• 경영과학
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• 제23권2호
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• pp.93-107
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• 2006

This paper attempts to improve the typical DEA model that is often used as a performance evaluation method for service firms. The after-sales service system in a Korean electronic company is chosen as a sample case. The performance evaluation method currently practiced in the firm was reviewed and some critical issues of the current method were discussed. DEA model would be considered a solution for solving those Issues. However, typical DEA models has various drawbacks in determining the weights over evaluation criteria. Proposed is the priority-constrained DEA model that accommodates the strategic Importance of each evaluation criterion. The results of the proposed model are compared with those of typical DEA models. It is shown that the priority-constrained DEA model is superior to the others in terms of evaluation quality.

• 산업경영시스템학회지
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• 제27권1호
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• pp.57-63
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• 2004

Evaluating a project is one of the key activities in managing projects, and thus it should be implemented as a part of the entire project management system. However, currently deployed systems suffer from deficiencies such as the lack of supporting distributed environment and integrity problems. Web service technology, which enables applications to work inter-operatively under a distributed computing environment, is said to solve such problems. In this paper, the web service technology is applied to evaluation management systems. The process of evaluation is designed based on the web service, data is modeled and a pilot system is implemented to test the feasibility of the technology to the domain of project evaluation.

• 한국항공운항학회지
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• 제24권3호
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• pp.69-79
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• 2016

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

• 한국전자거래학회지
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• 제12권2호
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• pp.155-194
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• 2007

본 연구의 목적은 최근 급속히 확산되고 있는 유비쿼터스 컴퓨팅 관련 기술 개발의 기준이 되고 있는 UCT(Ubiquitous Computing Technology)기반 서비스 시나리오의 실질적인 구현 가능성을 종합적으로 평가하는 다면평가방법론을 제안하는 것이다. 다면평가는 제안된 UCT기반 서비스 시나리오에 대하여 기술성, 사업성, 수용성의 3차원으로 평가하여 개별 시나리오의 구현 가능성 및 타당성에 대한 종합적인 평가를 가능하게 해주는 평가방법론이다. 이것은 기존 UCT기반 서비스 시나리오 관련 평가방법론의 부재를 극복하기 위해 제안되었다. 또한 기존에 제안된 기술가치 평가, 재무적 평가(ROI, ROA 등) 등 현재 구현되지 않는 UCT기반 서비스 시나리오의 특성상 도출 불가능 하거나 그 의미를 부여하기 어려운 파라미터를 이용하는 평가 방법의 한계를 극복하기 위해 제안되었다. 따라서 이는 다양한 분야에서 제안되는 UCT기반 서비스 관련 시나리오에 대한 실현 가능성을 포괄적으로 평가하여 해당 시나리오에 기반한 기술 개발에 대한 타당성과 개발 우선순위를 결정하는 평가 도구로 활용 가능할 것이다.

• 산업경영시스템학회지
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• 제23권60호
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• pp.83-89
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• 2000

As customer's needs change rapidly in recent days, the evaluation scale about service quality is changing against the variation of the customer's needs. It is fact that the need of change which established evaluation ways about service quality rise more and more. 6-Sigma activity, called "most innovative management strategy in 20th Century", have many problems apply to service company. The important one between these problems is the problem about Critical To Quality(CTQ) Selection caused from the absence of more precise evaluation system. The objective of this study is the development of methodology for CTQ selection coincide to service company. It is the basic logic that the way to regard MOT mainly effects about total customer satisfaction index(CSI) as CTQ, after the development of the evaluation system based on MOT with customers. Also, the study focused on the case of department store progress to exhibit the reasonableness of this logic.

• 대한교통학회지
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• 제12권4호
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• pp.5-19
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• 1994

The new concept of level of service for the airport system indicates that there must be strong stimulation to proceed with the current stereotyped service standards which are being criticised due to their being based on, either physical capacity/volume or temporal/spatial standards that directly incorporates the perception of passengers. Quantitative factors have been dealt with the main service measurements when evaluating level of service. However, the passenger's perception for the provision service at the airport system is definitely important consideration to assess level of service. To enhance the reliability of service level evaluation from the passenger's point of view, this study has adopted three main evaluation factors ; temporal/spatial factors as quantitative measurements and comfort and reasonable service factors as qualitative measurements. The multi-decision model was constructed using Fuzzy Set Theory and applied to a case study at Seoul Kimpo International Airport. Results are presented in terms of passenger satisfaction with a variety of different values.

