• Title/Summary/Keyword: Perceived Competition

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Perceived Service Quality among Outpatients Visiting Hospitals and Clinics and Their Willingness to Re-utilize the Same Medical Institutions

  • Jung, Min-Soo;Lee, Keon-Hyung;Choi, Man-Kyu
    • Journal of Preventive Medicine and Public Health
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    • v.42 no.3
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    • pp.151-159
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    • 2009
  • Objectives : This study was to determine how the perception and the satisfaction of outpatients who utilized clinics and hospitals are structurally related with their willingness to utilize the same institution in the future. Methods : Three hundred and ten responses (via convenient sampling) were collected from 5 hospitals and 20 clinics located in Seoul listed in the "Korea National Hospital Directory 2005". Service quality was utilized as the satisfaction measurement tool. For analysis, we used a structural equation modeling method. Results : The determining factors for general satisfaction with medical services are as follows: medical staff, reasonability of payment, comfort and accessibility. Such results may involve increased competition in the medical market and increased demands for quality medical services, which drive the patients to visit hospitals on their own on the basis of changed determining factors for satisfaction. Conclusions : The structural equation model showed that the satisfaction of outpatients with the quality of medical services is influenced by a few sub-dimensional satisfaction factors. Among these sub-dimensional satisfaction factors, the satisfaction with medical staff and payment were determined to exert a significant effect on overall satisfaction with the quality of medical services. The structural relationship in which overall satisfaction perceived by patients significantly influences their willingness to use the same institution in the future was also verified.

Use and Work Scope of Oral Health Assistance Personnel as Perceived by Dentists (일부 치과의사의 구강보건보조인력 활용과 업무에 관한 조사)

  • Park, So-Young;Won, Young-Soon;Kim, Jeong-Suk
    • The Korean Journal of Health Service Management
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    • v.6 no.4
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    • pp.1-12
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    • 2012
  • The objective of this study was to identify the current status of use and respective work scopes of dental hygienists and nursing assistants as perceived by dentists, thereby obtaining a model for how to efficiently use oral health assistance personnel. This study was based on a self-reported survey administered to a total of 126 dentists. The following findings were observed. Where competition among neighborhood clinics was relatively high, nursing assistants tended to be used as a resource to assist dental hygienists, whereas where it was relatively low, they were more likely to be considered to work as full substitutes for regular dental hygienists. Looking at the scopes of practice, dental hygienists were allowed to deal with matters of preventive care, oral health education, and health insurance claims. On the other hand, nursing assistants were allowed to be in charge of taking X-ray pictures from the outside and inside of mouth and keeping medical devices clean and safe. This study is expected to contribute to establishing more reasonable oral heath personnel structure design decisions.

The Effects of Perceived Quality Factors on the Customer Loyalty: Focused on the Analysis of Difference between PB and NB (지각된 품질요인이 고객충성도에 미치는 영향: PB와 NB간의 차이분석)

