• Journal of the Korean Operations Research and Management Science Society
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• v.34 no.4
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• pp.165-183
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• 2009

In a service process, the customer typically experiences two types of interactions; one is interaction with the physical ambiance (servicescape) and the other is with employees who may be responsible for the service process quality. The literature in general supports that process quality is a critical determinant for overall service quality and customer satisfaction. In this paper, we primarily examine how the servicescape intervenes the association between process quality and employee/customer satisfaction. The proposed models are tested. using the data collected from the major golf courses in Korea. The results suggest that improving process quality and servicescape have a positive influence on employee/customer satisfaction directly and/or indirectly, but the effect of servicescape may be stronger in the case of golf course businesses. Servicescape also contributes to improving process quality by enhancing employee satisfaction. These results collectively indicate that management emphasis on improving service quality without renovating physical surroundings may results in unsatisfactory outcome.

• Management Science and Financial Engineering
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• v.13 no.2
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• pp.79-97
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• 2007

This paper investigates the relationship of service quality and user satisfaction in the wired and mobile Internet services based on the integrative framework of both systems. Given a moderate level of reliability and validity, the commonly driven dimensions for measuring service quality include responsiveness, assurance, empathy, convenience, usefulness, and diversity. User satisfaction is measurable by the dimensions of communication/entertainment, finance/economics, location/geography, and information/consulting. We apply the MANOVA tests to evaluate whether each of the service quality dimensions has an overall influence on user satisfaction. Next, multiple regression analyses are conducted to check if unique positive effect exists between each combination of service quality dimensions and user satisfaction dimensions. The results show that service quality must be taken care of with respect to the assurance dimension in order to enhance customer satisfaction in the dimensions of location/geography, which will contribute to increasing the utilization of mobile service. For improving user satisfaction in the dimension of information/consulting, service quality must be supported with respect to assurance and empathy in the mobile Internet market, in addition to diversity, which is the only significant service quality in the wired Internet service.

• Journal of the Korean Society of Food Culture
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• v.25 no.2
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• pp.189-197
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• 2010

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers' satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers' expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant's success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.2
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• Journal of Preventive Medicine and Public Health
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• v.42 no.3
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• pp.151-159
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• 2009

Objectives : This study was to determine how the perception and the satisfaction of outpatients who utilized clinics and hospitals are structurally related with their willingness to utilize the same institution in the future. Methods : Three hundred and ten responses (via convenient sampling) were collected from 5 hospitals and 20 clinics located in Seoul listed in the "Korea National Hospital Directory 2005". Service quality was utilized as the satisfaction measurement tool. For analysis, we used a structural equation modeling method. Results : The determining factors for general satisfaction with medical services are as follows: medical staff, reasonability of payment, comfort and accessibility. Such results may involve increased competition in the medical market and increased demands for quality medical services, which drive the patients to visit hospitals on their own on the basis of changed determining factors for satisfaction. Conclusions : The structural equation model showed that the satisfaction of outpatients with the quality of medical services is influenced by a few sub-dimensional satisfaction factors. Among these sub-dimensional satisfaction factors, the satisfaction with medical staff and payment were determined to exert a significant effect on overall satisfaction with the quality of medical services. The structural relationship in which overall satisfaction perceived by patients significantly influences their willingness to use the same institution in the future was also verified.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.5 s.142
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• pp.607-616
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• 2005

The purpose of this study was to investigate service quality of department stores located in Daegu and to examine the effects of service quality on customer satisfaction and store patronage. Data(N=285) were analyzed, using factor analysis, 1-test, ANOVA and regression analysis. The results suggest that service quality was divided into 3 dimensions (reliability, tangibles, empathy) and that service quality enhanced customer satisfaction and store patronage. Specifically, tangibles had a positive effect on customer satisfaction, and reliability had a positive effect on store patronage. Also, personal characteristics were related to service quality, customer satisfaction and store patronage. For instance, male customers evaluated tangibles of service quality more positively than female customers. The married evaluated service quality, customer satisfaction and store patronage more positively than the single. While people aged above 36 yews evaluated reliability and empathy of service quality more positively than people aged below 35 years, people in their 20s evaluated tangibles more positively than people in their 30s. People in a higher income bracket (i. e., \301,000,000- \400,000,000) evaluated reliability and empathy of service quality and store patronage most positively, while people in a lower bracket (i. e., below \200,000,000) evaluated most negatively.

