• Culinary science and hospitality research
• /
• v.5 no.2
• /
• pp.447-467
• /
• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• International Journal of Quality Innovation
• /
• v.3 no.2
• /
• pp.183-198
• /
• 2002

The purpose of this research is mainly to make an analysis and comparison of the purchasing behaviors of consumers in Mainland China and Taiwan. We precede this research with a questionnaire survey. In Mainland China, we targeted consumers of 10 department stores of the Parkson Plaza Co., Ltd. that are located in 10 different cities. In Taiwan, we selected 3 department stores of the Far Eastern Department Stores in 3 cities. The results of this analysis indicate the importance of quality attributes to the consumers for both Mainland China and Taiwan, albeit with some differentiations. The consumers in China are more focused on the merchandise for example as well as imitation, quality and price. Contrarily, the consumers in Taiwan are more attentive to service quality and parking Issues. On the level of evaluation of satisfaction, the differences are not so obvious for both sides. For example, the quality attributes of “No imitation products” and “Friendly servers” are ranked as the most satisfactory items for both sides. Generally speaking, the service quality of Taiwan's department stores is very outstanding. There are also some differences in the areas of lesser satisfaction between consumers of China and Taiwan. The consumers in China identified the quality attribute “the designs of merchandising, display and the usage of each floor” as the most dissatisfactory item, while the performance on this quality attribute is well accepted by the consumers of Taiwan's department stores. Another contradiction is that Taiwan's consumers are more concerned about “Parking”; this quality attribute obtained much less attention from the consumers in Mainland China. From the analysis of determinants that will have impacts on the willingness of customers to buy again, we found that the viewpoints of consumers from both sides are quite similar. The two main factors are “quality of merchandise” and “service quality”. However, the consumers in Mainland China care more about “the price of merchandise”; this is less important to the consumers in Taiwan. We may conclude from the importance and satisfaction level of the quality attributes and determinants for return customers that differences are caused mainly by the different management of the department stores and the different living circumstances of people across the straights.

• Journal of the Korea Convergence Society
• /
• v.10 no.6
• /
• pp.139-146
• /
• 2019

In this study, we examined how consumers who experience HMD virtual reality advertising differ in their ad attitudes and memory effects according to Presence (cognitive presence, emotional presence, media presence) and engagement level. Particularly, in the case of memory effect, the information that the user memorizes through the advertising is divided into "Attribute-Related Memory (ARM)" and "Global-Related Memory (GRM)" Respectively. First, the attitudes toward HMD based virtual reality ads are positive regardless of the type of presence. Second, in the virtual reality advertising, if the level of engagement is low, ARM that memorizes the information of the product attribute is increased, whereas if the level of engagement is high, the GRM which is the memory of the attitude-based evaluation information about the product is increased appear. Third, if cognitive presence and media presence are low, then ARM is more memorable than GRM.

• Journal of Korean Society for Quality Management
• /
• v.50 no.4
• /
• pp.863-876
• /
• 2022

Purpose: The purpose of this study is to propose the product quality satisfaction index based on multiple linear regression using customer reviews. Methods: The proposed framework is composed of four steps. First, we collect online reviews and divide it into insight phrases. The insight phrases are classified using product attribute dictionary and sentiment analysis is conducted. Second, the importance of attributes is calculated in consideration of both regression coefficient and frequency. Third, the positive rate is calculated concerning sentiment analysis result. Therefore, the quality satisfaction index is measured by the weighted sum of importance and positive rate in the last step. Results: We conduct a case study using 2-years(2020, 2021) of Samsung TV reviews to confirm the effectiveness of the proposed methodology. As a result, we found that Picture quality is the most crucial attribute in TV evaluation. The importance of Gaming and content has grown up as the positive rate has also increased. Therefore, the overall satisfaction of TV has increased in 2021 compared to 2020. Conclusion: The result of this study shows that the proposed index reveals the customer's mind efficiently and can be explained by the importance and positive rate of each attribute. By using the proposed index, companies are able to improve and the priority of improvement can be determined.

• Spatial Information Research
• /
• v.11 no.4
• /
• pp.327-340
• /
• 2003

Quality elements and evaluation methods should be considered according to the characteristics of spatial database. The purpose of this study is to propose specific methods for quality evaluation focusing on land database which are an important parts of spatial database. Through the study, of quality evaluation for selected quality elements are specified, which are based on the construction processes of the topogaphical database, cadastral database, and zoning database. Position accuracy, attribute accuracy, consistency, completeness, temporal accuracy, believability, and lineage are selected as the quality elements of land database. A various statistical and mathematical skills are proposed for measurement and assesment methods of quality elements.

