• Culinary science and hospitality research
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• v.23 no.4
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• pp.144-162
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• 2017

This research utilized integrated package program of PASW Statistics 18.0 and AMOS 22.0 to analyze how the influence of service quality factor of coffee chains affects customer satisfaction and intention of customer behavior. The utilized statistics techniques were frequency analysis, exploratory, confirmatory factor analysis, covariance structure analysis, multiple group structure equation model analysis, etc. As a result of hypothesis verification, first of all, it was verified that the service quality factor of coffee chains affected positive (+) effect on service justice. Second, it was verified that the service justice affected positive (+) effect on customer satisfaction. To see it detailed, it is possible to see that all factors, perception of interactive justice, distributive justice, procedural justice, were adopted as the case of affecting service satisfaction (p<.001). Third, it was verified that among the circumstances that service quality affected to satisfaction, justice played a role as intermediary role. Fourth, it was verified that service satisfaction affected positive (+) effect on customer satisfaction, finally, the influence that customer satisfaction affecting behavioral intention has no effect on behavioral intention by brands of domestic or abroad.

• Journal of Information Technology Services
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• v.11 no.2
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• pp.169-183
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• 2012

Since the competition of higher education is more and more critical, the improvement of educational services is importantly considered. Despite the current situations, there are few studies addressing the relationships between education service quality and its outcomes. As educational service quality plays a key role in improving student satisfaction, universities provides a high level of educational services for students and reinforce their competitiveness through student satisfaction. This research investigates the relationships among IT service quality, business education service quality, trust, student satisfaction and student loyalty. In so doing, the current study establishes a theoretical model to test the proposed relationships. The results further suggest that the indirect effect of the IT service quality and the business education service quality enhances its impact of student satisfaction, trust, student loyalty. Finally, the authors draw conclusions and further research directions.

• Journal of information and communication convergence engineering
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• v.7 no.2
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• pp.92-97
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• 2009

Lately, influence of information rises and interest about satisfaction estimation of information providing service is risin. According to rapid change in information environment, information-providing service is being changed in various form, in which center development is made in relation to the effort for customer satisfaction intended to enhance user's satisfaction level through providing more convenient and higher service centered on information service user rather than information service provider. Organizations providing information service is also changing their service from traditional one centered on service provider to that for user's satisfaction and service quality, and evaluation of information service quality and measurement of user's satisfaction as the result of using information service are regarded important. In this respect, it is needed to measure user's satisfaction level for environmental factors of information service and analyze what kind of influence they have to enhance user's satisfaction level of information service. Also function and efficiency of information offer service are important. Therefore, interest for satisfaction survey to heighten contents satisfaction of information-providing service, service satisfaction, satisfaction of user of system satisfaction is increased. In this paper, we propose a model of the user satisfaction index for information-providing services and present the user satisfaction index is measured to the model. Also we this study suggest qualitative improvements of information-providing service required for change to user-centric information-providing service through measuring user satisfaction index of ITFIND system and schemes to improve information quality

• 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.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.34 no.1
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• pp.80-89
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• 2011

In service science, it is critical to measure service satisfaction for innovating service processes, which is challenging for service sectors oriented to the usage of IT systems. For that purpose, in this study, a model based on the technology acceptance model and satisfaction measurement model is proposed. The model is empirically tested using data sets from a public service sector (G2B) and a private service sector (internet banking). The purpose of this study is to identify factors which affect the service satisfaction. The result shows that a public service sector is less sensitive to the IT systems on which its services are operated, and that the attitude factor strongly affects the service satisfaction in both sectors.

• Journal of the Korean Society of Costume
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• v.50 no.5
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• pp.91-102
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• 2000

The purposes of this study are to determine dimension of apparel expectations. performances and service quality of home shopping and thereby, to analyze effect of apparel commodities dimension (expectations, performances, disconfirmation and satisfaction) and service dimension (service quality and satisfaction) on repurchase intention. The subject were 351 women in the age of twenty to sixty years old who live in Seoul and the suburban of Seoul. The results of this study can be summarized as follows : 1. It was found that home shopping consumers' expectation and performance with apparel commodities were classified 3 factors. On the other hand, the dimensions of service quality were found to have such 3 factors as convenience reliability, personal factor, and apparel one. 2. More frequent users of home shopping scored more on average than less frequent users in terms of service quality, service satisfaction and intention of repurchase. On the other hand, the cable TV users scored more on average than catalogue users In terms of service quality and intention of repurchase. 3. It was found that consumers' intention of repurchase of home shopping were affected by such variables as discofirmation and satisfaction with apparel commodities, service quality and service satisfaction. While less frequent users were affected by disconfirmation and service quality, more frequent users were affected by such variables as apparel commodities satisfaction, service quality and service satisfaction. Meanwhile, both cable TV and catalogue users were found to be affected by service quality and service satisfaction.

