• Title/Summary/Keyword: University Service Quality

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The Relationship between Hospital Service Quality and Customer Satisfaction: An Empirical Study from Vietnam

  • NGUYEN, Ngoc Mai;DUONG, Thi Thu Ly
    • The Journal of Asian Finance, Economics and Business
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    • 제8권12호
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    • pp.553-561
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    • 2021
  • Health services in developing countries are increasingly focused on satisfying the needs of customers. During the COVID-19 pandemic, many patients have anxiety when going to hospitals for medical treatment. The pressures brought by the pandemic have overwhelmed the hospital system in Vietnam. This has caused the quality of service at these hospitals to decrease because they have focused on the goal of preventing the spread of the virus. Therefore, hospitals, especially private hospitals, need many solutions to improve the quality of their services. This study evaluated the impact of these factors on hospital service quality, as well as the influence of customer service quality on patient satisfaction. The survey was conducted from January 2021 to September 2021 and data was collected directly from 539 patients at Van Phuc Hospital 1. The results show that 4 factors affect the service quality of the hospital, as well as the service quality affecting patient satisfaction, in which, the strongest impact on the service quality of the hospital is the service attitude and professional capacity of the medical team. In the context of the COVID-19 epidemic, this study implies that if the hospital service is good, the customers' peace of mind and satisfaction will be enhanced.

항공사 기내서비스의 서비스청사진 분석에 관한 연구 (Analyzing the Service Blueprint for Aircraft Cabin Service)

  • 이지민;김연성;이동원
    • 품질경영학회지
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    • 제38권4호
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    • pp.593-600
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    • 2010
  • This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.

인공지능 서비스 특징 및 품질측정항목의 고찰과 제안 (Review and Suggestion of Characteristics and Quality Measurement Items of Artificial Intelligence Service)

  • 백창화;최재호;임성욱
    • 품질경영학회지
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    • 제46권3호
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    • pp.677-694
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    • 2018
  • Purpose: The purpose of this study is to investigate various prior studies on artificial intelligence and to examine the concept and characteristics of various prior studies of existing service quality. And this paper is to study the concept and characteristics of artificial intelligence services and propose suitable quality measurement items. Methods: The research method of this paper is to examine previous research related to existing artificial intelligence and to analyze characteristics related to service quality. Results: This paper examines the concept and characteristics of artificial intelligence service in a new era by examining previous studies related to artificial intelligence and derives quality measurement items. Conclusion: In the future, it is necessary to verify the validity of the quality measurement items of artificial intelligence service. Therefore, it is necessary to elicit and verify the main quality measurement items through the investigation of the expert group.

군집분석 및 반응표면분석법을 활용한 반도체 공정 수율향상에 관한 연구 (Improving the Yield of Semiconductor Manufacturing Processes using Clustering Analysis and Response Surface Method)

  • 고관주;김나연;김용수
    • 품질경영학회지
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    • 제47권2호
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    • pp.381-395
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    • 2019
  • Purpose: This study aims to conduct a systematic literature review to suitably identify wide and specific issues and topics on service quality in supply chain. Methods: This study is to investigate service quality in supply chain research using a systematic literature review methodology. In order to extract influential journals and papers, we used the SJR impact factor provided by the SCOPUS database. The collected 169 papers were analyzed using bibliometric analysis, citation analysis as well as keywords network. Results: We conducted a bibliometric analysis to identify top authors contributing to service quality in supply chain and their issues, and further examined important keywords and new emerging keywords. In addition, we extracted five influential papers by PageRank to clarify critical issues and divided into five clusters to identify topics of service quality in supply chain by using network-based approach. In order to examine comprehensive issues and topics of service quality in supply chain, we constructed a keyword network to observe difference in the classification of important keywords across network centrality measures. Conclusion: Our study reviewed literature on service quality in supply chain and explored the future directions and trends of service quality in supply chain.

중국 비대면 및 대면 자동차 보험 시장의 서비스 품질 공통모델 개발 연구 (A Study on the Development of the Communality Model of Service Quality for the Non-face-to-face and Face-to-face Automobile Insurance Market in China)

  • 곽영식;한강일;구자경;홍재원;남윤정;박지영
    • 품질경영학회지
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    • 제50권3호
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    • pp.387-405
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    • 2022
  • Purpose: This study aims to develop a communality model to measure the service quality that the customers encounter on face-to-face and non-face-to-face automobile insurance before and after insurance purchase. Methods: For these purposes, we conduct a five-step program to develop a comprehensive communality model to measure service quality except insurance purchase channels. Results: As a result, we find five communality factors: value-added service for automobile maintenance, value-added service for drivers, quickness, dispatch service, and convenience of the service process. And the relative importance of service quality factors was in the order of value-added service for drivers, the convenience of the service process, quickness, and dispatch service, respectively. Conclusion: This study developed the opportunities to enhance service quality to attract customers. And it contributes to the academic literature by reporting the industry-specific service quality model, which maintains a theoretical gap in the online and offline automobile insurance industry.

