• Proceedings of the Korean Operations and Management Science Society Conference
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• 2007.11a
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• pp.171-175
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• 2007

The Service sector has increased in importance over the last decade in troops. Military included public sector, but has very different peculiarity from other public institution. So it's necessary that developing an evaluation tool that measuring service quality and customer satisfaction for troops. This study was conducted to identify tile service quality factors which are utilized to measure military vehicle maintenance service quality and customer satisfaction. In this paper, developing a Structural Equation Model at 'three dimensional model of service quality', and it is applied to customers of military vehicle maintenance service.

• 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.

• Asia pacific journal of information systems
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• v.19 no.4
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• pp.1-28
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• 2009

Banking industries have continuously innovated through technology-enhanced products and services. Many studies have recognized the importance of the Internet in banking industries, arguing that it has been widely adopted. Many studies published on the Internet banking in specific countries are mostly related with such issues as internet banking adoption and acceptance, security and risks of online banking system, and interface design. Several studies have been done to examine the differences and similarities between other banking channels and the Internet banking. However, to the best of our knowledge, only a limited number of studies has examined the differences and similarities between two specific countries in order to create a new customer satisfaction model. In this research, we studied the internet banking satisfaction model by comparing two countries: South Korea and Indonesia. We conducted an empirical study based on the data collected in both two countries. In this research, we found that countries which have adopted electric banking services, particularly between a country with high ICT adoption and a country with low ICT adoption, show different satisfaction trends. Based on the study results, herein we provide discussion, managerial, and practical implications.

• Journal of Distribution Science
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• v.8 no.4
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• pp.17-23
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• 2010

The Banking industry is expanding rapidly. To keep the competitive advantages, participating companies concentrate their resource to provide the distinguishable services by increasing the service quality. This study is to find that how three kinds of service quality(process, output, and service environment) affect on the customer satisfaction. In this paper, WPCSI (Weighted Potential Customer Satisfaction Index) was developed using Kano model and PCSI. Kano's model of service quality classification was used to improve customer satisfaction, customer satisfaction index was calculated. Customer satisfaction index was calculated using the existing potential for improving customer satisfaction index (PCSI Index) to complement the limitations of the weighted potential improve customer satisfaction index (WPCSI) were used. Analysis using PCSI improve the quality of service levels may be useful in assessing. However, this figure is a marginal degree of importance on customers and quality characteristics have been overlooked but has its problems. A service provided to customers with some important differences depending on the interpretation of the scope for improvement is to be classified. In other words, the level of customer satisfaction and the satisfaction of the current difference between the comparison factor for the company to provide information about the priority of the improvement was not significant. Companies are also considered important that the customer does not consider the uniform quality of service provided can be fallible. In this study, the weighted potential to improve it improve customer satisfaction index (WPCSI) proposed a new customer satisfaction index. This is for customers to recognize the importance of quality characteristics by weighting factors, to identify practical and improved priority to provide more useful information than has been. Weighted potentially improve customer satisfaction index (WPCSI) presented in this study by the customers aware of the importance of considering the quality factor is an exponent. The results, 'Employees' working ability', 'provided the desired service level', 'staff to handle this task quickly enough' to the customer of the factors had significant effects on satisfaction are met. On the other hand 'aggressiveness on the product description of employees', 'service environment as a whole, beautiful enough to' meet and shows no significant difference between satisfaction. But 'aggressiveness on the product description of employees' and reverse (逆) were attributable to the quality. Small dogs and overly aggressive products that encourage the customer dissatisfaction that can result in widening should be careful because the quality factor can be said. As a result, WPCSI is more effect to find critical factors which can affect customer satisfaction than PCSI. After that, we discuss effects and advantages of customer satisfaction using WPCSI. This study, along with these positive aspects, the limitations are implied. First, this study directly to the bank so that I could visit any other way for customers, utilizing the Internet or mobile to take advantage of the respondents were excluded from the analysis. Second, in survey questionnaires can help improve understanding of the measures will be taken. In addition to the survey targeted mainly focused on Seoul, according to a sample, so sampling can cause problems is the viscosity revealed intends.