  • Ye, Jong-Suk;Jun, So-Yon
    • Journal of Distribution Research
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    • v.15 no.2
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    • pp.1-34
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    • 2010
  • Introduction As consumers' purchase behavior change into a rational and practical direction, the discount store industry came to have keen competition along with rapid external growth. Therefore as a solution, distribution businesses are concentrating on developing PB(Private Brand) which can realize differentiation and profitability at the same time. And as improvement in customer loyalty beyond customer satisfaction is effective in surviving in an environment with keen competition, PB is being used as a strategic tool to improve customer loyalty. To improve loyalty among PB users, it is necessary to develop PB by examining properties of a customer group, first of all, quality level perceived by consumers should be met to obtain customer satisfaction and customer trust and consequently induce customer loyalty. To provide results of systematic analysis on relations between antecedents influenced perceived quality and variables affecting customer loyalty, this study proposed a research model based on causal relations verified in prior researches and set 16 hypotheses about relations among 9 theoretical variables. Data was collected from 400 adult customers residing in Seoul and the Metropolitan area and using large scale discount stores, among them, 375 copies were analyzed using SPSS 15.0 and Amos 7.0. The findings of the present study followed as; We ascertained that the higher company reputation, brand reputation, product experience and brand familiarity, the higher perceived quality. The study also examined the higher perceived quality, the higher customer satisfaction, customer trust and customer loyalty. The findings showed that the higher customer satisfaction and customer trust, the higher customer loyalty. As for moderating effects between PB and NB in terms of influences of perceived quality factors on perceived quality, we can ascertain that PB was higher than NB in the influences of company reputation on perceived quality while NB was higher than PB in the influences of brand reputation and brand familiarity on perceived quality. These results of empirical analysis will be useful for those concerned to do marketing activities based on a clearer understanding of antecedents and consecutive factors influenced perceived quality. At last, discussions about academical and managerial implications in these results, we suggested the limitations of this study and the future research directions. Research Model and Hypotheses Test After analyzing if antecedent variables having influence on perceived quality shows any difference between PB and NB in terms of their influences on them, the relation between variables that have influence on customer loyalty was determined as Figure 1. We established 16 hypotheses to test and hypotheses are as follows; H1-1: Perceived price has a positive effect on perceived quality. H1-2: It is expected that PB and NB would have different influence in terms of perceived price on perceived quality. H2-1: Company reputation has a positive effect on perceived quality. H2-2: It is expected that PB and NB would have different influence in terms of company reputation on perceived quality. H3-1: Brand reputation has a positive effect on perceived quality. H3-2: It is expected that PB and NB would have different influence in terms of brand reputation on perceived quality. H4-1: Product experience has a positive effect on perceived quality. H4-2: It is expected that PB and NB would have different influence in terms of product experience on perceived quality. H5-1: Brand familiarity has a positive effect on perceived quality. H5-2: It is expected that PB and NB would have different influence in terms of brand familiarity on perceived quality. H6: Perceived quality has a positive effect on customer satisfaction. H7: Perceived quality has a positive effect on customer trust. H8: Perceived quality has a positive effect on customer loyalty. H9: Customer satisfaction has a positive effect on customer trust. H10: Customer satisfaction has a positive effect on customer loyalty. H11: Customer trust has a positive effect on customer loyalty. Results from analyzing main effects of research model is shown as

