• Title/Summary/Keyword: satisfaction-rate

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The Role of Justice, Authenticity, and Advice in Retailer's Service Recovery (유통점의 서비스회복 노력이 회복만족에 미치는 영향: 공정성, 진정성, 조언수용을 중심으로)

  • Shin, Yong-Sun;Kim, Moon-Seop
    • Journal of Distribution Science
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    • v.16 no.12
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    • pp.105-113
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    • 2018
  • Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

Effect of the ERP Quality on the Performance and Causal-Effect Analysis between Outcome Variables in the Contract Foodservice Management Company (위탁급식 전문업체 전사적자원관리(ERP) 품질이 업무 성과에 미치는 영향과 업무 성과 변수 간 인과관계 분석)

  • Kim Hyun-Ah;Yang Il-Sun;Kim Jang-Mi
    • Journal of Nutrition and Health
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    • v.38 no.2
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    • pp.180-189
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    • 2005
  • The purposes of this study were 1) to analyze the effect of the ERP quality (system quality, information quality, service quality) on the performance (end user satisfaction, user's performance, system utilization) of business, 2) to conduct the causal-effect analysis between outcome variables (user's satisfaction, user's performance, system utilization) of ERP in the contract foodservice management company. The questionnaires were distributed to 260 end users (dietitians, foodservice management managers) in charge of managing the institutional foodservice such as the office (government agencies, factories), schools (universities, middle and high school) and hospitals which were managed by contract foodservice management company 'C' in Seoul and Kyunggi. The surveys were performed from July 26, 2004 to July 30. 2004. Two hundred and fifty (250) questionnaires were responded (response rate: 96.2%). The statistical analysis was conducted using SPSS Win (11.5). And the descriptive analysis, factor analysis, reliability test, pearson correlation, simple and multiple regression analysis were performed. The results showed that among the 3 factors (system quality, information quality, service quality), the system quality and information quality were proved to have an effect on the user's satisfaction and user's performance significantly (p < .05). The influence of ERP quality (system quality, information quality, service quality) on system utilization were testified to be statistically significant (p < .05). The user's performance were affected significantly by system utilization (p < 0.001) and end user's satisfaction (p < 0.001). As a conclusion, to improve user satisfaction, which is the ultimate performance variable of an ERP system, high quality of an ERP system is the pre-requisite. And the user satisfaction and performance of business would be higher with the better quality ERP system. When constructing ERP system for the contract foodservice management company, we should improve system utilization and user satisfaction altogether so that user's performance could be ultimately enhanced and we should make efforts to enhance the quality level of ERP. (Korean J Nutrition 38(2): 180~189, 2005)

A Study on The Factors Influencing the Satisfaction and Effectiveness of Smart Learning in The View of HRD in Company (기업의 HRD 관점에서 스마트러닝의 만족도와 효과에 영향을 미치는 요인에 관한 연구)

  • Cho, Jae-Han
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.3
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    • pp.468-478
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    • 2018
  • The goal of this study is to propose a new directivity for business training based on an analysis of the learner's satisfaction, the cause of the learning effect and the cause of reenrollment in smart learning courses. The data from 878 learners of 11 companies was analyzed by ANOVA and multiple regression analysis and the following results were obtained. First of all, the satisfaction of studying by smart learning showed various results depending on the motivation, process and contents of studying. According to the results, high rates of satisfaction were observed when the people take an active part in studying, as reflected in the frequency and time of studying. Also, when the learning contents were presented in an animated manner, the satisfaction of the students was increased. Second, the motivation of the students to participate in the smart learning and study process was reflected in the frequency, time and quality of their studies, thus confirming the learning effect. Lastly, the satisfaction and effectiveness of studying by smart learning are the causes of reenrollment. Based on the analysis results, it was concluded that the corporation's support and proper compensation are needed to increase the rate of satisfaction and the effectiveness of smart learning from the corporation's perspective. Also, from the viewpoint of the smart learning system operators, it is necessary to find ways of developing the learning contents.

