Cyber Mall Service 품질 개선을 위한 QFD 적용 연구

방환복 ( Whan Bog Bang ),김성주 ( Seong Ju Kim ),김창은 ( Chang Eun Kim ) 한국인터넷비즈니스학회 2005 인터넷비지니스연구 Vol.6 No.2

기업의 활동이 복잡해지고 경쟁이 치열해지면서 고객의 요구가 무엇인지 파악하려는 노력이 더욱 가속화되어 원류단계에서 고객의 요구사항을 기술적인 요구로 전환하는데 유용한 기법인 품질기능전개(QFD: Quality Functional Deployment)가 사용되고 있다. 한편 오늘날 정보기술 발달로 인터넷 사용자의 증가와 함께 상품과 서비스를 구매하기 위한 인터넷의 사용은 놀라운 잠재력을 보유하고 있으며 국내 전자상거래의 B2C 규모는 급속히 팽창하고 있다. 그러나 고객 서비스는 효과적이지도 효율적이지도 않으며 사이버 몰의 난립과 수입확보에 많은 문제점이 노출되고 있다. 이는 상품과 서비스를 구매하기 위한 인터넷의 사용이 놀라운 잠재력을 보유함에 따라 서비스 품질 개선에 대한 고객의 요구가 더욱 커지고 있는 것이다. 본 논문에서는 고객의 요구사항을 정확히 파악하고 이를 서비스 설계에 충분히 반영하여 체계적인 서비스 제공이 이루어지도록 하기 위해 QFD를 이용하여 서비스 품질요인을 도출하고 이를 통해 사이버 몰의 경쟁력을 강화하기 위한 방안을 제시하고자 한다. As the factory activities becoming more complex and the competition becoming hotter the effort for grasping the customer requirement becomes more rapid. The useful technique of QFD(Quality Functional Deployment) goes on stage that to turn the customer requirement into technique requirement from the beginning. Meanwhile, with the development of today`s information technique and the increase of internet user quantity, the B2C scale of E-business begins to expand fast cause of its amazing potentiality for Internet purchasing and service. But the customer service becomes more ineffectively and more inefficiently, also more and more problems come out during more cyber malls` founding. Therefore, the requirement of well using the amazing potentiality of Internet purchasing and service, improving the service quality of customer requirement is becoming larger and larger. For accurately grasping the customer`s requirement, sufficiently reflecting service design and supplying the system service, this paper presents the way of using QFD to get the service quality factors and presents the plan for strengthening the cyber mall`s competition.

초등학생의 태권도 수련참여와 수련만족 및 사회적응력

양통일 ( Tong Il Yang ),방환복 ( Whan Bog Bang ),양현석 ( Hyun Suk Yang ) 대한무도학회 2011 대한무도학회지 Vol.13 No.3

이 연구는 초등학교 태권도 수련생들을 대상으로 수련만족이 사회적응력에 어떠한 영향을 미치는가를 규명하여 사회적응력 향상을 위한 수련프로그램 및 수련환경의 개선, 올바른 수련문화 형성과 학문적 토대를 마련하는데 의미를 두고 있다. 이를 위해 서울 및 경기지역에 소재한 태권도장 7곳의 수련생을 대상으로 편의표본 추출법(Convenience sampling)을 사용하여 초등학교 3학년에서 6학년까지의 수련생 319명을 연구대상으로 선정하고 분석하였다. 분석방법은 연구목적에 따라 SPSS Windows V15.0 프로그램을 이용하여 빈도분석 (Frequency analysis), 탐색적 요인분석(Exploratory factor analysis), 신뢰도 분석(reliability analysis)을 실시하였다. 연구문제를 규명하기 위하여 일원변량분산분석(One-way ANOVA)과 Scheffe의 방법으로 사후검증(Post hoc tests)을 실시하고, 피어슨의 상관계수(Pearson correlation coefficient)를 이용한 상관관계분석(Correlation analysis) 표준방식의 다중회귀분석(Multiple regression analysis)을 실시하여 다음과 같은 결과를 얻었다. 수련참여에 따라 수련만족 및 사회적응력에는 차이가 나타났다. 수련참여기간에 따라 심리적 만족과 사회적 만족, 대인관계에서 차이가 나타났으며, 수련빈도에 따라 신체적 만족에, 수련강도에 따라 심리적만족, 신체적 만족, 사회적 만족, 대인관계, 적응성, 책임성 요인에서 각각 통계적으로 유의한 차이가 표출되었다. 또한 대인관계에서는 심리적 만족(β=.230, p<.01)과 신체적 만족(β=.171, p>.05)이, 적응성에는 신체적 만족(β=.316, p<.001), 충동성은 심리적 만족(β=.245, p<.01)과 신체적 만족(β=.177, p<.05), 책임성은 신체적 만족(β=.273, p<.001)이 통계적으로 유의한 영향을 미쳤으며 모형들의 설명력은 10%~14%까지 나타났다. This research examines that elementary schoolchild`s satisfaction of Taekwondo training can affect to adaptedness. So, this research focuses on improving training program and condition to enhance adaptedness and forming groundwork to make proper culture of training. We selected 319 objects which are students in 3rd to 6th year of elementary school on 7 Taekwondo studios in Seoul and Kyongki Province and used Convenience sampling. We used Frequency analysis, Exploratory factor analysis and Reliability analysis according to purpose of the research with SPSS Windows V15.0 Program. To examine this report, we did One-way ANOVA, Post hoc tests of Scheffe`s way, Correlation analysis by using Pearson correlation coefficient and Multiple regression analysis. As a result, it shows difference in satisfaction of training and adaptedness according to participation of the training. It shows statistically meaningful difference in mental satisfaction, social satisfaction and personal relationship according to period of training and physical satisfaction according to frequency of training. There is also statistically meaningful difference in mental satisfaction, physical satisfaction, social satisfaction, personal relationship, adaptedness and responsibility according to strength of training. There are effects of mental satisfaction (β=.230, p<.01) and physical satisfaction (β=.171, p>.05) in personal relationship, physical satisfaction (β=.316, p<.001) in adaptedness, mental satisfaction (β=.245, p<.01) and physical satisfaction (β=.177, p<.05) in impulsiveness, and physical satisfaction (β=.273, p<.001) in responsibility. This research models` ratio of Multiple regression analysis is from 10% to 14%.

