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해운서비스 품질이 고객만족과 충성도에 미치는 영향에 관한 실증연구
김광익(Kwang-Ik Kim),신한원(Han-Won Shin),이순환(Soon-Hwan Lee) 한국항만경제학회 2009 韓國港灣經濟學會誌 Vol.25 No.1
본 논문에서는 해운서비스의 가장 기초적이고 중요한 소비자인 수출입업자들과 중간 공급자이면서 동시에 중요한 소비자인 복합운송주선인들을, 해운기업을 기본 공급자로 보았을 때, 큰 의미의 같은 해운서비스의 소비자로 보고 동일한 설문지를 작성하여 조사하였고, 본 연구의 목적을 체계 있게 구성하기 위해 문헌연구도 병행하였다. 서비스 품질을 측정하는 방법으로는 SERVPERF 모델을 사용하였다. 지각된 해운서비스에 대한 고객만족과 고객충성도 간의 관계에 대한 개념적 모형과 연구가설을 설정하였으며, 이렇게 설정된 연구가설을 검정하기 위해 고객인 수출입업체와 복합운송주선업체의 해운서비스 구매 담당 부서 임직원들, 실무 담당사원들을 중심으로 설문조사를 실시하였다. 본 연구의 실증분석 결과를 통해서 다음과 같은 시사점을 도출하였다. 첫째, 서비스 품질의 5가지 차원인 유형성, 신뢰성, 반응성, 확신성, 공감성을 사용한 SERVPERF 척도가 해운서비스 품질의 경우 요인분석 결과 명확히 5개 차원으로 구분되지 않았다. 선행연구들도 2개, 4개 등으로 나타났는데, 본 연구의 결과는 3개 차원이었다. 유형성은 ‘유형성’, 신뢰성과 응답성은 하나로 묶어져서 본 연구에서는 ‘신뢰성’으로 명명하였고, 확신성과 공감성도 하나로 묶어져서 ‘확신성’으로 명명하였다. 해운서비스의 특성에 맞는 측정도구의 개발이 필요하다는 점이다. 둘째, 해운서비스의 소비자인 수출입업체와 복합운송주선업체가 지각한 서비스 품질유형성은 고객만족에 정(+)의 영향을 끼치는데, 유형성이란 외적 물적 요소를 말하므로, 비록 해운산업의 경우 서비스 구매 시 현장의 외형적 요소의 중요성이 경시되어 오긴 했지만, 향후 환경요인인 깨끗한 객장이 해운서비스 구매에 미치는 영향이 커질 것으로 보여 진다. 이를 위해 경영자들은 기업의 긍정적 이미지를 창출할 수 있는 고객을 위한 시설 투자에도 관심을 기울여야 할 것이다. 셋째, 해운서비스의 고객만족은 고객충성도에 정(+)의 영향을 끼친다. 일반적인 서비스 산업의 경우와 같이 해운산업도 고객만족은 고객충성도와 밀접한 관계를 가진 것으로 분석되었다. 그동안 많은 선행연구에서 해운서비스 또는 항만서비스 품질과 고객만족에 관한 연구들은 많았지만, 고객충성도까지 연결해 온 연구가 많지 않았음을 볼 때 이 결론으로 고객만족과 고객충성도의 관계는 상호간에 긍정적 영향을 미친다는 것을 확인할 수 있었다. The purpose of this empirical study is to examine and explore the relationships between three variables; shipping companies' service quality, customer satisfaction and customer loyalty. Special features of this study could be summarized as following. First, this is empirical study based on market research according to the definition of 'customer' as freight forwarders and actual exporter/importer together contrary to previous studies. Second, to evaluate shipping companies' service quality, 5 components of SERVPERF model was used. Third, to test correlations between 3 variables; service quality, customer satisfactions and customer loyalty, statistical analysis was used with tools of SPSSWIN ver 15.0 and AMOS ver 7.0. For effective study, many thesis have been obtained through literature survey. However, major results were compiled from directly structured questionnaire, which were collected from Korean import/export companies and freight forwarders.
