Earticle

This paper is an empirical study especially to understand recent Chinese internet banking users" behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize thatthe service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

급속한 인터넷 발전에 따라 인터넷쇼핑몰 기술격차가 없고 진입장벽이 낮아서 업체들 간의 경 쟁이 치열해지고 있다. 이에 따라 차별화된 마케팅 전략이 필요하고 고객만족을 높이는 방법과 고 객들 간의 관계를 지속적으로 유지하는 방안을 모색해야 한다. 본 연구는 온라인쇼핑몰의 서비스품 질인 과정품질과 결과품질이 고객만족에 어떠한 영향을 미치는지 알아보고 과정품질과 결과품질이 신뢰에 어떠한 영향을 미치는지 알아보며 고객만족이 신뢰에 어떠한 영향을 미치는지 알아보고 고 객만족의 매개효과가 있는지를 살펴보았다. 제안된 모형을 검증하기 위해서 구조방정식 모형을 이 용하였다. 중국인 대상으로 설문을 실시하였다. 분석한 결과, x2(df)=239.968(142), p<0.001, GFI=0.850, CFI=0.941, NFI=0.871, RMR=0.041 등으로 나타났으며 전체모형이 적합하다고 볼 수 있다. 그리고 가설검증 결과를 살펴보면 과정품질과 결과품질이 t=6.082***(p<0.001)과 t=5.641***(p<0.001)로 분석하였으며 고객만족에 정(+)의 영향을 미치는 것으로 나타났다. 또한, 과정품질과 결과품질이 t=3.631***(p<0.001)과 t=5.191***(p<0.001)로 분석되었으며 신뢰에 정(+) 의 영향을 미치는 것으로 나타났다. 그리고 고객만족이 t=2.913**(p<0.01)신뢰에 정(+)의 영향을 미친 것으로 검증하였다. 그리고 고객만족이 매개효과가 있는 것을 확인하였다. 이러한 연구 결과 를 통해 관리자에게 마케팅 전략수립에 있어 실무적으로 효과적인 시사점을 제시하였다.

With the rapid development of the Internet, there is no technology gap in Internet shopping malls and the entry barrier is low, so competition among companies is becoming fiercer. Accordingly, differentiated marketing strategies are needed and ways to improve customer satisfaction and to maintain the relationship between customers continuously. This study looked at how process quality and result quality of service in online shopping malls affect customer satisfaction, how process quality and result quality affect trust, how customer satisfaction affects trust, and looked at the interaction effects of customer satisfaction. A structured model was used to verify the proposed model. The survey was conducted on Chinese people. The analysis results showed x2(df)=239.968(142), p<0.001, GFI=0.850, CFI=0.941, NFI=0.871 and RMR=0.041; and it may appear that the overall model is suitable. The results of the hypothesis test showed that the process quality and result quality were analyzed with t=6.082((p<0.001) and t=5.61((p<0.001) and that the process quality and result quality had a positive effect on customer satisfaction, and t=3.631*(p<0.001) and t=5.1911) It was also verified that customer satisfaction had a positive impact on t=2.913** (p<0.01) trust. It also confirmed that customer satisfaction has a mediated effect. In addition, through the research results, the manager was presented with implications in establishing marketing.

본 연구에서는 서비스 품질에 대한 문헌 연구와 전문가 집단 면접을 통하여 도서관 서비스의 품질요인을 규명하 고, 실증 연구를 통해 도서관 서비스를 구성하고 있는 품질 요인들을 위계 구조를 통해 규명하고자 하였다. 본 연 구는 도서관의 서비스 품질을 3가지 다른 차원, 즉 전반적 수준(overall level)과 차원 수준(dimension) 그리고 하위 차원 수준(subdimension)으로 제안하였다. 특히 차원 수준에서 제안한 도서관 직원의 서비스 태도 (과정 품질)와 도서관의 환경(환경 품질) 그리고 도서관에서의 정보 이용성(결과 품질)요인들이 상위 차원인 서비스 품 질에 영향을 미치는 주요 차원임을 확인하였다. 그리고 이러한 차원들의 하부7에는 SERVQUAL의 5가지 차원 및 도서관 서비스의 특성을 나태는 하위 차원들이 서로 연결되어 있음을 확인할 수 있었다. 이번 연구를 통해 도 서관 서비스 품질을 측정하기 위해 개발된 LibQUAL+에서 SERVQUAL의 차원들이 분리되지 못하고 묶인 이유 를 서비스 품질의 위계구조를 통해 규명함으로써 향후 도서관 서비스 품질을 측정하기 위한 새로운 프레임을 제 시할 수 있었다고 생각한다.

