• 대한안전경영과학회지
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• 제16권3호
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• pp.351-362
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• 2014

A prerequisite for improving the quality of a product is to enhance the quality of its parts supplied from outsourced enterprises. An enterprise certified by ISO 9001 Quality Management System is expected to develop their effective quality assurance system and maintain it through continuous control and improvement, thereby ensuring the good quality of products that they produce. However, it is reported that small and medium-sized enterprises certified by ISO 9001 have difficulty establishing an effective quality assurance system. This study aims to propose a new method of improving a quality assurance system that can be more effective in small and medium-sized enterprises. This study collectively considered requirements specified in several international standards on quality system and the results of expert group brainstorming to identify evaluation areas and items for assessing a quality assurance system. Based on these evaluation areas and items, a set of checklists for diagnosing and improving a quality assurance system was developed. In order to demonstrate the usefulness of the proposed method, this study applied it to ten small and medium-sized enterprises and could identify four approaches for improving their current quality assurance system. The presented improvement method, which consists of establishment of quality goals and quality innovation plan, defective products corrective activities, 4M and design change process, improvement of customer quality information management, is expected to be utilized as a useful tool for the enhancement of the quality assurance system of small and medium-sized enterprises.

• 유통과학연구
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• 제13권8호
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• 대한토목학회논문집
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• 제37권5호
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• pp.871-878
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• 2017

건설공사의 품질관리 관련자는 품질관리계획 또는 품질시험계획을 수립 및 시행하고 공정에 따라 사용 자재의 적격 여부 확인, 시험 검사 장비의 관리, 품질교육, 자체 품질점검 및 조치, 부적합 제품 공정에 대한 지도 관리 및 품질시험 등을 시행하고 부실공사를 방지하여 사고를 예방하는 중요한 역할을 담당하고 있다. 그러나 관련기관은 품질관리 관련자에 대하여 관련 법 규정의 개정 시 시험요원, 품질관리자 등으로 호칭을 변경하면서 품질시험과 품질관리 업무에 대한 역할분담을 명확하게 제시하지 않았으며, 건설공사의 품질관리비 산정 및 인건비 적용 등에 혼란을 유발하였다. 따라서 이를 개선하기 위한 연구가 필요하다. 본 연구에서는 품질관리 관련자에 대하여 모호한 호칭관계를 관련 법 규정 등을 토대로 건설공사의 요구사항을 충족할 수 있도록 개선하고, 각각의 역할 및 호칭에 대하여 '품질시험자'와 '품질관리자'로 구분한다. 즉, 건설공사 품질관리 업무지침에서 규정한 "건설공사 품질시험기준"의 품질시험을 실시하는 자를 '품질시험자'로, 건설기술 진흥법 시행규칙에서 규정하는 품질관리계획 수립 및 시행업무를 수행하는 자를 '품질관리자'로 호칭하도록 규정한다.

• 한국프랜차이즈경영연구
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• 제12권1호
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• pp.21-34
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• 2021

Purpose: This study examines the structural relationship between perceived quality, relationship quality, and revisit intention in the context of coffee shop. In this model, perceived quality consists of product, service, and experience quality, and relationship quality consists of satisfaction, trust, and commitment, and performance consists of revisit intention. More specially, this study identifies whether perceived quality plays a mediating role in the relationship between perceived quality and relationship quality and the direct/indirect effects of perceive quality on intention to revisit. Research design, data and methodology: The survey was conducted from September 1 to 30, 2019. The data were collected from 320 respondents and analyzed using structural equation modeling (SEM) with AMOS program. Results: The findings are as follows. First, quality perception of coffee specialty stores had a statistically positive effect on relationship quality, indicating supports H1. Therefore, customers can know that they are aware of the quality of coffee specialty stores, including quality of service and experience as well as products, and that they form relationship quality with coffee specialty stores. Second, relationship quality between coffee shops and customers had a significant positive effect on performance. Thus, H2 was supported. The results show that if the coffee shop does not consider relationship quality as important, customer loyalty decreases, the number of customers decreases, and the number of customers who switch to another coffee shop increases, which can lead to a threat to the coffee shop. Third, in the case of hypothesis H3, it was found that there was a partial mediating effect of satisfaction and trust between quality perception and reuse intention of coffee specialty stores, so hypothesis H3 was partially supported. As commitment appears to have no mediating effect, it can be said that customers who use coffee shops are not only difficult to maintain as regular customers of a particular coffee shop, but also have ample room to move to other coffee shops. Conclusions: Although many scholars point out the importance of service quality, few studies were conducted in the context of the Korean food service industry (including coffee shops). From this perspective, this study tested several hypotheses that the quality (product, service, experience) perceived by customers can have a positive effect on relationship quality and performance (re-visit intention), either directly or indirectly. The findings of this study demonstrate that if the manager of a coffee shop understands the characteristics of quality perceived by customers and the role of relationship quality, the effect of quality perceptions on customers can be maximized in order to maintain the relationship with customers.

