• 제목/요약/키워드: satisfaction with services

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AI 비서 서비스의 중요도와 만족도 분석 연구 (Importance and Satisfaction Analysis for AI Assistant Services)

  • 선영지;이중정;윤혜정
    • 한국IT서비스학회지
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    • 제20권4호
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    • pp.81-93
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    • 2021
  • In the era of artificial intelligence, the use of 'artificial intelligence-based services' has been diversified by combining various smart devices, big data, and voice recognition technology with artificial intelligence. From the perspective of IT services, these services are important technology that cause a paradigm shift from display-centered to voice-centered, and from passive to active IT-based services. This study seeks to find a solution to the current situation where AI assistant service is still in its beginning stage, despite having been ten years since its release and having a growing number of consumer touch points. Accordingly, we categorized the functions of AI assistant services and identified the degree of importance and satisfaction of services recognized by actual users. In order to define the 'ideal' services of AI assistant, seven experts from AI assistant-related industry have participated in the interview. Based on this result, we investigated the importance and satisfaction of services perceived by actual users of AI assistant services. As a result of IPA (Importance Performance Analysis). we find out which services are potentially 'keep', 'concentrate', 'low priority', or 'overkill' and provide various implications from the findings.

종합병원 의료서비스에 대한 소비자만족과 행위의도 (Consumer Satisfaction and Behavioral Intention for Medical Services)

  • 김미라;황덕순
    • 가정과삶의질연구
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    • 제24권4호
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    • pp.11-24
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    • 2006
  • The purpose of this study was to determine if expectation, performance, and disconfirmation are related to consumer satisfaction and behavioral intention. The major findings were as follows: First, among the four dimensions of the medical services, the level of consumer satisfaction was highest with 'doctors' and lowest with 'facilities' while the level of importance was highest with 'doctors' and lowest with 'medical systems' Second, ability to predict behavioral intention can best be improved with regression coefficient weights among the six measures of consumer satisfaction. Third, greater satisfaction was significantly associated with performance and disconfirmation while behavioral intention was significantly associated with expectations, performance, and discoufirmation.

도농복합지역 재가노인복지대상자의 서비스만족도 - 가정봉사원파견사업을 중심으로 - (Research into Satisfaction Level by Recipients of Welfare Service for Elderly People Living in a Mixed Urban and Rural Areas)

  • 문미승
    • 한국농촌간호학회지
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    • 제3권1호
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    • pp.44-52
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    • 2008
  • Purpose: This research was done to analyze factors influencing satisfaction level with welfare services by elderly people living in a mixed urban and rural area and to identify directions for improvement of service by examining characteristics of the recipients, type and content of services and the correlation between the level of satisfaction and related factors. Method: The 102 elderly people receiving services from 4 institutions in a mixed urban and rural area were selected. The results of the research include the following. Results: First general characteristics of the service-recipients, and the actual condition of the service; Second, correlation between satisfaction level of the recipients and their economic condition, health condition and activities of daily living; Third, analysis of level of satisfaction related to type of services, frequency, time required, desire of the recipients and their attitudes; Fourth, satisfaction and related factors were identified and used to identify possible problems and directions to improve service. Conclusion: The results suggest the following as ways to improve service and to increase the level of satisfaction 1) Individualization of services 2) Improvement in the way of selecting recipients 3) Reinforcement of special training courses for service providers.

다문화가족지원센터 이용자 만족도 척도 개발 (The Development of a Client Satisfaction Questionnaire on Multicultural Family Support Services)

  • 김경은;임정하;강복정;조은영
    • 아동학회지
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    • 제37권3호
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    • pp.95-110
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    • 2016
  • Objective: The purpose of this study was to develop and examine the psychometric properties of the Client Satisfaction Questionnaire on multicultural family support services. Methods: The Client Satisfaction Questionnaire was designed to address key elements of the client's satisfaction with the services (i.e., family education, gender equality education, human right education, and social integration education) provided for multicultural families. The nationwide data were collected from 5,335 clients who participated in family education, 4,582 clients who participated in gender equality education, 4,777 clients who participated in human right education, and 5,547 clients who participated in social integration education at the multicultural family support center. Results: In general, the psychometric properties of the Client Satisfaction Questionnaire were satisfactory. Specifically, social validity was supported by 13 professors and local multicultural service center professionals and construct validity was tested and confirmed using a series of exploratory and confirmatory factor analyses. The split-half reliability and internal consistency of the questionnaire were also highly acceptable. Conclusion: The sound psychometric properties of the Client Satisfaction Questionnaire indicates that the it can be a useful tool for evaluating client satisfaction with the services provided by multicultural family support centers.