Current measurements of LibQUAL+ do not adequately capture customer's perception of service quality for library service. Through qualitative research, major factors of library service quality are derived, and a hierarchical factor structure is proposed to capture dimensions important to library visitors based on the library service quality literatures. Important factors are turned out service affect(process quality), library as place(environment quality), and information control(outcome quality). These three factors are considered to share an underlying theme as higher order factor which we call overall service quality. And we viewed three dimensions as second-order factors to 7 subdimension which were mentioned as major dimensions of SERVQUAL or LibQUAL+. It means that the service quality has hierarchical structure. Confirmatory factor analysis based on partial disaggreation technique and cross validation using a second sample support the validity of the scale and the hierarchial structure of library service quality.

Lait caille is a traditional fermented milk product in Burkina Faso. The objective of this study was to contribute to consumer acceptance of lait caille . For this purpose, the production practices in rural and urban areas were identified through semi-structured interviews, while the perceived quality of lait caille in urban area was investigated through a survey. Then, microbiological and physico-chemical parameters were analysed on samples from rural and urban sites. Finally, an attempt to improve the hygiene of the traditional processing was proposed by use of Lactococcus lactis and Leuconostoc mesenteroides stains as starter. These were previously isolated from traditional lait caille . The results on the manufacturing processes revealed from the raw milk practices of spontaneous fermentation, backslopping and contact with bacterial biofilms attached to container. The survey on perceived quality indicated that traditional lait caille possessed a niche market which could be enlarged by implementation of good manufacturing practices in the production sites. The microbiota of the end product was characterised by high loads of Enterococcus spp., Enterobacteria and Pichia spp. Fermented milks by starter cultures showed improved hygienic quality and a positive sensory appreciation. However, the use of selected strains might be followed by loss of some features of traditional lait caille , which scientists should work to resolve.

Companies adopted a program called Six Sigma, in order to make fundamental changes in the way the company operated to fulfill customers' expectations. Six Sigma reduces the occurrence of defects. This approach derives the overall process of selection the right projects based on their potential to improve performance metrics and selection and training the right people to get the business results. However, in the course of Six Sigma process steps, companies are in the face of problems. This study is to solve the problems using TP(Thinking Process) of TOC(Theory of Constraints). TOC is methodology for solving key problem in system which is called Constraints. Nowadays, its application is going to be wide and its concept is being implemented. In this paper, it is showed possibility of application TOC to Six Sigma.

Digital pathology incorporates the acquisition, management, sharing, and interpretation of pathological information, including slides and data, in a digital environment. Digital slides are created using a scanning de-vice to capture a high-resolution image on glass slides for analysis on a computer or a mobile device. Though digital pathology has drastically grown over the last 10 years and has created opportunities to support specialists, few have attempted to address its full-scale implementation in routine clinical practice. To incorporate new technologies in diagnos-tic processes, it is necessary to study their application, the value they provide to specialists, and their effects on improvements across the en-tire workflow, rather than studying a particular element. In this study, we aimed to identify what have the current digital pathology systems contributed to the pathological and diagnostic process. We retrieved articles published between 2010 and 2020 from the databases PubMed and Google Scholar. We explored how digital pathology systems can better utilize existing medical data and new technologies within the current diagnostic workflow. While the evidence concerning the effica-cy and effectiveness of digital pathology is mounting, high-quality evi-dence regarding its impact on resource allocation and value for diagno-sis is still needed to support clinical diagnosis and policy decision-mak-ing.

