• Title, Summary, Keyword: quality

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Impact of Product and Service Quality on Service and Product Loyalty in a Automobile Industry (자동차의 제품 품질, 서비스 품질이 서비스 충성도, 제품 충성도에 미치는 영향에 대한 연구)

  • Bae, Hye Jeong;Rhim, Hosun;Shin, Hojung;Yang, In-Seok;Yoo, Seuck-Cheun
    • Journal of the Korean Society for Quality Management
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    • v.40 no.4
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    • pp.599-614
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    • 2012
  • Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

An Integrative Approach to the Study of 'Quality of Life' and Social Dimensions of Consumption Environmental Quality from the Social Systems Perspective (`삶의 질` 연구에 대한 통합적 접근과 사회적 시스템의 관점에서 본 소비환경의 '사회적 품질')

  • Ahn, Seung-Ho
    • Journal of the Korean Society for Quality Management
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    • v.33 no.2
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    • pp.51-63
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    • 2005
  • The clear and mechanical definition of quality is the key success factor for its wide adoption across various industries and non-profit organizations and its popularity as a managerial goal. However, 'Quality of Life'(QOL) which is a common research subject for the various social science fields seems to require a quite different conceptualization of quality. The paper is a conceptual paper which identifies the compatibility and differences between a traditional quality concept and quality in QOL studies. Also, demonstrating from the social systems perspective how quality is conceptualized in measuring the social dimensions of consumption environmental quality, the paper argues the necessity of a broadened concept regarding quality.

A Study on Quality Cost Structure for Aerospace Industries (항공기 산업의 품질비용 구조에 관한 연구)

  • Kim, Bong-Kyuen;Park, Young-Sun;Byun, Jai-Hyun
    • Journal of the Korean Society for Quality Management
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    • v.33 no.2
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    • pp.87-99
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    • 2005
  • Quality cost system is a key element of an organization's quality program. In this paper we suggest a quality cost evaluation system for aerospace industries considering the aircraft development and manufacturing processes. To reduce the cost of poor quality, we present an extended quality cost concept and detailed quality cost categories. The extended quality cost includes prevention cost, appraisal cost, failure cost, and the cost hidden in the processes. The evaluation of this extended quality cost will be helpful in identifying critical quality issues in aerospace industries.

Effect of Quality Management on the Performance: Focusing Manufacturing Companies Awarding Korean National Quality Awards (품질경영 활동이 기업의 경영성과에 미치는 영향 : 국가품질상 수상 제조기업을 중심으로)

  • Han, Sang-Hoon;Chung, Kyu-Suk;Hong, Seung-Pyo
    • Journal of the Korean Society for Quality Management
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    • v.42 no.4
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    • pp.729-746
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    • 2014
  • Purpose: This paper study the effect of the quality management on the performance among the manufacturing companies awarding the Korean National Quality Award(NQA). Methods: The data for 34 manufacturing companies are surveyed by the 7-point Likert scale and empirically tested. Results: Even among the companies awarding NQA for their excellent quality management level there are significant differences in their performance by their quality management levels. In particular, leadership and human resources categories have greater impacts on the performance. Conclusion: Even though the company awarded NQA(KQMA: Korean Quality Management Award) for its excellent quality management level, it is necessary to improve the quality management level continuously. This result supports the necessity of KQGA(Korean Quality Grand Award) which is awarded for the companies which improve quality management levels significantly after awarding KQMA.

A Review and Comparison between Quality Policy and Quality Strategy (품질정책과 품질전략에 관한 비교 및 고찰)

  • Chung, Kyu Suk;Hyun, Young Suk
    • Journal of the Korean Society for Quality Management
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    • v.43 no.3
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    • pp.313-326
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    • 2015
  • Purpose: The terminology of "policy" or "quality policy" is widely used in quality management areas. But few people know and use that word with the accurate concept. This paper compares the concepts and suggests the contents for quality policy and quality strategy. Methods: This paper compares the concepts between policy and strategy through the literatures and suggests the contents for quality policy and quality strategy by exploratory study. Results: This paper suggests the contents for quality policy and quality strategy which are useful to establish the quality planning in companies. Conclusion: Strategy and policy are intimately related, and so confused in applications, therefore distinguishing both concepts clearly is necessary for effective use of them. This paper will help the right use of both concepts by showing the examples.

