• International Journal of Quality Innovation
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• v.8 no.1
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• pp.27-39
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• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.14-19
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• 2006

This study examined the effect of waiting in a service queue on the evaluation of service quality focused on its overall process, mediators and moderators The conceptual model of this paper integrates key variables derived from previous studies of consumer waiting behavior. Data obtained from actual customers in service queue at a hospital was used to test the theoretical framework. First, results from the path analysis confirm that negative affect and acceptability of the wait function as mediators in the process that the perceived duration of the wait affects customer's evaluation of overall service quality. Second, the analysis of the data, with the use of moderate regression shows that disconfirmation of wait time expectations, transaction importance, stability of wait time and wait environment work as moderate variables for the relationship between perceived duration of wait and negative affect. For the relationship between perceived wait time and acceptability of the wait, on the other hand, only transaction import ante shows a significant effect as a moderator.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.457-461
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• 2007

This study presents service quality systems such as automobile industry insurance, personal accident insurance service vehicle repair and tow services, and, the service for buying and selling of used motor vehicles. These service quality systems include contracting services, payment service, infrastructure, adjustment service, and, process.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.463-467
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• 2007

This paper deals with service quality systems such as nonstore selling service, telemarketing services, call center services, market and opinion research service, franchise service, and, institutional feeding service. These service quality systems include process, infrastructure, and, requirements for the training and development of agents and staffs.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.475-480
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• 2007

This paper introduces service quality systems such as furniture removal for households, carriage of parcels, commercial motorcycle carriage service, the service for warehousing, car rental services, exhibition service, security service, and, facility management services. These service quality systems include terminology, process, and, infrastructure.

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.593-606
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• 2018

Purpose: The purpose of this study is to examine the Hawthorne effect on healthcare service process innovation, by investing the difference between checklist items of patients and doctors on direct clinical observations (DCO) and the retrospective clinical review (RCR). Methods: The data set consisted of 30 patients and 30 doctors respondents. T-tests were used to perform a comparative analysis of DCO and RCR items between patients and doctors by pre and post examinations. Results: The results indicate that there was a difference between the non-prior notice checklist items of the patients and doctors, while there was no difference of the post-examination checklist items between the patients and doctors. Conclusion: This study provides useful information and can be applied to the improvement of patient experience through healthcare service process innovation. The results of this study also offer practical insights about how hospitals can motivate providers to participate in healthcare service process for improved quality care by the Hawthorne effect. The study contributes to the existing knowledge of the Hawthorne effect for effective strategies for providing quality care.

• Journal of Distribution Science
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• v.17 no.4
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• pp.69-76
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• 2019

Purpose - The purpose of this study is to examine the effect of basic value satisfaction on service quality evaluation and customer loyalty and the moderating effect of Bargain-proneness in this process. Specifically, I analyzed the influence of basic value satisfaction, the mediating effect of service quality evaluation, and the moderated mediation effect of Bargain-proneness. Research design, data, and methodology - Data collection for this study was conducted for adults over 18 years of age with shopping experiences in traditional market within a month around the traditional market in the metropolitan area. A total of 250 questionnaire response data was obtained. Hypotheses were tested using SPSS. The PROCESS macro method was used to verify the mediating effect of the service quality evaluation on the relationship between basic value satisfaction and customer loyalty. Hierarchical regression analysis was performed to analyze the moderated mediation effect of the bargain-proneness tendency. Results - Empirical results showed that the basic value satisfaction affected service quality evaluation and customer loyalty. Specifically, it has been found that it directly affects customer loyalty and indirectly influences through service quality evaluation. The moderated mediation effect of the bargain-proneness tendency in the process of basic value satisfaction affecting customer loyalty through service quality evaluation has been verified. In other words, the higher the bargain-proneness tendency, the more influence the basic value satisfaction has on the favorable service quality evaluation. Conclusions - This study contributed to the distribution literature in that it attempted a new empirical study considering the variable 'bargain-proneness tendency', which had not received much academic attention in the past. Furthermore, this study contributed academically in that it presented important moderating variables that should be paid attention in the field of distribution studies. In this study, bargain-proneness was used with a focus on traditional markets, but this variable could play an significant role in future offline distribution studies that should pay attention to meet hedonic needs of shopping. These results suggested that traditional market practitioners should focus on the basic value and that the bargain-prone consumer segment should be considered as a target.

• Journal of Information Technology Services
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• v.8 no.4
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• pp.17-40
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• 2009

This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.

• Journal of Distribution Science
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• v.12 no.11
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• pp.101-111
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• 2014

Purpose - This study aims to verify the construct of the service quality suitable to the characteristics of the business center, to develop the scale that can measure the service quality objectively, compare the diverse business centers in Korea, and present desirable methods of business center management and operation. Research design, data, and methodology - In the first stage, literature research and focus group interviews with current users and actual business experts of business centers were conducted. In addition, 69 early stage scale items were derived. In the second stage, a Delphi survey was conducted on the experts of business and academic circles. The measurement items in the early stage were supplemented and revised. The content validity rate (CVR) of 69 measures was computed and then the experts' opinions were used. As a result, the business center service quality scale, made up of 9 organizing factors and 36 measurement items, was constructed. In the third stage, a survey was conducted on the occupants who were currently using the business center. It was to confirm if the developed business center service quality scale could be actually utilized. The data of 435 samples collected were used. To refine the scale items, the exploratory factor analysis (EFA) was conducted repeatedly. Results - The business center service quality scale, made up of 8 factors and 33 items, was developed again. The 8 factors are reliability, speed, kindness, specialty, responsibility, appearance, convenience, and public interest. The reliability coefficient (Cronbach's Alpha) of each factor is greater than .7. Thus, it was confirmed that there was reliability in the measurement items. Further, the model suitability was verified using the confirmatory factor analysis (CFA), and the convergent validity and the discriminant validity were verified. This proved the construct validity. Through this process, the Korea Business Center Service Quality Scale was developed. Based on factor analysis, the developed business center service quality (BCSQ) scale consists of 4 aspects, 8 factors, and 33 items, comprising the "process quality" aspect: reliability (3 items), speediness (4 items), kindness (3 items) factors, the outcome quality aspect: expertise (3 items), responsibility (5 items) factors, the environment quality aspect: appearance (5 items), convenience (3 items) factors, and the public interest aspect: public interest (7 items) factor. However, according to CFA, the BCSQ scale consists of a total of 4 aspects, 8 factors, and 33 items, comprising the "process quality" aspect: reliability (3 items), speediness (3 items), kindness (3 items) factors, the outcome quality aspect: expertise (2 items), responsibility (4 items) factors, the environment quality aspect: appearance (3 items), convenience (2 items) factors, and the public interest aspect: public interest (3 items) factor. Conclusions - The BCSQ scale could serve as a diagnostic tool that will allow business center managers to determine service areas that are weak and in need of attention, and to improve the service quality of the business center.