• Title/Summary/Keyword: contact effect

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Preparation of Hydrophobic Coating Layers Using Organic-Inorganic Hybrid Compounds Through Particle-to-Binder Process (유-무기 하이브리드 화합물과 Particle-Binder 공정을 이용한 소수성 코팅막 제조)

  • Hwang, Seung-Hee;Kim, Hyo-Won;Kim, Juyoung
    • Journal of Adhesion and Interface
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    • v.21 no.4
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    • pp.143-155
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    • 2020
  • Hydrophobic Organic-Inorganic (O-I) hybrid materials prepared by sol-gel process have been widely used at functional coating fields such as coatings for anti-corrosion, anti-icing, self-cleaning, anti-reflection. The key point for fabricating hydrophobic surface is to optimize the surface energy and roughness of the coating films. There are typical processes to control the surface energy and roughness which are 'In situ fabricating', 'Pre-fluorinating/Post-roughening', 'Pre-roughening/ Post-fluorinating'. In this study, particle-binder process was used for in-situ fabrication of hydrophobic coating films. Various O-I hybrid compounds prepared using several kinds of alkoxysilane compounds were used as a binder for silica nanoparticles at particle-binder process. To study effect of fluorine content and weight ratio of particle : binder on the hydrophobicity and surface morphology, Hydrophobic coating films were prepared onto glass substrate at various content of fluorine content of O-I hybrid binder and weight ratio of particle : binder. The coating films prepared using O-I hybrid binder (GPTi-HF10) having 10 wt% of fluorine content showed the highes water contact angle (107.52±1.6°). The coating films prepared at 1:3 weight ratio of GPTi-HF10 : silica nanoparticle exhibited the highest water contact angle (130.84±1.99°).

A Study on the Management of Blended Learning at School Library: Focusing on Reading Club Program Linked with Free Semester System (학교도서관의 블렌디드 러닝 운영에 관한 연구 - 자유학기제 연계 독서동아리 프로그램을 중심으로 -)

  • Song, Jiae
    • Journal of the Korean Society for Library and Information Science
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    • v.55 no.2
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    • pp.179-200
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    • 2021
  • This study is aimed at analyzing cases of management focusing on a reading club using the blended learning at school library and the relevant programs of the free semester system. Therefore, the study has designed a research model for the blended-based management of school libraries, and cases of activities of reading clubs at school libraries for participants in programs linked with the free semester system have been analyzed. As a result of the analysis, first, the confidence level was satisfied in all areas of stability, consistency, predictability and verification on confidence level for related variables of the research model. Second, a meaningful relation has been verified in the correlation analysis between the blended activities and activities of the career search and the career design. Third, as a meaningful static effect has been shown in the contact-free activities in the areas of activities of the blended learning and activities of the career search and the career design, it was verified that programs linked with reading clubs of the free semester system have higher positive effects in the contact-free activities. Last but not least, programs related to local governments to support reading clubs at school libraries have been presented, and management of the blended learning at school libraries has been suggested.

Morphology control of glassy carbon coating layer to additive ethylene glycol and phenolic resin (페놀수지 및 에틸렌 글리콜을 첨가한 유리질 카본 코팅층의 물성 제어)

  • Joo, Sang Hyun;Joo, Young Jun;Lee, Hyuk Jun;Sim, Young Jin;Park, Dong Jin;Cho, Kwang Youn
    • Journal of the Korean Crystal Growth and Crystal Technology
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    • v.32 no.3
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    • pp.89-95
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    • 2022
  • In this study, glassy carbon coating was performed on the graphite using a phenolic resin and a curing agent was mixed with ethylene glycol as an additive to form the uniform surface. The phenolic resin was dried and cured under the environments of hot air, then converted into a glassy carbon layer by pyrolysis at 500~1,500℃. FTIR, XRD, SEM analysis, and density/porosity/contact angle measurement were performed for characterization of glassy carbon. The pyrolysis temperature for high-quality glassy carbon was optimized to be about 1,000℃. As the content of the additive increased, the effect of reducing surface defects on the coated surface, reduction of porosity, increase of contact angle, and increase of density were investigated in this study. The method of forming a glassy carbon coating layer through an additive is expected to be applicable to graphite coating and other fields.

