• The Journal of the Korea Contents Association
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• v.20 no.8
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• pp.583-597
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• 2020

This study analyzed how elderly people's perception of social welfare affects social welfare service and social welfare policy satisfaction by paying attention to the use of social welfare services and satisfaction with social welfare policies. In order to achieve this research goal, 465 people aged 60 or older who completed responses to the additional survey were collected and analyzed as research targets based on data from the Korea Welfare Panel, which is accumulated by the Korea Institute for Health and Social Affairs and Seoul National University's Social Welfare Research Institute. The results of this study are as follows. First, "Awareness of welfare for the elderly (recognition of welfare expenditure, recognition of welfare targets, recognition of welfare tax increases)" was found to have a negative impact on "use of social services." Second, "Awareness of welfare for the elderly (recognition of welfare expenditure, recognition of welfare targets, recognition of welfare tax increases)" was found to have a negative impact on "satisfaction with social welfare policies." Third, the impact of the recognition of welfare for the elderly on the use of social services was found to be different according to the demographic characteristics (education level, income level, educational background, gender). Fourth, according to the "population statistical characteristics (education level, income level, educational background, gender)" the impact of the recognition of welfare for the elderly on the satisfaction of social welfare policy was shown to be different. The implications of this study are that we looked at multi-dimensional welfare awareness and social service use experience together as factors affecting social welfare policy satisfaction. In other words, it is meaningful that the government focused on welfare awareness based on individual values and subjective perceptions as an influence on social welfare policy satisfaction, and sought practical alternatives to welfare policies and welfare sites by examining whether the experience of using social services in relation to welfare awareness and social welfare policy satisfaction among the elderly.

• Journal of the Korean Society of Food Science and Nutrition
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• v.32 no.7
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• pp.1153-1163
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• 2003

The purpose of this study was to evaluate the patients' satisfaction with the quality of hospital food service in Busan area. For the purpose, questionnaires were distributed to 271 hospitalized patients in 4 hospitals (three hospitals for self-operated foodservice, one for contracted foodservice) within 130 beds. The average scores were -0.99/5.00 for quality satisfaction of meal characteristics, -0.68/5.00 for service characteristics, and -0.37/5.00 for nutrition characteristics. The items of low scores in quality satisfaction were treatment of complaints, nutrition of meals, provision of nutritional information, the seasoning of the meals, selective menu, and sanitation of the meals. At the expectation and perception grid, high expectation and high perception items were cleanliness of employees' clothes, cleanliness of dish, employees' courtesy, exactness of meal time, and sanitation of the meals. High expectation and low perception items were treatment of complaints and nutrition. The patients with little appetite showed significantly (p<0.01) lower average scores in meal, service, and nutrition characteristics than those with much appetite. The self-operated foodservice operation had significantly (p<0.01) higher average scores in meal, service, and nutrition characteristics than those of the contracted foodservice operation. The patients hoped to improve the taste of cooked rice and side dish, quantity of the side dish, variety of menu, and sanitation of the meals.

• Journal of the Korea Society of Computer and Information
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• v.25 no.10
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• pp.241-248
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• 2020

In this study, to investigate the relationship between early morning delivery's logistics service quality (order quality, delivery quality, and after service quality) and customer satisfaction, and the moderating effect of eco-friendly attitude, the constructs were made up based on previous studies. A survey was conducted on early morning delivery users, and 210 questionnaires were used for empirical analysis. The collected data was analyzed by SPSS 25.0 and AMOS 21.0. The results are as follows: first, it was found that the logistics service quality has a positive effect on customer satisfaction. Second, it was found that the delivery quality has the greatest effect on customer satisfaction. Third, as a result of testing the moderating effect of eco friendly attitudes in the relationship between the logistics service quality and customer satisfaction, in the case of the order quality among the logistics service quality, the differences between the groups were identified according to eco-friendly attitudes. In conclusion, the implications and limitations of this study are presented.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.277-294
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• 2016

This study was to empirically determine the relationship between hotel food & beverage service quality, and customer satisfaction and brand loyalty. A total of 260 survey responses were collected from food & beverage' customers of seven five star hotels in Seoul. The results of hypothesis testing can be summarized as follows. The results showed that facility and reliability factors, and employee service and excellence factors had significant effects on customer satisfaction, and then reliability factors and excellence factor had significant effects on brand loyalty. Customer satisfaction also had a significant effect on brand loyalty. It can be concluded that the service quality components of hotel food & beverages are perceived responsiveness, service capabilities, food and beverages products, and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results of this study.

• Asia Marketing Journal
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• v.7 no.3
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• pp.1-27
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• 2005

This study investigated the effects of two types of customer extra-role behavior (citizenship and badness behavior) on perceived service quality, customer satisfaction, and repurchase intention. The model was tested with a sample of sports center customers by using structural equation modeling. The findings supported the effects of customer citizenship and badness behavior, and all structural path coefficients were significant. However, the differential effects of customer citizenship and badness behavior on perceived service quality were not significant. Lastly, perceived service quality fully mediated the effects of customer citizenship and badness behavior on customer satisfaction and repurchase intention. The results of the present study demonstrate that service organizations need to manage all two types of customer behavior. Further, it provides new insights into the relationships among customer's extra-role behavior, customer satisfaction, and repurchase intention.

