• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.428-438
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• 2013

In the highly competitive coffee market, each coffee shop is striving to improve customer loyalty by providing a high level of service quality. To deepen our understanding of service quality in the coffee shop market, this study identifies the key elements of service quality of coffee shops and investigates their impacts on decision-making processes of female university students. This study also investigates the effects of customer satisfaction and brand image on customer loyalty in a coffee shop market. Moreover, it considers the two critical customer loyalty: repurchasing intention and recommendation intention. Data collected from 206 female university students were empirically tested against a research model using partial least squares. Analysis results showed that service product and service delivery significantly affect customer satisfaction and brand image whereas service intangible and service environment do not significantly influence on them. Customer satisfaction and brand image play an important role on the formation of repurchasing and recommendation intention.

• Journal of the Korean Society for Library and Information Science
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• v.58 no.2
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• pp.289-316
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• 2024

This study aimed to develop and validate a research model to investigate how the service quality of public libraries, where a 3-dimensional service quality model was applied, impacts user satisfaction and loyalty. We collected 353 valid responses through a survey targeting public library users across 21 locations, considering various regional and library-specific characteristics. Our analysis revealed that physical environment quality (PQ), interaction quality (IQ), and outcome quality (OQ) of service quality influence user satisfaction (US). Additionally, outcome quality (OQ) of service quality impacts user loyalty (UL), and user satisfaction (US) affects user loyalty (UL). We also found that quality improvement is a leading factor for user satisfaction, user satisfaction is the primary factor of user loyalty, and the perception of service quality directly and indirectly affects user satisfaction and loyalty. We concluded that continuous research should be actively conducted to respond to the evolving needs of public library users.

• 한국IT서비스학회:학술대회논문집
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• 2003.05a
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• pp.523-530
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• 2003

소프트웨어에 대한 인식과 중요성이 대두되고 있으나 아직 소프트웨어 품질에 대한 우리의 관심은 부족한 실정이며, 저질 소프트웨어로 인한 유지보수 업무의 부담과 비용을 가중시키는 것이 현실이다. 따라서 국제표준화 규격인 IS0/1EC 9126에서 제시하고 있는 소프트웨어 품질특성 기능성, 신뢰성, 사용성, 효율성, 보수성 및 이식성을 중심으로 유지보수단계에서의 소프트웨어 품질을 어떻게 측정하고 평가하는 방안과 기법을 제시하고자 한다.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.1
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• pp.295-311
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• 2008

The authors examine the service quality of the National Library of Korea and its effects on the customer satisfaction and the annual number of visit. In particular this article tests the actual effects of the extension of opening hour that has been famous for increasing ratio of library operation and employing more librarians. A survey of 332 customers was conducted to measure individual perceptions on the customer service and satisfactions and estimate structural equation models across two time slots: the daytime, and night hour. The major findings of this study are that the service quality tends to increase customer satisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.9
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• pp.188-197
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• 2019

This study analyzed empirically the effects of the perception of outbound passengers, who flew from Korea to overseas tourist destinations, on the cabin service quality, tourist experience, and tourist satisfaction. For empirical analysis, a survey was given to Korean passengers using a national carrier of South Korea. Based on empirical analysis, the researchers judged that the analysis results and implications could be applied to inbound foreign passengers who visited Korea for the tourism purposes if researchers generated significant results from empirical analysis. This paper designed a research model that represented the meaningful relationship among, airline cabin-service quality, tourist experience, and tourist satisfaction following preceding research. According to the analysis, that factors that consisted of the cabin service quality had a significant effect on the tourist satisfaction with a mediating effect of both the cognitive and emotional tourist experience. Therefore, the perception on airline's cabin service quality of the national carrier would be a starting point that can help improve the tourist satisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.10 no.12
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• pp.3782-3787
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• 2009

The purpose of this study is to service quality and customer satisfactory perception gap and service quality affect customer satisfactorily and this leads and there is the goal the fundamental data of resort marketing strategic establishment provides. As a result of factor analysis, customer quality was a difference to customer satisfactory recognition, the service quality was analyzed with the fact that affects customer satisfactorily. This study which sees with the scholastic questionable matter which analyzes the customer satisfaction of the resort market which had become maturity provided fundamental information a together for new marketing strategic establishment in the resort marketing person in charge.

• Journal of Broadcast Engineering
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• v.25 no.2
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• pp.218-232
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• 2020

Data home shopping is a kind of T-commerce service with traditional TV home shopping, product DB of data broadcasting, and advantages of catalog shopping based on data broadcasting technology. Since the data home shopping service was partially started in 2012, there were no in-depth researches regarding the perception of data home shopping. Therefore in this paper, the traditional TV home shopping and data home shopping is analyzed how the perception is in terms of platform quality, service quality and content quality and what the difference in perception is. To verify this, a questionnaire survey was conducted on TV home shopping and data home shopping 140 workers who have good understanding of data home shopping. The results showed that the difference of platform quality, service quality and content quality between TV home shopping and data home shopping was significant and TV home shopping had better quality. In terms of platform quality, TV home shopping was 3.75 on a five-point scale and data home shopping was 2.93. Service quality was significantly different between TV home shopping (3.60) and data home shopping (3.25). For the quality of contents, TV home shopping had better quality as 3.21 while data home shopping was 2.82. There was no interaction effect in gender, age, position, and work field except between the age and platform quality.

• Journal of Information Technology and Architecture
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• v.11 no.3
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• pp.285-310
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• 2014

Based on the network, recruitment, education services, talent testing and human resources management etc. integrated services are expanded, and efforting to raise the market share of job information site. Job information site is an alternative finding job and recruiting environment, helping job seekers to conduct self-directed researching and applying for a job online. Directly or indirectly influential factors upon value of job information site are on the rise. Not only Korea but also China has already recognized the importance of these influential factors on job information site. However, the effective rate of implementing job information site is relatively lower among Chinese job market than Korea. This study suggests that there are differences of cultural background between Korea and China, and they were at different internet infrastructure, such differences impact on different job seekers.

• Journal of the Korea Society of Computer and Information
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• v.14 no.3
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• pp.149-159
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• 2009

Nowadays, as the importance of service-oriented architecture software is recognized, the market of service-oriented software is getting bigger. In response to this, the requirements of high reliability and quality about service-oriented architecture software is getting increased. In this research, we clearly suggested the evaluation method by giving a specific evaluation example to evaluate the reliability qualify of service-oriented architecture software. It is expected to raise the objectivity and the utilization by inducing the reliability qualify improvement from this research.

• Journal of Distribution Research
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• v.5 no.2
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• pp.20-48
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• 2001

As the quality movement is beginning to take shape in the service sector, the shift to a quality focus becomes essential to the competitive survival of service business. The purpose of this paper is to analyze the effect of interaction between customer and service provider on perceived service value in service encounter using service delivery model, which is based on two key factors such as customer participation and service provider's control. Support is found for a number of the hypothesized structural relations. Some implications for service marketing practice are discussed briefly.