• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.439-453
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• 2020

The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.16 no.8
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• pp.2720-2735
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• 2022

This study proposes an internet design framework for users to improve their positive emotions when they are in a negative mood. First, the literature review focuses on the definition of emotion, positive emotional design in internet experiences, and emotion regulation. Second, in order to construct an internet design framework that improves positive emotion, this paper adopts a qualitative analysis method to analyze 70 collected studies in the area of regulating emotion and stimulating positive emotions. Additionally, bibliometrics and statistics are conducted to summarize the framework and strategies. Third, two cases of internet design are presented: (a) Internet design that improves users' positive emotions is examined under the background of extreme rainstorm as an example; an applet service design is provided by case study; (b) in the context of COVID-19, we developed an Internet of things interactive design that improves users' positive emotions. Fourth, the internet design framework and the results of the case studies are analyzed and discussed. Finally, an internet design framework is proposed to improve users' positive emotions when they are in a negative mood, which includes the Detachment-empathy framework, External-protection framework, Ability-strengthen framework, Perspective-transformation framework, and Macro-cognitive framework. The framework can help designers to generate design ideas accurately and quickly when users are in a negative mood, to improve subjective well-being, and contribute to the development of internet experience design.

• Journal of the Korea Society of Computer and Information
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• v.12 no.5
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• pp.263-271
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• 2007

With the service industry booming across the world in the 21st century, Korea has been transformed from a manufacturing economy to a service-oriented one. Therefore, the role of service quality has become critical to the success of organizations. Based on the five dimensions (tangibles, reliability, responsiveness, assurance and empathy) of Parasuraman, Zeithaml and Berry(PZB)'s SERVQUAL model, this study is tried to investigate the relationship between the service qualify and customer satisfaction in the Fast-food service industry and analyse the impact of customer satisfaction on the customer's behavior after purchasing. Furthermore, a purpose of this study will help Fast-food industry to detect companies' improvement points(a reform measure) of service quality's factors that have an effect on customer satisfaction in Fast-food service industry.

• Journal of Korea Multimedia Society
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• v.25 no.8
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• pp.1141-1155
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• 2022

Multicultural education is not about learning about a specific ethnic group, but rather developing the ability to cross the border of one's own culture and have conversations with people of other cultures. I think the purpose is to promote empathy and consideration. This study emphasizes the importance of developing multi-dimensional educational programs for all members of society for multicultural social integration, and it is necessary to lead personal, social and civic action movements to create a fair society through media-based multicultural literacy education. said that In order to achieve harmony and integration in a multicultural society, it is the most important to acknowledge cultural diversity and to discard cultural prejudices and inequalities for symbiosis between the mainstream culture and the minority culture. In particular, the United States and Germany, which have successfully led multicultural social integration, are comprehensive in all areas, including interculturalism based on peaceful coexistence and respect, labor market issues, vocational education issues, housing and health issues, and communication issues through media literacy. He led a multicultural national integration system with approaches and methods. Therefore, our multicultural education policy should also pursue a new paradigm that presupposes a change in the public's awareness of a multicultural society.

• Journal of East-West Nursing Research
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• v.14 no.2
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• pp.60-66
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• 2008

Background: Communication training in nursing college students is an integral part of the development of their competency in dealing with patients. However, the traditional lecture style of training delivery may not be desirably effective. Purpose: This study investigated the effects of a communication training program utilizing a small group dynamic on the communication competency and human relationships in nursing college students. Methods: One hundred twenty six freshmen in a university in Seoul participated in this study. The instruments of communication competency (Primary Communication Inventory) and human relationships (Relationship Change Scale) were used at the beginning and conclusion of the training period. Eighty-three students from two nursing classes were assigned to the experimental groups and 43 students from other classes were assigned to the control groups. Each of the 11 small groups was composed of 7 or 8 students. The weekly program that ran during the 2007 fall semester from October 1st to December 11th consisted of effective communication strategies including therapeutic communication skills, Johari's window, empathy, active listening, and transactional analysis. Results: The experimental group of students reported significantly greater improvement in communication competencies, specific nonverbal competencies, and human relationships compared with the control group. Specifically, the experimental students demonstrated greater improvement in nonverbal communication competencies and satisfaction, communication, and awareness of human relationships. Conclusions: Small group based communication training can be an effective alternative method of communication education for college nursing students.

