• Journal of Information Technology Applications and Management
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• v.21 no.2
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• pp.81-98
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• 2014

Recently, due to external environment like the changes in health policy and various healthcare accreditations, along with hospital's internal efforts to improve the quality of medical services, demands for the development of medical information systems are increasing. Some examples are clinical information like DUR (Drug Utilization Review), CVR (Critical Value Report), and automatic benefit processing by treatment purposes, or hospital DSS (Decision Support System) on overall medical practice. Such systems act as a guide in making clinic judgments during practice or in other medical practice, and their effects on the medical treatment improvements are being proven by previous studies. In the reality of increasing attention in the effects of medical treatment improvement, studies related to hospital DDS were mostly focused on clinical, technical, and engineering points of view, and studies focusing on the user viewpoint are very limited. In order to verify the effects of DSS on practice improvements and hospital's management performance, this study used a research model constructed to verify how SERVQUAL of hospital DSS affects hospital management performance in BSC (Balanced Score Card) point of view. To empirically verify the research model, a questionnaire was conducted on the basis of "K-University Hospital's DSS" on clinicians and hospital employees related to system development, and the relationships between the factors were analyzed through path analysis. As a result of path analysis, excluding reactivity, tangibility, confidence, reliability, empathy among service qualities, had partially significant effects on management performance factors (learning and growth, internal process, financial affairs). This study is to prepare the theoretical ground on the management performance analysis of hospital DSS, and suggest the service quality of the system that should be considered in the planning and development stages for improved system.

• Journal of Information Technology Services
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• v.8 no.2
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• pp.1-22
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• 2009

Recently, improving service quality for customer satisfaction is one of the most important issues and the task for the growth of company. Furthermore, plenty studies are going on progress to develop service quality in IT industry. There have been so many researches of product quality on package software but yet the service quality of package software has been rarely studied before. Thus, the purpose of this study is to formulate a scheme on how to enhance the competitivity of package software company by analyzing the impacts of these two factors on the customer satisfaction, Word-of-Mouth intention and the reuse intention. The study models have been designed and the hypotheses have been made through the examination of the precedent literature about package software product and service quality. A questionnaire survey was performed to collect information, and the unit of analysis was a person who used package software. This study used the statistical technique such as regression analysis. This study may be utilized as basic data for building marketing strategies when package software companies offer service to customers.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.201-218
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• 2015

The purpose of this study is to verify a causal relationship between social tv services and intended acceptance of social tv service through the SERVQUAL five dimensions which mean generally assessment of superior user. Also I am going to analyze that how factors of intended acceptance of social tv service effect on intended acceptance through perceived usefulness and perceived ease of use based on Technology Acceptance Model which provides theoretical basis for behavior response of information technology. This study is significant that social tv combine the five dimensions of service quality that mean assessment of overall excellent or superior user and Technology Acceptance Model that provides theoretical basis for describing an behavior response of information technology.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.7
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• pp.533-543
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• 2021

The purpose of this research is to examine and analyze the effect of Relationship Marketing on service quality and customer loyalty, especially in the context of the retail industry. In retail industry, Relationship Marketing is the key to increase and maintain a large pool of customers. This research was conducted in North Sulawesi Province with a sample size of 155 supermarket customers. The sampling technique used for the study is the purposive sampling. Data was analyzed using SEM based on GeSCA components. The results showed that Relationship Marketing had a significant positive effect both on service quality and customer loyalty. The commitment, communication, conflict handling, and competence play an important role in improving service quality which ultimately makes customers loyal. In addition, the relationship between service quality and customer loyalty, also has significant positive findings. These findings are in line with the concept of SERVQUAL and The Commitment-Trust Theory. The implication of the managerial research is that supermarket managers in North Sulawesi must focus and emphasize more on the Relationship Marketing dimension especially in terms of commitment, communication, conflict handling, and competence. Once these factors can be met, the quality of service will increase, and it causes an increase in customer loyalty to shop more at the supermarket.

• Journal of Korea Society of Digital Industry and Information Management
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• v.7 no.1
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• pp.143-156
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• 2011

Mobile & Telecommunication industry have been improved in recent years, many different and different shape devices have been introduced and relative services also consistently have been developed as well. Mobile users also demand new service and diverse contents different from vice oriented services and its quality improvement. Recently Smartphone has shown up and changed Mobile & Telecommunication industry and lead activating the industry. Particularly Smartphone users enjoy many different functions and service provided by Application Market. Actually this Application Market would lead improving Mobile& Telecommunication industry. This fact is worthy of notice. Therefore This study focus on Application Market and analyse what determinants affect user's intention to use Application Market. Mainly e-Servqual and TAM model are applied and research model was established and empirically tested. As a result information, transaction and design quality significantly effect on user's intention and perceived usefulness and easy of use also significantly more effect on user's intention. There will be several implications to establish strategy for application market based on this results.

