• Journal of the Korean Society of Costume
• /
• v.57 no.9
• /
• pp.149-160
• /
• 2007

The purpose of this study was to investigate effects of service qualities and consumption emotion on consumer satisfaction of internet fashion shopping malls. Data were obtained from 304 internet fashion shopping mall consumers who have bought fashion products or visited an internet fashion shopping mall. Questionnaires related to service quality, consumption emotion, consumer satisfaction. For analysis of data, exploratory factor analysis, confirmatory factor analysis, path analysis were applied. The results were as follows: 1. The service quality dimensions of internet fashion shopping malls were reliability, merchandise variability, web-design, communication and safety. The consumption emotion dimensions were classified as positive emotion and negative emotion. 2. The service quality of internet fashion shopping malls and the consumption emotion had an effect on consumer satisfaction of internet fashion shopping malls. The dimensions of communication, merchandise variability of the service quality in internet fashion shopping malls had an effect on positive emotion. Safety, reliability of the service quality had an effect on negative emotion. Both positive emotion and negative emotion of the consumption emotion dimensions had an effect on consumer satisfaction of internet fashion shopping malls.

• Journal of Haehwa Medicine
• /
• v.22 no.2
• /
• pp.143-154
• /
• 2014

Objective : The purpose of this study is to establish a concept called as 'medical service' newly and to develop an reliable and valid scale that measures medical service. Methods : In order to accomplish these objectives, both conceptual study and empirical study were performed. In a conceptual study, 5 core factors(doctor, medical team, medical facilities, medical process, and hospital) and 24 sub factors were extracted with assistant by 7 experts, based on antecedent studies about components of medical service. In an empirical study, data was taken from 244 adults living in Seoul and Daejeon with the conceptually founded medical service scale. Results : Results of empirical study showed reliability and validity of the medical service scale. Internal consistency coefficient showed high score of .97 and, in accordance with the conceptual study, "medical treatment factor", "appearance factor", "personal factor", "trust factor" and "dissatisfaction factor" were extracted from the data as the five main factors. Conclusions : Finally, limitations of this study and directions for further studies are discussed. Acknowledgement : This work was supported by the Daejeon University Research Grant.

• The Journal of Asian Finance, Economics and Business
• /
• v.6 no.1
• /
• pp.177-185
• /
• 2019

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines (WHL) outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. This study was based on a survey of 135 people. The outcome is the service quality of WHL outbound services can be identified by three dimension(s): Empathy and Responsiveness, Assurance, and Reliability. It would help management to have an overall picture about the current service quality, and to find solutions to improve service quality following the recommendations. WHL managers need to recognize that "Reliability" has the strongest influence on customers' expectations, then come "Empathy and Responsiveness" and "Assurance". Therefore, board of managers should spend time looking carefully at each of the three dimensions, especially for the biggest gap between perceptions and expectations of three dimensions as well. Then the recommendations were raised.

• Journal of Korean Society for Quality Management
• /
• v.27 no.4
• /
• pp.167-190
• /
• 1999

The purpose of this study is to develop the hotel service quality measurement attributes and dimensions which have higher validity and reliability than before. The procedures of this study is as follows: First, the attributes and dimensions are developed through the rigorous analysis of literature review. Second, the attributes and dimensions which have been developed are refined after the pilot survey. Third, the final survey used for criterion-related validity test, reliability test and factor analysis. Eventually, twenty seven attributes and six dimensions are extracted and discussed.

• Journal of Korean Society for Quality Management
• /
• v.32 no.3
• /
• pp.68-80
• /
• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. This analysis helped determine us two alternatives to naming the dimensions. Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2007.11a
• /
• pp.38-42
• /
• 2007

In this paper, we identify the factors of supplier service quality, and explore the relationships between these factors and customer satisfaction, and between these factors and customer loyalty. Through empirical analysis, the five factors, such as technical ability, information service, service flexibility, delivery reliability, and after service, are identified. The analysis also shows that information service and service flexibility influence customer satisfaction, and service flexibility and after service influence customer loyalty.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2004.04a
• /
• pp.639-645
• /
• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Journal of KIISE:Software and Applications
• /
• v.36 no.1
• /
• pp.1-9
• /
• 2009

In heterogeneous and distributed computing environments, with an increasing number of Web services providing similar functionalities, the reliability of Web services is a critical decision factor. To fulfill the open business model such as cooperation among enterprises, several Web services can be composed into the upper level business transaction. In Web services composition, the reliability of services is more and more critical. Though each unit Web service can be reliable, the reliability of the composed service is not guaranteed. Thus a way to efficiently assess and select composed Web services is needed. In this paper, we define new metrics for measuring the trust value of Web services, and propose an evaluation method to predict the trustworthy degree of the composed services based on the metrics. We also define a conceptual framework to support optimal Web services selection based on the proposed trust evaluation method. By selecting using the quantitative measurement rather than intuitive selection of the service user, it allows the service users to select the high reliable service meeting their quality requirements well.

• Journal of Digital Contents Society
• /
• v.18 no.5
• /
• pp.869-879
• /
• 2017

This study identifies the effects of HTML5 service quality on the use intention of smart learning and present the policy implications through empirical studies. This study select assurance, reliability, tangibles, responsiveness, empathy as independent variables of HTML5 service quality and also select perceived usefulness, degree of perceived ease of use as parameters and select use intention of smart learning as dependent variables. The control variables such as learning devices, service, learning place, use age, use times are adapted. As a result of analysis by applying the structural equation model, it was estimated that the reliability of HTML5 service quality, tangibles affect negatively on perceived ease of use, but reliability, assurance, tangibles, empathy, responsiveness of HTML5 service affect positive impacts on perceived usefulness, and also certainty, empathy, responsiveness was identified as positive impacts on the perceived ease of use. It was proven that perceived ease of use effect positive on the perceived usefulness and also usefulness or ease to use have positive effects on the usage intention of users.

• Culinary science and hospitality research
• /
• v.20 no.5
• /
• pp.93-100
• /
• 2014

This study performed to identify the relationships among experiential value, brand image, satisfaction and customer loyalty in context of full-service restaurant, and to find the moderating effect of gender on the formulated model. SPSS 18.0 and AMOS 18.0 were employed to conduct frequency analysis, reliability analysis, exploratory and confirmatory factor analysis, and multigroup analysis to examine moderating effect. Results confirmed the validity and reliability and found significant relationships among the constructs. First, two factors of experiential value (e.g., aesthetic and economic value) have positive influence on brand image, satisfaction, and brand image was significant predictor of customer satisfaction. Second, satisfaction was significant antecedent of attitudinal loyalty and the attitudinal loyalty has influence on behavioral loyalty. In addition, current study identified moderating effect of gender between playfulness and brand image even though there was on significant relationship between both constructs. These results will be meaningful for developing marketing strategies and successful business especially for full-service restaurants.