모바일 음식 배달앱 서비스 품질 척도 개발 및 배달앱 품질 개선을 위한 SERVQUAL-Kano 통합 모델의 QFD 적용

조미나 한국관광학회 2020 관광학연구 Vol.44 No.4

The purpose of this study was to develop a scale to measure the quality of delivery app services, identify the quality properties of delivery app that need to be improved in order to enhance customer satisfaction, and suggest plans to improve them. Between April 8th to April 9th, 2019 focus group interviews (FGI) were conducted with delivery apps users who are in their 20s to develop a multi-question scale for measuring the quality of delivery apps. An online survey was conducted from June 26th to June 31st, 2019 with delivery app users who are in their 20s. A total of 390 surveys were used for data analysis. The importance of service quality, expected service quality, and perceived service quality of each delivery app property were measured and calculated as the customer satisfaction score. Quality Function Deployment (QFD) of SERVQUAL-Kano integrated model was presented through House of Quality (HOQ). The results showed that the importance of delivery app quality attributes(Whats) was in the order of detailed food photos indicating menu composition, accurate arrival time, fast delivery speed, and the number of stores available. The importance of improvement methods(Hows) was shown in the order of opening detailed photos of menus, developing franchises in various industries, increasing the number of franchises, providing tracking services for delivery drivers, adding cancellation functions immediately before preparing food, and operating a reward system for reporting part-time jobs in the comments. The results of this study can be used as a baseline for the quality properties study of delivery app, and suggest guidance on the direction of development of delivery app. 본 연구는 배달앱 서비스 품질을 측정하기 위한 척도를 개발하고, 고객 만족을 높이기 위하여 중점적으로 개선해야 할 배달앱 품질 속성을 확인한 후 이를 개선하기 위한 방안을 제시하고자 하였다. 2019년 4월 8일부터 9일까지 20대 배달앱 사용자를 대상으로 FGI(focus group interview)를 실시하여 배달앱 서비스 품질 측정 다문항 척도를 개발하고, 2019년 6월 26일부터 31일까지 20대 배달앱 사용자에게 온라인 설문조사를 실시한 후, 390부를 분석에 사용하였다. 각 배달앱 서비스 품질 속성의 중요도, 기대도, 인지도를 측정하여 고객만족지수를 구하고 Kano 분석을 실시하여 SERVQUAL-Kano 통합 모델의 품질 기능 전개(QFD: quality function deployment)를 HOQ(house of quality)를 통해 나타내었다. 분석 결과 배달앱 품질 속성 중요도 순서는 메뉴 구성을 나타내는 자세한 음식 사진, 정확한 도착 예상 시간, 빠른 배달 속도, 이용 가능한 많은 점포수 등으로 나타났다. 이에 대한 개선 방안의 중요도는 터치 시 메뉴 상세 사진 오픈, 다양한 업종의 가맹업체 개발, 가맹점 수 확대, 배달기사 위치 추적 서비스 제공, 음식 준비 전 단계 바로 취소 기능 추가, 댓글 알바 신고 포상제 운영 순으로 나타났다. 본 연구 결과는 배달앱 품질 속성 연구의 기초자료로 활용할 수 있으며, 배달앱 개발 방향에 대한 가이드를 제시할 수 있을 것이다.

