• 경영과학
• /
• 제19권2호
• /
• pp.179-189
• /
• 2002

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL : reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media (face-to-face and telephone) is related to help desk satisfaction through reliability and empathy and electronic media (e-mali and internet) users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more options to end-users.

• 한국유통학회지:유통연구
• /
• 제1권2호
• /
• pp.29-52
• /
• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• 전기학회논문지
• /
• 제58권10호
• /
• pp.1869-1880
• /
• 2009

Distribution line fault has been reduced gradually by the efforts on improving the quality of electrical materials and distribution system maintenance. However faults caused by medium voltage customers have been increased gradually even though we have done many efforts. The problem is that we don't know which customer will cause the fault. This paper presents the concept to find these customers using data mining techniques, which is based on accumulated fault records of medium voltage customers in the past. It also suggests the prediction model construction of medium voltage customers causing distribution line fault and methods to enhance the reliability of distribution system. We expect that we can effectively reduce faults resulted from medium voltage customers, which is 30% of total faults.

• 대한교통학회지
• /
• 제34권1호
• /
• pp.55-67
• /
• 2016

이 연구의 목적은 도시철도의 서비스품질과 고객만족도, 재이용의도 간 상관관계와 인과관계를 분석하는 것이다. 구조방정식모형(SEM)을 설정한 후 그것을 분석하기 위하여 SPSS 21.0과 AMOS 21.0을 사용하였다. 분석의 결과 대부분 모형의 적합도를 만족시켰다: 서비스품질의 신뢰성과 편리성, 안전성은 고객만족도에 유의한 정(+)의 영향을 미쳤고(p<.05), 유형성(-.187)과 응대성(-.103)은 고객만족도에 영향력의 크기와는 관련이 없는 것으로 분석되었다(p>.05). 그리고 고객만족도는 재방문의도에 유의한 정(+)의 영향을 미치는 것으로 분석되었다(p<.001). 고객만족도에 영향을 주는 중요도의 서비스품질의 우선순위는 신뢰성, 편리성, 안전성, 응대성, 유형성 순으로 나타났다. 이 연구의 결과는 향후 만성적인 적자로 허덕이고 있는 도시철도(경전철포함) 운영기관에게 고객맞춤형 서비스품질을 제공토록 하여 고객만족도 향상과 수익창출 위한 중장기 경영계획과 경영전략의 초석을 제공할 것이다.

• 한국항공운항학회지
• /
• 제23권1호
• /
• pp.103-112
• /
• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.

• 한국병원경영학회지
• /
• 제9권4호
• /
• pp.45-69
• /
• 2004

The purpose of this study is to identify the nature of the inpatient service quality of national university hospital, and based on that, to examine the relationship of hospital inpatient's perceived quality, overall satisfaction, customer loyalty(intention of revisiting, intention of oral transmitting). To carry out these objectives, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality, overall patient satisfaction and customer loyalty. Data were collected by self-administered questionnaires at a 809 bed national university hospital. These questionnaires measuring the service quality were distributed to 400 inpatients. The data samples are 347 cases in final. The response rate was 86.8%. Firstly, to categorize inpatient service quality in hospital, the factor analysis was performed on 48 items. The reliability and validity of these items was evaluated. Finally to explore the relationship of service quality, overall satisfaction, and customer loyalty, the multiple regression and logistic regression analysis are used. This study shows firstly, the dimension of inpatient service quality was categorized into 7 dimensions, that is, kindness, medical service, nurse caring, environment, facilities, appropriateness and access. Secondly, the reliability and validity of inpatient service quality items was satisfied. Thirdly, as a result of multiple regression analysis, the effect of inpatient's perceived service quality, especially, nurse caring(P<0.01), environment (P<0.01), facilities, appropriateness and access variables(P<0.05), on overall satisfaction was statistically significant. Lastly, in case of the effect on customer loyalty as a intension of oral transmitting, medical service(P<0.05), environment(P<0.01) and overall satisfaction(P<0.01) are statistically significant. Also, in case of intension of revisiting, medical service, environment, access, and overall satisfaction variables are significant factors. In conclusion, to maintain the satisfaction and customer loyalty on national university hospitals, the efforts to improve the inpatient service quality, especially, environment, medical service, and access factors might be needed.

• 한국유기농업학회지
• /
• 제31권2호
• /
• pp.135-155
• /
• 2023

The purpose of this study is to investigate the relationship between the service quality of WPL (Work Place Learning) and the revisit intention through customer satisfaction, targeting users who use the WPL. Data to achieve the purpose of this study were conducted for trainees who had received on-the-job training at 4 selected WPL in Jeollabuk-do. Out of the 210 copies of questionnaires, 170 were picked up, and all of them were used for analysis. As a result of the analysis, First, as a result of analyzing the relationship between service quality and customer satisfaction in WPL, it was discovered that among the service quality components, Responsiveness, Assurance, and Empathy had a substantial influence on customer satisfaction, while Tangibles and Reliability of service quality did not appear to have any significant effect. Second, it was discovered that customer contentment had a considerable influence on revisit intention after evaluating the link between customer satisfaction and revisit intention. It can be shown that the higher the level of client happiness, the greater the likelihood of returning. Third, as a result of analyzing the relationship between service quality and revisit intention of WPL, among service quality factors, Reliability, Responsiveness, and Empathy were found to have a significant effect on revisit intention. As a result of verifying the mediating effect of service quality at WPL on revisit intention through customer satisfaction, responsiveness, assurance, and empathy of service quality were found to be significant in their relationship with revisit intention.

• 간호행정학회지
• /
• 제20권4호
• /
• pp.362-372
• /
• 2014

Purpose: The purpose of this research was to develop and test the validity and reliability of the Service Orientation Scale for Health Care Organization. Methods: The Service Orientation Scale for Health Care Organization, $SERV^*OR$, was developed through forward-backward translation methods. Internal consistency and reliability, construct and criterion validity were calculated using SPSS Statistics WIN 17.0. Survey data were collected from 283 clinical nurses in a general hospital in J province. Results: The Service Orientation Scale for Health Care Organization showed reliable internal consistency with Cronbach's ${\alpha}$'s for the total scale ranging from .85~.91. Factor loading of the 30 items on four sub-scales ranged from .67~.83. The sub scales were named service leadership, service system, customer focus, and service control. Item convergent and discriminant validity were also established for the Service Orientation Scale for Health Care Organization. Criterion validity showed a significant correlation with customer orientation. Conclusion: The findings of the study demonstrate that the Service Orientation Scale for Health Care Organization has satisfactory construct and criterion validity, and reliability and can be used to measure service orientation.

• The Journal of Asian Finance, Economics and Business
• /
• 제7권8호
• /
• pp.395-405
• /
• 2020

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking - reliability, responsiveness, service capacity, empathy and tangibility - have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

• 보건의료산업학회지
• /
• 제13권2호
• /
• pp.27-38
• /
• 2019

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.