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REFERENCE LINKING PLATFORM OF KOREA S&T JOURNALS
> Journal Vol & Issue
Journal of the Korean society for quality management
Journal Basic Information
Journal DOI :
The Korean Society for Quality Management
Editor in Chief :
Volume & Issues
Volume 39, Issue 4 - Dec 2011
Volume 39, Issue 3 - Sep 2011
Volume 39, Issue 2 - Jun 2011
Volume 39, Issue 1 - Mar 2011
Selecting the target year
A Study on the Effect of Service Providers'Personality on Service Training Performance
Kim, Min-Joo ; Park, Jong-Woo ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 1~14
This study investigates the future direction of service training performance and employment of service oriented employees by examining the element of personality which affects the results of service training performance. The empirical analysis of the study is as follows: First, regarding the effect of an employee's personality on the results of service training performance, ambition and prudence influenced their training performance. Second, according to the verification of whether the number of service training could affect the relation between personality and service training performance, it was found that ambition, sociability, and intellectual curiosity were moderated effect. Third, a study on whether the academic qualification of employees could affect the relation between personality and service training results showed that it had no relation with academic backgrounds.
A Study on Revisiting Intentions of Medical Institution Customers and Service Quality Factors Influencing Word-of-Mouth Effect
Kim, Kyoung-Hwan ; Chang, Young-Il ; Jung, You-Soo ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 15~23
The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.
Quality Determinants and Customer Satisfaction in Consulting Service for Small and Medium Sized Company
Chang, Young-Soon ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 24~33
This paper investigates the quality determinants in the consulting service for small and medium sized company. The results of the analysis show that the quality dimension is composed of two factors, consulting skills and interaction, and consulting skills are composed of understanding, expertise, and reliability. Also, this paper examines how the quality factors affect customer satisfaction and loyalty using a structural equation model. The result shows that all consulting skills affect customer satisfaction and customer satisfaction affects customer loyalty. The consulting results have an effect on customer satisfaction but have no direct influence on customer loyalty.
The Importance-Performance Analysis(IPA) of Service Quality According to Buying Experience of Rail Tours
Ju, Yong-Jun ; Lee, Yong-Chul ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 34~44
In this research, the selection of rail tour items of importance and achievement of service quality will be different 'analysis under the assumption that the relationships between them, were studied. Through this research, managers' subjective judgments of the customer rather than by a judge, ie, the true value to our customers think of the rail service quality for tourism products is crucial to develop the important elements. In addition, market-oriented thinking is to present the basic data of the transition. To summarize the conclusions of this paper is as follows. First, what tourists are seeking, constant research and improvement of tourism services should be looking for ways. Secondly, the focus on service quality aspects of products and the urgent need to identify the side of part "Concentrate Here" and "Possible Overkill" by reducing the effort to improve the efficiency of management is considered to be accelerated. Finally, most point in terms of focus and means of transport for the tourism sector as well as the railway tourism products, using the railway as a tourism product now on tour items should be changed.
Key Factors for Invigorating Customer Satisfaction Management from TQM Perspective
Suh, Chang-Juck ; Hwang, Hye-Mi ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 45~56
The purpose of this research is to find key factors to invigorate customer satisfaction management from TQM perspective. Consequently, the results show that CS leadership has an effect on team competency, CS evaluation and feedback, and customer information system positively. Team competency and CS evaluation and feedback take positive effects on improving activities for customer focus. Improving activities for customer focus takes positive effects on result of customer satisfaction significantly.
A Study on an Asymmetric Relationship between Quality Attribute and Customer Satisfaction
Baek, In-Gie ; Chun, Young-Ho ; Lee, Chun-Seon ; Choi, Young-Lak ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 57~70
The paper presents the results of a study on the determinants of customer satisfaction for a retail bank using the data of 2009 NCSI(National Customer Satisfaction Index, KPC). In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 1635 customers of 6 Korean banks confirms an asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and practical implications for banking services are reported in the conclusions.
Economic Design of Zero-Failure Reliability Qualification Test
Kwon, Young-Il ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 71~77
In the fields of reliability application, the most commonly used test methods for reliability qualification are zero failure tests since they require fewer test samples and less test time compared to other test methods that guarantee the same reliability with a given confidence level. An economic zero failure test plan is developed that minimizes the total cost related to perform a life test to guarantee a specified reliability of a product with a given confidence level and a numerical example is provided to illustrate the use of the proposed test method.
A Study of Perceptual Difference about Service Quality between Service Providers and Users - Focused on the Administrative Services of University -
Park, Eui-Jung ; Yoo, Han-Joo ; Song, Gwang-Suk ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 78~89
A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.
