자연공원의 분위기가 이용자의 만족도에 미치는 영향 - 국립공원과 도립공원을 대상으로 -

장병문,배민기 한국조경학회 2002 韓國造景學會誌 Vol.30 No.1

The purpose of this paper is to examine atmospherical factors affecting user's satisfaction in natural park to answer the research question: what are the effects of atmosphere on user's satisfaction in natural parks(NP). After reviewing the literature, mechanism of NP, and use elements in NP, We constructed the conceptual framework and have formulated the hypothesis of this research. We had obtained data through a questionnaire, which surveyed 508 visitors at 6 of the 73 NP in Korea in 2001, based on stratified sampling method. We have analyzed the data using descriptive statistical methods, the mean difference test, Pearson's correlation analysis, and the multiple linear regression method. We found that 1) the five atmospheric variables, j.e., number of users(NOU), crowding, damage to park resources(DPR), and maintenance of park resources and facilities(MPRF), encounter level(EL) affecting user's satisfaction, have tuned out to be statistically significant at a five percent level. The direction of the relationship between user's satisfaction and MPRF, NOU, EL is the same as that of the dependent variable and the opposite of crowding, and BPR, 2) in bivariate analysis, the positive relationships between user's satisfaction and park resources, MPRF are fairly high and statistically significant. The higher the value of DPR, and crowing, the lower the degree of user's satisfaction, 3) in multivariate analysis, such variables as NOU, crowding, DPR, EL, and MPRF affecting user's satisfaction have been statistically significant at five percent level, and 4) the relative contribution of MPRF, park resources, park facilities, NOU, crowding, DPR, and size of activity space on user's satisfaction have been determined to have respectively 6.00, 4.78, 2.53, 1.83, 1.64, 1.59 and 2.03 times more important than that of EL. Among the atmospheric variables, MPRF is the most important at 1.26 times higher than that of park resources. The research results suggest that the development of devices for the increase in user's satisfaction and user management program based on the knowledge we have found, be recommended in the planning and development process of natural park. The approach adopted by this research is valid and useful for evaluation criteria of NP. It is recommended that more empirical studies by activity types, activity spaces, and seasons on atmospheric elements affecting user's satisfaction be performed in the future.

