• 대한지역사회영양학회지
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• 제5권2호
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• 한국병원경영학회지
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• 제17권3호
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• pp.37-56
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• 2012

The purpose of this study is to analyze effects of medical service quality on the customer satisfaction and intention of revisit in long-term care hospitals. To achieve purpose of the research, the data was collected from 321 patients in 8 long-term care hospitals using a standardized questionnaires. Using the structural equation modeling(SEM), this study examines the relationship among medical service quality, customer satisfaction and intention of revisit. The results show that the medical service quality factors such as convenience and accessibility have positive effects on the customer satisfaction which positively relates to intention of revisit. Medical expertise of the service quality factors has positive influence upon intention of revisit in long-term care hospitals. Therefore, the results of this study show that the medical service quality factors which are convenience and accessibility leading to customer satisfaction are important factors to select long-term care hospitals.

• 유통과학연구
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• 제13권8호
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• 품질경영학회지
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• 제24권4호
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• pp.124-140
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• 1996

This study aims to deveop a methodology for measuring the level of service quality in the air transportation. To measure the level of service quality, the approach taken here deals with not only the facility factors but also qualitative factors such as comfort and convenience as the influencing elements for service quality. The contents of this study can be summarized as follows: (1) For the systematic developement and management of air service, service factors of the air transportation are classified by AHP(analytic hierarchy process). (2) In computing the weight of service factors, a pairwise comparison method in AHP is used. (3) This study will suggest a method of measuring the competitive level of air service, and a result of an empirical study appling the method developed.

• 지식경영연구
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• 제11권1호
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• pp.1-17
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• 2010

As information technology had shown tremendous development in late 20th century, various service opportunities appeared in many industries. Also, new types of service are becoming available such as, reservation, teleconsultation, telemedicine. In health care industry, in which, many hospitals are faced operational difficulties and competing impetuously, a web site has become a effective tool to attract patients and transfer tremendous health information to the patients. This study is based on many previous researches on online service quality, try to figure out e-service quality factors of health information sites, and the factors' effect on users' satisfaction on the web site via providing knowledge and trust on the web site. As a result, usability, site aesthetic, responsiveness and security are the 4 factors to measure e-service quality of health information web site. All factors except site aesthetic have significant effects on providing knowledge, security only effects on trust on the web site.

• 대한안전경영과학회지
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• 제9권6호
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• pp.97-103
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• 2007

This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

• 대한안전경영과학회지
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• 제10권4호
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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.

• 한국IT서비스학회지
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• 제20권3호
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• pp.103-118
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• 2021

With the advancement of technology, the market size of online bookstores is constantly increasing in Korea. Despite the importance of the quality of services provided by online bookstores as many customers use online bookstores, many existing studies have approached only from a linear perspective that satisfying service quality factors will lead to customer satisfaction. In addition, the service quality of online bookstores has only been addressed in general and universal service situations, such as SERVQUAL and e-SERVQUAL and WebQual, or online situations. This study was conducted to consider the specificity of online bookstores and to establish specific strategies for improving service quality. In this study, we present six higher dimensions of service quality for online bookstores and 25 lower dimensions to measure it, and we confirm strategic direction for service quality elements through IPA analysis. As a result of the analysis, a total of 12 factors were included in the first quadrant, which required maintenance of service quality due to the high importance and satisfaction perceived by customers. Next, the importance of customers is high, but their satisfaction is low, so the second quadrant that should be improved first had a total of two factors. Third, the third quadrant was an area where customers perceived low importance and satisfaction, and a total of nine factors were involved. Finally, the fourth quadrant was an area where the customer was satisfied but perceived low importance, with a total of two factors. The results of this study can be used as basic data for strategic use of online service quality factors.

• 통상정보연구
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• 제10권4호
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• pp.125-151
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• 2008

Website service quality is widely accepted as one of the key determinants of online business success. Several studies identified key factors that determine the website service quality factors appropriate for online business environments. A convention and visitors bureau (CVB) website is a service portal that delivers information online about a destination so users can develop an overall image of the location. CVBs struggle to deliver positive destination images because the competition among destinations to host conventions is intense. In spite of the important role of CVBs and the beneficial spillover effect of CVBs, there are few studies available reporting on the unique service qualities of a CVB website. The primary purpose of this study was to examine the determining factors that are appropriate for CVB websites from the meeting planners' perspective. The research questions arc: What are the determining factors of service quality of a CVB website? Do the determining factors of CVB website service quality positively influence meeting planners' satisfaction? The new conceptual framework was developed from a variety of destination marketing and Internet marketing concepts: e-servicescape management, web community network, Internet service encounter management, and online system quality. Empirical results indicate that three of the four factors, that is, e-servicescape, web community network, and online system quality are important determinants in evaluating CVB website service quality. The findings also show that three determinants have significant and positive influence on meeting planners' satisfaction. The findings from this study will provide meaningful advice for CVB website quality management. To enhance the CVB website service quality and satisfaction level of meeting planners, these three determinants' should be considered of the utmost strategic importance and priority.

• 동아시아식생활학회지
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• 제16권4호
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• pp.474-480
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• 2006

The purpose of this study was to obtain strategies for more effective management of family restaurants. A quantitative methodology was used to obtain the results. A questionnaire was designed to elucidate consumer dining patterns, as well as the factors that are important for consumers satisfaction in terms of the foodservice quality. The questionnaires were used to gather information from consumers at family restaurants and were then analyzed and evaluated. The results of this study indicated that there were important factors related to consumer satisfaction and the service aspects of family restaurants. As the results of empirical analysis, service quality factors in family restaurants were categorized into four factors such as inner shape of food, outer shape of food, facilities and service factors respectively. The analysis showed statistically significant difference at the 5% significance level in outer shape of food, facilities and service factors. These results will be used to assist in menu planning and quality reforms in the foodservice industry.