• Journal of Global Scholars of Marketing Science
• /
• v.20 no.3
• /
• pp.269-277
• /
• 2010

Previous studies have shown that the most important factor affecting customer loyalty in the service industry is service quality. However, on the subject of whether service quality has a direct or indirect effect on customer loyalty, scholars' views apparently vary. Some studies suggest that service quality has a direct and fundamental influence on customer loyalty (Bai and Liu, 2002). However, others have shown that service quality not only directly affects customer loyalty, it also has an indirect impact on customer loyalty by influencing customer satisfaction and perceived value (Cronin, Brady, and Hult, 2000). Currently, there are few domestic articles that specifically address the relationship between service quality and customer loyalty in the mobile communication industry. Moreover, research has studied customer loyalty as a whole variable, rather than breaking it down further into multiple dimensions. Based on this analysis, this paper summarizes previous study results, establishes an effect mechanism model among service quality, customer satisfaction, and customer loyalty in the mobile communication industry, and presents a statistical test on model assumptions by using customer investigation data from Heilongjiang Mobile Company. It provides theoretical guidance for mobile service management based on the discussion of the hypothesis test results. For data collection, the sample comprised mobile users in Harbin city, and the survey was taken by random sampling. Out of a total of 300 questionnaires, 276 (92.9%) were recovered. After excluding invalid questionnaires, 249 remained, for an effective rate of 82.6 percent for the study. Cronbach's ${\alpha}$ coefficient was adapted to assess the scale reliability, and validity testing was conducted on the questionnaire from three aspects: content validity, construct validity. and convergent validity. The study tested for goodness of fit mainly from the absolute and relative fit indexes. From the hypothesis testing results, overall, four assumptions have not been supported. The ultimate affective relationship of service quality, customer satisfaction, and customer loyalty is demonstrated in Figure 2. On the whole, the service quality of the communication industry not only has a direct positive significant effect on customer loyalty, it also has an indirect positive significant effect on customer loyalty through service quality; the affective mechanism and extent of customer loyalty are different, and are influenced by each dimension of service quality. This study used the questionnaires of existing literature from home and abroad and tested them in empirical research, with all questions adapted to seven-point Likert scales. With the SERVQUAL scale of Parasuraman, Zeithaml, and Berry (1988), or PZB, as a reference point, service quality was divided into five dimensions-tangibility, reliability, responsiveness, assurance, and empathy-and the questions were simplified down to nineteen. The measurement of customer satisfaction was based mainly on Fornell (1992) and Wang and Han (2003), ending up with four questions. Based on the study’s three indicators of price tolerance, first choice, and complaint reaction were used to measure attitudinal loyalty, while repurchase intention, recommendation, and reputation measured behavioral loyalty. The collection and collation of literature data produced a model of the relationship among service quality, customer satisfaction, and customer loyalty in mobile communications, and China Mobile in the city of Harbin in Heilongjiang province was used for conducting an empirical test of the model and obtaining some useful conclusions. First, service quality in mobile communication is formed by the five factors mentioned earlier: tangibility, reliability, responsiveness, assurance, and empathy. On the basis of PZB SERVQUAL, the study designed a measurement scale of service quality for the mobile communications industry, and obtained these five factors through exploratory factor analysis. The factors fit basically with the five elements, indicating the concept of five elements of service quality for the mobile communications industry. Second, service quality in mobile communications has both direct and indirect positive effects on attitudinal loyalty, with the indirect effect being produced through the intermediary variable, customer satisfaction. There are also both direct and indirect positive effects on behavioral loyalty, with the indirect effect produced through two intermediary variables: customer satisfaction and attitudinal loyalty. This shows that better service quality and higher customer satisfaction will activate the attitudinal to service providers more active and show loyalty to service providers much easier. In addition, the effect mechanism of all dimensions of service quality on all dimensions of customer loyalty is different. Third, customer satisfaction plays a significant intermediary role among service quality and attitudinal and behavioral loyalty, indicating that improving service quality can boost customer satisfaction and make it easier for satisfied customers to become loyal customers. Moreover, attitudinal loyalty plays a significant intermediary role between service quality and behavioral loyalty, indicating that only attitudinally and behaviorally loyal customers are truly loyal customers. The research conclusions have some indications for Chinese telecom operators and others to upgrade their service quality. Two limitations to the study are also mentioned. First, all data were collected in the Heilongjiang area, so there might be a common method bias that skews the results. Second, the discussion addresses the relationship between service quality and customer loyalty, setting customer satisfaction as mediator, but does not consider other factors, like customer value and consumer features, This research will be continued in the future.

