• Korea Journal of Hospital Management
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• v.27 no.2
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• pp.1-15
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• 2022

Purposes: The purpose of this study is to examine the effects of health service quality and perceived risks of Korean hospitals on the satisfaction and revisit of Kazakhstan's customers. Among two classified groups: health service providers and health service receivers, this study aims to identify the effects of health service receivers in Kazakhstan's health service quality and perceived risks on customer satisfaction. Methodology: Hypotheses were developed upon the explanations on health service quality, perceived risks, customer satisfaction, and revisit, advanced by prior literature. A survey was conducted on the effects of health service receivers in Kazakhstan's health service quality and perceived risks on customer satisfaction and revisit. The proposed hypotheses were confirmed by examining validity and reliability of the collected data, followed by regression analysis. Findings: First, the five dimensions: reliability, responsiveness, assurance, empathy, and tangibles showed a positive correlation between the impacts of health service quality and customer satisfaction of Korean hospitals. Second, the physical risk, social risk, time-loss risk showed a negative correlation. Lastly, the relation between customer satisfaction and revisit showed a positive correlation. Practical Implication: Health service quality and perceived risks were identified to impose significant effects on Kazakhstan customers. The identified results suggest that Korean hospitals should implement management strategies based on the customers' satisfaction factor.

• Management & Information Systems Review
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• v.30 no.1
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• pp.187-209
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• 2011

This study investigate the roles of national image and corporate image on perceived quality, brand image, brand loyalty and brand equity of Chinese brands and global brands that are doing marketing in China. Several implications of this study is following like these. First, national image is one of major influence factors that affect enough on perceived quality likewise factors like advertising, price, and distribution. It is important marketing tool to promote national image on the national perspective and need to do those kinds of marketing activities. Second, this study shows the result that corporate image that is measured by the items focused on abilities of corporations is also influence factors that affect on perceived quality. In this perspective, the corporate image focused marketing activities of Korean firms may be the one of effective tools. Consequently, this study explains the mechanism that national image and corporate image variables enhance perceived quality, and perceived quality enhances brand image, brand loyalty and brand equity.

• Journal of Distribution Research
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• v.16 no.1
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• pp.29-64
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• 2011

Given the current situation that there are a lot of rapid change in retail environment and have to offer more customized services to consumers, it is possible for Super Supermarket(SSM hereinafter) to get those. Thus it is explored whether perceived quality affected the customer satisfaction and in turn, the customer satisfaction affected the repurchase intention in SSMs. Especially we investigated the moderate effect of income, age, the number of family members on the relationship between customer satisfaction and repurchase intention. We used the method of structural equation modeling to test hypotheses. As a result, 5 out of 7 hypotheses are statistically significant and partially supported in moderate effects. The results of this study imply that mangers in SSMs have to improve those positive factors that were revealed significant. And given the fact that main customers in SSMs are those who live near and is a nuclear family, they should offer high quality goods and services relevant to them.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.183-206
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• 2001

The purpose of this thesis is to find out mediational role of risk about the repurchasing intention of hotel services. The result of this study can provide some directives for the strategic marketing implementation in the hotel industry. The results of the analysis are as follows: 1. To study the effect of perceived service quality on the repurchasing intention of customers, multi regression analysis was executed and, in the personnel service as well as in the physical service, it showed a plus (+) effect on the result. 2. To study the effect of perceived service quality on the perceived risk, multi regression analysis was executed and, in the part of performance risk and socio-psychological risk of the personnel service, it showed a negative(-) effect on the result; however, in the physical service, it doesn't give any statistical meaningful influence on the result. And, on the physical risk, those two service quality showed a negative(-) effect in the meaningful level. 3. To study the effect of perceived Risk on the repurchasing intention of customers, a multi regression analysis was also executed and, in the parts of all risks of performance, socio-psychological and physical, it showed a negative(-) effect on the result in the meaningful level.

