• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.713-718
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• 2007

현대 기업에서 정보시스템은 기업활동의 필수적이고 기본적인 요소로 인식되고 있으며 그 중요성은 점점 더 높아지고 있다. 정보시스템은 기업의 각 요소를 유기적으로 연결하여 기업의 목적이나 목표를 달성하기 위해 사용 되고 있다. 정보시스템의 도입이 이런 목표나 목적을 달성하고 있는지 살펴보기 위해 정보시스템의 품질과 조직 성과에 관한 많은 연구들이 이루어져 왔다. 조직행동론 분야에서 '조직내 갈등'이 조직성과에 직 간접적으로 영향을 미치는 것으로 나타나고 있다. 조직내 갈등은 '과업적 갈등'과'감정적 갈등'으로 나눌 수 있으며, 이들은 매개변수나 조절변수로서 조직 성과에 영향을 주고 있다. 하지만 정보시스템의 품질과 조직의 성과에 관계에 대한 많은 연구가 이루어진 반면 이들 관계에 있어 갈등의 역할에 대한 연구는 부족한 실정이다. 본 연구는 정보시스템의 품질과 조직원 성과관계에서 갈등의 역할에 초점을 맞춰 연구를 진행하였다. 이를 위해 근로자 300인 이상인 기업에 근무하는 사무직 근로자를 대상으로 설문 조사를 실시하고, PLS(Partial Least Square) 방법을 사용하여 분석을 실시하였다.

• International Commerce and Information Review
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• v.16 no.4
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• pp.3-34
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• 2014

Nowadays to thrive on the intensively competitive environments based on drastic and rapid technical evolutions, exporting manufacturing companies need to keep very stable relationship with suppliers. Thus, analyzing key factors of strengthening relationship with suppliers in a B2B environment is important. In this regard, this study develops a research model to deeply understand key antecedents of relationship strength between B2B companies. Relationship quality was considered as the key factor affecting to the relationship strength. This study considers relationship satisfaction, trust, and relationship commitment as the factors of relationship quality. Moreover, technical service quality and relational service quality were considered to be the antecedents of relationship satisfaction, while communication and information exchange, relationship policies and practices, and opportunistic behavior were regarded as the antecedents of trust. The PLS method was applied for the empirical analysis of 107 companies data. The results indicated that the relationship commitment has a significant impact on relationship strength. Moreover, relationship satisfaction and trust had indirectly impact on relationship strength through relationship commitment. Although the quality of technical service quality had a significant impact on relationship satisfaction, relational service quality did not have a significant impact. While communication and information exchange, relationship policies, and practices had positively significant impacts, opportunistic behavior had a negative impact.

• Journal of the Korea Society of Computer and Information
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• v.13 no.5
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• pp.315-321
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• 2008

This study aims to verify the effect in the estimation of hotel service quality by analyzing the influence and the interrelation of Customer Quality, Physical Quality and Service Provider quality regarding Hotel Qualify. The result of the research shows that with regard to the influence on hotel quality, service provider quality ranks most high, physical quality second, customer quality of manner third, and customer quality of appearance fourth in order. The physical factors in the interrelation among variables rank most high. This result derives from finding the fact that customer quality is an important influential factor in the constructional dimension of hotel service quality.

• Korean Security Journal
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• no.42
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• pp.335-360
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• 2015

Police is an organization that provides service to the public. Police service is focusing on enforcing the law and solving the problem to improve the relationship between police and the public within the society. To accomplish their goal, police should build a better relationship with the public. In the current study, the researcher focused on factors of police service quality, community policing, fear of crime, police-citizen relationship, and the relationship among citizens. The current study used the interview methods for collecting data of 371 individuals from Seoul metro area and resulted that each factors had a causal relationship but police-citizen relationship and citizen-citizen relationship did not show the statistically significant results. Based on this study, the research provided critics and implications.

• Journal of Global Scholars of Marketing Science
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• v.7
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• pp.239-259
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• 2001

The purpose of this study is to analyze service quality factors that consumers perceive during their purchasing product on Internet Shopping Mall. The study defines the characteristic quality dimensions of Internet Shopping Mall by adding three dimensions consisting of convenience, security and entertainment to PZB's SERVQUAL scale. Consumers' purchase process on Internet Shopping Mall is examined by finding the relation between their perceived risk factor and repurchase intention. The study results show that consumers' higher appraisal degree on service quality means their higher repurchase intentions, their lower perceived risks degree. The repurchase intentions and the perceived risks degree have negative correlation. The more consumers have experienced buying on Internet Shopping Mall, the higher consumer assess service quality, they have higher repurchase intention and lower perceived risk. The most basic contribution is that new service quality dimensions, which is able to clarify service quality on Cyber Mall, is identified with the established PZB(I988; 1991)'s SERVQUAL dimensions.