• Journal of Distribution Science
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• v.11 no.12
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• pp.39-49
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• 2013

Purpose - This study attempts to examine the underlying dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) for low-cost carriers. It subsequently seeks to determine the effect of the relationships of the dimensions of service quality, airline image, and behavioral intentions on airline services to provide adequate basic information and attributes for developing differentiated and competitive service marketing strategies. Research design, data, and methodology - The survey for this study was conducted on patrons with low-cost carrier boarding experiences in districts near universities and central businesses of Seoul and Busan from 5/10/2012 to 16/10/2012. Out of 346 questionnaires, 20 questionnaires with missing data and insincere answers were excluded for this study. Collected data were processed using SPSS 18.0, and the hypothesis was verified by analyzing the structural equation model with Lisrel 8.54. First, the frequency analysis was conducted to identify universal characteristics. Second, the exploratory factor analysis and reliability analysis were conducted to identify the accuracy of the variable measurements of the construct. Third, to assess uni-dimensionality and reliability, confirmatory factor analysis was conducted. Finally, to verify the adequacy of the research model and research hypothesis, the structural model was employed. Results - The results revealed that the factors, "tangibility, reliability, responsiveness, assurance, and empathy" were shown to be the most important dimensions of service quality for the airline image of the low-cost carrier which was consistent with previous studies. Therefore, it is fair to suggest that these verified factors are crucial attributes for the brand image of low-cost carriers. Second, as reliability and responsiveness were shown to be the most important factors for behavioral intentions, it is viable to suggest that these two attributes are crucial for the sales value of low-cost carriers. Further, it was found that the brand image of low-cost carriers was closely related to behavioral intentions. Therefore, in order to ensure the competitiveness and loyalty of patrons, the airline image value is a crucial attribute. Conclusions - The result of this study established that service quality is the most important attribute for marketing to ensure competitiveness, and intensive and differentiated service marketing play a crucial role in creating profits for low-cost carrier companies. First, as tangibility is found to be the most crucial factor in ensuring service quality, quality control and maintenance of medium and small carriers must be provided to ensure reliability, as they are the main attributes of low-cost carriers. Second, in order to promote positive behavioral intentions, it is essential to enhance the value of airline image. Third, in order to ensure competitiveness, it is imperative to carry out intensive and differentiated service marketing. Therefore, to promote the image of low-cost carriers and enhance behavioral intentions, the level of service quality must be secured by developing appropriate service improvement programs.

• Journal of Digital Convergence
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• v.15 no.10
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• pp.429-436
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• 2017

A design thinking-based collaborative workshop in which various stakeholders in the milk processing industry circulation ecosystem participated shows a new problem innovation paradigm that encourages the spread of practical prototyping culture. in the expression of empathy and collective intelligence among members on facing issues, the conversion of collaboration and communication methods, the business handling of the organization based on the design work method as 'creativity mechanism'. In this workshop, which was promoted in three stages of 'approach to problems', 're-definition of problems', and 'experience-based future vision design', participants themselves redefine real problems in terms of the accuracy of feed orders between feed suppliers and livestock farmers, ordering of feeds on time, cost reduction of feed supply and present new alternatives and expanded business areas. The results suggested in this workshop suggest the usefulness of design thinking in business innovation in that they presented how to approach the problem and a creative thinking system to find its solution to direct and indirect stakeholders of the industry as well as the improvement of supply and demand rate of livestock feed and quality.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.7
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• pp.410-416
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• 2017

The silver generation in our aging society will rapidly emergeas a new consumer group and the service industry used by silver customers will develop going forward. The beauty service sector is one of the most needed ones for the qualitative improvement of life for the silver generation. In this research, ananalysis was conducted on 244 persons of the silver generation living in Seoul, in order to examine the factors affecting the quality of the beauty service for the silver generation and their relationships with customer loyalty. For the statistical treatment of the empirical analysis, the SPSS 23.0 and AMOS 23.0 statistical programs were used. The results of the analysis showed that the service quality perceived by the silver customers who used the beauty service had significant effects on trust and flow, which are the relationship qualities, and that trust and flow had positive effects on customer loyalty. Also, it was found that, in the relationship between service quality and customer loyalty, trust had mediating effects on reliability, responsiveness, empathy, and assurance, and that flow had mediating effects on reliability, responsiveness, empathy, assurance, and tangibility. The results of this research are significant in that they present the basic data enabling the beauty industry to play an important role for the silver generation, under the present circumstances in which the beauty service industry has minimal educational programs exclusively available for the silver generation.

