• 품질경영학회지
• /
• 제38권2호
• /
• pp.161-170
• /
• 2010

Diffusion of e-learning has been accelerated according as the convenience and effectiveness have been increased rapidly due to the advancement of information technology. However, there has been few studies on systematic evaluation of its performance. SERVQUAL model was applied to evaluate the service quality of a 100% on-line lecture opened in a major Korean university. Two classes, one for 71 undergraduate students, the other for 79 graduate students, were opened for the lecture. The gaps between the expected service and the perceived service scores were compared with respect to sex, age, and e-learning experience. Although the gap score of male and female students were not different significantly, the gap scores among the other comparative groups were different. The perceived score of the older group with more than thirty ages was lower than that of the younger group. It seems that the older group evaluated the score based on the practical use of the subject since they are part-time students with jobs. Also, the perceived score of the group with previous e-learning experience was higher than that of the group with no e-learning experience. It seems that the experienced group evaluated it compared with the previous e-learning satisfaction. As it might be expected, the groups with higher perceived scores had stronger intention to recommend the e-learning lecture to other students.

• 대한간호학회지
• /
• 제32권4호
• /
• pp.506-518
• /
• 2002

This study was performed to measure the nursing service quality being used SERVQUAL model and satisfaction that the admitted patients perceived. Method: The questionnaire founded on the SERVQUAL was developed and distributed to 300 patients at the three general hospitals in three provincial city, Korea. For data analysis, Cronbach's α, frequencies, percentages, paired t-test, Pearson Correlation Coefficient were used. Result: In expectation, patients most highly perceived the assurance factor that was one among the 5 factors being constituted nursing service. In performance, patients most highly perceived the responsiveness factor. The performance degrees of the 5 factors and 20 attributes being constituted nursing service did not exceed the expectation degree of those. So the calculated figures for nursing service quality of the three subjected hospitals were all minus. In relation of the patients' demographics and nursing service characteristics to their general satisfaction, patients' sex, age, income and the all factors and attributes of nursing service had relation to their general satisfaction. Conclusion: It could be concluded that the nursing service quality of the three subjected hospitals was poor and the patients' demographic and nursing service characteristics had relation to their general satisfaction.

• 품질경영학회지
• /
• 제29권2호
• /
• pp.1-16
• /
• 2001

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.

• 유통과학연구
• /
• 제10권10호
• /
• pp.11-16
• /
• 2012

Purpose - This study focused on consumer perceptions of service quality in organic food shops, the innovativeness of organic products, and which SERVQUAL sub-dimensions increase purchase intentions. Another purpose of this study was to explore the relationship between consumer perceptions of organic food shops, their direct interest in organic food, and their purchase intentions. Research design, data, and methodology - We tested our hypothesized model within a structural equation modeling (SEM) framework, utilizing path-analysis implementation. The AMOS 18.0 software was used, and we found that it fit very well with the observed data. Results - The results of the full model (structural and measurement models) indicated the following fit indices: χ²=39.492, degree of freedom=25, provability level=0.033, RMR=0.047, GFI=0.948, AGFI=0.906, NNFI=0.958, CFI=0.984, and RMSEA=0.060. The effects of service quality on purchase intention, service quality on innovativeness, and innovativeness on purchase intention we resignificant. We also examined the statistical significance of the mediation effects using the Sobeltest and found further evidence to support service quality and purchase intention through innovation. Conclusions - These results suggest that, if organic food shops want to achieve a greater level of competitiveness, they must try to raise the quality of their service and actively promote the innovativeness of organic food.

• 대한지역사회영양학회지
• /
• 제7권1호
• /
• pp.130-140
• /
• 2002

The purpose of this study was to examine the customer’s perception of the importance of restaurant quality by using a developed SERVQUAL model. In particular, it was intended to provide the basic information for nutrition education for family’s eating out. the data were collected through the survey over 440 families who have lived around the apartments in Kyongju and Seoul. The structure questionnaire included 35 items evaluating the quality of restaurants, adapting SERVQUAL model and adding other factors related to restaurant and the general characteristics of the families. The data were analyzed using SPSS 10.0 WIN program for descriptive analysis, a chi-square test and Pearson’s correlation test. The major results were as follows: From the factor analysis, the 35 items related to the quality of restaurant have been categorized into 10 factors, ie., ‘Health’, ‘Reliability’, ‘Employee’, ‘Food’, ‘Facilities’, ‘Product’, ‘Empathy’, ‘Access’, ‘Comfort’, and ‘Safety’. From the analysis of the correlation between family life cycle of four steps and 10 factors, four factors such as ‘Health’, ‘Facilities’ (p<0.001), ‘Comfort’ (p<0.01) and ‘Product’ (p<0.05) showed statistical significance. ‘Health’ and ‘Product’ factors marked the highest score in the family with senior couple live without children or single, but the lowest score in the family with young couple without children or single. ‘Facilities’ and ‘Comfort’ factors showed the highest scores in the family with under elementary school children, and the lowest scores in the family with over elementary school children.