국제물류 서비스 품질 결정요인이 고객반응과 거래관계에 미치는 영향
신한원(Han-Won Shin),최영로(Young-Ro Choi),신영란(Young-Ran Shin),김광익(Kwang-Ik Kim) 한국해양비즈니스학회 2010 해양비즈니스 Vol.- No.17
The purpose of this empirical study is to examine and explore the relationships between three variables; shipping companies’ service quality, customer reaction and relationship. Special features of this study could be summarized as following. First, this is empirical study based on market research according to the definition of ’customer’ as freight forwarders. Second, to evaluate shipping companies’ service quality, 5 components of SERVPERF model was used. Third, to test service quality, customer reaction and relationship, statistical analysis was used with tools of SPSSWIN ver 15.0 and AMOS ver 7.0. For effective study, many thesis have been obtained through literature survey. However, major results were compiled from directly structured questionnaire, which were collected from freight forwarders in Korea. Major research findings could be summarized as follows. First, correlations between service quality and customer reaction are found to be positive except service quality component of ’tangibles’ with customer satisfaction. Second, correlation between customer reaction and relationship is found to be positive even in some previous researches of other similar logistic industries, no correlations were found.
복수 초여과 및 복강내 재주입법의 난치성 복수에 대한 치료효과 -장기추적 관찰 -
이동후(Dong Hoo Lee),기춘석(Choon Suhk Kee),박경남(Kyung Nam Park),신동호(Dong Ho Shin),권미선(Mi Sun Kwon),김광익(Kwang Ik Kim),정선근(Sun Kun Jung),함준수(Joon Su Hahn),정태준(Tae Jun Jung) 대한소화기학회 1985 대한소화기학회지 Vol.17 No.1
N/A 134 patients with intractable ascites underwent ascitic ultrafiltration and peritoneal reinfusion of the concentrated ascites. A mean of 8. 1 L of protein-free ascitic ultrafiltrate was removed over the course of the average 3.15H procedure. Immediately after the procedure there were no significant changes in blood pressure and heart rates. No serious side effects, such as disseminated intravascular coagulation, esophageal variceal bleeding and pulmonary edema were noted. The procedures were performed repeatedly at mean interval of 22-64 days in patients with liver cirrhosis. Preliminary evidence indicates a potential role for ascitic ultrafiltration and peritoneal rinfnsion in the management of intractable ascites.
강압제투여가 자연발증 고혈압쥐의 심근 미세구조에 미치는 영향에 관한 연구
이정균,임헌길,이방헌,김정현,김광익 한양대학교 의과대학 1992 한양의대 학술지 Vol.12 No.1
The present study was undertaken to determine whether chronic antihypertensive therapy modify the cellular and subcellular changes of hypertensive heart observed in spontaneously hypertensive rats(SHR). Twenty month old SHR were treated for 22 weeks with hydrochlorothiazide(5mg/kg), atenolol(2.5mg/kg) nad enalapril(2mg/kg). 22 month old rats(Wistar strain) were used as control animls. The specimens obtained from the left ventricles of the heart in each of experimental and control groups, were prefixed in 2% glutaraldehyde-2.5% paraformaldehyde solution and post-fixed in osmic acid rfor electron microscopic preparation the others fixed to 10% formalin solution for light microscopy. THe ultrathin sections were made and stained with uranyl acetate and lead citrate. These preparations were observed with Hltach-600 electron microscype. The other sections were stained with Mallory's method. THe other preparations were observed with light microscope. The results obtained were as follows. 1.Interstitial fibrosis in myocardium of the atenolol of HCTZ treated SHRs was decreased but in enalapril treated SHR group, the fibrosis was moderately increased compared to the control SHR groups. 2.Cardiac muscles in atenolol treated SHR showed the regular distribution of myofilaments as well as that of control rat group. And the number of mitochondria was decreased. 3.Cardiac muscles in hydnchlorothiazde treated SHR revealed the irregular myofilament arrangement and demarcation of the A-band and I band were not evident. Mitochondrial cristae were partly reduced and swollen, a few sarcoplasmic reticulum were seen. 4.Cardac muscle in enalapril treated SHR showed regularly arranged myofilaments and few reduction of myofilaments are seen. The numbers of mitochondria and glycogen particles were decreased. Consequently, it is suggested that hydrochlorothiazide, atenolol and enalapril may regress hypertrophy and some cytoplasmic organelles of cardiac muscle by modified by these drugs.