The environmental changes in the Korean cosmetic medical service industry in the 21st century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, ‘Consideration for customer benefits’ in empathy category was followed by ‘Immediate help’ and ‘Sincere response’ in responsiveness category, and ‘Understanding customer needs’ in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

본 논문은, 시설물안전법의 적용을 받지 않아 안전사각 지대에 놓여 있는 중소규모 교량들의 유지관리 전략 수립시 기초자료로 활용할 수 있는, 중소규모 교량 성능평가 우선순위 결정 방안을 제시하기 위해 실시하였다. 이를 위해 취약도와 영향도를 기반으로 하는 위험도 지수를 산출하고, 산출된 위험도 지수에 따라 이들 교량들을 성능평가 즉시실시교량, 단기실시교량 및 관찰교량으로 구분하여 제안하고, 실제 공용중에 있는 중소규모 교량에 적용하여 제안한 방안의 현장 적용성을 확인하였다. 연구결과, 여기서 제시된 방안은 향후 중소규모 교량의 유지관리 전략 수립에 적절히 활용되어 중소규모교량 사고 방지 및 유지관리 예산절감에 기여할 수 있을 것으로 판단되었다.