    , and moderating effects is shown as
    . Results This study is designed with 16 research hypotheses, Results from analyzing their main effects show that 9 of 11 hypotheses were supported and other 2 hypotheses were rejected. On the other hand, results from analyzing their moderating effects show that 3 of 5 hypotheses were supported and other 2 hypotheses were rejected. H1-1: (SPC: Standardized Path Coefficient)=-0.04, t-value=-1.04, p>. 05). H1-2: (${\Delta}\chi^2$=1.10, df=1, p> 0.05). H1-1 and H1-2 are rejected, so it is prove that perceived price is not a significant decision variable having influence on perceived quality and there is no significant variable between PB and NB in terms of influence of perceived price on perceived quality. H2-1: (SPC=0.31, t-value=3.74, p<. 001). H2-2: (${\Delta}\chi^2$=3.93, df=1, p< 0.05). H2-1 and H2-2 are supported, so it is proved that company reputation is a significant decision variable having influence on perceived quality and, in terms of influence of company reputation on perceived quality, PB has relatively stronger influence than NB. H3-1: (SPC=0.26, t-value=5.30, p< .001). H3-2: (${\Delta}\chi^2$=16.81, df=1, p< 0.01). H3-1 and H3-2 are supported, so it is proved that brand reputation is a significant decision variable having influence on perceived quality and, in terms of influence of brand reputation on perceived quality, NB has relatively stronger influence than PB. H4-1: (SPC=0.31, t-value=2.65, p< .05). H4-2: (${\Delta}\chi^2$=1.26, df=1, p> 0.05). H4-1 is supported, but H4-2 is rejected, Therefore, it is proved that product experience is a significant decision variable having influence on perceived quality and, on the other hand, there is no significant different between PB and NB in terms of influence of product experience on product quality. H5-1: (SPC=0.24, t-value=3.00, p<. 05). H5-2: (${\Delta}\chi^2$=5.10, df=1, p< 0.05). H5-1 and H5-2 are supported, so it is proved that brand familiarity is a significant decision variable having influence on perceived quality and, in terms of influence of brand familiarity on perceived quality, NB has relatively stronger influence than PB. H6: (SPC=0.91, t-value=19.06, p< .001). H6 is supported, so a fact that customer satisfaction increases as perceived quality increases is proved. H7: (SPC=0.81, t-value=7.44, p<. 001). H7 is supported, so a fact that customer trust increases as perceived quality increases is proved. H8: (SPC=0.57, t-value=7.87, p< .001). H8 is supported, so a fact that customer loyalty increases as perceived quality increases is proved. H9: (SPC=0.08, t-value=0.76, p> .05). H9 is rejected, so it is proved influence of customer satisfaction on customer trust is not significant. H10: (SPC=0.21, t-value=4.34, p< .001). H10 is supported, so a fact that customer loyalty increases as customer satisfaction increases is proved. H11: (SPC=0.40, t-value=5.68, p< .001). H11 is supported, so a fact that customer loyalty increases as customer trust increases is proved. Implications Although most of existing studies have used function, price, brand, design, service, brand name, store name as antecedent variables for perceived quality, this study used different antecedent variables in order to analyze and distinguish purchase group PB and NB through preliminary research. Therefore, this study may be used as preliminary data for a empirical study that is designed to be helpful for practical jobs. Also, this study is made to be easily applied to any practical job because SEM(Structural Equation Modeling), most strongly explaining the relation between observed variable and latent variable, is used for this study. This study suggests a new strategic point that, in order to increase customer loyalty, customer's perceived quality level should satisfied for inducing customer satisfaction, customer trust, and customer loyalty. Therefore, after finding an effective differentiating factors in perceived quality in order to increase customer loyalty through increasing perceived quality, this factor was made to be applied to PB and NB. Because perceived quality factors which is recognized as being important by consumers is different between PB and NB, this study suggests how to efficiently establish marketing strategy by enhancing a factor. Companies have mostly focused on profitability in terms of analyzing customer loyalty, but this study included positive WOM(word of mouth). Hence, this study suggests that it would be helpful for establishing customer loyalty when consumers have cognitive satisfaction and emotional satisfaction together. Limitations This study used variables perceived price, company reputation, brand reputation, product experience, brand familiarity in order to determine whether each constituent factor has different influence on perceived quality between purchase group PB and NB. These characteristic variables are made up on the basis of the preliminary research, but it is expected that more precise research result would be obtained if additional various variables are included in study. This study selected a practical product that is non-durable, low-priced and bestselling product in a discount store through the preliminary research because it can be easily estimated by consumers. Therefore. generalization of study would be more easily obtained if more various product characteristics is included. Regarding a sample used in this study, it was only based on consumers who purchase products in a large-scale discount store located in Seoul and in the capital area. Accordingly, this sample has some geographical limitation, If a study is expanded by including more areas, more representative research results may be produced. Because this study is only designed to analyze consumers who purchase a product in a large-scale discount store, some difference may be found according to characteristics of each business type. In other words, there is certainly some application limitation, so research result from this study may not be applied to other business types. Future research may have fruitful results if it adjusts a variable to each business type.

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  • The Influence of Competition Uncertainty on Dancing High School Students' Impacts on Dancing Immersion and Achievement (무용전공고등학생의 경쟁불안이 무용몰입 및 무용성취에 미치는 영향)

