• 제목/요약/키워드: The Tools Measuring Service Quality

검색결과 18건 처리시간 0.021초

패션 교육 서비스 품질에 관한 이론적 고찰 (Theoretical Examination of the Quality of Fashion Education Services)

  • 장경혜
    • 한국의상디자인학회지
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    • 제4권1호
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    • pp.131-141
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    • 2002
  • The present study, first, reviews theoretically previous studies about the concept and quality of services as well as tools to measure the quality. Second, it reviews theoretically previous studies about the concept and quality of special services as well as tools to measure the quality. According to the results of reviewing previous studies on service quality, it is considered that the variance among several researchers concerning the measurements of service quality is affected significantly by factors such as the procedures of data collection and analyses utilized in the studies. In addition, the fact that dimensions are different, or some dimensions are not independent, is highly likely to be based on the unique characteristics of business categories, in addition to research procedures. Accordingly, when measuring service quality in future studies, it may be desirable to adapt measuring tools partially for the characteristics of each service category, and to generalize the adjusted tools over the specific category. Especially studies on the quality of special service have been carried out in limited scope so far. Thus, it is required to develop and refine comprehensive and appropriate criteria and detailed questions to measure the quality of fashion education service. Furthermore, studies are necessary with regard to relations among relevant factors such as customers' satisfaction and perception on education service quality after they experience the services.

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간호서비스 질에 대한 지각차이 및 측정도구에 관한 연구 (A Study on the Differences of Perception between Consumers and Providers about Nursing Service Quality, and the Usefulness of Tools Measuring Nursing Service Quality)

  • 이미애
    • 대한간호학회지
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    • 제30권5호
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    • pp.1121-1132
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    • 2000
  • Service quality is, unlike goods quality, an abstract and elusive term. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. The main purpose of this study is 1) to explore the differences of perception between consumers and providers about nursing service quality. 2) to identify the useful tool between two tools measuring nursing service quality. To achieve these purposes of the study, the questionnaire was developed and distributed to 210 nurses who worked at seven subjected hospitals in Seoul. Also, 280 people who had a direct experience with the subjected hospital nursing services at the time of screening were involved. They were randomly selected at the seven subjected hospitals during August to September of 1998. Among them, 165 responses from nurses and 229 responses from others resulted in worthy finds. The measurement instrument for a nursing services quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). The reliability coefficient of the scale was calculated and showed high degree of internal consistency (Cronbachs' Alpha = .9353). For data analysis, SPSS/PC was used for descriptive statistics, t-test, ANOVA and regression analysis. The results were as follows : 1) In the perception about nursing services quality, there were gap between consumers and providers. Especially the critical attributes in point of perception nursing services quality, naming satisfy, hygiene and performance factors, are very different contents. 2) In the comparison analysis of the usefulness tools it was turned out that SEVPERF model is more appropriate than SERVQUAL model. And in the analysis to identify the construct validity of the tool, it is turned out that the relationship between the constructing factors of the tool and the general satisfaction is significant.

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국제공항 서비스품질 측정도구 개발에 관한 연구(인천 및 김포국제공항을 대상으로) (A Study of Developing the Evaluation Tools of International Airport′s Service Quality in Korea)

  • 장대성
    • 품질경영학회지
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    • 제32권2호
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    • pp.59-76
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    • 2004
  • It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.

다구찌 방법을 적용한 인터넷 쇼핑몰의 서비스 품질 측정 방법론 (A Methodology on Measuring Service Quality of Internet Shopping Mall using Taguchi Method)

  • 서광규;안범준
    • 산업경영시스템학회지
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    • 제27권3호
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    • pp.45-51
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    • 2004
  • Recently, the severe competition in the internet shopping mall has forced firms to increase the customer satisfaction and to enhance service quality Despite the internet shopping mall's fast and superficial growth and extraordinary potential, study on (actors affecting service quality based on its characteristics is meager. Most researchers have studied on the service quality related with the internal shopping mall by just applying measurement items in internet environment. This paper tries to analyze whether the internet shopping mall can be reorganized by introducing factors of service quality specifically with reference to the internet showing mall. In addition, this study focuses on developing the method to measure the service quality more effectively. For this purpose, this study applies the Taguchi Method using quality loss function (QLF) which can be used to measure quality quantitatively. The proposed method provides the measurement of the internet shopping mall's service quality and offers to the practitioner a measurement tools suitable for service industry.

