• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Journal of Electrical Engineering and Technology
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• v.10 no.2
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• pp.452-464
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• 2015

This paper proposes a DC microgrid operational strategy and control method for improved service reliability. The objective is to supply power to as many non-critical loads as possible, while providing an uninterrupted power supply to critical loads. The DC bus signaling method, in which DC voltage is an information carrier, is employed to implement the operational strategy in a decentralized manner. During grid-connected operation, a grid-tied converter balances the power of the microgrid by controlling the DC voltage. All loads are connected to the microgrid, and operate normally. During islanded operation, distributed generators (DGs), a backup generator, or an energy storage system balances the power. However, some non-critical loads may be disconnected from the microgrid to ensure the uninterrupted power supply to critical loads. For enhanced service reliability, disconnected loads can be automatically reconnected if certain conditions are satisfied. Control rules are proposed for all devices, and detailed microgrid operational modes and transition conditions are then discussed. Additionally, methods to determine control parameter settings are proposed. PSCAD/EMTDC simulation results demonstrate the performance and effectiveness of the proposed operational strategy and control method.

• Computers and Concrete
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• v.20 no.1
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• pp.99-110
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• 2017

Service life assessments which do not include the synergy between mechanical and environmental loading are neglecting a factor that can have a significant impact on structural safety and durability assessment. The degradation of concrete structure is a result of the combined effect of environmental and mechanical factors. In order to make service life design realistic it is necessary to consider both of these factors acting simultaneously. This paper deals with the advanced modelling of concrete carbonation and chloride ingress into concrete using stochastic 1D and 2D models. Widely accepted models incorporated into the new fib Model Code 2010 are extended to include factors that reflect the coupled effects of mechanical and environmental loads on the durability and reliability of reinforced concrete structures. An example of cooling tower degradation by carbonation and an example of a bended reinforced concrete beam kept for several years in salt fog are numerically studied to show the capability of the stochastic approach. The modelled degradation measures are compared with experimental results, leading to good agreement.

• Proceedings of the Korean Institute of Electrical and Electronic Material Engineers Conference
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• 2003.07a
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• pp.481-484
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• 2003

Recently polymer insulators are being used for outdoor high voltage applications. Polymer insulators have significant advantages over porcelain and glass insulators. With the gradual improvement of their design and material, their reliability has also increased. It is however difficult to establish how they will perform after several years of service. Aging of the insulator weathershed may lead to damages such as excessive chalking and crazing, erosion and tracking which affect the insulator performance. In service insulator are subjected to aging stresses such as humidity, pollution and electrical field which act singly or in combination. There have been numerous accelerated laboratory tests developed with the intention of evaluating suitability of polymeric materials. Some of these are strictly material tests, where as, others evaluate full scale devices. Service experience plays a key role in the utility selection of polymer insulator, but is time consuming, and may not always be available. Hence there is a need for a meaningful and reliable accelerated aging test for polymer insulator. This paper describes multi-stress aging test for reliability of polymer insulator This paper presents the rule of multi-stress aging test and test chamber for polymer insulator in korea electrotechnology research institute.

• Research in Community and Public Health Nursing
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• v.12 no.3
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• pp.570-581
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• 2001

The purpose of this study was to analyze consumers' expectation. perception and satisfaction. The subjects in this study were 200 employees who were employed in a department store. They experienced nursing services from the primary care center at the department store. The results were as follows: 1. The rank of perceived significance of nursing services is tangibility, reliability, assurance, responsiveness. and empathy, respectively. 2. The rank of perceived service quality is empathy. responsiveness. assurance. reliability. and tangibility. 3. The rank of expectation and the rank of perception about nursing services are same. They are assurance, reliability, responsiveness, tangibility, and empathy respectively. 4. The regression analysis, which related the effect of perceived service quality to consumers satisfaction, had R2 value of 22.9%. From the above results, it can be concluded that the higher consumers' satisfaction can be explained by the greater perceived service quality.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.5
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• pp.413-420
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• 2021

The study aims to measures the service quality of Islamic banking in Malaysia from non-Malaysian customers' perspective based on the six different dimensions of the SERVQUAL model, namely, Shariah, assurance, reliability, tangibles, empathy and responsiveness. This study surveyed 100 non-Malaysian respondents from 25 different countries who have first-hand experience with Islamic banking services in Malaysia. The collected data were analysed by using the SPSS v23 for reliability analysis and descriptive statistics. The results indicates that customers' impressions of Islamic banks' service quality in Malaysia did not meet their standards. The independent variables, namely, compliance, assurance, reliability and empathy have positively affected customer satisfaction, while two dimensions, namely, tangibility and responsiveness does not significantly influence non-Malaysian customer satisfaction in the Islamic banking system in Malaysia. The findings of the study suggested that the Islamic banks should develop and obey the customer perception's policy by following customers' expectations and the results are also expected to include recommendations for improving the level of satisfaction of the Islamic banking system's foreign clients in Malaysia. Since this study was limited to Islamic banks in Malaysia, the findings may not be applicable to other traditional banks.

