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        은행의 거래요인 별 소비자만족과 소비자불만대응 : 정보제공만족도에 따른 차이를 중심으로

        황혜선,조연행 한국소비자정책교육학회 2015 소비자정책교육연구 Vol.11 No.1

        정보비대칭은 소비자의 합리적인 선택을 저해하고 나아가 소비자가 자신의 권리를 인식하고 이를 수호하기 위 한 행동을 취하는 데에도 부정적인 영향을 미친다. 특히 금융서비스의 경우 복잡하고 전문적인 구조를 가지기 때 문에 소비자에게 정보가 제공되더라도 이를 충분히 활용하는 데 어려움이 따른다. 더욱이 다른 재화나 서비스의 거래와는 달리 소비자가 제한적인 교섭력을 가진다는 점에서 소비자의 거래상 지위는 취약하다고 할 수 있다. 그 러나 취약한 거래지위로 인해 발생하는 문제를 정부의 규제나 관리감독만으로 해소하기 어렵다는 점에서 소비자 들의 자구적 노력이 요구된다. 본 연구에서는 금융서비스를 이용하는 소비자가 경험하는 불만과 소비자 스스로 문제를 해결하기 위한 노력인 소비자불만대응행동을 살펴보고자 하였다. 이때 소비자에게 제공된 정보에 대한 만 족수준이 불만대응행동에 미치는 영향을 규명함으로써 정보비대칭 환경에서의 금융소비자보호와 권익수호를 위한 정책적 제안을 하고자 하였다. 연구결과 은행서비스에서 가장 불만족한 거래요인은 수수료에 관한 것으로 나타났 으며, 50대 이상의 연령집단에서 무인화서비스에 대한 소비자만족이 유의하게 낮은 것으로 나타났다. 소비자의 불만대응행동의 적극성은 비교적 낮은 수준으로 나타났으며, 상대적으로 연령이 낮은 집단이 적극적인 불만대응 을 하지 않는 것으로 나타났다. 불만 경험 시 민원을 제기한 창구에 따라서는 민간소비자단체의 민원처리 만족도 가 가장 높았다. 적극적인 불만행동에 고객서비스 만족수준이 정적 효과를 미치는 것으로 나타났으며 상품만족도 와 정보제공만족도의 상호작용효과가 검증되었다. 분석결과를 토대로 금융거래 시 소비자의 불만이 제대로 표출 되고 적극적으로 해결하도록 유도하기 위한 금융서비스 제공자와 소비자 측면의 정책 방안을 제안하였다. Asymmetric information impedes consumers’ rational decision and has a negative effect on consumers to protect their own rights. This problem has been more critical for financial services because it is hard to grasp the services even if they have proper information due to the lack of expertise in the finance. Moreover, consumers have limited bargaining power compared to financial service suppliers, which differs from consumer market of general products and services. In these circumstances, consumers’ position in the market becomes weaker than the suppliers. These circumstances must be solved not only by the governmental regulations but also by consumers’ self-helping efforts. In this study, consumers’ self-helping efforts were regarded as active consumer complaint responses. The effect of consumer satisfaction of information provided by financial service entities was examined to suggest consumer policy in order to alleviate asymmetric information and to protect consumer rights in the financial service market. The results are as follows. First, the most discontented factor of banking service was related to the banking commission. Second, older group (above 50) has lower satisfaction level than other age groups for the electronic banking services such as internet-based or mobile-based banking services. The level of consumer complaint response was lower for young consumers even though they also have dissatisfaction with the financial services. Consumers have expressed their dissatisfaction by several ways: financial service suppliers, government organizations, or consumer organizations. The most satisfying way was contacting consumer organizations. Consumer satisfaction of suppliers’ customer service has a positive effect on consumers’ active complaint response. The moderating effect of information satisfaction was verified. The level of consumer complaint response was much higher when consumers are less satisfied with the information provided from suppliers. This result implies that consumer information has an important role to make consumer more active to their dissatisfaction, which concludes that consumer complaints are explicitly addressed first, and furthermore, it is possible to promote a favorable financial environment for consumers.