• Korean Institute of Interior Design Journal
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• v.13 no.4
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• pp.37-44
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• 2004

Advancement in electronic technology has given office workers a new freedom, and a new meaning to workplace flexibility. Actually non territorial workplace has different space elements from general and conventional workplace in terns of interior design and architecture even organization management. The purpose of this study is on the establishment of an evaluation model for non territorial workplace that may be used, practically on the spot. For the establishment of non territorial workplace evaluation model, it is ahead of the study of the feature and the type of none territorial workplace and the research for existing office evaluation technique by Preiser and Vicher. And then the evaluation model for none territorial workplace which is composed three parts that is user's importance, provider's importance and user' satisfaction related fact of workplace. It is constructed by 6 factors which are physical, psychological, workplace environmental, communication, exterior environment, and space managing system therefore each factors has scrupulous elements therefore the total elements are 40. To make more confidence the evaluation model for non territorial workplace, it requires that study continually through the survey with the non territorial workplace evaluation model.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.35 no.3
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• pp.663-670
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• 2015

In most public transportation related master plans, decisions for investment priorities are initially made by facilities with lower installation rates or lower satisfaction (performance) levels. In general, the decisions are made without conducting importance factor analysis. In this study, a combined method of importance-performance analysis (IPA) model for bus users related in travel time is proposed by using Structural Equation Model (SEM). The results of the IPA for Metropolitan users show that the categories need improvement are number of bus stops, number of intersections, headways, waiting times for boarding and traffic signal operations in order. On the other hand, Non-Metropolitan uses show that the categories need improvement are traffic signal operations, waiting times for boarding, headways, bus exclusive lanes and number of intersections that is in reverse order to Metropolitan users.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.1
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• pp.68-78
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• 2014

Recently, companies are trying to gain a competitive advantage in the market to meet the voice of customer. For this purpose, QFD has been used as product development technology in many areas to include the customer' requirements. Also, Kano model has been used to understand the customer' requirements for an effective way. Therefore integration of Kano model and QFD can more efficiently reflect the customer' requirements when designing a new service. This paper proposes PI index by taking into account the current satisfaction position of our company and competitors while IR (Improvement Ratio) value was set uniformity. This study suggests a more accurate index to predict potential improvements and calculates the final importance or priority. Through case studies targeted at elevator maintenance companies, we can have a general idea how much to improve in the near future and estimate the final importance of customer requirements.

• Journal of Korean Library and Information Science Society
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• v.32 no.1
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• pp.261-283
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• 2001

This study investigates the antecedents of the complaining behaviors and complaint responses of the library and information center users based on the theoretical backgrounds and suggests eight propositions and conceptual model for the library and information center. It examines as the antecedents, satisfaction/dissatisfaction, attitude toward complaining, likelihood of success, materials/facilities/service importance, attribution, loyalty, and justices; and as complaint responses. exit, voice(redress seeking), negative word-of-mouth, and third party complaints.

• Journal of the Korea Convergence Society
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• v.9 no.1
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• pp.441-463
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• 2018

In order to overcome the limitations of the previous study, this study reviews the concepts related to spirituality, spiritual wellbeing, workplace spirituality, spirituality and religion in detail. Furthermore, this study was to examine the effects of spiritual education. It is important to examine the effects of spiritual education on individual performance. To do this, proposed model in this study reflects individual, group, and organizational perspectives to reflect all dimensions of spirituality. The proposal model rooted in the theory of vocational personality types and work environments was analyzed empirically. We found that non-work commitment has a negative effect on perceived importance of spiritual education. On the other hand, the appropriateness of work and managers' concerns have a positive effect on the awareness of spiritual education. In addition, awareness of spiritual education has a positive influence on satisfaction of spiritual education. Finally, perceived importance of spiritual education has a positive effect on the satisfaction of spiritual education. Conclusions and implications are discussed.

• Journal of the Korean Society of Industry Convergence
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• v.25 no.1
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• pp.37-45
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• 2022

It is well known that the Kano model measures customer satisfaction and classifies quality attributes into must-be, attractive as well as one-dimensional. The main purpose of this study is to investigate the dynamics of e-learning quality attributes by applying the proposed method using Kano's satisfaction index in the rapidly changing online learning environment. For this, the current study examined 27 e-learning quality attributes and conducted a comparative study using Kano's results obtained in 2013 and 2020. The result shows that the dynamics of quality attributes suggested by Kano(2001) is confirmed in the case of e-learning. The proposed approach shows better results in terms of Kano's direct classification method, and has potential application areas such as IPA(Importance-Performance Analysis) in the area of risk assemement. Some suggestions for better understanding of the proposed SI-DI diagram are also included in this study.