• 한국경영과학회지
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• 제31권3호
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• pp.127-143
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• 2006

While e-learners' satisfaction would be determined by qualify of e-learning environment including learning management systems, learning contents and interactions, the influence of quality on satisfaction can be changed by e-learners' self-regulated efficacy The objective of this study is to show difference of the relationship between qualify and satisfaction In e-learning by self-regulated efficacy. For this purpose, we propose a research model which consists of five quality factors in e-learning as explaining variables, satisfaction as a result variable and self-regulated efficacy as a control variable. For empirical test of this model, the sample is collected from e-learning classes in a college and divided into two groups by self-regulated efficacy in order to analyze the effects of control variable. By multi-group analysis, we show two groups are different from each other in the relationship between quality and satisfaction of e-learning environment.

• 대한안전경영과학회지
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• 제15권1호
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• pp.259-269
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• 2013

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements(:must-be, one-dimensional, attractive requirements which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. As there were a few limitations on the Kano's method and on the Timko's customer satisfaction index method. The objective of this study is to provide improved methodology based on the Kano's method. One case studies are solved by the proposed method.

• 동아시아경상학회지
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• 제5권1호
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• 보건행정학회지
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• 제23권2호
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• pp.145-151
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• 2013

Background: The objective of this study was to explore patient family's evaluation of emergency department (ED) service satisfaction and to compare these with ED staff perception of patient family's evaluation. Methods: Based on two surveys of the National Emergency Medical Center: the 2008 National Survey for Recognition and Satisfaction towards Emergency Medical Services and the 2008 Opinion Survey of Emergency Medical Service Providers, satisfaction gaps among physicians, nurses, and patient family were evaluated by Kruskal-Wallis tests and Wilcoxon-Mann-Whitney tests. Furthermore, the factors associated with satisfaction of emergency medical service were identified by ordinal logistic regression models. Results: There were statistically significant gaps among physicians, nurses, and patient family in overall satisfaction with ED visit, length of stay in ED, enough explanation, physicians/nurses kindness, and ED facilities. Age and income in the patient family model, the number of beds in hospital, job satisfaction and year of service in the physicians model, and the number of beds in hospital, job satisfaction and the number of patients per duty hour in the nurses model were statistically significant factors associated with evaluation/ perception of ED service satisfaction. Conclusion: Patient satisfaction is an important indicator of the quality of care and service delivery in the ED. To improve and understand satisfaction in ED service, a dyadic view of the evaluation of service quality and satisfaction-that is, from the perspectives of both the patient and the emergency medical service providers-should be concerned.

• 대한지역사회영양학회지
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• 제14권6호
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• pp.798-806
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• 2009

The objective of this study was to investigate how to improve job satisfaction for dietitians and nutrition teachers by identifying influencing factors in Daejeon and Chungnam Province, South Korea. A survey was conducted among school foodservice dietitians and nutrition teachers from selected primary, middle and high school in the area. This survey consisted of general characteristics, status of their job, job satisfaction, work satisfaction and work performance. In this study we found current state of general characteristics and status of their job according to frequency analysis and the level of work satisfaction, work performance and job satisfaction using descriptive statistics. The t-test, ANOVA and Duncan-test were also conducted in order to searching for tendency of job satisfaction according to the general characteristics and the status of their job. Pearson's correlation was carried out in order to find correlation with job satisfaction. Also, factors, which influenced job satisfaction according to regression analysis, were drawn. We describe the difference of job satisfaction between irregular dietitians and nutrition teachers as well. Besides we discussed the improvement of dietitians' (nutrition teachers') work environment to raise their job satisfaction through this study.

• 한국산업정보학회논문지
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• 제23권4호
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• pp.55-67
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• 2018

본 연구의 목적은 ERP시스템의 품질요인이 시스템 사용만족도와 개인 및 조직성과에 어떠한 영향을 미치는가를 실증적으로 조사 및 분석하였다. 기존 선행연구들이 시스템의 품질요인에 초점을 맞추고 연구한 반면, 본 연구는 설문지를 사용하여 ERP시스템을 채택한 기업에 있어서 품질요인과 사용만족도 및 기업성과간의 상호관련성을 조사 연구하였다. 특히 기존의 연구들은 시스템품질과 사용만족도 또는 조직성과간의 관련성 연구가 주류를 이루고 있는데 본 연구에서는 정보시스템품질을 시스템품질, 정보품질, 서비스품질 3가지로 분류하고 사용만족도 및 성과도 개인성과와 조직성과로 구분하여 각각의 관련성을 연구하였다는 데 의의가 있다. 연구결과는 다음과 같다. 첫째, ERP시스템의 품질요인의 시스템품질, 정보품질, 서비스품질이 각각 사용자만족도에 유의한 수준에서 정(+)의 영향을 미치는 것으로 확인되었다. 둘째, 시스템 사용만족도가 개인성과와 조직성과에 각각 유의한 수준에서 정(+)의 영향을 미치는 것으로 확인되었다. 또한, 수정지수를 이용한 수정모형에서 얻은 추가 가설인 ERP시스템의 서비스품질이 개인성과 및 조직성과에 각각 유의한 수준에서 정(+)의 영향을 미치는 것으로 확인되었다.