예이츠의 시에 나타난 헬렌의 상징성 연구

조미나 한국예이츠학회 2000 한국예이츠 저널 Vol.13 No.-

Yeats presented the fallen majesty of Sophia who is a veiled goddess as in Valentinian of Christian Gnosticism, Cabalism and Rosicrucianism. In this respect, Yeats himself rejected the masculine Trinity and insisted on an androgynous Trinity throughout his works. Yeats’s view of Sophia is that of Attis for goddess Cybele. Yeats sought to reveal that Daughter-Sophia was a fallen Deity such as Helen of Troy or Cinderella and Sleeping Beauty of the fairy tale. Therefore one of Yeats’s major poetic themes is the longing for Sophia. From his early poems, Helen is symbolized as Sophia’s secular image and as one of the Yeats’s personal poetic heroines. Yeats wanted Helen, the cause of Troy’s fall, compared to Sophia who was the cause of the Christian’s fall for early Christian Gnostics. Also, several of Yeats’s poetic heroins can be approached in terms of Sophia’s secular and mournful beauty who is suffering with mankind in this world. Especially, Yeats as a master myth-maker himself recreated Helen as his personal unique mythic character in Sophia’s image. For Yeats, Maud Gonne’s poetic role was the embodiment of Ireland as Rose, Helen, Cathleen, Deirdre, Niamh and Jane. These figures are all symbolized as a divine Feminine Principle existing within the God, Masculine Principle before the all creation. And Yeats lays himself and the world at her feet as the love poet or her sole priest just as did Attis for Cybele. Yeats’s personal and poetic heros as symbols of Yeats’s portraits: Attis, Homer, Jester, Oisin, Red Hanrahan, Fergus, Cuchulain, and Aleel. Through Sophia’s imagery, Yeats suggested gnostic speculations about the female elements of divinity, rigorously suppressed by the orthodox Christian fathers of the early church, and this rejection remains to this day. In other words, Yeats tried to carry out a poetic recovery of one single body work of art from the veiled goddess, Sophia. Because Yeats wanted to become Sophia’s sole priest, Valentinian. His hope appears in his poetic theme of a ‘Unity of Being’ by uniting with Sophia after his own death and Sophia’s death too. In this sense, Yeats often illustrated in his poems sorrowful love and an eagerness for the death of the beloved. This idea and sentiment is seen in Aleel’s attempted unity with Cathleen: Aleel suggests Countess Cathleen who is suffering with her people go to Heaven to escape her pains. Although people mocked Yeats’s attitude regarding Sophia, he envisioned a heroic dream in which Sophia will be revealed with her Heavenly power in a future as her era comes. And at last, she will recover her genuine glory in Heaven. Sophia’s era will come 2000 years after Christ’s birth according to Yeats’s unique historical view. For example, “Leda and the Swan” and “A Nativity” symbolize the coming of the masculine Trinity era with in the Orthodox Church. So Yeats stated when the Christ or Helen or Christ’s sister (Daughter-Sophia) was born, the Mother of God, Mary or Leda was frightened and terror-struck. Therefore Helen symbolized secular beauty suffering with mankind during the 2000 years of the masculine Trinity age. On the other hand, in “The Second Coming,” Yeats suggested that Sophia’s veil be removed when she recovers her glory. The terrible Sphinx stands for this coming of Sophia, which will establish an androgynous Trinity just as seen in the Egyptian Trinity: Osiris, Isis and Horus. Sophia as Yeats’s beloved is also symbolized by the Sphinx, ‘half lion, half child’ in “Against Unworthy Praise.” Thus we see Yeats endeavoring to draw the readers’ attention to the stress laid by feminine principle, Helen-Sophia who is with mankind as Countess Cathleen -with sacrificial love and her suffering under the masculine Trinity- until the new age comes, which was stated as ‘until coming sphinx’ or ‘until God burn time.’ So Yeats was an authentic prophet in our time.

[분과 편집인의 글] 호텔외식경영분과 특집호(서비스 혁신: 호스피탈리티와 테크놀로지)를 발간하며

조미나 한국관광학회 2023 관광학연구 Vol.47 No.4

4050 멋지게 - 만성 폐쇄성 폐질환 주의보

조미나,Jo, Mi-Na 한국건강관리협회 2012 건강소식 Vol.36 No.12

한국인의 사망 원인 1위는 단연 암이다. 간혹 자살이 그 순위를 넘보기는 하지만. 그런데 최근 몇 년 새 이를 맹추격하는 강적이 나타났다. 그 이름도 생소한 만성 폐쇄성 폐질환. 이름 그대로 오랜 기간 폐를 못살게 구는 병으로 담배가 가장 큰 주범이다. 노년기가 무한대로 늘어난 고령화 시대, 팔팔한 40대부터 병상을 차지하고 싶지 않다면 지금부터 시작해야 한다, 진실한 금연 생활을!