The National Assembly Budget Office of Korea was established 10 years ago, with the aim of supporting the budget deliberation process with expert analysis. This paper attempts to evaluate any impact that NABO has brought to the budget process of Korea. We examine the accuracy of the Administration’s macro forecasting used for the budget proposal as well as the amendment ratio of National Assembly’s budget deliberations, pre and post NABO’s establishment using simple regression model. Results show that the administration’s forecasting errors, macro or revenue, does not show any systematic decrease, while the total amendment ratio showed significant changes around the time when NABO was established. This indicates that an independent budget office’s existence can contribute to a thorough examination of a government’s budget, but more time is needed to gauge its impact clearly..

In this paper, new alignment method is proposed to align signal from crimping process with reference signal. Alignment has very important role when determining the quality of crimp using crimp force monitor (CFM) because it affects crimp parameters calculation. Due to limited time and memory, some part of the signal curve should be chosen to represent the signal in alignment process. Cross correlation and absolute differences summation are tested with several curve range variations to obtain best alignment. Alignment using the falling or right part of the signal curve utilizing absolute differences summation gives the best performance. The proposed method shows bigger and more optimal error when bad crimp is produced, especially when one wire strands cut wire is used.

Application of self-assembled monolayers (SAMs) to the fabrication of organic thin film transistor has been recently reported very often since it can help to provide ohmic contact between films as well as to form simple and effective electrode pattern. Accordingly, quality of these ultra-thin films is becoming more imperative. In this study, in order to manufacture a high quality SAM pattern, a hydrophobic alkylsilane monolayer and a hydrophilic aminosilane monolayer were selectively coated on SiO2 surface through the consecutive procedures of a micro-contact printing (μCP) and dipcoating methods under extremely dry condition. On a SAM pattern cleaned with SC1 solution immediately after μCP, poly(3,4-ethylenedioxythiophene) (PEDOT) source and drain electrode array were very selectively and nicely vapour phase polymerized. On the other side, on a SC1-untreated SAM pattern, PEDOT array was very poorly polymerized. It strongly suggests that the SC1 cleaning process effectively removes unwanted contaminants on SAM pattern, thereby resulting in very selective growth of PEDOT electrode pattern.

좋은 제품 품질은 기업의 성공을 가능하게 하는 데에 매우 필수적이기 때문에 기술 개발을 통한 제품 품질 개선 방안은 많은 최고경영자들이 숙고하는 가장 중요한 문제들 중 하나이다. 기술 개발을 통한 제품 품질 개선과 관련하여, 본 연구는 정보 기술 분야의 중소기업들의 외부 정보 네트워크의 다양성이 생산 공정 개선을 통해 제품 품질 개선에 미치는 영향에 대한 실증 분석을 시도 하였다. 본 연구는 최소자승 회귀분석을 통해 310개의 IT 중소기업을 실증 분석하여 다음과 같은 2가지 중요 사항을 조명한다. 첫째, IT 중소기업의 외부 정보 네트워크의 다양성은 기술 개발을 통한 제품 품질 개선 에 정(+)의 영향을 미친다. 둘째, IT 중소기업의 생산 공정 개선은 외부 정보 네트워크의 다양성이 제품 품질 개선에 미치 는 정(+)의 영향을 부분 매개 한다.

Good product quality is so essential to enabling firms to succeed that how to make the product quality better through technology development is one of the most important issues that many CEOs think over. With regard to the product quality improvement from firms’ technology development, this study has made an attempt to empirically investigate the effect of the external information network diversity on the product quality improvement of the small and medium-sized enterprises (SMEs) in the information technology (IT) sector, mediated by their production process improvement. This research illuminates the following two points by empirically analyzing the 310 IT SMEs through the ordinary least squares regression analysis. First, IT SMEs’ external information network diversity has a positive influence on their product quality improvement from technology development. Second, IT SMEs’ production process improvement partially mediates the impact of their external information network diversity on the product quality improvement.