대학도서관 이용자의 공동체의식이 이용자 만족도 및 충성도에 미치는 영향 연구

노효진,장우권 한국정보관리학회 2019 정보관리학회지 Vol.36 No.1

This study measures and analyzes the university library user’s sense of community, service quality assessment, user satisfaction and loyalty. In addition, the effect of the university library user’s sense of community on university library user satisfaction and loyalty mediated by the assessment of the quality of service is investigated. On the basis of study result, to improve user satisfaction and user loyalty, the direction and implications of library development are presented. In order to achieve the purpose of the study, precedent research and literature were investigated, and the study model and hypothesis were established based on theoretical background. In order to verify the hypothesis, a total of 300 questionnaires were distributed to subject who had experience using the Central Library among undergraduate students at the C National University, and the final 282 sample was used for analysis. To analyze the differences depending on the general characteristics of the samples, It is the result of an independent sample t-test and one-way ANOVA. The results of the mediated effects analysis using the PROCESS macro-programs models 4 and 6 of Hayes for hypothesis testing are as follows. First, The university library user’s sense of community (Service Benefits Perception and Satisfaction, Mutual sense of influence) effect the user satisfaction of university library mediated by service quality assessment at statistical significance. This showed that the higher the university library user’s sense of community, the higher the service quality assessment, and the higher the user satisfaction level of university library. Second, The university library user’s sense of community (Service Benefits Perception and Satisfaction, Mutual sense of influence) effect the user loyalty of university library mediated by service quality assessment and user satisfaction. This showed that the higher the university library user’s sense of community, the higher the service quality assessment, the higher user satisfaction level of university library and the higher the user loyalty level of university library. The results of this study showed that the university library user’s sense of community has a direct and indirect effect on enhancing user satisfaction and loyalty through the service quality assessment. 이 연구의 목적은 대학도서관 이용자의 공동체의식과 대학도서관 서비스품질 평가, 이용자만족도 및 충성도를 측정 및 분석하여 대학도서관 이용자의 공동체의식이 이용자만족도 및 충성도에 미치는 영향 관계를 규명하고자 한다. 이를 위해 연구모형과 연구가설을 설정하였다. 가설 검증을 위하여 J대학교 중앙도서관을 이용한 경험이 있는 학생들을 대상으로 최종 282부의 유효표본을 분석에 사용하였다. 측정변수들의 평균값을 기술통계량으로 분석하였으며, 가설 검증을 위해 Hayes의 PROCESS macro프로그램 모형 4번과 6번을 사용하여 매개효과분석을 실시하였다. 이 연구의 결과, 1) 대학도서관 이용자의 공동체의식은 대학도서관 서비스 품질평가에 따라 이용자만족도에 유의한 영향을 미치는 것으로 나타났다. 대학도서관 이용자의 공동체의식을 구성하는 요소인 서비스 혜택 지각 및 충족감, 상호영향의식이 통계적 유의수준 하에서 서비스 품질평가에 정(+)의 영향을 미치며, 이를 매개로 이용자만족도에 정(+)의 영향을 미치는 것으로 나타나, 대학도서관 이용자의 공동체의식이 높을수록 서비스 품질평가가 높으며, 이를 통해 이용자만족도가 높아진다는 것을 알 수 있었다. 2) 대학도서관 이용자의 공동체의식은 대학도서관 서비스 품질평가와 이용자만족도에 따라 이용자충성도에 유의한 영향을 미치는 것으로 나타났다. 대학도서관 이용자의 공동체의식을 구성하는 요소인 서비스 혜택 지각 및 충족감, 상호영향의식이 서비스 품질평가를 매개로 이용자만족도에 통계적으로 유의한 영향을 미치고(가설1), 이용자만족도를 매개로 통계적 유의수준 하에서 이용자충성도에 정(+)의 영향을 미치는 것으로 나타났다. 따라서, 대학도서관 이용자의 공동체의식이 높을수록 서비스 품질평가가 높고, 이용자만족도가 높아지며, 이를 통해 이용자충성도가 높아진다는 것을 확인할 수 있었다.

연구논문(硏究論文) : 사용자 참여가 사용자 만족도 및 시스템 이용도에 미치는 영향 -호텔회계정보시스템 유형의 조절효과를 중심으로-

최해수 ( Hae Soo Choi ) 한국관광산업학회 2009 Tourism Research Vol.28 No.-

This study aimed at the performance evaluation of hotel accounting information systems being established in the tourist hotels. There are used user`s participation as a independent variable, user`s satisfaction and system usage as dependent variables, and the type of hotel accounting information systems as moderating variable. The sample sizes are 103 hotel companies including deluxe hotels and first class hotels. This study is empirical analysis study by the hypothesis-test through questionnaire survey. The methods of hypothesis tests are simple regression analysis as moderating regression analysis, and there is used cluster analysis for classifying hotel accounting information systems. The tool being used in analysing is the SPSS 12.0 for windows. The results are followings. First, The type of hotel accounting information systems by cluster analysis is divided by two types of hotel accounting information systems, that is, one operational accounting information systems and the other management accounting information systems definitely. Second, the results of descriptive statistics analysis show high in user`s participation, user`s satisfaction, system usage. Third, the results of correlation analysis show the positive correlation between user`s participation and user`s satisfaction, system usage, and between user`s satisfaction and system usage. Forth, the user`s participation influenced both user`s satisfaction and system usage, system performance variables. Fifth, the results of moderating effect analysis show that only the operational accounting information systems have the moderating effect between user`s participation and system usage.