• The Journal of Korean Institute of Communications and Information Sciences
• /
• v.31 no.10B
• /
• pp.936-944
• /
• 2006

In order to enhance their own customer satisfaction index that is one of the top level managerial performance indices, Internet communication service providers endeavor onto establishing a total quality management system. Specifically, it is under discussion that some critical Internet communication network quality characteristics closely related to customer satisfaction index should be controlled aiming to this managerial goal. This paper presents an application scheme of I-MR control charts for monitoring Internet communication network quality characteristics. This statistical quality control scheme generates a signal to practitioners when it detects the network quality characteristics out-of control. It is designed based on; 1) individual measurements; and 2) moving ranges between two consecutive individual measurements collected with a constant time interval. Empirical analyses are illustrated to estimate the expected quality improvement ratios that can be realized with the application scheme proposed in this paper. Assuming that the assignable causes can be revealed and eradicated, regarding two Internet communication services A, B, seven network quality characteristics for each service, eleven distinct measuring spots for each network quality characteristic, the expected quality improvement ratios are calculated with which the effect of the application scheme is evaluated. Results show the ranges of the expected quality improvement ratios; 1) Service A, (1) mean (0.31%-11.44%), (2) standard deviation (9.82%-71.10%): 2) Service B, (1) mean (0.29%-17.64%), (2) standard deviation (8.05%-60.59%). Hence, It is anticipated that the I-MR control charts based application scheme can be effective not only to improving the mean and dispersion of the network quality characteristics concerned but also to maintaining the network quality characteristics in-control consequently.

• Journal of Intelligence and Information Systems
• /
• v.19 no.4
• /
• pp.97-121
• /
• 2013

With the growing importance of knowledge for sustainable competitive advantages and innovation in a volatile environment, many researches on knowledge sharing have been conducted. However, previous researches have mostly relied on the questionnaire survey which has inherent perceptive errors of respondents. The current research has drawn the relationship among primary participant behaviors towards the participation level in knowledge sharing, basically from online user behaviors on Wikipedia, a representative community for online knowledge collaboration. Without users' participation in knowledge sharing, knowledge collaboration for creating knowledge cannot be successful. By the way, the editing patterns of Wikipedia users are diverse, resulting in different revisiting periods for the same number of edits, and thus varying results of shared knowledge. Therefore, we illuminated the participation level of knowledge sharing from two different angles of number of edits and revisiting period. The behavioral dimensions affecting the level of participation in knowledge sharing includes the article talk for public discussion and user talk for private messaging, and community registration, which are observable on Wiki platform. Public discussion is being progressed on article talk pages arranged for exchanging ideas about each article topic. An article talk page is often divided into several sections which mainly address specific type of issues raised during the article development procedure. From the diverse opinions about the relatively trivial things such as what text, link, or images should be added or removed and how they should be restructured to the profound professional insights are shared, negotiated, and improved over the course of discussion. Wikipedia also provides personal user talk pages as a private messaging tool. On these pages, diverse personal messages such as casual greetings, stories about activities on Wikipedia, and ordinary affairs of life are exchanged. If anyone wants to communicate with another person, he or she visits the person's user talk page and leaves a message. Wikipedia articles are assessed according to seven quality grades, of which the featured article level is the highest. The dataset includes participants' behavioral data related with 2,978 articles, which have reached the featured article level, with editing histories of articles, their article talk histories, and user talk histories extracted from user talk pages for each article. The time period for analysis is from the initiation of articles until their promotion to the featured article level. The number of edits represents the total number of participation in the editing of an article, and the revisiting period is the time difference between the first and last edits. At first, the participation levels of each user category classified according to behavioral dimensions have been analyzed and compared. And then, robust regressions have been conducted on the relationships among independent variables reflecting the degree of behavioral characteristics and the dependent variable representing the participation level. Especially, through adopting a motivational theory adequate for online environment in setting up research hypotheses, this work suggests a theoretical framework for the participation level of online knowledge sharing. Consequently, this work reached the following practical behavioral results besides some theoretical implications. First, both public discussion and private messaging positively affect the participation level in knowledge sharing. Second, public discussion exerts greater influence than private messaging on the participation level. Third, a synergy effect of public discussion and private messaging on the number of edits was found, whereas a pretty weak negative interaction effect of them on the revisiting period was observed. Fourth, community registration has a significant impact on the revisiting period, whereas being insignificant on the number of edits. Fifth, when it comes to the relation generated from private messaging, the frequency or depth of relation is shown to be more critical than the scope of relation for the participation level.