Longitudinal and short term effects of senior life plans of the middle aged employee on life satisfaction (중고령취업자의 노후생활계획이 삶의 만족도에 미치는 단기·종단적 영향)

  • An, Gi-Seon;Kim, Yun-Jeong
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.13 no.7
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    • pp.3007-3015
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    • 2012
  • This study gave an insight into senior life plans and life satisfaction of the middle aged employee over 45 and under 60 years of age, listed in the KLIPS data for 2001 (4th year) and 2008 (11th year), so as to grasp levels of senior life plans of the middle aged employee as well as the longitudinal and short term effects of senior life plans on life satisfaction. The study findings showed as follow: First, For the period of years, the middle aged employees' health got worse and jobs got instable. Second, economic and physical senior life plans of the middle aged employee turned out below an average of three points which means preparations made below the normal level, whereas senior life plans in terms of relation and leisure and social activities came out with more than an average of three points, respectively, which means preparations made above the normal level. Third, as a result of looking into longitudinal effects of the 2001 senior life plans on life satisfaction, the level of senior life plans for leisure and social activities got higher, life satisfaction stayed higher in the year of 2001. In 2008, however, the higher level of economic plans for senior life came out with a higher rate of life satisfaction. From a short-term perspective, therefore, leisure and social activities to enjoy life impose a great impact on life satisfaction, whereas from a long-term viewpoint economic plans for senior life is regarded to be of greater importance.

A Study on the Job Transfer of Dental Technicians (치과기공사의 이직에 관한 연구)

  • Kwon, Eun-Ja;Bae, Sang-Mok
    • Journal of Technologic Dentistry
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    • v.25 no.1
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    • pp.173-185
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    • 2003
  • This study mainly intends to determine the factors for which dental technicians are satisfied with their jobs and how much the resulting job transfer rate is and thus to identify the correlation between them. For these purpose, 200 subjects were sampled out of dental technicians in Seoul and Incheon, and the survey was performed from July 19, 2002 to August 15 (for 25 days) with self-administered questionnaire. Out of all collected questionnaires, 131 pieces(65.5%) were addressed for this study. As for the tools for this study, the structured questionnaire was used with its proven reliability and feasibility, and the contents of questionnaire consisted of 32 questions on the basis of related references. The contents of questionnaire were categorized into 3 sections: General attribute of subjects; Factors for which dental technicians are satisfied with their jobs; and their intention of job transfer. The questionnaire consisted of total 32 questions which included general attribute of subjects(10 questions), factors of their satisfaction with jobs(17 questions) and intention of job transfer(5 questions). The data analysis was processed by computerized system with SPSS(Statistical Package for Social Sciences). Statistical analysis techniques included frequency, percentage, T-test, F-test analysis and regression analysis. As a result of those analyses, the conclusion can be summarized as follows: 1. As a result of analyzing the factors for which the subjects were satisfied with their jobs, it was found that there were significant differences in career and job title out of question items(P<0.001). It was also shown that the factors of subjects' satisfaction averaged 3.43, which was considerably higher value than I expected. It was found that job and management factors were major job satisfaction factors. 2. As a result of analyzing the intention of subjects to decide their job transfer, it was found that there were significant differences in job title and marital status out of question items(P<0.001). It was shown that the total average of the intention of their job transfer amounted to 3.06. It was shown that dental technicians have relatively higher intention of job transfer from their current work place. 3. It was found that there was inverse correlation between the factors of subjects' satisfaction with their jobs and their intention of job transfer(r=-0.490, P<0.05). Likewise, it was also found that there was inverse correlation mostly between the evaluation value for each independent variable region in term of each factor of job satisfaction and the value for the intention of job transfer. In view of these correlations, it was concluded that higher job satisfaction likely led to lower job transfer. 4. As a result of regression analysis so as to determine the influences of job satisfaction factors on the intention of job transfer, it was found that the highest influential factor was management factor. And it was shown that the test values of model were statistically significant and its explanatory power amounted to 54.6%.

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Analysis on Organization Performance Based on Hospital Culture (기독병원과 일반병원의 조직문화 특성에 따른 조직성과 분석)