농업정보시스템의 이용자 만족도에 관한 연구

안상근,김성수 한국농업정보과학회 1999 농업정보과학 Vol.1 No.1

The major findings of this study were as follows; 1) The mean score of user's satisfaction was higher than that of the theoretically expected one. 2) The mean score of user's satisfaction in information con-tent was higher than that of preview studies showed. 3) While demographic characteristics such as gender, age, level of education, cognition type and main crop were not significantly related to the degree of user's satisfaction by the factors combined together, each other showed some type of relationship to the dependent variables. Gen-der was significantly related to information relevance and system convenience, and so was the level of education and information efficiency. 4) Situational Variables such as computer ability, support level of information center, attitude, computer education were signiHcantly related to the degree of user's satisfaction. 5) Significant differ-ences were found between the user's satisfaction and performance variables such as time of system usage, fre-quency of system usage. 6) Three determinants such as support level of information center, attitude and main crop explained 42.60% of the total variance of user's satisfaction in utilizing agriculture information system. 7) Support level of information center, attitude and main crop, computer education explained 35.20% of the vari-ance for total degree of user's satisfaction in utilizing agriculture information system.

GUI 디자인의 구성요소가 사용자 만족에 미치는 영향 - 차량용 네비게이션 제품을 중심으로 -

김영석 한국브랜드디자인학회 2013 브랜드디자인학연구 Vol.11 No.5

본 연구는 차량용 네비게이션의 GUI 디자인 구성요소와 사용자 만족과의 관련성을 분석하는 데 목적이 있었다. 이 러한 목적을 달성하기 위해 독립변수를 레이아웃, 텍스트, 그래픽, 멀티미디어로 정하고 종속변수를 사용자의 가시 성과 이해도로 나누어 회귀분석을 실시하였다. 그 결과는 다음과 같다. 첫째, 차량용 네비게이션의 GUI 디자인 구성요소와 ‘사용자 가시성’과의 관련성 분석에서 레이아웃, 텍스트, 그래픽 , 멀티미디어 요소는 모두 사용자 가시성에 영향을 미치는 것으로 나타났다. 그리고 GUI 디자인 구성요소들이 사용 자의 가시성에 미치는 상대적 영향력은 텍스트, 그래픽, 레이아웃, 멀티미디어 순서로 나타났으며, 텍스트 요소와 그래픽 요소가 타 요소에 비해 상대적으로 GUI 디자인 구성요소에 크게 영향을 미치고 있음을 알 수 있다. 이러한 결과로 사용자의 가시성을 높이기 위해서는 ‘텍스트’ 요소와 ‘그래픽’ 요소를 다른 요소보다 우선적으로 고려해야 한다고 판단된다. 둘째, 차량용 네비게이션의 GUI 디자인 구성요소와 ‘사용자 이해도’와의 관련성 분석에서 그래픽, 텍스트, 레이아웃 , 멀티미디어 요소는 사용자 이해도에 모두 영향을 미치는 것으로 나타났다. 그리고 GUI 디자인 구성요소들이 사용 자의 이해도에 미치는 상대적 영향력은 그래픽, 텍스트, 레이아웃, 멀티미디어 순서로 나타났으며, 그래픽 요소와 텍스트 요소가 타 요소에 비해 상대적으로 GUI 디자인 구성요소에 크게 영향을 미치고 있음을 알 수 있다. 이러한 결과는 사용자의 가시성을 높이기 위해서는 ‘텍스트’ 요소와 ‘그래픽’ 요소를 다른 요소보다 우선적으로 고려해야 한다고 판단된다. 본 연구의 시사점은 GUI 디자인 접근요소를 고려하여 사용자의 가시성과 이해도를 제고시키는 데 영향력이 있는 요 인을 파악하여 사용자 특성에 맞는 제품디자인에 접근할 수 있도록 한 점이다. 또한 GUI 디자인 개별요소별로 미치 는 영향력을 지양하고, 여러 요소들을 동시에 고려한 통합적인 접근을 시도함으로써 사용자의 시사성과 이해성에 영향을 미칠 수 있는 GUI 디자인 구성요소를 탐색한 시도가 되었다고 사료된다. 마지막으로 본 논문의 한계점은 표본수의 한계로 모든 네비게이션 제품에 적용하여 결과를 일반화하기에는 다소 무리가 있다. 따라서 향후에는 표본수를 증가시키고, 동시에 제품의 종류별로 확대하여 사용자의 만족 요인을 점검 할 필요가 있다고 생각된다. The purpose of this study is to analyze the relevance between components of GUI design for a vehicle navigation and user's satisfaction. In order to achieve this goal, layout, text, graphics and multimedia were assigned as the independent variables and user's visibility and understanding were assigned as dependent variables. The regression analysis was performed with those variables. The results are as follows. First, according to analysis on the relevance between components of GUI design of a vehicle navigation and 'user's visibility', it was found that layout, text, graphics and multimedia factors affected user's visibility. In addition, the most relative influence of components of GUI design on user's visibility was text. Graphics, layout and multimedia were followed in order. It was found that text and graphic factors affected components of GUI design relatively more than other factors. These results suggest that 'text' factor and 'graphic' factor should be considered with priority than other factors in order to increase user's visibility. Second, according to analysis on relevance between components of GUI design of a vehicle navigation and 'user's understanding', it was found that graphics, text, layout, and multimedia factors affected user's understanding. In addition, the most relative influence of components of GUI design on user's understanding was graphics. Text, layout and multimedia were followed in order. It was found that graphic and text factors affected components of GUI design relatively more than other factors. These results suggest that 'graphic' factor and 'text' factor should be considered with priority than other factors in order to increase user's understanding. The significance of this study is to identify the influential factors which can increase the user's visibility and understanding with consideration of approach factors of GUI design, and approach to the product design satisfying the characteristics of users. In addition, it is considered as the attempt to explore the components of GUI design which may affect user's implications and understanding by the integrated approach considering multiple factors at the same time rather than individual component of GUI design. Finally, the limitation of this study is the sample size. It is difficult to generalize these results by applying them to all navigation products due to a small number of samples. Thus, it is thought that the sample size should be increased and this study should be expanded to kinds of products to examine user's satisfaction factors in the future.

