• Title/Summary/Keyword: Service Factor Analysis

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A Strategy to Improve Service Quality Satisfaction in Super-Super-Market

  • Cho, Yong-Jun
    • Journal of the Korean Data and Information Science Society
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    • v.18 no.1
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    • pp.123-139
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    • 2007
  • Recently, Super-Super-Market(SSM) is facing more and more difficult situation due to the expansion of hypermarket and target marketing of specialized shop. In this situation, Customer Satisfaction Management(CSM) is emerging as a core business factor to make continuous growth without competitive exclusion. Especially, the first factor in CSM in distribution industry is a Service Quality Satisfaction. In this paper, with a selection of 3-markets as a sample for the research, I have tried to look for necessary Service Quality(SQ) factors in SSM and deduced Service Quality Index(SQI), loyalty and Index of detail factor in SQ through survey. Based on these results, strategic factors required to improve SQ was found and strategic directions for SQ were proposed through matrix portfolio analysis.

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An Analysis for Influence Factors for IT Governance: Focusing on ITA/EA Functions (IT거버넌스의 영향요인 분석: ITA/EA 기능 중심)

  • Ahn, Yeon-Shick;Kang, Jae-Hwa;Cho, Hyung-Rae;Kim, Moon-Jung
    • Journal of Information Technology Services
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    • v.6 no.2
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    • pp.63-80
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    • 2007
  • In this paper, the function factors contributing to ITA/EA functions in their organizations, are suggested. Also the reasons to the construction of IT governance system and their effects on the their organizations are discussed and the relationships are verified by empirical model. From the survey, the data of the 227 respondents were collected and regression analysis was performed for validating the research model. ITA/EA functions consist of the IT infrastructure systemization, ITA/EA business process support, IT investment efficiency factors. And the factors of IT resource and performance management, IT process management, IT service management are included to IT governance. The main analysis results described significantly are shows as follows. At first, IT resource and performance management factor is effected by the ITA/EA business process support factor and IT investment efficiency factor. In similarly, IT service management factor is also affected by the factors such as ITA/EA business process support, IT investment efficiency, and IT infrastructure systemization. In additional analysis, IT investment efficiency factor in official sectors, ITA/EA business process support factor in private sectors respectively are described as the significant factors on the IT governance.

Effect of Duty Free Shop's Service Quality on Relationship Quality and Loyalty (면세점의 지각된 서비스품질이 관계품질과 고객충성도에 미치는 영향)

  • Li, Liang;Yoo, Kun-Woo;Park, Chan-Wook
    • Journal of Distribution Science
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    • v.15 no.4
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    • pp.41-57
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    • 2017
  • Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

A Study on the Quality and Image of School Meal Service and Student Satisfaction with the Service: Focused on Moderating Effect of Distribution Types (학교급식에 대한 급식품질, 급식이미지, 만족도에 관한 연구: 배식형태의 조절효과를 중심으로)

  • Yim, Hui-Rang;Kim, Hak-Seon
    • Culinary science and hospitality research
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    • v.19 no.5
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    • pp.11-22
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    • 2013
  • This study aimed to identify the relationships between the quality and image of school meal service and satisfaction perceived from high school students and to access the moderating effect of its distribution types. For the empirical analysis, this study used SPSS 18.0 and AMOS 18.0 and conducted frequency analysis, reliability analysis, exploratory and confirmatory factor analysis, path analysis and chi-square difference test. As a result of the analyses, the validity and reliability were identified showing over 0.4 factor loading value, ${\chi}^2$=258.831, d.f.=98, RMR=0.059, GFI=.822, AGFI=.776, NFI=0.908, IFI=0.941, CFI=0.940. The results of the structural equation modeling analysis are as follows: first, the quality of school meal service had a significant influence on its image; next, the image of school meal service had a significant influence on satisfaction with the service; last, there is a significant moderating effect of distribution types in the relationship between the image of school meal service and satisfaction with the service.

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The Effect of Service Quality Estimation and Perceived Risk on Purchase Intention and Satisfaction of the Fashion Merchandise to Internet Shopping Malls (서비스 품질 평가와 지각된 위험이 인터넷 쇼핑몰에서의 패션상품 구매의도 및 만족에 미치는 영향)

  • Lee, Eun-Jin;Hong, Byung-Sook
    • Journal of the Korean Home Economics Association
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    • v.44 no.5 s.219
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    • pp.79-87
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    • 2006
  • The purpose of this study is to analyze whether service quality and perceived risk have an effect on purchase intention and satisfaction of the fashion merchandise in internet shopping malls. To this end, a survey was conducted from June 20 to July 30 in 2005, among married women aged in their 20s and 30s, on their purchase experience of fashion merchandise from internet shopping malls. The survey was conducted over the internet with 306 subjects. The statistical analysis methods were frequency analysis, reliability analysis, factor analysis, and multiple regression analysis. First, the service quality factors were determined to be reliability, responsibility, ease of transaction, order convenience, and site characteristics. Perceived risk factors were determined to be merchandise risk, information exposure risk, social psychological risk, and function risk. Second, service quality factors of responsibility, ease of transaction, order convenience, site characteristics and perceived risk factor of social psychological risk had an effect on internet purchase intention of the fashion merchandise. Greater site use convenience, lower price, simpler ordering, and lower social psychological risk were all positively correlated with higher internet purchase intention of fashion merchandise. Third, nice quality factors and social psychological risk had an effect on satisfaction degree in internet shopping.