    • Jung, Yu-Jin;Min, Yun-Mi
      • Journal of Digital Convergence
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      • v.18 no.9
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      • pp.441-451
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      • 2020
    • The study was conducted with the aim of identifying the impact of competition anxiety on dance immersion and performance in high school students majoring in dance. As of 2020, online surveys were conducted on students majoring in dance at high schools in Seoul and the metropolitan area. A total of 222 people's data were processed by applying t-test, one-way variable analysis, correlation and multiple regression analysis through SPS 18.0 for Windows, resulting in the following conclusions. First, male students were more confident in their condition than female students, and students who recognized that their family's economic power was in the middle class were more aware. In addition, it was found that the group perceived that economic power was at the top of the list was higher than the median. Second, cognitive anxiety and self-confidence have been shown to have a static effect on immersion into dance. Third, cognitive anxiety and self-confidence have been shown to have a static effect on the achievement of uselessness. Fourth, immersion in dance appeared to be a powerful parameter related to competition anxiety and achievement of dance. To sum up the above conclusions, competition among high school students majoring in dance has been shown to increase their performance by immersing themselves in dance, but further studies of these psychological variables are expected to have side effects.

    USN's Efforts to Rebuild its Combat Power in an Era of Great Power Competition (강대국 간의 경쟁시대와 미 해군의 증강 노력)

    • Jung, Ho-Sub
      • Strategy21
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      • s.44
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      • pp.5-27
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      • 2018
    • The purpose of this paper is to look at USN's efforts to rebuild its combat power in the face of a reemergence of great powers competition, and to propose some recommendations for the ROKN. In addition to the plan to augment its fleet towards a 355-ships capacity, the USN is pursuing to improve exponentially combat lethality(quality) of its existing fleet by means of innovative science and technology. In other words, the USN is putting its utmost efforts to improve readiness of current forces, to modernize maintenance facilities such as naval shipyards, and simultaneously to invest in innovative weapons system R&D for the future. After all, the USN seems to pursue innovations in advanced military Science & Technology as the best way to ensure continued supremacy in the coming strategic competition between great powers. However, it is to be seen whether the USN can smoothly continue these efforts to rebuild combat strength vis-a-vis its new competition peers, namely China and Russian navy, due to the stringent fiscal constraints, originating, among others, from the 2011 Budget Control Act effective yet. Then, it seems to be China's unilateral and assertive behaviors to expand its maritime jurisdiction in the South China Sea that drives the USN's rebuild-up efforts of the future. Now, some changes began to be perceived in the basic framework of the hitherto regional maritime security, in the name of declining sea control of the USN as well as withering maritime order based on international law and norms. However, the ROK-US alliance system is the most excellent security mechanism upon which the ROK, as a trading power, depends for its survival and prosperity. In addition, as denuclearization of North Korea seems to take significant time and efforts to accomplish in the years to come, nuclear umbrella and extended deterrence by the US is still noting but indispensible for the security of the ROK. In this connection, the naval cooperation between ROKN and USN should be seen and strengthened as the most important deterrents to North Korean nuclear and missile threats, as well as to potential maritime provocation by neighboring countries. Based on these observations, this paper argues that the ROK Navy should try to expand its own deterrent capability by pursuing selective technological innovation in order to prevent this country's destiny from being dictated by other powers. In doing so, however, it may be too risky for the ROK to pursue the emerging, disruptive innovative technologies such as rail gun, hypersonic weapon... etc., due to enormous budget, time, and very thin chance of success. This paper recommends, therefore, to carefully select and extensively invest on the most cost-effective technological innovations, suitable in the operational environments of the ROK. In particular, this paper stresses the following six areas as most potential naval innovations for the ROK Navy: long range precision strike; air and missile defense at sea; ASW with various unmanned maritime system (UMS) such as USV, UUV based on advanced hydraulic acoustic sensor (Sonar) technology; network; digitalization for the use of AI and big data; and nuclear-powered attack submarines as a strategic deterrent.

