• Journal of the Korea Safety Management & Science
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• v.11 no.1
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• pp.143-153
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• 2009

One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.

• The Research Journal of the Costume Culture
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• v.32 no.3
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• pp.419-437
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• 2024

This study analyzed differences in the purchase satisfaction and repurchase intention of customers who buy clothing products from online platforms. The participants were teenage individuals to those in their 50s residing in Busan, Ulsan, and Gyeongsangnam-do. The data were examined via factor analysis, a t-test, Analysis of variance(ANOVA), Duncan's multiple range test, two-way ANOVA, and linear regression analysis. The factors for satisfaction with clothing products from online platforms were wearing comfort and quality, design, and price and purchase convenience. The findings revealed that purchase satisfaction based on these factors significantly varied among the participants depending on marital status, age, and occupation. Satisfaction with wearing comfort, quality, and design differed by gender. Satisfaction with wearing comfort, quality, and price and purchase convenience varied by type of purchase and type of online platforms. The interaction effects among the variables that affected purchase satisfaction were as follows. The interaction effects among the variables for wearing comfort and quality showed significant interactions between gender and type of purchase and between occupation and type of online platforms. Those for design showed significant interactions between marital status and age, between age and occupation, and so on. The interaction effects for price and purchase convenience showed significant interactions between marital status and gender and between age and occupation. The results on repurchase intention showed significant differences in such intention by marital status, age, and occupation. Repurchase intention was influenced by wearing comfort and quality, price and purchase convenience, design, and age.

• Journal of Distribution Science
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• v.13 no.1
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• pp.93-103
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• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• Health Policy and Management
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• v.15 no.3
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• pp.60-78
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• 2005

The main objective of this study is to define the nature of the patient service quality of Health Centers, and based on that, to examine the causal relationship of Health Center visitor's perceived service quality with overall satisfaction, intention to revisit and intention to recommend. Data are collected on the basis of the second field survey of '3rd Regional Health Care Planning' operated by the Ministry of Health and Welfare(MOHW). In this study, the 24 patient satisfaction questions are used as outcome indicators. The samples are 3,091 patients who visited 68 Health Centers. The reliability and validity of patient service quality items was evaluated. Finally, the Structural Equation Modeling(SEM) analysis was conducted to find a causal relationship of service quality, patient satisfaction, intention to revisit and intention to recommend. This study shows firstly, the dimension of patient service quality was categorized into 3 dimensions, that is, facilities and environment, staff kindness, and convenience of utilization process. Secondly, the reliability and validity of patient service quality items was satisfied. Lastly, the total effect of convenience of utilization process factor on satisfaction(path coefficients=1.721), intention to revisit(0.843) and intention to recommend(0.696) is more higher than other variables. These findings imply that the quality of various services concerning convenience of utilization process at Health Centers should be improved to satisfy the health need of community people and improve the service quality of Health Centers.

• Journal of the Korean housing association
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• v.8 no.3
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• pp.99-109
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• 1997

The purpose of this study was to formulate the model which focus on the quality of housing, and to evaluate the residential environmental qualities according to the model. SPSS PC$^{＋}$ for window (version 6.1) were used for these purposes. The major findings are as follows: 1) The level of housing quality were divided into two dimensions: amenity and convenience. 2) Good towns of amenity among the new towns were found Bundang, Ilsan, Gwucheon, Mokdong and good towns of convenience were found Yeongtong, Joongdong, Pyeongchon.

