• Industrial Engineering and Management Systems
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• v.11 no.3
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• pp.241-254
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• 2012

To gain competitive advantage in a fast changing environment, the higher education institution (HEI) must continuously adjust the strategies to that environment. One important strategy is how to determine appropriate practical actions based on what students really need and want. Despite the abundance of research on service quality management, there is no universal consensus on how best to determine appropriate practical actions in HEIs. The aim of this paper is to develop an integrated model to be used to accurately acquire the most critical service attributes and determine appropriate actions that promote student satisfaction. Drawing on relevant literature, an integrated model is proposed which is based on students' perspective by integrating the fuzzy SERVQUAL, refined Kano, and Blue Ocean model. Subsequently, an empirical case study in the higher education sector is described that illustrates the value of the model in determining the most critical attributes and how to improve them.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.45 no.4
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• pp.79-85
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• 2022

Various non-face-to-face services are being activated due to the influence of the Corona 19 virus around the world. However, unlike the rapid development of delivery services, social awareness of delivery services is causing many problems. Therefore, in this study, we analyze the quality attributes of delivery services from the consumer's point of view, and based on the results, we try to derive a direction for service improvement. In this study, quality factors were established through interviews and surveys with actual consumers, and quality attributes were classified through the Kano model and Timko's customer satisfaction coefficient. "Attractive" is ('Ease of ordering, Accurate delivery to the designated place'), "One Dimensional" is ('Variety of payment methods, Accurate delivery on time, Accurate delivery of ordered food, Degree of non-deformation of packaging conditions, etc., Convenience of use time'), "Must be" is ('Kindness of the delivery person'), "Reverse" is ('provision of services, service response to order discrepancies'). This study has academic significance in that it compensated for the disadvantage of not being able to interpret the mathematical meaning of the Kano model with Teamco's customer satisfaction coefficient. It also has practical implications in that it provides an indirect clue to future improvement directions.

• Women's Health Nursing
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• v.12 no.1
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• pp.5-11
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• 2006

Purpose: The purpose of this study was to analyze the concept, palliation, in order to enhance understanding of palliative care and ultimately lead to the provision of timely quality palliative care. Method: This study used Walker and Avant s methods for concept analysis. Result: The defining attributes of palliation identified in this study were 1) being limited, 2) responsiveness, 3) leading to positive effects, 4) relativity, and 5) being unsettled. The antecedents of palliation were 1) a problematic condition, 2) appropriate management for the problematic condition, and 3) interaction between the problematic condition and the appropriate management. The consequences of palliation included 1) improvement of a problematic condition and 2) dependency on a management of the problematic condition. Conclusion: Although further studies are required to refine the diverse attributes of the concept of palliation, according to this concept analysis of palliation, palliative care should be introduced at the early stage of disease and constantly provided for the improvement of its negative symptoms.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.451-466
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• 2016

Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.43 no.2
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• pp.56-64
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• 2020

This paper is a follow up to the previous study which reveals that smartphone users are divided into three subcategories according to their usage characteristics. In this paper, these groups are called as 'general', 'entertainment', and 'work-assistant', taking into account their respective characteristics. The 'general' is a group whose smartphone usage characteristics are not focused on a specific purpose, the 'entertainment' is focused on music, internet, SNS, picture, and e-banking, and the 'work-assistant' is on work, GPS, diary. Inter-relation between the importance and satisfaction for the purchase determinants to the groups is investigated. In addition, Kano analysis of quality attributes is also performed, which includes quality type, satisfaction/dissatisfaction index, and PCSI (Potential Customer Satisfaction Improvement) index. The analysis result are as follows. Firstly, inter-relation between importance and satisfaction differs by user group. 'Internet', 'Ease of use', and 'Performance' purchase determinants are evaluated as competitive determinants in 'work-assistant' user group. Secondly Kano quality types of quality characteristics also differs by user group. 'Application' was classified as an attractive (A) types to 'entertainment' group and so on. 'Internet' 'Failure/Bug', 'Touch response rate' and 'Charging' are located in 'Nice' Region of S-PCSI Diagram and have to be considered as strategic quality characteristics. The results of this study is expected to give some helps in establishing a customer tailored quality strategy.

