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

• Journal of Distribution Science
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• v.13 no.10
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• pp.101-108
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• 2015

Purpose - The convenience store business sector in South Korea has contributed to economic growth and job creation, and the growth potential of this market segment remains very high. In addition, service value is a more important factor than price in determining purchase intention. Research in the convenience store market is relatively very low compared to other retail sectors. In particular, research on service quality for the convenience of retailers who examine and analyze customer behavior and service quality factors used in the convenience store side of the situation is very inadequate. We have investigated the relationship of store service quality, service satisfaction, and store loyalty. In addition, we have examined the way service value moderates the relationship among these variables. Research design, data, and methodology - The questionnaire was developed using modified and supplementary questions based on the KD-SQS and RSQS models. The study suggested a theoretical model composed of 15 hypotheses on the relations between theoretic variables, and surveys conducted with consumers in discount stores in the Seoul and Gyunggi Metropolitan area in order to verify the hypotheses. We used the SPSS/PC statistical packages to analyze the results. The number of surveys used was 227. Moreover, a structural equating model was also used to analyze the reliability and validity of the composing elements and to verify the suggested hypotheses. Results - The overall results of this study are as follows. First, all service quality elements have a significant effect on service satisfaction. Second, all service quality elements have a significant effect on store loyalty. Third, service satisfaction has a significant effect on store loyalty. Finally, when the participants were divided into high and low service value the results of the multiple regression analyses showed that only the relationship between policy of service quality and satisfaction, and human interaction and policy of service quality and loyalty were significant. The implications are discussed based on the findings of the study. Conclusions - First, through direct hypotheses testing, we confirmed that the convenience service quality positively impacts the service satisfaction and loyalty of buyers. In particular, the reliability, origin benefit, and promotion were found to have more influence on satisfaction and loyalty of consumers of a convenience store. Further, for the service quality of the convenience for the consumer loyalty, greater human interaction was a high-value and statistically significantly higher than the degree of improvement in consumer loyalty. This underscores the importance of education and human services management of employees working in a convenience store. In particular, frequent changes in personnel generate results that negatively impact loyalty with customers. These results may lead to a serious problem in the economics of the store. Therefore, it should enhance the value of services through the establishment of training and compensation for employees. In addition, a certain educational level is required as well as a basis for compensation and retention.

• Journal of Korean Society for Quality Management
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• v.45 no.2
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• pp.275-292
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• 2017

Purpose: This study is designed to explore web-site service quality factors in job information site for high quality human resource, and to test relationship among web service quality, image, user satisfaction, relationship quality, and loyalty intention. Methods: A survey tool was questionnaire that had obtained validity and reliability through literature survey and pretest survey, and sample 214 was analyzed through SEM using SPSS21.0 and AMOS21.0. Results: Web design and information offer affect Image and user satisfaction. Also, relationship quality turned out to be an important mediator between image and loyalty intention and between customer satisfaction and loyalty intention. Conclusion: This study shows that two factors in via of relationship quality, were important factors that related companies have to emphasize to raise performance, Also, in order to raise loyalty intention of customer, marketer should exert to well manage relationship quality having significance as a mediator.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2001.01a
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• pp.373-377
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• 2001

This study is to examine the factors that influence the performances of service quality in university hospitals by investigating systematically the condition of service quality. A synthesis of the health care quality is conducted to identify physical quality, operating process quality, and human resources quality that relate to both the overall satisfaction and intention of revisit. Based on the proposed hypotheses, the relationships between the service quality factors and performance are examined using data collected from 167 patients in three hospitals, Korea. Reliability and validity tests are performed for examining its relationship with service quality in health care systems. Total eight independent variables with respect to three service quality levels and two dependent variables for performance are identified for relationships between service quality and performance in health care systems. The results provide health care managers with a managerial insight to the planning function of performance with service quality in health care systems as well as other operations (business, government, or other service organizations) systems. Implication of the study for theory, future studies, and practices are discussed.

• Asia Marketing Journal
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• v.26 no.2
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• pp.129-144
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• 2024

This research is on how people's trust in human-like AI-based service will influence customer engagement (CE). This study will discuss the relationship between trust and CE and explore how people's trust in AI affects CE when they lack knowledge of the company/brand. Items from the philosophical study of trust were extracted to build a scale suitable for trust in AI. The scale's reliability was ensured, and six components of trust in AI were merged into three dimensions: trust based on Quality Assurance, Risk-taking, and Corporate Social Responsibility. Trust based on quality assurance and risk-taking is verified to positively impact customer engagement, and the feelings about AI-based service fully mediate between all three dimensions of trust in AI and CE. The new trust scale for human-like AI-based services on social media sheds light on further research. The relationship between trust in AI and CE provides a theoretical basis for subsequent research.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.631-640
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• 2012

Purpose: This empirical study is focused on the relationship between innovation capability (R&D and Human Resource innovation) and performance in knowledge-based service firms. Methods: We build research model to test how each of innovation capability on technology and human resource is influenced on their financial and non-financial performance in the knowledge-based service industries. Based on the previous research, we hypothesized the factors are regarded innovation capabilities of the firms as the scale of R&D and human resources. Because this study is especially targeted to the performance of knowledge-based service firms. With the survey on 424 main knowledge-based service firms, the multi-regression analysis was performed. Results: The result showed that the scale of R&D and human resources capabilities are main factors for knowledge-based service firms' performance, which reflects the current industrial structure. Conclusion: This study empirically demonstrated that human resources are most important to the growth of knowledge-based service firms.

