• The Journal of the Korea Contents Association
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• v.21 no.8
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• pp.108-122
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• 2021

The purpose of this paper is to examine the impact of servicescape on perceived service quality, service satisfaction and to verify causal relationships between servicescape, technical service quality, functional service quality, service satisfaction, and service loyalty in coffee shop franchises. An online survey was conducted to collect the data from the actual service customers of coffee shop franchises. An analysis of structural equation modeling was performed using AMOS 24.0 and SPSS 24.0 to test the research hypotheses. The results of the study are as follows: first, servicescape has positive influence on technical service quality and functional service quality except for service satisfaction. Second, both technical service quality and functional service quality have positive influence on service satisfaction. Finally, service satisfaction has a strong effect on service loyalty. This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes both functional service quality and technical service quality. Servicescape in the coffee shop service has the influence on shaping service quality perceptions and their subsequent impact on service satisfaction and service loyalty.

• Journal of the Architectural Institute of Korea Planning & Design
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• v.35 no.1
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• pp.11-18
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• 2019

There is a growing demand for public rental housing since housing price increased rapidly and socially vulnerable people need more stable housing. The purpose of this study is to investigate housing evaluation (satisfaction), moving plan, and residential service according to the type of the public rental housing and the characteristics of the resident, and to suggest the development direction for comprehensive housing services including the community level. Data used for analysis in this study are from 2016 Seoul panel survey of public rental housing residents. A total of 3009 questionnaire from public rental households were collected in 2016 Seoul panel survey. In order to investigate housing requirements, we analyzed household characteristics, housing satisfaction, moving plans, welfare services, residential activities and community facilities, social environment. In this study, the difference of residential satisfaction, moving plan, and residential service according to the type of the public rental housing and the characteristics of the resident is analyzed to identify their housing demands. As a result, there were differences in residential satisfaction, moving plan, and residential service depending on type of public rental housing and characteristics of residents. Residents in public rental housing modified from the multi-family housing after purchase showed lower residential satisfaction, and higher intention for moving plan compared to residents living in other type of public rental housing. In the residential service, residents in permanent lease type have higher experience of housing service as well as demand on housing service. Especially single household, elderly household, female household, or household with handicapped person indicated higher demand for housing services.

• Journal of Korean Society of Water and Wastewater
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• v.25 no.6
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• pp.923-933
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• 2011

In this study, we derived seven customer value factors to evaluate the levels of service in wastewater utilities required by customers. Levels of service according to the customer value were categorized into environmental amenity, accessibility of wastewater service, affordability of wastewater charge, quality of wastewater service, health and safety of wastewater service provision, reliability and responsiveness of wastewater service provision, and satisfaction of customer service. To investigate the levels of wastewater service, questionnaires were prepared according to the customer value factors, and the questionnaire survey was performed with 800 adults in all over Korea including male and female samples. The comprehensive satisfaction score for the wastewater service was 57.5 points, indicating a slightly good satisfaction level. The detailed analysis of the result showed that the satisfaction level was high in the wastewater service accessibility and call center service provision but it was relatively low in the river water quality and nasty smell of wastewater. It was concluded that the quality of wastewater service and customer service satisfaction need to be elevated primarily in order to improve levels of wastewater service required by the customers.

• East Asian Journal of Business Economics (EAJBE)
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• v.7 no.2
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• pp.31-41
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• 2019

Purpose - This paper examines the major antecedents of customer loyalty for mobile operators in a developing country in Africa especially in Nigeria. This study tests 5 hypotheses about the relationships among service quality, customer satisfaction, trust, and customer loyalty. Research design and methodology - In order to collect the sample data, online survey was conducted via email and social media network. The samples were collected from 415 random respondents. The statistical analyses were done for both assessing the reliability and the validity and testing 5 hypotheses of this study. SPSS version 21 was used for empirical analysis. Results - Service quality has a significant effect on customer satisfaction and service quality has a significant effect on trust also. Customer satisfaction has a significant effect on trust and customer satisfaction has a significant effect on customer loyalty also. Trust has a significant effect on customer loyalty. All of 5 hypotheses were supported. Conclusions - The results of the study show that it is important for marketing managers to manage service quality, customer satisfaction, and trust for improving customer loyalty in mobile service industry. This study also provides some implications for mobile service managers about the importance of customer retention and customer loyalty.