• Journal of Distribution Science
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• v.10 no.2
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• pp.43-52
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• 2012

As experiential education services are growing, the need for proper management is increasing. Considering that adequate measures are an essential factor for achieving success in managing something, it is important for managers to use a proper system of metrics to measure the performance of experiential education services. However, in spite of this need, little research has been done to develop a valid and reliable set of metrics for assessing the quality of experiential education services. The current study aims to develop a multi-item instrument for assessing the service quality of experiential education. The specific procedure is as follows. First, we generated a pool of possible metrics based on diverse literature on service quality. We elicited possiblemetric items not only from general service quality metrics such as SERVQUAL and SERVPERF but also from educational service quality metrics such as HEdPERF and PESPERF. Second, specialist teachers in the experiential education area screened the initial metrics to boost face validity. Third, we proceeded with multiple rounds of empirical validation of those metrics. Based on this processes, we refined the metrics to determine the final metrics to be used. Fourth, we examined predictive validity by checking the well-established positive relationship between each dimension of metrics and customer satisfaction. In sum, starting with the initial pool of scale items elicited from the previous literature and purifying them empirically through the surveying method, we developed a four-dimensional systemized scale to measure the superiority of experiential education and named it "Experiential Education PERFormance" (EEPERF). Our findings indicate that students (consumers) perceive the superiority of the experiential education (EE) service in the following four dimensions: EE-empathy, EE-reliability, EE-outcome, and EE-landscape. EE-empathy is a judgment in response to the question, "How empathetically does the experiential educational service provider interact with me?" Principal measures are "How well does the service provider understand my needs?," and "How well does the service provider listen to my voice?" Next, EE-reliability is a judgment in response to the question, "How reliably does the experiential educational service provider interact with me?" Major measures are "How reliable is the schedule here?," and "How credible is the service provider?" EE-outcome is a judgmentin response to the question, "What results could I get from this experiential educational service encounter?" Representative measures are "How good is the information that I will acquire form this service encounter?," and "How useful is this service encounter in helping me develop creativity?" Finally, EE-landscape is a judgment about the physical environment. Essential measures are "How convenient is the access to the service encounter?,"and "How well managed are the facilities?" We showed the reliability and validity of the system of metrics. All four dimensions influence customer satisfaction significantly. Practitioners may use the results in planning experiential educational service programs and evaluating each service encounter. The current study isexpected to act as a stepping-stone for future scale improvement. In this case, researchers may use the experience quality paradigm that has recently arisen.

• Journal of Korean Society of Transportation
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• v.32 no.1
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• pp.50-62
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• 2014

The number of traffic accidents has been decreased since 2000; however, the downward trend of crash occurrence has been slower after 2006. A few decades ago, physical improvement projects such as alignment improvement and the installation of safety facilities were usually implemented to decrease the occurrence of traffic accidents, but the effects of physical improvement on safety have been gradually decreased. The main objective of this study is to identify how the drivers' characteristics affect and/or are related to traffic accidents. Most of previous works have focused on revealing the difference of the nature of the drivers between the drivers who have no experience and the drivers with experience of traffic accidents. This study tries to analyze the habitual accidents proneness through a survey of drivers' personalities for drivers who were involved in traffic accidents at least once. As a result, nine personality factors were found to be statistically significant: Neuroticism(N), Lie(L), Psychoticism* Neuroticism(PN), Psychoticism*Lie(PL), Extraversion*Lie(EL), Neuroticism*Lie(NL), Impulsiveness(IMP), Venturesomeness(VEN), Empathy(EMP). Among these factors, single character factors were found to increase accidents, whereas complex factors were found to decrease the occurrence of accidents.