메타버스 서비스 진정성 구성 요인과 효과에 관한 연구: 메타버스 교육 서비스를 중심으로 (The Factors and Effects of Metaverse Service Authenticity: Focusing on the Metaverse Education Service)

  • 최대봉;송상연;배준수
    • Journal of Information Technology Applications and Management
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    • 제30권6호
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    • pp.53-68
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    • 2023
  • Through the COVID-19 pandemic, the demand for non-face-to-face communication systems has surged, leading to an increased prevalence of virtual interactions across various domains, such as tasks, meetings, orders and deliveries, and even student education. Against this backdrop, interest in the metaverse platform has been on the rise, with metaverse services like Zepeto, Roblox, and Minecraft expanding beyond gaming to encompass educational fields as well. This study aims to identify authenticity factors influencing metaverse platform-based educational services and examine their impact. The authenticity components are defined as integrity, empathy, interactivity, presence, and uniqueness. The study investigates the effects of these authenticity components on both service value and service satisfaction. To achieve this, a survey involving 320 metaverse users was conducted, and the model was subjected to statistical validation. The findings of this research underscore that perceiving metaverse education services, still in the early stages of introduction, as authentic educational methods for learners positively influences satisfaction with the educational service.This study holds significance as it lays the theoretical groundwork for enhancing the authenticity of educational services in virtual space. It defines and proposes authenticity elements for customer satisfaction in metaverse educational services, which are still in their nascent stages. Moving forward, it is anticipated that various studies will be conducted to enhance the value of metaverse education services and achieve higher customer satisfaction as customer experiences evolve and deepen.

항공서비스요인이 고객만족과 고객애호도에 미치는 영향에 대한 전환비용의 조절적 효과 (Adjustable Influence of the Converting Cost in Customer Satisfaction and Customer Preference Affected by the Main Factors of Airline Services)

  • 정양미;이미혜
    • 한국항행학회논문지
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    • 제16권6호
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    • pp.1065-1079
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    • 2012
  • 본 연구에서는 항공고객이 항공사를 선택할 때 기준이 되는 항공서비스요인이 고객만족과 고객애호도에 미치는 영향에 대한 전환비용의 조절적 효과를 중심으로 검증과 규명에 목적을 두고 연구한다. 설문조사는 인천국제공항을 이용하여 국적항공사 이용고객을 모집단으로 하여 항공고객이 항공사를 선택할 때 기준이 되는 항공서비스요인이 고객만족과 고객애호도에 미치는 영향관계와 그리고 고객만족과 고객애호도간 전환비용의 조절적 영향에 대한 검증 자료수집에 목적을 두고 진행 되었으며 연구결과 첫째, 항공서비스는 고객만족에 유의한 영향을 미치는 것으로 나타났으며, 둘째, 항공서비스는 고객애호도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 항공서비스에 대한 고객만족과 고객애호도간에 전환비용은 연속비용, 학습비용에 조절적인 역할을 못하였고 매몰비용은 조절적 역할을 하는 것으로 나타났다.

일 대학병원의 가정간호서비스 내용 및 만족도 조사 (A Study on Home Care Service and the Level of Client Satisfaction)

  • 김영혜;박남희;김덕선;이화자;김정순
    • 가정∙방문간호학회지
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    • 제10권1호
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    • pp.73-84
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    • 2003
  • This study was done to examine the home care service provided by home care nurses and the level of client satisfaction. Data were collected from 110 clients who received the home care service at the P-hospital in Pusan from 23th April, 2001 to 30th November, 2002. The tool for measurement of satisfaction was composed of 16 items and was 4 score scale. Data was analyzed by using SPSS/WIN 10.5 program, the results of this study are summarized as follows; 1) 77.3% among 110 clients were over sixty years old. By the disease pattern. subjects were distributed into cancer(52.7%), cerebro-vascular disease(22.7%) and the others. 36.4% of clients were received home visits from 10 to 20 times by home care nurse. 2) The total number of home care services was 20,828. And most of the clients received the health education and training. 3) The mean score of satisfaction on provided home care services was $3.36\pm0.45$, out of 4. among 16 items. 'The home care nurses were kind enough' was highest ($3.59\pm0.49$), the total level of satisfaction of home care services was very high. with total mean score $53.84\pm7.16$. As mentioned above. the satisfaction level of home care services was very high. so we can except that the prospect of home care services is very challengeable. Therefore. we should try to expand the service recipients with promotional education to the home care clients under the cooperation with medical staff and make more efforts to develop the management system about clients' information. to improve the quality of the service, to assure close ties with the public health centers for the continuous home care service linking.

