• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.517-526
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• 2020

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.

• Journal of Korean Society for Quality Management
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• v.47 no.4
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• pp.875-894
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• 2019

Purpose: This research is the impact of service quality of Economy Hotels on customer satisfaction and Re-visit Intention in China. It reviews the empirical theories about Economy Hotels at home and abroad, based on SERVPERF, combines with the actual situation of China's Economy Hotels, and then constructs based on the research results at home and abroad. In the subfactor of service quality, "recovery" is added, and the relationship model between the service quality of Economy Hotel, customer satisfaction and Re-visit Intention is designed, in which the mediated effect of "customer satisfaction" between the service quality's subfactor and Re-visit Intentio is explored. Methods: 334 questionnaires were distributed to the check-in guests of three Home Inns in China's first-tier cities (ShangHai,BeiJing,ShenZhen), of which 300 were valid for data analysis. Result: The data analysis results show that the Economy Hotels' subfactor of service quality have a positive impact on customer satisfaction and Re-visit Intention, and customer satisfaction also plays an mediated effect. (partial mediation: tangible, reliability, recovery; full mediation: responsiveness, assurance, empathy) Conclusion: The research puts forward the enlightenment points for the development of Economic Hotels through the differences in the development emphasis and service quality between Economic hotels and other types of hotels, so as to improve the satisfaction and market competitiveness of China's Economic hotels through the research results.

• Culinary science and hospitality research
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• v.20 no.5
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• pp.124-129
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• 2014

The purpose of this study is to investigate if the three selected constructs that constitutes physical environments, service quality, and importance of menu affect college student satisfaction and the number of visit to coffee shop, respectively. Frequency, reliability, factor, and multiple regression analysis were employed for the study. Most of the created variables related to physical environments, service quality, and importance of menu were found to be significant relationships with overall satisfaction and the number of visit to coffee shop. Limitations of the study and assignments for future research were discussed.

• Journal of Information Management
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• v.42 no.2
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• pp.67-84
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• 2011

In this paper, our goal is to examine the factors of service quality and user's satisfaction in Software as a Service(SaaS). Based on the theoretical framework like service quality theory we develop and test a theoretical model, propose hypotheses and analyze the effects of SaaS' flexibility and customizability on the service quality and the satisfaction of SaaS' users. For this research, questionnaire survey was conducted with literature study and the PLS(Partial Least Square) was used to analyze the measurement model and hypotheses testing. The PLS analysis results indicate that SaaS' flexibility affects SaaS' service quality and the users' satisfaction and SaaS users' satisfaction is influenced by SaaS' service quality. Furthermore, SaaS' customizability affects SaaS' service quality, however, does not affect the users' satisfaction. Practical implications of these findings and future research implications are also discussed.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.24-33
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• 2011

This paper investigates the quality determinants in the consulting service for small and medium sized company. The results of the analysis show that the quality dimension is composed of two factors, consulting skills and interaction, and consulting skills are composed of understanding, expertise, and reliability. Also, this paper examines how the quality factors affect customer satisfaction and loyalty using a structural equation model. The result shows that all consulting skills affect customer satisfaction and customer satisfaction affects customer loyalty. The consulting results have an effect on customer satisfaction but have no direct influence on customer loyalty.

• The Journal of Society for e-Business Studies
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• v.4 no.3
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• pp.77-94
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• 1999

The Electronic Commerce is expected as one of the most prospective industries in the 21th century, This research performed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall, Service quality measures five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.

• Korean journal of food and cookery science
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• v.19 no.3
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• pp.390-395
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• 2003

The purposes of this study were to identify the attributes of food and service quality, to examine the levels of satisfaction and plate wastes leftover in school meals and to determine the relationship between student satisfaction and plate wastes. A questionnaire was administrated to 1000 elementary students. The respondents comprised of 505 boys and 494 girls. The satisfaction score with the food service quality was rated as 'average', with a score of 3.06 out of 5. The quality attributes of the food service were categorized into three aspects, which included food, service and hygiene. The satisfaction scores for the food- and hygiene-related factors were 3.20 and 3.24, respectively. However, the aspect of service was rated at 2.74, indicating a low level of satisfaction. The intake rates of soup, kimchi, fish and vegetables were lower than those of other types of foods. Two groups, a no-leftovers group and a leftovers group, were classified based on whether students ate all or left foods. The satisfaction scores for the school food service attributes between the two groups revealed that the no-leftovers group was more highly satisfied with the food service quality than the leftovers group (p＜0.001).

• Journal of the Korean Society of Costume
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• v.51 no.1
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• pp.61-74
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• 2001

This study is designed to examine the consumer behaviors affected by the product quality and the service quality in the garment industry. First of all, it is researched to recognize the differences in the mean of perceived product quality variables and the service quality variables in apparel stores. Secondly, the variables of the product quality and the service qualify are also investigated to see the casual effects in the consumer satisfaction and consumer repurchase intention, respectively. The 522 data, surveyed from the female college students, were analaysed with SPSS 8.0 version. Cronbach $\alpha$Frequency, Factor analysis, one-way ANOVA, Scheffe test, stepwise regression were applied. In conclusion, there are significant differences in the mean of the product quality variables and the service quality variables in the apparel stores. They are the product quality variables such as physical attribute and instrumental performances and the service quality variables regarding sales staff, VMD, store policy, and customer convenience in the apparel stores. The variables of the product quality and the service quality directly have leverage in the consumer satisfaction and repurchase intention.

• Journal of Korean Academy of Nursing
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• v.34 no.7
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• pp.1243-1254
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• 2004

Purpose: This study was performed to give direction to quality improvement strategies of nursing services by comparing the differences in quality perceptions and satisfaction for nursing services between patients and nurses in small-medium sized general hospitals with 200 beds. Method: The subjects, who were 150 inpatients and 162 nurses of 4 general hospitals in a community, answered a self-report questionnaire with a SERVQUAL scale. Result: There were differences between patients' and nurses' expectations and perceptions of nursing service and satisfaction. In the service expectation, the highest factor was 'the responsiveness', and in the perceived performance, the highest was the 'assurance'. In addition, overall patients' perceptions on nursing services showed higher than nurses'. There were positive correlations among the expectations and perceptions on nursing service, and satisfaction. The correlation between perception and satisfaction was higher than the correlation between expectations and satisfaction. Conclusion: To improve the nursing service quality at small-medium hospitals, strengthening the 'assurance' factor and improving the nursing service support system is needed. Also, this study on nurses' perceived nursing service at small-medium sized hospitals should be duplicated.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.239-251
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• 2007

The purpose of this study is to examine the service quality satisfaction in the franchisor-franchisee relation. For the result of this study, we studied the franchisees' answers to the questionnaires about franchisors' service quality. Through this study, we showed the basic data about the selective criteria of the franchisors' service quality. Based on this study, it can be concluded that there are differences in their service quality. The most effective factors of the franchisor's service quality are personnel service(0.510) and menu service(0.390). The finding is $R^2$ -0.489. Therefore, franchisor should pay attention to competent labor service and new menu development. Each factor affects satisfaction with franchisee's service quality, but only convenience and location are not affected.