• 산경연구논집
• /
• 제4권2호
• /
• pp.41-49
• /
• 2013

Purpose - Currently, the distribution environment has been changing rapidly because of the advent of super-supermarkets (SSM),which adopt the "price break" and "lowest price" strategies. Specifically, a diversification of the distribution environment allowed customers to reasonably decide where to shop. With a broadened range of criteria governing the choice of a store, determining changes in the distribution environment should be based on customer satisfaction surrounding the service levels of SSMs. This study examines the effects of service quality and product quality of SSMs on customer satisfaction levels, and analyzes whether these factors affect customers' revisit intention directly. Research design and methodology - A survey method was used and 127 SSM customers responded to the questionnaires that were developed to measure service quality, product quality, customer satisfaction, and store revisit intention. A multi-regression analysis was used to test the hypotheses. Results - Except hypothesis 2, the other seven hypotheses were supported. Hypothesis 2 suggested a positive relationship between product factors and customer satisfaction. Conclusions - This study found a systematic effect of service factors and product factors on customer satisfaction and word-of-mouth, and consequently on store revisit intention.

• Asia Pacific Journal of Business Review
• /
• 제4권1호
• /
• pp.35-44
• /
• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• 한국항만경제학회지
• /
• 제23권4호
• /
• pp.1-22
• /
• 2007

본 논문은 인천항과 청도항, 천진항, 대련항을 대상으로 항만별 서비스품질 구성요인들 각각이 고객만족에 미치는 영향정도가 어떻게 다른지와 항만별 서비스품질의 각 차원 및 만족도에 대한 고객의 지각 수준을 비교하였다. 연구결과 항만서비스의 품질차원은 '내적품질', '외적환경품질', '상호작용품질'로 구분됨을 확인하였고, 대련항의 '외적환경품질'을 제외하곤 항만의 서비스품질 3차원 모두가 고객만족에 유의한 영향을 미치는 것으로 나타났다. 또한 항만간 서비스품질 각 차원에 대한 고객의 지각 수준을 그룹비교를 통해 살펴 본 결과 인천항은 '내적품질'에서 청도항, 천진항, 대련항에 비해 낮게 평가되었으며, '외적환경품질'의 경우도 청도항, 천진항에 비해 낮았지만, '상호작용품질'은 천진항과 대련항에 비해 높게 평가되었다. 그러나 항만에 대한 고객의 만족은 인천항이 청도항, 천진항에 비해 부족한 것으로 나타났다.

• Journal of Nutrition and Health
• /
• 제39권2호
• /
• pp.192-200
• /
• 2006

The purpose of this study was to identify the relationship between the levels of job satisfaction and self-evaluated foodservice quality of dietitians in elementary schools. Out of 130 questionnaires distributed to the elementary school dietitians in In-cheon, 127 were returned and analyzed (98% response rate). The questionnaire included two multiple-item scales for measuring job satisfaction and foodservice quality, respectively. All the items in the scales were coded 1 to 5 for certainly no, no, neutral, yes, and certainly yes and grouped by using factor analyses. Most of the responding dietitians were working for schools in urban areas and had independently-managed on-site kitchens. The 23 items measuring job satisfaction were grouped into 4 factors: Job Duty, Job Condition, Physical Work Environment, and Organizational Environment. The satisfaction score was the highest for Organizational Environment with a value of 3.38 and the least for Physical Work Environment with a value of 2.08. The 22 items measuring foodservice quality were grouped into 5 factors and the mean scores of the levels of Cleanliness, Internal Food quality, External Food quality, Intangible Service Environment and Tangible Service Environment were 4.20, 3.89, 3.54, 3.45 and 2.64, respectively. The levels of job satisfaction and foodservice quality were positively associated with a correlation coefficient of 0.288 (p < 0.01). In particular, the level of job satisfaction was positively associated with foodservice quality in the aspect of Cleanliness, Internal Food Quality, and Intangible Service Environment. The results show that improving dietitians' job satisfaction could contribute to increasing the levels of foodseivice quality of elementary schools.

• 한국산업보건학회지
• /
• 제29권3호
• /
• pp.404-413
• /
• 2019

Objectives: Chronic obstructive pulmonary disease(COPD) is an important cause of mortality in workers exposed to hazardous dust, such as crystalline silica or coal, and COPD is related to inflammation and oxidative stress in the lung. The aim of this study was to evaluate the association of oxidative stress and inflammation to COPD in retired workers exposed to mineral dust. Methods: The levels of malondialdehyde(MDA) in EBC as biomarkers for oxidative stress and C-reactive protein(CRP) and lactate dehydrogenase(LD) as biomarkers for inflammation were measured in 107 male subjects(63 pneumoconiosis and 42 COPD subjects). Results: Mean levels of EBC MDA(2.03 nmol/L vs. 4.65 nmol/L, p=0.010) and serum LD(170.3 U/L vs. 185.9 U/L, p=0.022) were significantly higher in subjects with COPD, but mean levels of serum CRP(p=0.469) did not show a statistical difference between the study groups. Level of EBC MDA was negatively correlated with ${%}FEV_1$ predicted(r=-0.279, p=0.004) and ${%}FEV_1/FVC$ ratio(r=-0.397, p<0.001). Conclusions: These results suggest that EBC is a useful biological matrix for investigation of respiratory oxidative stress. High levels of EBC MDA and serum LD are related to COPD in retired workers exposed to mineral dust.

