• International Journal of Quality Innovation
• /
• v.4 no.2
• /
• pp.101-122
• /
• 2003

With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.12 no.11
• /
• pp.4778-4787
• /
• 2011

The purpose of this study to develop IT Outsourcing service quality evaluation measurement have been frequently used to apply a model KS-SQI in the service industry. Primary needs fulfillment, unexpected benefits, reliability, individual empathy, positive assistance, accessibility and physical environment were selected as independent variable, they evaluate IT outsourcing service quality in order to verify their suitability as a tool for IT outsourcing service evaluation measurement, to analyze how that affects IT outsourcing satisfaction, and to investigate whether affecting IT outsourcing satisfaction on recontract intentions. To validate the hypothesis by path analysis conducted between variables using LISREL, primary needs fulfillment, reliability, individual empathy, positive assistance, accessibility and physical environment have significant effect on IT outsourcing satisfaction, but unexpected benefits don't have effect on IT outsourcing satisfaction, and IT outsourcing satisfaction showed significant effect on recontract intentions. Six Measurement tools has been proved to be suitable as a IT outsourcing service quality evaluation tool. Contribution of this study to evaluate the quality of IT outsourcing services, KS-SQI model developed by applying the measuring tool was achieved theoretical extensions and practical aspects of a recontract with the provider of IT outsourcing and IT outsourcing services for as a tool to assess the quality of can be used.

• Journal of Korean Academy of Nursing Administration
• /
• v.4 no.1
• /
• pp.107-127
• /
• 1998

The purpose of this study was to develop an evaluation tool for the quality of nursing care in abdominal surgery patient. The target subjects of the tool were adult patients having abdominal surgery under general anesthesia. Process-outcome framework was selected for the development of the tool in this study. The results were as follows. 1. Nine standards. 40 criteria and 88 indicators were developed. A standard was summary statement of the ideal level of excellencein a dimension of quality of nursing care. which could be evaluated by criteria. Several criteria indicated a specific standard and each criterion could be measured by observable and measurable indicators. 2. The standards were divided into two dimensions. One was process dimension which contained four standards(23 criteria), the other was outcome dimension which contatined five standards(17 criteria). 3. Average CVI was .985 at 9 standards. .947 at 40 criteria. and .987 at 88 indicators. 4. The evaluation tool for the quality of nursing care in abdminal surgery patients was a criterion-referenced tool. And data collection methods of the tool were investigation of patient's record and interview( or questionnaire) with the patients. 5. Interrater reliabilities of the tool were ; r= .7572 (agreement between two raters), and pI=.8487 (intraclass correlation between five raters who rated the 84 patients). 6. Internal consistency reliability ${\alpha}$ was .6194, which was obtained from 32 criteria. Eight criteria were missed in the analyzing process because of data omission. 7. Scores of the process and the outcome dimensions showed significant. but low correlation(r= .3759, p < .001). 8. There were significant differences in total scores between the hospitals and the departments of surgery(F = 15.233. p .0001). There was also significant interaction effect between hospitals and departments to total score(F = 8.396. p = .0001). Construct validity of the toool was verified by the known-group method. these kinds of difference were expected by the nursing experts participated in the study. From these results, more specific patient classification is suggested for the development of evaluation tool of the quallity of nursing care. And indicators to be used for objective measurement for the quality of nursing care must be developed.

• Journal of the Korean Society of Physical Medicine
• /
• v.10 no.4
• /
• pp.123-131
• /
• 2015

PURPOSE: This study attempts to examine the impact of respiratory muscle exercises on the respiratory function and quality of sleep among stroke patients. METHODS: A total of 20 stroke patients were randomly divided into a breathing-exercise training group(n=10) and a breathing-device-training group(n=10). Changes in pulmonary function, as well as the quality, were measured before and after the intervention. The breathing exercise was performed three times a week for a total of eight weeks. Breathing-device exercises made use of a lung-capacity-strengthening device and were performed for three times a week for eight weeks. One Flow FVC was used as a measurement tool for the pulmonary function test. The Pittsburgh Sleep Quality Index(PSQI) and a sleep measurement tool were used for sleep evaluation. RESULTS: In a comparison of changes in pulmonary function before and after the training, the breathing-exercise group and the breathing-device-training group showed a significant difference. In changes of sleeping measure and PSQI, the breathing-exercise group and the breathing-device-training group also showed significant differences. CONCLUSION: Diverse index analyses confirmed that breathing exercises and exercises using a lung-capacity-strengthening device, were effective in improving respiratory function and quality of sleep among stroke patients experiencing respiratory function disorders and sleep disorders.