    Market Strategy for Low Cost Carrier of Selection Attributes (저비용항공사 선택 속성에 관한 시장전략)

    • Kim, Ji-Soo;Park, Hye-Yoon;Park, So-Yeon
      • Journal of Distribution Science
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      • v.16 no.3
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      • pp.69-77
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      • 2018
    • Purpose - As more low cost carriers are introduced, the competition between the low cost carriers to become the nation's leading low cost carrier is also being intensified. The purpose of this study is to select various choice attributes for low cost carrier and figure out important factors that customers take into account for low cost carrier selection. The study also involves in establishing the relationship between perceived value, customer satisfaction, and customer behavior Intention, in an effort to identify choice attributes that are important to customers' low cost carrier. Research design, data, and methodology - To examine these research models, samples were collected from 247 peoples who visited In-Cheon international Airport during June, 2017. Results - The results of the study showed that, 'reservation service', 'airport service', 'in-flight service', and 'price' services have a significant effect on the perceived value of the choice attributes. While 'reservation service', 'airport service', 'in-flight service', and 'flight operation service' have a significant effect on the customer satisfaction of the choice attributes, perceived value has a significant effect on customer satisfaction. Perceived value has a significant effect on customer behavior intention. Finally, customer satisfaction has a significant effect on customer behavior intention. Conclusions - Flight operation service has no significant effect on perceived value of the choice attributes of low cost carriers, which indicates that the low cost carriers have not yet been well-established in the flight operation service sector. It seems likely that low cost carrier will be able to gain a competitive advantage over other companies if they expand their routes and improve the convenience of flight connections. In addition, the results show that the price service does not have a significant effect on customer satisfaction of the choice attributes of low cost carriers. From this, we may assume that the airline ticket prices of low cost carriers are already low, and the price cannot be a deciding factor in the competitive advantage of low cost carriers. To achieve higher customer satisfaction of the choice attributes, companies should strengthen the competitiveness of 'reservation service', 'airport service', 'in-flight service', and 'flight operation service'.

    Impact of Internal Marketing Factors on Technological Innovation and Perceived Service Quality in Telecommunications (내부마케팅 요인이 조직의 기술혁신과 지각된 서비스 품질에 미치는 영향)

    • Jung, Gap-Jin;Hwang, Hee-Joong;Song, In-Am
      • Journal of Distribution Science
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      • v.13 no.6
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      • pp.87-96
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      • 2015
    • Purpose - Several domestic telecommunication companies have made a considerable effort to continuously grow and survive, and they have strived to thrive in the midst of mature market competition. To overcome this challenging situation and to grow continuously, while still meeting customer needs that are becoming more diverse and complicated with the passage of time, extensive support for internal marketing is essential. Without such internal support, companies face serious limitations and market roadblocks. The communication industry is a high-level service industry and a basic communications industry characteristic is its significant dependence on the employees delivering the services. Therefore, entrepreneurs in the information/communications industry, as well as existing competitors, should look to satisfy external customers through critical investment in internal customers (employees). Therefore, it is important for research to examine how internal factors influence technology innovation and service quality, which are the key drivers for companies that are seeking leading market positions. Research design, data, and methodology - The purpose of this study is to analyze the relationship of technology innovation and perceived service quality with the internal marketing factors in the communication industry and to offer suitable and effective internal marketing suggestions. The independent variables of this study are internal communication, education and training, the support of the executives, reward systems, and empowerment. The dependent variables are technology innovation and perceived service quality. Utilizing these, this paper studies the influence of internal marketing factors on technology innovation and perceived service quality. Results - The study results revealed the following. First, the identified internal marketing factors have a positive effect on technology innovation. Among the five internal marketing factors, three had a significant effect on product innovation, empowerment, the support of executives, and education and training, in this order. Second, the internal marketing factors also had a positive effect on the process innovation of technology innovation. The marketing factors, the support of executives, empowerment, internal communication, and education and training, in this order, significantly affect process innovation. Third, technology innovation had a positive effect on perceived service quality. All of the five service quality factors, namely, tangibles, reliability, assurance, responsibility, and empathy, in this order, significantly affect product innovation. Additionally, tangibles, reliability, responsibility, empathy, and assurance, in this order, significantly affect process innovation. Fourth, product and process innovation significantly affect tangibles and reliability in technology innovation. To enhance tangibles and reliability, process innovation should first be enhanced. Fifth, product and process innovation significantly affect responsibility and empathy in technology innovation. To enhance the responsibility and empathy, process innovation should first be enhanced. Sixth, product and process innovation significantly affect assurance in technology innovation. To enhance the assurance, product innovation should first be enhanced. Conclusions - According to the results, a company's internal marketing factors have a positive and significant effect on technology innovation and, further, product and process innovation have a positive and significant effect on the perceived serviced quality.

