• Journal of Distribution Science
• /
• v.15 no.4
• /
• pp.41-57
• /
• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• Journal of the Korean Dietetic Association
• /
• v.13 no.2
• /
• pp.138-156
• /
• 2007

The purposes of this study were to a) measure the service quality attributes of foodservice type such as school foodservice, hospital foodservice and business & industry(B&I) foodservice, managed by contract management company(CMC), b) compare with service quality attributes by CMC scale, c) analyze overall customer satisfaction(CS) by the foodservice type and the CMC scale, and d) identify the effect of service quality attributes on an overall CS by the foodservice type and the CMC scale. The questionnaires were handed out to 6,620 customers of 207 school, 38 hospital, and 86 B&I foodservices in 108 CMCs. The statistical data analysis was completed using SPSS Win(ver 12.0) for descriptive analysis, t-test, reliability analysis, and multiple linear regression analysis. From an analysis on service quality attributes, 'proper arrangement of table and chair at hall distribution(3.53)', 'operation of nutrition education(3.50)' were highly perceived to student, 'correctable serving(4.08)', 'serve at fixed distribution time(4.08)', 'kindness of serving employee(4.04)' were highly perceived to patient, 'employee's kindness(3.84)' were highly perceived to customer of B&I. In comparison of service quality attributes by CMC scale, most scores of large enterprise(LE) were significantly higher than small and medium sized enterprise(SME) in school foodservice, hospital foodservice and B&I foodservice. Overall CS levels were 3.53 out of a maximum 5 on B&I, 3.46 on school, and 3.44 on hospital and were evaluated differently CS score by CMC scale. Finally, regression results for the effects of service quality attributes on overall CS by each of foodservice type were identified significantly different service quality attributes by foodservice type such as school, hospital, B&I(p<.001) and by CMC scale. For considering the goal of enterprise on profit-making through CS and the needs of customer on CS at moment of truth(MOT), the findings should be applied to the CMC and the foodservice industry.

• Journal of Distribution Research
• /
• v.13 no.3
• /
• pp.127-154
• /
• 2008

For the large scale retailers such as chain discount stores and specialty stores, having measurement tool to maintain service quality can be very crucial to sustain high and same level of service qualities around multiple stores. This study aims to develop service quality scales of large-scale stores using Korean discount store cases. We have studied the previous service quality measures including RSQS(Retail Service Quality Scale) and have modified and developed our own scale model called KD-SQS(Korea Discount Service Quality Scale). The following six components have been revealed as the basic dimensions of service quality of Korean discount stores: basic benefits, promotion, personal interactions, physical aspects, policy and additional convenience. Our scales have been verified through various validity and reliability tests.

• The Journal of Korean Institute of Communications and Information Sciences
• /
• v.21 no.1
• /
• pp.103-118
• /
• 1996

With the advent of B-ISDN based on ATM technonlogy, ther are increasing needs for the interconnection of existing LAN/MAN's through ATM networks. ATM networks, therefore, must provide connectionless service. In this paper, the traffic distributio scheme using multi-path is proposed to support efficient connectionless service in ATM networks. Because the proposed scheme distributed the bursty traffic arrived in the interworking unit (IWU) and the connectionless server (CLS) from LAN-terminals, it alleviates the packet loss ratio caused by buffer overflow at IWU/CLS and is able to use nettowrk resources efficiently according to the network conditions and the amount of the traffic arrived at IWU/CLS. This paper presents the distribution algorithm and the IWU/CLS, CLS-CLS closed-loop rate control scheme.

• Journal of Korean Institute of Industrial Engineers
• /
• v.27 no.3
• /
• pp.226-232
• /
• 2001

This paper presents an efficient method for the problem of determining the spare inventory level of a multi-echelon repairable-item inventory system. We consider the system with two levels of inventory, two levels of service and with a general service time distribution. We propose an algorithm that determines the spare inventory level to satisfy the minimum fill rate with the minimum cost. Experimental results show that the algorithm is accurate and efficient.

