• Venture DIGEST
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• s.115
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• pp.20-20
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• 2008

STA(Software Testing Alliance)는 사명 그대로 소프트웨어(SW) 테스팅 전문기업이다. 이 회사는 SW 품질향상을 위한 테스팅 분야에서 관련 서비스를 제공하는 '테스팅관리 자동화 지원 도구 보급', '테스트 컨설팅', '테스팅 교육 서비스'등 SW테스팅 전반에 걸쳐 사업을 전개하고 있다.

• Information Systems Review
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• v.21 no.4
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• pp.1-29
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• 2019

The knowledge resources take a role in promoting the sustainable growth of organization. Therefore, it is important for the members of organization to acquire knowledge consistently so that the company can continue to grow. Knowledge service is the field that provides information and infrastructure which enable the members of organization to acquire new knowledge. As we recognized the importance of knowledge services, we analyzed the level of knowledge service management and development through the impact of knowledge quality on user capabilities. First, the matrix of knowledge patterns was presented based on the type of information and the level of customer interaction. According to patterns, the knowledge service was classified into three types of information providing, information analysis, and infrastructure, and then the results of structural model analysis were presented for each type. It found that the impact of knowledge service quality on user competence was different according to the type of service. The results suggested new indicators for measuring the performance of knowledge services, and provided information for reconstructing services based on the user considering the integrated operation of knowledge service and organizational designing knowledge service.

• Korean Management Science Review
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• v.18 no.1
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• pp.15-28
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• 2001

This paper investigates the service quality determinants in management consulting. Quality dimensions in SERVQUAL research, as well as several dimensions specific to the consulting service, have been reviewed. A survey has been conducted by carefully developed questionnaires for the hypothesized eight quality dimensions. The results of the statistical analyses support the eight quality dimensions in the consulting service : reliability, assurance, responsiveness, empathy, ethics, participation, communication, and reputation. The results demonstrate that reliability, assurance, participation, and reputation are especially influential in determining customer satisfaction. The research results provide useful insights for a customer in assessing alternative service providers and foreseeing the outcome from the chosen consultants.

• Journal of Service Research and Studies
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• v.13 no.3
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• pp.82-104
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• 2023

This study analyzes the effect of users' experiences using AI chatbot services on relationship quality and behavioral intention. For the study, a survey was conducted on users who experienced AI chatbot services, and the research hypothesis was verified by analyzing the final 299 copies of valid data. As a result of the analysis, it was confirmed that satisfaction and trust, which are the relationship quality dimensions of AI chatbot service, were formed in users through the cognitive experience, emotional experience, and relational experience. In addition, it was confirmed that satisfaction and trust have a positive effect on the intention to continue using and recommending AI chatbot services, which correspond to the level of consumers' behavioral intentions, respectively. In addition, in terms of relationship quality, it was significant in all paths of the road of behavior, but in satisfaction, the path coefficient of the road of continuous use of AI chatbot and recommended road was significantly higher than the path coefficient in trust. This study provided a theoretical foundation that the relationship with relationship quality that affects behavioral intention also affects AI chatbot services in the online environment, and it is significant in that it suggests that relationship quality is an important mediating factor in establishing long-term relationships with consumers.

• Korea Trade Review
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• v.43 no.3
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• pp.27-46
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• 2018

By conducting a survey on Vietnamese customers' attitude towards domestic and international franchise coffee shops, the purpose of this research is to examine the impacts of service quality and customer equity on customer satisfaction, customer trust and customer loyalty. Based on this research's results, solutions for service improvements were considered to help franchise coffee shops improve customer satisfaction, customer trust and customer loyalty. Specific results were as follows. First results suggest that service quality has positive impact on customer satisfaction and customer trust. Secondly, in terms of customer equity, relationship equity has positive impacts on customer satisfaction and customer trust; However, although brand equity has positive impacts on customer satisfaction, it does not affect customer trust. Finally, customer trust has direct and positive influences on customer satisfaction and customer loyalty. Based on these results, this research proposes practical and theoretical implications and limitations for future research.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.24-33
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• 2011

This paper investigates the quality determinants in the consulting service for small and medium sized company. The results of the analysis show that the quality dimension is composed of two factors, consulting skills and interaction, and consulting skills are composed of understanding, expertise, and reliability. Also, this paper examines how the quality factors affect customer satisfaction and loyalty using a structural equation model. The result shows that all consulting skills affect customer satisfaction and customer satisfaction affects customer loyalty. The consulting results have an effect on customer satisfaction but have no direct influence on customer loyalty.

• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.47-58
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• 2005

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

• Journal of Digital Convergence
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• v.20 no.3
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• pp.211-219
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• 2022

The purpose of this study is to improve the operation of shopping mall by examining the effect of service characteristics of Greenanum on customer satisfaction, repurchase and recommendation intention. The hypothesis was verified with SPSS22.0 and PROCESS macro 3.5. As a result, some hypotheses were supported between satisfaction, repurchase, and recommendation for service characteristics. Second, positive effects were found between satisfaction and repurchase, and recommendation intention. Third, a mediating effect appeared. Implications include improvement of low site awareness, benchmarking, and product quality improvement. In the future, it will be necessary to study the differences in the various characteristics of the products sold rather than the differentiation of the shopping mall itself.

• Journal of Information Technology Services
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• v.9 no.4
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• pp.71-94
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• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

• Journal of Information Technology Services
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• v.7 no.1
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• pp.1-22
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• 2008

A business consulting service combines company's knowledge and information with external's ones systematically. This combination achieve knowledge synergy and make added value for the business as a whole. Therefore, a business consulting service has been called Knowledge Ware Industry. Consulting corporations and consultants must provide valuable services for running and growing their business successfully. A value of business consulting service could be identified offset quality and benefits from costs. This study conducted survey about business consulting service quality by SERVPERF model and benefit, customer commitment. The research result showed that the quality of business consulting service effects on the benefit positively and benefit increased customer commitment. Finally, there is positive relationship between customer commitment and intention of continuing of the business consulting service.