• Asia Marketing Journal
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• v.4 no.1
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• pp.77-100
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• 2002

본 연구는 대학 환경특성이 전반적 서비스품질, 서비스가치와 학생만족에 어떠한 영향을 미치는가에 대한 구조적 관계를 설정하고 이를 실증적으로 검증하였다. 저자들은 선행연구와 학생들과의 토의를 통하여 학생만족을 결정짓는 변수들을 24개로 선정하였다. 요인분석 결과, 교수/교육과정, 교육시설, 학내외 활동/위치, 교육지원서비스, 편의시설, 수업료의 6개 요인이 도출되었다. C 대학교의 463명의 학생으로부터 수집된 자료는 Lisrel 8.3을 이용하여 분석되었다. 실증분석 결과, 요약과 시사점은 다음과 같다. 첫째, 교육시설 요인이 전반적 서비스품질에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 둘째, 학내외 활동/위치 요인이 전반적 서비스품질에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 셋째, 교육지원서비스 요인이 전반적 서비스품질에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 넷째, 교수/교육과정 요인이 전반적 서비스품질에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 다섯째, 전반적 서비스품질이 지각된 서비스가치에 정(+)의 유의적 영향을 미치는 것으로 나타났다, 여섯째, 전반적 서비스품질이 학생만족에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 일곱째, 지각된 서비스가치가 학생만족에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 이러한 본 연구의 결과는 대학환경특성과 학생만족 간의 관계에 있어서 전반적 서비스품질과 서비스가치가 매개역할을 한다는 것을 의미하는 것이다. 연구의 마지막에서는 관리적 시사점과 미래의 연구방향이 제시되었다.

• The Journal of the Korea Contents Association
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• v.21 no.2
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• pp.68-77
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• 2021

The purpose of this study is to The exhibition's service quality was divided into three factors: event content, publicity, and empathy. First, the exhibition's service quality had positive effects on visitors' perceived value and overall satisfaction. Visitors' perceived value also showed a positive effect on their overall satisfaction. Second, each of visitors' perceived value and overall satisfaction had positive effects on their loyalty. Third, in effect decomposition, the total effect of the exhibition's service quality on visitors' perceived value was largest, followed by the service quality's total effect on their overall satisfaction and the service quality's total effect on their loyalty in order. In addition, statistically significant total effects were found between visitors' perceived value and overall satisfaction, as well as between visitors' perceived value and loyalty. As a result, mediating effects such as visitors' overall satisfaction had a positive contribution. Accordingly, statistically significant effects were confirmed in the relationships between all endogenous and exogenous variables.

• Journal of Global Scholars of Marketing Science
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• v.7
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• pp.239-259
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• 2001

The purpose of this study is to analyze service quality factors that consumers perceive during their purchasing product on Internet Shopping Mall. The study defines the characteristic quality dimensions of Internet Shopping Mall by adding three dimensions consisting of convenience, security and entertainment to PZB's SERVQUAL scale. Consumers' purchase process on Internet Shopping Mall is examined by finding the relation between their perceived risk factor and repurchase intention. The study results show that consumers' higher appraisal degree on service quality means their higher repurchase intentions, their lower perceived risks degree. The repurchase intentions and the perceived risks degree have negative correlation. The more consumers have experienced buying on Internet Shopping Mall, the higher consumer assess service quality, they have higher repurchase intention and lower perceived risk. The most basic contribution is that new service quality dimensions, which is able to clarify service quality on Cyber Mall, is identified with the established PZB(I988; 1991)'s SERVQUAL dimensions.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.101-118
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• 2013

The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.

• Asia Marketing Journal
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• v.4 no.4
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• pp.51-74
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• 2002

본 연구는 교육시장 환경의 변화로 경쟁적 상황에 처한 대학의 운영방향을 제시하기 위해서 주로 일반 서비스산업에서 서비스 품질 측정에 적용되어 오던 SERVPERF를 기초로 교육 서비스 품질을 확장하여 측정하였다. 또한 대학교육서비스 마케팅모형 구축의 결정요인을 교육서비스 품질, 학생만족, 재입학의도 및 구전효과 등으로 보고 이들 간의 구조적 인과관계를 통합적으로 분석 검토함으로써 대학에게 급변하는 교육환경에 능동적으로 대응하고 경쟁력 있는 양질의 교육 서비스를 제공할 수 있는 대학교육서비스 마케팅 모형을 검증하려는데 그 목적을 두었다. 분석결과 SERVPERF에 기초한 기본모형에 결과 질이 추가된 26개 항목의 교육 서비스 품질 항목확장모형이 우수성이 입증되어 본 연구에서 제시된 SERVPERF의 확장 척도가 일반 서비스 산업 뿐만 아니라 교육 서비스 품질의 측정에도 사용이 가능하다는 것을 입증하였으며 더불어 결과의 질의 중요성을 확인하였다. 또한 전반적 교육 서비스 품질이 학생만족 및 재입학의도와 구전효과 간의 인과관계를 통합적으로 분석한 결과, 전반적 교육서비스 품질은 현대 마케팅의 지향점인 학생만족의 선행변수로서 학생만족, 재입학의도, 구전효과에 직접적인 영향력을 미치고 학생만족은 재입학의도 및 긍정적인 구전효과에 직접적인 영향을 미치며, 재입학의도 또한 구전효과에 긍정적인 영향을 미친다는 인과관계를 확인 할 수 있었다.

