• Journal of Digital Convergence
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• v.17 no.2
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• pp.145-153
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• 2019

The purpose of this study is to identify the effects of educational service quality on student satisfaction, university image, commitment, and loyalty in the changing environment of university education environment, and to suggest a strategic plan for university education in high quality. To do this, we set up six hypotheses and conducted an empirical analysis with the sample of 229 senior students attending colleges and universities in the metropolitan area. The results of hypothesis verification says that the educational service quality has a positive effect on satisfaction and image, and the satisfaction shows an influence on commitment and loyalty. But the image proved to have no effect on commitment. The commitment was found to affect loyalty. It can be said that the efforts to improve the quality of educational service have an impact on the image and loyalty of colleges and universities and the effects help to improve the long term competitiveness of colleges and universities. The ultimate effects for the quality control of educational service will suggest the survival ways in the changing university educational environment.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.81-95
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• 2019

The concept of customer satisfaction is very important issue in the service firms. All service firms should delight theirs customers? Which service contexts creating customer delight results in better positive performance? This study is to examine the moderating effect of service type on the customer delight-behavioral intention relationship. Data from consumers across two distinct service contexts (retail banks and upscale restaurants) were obtained. Using the multiple moderating regression analysis, the proposed hypotheses in this study were tested. The results reveal that customer delight had a greater positive impact on both revisit and referral intention in the hedonic service than the utilitarian service. This study suggests specific service contexts where customer delight strategies generate better desirable results. The customer delight strategy is able to be applied in both hedonic and utilitarian services, but it is more effective to lead customer loyalty in the hedonic service than utilitarian services. Service firms need a strategic approach to customer satisfaction strategies. This study provide strategic implications for service firms to efficiently manage and allocate resources, and can help them in making decisions about establishing and implementing customer satisfaction strategies.

• The Korean Journal of Applied Statistics
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• v.27 no.2
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• pp.197-209
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• 2014

This paper analyzes the relationship of the selection attribute of golf course, the service quality, service value, customer loyalty and revisiting golf course, which is a customer loyalty and orally transmitted effect. The selection attribute of golf course such as convenience, cost, course condition and service has a significant effect on service quality, service value, customer satisfaction and customer loyalty. Service quality has a significant effect on service value, customer satisfaction and customer loyalty. It is estimated that customer satisfaction has a significant effect on customer loyalty.

• Journal of the Korea Society of Computer and Information
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• v.25 no.1
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• pp.177-185
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• 2020

The purpose of this study is to analyze the effect of patient's perceived medical quality of service on satisfaction, hospital reputation, and loyalty to provide a strategic way to increase profitability and competitiveness of hospitals by preventing the departure of existing customers and promoting reuse. AMOS 20.0 was used for structural model analysis and identification factor analysis and SPSS 21.0 program was used for empirical analysis. As a result, the quality of medical service had a significant effect on satisfaction and reputation, and the quality of medical service had the greatest effect on satisfaction. Satisfaction has a positive effect on reputation and loyalty and is an important factor in determining loyalty. Recognizing the importance of improving quality of service and building relationships with patients should be prepared for strengthening relationships.

• Journal of the Korean Society for information Management
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• v.22 no.4 s.58
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• pp.61-78
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• 2005

This study investigates the influences of the service qualify of public libraries, including printed publications, internet and electronic materials, culture programs and. service, library environment and facilities, and library staff, on the general satisfaction of the users, complaining intentions, and loyalty including reuse intentions. It develops a library user satisfaction model and testifies it through path analysis using questionnaires from 443 public library users in Daegu Metropolitan City area. This study shows that service qualities of printed publications, culture programs and service, library environment and facilities, and library staff Influence significantly on the general satisfaction of the users, and that service quality of library environment and facilities is the major variable which influences satisfaction and loyalty of the public library.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.2
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• pp.598-604
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• 2013

This research the impacts of the tourism service quailty to the beahvioral intentions and loyalty to the results are as follow. Study results showed that the quality and behavior of tourist loyalty significantly affecting. Through these results, first, we could suggest one for the tourist to improve the quality of future loyalty to the new material could present on the tourist destination of Cheongbuk. Second, applied quality is important to know was intangible goods such as tourism and tourism quality as new research on the tourist destination of Cheongbuk. These results can be presented to expand the coverage associated with the quality of the tourist academically based. Tourist destination of industrial brand strategy was able to give many implications.

• Management & Information Systems Review
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• v.34 no.5
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• pp.93-110
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• 2015

This research is based on studies about functional service quality in service marketing field and tries to expand application of lovemark effect for service employee. To test the effect of service employee job attributes on lovemark as the antecedents, the analysis was held with customers who experienced specific service retail store recently. According to the research result, service employee job attributes factors including expertise and communication have positive effect on the lovemark. Furthermore, lovemark affected store loyalty significantly. The research has several marketing implication on service marketing and lovemark theory. For service providers, customers'perception of service employee's job attributes can present 'positive lovemark effect' and develop store loyalty in the service marketing perspectives.

• Journal of Navigation and Port Research
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• v.42 no.6
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• pp.406-414
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• 2018

The objective of this study was to analyze the effect of characteristics of maritime telemedicine (service quality, recognition or not of service, health counselling service experience or not) on seafarer's satisfaction, and also analyze the effect of seafarer's satisfaction on loyalty. This study's data was collected from the Research Report of Survey of telemedicine service subjects in 2017 conducted in the maritime telemedicine pilot project. However, only 103 seafarers who received maritime telemedicine (Tele-Monitering) services were analyzed statistically. The main results of this study were as follows. ⅰ) Better service quality led to higher levels of satisfaction, ii) High levels of seafarer's satisfaction led to high levels of loyalty, iii) Seafarers whose age is under 50 than 30 years old are less satisfied, ⅳ) In total boarding career, Seafarers with more than 5 years but less than 10 years were more satisfied than seafarers with less than 5 years, ⅴ) Seafarers with more than 10 years but less than 15 years were more satisfied than seafarers with less than 5 years, ⅵ) Seafarers with more than 15 years but less than 20 years were more satisfied than seafarers with less than 5 years, ⅶ) Also, Seafarers in excess of 20 years were more satisfied than seafarers with less than 5 years, In conclusion, ⅰ) Better service quality led to higher levels of satisfaction and loyalty. Accordingly, the improvement of service quality is not only an important factor in improving satisfaction and loyalty, but also plays an important role in forming a positive image of maritime telemedicine. ⅱ) Seafarers with younger age and lower overall total boarding career were more satisfied. It is believed that the seafarer who are willing to use telemedicine and who are willing to refer to others are young.

• The Journal of the Korea Contents Association
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• v.10 no.9
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• pp.455-468
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• 2010

The purpose of this study is to understand how and what kind of service quality impacts value of membership and customer satisfaction, and to analyze how value of membership and customer satisfaction influence on customer loyalty in order to apply the results of this study to the management level of individual companies. The valuable outcomes of the survey were 485 as a result of excluding both no response and non-trustful answers. The previous used questions of other researchers were modified and used in this study, and both SPSS 12.0 and AMOS 7.0 were in use as analytical softwares In this study, service quality of golf resort positively impacts membership's value, and service quality influences upon customer satisfaction in a positive way. The value of service quality heavily impacts customer satisfaction, and customer satisfaction positively influences upon customer loyalty. On the other hand, it is hardly find a remark between value of loyalty and customer's satisfaction.

• 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.