• 한국산학기술학회논문지
• /
• 제19권12호
• /
• pp.709-716
• /
• 2018

한국건설기술연구원은 건설 및 엔지니어링업체의 기술경쟁력을 높이기 위해 건설기술 디지털도서관시스템(CODIL)을 운영하고 있고, CODIL의 이용자 만족도를 높이기 위한 일환으로서 매년 설문조사를 실시하였다. 하지만, 설문조사를 통해 얻은 만족도 점수를 가지고서 단순히 이용자 만족도의 수준을 설명하였기 때문에 만족도 개선을 위한 전략을 수립하는데 부족함이 있어 이용자의 만족도를 객관적으로 측정할 수 있는 새로운 연구모형이 필요하였다. CODIL의 서비스 품질 측정에 적합한 연구모형을 설계하기 위해 도서관의 서비스 품질과 관련한 SERVQUAL, LibQUAL+, DigiQUALTM에서 사용한 항목들을 조사하여 조사된 항목들 중 CODIL의 특성을 반영할 수 있는 항목들을 선정하였다. 다음으로, CODIL 회원을 표본으로 한 설문조사 결과를 가지고서 독립변수들과 종속변수 간의 상관관계를 측정하였고, 이용자 만족도에 영향을 미치는 유의한 측정 항목들과 영향력을 분석하였다. 본 연구결과는 다른 전문 분야에서의 디지털 도서관의 서비스 품질을 개선하는데 유용한 기초자료로 활용할 수 있을 것으로 사료된다. 추가적인 연구로는 CODIL의 서비스 측정에 사용된 측정항목들과 응답자의 인구통계학적 특성간의 상관관계의 통계량을 계산하여 유의한 독립변수들이 이용자 만족도에 미치는 영향정도를 분석할 필요가 있다.

• 산업경영시스템학회지
• /
• 제36권4호
• /
• pp.84-91
• /
• 2013

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

• 정보보호학회논문지
• /
• 제26권4호
• /
• pp.1037-1055
• /
• 2016

개인정보보호법 제정 이후, 개인정보보호를 위한 정책 및 관련된 제반활동이 활발하게 진행되고 있다. 하지만, 개인 정보 유출 사고가 계속 발생하면서 국민들은 개인정보보호에 대한 부정적인 태도를 보이고 있다. 이에 본 논문은 국가 개인정보보호 정책이 국민에게 어떠한 의미로 인식되는지 확인하고자, SERVQUAL 기법을 이용하여 국민의 인식 측면에서 정책의 효과성에 대한 실증적인 분석을 시도하였다. 분석 결과, 국민들은 국가 개인정보보호 정책이 효과적이라고 인식하지만 인식 수준 자체는 낮으며, 신속성, 편의성, 책임성에 대한 정책 효과를 높게 인식하지만 효율성에 대한 효과는 낮게 인식하고 있다. 국민이 만족하는 국민 지향적 개인정보보호 정책으로의 발전을 위해서는 국민의 기대/지각 인식과 효과성 인식 수준이 낮은 사항에 초점을 둔 정책의 개선이 요구된다.

• 대한안전경영과학회지
• /
• 제13권2호
• /
• pp.157-167
• /
• 2011

Currently, interest on physical distribution is increasing due to burden of oil cost increases as oil price rises day by day. As interest grows, there are number of studies have been conducting on saving the cost of distribution. On the other hand, number of study on service of distribution is insufficient. Actually, subject of service of physical distribution have been studied by number of survey organizations, research organizations and mass media. Although, configuration for each organization is different from each other and it is hard to measure objective satisfactory factor of customers. This means needs for constructing standardized measuring tool as well as research on measuring service quality of distribution is not active. Therefore, this research is to compare and analyze compatibility of service quality measuring using SERVQUAL and SERVPERF and trying to clarify differences affected by importance service quality by each level to actual service quality. Also, this research is to make basic and standardized measuring model to improve quality of physical distribution especially using analysis of service quality and customer satisfaction of pallet pool service which contributes rationalization of distribution and reduce the cost by standardizing specification and size of pallet, allowing sharing of pallet. To conduct this research, case study of a company A is used where it is in a pallet pool business. Using this example, the goal is to give help on pallet pool business a strategic exercise if the business by point out major factors that affect customer satisfaction by collecting customer assessment along with examination of SERVQUAL and SERVPERF in measuring service quality if pallet pool service.

• 한국시스템다이내믹스연구
• /
• 제12권4호
• /
• pp.125-156
• /
• 2011

The information service management models developed thus far have put their focuses mostly on technical dimensions of information systems (IS), finding their rationale from the goods-dominant logic (GDL) that IS as goods has value in itself. Information systems, however, is nothing more than a mechanism by which value is delivered to the users. According to the service-dominant logic (SDL), value is created and determined not at the time serve is made by the providers but at the time it is consumed by the users. The users therefore should be regarded as active value creators not as passive consumers of the value delivered by the providers. Based on the service-dominant logic, DISQM (Dynamic Information Service Quality Model) is developed. DISQM's backbone is designed in causal loop diagrams referring to and reinterpreting in systems thinking the 'Parasuraman, Zeithaml & Berry's GAP Model' and 'SERVQUAL' as an operational tool for the GAP Model, and the main IS success constructs are mapped onto the model exploiting the 'DeLone & MacLean's IS Success Model'. With VENSIM simulation software, this paper also shows how DISQM works in computer-simulation settings. After confirming DISQM's validity with the base simulation run, two scenarios are developed for the exemplary purpose and tested in terms of IS quality, service quality, and net benefits from the service for the public information service. Implications from the simulation runs are also discussed.