• 사물인터넷융복합논문지
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• 제6권1호
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• pp.31-38
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• 2020

본 연구는 청소년수련시설 종사자의 사회적 지지가 서비스 질에 미치는 영향에서 임파워먼트의 매개효과를 검증하고자 하였다. 본 연구결과를 통해 청소년수련시설 종사자의 서비스 질 향상에 필요한 기초자료를 제공하는 것을 목적으로 하였다. 본 연구 결과 첫째, 사회적 지지와 임파워먼트는 서비스 질에 정적인 영향을 제공하는 것으로 나타났고, 둘째, 임파워먼트의 부분매개효과를 확인할 수 있다. 본 연구결과에 기초하여 제언하면 다음과 같다. 첫째, 종사자의 사회적 지지를 위해 청소년수련시설의 중간관리자와 시설장은 인터넷, 스마트 폰 등 사물인터넷 환경을 활용해야 한다. 둘째, 임파워먼트 향상을 위해 업무와 관련된 정보지원, 보상과 관련된 물질지원, 업무 처리와 관련된 평가지원 등의 지원이 이루어져야 한다. 셋째, 종사자의 임파워먼트 향상을 위해 사물인터넷 환경을 활용한 증강현실(AR), 가상현실(VR), 플립러닝 프로그램 개발이 필요하다.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 추계학술대회
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• pp.463-467
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• 2007

This paper deals with service quality systems such as nonstore selling service, telemarketing services, call center services, market and opinion research service, franchise service, and, institutional feeding service. These service quality systems include process, infrastructure, and, requirements for the training and development of agents and staffs.

• 패션비즈니스
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• 제18권3호
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• pp.45-58
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• 2014

The purpose of this study is to identify how to improve the quality of department store's sales associates for customer loyalty. This study examines the importance of sales associates' education, skills, and customer service towards customer loyalty. The questionnaire survey was conducted to collect data from 220 clothing sales associates working in department stores. This survey was paper-based. The participants were asked about the questionnaires; sales associates' education, sales associates' ability, customer service, and customer loyalty. General demographic characteristic of participants in the study are as follows; females (72.27%) participated the survey more than males (27.73%). With the age ranging from early 20s to over 40s, most people who took the survey ranged from early 30's to mid 30's with 33.64%. The result indicated that sales associates' education, and customer service skills were significantly corelated to each other. Sales associates' education had no co relation to customer loyalty. In applying the research findings, department stores can design their training contents to offer better training quality. Education of sales associates can be focused by providing various training contents, exercise, effective options, along with the opportunity to improve the qualities of training.

• 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.

• 한국조리학회지
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• 제23권4호
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• pp.203-215
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• 2017

The purpose of this study is to investigate the effect of educational service quality on educational satisfaction and job usability. The results of the analysis are as follows. First, based on the theoretical background, factor analysis and reliability analysis were conducted. Five factors of tangibility, responsibility, reactivity, assurance, and empathy were found in the educational service quality. In addition, it was confirmed that there was no problem as a single factor in educational satisfaction and job availability, and these factors showed high reliability and validity. Second, in the relationship between educational service quality and educational satisfaction, all five factors which education service quality factors were found to affect educational satisfaction. The higher the factor of educational service quality, the students will be able to increase their satisfaction with education, which was a degree of satisfaction with the education of contract department. Third, in the effects of educational service quality factors on job availability, tangibility, responsibility, reactivity, and assurance have no effect and empathy affects job availability. In this study, although the factors of education service quality is high except empathy, it is not possible to increase the job availability that leads to successful business results. Fourth, job availability affects educational satisfaction. Therefore, the higher the level of job availability, educational satisfaction will also increase. The following are implications of this study. First, high-quality lectures, hands-on training, and educational programs are needed and values that students pursue must continuously increase. Second, there is a need for measures to improve job availability such as the formation of curriculum related to jobs and the demand for the training courses of restaurants.

• 품질경영학회지
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• 제22권2호
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• pp.98-108
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• 1994

Under the competitive environment of shipping industry, the improvement of the quality of shipping service could be one of the most important factors to be considered in the recent shipping industry. However, there has been little study on the clear concept of the service quality in the shipping so far. The subject of this study is to define the concept of the service quality in the shipping by way of making investigation into the related precedent literatures studied. The quality of service is recognized in general as a degree of gap between the customer's expectation and the perception. Therefore the service quality of shipping could be measured by evaluating the gaps between shipper's expectation and performance of shipping service. If the determinants of the service quality in the shipping are proved, and the discrepancies of expectations and perception between the shipping company and the shipper could be clarified, such a result would be an useful help to establish marketing strategy.

