이 논문은 한국산업경영시스템학회 연구윤리위원회 심의(2024.7.3.)결과, 중복게재가 확인되어 게재가 철회된 논문임. This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

This study attempts a comparison between AHP(Analytic Hierarchy Process) in which the importance weight is structured by individual subjective values and regression model with importance weight based on statistical theory in determining the importance weight of casual model. The casual model is designed by for students’ satisfaction with university, and SERVQUAL modeling methodology is applied to derive factors affecting students’ satisfaction with university. By comparison of importance weights for regression model and AHP, the following characteristics are observed. 1) the lower the degree of satisfaction of the factor, the higher the importance weight of AHP, 2) the importance weight of AHP has tendency to decrease as the standard deviation(or p-value) increases. degree of decreases. the second sampling is conducted to double-check the above observations. This study empirically checks that the importance weight of AHP has a relationship with the mean and standard deviation(or p-value) of independence variables, but can not reveal how exactly the relationship is. Further research is needed to clarify the relationship with long-term perspective.

Teacher professional development is critical because teachers play a pivotal role in students' positive learning experience in schools. In particular, teachers' systematic class goal-setting practice is important for their performance outcomes such as effective classroom management and student learning. This study investigates the effects of teachers' engagement in class goal-setting activities using strategies derived from Analysis, Design, Development, Implementation, and Evaluation (ADDIE) framework as a systematic guideline by exploring the relationship among the four variables: teachers' class goal-setting, their partnership with stakeholders, teacher effectiveness, and student satisfaction. By using Process analysis techniques to estimate the dual mediation model on data from 55 elementary school teachers and their 1790 students, the findings indicate the positive relationship between teachers' systematic efforts for their class goal setting and student satisfaction was fully and sequentially mediated by teachers' partnership activities with the stakeholders and perceived teacher effectiveness. The findings propose the importance of teachers' systematic goal-setting strategies in their classes, which can be developed for professional development opportunities leading to successful performance outcomes. The study also highlights the various indirect effects produced by teachers' engagement in class goal setting. The practical implications of the research as well as theoretical contributions for teachers are discussed.

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.

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi’s loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers’ dissatisfaction by loss.

중요도-만족도 분석방법은 만족도 향상을 위해 관리 우선순위를 선정할 수 있는 간단하고 효과적인 방법이다. 본 연구는 이중에서 IPA-Kano 모델을 적용하여 천연기념물의 방문 만족 속성과 관리 방안을 연계하고 방문 만족도 향상을 위한 관리 개선 우선순위 선정을 목적으로 한다. 방문 만족 속성 14개를 기본요소, 실행요소, 매력요소로 구분하고 요소별 성취도(만족도)에 따른 개선 우선순위를 도출하였다. 서천 마량리 동백나무 숲 관리의 기본요소는 ‘자연환경’, ‘안내소･안내직원’이며, 중요 실행요소에는 ‘아름다운 경관’, ‘탐방시설’, ‘숲의 관리상태’, ‘접근성’, ‘역사문화자원’이 해당된다. 매력요소는 ‘천연기념물의 가치’, ‘주변 관광지’, ‘적정 입장료’로 나타났다. 성취도에 따른 개선 우선순위는 ‘안내소･안내직원’ > ‘접근성’ > ‘자연환경’ > ‘탐방시설’, ‘역사문화자원’, ‘숲 관리상태’, ‘아름다운 경관’ > ‘적정 입장료’, ‘주변 관광지’ > ‘천연기념물의 가치’ 순으로 나타났다. 연구결과를 바탕으로 천연기념물 관리 시 한정된 자원과 예산, 인력을 효율적으로 배치하기 위한 우선순위를 제안하였다.

