• 유통과학연구
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• 제13권1호
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• pp.93-103
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• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• 한국항해학회지
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• 제23권3호
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• pp.75-89
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• 1999

The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

• 한국식생활문화학회지
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• 제25권2호
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• pp.189-197
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• 2010

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers' satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers' expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant's success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

• 무역상무연구
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• 제33권
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• pp.167-190
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• 2007

The aim of the study is to investigate the factors which decide an airport service quality and the differentiation of perception on the airport service quality between airport users and airport authority. For the purpose of this study, the determinants of airport service quality were factors analyzed on the basis of service marketing concept. In order to identify an airport service quality dimension, the writer conducted mail survey and individual interview from the Korean freight forwarders, the 3PL entities, integrators and the airport operation authority. The result of this study is summarized as follows. 1. The dimen measurement was confirmed as a superior method to dimension of service competitiveness.sions of airport service quality consist of five factors; tangibles, reliability, responsiveness, assurance, empathy. 2. There are notable differences in cognition of airport service quality between airport authority's perception and airport customer, and between airport customer's perception and expectation.

• 한국조리학회지
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• 제13권3호
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• pp.239-251
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• 2007

The purpose of this study is to examine the service quality satisfaction in the franchisor-franchisee relation. For the result of this study, we studied the franchisees' answers to the questionnaires about franchisors' service quality. Through this study, we showed the basic data about the selective criteria of the franchisors' service quality. Based on this study, it can be concluded that there are differences in their service quality. The most effective factors of the franchisor's service quality are personnel service(0.510) and menu service(0.390). The finding is $R^2$ -0.489. Therefore, franchisor should pay attention to competent labor service and new menu development. Each factor affects satisfaction with franchisee's service quality, but only convenience and location are not affected.

• 품질경영학회지
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• 제26권4호
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• pp.29-50
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• 1998

The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality.

• 한국병원경영학회지
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• 제9권4호
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• pp.45-69
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• 2004

The purpose of this study is to identify the nature of the inpatient service quality of national university hospital, and based on that, to examine the relationship of hospital inpatient's perceived quality, overall satisfaction, customer loyalty(intention of revisiting, intention of oral transmitting). To carry out these objectives, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality, overall patient satisfaction and customer loyalty. Data were collected by self-administered questionnaires at a 809 bed national university hospital. These questionnaires measuring the service quality were distributed to 400 inpatients. The data samples are 347 cases in final. The response rate was 86.8%. Firstly, to categorize inpatient service quality in hospital, the factor analysis was performed on 48 items. The reliability and validity of these items was evaluated. Finally to explore the relationship of service quality, overall satisfaction, and customer loyalty, the multiple regression and logistic regression analysis are used. This study shows firstly, the dimension of inpatient service quality was categorized into 7 dimensions, that is, kindness, medical service, nurse caring, environment, facilities, appropriateness and access. Secondly, the reliability and validity of inpatient service quality items was satisfied. Thirdly, as a result of multiple regression analysis, the effect of inpatient's perceived service quality, especially, nurse caring(P<0.01), environment (P<0.01), facilities, appropriateness and access variables(P<0.05), on overall satisfaction was statistically significant. Lastly, in case of the effect on customer loyalty as a intension of oral transmitting, medical service(P<0.05), environment(P<0.01) and overall satisfaction(P<0.01) are statistically significant. Also, in case of intension of revisiting, medical service, environment, access, and overall satisfaction variables are significant factors. In conclusion, to maintain the satisfaction and customer loyalty on national university hospitals, the efforts to improve the inpatient service quality, especially, environment, medical service, and access factors might be needed.

• 국제학술발표논문집
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• The 3th International Conference on Construction Engineering and Project Management
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• pp.1453-1462
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• 2009

It is very important for performance of information system that we make an effort to raise user's satisfaction by continuously grasping user's requirement by evaluation of PMIS based on ASP service quality and reflecting this to information system. However, It is lack that developments of suitable evaluation index of PMIS based on ASP service quality. Hereupon, In this study, we propose the evaluation indicators. First, The evaluation area is classified by form the foundation of D & M IS Success Model (2003); system quality, information quality, service quality. Second, The detail evaluation item which include considerations which are gotten through investigation of the construction industry and PMIS based on ASP is grouping by form the foundation SERVQUAL which is a service quality evaluation tool proposed PZB(1988). It is suitable to evaluate PMIS based on ASP service quality in construction industry and able to evaluate various aspects.

• International Journal of Quality Innovation
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• 제10권2호
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• pp.97-108
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• 2009

This paper is to develop a quality measure to evaluate the quality level of child care service in the regional level. By utilizing the biannual intensive child care statistical reports, ten variables are integrated and summarized as a quality measure for child care service in regional level by employing Principal Component Analysis (PCA). Conclusively, it is possible to get a comprehensive measure and the measure obtained from data between 2003 and 2008 illustrates the difference in child care service quality among regions over years. With the measure developed by this research, each region can also get very good insight into what kinds of factors of child care service should be paid more attention to in order to improve the quality of its child care service. Moreover, the measure obtained in this paper is proven reliable and robust in that it reflects the quality of child care service in each region and gives us statistically uniform quality scores with a different data set.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.42-53
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• 2006

The delivery of high service quality is an evitable strategy that has been related to a success in discount store industry. Greater competitiveness has caused discount store firms to be increasingly aware of the importance of service quality to be on a competitive edge. Also, the fact that service quality leads to customer satisfaction has driven many researchers and practitioners to focus on the issue. What we suggest is that customer's expectation change of service quality cannot be regarded as two totally unrelated processes. If quality judgments are based on expectations, it is important to understand the origins of those expectation change. Therefore, if being of effecting factors between the latest expectation and the changed expectation of service quality will prove out, service firms are possible to operate efficiency quality management for getting customer satisfaction.