• 품질경영학회지
• /
• 제29권2호
• /
• pp.17-28
• /
• 2001

As service firms continue to seek unique sources of sustainable competitive advantage, service quality has been discussed as a potential alternative to traditional skills and sources. The information of customers is generally believed to be a key component in creating corporate responsiveness to customer requests. In order to develop and maintain long-term close relationships with customers(CRM), service firms need to build an effective and ongoing service quality information system(SQIS). Service firms that formally collect customer-related information and internal service quality information were to be more responsive. The purpose of the present study is twofold. 1. How to nicely get the information on the service quality. 2. How to build a SQIS. One of numerous examples from financial service-sector firms is given to show that SQIS can be developed to improve service quality. This paper investigates SQIS of a Korean commercial bank as an example. Implications and strategies for building an effective SQIS for financial service-sector firms are discussed, and directions for future research are indicated.

• 경영과학
• /
• 제26권3호
• /
• pp.67-78
• /
• 2009

In this paper, I analyze the mobile broadband services market characterized by vertical and horizontal differentiation. Vertical differentiation as service quality differentiation is based on the transmission speed of mobile internet service and horizontal differentiation as spatial differentiation is based on the service coverage. Theoretical explanations for the competitive price policy have been developed in the game context of WiBro which represent the high quality within the limited service coverage and HSDPA which represent relatively low quality with nation-wide service. When the WiBro has a mobile broadband service quality advantage and the difference in quality is sufficiently low, the price of WiBro with limited service coverage is relatively lower than that of HSDPA. This occurs because the advantage of WiBro's vertical service differentiation is offset by the disadvantage of horizontal differentiation. The difference in the quality of mobile internet service, however, is not too high, the price of WiBro is relatively higher than that of HSDPA. Moreover, when the service quality of WiBro is sufficiently high, the low quality HSDPA service faces no demand.

• 한국조리학회지
• /
• 제18권1호
• /
• pp.199-212
• /
• 2012

본 연구의 목적은 한식의 세계화에 대해 정부, 학계 및 외식업계에서 많은 관심을 갖고 있는 이 시점에 외식업체 중 한식당을 대상으로 서비스 품질이 고객만족과 경영성과에 어떤 영향을 미치는가를 울산지역에 거주하고 있는 고객 188명을 대상으로 실증 분석하였다. 연구의 목적을 달성하기 위해 SPSS 12.0 프로그램을 통해 빈도분석, 요인 분석, 신뢰성 분석, 상관 분석, 다중회귀 분석을 실시하였다. 분석 결과를 보면, 한식당의 서비스 품질은 3개의 요인으로, 고객만족과 경영성과는 1개 요인으로 추출되어졌으며, 서비스 품질과 고객만족, 경영성과간의 관계 분석에서 모두 정(+)의 상관관계가 있는 것으로 나타났다. 한식당의 서비스 품질은 물리적 환경, 인적 서비스, 편리성 순으로 고객만족에 영향을 미치는 것으로 나타났다. 한식당의 서비스 품질은 인적 서비스, 물리적 환경 순으로 경영성과에 유의적인 영향을 미치는 것으로 나타났으며, 한식당을 이용한 고객의 만족은 경영성과에 p<0.001로 유의적인 영향을 미치는 것으로 나타났다.

• 한국병원경영학회지
• /
• 제15권4호
• /
• pp.78-99
• /
• 2010

In this study, we examined the effects of healthcare staffs' perceived service quality(E-PSQ) on patients' perceived service quality(P-PSQ) leading to patients' satisfaction(P-CS) and the effects on guardians' perceived service quality(G-PSQ) also leading to guardians' satisfaction(G-CS). To investigate the causalities of the factors, we collected national wide samples of 144 hospitals, 721 healthcare staffs, 1456 patients, and 1455 guardians of the patients. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of healthcare staffs' perceived service quality led to increase of patients' perceived service quality. Second, healthcare staffs and guardians of patients were also related by perceived service quality. Third, patients' perceived service quality would lead to service satisfaction of patients, Fourth, guardians' perceived service quality would also lead to service satisfaction of guardians. The findings implied service managers of hospital settings should pay attention to healthcare staffs' perception of service quality as well as those of patients and guardians. With such strategy, hospitals could survive the drastically changing environments of current healthcare service area.

• 동아시아식생활학회지
• /
• 제18권5호
• /
• pp.841-848
• /
• 2008

This study attempted to find more efficient ways of managing human resources through the effect of service quality and affect response on job satisfaction of the employee in the food service industry. Quality of service to the customer has an effect on the response of the employee. Therefore providing a high quality of service quality to. the customer is an important factor that contributes to a positive work environment for employees in the food service industry. For this study, research data was collected from employees of various restaurants. Among a total of 170 collected questionnaires, 20 incomplete samples were eliminated and consequently a final 150 completed questionnaires were provided. The SPSS/win 12.0 was used for statistical analysis: frequency analysis, factor analysis, reliability analysis and regression analysis. It is recommended that the food service industry should provide a positive work atmosphere which is satisfactory to the employee based on the needs of the employee. This study indicated that the quality of service quality affected the response and job satisfaction of employees in the food service industry.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2005년도 추계학술대회
• /
• pp.264-275
• /
• 2005

This paper is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, interactional, and distributive justice have affirmative relation with trust, and also trust has close relation with service quality. Therefore, trust appeared to have fully mediating effect on the relationship between organizational justice and service qualify.

• 한국경영과학회:학술대회논문집
• /
• 한국경영과학회 2006년도 추계학술대회
• /
• pp.191-195
• /
• 2006

Recent studies show that effective service recovery has a positive influence on customer satisfaction and loyalty. We also see the positive relationships among logistics service quality, customer satisfaction and repurchase intentions. Most logistics service suppliers have strategy regarding service recovery and logistics service quality. Therefore, we try to find simultaneous influence of service recovery and logistics service quality on customer satisfaction in the online shopping mall case. We, furthermore, examine the relationship among satisfaction and relationship quality.

• 한국전자통신학회논문지
• /
• 제6권2호
• /
• pp.219-224
• /
• 2011

현재 널리 확산되고 있는 모바일 인터넷 음성 서비스의 품질 관리는 기존의 계측기를 동원한 사후 측정 기반으로는 불가능하다. 보다 체계적인 품질 관리를 위하여 서비스 이용자 단말기에 품질 측정 소프트웨어를 설치하고 서비스 품질을 상시 측정하는 실시간 혹은 사전 품질 관리 체계가 제안된 바 있다. 제안된 품질 관리 체계가 실현되기 위한 필수적인 조건은 품질 측정 소프트웨어의 신뢰성이다. 따라서 본 논문에서는 개발된 품질 측정 소프트웨어의 신뢰성을 검증하기 위한 품질 측정을 실시하였고 그 결과에 대해서 논하고자 한다.

• 한국경영과학회지
• /
• 제35권2호
• /
• pp.37-51
• /
• 2010

Understanding the antecedents of high public usage of national R&D facilities is a critical issue for both academics and facility managers. Previous researchrelated to general service management has identified service quality and user satisfaction as important antecedents of reuse and recommendation intention. The current paper reports findings from a survey which looked into the impact of service quality dimensions and user satisfaction on reuse and recommendation intention in the field of R&D facility public usage. Findings indicate that service quality appears to be linked to user satisfaction, and user satisfaction to be linked to reuse and recommendation intention. Findings also indicate that user satisfaction played as a mediator on the relationship between service quality and reuse/recommendation intentions in R&D facility public usage domain.

• 품질경영학회지
• /
• 제39권4호
• /
• pp.565-572
• /
• 2011

Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.