• The Journal of the Korea Contents Association
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• v.14 no.7
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• pp.559-570
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• 2014

The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.15-23
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• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• The Journal of the Korea Contents Association
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• v.20 no.5
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• pp.558-569
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• 2020

There has been a steady increase in cultural arts recently, and the need for "regional culture and arts" has been raised as local residents have been making efforts to increase income and develop local areas for regional development. Therefore, this study was intended to establish empirically the effects of local cultural and arts service quality on performance effects and customer satisfaction. Research shows that it affects economic and social and cultural effects as a service quality dimension, and performance effects affect customer satisfaction and intention to reuse them. However, research between customers and employees showed some differences. Through this research, we want to identify what important service quality factors are to satisfy the customers and employees who are watching the performance arts, understand the level of awareness of the effects of the performance, and provide an opportunity to enhance customer satisfaction with the audience and staff.

• Journal of the Korean Applied Science and Technology
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• v.36 no.4
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• pp.1224-1234
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• 2019

This study examines the relationship between service quality, satisfaction and customer loyalty of children's pool. The population distributed a questionnaire to a sample of 300 subjects, and a total of 297 questionnaires were used for data analysis, excluding 3 questionnaires that were determined to be unsatisfactory among the collected questionnaires. In this study, frequency analysis, reliability analysis, exploratory factor analysis, correlation analysis, multiple regression analysis, and simple regression analysis were performed using PASW 21.0. In this study, the significance level of all statistics was set to .05 and the following conclusions were drawn. First, facilities, programs, costs, human resources, and trust in the service quality of children's pools were found to affect satisfaction. Second, the cost, personnel nursery, and trust of the children's pool service quality were found to affect customer loyalty. Third, satisfaction with the service quality of the children's pool affects customer loyalty.

• Journal of the Korean Dietetic Association
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• v.13 no.1
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• pp.15-29
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• 2007

This study was designed to : (a) investigate the present situations of a college union foodservice and suggest authority on establishing new college foodservice, (b) estimate the service quality attributes as perceived by students, (c) identify the effecting factor to customer satisfaction, and (d) formulate the plans and marketing strategies for the increasing usage rate of the foodservice in the future. The questionnaire that developed by interviewing student were conducted with 305 male and female students, who were registered for daytime classes. A total of 284 were usable and data was analyzed by the SPSS(ver. 11.0) for the descriptive analysis, factor analysis, reliability test, multiple regression analysis, t-test, and $x^2$. The decrease in the usage rate of college foodservice by the respondents were influenced most by the 'taste of meal' and next by the 'distance'. The service quality attributes of foodservice currently under operation were evaluated above the average only for the 'price' while evaluated generally to be in the lower level of the average or under for others. As the overall level of satisfaction with the college union foodservice, most of the respondents showed the 36% for the ‘dissatisfaction’ and dissatisfied at 54.4%. Two service quality dimensions,"food . sanitation . service" and "price and comfortable environment" were derived from factor analysis and the reasons for decreasing usage rate of the college foodservice both the nearly located group from college union foodservice(NG) and the far away located group from college union foodservie(FG) indicated the ‘poor taste’ and the 'far distance', and the 'evaluation of students' dining room showed a low rating for the factor of "food . sanitation . service". "food . sanitation . service" was analyzed to have more influence to the overall customer satisfaction.

• Journal of Navigation and Port Research
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• v.41 no.6
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• pp.423-436
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• 2017

This study examines the level of port service quality based on $Gr{\ddot{o}}nroos$(1984)'s Two-Dimensional Model: we investigated service-environment quality and service-delivery quality, and added service-product quality as a process quality. This study focused on a service user like a llner, forwarder, shipper, or a logistics firm using port service in the Port of Busan. We investigated relationships among the following vairables: service quality, customer satisfaction and port image; we also analyzed the path coefficients using Smart-PLS 3.0. The results and suggestions of this study are summarized as follows. First, all of the service quality variables influenced customer satisfaction but service-delivery quality didn't have an impact on port image. Secondly, there is correlation between customer satisfaction and port image; customer satisfaction had a positive effect with port image. Lastly, customer satisfaction and port image influenced the Relation Continuity Intention.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.39-52
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• 2018

