• Culinary science and hospitality research
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• v.23 no.4
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• pp.144-162
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• 2017

This research utilized integrated package program of PASW Statistics 18.0 and AMOS 22.0 to analyze how the influence of service quality factor of coffee chains affects customer satisfaction and intention of customer behavior. The utilized statistics techniques were frequency analysis, exploratory, confirmatory factor analysis, covariance structure analysis, multiple group structure equation model analysis, etc. As a result of hypothesis verification, first of all, it was verified that the service quality factor of coffee chains affected positive (+) effect on service justice. Second, it was verified that the service justice affected positive (+) effect on customer satisfaction. To see it detailed, it is possible to see that all factors, perception of interactive justice, distributive justice, procedural justice, were adopted as the case of affecting service satisfaction (p<.001). Third, it was verified that among the circumstances that service quality affected to satisfaction, justice played a role as intermediary role. Fourth, it was verified that service satisfaction affected positive (+) effect on customer satisfaction, finally, the influence that customer satisfaction affecting behavioral intention has no effect on behavioral intention by brands of domestic or abroad.

• Journal of Korean Academy of Nursing Administration
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• v.6 no.2
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• Korean Business Review
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• v.17
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• pp.1-26
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• 2004

After IMF crisis in late 1997, the environment of banking industry has become competitive. To survive in this circumstance, the Local Nong-Hyup is needed to understand the customer's needs and improve the service quality. To achive the purpose, two methods were employed in this study. The first corvered the review of related literature on service. The second adopted field survey approach for data. The study model was developed using Venkatakrishnan & Jagannathan's "An Enhanced Model for Measuring Service Quality" model and details of study as follows. 1. What is the determination factors of service quality for Local Nong-Hyup. 2. Are there differences between "service perception" and "service expectation" for Local Nong-Hyup. 3. Does banking service determination factor of Local Nong-hyup affects customer's satisfaction. 4. Does banking service determination factor of Local Nong-hyup affects customer's repurchase. 5. Does customer's satisfaction for Local Nong-hyup relates repurchase. The samples of this study were extracted at random from the customers of Local Nong-hyup. The results of the questionnaire were analyzed to do frequency analysis, factor analysis, t-test, regression analysis, cross sectional analysis using SPSS Win 10. The results are as follows, First, as determination factors of service quality for Local Nong-Hyup "Reliability, Empathy, Tangibles, Convenience" were extracted by factor analysis. Secondly, using t-test, it was found that there are factor's gap between service anticipation and service perception. Thirdly, using regression analysis, it was found that except Convenience factor, Reliability, Empathy and Tangibles factors affect customer's satisfaction. Forthly, using regression analysis, it was found that all the factors affect repurchase. Finally, using cross sectional analysis, it was found that customer's satisfaction and customer's repurchase correlate.

• Journal of Information Technology Services
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• v.5 no.2
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• pp.1-23
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• 2006

An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables. The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

• Journal of Technologic Dentistry
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• v.40 no.3
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• pp.151-162
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• 2018

Purpose: The main purpose of this study is to develop assessment measures for the quality of service for dental labs. Methods: In order to construct the measure of service quality assessment for dental labs, relevant modifications were extracted around theoretical studies, and the survey was conducted on dental technician workers through internet survey. final scale questions were extracted through exploratory factor analysis and confirmed factor analysis of measurement variables, the demographic characteristics of the subjects and the perceptual difference of dental labs were analyzed for the extracted variables. Results: The final five variants of the interactive factor analysis that include the ability to change employee growth, reliability, responsiveness, materiality, interoperability, confirmatory factor analysis excludes variations in employee growth wages, welfare benefits, by changing its name to network capabilities, the quality of service factors for the final dental labs consisted of five variations: network competence, reliability, responsiveness, materiality and interoperability. Conclusion : The service quality of the dental labs showed that the reliability of the product related to the dental materials and the product production responsiveness related to the production order, the Materiality of the materials and equipment of the dental labs, the Interoperability responsiveness related to dental orders, And the importance of network capability to form a mutual network.