자휴양림의 개발요소가 이용만족도에 미치는 영향

장병문 한국조경학회 2001 韓國造景學會誌 Vol.29 No.3

The purpose of this paper is to examine factors affecting user´s satisfaction in development of natural recreation forest(NRF) in order to answer the research question: What is the magnitude of factors affecting user´s satisfaction in development of NRF. After reviewing the literature, mechanism of outdoor recreation, and development factors in NRF, we constructed the conceptual framework and have formulated the hypothesis of this research. we have obtained data through a questionnaire, which surveyed 625 visitors at 10 of the 72 natural recreation forests in Korea in 1999, We have analyzed the data using the mean difference test, Pearson´s correlation analysis, and multiple linear regression method. We found that 1) all the development factors except recreational resources affecting user´s satisfaction have turned out to be statistically significant at one percent level. The direction of relationship between independent variable and dependent variable is the same as that of dependent variable. 2) in bivariate analysis, the relationships between user´s satisfaction and all the development factors are fairly high and statistically significant. The higher the value of development factors, the higher the degree of user´s satisfaction. 3 in multivariate analysis, such variables as the suitability of activities level of services, atmosphere, and facility have been statistically significant at one percent level, and 4) Their relative contribution of the suitability of various recreational activities, level of atmosphere, and service on dependent variable have been turned out to have 8.167, 4.889, 3.333, and 1.611 times more importance than that of the suitabity of recreational resources, respectively. The research results suggest that a guideline for the creation of marketable NFR and development of use-programs and recreational atmosphere be recommended in the planning and development process of NRF, and excessive investment on facilities is not desirable. The approach and analysis method adopted by this research is highly useful for an evaluation criterion of NRF and development of devices for increasing user´s satisfaction in NRF. It is recommended that more empirical study on individual factors affecting user´s satisfaction be performed in the future.

