• Journal of the Korea Safety Management & Science
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• v.21 no.2
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• pp.15-23
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• 2019

Among service industries of knowledge based economic era, the roles of educational service field are becoming more important and standard of educational service makes a direct effect on economic development and social growth. Therefore, accurate measurement of service quality is the most important assignment and the measurement of the service quality remains difficult assignment. So, this researcher classified quality attributes applying weighted value and found potential satisfaction level(PSL) and potential customer demand improvement index(PCDI) for trainees participating in national manpower business so as to suggest measurement of service quality and easiness of use and then, calculated satisfaction position and opportunity cost by quality factor with Taguchi's loss fraction. And, improvable satisfaction level was measured, opportunity cost by degree of customer dissatisfaction was quantitatively measured, and a model that can indicate with economic factors was suggested. In addition, methodology of measuring quality cost that can be reduced by quality improvement and direction of strategic decision-making for deciding items to be improved preferentially were suggested with qualitative index that can indicate the degree of customers' dissatisfaction by loss.

• Asian Journal of Business Environment
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• v.5 no.4
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• pp.47-57
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• 2015

Purpose - The purpose of this study is to analyze franchise coffee shop service quality factors based on pilot research. In the proposed analysis, store atmosphere is added as one of the service quality factors. We aim to examine how franchise coffee shop service quality and store atmosphere influence customer satisfaction and loyalty. Research design, data, and methodology - Data was collected from 482 Korean coffee shop franchises and analyzed using frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis with the software program SPSS 19.0. Results - The results are as follows. First, taste is revealed to be the most influential factor among components that have an impact on service quality. Second, taste also turned out to have the most impact on service quality among components influencing customer loyalty. Last, customer satisfaction affected customer loyalty. Conclusions - This study's findings show that taste was the most influential factor on service quality. The conclusion here is that most of the coffee shop customers are very familiar with coffee taste and this is influencing their loyalty.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.2
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• pp.28-35
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• 2008

Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization's business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (i) developing service quality indices, (ii) measuring and evaluating service quality, (iii) analyzing the level of service quality, (iv) constructing the quality improvement road map, (v) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization's perspective. An illustration is also given.

• Journal of Korean Society for Quality Management
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• v.30 no.4
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• pp.26-43
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• 2002

This study was conducted to identify the differences in service quality between Incheon and Kimpo international airports and critical factors influencing satisfaction of their customers. According to the results of the study, all service quality factors of Incheon international airport except the service factor of geographical location were better than those of Kimpo international airport. However, all service quality factors of the two airports were evaluated inferior to those of American, western European and Japanese international airports. In addition the service quality factors such as response, safety, airport facility and geographical location were found as critical factors influencing satisfaction of the airport customers. The service quality factor of geographical location of Incheon international airport was measured much inferior comparing with other service quality factors. Thus, the results of this study suggest that the Korean government deliberate and benchmark the international airports of western Europe and the USA in determining the geographical location when planning new international airports.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.65-77
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• 2006

This study try to find the service quality factors of internet-based lecture and in-class lecture on the university level. The service quality factors of internet-based lecture are information quality and system quality factors which affect education service value, and customer satisfaction. This affects the service performance. The service quality factors of in-class lecture are tangibility, reliability, responsibility, assurance and empathy factors also affect education service value and customer satisfaction. This leads to service performance. This result will be helpful to enhance the service quality of university level lectures.

• IE interfaces
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• v.20 no.3
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• pp.333-338
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• 2007

As the logistics management becomes more important with the enormous amount of competition at every level of apparel retailing, the Korean apparel companies are expanding logistics outsourcing for providing to consumers better service. This paper studied about apparel logistics service quality, focusing on the transport part. The results of this study showed that the apparel companies evaluated highly their logistics outsourcing service quality that provided from the logistics companies. The logistics companies were providing high quality logistics service to the apparel companies with relatively advanced service infrastructures such as transportation management system and logistics network, as well as improved service abilities such as exact transport and relationship management. Also, it was identified that the satisfaction with apparel transport service quality gave positive influence on recontract intention toward the logistics companies.

• Korean Journal of Social Welfare
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• v.67 no.4
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• pp.51-77
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• 2015

This study attempts to examine the relationship between human resource management & financial resource management and service quality in social service organizations in Korea. This study utilizes '2012 Central Government Social Welfare Facilities Evaluation (CGSWFE)' data and employs multiple regression method to examine research model. The key findings of this study are as follows: (1) after controlling extraneous variables (organizational characteristics), among human resource management related variables, performance appraisal, fringe benefits, supervision, formal grievance procedure, the percentage of employees with certified professional license, and salary have statistically significant relationships with service quality in a positive direction; (2) among financial resource management related variables, the percentage of additional governmental funding beyond basic government subsidies, accounting management, and transparent use and management of donations have statistically significant relationships with service quality in a positive direction; and (3) human resource management related variables are stronger than financial resource management related variables in explaining service quality. The findings imply that more systematic human resource management and financial resource management would be very important in strengthening service quality in social service organizations. This study provides new knowledge foundation regarding the effect of human resource management and financial resource management on service quality in social service organizations.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.

• Journal of the Korea Safety Management & Science
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• v.11 no.1
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• pp.143-153
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• 2009

One of the important components of this administrative reform is customer satisfaction. Every public enterprises introduced the Service Charter and Korean government took Customer satisfaction as the key index of public sector performance assessment. Most public enterprises introduced customer satisfaction management in an attempt to improve the quality of customer service. The government granted high incentives to excellent business innovative enterprises and developed additional indices, which are related to CS. From now on, every Korean enterprises must embody feasible customer satisfaction management and improve the quality of customer service In this research, we proposed a quality evaluation standard model which is suitable for the public enterprise based on the Service Quality Criteria, and examined the model. A 7-Point Likert Scale was used based on the five categories within the Service Quality: responsiveness, convenience, tangibility, sympathy and reliability, we analysed the validity and causal relationship among the factors within the model.

• Journal of Korean Society for Quality Management
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• v.45 no.4
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• pp.811-828
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• 2017

Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.