Antibacterial and Antiviral Activities of Multi-coating Polyester Textiles (다중 코팅 폴리에스터 섬유 여재의 항균 및 항바이러스 특성)

  • Ko, Sangwon;Lee, Jae-Young;Park, Duckshin
    • Applied Chemistry for Engineering
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    • v.33 no.4
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    • pp.444-450
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    • 2022
  • The effect of coated polyester (PET) textiles with metal oxide, chitosan, and copper ion on the antibacterial and antiviral activities was evaluated to investigate the applicability of multi-coated PET textiles as antiviral materials. Compared to coated PETs with a single agent, multi-coated PETs reduced the loading amount of coating materials as well as the contact time with bacteria for a bacterial cell number of < 10 CFU/mL, which was not detectable with the naked eyes. Metal oxides generate reactive oxygen species (ROS) such as free radicals by a catalytic reaction, and copper ions can promote contact killing by the generation of ROS. Chitosan not only enhanced antibacterial activities due to amine groups, but enabled it to be a template to load copper ions. We observed that multi-coated PET textiles have both antibacterial activities for E. coli and S. aureus and antiviral efficiency of more than 99.9% for influenza A (H1N1) and SARS-CoV-2. The multi-coated PET textiles could also be prepared via a roll-to-roll coating process, which showed high antiviral efficacy, demonstrating its potential use in air filtration and antiviral products such as masks and personal protective equipment.

The effect of un-contact lecturess on dental hygiene and students' self-directed learning ability and learning immersion on major satisfaction in the COVID-19 situation (코로나 19 상황에서 비대면 수업이 치위생과 학생들의 자기 주도적 학습능력 및 학습몰입이 전공만족도에 미치는 영향)

  • Doe, Yue-Jeong;Min, Hee-Hong
    • Journal of Industrial Convergence
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    • v.20 no.2
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    • pp.71-78
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    • 2022
  • This study intends to present a desirable vision so that students can focus on their studies and adapt to the dental hygiene major education perceived by dental hygiene students in un-contact lecturess situations by preparing measures to increase student satisfaction with the dental hygiene department. Data collection was conducted using a self-reported questionnaire from students in the dental hygiene department at universities in Seoul, Chungcheong, and Gangwon from June 20 to August 19, 2021. Variables according to the general characteristics of the subjects were analyzed using t-test and one-way ANOVA, and the post hoc test was verified by Tukey. The correlation between variables was Pearson's correlation, and the factors affecting dental hygiene and students' major satisfaction were multiple regression. The self-directed learning ability of dental hygiene students was 3.57 points, learning immersion was 3.02 points, and major satisfaction was 3.54 points. Dental hygiene students were found to have higher major satisfaction with higher grades, higher college life satisfaction, and higher learning immersion and self-directed learning ability. Therefore, it was found that systematic program development and application is necessary to improve major satisfaction in difficult circumstances due to COVID-19.

Effects of McConnell Taping and Kinesio Taping on Pain and Lower Extremity Joint Angles During Stair Ascent in People with Patellofemoral Pain Syndrome (McConnell 테이핑과 Kinesio 테이핑이 무릎넙다리통증증후군 환자의 계단 올라가기 시 통증과 다리관절 각도에 미치는 영향)

  • Yoon, Sam-won;Son, Ho-hee
    • PNF and Movement
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    • v.20 no.2
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    • pp.189-201
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    • 2022
  • Purpose: The purpose of this study was to investigate the effect of McConnell taping and Kinesio taping on pain and lower extremity joint angles when patients with patellofemoral pain syndrome (PFPS) ascend stairs. Methods: Fifty young adults who were experiencing anterior knee pain due to PFPS were selected as participants. Then, 25 patients were randomly assigned to the McConnell taping group and 25 to the Kinesio taping group. Pain and lower extremity joint angle were measured while ascending stairs before and after the intervention. A paired t-test was performed to evaluate the amount of change in the parameter values after the intervention within the groups, and an independent t-test was used to compare the results of the groups. Results: In the within-group comparisons, a statistically significant difference was found in both groups between the anterior knee pain scale scores recorded before and after the intervention (p < 0.05). A statistically significant difference was also found between the groups (p < 0.05). Comparison of the lower extremity joint angles at initial contact, loading response, terminal stance, and pre-swing within the groups showed that there were statistically significant differences in the hip, knee flexion, abduction, lateral rotation, and dorsiflexion angles in both the McConnell and Kinesio taping groups (p < 0.05). There was also a statistically significant difference in all angles between the groups during the following events (p < 0.05): (1) at initial contact, (2) at loading response (except hip flexion angle), (3) at terminal stance (except hip flexion and lateral rotation angles), and (4) at pre-swing (except hip, knee abduction, and inversion angles). Conclusion: McConnell taping and Kinesio taping both effectively improved the occurrence of knee pain and the lower extremity joint angles during stair ascent in patients with PFPS. However, McConnell taping had a significant impact on pain reduction and lower extremity joint angles compared to Kinesio taping.