• The Journal of the Korea Contents Association
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• v.15 no.11
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• pp.456-466
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• 2015

This study is focusing to the keyword and blog advertising marketing services that are implementing a viral marketing utilizing keyword searches of the search portal and advertiser's blogs with convergent way. Through a case study for the company operating the service to pinpoint consumers to the advertisers site by indirect exposure via keyword advertising blog at the top of the search results, we analyzed the primitive service operation model on transactional relationship between the business players. We have a research purpose to generate improvement alternatives for the company's keyword advertising marketing services and operation solution using the survey study on the service quality perception and the perceptional gap between user groups. As results of study, we founded 4 types of the service solution and 4 models of service operating architecture on the transactional relations, and we recommended some improvements on the service and solution operation based on the SERVQUAL questionnaire analysis of the difference between the ads sponsor group and ads agency group.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.2
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• pp.328-339
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• 2010

This study was conducted to develop a service quality measurement scale suitable for the fast food restaurant segment. After reviewing the relevant literature, it was decided that the current service quality measurement scales (SERVQUAL, SERVPERF, DINESERV) are not appropriate for the fast food restaurant segment. Based on Cronin & Taylor's (1994) argument, perceived service quality is a form of attitude that represents a long-term overall evaluation of the company. Therefore, this study selected SERVPERF items for the initial pool of service quality items. Through a systematic scale development process, the SERVPERF instrument was then refined and a new concise scale was produced. Specifically, a focus group discussion with a group of patrons who are very familiar with fast food restaurants was conducted and the new service quality measure was refined so that it would be more realistic and closely describe service operation in the fast food industry. Moreover, the data collected from 112 college students who visit fast food restaurants frequently were used to statistically evaluate each of the items again via EFA (Exploratory Factor Analysis) and three sub-dimensions were derived: (1) responsiveness, (2) tangibles, and (3) reliability. Additionally, the data collected from 179 fast food restaurant consumers was used to conduct CFA (Confirmatory Factor Analysis). During this process, the convergent validity, discriminant validity, and internal consistency were double-checked. Overall, the newly developed scale achieved validity and reliability on a theoretical and statistical basis. Possible interpretations and managerial implications are also suggested.

• Journal of Korean Academy of Nursing
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• v.34 no.7
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• pp.1243-1254
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• 2004

Purpose: This study was performed to give direction to quality improvement strategies of nursing services by comparing the differences in quality perceptions and satisfaction for nursing services between patients and nurses in small-medium sized general hospitals with 200 beds. Method: The subjects, who were 150 inpatients and 162 nurses of 4 general hospitals in a community, answered a self-report questionnaire with a SERVQUAL scale. Result: There were differences between patients' and nurses' expectations and perceptions of nursing service and satisfaction. In the service expectation, the highest factor was 'the responsiveness', and in the perceived performance, the highest was the 'assurance'. In addition, overall patients' perceptions on nursing services showed higher than nurses'. There were positive correlations among the expectations and perceptions on nursing service, and satisfaction. The correlation between perception and satisfaction was higher than the correlation between expectations and satisfaction. Conclusion: To improve the nursing service quality at small-medium hospitals, strengthening the 'assurance' factor and improving the nursing service support system is needed. Also, this study on nurses' perceived nursing service at small-medium sized hospitals should be duplicated.

• The Korean Journal of Health Service Management
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• v.13 no.3
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• pp.105-114
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• 2019

Objectives: This study aimed to provide a comprehensive analysis of the relationship between the service quality of the Korea Health Industry Development Institute (KHIDI), along with the utilization of and customer satisfaction with its export supporting program, and the export performance of Korean pharmaceutical companies. Methods: An online and offline survey was conducted on Korean pharmaceutical companies that have used the export supporting program provided by KHIDI. Data on the service quality of KHIDI, utilization of and customer satisfaction with the export supporting program, and company export performance were collected via survey. Results: Results indicated that systemizing and reliability service factors of the export supporting program have a significant impact on customer satisfaction, and customer satisfaction has a significant impact on utilization of the export supporting program. Furthermore, customer satisfaction and utilization of the program have a significant impact on company expectations regarding future export performance. Conclusions: As a result, service quality, utilization, and customer satisfaction were found to affect Korean pharmaceutical company's expectations regarding their future export performance. The results of this study can significantly impact the development of export supporting programs.

• Industry Promotion Research
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• v.6 no.1
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• pp.9-13
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• 2021

In order to suggest the factors to be managed for customer satisfaction management in the franchise hair salon industry, a survey was conducted on the customers' experiences toward consumers who have experience using domestic franchise hair shop service in Korea. An online survey was conducted for 1,000 consumers who had used the top five franchise hair salon services within 6 months of the survey. According to the result of research on service quality(SERVQUAL)'s 5 factors- tangibleness, responsiveness, assurance, reliability, and empathy, assurance has the greatest impact on satisfaction, followed by responsiveness, empathy, reliability, and tangibleness. The service quality satisfaction of the five companies surveyed was 3.77 out of 5, indicating that there is much room for future satisfaction. This study aims to provide information on which factors should be invested more with limited resources to improve customer satisfaction.