호텔정보시스템의 품질이 의사결정 성과에 미치는 영향:사용자 가치와 사용자 만족의 매개역할

박희석 한국고객만족경영학회 2006 고객만족경영연구 Vol.8 No.1

Since the importance of quality as a improving quality of the property management system(PMS) in hotel have been raised at early 1990's, many studies have shown a causal relationship between information systems and performance of decision making. However, there have been only few studies which try to investigate variables mediating the relationships between PMS and performance of decision making. This paper proposes user's values and user's satisfactions mediate this relationship.A structural model and several hypotheses were developed regarding the relationships. Based on the collected data from 364 hotel employees, the structural model was analyzed with AMOS 4.0. The results can be summarized as follows. First, the greater the PMS's quality, the greater the user's values. Second, the greater the user's values, the greater the user's satisfactions. Third, the greater the user's values, the greater the performance of decision making. Finally, the greater the user's satisfactions, the greater the performance of decision making.At the end of the paper, managerial implications and future research directions are discussed. 본 연구는 호텔정보시스템의 품질이 의사결정 성과에 미치는 영향을 파악하고자 시도되었다. 특히, 사용자 가치와 사용자 만족 두 척도의 유용성을 비교․검토하며 이들의 매개역할을 검증하는데 있다. 분석결과, 정보 품질과 시스템 품질은 사용자 가치와 사용자 만족에 각각 정(+)의 영향을 미치고 있다. 또한 서비스 품질도 사용자 가치는 물론 사용자 만족에 매우 유의한 정(+)의 영향을 미친다는 가설은 지지되고 있다. 정보 품질과 시스템 품질 그리고 서비스 품질은 사용자 가치와 사용자 만족을 통하여 의사결정 성과에 간접적으로 정(+)의 영향을 각각 미치고 있음을 확인하였다. 즉, 호텔정보시스템의 정보품질과 시스템 품질은 사용자 가치를 통하여 의사결정 성과에 완전 매개효과가 있음을 발견하였다. 또한 서비스 품질은 사용자 가치를 통하여 의사결정 성과에 부분 매개효과가 있음을 발견하였다. 그리고 사용자 가치와 사용자 만족 두 척도 중에서 의사결정 성과를 설명하는데 더욱 더 유용한 척도는 사용자 가치임을 발견하였다. 이는 마케팅 분야에서의 선행연구와 일치하는 결과로서 정보시스템에서도 지지되고 있음을 나타내고 있다.

사회서비스 이용자가 인지한 권익옹호 유형이 서비스 품질과 이용자 만족에 미치는 영향 및 이용자의 인구사회학적 특성에 따른 조절효과

양심영 한국웰니스학회 2023 한국웰니스학회지 Vol.18 No.3

This study investigated to analyze that advocacy types of social service users may influence on service quality and user’s satisfaction and that the influence may have moderating effect by user’s characteristics. The data were 148 samples of voucher users and collected through convenience sampling procedures. Empirical analysis results follows as: First, there is no direct effect of show advocacy types of social service users on user’s satisfaction. Second, ‘Best interest’ type and ‘Consumer-controlled advocacy’ type have indirect effect on user’s satisfaction through service quality. Third, there was no moderating effect of sex difference but the effect of ‘Best interest’ type represented strongly among one year less user’s group rather than more one year user’s group. The effect of ‘Best interest’ type represented strongly among service type for adults rather than service type for child and adolescents. The effect of ‘Client-centered’ type represented strongly among service type for child and adolescents rather than service type for adults. For social service users’ satisfaction, several practice and policy implications related to advocacy of users were discussed.

