• The International Journal of Costume Culture
• /
• v.9 no.1
• /
• pp.15-26
• /
• 2006

The purposes of this study were 1) to identify the dimension of perceived service quality of fashion retail stores in the basis of expanded marketing mix, 2) to investigate the effect of each dimension on long-term orientation/customer satisfaction, trust, commitment and WOM/repurchase intention) on perceived service quality. The questionnaires were administered to 333 women shopped in a fashion retail store in Gwang-ju city. Data were analyzed by using exploratory and confirmatory factor analysis, Cronbach' ${\alpha}$, and multi-regression analysis. The results were as follows: 1) The dimension of perceived service quality based on expanded marketing mix were classified as follow: product, price, place, promotion, people, physical evidence, process services. Long-term orientation was categorized into four factors: customer satisfaction, trust, commitment, WOM/repurchase intention. 2) For the effect of the perceived service quality by dimension, product, people, physical evidence, process services have significant effect on long-term orientation, while price, place, promotion services have not significant.

• Science of Emotion and Sensibility
• /
• v.7 no.2
• /
• pp.107-121
• /
• 2004

Although consumer needs for better products force manufactures to put emphasis on design, often development of a product has been done without the formal phase to consider human needs. In order to identify the implicit needs of customers and the areas of potential demand on a product, several analysis scheme such as QFD(quality function deployment) has been developed. For this, first of all, the methods for evaluating consumers satisfaction about their needs must be determined. However there were only few systematic methods on shoe design. In this paper we developed an innovative framework for human satisfaction evaluation of shoes. As a result, we uncovered 29 dominant human satisfaction dimensions for customer-oriented quality evaluation of a comfortable shoes. Here, 29 satisfaction dimensions were identified as the dimensions that represent the human sensitivity and psychological feeling on comfortable shoes. This study helped the designers and developers clarify the conceptual and abstract aspect of the design evaluation by proposing a more systematic and process-oriented method.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.35 no.6
• /
• pp.700-711
• /
• 2011

The purposes of the study were to identify the online service attributes that contribute to online consumer experiences of satisfaction, service failure, and service recovery and to examine whether differences exist in these attributes between U.S. and Korea. E-A-S-QUAL provided a useful framework for the study. Focus group interviews and web surveys were conducted by utilizing college students in both countries. No significant cultural differences were found in online service dimensions of service satisfaction. Personalization was the most frequently mentioned online service dimension of service satisfaction both in the U.S. and Korea. The findings showed significant cultural differences in terms of online service dimensions responsible for service failure and recovery. For Korean consumers, merchandising was one of the key online service dimensions of service failure, while efficiency was the important service dimension resulting in service failure for the U.S. consumers. In addition, for U.S. consumers, efficiency and personalization were the two most frequently mentioned service dimension for service recovery, while Korean consumers put more importance on the contact and information dimensions for service recovery. This study provided a comprehensive list of online service attributes important to online apparel retailing.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.40 no.4
• /
• pp.87-95
• /
• 2017

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer's first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

• Korean Journal of Community Nutrition
• /
• v.11 no.3
• /
• pp.383-391
• /
• 2006

The purposes of this study were to examine the impacts of characteristics of bakery cafe customers and service quality on customer perceived value, customer satisfaction, intention to revisit, and intention to recommend, and to provide comprehensive understanding on attitudes and behaviors of bakery cafe customers. The questionnaire was developed through literature review and focus group interviews and was modified after pilot test. The questionnaires for the main survey were distributed to 320 males and females aged 20 and over in Seoul. A total of 275 questionnaires were used for analyses (85.9%) and the statistical analyses were completed using SPSS Win (12.0) for descriptive analyses, regression analyses, and correlation analysis. The main results were as follows. There were significant differences of intention to revisit between groups of different gender, age, and personal expenses. The service quality of product dimension affected all tested variables, and the service quality of services and price dimension had effects on customer perceived value and intention to recommend. Customer satisfaction was a unique variable that is affected by service quality of the interior environments dimension. Overall, researchers and managers of bakery cafes should understand customer attitudes and behaviors, and the results of this study would help to establish marketing strategies that meet target customers' needs.