      • KCI등재

        무용의 대중화를 위한 학원교육의 방향

        황혜선 사단법인 인문사회과학기술융합학회 2019 예술인문사회융합멀티미디어논문지 Vol.9 No.11

        Dance plays a major educational role in schools, but in reality, there exists a lack of full-time dance teachers as well as sufficient education or school facilities. For this reason, the number of private dance academies is increasing. However, in fact, the education of infant ballet or entrance examination is not much helpful popularizing adult ballet. In order to expand the role of private dance academy for the popularization of dance, it is necessary to publicize the benefits of dance and develop various programs that meet the needs of students and the public. Therefore, by incorporating “individualized class model education” and “individual meaning learning model”, we develop educational programs of the institute that realize the systematization and gradation of classes for adults and recruit classes that can directly experience popular performances and works. The current study suggests development of a program designed to increase a sense of intimacy with dance that public has. 무용은 학교에서 주요한 교육역할을 담당하나 현실은 무용전담교사의 부족, 교재나 학교시설의 미비로 인하여 충분한 교육이 이뤄지지 못하고 있다. 이러한 이유로 사설 무용학원을 찾는 경우가 점점 늘어가고 있으나, 실상은 유아발레나 입시 위주의 교육을 하고 있기 때문에 성인을 위한 발레의 보급이나 대중화에는 크게 도움이 되지 않는 실정이다. 무용의 대중화를 위한 사설 무용학원의 역할을 확대하기 위하여 무용의 이로운 점 등을 널리 홍보하며 특히 학원 무용교육에 참여하는 학생이나 일반인들의 욕구에 맞는 다양한 프로그램을 개발하여야 한다. 따라서, “개별화 수업모형교육”과 “개인의미 학습모형”을 구체화하여 성인을 대상으로 한 수업의 체계화와 단계화가 실현된 학원의 교육프로그램과 대중적인 공연이나 작품 등을 직접 경험할 수 있는 수업을 모집· 개설하여 무용에 대한 친밀도를 높이는 프로그램도 만들어야 할 것이다. 아울러 사설 무용학원의 경영 환경에 대한 연구가 필요하며 경영 활성화를 위한 프로그램의 개발도 함께 이루어져야 할 것이다.

      • KCI등재

        교사들의 아침식사행동 및 이상적 아침식사 유형을 위한 연구

        황혜선,이진실 대한지역사회영양학회 1999 대한지역사회영양학회지 Vol.4 No.4

        We studied teachers' breakfast habits and their preferences on various breakfast types so that we will furnish data to nutrition education including ideal breakfast habit and development of various menus. The meal considered as most importantly were dinner (66.2%), fellowed by lunch(21.6%), all three meals(6.4%) and breakfast(5.8%). Men considered breakfast more importantly than women. On the contrary, women considered dinner more significantly compared to men. The group aged 45 and over emphasized breakfast and all three meal. 78.1% of subjects answered that breakfast is necessary and 61.5% of subjects ate breakfast regularly. Those who have breakfast regularly was lower in women(50.0%) than in men(71.3%). Instead, those who eat breakfast irregularly or skipping it was higher among women(50.0%) than among men(29.7%). The percentages of having breakfast regularly was higher in older groups. For breakfast, 82.1% of subjects had conventional meal which included rice, soup and Kimch. On the other hand, 13.9% of subjects had Western style breakfast such as bread, cornflakes and milk. The major reason for eating breakfast regularly was answered as 'maintain health(71.8%)'. The major reason for eating breakfast irregularly or skipping was 'don't have enough time to eat(48.0%)', 'poor appetite(28.6%)'. The major physical discomfort after skipping breakfast was 'experience brash(35.6%)', 'lack of physical strength(35.1%)'. Subjects answered that breakfast served as 'source of physical strength(64.9%)', 'provides nutritional balance for a day(21.1%)' and 15.0% of subjects ate out breakfast. Therefore, it is suggested that teachers as well as school children be provided breakfast and snack in school. The preference and opinion regarding breakfast types wer conventional food including rice, soup and Kimch(67.0%). There was a little preference in Western style food such as bread, milk and coffee(14.3%), cereals mixture and porridge(10.7%). It was noticeable that 49.1% of females and those who reside in Seoul(42.2%) selected various breakfast types excluding conventional food. Therefore it will be accepted to working women as breakfast if it is nutritionally balanced and cook well in short time.

      • KCI등재

        Digital Tomosynthesis of the Chest: Comparison of Patient Exposure Dose and Image Quality between Standard Default Setting and Low Dose Setting

        황혜선,정명진,이경수 대한영상의학회 2013 Korean Journal of Radiology Vol.14 No.3

        Objective: To determine the optimum low dose (LD) digital tomosynthesis (DT) setting, and to compared the image quality of the LD DT with that of the standard default (SD) DT. Materials and Methods: Nine DT settings, by changing tube voltage, copper filter, and dose ratio, were performed for determining the LD setting. Among combinations of DT setting, a condition providing the lowest radiation dose was determined. Eighty artificial nodules less than 1 cm in diameter (subcentimeter nodules: 40, micronodules less than 4 mm: 40) were attached to a Styrofoam and a diaphragm of the phantom. Among these, 38 nodules were located at the periphery of the lung (thin area) and 42 nodules were located at the paravertebral or sub-diaphragmatic area (thick area). Four observers counted the number of nodules detected in the thick and thin areas. The detection sensitivity in SD and LD settings were calculated separately. Data were analyzed statistically. Results: The lowest LD setting was a combination of 100 kVp, 0.3 mm additional copper filter, and a 1 : 5 dose ratio. The effective dose for the LD and SD settings were 62 μSv and 140 μSv, separately. A 56.7% dose reduction was achieved in the LD setting compared with the SD setting. Detection sensitivities were not different between the SD and the LD settings except between observers 1 and 2 for the detection of micronodules in the thick area. Conclusion: LD DT can be effective in nodule detection bigger than 4 mm without a significant decrease in image quality compared with SD DT.

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