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신선진(Seon-Jin Shin),유일(Il Ryu) 한국컴퓨터정보학회 2008 韓國컴퓨터情報學會論文誌 Vol.13 No.6
본 연구는 아웃바운드 고객센터에서 비자발적으로 도입된 정보시스템의 성과를 측정하기 위하여, 정보서비스 품질을 구성하는 주요 요인들을 도출하고, 사용자 만족과 성과의 인과관계를 규명할 수 있는 개념적 모형을 설정하고 이를 실증연구를 통하여 검증하였다. 정보 품질의 하위 요인으로 정보의 정확성, 최신성, 이해용이성, 적절성을 선정하였고, 내부 서비스 품질의 요인으로 교육지원, 보상, 팀워크 장려를 도출하였다. CMS를 사용하는 회사의 330명의 응답자를 대상으로 실증 분석한 결과, 정보 품질(정확성, 최신성, 적절성)과 내부 서비스 품질(교육지원, 보상)이 사용자 만족에 긍정적 영향을 미치는 것으로 나타났으며, 사용자 만족은 개인성과에 유의한 영향을 미치는 것으로 나타났다. 이러한 분석결과를 중심으로 본 연구의 학문적, 실무적 시사점을 제시하였다. The purpose of this study is to examine the effect of information service quality on user satisfaction and individual performance in Outbound Callcenter. A survey was conducted and data were collected from 330 respondents of 1 company which adopted CMS. Validity and reliability of the research instrument were tested and research hypotheses were examined using PLS Graph 3.0. As a result of data analysis, 6 out of 8 hypotheses were supported. User satisfaction is significantly influenced by information quality factors such as accuracy, currency, and relevancy. 2) Also, User satisfaction is significantly affected by internal service quality factors such as training support and reward system. 3) Individual performance is significantly influenced by user satisfaction. Implications of these findings are discussed for researchers and practitioners.
고령자의 건강 관련 행동 실천과 건강 및 삶의 만족의 관련성: 광주고령친화산업지원센터의 Database 활용
신선진(Seon-jin Shin),김기선(Ki-seon Kim) 한국노년학연구회 2018 한국 노년학연구 Vol.27 No.1
생의 후반기에서의 삶의 질은 건강상태에 의해 좌우되며, 고령자의 건강상태는 스스로 건강증진을 위한 노력을 얼마나 잘 하고 있는지에 달려 있다. 본고는 광주고령친화산업지원센터를 방문한 고령자를 대상으로 조사했던 건강 관련 행동 실천에 대한 내용의 일부를 분석한 것이었다. 분석 결과, 건강 관련 행동을 실천하는 것과 현재의 건강상태가 좋다고 반응한 것이나 삶에 대해 만족한다고 반응한 것과의 관련성이 높게 드러났다. 이러한 결과는 고령자의 건강증진을 위한 정책 입안의 기초 자료가 될 것으로 사료된다. Quality of life for the second half of life would be dependent upon health status, and the health status of the older adults would depend upon their practices of health-related behaviors. This article was to analyze some data concerning the practices of the behaviors for the older adults who visited the Gwangju Senior Technology Center. The results showed that life satisfaction for the adults had good associations with their current health status as well as their practices of the health-related behaviors. The results would have good implications as basic data of making health improvement policies for older people.
유일,김재전,신선진,Ryu, Il,Kim, Jae-Jon,Shin, Seon-Jin 한국경영정보학회 2005 Asia Pacific Journal of Information Systems Vol.15 No.4
This paper has two primary objectives: (1) to propose a comprehensive theoretical model that incorporates valuable insights from two complementary streams of research, and (2) to empirically test the model that explain the task-media fit and satisfaction of customer contact center users. The comprehensive model was tested using LISREL analysis on the sample of 232 users who have experience with the customer contact center. The model was supported in customer contact center context, accounting for 29% of the variance in the task-media fit, 53% of the variance in the perceived ease of use, 61% of the variance in the perceived usefulness, and 52% of the variance in the user satisfaction. The results showed that the task-media fit, the perceived ease of use, and the perceived usefulness play a significant role in influencing the user satisfaction of the customer contact center. In addition, task analyzability, media richness, media interactivity, and self-efficacy were found to influence the task-media fit. The paper concludes with discussions and implications for researchers and practitioners.
환자 유형에 따른 의료서비스요인과 고객만족간의 효과연구
문준환(Moon, Jun Hwan),조혜정(Jo, Hye Jung),신선진(Shin, Seon Jin) 한국서비스경영학회 2017 서비스경영학회지 Vol.18 No.2
The expectations on the medical service are growing, with the increase in the scale of medical market and the life expectancy. The importance of customer satisfaction and service is also growing. Studies on the customers’ satisfaction and factors for the satisfaction have been conducted. However, only the fragmentary studies on verifying the relation between the satisfaction factors and the service quality, and the satisfaction had been conducted. Therefore, this paper will provide a comprehensive model on the medical service factor, value, and satisfaction. It turned out that among the medical service factors, administrative staff service had the most positive influence on the satisfaction, followed by the medical staff service. Based on the result of the study, the customers’ service would be improved and the direction for securing a hospital’s competitiveness would be obtained.