• Journal of Distribution Science
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• v.20 no.12
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• pp.43-57
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• 2022

Purpose: This study discusses the phenomenon of the uncertain sustainability of SMEs in developing countries. SMEs face various challenges in the dynamics of a competitive environment, which threaten their growth and sustainability. This study aims to address a research gap between company's internal resources, in the form of absorptive capacity, and its business performance. By using product quality as a mediator, which has never been studied before, this research presents a novelty to answer the existing research gap using the Resource Based Theory (RBT) perspective. Research design, data and methodology: Using quantitative method, data are collected from 164 respondents, who are owners or managers of furniture manufacturing SMEs in Gerbangkertosusila Area, East Java, Indonesia. The data are analyzed using Partial Least Square (PLS) - Structural Equation Modeling (SEM). Results: The findings show that absorptive capacity has a direct and significant effect on business performance and indirectly through product quality. Conclusion: Furniture manufacturing SMEs are advised to focus on developing absorptive capacity reflected in good product quality, in order to improve their business performance. This is especially important to survive the crisis caused by the Covid-19 pandemic. Thus, the results of this study contribute to the development of RBT, and there are several suggestions for further research.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.499-512
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• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• Journal of Korean Society for Quality Management
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• v.28 no.2
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• pp.89-102
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• 2000

Many organizations have developed their own traditional quality information systems. But, they think of it as one of the functional information systems not as a company-wide decision support information systems. A study on traditional quality information systems(QIS) has been conducted and a new conceptual framework of quality information system is proposed in this paper. In order to support enterprise wide total quality management aggressively, a new conceptual framework, named quality management support information system(QMSIS) is developed and proposed. This framework is based upon Malcolm Baldrige National Quality Award(MBNQA) model integrates management information system approach and traditional quality information system concept. In this model, organizational performance and process performance can be monitored to support managers , decision making about organizational quality management activities.

• Journal of the Korean Dietetic Association
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• v.2 no.1
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• pp.81-91
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• 1996

Customer satisfaction concerning foodservice quality characteristics were evaluated by using importance performance analysis(IPA) techniques in employee feeding operations. The purpose of this study were to survey employees' health condition and their food habits, to examine employees' perception of the importance and performance concerning foodservice quality charactertics and to analyze attributes for quality improvement in employee feeding operations. A questionaire for survey was developed and mailed to 1,700 employees and the response rate was 60.8%. Statistical data analysis was done using the SAS programs for descriptive analysis, $x^2$-test, F-test and Fisher's LSD. The results of this study were as follows 1. Most of employees responded that their health condition were generally good. 2. 17.8% of surveyed employees responded that they usually skipped their breakfast. 3. Main reasons of using employee feeding facilities identified were convenience and cheap price of meals. 4. Dissatisfied quality attributes identified were taste of food, atmosphere and location d dinning room, and the quality of food served for breakfast and dinner, 5. Satisfied quality attributes identified were nutritionally balanced meal with variety, competitive managerial skills of dietetian, and quality of food served for lunch.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.21-34
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• 2021

Purpose: This study examines the structural relationship between perceived quality, relationship quality, and revisit intention in the context of coffee shop. In this model, perceived quality consists of product, service, and experience quality, and relationship quality consists of satisfaction, trust, and commitment, and performance consists of revisit intention. More specially, this study identifies whether perceived quality plays a mediating role in the relationship between perceived quality and relationship quality and the direct/indirect effects of perceive quality on intention to revisit. Research design, data and methodology: The survey was conducted from September 1 to 30, 2019. The data were collected from 320 respondents and analyzed using structural equation modeling (SEM) with AMOS program. Results: The findings are as follows. First, quality perception of coffee specialty stores had a statistically positive effect on relationship quality, indicating supports H1. Therefore, customers can know that they are aware of the quality of coffee specialty stores, including quality of service and experience as well as products, and that they form relationship quality with coffee specialty stores. Second, relationship quality between coffee shops and customers had a significant positive effect on performance. Thus, H2 was supported. The results show that if the coffee shop does not consider relationship quality as important, customer loyalty decreases, the number of customers decreases, and the number of customers who switch to another coffee shop increases, which can lead to a threat to the coffee shop. Third, in the case of hypothesis H3, it was found that there was a partial mediating effect of satisfaction and trust between quality perception and reuse intention of coffee specialty stores, so hypothesis H3 was partially supported. As commitment appears to have no mediating effect, it can be said that customers who use coffee shops are not only difficult to maintain as regular customers of a particular coffee shop, but also have ample room to move to other coffee shops. Conclusions: Although many scholars point out the importance of service quality, few studies were conducted in the context of the Korean food service industry (including coffee shops). From this perspective, this study tested several hypotheses that the quality (product, service, experience) perceived by customers can have a positive effect on relationship quality and performance (re-visit intention), either directly or indirectly. The findings of this study demonstrate that if the manager of a coffee shop understands the characteristics of quality perceived by customers and the role of relationship quality, the effect of quality perceptions on customers can be maximized in order to maintain the relationship with customers.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.717-725
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• 2016

The purpose of this research is to find the effect of the user's satisfaction according to the quality factor of the National Tax Service tax information system on the business performance of the tax officials. In this research, the quality factor of tax information system was divided into information quality, system quality, and service quality and the importance of the user's satisfaction and business performance was suggested. As the result of analysis, the suggested model showed acceptable data suitability and all of the suggested 4 hypotheses had an statistically meaningful effect. Accordingly, it could be identified that the quality factor of the tax information system had a positive effect on user's satisfaction when the tax officials conduct taxation business and that the tax officials with high satisfaction in using the tax information system showed greater business performance.

