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Kano 모형에 기반한 항공서비스품질 분류와 잠재적 고객만족 개선 지수(PCSI Index)에 관한 연구
양정미(Jung Mee Yang),한상일(Sang Il Han) 한국호텔외식관광경영학회 2013 호텔경영학연구 Vol.22 No.6
This study aimed to investigate the allowable range of customer satisfaction and dissatisfaction level. To that end, we first classified the components of airline service quality into five elements based on Kano model (i.e., attractive quality, one-dimensional quality, must-be quality, skeptical quality, and indifferent-quality) and then computed the customer satisfaction coefficient suggested by Timko(1993). Potential Customer Satisfaction Improvement(PCSI) Index was also calculated in order to find out potentially improvable customer satisfaction using current satisfaction level of quality elements classified by Kano model. To achieve the purpose of this study, survey targeted a group of young adults who have flown during the last one year. The survey was conducted between August 15 and September 15, 2012. Out of 550 questionnaires, a total of 496 questionnaires excluding the unreliable were used for the final analyses. The results are as follows: First, classifying the elements of airline service quality using Kano model, five factors were confirmed as attractive quality elements such as ``consideration for individual request,`` ``variety of in-flight food and beverages,`` ``variety of in-flight duty-free items,`` ``latest aircraft,`` and ``variety of discounted air fairs``. Second, examining the extent of satisfaction that can be improved when customer gratification is heightened from the current satisfaction level through PCSI Index, it was confirmed that all elements are improvable. Among the improvable elements, it was found that the current satisfaction level for booking and ticketing service is at the bottom.
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난화 활동이 정신지체아동의 도형-배경 변별과 보고 쓰기 오류에 미치는 효과
윤희봉 ( Hee Bong Yoon ),양정미 ( Jung Mee Yang ) 한국특수아동학회 2005 특수아동교육연구 Vol.7 No.4
The purpose of this study was to prove the effect of scribble activity, on the figure-ground discrimination and copy writing error for children with mental retardation. The subjects of this study were three children who were in 2nd, 3rd and 4th grade enrolled in elementary special education class in B city. These three subjects were shown visual-perception problems in a DTVP Test, had copy writing errors and liked art activity. As the method of this study, pre-post test method was employed, the scribble activity was an independent variable, the effects of scribble activity on figure-ground discrimination and copy writing error were dependent variables. The experimental instruments employed in this study were scribble activity programs focused on finding images in the scribble and used as a game. The result of this study confirmed that scribble activity had positive effects on figure-ground discrimination and copy writing error for children with mental retardation, respectively. The conclusions drawn from this study were as follows: First, it is thought that supplementing and planning of more various and interesting programs in further study can do much more contribution on figure-ground discrimination and copy writing error for children with mental retardation. Second, it is necessary to study various variables to extend the function of scribble activity.
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스마트폰 외식관련 어플리케이션의 사용용이성이 이용의도에 미치는 영향에 관한 연구
김기진(Gi Jin Kim),변광인(Gwang In Byun),양정미(Jung Mee Yang) 한국호텔외식관광경영학회 2011 호텔경영학연구 Vol.20 No.6
The purpose of this study was to examine the effect of the easiness to use food service related application of smart phone on familarity and usefulness, that of familarity on usefulness and intention of use, and that of usefulness on intention of use. Also, it tried to identify the mediation effect of familarity between usefulness and easiness to use, and that of familarity and usefulness between easiness to use and intention of use. A survey was conducted on those who had an experience of using the food service related application in their smart phone, and who lived in Seoul/Gyeonggi, Daegu/Gyeongbuk, and Busan/Gyeongnam area. Total 266 questionnaires were used for final analysis. As a result, it was found that practicability, communication, and easiness to choose menu which were the lower level of easiness to use food service related application had a significant effect on familarity, and that convenience to use food service shops and easiness to choose menu on usefulness. Also, it was shown that familarity had a significant impact on usefulness and intention of use, and usefulness on intention of use. In addition, it was found that familarity and usefulness had a significant mediation effect between intention of use and easiness to use.
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