• The Journal of Asian Finance, Economics and Business
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• 제7권4호
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• pp.173-183
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• 2020

This study has four objectives: (1) Identifying factors that affect customer satisfaction on online service quality of Tiki.vn, (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms of gender, age, income, academic level, and occupation, and (4) Proposing some managerial implications to improve the quality of online services by interviewing directly and online 200 individual customers who have shopped at Tiki.vn E-commerce platform for at least the last six months, using the convenient sampling method. This study analyzes the reliability of the scale through the Cronbach's alpha coefficient, Exploratory factor analysis, and Linear regression analysis. The findings identified four factors that influence positively customer satisfaction regarding the quality of online services in Tiki.vn E-commerce platform in the order of descending strength: (1) Trust, (2) Customer service, (3) Web design and (4) Safety. In addition, the results show no difference in customer satisfaction according to different academic levels, but in terms of occupation and income, gender, and age. The results show that the factors influencing most customer satisfaction are Reliability and Customer Service. Some managerial implications are then proposed to improve the quality of online shopping services at Tiki.vn.

• 동아시아식생활학회지
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• 제16권6호
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• pp.753-762
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• 2006

The purpose of this research is to analyze the importance and satisfaction level with the service of Korean restaurants for Japanese and Chinese students in Korea. Self adminstered guestionnaires were collected from 204 Japanese and Chinese students in Korea. The data was statistically analysed using t-tests, one-way ANOVA, reliability test, factor analysis and regression test. The average values of importance-factor and satisfaction-factor were significantly different. Based on analyses of the 20 service level factors, satisfaction level was significantly lower than importance level. Satisfaction-factors such as quality of food, hygiene of restaurant and employees, service level, and atmospheres, significantly influenced the overall satisfaction level of Korean food and restaurants.

• 유통과학연구
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• 제19권2호
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• pp.37-44
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• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• 품질경영학회지
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• 제46권3호
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• pp.397-410
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• 2018

Purpose: A main aims to classify quality attributes for quality assurance activities of military supplies by company size, and to derive the necessity for business improvement by company size to improve customer satisfaction through customer satisfaction coeffiecient and PCSI Index. Methods: Through a survey of defense and general businesses located in Busan and South Gyeongsang Province, the quality of service elements are classified and the client satisfaction factor and PCSI is calculated for the quality assurance activities. Results: Determine the current level of customer satisfaction with the quality of the Defence quality assurance service and present operational factors that need improvement by size of the company. Conclusion: The attractive quality of service factors for quality assurance work were in common and different and the need for improvement was identified based on differences in PCSI Index by Company size.

• 한국유기농업학회지
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• 제26권3호
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• pp.327-349
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• 2018

The purpose of the study focuses on the agriculture education services in the changing rural areas conditions such as population decline, aging society, and returning farmers. The study reviews the effects of agricultural education services on returning farmers and local residents for satisfaction, intention for recommendation, and intention to continue participation. Further, the study aims to investigate any difference in the level of satisfaction for two groups. The results suggested that there is a meaningful difference between return-farmers and local residents. Among the demographic variables, age and income showed a notable difference. However, sex, level of education and type of household did not suggest noticeable differences. In addition, the study accessed agricultural education from a service perspective and analyzed its service quality and customer satisfaction, loyalty and relationship using a service profit chain model. Like the result of most other studies, the analysis showed that these had positive relationships. While the study focused on the efficiency of agriculture education training program in agriculture technology centers, the study carries a meaningful value in that it discovered a meaningful difference in the satisfaction level between returning farmers and locals despite the fact that agriculture education was applied as a part of service. In practical terms, the study pointed out the need for consumer-centered education that reflects the characteristics of the groups rather than standardized education.

