• Culinary science and hospitality research
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• v.13 no.3
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• pp.115-126
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• 2007

Previous studies have focused on service quality by examining customer satisfaction and retention. Little, if any work has been conducted exploring the emotional state of customers and that state in con-nection to perceived service quality. The objective of this study was to explore and determine how a customer's emotions perceive and respond to service quality within family restaurants. It was found that within a positive emotional field, product and personal service quality showed a high correlation to the positive image while customers experiencing negative emotions had the perception of poorer product and personal service quality as well as a worse impression of cleanliness. Cleanliness was not connected to the issue of customer satisfaction but each of these three factors, whether positive or negative, led to the creation and mediation of an image which in itself directly resulted in customer satisfaction. Customer emotional fields are not merely the by-product of quality issues, or satisfaction but in fact the foundation by which all other factors must be considered and analyzed. Family restaurateurs need to focus on the customer's emotional well-being to create customer satisfaction.

• International Journal of Quality Innovation
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• v.10 no.1
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• pp.77-87
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• 2009

The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self-administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and another one set for outpatient. Selection of hospitals was made according to states in Peninsular Malaysia. 23 hospitals covering all state level hospitals, the National Referral Centre and selected district hospitals were chosen as respondent hospitals. Two dimensions of service quality emerged, namely clinical and physical dimension of service. Both outpatient and inpatient were found to be more satisfied with clinical dimension of service than physical dimension. For outpatient satisfaction, there was positive correlation between waiting time and patient satisfaction. Patient satisfaction was also found to be higher in the smaller district hospitals than in the larger state hospitals. For clinical dimension of service, patients were satisfied with the services of doctors and nurses, while for physical dimension of service, patients were satisfied with the cleanliness of the facilities. The ability of the research to be conducted by random sampling was inhibited by the reluctance of patients to cooperate, which led to the use of convenience sampling. Studies have also shown that patients are reluctant to express their feelings on services provided by their caregivers. The study provides primary data for a nationwide study on patient satisfaction in Malaysian public hospitals, for both inpatient and outpatient.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.37 no.1B
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• pp.50-58
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• 2012

The objective of this study is to develop the theoretical model of the telecommunication system service availability from the user perspective. We assume non-homogeneous Poisson process for the call arrival process and continuous time Markov chain for the system state. The proposed model effectively describes the user model of the user-perceived service reliability by including the time-varying call arrival rate. We also include the operational failure state where the user cannot receive any service even though the system is functioning.

• Journal of the Optical Society of Korea
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• v.18 no.5
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• pp.466-471
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• 2014

An asynchronous optical packet-switching (AOPS) node with load-balancing capability can achieve better performance in reducing the high packet-loss ratio (PLR) and time delay caused by unbalanced traffic. This paper proposes a novel dynamic load-balancing algorithm for an AOPS node with limited buffer and without wavelength converters, and considering the data flow distribution and service levels. By calculating the occupancy state of the output ports, load state of the input ports, and priorities for data flow, the traffic is balanced accordingly. Simulations demonstrate that asynchronous variant data packets and output traffic can be automatically balanced according to service levels and the data flow distribution. A PLR of less than 0.01% can be achieved, as well as an average time delay of less than 0.46 ns.

• Journal of applied mathematics & informatics
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• v.28 no.1_2
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• pp.275-282
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• 2010

This paper analyzes a discrete-time bulk-service queue with probabilistic bulk size, where the service process is interrupted by a Markov chain. We study the joint probability generating function of system occupancy and the state of the Markov chain. We derive several performance measures of interest, including average system occupancy and delay distribution.

• Proceedings of the Korean Society of Coastal and Ocean Engineers Conference
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• 2000.09a
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• pp.176-181
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• 2000

This paper briefly outline the approach we are now setting for improving the existing global ocean tidal charts in next few years. There has been notable progress in predicting global ocean tide in mid 90s to improve correction procedures for tidal signals in altimetry with more accurate tidal models (http://podaac.jpl.nasa.gov/) than existing ones. (omitted)

• ETRI Journal
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• v.38 no.3
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• pp.579-588
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• 2016

To improve the ability to determine a vehicle's movement information even in a challenging environment, a hybrid approach called non-Gaussian square rootunscented particle filtering (nGSR-UPF) is presented. This approach combines a square root-unscented Kalman filter (SR-UKF) and a particle filter (PF) to determinate the vehicle state where measurement noises are taken as a finite Gaussian kernel mixture and are approximated using a sparse Gaussian kernel density estimation method. During an outage-free GPS period, the updated mean and covariance, computed using SR-UKF, are estimated based on a GPS observation update. During a complete GPS outage, nGSR-UPF operates in prediction mode. Indeed, because the inertial sensors used suffer from a large drift in this case, SR-UKF-based importance density is then responsible for shifting the weighted particles toward the high-likelihood regions to improve the accuracy of the vehicle state. The proposed method is compared with some existing estimation methods and the experiment results prove that nGSR-UPF is the most accurate during both outage-free and complete-outage GPS periods.

