• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.1
• /
• pp.927-938
• /
• 2021

Small and Medium Enterprises (SMEs) is one of several activators that drives the economy of Indonesia because SMEs provide jobs, increase Gross Domestic Product (GDP), and assure the delivery of products and services. However, Indonesian SMEs are not very competitive in the industrial world, and one of the causes is the low quality of products that undermine customer satisfaction. There are several factors presumed as influencing customer satisfaction, which among others include product knowledge, service quality, and competitive advantage. The objective of this research is to reveal the contribution of product knowledge and service quality to customer satisfaction with competitive advantage as the mediation variable. This research used a quantitative approach. The causal relationship across variables was examined with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The sample of this research involved 140 respondents. Data was collected through a questionnaire and the items in the questionnaire were processed with a software called SmartPLS version 3.3.2. Results of this research indicate (1) product knowledge and service quality can increase competitive advantage and customer satisfaction in East Java SMEs; (2) competitive advantage can act as a mediator in the effect of service quality on customer satisfaction (3) product knowledge can increase customer satisfaction but the increase is not significant statistically.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.43 no.4
• /
• pp.33-40
• /
• 2020

In order to satisfy customers, it is important to identify the quality elements that affect customers' satisfaction. The Kano model has been widely used in identifying multi-dimensional quality attributes in this purpose. However, the model suffers from various shortcomings and limitations, especially those related to survey practices such as the data amount, reply attitude and cost. In this research, a model based on the text sentiment analysis is proposed, which aims to substitute the survey-based data gathering process of Kano models with sentiment analysis. In this model, from the set of opinion text, quality elements for the research are extracted using the morpheme analysis. The opinions' polarity attributes are evaluated using text sentiment analysis, and those polarity text items are transformed into equivalent Kano survey questions. Replies for the transformed survey questions are generated based on the total score of the original data. Then, the question-reply set is analyzed using both the original Kano evaluation method and the satisfaction index method. The proposed research model has been tested using a large amount of data of public IT service project evaluations. The result shows that it can replace the existing practice and it promises advantages in terms of quality and cost of data gathering. The authors hope that the proposed model of this research may serve as a new quality analysis model for a wide range of areas.

• Asia-Pacific Journal of Business
• /
• v.12 no.2
• /
• pp.131-143
• /
• 2021

Purpose - The main purpose of this study is to investigate service industry employee' perceptions of Work-Life-Balance (WLB) and the influences of these perceptions on their overall Quality of Life (QOL). The study hypothesizes that employees' overall Quality of Life is influenced by Work-Life-Balance. Design/methodology/approach - The target population for this research consisted of service industry employees. The data was collected using the online-survey method and 449 usable responses were analyzed using AMOS program. Findings - The results indicated that psychological environment and family environment positively affected overall quality of life each, and work environment negatively influenced on overall quality of life. Research implications or Originality - Despite the importance of Work-Life-Balance (WLB), most of previous studies have investigated WLB from company perspective while limited research has examined employees' WLB perceptions. The findings of this study enrich knowledge of WLB from employee perspective especially in service industry.

• The Journal of Industrial Distribution & Business
• /
• v.15 no.7
• /
• pp.1-9
• /
• 2024

Purpose: This research adopts the SERVQUAL and LSQ frameworks to examine the correlation between return reverse logistics service quality of the JD platform and customer satisfaction, as well as the linkage between consumer satisfaction and repurchase intention. Research design, data and methodology: A comprehensive literature review on both domestic and international logistics service quality has been conducted. Considering the unique aspects of JD's return reverse logistics services, an evaluation framework with 5 dimensions and 21 indicators is formulated, including communication, information, return process, empathy, and convenience. A conceptual model exploring the influence of JD's reverse logistics service quality on customer repurchase intention is developed, proposing six hypotheses. For this investigation, 358 valid questionnaires were collected, processed, and analyzed using SPSS 22.0. The structural equation modeling was conducted and validated through AMOS 21.0 software. Results: Following a thorough analysis of data, it reveals that: (1) Information quality, return process quality, and empathy significantly enhance customer satisfaction. (2) Customer satisfaction positively impacts repurchase intention. Conclusion: Based on these findings, three strategic recommendations are offered for e-commerce platforms with in-house logistics systems. The research also discusses limitations and future research directions.