• Journal of Venture Innovation
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• v.4 no.3
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• pp.49-67
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• 2021

This study analyzed the effects of hospital service quality, emotional attachment, and perceived value on customer satisfaction. In particular, the purpose of this study was to understand the role of emotional attachment and perceived value in the relationship between hospital service quality and customer satisfaction. For this purpose, the results of structural equation model analysis with the data collected by conducting a survey on customers visiting small and medium-sized hospitals were as follows. First, hospital service quality felt by hospital customers had a significant effect on emotional attachment and customer satisfaction, but had no significant effect on perceived value. Second, the emotional attachment felt by customers who visited the hospital had a significant effect on perceived value and customer satisfaction. Third, emotional attachment felt by customers in the relationship between hospital service quality and customer satisfaction had a significant mediating effect. Through the above results, it was confirmed that the service quality felt by customers visiting the hospital leads to attachment to the doctor's competence and medical technology competency, which leads to an increase in customer satisfaction through this attachment. The implications obtained based on these results are as follows. In order for the service quality felt by the customers who visit the hospital to lead to customer satisfaction, above all, it is important to focus on the emotional attachment they can have and find a strategy to improve the service quality. In other words, it is necessary to establish excellent medical staff and medical technology so that hospital customers can have high confidence in the competence of doctors and medical technology, and establish a public relations strategy that can effectively display these competences. Through these efforts, hospital customers will feel a strong attachment to doctors and medical technology, which will increase their satisfaction with the hospital.

• Journal of the Korean Applied Science and Technology
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• v.38 no.1
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• pp.75-87
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• 2021

The purpose of this investigate the effect of the educational institution service quality f the government-supported beauty-related educational institution on the students' perceived usefulness and career preparation behavior. Participations in the study collected 362 students at a government-funded educational institution located in Seoul and Gyeon-ggi by a convenience sampling method. The collected data was analyzed through descriptive statistics, factor analysis, reliability analysis, correlation analysis and multiple regression analysis using SPSS statistical package version 26.0 version. The results derived through a series of research procedures are as follows: First, educational service quality, perceived usefulness and career preparation behavior showed a statistically significant positive(+) correlation. Second, it was found that educational service quality had a statistically significant positive(+) effect on perceived usefulness. Third, the educational service quality showed a positive(+) influence on the career preparation behavior of information collection activities and job preparation activities. Fourth, the perceived usefulness was found to have a statistically significant positive(+) effect on the career preparation behavior of the information collection activities ad job preparation activities. The results of this research can be used as basic data to increase the efficiency of beauty-related government funding projects by evaluating the quality of education services of state-funded beauty related educational institutions.

• 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 Korea Society of Industrial Information Systems
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• v.27 no.5
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• pp.119-128
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• 2022

This study investigated the influence relationship of information service using QR code on customer's service quality perception and loyalty behavior for medical service in the physical environment. As a result of the study, when medical institutions provide location information services about the physical environment by utilizing the usefulness and reliability of QR codes, the perceived quality of customers' QR information will be strengthened, and furthermore, loyalty behavior toward medical services will increase in the future. Considering the spread of smartphones as a popular digital medium today, marketers use QR codes to connect and provide four-dimensional information services without time and place restrictions, thereby strengthening the interactive experience with customers. And these efforts suggest that it can contribute to improving service image and strengthening loyalty beyond simply providing service information to companies.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.2
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• pp.175-199
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality, the research in future should subdivide service quality more. I, finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of the Korean Society for Library and Information Science
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• v.48 no.2
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• pp.137-157
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• 2014

This study analyzed the general user behaviors and the perceptions on service quality, satisfaction, loyalty of the users of the special winter vacation programs at the public libraries in Daegu Metropolitan City. Among the 444 collected questionnaires from the participants in the programs at 8 public libraries in the City, a total of 300 were analyzed for the study. As results, many participants have visited the libraries with their family members, and have applied the programs through the helps from their parents. They rated higher the service quality, the satisfaction, and the loyalty than other child users of the children's services as well as the adult participants of the cultural programs and of the public libraries. In the analysis of the structural equation model (SEM) on the service quality, customer satisfaction and loyalty, all of the service quality factors of special winter vacation programs, namely program contents and instructors, staff supports and services, and facilities and equipments, have significant effects on the user satisfaction. Staff supports and services factor of the service quality has significant direct effects on loyalty along with the overall satisfaction, but program contents and instructors factor and facilities and equipments factor have no significant direct effects on loyalty.