• Korean Journal of Social Welfare
• /
• v.67 no.1
• /
• pp.263-288
• /
• 2015

This study is to research the mediating effects of optimism and quality of relationship which interpersonal traumatic experience influences posttraumatic growth. It focuss on verifying the impact of interpersonal traumatic experience to optimism and quality of relationship and the influence of optimism and quality of relationship to posttraumatic growth. And also it is to verify dual mediating effect between optimism and quality of relationship. Data for this study were collected through the use of a survey instrument completed by 405 interpersonal traumatic experience, 30-60 age group. Collected data were analysed by AMOS program, Structure Equation Model(SEM) was implemented to verify the mediating effect between optimism and quality of relationship. Finally, Phantom Variable was utilized for verification of indirect influence of a multi mediating effects. The findings of this study were as follows, First, the result shows that the higher level interpersonal traumatic experience, the higher posttraumatic growth they have. Second, it shows that optimism and quality of relationship have partial mediating effect between interpersonal traumatic experience and posttraumatic growth. Third, it was analyzed that optimism and quality of relationship had double mediating effect. Based on these findings, the research discussion reinforced the importance of intervene with its optimism and quality of relationship in the site of those who experience interpersonal trauma. Theological, political and practical implications of this study are as follows. First, it has a series of significance in terms of that this study confirmed its influence considering the quality of relationship from interpersonal experience among relevant factors of traumatic accident, optimism among individual factors, quality of relationship among environmental factors based on 'the crisis of life and the theory of individual growth'. econd, even though optimism and quality of relationship were proved as major predictors for posttraumatic growth of those who experience interpersonal traumatic, psychological support center for traumatic experience is not operated systematically in Korea. Third, this study implies that it should intervene mainly with its optimism and quality of relationship in the site of those who experience interpersonal trauma such as any abuses including sexual abuse, bullying, and divorce.

• The Korean Journal of Rehabilitation Nursing
• /
• v.2 no.1
• /
• pp.61-71
• /
• 1999

This quasi-experimental study was intended to test the effect of self-help group program, which is one of the way to enhance adaptation and quality of life to mastectomy patients. Data was collected from July 14, 1998 to Oct. 31, 1998 at two Medical Center in Seoul. The subjects for this study were the patients who had undergone mastectomy and were follow-up ; 14 in experimental group and 14 in control group matched with age and treatment. The instruments for this study were adaptation in Lee(1994)'s physical symptom questionnaire, Zung's Self-rating Depression Scale(SDS, 1965), and Self-rating Anxiety Scale(SAS, 1970), quality of life in Spranger(1996)'s and No(1988)'s Quality of Life Questionnaire. The self-help group program for mastectomy patients was developed based on literature review and pilot study by the investigator. The subjects of experimental group were participated in 6 weeks self-help group program and were received arm and shoulder exercise, informational support, and interpersonal support by group members. The control group were received no intervention, Both group answered questionnaires prior to intervention and 6 weeks later. The data analyzed by frequency, $X^2$-test, Mann-Whitney U test. Wilcoxon Signed Rank test, Pearson's Correlation Coefficient and Stepwise Multiple Regression using SPSS WIN. The results are as follows ; Hypothesis 1. "The experimental group with the self-help group program will have a higher score on adaptation state than control group." was not supported. But the post test score of anxiety and depression in experimental group were declined and the depression score was reduced relatively. Hypothesis 2. "The experimental group with the self-help group program will have a higher score on quality of life than control group." was not supported. But the posttest score of quality of life in experimental group was reduced relatively. Hypothesis 3. "The higher adaptation state of mastectomy patients, the higher quality, of life." was supported(r=,80, p<.001). Additionally, the lower physical symptom, depression and anxiety, the higher quality of life And depression, which was the main predictor of quality of life, accounted for 59.5%, depression and anxiety accounted for 65.5% of the variance in quality of life. In conclusion, when the self-help group program was intervened to mastectomy patients, it was tended to increase quality of life and to reduce depression and anxiety. So self-help group program can be considered useful nursing inter vention effect on adaptation and quality of life of mastectomy patients. With discussion, I suggest repeated further re search on self-help group with appropriate sample size and longitudinal study. Also during adjuvant therapy, it is needed to develop convenient method to be supported from peer group and family, such as computer mediated support group.