• Journal of Distribution Science
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• v.18 no.2
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• pp.39-48
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• 2020

Purpose: This study examines components that dictate service quality of Online Travel Agencies. Research design, data and methodology: This study performed a survey that targeted people who have purchased travel products using Online Travel Agencies in the past year at Incheon International Airport. Out of 280 questionnaires, this study selected 249(88.9%) questionnaires for analysis. In analysis, this study used statistical package called 'SPSS 22'. Results: Based on the results, this study identified that company reputation and transactional stability influenced consumers' intent to share anecdotal and practical information. Conclusions: This study discovered several major findings. First, 'convenience' and 'price', two major factors in service quality, imposed positive effects on word-of-mouth intention of consumers. In particular, 'convenience' had the most significant impact. Next, this study verified the moderating effects of 'transaction safety' and 'reputation' on the effect relationships between 'convenience' and 'price', and consumer word-of-mouth intention. The results conclude that, in fact, some statistically significant differences among the effect degrees of the two independent variables on the dependent variable according to the safety level of transaction on Online Travel Agencies website do exist. In short, 'transaction safety' variable does have moderating effects on the above relationships.

• Journal of Digital Convergence
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• v.6 no.1
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• pp.75-82
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• 2008

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

• Journal of the Korean Society of Clothing and Textiles
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• v.24 no.3
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• pp.323-334
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• 2000

The purpose of this study was to develop service quality dimensions for fashion retail stores and to identify significant service quality dimensions influencing customers satisfaction for each fashion retail store. 687 young adults completed written questionnaires consisting of items related to service quality. For analysis of data, confirmatory factor analysis, one-way ANOVA, scheffe test, and stepwise regression analysis were applied. The results were as follows: 1. The service quality dimensions of fashion retail stores were tangibles, reliability, responsiveness, assurance, empathy, fashionability and variety, price, convenience, merchandise quality and credit card usability. Among those 10 main dimensions of service quality were grouped as experience attributes and search attributes. 2. In examination of the highest valuable service quality dimension based on the types of stores, imported fashion stores were evaluated the highest in terms of all factors except price, tangibles and credit card usability. 3. To predict consumer satisfaction, service quality dimensions such as reliability, responsiveness, assurance, empathy, fashionability/variety, price, convenience, merchandise quality and credit card usability should be considered.

• Korean Journal of Construction Engineering and Management
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• v.9 no.1
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• pp.126-133
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• 2008

Current changing to the customer-oriented market naturally causes suppliers to meet an age of competition on the quality. In order to plan housing meeting this quality competitiveness era, I set up the type classification system of quality differentiation for the unit of apartment housing by executing differentiation cases of unit quality and type analysis of the object. The system is consist of 3 classification systems by quality element, user convenience element and product element as follows: First element is to classify quality element on the basis of plane and interior elements, architectural elements and second one is user convenience element relating facility to classify environment-oriented, safety, energy saving and convenience. The other one is the product element to classify furniture, installing product and convenient product. I believe that this classification system will be useful to determine any classification elements of product for product positioning and product planning in the stage of marketing planning of apartment housing in the future.

• Journal of the Korean Society of Food Culture
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• v.13 no.3
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• pp.215-225
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• 1998

The purpose of this study was to identify the development trends and feasibility of health-oriented convenience foods in Korea for promoting health. Special objectives were to investigate characteristics of health-oriented convenience foods; to determine the factor affecting the sale of health-oriented convenience foods; to examine marketing strategies of the foodservice industry; and to provide feedback for the development plan. Questionnaires were developed in this study and mailed to 10 food companies in Korea and then telephone interviews were carried out. Also, marketing strategies of each industry are analyzed by the visit interview with food processing and marketing chargers. The survey was conducted between September 30 and October 30, 1997. The results of this study were summarized as following : The most popular health-oriented convenience foods were completely precooked type, pouch/PE bag packaging type, diet purpose, 100-300 gram size, and convenience store sales with regard to selling and developing health-oriented convenience foods. About factors affecting selling health-oriented convenience foods, the best contributors among factors were seasonality, convenience, and negative image for instant foods. For health-oriented convenience foods, the most important factor was the improvement of taste and quality. Adults should be the most promising customers for health-oriented convenience foods. Food companies must promote variety, taste, nutrition, convenience, price, and advertising of health-oriented convenience foods for the powerful marketing strategies in the future.