Kano 모델 및 PCSI 지수를 활용한 O2O 서비스 품질에 대한 탐색적 연구:

Hai Xia Su,김진민(Jin Min Kim),김영대(Young Dae Kim),최성용(Sung Yong Choi) 중앙대학교 한국전자무역연구소 2017 전자무역연구 Vol.15 No.2

연구목적: 본 연구는 중국 소비자들을 대상으로 O2O 서비스에서 Kano 모형을 이용해 서비스 품질을 분류하고, 고객만족계수와 불만족계수를 각각 산출하였다. 이후 순차적으로 잠재적 고객만족개선지수(PCSI Index)를 산출하였다. 그 결과 O2O 서비스 제공 시 우선적으로 고려하여 관리 및 개선해야 할 서비스 품질속성을 판단하고, 최종적으로 중국 소비자들의 고객만족을 높일 수 있는 우선적인 개선사항들을 제시하고자 한다. 논문구성/논리: 본 논문은 전체 5절로 구성되어 있다. 1절에서는 연구의 배경 및 방향에 대하여 제시한다. 이 후 2절에서는 관련 문헌에 대하여 검토한다. 3절에서는 연구모형과 연구방법을 제시하고, 4절에서는 연구방법을 통해 도출된 결과를 분석하였다. 최종적으로 5절에서는 결론을 도출하고, 연구의 시사점 및 한계점을 설명한다. 결과: 첫째로 중국 소비자들을 대상으로 하는 기업에서는 본 연구에서 확인된 당연적 품질요소나 일원적 품질요소 이외에도 이러한 매력적 품질요소에 투자를 하고 꾸준한 관리를 해야 한다. 둘째로 PCSI 지수 값이 높을수록 고객의 만족도를 증가시킬 수 있는 요인들이다. 따라서 지수 값이 높게 나온 요인들을 중점적으로 개선한다면 고객들의 만족도가 크게 증가할 것이다. 마지막으로 PCSI지수의 상위에 위치한 항목들은 개선이 가장 시급하고 고객만족이 가장 크게 증가될 수 있다. 따라서 이와 같은 항목에 투자하여 소비자들을 끌 수 있도록 해야 할 것이다. 독창성/가치: 본 연구는 중국 소비자들을 대상으로 O2O 서비스 품질을 Kano 모형에 따라 매력적 품질, 일원적 품질, 당연적 품질, 무관심 품질, 역 품질로 분류하였다. 이 후 고객만족계수를 이용하여 품질 요인들 중 고객의 만족도의 상승가능여부 또는 하락가능여부를 파악하고 잠재적 고객만족 개선지수(PCSI index)를 산출하였다. 이로써 고객만족을 높이기 위해 우선적으로 개선되어야 하는 품질 요인들이 결정되었다. 따라서 본 연구에서는 Kano 모형과 PCSI 지수를 기반으로 O2O 서비스 품질에 관한 고객만족을 높일 수 있는 우선적인 개선사항들이 효과적으로 제시되었다. Purpose: In our study, we classify the quality factors involved in the online to offline (O2O) service to Chinese consumers by using the Kano model and calculate the customer satisfaction and dissatisfaction coefficients. Next, we calculate the PCSI (Potential Customer Satisfaction Improvement) index. As a result, we determine the service quality attributes in O2O service that should be managed and improved first, and finally present some preemptive improvements that will enhance customer satisfaction among Chinese customers. Composition/Logic: This paper has five sections. In section 1, we present the objectives and overview of the study. We review related literature in section 2. We describe our research model and methodology in section 3 and analyze the results in section 4. In section 5, we draw conclusions from the study, and explain both the implications and limitations of the study. Findings: First, in the companies targeting Chinese consumers, the attractive quality factors, which are identified in this study, should be invested in and maintained at a constant level, along with the must-be and one-dimensional quality factors. Second, the higher the value of PCSI index, the more likely is the increase in the satisfaction of the customer. Thus, customer satisfaction will increase significantly if we focus on the factors that have high PCSI index values. Third, the top ranked items in the PCSI index are the quality factors that not only need the most urgent improvement but can also increase customer satisfaction the most. Therefore, consumers should be attracted by investing in these items. Originality/Value: This study categorizes O2O service quality into attractive quality, one-dimensional quality, must-be quality, indifferent quality and reverse quality by applying the Kano model to Chinese consumers. We then use the customer satisfaction coefficient to determine whether the customer s satisfaction level could increase or decrease and calculate the Potential Customer Satisfaction Improvement index (PCSI index). This has led to the identification of quality factors that should be improved first to improve customer satisfaction. Therefore, in this study, based on the Kano model and the PCSI index, the priority improvements that can improve customer satisfaction on O2O service quality are presented effectively.

