• Journal of Multimedia Information System
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• v.7 no.1
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• pp.55-72
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• 2020

As the IT service environment grows, it is critical in terms of IT service quality to minimize the occurrence of failures due to changes in applications and to diagnose and recover in a short period of time how failure will affect the business. Thus, the Defense Acquisition Program Administration (DAPA) has been building and operating ITSMs to implement IT service management in a leading manner. Information Technology Service Management (ITSM) is divided into events, obstacles, changes, versions and setup management to ensure flexibility and stability in service delivery. It is also operated separately from service level, availability, capacity, financial and IT service continuity management to ensure service quality and cost efficiency. Based on ITSM military service history, this study looks at the impact of quality of service on value, satisfaction, and trust. The results of the analysis are highly valuable for future ITSM implementation and operation.

• Journal of Fisheries and Marine Sciences Education
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• v.28 no.5
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• pp.1378-1387
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• 2016

The purpose of this study is to extract the factors affecting service quality, customer satisfaction, and customer loyalty and to find out what effect service quality & customer satisfaction, service quality & customer loyalty, and customer satisfaction & customer loyalty respectively. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Also, the hypothesis between service quality of ship management companies and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.3
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• pp.148-154
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• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• Journal of Korean Society for Quality Management
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• v.41 no.1
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• pp.95-108
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• 2013

Purpose: The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction. Methods: This study employed structural equation modeling methodology analyzing 265 samples collected. Results: This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice. Conclusion: This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction.

• Journal of Korean Society for Quality Management
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• v.45 no.3
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• pp.483-501
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• 2017

Purpose: Recognizing the limitations of the previous researches that measured the quality of airline service quality only with partial evaluation items of cabin service quality. the purpose of this study is to standardize and develop assessment of the airline cabin service quality with considering the characteristics of cabin service and customer needs. Methods: The proposed method of this paper was the empirical items of airline cabin service quality was derived through reviewing and comparing the previous researches, industrial indicators like Skytrax and KS-SQI and NCS. Results: The result of this research proposed CSQ (Cabin SERVQUAL) which could consist of seven dimensions, separated by five direct customer satisfaction factors and two indirect factors required for providing customer service. Conclusion: The developed CSQ can be used for airline service quality measurement which will achieve establishing a strategy to improve customer satisfaction and satisfaction of Airline's employee.

• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• International Journal of Quality Innovation
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• v.9 no.1
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• pp.113-133
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• 2008

In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

• Architectural research
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• v.18 no.1
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• pp.21-29
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• 2016

Importance of FM has rapidly increased because of its growing business. However, due to lack of clarity and identity of FM in professional areas, standardization of FM became to be imperative in such a rapidly changing global business environment. Facility services are defined as the provision of support the primary activities of an organization, delivered by an internal or external provider. Majority of FM activities are services related to 'space and infrastructure' and 'people and organization' (CEN, 2011). The purpose of this study is to investigate definitions and characteristics of FM from both globally and domestic environment, by comparison with international or national standards, to identify quality management in FM and service characteristics of FM, to investigate the differences in service level elaboration in FM, and to suggest standard issues of quality management in FM service quality. This study examines contents of the European Standards in FM, Part 3 'Guidance on quality in Facility Management, especially for the process of QM standardized by CEN (2011) and explores undefined issues such as service level, measurement metrics according to service characteristics of FM. The European FM Standard guides the common process of QM in terms of requirements specification, service level elaboration, measurement metrics development although it does not specifically address various service levels, specific performance metrics and indicators.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.4
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• pp.235-240
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• 2009

This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.