• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.391-400
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• 2012

The primary purpose of this paper was carried out to investigate the casual relationship between the servicescape factors and customer`s voluntary behavior, and revisit intention on the wine specific restaurant. For this purpose, a research was developed based on the relevant literature reviews. Data have been collected from 103 a real economic actors who was visited in Daejeon region and were tested by various statistical methods. The results of this empirical study was summarized as follows. The relations between the quality of servicescape of the wine specific restaurant and customer satisfaction have an effects on revisit intention significantly. As a result, a satisfied customers have more intention to revisit the wine specific restaurant. In contrast, there is no significant relationship between servicesacpe and revisit intention in the wine specific restaurant. Therefore, restaurants were required to provide to suitable servicescape by suggesting customer`s revisit inducement strategy. This study of servicescape and customer satisfaction in the wine specific restaurant can provide useful information to growing the wine market and wine specific restaurant specifically.

• The Journal of the Korea Contents Association
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• v.10 no.1
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• pp.381-390
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• 2010

The study aims to figure the effect quality of perceived education service on service value of student' satisfaction major in physical education students' of college. The subjects of the study are students enrolled in Junior colleges located in Seoul and five major cities (Busan, Daejeon, Incheon, Ulsan and Gwangju) as of May 2008. It adopted purposeful sampling method to sample 443 students, and 409 effective samples were used in the study. SPSS 12.0 was used to conduct factor, reliability, frequent analysis, correlation and regression analyses, and the study reached the following conclusions. First, the tangibles and responsiveness of the quality of education service had positive effected on the value of service. Second, the tangibles, reliability, responsiveness and irritability had positive effected on students' satisfaction. Third, the value of service had positive effected on students' satisfaction.

• Journal of the Korean Society for Library and Information Science
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• v.40 no.4
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• pp.165-181
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• 2006

This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.127-138
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• 2013

This study aims to grope for the factors that can influence consumer when they evaluate sports centers' service multilaterally in order to draw strategic operation methods for sports centers. This article examines the relationship among sports centers' service guarantee, service quality, service value, customer satisfaction, and customer loyalty. This study selects 2 sports centers located in Seoul and then conducts a survey to 200 members of the sports centers. The data collected go through frequency analysis, reliability analysis, and exploratory factor analysis with SPSS 16.0, and also AMOS 18.0 is utilized to perform confirmatory factor analysis and hypothesis verification. According to the study result First, service guarantee affects service quality positively while it does not affect customer loyalty. Second, service quality affects service value positively. Third, service value affects customer satisfaction and customer loyalty positively. Therefore this study has verified the marketing effectiveness of service guarantee in sports centers, so it can be said that the study has drawn practical operation methods.

• The Journal of the Korea Contents Association
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• v.7 no.7
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• pp.133-143
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• 2007

The object of this study is to empirically analyze the effects of information support quality and service quality on service satisfaction of department store. To investigate the purpose of this study, literature review and survey were conducted. for statistical analysis, factor analysis, analysis of variance(ANOVA), and regression in order by the contingency grouping method were used. In conclusion of this study are as follows First, The regression analysis had effects on information support quality and service satisfaction. Second, The Analysis of variance(ANOVA) and regression had effects on information support quality and service satisfaction as service quality factors. Result, The information support accuracy and service quality had additional effect about customer relation.

• 한국IT서비스학회:학술대회논문집
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• 2007.11a
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• pp.88-94
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• 2007

오늘날 우리사회에서는 유비쿼터스를 비롯한 정보기술의 급격한 발전에 따라 GIS를 통하여 누구나 일장 속에서 직접 지리정보를 활용할 수 있게 되면서 양질의 지리정보에 대하여 관심을 보이는 편이다. 본 연구에서 다루고자하는 지리정보는 일반시민의 생활과 가장 밀접하고 친숙한 형태의 정보 중 하나이며, 정보로서의 활용도가 매우 높다. 하지만 아직까지 지리정보 데이터베이스 서비스 품질 평가에 주안점을 둔 평가모델이나 평가차원을 도출해보려는 시도에 대한 선행연구가제대로 된 적이 없다. 이에 본 연구에서는 지리정보 데이터베이스 서비스 경우에 서비스품질에 핵심적인 속성들이 무엇인지, 고객만족에 영향을 미치는 가장 중요한 데이터베이스 서비스 품질속성은 무엇인지 알아보고자 한다. 또한 고객의 만족을 실현할 수 있기 위해서는 데이터베이스 서비스 품질속성들이 각각 어떤 수준으로 제공되어야 할 것인가 라는 문제를 컨조인트 분석을 통해 해결해 보고자 한다.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.2
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• pp.137-155
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• 2017