• Communications for Statistical Applications and Methods
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• v.25 no.4
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• pp.443-451
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• 2018

$P^M_{\lambda}$-service policy is a workload dependent hysteretic policy. The policy has two service states comprised of the ordinary stage and the fast stage. An ordinary service stage is initiated by the arrival of a customer in an idle state. When the workload of the server surpasses threshold ${\lambda}$, the ordinary service stage changes to the fast service state, and it continues until the system is empty. These service stages alternate in this manner. When the cost of changing service stages is high, the hysteretic policy is more efficient than the threshold policy, where a service stage changes immediately into the other service stage at either case of the workload's surpassing or crossing down a threshold. $P^M_{\lambda}$-service policy is a modification of $P^M_{\lambda}$-policy proposed to control finite dams, and also an extension of the well-known D-policy. The distributions of the stationary workload of $P^M_{\lambda}$-service policy and its variants are studied well. However, there is no known result on the sojourn time distribution. We prove that there is a relation between the sojourn time of a customer and the first up-crossing time of the workload process over the threshold ${\lambda}$ after the arrival of the customer. Using the relation and the duality of M/G/1 and G/M/1 queues, we obtain conditional sojourn time distributions in M/G/1 and G/M/1 queues under the policy.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.33 no.3
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• pp.137-145
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• 2010

The objective of this paper is to evaluate the equilibrium price between PSTN and VoIP telephony services in the case of non-linear utility function. Currently there are two types of wired phone services we are known PSTN (Public Switched Telephone Network) and VoIP (Voice over Internet Protocol). The PSTN telephony which provide high quality service and VoIP which provides relatively low quality service form a vertically differentiated oligopoly. Therefore, the evaluation of the equilibrium price between PSTN and VoIP services is very important to wired phone service providers. The equilibrium price depends on the state of the service cost function has been proved different value. This paper was evaluated each equilibrium price for the state of the linear cost function and non-linear cost function. Subsequently, this paper analyzed the demand of both services and the equilibrium profit which can maximize the profit of both service providers.

• Korean Journal of Clinical Pharmacy
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• v.19 no.2
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• pp.120-130
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• 2009

The objective of this study was to analyze and to improve therapeutic drug monitoring(TDM) service of vancomycin in a local hospital. Patients with TDM service between September 2005 and December 2008 were included and the data were collected for vancomycin use and components of TDM. During that period, 421 cases of TDM service of vancomycin in 236 patients were retrospectively reviewed. The first dosages of vancomycin were appropriate in 135(57.2%) patients and administration of vancomycin was discontinued in 126(53.4%) patients due to therapeutic failure or adverse drug reaction. MRSA was identified in 191(80.9%) patients and 135(70.7%) samples for the identification were sputum. According to the TDM reports, 232(55.1%) serum samples were obtained at the steady-state conditions and 55.5% of the samples that were drawn before the steady-state was due to the physician's inappropriate knowledge about the steady-state. Based on the time of vancomycin administration, 35.8% of the samples were not obtained at the recommended sampling time. For the patients in general wards, the most common reason for the incorrect samples was routine serum sampling by the laboratory medicine phlebotomists between 6 and 8 a.m. except sunday. In contrast, samples drawn by nurses or physicians at inappropriate time were the most common reason for the incorrect samples with patients in the intensive care units. Physicians accepted 68.5% of the recommendations for vancomycin dosage and administration. In conclusion, TDM service of vancomycin needs to be improved in inappropriate sampling time and vancomycin dosage. For solving these problems, current team made of TDM pharmacists and physicians of laboratory medicine can be expanded to include a physician of infectious diseases, nurses and laboratory medicine phlebotomists as new members. Through the TDM service of vancomycin by the new team, we can settle the problems and make the guideline for the scientific controversies associated with therapeutic monitoring of vancomycin.