• KSCE Journal of Civil and Environmental Engineering Research
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• v.29 no.5D
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• pp.587-595
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• 2009

Since October 11th, 2007, water taxi service in Han River has been operated for commuting and sightseeing. However, it is less popularized than expected because of economical problem and accessibility. Therefore, this paper develops service estimation items for water taxi based upon literature review on public transportation. It also conducts survey questionnaire and IPA (Importance Performance Analysis) Analysis to analyze service characteristics of water taxi users and provide several implications. The results are follows: First, economical problem should be solved out as showed in the 'main improvement' item. Second, accessibility, informativeness and convenience in the 'required improvement' item, and security and punctuality in the 'keep up the good work' item are presented. Third, kindness and soundness are showed in the 'the maintenance of current situation' item. All in all, if municipal considers economical problem, accessibility, informativeness, and convenience as it improves water tax service, it will make it possible to attract more water taxi users.

• Journal of agricultural medicine and community health
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• v.30 no.1
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• pp.89-100
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• 2005

Objectives: This study was to find the effected factors on customer satisfaction for medical service and the willingness to revisit among hospital users Methods: The data was collected by a questionnaire survey from February 1 to April 30, 2004, and 600 samples have been analysed among users of university hospital, private hospital and public hospital in a local city. Results and Conclusions: The satisfaction total score to use hospital was 113.54 points(out of 175 point), these scores were constituted 39.10 points(out of 55 point) on satisfaction score for kindness of hospital employee, 36.28 points(out of 60 point) for equipment utilization and service formality, 18.59 points(out of 30 point) for environmental status and 19.57 points(out of 30 points) for reliability in medical examination and treatment service. The factors effected on satisfaction total score to use hospital were type of visiting hospital, age of customer, convenience to visit the hospital, experience of using other hospitals(R2=0.171). The effected factors of willingness to revisit scores were such as satisfaction score in medical examination and treatment service, satisfaction score of kindness hospital employee, experience of health examination and age of customer($R^2=0.370$). In conclusion, to raise the response's willingness to revisit. This must be reinforced by employee's kindness education and medical service quality.

• Journal of Digital Convergence
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• v.15 no.6
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• pp.165-178
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• 2017

O2O platforms are developing in a business area of daily life with evolution of IT technology. The aim of this research is to identify any quality factor of online and offline which affects the satisfaction of O2O service by business characteristic and to varify the relationship between service satisfaction and reuse intention. In this study, information quality, system quality and service quality are defined as factors for online quality and perceived quality and perceived price defined as offline quality. This study was conducted on 199 users who use O2O service. The results showed that online quality system and perceived price of offline quality had a positive effect on user satisfaction and that user satisfaction had a positive effect on Intention to Reuse. These results will provide guidelines for O2O service providers to improve their online services and to select an offline vendor for the O2O platform. It would provide customized O2O service according to personal property of a customer, in case that further research by types of business or service, which are not covered this paper.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.94-111
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• 2009

Franchise restaurants in Korea are making efforts to improve service quality by developing and following service quality manuals to provide uniform services. This study was conducted to verify the fact that such efforts to provide uniform services would increase customer satisfaction and influence customers' decision to revisit. After setting up research models and hypotheses, the survey was conducted for 30 days from April 1 to 30, 2008 and a total of 279 copies were analyzed. The result of this study includes three findings. First, among the independent variables pertaining to the influence of uniform service quality on customer satisfaction, service uniformity, brand uniformity, and space arrangement uniformity were most influential. Also, among the brand image variables, service uniformity was most influential on customer satisfaction. Second, it was found that uniform service quality had positive influence on customers' behavioral intentions and that menu was the most influential factor. Third, it was found that higher customer satisfaction had greater influence on customers' behavioral intentions.

• Journal of the Korean Society for information Management
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• v.30 no.3
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• pp.207-228
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• 2013

The purpose of this study is to reveal the influence of the expectation and perceived performance of the online science & technology information service quality on user satisfaction and royalty. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, among seven expectation factors, four factors (reliability, convenience, system usability and information quality) had a positive effect on the user satisfaction. Second, while service recovery had a negative effect on the royalty, the other six factors (reliability, convenience, system usability, responsiveness, security and information quality) had a positive effect on the royalty. Third, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the user satisfaction. Fourth, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the royalty. As a result, information quality, reliability and convenience of the expectation and perceived performance are common factors influencing user satisfaction and royalty.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.4
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• pp.56-64
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• 2020

