• 품질경영학회지
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• 제45권2호
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• pp.261-274
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• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• 한국의류학회지
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• 제41권6호
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• pp.1039-1049
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• 2017

This study investigated the effect of shopping satisfaction on travel satisfaction, travel specific quality of life and overall quality of life for Korean vacation tourists. Tourist evaluations on those four variables were confirmed first. The effect of shopping satisfaction on the other variables was then investigated. The effect of demographics was also identified. An on-line survey method was used to obtain data of 20's-50's tourists, while factor analysis, regression analysis, ANOVA, and Duncan test were applied to analyze data. The results were as follows. First, shopping satisfaction of the vacation travel showed a positive effect on tour satisfaction, which affected the quality of life after travel. Second, travel specific quality of life had a significant effect on overall quality of life and confirmed the bottom-up spillover effect. Third, the perception of shopping satisfaction, travel satisfaction, travel specific quality of life, and overall quality of life differed by demographic factors. Women and young tourists revealed high satisfaction scores in shopping and travel; in addition, wealthy travelers showed a higher quality of life. Occupation tended to partly affect satisfaction and quality of life. The findings implied that travel and tourists' shopping are an important element to enhance the quality of life.

• 품질경영학회지
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• 제40권3호
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• pp.234-244
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• 2012

Purpose: In the private sector, many Customer Satisfaction Index Models have already been developed and are being applied in a variety of industries. In spite of continuously increasing of quality for military goods, measuring tools of Quality Satisfaction have not been developed yet. Method: In 2004, Defense Quality Assurance Agency and Seoul National University jointly developed MCSI(Military Customer Satisfaction Index) as a benchmark NCSI(National Customer Satisfaction Index), but it is limited to aply to military goods. We focused on product quality and developed MQSI(Military Quality Satisfaction Index) Model. Result: We propose a new Satisfaction Index Model(MQSI, Military Quality Satisfaction Index) that can be applied to military goods. Conclusion: In this study, configuration and variables of MQSI Model are described. Also the result of preliminary survey is briefly explained.

• 한국병원경영학회지
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• 제15권2호
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• pp.107-128
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• 2010

These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

• International Journal of Advanced Culture Technology
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• 제8권3호
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• pp.172-185
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• 2020

To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

• International Journal of Advanced Culture Technology
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• 제11권2호
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• pp.345-357
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• 2023

This research investigates the relationship between the information quality, service quality, and system quality of lodging apps and the users' expectations, level of satisfaction, and intent to continue using them. For this objective, 418 respondents participated in a survey. To evaluate the hypotheses, the collected data were examined using SPSS 22.0 and AMOS 22.0 statistical software. This study constructed a model using information quality, service quality, system quality, expectancy, satisfaction, and intention to continue using the pre- and post-use relationship of users of accommodation applications. The results of testing the hypotheses indicated that system quality had no significant effect on expectancy, system quality and service quality had no significant effect on satisfaction, and all other hypotheses had significant effects. The conclusion of this research is that the app's system quality, including access speed, access barriers, and privacy, does not satisfy pre- and post-use expectations. In addition, the system quality and service quality of the application have little effect on the app's satisfaction. The information quality of the application has a considerable impact on expectation confirmation and satisfaction, expectation confirmation has an impact on satisfaction, and expectation confirmation and satisfaction have an impact on intention to continue using.

• 동아시아식생활학회지
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• 제17권3호
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• pp.417-424
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• 2007

The purpose of this study was to measure the effects that service quality, perceived value and satisfaction have on loyalty in Namhaean area restaurants. A total of 273 questionnaires were completed. The structural equation model was used as an analysis method to measure the causal effects of service quality, perceived value, satisfaction and loyalty. The results demonstrated that the structural analysis result for the data was an excellent model fit. The effect of service quality on value, the effect of perceived sacrifice on value, the effect of service quality on satisfaction, the effect of value on satisfaction, and the effect of satisfaction on loyalty were statistically significant. Moreover service quality had an indirect effect on satisfaction through perceived value, and service quality also had an indirect effect on loyalty through perceived value and satisfaction. Perceived value had an indirect effect on loyalty, and an effect through satisfaction. Perceived sacrifice had an indirect effect on satisfaction through perceived value, and it also had an indirect effect on loyalty, and an effect through satisfaction. Further study is still required, and should be aimed at identifying the causal mechanisms of constructs, such that restaurant managers might be better prepared to offer value and satisfaction to their customers.

• 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.

• 품질경영학회지
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• 제47권4호
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• pp.807-822
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• 2019

Purpose: To increase the competitiveness of the university and improve the quality of education by providing education services that meet the student's satisfaction needs based on the education service quality survey of university students. Methods: A questionnaire consisting of 6 elements and 38 questions was prepared and students were surveyed. The importance and satisfaction ISA analysis was conducted. Results: The results of this study are as follows; there was a difference in the perception of importance and satisfaction by student characteristics regarding the results of educational service quality measurement. Working students need an extra effort in the educational environment and foreign students in student services. Conclusion: The importance of educational service quality-satisfaction survey should be used to identify the factors of educational service quality by student characteristics to improve student satisfaction, improve the quality of education, and support educational services with a strategic approach.

• 품질경영학회지
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• 제41권1호
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• pp.53-68
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• 2013

Purpose: The paper presents research that examine relationship difference education quality, satisfaction, loyalty in university education sector. Specifically, the effects of difference education quality on student satisfaction and loyalty in the context of education quality are examined. Methods: A model of difference education quality effect on student satisfaction and loyalty is introduced and tested in the university using student perceptions of provider. Questionnaire was developed, and data was collected and analyzed for this study with SEM(Structural Equation Modeling). Results: The results are as follows: Education capability, BNIE(Business Newspaper In Education) are significantly influenced on student satisfaction. In addition, student satisfaction is significantly influence on external customer satisfaction, professor image. Professor image is significantly influence on student loyalty. Conclusion: Upon learning of student need and want, professor can focus on development of difference education quality based on student need and want.