• Journal of the Korean Society of Food Culture
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• v.24 no.5
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• pp.506-517
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• 2009

This study was conducted to investigate the effects of 6 Sigma on menu management, work commitment and quality in the culinary division of hotels and family restaurants. In addition, this study sought to identify the effects of menu management, work commitment and quality performance on customer satisfaction. Furthermore the relationship between menu management and culinary quality was evaluated here. The subjects evaluated in this study were employees of culinary division of hotels and family restaurants that implemented or were about to adopt the 6 Sigma program. A total of 385 questionnaires were analyzed using factor analysis, a reliability test, and covariance structural analysis. The results revealed that the 6 Sigma program influenced menu management, work commitment and culinary quality. Moreover, menu management, work commitment and culinary quality performance were found to impact customer satisfaction and culinary quality performance. Based on these findings, culinary divisions of hotels and family restaurants should incorporate the 6 Sigma program as soon as possible. To implement this program, faultless data for the 6 Sigma program should be collected using sufficient preparation procedures. After the data were collected, a task force team should be developed, experts should be cultivated and employees should be trained as necessary. Finally, the current level of product and services should be measured and reported to all employees in the culinary division and a challenge spirit should be brought with understanding for the reason for implementation of the 6 Sigma program. In implementing the 6 Sigma program, the leadership of the top manager and the head of the culinary division is very important.

• Korean journal of food and cookery science
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• v.30 no.2
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• pp.228-238
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• 2014

This study identified the importance and performance perceptions of funeral foodservice service quality toward funeral foodservice employees, chief mourners/the bereaved and funeral visitors. Data were collected using self-administered questionnaires from 102 funeral foodservice employees, 71 chief mourners/the bereaved and 293 funeral visitors. According to the result of the survey, 'hygienic food production process' was recognized as the most important attribute while 'neat appearance of food' had the least performance. By comparing the importance of service quality attributes between three subject groups, it can be identified funeral foodservice employees had the highest recognition while funeral visitors had the lowest (p<0.001). Furthermore, funeral foodservice employees had a significantly high performance level compared to chief mourners/the bereaved in all 19 service quality attributes (p<0.001). The IPA result toward funeral foodservice employees indicated the following attributes that required improvements: 'reasonable menu price' and 'kindness of helpers'. Another IPA result from chief mourners/the bereaved recognized 'reasonable menu price' as a service priority. Overall, implications for funeral foodservice managers regarding service quality improvement are discussed.

• Health Policy and Management
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• v.11 no.4
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• pp.38-53
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• 2001

The price of the hospitals' services is regulated by the governmental health insurance reimbursement schedule in Korea. On the other hand, the emphasis on the quality of care of hospitals service is ever increasing. Under the environment, hospitals have to understand the effects of the activities to improve quality of care on efficiency and on financial performance so that they develop a management strategy that allows quality of care, operational efficiency, and financial achievement simultaneously. This study investigates the relationship among the concepts. The sample for the study includes 23 hospitals that have more than 300 beds. The concept of quality of care is measured by the score reported by the Hospital Standardization Survey (HSS) instituted by Korean Hospital Association. Efficiency is measured by the ratio of number of employee to the number of patients served. Financial performance is measured by the financial ratios indicating the profitability of a hospital. An analysis is performed using the multiple regression. The results show significant positive relationships between the HSS score and efficiency indicators, md between the HSS score and profit measures. However, the significant positive relationship between the HSS score and profit measures disappeared when efficiency indicators were introduced to the model. This study concludes that the structural quality of a hospital has a positive effect on efficiency of the hospital and that the structural qualify indirectly affects the financial performance of a hospital through the improvement of efficiency. Based on the findings, the implications on hospital management and health policy are discussed.

• Journal of Korean Society of Rural Planning
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• v.25 no.2
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• pp.23-33
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• 2019

The study aims to measure the quality of consulting services for village-building projects in rural areas. To this end, the government wanted to analyze the impact of the quality of service on residents' satisfaction and business performance in villages that are receiving consulting services. As a result of the empirical analysis of the case areas, the five-dimensional tangibles, reliability, assurance and empathy of the quality of consulting services in rural villages had a defining influence on the residents' satisfaction. And the residents' satisfaction of consulting services had a defining influence on the business performance of the village with tangibles, reliability, and assurances. The main implications presented on the basis of these results were analyzed that it was necessary to universalize the assessment of service quality, to strengthen the burden of the village on the cost of consulting services, and to induce participation through a sufficient understanding of the villagers' business.