청소년들의 이종격투기에 대한 미디어 시청동기가 시청태도와 행동에 미치는 영향

공성배(Seong Bae Kong),성낙훈(Nak Hun Seong),배상일(Sang Il Bae),방환복(Whan Bog Bang),이원희(Won Hi Lee) 한국사회체육학회 2007 한국사회체육학회지 Vol.0 No.31

The purpose of this study is to investigate the effects of teenagers` viewing motivation of the mixed martial arts program on viewing attitude and viewing behavior. For this study, teenagers who have seen the mixed martial arts program in Sung-nam and Young-in City were selected as the population. Then, 336 teenagers chosen by systematic stratified cluster random sampling were analyzed. Exploratory Factor Analysis, Reliability Analysis and Multiple Regression were conducted by SPSS Window 12.0. The results were as follows:First, there were statistically significant differences in viewing attitude and viewing behavior according to the gender. Second, there were no statistically significant differences in viewing attitude and viewing behavior according to the school years. Third, there were statistically significant differences in viewing attitude and viewing behavior according to the viewing time. Fourth, there were statistically significant differences in viewing attitude and viewing behavior according to the viewing period. Fifth, it was found that viewing motivation significantly influences viewing attitude and explains 69.2%(R2=.268) of the variance. Vicarious satisfaction, entertainment pursuit motivation, time consuming motivation, and social exchange motivation which are subordinate constructs of viewing motivation have significantly a positive effect on viewing attitude in the order. Sixth, it was found that viewing motivation significantly influences viewing behavior and explains 69.3%(R2=.268) of the variance. Time consuming motivation, entertainment pursuit motivation, vicarious satisfaction, and social exchange motivation which are subordinate constructs of viewing motivation have significantly a positive effect on viewing behavior in the order. However, information pursuit motivation have significantly a negative effect on viewing behavior.

무도(武道)산업 현황 분석을 통한 발전방향 모색

김종필 ( Jong Pil Kim ),최종균 ( Jong Kyun Choi ),방환복 ( Whan Bog Bang ),김경범 ( Gyeong Beom Kim ),임성욱 ( Sung Uk Lim ) 대한무도학회 2009 대한무도학회지 Vol.11 No.1