Service quality research is being conducted actively to improve customer satisfaction in various fields, but no research has been done on the service quality of small arms in the national defense. To enhance the user satisfaction and quality of small arms, this study aimed to derive the main quality attributes, measure the current level of satisfaction, and explore the elements requiring improvement. For this, a questionnaire survey based on the Kano model and SERVQUAL model was conducted on the identified service quality factors through discussions of experts involved in the production, quality assurance, and operation. All service quality factors were classified as one-dimensional elements, and an analysis of the Kano-SERVQUAL integrated approach showed that the user's expectation and dissatisfaction coefficient had a strong positive correlation with a 1% significance level, and user's perception value and satisfaction coefficient had a negative correlation with the 1% significance level. Using the Kano-SERVQUAL integrated approach, the priority service quality attributes for small arms requiring improvement among the many areas of service quality could be identified. Overall, it is expected that service-quality-level measurements can be used to improve the quality level of munitions as well as user satisfaction.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.2
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• pp.151-169
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• 2012

This research analyzed and compared the public library satisfaction level between South Korea and USA public library user. This research looked at the public library user's nominal complains to the library from various countries and analyzed the impact variance of customer satisfaction level by using four key factors(faculty, facility, online service, books). The results were, first, overall customer satisfaction level of USA average(m=3.91) was higher then South Korea average(m=3.08) with a difference of m=0.83. Second, in the outcome of the survey conducted in South Korea, all four key factors were strongly related to customer satisfaction level, whereas the survey conducted in the USA, only two key factors showed relation to the customer satisfaction level which were facility and online service. Lastly, In the survey conducted in South Korea, out of the four key factors, Faculty(${\beta}$=.838) and online service(${\beta}$=.496) were the only two key factors that influenced the customer satisfaction level. In the survey conducted in the USA, Facility(${\beta}$=.441) and online service(${\beta}$=.471) were the two key factors that influenced customer satisfaction level. Therefore, South Korea should invest in increasing online service and educating faculty service as well as managing more intensively in software type field policies.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.33 no.1
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• pp.261-272
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• 2013

LRT(Light Rail Transit), which has many merits compared with Heavy Rail Transit, is an effective public transport. Therefore, many local governments are pushing ahead with LRT. Busan had already adopted LRT(AGT)s like Busan Subway Line 4(Bansong Route) and Busan Gimhae Light Rail Transit(BGLRT) domestically for the first time. This study analyzes user satisfaction about the services of adopted LRTs and set right priorities of remeding their shortcomings from the user's perspective. In this paper, we surveyed safety consciousness and services satisfaction of LRT(BGLRT) users, and made two User Satisfaction Models of each LRT(BGLRT and Bansong Route) using Structural Equation Model. With established User Satisfaction Models(BGLRT Model and Bansong Route Model), we compared BGLRT and Bansong Route. Finally we found the measures and priorities for the improvements of LRT's services in the aspect of LRT users.

• Journal of the Korean Applied Science and Technology
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• v.39 no.5
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• pp.666-673
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• 2022

This study attempted to provide basic data on the operation plan by investigating how the servicescape of domestic water sports facilities affects customer satisfaction and participation behavior. Therefore, participants in their 20s or older were selected as samples among those who experienced water sports facilities. The survey was conducted non-face-to-face from April 25 to July 15, 2022, and a total of 243 copies of data were used for the final analysis. For data processing, frequency analysis, exploratory factor analysis, item consistency, correlation analysis, simple and multiple regression analysis were performed using the SPSS (ver. 21.0) program. As a result of this study, first, it was found that the water sports facility servicescape affects the value in the order of convenience, empathy, and facility environment. Second, it was found that customer satisfaction at water sports facilities had an effect on participation behavior. Third, it was found that the water sports facility servicescape affects participation behavior in the order of facility environment, service, convenience, and empathy.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.9
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• pp.3967-3974
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• 2011

In this study, the college's curriculum and industry satisfaction with graduates were investigated. As a result, the college education of the consumer's feedback to an education as the basis for the survey was conducted. To this end, a survey of industry conducted and analyzed a result. Questions of the survey are as follows: Foundation for industrial research, the recruitment of new employees, research on skills, basic research on curriculum, and skills related to satisfaction surveys were conducted. According to survey results the average period of employment in manufacturing. Research and development, and public officials, and management in the area has served more than three years. Distribution and service the tourism sector, mainly two years. The major practical difficulty in working theory of scarcity and insufficient foreign language skills, and inter personal relationship. Working in a variety of school curriculum and an emphasis on training relevant and practical by developing a training curriculum and the majors, colleges will improve for the satisfaction.