• 유통과학연구
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• 제13권1호
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• pp.93-103
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• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• 한국농공학회지
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• 제17권4호
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• pp.3943-3955
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• 1975

The purposes of this study are to evaluate the utilization characteristics of electrical power consumption, to grasp the present trends in the use of electrical equipments, to estimate the demand factor and load factor being held, and to evaluate the efficiency of electical uses for the recently electrified farms cultivating paddy rice. For the purposes, 109 sample farms located in eleven villiages electrified in six different years from 1968 to 1973, were chosen at random and investigated on 35 items concerning to electrical uses and wiring systems. The survey was carried out in 1975, in the vinicity of Suweon city. The results are summarized as follows: i) The average annual power consumption on sample farms is considered to be low, being 242.9 Kwh. in 1974, and varied according to the different electrified year and size of cultivated land, respectively. It has significant positive correlation to the area of farm, too. ii) Between the number of year of electrical uses and the power consumption, there is very significant positive correlation, which could be expressed as Y=43.041+16.108 X, where X represents the number of years of electrical uses. The annual increment of power consumption is much greater at the beginning of the electrification than that at the later years, its average being approximately 20 percent. However, it is recommended that any estimation of long-term increments should be carefully investigated. iii) The monthly power consumption varies considerably throughout a year, in which the heaviest farm load occurs in November. Observing the seasonal variation of consumption, the winter-time is the heaviest season while the summer is the lowest. The result implies house lighting is chief contribution to the present electrical consumption on the farms. Comparing the variation of monthly consumption ratios between the sample farms and industries, the electrical uses on the farms are independant of the industrial uses, and further, the agricultural uses are of inverse pattern to the farms from the results that there is negative correlationship between them, iv) The number of electrical equipments used on the farms are occupied chiefly by lighting sources. Next to the lighting sources, household appliances of small quantity and some motors are used. The mean electrical quantity is about 1, 127.4 watt, which corresponds to about 37.6 per cent to the contracted quantity. The composition of quantity is chiefly occupied by the electrical motor of about 1.5 hp., single-phased. The number of the annual utilization hours of each equipment is tabulated in Table IV-5. In contradiction to the high utilization of lighting sources and small household appliances, the motor is poorly used for approximately 22 hours in a year. v) More than 55 per cent of farms want to purchase new electrical equipments such as small household appliances and electrical motors in their number. The impulse of purchasing such items is stimulated by the contacts to the mass media and their knowledge on such equipments. Consequently, the increase of electrical uses could be prompted by such trials as education and demonstration. vi) The demand and load factors on the farms vary considerably according to the greater variation of the power consumption, daily or monthly. The daily demand factor is 22.4 per cent and load factor 18.6 per cent, while the annual demand factor is 1.3 per cent and load factor 70 per cent approximately. Therefore, the low efficiency of construction cost requires re-evaluation of the present contracted quantity of 3 Kw. or increase of electrical uses. vii) The electrical energy on the farms devoted chiefly to lighten the farm residences does not contribute to the farm incomes. Consequently, the cost of electrical consumption presses considerably upon the farm economy. Therefore, there is great need to build up the electrical uses on the farms through the development of new works and techinques to utilize any electrical equipments on the production of farm products. Further more, such the development should be related to increase the actual income of the farm consumers.

• 한국가금학회지
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• 제30권1호
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• pp.29-34
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• 2003