Immortalization of Swine Umbilical Vein Endothelial Cells with Human Telomerase Reverse Transcriptase

Hai Xia Hong,Yan Ming Zhang,Hao Xu,Zheng Yuan Su,Pei Sun 한국분자세포생물학회 2007 Molecules and cells Vol.24 No.3

Cordblood-Based High-Throughput Screening for Deafness Gene of 646 Newborns in Jinan Area of China

Shou-Xia Li,Ding-Li Chen,Su-Bin Zhao,Li-Li Guo,Hai-Qin Feng,Xiao-Fang Zhang,Li-Li Ping,Zhi-Ming Yang,Cai-Xia Sun,Gen-Dong Yao 대한이비인후과학회 2015 Clinical and Experimental Otorhinolaryngology Vol.8 No.3

Objectives. Infants with slight/mild or late-onset hearing impairment might be missed in universal newborn hearing screening (UNHS). We identified the mutation hot spot of common deaf gene in the newborns in Jinan area population by screening the mutation spot with neonate cord blood, in order to make clear whether the neonate cord blood for screening is feasible. Methods. Six hundred and forty-six newborns were subjected to both UNHS and genetic screening for deafness by using neonate cord blood. The newborn genetic screening targeted four deafness-associated genes, which were commonly found in the Chinese population including gap junction beta-2 protein (GJB2), gap junction beta-3 protein (GJB3), solute carrier family 26 member 4 (SLC26A4), and mtDNA 12S rRNA. The most common 20 spot mutations in 4 deaf genes were detected by MassARRAY iPLEX platform and mitochondrial 12S rRNA A1555G and C1494T mutations were sequenced using Sanger sequencing. Results. Among the 646 newborns, 635 cases passed the UNHS and the other 11 cases (1.7%) did not. Of the 11 failures, two cases were found to carry homozygous GJB2 p.R143W pathogenic mutation, one case was found to have heterozygous GJB2 235delC mutation, and another one case carried heterozygous GJB3 p.R180X pathogenic mutation. Six hundred and thirty-five babies passed the newborn hearing screening, in which 25 babies were identified to carry pathogenic mutations, including 12 heterozygotes (1.9%) for GJB2 235delC, eight heterozygotes (1.3%) for SLC26A4 IVS7-2A>G, one heterozygote (0.2%) for p.R409H, two homozygotes (0.3%) for m.1494C>T, and two homozygotes (0.3%) for m.1555A>G. Conclusion. Newborn genetic screening through the umbilical cord blood for common deafness-associated mutations may identify carriers sensitive to aminoglycoside antibiotic, and can effectively prevent or delay hearing loss occurs.

A Novel Synthesis and Crystal Structure of 2,3-Substituted-1,4-2H-tetrazolthione

Pu, Su Zhao,Fang, Fang Jian,Hai, Lian Xiao,Yu, Xia Hou Korean Chemical Society 2004 Bulletin of the Korean Chemical Society Vol.25 No.12

Comparison of the Efficacy and Prognostic Factors of Transarterial Chemoembolization Plus Microwave Ablation versus Transarterial Chemoembolization Alone in Patients with a Large Solitary or Multinodular Hepatocellular Carcinomas

Lin Zheng,Hai-Liang Li,Chen-Yang Guo,Su-Xia Luo 대한영상의학회 2018 Korean Journal of Radiology Vol.19 No.2

