• 한국도서관정보학회지
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• 제40권2호
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• pp.243-265
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• 2009

본 연구에서는 디지털도서관의 서비스 품질 평가에 관한 최근 문헌을 전반적으로 고찰함으로써 서비스 품질 평가에 관한 연구동향 및 시사점을 도출하고자 하였다. 구체적으로 디지털도서관의 e-서비스 품질 평가 관련 국내 외 최신 연구동향을 전반적으로 살펴보고, 국내 선행연구 문헌을 대상으로 비판적 비교 분석을 시도하였다. 비교 분석의 관점은 서비스 품질 평가모형과 측정방법을 중심으로 이루어졌으며 이를 통해 국내 실정에 적합한 표준화된 디지털도서관의 서비스 품질 평가모형 개발의 필요성과 개발 지침의 수립이라는 두 가지 시사점을 도출하였다.

• 한국IT서비스학회지
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• 제6권3호
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• pp.111-128
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• 2007

The purpose of the research is to analyze the status and problems of the e-Learning quality assurance system on e-Learning contents and service provider(institutes) in the field of enterprise education. In addition, the research is to suggest the direction and strategies for revising and developing the system. The research put emphasis on two systems of the e-Learning quality assurance(contents, service provider) which directly influence financial support of government. This study depended mostly on literature review, supplemented by expert panel meetings. In the case of the quality assurance system on e-Learning contents, the followings are suggested; (1)admitting the contents made of the combination of modules in the approved module set, (2)making easier the qualifying of modified contents for maintenance, (3)revising evaluation criteria, (4)providing substantial feedback. In the field of service provider, the followings are requested; (1)differentiating of qualifying system by industry and scale of company, (2)extending the qualifying cycle, (3)improving the feedback and sharing system.

• 한국전자거래학회지
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• 제6권3호
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• pp.127-148
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• 2001

As the Internet service is expanding rapidly, portal sites, a gateway tn the net, are attracting increasing attention these days. As the Internet service has expanded rapidly, so has the interest for portal sites,, which serve as a gateway to the net. Despite the tendency, however, research on a measure by which to evaluate the quality of portal sites or development of such measures has not been fully pursued. As online services, faced with profitability, are considering 'charge per view', the development of a set of quality evaluation measures for portal services will prove to become a valuable instrument in constructing competitive strategies that are vital for survival and growth of a firm. In that regard, this study aims to develop a set of evaluation measures for Internet portal sites by empirically investigating the most common offline measures for quality of services, SERVQUAL, retail SERVQUAL and other evaluation measures for IT-related online services. Moreover, the study offers the strategic implications of the defined measures.

• 한국정보시스템학회지:정보시스템연구
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• 제13권1호
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• pp.97-119
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• 2004

Recently, many e-business companies started to charge fees to the use of information contents service. However, little is known about how users evaluate and determine to purchase information services. Past technology adoption research has focused primarily on the positive utility gains side, focusing on usefulness and ease of use. Purchase of e-service, however, involves not only the position utilities but also negative utilities. This research uses the service value model(SVM) and explains user's intention of purchasing a new information service. Based on the Perceived Value Framework, this research investigates the impacts of the service quality and the fee charge on the user's perceived service value and further on user's intention of adopting the e-service. One of the most important postulations of this research is that both service quality and the fee charge influence user's intention through affecting the user's perceived service value. This research presences a conceptual model of users' e-service evaluation process. The conceptual framework provides a basis for understanding how perceptions of quality and sacrifice influence value perceptions and purchase intentions. The results of an empirical research suggest that the both service quality and fee charge have influences on the perceived service value. However, they do not directly affect user's intention to purchase the e-service. They affect user's intention to purchase through affecting the perceived service value. In conclusion, this research provides a base to build on for other research studying use intention model of new e-service.

• 품질경영학회지
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• 제38권4호
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• pp.549-560
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• 2010

The role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user satisfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.