• 한국병원경영학회지
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• 제8권4호
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• pp.26-58
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• 2003

This research first finds out the resources, activities, and effectiveness of quality management effort and the resulting customer satisfaction when the total quality management is lacking in most Korean medical agencies today. Then, it analyzes the relationship among the factors mentioned earlier. This paper utilizes actual data and presents a theoretical model which explains that the resources of quality management affect the activities and that the fruit of the quality management effort benefits the customers in the end. In addition, this study conducts a corroborative analysis through executing a survey, getting a descriptive statistical result on the subjects' characteristics and the research variables using SPSS 9.0 WIN PROGRAM, and the model is approved through analyzing its make-up using LISREL 8.12 WIN PROGRAM. The study's finding is the following: First, the management leadership affects the worker's, educational training, the quality of medical service, and the survey of customer satisfaction positively. However, it does not affect the quality of work positively. Second, the internal customer satisfaction affects the worker's participation, educational training, the quality of medical service, and the survey of customer satisfaction positively. Third, the quality of medical service and the survey of customer satisfaction affects the result of quality management positively, but the worker's participation, educational training, and the quality of work do not affect the result of quality management positively. Fourth, the management leadership does not appear to affect the result of quality management positively. Fifth, the internal quality management appears to affect the result of quality management positively. Sixth, the external customer satisfaction appears to affect the result of quality management positively. In conclusion, the findings in this study indicate that medical agencies need to utilize the active variables of quality management in order to successfully establish a total quality management.

• 한국산업보건학회지
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• 제29권4호
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• pp.603-609
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• 2019

Objectives: This case report aims to contribute to the enhancement of training quality for occupational accident prevention by conducting surveys on customers' satisfaction with the training course management by the Occupational Safety and Health Training Institute (OSHTI) of KOSHA. Methods: Surveys were conducted through phone calls, customer service documents, and questionnaires from January 1, 2018 to December 31, 2018. Results: The surveys showed an answer rate of 97.36% and handling rate of 97.47% in 2018, an increase of 1.15% compared to 2017. The number of monthly inbound calls in 2018 was 5,902, rising 0.10% year-on-year, and the average inbound calls per day in 2018 was 289, a decline from 291 the year before. The number of provisions of customer service in 2018 was 68,952, increasing 1.89% year-on-year. The number of inquiries on the training curriculum was 58,744 in 2018, an increase of 3.98% compared to the 56,498 recorded in 2017. Inquiries on job training centers were the most common, numbering 27,114 (39.32%), followed by e-learning 18,470 (26.79%) and expert courses 13,160 (19.09%). Of the 149 answers to the customer service survey, 'Nothing to complain about' accounted for 86 (56.72%) and 'Diversifying training time and programs' numbered 22 (14.77%). Conclusions: Customer satisfaction in 2018 increased compared to that in 2017. However, there is a need to reflect the demands of customers for diversifying training time and programs, offer practice-centered training, and collect opinions on providing information in order to maintain high quality training course management.

• 직업교육연구
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• 제35권6호
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• pp.39-63
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• 2016

이 연구의 목적은 실업자가 훈련프로그램을 수료한 이후에 실업자의 실제적인 취업률과 고용유지율에 영향을 미치는 변인을 구명하는 데 있었다. 이를 위해 2012년 훈련서비스 품질 등에 관한 설문조사에 응답한 국가기간 전략산업직종(이하 '기간전략') 훈련생(889명) 중에서 최종적으로 수료한 훈련생(840명)의 훈련과정 종료 후 2년 이상의 고용보험 가입여부 및 가입기간 등에 관한 자료를 활용하여 생존분석(생명표 분석, Cox 회귀모형 분석)을 실시하였다. 이 연구의 주요 결과는 첫째, 수료 후 취업률이 가장 높은(36.8%) 시기는 3개월 이내이고, 전체 훈련생의 50% 이상이 취업한 시기는 6개월 이내로 나타났다. 수료 후 1년과 2년이 경과된 시점까지도 지속적으로 취업이 발생하고 있지만, 시간이 지날수록 취업률은 점점 감소하는 것으로 나타났다. 둘째, 수료 후 취업률에 영향을 미치는 변인은 훈련서비스 품질 중 교수역량(-)과 고용가능성(+)으로, 교수역량을 낮게 인식할수록, 자신의 고용가능성을 높게 인식할수록 취업확률이 높게 나타났다. 셋째, 취업 후 고용상실률이 가장 높은(각 22.0%, 22.3%) 시기는 3개월 이내와 3~6개월 이내이고, 전체 훈련생의 50% 이상이 고용보험을 상실한 시기는 8.8개월 이내로 나타났다. 넷째, 취업 후 고용유지율에 영향을 미치는 변인은 훈련서비스 품질 중 교사-학생관계(+), 학우관계(+), 훈련만족도(+)로, 교사-학생관계와 학우관계의 품질을 높게 인식할수록, 훈련만족도를 높게 인식할수록 취업 후 고용유지확률이 높게 나타났다.

• 품질경영학회지
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• 제39권1호
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• pp.155-166
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• 2011

In this research, we study on to find the inter-relation among education service quality and customer satisfaction and re-use focusing on E life-long education center. Education service quality consists of four factors such as training center's facility, trainer, employee's service and operating service. As like the results of this research, we found that three factors of education service quality such as facility, trainer and operating service give a positive effect to customer satisfaction and also we found that customer satisfaction gives a positive effect to re-use.