• The Journal of the Korea Contents Association
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• v.14 no.1
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• pp.409-422
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• 2014

This paper examined the influence of employees' social regard toward the customers, such as, overall service quality, service satisfaction, and service loyalty. The paper proves that the high contact beauty services and the low contact fast-food services have different customer satisfaction level depending on the employees' social regards. A survey study was conducted to collect the data with the actual service purchasers at domestic beauty services and fast-food services. Analysis of structural equation modeling with Amos 18.0 was performed to test the research hypothesis. The results of the study are as follows: First, social regard has positive influences on service quality, service satisfaction, and service loyalty. Second, Social regard has more effect on service satisfaction in a high contact beauty services than in a low contact fast-food services. This paper contribute to identify the effects of employees' social regard on service satisfaction, by comparing the effects on service satisfaction between high and low contact services.

• Journal of the Korean Society for Library and Information Science
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• v.49 no.1
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• pp.89-111
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• 2015

The purpose of this study is to review recent academic studies on the service quality evaluation of libraries in Korea and to derive from research trends and several suggestions. This paper compared and analyzed service quality evaluation models in the field of library and information science and management science. This study also conducted comparative analysis of academic journal articles on 'service quality evaluation models of digital libraries'(2002~2007) and 'service quality evaluation of libraries'(2009~2014) in Korea.

• Journal of Korea Society of Industrial Information Systems
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• v.11 no.2
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• pp.29-39
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• 2006

Every online shopping mall is concerned about service quality and trust issues. We analyze and compare the impacts of service quality and trust on customer satisfaction and loyalty. In addition, we investigate service quality and trust attributes and their effects on overall service quality and trust. The results unveil that, in our e-business setting, overall trust has more powerful leverage than overall service quality.

• International Commerce and Information Review
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• v.14 no.2
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• pp.497-521
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• 2012

This paper is to conduct comparative analysis of the impact of overall logistics service quality and its different influence across countries in internet shopping mall context. After reviewing the different approaches given by the literature, SEM analysis was used to testify the hypotheses. A questionnaire based on personal survey was conducted from internet shopping mall users in Korea, China, Japan. This paper collected data from 786 respondents in the countries. Structural equation modeling was also applied to these data to test relationships among the variables in the study. The empirical results of this study are summarized as follows. First, overall logistics service quality of internet shopping mall has a positive direct effect on the consumer assurance as well as consumer satisfaction. Second, consumer assurance and consumer satisfaction have mediated effects between overall logistics service quality and post-purchasing behaviors intention. Third, its effect size of the '$GLSQ{\rightarrow}$ consumer assurance' and the '$GLSQ{\rightarrow}$ consumer satisfaction' links are the same in each country. However, that of the consumer assurance and the consumer satisfaction for the organizational performance are different for each country.

• Journal of the Korean Society of Food Science and Nutrition
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• v.37 no.7
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• pp.942-952
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• 2008

The purpose of this research was to evaluate the quality of take-out services at restaurants in Chungbuk Province. A questionnaire survey by 450 customers who had experience in take-out service at the restaurants was conducted and 378 completed questionnaires were available for statistical evaluation. Statistical analyses were made of raw data by SAS V8.2. The scale for analyzing the importance and performance of the service quality was composed of 5-point Likert scales. The main results of this study are as follow: The quality attributes of take-out service were rearranged into four factors in terms of food, sanitation, access and service. The importance score was higher than performance score. IPA showed that 'freshness of food material', 'cleanliness and hygiene in food', 'sanitation of facilities', 'neatness of employees' and 'price in food' was included in 'focus here' area. There was significantly positive correlation between factors such as food, sanitation, access, service and overall customer satisfaction (p<.001); between factors and repurchasing intentions (p<.001); and between customer satisfaction and repurchasing intentions (p<.001). According to multiple regression analysis, 26.27% of the variance in respondents' overall satisfaction score and 9.21% of the variance in respondents' repurchasing intention score could be explained by factors such as food, sanitation, access and service.