• Journal of the Korean Applied Science and Technology
• /
• v.38 no.6
• /
• pp.1493-1501
• /
• 2021

The purpose of this study is to investigate the effect of emotional dissonance and service sabotage on skin experts who have experienced inappropriate customer behavior. To achieve the purpose of the study. 383 skin experts in Seoul and Gyeonggi-do were selected as the subjects of the study. As for the analysis method, frequency analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed, and the following research results were derived through such research procedures. Inappropriate customer behavior showed a positive (+) correlation with emotional dissonance, and emotional suppression of emotional dissonance affects service sabotage.

• Journal of Distribution Science
• /
• v.12 no.7
• /
• pp.5-12
• /
• 2014

Purpose - This study identified internationalization factors forKorean SMEs and explored factor differences between AEO and non-AEO authorized companies. Research design, data, and methodology - The study was designed to assess internationalization factors for AEO authorization in Korea through a questionnaire survey and an empirical analysis. The questionnaires were conducted for AEO and Non-AEO authorized companies that were undergoing AEO authorization. The study was conducted through e-mail and AEO manager education classes. Ninety-five questionnaires were collected. We employed the exploratory factor analysis methodology to derive internationalization factors for KoreanSMEs, and explored the factor differences between AEO and Non-AEO authorized companies. Results - AEO authorized companies outperformed Non-AEO authorized companies in R&D and technology. This indicated that AEO authorized companies were recognized as reliable and safe companies by the Korea Customs Service and other Customs services in trade facilitation and customs clearance processes. Conclusions - This study has some implications for AEO authorization and internationalization processes, and involved the empirical analysis of SMEs and the exploratory factor analysis in the internationalization process.

• The Korean Journal of Health Service Management
• /
• v.12 no.1
• /
• pp.23-34
• /
• 2018

Objectives : This study developed and validated the local clinic Medical Doctor Role Stress Scale(MDRS). Methods : The interviews were conducted with 12 local clinic medical doctors to develop final preliminary questions. The scale was developed using statistical item analysis, exploratory and confirmatory factor analysis surveys with local clinic medical doctors in Seoul, Busan, Daejeon, and Gyeonggi province. Results : The MDRS developed in this study consisted of 14 items and three factors. The factors were role conflict, role ambiguity and role overload. The three factors explained 56.71% of the total variance, and the internal consistency of this scale was .90. The internal consistency for each factor was .81 ~ .90. Confirmatory factor analysis through a separate sampling met the fit criteria (CFI = .941, TLI = .927, RMSEA = .079, SRMR = .069). Conclusions : The results indicate that this scale is a reliable instrument for assessing local clinic medical doctor role stress.

• Management & Information Systems Review
• /
• v.6
• /
• pp.89-115
• /
• 2001

Recently, administrators of Korean university are struggling to survive against rapidly changing environment. But, the customer service of university organizations are generally recognized inferior to those of business service. Thus, the measuring of service quality is the beginning of works to improve customer service in university. SERVQUAL is known the most generalized scale to measure service quality. After SERVQUAL was published as a measure of perceived service quality by PZB(1985), several arguments have been made against its validity and the other measures have been suggested by Tears(1993), Cronin and Taylor(1992). Therefore, this paper reviews about SERVQUAL controversies. Also, this paper analyzed the dimensions of service quality and its relevant concepts. For this empirical study, 288 respondents drawn from university student in Pusan area are collected and 5 hypotheses are analyzed by using regression analysis. The results of empirical study are as follows. (1) three dimensions of service quality(specialty, reliability, tangiables) are perceived from factor analysis. (2) dimensions of service quality are related to the overall service quality and customer satisfaction, especially specialty is varified as the most important dimension. (3) customer satisfaction affects repurchase intention and word-of-mouth effect positively. In conclusion, however this study have a few limitations about sampling and questionnaire, offers some strategic directions for improving the service quality of university organizations.

• The Journal of The Korea Institute of Intelligent Transport Systems
• /
• v.11 no.1
• /
• pp.28-41
• /
• 2012

The User-Oriented Public Transit Service provide public transit service through media devices, such as mobile, BIT and In-vehicle display devices, which considered user's individual characteristics and specific preference anytime and anywhere. The objective of this study is to develop and improve the services in the three media devices. This study applied user-satisfaction analysis in evaluating the service in Busan, analyze factor affecting the level of service user's satisfaction, and draw remedies based on the analysis results. The user's satisfaction average values in each media are 3.29 mobile, 3.62 BIT, and 4.05 In-vehicle display devices. Overall satisfaction average value 3.54 on the service showed a positive reaction from the survey participants. The important factor affected on general satisfaction of the User-Oriented Public Transit Service is "In-vehicle display devices" scored .632 (standardized coefficient) by categorical regression analysis. But users prefer to further improve the service environment rather than to add service information because they are already contented with the information they are getting. Furthermore, this study suggested ways of improving the User-Oriented Public Transit Service based on the satisfaction analysis results from the user's perspective.