• Journal of Korean Society for Quality Management
• /
• v.35 no.4
• /
• pp.67-77
• /
• 2007

We tried new interpreting about the work of art in this paper. The work of art respects the intention of the artist to make it and interprets intention until now. After critics distinguish by a period, an area that they set to philosophical thought which is the time and interpreted. We set to each one subjectivity and interpreted between artist to make the work of art and appreciator. But in this paper, we tied various criteria which appreciates the work of art. We tried so that we presented the intimacy each other newly. Otherwise we tied with the subjectivity of the individual and are the try to be an objectification low through statistical technique. We looked into the culture and art in the introduction and explain the discussion about the work of art interpreting which the main subject. We set the category 6 area, and explain an each criteria explanation and assessment method. We tried to propose new interpreting as the intimacy to be multi-variate data analysis result of the assessment analysis.

• Journal of the Korean Society for Library and Information Science
• /
• v.40 no.2
• /
• pp.195-216
• /
• 2006

This study intends to analyze the meanings and values of shared cataloging in public libraries. Emphasis was on verifying how useful KOLIS-NET is as a tool in order to share bibliographic data and library resources. To the end. this study investigates the recognition and participation of KOLIS-NET in public libraries. Finally suggested is strategies to improve both the poor quality and the poor services. The data needed for discussion were collected by an in-depth interviews with catalogers and a survey with 216 public libraries.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2006.11a
• /
• pp.251-259
• /
• 2006

Evaluation of the work of art with intention of the artist different is not a possibility of free oneself from the limit which estimates an evaluation at value of appreciator. We tried new interpreting about the work of art in this paper. The work of art respects the intention of the artist to make it and interprets intention until now. After critics distinguish by a period, an area that they set to philosophical thought which is the time and interpreted. We set to each one subjectivity and interpreted between artist to make the work of art and appreciator. But in this paper, we tied various criteria which appreciates the work of art. We tried so that we presented the intimacy each other newly. Otherwise we tied with the subjectivity of the individual and are the try to be an objectification low through statistical technique. We looked into the culture and art in the introduction and explain the discussion about the work of art interpreting which the main subject. We set the category 6 area, and explain an each criteria explanation and assessment method. We tried to propose new interpreting as the intimacy to be multivariate data analysis result of the assessment analysis. Stopping from the thing which sees the work of art knows, it will be able to give meaning thing from this research prerequisite.

• International Journal of Precision Engineering and Manufacturing
• /
• v.4 no.2
• /
• pp.49-56
• /
• 2003

As semi-solid forging (SSF) is compared with conventional casting such as gravity die-casting and squeeze casting, the product without inner defects can be obtained from semi-solid forming and globular microstructure as well. Generally, SSF consists of reheating, forging, and ejecting processes. In the reheating process, the materials are heated up to the temperature between the solidus and liquidus line at which the materials exists in the form of liquid-solid mixture. The process variables such as reheating time, reheating temperature, reheating holding time, and induction heating power has large effect on the quality of the reheated billets. It is difficult to consider all the variables at the same time for predicting the quality. In this paper, Taguchi method, regression analysis and neural network were applied to analyze the relationship between processing conditions and solid fraction. A356 alloy was used for the present study, and the learning data were extracted from the reheating experiments. Results by neural network were in good agreement with those by experiment. Polynominal regression analysis was formulated using the test data from neural network. Optimum processing condition was calculated to minimize the grain size and solid fraction standard deviation or to maximize the specimen temperature average. Discussion is given about reheating process of row material and results are presented with regard to accurate process variables fur proper solid fraction, specimen temperature and grain size.

• Journal of Conservation Science
• /
• v.34 no.3
• /
• pp.227-233
• /
• 2018

Philosophical discussion and ethical approach have been crucial aspects in the rational decision-making of heritage conservation. This study analyses why and how they play an important role in determining the quality of conservation practice. It highlights the key concepts of conservation philosophy and ethics, as well as their relationship, in order to establish a constructive platform through which researchers may understand the role and importance of conservation philosophy and ethics. In conclusion, this study provides a set of recommendation for the government, academic experts, and conservators which will allow them to become actively involved in improving the quality of philosophical and ethical knowledge in the field of conservation.