프랜차이즈 외식업계 종사자의 감정노동이 역할스트레스, 직무소진, 이직의도에 미치는 영향

조미나,차재빈 한국관광학회 2018 관광학연구 Vol.42 No.4

This study was to assess the effects of franchise food service employees' emotional labor on role stress, job burnout, and turnover intention. A total of 310 samples were collected from franchise food service employees in Seoul and Gyeonggi province from October to November, 2016. The results were as follows. First, among the sub-dimensions of emotional labor, surface acting and deep acting had a significant effect on role conflict, role ambiguity, and role overload among the sub-dimensions of role stress. Second, role stress had a significant effect on job burnout. Role conflict had a significant effect on emotional exhaustion. Role ambiguity had a significant effect on emotional exhaustion, depersonalization, and reduced personal accomplishment. Also, role overload had a significant effect on depersonalization and reduced personal accomplishment. Third, emotional exhaustion from job burnout had a significant effect on turnover intention. The suggestion of this study is that it is important to reduce the role conflict and role ambiguity of franchise food service employees because role conflict and role ambiguity affect emotional exhaustion, and emotional exhaustion affects turnover intention. 본 연구는 프랜차이즈 외식업계 종사자의 감정노동이 역할스트레스, 직무소진, 이직의도에 미치는 영향을 파악하고자 하였다. 2016년 10월 29일부터 11월 13일까지 서울경기 지역에 위치한 프랜차이즈 외식업계 종사자를 대상으로 설문조사를 실시하였으며 총 310부가 분석에 사용되었다. 연구 결과는 다음과 같이 요약된다, 첫째, 감정노동 중 표면행위와 내면행위는 역할스트레스 중 역할갈등, 역할모호성, 역할과부하에 유의한 영향을 미쳤다. 둘째, 역할스트레스는 직무소진에 유의한 영향을 미쳤다. 역할갈등은 정서적 고갈, 역할모호성은 정서적 고갈, 비인격화, 개인성취감저하, 역할과부하는 비인격화, 개인성취감 저하에 유의한 영향을 미쳤다. 셋째, 직무소진 중 정서적 고갈이 이직의도에 유의한 영향을 미치는 것으로 나타났다. 본 연구의 시사점을 살펴보면 역할갈등과 역할모호성이 정서적 고갈에 가장 큰 영향을 미치고 정서적 고갈은 이직의도에 영향을 미치기 때문에, 프랜차이즈 외식업계 종사자의 역할갈등과 역할모호성을 줄이기 위한 노력이 필요하다.

최신 의학정보 - 세계 암 예방의 날, 20~30대 암 환자 계속 는다

조미나,Jo, Mi-Na 한국건강관리협회 2013 건강소식 Vol.37 No.3

젊은 층의 암 발생률이 증가하는 추세다. 최근 위암 토병 중이던 울랄라세션 임윤택의 사망 소속이 전해지면서 경각심이 고조된 상황이다. 32세의 한창 나이였기 때문이다. 암 환자의 연령대가 낮아지고 있는 이유는 무엇일까. 3월 21일, WHO(World Health Organization)가 정한 세계 암 예방의 날을 맞아 그 이유와 예방법을 알아봤다.

중국과 한국 미용성형수술 실태에 관한 연구

조미나,최미옥 한국미용학회 2019 한국미용학회지 Vol.25 No.6

This research is to investigate the current status of cosmetic surgery between females at the age of twenties and thirties’ in Shanghai, China and Seoul, Korea. We conducted 550 questionnaire surveys in total and 330 of them are valid because these people have had cosmetic surgery experiences, including 167 copies in Chinese and 163 copies in Korean. For statistical analysis, SPSSWIN 25.0 program was used. As a result, the number of Chinese to do cosmetic surgery is 2 times, but Koreans are 3 times. The most popular part of cosmetic surgery is the skin, followed by the tooth for Chinese, Koreans also like skin most, followed by the eyes. Both Chinese and Koreans do cosmetic surgery for self-satisfaction, and they all like to go to cosmetic surgery hospitals. The main consideration for Chinese and Koreans in cosmetic surgery is the technical experience of doctors. Both Chinese and Koreans will be thoughtful about side effects of cosmetic surgery. Chinese will use the doctor’s instructions to understand the side effects of cosmetic surgery, and Koreans will check through the Internet or the media. Chinese will solve the surgical dispute through the consumer association, and koreans will forget it. Chinese people are more satisfied than Korean in cosmetic surgery. Whether it is Chinese or Korean, the biggest change after cosmetic surgery is self-satisfaction. both Chinese and Korean have the will to reoperation

Yeats와 Tagore의 시적주제 연구

조미나 한국 예이츠 학회 1996 한국예이츠 저널 Vol.6 No.-

중국 여성의 자기표현과 외모관리행동이 미용소비 의도에 미치는 영향

조미나,최미옥 한국미용학회 2019 한국미용학회지 Vol.25 No.2

This research is to investigate beauty consumptive intention between age of twenties and thirties’ female in Shanghai, China. We totally conducted 275 questionnaire surveys and used 256 valid. For statistical analysis, SPSSWIN 25.0 program was used. As a result, first, Chinese women in their 20s and 30s showed that self-expression had a statistically significant effect on beauty consumption intentions. Second, the effect of self-expression on appearance management behavior had a statistically significant effect. Third, the effect of appearance management behavior on the intention of beauty consumption was found to have a statistically significant effect. The purpose of the study is to investigate influences of self-expression, appearance management behavior that affect intention about beauty goods consumption of Chinese female between age of twenties and thirtieth, whom were to establish empirically methods whether consequences exist among variables, and how it demographically affects beauty goods consumption intention.

W. B. Yeats시의 'Dream' 연구

조미나 한국현대영어영문학회 1995 현대영어영문학 Vol.38 No.1