• Korean Security Journal
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• no.36
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• pp.111-137
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• 2013

The purpose of this study is to examine the effects of electronic security service quality satisfaction and customer satisfaction on switching barrier and customer loyalty. Survey questionnaires were distributed to business owners in Seoul that are using electronic security system and the total of 500 copies were used as research data except 60 copies with insufficient responses. The results are as follow. First, as for the effects of electronic security service quality satisfaction on electronic security customer satisfaction, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on electronic security customer satisfaction. Second, as for the effects of electronic security service quality satisfaction on switching cost, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on switching cost. As for the effects of electronic security service quality satisfaction on human relations, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on human relations. It indicates that the effects of electronic security service quality satisfaction on alternative attraction was not meaningful. Third, as for the effects of electronic security customer satisfaction on switching cost, it indicates that the higher electronic security customer satisfaction achieves, the more it has positive effects on switching cost. As for the effects of electronic security customer satisfaction on human relations, it indicates that the higher electronic security customer satisfaction achieves, the more it has positive effects on human relations. But, it indicates that the effects of electronic security customer satisfaction on alternative attraction was not meaningful. Fourth, As for the effects of electronic security service quality satisfaction and electronic security customer satisfaction on customer loyalty, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on customer loyalty. As for the effects of switching cost on customer loyalty, it indicates that the higher switching cost achieves, the more it has positive effects on customer loyalty. As for the effects of alternative attraction on customer loyalty, it indicates that there is no meaningful relation between alternative attraction and customer loyalty. But, effects of human relations on customer loyalty, it indicates that there is no meaningful relation between human relations and customer loyalty. Based on the above results, it is noticeable that in the effects of electronic security service quality satisfaction and electronic security customer satisfaction on switching barrier, all of them had meaningful effects except for alternative attractiveness. This signifies that switching barrier factor can increase when the service quality of electronic security and customer satisfaction increase. In other words, it can be said that increased awareness of electronic security service quality satisfaction and electronic security customer satisfaction by electronic security users can lead to high customer loyalty by establishing switching barrier through such increased awareness.

• Korean Journal of Human Ecology
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• v.14 no.6
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• pp.915-924
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• 2005

In this study, two controversial Child Care Policies will be discussed based on the perspective of Economics: Accreditation of Child Care Centers and Liberation of Child Care Service Tuition. Liberation of Child Care Service Tuition is to provide parents and children with exact quality which they want at a differentiated price. Accreditation of Child Care Center is to enhance the quality of child care service by evaluating the quality of centers and grading centers into three classes. This study concludes that success or failure of the policies mostly depend on the investment capability of the government to increase the supply of child care centers. Employing these two policies requires the child care rate more than certain level and more financial investment from the government since the responsibility of providing child care services relies mostly on the government in Korea.

• 전자공학회논문지 IE
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• v.45 no.1
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• pp.58-64
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• 2008

This Paper provides perceptual metrics for video quality based on properties of human visual system, and audio quality based on human audition. All metrics work without reference signals, allowing non-intrusive, in-service measurements. A simple and easy-to-learn user interface displays the metrics and saves them in popular file formats like CSV. In this paper, proposed method was able to various and corrective measurement for the multimedia service video quality. As that it was able to application to set up service guide line and the methode of measurement and system for the set up standardization of the high quality video service.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.513-525
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• 2013

Purpose: The purpose of this paper are to propose a strategic map for hotel industry through analyzing the relationship between service resource, operational capabilities, and performance. Methods: A phone survey was conducted among Korean hotels, and 102 data sets were collected. Measurement items are assessed using both cognitive and objective scales. Results: As results, 'superior group', which is superior in both physical resources and human resources, is excellent in all capabilities and also in room occupancy rate. On the other hands, 'inferior group', which is inferior in both physical resources and human resources, shows lower achievements is in most areas except speed. In addition, physical superior group is better than human superior group in most capabilities except speed, but human superior group shows better results than physical superior group in both room occupancy rate and customer satisfaction. Conclusions: Through the empirical analysis, the conclusions attained are as follows; First, human resources affect customer satisfaction more directly that physical resources. Second, the balancing between physical resources and human resources has an importance to improve operational capabilities.