• Proceedings of the Korean DIstribution Association Conference
• /
• 2007.08a
• /
• pp.127-158
• /
• 2007

This study discusses salespersons' emotional intelligence, one of the key abilities necessary to meet customers' needs effectively, and express positive emotions in frequent interactions with customer. Emotional intelligence refers to self-controllability and social ability emphasizing pro-social aspect and understanding of others. This study investigates how salespersons' emotional intelligence affects adaptive selling and positive emotional expression during the process of interaction with customers, and how such adaptive selling and positive emotional expression affects the quality of service perceived by customers. The results show that greater salespersons' emotional intelligence results in better adaptive selling and positive emotional expression. Such adaptive selling and positive emotional expression had significant effects on the quality of service perceived by customers. These results are important in that they address emotional intelligence as salespersons' emotional ability, which has been overlooked as an antecedent variable for improving adaptive selling and display of positive emotion, consequently provide another factor to help salespersons improve their selling behavior.

• Journal of the Korean Operations Research and Management Science Society
• /
• v.39 no.3
• /
• pp.1-5
• /
• 2014

We study the paper Zhernovyi and Zhernovyi [Zhernovyi, K.Y. and Y.V. Zhernovyi, "An $M^{\Theta}/G/1/m$ system with two-threshold hysteresis strategy of service intensity switching," Journal of Communications and Electronics, Vol.12, No.2(2012), pp.127-140]. In the paper, authors used the Korolyuk potential method to obtain the stationary queue length distribution. Instead, our note makes an attempt to apply the most frequently used methods : the embedded Markov chain and the supplementary variable method. We derive the queue length distribution at a customer's departure epoch and then at an arbitrary epoch.

• Journal of Distribution Science
• /
• v.9 no.2
• /
• pp.5-12
• /
• 2011

This study models the operational competence of mobile service providers as an endogenous factor that presumably impacts the mobile commerce (m-commerce) adoption of consumers and examines the relationship between the perceptions of consumers toward the operational performance of m-commerce providers and their m-commerce adoption likelihood. Quantitative research is applied with data collected from wireless Internet consumers in South Korea. The data is analyzed using factor analysis and structural equation modeling methods. The findings suggest that the operational competence of m-commerce providers is a significant antecedent to the m-commerce use and adoption of consumers in Korea. In this environment, the operational competence of mobile service providers in managing facilities, equipment, systems and technology plays a central role in enhancing m-commerce use and adoption. Based on the results, important managerial implications are discussed.

• Proceedings of the Korea Association of Information Systems Conference
• /
• 2001.12a
• /
• pp.14-30
• /
• 2001

At present, EDI system is indispensable process in Port and e-logis industry. Using EDI system service has been variably applicable Client/Server system base on 2-Tier, Web EDI and skill oriented distribution object. Up to date, EDI System has been Closed. Moreover it raised several points on User. For settling the problem, A study make progress with Web EDI system, XML/EDl system, distribution object technology based on 3-Tier. This Study produce several EDI system and Service. With a Result of study as the central figure, All kinds of System and Service make a comparative study synthetically in port and e-logis industry. As a result of Study, this paper make an Model Construction Planning for estimating the Port EDI System.

• Proceedings of the KSME Conference
• /
• 2003.04a
• /
• pp.604-609
• /
• 2003

Flaw geometries, applied stress, and material properties are major input variables for the fracture mechanics analysis. Probabilistic approach can be applied for the consideration of uncertainties within these input variables. But probabilistic analysis requires many assumptions due to the lack of initial flaw distributions data. In this study correlations are examined between initial flaw distributions and in-service flaw distributions on structures under cyclic load. For the analysis, LEFM theories and Monte Carlo simulation are applied. Result shows that in-service flaw distributions are determined by initial flaw distributions rather than fatigue crack growth rate. So initial flaw distribution can be derived from in-service flaw distributions.