• 한국병원경영학회지
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• 제19권2호
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• pp.73-88
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• 2014

Objective: This research investigates how to increase the quality of medical service and supply high quality of medical service to patients. By using Kano Model theory we examines what medical service attributes the hospital would be conducted preferentially for patient's satisfaction and provides informations of management strategies for hospitals. Method: To study patients' perception of medical service quality, first we performed pilot test to derive 30 medical service attributes. With 30 medical service attributes, we conducted survey of 300 subjects who have experienced medical services in 6 months. To examine patients' conception of medical services, a modified Kano's questionnaire using 5 scale is applied. Finally we calculated SI(Satisfaction index) and DI(Dissatisfaction index) and PCSI(Potential Customer Satisfaction Improvement) index with Kano's Model analysis results. Key Findings: We found that the quality of medical service categorized in 15 one-dimensional elements, 9 must-be elements and 6 indifferent elements. Moreover the attribute of gives prompt services and have patient's best interest at heart scored the highest SI, whereas the attributes of accurate and precise medical service, exact records, enough explanation and polite attitudes are the highest score of DI. And also good explanation of the bill scored the highest PCSI. In this study findings indicate that while medical service providers try to increase patients' satisfaction by improving hospital's environments, patients' perception of trust and good interpersonal relationships with medical service providers have strong and positive impact on patients' satisfaction.

• 품질경영학회지
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• 제37권1호
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• pp.80-90
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• 2009

Nowadays, there are many companies which employ the SQI measurement to assess service quality. The purpose of this study is to measure the service efficiency for Bank Industry. In this paper, we tried to measure the efficiency of service quality and overall customer satisfaction by using Data Envelopment Analysis(DEA). Rather than using the usual method of converting the Service Quality Index(SQI) into mean value, we applied CCR/BCC models in DEA to service quality efficiency. Also, DEA/PS Model is recommended as appropriate model for evaluating service efficiency by complementing the shortfalls of the weighted value of DEA Model. In this study, six dimensions of service quality were considered as input variables and output variables(overall customer satisfaction, reusing intention, and word of mouth). The result of this study statistically verifies that 5 DMUs are relatively efficient, and intensive activities for service efficiency are needed for 20 sample branches. Managerial implications based on the analysis were suggested.

• 한국건설관리학회:학술대회논문집
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• 한국건설관리학회 2006년도 정기학술발표대회 논문집
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• pp.713-717
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• 2006

언론매체를 통해 발표되는 다수의 공동주택 고객만족도 조사는 공동주택의 프리미엄이라는 변수를 고려하지 않은 채 진행되는 경우가 많다. 이로 인하여 업체나 단지별로 고객만족도 비교를 통하여 공동주택 자체의 품질 평가와 건설사의 시공능력을 객관적으로 평가하기 원하는 기업이나 고객들에게 잘못된 결과를 제공하게 된다. 따라서 본 연구에서는 공동주택의 프리미엄이 고객만족도에 끼지는 영향에 대하여 파악하고, 프리미엄에 영향을 끼치는 요소의 도출 및 요소 간 중요도 분석을 통하여, 향후 공동주택 프리미엄 요소의 객관적인 지수산정에 기초 자료로 사용하는데 그 목적이 있다.

• 한국경영과학회지
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• 제33권4호
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• pp.101-118
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• 2008

This study compares supply chain integration practices of high performing manufacturing plants in Korea and those in the U.S., Japan, and six European countries. Data were drawn from the High Performance Manufacturing(HPM) Round 3, a joint data-collection effort on manufacturing and supply chain management. Specifically, in the automotive, electronics, and machinery industries, we selected twenty Korean plants with high performance reputation and chose the same number of non-Korean plants(HPM top 20), based upon their competitive manufacturing capability index and customer satisfaction index. The Korean plants do not significantly differ from HPM top 20 plants in that internal value creation activities are coordinated and integrated at the corporate level and between plants. The Korean plants, however, demonstrated more integration with suppliers than with customers, and only the two of them were classified as 'outward facing', which pursues greater integration with both customers and suppliers. Unbalanced and lower integration with customers of the Korean plants was attributed to the lower than expected manufacturing capability and customer satisfaction. Implications for supply chain professionals were discussed.

