• Journal of Technologic Dentistry
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• v.35 no.4
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• pp.387-394
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• 2013

Purpose: This aim of this paper is to research the influence of customer satisfaction and reutilization on Dental hospitals and clinics of medical service quality. Methods: The study examines 140 Patients who received treatment in Daegu from 1 July 2012 to 30 July 2012. The methods of research were used to factor analysis, reliability test using Cronbach's ${\alpha}$ factor, correlation analysis, multiple regression analysis and spss/win18.0. Results: The factor of quality of care has the highest impact on customer satisfaction. the influence of reutilization depends on the highest reliability and the physical environment was significant. Conclusion: To improve customer satisfaction and reutilization is required to maintenance of hospital facilities, medical services mind and quality of care. The medical service providers are important to develop patient education programs, self-development and customer satisfaction training techniques.

• Journal of radiological science and technology
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• v.44 no.2
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• pp.133-140
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• 2021

This study aims to analyze the quality and satisfaction of healthcare perceived by patients using hospitals and to provide basic data necessary for expanding and settling Vietnamese healthcare services by analyzing the impact on recommendation intentions. The research method selected one hospital in Vietnam and collected data from patients using the hospital and used a total of 286 effective samples as data for hypothesis verification. The research model and hypothesis verification were analyzed with the statistical data from SPSS and AMOS. The findings show that, first, tangibility, accessibility, and reliability all have a positive effect on the quality of healthcare. Second, it has been shown that only accessibility among the quality of healthcare has a positive effect on recommendation intentions. Third, customer satisfaction has been shown to have a positive effect on recommendation intentions. Fourth, when looking at the mediating effect, reliability among the quality of healthcare was shown as a full-mediated effect, but accessibility was shown to have a partial mediating effect and tangibility to have no mediating effect. Contact management is important because customer satisfaction is highly regarded when customers feel positive emotions at the interface from the provision of convenience facilities that support medical services to the reduction of waiting time for patients, employees kindness, treatment, medication, and inspection. It is also confirmed that the demand for convenient and rapid use of hospitals is increasing in Vietnam. In addition, if customer satisfaction is increased through friendly medical staff's response, the intention of recommendation will be even greater.

• The Transactions of the Korean Institute of Electrical Engineers A
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• v.48 no.9
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• pp.1073-1080
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• 1999

Optimal routing of distribution networks can be attained by keeping the line power capacity limit to handle load requirements, acceptable voltage at customer loads, and the reliability indices such as SAIFI, SAIDI, CAIDI, and ASAI limits. This method is composed of optimal loss reduction and optimal reliability cost reduction. The former is solved relating to the conductor resistance of all alternative routes, and the latter is solved relating to the failure rate and duration of each alternative route. The routing considering optimal loss only and both optimal loss and optimal reliability cost are compared in this paper. The case studies with 10 and 24 bus distribution networks showed that reliability cost should be considered as well as loss reduction to achieve the optimal routing in the distribution networks.

• Journal of Applied Reliability
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• v.15 no.4
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• pp.248-255
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• 2015

Purpose : The purpose of this research is to develop the optimized method and process in the reliability-growth target setting, especially for complex and repairable system (or products) such as vehicle and airplane, construction equipment. Method : A reliability-growth test plan specifies a scenario to achieve the planned reliability value (or reliability target). The major elements in test planning are reliability-growth starting time and reliability level at that time, reliability-growth rate and reliability-growth target. All of them except a reliability target can be referred to the previous development data and reference researches. The reliability target level is directly influencing to test period (or time) which is related to test and warranty cost together. There are a few researches about the reliability target setting method and but showing the limitations to consider the views of engineering, business and customer together. There is no research how to handle the target setting process in detail. Result : We develop the optimized method and systematic process in reliability target setting with considering such views. This research also establish the new concept as production capability which means company (or supplier) capability to product its products. Conclusion : In this research result, we apply the new method to a few projects and can set the reasonable test planning. The developing results is showing the good balance between the developing cost and warranty cost at market.

• International Commerce and Information Review
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• v.11 no.4
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• pp.215-228
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• 2009

This research considers to analyze the importance and priority order of outsourcing partner selecting factors on plant exporters. This research deals with case study on the outsourcing in the "A" plants exporter. To obtain the goal this research, firstly, based on reviewing previous literature and taking professional advice, the selecting factors were identified and conceptualized, and we made the hierarchy model and utilized AHP in analysis method. Secondly, AHP model constructed 3 higher factors, and 9 lower factors. Thirdly, the data used for the weight values for the outsourcing partner factors were collected from outsourcing experts and officers in "A" company. The 3 higher factors were 'Firm's Competence', 'Customer/User Factor', and 'Systemic Factor', and the 9 lower factors were 'experience of outsourcing', 'competency based HR', 'market share', 'reliability', and 'communication', etc. As the results of the analysis, this research evaluated with an importance highest among selecting factors of outsourcing partner of "A" company were 'Customer/User Factor(46.5%)', 'Systemic Factor(27.8%)' and 'Firm's Competence(25.7%)'. And importance highest among lower selecting factors of outsourcing partner of "A" company were 'reliability(31.4%)', 'competency based HR(14.4%)' and 'communication(13.7%)'. The developed model and selecting factors of outsourcing partner are expected to contribute on effective decisions on plants exporters. Managerial implications and future research directions are suggested based on findings.