PCSI를 이용한 KTX 고객 서비스 이용 평가 분석

윤성필,유재선 한국고객만족경영학회 2006 고객만족경영연구 Vol.8 No.1

Since the importance of quality as a improving quality of the property management system(PMS) in hotel have been raised at early 1990's, many studies have shown a causal relationship between information systems and performance of decision making. However, there have been only few studies which try to investigate variables mediating the relationships between PMS and performance of decision making. This paper proposes user's values and user's satisfactions mediate this relationship.A structural model and several hypotheses were developed regarding the relationships. Based on the collected data from 364 hotel employees, the structural model was analyzed with AMOS 4.0. The results can be summarized as follows. First, the greater the PMS's quality, the greater the user's values. Second, the greater the user's values, the greater the user's satisfactions. Third, the greater the user's values, the greater the performance of decision making. Finally, the greater the user's satisfactions, the greater the performance of decision making.At the end of the paper, managerial implications and future research directions are discussed. 최근 많은 기업들은 고객만족경영을 중심으로 모든 활동을 하고 있다. 이는 고객만족이 미래 수입의 흐름을 결정하는 주요한 원천이기 때문이다. 따라서 현재 많은 기업들이 고객 요구 사항에 많은 관심을 기울이고 있다. 본 연구는 이러한 고객 요구 사항에서 보다 집중적인 개선이 필요한 우선순위를 파악하는데 목적을 두고 있다. 이를 위해서 Kano 모델과 Timko가 주장한 고객만족계수(Customer Satisfaction Coefficient)모형을 바탕으로 한 PCSI Index (Potential Customer Satisfaction Improvement)를 가지고, 현재 가장 관심이 많은 한국고속철도(KTX)의 고객서비스 평가를 분석하고자 한다.

여성장애인 어울림센터의 서비스 질이 이용자 만족도에 미치는 영향

오혜경,이문화 한국장애인재활협회 2012 재활복지 Vol.16 No.2

This study has two main objectives. The first objective is to investigate the degree of user's satisfaction and service quality using the SERVPERF indicators through major users of the Eulim Center for Women with Disability. The second one is to analyze influences of service quality on user's satisfaction in the Eulim Center for Women with Disability. A survey of women with physical disability who used the Center across the country was taken utilizing a structured questionnaire. A total of 203 responses were used for the analysis. The major results of this study are as follows; First, the level of user's satisfaction was not low with the mean score of 3.93(out of 5.0). Among the 5 subcategories of user's satisfaction scale,‘ongoing attention’scored the highest but‘reflecting user's opinions’ the lowest. In terms of service quality, the result indicated that the level of service quality was relatively at a high(the mean of 4.02). ‘Reliability’of the five dimensions got the highest mean. The items involved with tangibles were generally low. Next, as the result of regression analysis, reliability and responsiveness influenced user's satisfaction positively among the 5 dimensions of service quality and reliability of the two had a stronger influence on it. This shows that it is necessary to manage service quality related to reliability and responsiveness importantly for enhancing the user's satisfaction. 본 연구는 여성장애인 어울림센터의 이용자 만족도 및 서비스 질 수준을 알아보고, 서비스 질이 이용자 만족도에 어떠한 영향을 미치는지를 실증적으로 규명하는데 그 목적이 있다. 나아가 조사연구의 결과를 바탕으로 여성장애인의 사회참여확대 기반을 강화하기 위한 실천적 함의를 제시하기 위한 연구이다. 이에 여성장애인 어울림센터를 이용하는 지체장애여성들을 대상으로 설문조사를 실시하여 203명의 자료를 수집하였고, 기술통계분석․위계적 다중회귀분석을 통해 분석하였다. 연구결과 첫째, 이용자 만족도의 전체 평균은 5점 척도에서 3.93점으로 나타났고 하위문항들 중에서‘지속적 관심’이 가장 높은 점수를 보였다. 서비스 질의 전체 평균은 4.02점이며 5가지 하위차원 중에서는 신뢰성의 평균이 가장 높게 나타났다. 대체적으로 유형성에 속하는 항목들의 점수가 상대적으로 낮게 드러났다. 둘째, 서비스 질 구성차원 중에서 이용자 만족도에 영향을 미치는 것은 신뢰성과 대응성인 것으로 나타났으며 그 중에서 신뢰성의 영향력이 더 큰 것으로 파악되었다. 이로써 서비스 실천에서 신뢰성과 대응성 차원의 서비스 질이 중요하게 다루어져야 함을 알 수 있었다. 그러므로 서비스 제공 시 약속한 사항을 잘 이행하고 정확하게 서비스를 제공하는데 중점을 두어야 하며, 서비스 이용자에게 자발적이고 신속하게 대응하는 자세를 더욱 강화시켜야 할 것이다.