• Journal of Korean Academy of Nursing
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• v.39 no.1
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• pp.124-135
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• 2009

Purpose: The purpose of this study was to evaluate the service satisfaction for families who have someone with mental illness, and are using community mental health centers in Gyeonggi Province. Methods: The participants in this study were 796 family members. Data were collected using Family satisfaction survey questionnaire developed by the author (23 items on family service and 15 items on client service). Results: The total satisfaction level for the service with family and client resulted in above average scores. Of the 23 service items, data showed the highest level of satisfaction was with professional skills and attitude, and day rehabilitation programs, and the lowest for professional activities for advocacy and social welfare benefits, emergency & crisis intervention, medical expense subsidies. Of the 15 service items, job and housing related service had the lowest level of satisfaction. Conclusion: It is recommended that psychiatric emergency & crisis intervention programs and system development be accelerated. Also, there is a need to develop medical expense subsidy programs for older family caregivers, job and housing focused rehabilitation programs and community facilities for the client, as well as more active and powerful professional advocate activities for persons who have mental disabilities and their families.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.19 no.10
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• pp.2389-2395
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• 2015

An accurate feedback about customer satisfaction is a very important factor to efficiently manage achievements in the service industry. However, Korea is lack of quantitative and standardized system of customer satisfaction measurement. This paper suggests standardized survey system with more in-depth and various methods of questionnaire survey as well as analysis which is able to efficiently evaluate customer satisfaction. This system is that investigates customer satisfaction of process based services, which uses various methods including simply designed questionnaires, customer satisfaction survey via mobile, and an investigation on follow-up satisfaction rate. In addition, we adopted scoring system to digitize a degree of satisfaction rate, so the suggested system provides an opportunity to improve specific objects those need to be improved by clearly evaluating a degree of satisfaction rate and applying various analysis techniques, such as IPA (Importance Performance Analysis), process analysis, and expectation analysis etc. This study substantiates suggested system through applying it to travel agency which is a representative enterprise of tour service.

• Journal of Korean Physical Therapy Science
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• v.15 no.4
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• pp.51-60
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• 2008

Background: The purpose of this study show the degree of physical therapy service and physical therapist according to medical institution by measuring and determining the factor affecting patient satisfaction in the Gimcheon city. Methods: For this study 100 questionnaires were distributed to medical institution, Gimcheon city from Jul 20 to Aug 5, 2008. The consisted of total 28 items. The contents item divided the general characteristics into nine heads, the satisfaction of physical therapy service into nine heads, and the physical therapy into ten heads. Survey data were collected by a written questionnaire. The collected date were analyzed by t-test, ANOVA. Results: There was difference with statistic value in physical therapy according to medical security and handicapped or non-handicapped(p<.05). There was difference with statistic value in physical therapy service and physical therapist according to medical institution. The score of patient satisfaction at welfare facilities was significantly lesser than other medical institution(p<.05). Conclusion: There was difference with statistic value in physical therapy service and physical therapist according to a number of patients of physical therapy a day.

• Journal of the Korean Home Economics Association
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• v.44 no.5 s.219
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• pp.79-87
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• 2006

The purpose of this study is to analyze whether service quality and perceived risk have an effect on purchase intention and satisfaction of the fashion merchandise in internet shopping malls. To this end, a survey was conducted from June 20 to July 30 in 2005, among married women aged in their 20s and 30s, on their purchase experience of fashion merchandise from internet shopping malls. The survey was conducted over the internet with 306 subjects. The statistical analysis methods were frequency analysis, reliability analysis, factor analysis, and multiple regression analysis. First, the service quality factors were determined to be reliability, responsibility, ease of transaction, order convenience, and site characteristics. Perceived risk factors were determined to be merchandise risk, information exposure risk, social psychological risk, and function risk. Second, service quality factors of responsibility, ease of transaction, order convenience, site characteristics and perceived risk factor of social psychological risk had an effect on internet purchase intention of the fashion merchandise. Greater site use convenience, lower price, simpler ordering, and lower social psychological risk were all positively correlated with higher internet purchase intention of fashion merchandise. Third, nice quality factors and social psychological risk had an effect on satisfaction degree in internet shopping.

• Journal of Families and Better Life
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• v.22 no.3
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• pp.35-46
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• 2004

The purpose of this study was to examine the residents' opinions on the degree of importance, and satisfaction with, the managerial service of multi-family housing. Residents' participation in managerial activities was also examined, because residents' opinions should be taken into serious consideration in order to improve the efficiency of housing management. Research methods used in this study were survey, field study, and content analysis of professionals' opinions. Survey data of 520 residents who live in multi-family housing were analyzed by means, frequencies, correlation, chi-square tests, t-tests, one-way ANOVA, post-hoc estimation (Scheffee test), and regression. The major findings of this study were as follows: First, many residents were dissatisfied with the quality of managerial service, but they thought that managerial services were very important. For example, they thought that safety inspection of the playground was very important, yet the current level of service was not satisfactory. Second, the characteristics of residents that determined the degree of residential satisfaction were income the location of the residence, and degree of participation in the community events. Third, the residents generally did not want to participate in the managerial services and community programs through such activities as participation in resident committee. In order to improve the housing management efficiency, residents' participation is critical. Some participants in this study pointed out that the details of management service and future plans need to be made public. New management models need to be developed to promote residents' participation and increase their satisfaction in the management.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.67-70
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• 2003

This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.