이 연구에서는 국내 무도산업의 현황과 문제점 및 무도산업에 관련된 환경적 요인을 분석하기 위하여 문헌연구 방법을 이용하여, 국내 무도산업의 활성화와 경쟁력확보를 위한 구체적인 발전 방안을 제시하였다. 이 연구에서 제시한 연구방법을 토대로 다음과 같은 연구 결과를 도출하였다. 첫째, 무도시설 신고의 기준과 법인설립 기준을 강화해나가고, 운영자는 다양한 연령층과 수요자의 욕구에 부응한 프로그램 개발과 경영 마인드 전환이 요구된다. 둘째, 무도용품업의 발전을 위해서는 2008년에 공고되고 2009년부터 실시되는 "스포츠용품 해외시장 진출 컨설팅 및 마케팅 지원사업"이 지속적이고 장기적으로 정착되어져야 한다. 또한 무도 친화용품 R&D 전략을 세우고, 무도산업진흥원 산하의 무도용품산업화지원센터를 설립하여 판로 및 수출, 디자인 개발 및 제품개발, 인력 및 교육지원, 창업활성화, 상담 및 컨설팅 지원, 산학연 협력구축 등의 다양한 지원정책으로 그 범위를 확대시켜 나아야 한다. 셋째, 한국의 무도문화를 전 세계에 알리기 위한 무도외교 인력과, 재정확립을 위한 무도전문마케터 육성에 주안점을 두어야 한다. 또한 범세계적으로 무도의 가치를 배가시킬 수 있는 미디어와 정보망 구축을 위한 국가차원의 지원정책과 학계의 지속적인 연구 수행은 물론, 각종 경기와 축제를 전문기획을 통하여 컨텐츠 발굴과 재정확보의 모델을 개발해야 한다. 넷째, 태권도진흥 및 태권도공원 건립에 관한 법률, 전통무예진흥법 등을 기반으로 한 국내 무도산업 발전의 발판을 구축하게 됨에 따라서 세계적 무술종합테마파크를 조성하고 무도문화의 정착에 이바지해야 한다. 다섯째, 국제적 무도연맹체인 세계무술연맹을 통하여 세계 각국의 무도에 문화유산의 가치를 부여하고, 국가간의 원활한 교류를 통한 국제적인 무도산업 활성화를 도모하여야 한다. In this study, the researcher has proposed a specific development plan for activation of local martial arts industry, and also for securing its competitiveness, having analyzed current status and problems of the local martial arts industry and environmental factors thereof. Based on the research methods described in this paper, the author elicited the research results as follows: First, it is required to keep reinforcing the standards of the reports on martial arts facilities and of incorporation, and also the persons occupying managerial positions are needed to develop programs that would meet the demands of varied age groups and the needs for the users. Second, it is required to establish research and development strategies for martial art-friendly goods, and to expand its range of business along with diverse supportive strategies, which would include market and export, developments of design and products, human resource and education supports, rejuvenation of business startup, consultation and consulting supports, building cooperative relationships between industry and academic and research, by establishing the Martial Arts Goods Industrialization Center under the Martial Arts Industry Promotion Agency. Third, the main point ought to be training human resources in so much as to make them enable to promote Korean Martial Arts to the whole world as well as expert marketers specializing in martial arts for the purpose of establishment of financial autonomy. In addition, it shall be required to enforce supportive policy at the government level in order to build up media and information network so much as to double the value of the martial arts in global aspect, and, at the same time, it is needed to create contents of the events and develop models for securing financial autonomy through professional planning by making best use of various games and festivals. Fourth, since a foundation for further development of local martial arts industry was established on the basis of the acts on Taekwondo promotion and establishment of Taekwondo Park, as well as traditional martial arts promotion act, etc., we ought to construct a world-class general martial arts theme park, and also to exert our utmost effort to contribute to settlement of martial arts culture. Fifth, it is required to afford the values of cultural assets to the martial arts of each country in the world through World Martial Arts Union, which is the international entity for martial arts union, and to promote activation of international martial arts industry through smooth exchanges between the countries.

인터넷 쇼핑몰 서비스품질이 고객만족도와 행동의도에 미치는 영향 : 대학생을 중심으로 Focusing on the University Student

