• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• Journal of Distribution Science
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• v.11 no.4
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• pp.37-49
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• 2013

Purpose - This research identifies the meaning of the core capability level of Car Master and the reason why its service at the Moment of Truth should be demonstrated through empirical cases. It can be seen that this study differs from existing research because it proposes that the recognized core capability level to achieve customer satisfaction should focus on the mediating effect of Moment of Truth quality. This paper examines the effect of Car Master's recognized core capability level on customer satisfaction by using the variables mentioned above. Moreover, this study uses regression analysis to verify that the mediating effect of Moment of Truth quality on Car Master's capability level achieves customer satisfaction. Research design, data, and methodology - First, we present evidence that could apply to Car Master's recognized core capability level by detailing the relationship between customer satisfaction and a structuring factor for Car Master's core capability level. Our proposed research model observes the relationship between the structuring factor of core capability and customer satisfaction. Second, we had an opportunity to define how the core capability and Moment of Truth quality affect customer satisfaction by performing empirical analysis on the partial mediating effect of Moment of Truth quality at a recognized core capability level and Moment of Truth quality affecting customer satisfaction. Results - First, the results indicate that Car Master's recognized core capability level (product professionalism, marketing skill, and reliability) positively affects customer satisfaction. Second, the results show that an ability to listen and a sense of dedication positively affect customer satisfaction, and are among the Moment of Truth quality factors; but performance capability, which is one of the Moment of Truth quality factors, does not positively affect customer satisfaction. These results clearly differ from prior studies focused on Moment of Truth quality and consumer satisfaction. Third, the results show that Moment of Truth quality has a partial mediating effect in terms of the impact of Car Master's recognized core capability level in achieving consumer satisfaction. Conclusions - This research indicates that the company will be able to expand if they investigate and show an interest in more training and education for Car Master. The study verified that outstanding Car Masters show differentiated performance on customer satisfaction at the Moment of Truth in various instances. Thus, we believe that this is the time for a discussion on systematic and empirically recognized core capability levels and the Moment of Truth quality. The study on Car Master's recognized core capability level offers suitable solutions for Car Masters to respond to customers at the Moment of Truth. Further, this study emphasizes the importance of service as a critical factor having a direct relationship with the company's success and failure and contributing to building trust with the customer. Thus, an investment in continuous education and training for Car Master will help the growth of the business.

• Journal of the Korean Home Economics Association
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• v.36 no.4
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• pp.163-178
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• 1998

This study is to identify the influence of dual-earner couples' job related variables on marital satisfaction and quality of life. For the data set 228 dual-earner couples living in Pusan, Korea were chosen. The data were analyzed using M, SD, t-test, one-way ANOVA, scheffe test, and path analysis. The findings of this study are as follows; First, the level of marital satisfaction and quality of life are higher for husbands than wives. Second, for husbands, the level of marital satisfaction were differed by husbands' housework participation, husbands' support, and job satisfaction. Whereas for wives, the level of marital satisfaction were differed by husbands' house work participation, husbnand's job stressorors, and wives' employment motivation. Third, for husbands, the level of quality of life were differed by husbands' housework participation, husbands' support, job satisfaction, and husbands' job stressors. Whereas for wives, the level of quality of life were differed by income, husbands' support, job satisfaction, working hours, husbands' job stressorors, and wives' employment motivation. Fourth, for husbands, marital satisfaction, job satisfaction, and working hours have significant direct effect on quality of life. Besides, husbands' job stressors, and husbands' and husbands' housework participation, and job satisfaction are indirectly associated with quality of life.

• Journal of the Korean Home Economics Association
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• v.37 no.6
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• pp.59-76
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• 1999

This study was to investigate casual relation of psychological well-being and quality of life of married couples. For the data set 434 married couples living in Pusan, Korea were chosen. The data were analyzed using M, SD, t-test, Pearson's correlation, multiple regression, and path analysis. The findings of this study are as follows; First, marital satisfaction and the level of quality of life are higher for husbands than wives. Whereas psychological distress is higher for wives than husbands. Second, for husbands, husband's level of education, job satisfaction, husband's housework participation, and job stress have significant effect on marital satisfaction. For wives, wife's level of education, husband's housework participation, and husband's job stress have significant effect on marital satisfaction. Third, for husbands, job satisfaction and job stress have significant effect on psychological distress. For wives, husband's job stress have significant effect on psychological distress. Fourth, for husbands, job stress, marital satisfaction and psychological distress have significant direct effect on quality of life. Besides, husband's age, husband's level of education, job satisfaction, job stress, husband's housework participation, and marital satisfaction are indirectly associated with quality of life. For wives, marital satisfaction and psychological distress have significant direct effect on quality of life. Besides, wife's level of education, husband's job stress, husband's housework participation, and marital satisfaction are indirectly associated with quality of life.