While the term online shopping refers to all online transactions, cross-border online shopping means shopping activities purchasing products or services over the internet for the customers abroad. As Internet use for the international shopping activity increasing, cross border online shopping has grown substantially for last decade. This study is about the problem regarding the cross border online shopping for two different countries and the variables that influence their shopping behavior. The cross border online shopping has been increased by the growth of Internet access. However, the growth of the Internet use does not guarantee a successful development of cross border e-commerce for every country. To find out the perception for cross-border online shopping for two different cultures, shoppers from two countries with different cultural background were chosen, and the perception for cross-border online shopping from each culture is contrasted. For statistical Analysis, ANOVA is used to find the relationship between a single non-metric independent variable, and multiple metric dependent variables. Hofstede’s cultural dimensions model is adopted for this study as a tool to find out the patterns of cross border online shopping. This study showed what the variables would affect the perception in cross border online shopping. The results of this study indicated that cross border online shoppers with different culture were notably different on two variables identified-timeliness and ease of use.

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

As the industrial society develops, the management of the production line becomes more and more important. There are also diversifying Management methods by industry. In addition, National Competency Standards (NCS) have also been developed. As a result, It has been created standards for each job and provide education and training standards for industrial production management tasks. Customer satisfaction is an ever-growing concern of management throughout the world. In addition, Colleges are focusing on vocational education. Because of the opening of the education market, They are competing in various ways. And, To survive in this competition. They are making great efforts to improve the lecture satisfaction. If education is regarded as an industry, it can be classified as a representative service industry. Because it is formed as a perfect competition between colleges. And then in this paper, This will focus on the mechanical production Manager duties of industrial engineering department related NCS. This study also conducted empirical studies to analyze factors affecting the curriculum using the KANO analysis.

Importance-Performance Analysis(IPA) is a well-known methodology to find the area for improvement. However, the IPA uses different strategies depending on an attribute falls in either 'Concentrate', 'Keep up', 'Possible overkill', or Low priority' quadrant. Problems can occur when attributes locate near the demarcation lines. To solve this problem of IPA, I suggest a modified importance-satisfaction analysis which integrates the Slack(1994)'s diagonal approach and Kano's ASC(Jang et al., 2012) into Yang(2003)'s Importance-Satisfaction model. For this, I investigated 21 smartphone's quality attributes, which adopted from Song and Park(2012)'s study, and conducted a survey of 280 university students for the results of Kano' model and the importance and satisfaction of the quality attributes. The results show that the proposed model enables the business managers to prioritize the quality attributes for improvement through the interpretation on the continuous diagonal line using the Kano's questionnaire only, without acquiring any additional survey for importance of attributes. Accordingly, it is expected that the newly proposed method will diminish the limitation of the existing IPA. In addition, to test the validity of the ASC, this study conducts a comparative analysis between the Kano's ASC and Tontini(2007)'s method to determine the relative importance of quality attributes.

Assessing service quality and satisfaction is the essential part of service science. In this study, for G2B electronic commerce service composed of information systems and human resources, a composite research model for exploring factors of service quality satisfaction is proposed. The proposed model uses SERVQUAL’s five quality dimensions as independent antecedent factors and usefulness and ease-of-use of the technology acceptance model as mediating factors. A case of a G2B purchase service is empirically studied using the proposed model. The result shows that the proposed composite model is good and appropriate for explaining the characteristics of G2B services.

The purpose of this study was to analyze the effects of quality factors on value, satisfaction and loyalty in a wine training program. The results of this study can be summarized as follows: Structural verification of the wine training program loyalty model showed that the quality of the wine training program positively affected both value (p<0.001) and satisfaction (p<0.001). Further, the value of the wine training program positively affected satisfaction (p<0.01), which in turn positively influenced loyalty (p<0.001). The quality of the wine training program was presented as solicitude for students, textbook and curriculum, qualification and confidence of lecturer and staff, and training quality, whereas the value of the program was composed of sense of belonging, promotion of self-esteem, good impression on others, and improvement of social status. Therefore, the wine training institute's intensive management of the quality and value of the program could induce students' loyalty by enhancing satisfaction for the wine training program.

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction. we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements. which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, we analyzes the factors that influence College Student's Satisfaction of teaching using Kano Model, Timko's CS-Coefficient.

This study aims to analyze and confirm brand awareness’ role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.