• Journal of Information Technology Services
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• v.12 no.3
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• pp.55-71
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• 2013

Mobile communication industry is attracting a lot of attention all over the world and is expected to continue developing endlessly with the current rapid development of IT industry. Nowadays, mobile communication companies of vietnam are competing about service quality in order to retain existing customers and improve customer satisfaction and customer loyalty. This study attempts to research about the effect of mobile communication service quality on customer satisfaction and affecting relationship between customers satisfaction and customer loyalty. In this research empirically examine how mobile communication service quality influence customer loyalty in Vietnam. To do this, after considering characteristics of mobile communication service quality, quality measurement instrument was designed including call quality, call charge, cellphone, added service quality, corporate image, employee's attitude, and behavior. The study finds that all factors of call quality, added servces quality, corporate image, employee's attitude and behavior have positive effect on customer satisfaction except call charge and customers satisfaction also effects customers loyalty positively. From these results, Vietnam domestic mobile communication companies and foreign companies can grasp the general information about Vietnam mobile communication industry, and then, establish customers satisfaction strategies more effectively.

• Journal of the Korea Safety Management & Science
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• v.17 no.1
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• pp.309-320
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• 2015

This study is an empirical study on the relationships among success factors of six sigma(support of top management, education and training, performance-based reward, customer and quality focused thought), job satisfaction, and quality performance. In particular, mediating effect of job satisfaction on the relationship between success factors of six sigma and quality performance is empirically analysed to find causes and impacts among these variables. A survey was conducted on the employees working in 'H' company which is applying six sigma at Ulsan City. The survey questionnaires were sent to 300 people and 216 of them were returned. Data obtained was analyzed with SPSS 18.0. The study results are as follows: First, there were positive relationships between critical success factors of six sigma(except support of top management) and job satisfaction. Second, there was also a positive relationship between job satisfaction and quality performance. Third, there were also positive relationships between critical success factors of six sigma(except support of top management) and quality performance. Finally, job satisfaction were full mediating effects on the relationship between critical success factors of six sigma(education and training, performance-based reward) and quality performance. Critical success factors of six sigma(customer and quality focused thought) had a partial mediating effect on quality performance. On the other hand, support of top management had no mediating effect on quality performance.

• Korea Journal of Hospital Management
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• v.4 no.1
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• pp.171-189
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• 1999

This study aims to investigate the determinants of service quality and the relationships of service quality, customer satisfaction, word of mouth and subsequent purchase intention of medical service. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of medical service quality. SERVQUAL measures service dimension of tangibles, reliability, responsiveness, assurance and empathy. The questionnaire method is used in this study. A survey is conducted on patients who are randomly selected. The questionnaire are sent to 300 patients and 208 are available. The objectives of this study were: 1) to find out the influence of determinants of service quality on medical service. 2) to investigate the relationship of medical service quality and customer satisfaction. 3) to analyze the relationship of customer satisfaction and favorable word of mouth, ubsequent purchase intention 4) to find out the gap perceived service quality between secondary and tertiary hospital. The results of this study are summarized as follows: 1) Reliability, responsiveness and assurance have a positive impact on the medical service quality. 2) Medical service quality has a positive impact on the customer satisfaction. 3) Customer satisfaction has a positive impact on the favorable word of mouth and subsequent purchase intention. 4) There is no gap between secondary and tertiary hospital of perceived service quality.

• Journal of the Korean Data and Information Science Society
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• v.17 no.3
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• pp.763-774
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• 2006

The purpose of this study is to identify relationship among service quality, service value and customer satisfaction of food service industries. The respondents included 120 customers of K-restaurant in the survey. Data were analyzed by confirmatory factor analysis and cause-effect analysis among the constructs. After research model testing, the following results was obtained : Service Value was influenced directly and positively by the service quality. And customer satisfaction was influenced directly and positively by the service value. But customer satisfaction was not influenced directly and positively by the service quality.