• Journal of Korea Society of Industrial Information Systems
• /
• v.21 no.2
• /
• pp.73-91
• /
• 2016

This study sheds light on the quality aspect of cloud computing services as next IT platform. Three tasks of the research are to extract the quality factors of cloud service from the user's viewpoint, empirically analyze the perceptual differences between the user group and the provider group by applying the IPA technique, and suggest some quality factors that need to be improved. Based on the previous researches and focus group evaluation, 13 quality factors have been established. Two field surveys have been performed respectively to collect the perceptual importance and satisfaction level of the users and the providers. It is shown that the quality satisfaction of the user group is lower than the quality perceived by the providers. And there exist significant differences between two groups in respect to quality importance level and IPA matrix. In conclusion, 6 quality factors that need to be improved are suggested such as service functionality, service availability, interoperability, scalability, confidentiality, and provider's responsiveness.

• Journal of Korea Port Economic Association
• /
• v.25 no.1
• /
• pp.223-248
• /
• 2009

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.

• Journal of the Korean Society for Library and Information Science
• /
• v.41 no.4
• /
• pp.315-329
• /
• 2007

The objective of this study is to identify key dimensions of e-service quality and explore their relations to user satisfaction at Public libraries. This research used a modified e-service quality model and surveyed Internet service users for measuring and assessing Internet users' service satisfaction at 'A' public library in Seoul region. Using an exploratory factor analysis. the study identified three factors, named Service Affect, Information Access, and Tangibles as key dimensions for public library e-service quality. Also it was found that users' satisfaction was strongly positively correlated to their intention to refer others to the service.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
• /
• 2018.11a
• /
• pp.339-340
• /
• 2018

한국형 e-Navigation 서비스 개발 중 최적 안전항로 지원서비스는 육상에서 연안여객선과 같은 사고취약 선박이나 서비스 요청 선박에 한해 실시간 선박 교통, 해역 환경, 기상 정보 등 해사 안전정보를 활용한 최적의 안전항로를 지원하는 서비스이다. 본 발표에서 현재 개발 중인 선상지원시스템과 육상지원시스템의 개발 내용을 소개하고, 사용자 만족도 조사결과를 소개하고자 한다.

• Journal of Advanced Technology Convergence
• /
• v.1 no.2
• /
• pp.89-93
• /
• 2022

This study attempted to suggest a direction for better services by analyzing correlations among usage patterns, perception, professionalism and satisfaction with nail services given through social media and commerce. For this, a questionnaire survey was performed against women in their 10-50s in Daejeon, Sejong and Chungcheong from October 1 to 20, 2021. A total of 326 copies were used for final analysis The collected data were analyzed, using SPSS 27.0. The results found the followings: As the treatments and products were more specialized, the respondents were more satisfied with services, convenience, treatments and products. Therefore, it is anticipated that the study results would available as basic data which are needed in analyzing correlations among usage patterns, perception, professionalism and satisfaction with nail services given through social media and commerce.

• Journal of Korea Game Society
• /
• v.12 no.4
• /
• pp.33-44
• /
• 2012

With the development of online game industry, the focal structure of game industry is under the expansion from content production to service management. In line with the trend, game service management and user satisfaction to the service as well have gained their weight in the game industry. However, since previous studies have focused on content production, little was discussed on the game service management. The current study investigated the effects of game service on user satisfaction. In addition, we tested the effects of a user's game service satisfaction on the user's loyalty toward the games with consideration of the user's content satisfaction and the gaming period. Results showed that there is a significant association between service satisfaction and user loyalty in the user's continual use of the games. Specifically, light users showed high loyalty with the increase of service satisfaction as they continue playing the games.

• 한국IT서비스학회:학술대회논문집
• /
• 2009.11a
• /
• pp.65-72
• /
• 2009

콜센터는 고객과의 커뮤니케이션을 강화하고 로열티를 유지하기 위한 최 일선 고객접점으로서 그 역할이 커지고 있다. 일반적으로 종업원의 직무만족은 고객만족과 기업성과에 직간접적으로 영향을 주는 것으로 알려져 있으므로, 콜센터의 주요 구성원인 상담원의 직무만족은 중요하게 고려될 필요가 있다. 특히, 콜센터는 정보시스템을 일상적으로 사용해야 하는 환경으로 정보시스템의 역할에 대해서도 심도 있게 고려되어야 한다. 본 연구는 이러한 배경하에서 정보시스템과 상담원의 직무만족간의 관계를 조사하였다. 다양한 업종의 콜센터에서 근무하는 상담원들을 대상으로 실증 조사한 결과, 콜센터 정보시스템의 정보품질과 시스템품질은 역할모호성을 매개변수로 하여 상담원의 직무만족에 유의한 영향을 주는 것으로 나타났다. 그리고 시스템 접근성과 정보의 포맷이 상담원이 인지하는 품질에 가장 큰 영향을 주는 것으로 나타났다. 이러한 실증분석 결과를 토대로, 콜센터 인적자원관리와 정보시스템 구축에 대한 시사점을 제시하였다.

• The Journal of The Korea Institute of Intelligent Transport Systems
• /
• v.15 no.3
• /
• pp.129-145
• /
• 2016

This paper analyzed and compared the service level and satisfaction of the sidewalks in collector roads from 6 different location, which has a lot of volume of pedestrians. For the study, it performed an investigation of road geometry, flow, research about satisfaction of walking and video recording. Based on this data, this study computed the service level of the sidewalks and pedestrian satisfaction. This study made a sense of correlation between service level and satisfaction. Also it focused on factors influencing on the effectiveness of satisfaction. This study also analyzed the change of walking behavior chracteristics according to the change of the level of satisfaction. This study adopted Multi-Modal Level of Service(MMLOS) method, because it could consider more factors. This study reached the conclusion that MMLOS method cannot completely reflect the level of pedestrian satisfaction. We have to consider more factors than in the current system for use in the development of sidewalk design. The result of this study is expected to reflect the pedestrian satisfaction in future sidewalks design.

• Journal of Korean Society of Forest Science
• /
• v.97 no.3
• /
• pp.340-347
• /
• 2008

This study investigates the conceptional structure between festival service quality, visitor's satisfaction, loyalty and festival effects in the Juwangsan Sudalrae mountainous local festival. In order to analyze the structural equation model the paper employed the LISREL (linear structural relationships) approach, covariance structural equation model. Data of 445 visitors were collected from the Juwangsan Sudalrae festival in 2008. Research findings showed that experience, facility and service are positively related to visitors' satisfaction. In addition, visitors' satisfaction is related to loyalty and festival effects. One of the major research findings is that the festival service most affects visitors' satisfaction. This implies that the host of mountainous local festival must put great emphasis on organizing hospitality and festival information. This will lead the festival to a great success and ultimately bring positive impacts to the mountainous residents.

• Culinary science and hospitality research
• /
• v.15 no.3
• /
• pp.294-306
• /
• 2009

Although the external aspects of the family restaurant industry such as sales volume and the number of restaurants are rapidly increasing, and the environmental changes of the restaurant industry give rise to the importance of a more systematic and detailed study. The objective of this study is to examine which factors and how they influence the intention of revisit, and present an effective restaurant marketing strategy based on the analytical results by patrons and market segmentations. In order to substantiate the proposed model of this study, the SPSS Win 12.0 program was used for the statistical analysis. The results showed that service quality factors had a positive effect on satisfaction, word of mouth, recommendation and intention of revisit. The study verifies how service quality which consists of selection attribute, customer satisfaction and intention of revisit influences revisit.