방환복,오세용,김창은 한국인터넷비즈니스학회 2003 인터넷비지니스연구 Vol.4 No.2

최근 전자상거래의 급격한 발달과 함께 인터넷이란 가상공간을 통하여 각종 서비스 및 상품을 판매하는 인터넷쇼핑몰이 등장하면서 고객은 자신이 원하는 시간에 다양한 서비스와 상품을 구입할 수 있게 되었고, 기업은 인적, 물리적 공간 자원의 감축으로 효율적 경영, 무한한 제품 전시공간, 전세계로 소비자 확대용이, 중간물류 및 유통단계 생략, 효율적 마케팅, 고객의 소비성향 파악이 보다 쉽게 되는 등의 장점은 오프라인의 한계를 극복하게 해주었다. 하지만 급격한 발달로 인해 인터넷 쇼핑몰의 이론적 장점과 이로 인한 외형적 성장과 달리 몇몇 업체를 제외하고 그리 발전적이지 구조를 지니지 못하고 있다. 이에 대한 원인은 여러 가지가 있겠지만, 인터넷 쇼핑몰의 직접적인 대상인 소비자 분석과 소비자가 판단하는 기업에 대한 서비스 품질, 고객만족 등을 정확하게 파악하지 못하는 것에도 원인이 있다고 본다. 따라서 본 연구는 선행연구와는 다르게 인터넷 쇼핑몰 이용도가 높은 20대, 대학생들만을 대상으로 자신이 주로 이용하는 인터넷 쇼핑몰의 고객만족, 서비스품질, 행동의도 등을 조사하고 서비스품질이 고객만족에, 고객만족이 행동의도에 어떻게 영향을 미치는지를 분석한 결과 서비스품질 하위 요인인 유형성, 신뢰성, 공감성은 고객만족에 영향을 미치고 있었으며, 고객만족은 구매행동(재구매 의도, 구전 의도)에 영향을 미치는 것으로 나타났다. 따라서 본 연구는 인터넷쇼핑몰 운영의 혁신적인 마케팅 기법을 창출하고 소비자의 만족도 제고를 위한 각종 교육 및 정책프로그램을 마련하는 이론적 자료를 제시하고자 하였다. With the rapid development of e-commerce and application of cyber space, many kinds of services and goods start to be supplied in internet. The consumer can get the services and goods he wants at any time. At the same time, the efficiency of management is higher by deduction of manpower, space resources, and infinite exhibition stage attracts the people all over the world, also supply chain is shorter, circulation stage is dismissed, the deduction of buying tendency is easier to find andoffline limitation is overcame. However, for most companies the rapid development leads to the internal development of structure can not support the external expansion except few corporations. There are so many reasons about it, but without doing consumer analysis, service quality, and consumer satisfaction which consumer used to evaluate the producer is the reason included. Different from previous study, this paper focuses on the research of university student in their twenties about their internet shopping consumer satisfaction, service quality, performance intention etc., analyzes the effect of service quality and consumer satisfaction performance intention by doing analysis of quality factor about reliability, empathy, satisfactory purchase performance(latent-purchase intention, before-purchase intention). This study develops innovative marketing method to help you manage of internet shopping and some kinds of education and policy training program supplied to help improve customer satisfactory standards.

체육학부 대학생들의 의식실태에 대한 연구

방환복,박장근 명지대학교 대학원 1999 대학원논문집 Vol.3 No.-

The purpose of this study was to investigate the consciousness for freshmen in the division of physical education, leisure and sport studies at Myongji university. The subjects of this study were 89 freshman(71 male 18 female) during the spring semester, 1998. The results of this study indicated as followings. 1) Reasons for applying to this university; "Inducements of people whom I know"(36.8%), "good prospects"(32.2%). 2) Purposes of entering the university; "pursuit of learning"(30.2%), "preparing for a future profession"(30.2%). 3) Expectations from college education; "efficiency of teaching and learning in the class'(36.8%). 4) Desirable professors in college; professors who are able to understand and communicate well with students"(71.9%). 5) Understanding the division of physical education, leisure and sport studies; "unknown"(31.8%), "entirely unknown"(5.7%). 6) Reasons for applying to the division of physical education and leisure and sport studies; "because of aptitude"(45.5%). 7) How to know the division; "elderly friends"(36.4%). 8) Time of decision for college major; "before highschool"(34.5%). 9) Time of decision for the division of physical education and leisure and sport studies at myongji university; "during the last semester at high school"(50.5%).

북한산 국립공원 등산객의 이용만족도에 관한 연구

박장근,방환복 한국레크리에이션 교육학회 1999 한국여가학회지 Vol.1 No.1

The purpose of this study was to offer the fundamental materials to activate mountaineering the National Park mountains and to improve the Pukansan National Park system through analyzing satisfaction grade of the climbers using the Pukansan. Before the real survey of this study, the satisfaction grades were summarized six factors these were most interested in types and ages of mountaineers. They were constituted of number and location of the facilities, facilities management, public relationship, system, and the staff. The independent variables were the social economic characteristics: gender, age, occupation. And the dependent variables were six satisfaction grades: number and location of the facilities, facilities management, public relationship system, and the staff. After data analyzed, the 300 objects were investigated in the Pukansansong course, Daenammun course and Uidong course through the optimally prepared questionnaire. Frequency analysis and One Way ANOVA were used for data analyzing. Through the above methods, the difference between the groups classified by socialeconomic characteristics and mountaineering-form characteristics were followed; 1. The facilities management was the most high satisfaction grades of all mountaineers, and after that, system, staff, facilities location, location, public relationship and facilities number were listed. The facilities managiment, system, staff, facilities location were 3 grade(So-so), the public relationship and facilities number were close 2 grade (dissatisfied), low satisfaction grade. 2. The mountaineer's satisfaction grade according to the social·economic characteristics; (1) The satisfaction about facilities number showed the difference among the groups classified according to gender, age, occupation. (2) The satisfaction about facilities location showed the difference among the groups classified according to age, occupation (3) The satisfaction about facilities management showed the difference among the groups classified according to gender, age, occupation. (4) The satisfaction about public relationship showed the difference among the groups classified according to occupation. (5) The satisfaction about the system showed the difference among the groups classified according to occupation. (6) The satisfaction about the staff showed the difference among the groups classified according to occupation.