What are the Problems to Improve the Affective Quality using Six Sigma Process?

  • Choe, Jaeho
    • 대한인간공학회지
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    • 제31권6호
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    • pp.793-800
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    • 2012
  • Objective: This study investigated the problems that could be faced with when engineers try to improve the affective quality using the DMAIC model. Background: Affective quality is considered one of the most influential factors for the competitive power of consumer products and many engineers make effort to improve the affective quality. Since the Six Sigma process is effective and wide-used method for quality improvement, it can also be used to improve the affective quality. However six sigma tools cannot be directly used for affective quality because of the subjective and qualitative characteristics of the human affection. Method: Investigate the goals, processes and key factors of DMAIC model and find the difficulties to use six sigma tools for the affective quality. Results: Most of the problems arise from measuring and quantifying the human affective response level and understanding the relationship between the human affective factors. Conclusion: Both the protocol for measuring human affection and the monitoring system to find the affective response change for the product or service are required. Application: The results of this study could be helpful for the engineers not specialized in ergonomics to improve the affective quality in systematic approach.

인터넷 품질 수준 측정을 위한 품질 관리시스템 구현 (An Implementation of Traffic Management System for Internet QoS Guarantee)

  • 김진규;이순흠
    • 한국멀티미디어학회논문지
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    • 제7권3호
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    • pp.399-407
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    • 2004
  • 인터넷의 이용이 확산됨에 따라 망과 서비스를 효율적으로 설계하고 운용하기 위해서는 인터넷 품질을 유지하기 위한 네트워크 트래픽 및 상태의 측정이 중요한 자리를 차지하게 되었으며, 이를 위한 기준과 시스템이 필요하게 되었다. 인터넷 트래픽 품질의 측정을 통해 사업자는 사용자들에게 현재 어느 정도의 서비스 품질이 제공되고 있는지를 파악할 수 있고, 사용자들은 자신이 체결한 SLA를 사업자들이 준수하는지를 파악할 수 있다. 이에 본 논문에서는 인터넷 트래픽 품질 관리시스템을 설계 및 구현하였다. 또한 이 시스템을 상용 인터넷망에 적용하여 곁과를 분석하였다.

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소비자의 라이프스타일에 따른 서비스품질 지각 차이에 관한 연구 (A Study on the Consumer's Service Quality Perception Based on the Types of Life-style)