• Proceedings of the Korean Society of Machine Tool Engineers Conference
• /
• 2004.10a
• /
• pp.3-9
• /
• 2004

The machining parts must be produced within the specification of drawing and those will be able to meet function and efficiency. At that time. it is necessary not only precision machine or machining technique but also the measurement technique is very important. So. the improvement of precise measurement technique is to be joined together at once with improvement of product technique. Finally. he quality and value of the parts are decided by precision measurement. This paper aims to study on he measurement uncertainty when the machined parts are inspected with 3-dimensional coordinate measuring machine. The objectives are to remove an error of measurement and to improve quality and productivity of the mass products.

• Journal of Information Technology Applications and Management
• /
• v.12 no.3
• /
• pp.111-128
• /
• 2005

This paper examines the validity of the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure Ire IS customers' expectations and perceived quality of the services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. This on-going research so far, has been applied to six (6) different organizations that have received IT consulting services over the past years. From the preliminary data collected, the correlation and the factor analyses were conducted to understand the underlying concept and refinement of the measurement tool. Although the correlation analysis showed a little tendency of collinearity among some of the variables, all showed sound relationship of the proposed hypotheses. The exploratory factor analytic approach was chosen because it does not set any priori constraints on the estimation of components or the number of components to be extracted. The number of different factor solutions was extracted and tested to see which solution represents better grouping of the variables. The Crombach's Alpha was computed on different combinations of the factor solutions to ensure validity. The results show 8-dimensional IT consulting SERVQUAL measures which they are, assurance, knowledge & skill, customer relationship, support, empathy, process management, expertise, and education, seem more appropriate than the originally proposed 6 dimensions. The study approach was non-experimental cross-sectional research design. The longitudinal design of follow-up studies to periodically revise and refine current measure is strongly recommended for fine tuning of the tool.

• Transactions of the Korean Society of Mechanical Engineers A
• /
• v.28 no.6
• /
• pp.867-875
• /
• 2004

In order to inspect burr geometry and hole quality in micro-drilling processes, a cost-effective method using an image processing and shape from focus (SFF) methods on the machine tool is proposed. A CCD camera with a zoom lens and a novel illumination unit is used in this paper. Since the on-machine vision unit is incorporated with the CNC function of the machine tool, direct measurement and condition monitoring of micro-drilling processes are conducted between drilling processes on the machine tool. Stainless steel and hardened tool steel are used as specimens, as well as twist drills made of carbide are used in experiments. Validity of the developed system is confirmed through experiments.

• Proceedings of the Korean Society of Machine Tool Engineers Conference
• /
• 2001.04a
• /
• pp.119-124
• /
• 2001

In this study, a vision system with image processing method have been introduced to find the edge radius of curvature. It was applied to inspect the edge quality of the deburring process product with brush grinding. Size of data was found to be critical in calculating the radius of curvature. Results using laser measurement system were compared.

• Transactions of the Korean Society of Machine Tool Engineers
• /
• v.14 no.2
• /
• pp.55-61
• /
• 2005

The machining Parts must be Produced within the specification of drawing and those will be able to meet faction and efficiency. At that time, it is very important not only precision machine and machining technique but also the measurement technique. So, the improvement of measurement technique is to be joined together at once with improvement of machining technique. Finally, the quality and value of the parts are decided by precision measurement. This paper aims to study on the measurement uncertainty when the machined parts are inspected with 3-dimensional coordinate measuring machine. The objectives remove an error of measurement and remove a quality of mass products.

• Journal of Engineering Education Research
• /
• v.15 no.6
• /
• pp.98-102
• /
• 2012

This paper diagnose subjects and measures the learning ability of students based on the goal of developing an assessment tool for education productivity based on multi-aspect evaluation conducted by ICEE at Honam University. Furthermore, develop an assessment tool for education productivity that provides a motive to bring detailed improvements in teaching methods through the diagnosis. In addition, a method for compensating the issues and improving the quality of subject is suggested to develop learning ability of students through applying the assessment tool. An integrated operated system of CQI is desired to be built along with quality improvement of education through measuring academic quality by studying the methods for enhancing academic and learning ability achievement from analysis of the curriculum provided in the "ABEEK program". Through this study the current state of education productivity is presented through analyzing the difference between students who participated in the "ABEEK program" and who did not participate, and operating a comparison between the student's comprehension on their majors and liberal arts by the multi-aspect evaluation that has been conducted for 2 years.