• The Journal of Information Systems
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• v.19 no.3
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• pp.237-261
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• 2010

IT service is increasing becoming a critical resource firms have to utilize effectively and efficiently. As the importance of IT service increases, the knowledge sharing between IT service people and users becomes more and more important. In this study, the IT service quality is posited as a critical independent construct that influences knowledge sharing attitude of users which in turn change the knowledge sharing intention. Service satisfaction is placed as a mediator between the quality and attitude to compare direct and indirect effect in the model. Results show that (1) IT service quality influences the knowledge sharing attitude of users directly, and indirectly through service satisfaction, (2) at the same time, however, the direct path from quality to attitude is found to be stronger than the indirect path through satisfaction, and (3) interestingly, satisfaction seems to have no direct effect on intention, but only through the attitude change as can be inferred from the theory of reasoned action. Outcome of this study implies the importance of IT service quality in improving the knowledge sharing activities between users and developers, and interestingly the aim of quality would not be targeted on satisfaction but on attitudinal changes.

• Journal of Korean society of Dental Hygiene
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• v.7 no.1
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• pp.15-30
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• 2007

The main objective of this study is to investigate the improvement of the quality of dental health based on the dental service satisfaction factors of the old dental prosthesis patients of more than 60 years of age who use the dental institutes including dental hospital, clinic, and public health center and to identify the interest in the dental prosthesis as changing paint. Across the country through a questionnaire survey of a question and answer type conducted by the trained dental hygienists or dentist's. Major results of the empirical analysis are as follows. 1. looking at variation of the variables of socio-demographic features of the respondents, the group of female, age distribution of 60-65, average monthly income of 0.5-1 million Won, and schooling background of college showed significant difference. And the prosthesis treatment in terms of the purpose of isiting a dental institute, and the dental clinic in terms of the type of visiting dental institute showed a remarkably significant difference. 2. looking at variation of variables of the general features of the respondents, a prosthesis satisfaction service in terms of age showed significant difference: a prosthesis satisfaction service, dental staffs' service and dental facilities' service in terms of average monthly income showed significant difference: the entire conditions except for the dental facilities' service in terms of schooling and general features showed significant difference: and in terms of the purpose of visiting dental institute, it showed no significant difference. In terms of a visiting dental institute, the prosthesis satisfaction service, dental facilities, overall level of satisfaction, result of treatment, word of mouth and revisit showed significant difference. 3. looking at variation of the variables of post-installation prosthesis satisfaction of the respondents, the prosthesis satisfaction service, dentist's dental service, staffs' service, dental facilities' service and revisit in terms of the prosthesis type: and the prosthesis satisfaction service, word of mouth, revisit and overall level of satisfaction from the perspective of serious concern showed significant difference. The prosthesis satisfaction service and dentist's service in terms of the solving the economic burden: and the entire variables in terms of dissatisfaction elements showed a similar level of significant difference 4. in regard to the satisfaction of dental service and the change of the recognition of prosthesis patients, it was revealed that the level of dental prosthesis satisfaction of the respondents was closely related to the dentist's service, staffs' service, and dental facilities' service. Finally, looking at the influence of the dental service on the treatment result, satisfaction, word of mouth, revisit and the overall satisfaction level, it was revealed that they had a great impact on the prosthesis satisfaction service.

• Korean Journal of Organic Agriculture
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• v.26 no.4
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• pp.559-570
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• 2018

The objective of this study is to investigate the satisfaction and the perception of school food service using environmental-friendly agricultural product of elementary, middle and high school students and parents. We surveyed related to satisfaction of school food service, perception of environmental-friendly agricultural product and perception of school food service using environmental-friendly agricultural product. As a result, the majority of students and parents want to expand the school food service using environmental-friendly agricultural product. Also It was analyzed that the use of environmental-friendly agricultural products would increase school food service satisfaction. In other words, the using environmental-friendly products in school food service experience positive effects thorough school food service, it will give a positive effect on the satisfaction of school food service. As a results of this study contribute to making policy about expansion school food service.

• Journal of Information Technology Services
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• v.13 no.1
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• pp.1-21
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• 2014

In IT service quality research, the relationship between the service quality and clients' satisfaction was the focus of many studies while in relationship quality research, the influence of trust and conflict on relationship commitment seems to be the focus. In this study, these two research streams are integrated and a theoretical research model is proposed consisting of IT service quality, satisfaction, trust and relationship commitment with conflict as a moderator for the overall psychological mechanism. As satisfaction represents emotional response while trust cognitive response, this research model integrated both emotional and cognitive aspects of relationship maintenance in the IT service context. Analysis of data collected from 262 employees of global IT service firm revealed the differential effects of reliability, responsiveness, assurance and empathy on satisfaction and trust. Also, depending upon the level of conflict, the effects of reliability and assurance were found to be moderated. Further analysis revealed more profound mechanism at work relating emotional and cognitive aspects in the psychology of relationship maintenance in IT service context. Practical implications are further discussed in the conclusion.