• 통상정보연구
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• 제17권3호
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• pp.359-378
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• 2015

본연구의 목적은 무역전시의 서비스품질과 고객만족 및 충성도에 관한 구조적 관계를 분석함으로써 전시회의 경쟁력을 높이기 위한 전략적 시사점을 제공하고자 한다. 이를 위해 고객만족과 충성도에 영향을 미치는 서비스품질요인을 측정하기 위하여 물리적환경품질, 상호작용품질, 결과품질의 3차원으로 구분하였고, 전시참가업체를 대상으로 실증분석하였다. 연구 결과 서비스품질의 고객만족에 대한 영향에 있어 물리적환경품질, 상호작용품질, 결과품질이 모두 유의하게 나타났다. 서비스품질요인과 충성도의 관계에서는 상호작용품질과 결과품질이 충성도에 유의한 영향을 미치는 것으로 나타났고, 물리적 환경품질은 유의한 영향을 미치지 않는 것으로 나타났다. 고객만족은 충성도에 유의한 영향을 미치는 것으로 나타났다.

• 품질경영학회지
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• 제40권3호
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• pp.234-244
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• 2012

Purpose: In the private sector, many Customer Satisfaction Index Models have already been developed and are being applied in a variety of industries. In spite of continuously increasing of quality for military goods, measuring tools of Quality Satisfaction have not been developed yet. Method: In 2004, Defense Quality Assurance Agency and Seoul National University jointly developed MCSI(Military Customer Satisfaction Index) as a benchmark NCSI(National Customer Satisfaction Index), but it is limited to aply to military goods. We focused on product quality and developed MQSI(Military Quality Satisfaction Index) Model. Result: We propose a new Satisfaction Index Model(MQSI, Military Quality Satisfaction Index) that can be applied to military goods. Conclusion: In this study, configuration and variables of MQSI Model are described. Also the result of preliminary survey is briefly explained.

• 한국축산식품학회지
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• 제37권6호
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• pp.873-883
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• 2017

Variations in the definition of poultry meat quality exist because the quality traits are not solely based on intrinsic and extrinsic factors but also consumers' preference. Appearance quality traits (AQT), eating quality traits (EQT), and reliance quality traits (RQT) are the major factors focused by the consumer before buying good quality of poultry meat. AQT and EQT of poultry meat are controlled by physical and biochemical characteristics of muscle fibers which can be categorized into a total number of fibers (TNF), cross-sectional area of fibers (CSAF), and fiber type composition (FTC). In poultry meat, it has been shown that muscle fiber properties play a key role in meat quality because numerous studies have reported the relationships between quality traits and fiber characteristics. Despite intensive research has been carried out to manipulate the muscle fiber to improve poultry meat quality, demand in a rapid growth of poultry muscle has correlated to the deterioration in the meat quality. The present paper reviews the definition of poultry meat quality, meat quality traits, and variations of meat quality. Also, this review presents recent knowledge underlying the relationship between poultry meat quality traits and muscle fiber characteristics.

• 복식
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• 제51권1호
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• pp.61-74
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• 2001

This study is designed to examine the consumer behaviors affected by the product quality and the service quality in the garment industry. First of all, it is researched to recognize the differences in the mean of perceived product quality variables and the service quality variables in apparel stores. Secondly, the variables of the product quality and the service qualify are also investigated to see the casual effects in the consumer satisfaction and consumer repurchase intention, respectively. The 522 data, surveyed from the female college students, were analaysed with SPSS 8.0 version. Cronbach $\alpha$Frequency, Factor analysis, one-way ANOVA, Scheffe test, stepwise regression were applied. In conclusion, there are significant differences in the mean of the product quality variables and the service quality variables in the apparel stores. They are the product quality variables such as physical attribute and instrumental performances and the service quality variables regarding sales staff, VMD, store policy, and customer convenience in the apparel stores. The variables of the product quality and the service quality directly have leverage in the consumer satisfaction and repurchase intention.

• 품질경영학회지
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• 제38권4호
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• pp.561-579
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• 2010

This study is to devide seven subject organs in the metropolitan area by the Malcolm Baldrige's basis which is global standard of management quality to grip the each activities of management quality, to conduct a survey of the management quality of each organ or persons in charge of similar works. Generally, those surveyed show to recognize on the management quality and to apply to real work. Those surveyed show to be able to improve positively quality and service level in case of appling to work of management quality, and to be positive reaction on the contribution about management performance. This study indicates the predominant view which the researcher have to establish the its vision clearly and to promote in a lump success factors of management quality, and the chief executive have to take a firm faith for it. This study also suggest that recognizing positively about its vision and strategy about present condition of management quality activities is one of the implements which not only judge but also establish a good system of an organization. And there has a significant difference between Public and Private Organizations that those evaluate management quality conducts better management performance. However management quality activities shows to mostly agree to be influencing positively to management performance.

• 품질경영학회지
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• 제45권4호
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• pp.917-932
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• 2017

Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.