• Korean Management Science Review
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• v.29 no.2
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• pp.105-125
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• 2012

As medical service industry is transformed into the market centered on consumers, medical service quality patients recognize is emphasized as the powerful means to ensure competitive advantage among hospitals in the fierce medical markets. Many researches have been done on the definition of medical service quality, developing a scale to measure it, patient satisfaction, hospital repurchase and oral transmission intention, but integrated studies have not been done sufficiently on the patient' cognitive emotional aspects. For these research purposes, based on service relation, service quality, physical surroundings, human services, corporate reputation, service value, emotional response, customer satisfaction and repurchase intention, this paper suggests a theoretical modeling composed of hypotheses on the relations of each theoretical variable. In addition, the moderating effect of service relationships is investigated based on the structural equation model.

• Journal of the Korean Institute of Navigation
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• v.25 no.2
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• pp.173-182
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• 2001

This paper aims to explore effective ways to improve inspection service and develop customer-centered inspection administration, by carrying out a case study on the K Society of Ship Inspection. The methods applied for this research project are as follows, 1) sector-based examination of the existence of the ISO 9001 system; 2) evaluation of the operation of the system; 3) conduction of a survey questionnaire with the participation of all staff and inspections institutes to analyze customer satisfaction of their inspection service, and 4) statistical analysis of the data collected from the survey questionnaire.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.05a
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• pp.45-48
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• 2006

This paper proposes a systematic framework for developing new service concepts, with an emphasis on the customer's perspective. The framework consists of three phases; identification of customer needs, extraction of new service opportunities, and generation of new service concepts. The proposed framework is demonstrated through a case study in the telecommunications industry.

• Journal of Korean Library and Information Science Society
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• v.35 no.3
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• pp.251-270
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• 2004

The purpose of this study is to introduce a customer relationship management(CRM) for more user satisfied information in through the relationship between an user-centered library management and library customers. The characteristics of library customer information needs and a general CRM system design are introduced. The result shows a plan for library CRM system. It is included a conceptual modeling design for the CRM system, a data dictionary, and event class.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.28-41
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• 2006

In this study, an investigation was done into service quality factors of infant education institutes, after which a positive verification was made in the rotation of cause and effect between service quality, service value and customer satisfaction. Based on this verification, strategies were presented for plans to improve the service qualify of infant education. In addition, identification was made into factors that affect customer satisfaction, re-registration intention and recommendation to others in putting forward service operational strategies for infant education institutes and making a comparative analysis on kindergartens and daycare centers.

• The Korean Journal of Health Service Management
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• v.2 no.1
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• pp.1-27
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• 2008

The purpose of this study is to investigate the effects of customer orientation factors in relation to medical services on the values of the service and customer satisfaction and loyalty. Those factors include patient safety and, as found by previous studies, specialization, explanation of what to be medically examined and customer orientation itself. Based on these pervious studies, this study surveyed customers of 7 general hospitals located in Busan to empirically identify relations between customer orientation factors of medical services and the values of the services and customer satisfaction. Results of the study can be summarized as follows. First, this study is very meaningful in that it established a basic theory of patient safety as one of the above customer orientation factors, and tried to empirically demonstrated the theory by applying it to medical services. Second, another of the factors, specialization was found positively affecting the values of medical services, but not affecting customer satisfaction. Customers are likely to choose specialized medical institutions even at higher cost when they undergo an accident or disease. Nevertheless, in factors, whether medical service providers are specialized is not influencing customer satisfaction. This is because medical institutions are failing to properly make recognized their specialization to customers who want to receive specialized medical services. Third, another of customer orientation factors, that is, explanation of what to be medically examined was found not having positive effects on the values of medical services and customer satisfaction. This is probably because enough time was not given for the explanation or because the explanation itself was not provided enough. Fourth, medical service providers' customer orientation was found positively influencing the values of medical services and customer satisfaction. In other words, it seems that customer-centered attitudes and behaviors of medical service providers had positive effects on customers' perception of medical services. Fifth, another of the factors, that is, patient safety was found positively affecting the values of medical services and customer satisfaction. This is probably because medical services' accurate diagnoses and reliable services had positive effects on customers' perception of medical services. Sixth, customers' perceived values of medical services were found having positive effects on customer satisfaction and loyalty. This suggests that the values of medical services are an antecedent variable that directly influences customer satisfaction and loyalty. Seventh, customer satisfaction was found positively affecting customer loyalty. This suggests that customer satisfaction is an antecedent variable of customer loyalty. In conclusion, this study showed that in relation to medical services, customer orientation factors' significant influences on the values of the services and customer satisfaction requires continuous efforts for raising customers' perceived qualities of medical services.