Empirical Analysis on the Estimation of Total Factor Productivity and its Determinants in the Korean Manufacturing and Service Industries (한국의 총요소생산성 추정과 생산성 결정요인에 관한 실증연구)

  • Zhu, Yan Hua
    • International Area Studies Review
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    • v.22 no.4
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    • pp.19-35
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    • 2018
  • This paper is to estimate the total factor productivity(TFP) in the Korean manufacturing and service industries during the period 1975:1-2016:4 using the stochastic frontier analysis model. In order to analyze the determinants for the total factor productivity the paper estimates the industry-specific determinant elasticities of TFP using the autoregressive distributed model. The industry-specific determinants, which reflect the industrial structure and properties include markup, the ratio of capital to labor(KL), and the ratio of foreign intermediate goods (FIG) to industrial output. The average value for total factor productivity growth was estimated to be 0.0199 in manufacturing and 0.0063 in the service industry. The markup and KL elasticities of TFP were estimated to be 2.481 and 0.651 in manufacturing respectively and -1.403 and 0.042 in the service industry respectively. The empirical results suggest that the industrial markup and the ratio of capital to labor have had decisive effects on the changes in the total factor productivity in the Korean manufacturing and service industries during the period 1975:1-2016:4.

The Factor Structure of Customer Satisfaction in Libraries (도서관의 이용자 만족도 요인 구조 분석)

  • Lee, Jeong-Ho
    • Journal of the Korean BIBLIA Society for library and Information Science
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    • v.23 no.1
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    • pp.215-234
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    • 2012
  • The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

A Study on the Relationships between Food-related Lifestyle of Undergraduates and the Restaurant Selection Attribute (대학생의 식생활라이프스타일에 따른 레스토랑 선택속성에 관한 연구)

  • Kim, Mee-Jeong;Jung, Hyo-Sun;Yoon, Hye-Hyun
    • Journal of the Korean Society of Food Culture
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    • v.22 no.2
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    • pp.210-217
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    • 2007
  • The purpose of this study was to elicit types of food-related lifestyle of undergraduates and to examine the relationship between each ape of food-related lifestyle and an attribute of selecting a restaurant. Self-administrated questionnaires were completed by 368 students and data were analysed by frequency, factor, reliability and canonical correlation. Five factors were obtained from factor analysis of food-related lifestyle ; Factor1 'health seeking type', Factor2 'taste seeking type', Factor3 'Popularity seeking type', Factor4 'safety seeking type', Factor5 'mood seeking type'. Restaurant selection attribute were extracted into six factors, Factor1 'taste and service', Factor2 'interior‘, Factor3 'convenient for approach', Factor4 'marketing strategy', Factor5 'food quality', Factor6 ’menu and price‘ Canonical correlation analysis showed two significant functions. Canonical function1 showed that food-related lifestyles of taste seeking type and safety seeking type were indicated to have significant positive relationships with the food qualify, taste and service in the restaurant selection attributes. Canonical function2 also showed that a significant positive relationships between health seeking type and accessibility, and a significant negative relationships between health seeking type and taste & service and between health seeking type and menu & price. Finally the result of the study provide some insight into the types of marketing stratagem that can be effectively used by operator who manage restaurant.

Cost Structure of Medical Services in Korean National Health Insurance (건강보험 의료행위의 비용구조)

  • Oh, Young-Sook;Kang, Gil-Won
    • Health Policy and Management
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    • v.20 no.2
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    • pp.40-52
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    • 2010
  • Health insurance fees are set by relative value scales and conversion factors. Since 2008 the conversion factor has been classified into 7 according to the provider type, and a separate contract has been made respectively. As such classification of the conversion factor reflects only the different characteristics of providers, however, further classification to reflect the different cost structures of providers is proposed. Cost varies according to the type of not only providers but also services each provider supply. In fact different cost structures of providers are the result of their different services. This study analyzed the cost structure of medical services to propose a new approach to the classification of the conversion factor. This study analyzed the cost structure of medical services using cost data constructed in the revision study of relative value scales. The cost data consist of doctor's fee, support staff's fee, cost of medical equipments, cost of medical supplies and indirect cost. The proportion of each cost component to the total cost was analyzed in terms of service department and service type. 72 service groups are defined in terms of the combination of service department and service type. Through cluster analysis, 72 service groups were reduced into 7 clusters each of which has a similar cost structure. Conversion factor is contracted annually to reflect the change in the cost of providing medical services. So the classification of conversion factor has to be based on the cost structures of medical services, not the characteristics of providers. Service clusters derived in this study can be used as a new classification for health insurance fee contract.

