• 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.

• Journal of Radiation Protection and Research
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• v.37 no.4
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• pp.173-176
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• 2012

Quality Management is a recent phenomenon. This is applied to products or services, with an objective to deliver high quality, reliable, worthy, enduring, product or service. The process is considered to have four main components: quality planning, quality control, quality assurance and quality improvement. Focusing on quality control and quality assurance leads to achieving quality management or ensures that an organization or product is consistent. In this paper, the applicable international standard for learning services and for the organization for education and training (learning service provider) is discussed and also the procedure to implement the management system.

• Fashion & Textile Research Journal
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• v.14 no.3
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• pp.413-422
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• 2012

This study is to verify the influence of salesperson's nonverbal communication on consumer emotions, and service quality in fashion shopping. This study sample is limited to Busan and Kyungnam Province's fashion shopping consumers. The responders included 239. Data were analyzed by frequency, factor analysis, and AMOS. As the results, kinesics, proxemics, paralanguage, and physical appearance are a major influence on positive consumer emotions that influence service quality. Kinesics and proxemics are a major influence on negative consumer emotions; however, paralanguage, and physical appearance are not a major determinant to influence negative consumer emotions; in addition, there is a direct link between negative consumer emotions and service quality. Also, consumer emotions mediated the relationship between nonverbal communication and service quality. Therefore, fashion firms should train employee manners to ensure that nonverbal communication is important in service encounters.

• Journal of the Korea Safety Management & Science
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• v.9 no.6
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• pp.97-103
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• 2007

This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

• Culinary science and hospitality research
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• v.20 no.4
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• pp.86-99
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• 2014

The purpose of this study was to analyze the causative relationship of small business start-up education service quality with 'learner satisfaction' and 'willingness to start a business(start-up intension)'. This study was conducted to provide a basis for satisfying the desire of small business start-up entrepreneurs for high quality startup education service and seek the suggestions in terms of selection and concentration of the business start-up education program. The results of this study based on the outcomes derived from the empirical analysis can be summarized as follows: First, the quality of small business start-up education service was found to have a significant effect on the relationship with learner satisfaction. Next, the quality of small business start-up education service was found to have a significant effect on the relationship with start-up intension. Last, it was found that learner satisfaction had a significant effect on start-up intension.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.927-938
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• 2021

Small and Medium Enterprises (SMEs) is one of several activators that drives the economy of Indonesia because SMEs provide jobs, increase Gross Domestic Product (GDP), and assure the delivery of products and services. However, Indonesian SMEs are not very competitive in the industrial world, and one of the causes is the low quality of products that undermine customer satisfaction. There are several factors presumed as influencing customer satisfaction, which among others include product knowledge, service quality, and competitive advantage. The objective of this research is to reveal the contribution of product knowledge and service quality to customer satisfaction with competitive advantage as the mediation variable. This research used a quantitative approach. The causal relationship across variables was examined with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The sample of this research involved 140 respondents. Data was collected through a questionnaire and the items in the questionnaire were processed with a software called SmartPLS version 3.3.2. Results of this research indicate (1) product knowledge and service quality can increase competitive advantage and customer satisfaction in East Java SMEs; (2) competitive advantage can act as a mediator in the effect of service quality on customer satisfaction (3) product knowledge can increase customer satisfaction but the increase is not significant statistically.

• Journal of Service Research and Studies
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• v.8 no.1
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• pp.41-57
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• 2018

The purpose of this study is to analyze the relationship between academic achievement and job satisfaction in secondary NCS vocational education. The questionnaires were divided into 5 variables : NCS education understanding, quality of education service, necessity of vocational education, academic achievement, job satisfaction. We used SPSS WIN 18.0, to examine the importance, reliability, validity, and association analysis using questionnaires. The results showed that the quality of education service and the necessity of vocational education were influenced on academic achievement in independent variables. But understanding of NCS education was not adopted. In the parameters and dependent variables, academic achievement was found to affect job satisfaction. So if educational institutions are to pay attention to and improve the quality of vocational education service and the need for vocational education, academic achievement will increase. Academic achievement is expected to positively affect job satisfaction after employment.

• International Commerce and Information Review
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• v.6 no.1
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• pp.25-50
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• 2004

This study attempts to find out what kind of service quality is considered important by customers in using the Internet shopping mall and suggests the way to activate the customer relationship. The findings based on empirical analysis are shown here. First, empirical analysis of the contextual factors such as gender, education, and experience levels, shows that what customers perceive as most important in the product purchase is security in terms of the payment and personal information service. The second important service quality factor perceived by customers is responsiveness, particularly the rapidity and accuracy of response to their needs and wants. The customers also considered price, quality and diversity of the product as being important. Furthermore, there is no big difference among other service quality factors. Second, in the different gender context, there is no significant difference between the genders. However, the male group shows an even distribution of factors valued in the service quality, whereas female respondents placed stronger emphases on particular aspects of service, such as security, response, reliability and product quality. Third, in the context of different education level, the payment method between graduates and non-graduates has a significant difference. That is, the non-graduates prefer the credit card and saving through ATM, while the graduates use dual payment method using credit card and another payment method together. Therefore, the various payment methods should be considered according to the customer type, namely graduates or non-graduates. Fourth, in the context of different experience level, the result of the empirical analysis of the factors of the service quality shows no great difference between experienced and inexperienced customers. Both types of customer perceive security as the most important. To sum up, the service quality perceived by the customers of Internet shopping malls is empirically analyzed in different contexts such as gender, education, and experience. Then, the device for the customer relationship activation is suggested. It can be utilized as a guideline for the continuing diffusion of the Internet shopping mall, giving it a competitive advantage against other companies.

• The Korean Journal of Applied Statistics
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• v.18 no.2
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• pp.487-497
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• 2005

The instruction assessment, which can be a tool to realize a class of high quality, evaluates instruction system and process. The result data of the instruction assessment is analysed and used to reorganize lecture contents or to improve teaching method. It enhances qualitative level of university education. The goal of the instruction assessment is to be a tool that provides high qualitative education to raise students' satisfaction. It is important to improve education service quality through instruction assessment as a useful tool for measuring service quality. The suggestion of valid tool for improving instruction service quality is described in this paper.

• Nutrition Research and Practice
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• v.17 no.2
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• pp.356-370
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• 2023

BACKGROUND/OBJECTIVES: School food service has played an important role in promoting the health and physical condition of students by providing students with a balanced and nutritious diet. Therefore, boosting the quality of school food service and improving the students' satisfaction is critical. For this purpose, this study examined the structural causal relationship among the quality of school food service factors, emotional responses, and satisfaction in China. SUBJECTS/METHODS: This study was conducted with 4th-6th-grade students from 6 junior high schools in Henan province of China, with 590 questionnaire responses (87.3%) collected and statistically analyzed. RESULTS: The school food service quality factors (including menu management, dietary education, facilities management, price and food distribution management, and personal hygiene during meals) must be enhanced to boost the students' satisfaction. In addition, the study used questionnaire survey data to validate the full mediation of students' emotional responses between school food service quality factors and student satisfaction. CONCLUSIONS: Students' emotions also play an important role in influencing the quality of school food service, all of which affect the emotional responses of students. Therefore, students' positive emotions are an important indicator for improving the quality of school food service. A national support policy is necessary for the ongoing maintenance and development of various programs that drive students' satisfaction and promote the adoption of education guidelines for school food service in China.