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외식프랜차이즈 가맹점의 불만족 결정요인 -Revised IPA를 중심으로-
유동근 ( Dong Keun Yoo ),주미자 ( Mi Ja Ju ),김민성 ( Min Seong Kim ),이용기 ( Yong Ki Lee ) 한국고객만족경영학회 2013 고객만족경영연구 Vol.15 No.4
중요도-성과분석(Importance-Performance Analysis; IPA)은 고객만족의 관리를 위한 방안을 도출하기 위한 분석방법으로 널리 사용되어왔다. IPA는 품질속성의 중요도와 속성성과를 기반으로 한 2차원 격자로 표현된다. 이러한 2차원의 상호작용에 따라 고객만족 관리에 대한 전략이 수립될 수 있다. 이론적, 실무적 연구들에 의하면, 속성단계 성과와 전반적 만족의 관계는 비대칭적으로 나타났다. 이러한 결과들은 전통적인 중요도-성과분석 적용에 대한 의구심을 제시한다. 따라서 본 연구에서는 수정된 IPA(Revised Importance-Performance Analysis; ReIPA)를 통해 외식 프랜차이즈 가맹본부에 대한 가맹점의 불만족에 대한 실증적 연구를 실시하고자 한다. 더미변수를 활용한 회귀분석을 실시한 결과, 속성단계 성과와 가맹점의 전반적 만족 간의 비대칭적 관계가 확인되었다. 이러한 결과는 전통적인 IPA의 결과와 상이하게 나타났으며, 수정된 IPA 결과에 대한 실무적 시사점이 외식프랜차이즈 가맹점의 불만족 결정요인에 대한 연구에서 제시되었다. The importance-performance analysis (IPA) is a widely used analytical technique that yields prescriptions for the management of customer satisfaction. IPA is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, strategies for satisfaction management can be derived. As theoretical and empirical work has shown, the relationship between attribute-level performance and overall satisfaction is asymmetric. These findings call into question the applicability of IPA. In this paper, an empirical study on franchisor dissatisfaction with a franchisee in the foodservice industry was undertaken through revised IPA. Using a regression analysis with dummy variables, the asymmetric relationship between attribute-level performance and overall franchisor dissatisfaction could be confirmed. Furthermore, it is shown empirically that the managerial implications derived from an IPA are misleading. Consequently, the traditional IPA needs to be revised.
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환기정도에 따른 수술실용 신발 종류가 수술실 오염에 미치는 영향 : How to Choose Suitable Shoes?
남경동,정혜선,박영신,원진희,주미자,성화신,이지혜,이병희,조경숙,배재춘 한국의료QA학회 2000 한국의료질향상학회지 Vol.7 No.1
Background : Various types of protective footwear have been used to minimize bacterial contamination in operating rooms. In recent years, debate has arisen concerning the need for use of such protective footwear. This study was designed to provide useful data about choosing shoes most suitable for the surgical environment. Methods : Between November, 1999 and January, 2000, we performed this experimental study by comparing effect of three types of shoes (i.e., disposable shoescover, operating room-restricted shoes, and ordinary shoes) on bacterial contamination of operating rooms equipped with two different ventilation systems (i.e., high air-change, low air-change) respectively. Data were collected during two-hour sham operations in which subjects and their activities were strictly standardized. Bacterial flora were sampled from the study area floor and air colony-counts were measured. Results : In experiments involving high air-change ventilation system, there was a significant difference of floor contamination between three types of shoes, but no difference of air contamination. Under low air-change system, there was a significant difference of both floor and air contamination between three types of shoes. Conclusion : The results show that protective footwear would be unnecessary in the operating room with high air-change ventilation system, but it is important to choose suitable shoes carefully under low air-change system. Therefore, the use of outdoor shoes can be considered under high air-change system, but it would seem sensible to apply their first use in less bloody operations at the day surgery center or out-patient department to prevent transfer of body fluid into the outside environment.
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