• Asia Marketing Journal
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• v.4 no.4
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• pp.51-74
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• 2002

본 연구는 교육시장 환경의 변화로 경쟁적 상황에 처한 대학의 운영방향을 제시하기 위해서 주로 일반 서비스산업에서 서비스 품질 측정에 적용되어 오던 SERVPERF를 기초로 교육 서비스 품질을 확장하여 측정하였다. 또한 대학교육서비스 마케팅모형 구축의 결정요인을 교육서비스 품질, 학생만족, 재입학의도 및 구전효과 등으로 보고 이들 간의 구조적 인과관계를 통합적으로 분석 검토함으로써 대학에게 급변하는 교육환경에 능동적으로 대응하고 경쟁력 있는 양질의 교육 서비스를 제공할 수 있는 대학교육서비스 마케팅 모형을 검증하려는데 그 목적을 두었다. 분석결과 SERVPERF에 기초한 기본모형에 결과 질이 추가된 26개 항목의 교육 서비스 품질 항목확장모형이 우수성이 입증되어 본 연구에서 제시된 SERVPERF의 확장 척도가 일반 서비스 산업 뿐만 아니라 교육 서비스 품질의 측정에도 사용이 가능하다는 것을 입증하였으며 더불어 결과의 질의 중요성을 확인하였다. 또한 전반적 교육 서비스 품질이 학생만족 및 재입학의도와 구전효과 간의 인과관계를 통합적으로 분석한 결과, 전반적 교육서비스 품질은 현대 마케팅의 지향점인 학생만족의 선행변수로서 학생만족, 재입학의도, 구전효과에 직접적인 영향력을 미치고 학생만족은 재입학의도 및 긍정적인 구전효과에 직접적인 영향을 미치며, 재입학의도 또한 구전효과에 긍정적인 영향을 미친다는 인과관계를 확인 할 수 있었다.

• Journal of Korean Society for Quality Management
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• v.31 no.1
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• pp.42-61
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• 2003

The objective of this study is to analyze the impact of service quality on the customer satisfaction, the re-purchase intention and the word of mouth in the Korean insurance industry. In this study, the methodology for measuring the degree of service quality which has been adopted in the service quality research area was used. Data for this study were gathered from 1332 consumer life insurance and 689 consumer non-life insurance companies using internet survey method. The result of this study is summarized as follows: the determinants of service quality in the Korean life insurance industry are empathy, responsiveness and reliability, and the determinants of service quality in the Korean non-life insurance industry are empathy, and responsiveness, and the re-purchase intention and the word of mouth are affected by the customer satisfaction. As a result of the study, strategic implications will be suggested.

• Journal of the Korean Data and Information Science Society
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• v.19 no.3
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• pp.801-809
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• 2008

Nowadays almost all universities are endeavoring to improve the quality of education offered. The quality of education that is provided should be measured beforehand. This study examined three methods, SERVQUAL, SERVPERF and Lee and Yun(2004)'s method of measuring service quality: SERVQUAL, SERVPERF are well known and the most commonly used measurement of the quality of education offered and the Lee and Yun(2004)'s method measures service quality using fuzzy numbers. As a result of this research, SERVQUAL was proven to be the most efficient method to measure the quality of education offered. Even though, more actual analysis related to this study should be followed, the research is meaningful in a way that it provided clues and reasons for the study.

• Korean Management Science Review
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• v.17 no.3
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• pp.131-145
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• 2000

With the explosion of internet users, there are many enterprises and organizations that regard the internet as the great marketing superhighway. Although fascination and speculation surrounds the impact of the cyber shopping mall on consumer shopping behavior, there is little empirical evidence underlying all this speculation. This article reports on the critical issues that consumers found salient as they browsed through cyber shopping malls. We gathered consumers’reactions via open-ended survey. We relate the reactions to the factors of tangibility, assurance, responsibility, empathy, and reliability which we had identified from the existing literature on service quality. Two additional questionnaires were administered to translate these factors to the cyber shopping mall context and to explore their relative salience. We also evaluated SERVQUAL and SERVPERF as service quality measures for cyber shopping malls. The results show that SERVPERF seems more promising than SERVQUAL. The results also suggest that cyber shopping mall merchants need to think more about how they perform on the issues known to affect customers’decision making for purchasing. We offer advice for enhancing the design of cyber shopping mall.