• Proceedings of the Korea Committee for Ocean Resources and Engineering Conference
• /
• 2006.11a
• /
• pp.277-280
• /
• 2006

Most real world design evaluation and risk-based decision support combine quantitative and qualitative (linguistic) variables. Decision-making based on conventional mathematics that combines qualitative and quantitative concepts always exhibit difficulty in modelling actual problems. The successful selection process for choosing a design/procurement proposal is based on a high degree of technical integrity, safety levels and low costs in construction, corrective measures, maintenance, operation, inspection and preventive measures. However, the objectives of maximising the degree of technical performance, maximising the safety levels and minimising the costs incurred are usually in conflict, and the evaluation of the technical performance, safety and costs is always associated with uncertainties, especially for a novel system at the initial concept design stage. In this paper, a design-decision support framework using a composite structure methodology grounded in approximate reasoning approach and evidential reasoning method is suggested for design evaluation of machinery space of a ship engine room at the initial stages. It is a Multiple Attribute Decision-Making (MADM) or Multiple Criteria Decision Making (MCDM) framework, which provides a juxtaposition of cost, safety and technical performance of a system during evaluation to assist decision makers in selecting the winning design/procurement proposal that best satisfies the requirement in hand. An illustrative example is used to demonstrate the application of the proposed framework.

• Proceeding of Spring/Autumn Annual Conference of KHA
• /
• 2008.04a
• /
• pp.276-280
• /
• 2008

Korean Classical Music, as the abbreviated wording for 'Korean Music', is being used as the indicating phraseology for our traditional music that distinguishing from Western Music, the foreign music or foreign-styled popular music. Since such Korean Classical Music has the different acoustic characteristics from Western Music, it needs its own performance space for the special exclusive-use of Korean Classical Music. Likewise, even though the demand for the performance space of special exclusive-use for Korean Classical Music where Korean Classical Music is rendering, is on increasing tendency due to the increase of national concern about traditional culture art, since it is being planned without any concrete standard or method that gratifies the supreme listening condition, it is the real situation that a securement of the satisfying acoustic condition is very difficult, after the completion of construction. On such viewpoint, in order to evaluate the acoustic characteristics of the performance space of special exclusive-use for Korean Classical Music, based on the subjective response which reflects human being's psychological attribute at first, this Study has attempted to extract the proper evaluation vocabulary for appraisement on Korean Classical Music. The abstracted vocabulary in such way would be used significantly for Subjective Response Evaluation in order for the evaluation on the Acoustic Characteristics of the performance space of special exclusive-use for Korean Classical Music.

• International Journal of Quality Innovation
• /
• v.4 no.2
• /
• pp.101-122
• /
• 2003

With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

• Transactions of the Korean Society for Noise and Vibration Engineering
• /
• v.20 no.1
• /
• pp.66-73
• /
• 2010

Vehicles experience the impact due to harsh road conditions. Contact with a barrier on a road induces vehicles to vibrate, which brings about an impact sound. The attenuation of the impact sound is an important issue since passengers may complain about the impact noise. However, the perfect removal of impact noise is not possible as most of impact noise is caused by external conditions. It is thus necessary to make vehicles to possess more desirable sound quality characteristic of impact sound. More research is needed on objective attributes of impact sound; it is not a simple matter since impact noise is transient in nature and has a high level of sound at an instantaneous moment. A new objective attribute of impact noise is designed by using wavelet transform. Wavelet transform is appropriate for the analysis of transient signals such as impact noise. The usefulness of new objective attribute, which is a sound metric, is examined by comparison with the mean subjective rating for real impact noise of passenger cars. The new sound metric has better correlation with the mean subjective rating than already existing sound metrics

• Journal of Families and Better Life
• /
• v.6 no.1
• /
• pp.117-129
• /
• 1988

The purposes of this study are 1) to explore the evaluating attribute of family life- insurance 2) to examine the relationship between evaluation attribute variables and level of consumer satisfaction/ dissatisfaction (CS/D), and 3) to investigate the sociodemographic variables and psychological variables which influence the purchase of life-insurance. The data used in this study include 432 households of 208 life-insurance purchasers and 224 non-purchasers Statistics used for the data analysis are x2, factor analysis, multiple regression and a discriminant analysis. The resulting major findings are as follows; 1) The evaluating attributes are saving function, convenience. economic payoff, safety for future accident, agreement of insurance, and reputation of brand. 2) Among these factors. the most important factors. in CS/D of life-insurance are saving function, and reputation of brand. 3) the purchase of life-insurance has been influenced by such sociodemographic variables as husband's age , family income, and family life-cycle. Psychological variables such as attitude of life, perceived risk, consumer attitude about insurance business did not influence the purchase of life -insurance significantly. As mentioned above, we can conclude that Korean purchasers of life-insurance are using irrational evaluating attributes. Therefore more education of the consumers and more information about life-insurance purchases are necessary. Especially low-income households and first step of family life-cycle families are turned out to need more education as well as more information.