• Korea Journal of Hospital Management
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• v.23 no.4
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• pp.40-52
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• 2018

The purpose of this study is to identify medical consumers' hospital selection factors in response to the rapidly changing environment of medical industry. For that purpose this study classified consumers' hospital selection factors into three categories such that human factors including expertise, reliability, empathy; system factor including, convenience, differentiation, efficiency; and facility factor including tangibility, accessibility, and location, based on the previous studies and the results of a preliminary survey of the patients of a small private hospital. The nine factors were further divided into 23 more specific attributes. Then, an online survey was conducted to measure the perceptions of the 23 attributes by the medical consumers over the age of 20. The analysis of the survey data using Kano model and Timko model indicated that 14 of the 23 attributes were classified as attractive factors, eight attributes were or classified as, one-dimensional factors, and one attribute, doctors' educational background, was classified as indifference factor. Of the 14 attractive factors, "unique and differentiated services related to medical treatment" and "distance from home to hospital" had the highest customer satisfaction coefficients. Of the eight one-dimensional factors, "kind treatment," "providing adequate explanations," "accuracy of diagnosis," and "cleanness of facilities" had the highest customer satisfaction coefficients as well as the highest dissatisfaction coefficients. The findings indicate that these six attributes are the most basic and most impactful attributes that hospitals must manage strategically to improve their service quality and attract more medical consumers to their hospitals.

• Korean journal of food and cookery science
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• v.31 no.1
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• pp.72-82
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• 2015

The purpose of this study was to investigate workers' perception on the quality improvement of Korean restaurants for the globalization of Korean food. A total of 342 workers at Korean restaurants in Seoul and Gyeonggi province were surveyed using a self-administrated questionnaire. Excluding responses with significant missing data, 250 responses were used for data analysis. In terms of the improvement of service quality attributes, the 'sanitation management (4.51)' category received the highest score, followed by 'service skill (3.93)', 'menu development (3.90)', 'serving method (3.88)', 'facility and ambiance (3.84)', and 'food taste (3.40)'. There were significant differences of workers' perception on the improvement of service quality which were 'menu development (p<0.01)', 'service skill (p<0.001)', 'facility and ambiance (p<0.001)', and 'sanitation management (p<0.01)' by restaurant operation type, and 'service skill (p<0.001)' and 'facility and ambiance (p<0.001)' by workers' position. The mean score of each service quality category showed that Korean restaurants managed by a franchisor were ranked the highest. In each service quality category, the items which showed the highest scores for the improvement were 'developing the finest cuisine (4.08)', 'providing food seasoning according to customer requests (3.70)', 'proving ladles, tongs, and extra plates which enable customers to take as much food as they want (4.12)', 'staff's ability to explain menu (4.08)', 'using tableware appropriate to each dish (4.03)', 'sanitary management of the provided tableware (dishes, spoons and knives) (4.57)', and 'thorough toilet management (4.57)'. This research suggests that Korean restaurants need to improve service quality to globalize Korean food, and the strategies for service quality management should be developed to be applied to each restaurant operation type.

• Journal of Distribution Science
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• v.17 no.12
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• pp.43-54
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• 2019

Purpose: Marine transportation companies must improve service quality to secure competitive advantage and continuous relationships with customers. This study explores the value and necessity of service quality in the industry by empirically identifying the factor that would have the largest effect on the improvement of service quality, also examining whether such improvement may actually influence continuous relationships. Research design, data and methodology: Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 281 questionnaires were collected, but 68 were excluded owing to invalid responses. Results: Information service attribute had the largest effect on service quality, whereas communication did not demonstrate a significant influence. In addition, distribution and information services exerted a positive effect on service satisfaction through service quality, and finally influenced relationship continuity. Conclusions: The results shows that marine logistics service quality strategies which were centered on time or local factors, should be considered in terms of the development of innovative services. In particular the improvement of information service systems and strategies in changed business environment.

• Journal of Information Technology Applications and Management
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• v.11 no.4
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
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• 2002.11a
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• pp.354.1-354
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• 2002

Pitch is a perception related to frequency, one of the psychological aspects or attributes of tones, and an important factor to determine sound quality of sound together with loudness and timber. while a study on pitch has been actively achieved In the part of speech recognition and speech separation, that for analysis and improvement of product sound quality is not yet enough. (omitted)