  • 박윤서;이승인;최인
    • 마케팅과학연구
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    • 제19권2호
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    • pp.53-67
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    • 2009
  • For the last decades, service quality has been studied as one of the most important tools for a service company to compete with the other companies. Based on these past researches, it has been agreed that the service quality is a basic and powerful tool to create the competitive advantage. Due to similar reason, many service marketing practitioners have been also focused on the service quality to retain the existing consumers and collect the new consumers. However, service quality is subjectively perceived by individual consumers. Consumer evaluation of service quality can be different from each other. Especially consumers with one life-style may evaluate the service quality differently from the consumers with the other life-styles. Therefore we need to know whether there are differences in service quality perception on the categories of life-style. Life-style refers to a distinctive mode of living in its aggregate and broadest sense. It embodies the patterns that were developed and emerged from the dynamics of living in a society. Since the concept of life-style and its relationship to marketing was introduced in 1963 by William Lazer, methods of measuring the life-style and their application have been developed. Life-style has been usually used to segment the marketplace because it offers marketers a unique and important view of the market. When Life-style is combined with clustering methods, life-style segmentation can generate identifiable whole persons rather than isolated fragment. Life-style segmentation begins with people instead of products and classifies them into different life-style types, each characterized by a unique style of living based on a wide range of activities, interests, and opinions(Plummer, 1974). In this study we applies the life-style segmentation based on the AIO(Activities, Interests, and Opinions) to the consumers of the large discount stores. In Korea, the large discount store market has entered into maturity stage so that the market differentiation strategy is becoming a more critical issue to the marketing practitioners. One of the most important tools to differentiate from the competitors in large discount store market is continuously to provide service of better quality than competitors. This study tries to find answers about the following questions: 1) How can we categorize the consumer life-styles in the large discount store? 2) What are the characteristics of the categorized groups? 3) Are there any differences in service quality perception among the consumers with different life-styles 4) Are there any differences in consumer behavior among them in the large discount store? For the purpose, we collected survey data from consumers and analyzed the data with the SPSS package where we had $X^2$-test, factor analysis, ANOVA, MANOVA, and cluster analysis. The survey was made during one month in the April of 2008. Among the collected 306 copies of questionnaires, 281 copies were chosen as the effective samples for empirical analysis except 25 copies with wrong responses. To identify the life-style patterns, we used the measures employed by Kim and Kwon(1999), where 44 items on a seven-point scale were used to measure factors of the life-style patterns. The Principal Component Method was used for factor extraction, and the VARIMAX orthogonal factor rotation was employed. The 7 items showing low factor loading were eliminated. The results of the factor analysis suggested that nine factors of the life-style patterns were identified as follows: 1) the equality-of-sexes and pursuit-of-independence tendency 2) self-management tendency 3) sociable tendency 4) self-display tendency 5) degree of a dilettante life 6) pursuit-of-information tendency 7) bargain hunter tendency 8) TV preference tendency 9) pursuit-of-leisure tendency. Next, after the K-means cluster analysis was performed with nine factors of the life-style patterns, the life-styles of the respondents were classified into four groups which are named as the 'progressive practicality-oriented group', 'positive success-oriented group', 'sociable ostentation-oriented group', 'stable conservation-oriented group'. The analysis results for usage behavior between the market segments showed statistically significant differences in the frequency of usage, duration time in the store, consumer satisfaction, and loyalty. Also, we tried to investigate whether the large discount store consumers differently perceive the quality of service based upon the types of life-style. To measure the service quality of large discount store, we adapted several measurement models measuring the service quality such as SERVPERF, BCP, R-SERVPERF, R-BCP. MANOVA and One-Way ANOVA were performed to confirm the difference in service quality perception based on the market segments. The results have also shown significant differences between life-style types in service quality perception. These findings show that the large discount store marketers should consider consumer life-style as one of the most important market segments for marketing and understand the difference in service quality perception between life-style types. Our findings give important implications to marketers of large discount stores as well as life-style researchers. First, this study showed there were significant differences in consumer's service quality perception and usage behavior between the types of life-style. It provides evidence that the life-style approach can be a important basis in segmenting the large discount store market and will make consumers perceive the service quality high. Second, most previous researches on service quality have been in aggregate level. However, our results imply that the future research on service quality have to focus on segment level.

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NGN(Next Generation Network)의 네트워크 품질 보증을 위한 테스트베드 모델 설계 (A Designing Method of Network Quality Assurance Test Bed Design under Next-generation Network Environment)

