• The Journal of Asian Finance, Economics and Business
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• 제7권11호
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• pp.401-411
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• 2020

This study aims to analyze the agreement of service innovation using contingency approach (manager personality, organizational structure) moderated by leadership agility. The study has been carried out on Islamic banking companies' managers in Indonesia, from East Java and Yogyakarta region using purposive sampling technique with questionnaire and interviews as the method of data collection. The total number of respondents in the sample is 184. This sample is then analyzed using Euclidience Distance Simple Regression and Simple Regression Moderation method. The results prove that: (1) there is a partial fit between incremental strategy with reactive personality and mechanical organizational structure, which increases the service performance; (2) there is a partial fit between radical strategy with proactive personality and organic organizational structure, which increases the service performance; (3) leadership agility is able to strengthen the fit of the relationship between incremental innovation strategy and reactive personality toward service performance; (4) leadership agility is able to strengthen the fit the relationship between radical innovation strategy and proactive personality toward service performance; (5) leadership agility is able to strengthen the fit of the relationship between incremental innovation strategy and mechanical organizational structure toward service performance; and (6) leadership agility is able to strengthen the fit of the relationship between radical innovation strategy and organic organizational structure toward service performance.

• 가정과삶의질연구
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• 제24권6호
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• pp.17-31
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• 2006

The purpose of this study was to develop the model of consumer satisfaction with educational services in higher education on the basis of expectation-disconfirmatiom theory. The major findings were as follows : 1. The level of consumer satisfaction with educational services in higher education was low. Among the four dimensions of the educational services in higher education, the level of consumer satisfaction was the highest with 'education' and lowest with cost. 2. In the model of national university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the additional service had the greatest casual effect among them. 3. In the model of private university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the core service had the greatest casual effect among them.

• 유통과학연구
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• 제18권8호
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• pp.15-22
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• 2020

Purpose: The purpose of this study is to measure the effectiveness of corporate social responsibility and service on consumers' risk perception, which ultimately influences satisfaction. Research design, data, and methodology: This study adopted experimental scenario questionnaires: 2 CSR conditions (with and without CSR) and 2 service outcomes (successful and unsuccessful). Multiple regressions were conducted to examine hypotheses. A total of 217 responses were gathered for research analysis. Results: The results of this study found that the performance risk perception and satisfaction of consumers were affected by both CSR and service. CSR was not found, however, to have a moderating effect on performance risk perception or satisfaction. Additionally, performance risk perception affected consumer satisfaction. Conclusion: The results of this study indicate that consumers respond to the conditions of company's CSR and service outcomes when they stay at hotels. Findings of this study suggest service outcomes and CSR had an effect on performance risk perception and satisfaction, although CSR did not moderate the effect of service outcomes for both performance risk perception or satisfaction. Therefore, providing satisfactory customer service and undertaking CSR activities are critical to achieving consumers' overall satisfaction.

• 유통과학연구
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• 제21권1호
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• pp.65-72
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• 2023

Purpose: The purpose of this study was to determine the effect of Service Quality on Brand Performance through Satisfaction at an aviation campus in the Special Region of Yogyakarta, Indonesia. Research design, data, and methodology: This research design was hypothesis testing using primary data obtained by distributing questionnaires directly to 200 respondents who were active students at an aviation campus in the Special Region of Yogyakarta, Indonesia. The analytical method used was the Structure Equation Model (SEM). Results: The results of this study show that: (1) there was a significant and positive relationship between Service Quality and Satisfaction, (2) there was a significant and positive relationship between Satisfaction with Brand Performance, and (3) there was a significant and positive relationship between Service Quality and Brand Performance. Conclusion: This study concludes that for the dimension of Academic service quality distribution from the service quality variable, it is suggested to improve detailed recording by academic teaching staff. For the dimensions of Administrative Service Quality distribution from the Service Quality variable, it is recommended to increase the hospitality in the campus environment. For the dimensions of Facility Service Quality distribution from the Service Quality variable, it is recommended to increase satisfaction in terms of facilities on campus. For the Satisfaction variable, it is suggested to improve the performance of the staff and the academic community.

• 서비스연구
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• 제7권4호
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• pp.109-126
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• 2017

효과적인 서비스실패 회복 전략을 모색하는 기업이 증가하면서 복합적 서비스회복 전략을 사용하는 기업이 종종 목격되고 있다. 그런데 서비스실패 회복 전략에 관한 대부분의 연구는 단일 회복 전략에 집중하고 있어 현실 세계에서 목격되고 있는 보상적 할인과 재서비스 등 서로 다른 비용구조를 지닌 복합적 서비스회복 전략을 충분히 조명하지 못하고 있다. 이러한 문제의식을 토대로, 이 연구에서는 기존고객에 대한 인센티브를 조명한 Biyalogorsky, Gerstner, and Libai(2001) 모형을 서비스실패 회복 인센티브를 조명한 Zhu, Sivakumar, and Parasuraman(2004) 모형과 접목한 게임모형을 통해 서비스실패 상황에서 서비스회복을 위한 보상적 할인과 재서비스 등 서로 다른 인센티브의 적절한 배합구조는 어떻게 형성하는 것이 유리한지, 서비스실패 심각성이나 재구매에 필요한 최소만족요구수준이 달라질 때 이러한 균형은 어떤 영향을 받게 되는지 등을 살펴보는 이론적 연구를 시도하였다. 이 연구의 주요 발견점은 다음과 같다: (1)서비스업체는 서비스실패 회복 전략으로 보상적 할인과 재서비스 함께 고려함으로써 이윤을 증대시킬 수 있다. (2)서비스업체가 서비스실패 회복을 통해 고객 유지를 도모하는 경우, 서비스실패 심각성이 일정 수준 이하일 때는 서비스실패에 따른 효용감소가 심할수록 보상적 할인과 재서비스 수준을 늘리는 것이 바람직하지만, 서비스 실패 심각성이 일정 수준 이상일 때는 서비스실패에 따른 효용감소가 심할수록 보상적 할인만 늘리고 재서비스 수준은 줄이는 것이 바람직하다. (3)고객 유지에 필요한 최소만족수준이 높을수록 총 보상 수준을 높이되, 총 보상 중 보상적 할인 비중을 높이는 것이 바람직하다.