A survey for research and application of quality science in CHINA

  • Xu, Jichao
    • International Journal of Quality Innovation
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    • v.1 no.1
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    • pp.38-57
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    • 2000
  • Quality science may be defined as the subject promoting both quality and productivity, which may include quality management, quality engineering and technology innovation. The research and application of quality science have been in existence for many years in China. This report first reviews its recent history as well as the analysis of the status quo. Finally, a prospectus and comments section for the future of quality science points out the development trends and its significant effectiveness on China's modem economics.

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A Study on the shift to the reliability-based defense quality policy (신뢰성 기반의 국방 품질정책 전환을 위한 방안 연구)

  • Jeong, Younggkwon;Yoo, Hanjoo;Song, Gwangsuk
    • Journal of the Korean Society for Quality Management
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    • v.46 no.2
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    • pp.193-210
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    • 2018
  • Purpose: The purpose of this study is to escape from the existing defense quality policy focused on government-led quality assurance for mass-produced items and to secure quality reliability of weapon systems through a defense quality policy paradigm shift based on designing a verification systems anchored on reliability through the enhancement of military supply quality control in the development stage, the enhancement of quality responsibility of the manufacturing contractor and other methods. Methods: For the shift to the quality-based defense quality policy, the status and the problems of the status quo are analyzed and the direction of future defense quality policy is suggested based on literature review of the concept of reliability and reliability in the field of defense, on case studies of global corporations and their quality policies, on the background on quality assurance in defense, and on case studies of quality policies in other government organizations, Results: Based on the case studies of quality policies in global corporations and other government agencies, the importance of preventive quality control from the early development stages, quality control based on the reliability of the materials and parts, and shift of the quality policy to a certification system to achieve these objectives were highlighted. Conclusion: To secure reliability of weapon system quality, the quality policy must be shifted to a system focused on reliability-based design and verification and there is a further need to enhance the operational efficiency and capacity of DTaQ based on studies and evaluation of weapon system reliability.

An Empirical Study on Customer-Oriented Quality Creation of Shoe : Focusing on Kano′s Model and QFD (제화의 고객지향적 품질창조에 관한 실증적 연구 - Kano의 모형과 QFD를 중심으로)

  • 김희탁;이종철
    • Journal of the Korean Society for Quality Management
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    • v.30 no.1
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    • pp.1-21
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    • 2002
  • The purpose of this study was to empirically examine the customer oriented quality creation by considering quality elements required by customers in the product design process. The study tried to extract attractive quality elements by using Kano's model. After identifying the elements HOQ(the house of quality) of QFD(quality function deployment) was used to identify the trend of quality elements evaluation. Test for equal means (t-test) was applied to verify the attractive quality elements of adult shoes. It made us find the customer oriented quality elements from the customer needs and latent dissatisfaction. We collected the opinions of experts on shoes and complete the cause and effect diagram and affinity diagram (KJ method). The data of the questionnaire was put to the QFD and the contents of quality elements was identified by brain storming method. We calculated indexes which were the multiplication of weight and marks of quality elements in the cross table of the HOQ by QFD. Then we tested for the equality of means between the indexes and the sum of attractive quality elements. The results for equal means were statistically significant. To create the customer quality the product design should be differentiated between the age groups over attractive quality elements.

The Influence of Service Quality, Product Quality, Price on Store Patronage for Apparel Stores (의류점포의 서비스품질, 제품품질과 가격이 점포애고에 미치는 영향)

  • 김지연;이은영
    • Journal of the Korean Society of Clothing and Textiles
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    • v.28 no.1
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    • pp.12-21
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    • 2004
  • The purposes of this research were (1) to identify service quality and apparel quality in apparel stores, (2) to examine the influence of service quality, product quality and price on customer satisfaction, (3) to examine the influence of service quality, product quality, price and customer satisfaction on repurchase intention that is important feature of store patronage. The data was collected from 435 female students, career women, and house wives using questionnaire and analyzed by frequency analysis, factor analysis, reliability analysis and regression. The results of this research were as follows: (1) Service quality in apparel stores was divided into six factors: facilities and policy/ salesperson VMD/ after service/ impression and atmosphere/ promotion. (2) Product quality was divided into four factors: objective feature/ expressive feature/ wearing sensation/ fitness. (3) Service quality, product quality, price influenced customer satisfaction. (4) Product quality, price and customer satisfaction influenced repurchase intention directly, but service quality influenced repurchase intention indirectly. (5) Service quality factors that influenced customer to have repurchase intention were facilities and policy, salesperson, and VMD. (6) Product quality factors that influenced customer to have repurchase intention were objective feature and wearing sensation.