• Journal of Information Technology Applications and Management
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• v.14 no.4
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• pp.97-120
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• 2007

Development of information technology and Internet brought big changes in information society. Quantity of information increased rapidly and various types of information were presented through diverse channels. This change brought an impact in electronic commerce environment. A large number of products are transacted in online market. And various search functions and product information are presented for supporting customer's decision making. This study examined the effect of external information on purchase decision-making in electronic commerce environment. An experiment was conducted to see the customer product review, unit sales, etc. on purchase decision-making process in online shopping mall based electronic commerce. As a result of study, external information referring to number of purchasing, positive product review, and reliability of information has a positive effect on purchase-decision. The significance of the study can be found in that it defined 1) external information has an effect on decision-making, 2) positiveness and reliability of product information showed that they have an influence on customer, and 3) when self opinion and other person's opinion are different, one is not satisfied with decision making process. The results of the study can be of practical use in the design and implementation of online shopping mall in electronic commerce.

• Management & Information Systems Review
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• v.8
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• pp.147-166
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• 2002

This study investigated four universities in Busan and compared each other about the dimensions of service qality and relevant concepts. For empirical study, 288 respondents re sampled and six hypotheses are analyzed by using regression analysis and ANOVA. A survey was conducted with four university's students to see if there were significant differences in their perception(expectation, performance, perceived service quality, customer satisfaction, intention of repurchase) of a university administration service quality. The principal findings of this study are as follows: (1) A comparison of universities in terms of their expectations about university administration service revealed no differences, but performance revealed differences in specialization and reliability. (2) All of service dimensions, tangibles, reliability and specialization had significant impact on overall service quality. Specialization had the most significant impact on overall service Quality in A and D university, but tangibles had the most significant impact in B university. (3) Overall service Quality has a significant positive effect on customer satisfaction, but the degree of effect is different from each other. (4) Customer satisfaction has a significant positive effect on intention of repurchase, but the degree of effect is different from each other. In conclusion this study, however has a limitation about questionnaire, offers some strategic directions for developing the specific marketing strategies of university.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.823-829
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• 2020

In this competitive era, it has become a prerequisite for the financial firms providing banking services to understand and meet the customers' needs and demands to remain competitive in today's market environment. Without satisfying the customers, banking business cannot stand alone. To satisfy customers, it is often recommended to provide better quality banking services to the bank customers. Providing quality banking services has become a prime strategic tool for the banking sector nowadays. Therefore, the study investigates the effect of various dimensions of service quality of banking service on customer satisfaction in a developing country, Bangladesh. A total of 212 walking Bangladeshi banking customers participated in this research. A structured questionnaire was developed based on past research. SPSS is utilized for analysis and Likert scale was used in this study. Internal consistency of all items was found correct and a total of seven hypotheses were proposed. For testing, a 5% significance level is considered for acceptance of hypothesis. The findings show that, except employee competency, all other variables such as reliability, assurance, tangibles, responsiveness, empathy, and access to service have positive influence on customer satisfaction. The study provides policy implications for the management boards of the banking sectors.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.6
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• pp.987-996
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• 2010

The purpose of this study was to measure customers' perception of the service quality of Korean restaurants and then compare differences in perceived service quality according to customer nationality. Self-administered questionnaires were completed by 2812 subjects, and data were analyzed by frequency, chi-square, t-test, one-way ANOVA, factor, reliability, cluster, and discriminant analysis. Results of the study were as follows. The factor analysis of perceived service quality produced four factors, employee service (5 variables), menu quality (4 variables), price & value (4 variables), and physical environment (4 variables). Cronbach's alpha values for reliability were over 0.8 for all factors. Further, a significant difference was observed in service quality, which was perceived according to customer nationality. A higher mean value of perceived service quality was held by foreigners when compared to Koreans. Especially, the mean value of perceived service quality was significantly low for all items for Japanese compared to foreigners. Cluster analysis divided subjects into two groups based on attitude toward service quality of Korean restaurants: an unfavorable group and favorable group. These two groups differed from each other in general characteristics as well. Limitations and future research directions are also discussed.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.141-148
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• 2019

This research proposes a model of SERVQUAL scale calibration and uses the SERVPERF model to study the relationship between quality of ATM service and customer satisfaction. The research uses the combination of qualitative and quantitative methodology with the Cronbach's alpha reliability analysis, Exploratory Factor Analysis (EFA) method; Confirmation Factor Analysis (CFA) and Structural Equation Modeling (SEM) through SPSS and AMOS 20.0 data analysis software. The survey was conducted with 800 questionnaires with the convenient sampling method. The number of remaining sample for analysis was 779 responses of individual customers using ATM card services of Bank for Foreign Trade of Vietnam (Vietcombank) Vinh Long. The results show that the satisfaction of customers using ATM cards of Vietcombank Vinh Long is influenced by 4 factors with the order of importance as follows: (1) Price; (2) Network; (3) Reliability; (4) Empathy. Thereby, the author suggests some managerial implications to Vietcombank Vinh Long management to enhance the ATM service quality, then improve customer satisfaction. This research still has some limitations: (1) The study does not investigate other influencing factors, (2) The convenient sampling method has not been generalized well, (3) The research is only conducted for Vietcombank.