• 대한안전경영과학회지
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• 제11권1호
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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.

• 아태비즈니스연구
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• 제6권1호
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• pp.45-57
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• 2015

The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

• 디지털융복합연구
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• 제7권3호
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• pp.123-135
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• 2009

The considerable progress of IT industry has changed the industrial structure and lifestyle of our society. One of the remarkable fields of IT industry is online game industry. It showed rapid growth for the past decade. But in recent years online game industry faced with the limit of its growth for a number of reasons. To overcome such situation, online game companies should improve functions of game and analyze their customer's needs for sustainable growth through increasing customer satisfaction and loyalty. The purpose of the study is to investigate and evaluate the factors of online game service quality and the relation of customer satisfaction and loyalty. SPSS 14.0 and AMOS 7.0 are used for experimental research. Through reliability and validity test, service quality factors influencing the customer satisfaction are appeared to be 5 latent variables(reliability, responsiveness, assurance, empathy, tangibles). In addition, by structural equation model and covariance structural model, the result showed that empathy is the most influenced factor to customer satisfaction and customer satisfaction has positive effect on customer loyalty. The results of this research have important implications for explaining an mechanism for service quality of online game, customer satisfaction and loyalty and they might provide operational guidelines to the online game service company.

• 동아시아경상학회지
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• 제1권4호
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• pp.91-107
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• 2013

The main objective of this study was to test the impact of service quality dimensions on customer satisfaction. The conceptual model proposed in the study postulated that service quality impacts on customer satisfaction directly. The model also postulated that service quality has a positive relationship with customer satisfaction, and tested them through Multiple Regression to find their significance. Questionnaires were distributed to gather data. The SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in banks. The results of the study confirmed the five factors of service quality with customer satisfaction were significant in all factors of service quality. Reliability, Responsiveness, Empathy, Assurance, and Tangibles are significant determinants of customer satisfaction. Thus, service quality can be used to predict customer satisfaction. The research has shown a positive relationship between service quality and customer satisfaction. This research concluded that service quality is the basic and also most important factor that impacts customer satisfaction. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on Assurance, and should start with improving service quality in order to raise customer satisfaction.

• International Journal of Reliability and Applications
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• 제3권4호
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• pp.165-171
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• 2002

An optimization of the M/M/1 queue with impatient customers is studied. The impatient customer does not enter the system if his or her virtual waiting time exceeds the threshold K ＞ 0. After assigning three costs to the system, a cost proportional to the virtual waiting time, a penalty to each impatient customer, and also a penalty to each unit of the idle period of the server, we show that there exists a threshold K which minimizes the long-run average cost per unit time.

• The Journal of Asian Finance, Economics and Business
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• 제9권10호
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• pp.251-264
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• 2022

This study explores e-banking variables that affect client satisfaction in the Saudi Arabian banking industry spanning three dimensions: reliability, security concerns, and efficiency, which were chosen as predictors of customer satisfaction in the e-banking industry. A field survey using a self-administered questionnaire as a data collection instrument was adopted to collect the required data from a convenience sample of 250 participants of Saudi banking customers. The overall fit of the hypothesized model was tested using linear regression to find the rate of the independent factors' impact on the dependent variable. The study's findings revealed that there is a statistically significant relationship between the three dimensions and customer satisfaction in Saudi e-banking, with the largest impact being that of reliability, followed by efficiency, and finally security concerns. Also, the study found there was a significant difference in reliability which was considered more important for Saudis and there was a significant difference in efficiency, which was considered more important by males. The findings of this study suggest that these three dimensions are instrumental in e-banking customer satisfaction and that banks can gain a competitive edge by providing better services in these dimensions to sustain and develop their performance in the increasingly globalized banking industry.

• 대한안전경영과학회지
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• 제10권4호
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• 한국콘텐츠학회논문지
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• 제13권7호
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• pp.379-385
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• 2013

인터넷에서 고객들에 의해 생성된 평가정보는 해당 상품에 대한 고객별 선호도 정보로도 간주할 수 있기 때문에 개인화 추천을 위한 고객 프로필 생성에 효과적으로 활용될 수 있다. 하지만, 온라인에서의 상품평가는 누구나 작성할 수 있고, 왜곡된 목적으로 가지고 평가 행위를 하는 경우도 많아 평가정보의 신뢰도 편차가 크다. 따라서 본 연구에서는 상품에 부여된 평가정보 자체의 신뢰도를 측정하고 이를 추천시스템의 고객 프로필 생성 과정에 선별적으로 반영하는 방법론을 제안하고자 한다. 몇몇 추천 시스템 관련 연구에서 평가정보 작성자 수준에서 신뢰도를 측정하고 이를 활용하려 했던 것과 달리 본 연구에서는 개별 평가 정보 수준에서 신뢰도를 측정한다. 실험 결과 신뢰도가 일정수준 이상의 신뢰도를 갖는 평가정보만을 선별하여 고객 프로필을 생성할 경우 추천 시스템의 선호도 예측 정확도가 향상되는 것으로 나타났다.

• 전기학회논문지P
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• 제63권3호
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• pp.163-168
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• 2014

In this paper, when photovoltaic systems are connected to distribution system, most effective capacity and location of PV system are studied considering customer interruption costs of power distribution system. The reliability model of PV system considering the duration of sunshine, the model of time-varying load and Roy Billinton test system (bus2 model) are used. To simulate the effects of PV system, various cases are selected; (1) base case which is no connection of PV system to power distribution system when faults are occurred, (2) 3MW case which is 3[MW] connection of PV system (3) 4[MW] case, and (4) 20[MW] case which is 20[MW] connection of PV system to the bus of power distribution system. The capacity limit of connected PV system is settled to 14[MW] for all cases except case 4. The reliability and customer interruption costs for residential, general, industrial, and educational customer is evaluated.

• 농촌계획
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• 제22권1호
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• pp.81-91
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• 2016

This study identified the impact of the service quality of local food stores on customer satisfaction and revisiting intention of the customers as the interest into local foods is increasing. The main outcomes are as follows: First, many of the respondents said that they use the local food stores based on the trust in the origin of the products and good quality. Second, reliability and validity were suitable for factor analysis and the correlation had a positive (+) directivity. Third, reliability, assurance, empathy and tangibles were analyzed to have a positive (+) impact among the 5 aspects of service quality except for responsiveness. Fourth, customer satisfaction had a positive (+) impact on the intention to revisit the local food stores, and reliability, assurance and empathy had a positive (+) impact on revisiting intention at the statistical significance level except for responsiveness and tangibles among the 5 service quality aspects. Therefore, it is thought to be required to keep having interests into service quality to gain a competitive edge as a sustainable management system since the service quality of local food stores has impacts on customer satisfaction and intention to revisit.