• Proceedings of the CALSEC Conference
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• 2005.03a
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• pp.201-206
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• 2005

Our goal is aimed at positive-analyzing how quality level of mobile banking service is composed of by 22 questions from SERVQUAL of existing PZB. As a result of positive-analysis, 4 different factors-reliability, empathy, tangibilities, assurance- were deduced, different with 5 levels. Responsiveness is absorbed other dimensions. Also, we tried to find out the appropriate method between SERVQUAL method, showing the difference between the consumers' expectations and the assessment of the actual performance, and model of SERVPERF, measuring performance recognized points while dealing with the concept of SERVQUAL to scale the service qualities of mobile banking.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.145-155
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• 2012

The purpose of this study is to suggest the direction of improving service quality in the defense logistics support. For this, this study compares and analyzes the perceived service quality between customer(using unit) and defense logistics support unit by using SERVPERF model. Supply, military meals, and maintenance are carrying out the mission as core function of defense logistics support and also encounter with customer. In this empirical analysis, the service quality is composed of four factors, and there are significant difference in perception level of service quality between them. Also, the relationship between factors of service quality and revisit intention shows significant difference statistically, and the customer orientation and responsiveness are key affecting factors on revisit intention.

• Journal of Korean Society for Quality Management
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• v.35 no.1
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• pp.61-72
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• 2007

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty. A Structural Equation Model is used to test the hypothesis of conceptual model. To test the model, we collect data by conducting a survey with 508 patients. Empirical result indicates that three factors such as tangibles, assurance, and empathy have direct impact on service value and customer satisfaction. Especially, customer loyalty is positively related not with service value but with customer satisfaction.

• Asia Marketing Journal
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• v.1 no.2
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• pp.77-99
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• 1999

본 연구의 첫 번째 목적은 Service Quality를 측정하는데 있어서 기대와 성과 측정치를 차감하는 차감식(difference score)에 의한 방법(SERVQUAL), 지각된 성과만으로 개념화/조작화 하는 방법(SERVPERF), 차이를 한 번에 직접 측정하는 방법(non-difference score) 중 어느 방법이 가장 타당한지를 조사하는 것이다. 본 연구의 두 번째 목적은 서비스품질뿐만 아니라 서비스가치 construct가 만족과 구매의도에 대한 선행변수로서 갖는 이론적 가치를 조사하는 것이다. 전국의 특 1급, 특 2급, 1급 호텔 148개의 투숙객을 대상으로 설문조사가 이루어졌다. 연구결과 SERVQUAL이나 SERVPERF에 의한 방법보다는 비차이척도를 이용하는 방법이 보다 높은 설명력을 갖는 것으로 나타났다. 또한 만족과 구매의도에 미치는 영향력에 있어서 서비스품질 뿐만 아니라 서비스가치 또한 유의적인 영향력을 갖고 있는 것으로 나타났다. 끝으로 연구결과와 관련하여 추가적인 논의를 하였다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.12
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• pp.4787-4794
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• 2010

This study examined the effects of perceived service quality of dispatch companies on satisfaction and performance of user companies. The empirical investigation was conducted in human service sector. Service quality was classified into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected from 80 employees of user companies. Results indicated that responsiveness and assurance were positively related to satisfaction of user companies. Results also indicated that tangibles, reliability, responsiveness, and empathy were positively related to performance of user companies. This study had differential value that it applied the concept of SERVPERF into the labor market, and analyzed its effects on customers' satisfaction and performance. The results also have consequences for managers responsible of outsourced workers.

• Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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• v.6 no.5
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• pp.211-218
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• 2016

This study focuses on the evaluation on the satisfaction of school education system based on perception levels of students corresponding to school locations. Twenty eight variables concerning with school education system were selected based on literature review and six factors such as reliability, sympathy, student supporting system, teachers' ability, principal physical environments, secondary physical environments were extracted by factor analysis. Satisfaction evaluation was performed by SERVPERP model based on perception level, and differences among respondents as well as school locations were analyzed by t-test and ANOVA. The results said there is no difference on teachers' ability factors. Especially, perception levels of students in rural area were lower than those in urban area except teachers' ability and secondary physical environments factors. Most respondents dissatisfy the school education system and they have no intention to recommend their school facilities (hardware) as well as educational programs (software) to other students in different schools.