  • 정지문
    • 디지털콘텐츠학회 논문지
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    • 제13권4호
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    • pp.625-629
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    • 2012
  • NGN 운용과정의 품질 보증을 위해 어떤 체계하에서 품질이 테스트 되어야 하는지 방법론을 도출하기 위해서 멀티미디어 트래픽을 중심으로 NGN 품질측정 프레임워크를 제시한다. 테스트베드는 NGN 운용과정에서 QoS 측정 메트릭스, 측정구간과 측정계위, 측정도구, 측정장비, 측정방법 및 측정결과 분석에 대한 일련의 프로세스와 방법론을 모델화한다. 이 모델은 향후 NGN 품질보증 활동에 활용토록 한다. 통신서비스 품질은 스스로 보장되지 않으며 끊임없이 측정되고 관리될 때에 만 품질 목표수준 확보가 가능하다. NGN 네트워크기술 패러다임 중요성을 감한할 때 NGN 운용상의 품질관리에 대한 연구는 앞으로 활발하게 추진되어야 할 핵심 소재이다.

지역사회 정신보건서비스 제공 전$\cdot$후 정신장애인의 의료비용, 삶의 질, 가족 부담감 비교연구 (Comparative Research of the Medical Cost, The Quality of Life, The Family burden of the Mentally III before and after the Community Mental Health Service)

  • 노인영
    • 한국보건간호학회지
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    • 제15권1호
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    • pp.56-72
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    • 2001
  • Community mental health management system emphasizing on the rehabilitation and the return to the community has been established and carried out for many years. The study has been demanded to prove that the decreasing rate of the recurrence of the mentally ill resulted to lower their medical costs, to enrich the quality of life, and to reduce the psychological burden of their family. This study tried to prove that the mental health services to the mentally ill which were registered in community mental health center of A city have an influence on the medical cost, the quality of their lives. the family burden. The subject group of this study were 39 home-based mentally ill patients and their 37 family members, totally 76 people registered in mental health center of A city and participated in its program. This research had been measured twice, the first before the intervention and the second after at least a year. The measuring tools in the research were the medical cost measurment tools developed by the researcher, the quality of life index by Yoo ja, Noh(1988) and the family burden by Montgonery(1985). The methods were modified and supplemented in this study. This research made use of SPSS Win 10.0. The results of this study are the same as followings. 1) There were the significant difference in the medical cost before and after the mental health service delivery. 2) The quality of lives of the mentally ill, after the mental health services delivered were significantly higher than before. 3) The family burden were significantly reduced after the delivery of community mental health services. Community mental health services brought out efficient results to the social return and rehabilitation. And these results means that the mentally ill changed highly the quality of life and their burden of family and medical cost were reduced. So the public organization and the private society should help positively the mentally ill and their family through mental health policy and social service agency to live healthy lives and to be valuable member of society.

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소비자 이슈에 대한 CSR 활동의 산업별 차이분석 (Analyzing Differences in CSR Activities of Consumer Issues among Industries)

  • 김광용;이상철;서영호
    • 품질경영학회지
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    • 제41권4호
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    • pp.567-580
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    • 2013
  • Purpose: This study aims to develop measuring tools for 'Consumer Issues' of ISO 26000, the international standards for corporate social responsibility(CSR), and propose strategic suggestions on the CSR implemention by analyzing the differences among various industries. Methods: In order to test the research models, structured questionnaires were used and nationwide surveys were conducted targeting at customers who have had experiences in using the products and services from the companies which published CSR reports. In addition, for the empirical analysis of data, the models were verified with AMOS confirmatory factor analysis(CFA). Results: From the result of the analysis of differences among industries, it was shown that level of CSR activities was high in public sectors, followed by service industries and manufacturing. It was also shown high in air transport and the electrical and electronic industries, while it was confirmed low in energy and environment related industries such as energy, automobile and chemical industries. As a result, strategic approaches are suggested, considering the different characteristics of each industry in implementing CSR. Conclusion: This study has developed measuring tools for 'Consumer Issues' to research the core subjects and issues of ISO 26000, the international standards for CSR. It has confirmed the characteristics and differences regarding 'Consumer Issues' among industries and proved that industries can provide guidelines for the implementation of CSR activities through approaching and researching various issues from interested parties. This study has also suggested the importance of customer awareness of CSR activities and active communications by industries.