• 한국경영과학회지
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• 제33권2호
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• pp.45-73
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• 2008

Quality has long been considered as an important factor in creating competitive advantage, and researches on quality have not been limited to off-line products but actively extended to e-services and information goods. However, given the nature of multi-dimensional aspect of quality, the systematic study on the quality of online service is still in its early stage. Especially, studies on the quality of ASP services have been rare in academic and professional journals despite the growth of ASP industry in its size and the rapid expansion in the range of application. In this paper we clarified the multi-dimensional quality aspects of the ASP service using a Garvin's framework (1984) which encompasses the service aspects of Products, and developed a measurement model for ASP service qualify. Then we empirically tested the effects of ASP service quality on user satisfaction and perceived firm performance using the data from 240 Korean small firms with less than 50 employees that had experienced the ASP service. Our results show that there are positive relationships among ASP service quality and personal performance, user satisfaction and perceived firm performance, and that product and service-related aspects of ASP service exert differential effects on performance measures so that the product-related aspects of the ASP service such as performance, features, reliability and conformance are considered to be more important in evaluating benefits from ASP services. Contrary to the approaches In literature where only the quality of online services is evaluated, our results emphasize the importance of differentiating Product and service-related aspects of ASP service and provide a basis for more comprehensive evaluation of ASP service quality.

• 통상정보연구
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• 제12권3호
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• pp.3-34
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• 2010

The purpose of this study is first to identify the dimensions of a trade show's service quality and the dimensions of the exhibitors' show performance, and thereafter determine the relationship between the trade show's service quality and the exhibitors' show performance. This study attempted empirical research, together with a literature review, to discover the effect of service quality upon on exhibitors' performance. A survey was conducted during an international trade show that was held in Korea where more than 100 businesses participated. The sample was selected from among the people who were in charge (e.g., managers) of their own private businesses. As a result, the study validated nine dimensions of a trade show's service quality: host and public relations, security, reputation and reliability, access, customer service, exhibition program, physical facilities, convenient facilities, and attendance cost. The study also identified five dimensions of the performance of participants: sales performance, information collection, networking, image building, and motivation. Overall, the empirical results of this study verified that there is a correlation between the performance of exhibitors and the service quality. of trade shows.

• 정보처리학회논문지:소프트웨어 및 데이터공학
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• 제1권3호
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• pp.149-158
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• 2012

최근 서비스 기반의 소프트웨어 개발이 사용자의 다양한 요구를 충족시킬 수 있는 하나의 솔루션으로 부각되면서, 안정적인 서비스의 조합을 통하여 보다 큰 서비스를 제공하려는 시도가 증가하고 있다. 그러나 조합된 서비스의 개발시 고려되어야 하는 사항중의 하나는 사용자의 입장에서 서비스의 정확성과 함께 신속성을 제공해야 한다는 것이다. 왜냐하면 사용자가 서비스의 요청 과정에서 늦은 응답으로 인하여 실행 버튼을 중복적으로 클릭하는 행동을 보이기 때문이다. 본 논문에서는 조합된 서비스의 성능을 측정하기 위한 테스팅 프레임워크를 제시한다. 즉, 조합된 서비스의 실행 시간을 측정함으로써, 개발자에게 서비스의 성능을 분석할 수 있는 도구를 제공한다. 이러한 실행시간 측정을 위하여 본 연구에서는 Aspect 컴포넌트를 이용하는 타이머 서비스를 개발하여 기존 웹 서비스들과 연동할 수 있도록 하였다. 또한 몇 실험을 통하여 조합된 서비스의 성능 테스트가 가능함을 확인하였다. 제시한 프레임워크는 조합된 서비스를 구성하는 단위 서비스 중에서 가장 많은 시간이 소요되는 서비스를 식별하고 필요에 따라 다른 서비스로 대체할 수 있는 서비스 개발을 가능하게 한다.

• 한국건축시공학회:학술대회논문집
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• 한국건축시공학회 2014년도 춘계 학술논문 발표대회
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• pp.168-169
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• 2014

Construction Technology Service is currently hardly managed due to failure to offer standard management system of service performance, company performance, and business evaluation in every Ordering Agencies. After Construction Technology Promotion Act is enforced in May 2014, Ordering Agency obligates them to report to Minister of Land and Transportation within 10 days upon contract/ amendment/ completion. In 2013, in advance to enforcement of this law, performance management system for construction technology service was developed for a test run. However this system only applies to main contractors while management and operation of subcontractors are unavailable that causes problems on connection and integration with Experience Management Trustee. Therefore, this research will establish systematic foundation that enables real-time information of service performance and evaluation of subcontractors to result standardization of performance and evaluation for public ordered services.

• Journal of the Korean Data and Information Science Society
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• 제19권4호
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• pp.1123-1131
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• 2008

A considerable amount of research has focused on the dimensionality of service failure and recovery construct. This paper is focused on service failure and recovery in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted Kau and Loh's Service recovery measurement scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in pre-purchase expectation and post-purchase actual performance of 4 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The paired t -test is used to test difference of pre-purchase expectation and post-purchase actual performance for service recovery measurement scale's 4 dimensions of the 2 restaurant types. But, there is significant difference between pre-purchase expectation and post-purchase actual performance in the 2 restaurant types.