Objective: To evaluate the efficacy and prognostic factors associated with transcatheter arterial chemoembolization (TACE) combined with microwave ablation (MWA) versus TACE alone for a large solitary or multinodular hepatocellular carcinomas (HCCs). Materials and Methods: This retrospective study involved 258 patients with a large solitary or multinodular HCCs (not more than 10 tumors) who underwent TACE + MWA (n = 92) or TACE alone (n = 166) between July 2011 and April 2015. Local tumor control, survival outcomes, and complications were compared between the two groups. Prognostic factors for time to progression (TTP) and overall survival (OS) were evaluated by univariate and multivariate analyses. Results: The median duration of follow-up was 21.2 months (range, 4−45 months). The median TTP and OS were 12.5 months and 26.6 months, respectively, for the TACE + MWA group and 6.7 months and 17.1 months, respectively, for the TACE group (p < 0.001). The 1-, 2-, and 3-year OS rates were 85.9, 59.8, and 32.6%, respectively, for the TACE + MWA group and 59.0, 40.4, and 11.4%, respectively, for the TACE group (p < 0.001). The corresponding recurrence rates were 47.8, 78.3, and 94.6% for the TACE + MWA group, respectively, and 74.7, 96.4, and 97.6%, respectively, for the TACE group (p < 0.001). Logistic regression analyses showed that the treatment method, tumor size, and tumor number were significant prognostic factors for TTP and OS. Conclusion: TACE + MWA appears to have more advantages compared to TACE in prolonging OS, with a satisfactory TTP, for inpatients with solitary large or multinodular HCCs. Treatment method, tumor size, and tumor number are significant prognostic factors for TTP and OS. Further randomized, multi-center, prospective trials are required to confirm the findings of this study.

Effects of Preemptive Analgesia with Parecoxib Sodium on Haemodynamics and Plasma Stress Hormones in Surgical Patients with Thyroid Carcinoma

Wang, Lian-Dong,Gao, Xia,Li, Jun-Ying,Yu, Hong-Yan,Su, Hai-Wen,Liu, Lian-Zhong,Qi, Jun Asian Pacific Journal of Cancer Prevention 2015 Asian Pacific journal of cancer prevention Vol.16 No.9

Background: To investigate the effects of preemptive analgesia with parecoxib sodium on haemodynamics and plasma stress hormones in surgical patients with thyroid carcinoma. Materials and Methods: Fifty-seven patients with thyroid carcinoma who underwent thyroidectomy selectively in Laiwu Hospital Affiliated to Taishan Medical University and Binzhou People's Hospital were selected and randomly divided into three groups, 19 cases in each group. The control group was intravenously injected 0.9% sodium chloride injection before anesthesia induction; trial group I was intravenously injected with parecoxib sodium 20 min before anesthesia induction; based on trial group I, trial group II was injected with parecoxib sodium again 12 h after surgery. The levels of plasma norepinephrine (NE), cortisol (Cor) and blood glucose before, 12 and 24 h after surgery and changes of haemodynamics before surgery, at the end of surgery and 12, 24 and 48 h after surgery were compared in the three groups. Besides, visual analogue scale (VAS) scores were recorded 4, 8, 12 and 24 h after surgery. Results: 12 and 24 h after surgery, the levels of plasma NE and Cor in three groups rose dramatically (P<0.05 or (P<0.01); The levels of plasma NE and Cor in trial groups I and II were evidently lower than in control group (P<0.05 or P<0.01), and those in trial group II slightly lower than in trial group I. 12 h after surgery, the heart rates (HR) and systolic pressures (SBP) in trial groups I and II increased obviously by comparison to surgery before (P<0.05 or P<0.01), but gradually returned to the preoperative level. HR, SBP and diastolic pressures (DBP) in trial groups I and II at the end of surgery and 12 h after surgery were all lower than in the control group, and significant differences were present (P<0.05 or (P<0.01). At 4, 8, 12 and 24 h after surgery, VAS scores in trial groups I and II were markedly lower than in the control group (P<0.05 or (P<0.01), the scores in trial group II being the lowest. Conclusions: Combined application of parecoxib sodium for preemptive analgesia before anesthesia and after surgery can effectively reduce the levels of plasma stress hormones and improve analgesic effects in surgical patients with thyroid carcinoma, and without conspicuous impact on haemodynamics.