• 한국병원경영학회지
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• 제7권4호
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• pp.123-151
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• 2002

The objective of this study is to analyze the causal relationship of hospital inpatient's perceived quality, overall satisfaction, service value, and future intention to revisit. To carry out this objective, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality and overall patient satisfaction. Data was gathered from a self-administered questionnaire at a 980 bed university hospital in Inchon City. These questionnaire measuring the service quality were distributed to 250 inpatients. The response rate was 66.4%. A total of 166 questionnaires was finally analyzed. To categorize medical service quality, the factor analysis was performed on 42 items. The reliability and validity of these items was evaluated. Finally to test 6 hypotheses, we analyzed the causal relationship of service quality, overall satisfaction, service value, and intention to revisit through the structural equation modeling(SEM). The major results of this study are as follows. First, the dimension of inpatient service quality was categorized into 7 dimensions, that is, personal caring, communication, access, physical environment, facilities and equipment, cleanliness, appropriateness and health status. Second, the reliability and validity of inpatient service quality items was satisfied. Third, as a result of structural equation modeling, the effect of inpatient's perceived service quality on overall satisfaction, service value, and intention to revisit was statistically significant. And total effect on intention to revisit as the core endogenous variable was perceived service quality(1.100), patient satisfaction(0.006), and service value(0.605).

• 한국조리학회지
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• 제23권5호
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• pp.129-139
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• 2017

The necessity of selecting food based on correct information through nutrition ingredients included in the food is being emphasized due to the recent increase in interest of restaurant users in healthy and safe food. This study verified the structural causal relationship among consumer attitude, use reason and health-consciousness regarding nutrition information labeling and their satisfaction and revisit intent. A total of 266 surveys conducted over restaurant users residing in the Busan area was used for the final analysis of the study to attain this study's objective. The suitability of the Structural Equation Modeling and organic causation relationship was verified through the statistics programs SPSS (V 23.0) and AMOS (V 21.0) in order to attain this study's objective, and the control effect of age has been verified. The results showed that a meaningful causal relationship was confirmed in all elements excluding consumer attitude. A control effect was also confirmed in the influential relationship between use reason and satisfaction level. The results of the study suggested that the nutrition information labeling system of restaurants provides practical implications and marketing strategies for restaurant managers and government policy makers.

• 한국의류학회지
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• 제28권1호
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• pp.12-21
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• 2004

The purposes of this research were (1) to identify service quality and apparel quality in apparel stores, (2) to examine the influence of service quality, product quality and price on customer satisfaction, (3) to examine the influence of service quality, product quality, price and customer satisfaction on repurchase intention that is important feature of store patronage. The data was collected from 435 female students, career women, and house wives using questionnaire and analyzed by frequency analysis, factor analysis, reliability analysis and regression. The results of this research were as follows: (1) Service quality in apparel stores was divided into six factors: facilities and policy/ salesperson VMD/ after service/ impression and atmosphere/ promotion. (2) Product quality was divided into four factors: objective feature/ expressive feature/ wearing sensation/ fitness. (3) Service quality, product quality, price influenced customer satisfaction. (4) Product quality, price and customer satisfaction influenced repurchase intention directly, but service quality influenced repurchase intention indirectly. (5) Service quality factors that influenced customer to have repurchase intention were facilities and policy, salesperson, and VMD. (6) Product quality factors that influenced customer to have repurchase intention were objective feature and wearing sensation.

• 한국조리학회지
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• 제6권2호
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• pp.79-95
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• 2000

In the modern industrial society, the management of human resources is regarded as an area as much important as the management itself. The development of human capacity is required to accomplish upgrading human resources quality. The objective of this study aims to seek the way to solve the problem of the job satisfaction of diner out company employee. The collecting data is analyzed by sass which is one of the computer. programs. This empirical research result shows some facts as follows : First, Significant differences between male and female in regard to job satisfaction were found. Second, No significant differences between unmarried and married in regard to job satisfaction were found. Third, Significant differences were found in the accomplishment and communication factor of job satisfaction according to the age, Fourth, Significant differences were found in the hard work environment and accomplishment factor of job satisfaction according to the education Fifth, Significant differences were found in the hard work environment factor of job satisfaction according to the major. Sixth, Significant differences were found in the wages, accomplishment , communication factor of job satisfaction according to the position. Seventh, Significant differences were found in the accomplishment and affinity factor of job satisfaction according to the period of the job. Eighth, Significant differences were found in the duty trait factor of jobs satisfaction according to the level of the pay. Ninth, Significant differences were found in the duty trait factor of job satisfaction according to the kind of the job. Tenth, Significant differences were found in job satisfaction according to the kind of diner out company.