커피전문점의 서비스 품질 및 서비스공정성이 고객만족 및 행동의도에 미치는 영향: 국내외 커피전문점을 조절효과로 (Effects of Service Quality and Service Fairness of Coffee Brand on the Service Quality and Behavioral Intention: Domestic/Foreign Coffee Brand as Control Effects)

  • 김정애;권용주;변광인
    • 한국조리학회지
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    • 제23권4호
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    • pp.144-162
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    • 2017
  • This research utilized integrated package program of PASW Statistics 18.0 and AMOS 22.0 to analyze how the influence of service quality factor of coffee chains affects customer satisfaction and intention of customer behavior. The utilized statistics techniques were frequency analysis, exploratory, confirmatory factor analysis, covariance structure analysis, multiple group structure equation model analysis, etc. As a result of hypothesis verification, first of all, it was verified that the service quality factor of coffee chains affected positive (+) effect on service justice. Second, it was verified that the service justice affected positive (+) effect on customer satisfaction. To see it detailed, it is possible to see that all factors, perception of interactive justice, distributive justice, procedural justice, were adopted as the case of affecting service satisfaction (p<.001). Third, it was verified that among the circumstances that service quality affected to satisfaction, justice played a role as intermediary role. Fourth, it was verified that service satisfaction affected positive (+) effect on customer satisfaction, finally, the influence that customer satisfaction affecting behavioral intention has no effect on behavioral intention by brands of domestic or abroad.

서비스 품질의 체계적 문헌 조사 연구: 계량서지학과 네트워크 분석을 중심으로 (A Systematic Literature Review on Service Quality: Bibliomertics and Network Analysis)

  • 정의범;박진수
    • 품질경영학회지
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    • 제47권2호
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    • pp.327-344
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    • 2019
  • Purpose: This study aims to conduct a systematic literature review to suitably identify wide and specific issues and topics on service quality in supply chain. Methods: This study is to investigate service quality in supply chain research using a systematic literature review methodology. In order to extract influential journals and papers, we used the SJR impact factor provided by the SCOPUS database. The collected 169 papers were analyzed using bibliometric analysis, citation analysis as well as keywords network. Results: We conducted a bibliometric analysis to identify top authors contributing to service quality in supply chain and their issues, and further examined important keywords and new emerging keywords. In addition, we extracted five influential papers by PageRank to clarify critical issues and divided into five clusters to identify topics of service quality in supply chain by using network-based approach. In order to examine comprehensive issues and topics of service quality in supply chain, we constructed a keyword network to observe difference in the classification of important keywords across network centrality measures. Conclusion: Our study reviewed literature on service quality in supply chain and explored the future directions and trends of service quality in supply chain.

SERVICE QUALITY EVALUATION INDICATORS FOR ASP-BASED PROJECT MANAGEMENT INFORMATION SYSTEM

  • Lee, Seul-Ki;Yu, Jung-Ho;Kim, Chang-Duk
    • 국제학술발표논문집
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    • The 3th International Conference on Construction Engineering and Project Management
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    • pp.1453-1462
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    • 2009
  • It is very important for performance of information system that we make an effort to raise user's satisfaction by continuously grasping user's requirement by evaluation of PMIS based on ASP service quality and reflecting this to information system. However, It is lack that developments of suitable evaluation index of PMIS based on ASP service quality. Hereupon, In this study, we propose the evaluation indicators. First, The evaluation area is classified by form the foundation of D & M IS Success Model (2003); system quality, information quality, service quality. Second, The detail evaluation item which include considerations which are gotten through investigation of the construction industry and PMIS based on ASP is grouping by form the foundation SERVQUAL which is a service quality evaluation tool proposed PZB(1988). It is suitable to evaluate PMIS based on ASP service quality in construction industry and able to evaluate various aspects.

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KD-SQS Service Quality in Discount-Based Retail: Service Guarantee Adjustment Effect, Service Value, and Store Loyalty

  • Lee, Young-Chul;Kim, Jong-Lak
    • 유통과학연구
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    • 제12권7호
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    • pp.53-61
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    • 2014
  • Purpose - This study focuses on "large-scale marts," which is a typical discount-based retail channel (hereinafter, DRC), and provides practical managerial implications by applying the KD-SQS service quality factor based on customers' experiential perspective by developing and applying existing service measures. Research design, data, and methodology - The research subjects include adults who have experienced "large-scale marts." The research involved SPSS 20.0 and AMOS 19.0 packages; path analysis is used to analyze structural relationships. Results - First, physical aspects, human interaction, and additional convenience aspects of service quality have statistically significant influence on service value. Second, physical aspects, human interaction, and policy have statistically influence on store loyalty. Third, service value influences store loyalty. Fourth, service guarantee adjusts the relationship between service quality, service value, and store loyalty in terms of human interaction and policy. Conclusion - Among service quality measures, improving service value through personal service needs to be prioritized, while we need to develop different methods for the service guarantee system to effectively influence service value and store loyalty.

Bank Service Quality in Ethiopia: the Case of North and South Gondar Zones

  • Kassie, Abebaw
    • 동아시아경상학회지
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    • 제1권4호
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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.