• 품질경영학회지
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• 제48권2호
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• pp.309-328
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• 2020

Purpose: The purpose of this study is to find a way to improve the quality of medical tourism education services in Korea. Methods: This study used a method of conducting a survey of students who have completed medical tourism education and customer satisfaction coefficient and potential customer satisfaction index were calculated by applying the Kano model. Results: The results of this study are as follows; First, Eight medical tourism education service quality factors were classified as an attractive quality attribute. Second, Thirteen medical tourism education service quality factors were classified as an one-dimensional quality attribute. Third, Online education operation factor was classified as an indifferent quality attribute. Fourth, Instructor quality factor and physical environment quality factor showed relatively high better and high worse coefficients. Finally, According to the PCSI index, it was found that the scope of improvement was the largest when focusing intensively on the quality factors of instructors. Conclusion: This study suggests strategic implications for nurturing excellent professional manpower through quality improvement of education services by identifying the quality factors of major medical tourism education services perceived by students.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.90-95
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• 2006

고객 만족도조사 (Customer Satisfaction Index)는 기업 외부 관점에서 고객의 만족도를 조사하여 기업의 서비스 품질 개선에 기여한다. 그러나 기업 외부 관점의 고객만족도만의 서비스 평가뿐 아니라 내부 직원의 업무 평가를 통한 서비스 품질 개선도 필요하다. 내부 직원의 업무 평가는 직원 개개인의 능력까지 평가할 수 있는 COI(Customer Orientation Index)통해 이루어질 수 있다. 따라서 CSI 와 COI를 연계 분석하면 기업 외,내부 관점에서의 효과적이 서비스 품질 개선이 가능하다. 또, 고객만족을 위한 높은 서비스 품질을 유지하기 위해서는 서비스 품질 개선뿐 아니라 지속적인 관리와 모니터링도 필요한데 CSI 만으로는 한계가 있다. 이를 위해 CSI 분석 결과 도출된 핵심관리 프로세스를 지표화 하여 관리하기 위해 서비스 수준 계약서 (Service Level Agreement)에 반영하여 관리할 수 있다.

• 복식
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• 제57권7호
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• pp.1-14
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• 2007

This study investigates the differences between the satisfaction factors of store characteristics depending on on-line clothing store type and its satisfaction index. The collected data were analyzed by using SPSS 10.0 software with various techniques such as paired t-test, T-test, Cronbach's ${\alpha}$ reliability and factor analysis that use principal component analysis and Varimax orthogonal rotation were used. The results are summarized as follows: 1. By categorizing the level of on-line store characteristics satisfaction depending on its type, clarifies the differences between its satisfaction. The satisfaction rank of general merchandise store was as followed: searching and approaching system, buying process service, screen-displayed design, product, store credit. On the other hand, the satisfaction rank of general store was as followed: screen-displayed design, store credit, buying process service. 2. By analyzing the difference of satisfaction depending on the store type, it was found that general merchandise store was more satisfied with screen-displayed design, approaching and searching, whole payment process, the safety of payment and shipping service, security service when compared to specialty store. It was also found that specialty store was more satisfied with the variety of product, update of rare items, quality and price of product. 3. By analyzing the difference between the type of on-line clothing store satisfaction depending on age, in the case of general merchandise store, the result showed that people in their thirties were more satisfied with buying process service, store credit, customer management system when compared to twenties. In the case of specialty store, the result showed that people in their twenties were more satisfied with customer management service when compared to thirties, and when it came to buying process service, it was vice versa.