Purpose - This study investigates the effect of service quality of coffee shop on store attitude and store loyalty. It demonstrates that the individual's behavior identification level plays a moderating role when the service quality of coffee shop affects store attitude. Conceptually drawing on Brady & Cronin's three-dimensional model of service quality, this study examines the effect of service quality of coffee specialty store on customer's attitudes and loyalty. Also, according to construal level theory, it examines the individual's propensity difference whether the individual's behavior identification level on service quality and store attitude has a moderating effect Research design, data, and methodology - This study used Brady & Cronin's three-dimensional service quality model, and 183 valid cases collected through the questionnaire survey were used for data analyses. For hypothesis testing, regression analysis, multiple regression analysis, and covariance analysis were conducted. Result- As a result of this study, first, it is confirmed that service quality has a positive effect on store attitude toward coffee shop. Second, the difference of an individual's construal level did not have a moderating effect on the influential relationship of service quality on the store attitude of coffee shop. This is because the influence of the service quality is greater than the difference between groups at the construal level. Therefore, there was no moderating influence according to construal level. Third, the store attitude of coffee specialty store has a positive effect on store loyalty. Conclusions - It is confirmed that there is a difference in the effect of service quality and store attitude on general and college students. This suggests that it can be used to establish marketing strategies by segment. And, the college students were found to be more influenced by physical environment quality factor among three dimensions of service quality. Therefore, it is necessary to further improve efforts to raise the level of service quality perception through physical environmental factors such as clean and pleasant environment including the interior of a coffee shop, and internal table arrangement. The empirical study on the moderating effects of customer's tendency of difference is meaningful in the absence of empirical studies.

• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Korean Journal of Occupational Health Nursing
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• v.32 no.3
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• pp.121-129
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• 2023

Purpose: The purpose of this study was to examine the impact of encounters with customer violence on the mental health of customer service workers, and to verify the moderating effect of coworker support. Methods: Workers who indicated that they engaged directly with individuals other than coworkers for more than 25% of their working hours, such as customers, passengers, students, and patients, were the focus of the 6th Korean Working Conditions Survey in 2020. A total of 13,682 people were chosen as the final research subjects, responses from dishonest respondents who had picked "don't know/no answer" or indicated "reject" to pertinent topics such mental health level, were discarded. After adjusting for socio-demographic and vocational characteristics that influence mental health in customer service workers, a hierarchical regression analysis was executed, which incorporated input on customer violence experiences, coworker support, and interaction terms on a step-by-step basis. Results: It transpired that interactions with customer violence had a negative impact on workers' mental health. Additionally, it was shown that workers' mental health status as coworker support increased. Conclusion: This study's limitations include differences in the period the questions were posed, and limitations in interpretation to all workers. And it is difficult to determine the relationship between the frequency of customer violence, occupational characteristics and mental health. Despite its limitations, this study makes an important contribution toward fostering an environment where coworkers can continue to help one another.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.823-829
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• 2020

In this competitive era, it has become a prerequisite for the financial firms providing banking services to understand and meet the customers' needs and demands to remain competitive in today's market environment. Without satisfying the customers, banking business cannot stand alone. To satisfy customers, it is often recommended to provide better quality banking services to the bank customers. Providing quality banking services has become a prime strategic tool for the banking sector nowadays. Therefore, the study investigates the effect of various dimensions of service quality of banking service on customer satisfaction in a developing country, Bangladesh. A total of 212 walking Bangladeshi banking customers participated in this research. A structured questionnaire was developed based on past research. SPSS is utilized for analysis and Likert scale was used in this study. Internal consistency of all items was found correct and a total of seven hypotheses were proposed. For testing, a 5% significance level is considered for acceptance of hypothesis. The findings show that, except employee competency, all other variables such as reliability, assurance, tangibles, responsiveness, empathy, and access to service have positive influence on customer satisfaction. The study provides policy implications for the management boards of the banking sectors.