• 아태비즈니스연구
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• 제10권4호
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• pp.181-195
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• 2019

This study aims to investigate the influencing attributes on price fairness in the domain of fast food service context. As the research subject, this research selects McDonald's business because of its market share in the fast food market. Five attributes are examined to account for price fairness. The attributes are advertising attitude, employee service, waiting, convenience, and brand love. This study performed survey to collect the data. The survey participants are university students because they are essential market segment for fast food business. The number of observation is 299 for the data analysis. To analyze the data, this research used various statistical instruments (e.g., frequency analysis, mean and standard computation, exploratory factor analysis, reliability test, correlation matrix, and multiple regression analysis). Regarding the results, this research identified advertising attitude, employee service, and brand love are influential attributes to establish price fairness of university students. This research could inform the marketing director of food service business to understand university students target better.

• 한국식생활문화학회지
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• 제26권4호
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• pp.344-353
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• 2011

The objective of this study was to classify dining-out customers' behaviors at ski resorts based on their restaurant selection factors. Data were collected one-on-one via interview questionnaires of 178 customers at the ski resorts. The mean scores of important attributes (4.12) and satisfactory attributes (3.08) for the sport&leisure purpose group were analyzed. For the date&family trip purpose group, the important attributes (4.13) and satisfactory attributes (3.06) were evaluated, resulting in a significant difference between the two visiting-purpose groups by independent t-test (p<0.05). The recognized important attributes for the sport&leisure purpose group were food taste (4.54), hygiene (4.53), menu variety (4.22), menu price (4.15), and convenience (4.12), and the most recognizable satisfactory attributes were related to convenience (3.52), waiting time (3.95), and employee service (3.90). For the date&family trip purpose group, recognized important attributes were hygiene (4.83), food taste (4.67), menu price (4.40), convenient (4.33), menu variety (4.25), waiting time (4.21), and employee service (4.10), and marked satisfactory attributes were convenience (3.65), hygiene (3.31), atmosphere (3.25), employee service (3.23), waiting time (3.17), and food taste (3.00). These results suggest that restaurant selection attributes would be useful tools to restaurant managers in controlling the quality of foodservice and satisfying service requirements for dinning-out customers at ski resorts.

• 한국융합학회논문지
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• 제4권3호
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• pp.7-13
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• 2013

지금까지 서비스 제공자의 커뮤니케이션에 대한 연구는 활발히 진행되어왔다. 하지만 각 커뮤니케이션 요인 간의 밀접한 상호 영향 관계에 대한 좀 더 명확한 규명을 위해서는 구두적 커뮤니케이션과 함께 비구두적 커뮤니케이션에 대한 연구가 보다 활발하게 이루어져야 한다. 본 연구는 서비스 회복단계에서 서비스 제공자의 비구두적 요인(Nonverbal attributes)들이 고객평가에 어떻게 영향을 미치는지 살펴보고자 하였다. 연구 결과를 살펴보면, 첫째, 만족에 대한 분석 결과, 신체 언어가 높고 외모적 언어가 낮은 집단이 신체 언어가 낮고 외모적 언어가 높은 집단보다 더 만족에 영향을 미친다고 확인 되었다. 즉, 서비스 회복단계에서 접점 서비스 제공자의 신체 언어가 외모적 언어보다 만족에 영향을 미치는 것으로 나타났다. 둘째, 재이용 의도에 대한 분석 결과, 신체 언어가 낮고 외모적 언어가 높은 집단이 신체언어가 높고 외모적 언어가 낮은 집단보다 재이용 의도에 영향을 미친다고 확인 되었다. 즉, 서비스 회복단계에서 접점 서비스 제공자의 외모적 언어가 신체 언어보다 재이용 의도에 영향을 미치는 것으로 나타났다. 셋째, 추천 의도에 대한 분석 결과, 신체 언어가 높고 외모적 언어가 낮은 집단이 신체 언어가 낮고 외모적 언어가 높은 집단 간의 차이가 나지 않는 것으로 나타났다. 즉, 서비스 회복 단계에서 접점 서비스 제공자의 외모적 언어와 신체 언어는 추천 의도에 영향을 미치지 않는 것으로 나타났다. 이러한 연구결과를 바탕으로 서비스 제공자의 비구두적 요인의 중요성을 살펴보았다.

• 품질경영학회지
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• 제41권4호
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• pp.527-539
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• 2013

Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk-through audit, and a survey is conducted both to patients and service providers to assess a health-care service quality. Frequency analysis, statistical tests and customer-provider analysis are used to analyze surveyed data. Results: According to customer-provider analysis, 6 attributes belong to 'problem unawareness' zone in which they are rated high by service providers but low by patients, and another 6 attributes belong to 'problem awareness' zone in which they are rated low by both groups. These attributes are considered to be improved with priority. Conclusion: Both patient group and service provider group have lots of different perceptions on most attributes that are examined, and the hospital to be studied is, in general, competitive in technical quality and less competitive in functional quality.

• 한국의류학회지
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• 제24권3호
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• pp.323-334
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• 2000

The purpose of this study was to develop service quality dimensions for fashion retail stores and to identify significant service quality dimensions influencing customers satisfaction for each fashion retail store. 687 young adults completed written questionnaires consisting of items related to service quality. For analysis of data, confirmatory factor analysis, one-way ANOVA, scheffe test, and stepwise regression analysis were applied. The results were as follows: 1. The service quality dimensions of fashion retail stores were tangibles, reliability, responsiveness, assurance, empathy, fashionability and variety, price, convenience, merchandise quality and credit card usability. Among those 10 main dimensions of service quality were grouped as experience attributes and search attributes. 2. In examination of the highest valuable service quality dimension based on the types of stores, imported fashion stores were evaluated the highest in terms of all factors except price, tangibles and credit card usability. 3. To predict consumer satisfaction, service quality dimensions such as reliability, responsiveness, assurance, empathy, fashionability/variety, price, convenience, merchandise quality and credit card usability should be considered.