• Journal of the Korean Applied Science and Technology
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• v.36 no.4
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• pp.1327-1337
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• 2019

The purpose of this study is to study the relationship between quality of education service in scuba diving and customer satisfaction and willingness to buy again. Scuba of scuba diving in Seoul was selected as a population and a total of 200 questionnaires were distributed using the "conven-ence sampling" among the non-probability sampling methods. A total of 154 data were used as valid samples, except for 46 questionnaires that were found to have been unfaithfully answered. The data processing method was used by the SPSS18.0 program to perform frequency analysis, exploratory factor analysis, correlation, and multiple regression analysis. The results of this study are as follows. First, after analyzing the relationship between the quality of education service and customer satisfaction, the facilities among the quality of education services (β=).349), Program (β=.340) has been shown to affect satisfaction. In addition, if we look at customer satisfaction of the quality of education services, we find that the quality of education has an explanatory power of about 47% of the total quantity of the quality of education services. Second, after analyzing the relationship between the quality of education services and the repurchase, the cost of the quality of education services (β =).215), a program (β=.442) was found to affect repurchase. Also, if we look at the ability to explain the repeat purchase of the quality of education services, it is found that it has an explanatory power of about 53% of the total quantity of the quality of education services. Third, after analyzing the relationship between customer satisfaction and repurchase (β=).555) was found to affect repurchase. In addition, if we look at the explanatory power of resurchasing satisfaction, we find that it has an explanatory power of about 55% of the total quantity.

• Journal of Digital Convergence
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• v.14 no.9
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• pp.241-250
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• 2016

This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.

• Journal of Korea Port Economic Association
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• v.25 no.3
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• pp.339-360
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• 2009

In recent years, the quality and safety requirements in the shipping industries have been more stringent than the previous requirements. It is essential to effective quality management system which can cope with a change in shipping business environment and improve shipping service performance to get competitiveness in the international shipping market. This study on the focus of the Korean shipping company which provides shipping transportation service examined following issues. First, how each of the key factors of ISO 9001 quality management affects service performance, internal customer satisfaction and customer orientation. Second, how the internal customer satisfaction affects service performance and customer orientation. Third, customer orientation affects service performance.

• International Commerce and Information Review
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• v.17 no.3
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• pp.359-378
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• 2015

This study intends to provide strategic implication for enhancing trade show's competitiveness by analyzing its structural relationships among service quality, customer satisfaction and customer loyalty. In order to measure service quality factors influencing customer satisfaction and customer loyalty, the empirical analysis was conducted on three kinds of service quality (physical environment quality, interaction quality, outcome quality). The study results indicated that all of the physical environment quality, interaction quality and outcome quality had positive impacts on customer satisfaction. In relationship between service quality factors and customer loyalty, interaction quality and outcome quality showed positive impacts on customer loyalty, whereas physical environment quality did not. The customer satisfaction turned out to have positive impact on customer loyalty.

• Proceedings of the Korea Association of Information Systems Conference
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• 2005.12a
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• pp.225-234
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• 2005

온라인 쇼핑에 있어서 여성 고객의 서비스 품질 인식과 신뢰 문제는 중요한 이슈이다. 본 연구는 신뢰를 선의, 성실성, 능력의 관점에서, 그리고 서비스 품질을 유형성, 신빙성, 반응성, 확신성, 공감성의 관점에서 다차원적으로 접근하여 연구 가설과 모형을 설정하고 그 원인-결과 관계를 실증적으로 분석한다. 분석 결과, 확신성과 공감성 차원의 서비스 품질이 선의/성실성 차원의 신뢰에 영향을 주는 것으로 나타났다. 그리고 능력 차원의 신뢰에 영향을 미치는 것은 5개 서비스 품질 차원 중 오직 확신성뿐인 것으로 드러났다. 또한 고객 충성도에 실질적인 영향을 미치는 것은 확신성 차원의 서비스 품질과 능력 차원의 신뢰이라는 것이 확인되었다. 여성 고객이 인터넷 상점에 대해 충성도를 갖게 되는 이유가 그 인터넷 상점의 선의/성실성 때문이기보다는 능력 때문이라는 점은 온라인 기업들에게 시사하는 바가 크다. 더욱이 온라인 기업들은 서비스 품질, 구체적으로는 여성 고객의 확신성 인식을 제고하면 이것이 자사의 능력을 고객에게 입증하는 방법이 될 수 있고, 결과적으로 여성 고객의 재구매 의사나 우호적인 구전을 이끌어 낼 수 효과적인 방법이 될 수 있다는 점을 주목할 필요가 있다.