• 품질경영학회지
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• 제30권3호
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• pp.66-78
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• 2002

Process capability indices are being used as indicators for measurements of process capability for SPC of quality assurance system in industries. In view of the enhancement of customer satisfaction, process capability indices in which loss functions are used to deal with the economic loss In the processes deviated from the target, are in an adequate representation of the customer's perception of quality In this connection, the loss function has become increasingly important in quality assurance. Taguchi uses a modified form of the quadratic loss function to demonstrate the need to consider the proximity to the target while assessing its quality. But this traditional quadratic loss function is inadequate to assessing the quality and quality improvement since different processes have different sets of economic consequences on the manufacturing, Thereby, a flexible approach to the development of the loss function needs to be desired. In this paper, we introduce an easily understood loss function, based on reflection of probability density function of the normal distribution. That is, the Reflected Normal Loss function can be adapted to an asymmetric loss as well as to a symmetric loss around the target. We propose that, instead of the process variation, a new capability index, CpI using the Reflected Normal Loss Function that can accurately reflect the losses associated with the process and a new capability index CpI Is compared with the classical indices as $C_{p}$ , $C_{pk}$, $C_{pm}$ and $C_{pm}$ $^{+}$.>.+/./.

• 산업경영시스템학회지
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• 제42권2호
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• pp.69-77
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• 2019

As information technology advances, the penetration of smart devices connected to the Internet, such as smart phone and tablet PC, has rapidly expanded, and as sensor prices have fallen the Internet of Things has begun to be introduced in the industry. Today's industry is rapidly changing and evolving, requiring companies to respond to the new paradigm of business. In this situation, companies need to actively manage and maintain customer relationships in order to acquire loyal customers who bring them a high return. The purpose of this study is to suggest a method to manage customer relationship using real time IoT data including IoT product usage data, customer characteristics and transaction data. This study proposes a method of segmenting customers through RFM analysis and transition index analysis. In addition, a real-time monitoring through control charts is used to identify abnormalities in product use and suggest ways of differentiating marketing for each group. In the study, 44 samples were classified as 9 churn customers, 10 potential customers, and 25 active customers. This study suggested ways to induce active customers by providing after-sales benefit for product reuse to a group of churn customers and to promote the advantages or necessity of using the product by setting the goal of increasing the frequency of use to a group of potential customers. Finally, since the active customer group is a loyal customer, this study proposed an one-on-one marketing to improve product satisfaction.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2010년도 춘계학술대회 논문집
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• pp.730-738
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• 2010

철도역세권개발사업은 사업운영자나 시행자, 민간사업자 등 주관적 이해관계에 따라 시설의 중요도가 다양할 수 있지만 무엇보다도 고객만족도 측면에서 철도이용자에 대한 관심이 중요하다. 철도역사 내부시설은 호텔, 백화점, 업무시설, 위락, 편의시설 등을 유치하여 이용자 생활공간으로 만들고, 역사내외 연결통로, 철도, 지하철, 버스, 택시, 자전거 등을 연결한 종합 환승터미널, 보행자 동선 등 이용자의 편리성 시설이 매우 중요하다고 할 수 있다. 본 연구에서는 철도역세권 개발사업의 역사이용시설 편리성면에서 중요인자를 AHP기법을 이용하여 상대적 중요도를 분석하여 우선순위를 도출하였다. 철도 이용자와 철도공사 직원의 비교 분석결과를 보면 가장 상위중 요인자인 역사이용시설 중 직원이나, 시설이용자 모두 동일하게 여객시설, 승강시설을 중요순위로 선택하였다, 세 번째 중요수위는 직원은 이동시설을, 고객들은 위생시설을 선택한 것으로 나타났다. 하위중요인자 결과를 살펴보면 직원, 고객 모두 여객시설 중 승강장, 대합실에서는 휴게시설, 승강시설에서는 에스컬레이터, 이동시설에서도 에스컬레이터, 안내시설에서는 점자블록, 부대시설에서는 주차장을 중요하게 선택하였다.