Association Between C1019T Polymorphism in the Connexin 37 Gene and Helicobacter Pylori Infection in Patients with Gastric Cancer

Jing, Yuan-Ming,Guo, Su-Xia,Zhang, Xiao-Ping,Sun, Ai-Jing,Tao, Feng,Qian, Hai-Xin Asian Pacific Journal of Cancer Prevention 2012 Asian Pacific journal of cancer prevention Vol.13 No.5

Objective: To investigate the association between the connexin 37 C1019T polymorphism and Helicobacter pylori infection in patients with gastric cancer. Methods: 388 patients with gastric cancer (GC), 204 with chronic superficial gastritis (CSG) were studied. H. pylori was detected by gastric mucosal biopsies biopsy dyeing method. Connexin 37 gene polymorphism 1019 site genotypes were determined by gene sequencing technology. Genotypes and alleles frequencies were compared. Results: (1) Connexin37 gene 1019 site distribution frequency (CC type, TC type, TT type) in the CSG group was 18.1%, 45.1% and 36.8%; in the stomach cancer group it was 35.1%, 45.9% and 19.%, conforming to the Hardy-Weinberg euilibrium. (2) In comparison with CSG group, the frequency of Connexin37 C allele was higher in the gastric cancer group (58.0% vs 40.7%, OR = 2.01, 95%CI = 1.58-2.57, P < 0.01). The prevalence of gastric cancer risk was significantly increased in the carriers of C allele (CC+TC) than in TT homozygote (OR = 2.47, 5%CI = 1.68- 3.610. (3) Gastric cancer patients complicated with Hp infection 211 cases, gastric cancer group of the male patients with HP positive patients with 187 cases, 40 cases of female patients with negative patients, 24 cases were HP positive, negative in 137 cases, control group male patients, 28 cases were Hp positive, negative in 95 patients, female patients with Hp positive 6 cases, 75 cases were negative. On hierarchical analysis, the male group OR value was 15.9 (95%CI to 9.22-27.3), and the female OR was 2.19 (95%CI 0.88-5.59), indicating a greater contribution in males (P <0.01). After elimination of gender effects, positive HP and gastric cancer were closely related (OR 8.82, 95% CI: 5.45-14.3). (4) The distribution frequency of C allele in patients with Hp infection was much higher than that in Hp negative cases in the GC group (64.5% vs 47.0%, OR = 2.05, 95%CI = 1.54-2.74, P < 0.01). Compared with TT homozygotes, (CC+TC) genotype prevalence of gastric cancer risk increased significantly (OR = 2.96, 5%CI = 1.76-2.99 ). Conclusion: The T allele in the connexin37 gene might not only be associated with gastric cancer but also with H. pylori infection.

HER2-enriched Tumors Have the Highest Risk of Local Recurrence in Chinese Patients Treated with Breast Conservation Therapy

Jia, Wei-Juan,Jia, Hai-Xia,Feng, Hui-Yi,Yang, Ya-Ping,Chen, Kai,Su, Feng-Xi Asian Pacific Journal of Cancer Prevention 2014 Asian Pacific journal of cancer prevention Vol.15 No.1

Purpose: The purpose of this study was to investigate the recurrence pattern and characteristics of patients based on the 2013 St. Gallen surrogate molecular subtypes after breast-conserving surgery (BCS) in Chinese women. Methods: This retrospective analysis included 709 consecutive breast cancer patients undergoing BCS from 1999-2010 at our institution. Five different surrogate subtypes were created using combined expression of the estrogen receptor, progesterone receptor, and human epidermal growth factor receptor-2. Locoregional relapse-free survival (LRRFS), distant metastasis-free survival (DMFS), and disease-free survival (DFS) rates were calculated. Results: The 5-year LRRFS, DMFS, and DFS rates were 90.5%, 88.2%, and 81.5%, respectively. Multivariate analysis revealed that young age, node-positive disease, and HER2 enrichment were independent prognostic factors in LRRFS patients. There was also an independent prognostic role of lymph node-positive disease in DMFS and DFS patients. Patients with luminal A tumors had the most favorable prognosis, with LRRFS, DMFS, and DFS rates of 93.2%, 91.5%, and 87.4% at 5 years, respectively. Conversely, HER-2-enriched tumors exhibited the highest rate of locoregional recurrence (20.6%). Conclusion: Surrogate subtypes present with significant differences in RFS, DMFS, and LRRFS. Luminal A tumors have the best prognosis, whereas HER2-enriched tumors have the poorest.