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The Impact of Healthcare Provider Characteristics in Telemedicine App Services

  • Won-jun LEE
    • 웰빙융합연구
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    • 제7권3호
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    • pp.43-53
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    • 2024
  • Purpose: his study aims to explore how healthcare provider service characteristics in telemedicine services, which have become more common since the pandemic, affect rapport formation and service satisfaction with healthcare providers. Research design, data and methodology: A group of actual telemedicine users underwent data collection and empirical analysis. After analyzing reliability and validity, hypotheses were tested using a structural equation model. Results: Key perceived attributes of healthcare providers in telemedicine services were identified as doctor effort, doctor listening, and doctor expertise. Each of these variables had a significant positive impact on trust in telemedicine. Moreover, these attributes significantly positively impacted rapport formation and user service satisfaction, which was mediated by trust. However, the direct impact of rapport formation on service satisfaction was not supported. Conclusions: The study's findings have academic and practical implications for expanding telemedicine services. As an initial empirical study on telemedicine services, it confirms the importance of trust and rapport formation even in non-face-to-face medical situations. In order to overcome the limitations of non-physical contact, telemedicine services should strive to develop UI/UX designs that are more interoperable and boost trust in service apps.

노인의 자아존중감과 변수들의 상대적 영향력 (The Self-esteem of the Elderly and Relative Influence of Variables)

  • 진연주
    • 가족자원경영과 정책
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    • 제14권4호
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    • pp.263-277
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    • 2010
  • The purpose of this study was to investigate levels of self-esteem and related variables among the elderly. The data is from the Korea Welfare Panel Study conducted in 2007. The data was gathered from 2077 elderly, over 65 years old, and was analyzed by Step multiple regression analysis. The major results were as follows. First, the overall level of self-esteem was in the middle range, with an average of 28.18 points. Second, self-esteem levels showed significant differences in terms of gender, age, education level, health, spouse, health insurance, job, monthly household expenses, national pension, assets, home ownership, satisfaction with spouse, satisfaction with leisure, satisfaction with social network, economic services, medical services, and other services. Finally, Model 1 showed meaningful influences from gender, age, education level, health, spouse, and health insurance. Model 2 showed meaningful influences from education level, health, spouse, health insurance, job, and national pension. Models 3 and 4 showed meaningful influences from education level, health, job, satisfaction of spouse, satisfaction with leisure, and satisfaction with social network. In other words, the factors that had the most significant impact on self-esteem were satisfaction.

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외식서비스에 대한 소비가치가 소비자만족에 미치는 영향: 중국 프랜차이즈 레스토랑 소비자경험을 중심으로 (Effect of Consumption Value of Restaurant Service on Consumer Satisfaction: Focusing on Consumer Experiences at a Chinese Franchise Restaurant)

  • 손완노;황혜선;홍지형
    • Human Ecology Research
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    • 제58권2호
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    • pp.177-186
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    • 2020
  • This study examined consumer experiences on consumption value for the restaurant service and the effect of consumption value on consumer satisfaction. Consumption value was composed of four values: functional, social, emotional, and epistemic. Participants consisted of 407 consumers who live in Shanghai and have experience eating at Haidilao restaurant. The results of this study suggested that the perceived consumption value of the restaurant service varies by the socio-demographic backgrounds of consumers. Consumer satisfaction is affected by the epistemic, emotional, and functional values of the restaurant service. The effect of epistemic value on consumer satisfaction with restaurant service was the highest among all consumption values followed by emotional and functional values. There was no significant effect of social value on consumer satisfaction. This study showed that consumers pursue various values in the restaurant services which had a greater influence on consumer satisfaction than the functional value related to the primary purpose of restaurant services. As the consumer experience diversifies along with the globalized food service industry, it is necessary to improve the consumer satisfaction of restaurant services by investigating what values and experiences consumers pursue. The results of this study contribute to a consumer-oriented service design of restaurants by illuminating consumers' experiences with consumption values that influence consumers' satisfaction with the overall restaurant service.