본 연구의 목적은 중증장애인 보호자의 일상생활지원서비스에 대한 품질인식 과정을 근거이론 방법론으로 고찰하고 그 정책적 함의를 제시하는 것이다. 이를 위해 본 연구는 15세 이상 중증장애인의 보호자 10명을 대상으로 개별 심층인터뷰와 중증장애인 보호자 6명을 대상으로 초점집단인터뷰를 진행하였다. 이후 인터뷰의 녹취록을 Strauss와 Corbin(1998)의 근거이론방법을 적용하여 분석하여 총 138개의 개념과 29개의 하위범주 그리고 13개의 범주를 도출하였다. 그리고 이 과정에서 도출한 다양한 현상들의 중심범주로서 중심현상은 ‘기대와 현실의 괴리’로 상정하였다. 이는 중증장애인의 보호자가 일상생활지원서비스에 대해 가졌던 기대와 이에 미치지 못하는 서비스의 질 그리고 서비스 이용과정에서 나타난 갈등을 종합한 개념이다. 이후 중심현상에 영향을 미치는 인과적조건, 맥락적조건, 상호작용과 이를 다루기 위한 전략, 결과를 논리적으로 배열하였다. 그리고 15세 이상 중증장애인 보호자의 서비스 품질인식 과정을 “기대와 현실을 조율하며 서비스 품질에 대한 인식 수정하기”로 설정하였다. 결론에서는 분석결과를 바탕으로 하여 이용자 중심의 품질관리를 위해 서비스 성과 이외에 ‘과정에 대한 정책적 관심’, ‘이용자 참여의 강화’, ‘장애인과 보호자의 자조활동 지원’ 등이 필요함을 제시하였다.

The objectives of this study were to consider the quality of Daily Life Support Services for the Disabled perceived by guardians of the severely disabled over the age of 15 and to provide policy implications. For these purposes, this study conducted in-depth interviews with 10 guardians of the severely disabled over the age of 15 and focus group interviews with 6 guardians of them as a secondary sample group. Subsequently, the recorded interviews were analyzed by applying the grounded theory method proposed by Strauss and Corbin (1998), and then 138 concepts, 29 subcategories, and 13 categories were derived. In addition, as a central category of phenomena derived in this process, the central phenomenon was assumed as a ‘gap between expectation and reality’. And this study logically arranged human and contextual conditions affecting this central phenomenon, interactions by the central phenomenon, strategies to deal with them, and final results of service use. Furthermore, based on these results, this study analyzed the service usage process as a “process of balancing expectation and reality and changing perceptions of services”. In conclusion, based on this analysis, this study suggestedrovided ‘policy interest in service delivery process’, ‘enhancement of user-participation’, and ‘need to support self-help activities’ as a plan for the realization of government-led user-oriented quality control.

The low quality fresh ginseng was extracted by water at 80℃ and 240 bar for 20 min (HPE, High pressure extraction process). The cytotoxicity on human normal kidney cell (HEK293) and human normal lung cell (HEL299) of the extracts from HPE showed 28.43% and 21.78% lower than that from conventional water extraction at 100℃ in adding the maximum concentration of 1.0 ㎎/㎖. The human breast carcinoma cell and lung adenocarcinoma cell growth were inhibited up to about 86%, in adding 1.0 ㎎/㎖ of extracts from HPE. This values were 9-12% higher than those from conventional water extraction. On in vivo experiment using ICR mice, the variation of body weight of mice group treated fresh ginseng extracts from HPE of 100 ㎎/㎏/day concentration was very lower than control and other group. The extracts from HPE was showed longer survival times as 35.65% than that of the control group, and showed the highest tumor inhibition activities compared with other group, which were 70.64% on Sarcoma-180 solid tumor cells. On the high performance liquid chromatogram (HPLC), amount of ginsenoside-Rg2, Rg3, Rh1 and Rh2 on fresh ginseng were increased up to 43-183% by HPE, compared with conventional water extracts. These data indicate that HPE definitely plays an important role in effectively extracting ginsenoside, which could result in improving anticancer activities. It can be concluded that low quality fresh ginseng associated with this process has more biologically compound and better anticancer activities than that from normal extraction process.