Polymorphisms in XRCC1 Gene, Alcohol drinking, and Risk of Colorectal Cancer: a Case-control Study in Jiangsu Province of China

Gao, Chang-Ming,Ding, Jian-Hua,Li, Su-Ping,Liu, Yan-Ting,Cao, Hai-Xia,Wu, Jian-Zhong,Tang, Jin-Hai,Tajima, Kazuo Asian Pacific Journal of Cancer Prevention 2013 Asian Pacific journal of cancer prevention Vol.14 No.11

To evaluate the relationship between alcohol drinking, XRCC1 codon 194 and 399 polymorphisms and risk of colorectal cancer, we conducted a case-control study with 315 colorectal cancer cases (105 colon, 210 rectal) and 439 population-based controls in Jiangsu Province of China. The XRCC1 codon 194 and 399 genotypes were identified using polymerase chain reaction and restrictrion fragment length polymorphism methods (PCR-RFLP). A structured questionnaire was used to elicit detailed information. Odds ratios (ORs) were estimated with an unconditional logistic model. In this study no significant differences were observed among the studied groups with regard to the genotype distribution of the XRCC1 codons 194 and 399 and the risk of colorectal cancer did not appear to be significantly influenced by genotype alone, whereas alcohol consumption showed a positive association (P for trend <0.01). When combined effects of XRCC1 polymorphisms and alcohol consumption were analyzed, we found that the 194Trp or 399Gln alleles further increased the colorectal cancer risk due to high alcohol intake. These findings support the conclusion that colorectal cancer susceptibility may be altered by gene-environment interactions.

Polymorphisms in the Thymidylate Synthase Gene and Risk of Colorectal Cancer

Gao, Chang-Ming,Ding, Jian-Hua,Li, Su-Ping,Liu, Yan-Ting,Cao, Hai-Xia,Wu, Jian-Zhong,Tajima, Kazuo Asian Pacific Journal of Cancer Prevention 2012 Asian Pacific journal of cancer prevention Vol.13 No.8

To evaluate the relationship between polymorphisms (28 bp repeated sequences in 5'-UTR and 6-bp ins/del in 3'-UTR) in then thymidylate synthetase gene (TS) and risk of colorectal, colon and rectal cancers, we conducted a case-control study with 315 cases of colorectal cancer and 439 population-based controls in Jiangsu province, China. TS genotypes were identified using PCR.RFLP (restriction fragment length polymorphism) methods. Odds ratios (ORs) were estimated with an unconditional logistic regression model. We found that the distributions of 5'-UTR genotypes in TS were significantly different between controls and male colon cases (${\chi}^2$=8.25, P = 0.016). Compared with 3R/3R genotype, individuals with the 2R allele were at an increased risk of colon cancer (age-, BMI-, smoking- and alcohol drinking-adjusted OR=1.98, 95%CI: 1.11-3.53) among men. In ccontrast, the 6-bp ins/del polymorphism at the TS 3'- UTR did not influence risk of the colorectal, colon and rectal cancers. When combined genotypes for both TS 5'-UTR and 3'-UTR polymorphisms were evaluated, individuals with the 5'-UTR 2R allele had a OR of 3.61 (95%CI: 1.38-9.49) for colon cancer among men with the 3'-UTR .6bp/-6bp genotype. These results show that the polymorphism of the 28 bp repeated sequences in TS 5'-UTR could influence susceptibility to colon cancer and that there was a coordinated effect between TS 3'-UTR and 5'-UTR polymorphisms in increasing risk of colon cancer among Chinese men.