본 실험은 한국인들이 선호하는 갈색란을 생산하면서, 동시에 가금티푸스에 대하여는 저항성을 가지는 합성종 계통의 닭을 육성하고자 하는 시도의 일환으로 수행되었다. 즉 백색란 생산계통(W)과 갈색란 생산계통(B)을 교잡하여 가금티푸스 저항성을 보유하면서도 어느 정토 갈색을 띄는 계란을 생산하는 합성종에서 얻어진 계란에 대한 소비자 선호도를 조사하므로서, 합성종에서 얻어진 중간 갈색란의 시장성을 분석하고자 하였다. 백색란(White)은 SCWL 계통인 Hyline(H)에서 생산된 백색란(HW$\times$HB) 30개를 시료로 공시하였으며. 이들의 평균 난각색은 81.9였다. 그리고 갈색란(Brown)은 ISA(I)에서 생산된 갈색란(IW$\times$IB) 30개를 시료로 사용하였고, 이들의 평균 난각색은 36.4였다. 이 두 품종 이외에 Lohman(L)도 공시하여서, 백색란(W) 산란계 수컷(H,I,L)과 갈색란(B) 산란계 암컷(H, I, L)을 교배하여 (HW $\times$ HB), (IW $\times$ HB), (HW $\times$ IB), (IW $\times$ IB), (LW $\times$ LB)의 각 교배별로 생산된 계란 중 산란 최고기인 38~40주령에 난을 채집하여 각 교배구의 평균 난각색을 구한 후, 그 중 평균값이 70 (Trt-White, 백색에 가까운 계란), 60 (Middle, 백색과 갈색의 중간) 및 50 (Trt-Brown, 갈색에 가까운 계란)에 해당하는 계란 30개씩을 선정하여 사용하였다(Fig. 1). 대전지역에 거주하는 총 247명의 주부 및 학생을 대상으로 2회에 걸친 설문 조사를 하였다. 첫 번째 설문지는 설문자들에게 아무런 사전지식을 주지 않고 난각의 색으로만 기호도를 평가하도록 하였다. 두 번째 설문지는 설문자들에게 계란의 난각색이 영양면이나 조리ㆍ가공시 서로 차이가 없다는 사전지식을 제공한 후, 난각색과 가격을 동시에 고려한 선호도(구매의욕)를 조사하였다. 그 결과 난각색과 영양에 대한 교육을 하기전인 첫 번째 질문에서는 갈색란(Brown)을 가장 좋아하며, 난각색이 흰색에 가까운 시료(Trt-White)를 가장 싫어하는 것으로 나타났으며, 갈색란(Brown)과 난각색이 갈색에 가까운 시료(Trt-Brown)사이와 백색란(White)과 백색에 가까운 시료(Trt-White) 사이에는 통계적으로 유의차가 없었다. 난각색과 영양이 상관이 없다는 것을 교육한 후 실시한 두 번째 설문에서는 갈색에 가까운 계란(Tn-Brown)을 가장 좋아하여 1순위와 2순위가 바뀐 것 이외에는 첫 번째 질문의 결과와 같았다. 결론적으로 현재 우리나라에서는 갈색 정도의 차이 문제이지 갈색란을 좋아함을 알 수 있었고, 교육에 의해 조금씩은 고정 관념을 바꿀 수 있는 가능성을 확인할 수 있었다.

• 한국유통학회지:유통연구
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• 제15권3호
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• pp.71-110
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• 2010

본 연구에서는 항공권 예약 발권 웹사이트의 서비스 품질을 측정 뿐만 아니라 서비스 회복도 측정하고자 하였다. 또한 서비스 품질과 서비스 회복이 고객만족 및 충성의도에 미치는 영향관계를 실증하고자 하였다. 온라인 서비스 품질과 온라인 서비스 회복의 측정을 위해 Parasuraman, Zeithaml, & Malhotra(2005)가 개발한 E-S-QUAL과 E-RecS-QUAL을 사용했으며, 했다. E-S-QUAL은 온라인 서비스 품질을 측정하는 도구로써, 효율성, 시스템 이용가능성, 이행성, 프라이버시의 4개 차원 22개 항목으로 구성된다. E-RecS-QUAL은 온라인 서비스 회복을 측정하는 도구로써, 반응, 보상, 접촉의 3개 차원 11개 항목으로 구성된다. 실증분석을 위한 설문조사는 항공사나 여행사의 웹사이트를 통해 국내 외 항공권을 구입해 본 경험이 있는 소비자를 대상으로 실시하였는데, 총 400부가 회수되었고, 이 중 342부를 최종분석에 사용하였다. 실증분석을 위해 AMOS 7.0과 SPSS 15.0을 사용하였다. 먼저, SPSS 15.0을 사용하여, 요인점수를 이용한 회귀분석으로 가설검증을 한 결과, <가설 I-1, 2, 3, 4, II-1, 2, 3, III-1, IV-1>이 전부 채택되었다. 온라인 서비스 품질과 온라인 서비스 회복의 각 차원은 모두 전반적인 서비스 품질에 유의한 영향을 보였고, 전반적인 서비스 품질은 고객만족에 유의한 영향을 미쳤다. 마지막으로 고객만족 역시 충성의도에 유의한 영향을 미치는 것으로 확인되었다. 한편 AMOS 7.0을 사용하여 모형 분석을 하였는데, 모형의 적합도는 가설검증을 하기에 합당한 수치가 나왔다. 이를 토대로 가설검증을 한 결과, <가설 I-1, 3, II-1, 3, III-1, IV-1>은 채택되었고, <가설 I-2, 4, II-2>는 기각되었다. 이 결과는 Parasuraman et al.(2005)이 주장한 것처럼 E-S-QUAL을 나타내는 데는 요인점수를 이용한 회귀분석이 더 적합하다는 것을 보여주는 것이라고 판단된다. 이를 토대로 본 연구의 시사점을 정리하였다.