• The Korean Journal of Community Living Science
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• v.17 no.4
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• pp.3-14
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• 2006

The purpose of this study is to find out the repercussion of mothers' quality of object relation and hope on their children's emotional and behavioral disorder level and satisfaction level on counseling. Participants were 112 children between ages of 6 and 12, and the 112 mothers of those children. Questionnaires for mothers were used to assess their object relation level, hope level, and counseling satisfaction level. Questionnaires for children were used to assess their depression and aggression level. Results were as follows: First, mothers with lower object relations had children with higher depression and aggression levels. Second, children of the mothers who scored higher object relation levels scored higher on the satisfaction level on counseling. Third, among the mother's object relation level, hope level, and counseling satisfaction level, the object relation level appeared to have the strongest repercussion on the child's emotional and behavioral problems. The results of this study can be used as a base material to improve the effect of play therapy for the children who have emotional and behavioral problems, on helping the children and their mothers to have positive object relations.

• Journal of Korean Academy of Nursing
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• v.34 no.2
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• pp.261-269
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• 2004

Purpose: This study was to exam me the correlations among management of menopause, marital satisfaction, and quality of life in middle-aged women. Method: The sample was 158 middle-aged women who were 40-64 years. Data were collected from June 14 to July 10, 2003 using questionnaires and were analyzed by using the SPSS 10.0 PC+ program. Result: The level of marital satisfaction was related positively to the level of quality of life(r=.504, p<.01) and management of menopause(r=.3l5, p<.0l). In addition, there were significant correlations between the level of quality of life and management of menopause(r=.251, p<.01). In stepwise multiple regression analysis, 25.9% of the variance in quality of life was explained by marital satisfaction. Conclusion: Marital satisfaction and management of menopause serve to improve the quality of life of middle-aged women. It is necessary to develop an effective intervention program to improve marital satisfaction and management of menopause.

• Korean Journal of Organic Agriculture
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• v.18 no.3
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• pp.315-329
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• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.

• International Commerce and Information Review
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• v.10 no.3
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• pp.117-140
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• 2008

The purposes of the study are to measure the relative importance of independent variables, to analyze relation between user satisfaction and use, and to improve the level of user satisfaction in using e-Trade system(uTradeHub). The study develops the independent variables in three dimensions(i.e the quality of system, quality of information, and quality of service), estimates the level of satisfaction on a par with these variables, and analyzes the causal relation of these variables. The major findings of the study are as follows. First, there is a significant casual relationship between the quality of system and user satisfaction, thus the hypothesis is accepted. Second, there is a significant casual relationship between the quality of information and user satisfaction, thus the hypothesis is accepted. Third, there is a significant casual relationship between the quality of service and user satisfaction, thus the hypothesis is accepted. Final, there is a significant casual relationship between the user satisfaction and use, thus the hypothesis is accepted.

• Quality Improvement in Health Care
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• v.5 no.2
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• pp.312-323
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• 1998

Background : Evaluation of patient's satisfaction is one of the most important aspects of quality improvement. If the patient highly satisfies with the medical service provided in the hospital, he/she will be likely to visit the same hospital again. Patient's satisfaction of a particular hospital is directly correlated with hospital profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the patient's satisfaction. This study is to find the effect of hospital QI activities on the patent's satisfaction level. Methods: After questionnares were developed, survey of measuring satisfaction level was performed in August, 1998. On the basis of survey results, QI activities were carried out to attain the target point of 4.0 and subsequent survey was done in November, 1998. Results: With three main principles of "problem solving approach with kindness". "helping patient to participate in medical procedure with sufficient information", and "putting employees into practice of attitude with human respect", the average level of satisfaction was enhanced from 3.45 to 3.55 level. Also kindness level of employees was increased from 3.71 to 3.82. Level of dissatisfaction about insufficient explanation and unkind attitude was dropped from 69% to 48% and from 82% to 46% respectively. Conclusion: With the result of this study overall satisfaction level was enhanced. In order to keep these advantages a operation of Quality Improvement Task Force Team in each subject will be required.

• Journal of the Korean Society of Costume
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• v.63 no.3
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• pp.166-175
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• 2013

The attire of businesspersons has a significant impact on their social status and career. In accordance with the norms of the work place, the types of office attire are diversified. This research was conducted to determine the relationship between the work role of men and their attire, and how satisfaction with their work attire influences their job satisfaction. This study classifies work attire into three categories: uniform, suit, and freestyle. Data from 268 respondents were analyzed, and four work attire satisfaction factors were extracted: symbolic, quality, role function, and aesthetic factors. The group members wearing uniforms displayed a high level of satisfaction with regard to symbolism, role function, and quality; those wearing suits displayed a high level of satisfaction with regard to aesthetics; and those wearing freestyle displayed a high level of satisfaction with regard to role function and aesthetics. Overall, satisfaction with work attire was the highest in the freestyle group. For people wearing uniforms and suits, symbolism, quality, and aesthetics had a significant influence on overall satisfaction, whereas for those wearing freestyle, symbolism had a negative influence and quality had a positive influence on overall satisfaction. To conclude, work attire satisfaction had a greater effect on the job satisfaction of the men in uniforms and suits than on those wearing freestyle.