• Title, Summary, Keyword: 지각된 품질

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The Effects of Perceived Uncertainty on Service Satisfaction in the Chinese Commercial Banking Industry -Focus on Service Quality and Relationship Quality (중국의 상업은행산업에서 지각된 불확실성이 서비스만족에 미치는 영향: 서비스품질 및 관계품질을 중심으로)

  • Zhao, Na;Shim, Jong Seop
    • Asia-Pacific Journal of Business
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    • v.1 no.2
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    • pp.83-106
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    • 2010
  • The purpose of this study is to examine how perceived service quality influences perceived uncertainty, customer satisfaction, relation quality and loyalty, and in turn, provides insight for Korean banks when they penetrate into the Chinese marketplace. The findings are as followed. First, Perceived uncertainty has an important mediating role in the relation between perceived service quality and customer satisfaction. Second, perceived service quality has a direct effect on customer satisfaction, customer satisfaction has an important mediating role in the relationship between perceived service quality and relationship quality. Third, perceived uncertainty has a direct effect on customer satisfaction, but is significantly negative. Customer satisfaction has an important mediating role in the relationship between perceived uncertainty and relationship quality. Fourth, relationship quality has a direct effect on attitudinal loyalty and behavioral loyalty.

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The Effects of Brand and Service Quality By Big Data Analysis of Restaurant : Focusing on China (빅데이터를 이용한 식당의 브랜드 개성이 지각된 서비스 품질에 미치는 영향 분석: 중국 대상으로)

  • Do, Hae-Young;Im, Kwang Hyuk;Lee, Min Jung
    • Proceedings of the Korean Society of Computer Information Conference
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    • pp.160-161
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    • 2016
  • 본 연구는 중국 식당평가사이트인 디엔핑닷컴(dianping.com)을 이용하여 정량데이터 형태인 식당의 음식품질, 서비스품질, 분위기품질을 평가한 값을 수집하고, 비정량데이터인 현지고객들이 작성한 리뷰를 이용하여 텍스트마이닝과 콘텐츠분석을 통해 식당의 브랜드개성을 정의하고, 도출된 식당의 브랜드개성과 지각된 서비스 품질과의 영향력을 파악하기 위해 다중회귀분석을 시행하였다. 중국의 경우는 브랜드개성요소 중 세련은 품질에 있어서 가장 큰 영향을 미치는 변수로 나타났다. 지각된 서비스 품질 요소와 브랜드 개성과의 영향력을 파악하는 것은 현지진출 전략수립 뿐만 아니라 한국에 방문하는 중국인들 대상으로 관광유치전략 수립시에도 보다 나은 시사점을 제시할 수 있다.

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정보.시스템.서비스 품질이 정부 포탈사이트 이용의도에 미치는 영향에 관한 연구

  • Song, Yeong-Mi;Kim, Sang-Hyeon
    • 한국경영정보학회:학술대회논문집
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    • pp.875-882
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    • 2007
  • 정부 포탈 사이트는 국민들의 참여와 이용을 장려하여 정부와 국민간의 활발한 커뮤니케이션 창구로 이용하려는 전자정부의 의지를 반영하고 있다. 본 연구에서는 어떠한 요인들이 정부 포탈사이트 사용의도에 영향을 미치는지를 검증하여 그 목적을 가지고 있다. 이를 위해서 정보기술 수용에 관련된 연구들 중 널리 알려진 Davis(1989)의 TAM 모형과 DcLone & McLean(l992)의 정보시스템 성과측정 모형을 사용하여 연구모형을 도출하였으며, 지각된 모호성과 정부지원을 조절변수로 사용하여 지각된 유용성에 미치는 영향을 검증하고자 하였다.

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The Influential Analysis for Customer Preference in the Perceived Quality of Hypermarket PB (대형마트 PB상품 품질지각이 고객선호도에 미치는 영향)

  • Wang, Il-Woung;Kang, Chang-Dong
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.12 no.5
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    • pp.2099-2107
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    • 2011
  • Despite the PB diffusion introduced as a strategic competitive factor from the change of a retailing business, the study of PB perceived quality in a customer aspect is poor. Therefore, this study led the influential factors to retailer attribute and product attribute through overall analysis. Also, the study found the influential attributes affecting the perceived quality and analysed the influential power linking to customer satisfaction and preference through the perceived quality. The examined results of the study have known that each attribute links to customer satisfaction via the only perceived quality. The strategic PB sales advantage should be achieved as giving customers the overall perceived quality, and has shown that it can increase the customer preference for PB.