부존자원의 대량소비로 인해 자원고갈 문제와 이에 따라 발생하는 폐기물처리 문제가 대두되고 있는 가운데 두 가지 문제를 동시에 해결하기 위해 현재의 사회구조를 자원소비형에서 자원순환형으로 변화하기 위한 노력이 진행되고 있다. 이런 노력의 일환으로 국내 발생 폐기물 중 가장 높은 비중을 차지하고 있는 건설폐기물에 관심이 급증하고 있지만 종합적인 처리에 대한 연구는 미흡한 실정이다. 본 연구에서는 건설폐기물의 가장 많은 단일 물질인 폐콘크리트의 자원순환을 위한 고품질 순환골재 생산 공정 연구를 진행하였다. 굵은 골재, 잔골재, 시멘트 등이 수화물의 형태로 결합되어 있는 폐콘크리트를 가열전처리 방법과 Autogenous mill을 이용한 단체분리를 통해 고품질의 콘크리트용 순환 굵은 골재를 회수하였으며, 파분쇄 후 생산된 폐콘크리트 미분은 sink/float 분리를 통한 비중분리 특성을 파악한 후 간섭침강분리를 통해 정제과정을 거쳐 고품질의 콘크리트용 순환 잔골재를 생산하였다. 따라서 본 연구를 통해 전체 건설폐기물 중 가장 높은 비중을 차지하는 폐콘크리트를 고품질 순환골재로 재활용 할 수 있는 자원순환형 처리 공정을 개발하였다.

To solve resource exhaustion and waste management problems caused by mass consumption, there are many efforts to change from resource consumption system to recycling system. Specially, interests about management of construction waste have increased, but efficient recycling system of waste concrete is not established yet. In this study, high quality recycled aggregate processing circuit was developed to recycle waste concrete. From the waste concrete which is a hydrated compound with coarse aggregate, fine aggregate, and cement material, high quality recycled coarse aggregate for concrete making was produced by autogenous milling and heat pretreatment method. After then, refinement process was performed to separate fine aggregate and cement material from waste concrete fines by sink float separation and hindered-settling separation. As a result, high quality recycled aggregate was produced from waste concrete by developed processing circuit.

This study was performed to enhance contents of low molecular ginsenoside using steaming and fermentationprocess in low quality fresh ginseng. For increase in contents of Rg2, Rg3, Rh2 and CK in low quality fresh ginseng, a steamingprocess was applied at 90℃ for 12 hr which was followed by fermentation process at Lactobacillus rhamnosus HK-9incubated at 36℃ for 72 h. The contents of ginsenoside Rg1, Rb1, Rc, Re and Rd were decreased with the steaming associatedwith fermentation process but ginsenoside Rg2, Rg3, Rh2 and CK increased after process. It was found that under thesteaming associated with fermentation process, low molecule ginsenosides such as Rg2, Rg3, Rh2 and CK were increased as3.231 ㎎/g, 2.585 ㎎/g and 1.955 m/g and 2.478 ㎎/g, respectively. In addition, concentration of benzo[α]pyrene in extracts ofthe low quality fresh ginseng treated by the complex process was 0.11 ppm but it was 0.22 ppm when it was treated with thesteaming process. This result could be caused by that the most efficiently breakdown of 1,2-glucoside and 1,4-glucoside linkageto backbone of ginsenosides by steaming associated with fermentation process. This results indicate that steaming processand fermenration process can increase in contents of Rg2, Rg3, Rh2 and CK in low quality fresh ginseng.

본 연구는 8단계 소프트웨어 프로세스 모델을 제시하고 그 중 중요한 역할을 수행하는 SCM 프로세스를 소개한다. 끝으로 소프트웨어 프로세스개선 모델인 CMM, SPICE, IS0/IEC 12207, ISO 9000-3을 소개한다.