• Journal of Information Technology Application
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• v.2 no.1
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• pp.25-53
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• 2000

As Information Technology has developed, The structure of information system used in organizations is changing from centralized computing structure to distributed computing structure. The roles of information department have expanded, which is not only develope and maintain system but also provide usage-support service to end-user. If organization support end-user properly, they get many benefits. if they don't do it properly, they waste many resource. Therefore, the purpose of this study is the search for quality determinant factors and type of information that provide user effective service under web-based information system. The result of this study is as follow First, when SERVQUAL is used, the quality determinant factors of usage-support service are categorized three, which is responsibility and assurance, empathy and tangable, and reliability. When SERVPERF is used, the determinant factors consist of five, but the use of assurance as a factor is cautious. Second, reliability and tangability among determinant factors affect general service quality, and tangibility is most important factors. third, When the locations of user are distributed the degree of general service quality is not different whether formal or informal information center provide usage-support service. This study may suggest practical implication as follows; First, as user are good at to use information system the degree of importance for tangibility are decreased. when user are individualized and improve their ability to use information system, empathy will not be important factors any more, therfore it assume that reliability will be most important factors. Second, if organizations promote not only formal informaton center but also informal inforamtion center they may support end-user more effectively. However, this study has the following limitations: First, it is difficult to generalize the result of this study Second, service quality determinant factors used in this study don't explain the influence to general service quality fully. Third, this study analyze a simple relation between service quality determinant factor and general service quality. Finally, this study don't distinguish between information system service and information support service.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.4
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• pp.596-605
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• 2010

The purpose of this study was to measure consumers' recognition of service quality in Korean restaurants, and to compare the differences in perceived service quality according to consumers' general characteristics. Self-administrated questionnaires were completed by 1,494 subjects and data were analysed by frequency, factor, reliability, and subjected to t-test and one-way ANOVA. The major results of this study can be outlined as follows: Factor analysis on perceived service quality resulted in 4 factors: staff service (5 variables), menu quality (4 variables), price and value (4 variables) and atmosphere and convenience (5 variables). Cronbach's alpha values for the reliability were over 0.8 for all the factors. The mean value in the elicited factors was indicated to be in order of menu quality ($4.73{\pm}1.19$), atmosphere and convenience ($4.57{\pm}1.09$), price and value ($4.55{\pm}1.15$), and staff service ($4.46{\pm}1.12$). Also, a significant difference was shown in service quality, which was perceived according to consumers' general characteristics. A higher mean value in perceived service quality was shown in women than in men, in the older than in the younger, in people with a high frequency of visiting Korean restaurants than those who do so with low frequency, and in people with high cost expenditure when visiting than those with low cost expenditure. In terms of region, the mean value in perceived service quality was significantly lower for consumers in the Gwangju region than in other regions.

• Proceedings of the Korean Reliability Society Conference
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• 2004.04a
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• pp.29-37
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• 2004

Maintenance are actions (or activities) needed to (i) control equipment degradation and failures and (ii) to restore a failed equipment to operational state. The former is termed Preventive Maintenance (PM) and the latter as Corrective Maintenance (CM).(omitted)

• Journal of the Korean Society for Railway
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• v.17 no.6
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• pp.423-432
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• 2014

The purchasing behavior of consumers is related to service quality and corporate social responsibility (CSR). Therefore, CSR is recognized as an important factor in company strategies. This study determines the relationship between the CSR activities of KORAIL and the reuse intention and recommendation intention of the consumer. CSR is composed of economic, legal, philanthropic, ethical, and environmental responsibilities. In the results of the structural equation modeling analyses, legal responsibility and economic reliability affect the reliability of KORAIL and this reliability affects the customers' reliability and loyalty. This paper proposes a compliance program, wagon safety information, customized tour packages, and communication strategy that will increase customer's reliability and loyalty.