• Proceedings of the Korean Society of Computer Information Conference
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• 2016.07a
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• pp.63-64
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• 2016

고객만족 활성화를 위한 노력의 하나로 NPS 기반의 심층 VOC를 수집하여 프로세스 기반의 프레임워크 전략을 제안한다. 기존의 고객 Segmentation 방식은 조사 대상 전체의 응답자 특성을 기반으로 한 방식이다. 이 번의 제안한 전략 프레임워크는 순고객추천지수(NPS : Net Promoter Score) 실사를 통한 고개의 심층 VOC(Voice of Customer)를 기반으로 분석한 방식이다. 본 논문에서는 KISTI의 과학기술정보 서비스에 대한 고객만족도를 기반으로 하여 충성고객을 예측할 수 있는 프레임워크를 구축하는 것이다. 이를 위해 서비스를 경험한 2,500여 명의 의사결정자를 대상으로 과학기술정보 서비스에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 충성고객을 확보하는데 사전 예측자료로 활용될 수 있다.

• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.919-925
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• 2007

본 연구는 M-Commerce 고객을 대상으로 라이프-스타일 특성에 따른 관계혜택, 서비스 만족 및 재구매 관계에 대한 연구모형을 설정하고, 경로분석을 통하여 M-Commerce의 구매 결정 요인을 도출하여 M-Commerce의 효율적 운영 방안을 제시하였다. 라이프스타일 I (전통적 안정 추구형)은 고객화 혜택, 심리적 혜택, 사회적 혜택 순, 라이프스타일 II (현실중심 생활형)는 경제적 혜택, 고객화 혜택, 심리적 혜택 순, 라이프스타일 Ill (수동적 독립지향형)는 은 고객화 혜택, 경제적 혜택, 심리적 혜택 순, 라이프스타일 Ⅳ (진취적 여가 활동형)은 심리적 혜택, 고객화 혜택, 경제적 혜택, 사회적 혜택 순으로 서비스 만족에 영향을 미치며 서비스 만족이 재구매 결정에 긍정적 영향을 미치는 것으로 조사되었다.

• Proceedings of the Korean Society of Broadcast Engineers Conference
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• 2013.06a
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• pp.394-397
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• 2013

본 연구는 N스크린 서비스의 이용행태(교차이용, 개인별 단말기 보유량, N스크린 이용을 위한 지불금액, N스크린 이용시간), 콘텐츠 특성(채널의 다양성, VOD의 다양성), 기능적 요인(시스템품질, 인터페이스, 결제시스템), 비용에 대한 이용자의 인식이 이용만족도와 지속이용의사에 미치는 영향을 살펴보았다. N스크린 유료 경험이 있는 이용자를 대상으로 (N=498), 웹을 통한 설문조사를 한 결과, 이용만족도에 가장 큰 영향을 미치는 요인은 기능적 요인 중 인터페이스로 나타났으며, 결제시스템, VOD의 다양성, 채널의 다양성, 비용 순으로 유의하게 나타났다. 본 연구는 이용자 차원에서 서비스 만족에 영향을 주는 요인들을 밝혀냄으로써, N스크린과 스마트TV의 활성화를 위한 기초 자료를 제공하는 데 의의가 있다.

• 한국IT서비스학회:학술대회논문집
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• 2006.11a
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• pp.449-454
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• 2006

본 연구는 감리품질에 따른 감리성과와 프로젝트성과에의 영향으로 감리의뢰기관이 해당 감리기관에 재구매의도 또는 재계약의도에 대한 영향을 조사하였다. 연구결과, 설정된 연구모형을 중심으로 전반적인 분석을 수행하였으며, 경로분석 결과 모든 영향관계가 유의한 것으로 나타났다. 감리품질이 프로젝트성과와 감리효과 및 만족도에 정의 유의한 영향을 미치는 것으로 나타나 프로젝트성과와 감리 효과 및 만족도를 향상시키기 위해서는 감리품질뿐만 아니라 감리품질에 영향을 미치는 감리서비스요인에 대해 판단할 필요가 있으며, 감리효과와 만족도가 높으면 재구매에 정의 영향을 미치고, 프로젝트 성과가 높으면 재구매에 정의 영향을 미치는 것으로 나타났다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.11
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• pp.6604-6612
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• 2014

The purpose of this study was to provide basic knowledge and a proper education-training program for hotel enterprises. The results are as follows. First, an education-training program was focused on five factors. Service quality, Job, Organization culture, Self improvement, and Language. Second, the Importance Performance Analysis Result show that Keep the Good Work variables are the Customer reception, Food hygiene, Hygienic management, Cooking, First aid, Self development, and Communication. Possible excesses include Customer satisfaction, Business vision, Brand, Prevention of sexual harassment, Multiple cultures. Finally, an education training program should focus mainly on 'Manner', 'Table manner', 'Personal hygiene' and 'Chinese'.