• Journal of Digital Convergence
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• v.9 no.5
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• pp.253-263
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• 2011

In this study of the domestic high school and middle school students to use the online education-website to measure the quality of service between SERVPERF model and the KS-SQI model fits which were analyzed further. Analysis using AMOS 7, SERVPERF for measuring quality of service reliability, responsiveness, assurance, empathy and tangibility, was a measurement model. KS-SQI for primary needs fulfillment, unexpected benefit were performance dimensions, reliability, individual empathy, positive assistance, accessibility and media tangibility, consist of process dimension was measured. In comparison of two models, the KS-SQI model on a path analysis showed better in terms of model fit indexes.

• Journal of the Korean Institute of Educational Facilities
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• v.20 no.3
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• pp.29-39
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• 2013

This study addresses the evaluation on the satisfaction of school illumination quality by applying SERVPERF model after extracting factors affecting school illumination quality. Three types of illumination systems (fluorescence light, general LED light and high color rendition LED light) were tested by students who have used each illumination system. Three factors such as effectiveness, esthetic sense and function were developed for evaluation. Satisfaction evaluation was performed based on applied SERVPERF model by comparing perceived levels. The differences of perceived levels of satisfaction on the illumination systems were analyzed by ANOVA. The results said respondents satisfy only the high color rendition LED light regardless of three factors. Especially, students who experienced high color rendition LED light have strong intention to recommend that illumination system to other schools. They also express their desire to use that system at home. Interestingly, there is not much satisfaction difference between fluorescence light and general LED light.

• 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 the Korean Institute of Navigation
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• v.23 no.3
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• pp.75-89
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• 1999

The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

• 한국노년학
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• v.37 no.2
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• pp.385-398
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• 2017

This study aims to identify the service quality perceived by Elderly Care Service users on the basis of 'SERVPERF model' targeting the service users, and verify the mediation effects of the choice which affects the relationship between information literacy and quality. For this, 208 elderly care comprehensive service users in Jeollabuk-do were analyzed as the targets using a structural equation. The results of this study are as follows. First, service users perceived the quality level to be very high. Second, user's information literacy has a significant effect on quality perception. Third, the effect of user 's information literacy on quality was partially mediated by choice. These results suggest that there is a need to provide enough information and opportunities for users to make choices in order to maintain a high quality of service.

• Journal of the Korea Safety Management & Science
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• v.13 no.2
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• pp.157-167
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• 2011

Currently, interest on physical distribution is increasing due to burden of oil cost increases as oil price rises day by day. As interest grows, there are number of studies have been conducting on saving the cost of distribution. On the other hand, number of study on service of distribution is insufficient. Actually, subject of service of physical distribution have been studied by number of survey organizations, research organizations and mass media. Although, configuration for each organization is different from each other and it is hard to measure objective satisfactory factor of customers. This means needs for constructing standardized measuring tool as well as research on measuring service quality of distribution is not active. Therefore, this research is to compare and analyze compatibility of service quality measuring using SERVQUAL and SERVPERF and trying to clarify differences affected by importance service quality by each level to actual service quality. Also, this research is to make basic and standardized measuring model to improve quality of physical distribution especially using analysis of service quality and customer satisfaction of pallet pool service which contributes rationalization of distribution and reduce the cost by standardizing specification and size of pallet, allowing sharing of pallet. To conduct this research, case study of a company A is used where it is in a pallet pool business. Using this example, the goal is to give help on pallet pool business a strategic exercise if the business by point out major factors that affect customer satisfaction by collecting customer assessment along with examination of SERVQUAL and SERVPERF in measuring service quality if pallet pool service.

• 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.

• The Journal of the Convergence on Culture Technology
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• v.9 no.2
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• pp.467-474
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• 2023

After the revision of the Software Promotion Act, small and medium-sized enterprises (SMEs) with little experience in e-government projects began to participate in public projects. Accordingly, the government introduced the public Project Management Office (PMO) in July 2013 to reduce the risks and secure the quality of informatization business, and the public PMO is still spreading. However, the public PMO service currently experiences sluggish business, such as low-priced orders, due to cut-throat competition, and thus needs improvement plans. In this research, we establish a research model for quality factors of public PMO services that can be considered for the improvement plans, measure and evaluate quality factors based on the model, and then analyze the impact of service quality on customer satisfaction and customer loyalty. For that, we measure quality factors using the SERVPERF model for those who have used public PMO services, establish a structural equation research model, and empirically analyze and evaluate the impact of quality factors. Lastly, we suggest improvement plans and implications for public PMO services.

• Journal of Korean Society for Quality Management
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• v.29 no.2
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• pp.1-16
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• 2001

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.

• Journal of Korea Port Economic Association
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• v.25 no.1
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• pp.223-248
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• 2009

The purpose of this empirical study is to examine and explore the relationships between three variables; shipping companies' service quality, customer satisfaction and customer loyalty. Special features of this study could be summarized as following. First, this is empirical study based on market research according to the definition of 'customer' as freight forwarders and actual exporter/importer together contrary to previous studies. Second, to evaluate shipping companies' service quality, 5 components of SERVPERF model was used. Third, to test correlations between 3 variables; service quality, customer satisfactions and customer loyalty, statistical analysis was used with tools of SPSSWIN ver 15.0 and AMOS ver 7.0. For effective study, many thesis have been obtained through literature survey. However, major results were compiled from directly structured questionnaire, which were collected from Korean import/ export companies and freight forwarders.