    A Study on the influence of e-Service Quality of Internet Open-Market as Perceived Value, Customer Satisfaction and e-Loyalty (인터넷 오픈마켓의 e-서비스 품질이 지각된 가치, 고객만족 및 e-충성도에 마치는 영향에 관한 연구)

    • Kim, Bon-Su;Bae, Mu-Eun
      • Journal of Korea Society of Industrial Information Systems
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      • v.15 no.4
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      • pp.83-101
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      • 2010
    • Competition in Internet open-market has become fiercer as much for its growth possibility in differentiating from the general commercial market. For this reason, internet open-market entrepreneurs should make effective strategy in improving customers' e-loyalty to survive in the highly competitive internet open-market as in off-line market and to aim for growth through constant profit making. To satisfy with the goal, this study has been performed as the empirical research that confirms to the influence and relationship of e-service quality affected on the perceived value, customer satisfaction and e-loyalty. This is based on the result that e-service quality affected on e-loyalty for internet open-market. The research results are shown as follows; first, all factors including the perceived value and customer satisfaction, except possibility of system use, have the effect of e-service quality. Second, the perceived value between measurements affects significantly on customer satisfaction. And third, the perceive value and the customer satisfaction are a1so meaningfully influential to e-loyalty. The result presents important point that entrepreneurs in Internet open-market need to do their best to maintain in making profits for the future by improving the customers' e-loyalty and securing customers with high loyalty via continually revealing new influential factors on e-service quality, perceived value, and customer satisfaction.

    Determinants of Foreign Customer's Loyalty to Korean Medical Institutions (외국인의 국내의료기관에 대한 고객충성도 영향요인)

    • Kim, Min-Sook;Bang, Ho-Yeol
      • International Commerce and Information Review
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      • v.17 no.2
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      • pp.95-120
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      • 2015
    • Under the stiff competition in the health care industry, the long run survival of medical institution depends on building up customer loyalty. The purpose of this study is to figure out the influencing factors on customer loyalty. This new model is based on Bettman(1979)'s customer purchasing decision making process(awareness-interest-final decision). The key characteristics of this model reflects the psychological change of customer purchasing decision The influencing factor at each purchasing stage must need to be identified because the inner decision making process is generally carried out by multistage. In this respect, this study shows the brand awareness of hospital plays an important role at the first stage. In a second stage, the servciescape and service quality of hospital must be considered. Finally, customer's perceived value is adopted. By using a sample of 116 Chinese tourists, this study empirically examines the influencing factors of customer loyalty. The results that the brand awareness and perceived value have a positive effect on customer loyalty.

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    To Enhance Work Engagement of Informational Technology Workers: Effect of Commitment to the Growth of People, Perceived Organizational Support and Expectancy (IT 근로자의 직무열의 향상: 구성원 성장몰입 리더십, 조직지원인식, 기대의 효과)

    • Hahm, Sang-Woo
      • The Journal of the Institute of Internet, Broadcasting and Communication
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      • v.16 no.6
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      • pp.265-275
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      • 2016
    • IT industry has rapidly changed with unlimited competition. In this situation, this article is searching for methods to enhance work engagement(WE) which increases workers' and organizations' performance. Servant leadership(SL) involves organizational change, thus one dimension of SL named commitment to the growth of people(CGP) which focuses on people' development would play a decisive role in IT industry, since member's capacity makes a success of this field. Since CGP would influence on perceived organizational support(POS), workers would have positive attitude to work. Furthermore, expectancy has a critical role for CGP which is related to the future. In future oriented viewpoint, if a leader supported members' growth and they had positive expectancy for the future, they would have higher POS, then WE also will be increased. The purpose of this study is to explain the importance of CGV, expectancy and POS, since they enhance WE which is the key factor for success of IT organizations and members in today.


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