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The Empirical Study on Quality Strategies (품질전략에 관한 실증적 연구)

  • Lee Wang-Tak
    • Management & Information Systems Review
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    • v.6
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    • pp.187-204
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    • 2001
  • As a competition between a country and a company becomes fierce and the quality information, reliability and quality guarantee of a product are more emphasized, quality has become an important strategic task of a company. A company today has a strategic quality management system for quality improvement in order to perform such a strategic task. The content of this are as follows. Classify the types of quality strategy of our manufacturing companies when the necessity of a strategic quality management increases in order to adapt to a rapidly changing management environment and study the characteristics of a quality management activity factor of quality strategy. The content and meaning of this analysis are summarized as follows. Confirmed qualify management activity in which quality strategy could be used by analyzing the effects by tendency of a quality management activity factor by quality strategy. It was a product/service factor that a quality management activity factor contrasted most clearly by tendency of quality strategy. Also, it can be said that this study set the foundation of quality strategy of our manufacturing company in a methodological way because this can be used in developing the theory and model of quality management and in verifying them by confirming and embodying the main area for successful quality management through comparing and analyzing factors related with main areas of quality management.

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A Study on the Influence of Customer Quality, Physical Quality and Service Provider Quality on Hotel Quality (고객의 질, 물리적 품질, 서비스제공자 품질이 호텔 품질에 미치는 영향에 관한 연구)

  • Shin, Chul-Ho
    • Journal of the Korea Society of Computer and Information
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    • v.13 no.5
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    • pp.315-321
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    • 2008
  • This study aims to verify the effect in the estimation of hotel service quality by analyzing the influence and the interrelation of Customer Quality, Physical Quality and Service Provider quality regarding Hotel Qualify. The result of the research shows that with regard to the influence on hotel quality, service provider quality ranks most high, physical quality second, customer quality of manner third, and customer quality of appearance fourth in order. The physical factors in the interrelation among variables rank most high. This result derives from finding the fact that customer quality is an important influential factor in the constructional dimension of hotel service quality.

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The Association between Medical Service Quality, Consumer Satisfaction, Service Value and Customer Loyalty of Dental Patients (치과내원환자가 인지하는 의료서비스 품질과 고객만족, 서비스가치 및 고객충성도와의 관계분석)

  • Lee, Byung-Ho;Choi, Yu-Jin
    • The Korean Journal of Health Service Management
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    • v.8 no.2
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    • pp.89-100
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    • 2014
  • The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

Development of Quality Management Standards and Evaluation Tool for the Quality Improvement of Hospital Food and Nutrition Services (병원 급식.영양 서비스 향상을 위한 질 관리 기준 및 질 평가 도구의 개발)

  • 이소정
    • Journal of Nutrition and Health
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    • v.33 no.5
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    • pp.548-555
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    • 2000
  • The purpose of this study were to : a) establish quality managements standards and performance indicators in order to define the concept of the hospital food and nutrition services, b) develop a self evaluation tool for quality management applicable to dietetic department's CQI program on the basis of the estabilished quality management standers, c) investigate the factual quality of hospital food and nutrition services throught the result of the application study of the quality management tool and the perceived quality by the patients servery, and d) verify the validity of the quality management tool through analysing the correlation between the factual quality and the preceived quality. The quality management standards were classifie dinto 3 parts, 'Nutrition Care', 'Foodservice Operation', and 'Management Function'. There consisted of 72 quality management standards and 293 performance indicators. The developed quality evaluation tool using 5-Likert scale was performance at 45 general hospitals over 400 beds in Seoul and Kyungki-do. Also, 1,573 patients in 42 hospitals were participated in the patient survey. The result of quality evaluation tool application study showed that 17 standards were relatively high(more than 4.5) and 22 relatively low(less than 4.0) in score. The categorical mean scores of $\ulcorner$Nutrition Care$\lrcorner$, $\ulcorner$Foodservice Operation$\lrcorner$and $\ulcorner$Management Function$\lrcorner$ were respectively 60.7, 162.8, and 73.5 Each mean score was conversed to 81.0, 83.5, and 81.7 on the basis of 100 point scale, but the range of score was very wide between hospitals. The Cronbach's $\alpha$ was more than 0.6 in 59 quality management standards, this result verified reliability of the quality management tool was proved. The factual quality showed positive correlation with the perceived quality. Therefore, this result verified the criterion validity of the quality management tool.

