agent, and analyzed the results.

• 한국시뮬레이션학회논문지
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• 제16권1호
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• pp.49-57
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• 2007

서비스 지향 아키텍처(SOA)는 최근 IT환경에서 급격한 성장을 하고 있다. 거대하고 복잡한 분산 환경에서 재빠른 변화에 적용하기위해 SOA를 기반으로 한 인프라 구축을 기업에서 많은 관심을 가지게 되었기 때문이다. SOA는 인터페이스와 서비스간의 계약을 통하여 서로 다른 기능을 단위로 하는 응용프로그램이 상호 연관성을 가지는 컴포넌트 모델이다. 본 논문에서는 SOA와 핵심 웹서비스 표준에 관계된 개념을 웹서비스에 적용하기 위한 아키텍처를 설계하고, 그 내용에 따라 SOA를 기본으로 한 웹 서비스 시스템을 모델링 한다. 웹서비스는 XML과 SOAP를 기본으로 도입하여, 응용프로그램과 비즈니스 서비스의 설계를 구현한다. 이렇게 설계된 SOA기반의 웹서비스를 통하여 상호 운영성, 재 사용성, 확장성 및 유연한 비즈니스 프로세스 처리와 같은 SOA의 각 특징이 어떻게 적용되는지 확인하고, 서비스 모델 프로세스에 대한 방법과 SOA기반의 웹서비스의 아키텍처 설계방법을 통하여, 서비스 간의 느슨한 결합(Loose Coupling)으로 중립성을 유지하는 웹 서비스 모델링을 제시한다.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2001년도 춘계학술발표논문집 (하)
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• pp.1137-1140
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• 2001

This thesis defines an end-to-end billing process model. The processes in the model can be mapped to the TMN(Telecommunications Management Network) model which is based on an international telecommunications management standard. We have identified two interfaces in this billing process model. Part 1 of this thesis provides a protocol-independent design of the UAI(Usage Accounting interface) between the service provider and the network provider. Part 2 of this thesis provides information modeling of the UMI(Usage Metering Interface) between the network provider and the equipment provider. This interface is applied to the B-ICI(Broadband ISDN Inter-Carrier Interface) environment.

• 대한안전경영과학회지
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• 제19권3호
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• pp.137-150
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• 2017

Logistic enterprises want to be competitive enterprises in fierce logistic market and worry about the securement of discriminative competitiveness for it. The standards for the judgement of logistic industry's maintenance of competitiveness are not only economic feasibility of logistic costs but also the satisfaction of users because well-established service system for variety and enhancement of logistic needs. Some of the quality attributes sufficiently satisfy expectation of customers, but not guarantee high-quality satisfaction. Therefore, it's difficult to grasp quality attributes with the existing approach of perceived service quality. Quality attribute model suggested by Kano is widely used as the concept is accurate, there is high possibility to be used at the stage of product/service planning, and it can be easily applied. Kano model has a limitation that quality attributes are classified with mode and the differences between strong property of the quality attribute and week property in quality attributes were ignored. Therefore, Timko calculated customer satisfaction coefficient with the result of Kano's survey and effects of customer satisfaction and unsatisfaction through relations between satisfaction coefficient and unsatisfaction coefficient. The purposes of this study are to use ASC, the average of satisfaction coefficient and unsatisfaction, as the satisfaction of quality characteristics, decide the importance of quality characteristics with TOPSIS, a representative multi-standard decision-making method, and calculate strategy improvement propriety of logistic service quality.