• 정보기술응용연구
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• 제2권1호
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• pp.25-53
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• 2000

Parasuraman, Zaithmal, 그리고 Berry에 의하여 개념화된 서비스의 결정 요인인 신뢰성, 반응성, 보장성, 공감성, 유형성의 차원이 WIS환경에서 적합한지 분석한 결과 측정척도로서 SERVQUAL을 사용할 경우 반응성과 보장성, 공감성과 유형성, 신뢰성의 3개 요인으로 사용되어 질 수 있으며, SERVPERF를 사용할 경우 5개 요인이 사용되어질 수 있었다. 품질결정요인 중 신뢰성과 유형성이 유의하게 서비스 품질에 영향을 미치는 것으로 나타났다. 컴퓨터 사용환경이 더욱 분산된 형태를 띠는 WIS환경에서는 사용자 지원서비스를 위하여 공식적 정보센터뿐만 아니라 비공식적 정보센터를 효율적으로 활용해야 할 것이다.

• 한국의류학회지
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• 제47권6호
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• pp.1038-1056
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• 2023

This study investigates the effects of ChatGPT's quality characteristics (service and information) on purchase intention and word of mouth intention. We distributed questionnaires among domestic men and women aged in their 20s and 30s who had experience of using ChatGPT. A total of 222 responses were subjected to frequency analysis, factor analysis, correlation analysis, and multiple linear regression analysis using the IBM SPSS statistical program version 26. The major findings were as follows: (1) The factors of service quality were categorized as Tangibility, Reliability, Empathy, and Assurance, while the factors of information quality were categorized as Recency, Accuracy, and Usefulness. (2) Among the service quality factors of ChatGPT, two factors (Reliability and Empathy) significantly impacted purchase intention, and three factors (Tangibility, Reliability, and Empathy) significantly affected word of mouth intention. (3) Among ChatGPT's information quality factors, two factors (Usefulness and Recency) had a significant effect on purchase intention, and two factors (Usefulness and Accuracy) exerted a significant influence on word of mouth intention. (4) Purchase intention had a significant effect on word of mouth intention.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2006년도 춘계 종합학술대회 논문집
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• pp.118-121
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• 2006

보험상품 서비스의 중요성은 더욱 가중되고 있으며 보험 서비스에 대한 기존의 연구들은 구매행동, 라이프스타일에 대한 연구를 중심으로 이루어져 오고 있으며 최근에는 보험상품 서비스에 대한 연구의 지속적인 필요성이 대두된다. 따라서 본 연구에서는 기존의 연구들을 토대로 하여 보험상품 서비스의 특성으로서 보험사의 특성(보험사의 이미지, 정보제공, 보장성), 보험설계사의 특성(전문적 지식, 고객배려), 보험상품의 특성(상품의 다양성, 맞춤상품)이 고객만족에 어떠한 영향을 미치는 가에 대하여 살펴보고자 한다.

• 한국직업건강간호학회지
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• 제17권2호
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• pp.191-201
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• 2008

Purpose: The purpose of this study were to investigate the health status and to identify the influencing factors on health status by gender among service workers. Method: Data were collected from the self-reported survey of 781 service workers in sales, food & lodging industry. The data were analyzed by descriptive statistics and multiple linear regression analysis using SPSS Win 10.0. Result: The influencing factors of male workers' health status were job satisfaction, standing hour during work time, physical work environment, job demand and family support. The influencing factors of female workers' health status were job satisfaction, emotional labor, physical work environment, regular exercise, standing hour during work time, social support and age. Conclusion: Gender specific occupational Health program for service workers should be developed in consideration of these influencing factors.

• 한국IT서비스학회지
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• 제17권3호
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• pp.157-169
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• 2018

This study aims to examine the factors influencing user attitude toward Smart Home service as the demand of Smart Home service is increasing and it somewhat involves privacy risk. To this end, the research model includes five independent variables, trust in service provider, perceived privacy risk, self efficacy, interpersonal influence, and external influence, influencing the attitude toward Smart Home service. So, this study aims to analyze which variable is the most critical and influential among the five factors and suggest the direction of Smart Home industries. This study first reviews the literature on Smart Home services and describes its Korean situation. Data were collected from residents living in a smart apartment complex. The results show that (1) users have a very positive attitude toward Smart Home service in total, (2) trust in service providers, self efficacy, and interpersonal influence positively impact user attitude toward Smart Home service and interpersonal influence is the most influential variable, however, (3) perceived privacy risk and external influence dose not significantly impact it. These results imply that the role of service providers, self efficacy, and interpersonal influence are important factors on the user attitude toward Smart Home service. Finally, the study's findings and limitations are discussed and potential avenues for future research are suggested.