• 품질경영학회지
• /
• 제38권4호
• /
• pp.593-600
• /
• 2010

This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.

• 보건의료산업학회지
• /
• 제3권1호
• /
• pp.59-65
• /
• 2009

This study was trying to find the differences of the levels of e-commerce system satisfaction and a relationship between system satisfactions and behavioral intention to use e-commerce system continuously. Based on the previous studies, we identified the factors of system satisfaction that were consist of system readiness, accuracy, content, ease of use, timeliness and IT Support. The system satisfaction levels of martial status and the training status of hospitals had significant differences. In martial status, un-married managers had higher levels of ease of use and timeliness than the married. In this result, we might consider an age effect for younger persons are more likely to use IT and have more satisfaction perceptions. Rather than training hospitals, non-training hospitals had higher level of ease of use and IT support, which could be interpreted as e-commerce systems of training hospitals might not match their own managerial purposes and need an improvement of their system functionalities. This study also identified that the factors of system satisfaction has a relationship with behavioral intentions. Except accuracy and IT support of all six system satisfaction factors, four factors were significantly correlated with system usage intentions in their e - commerce works.

• International Journal of Computer Science & Network Security
• /
• 제22권7호
• /
• pp.283-293
• /
• 2022

One of the important areas of state policy in the socio-economic and cultural development of the country is cultural diplomacy. It contributes to the information dissemination about the country, strengthens interstate relations, and forms a positive image. Through cultural diplomacy, we achieve a positive perception of the world community of the country, determined by its place in the modern system of international relations. The aim of the study is a comparative analysis of cultural diplomacy opportunities for sustainable development at different levels of public relations, as well as the impact of cultural diplomacy opportunities on the indicators of the Global Sustainable Competitiveness Index and the Global Sustainable Development Index. Regarding the results of the research on the impact of cultural diplomacy opportunities on the indicators of the Global Index of Sustainable Competitiveness and the Global Index of Sustainable Development, four groups are identified among the countries of the European Union: countries with a very high level of sustainable competitiveness and sustainable development; countries with a high level of sustainable competitiveness and sustainable development; countries with low levels of sustainable competitiveness and sustainable development.

• 한국조리학회지
• /
• 제6권2호
• /
• pp.135-155
• /
• 2000

The main purpose of this study is to investigate the factors affecting customer satisfactions toward the italic restaurants of hotels. Especially, the role of menu-related factors is elaborated. Based on the previous research findings, the following hypotheses were proposed and tested. First, customer evaluations of the factors related to the service of italic hotel restaurants wi11 show differences, depending upon demographics. The results found are as follows. Concerning the seasonality and variety of menu, customer evaluations differed by gender. Depending on age groups, customer evaluations differed for the communicative quality of menu, the restaurant atmosphere, the employee service level, and the food taste. By the type of occupations, there were differences in customer evaluations of the communicative quality of menu, the employee service level, and tie food taste. By the education levels, there were differences in the evaluations toward the seasonality and variety of menu, the restaurant atmosphere, the employee service level, and the food taste, Finally. concerning the restaurant atmosphere and the food taste, customer evaluations differed by their income levels. Second, the employee service level, the seasonality and variety of menu, the communicative quality of menu, the restaurant atmosphere, and the food taste are predicted to significantly affect customer satisfactions, My results were consistent with this prediction except for that the communicative quality of menu did not significantly affect customer satisfactions. Regarding the role of menu-related factors in customer satisfactions, my finding implies the importance of updating the menu, providing the variety and reflecting the seasonality. The more studies, however, should be needed to explore the various roles of menu-related factors in restaurant customer satisfactions.

• 패션비즈니스
• /
• 제25권6호
• /
• pp.119-130
• /
• 2021

This study investigated the effects of the chatbot's level of anthropomorphism - closeness to the human form - and its self-disclosure - delivery of emotional exchange with the chatbot through its facial expressions and chatting message on the user's intention to accept the service. A 2 (anthropomorphism: High vs. Low) × 2 (self-disclosure through facial expressions: High vs. Low) × 2 (self-disclosure through conversation: High vs. Low) between-subject factorial design was employed for this study. An online survey was conducted and a total of 234 questionnaires were used in the analysis. The results showed that consumers used chatbot service more when emotions were disclosed through facial expressions, than when it disclosed fewer facial expressions. There was statistically significant interaction effect, indicating the relationship between chatbot's self-disclosure through facial expression and the consumers' intention to use chatbot service differs depending on the extent of anthropomorphism. In the case of "robot chatbots" with low anthropomorphism levels, there was no difference in intention to use chatbot service depending on the level of self-disclosure through facial expression. When the "human-like chatbot" with high anthropomorphism levels discloses itself more through facial expressions, consumer's intention to use the chatbot service increased much more than when the human-like chatbot disclosed fewer facial expressions. The findings suggest that chatbots' self-disclosure plays an important role in the formation of consumer perception.