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Development and Application of Service Quality Model for Public System (공공제도 서비스품질 모델의 개발과 적용)

  • Lee, Jae Yul;Park, Geun-Wan;Hwang, Seung-June
    • Journal of the Society of Korea Industrial and Systems Engineering
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    • v.40 no.1
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    • pp.150-164
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    • 2017
  • The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

An Application of Two-Dimensional Concept of Quality for Improving the Service Quality at Small & Medium-sized Foreign Language Institute (중소 외국어 교육기관의 서비스품질 제고를 위한 二元的 품질개념의 적용)

  • 유한주
    • Journal of the Korean Society for Quality Management
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    • v.29 no.4
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    • pp.170-178
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    • 2001
  • The objectives of this paper are to introduce some characteristics of two-dimensional concept of quality and to find out the possibility of the application of two-dimensional quality concept for improving the service quality. The concept was applied to small & medium-sized foreign language Institute. In order to select some service quality dimensions and decide attractive qualify factors among numerous factors, factor analysis and frequently analysis were used. The result. is that all quality factors in empathy dimension are identified as attractive quality factors. This implies that customization program is necessary in small & medium-sized foreign language institutes for improving their competitiveness. However, all quality factors in tangibles dimension are identified as must-be quality factors.

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A Study on the Measurement of Service Quality in High-Speed Internet Access Service: Scale Development and Effect Analysis (초고속인터넷서비스 서비스 품질 측정에 관한 연구: 척도개발 및 효과분석)

  • 조호현;홍성태
    • Journal of the Korean Society for Quality Management
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    • v.30 no.2
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    • pp.160-180
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    • 2002
  • This is an exploratory research to examine the high-speed Internet access service's quality There are relatively scanty studies on telecommunication service quality such as the high-speed Internet access service. It has long been considered that service qualify are composed of process quality and outcome quality. Conducting an empirical research, we proposed that traditional outcome quality should be segmented with technical quality and outcome quality. Outcome quality is related to meeting consumer's needs to seek terminal value. In this paper, we explore to diagnose the well-known SERVQUAL's applicability to telecommunication industry and suggest some strategic and practical implications.

The Moderated Effect of Quality Management Program on the Efforts of Quality Management to Performance (품질경영 활동이 성과에 미치는 영향에 대한 품질경영 프로그램의 조절효과에 대한 관한 연구)

  • Kwon, Yeong-Hoon
    • Journal of the Korean Society for Quality Management
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    • v.34 no.3
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    • pp.41-50
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    • 2006
  • This paper analyses the moderated effect of quality management program on the efforts of quality management to performance using a sample of 300 Korean manufacturing firms. Result shows that (1) quality management efforts does not effect to engineering quality performance and managerial quality performance does effect to customer performance, and (2) customer performance does not effect to management performance. And quality program has a moderated effect between quality efforts and quality performance. The result shows that there is no direct link between engineering quality performance and management performance.

The Effect of Quality Circle Activities upon Quality Circle Performance and Business Performance (품질분임조 활동이 품질분임조 성과 및 기업의 경영성과에 미치는 영향)

  • Choi, Jin-Young;Lee, Sang-Chul;Kim, Kwang-Yong;Park, Sang-Chan;Suh, Yung-Ho
    • Journal of the Korean Society for Quality Management
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    • v.39 no.2
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    • pp.188-198
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    • 2011
  • The purpose of this research is to identify the effect of quality circles activities upon quality circles performance and business performance. Empirical results indicate that quality circle activities influence on quality circles performance in both individual and enterprise level, Quality circles performance influences on not employment satisfaction but customer satisfaction, business performance (profitability and market values) of companies with quality circles is higher than that of companies without quality circles. In conclusion, quality circle activities influence on quality circles performance that effect on business performance.

Analysis on Monitoring Results of Korean Soil Monitoring Network (토양측정망 운영 결과 분석 연구)

  • Jeong, Seung-Woo
    • Journal of Soil and Groundwater Environment
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    • v.15 no.2
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    • pp.18-23
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    • 2010
  • Usability of soil quality monitoring network for ascertaining soil quality changes was evaluated by analysing soil quality monitoring results. Tolerance limits of soil quality monitoring results from 1997 to 2007 were calculated and compared with Korean soil quality standards. This study determined that soil quality was changed if the upper 95% tolerance limit value was greater than the soil quality standard. Fluoride most frequently exceeded the soil quality standard and nickel, zinc, arsenic, copper, lead and cadmium were followed. Analysis on land use showed that tolerance limits of industrial land use most frequently exceeded the soil quality standards and residential, road and various land uses then frequently exceeded. Tolerance limits of land uses expecting high contaminant loads frequently exceeded the soil quality standards. This fact imply that the soil quality monitoring network generates reasonable data to represent change in Korean soil quality. This study also suggested that representative sampling from well identified points should be done to improve data reliability and accurately ascertain soil quality changes.