Many university libraries, facing financial difficulties, have been forced to operate on a tighter budget. Such trend has created the need for an objective standard that will prioritize current library services. This study derives service quality factor via open coding from internet postings posted in the last five years on the Korean National Open University's library website, and also calculates the customer satisfaction quotient and dissatisfaction quotient using the Kano Model and Timko's Customer Satisfaction Coefficient. The result draws 25 service quality factors across 3 categories consisting of: (i) 8 attractive qualities, (ii) 15 one-dimensional qualities and (iii) 2 reverse qualities. The study, through the calculation of Timko's Customer Satisfaction Coefficient per service quality, proposes an intensive service that can prioritize the efficient use of library budget.

• Electronics and Telecommunications Trends
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• v.8 no.1
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• pp.77-84
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• 1993

본 연구는 ‘90년과 ’91년에 수행한 면접 및 우편을 이용한 전화서비스 품질에 관한 사용자의 만족도 평가조사의 단점 및 미비점을 보완하기 위한 방법으로, 운영시스팀인 SLMOS 와 LCR을 이용하여 전화수리 및 전화가설공사가 완료된 이용자를 빠르게 파악하여, 군락표집 및 비례층화표집방법으로 피험자를 선정, 전화로 설문조사를 수행함으로써 신뢰성 및 타당성을 지닌 설문조사를 수행하였다. 이렇게 조사된 데이터를 CCITT가 MOS 측정에 대하여 권고한 지침에 의하여 분석하여, 이용자가 인내할 수 있는 최저 품질의 한계치를 구해보았다. 이러한 방법을 이용하면 전화서비스품질의 기준값 작성이 가능하리라 본다.

• Culinary science and hospitality research
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• v.20 no.4
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• pp.224-238
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• 2014

This study aimed to identify that the physical environment of a food service company has influenced on the perceived service quality, menu quality and customer satisfaction. To achieve the purpose of this study, it reviewed the theoretical background about the physical environment, the perceived service quality, the perceived menu quality and customer satisfaction. Moreover, this study conducted a corresponding empirical analysis. For the empirical analysis, a questionnaire was given to a total of 275 regular restaurant customers at Busan area. The results of the empirical analysis were shown as follows. 1) The components of physical environment of a service company are the attractiveness, cleanliness, space & convenience and the ambient factor of physical environment. 2) For the attractiveness of the physical environment, cleanliness and the ambience factors of the physical environment have influenced on the perceived service quality and menu quality. 3) The perceived service quality has influence on the perceived the menu quality. 4) The perceived service quality and the menu quality have influence on the customer satisfaction.

• Review of Culture and Economy
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• v.17 no.2
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• pp.137-159
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• 2014

The items currently used in museum service evaluations fail to offer satisfactory suggestions that could aid in the improvement of museum services. This study aims to identify and develop items that take into consideration the unique nature of art museum services. This study also identifies factors that determine visitor satisfaction and decisions to revisit with the end of offering methods to improve art museum service. The research conducted was based on an on-site survey of visitors of the Gwangju Art Museum. 223 questionnaires were collected, 211 of which were used in the data analysis. Factor analysis was applied to identify service factors to be considered at art museums. Regression analysis was then applied to estimate the influence of each factor in visitor satisfaction and revisit intention. This study first identifies five service quality factors of art museums: display method, employers, content, facilities, and supplemental programs. Results of the regression analysis showed that content is the most important factor in raising customer satisfaction and revisit intention. Supplemental programs were also significant in raising young and family customer satisfaction. The results also showed that various supplemental services such as education and experiential programs were necessary. Service facilities were also statistically significant factors in customer satisfaction and revisit intention. This study contributes in identifying five factors that could better measure art museum service quality. It also suggests a method to improve museum service quality based on the results of empirical investigations. This information could be of great help to art museum operators and other researchers.