• The Journal of Bigdata
• /
• v.2 no.2
• /
• pp.87-93
• /
• 2017

The research on data quality has been performed for a long time. However, the research focused on structured data. With the recent digital revolution or the fourth industrial revolution, quality control of big data is becoming more important. In this paper, we analyze and classify big data quality types through previous research. The types of big data quality can be classified into value, data structure, process, value chain, and maturity model. Based on these comparative studies, this paper proposes a new standard, service quality of big data.

• Korean Journal of Air-Conditioning and Refrigeration Engineering
• /
• v.25 no.11
• /
• pp.631-639
• /
• 2013

This study derives quality checking items in Building Mechanical Systems Design Criteria, and suggests quality criteria to review BIM models in the duct system of an air conditioning system for rule-based automatic checking. First, components for the duct system of an air conditioning system were reviewed, and the quality checking items were drawn from Building Mechanical Systems Design Criteria, through assessment according to object, attribute and relationship composing the BIM model. Second, quality checking types were derived, by analyzing the quality checking items and Rule set of the Solibri Model Checker. Finally, methods of algorithm functioning for checking the BIM models for mechanical systems in computers were drawn, and Elements to comprise the quality checking criteria (rule) were suggested. This study means that that checking items are derived from domestic criteria, and a way for the development process of determining quality checking criteria (rules) is suggested.

• Journal of Korean Society for Quality Management
• /
• v.34 no.4
• /
• pp.78-92
• /
• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.

• Journal of Korean Institute of Industrial Engineers
• /
• v.27 no.2
• /
• pp.118-134
• /
• 2001

The research in the field of quality engineering has mainly focused on the manufactured products. The philosophy and concept of the existing quality engineering should be equally applicable in the coming e-Business era. However, there would be numerous new quality-related issues in the e-Business environment, due to the fundamental change in the business processes, which did not exist in the past. This paper first proposes a framework for quality engineering research suited for the e-Business environment, and then identifies major quality-related issues that should be resolved in the near future. It also evaluates the potential usefulness and limitations of the existing quality engineering tools in resolving such issues.

• The Journal of Information Systems
• /
• v.32 no.3
• /
• pp.63-83
• /
• 2023

Purpose With the continuous growth of the OTT services market, trust issues are becoming increasingly important, but research on this topic is still in its infancy. The purpose of this study is to identify the structural relationship between information system quality and reuse intention of OTT services and to analyze the impact of trust and user satisfaction. Design/methodology/approach This study proposed a research model based on the information system success model. In this study, a survey was conducted among 236 Korean users who have used OTT services within the last six months. Findings The results of the analysis showed that text quality and visual quality had a significant impact on trust in OTT services, with text quality having the largest impact. System quality and text quality also had a significant impact on trust in OTT service providers. However, visual quality did not have a statistically significant effect on trust in the service provider. Trust in the OTT service and the service provider was analyzed to have a significant impact on user satisfaction. However, it did not have a statistically significant impact on reuse intention. These findings have important implications for improving trust in OTT services to increase users' reuse intentions. It is also expected to contribute to further expanding the field of OTT service research.

• Proceedings of the KIEE Conference
• /
• 2005.07a
• /
• pp.447-449
• /
• 2005

Power supply system & environment have been changed according to the universal global electrification, the pursuit of improving productivity and the convenience of life. The various kinds of modem electric facilities and almost of all kinds of digital devices embedded microprocessor are very sensitive to the supplied power quality variations. So, they are stopped and result in large economic damage when even the deterioration of power quality with short duration is occurred, which was not so fatal to the conventional industrial facilities and devices. Conversely, those facilities and digital devices generate many kinds of power quality problems such as harmonic.;, flicker, voltage drop, etc. This paper presents the status of power quality and outlines the development of a new power quality monitoring system based on the experience of a series of authors' researches and field measurements for industrial customers in Korea. It also proposes the functions of the monitoring device and the efficient analysis method based on the Korean electrical act and international standards on power quality. Finally, the authors suggest some countermeasures for advancing the power quality to cope with the competitive electric power market and customers' needs after domestic restructuring of electric power industry.