• 대한한의학회지
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• 제35권4호
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• pp.65-73
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• 2014

Objectives: This study aimed to investigate the determinants of inpatients satisfaction and intent to revisit oriental medical hospitals. Methods: The independent variables of the study contain the level of satisfaction with doctors, nurses, staffs, medical fee, environment, facilities and hospital life. Each variable was measured by three to eight items about the level of satisfaction with various aspects of hospital ward life. The level of overall patient satisfaction was used as an intervening variable and the level of intent to revisit was used as a dependent variable. The sample used in this study consisted of 268 inpatients from 3 oriental medical hospitals located in Chungnam Province. Data were collected with a structured and self-administrated questionnaire and analysed using path analysis. Results: The major findings of the study were as follows : First, it was found that the 3 variables of hospital life satisfaction, ancillary staffs satisfaction, and metropolitan residents has significant positive effect on the level of overall patient satisfaction. Second, the overall satisfaction and the satisfactory level of facilities, medical fee, and quality of ward life were found to have significant effects on the level of intent to revisit of respondents. Conclusions: The results of the study indicate that oriental medical hospitals should make an effort to improve the overall satisfaction of inpatients, especially focusing on the facilities convenience, medical price, and hospital ward life which will lead to high level of intent to revisit of inpatients.

• 경영과정보연구
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• 제15권
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.

• 농촌계획
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• 제15권4호
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• pp.59-74
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• 2009

This study reviews and modifies general IS success models to find success factors of WIS(Web-based Information Systems) and to confirm the relationship between WIS success and user's satisfaction of web use. A WISSM(Web-based Information Success Model extended to include EQ(E-Quality) is developed to anticipate user's intention to use Web-based Agricultural Information System and fit into the survey data from 252 WIS users of RDA(Rural Development Administration). PLS is applied to estimate a structural model based on EQ-WISSM to test hypotheses including 1) users reach a high level of intention to use Web-based Information Systems when they feel a high level of interactivity among an 'E-Quality', 'Decision Making Support Satisfaction' and 'Task Support Satisfaction', and E-Quality boosts intention to use Web-based Information Systems. The results show high path coefficients and $R^2$ values and find followings; First, the EQ-WISSM explains the user's intention to use WAIS quite well. Second, E-Quality can be used well in web-based IS environment to predict IS Success. Finally, this research finds the importance of 'Task Support Satisfaction' as a mediator between 'Decision Making Support Satisfaction', 'E-Quality' and 'Intention to Use'.

• 지역사회간호학회지
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• 제21권3호
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• pp.282-291
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• 2010

Purpose: The purpose of this study was to analyze the relation between sex perception, sexual life satisfaction, and life satisfaction of the elderly. Methods: The respondents were 227 elders aged over 65. Data were collected from February 10 to December 15, 2007 by interviews and questionnaires. Results: Of the respondents, 18.8% still had sex life and 25.5% wanted to have a date. The main reason to have a date was to relieve loneliness, and the percentage of those who wanted a date was 58.3. The perception level of sex life was 2.27 (men: 2.51, women: 2.14), the satisfaction level of sex life was 2.74 (men: 2.89, women: 2.64), and the level of life satisfaction was 2.98 (men: 3.10, women: 2.92). There was a positive correlation between the perception level of sex life and the satisfaction level of sex life; a positive correlation between the satisfaction level of sex life and the level of life satisfaction; and no correlation between the perception level of sex life and the level of life satisfaction. Conclusion: This study provides a base supporting the usefulness of various nursing intervention programs to enhance the quality of life through making elderly people have a positive perception of sex life.

• 대한예방한의학회지
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• 제12권3호
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• pp.157-173
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• 2008

The purpose of this study was to determine factors influencing the health satisfaction of the elderly. The study was conducted with 1,294 subjects during 3 months from 1st February to 30, April, 2008. The results were as follows. 1. The average score of their health satisfaction level is $2.76{\pm}1.81$ points on the basis of 5 point(54.2 points on the basis of 100 points). The health satisfaction level of the elderly was significantly associated with age, sex, marital status, monthly allowance, education level, occupation, the number of family members living together, family closeness, stress, and use of the social welfare centers. 2. As the variables affecting on the health satisfaction level, sex, age, marital status, monthly income, accupation, education level, the number of family members living together. stress levels. family closeness, ADL IADL and the use of the social welfare centers. were found, and the influence of these variables was 49.34%. The government, social service units, private health & medical organizations and experts need to pay more attention to factors influencing effective policy and health education programs for health promotion regarding the quality of life.