This study developed an optimization model, defined as the IPS (Itinerary for Passenger Satisfaction), for a cruise ship to identify an itinerary that maximizes passenger satisfaction. A 0-1 integer programming model was developed to provide an optimal sequence of ports of call, assigning a destination to each day of the cruise. The concepts of the destination access network and the neighborhood of a destination were designed and manipulated to organize the complex network of destinations so that each next destination is selected within a practical overnight sail. The developed model can also be viewed as a reduced variant of the traveling salesperson problem with less constraints. A set of example tests shows that practical scenarios of the IPS with moderate cruise duration can be easily solved with light computation loads. Considering cruise ship passengers usually make their decisions not relying on only one destination but on an itinerary in its entirety, the purpose of this study was to identify itinerary alternatives to attract potential cruise passengers for attaining maximum occupancy level.

As a part of research to improve the recreation and tourism of Mt. Keumwon, this study undertook a visitor survey and investigated a structure model analysis to evaluate visitors’satisfaction of sightseeing. In socio-demographic background, the 60 percent of visitors was male, the 71.3% was 40s age and over, and the 80.7% was resident in Gyeongsang-do. A theoretical model with measurement was designed to explore and deduce a structural equation model (SEM), which was developed with hypotheses and data from 150 questionnaires collected in 2013. The results supported that display quality has a significant and positive influence on satisfaction more strongly compared to the influence of convenient use, convenient use has a significant and positive influence on satisfaction, and also display quality has a very significant and positive influence on convenient use. The visitors tend to evaluate convenient use to be better as display quality increases.

본 연구는 3편의 순차적 연구를 통해 대학교 체육수업과 생활체육 상황에서 적용할 수 있는 기본적 심리욕구만족 척도를 개발하고 타당화하고자 하였다. 또한, 이 척도가 자기결정이론에서 제안하는 연구모형을 얼마나 잘 설명하는지를 검증하고자 하였다. 연구 1은 심리욕구만족 척도의 3요인 구조를 반복적으로 확인하고 측정모형의 적합도와 타당화 검증단계로 연구대상은 J도에 소재한 1곳의 대학교에서 체육수업을 수강한 대학생이었다. 또한 시간에 따른 측정도구의 안정성을 검증하기 위해 검사-재검사 표본으로 40명을 선정하였다. 연구 결과 측정모형의 적합도는 양호한 것으로 나타났으며, 4개의 외적변수와의 관계를 살펴봄으로써 준거관련 타당도를 입증하였다. 또한 시간 차이에 따른 도구의 안정성도 확보하였다. 연구 2는 스포츠 동아리 활동에 참여하고 있는 347명의 대학생을 대상으로 연구 1에서 개발된 심리욕구만족 척도가 다양한 운동유형에 동일하게 적용할 수 있는지를 알아보고자 하였으며, 자기결정이론에서 제안하는 이론적 가설들을 어느 정도 설명하는지를 검증하고자 하였다. 다집단 확인적 요인분석을 통해 개인, 대인, 단체 운동유형에 동일하게 적용할 수 있는 척도임을 입증하였다. 구조방정식모형 분석을 실시하여 자율성 지지와 동기간의 관계에서 심리욕구만족의 매개역할을 살펴본 결과 심리욕 구만족은 부모와 친구의 자율성 지지와 동기유형간에 적절히 매개하는 중요한 변인임을 확인하였다. 연구 3은 연구 1과 2의 대학생 표본과는 달리 생활체육에 참가하는 성인남녀 280명을 대상으로 자율성지지, 심리욕구만족, 동기 및 심리적 웰빙간의 인과관계를 검증하고자 하였다. 구조방정식모형분석을 실시한 결과, 심리욕구만족은 동기와 심리적 웰빙 구인에 정(+)의 직접영향뿐만 아니라 자율성 지지를 경유하여 동기와 심리적 웰빙에 의미 있는 간접영향을 미치는 것으로 나타났다.

This paper aims to explore effective ways to improve inspection service and develop customer-centered inspection administration, by carrying out a case study on the K Society of Ship Inspection. The methods applied for this research project are as follows, 1) sector-based examination of the existence of the ISO 9001 system; 2) evaluation or the operation or the system; 3) conduction or a survey questionnaire with the participation of all staff and inspections institutes to analyze customer satisfaction of their inspection service, and 4) statistical analysis of the data collected from the survey questionnaire.