• 보건의료산업학회지
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• 제7권4호
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• pp.33-47
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• 2013

The purpose of this study is to identify the important factors of education service quality and to develop the evaluation instrument in learning facilities for care workers. This study was processed as four steps. First, the important factors were confirmed through literature reviews and the expert board discussions. Second, the evaluation instrument was developed and validity & reliability of the instrument were checked by factor analysis and Cronbach's ${\alpha}$. Lastly, the instrument was rechecked by the expert board in language usages and importance of the items. The results indicated that the important quality factors were divided with infrastructure and service process. Especially, the process contained providing appropriate education information & counseling, providing appropriate contract & paying fees, keeping specified service principles and so on. The study instrument was developed with 28 items. This instrument will be helpful to improve the education service quality. Besides, the staffs must continuously try to improve and manage their education services using the results of this kind of evaluation instrument.

• 대한안전경영과학회지
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• 제6권2호
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• pp.127-139
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• 2004

Web-based services have fundamentally confidential problems due to characteristics of internet environment such as anonymity. These problems are serious obstacles to grow the web-based services. The security and confidence of web-based services rely on both service provider and users' opinion. But the former has difficulty in trusting the service provider and the latter takes too long time to propagete all users after converging their opinion. Therefore it is necessary to establish the objective and confidential evaluation and certification program for web-based service. In this paper, the internal and external web-based services evaluation and certification programs are compared and analyzed. The critical factors and evaluation methodology for secure and confidential web-based service are identified. Finally, this paper provides the improvement and strategy for web-based services evaluation and certification program.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2008년도 춘계학술대회 논문집
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• pp.1385-1395
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• 2008

The introduction of KTX(Korea Train Express) has brought an historic change to the overall transit system in Korea. Especially, the high-speed railway stations are expanding the scope as public transit centers. However, we cannot deny that the evaluation on the high-speed railway stations had not been performed successfully so far. The evaluation covers from the connectivity of the scope from door to the stations and the transfer service in the interior of stations. We developed the service evaluation indicators of transfer facilities in the high-speed railway stations. The indicators consist of level of service(LOS), the propriety of allocation, and the quality of information throughout the facilities in the centers. We examined the 7 stations in Korea and standardized the methodology of the evaluation process by applying the indicators. Also, the evaluation is performed easy for anyone to follow.

• 대한토목학회논문집
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• 제39권4호
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• pp.551-559
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• 2019

2000년대 이후 정부의 친환경 정책 및 경전철 도입 실패사례 등으로 인해 기존 경전철 대비 건설 및 운영비용이 저렴한 트램을 도입하기 위해 많은 지자체에서 노력하고 있다. 하지만 트램 도입 이후 운영단계에서 이용자의 편의성, 안전성, 쾌적성 등을 유지하고 증대할 수 있는 서비스 평가체계는 부재한 상황이며, 현재 철도사업자 또는 버스운송사업자에게 시행되고 있는 "대중교통운영자에 대한 경영 및 서비스평가"의 평가항목 및 평가방법을 적용하기에는 트램 특성이 반영되어 있지 않아 많은 문제가 발생할 것으로 판단된다. 본 연구는 트램 운영모델에 따른 운영 서비스 평가 기준을 개발하기 위해 민자도로와 여객자동차, 도시철도 및 철도사업자, 항공 부분에 시행 중인 운영서비스 평가 관련 사례를 검토하고, 운영서비스 평가항목 및 평가항목별 가중치, 평가기준을 제시하였다. 본 연구를 통해 향후 도입될 트램의 운영단계에서 운영서비스 확보 및 개선에 도움을 줄 수 있을 것으로 기대한다.