• 한국식생활문화학회지
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• 제23권2호
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• pp.152-162
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• 2008

The objectives of this study were to: a) examine foreign customers’ satisfaction and expectations for the food and service attributes of Korean restaurants located in the U.S., b) measure the gap between the satisfaction and expectations for food and service attributes, c) analyze through IPA analysis the crucial attributes needing improvement in order to minimize the discrepancy between customers’ expectations and performance, and d) analyze the effects of factors related to the food and service attributes on overall customer satisfaction in regard to Korean restaurant selection. A total of 255 American customers who had visited four Korean restaurants located within metropolitan and rural areas of the U.S. were surveyed for this study. Statistical analyses, including t-tests, factor analysis, and multiple regression, were performed using the SPSS statistical package (12.0). The American customers’ overall satisfaction of the food and services offered by the Korean restaurants was relatively high, with the exception of tangible service attributes such as comfortable chairs, restroom cleanliness, and restaurant interior. The urban foreign customers, however, were dissatisfied with the use of healthful ingredients in Korean food, because their expectation level toward this aspect exceeded their satisfaction level. In terms of Korean restaurant selection, tangible services related to the restaurant facilities were identified as the critical factor having an effect on American customer satisfaction.

• International Journal of Quality Innovation
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• 제10권2호
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• 한국IT서비스학회지
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• 제12권4호
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• pp.461-472
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• 2013

Today, In the Service Industry are more getting a lot of convergence of IT utilization. And global IT companies are strengthening that platform based Services Ecosystems. These business in the field, Ecosystem Competitive strategy is difficult to imitate. And this strategy is generated organic Business Model that a by Competitive-Predominance to brings. In addition, the added value of the Service Industry is taken, a new type of job creation by the ripple-effect is huge. However, existing the Ecosystem Theory of Business is a lack of research on the use. Thus, Ecosystem Construction conditions is very difficult. This study is try to successful Platform Case's Analysis such as Apple, Google, Amazon, eBay's. These Ecosystems is that want to know the Major attributes. At first, would be analyzing to previous research, the Service and Knowledge Services' major attributes and Ecosystem studies' major attributes to grasp. Then, from a Group of Experts is to assess the importance. Finally, according to each Platform, examined the Correlation of Major Attributes.

• 통상정보연구
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• 제18권4호
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• pp.55-78
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• 2016

uTradeHub 관련 선행연구들은 서비스 품질의 중요성을 일원론적 시각에서 파악했을 뿐 어떠한 서비스 품질속성을 우선적으로 향상시켜야 할지에 대한 연구는 부재한 상황이다. 본 연구에서는 Kano 모형에 의거 uTradeHub의 서비스 품질속성을 분류하고, Timko의 고객만족계수(CSC)와 평균만족계수(ASC)를 사용하여 uTradeHub 서비스 품질 제고를 위해 중점적으로 관리해야 하는 품질속성을 규명하였다. 설문조사를 통해 확보된 총105개의 유효자료를 실증분석에 사용하였으며, 연구결과를 요약하면 다음과 같다. 첫째, Kano모형에 의거 서비스 품질속성을 분류한 결과, 일원적 품질 12개, 당연적 품질 5개, 무관심 품질 2개가 도출되었다. 둘째, Timko의 고객만족계수(CSC)를 이용한 분석결과에서는 "고충 및 불만에 대한 사후처리"와 "비용절감", "업무처리의 효율성", "정확하고 유용한 정보 제공"이 만족계수(SC)의 상위에 랭크됨으로써 서비스 품질이 충족되면 고객만족이 특히 증가하는 품질속성으로 파악되었다. 반편 "고충 및 불만에 대한 사후관리", "상호작용", "문제발생시 즉각적 대응능력", "정확하고 유용한 정보제공", "업무처리의 효율성" 등은 불만족계수(DC)의 상위에 랭크됨으로써 서비스 품질이 충족되지 않으면 고객 불만이 특히 증가하는 품질속성으로 분석되었다. 셋째, 평균만족계수(ASC)에 의거 uTradeHub 서비스 품질 제고를 위해 중점 관리해야 하는 품질속성을 분석한 결과에서는 "고충 및 불만에 대한 사후관리", "비용절감", "정확하고 유용한 정보 제공", "업무처리의 효율성", "업무성과" 등이 상위 5위에 랭크됨으로써 지금보다 개선되면 만족도가 더 크게 증가하지만 악화되면 만족도가 훨씬 더 감소하는 품질속성으로 분류되었다.

• Journal of Information Technology Applications and Management
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• 제14권4호
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• pp.61-74
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• 2007

In this paper we consider the Digital Multimedia Broadcasting (DMB) Service that starts recently in Korea and gains popularity. DMB makes it possible to watch high quality TV programs while we are in motion. The service provider or the service researcher are interested in the factors that influence the user's choice of new service such as DMB. Understanding the factors make them create the powerful marketing strategies and develop the new service or product that is attractive for users. We therefore find the factors influencing the user's choice of DMB service, and propose a model for analyzing the relationship between the factors and the intention of buying. The model is based on the Technology Acceptance Model (TAM). We extend the TAM by adding factors including functional attributes of DMB service. We survey the significant functional attributes influencing the intention of buying by using the proposed model.