http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
공정능력지수를 활용한 서비스품질일관성지수(SQCI) 개발에 관한 연구
송광석(Gwangsuk Song),김영태(Youngtae Kim),유한주(Hanjoo Yoo) 한국산업경영시스템학회 2008 한국산업경영시스템학회 학술대회 Vol.2008 No.하계
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. Although process capability indices (PCI) are widely used to measure the capability of the manufacturing industry, SQCI can also be applied to the PCI. As a result, SQCI provides a robust way to measure the service quality consistency and compare the PCI and defect rate
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).
서비스 기업의 고객지향적 품질분임조 활동이 기업성과에 미치는 영향에 관한 연구
송광석 ( Song Gwangsuk ) 한국품질경영학회 2017 품질경영학회지 Vol.45 No.4
Purpose: The paper analyzes empirically the causal relationship between customer-oriented Quality circle activities and Business Performance for Korean service firms. We compare the operational characteristic behavior of the service firms and business performance. Methods: In this study, we used 3 variables, QC activities, Employee commitment and business performance. Especially, Service SME’s QC Circle activities were analyzed in related with growth of company on the basis activities such as Leadership(team), improvement activity, Organizational learning, customer-focus activity and employee suggestion. Results: The result of analysis showed that employee commitment affected significantly on financial performance and non-financial performance and in turn, improvement activities, Organizational learning and customer- focus activity affected significantly on business performance (financial and non-financial). Conclusion: In the summary of the characteristics of this study based on the research results, first, segmenting the QCC activities in the service business into 5 elements can be considered to be differentiated from the existing researches in the aspect of utilizing the organization's objective-oriented variables differently from the researches utilized the variables related personal characteristics. Second, this study suggested the recent research results that suggested the problems of the QCC clearly, through which what new QC story approach was suggested has working level value in the aspect of activating the service QCC.
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.
프랜차이즈 가맹본부의 성과공유활동이 가맹점의 관계몰입, 신뢰 및 지속거래의도에 미치는 영향
송광석(Song, Gwangsuk),이완석(Lee, Wansuk),유한주(Yoo, Hanjoo) 한국서비스경영학회 2016 서비스경영학회지 Vol.17 No.5
This study analyzed effects of franchisor Performance Sharing Activities in domestic franchise industry on relationship commitment, trust, and continuous transaction intentions of franchisees. Regarding samples having been used in analyses, a survey was carried out by objecting 128 franchisees belonged to franchise 4 business categories (pizza, coffee, chicken, others). As measurement variables in research model, performance sharing activities of franchisor, affective commitment, and continuous transaction intentions corresponded to relationship variable and performance variable of trust were utilized. In relation with analytical methods, this study used structural equation model to analyze effecting relevance of performance sharing activities on relationship variable(commitment/trust) and continuous transaction intentions. As a result of having analyzed the fitness of CFA and research model prior to hypotheses testing, it turned out to be stable levels generally. If summarizing analytical results, a fact was confirmed that performance sharing activities of franchisor affected influences to affective commitment and continuance commitment of franchisees all together, but did not affect influences to trust of franchisees. Also, trust of franchisees proved to affect strong influences to continuous transaction intentions which corresponded to performances of franchise business. However, commitment was displayed as not affecting influences to continuous transaction intentions. That is, causal relationship appeared such like performance sharing activities were connected to commitment and then commitment to trust.