Effect of open proximal contact on adjacent tooth and implant (개방된 인접면 접촉이 인접자연치와 임플란트에 미치는 영향)

  • Moon, Sohyun;Kim, Gwangyun;Cho, Seonghun;Song, Joohun;Kim, Hee-Jung
    • Journal of Dental Rehabilitation and Applied Science
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    • v.38 no.1
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    • pp.9-17
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    • 2022
  • Purpose: The purpose of this study is to investigate how open contacts impact the natural teeth and dental implant prostheses. Materials and Methods: Following criteria were used to select 20 implant crowns with open proximal contacts as the experimental group (Group A): the restorations were delivered in Chosun University Dental Hospital between 2008 and 2018, the restorations are in the posterior region, opposing teeth are fixed dental prostheses, neighboring teeth are sound natural teeth, the patient had been on the maintenance program for at least 3 years. Another 20 implant crowns with closed proximal contacts were selected as the control group (Group B) using the same criteria. Between the two groups, dental caries and food impaction of the neighboring natural teeth and marginal bone-loss of the implants were compared and evaluated. Results: There was no statistically significant difference between Group A and Group B in the occurrence rates of dental caries, food impaction, and marginal bone-loss. The amount of marginal bone-loss, however, revealed statistically significant differences between the two groups, with Group A showing 0.80 ± 0.39 mm loss and Group B showing 1.1 ± 0.43 mm loss. Conclusion: Implant prostheses with open contacts could be clinically considered in select cases as such restorations revealed no harmful effects on neighboring teeth and implant restorations within the perimeters of this study.

Effect of O2 Plasma Treatment on Electrochemical Performance of Supercapacitors Fabricated with Polymer Electrolyte Membrane (고분자 전해질막으로 제조한 슈퍼커패시터의 전기화학적 특성에 대한 산소 플라즈마 처리 영향)

  • Moon, Seung Jae;Kim, Young Jun;Kang, Du Ru;Lee, So Youn;Kim, Jong Hak
    • Membrane Journal
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    • v.32 no.1
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    • pp.43-49
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    • 2022
  • Solid-state supercapacitors with high safety and robust mechanical properties are attracting global attention as next-generation energy storage devices. As an electrode of a supercapacitor, an economical carbon-based electrode is widely used. However, when an aqueous electrolyte is introduced, the charge transfer resistance increases because the interfacial contact between the hydrophobic electrode surface and aqueous electrolyte is not good. In this regard, we propose a method to obtain higher electrochemical performance based on improved interfacial properties by treating the electrode surface with oxygen plasma. The surface hydrophilization induced by the enriched oxygen functionalities was confirmed by the contact angle measurement. As a result, the degree of hydrophilization was easily adjusted by controlling the power and duration of the oxygen plasma treatment. As the electrolyte of the supercapacitor, PVA/H3PO4, which is a typical solid-state aqueous electrolyte, was used. Free-standing membranes of PVA/H3PO4 electrolyte were prepared and then pressed onto the electrode. The optimal condition was to perform oxygen plasma treatment for 5 seconds with a low power of 15 W, and the energy density of the supercapacitor increased by about 8%.

The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010
  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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  • Analysis of causal factors in the relationship marketing for optical stores (안경원의 관계마케팅 영향요인)

    • Han, Suk-Young;Kim, Tae-Hun;Sung, A-Young;Kim, Douk-Hoon
      • Journal of Korean Ophthalmic Optics Society
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      • v.10 no.3
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      • pp.215-220
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      • 2005
    • On entering new millenium, there has been an important switchover in the divergent View and its cases on commercial marketing. This study is to focus on the related influence factors of the optician's marketing. Aiming to improve the relationship of the manager and the manager and the clients, this study tried to find out the influences of the marketing. We defined quality of relation as three element, trust, satisfaction, absorption. We investigated how it influenced optician's characters, goods, service, price, physical convenience and communication to the quality of relation. Moreover, we investigated how it influenced optician characters like knowledge information, good impression, contact and relation marketing of dissatisfaction solution, also quality of relation could or not influence about repurchase intension and Big Mouth marketing. Optician's characters affect on affirmative effect to trust and absorption, but little affirmative effect to satisfaction. Since optician's characters are trust and absorption rather than satisfaction influence, they actively should improve customer-oriented variety of goods, service, physical convenience, communication. As price and communication structure of optician was formed so not modernized, we realized these have not influenced their trust, satisfaction, absorption to customer. Optician's characters influenced more affirmative effect to satisfaction than thrust and absorption. quality of relations mostly provided affirmative effect to the result of relation. The opticians should make efforts to influence on customer satisfied with goods and service, also to have trust and absorption for customer, should maintain good partnership with customer.

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