Development of Job Satisfaction Measurement Model Using Structural Equation Model
Chun, Young-Ho ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 90~97
The purpose of this study is to analyze various factors comprising a job satisfaction; determine possible factors that affects job satisfaction. Job satisfaction model is designed to evaluate major factors, such as job stress and strength, and to assess relationship between these factors. Partial least squares algorithm is used to develop a job satisfaction measurement model. To evaluate validity of developed model, survey data of health insurance review and assessment service is to applied.
A symbiotic evolutionary algorithm for the clustering problems with an unknown number of clusters
Shin, Kyoung-Seok ; Kim, Jae-Yun ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 98~108
Clustering is an useful method to classify objects into subsets that have some meaning in the context of a particular problem and has been applied in variety of fields, customer relationship management, data mining, pattern recognition, and biotechnology etc. This paper addresses the unknown K clustering problems and presents a new approach based on a coevolutionary algorithm to solve it. Coevolutionary algorithms are known as very efficient tools to solve the integrated optimization problems with high degree of complexity compared to classical ones. The problem considered in this paper can be divided into two sub-problems; finding the number of clusters and classifying the data into these clusters. To apply to coevolutionary algorithm, the framework of algorithm and genetic elements suitable for the sub-problems are proposed. Also, a neighborhood-based evolutionary strategy is employed to maintain the population diversity. To analyze the proposed algorithm, the experiments are performed with various test-bed problems which are grouped into several classes. The experimental results confirm the effectiveness of the proposed algorithm.
Research on different expectations on recognition of innovative activities
Kim, Kwang-Soo ; Choi, Sang-Hak ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 109~119
This study distinguished innovation activities into 3 main things (sustainability management activity, management innovation activity and quality innovation activity). Performance differences among those 3 innovation activities are again distinguished into 4 things (affecting on sales revenue, increasing productivity, improving its corporate image and cost reduction) to demonstrate recognition of performance. We also demonstrated difference of performance between manager and other workers.
A Study on the PL Response by Integrated Management System
Kim, Kwang-Soo ; Lim, Gab-Chul ; Chung, Soon-Suk ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 120~130
The purpose of this study is to offer the integrated model of the product safety management system, ISO 9001 Quality Management System, ISO 14001 environmental management system and OHSAS 18001 Occupational Health and Safety Management System and to present its management plan. In order to cope with effectuation of the Product Liability, studies were conducted to construct an integrated system and to find strategies of companies.
A Study on Quality Assurance in Auto-parts Research & Development Stage with APQP and DFSS
Lee, Kang-In ; Kim, Jae-Hyu ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 131~140
Today, due to the global recession car sales have been decreased rapidly and auto makers are competing continuously to expand their market share. Automakers are struggling in order to secure competitive cost and quality through continuous cost reduction and quality innovation activities to win in the competition. In this situation, auto parts makers are trying to reinforce price competitiveness by reducing COPQ (Cost Of Poor Quality) in the mass production stages by securing the quality of components in advance from the design stage through DFSS (Design For Six Sigma) activities which is 6 sigma approach in the R&D field. However, auto parts makers have been undergone various confusion, feeling difficulties to get interrelationship among various activities. Thus, this study is going to suggest approach method for much more effective R&D activities by securing interrelationship between ISO/TS 16949 system established in the auto parts industry and DFSS activities.
An Integrated Management System for KS and ISO 9001 Certification
Yun, Won-Young ; Kim, Sang-Hun ; Nam, Ho-Soo ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 141~154
In spite of some similarities between KS(Korean Industrial Standards) certification audit criteria and ISO 9001 certification requirements, most of companies manage the two certification systems independently. In this study, we analyze two certification systems, find common points and propose a model or guideline of the integrated system management for small companies. This research compares KS criteria with ISO requirements in detail. A survey is carried out to check and review the situation of the manufacturers which obtain both KS and ISO 9001 certification. Survey results show that there is a small difference in certification management according to company's size, but some benefit points of the integration management regardless of company's size.
An Empirical Study on effect of Education Service Quality which Influence Re-Use and Customer Satisfaction - Focusing on E life-long Education Center -
Kim, Jie-Hyun ; Ree, Sang-Bok ;
Journal of the Korean society for quality management, volume 39, issue 1, 2011, Pages 155~166
In this research, we study on to find the inter-relation among education service quality and customer satisfaction and re-use focusing on E life-long education center. Education service quality consists of four factors such as training center's facility, trainer, employee's service and operating service. As like the results of this research, we found that three factors of education service quality such as facility, trainer and operating service give a positive effect to customer satisfaction and also we found that customer satisfaction gives a positive effect to re-use.