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서비스품질일관성지수의 개발 및 측정에 관한 연구 - 유통산업을 중심으로
송광석(Gwangsuk Song),유한주(Hanjoo Yoo) 한국생산관리학회 2008 한국생산관리학회지 Vol.19 No.3
서비스품질 측정에 있어 국내에서는 주로 KS-SQI, NCSI, KCSI 등이 많이 이용되고 있다. 본 연구는 기존의 평균값의 환산점수를 활용하는 서비스품질지수와는 달리서비스품질의 일관성 수준을 측정하는 새로운 지표인 서비스품질일관성지수(Service Quality Consistency Index, SQCI)에 관한 연구로 서비스품질일관성지수(SQCI)를 활용하여 경쟁관계에 있는 국내 유통업 4개 업태(백화점, 할인점, TV홈쇼핑, 인터넷 쇼핑몰)의 서비스품질 일관성 수준을 측정하고 관리적 시사점을 제시하고자 한다. 서비스품질일관성지수(SQCI)는 제조업의 프로세스의 역량을 평가하는데 널리 이용되는 공정능력지수를 응용하여 서비스품질의 일관성 수준을 나타낸 지수이다.<BR> 분석결과를 요약하면 (1) 서비스품질일관성지수(SQCI)는 다른 여러 공정능력지수와는 달리 불량률과 일치하며 극단적인 공정모수의 변화에 강건한 것으로 나타났으며 (2) KS-SQI와 서비스품질일관성지수(SQCI)는 약한 상관관계가 있는 것으로 나타났다. 특히 KS-SQI와 표준편차의 상관분석결과 유의한 상관관계가 없는 것으로 나타났지만 서비스품질일관성지수(SQCI)는 강한 음의 상관관계가 있는 것으로 나타났다. (3) 유통업 4개 업태의 서비스품질의 일관성분석결과 업태별 차이가 나타났다. Nowadays, many companies employ the KS-SQI, NCSI and KCSI methods to assess service quality. This study uses a different method to measure the service quality. Rather than using the usual method of converting the service quality index by mean value, the Service Quality Consistency Index (SQCI) is used to measure the service quality consistency level, which in turn can be used as the new service quality index. Process capability indices(PCI) are widely used to measure the capability of the manufacturing industry, SQCI can also be applied to the PCI.<BR> The empirical analysis has yielded these findings: (1) SQCI provides a robust way to measure the service quality consistency and compare the PCI and defect rate; (2) the characteristics of two service quality indexes using the correlation analysis KS-SQI and SQCI when compared to the characteristics of the new service quality index, SQCI, actually results in a reverse relationship of standard deviation that is a weak correlation of KS-SQI; (3) there is a difference between various retail industries (department stores, discount stores, TV home shopping, and internet shopping mall).
기상정보시스템 품질요인이 이용자 만족과 사업성과에 미치는 영향
송광석 ( Song Gwangsuk ),김규환 ( Kim Gyuwhan ),유한주 ( Yoo Hanjoo ) 한국품질경영학회 2017 품질경영학회지 Vol.45 No.1
Purpose: The purpose of this study is to suggest a key quality factor affecting user satisfaction based on quality attribute of weather information system and additionally, a managerial implication for activating weather information service market by analyzing causal relevance between weather information system and business performance. Methods: As its method, a causal relevance of quality factor of weather information system affecting satisfaction and business performance was analyzed by using structural equation model. An enterprise utilized in analysis sample performed a survey by targeting 186 distribution/logistics and general manufacturing company. Results: It was revealed that information, service quality of weather information system exerted a significant influence on user satisfaction and it did not take a significant influence on business performance in terms of quality of information, system and service. A significant relevance between user satisfaction and business performance was strong supported. Finally, it was revealed that utilization level of weather information system had a moderating effect on business performance. Conclusion: Domestic weather information system mainly focused on information utilization based weather information system and additional service level utilizing weather information is very low in practical terms. Therefore, in order to expand domestic weather related service market, systematic market expansion strategy of providing corporate customized service and case enlargement would be required.
이용자 기반 NDSL정보서비스품질측정(NDSLQUAL) 모형 개발 연구
송광석(Song, Kwang Suk),유한주(Yoo, Han Joo),김완종(Kim, Wan Jong),김종훈(Kim, Jong Hoon) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.1
Although it is necessary to analyze the user nature for the NDSL information service quality, there is currently lack of standardized measuring methods and instruments for evaluating these service quality. This study suggests the integrated model of measuring NDSL service quality. The NDSLQUAL model is conducting the online survey and offline pilot test by SEM. As a result, the score of the total service quality index has shown as 69.9. For searching theses, the score of the quality has shown as 70.5, searching patents as 71.4, and searching tendency as 71.0 for each service provided through NDSL. This research will help information service providers to utilize the strategic information for improving customer satisfaction and enhance the NDSL information service quality.