• Korea Journal of Hospital Management
• /
• v.2 no.1
• /
• pp.48-64
• /
• 1997

This study was conducted to evaluate the satisfaction level of interns and residents on training and job environment of two university hospitals in Pusan. The concept of subject's satisfaction was evaluated in general characteristics, socioeconomic status, working condition, human relationship, and job status and scored from 1 to 5. The newly developed questionnaire for this study(32 items) was revised and modified by the preliminary survey. The internal consistency of questionnaire was 0.73(Cronbach's alpha). The self-administered questionnaire was provided to 218 subjects and collected the answering from March 2 to March 25th, 1997, and statistical significances were tested by $x^2-test$, t-test and ANOVA. The satisfaction level between the residents group was significantly different, but satisfaction level of working condition, human relationship and job status showed no difference. The service division part showed highest(2.73) and the surgical division part showed lowest(2.57). The job satisfaction level between the subjects showed higher satisfaction level in working condition, socioeconomic status, and total satisfaction dimension, and intern group showed higher satisfaction level than resident group. Satisfaction level in human relationship dimension, resident group showed higher satisfaction level than intern group, but showed no statistically difference. To improve the working condition for residents, public welfare facilities was firstly suggested and the next was salary increase, overloaded work, respectively. For intern groups, overloaded work and waste work were firstly suggested and the next was public welfare facilities and salary increase, sequentially. The career gets longer, the satisfaction level on general characteristics of working condition, socioeconomic status, and total satisfaction level were increased. The subjects who have religion and higher socioeconomic status showed higher satisfaction level than the other group. The general satisfaction level of subjects in all dimensions showed lower aver age(3.0) and the overall satisfaction level showed below than average. Thus, in order to improvement of subject's working condition, higher quality of life is necessary rather than economic state. In future, these results might be considered to improve the working condition for interns and residents.

• Journal of the Ergonomics Society of Korea
• /
• v.24 no.1
• /
• pp.19-26
• /
• 2005

Mobile internet access using such devices as PDAs and cellular phones becomes popular as mobile technologies grow. However, the characteristics of small screen devices such as small screen size and pen-based input cause many usability problems. In this study, a human factors experiment was conducted to identify the factors affecting the usability of information search on a PDA. Factors manipulated in the experiment included use of wheel equipment, scroll dimension, and screen orientation. Task completion time, error frequency, and subjective satisfaction level were measured. In addition, various users' behavioral patterns such as scanning routes and mainly used scrolling methods were analyzed. Scroll dimension has a significant effect on task completion time. Scroll equipment and screen orientation affect subjective satisfaction level. The results could be applied to designing information structure of web sites for mobile use by providing vertical scroll and using external scroll equipments.

• The Research Journal of the Costume Culture
• /
• v.22 no.1
• /
• pp.143-157
• /
• 2014

The aims of this study were to identify the dimensions of both store and PB apparel product attributes at large discount stores, and to empirically examine the effects of each dimension of store and PB apparel product attributes on satisfaction with PB apparel products and on repurchase intension. Questionnaires were given to 264 large discount store customers, who have experienced buying PB apparel products at large discount stores. The results were as follows. First, purchased PB items and image, improvement of PB apparel products showed differences by gender. Second, the dimensions for store attributes were categorized as convenient of shopping environment, product quality, customer service, advertising reach, convenient location, and reasonable prices. The PB apparel product attributes were categorized as material handling management, quality, fashion ability, and brand power. Third, generally, both store and PB apparel product attributes at large discount stores are significantly related to PB apparel satisfaction and repurchase intention. PB satisfaction and repurchase intention of males were partly affected by store attributes and PB apparel product attributes. PB satisfaction and repurchasing intention of females, however, were partly affected by only PB apparel product attributes, not store attributes.

• Korean Journal of Human Ecology
• /
• v.20 no.3
• /
• pp.651-663
• /
• 2011

The purpose of this study was to provide basic data and information for the improvement of school foodservice and efficient management of cooks by surveying the working conditions and the job satisfaction of cooks at schools located in Chungbuk province. The questionnaires of 311 cooks were available for this study. 26.3% of respondents worked at elementary schools, 34.2% of respondents worked at middle schools, and 39.5% of respondents worked at high schools. 72.3% of them were in their forties, 24.4% worked during five to seven years, and 63.0% had qualification certificates. Their job satisfaction was examined from ten dimensions. Respondents were not satisfied with the wage system and working environment which scored 2 points out of 5 points(not satisfied). They gave 1 point out of 5 points to the promotion dimension(not satisfied at all) while organizational committment area received relatively high points. The overall job satisfaction level was 3.06 points. The evaluation of the factors that made their job unsatisfactory were evaluated and the bonus system, treatment system and the wage system were 3.80 points, 3.69 points, and 3.62 points, respectively. In order to improve the job satisfaction of school foodservice employees, a change of the wage system and welfare system are needed.

• Journal of Digital Convergence
• /
• v.18 no.3
• /
• pp.111-121
• /
• 2020

The purpose of this study is to examine the satisfaction of consumers using the mobile navigation service which is continuously growing. This study examined variables that affect the service use behaviors and satisfaction of 1200 consumers using service. According to the results of the study, consumers used the service 1-2 or 3-4 times per week, more frequently used in the lunch time(weekends) and in the morning(weekdays). The core functional dimension was shown to have the largest effect on satisfaction with the service. Among consumption emotions, positive emotions had effects in the positive direction while negative emotions had effects in the negative direction, and the effect of innovativeness was not significant. Through the foregoing, the use behavior and the formation of satisfaction could be analyzed and the results of this study can be used in establishing service strategies later and can be also used as basic data of the navigation industry.