• The Korean Journal of Food And Nutrition
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• v.21 no.1
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• pp.97-105
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• 2008

An IPA model was used to evaluate customer service encounters at a large food court; also the gaps between importance and performance from were also evaluated from both perspectives. The findings of this study will be applied in order to improve service quality at various large food service operations. A total of 298 customers from a large shopping mall food court completed the study questionnaire, asking them to evaluate the important and performance attributes of service. Seven underlying dimensions were identified and labeled by factor analysis: factor 1 was "safety": factor 2 "time": factor 3 "atmosphere": factor 4 "quality of food": factor 5 "menu attributes": factor 6 "comfort": and the last and seventh factor was "comprehension". As a result of IPA analysis the overall mean scores between the importance attributes and performance attributes showed significant differences by independent t-tests(p<0.001). Quadrant I was classified with unnecessary items including interior design, proper lighting, suitable chairs, and proper room temperature. In quadrant II thirteen variables showed high scores for both importance and performance, such as various menu choices, hygienic food, dishes, chairs, food court, kitchen, and employees; proper ventilation, employee kindness, waiting time to order, and received food; automatic system for ordering-serving. Quadrant III included eight variables identified as low priority, including appearance of food, nutrient content of food, proper portions, new menu, proper music, proper location of cashier, services for children and efficiency of movement. In quadrant IV six variables were included as areas to focus management's efforts, such as food taste, proper food temperature, use of safe food materials, maintenance of food quality, existence of preferred foods, and proper food prices. These results suggest that food court customers have interests that are distinct from restaurant customers and may need to be treated differently. It is anticipated that this data will be useful to the foodservice industry in order to segment customer characteristics by different dinning behaviors.

• Journal of Korean Elementary Science Education
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• v.37 no.1
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• pp.1-11
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• 2018

Factors and causal structures of pre-service elementary teachers about the critical thinking and the scientific literacy competency were investigated in this study. The third grade university students and the first grade university students in the metropolitan city participated in this study. The factor analysis method and the structural equation modeling method were used for the data analysis, and the following results were obtained. First, the third grade university students and the first grade university students recognized 'inquisitive thinking' factor and 'reflective thinking' factor as factors of the critical thinking, and 'scientific explanation' factor and 'evidence-based conclusion' factor as factors of the scientific literacy competency respectively. Second, the third grade university students showed more the influence from 'reflective thinking' factor to 'scientific explanation' factor and from 'reflective thinking' factor to 'evidence-based conclusion' factor than the first grade university students.

• Korean Journal of Organic Agriculture
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• v.18 no.3
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• pp.315-329
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• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.

• Journal of Information Management
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• v.40 no.2
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• pp.47-70
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• 2009

This study is a exploratory research to develop standard measurement for service quality of public libraries through extracting common factors for them. It suggests that service quality of public libraries can be divided into three primary dimensions interaction of personnel, library resources and programs, physical environment and facilities and each dimensions be several sub-dimensions. It also suggests a third-order factor mode for public libraries' service quality based on the above dimensions and testifies it through exploratory factor analysis and confirmatory factor analysis.

• International Journal of Highway Engineering
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• v.14 no.6
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• pp.167-173
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• 2012

PURPOSES : This study is to develop speed correction factor for more realistic Level-of-Service(LOS) at multilane highway. METHODS : In this study, we compared speed difference the degree of speed reductions in actual multilane road conditions with speed reduction considering speed correction factor presented in highway capacity manual using statistical techniques. And also we presents new speed correction factor analyzing collected data at national highway No.1 (Goyang~Wolrung). RESULTS : The result of analyzing and comparing new suggested speed correction factor with speed correction factor in Korea Highway Capacity Manual (KHCM) shows RMSE (Root Mean Square Error) in new speed correction factor (RMSE 1.5) is much lower than existing speed correction factor (RMSE 13.4). New suggested speed correction can be used for analyzing Level-of-Service at multilane highway. And also we suggests improvements for analysis procedure in analyzing Level-of-Service at multilane highway CONCLUSIONS : As a result of comparing differences, we draw the causes that effect the differences in speed and suggest new speed correction factor that consider traffic volumes. It can be more rational because it uses speed correction factor which can consider more realistic traffic conditions, etc.