• 한국IT서비스학회지
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• 제20권2호
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• pp.1-11
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• 2021

As a key of access to public participation and information, e-government is taking the active role of public service by relevant laws and policy measures for universal use of e-government websites. To improve the accessibility of web contents, the level of deriving the results for each detailed evaluation item according to the Korean web contents accessibility guideline is carried out, which is an important factor according to the detailed evaluation items for each website property and requires data-based management. In this paper, detailed indicators are analyzed based on the quality control level diagnosis results of existing domestic e-government websites, and the results are classified according to high and low to propose new improvement directions and induce detailed improvement. Depending on the necessity of management according to the detailed indicators for each website attribute, not only results but also level diagnosis to strengthen web service quality suggests directions for future improvement through accurate detailed analysis and research for policy feedback. This study ultimately makes it possible to expect government system management based on predicted data through deduction history management based on evaluation score data on public websites. And it provides several theoretical and practical implications through correlation and synergy. The characteristics of each score for the quality management of public sector websites were identified, and the accuracy of evaluation, the possibility of sophisticated analysis, such as analysis of characteristics of each institution, were expanded. With creating an environment for improving the quality of public websites and it is expected that the possibility of evaluation accuracy and elaborate analysis can be expanded in the e-government performance and the post-introduction stage of government website service.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2011년도 춘계학술대회 논문집
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• pp.1290-1299
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• 2011

Internal and external conditions are currently changing-e.g, climate change increased awareness of energy crisis, and accelerated paradigm about green growth. Accordingly, revitalization of public transportation which enables green transportation system is receiving more attention than the past. Meanwhile, as the incom level increased, people required better quality of service, and consequently, various proposals about improving the services are being promoted. Generally, the quality of the spaces within transit in developed countries is represent the quality of life, thus concerns about the transit service of quality are emerging. This study, through the domestic and abroad studies about transit service quality, redefines transit service quality including rail and reviews the related categories. In that order this study deducts each type of evaluation categories and factors, with comparing and reviewing with various cases in Korea and overseas. Based on the whole process, the paper elicits implications and proposes to the research about the evaluation of transit quality of service.

• 한국정보과학회논문지:정보통신
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• 제36권4호
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• pp.360-368
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• 2009

세계적으로 가입자망의 고도화 및 광대역화가 경쟁적으로 추진되고, 이에 따른 신규 서비스도 활성화되고 있는 추세이다. 국내 광통신 산업의 저변 확대와 육성 발전, 차세대 장비 개발, 광가입자망 기반 고품질 서비스 및 플랫폼 개발의 일환으로, ETRI(Electronics and Telecommunications Research Institute)에서는 자체적으로 FTTH(Fiber-To-the-Home) 표준 BMT(Bench Mark Test) 테스트베드와 네트워크 운영센터 및 IPTV 서비스 장비로 FTTH 서비스센터를 구축하고, 통신망사업자를 통하여 규모 있는 상용 광가입자망을 구축하고 연동하였다. 본 논문에서는 ETRI의 FTTH 서비스센터와 통신사업자의 상용 광가입자망 구축에 사용되는 FTTH E-PON(Ethernet Passive Optical Network) 시스템에 대해 QoS(Qualiy of Service) 기반의 TPS(Triple Play Service)와 QoE(Quality of Experience) 측면에서 시험한 성능 평가 결과를 기술하였다.

• 한국컴퓨터정보학회:학술대회논문집
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• 한국컴퓨터정보학회 2019년도 제60차 하계학술대회논문집 27권2호
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• pp.407-408
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• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

• 한국도서관정보학회지
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• 제36권2호
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• pp.93-120
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• 2005

본 연구에서는 도서관의 서비스 품질을 연구한 문헌들을 중심으로, 서비스 품질에 대한 최근 연구를 체계적으로 분석하고, 주요 이슈들과 향후 연구과제를 도출하였다. 구체적으로 서비스 품질 연구를 서비스 품질의 개념 및 특성, 서비스 품질 특성 모델, 서비스 품질의 결과변수, 이용자만족, e-서비스 등으로 나누어 분석하였다. 그리고 도서관 분야의 정보서비스 품질 관련 논문들을 중점적으로 다루고, 이슈별로 해외 주요 연구들도 소개하여 서비스 품질 연구를 종합적으로 고찰하였으며, 아울러 향후 연구되어야 할 이슈들을 분야별로 제시하였다.