• 한국의류학회지
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• 제34권8호
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• pp.1290-1302
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• 2010

This study examines the effects of competency and service orientation of imported fashion luxury brands salespersons on the organizational commitment and service delivery level. Questionnaire data from 162 salespersons of imported fashion luxury brands were analyzed. The results were summarized as follows. First, self-management ability, professional executive ability, and the friendly attitude of six competency factors had significant effects on organizational commitment. Second, professional executive ability, self-management ability, and friendly attitude of the six competency factors had significant effects on service delivery level. Third, all factors of service orientation had significant influences on organizational commitment. Finally, special treatment/awareness of needs and instant response/communicative skill of three service orientation factors had significant influences on the service delivery level.

• 보건의료산업학회지
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• 제11권4호
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• pp.77-88
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• 2017

Objectives : To examine the factors associated with the use of the prenatal care services provided by the Ministry of Gender Equality and Family by married migrant women in Korea. Methods : We employed data from the 2015 Nationwide Multiculturale Family Survey. We selected 19- to 39-year-old married immigrant women with children aged 5 years or less for the study (N=1,579). We included four predisposing factors, six enabling factors, and two need factors based on the Andersen's Health-care Utilization Model. Results : Only one third of married immigrant women(31.6%) used prenatal care service and 45.9% of them reported prenatal care service needs. Area of residence, country of birth, and Korean language proficiency were significantly associated with prenatal care service use. Further, age, country of birth, length of time in Korea, household income, and discrimination experience were significantly associated. Conclusions : Findings suggest the need to develop strategies to improve accessibility to prenatal care service use especially for married immigrant women from developing countries, low-income families, having poor Korean language proficiency or having discrimination experience.

• 한국의류학회지
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• 제28권1호
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• pp.12-21
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• 2004

The purposes of this research were (1) to identify service quality and apparel quality in apparel stores, (2) to examine the influence of service quality, product quality and price on customer satisfaction, (3) to examine the influence of service quality, product quality, price and customer satisfaction on repurchase intention that is important feature of store patronage. The data was collected from 435 female students, career women, and house wives using questionnaire and analyzed by frequency analysis, factor analysis, reliability analysis and regression. The results of this research were as follows: (1) Service quality in apparel stores was divided into six factors: facilities and policy/ salesperson VMD/ after service/ impression and atmosphere/ promotion. (2) Product quality was divided into four factors: objective feature/ expressive feature/ wearing sensation/ fitness. (3) Service quality, product quality, price influenced customer satisfaction. (4) Product quality, price and customer satisfaction influenced repurchase intention directly, but service quality influenced repurchase intention indirectly. (5) Service quality factors that influenced customer to have repurchase intention were facilities and policy, salesperson, and VMD. (6) Product quality factors that influenced customer to have repurchase intention were objective feature and wearing sensation.

• 산업경영시스템학회지
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• 제32권1호
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• pp.137-146
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• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.

• 한국의류산업학회지
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• 제12권5호
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• pp.657-666
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• 2010

As the beauty industry has strong intangible attributes unlike the other service industry, the provision of service quality capable of fulfilling customer's desire and customer's satisfaction activity due to this are important. The purpose of this research is to provide marketing materials capable of maximizing consumer's satisfaction as a study on assessment of service quality according to a character type of customers by beauty shop type with the target of customers using a beauty shop. The sub-dimension of a personality type of beauty shop's customers is five factors, which were named neurose, sincerity, extroversion, openness and affinity, and the sub-dimension of service quality is five factors, which were named specialty, responsiveness, empathy, tangibility and reliability. It could be known that the service quality according to the character type of customers by beauty shop has influence on all of tangibility, reliability, expertise, responsiveness and empathy factors. Accordingly, this research would be utilized as good material for service improvement that can divide service quality by beauty shop and maximize satisfaction of consumers. Based on the above research results, marketing implications are that the customized promotional management according to the character type of customers by beauty shop is necessary and the granular management manual according to customer's differentiation by beauty shop is necessary. The effect that a personality type of customers by beauty shop has on the empathy factor among service quality factors shows a significant difference in neurose and openness factors in case of beauty salons, and shows a significant difference in sincerity and openness factors in case of skin care salons.