Differing effects of perceived psychological benefits of wearables adoption by consumer age, need for cognition, and involvement (소비자의 웨어러블즈 스포츠웨어 기술수용 과정에서 연령, 인지욕구, 패션관여의 조절효과 연구)

  • Lee, Eun-Jung
    • The Journal of the Convergence on Culture Technology
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    • v.6 no.1
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    • pp.289-299
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    • 2020
  • The wearables market has fast grown, demanding a more consumer-centric academic attention. The current research explores the moderations of consumer individual characteristics (i.e., age, need for cognition, involvement) in the dynamics of perceived psychological benefits of wearables adoption (i.e., perceived usefulness, perceived ease of use) towards perceived product quality. the results indicate a strong positive influence of both the perceived usefulness and ease of use on perceived quality. however, the predicted moderations of age, need for congitiion, and involvement were partially supported.

The Roles of Information Load and Information Quality in Online Apparel Shopping (온라인 의류쇼핑에서 정보부하와 정보품질의 역할)

  • Park, Min-Jung
    • Journal of the Korean Home Economics Association
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    • v.47 no.9
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    • pp.101-110
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    • 2009
  • The purpose of this study was to examine the effect for information load on perceived information quality and website quality, and the relationships among perceived information quality, website quality and behavioral intentions in online apparel shopping contexts. The information load theory provided the theoretical framework for this study. The research strategy employed an online experimentation using an apparel mock website. The total of 647 responses were used for data analyses. The model of the study was tested by MANOVA and SEM. The results of MANOVA revealed the effect of information load on perceived information quality and website quality. The medium level of information load was perceived as having more positive information quality and website quality as compared to the low or high level of information load. The findings of SEM revealed the positive effect of information quality on website quailty, the positive effect of website quality on WOM and willingness to pay more, and the negative effect of website quailty on willingness to switch. Online apparel retailers and website designers need to manage information quantity and quality by understanding the importance of information load.

Analyze Causal Relations between the 2019 International Horticulture Goyang Korea's Service Quality and Visitors' Perceived Value, Overall Satisfaction, and Loyalty (축제형 박람회의 서비스품질이 지각된 가치, 전반적 만족 및 충성도에 미치는 영향 - 2019고양국제꽃박람회를 중심으로 -)

  • Lee, Chan-Do
    • 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.

The Effects of Perceived Service Quality on Customer Satisfaction, Brand toward Attitude and Customer Loyalty (지각된 서비스 품질이 고객만족, 상표태도, 고객충성도 미치는 영향)

  • Hwang, Byung-Il
    • Korean Business Review
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    • v.17 no.2
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    • pp.131-159
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    • 2004
  • The purpose of this paper is to propose and test a conceptual framework that investigates the effects of perceived service quality on customer satisfaction, attitude toward brand(Ab) and customer loyalty. To test the framework, structural equation modeling are applied to data collected from 210 samples in mobile phone service industry. The results of this research indicated that interaction quality and outcome quality of perceived service quality are positively on customer satisfaction, but the outcome quality is stronger influence than interaction quality. The findings also show that outcome quality effect on directly Ab and then interaction quality effect on indirectly Ab through customer satisfaction. But There are no effect outcome quality, interaction quality and Ab on customer loyalty without customer satisfaction effect. These results include implications that mobile phone service company should have customer satisfaction to retain customer and customer loyalty.

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Acceptance of The National Tax Service Electronic Document System of Tax Officials (세무공무원의 국세청전자문서시스템 수용에 관한 연구)

  • Hong, Soon-Bok
    • The Journal of the Korea Contents Association
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    • v.12 no.11
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    • pp.174-182
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    • 2012
  • The purpose of the study is to establish a successful the national tax service electronic document system and suggest an application method by investigating relationships among perceived availability, perceived usefulness and system acceptance suggested by Technology Acceptance Model(TAM). As a result, perceived availability and perceived usefulness were playing roles as mediums on the process of accepting an tax electronic document system, and information quality of the electronic document system turned out to influence on perceived availability and perceived usefulness. And perceived availability turned out to influence on perceived usefulness. This suggests that the more tax officials feel comfortable in using an tax electronic document system, the more useful they perceive it is.

A Study on Online Science & Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis (기대불일치 분석기법을 적용한 온라인 과학기술정보 서비스 품질 측정)

  • Kim, Wan-Jong;Kim, Hye-Sun;Lee, Hye-Jin
    • 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.