• International Journal of Knowledge Content Development & Technology
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• v.7 no.4
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• pp.85-106
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• 2017

The purpose of this study is to measure and analyze the quality of service provided to the users by evaluating the service quality of the May 18 Democratic Uprising Archives, which is a representative,special subject repository, using the SERVQUAL model. To do this, revealing the relationship between factors such as service satisfaction of the archive users, overall service quality and intention of the action. Through this, this study developed service evaluation factors by considering the special subject repository.

• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.47-58
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• 2005

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

• Proceedings of the Korean Society for Information Management Conference
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• 2004.08a
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• pp.159-162
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• 2004

LibQUAL+$^(TM)$은 도서관의 서비스 품질을 평가하기 위한 이용자 중심의 서비스 품질 평가 모델이다. SERVQUAL에서 출발한 이 모델은 도서관에 적합한 차원들을 확장 및 개선한 모델로 서비스 영향력(Service Affect), 장소(Library as Place), 정보제어(Information Control)의 3개 차원 22개 항목으로 구성되어 있다. 이는 전통적으로 도서관 경영활동의 3요소로 인정되고 있는 사람, 장서(정보), 건물과 유사함을 알 수 있다. 이 모델은 이용자 중심의 서비스 품질 평가, 전략적 계획 수립의 토대, 동등 기관과의 비교, 모체기관과의 정치적 관계 정립 그리고 이용자, 도서관 및 사서 사이의 관계 정립 등의 측면에서 의의가 있다.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.9 no.1
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• pp.466-482
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• 2015

IT is the key enabler of digital economy. Appropriate usage of IT can provide a strategic competitive advantage to a firm in a dynamic competitive environment. However, there has been a continuing debate on whether IT can actually enhance the productivity of firms. This concept is called IT productivity paradox. In this study, we analyzed the causality among appropriate indicators to demonstrate the real impact of IT on productivity. The 12,100 sample data from 2011 were used for analysis. As expected, the results indicated that mobile device usage, website adoption, e-commerce, open source, cloud computing, and green computing positively influence IT productivity. This unprecedented large-scale analysis can provide clarification regarding the ambiguous causal mechanism between IT usage and productivity.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.3
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• pp.7-15
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• 2012

Recently, 'Social Commerce' has shown such a rapid growth along with the development of social media such as 'Twitter' and 'Facebook.' Yet, with the quantitative growth, some problems regarding consumer dissatisfaction has constantly occurred. It is essential for the enterprises to study and reflect a customer satisfaction about goods and service they provide regarding the characteristic of the social commerce scientifically and actively. So, this study measures service quality of social commerce market using SERVQUAL model which was established by Parasuraman (1985). The impact on customer satisfaction was analysed using multiple regression analysis. As a result of the analysis, we found that the tangibility and empathy are important factors for service quality in the social commerce market.

• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.24 no.62
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• pp.89-95
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• 2001

This research developed a survey and analyzed the results on the basis of the SERVQUAL model and prior research of the service quality in MIS. The result of the analysis will maybe show that the gap between expectations and perceptions of users will have an negative Impact on the user satisfaction of IS. And outsourcing strategy will have an impact on the user gap. The most important outcome of this study is that service quality is an antecedent of IS users, and we should consider service quality in improving and measuring IS effectiveness

• Asia Marketing Journal
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• v.6 no.1
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• pp.1-16
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• 2004

서비스품질의 차원과 위계에 대한 논의가 최근 들어 늘어나고 있다. 그 이유는 서비스품질, 고객만족, 고객의 긍정적 행동의향, 수익성 간의 선순환 때문이다. 차원모델은 SERVQUAL과 SERVPERF 모델이 있고 위계모델은 Grönroos(1984)모델과 미국학자들이 개발한 모델이 대표적이다. 최근들어 이들을 결합한 하이브리드모델이 제안되고 있다. 하지만 기존의 하이브리드모델은 차원과 위계를 결합하여 일반성은 높지만 위계를 정하는 이론적 근거가 분명하지 않다. 본 연구는 욕구위계이론 중 Herzberg(1968)의 두 요인이론에 근거하여 서비스품질의 위계모델을 제시하려 한다. 이를 위해 CIT로 판매접점에서 고객이 느끼는 결정적 사건(critical incidents)을 조사하였다. 먼저 중복요인과 단독요인으로 나누고 각각을 다시 불만족중심과 만족중심으로 나눌 때 이들 결정적 사건이 잘 분류되었다. 분류결과 신뢰성은 불만족중심 중복요인, 응답성은 만족중심 중복요인, 공감성은 단독만족요인으로 나타났다. 본 연구에서 제시하는 서비스품질의 욕구위계모델에 따르면 신뢰성, 응답성, 공감성의 순으로 서비스품질이 중요하다. 확신성과 유형성은 따로 분류되는 결정적 사건이 없어 만족, 불만족 요인을 도와주는 조절요인으로 볼 수 있다.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.11-27
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• 2012

The purpose of this study was to suggest a guideline for systematic and practical critical success factors of the External IT audit. For this purpose, an integrated conceptual model is developed considers that the service quality, and the IS(Information Systems) success with a contingency viewpoint. The model is tested using 254 data of IS projects which procured the external IT auditing service in public sector of Korea. The results of this study are as follows. First, service quality attributes of responsiveness, reliability, and tangibility have positive influence on IS implementation process quality. Second, the external IT audit quality obviously contributes to IS implementation success considering both IS implementation process quality and IS system quality. However it has positive influence on the process quality directly and the system quality indirectly.

• East Asian Journal of Business Economics (EAJBE)
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• v.1 no.4
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• pp.91-107
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• 2013

The main objective of this study was to test the impact of service quality dimensions on customer satisfaction. The conceptual model proposed in the study postulated that service quality impacts on customer satisfaction directly. The model also postulated that service quality has a positive relationship with customer satisfaction, and tested them through Multiple Regression to find their significance. Questionnaires were distributed to gather data. The SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in banks. The results of the study confirmed the five factors of service quality with customer satisfaction were significant in all factors of service quality. Reliability, Responsiveness, Empathy, Assurance, and Tangibles are significant determinants of customer satisfaction. Thus, service quality can be used to predict customer satisfaction. The research has shown a positive relationship between service quality and customer satisfaction. This research concluded that service quality is the basic and also most important factor that impacts customer satisfaction. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on Assurance, and should start with improving service quality in order to raise customer satisfaction.