• Journal of Korea Port Economic Association
• /
• v.28 no.2
• /
• pp.95-111
• /
• 2012

The service quality survey for the customers of Gwangyang container port has been done since 2005. It has been difficult to compare annual levels or rival ports because the calculation of weights among service dimensions that is the most important procedure of the assessment systems did not be founded. In particular, the calculation results by the Analytical Hierarchy Process that specializes in estimating the weights were very unstable and not comparable because they were fluctuated annually more than 90% for the specific item. The objective of this study is to support the establishment for new assessment system of service quality with cost- and time-effective tools at Gwangyang port. The confirmatory factor analysis methodology applied to 2007-2009 survey data from the customers of Gwangyang port can estimate ex-post weights to measure annually the stable service quality. The proposed methodology allows us to build the assessment system of more scientific and accurate service quality while reducing the survey items. By this study, a port company can measure accurately the quality of service and improve its competitiveness through being compared to previous periods and leading companies.

• Journal of Information Technology Applications and Management
• /
• v.20 no.2
• /
• pp.57-68
• /
• 2013

Recently, cloud computing has been viewed as a technology of great influence. Despite the importance of personal cloud services, the majority of cloud computing studies has been focused on an enterprise level. Therefore, in this research, we list variables of personal cloud computing characteristics (accessibility, storage, trust, perceived ease of use, availability) from preceding research done on an enterprise level. So, through pilot testing, we analyze whether examined characteristic variables affect the intention to use personal cloud computing. Next, we investigate the relevancy between user characteristics, including gender, age, and occupation, and the usage rate of personal cloud computing. Lastly, we implement an analysis of variance in order to speculate whether there is any difference between the five characteristic variables in using personal cloud computing between cloud service enterprises. For empirical testing people with experience in personal cloud computing are surveyed. Frequency analysis, exploratory factor analysis, internal consistency analysis, T-test, ANOVA, and multiple regression analysis are implemented with 325 valid samples. The analysis results are as follows: First, among user characteristic variables, 'occupation' shows a significant relationship with cloud service usage, Second, between cloud service enterprises, all five characteristic variables of 'Naver N Drive' are thoroughly evaluated and 'Google Drive' receives a high evaluation in availability and accessibility. Third and finally, all of the selected characteristic variables affect the intention to use personal cloud computing. However, availability is identified to be the most important factor. This research will serve as a reference to enterprises for the practical implementation of personal cloud computing service.

• Journal of the Ergonomics Society of Korea
• /
• v.31 no.1
• /
• pp.49-61
• /
• 2012

Objective: The aim of this study is to offer a holism based Service Experience Analysis System(HSEAS) for service design. Background: Customer experience has been focused in a lot of service area. But it is difficult to understand the customer's needs and their experiences because it's so complex and uncertain. Thus it needs holistic approach that means it's difficult to explain general character merely through the understanding of small parts that composes an object and it must be analyzed within the overall context. Method: Accordingly, the thesis paper proposes the Service Experience Analysis System that satisfies the four following needs. (1) Need of solid Experience Framework in which the special quality of the service experience is considered, (2) need of support for the semantic cohesion between different kinds of data, (3) need of support for the management and search of vast data, and (4) need of building the knowledge base system for collaborative research. Results: HSEAS combines the short information in the customers' words and behaviors or situations and circumstances and provides a place of analysis where the context of the general experience can be read and allows concrete understanding of the actual state and factor of the problem as a Combined Data Analysis Tool. Conclusion: HSEAS becomes the center of information management, analysis and connection and it provides a free collaboration place where physical condition has no relations to as a knowledge base system based on network. Application: It is expected that length and width will be added to the analysis and assistance for effectively accumulating information will be provided in the area of diverse service.

• Journal of the Korean Dietetic Association
• /
• v.13 no.3
• /
• pp.277-294
• /
• 2007

The purposes of this study were to a) examine using status, b) measure the service quality attributes, c) analyze IPA and customer satisfaction, d) develop the LSM(Local Store Marketing) by location of K theme restaurant such as residential type(A), complex type(B) and downtown type(C). The questionnaires were handed out to 346 of 450(usage rate 76.9%). The statistical data analysis was completed using SPSS(ver 12.0) for descriptive analysis, $X^2$, t-test, ANOVA, reliability analysis, factor analysis, multiple linear regression. From an analysis on service quality attributes, most importance of service quality attributes was more highly perceived than performance of those, except for 'attractive exterior', 'variety of kid's menu', 'convenient facilities for kid' and perceived importance and performance were also significantly different by location of branch restaurant. The attributes to be improved were 'convenience of restaurant's parking lot', 'food tast', 'speedy service' and 'service competency' as branch A(residential type) restaurant, 'convenience of the restaurant location' as branch B(complex type) restaurant and 'convenience of the restaurant location' and 'speedy service' as branch C(downtown type) through IPA analysis. The Overall customer satisfaction was 3.74 and service quality factors had significant effect on overall customer satisfaction. Location of restaurant, which gives a great effect on its operation and marketing, has a important correlation with success or failure of restaurant business enterprises. Therefore, marketing strategy by restaurant location should be developed.

• Journal of Navigation and Port Research
• /
• v.30 no.8 s.114
• /
• pp.669-674
• /
• 2006

The purpose of this study is to examine the effects of the factors on the usage level of e-business in the shipping companies. In order to do empirical analysis, firstly, this study carried out reliability analysis and factor analysis. Secondly, this study examined the effects of the factors on the usage level of e-business in the shipping companies by multiple regression analysis. In conclusion, the analysis result revealed that 5 factors effect on the service business usage's level and 4 factors effect on the real transaction usage's level of e-business.