A Study on the Consumer's Service Quality Perception Based on the Types of Life-style (소비자의 라이프스타일에 따른 서비스품질 지각 차이에 관한 연구)

  • Park, Yoon-Seo;Lee, Seung-In;Choi, In
    • Journal of Global Scholars of Marketing Science
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    • v.19 no.2
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    • pp.53-67
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    • 2009
  • For the last decades, service quality has been studied as one of the most important tools for a service company to compete with the other companies. Based on these past researches, it has been agreed that the service quality is a basic and powerful tool to create the competitive advantage. Due to similar reason, many service marketing practitioners have been also focused on the service quality to retain the existing consumers and collect the new consumers. However, service quality is subjectively perceived by individual consumers. Consumer evaluation of service quality can be different from each other. Especially consumers with one life-style may evaluate the service quality differently from the consumers with the other life-styles. Therefore we need to know whether there are differences in service quality perception on the categories of life-style. Life-style refers to a distinctive mode of living in its aggregate and broadest sense. It embodies the patterns that were developed and emerged from the dynamics of living in a society. Since the concept of life-style and its relationship to marketing was introduced in 1963 by William Lazer, methods of measuring the life-style and their application have been developed. Life-style has been usually used to segment the marketplace because it offers marketers a unique and important view of the market. When Life-style is combined with clustering methods, life-style segmentation can generate identifiable whole persons rather than isolated fragment. Life-style segmentation begins with people instead of products and classifies them into different life-style types, each characterized by a unique style of living based on a wide range of activities, interests, and opinions(Plummer, 1974). In this study we applies the life-style segmentation based on the AIO(Activities, Interests, and Opinions) to the consumers of the large discount stores. In Korea, the large discount store market has entered into maturity stage so that the market differentiation strategy is becoming a more critical issue to the marketing practitioners. One of the most important tools to differentiate from the competitors in large discount store market is continuously to provide service of better quality than competitors. This study tries to find answers about the following questions: 1) How can we categorize the consumer life-styles in the large discount store? 2) What are the characteristics of the categorized groups? 3) Are there any differences in service quality perception among the consumers with different life-styles 4) Are there any differences in consumer behavior among them in the large discount store? For the purpose, we collected survey data from consumers and analyzed the data with the SPSS package where we had $X^2$-test, factor analysis, ANOVA, MANOVA, and cluster analysis. The survey was made during one month in the April of 2008. Among the collected 306 copies of questionnaires, 281 copies were chosen as the effective samples for empirical analysis except 25 copies with wrong responses. To identify the life-style patterns, we used the measures employed by Kim and Kwon(1999), where 44 items on a seven-point scale were used to measure factors of the life-style patterns. The Principal Component Method was used for factor extraction, and the VARIMAX orthogonal factor rotation was employed. The 7 items showing low factor loading were eliminated. The results of the factor analysis suggested that nine factors of the life-style patterns were identified as follows: 1) the equality-of-sexes and pursuit-of-independence tendency 2) self-management tendency 3) sociable tendency 4) self-display tendency 5) degree of a dilettante life 6) pursuit-of-information tendency 7) bargain hunter tendency 8) TV preference tendency 9) pursuit-of-leisure tendency. Next, after the K-means cluster analysis was performed with nine factors of the life-style patterns, the life-styles of the respondents were classified into four groups which are named as the 'progressive practicality-oriented group', 'positive success-oriented group', 'sociable ostentation-oriented group', 'stable conservation-oriented group'. The analysis results for usage behavior between the market segments showed statistically significant differences in the frequency of usage, duration time in the store, consumer satisfaction, and loyalty. Also, we tried to investigate whether the large discount store consumers differently perceive the quality of service based upon the types of life-style. To measure the service quality of large discount store, we adapted several measurement models measuring the service quality such as SERVPERF, BCP, R-SERVPERF, R-BCP. MANOVA and One-Way ANOVA were performed to confirm the difference in service quality perception based on the market segments. The results have also shown significant differences between life-style types in service quality perception. These findings show that the large discount store marketers should consider consumer life-style as one of the most important market segments for marketing and understand the difference in service quality perception between life-style types. Our findings give important implications to marketers of large discount stores as well as life-style researchers. First, this study showed there were significant differences in consumer's service quality perception and usage behavior between the types of life-style. It provides evidence that the life-style approach can be a important basis in segmenting the large discount store market and will make consumers perceive the service quality high. Second, most previous researches on service quality have been in aggregate level. However, our results imply that the future research on service quality have to focus on segment level.

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