• Journal of Information Technology Services
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• v.20 no.5
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• pp.137-146
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• 2021

Recently, public participation in government policy design has been further expanded and public services perceived by users are expanding. At this time, the role of the digital government and the direction of the service to be pursued are user-centered, and above all, it is necessary to focus on the keywords of pre-emptive, preventive, and customized. In order to propose service quality improvement in the public sector, service user-centered classification and monitoring are integrated and the usability of government documents is improved. It is necessary to identify the needs of whether to provide a path for public participation. In the post-corona era, people are accessing quarantine information from the digital government every day. The government should proactively respond to the acceleration of digital transformation and the non-face-to-face demands of the people who experience non-face-to-face daily life. In order to evolve into a smart organization along with the innovation promotion plan and to provide customized services, it is necessary to use existing guides for institutional and technical improvement, along with new technology and data-based analysis, to strive for change management. The government should seek counter-measures that have advanced one step ahead by incorporating new high-tech IT with user-centered necessary services. This study aims to derive improvement plans to provide user-centered digital government service design when designing public services and collecting public opinions. Based on the e-government development model research and the existing research on user-centered service design in the public sector, institutional and technical measures are provided for the improvement of digital government service design.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.1
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• pp.137-146
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• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.

• Health Policy and Management
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• v.18 no.1
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• pp.63-84
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• 2008

The aim of this study was to analyze the correlation between professional autonomy and ideology among Korean physicians and to investigate how these factors affect job satisfaction like social status satisfaction and economic reward satisfaction. This study utilized a self-administered questionnaire survey and collected data nationwide between July and August, 2003. 211 responses were used for final analysis. SPSS 12.0 was used for a chi-square test, one-way ANOVA, Pearson correlation analysis, independent t-test and hierarchical multiple regression analysis. The results of this study were as follows. First, many variables of ideological factor were related to job satisfaction. Second, physicians expecting the change of political influence has patient-centered attitude. Third, there were many relationships between professional autonomy and ideology variables. Fourth, physicians expecting the change of political influence and customer-centered healthcare system showed more job satisfaction. In conclusion, professional autonomy is related to ideology, and in order to enhance job satisfaction, ideological factor needs more development. In addition, market-oriented healthcare system would contribute to enhance the job satisfaction of physicians expecting the change of political influence and customer-centered healthcare system.

• Journal of the Korean Institute of Gas
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• v.11 no.2 s.35
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• pp.43-54
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• 2007

Despite the importance of customer satisfaction corresponding to the phenomenal development of the gas industries, supplier-centered management still prevails in the city gas industry due to the monopolistic market environment. However, customer's demands for diverse and higher services are ever growing in the midst of the development and the accelerated competition of the service industries. In this context, customer satisfaction management may be the best style of management for establishing a short, mid and long-term foundation of growth. This paper derives directions for improving customer satisfaction management in such 3 areas as systematic, technological and service improvement from the environmental changes as well as from the customer needs. Based on the survey and comparative analysis of customer satisfaction, we also suggest 5 growth strategies to maintain sustainable development of the gas industry in the midst of competitive environment between city gas companies and among diversified energy businesses and to protect rights of the city gas consumers.