  • Kim, Woon-Shin;Nam, Eun-Woo
    • Korea Journal of Hospital Management
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    • v.4 no.2
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    • pp.242-265
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    • 1999
  • Our study attempt is to see organizational performance according to the differences between types of hospital cultures. To determine theoretical relationship between the organizational culture and the performance, we select two hospitals in Pusan which are different in the purposes and shapes of establishment. We surveyed their members on a questionnaire based on the type of the organizational culture of the two institutions, analyzed, and review its organizational effectiveness. For the survey with questionnaires, which had been preliminary studied to raise its validity, question forms were distributed to 528 persons in April, 1999 based on the self-responses and recollected within 48 hours. The recollection rate was high(89.96%) and the quantity of questionnaires used for our final analysis was 430(81.44%). The Cronbach Coefficient Alpha of the questionnaires was 0.742. Regarding statistical techniques for analysis of the written materials, dispersion analysis(ANOVA) was adapted to test the organizational effectiveness of the two hospitals having the different organizational cultures, and Pearson Correlation was applied to determine correlations was among all variables. T-test was performed to test organizational effectiveness based on the differences in the extent of sharing the culture, organizational committment and work satisfaction between the two health institutions. From our analysis, we obtain the following conclusions. First, concerning with organizational culture of the two hospital, one of which is a christian hospital and the other is a private foundation hospital, the former is conservative and human-oriented but the latter focuses on renovation and accomplishment. Second, the private establishment has a relatively higher organizational effectiveness that the religious hospital as a result of analyzing the extent of sharing culture, organizational committment and work satisfaction. Third, it has been found that the correlations between the extent of the sharing culture and the organizational committment, the extent and work satisfaction, and the committment and the satisfaction are respectively positive influencing organizational effectiveness, especially work satisfaction. Fourth, cultural factors by which the christian hospital is affected more positively including human relations among its members, belief, its idea of establishment, tradition, work responsibility, power, and wage. On the other hand, factors such as director's leadership, personnel management, wage, hospital regulations and department managers' management ability have been seen as negative influences in order. And fifth, for the private foundation hospital human relations among its members, wages, work responsibility, director's leadership and department managers' management ability were positive in their sequence while wages, personnel management, hospital regulations, welfare and department managers' management ability were considered as negative influences in order. As these results of this study, the higher extent of sharing organizational culture, the more increasing in both organization committment and work satisfaction, the higher the effectiveness. Although it was somewhat difficult to generalize the results whose subjects were the two hospitals only, it was obvious that organizational culture was an important influential factor of organizational effectiveness. It is questionable that the extent of sharing organizational culture, organizational committment and work satisfaction as variables affecting the effectiveness have their validity, but this study has its significance in that it provided an approaching to evaluate the organizational culture of individual hospitals making allowances for such variables related to the general activities in its hospital. We hope the results of the study could be useful for the managerial strategies of the institutions.

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A Study on the Job Satisfaction and Turnover Intention of Radiological Technologist-Turned Hospital Managers (방사선사출신 병원사무장의 직무만족과 이직의사에 관한 연구)

  • Jeong, Bong-Jae;Choi, Il-Hong;Park, Ji-Koon;Kang, Sang-Sik;Park, Hyung-Hu;Noh, Si-Cheol
    • Journal of the Korean Society of Radiology
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    • v.10 no.1
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    • pp.65-72
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    • 2016
  • Therefore the job satisfaction of organizational members should be raised to cut down on their turnover rate. The purpose of this study was to examine the relationship of the general characteristics of radiological technologist-turned hospital managers to their job satisfaction and turnover intention in a bid to identify factors affecting their job satisfaction and turnover intention. The major findings of the study were as follows: First, as for job satisfaction and turnover intention, the radiological technologist-turned hospital managers investigated got a mean of 3.00 and 2.79 respectively on overall job satisfaction and turnover intention out of five points. Their job satisfaction was slightly above the average (2.5), which indicated that they weren't gratified with their job. Their turnover intention was a little above the average as well, which implied that there was a tendency for them to seek another job. The findings of the study seem to suggest that the radiological technologist-turned hospital managers should make a new investment in their own future as their identity was thrown into confusion with age. They are expected to make a preparation for their future to open up a new chapter for themselves instead of being merely contented with their present position.

Bridge Employment and Changes in Marital Satisfaction among Korean Baby Boomers (가교일자리에서의 근로가 베이비부머의 결혼만족도 변화에 미치는 영향)

  • Nah, Su-young;Han, Gyoung-hae
    • 한국노년학
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    • v.36 no.3
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    • pp.541-562
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    • 2016
  • The current study investigates the relationship and the mechanisms between bridge employment and change in marital satisfaction during midlife, using a three-wave panel dataset obtained from the Korean Baby Boomer Panel Study. A multivariate latent growth analysis reveals that the transition from career employment to bridge employment, compared to maintaining career employment, has an indirect negative effect on increase rate of marital satisfaction through the wage decrease. A steep decrease in wage following transition to bridge employment causes a lower increase in marital satisfaction. On the other hand, continuously engaging in bridge employment rather than career employment is associated with a higher increase in marital satisfaction via a higher increase in job commitment. This result implies that Baby Boomers adapt to bridge employment over time. Overall, the present study finds that the effect of bridge employment on the change in marital satisfaction during midlife varies with the duration of bridge employment. A future research needs to explore which factors can buffer the negative effect of decrease in wage during transition to the bridge employment on the change in marital satisfaction.

The Effect of Core Competence of University Students Participating in Tutoring Program on Learning Satisfaction in COVID-19 (코로나19 전후에 따른 튜터링 프로그램 참여대학생의 핵심역량이 학습만족도에 미치는 영향)

  • Lim, Myoung-Jae;Lee, Sang-Hoon;Kim, Young-Gi
    • Journal of Digital Convergence
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    • v.20 no.5
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    • pp.179-185
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    • 2022
  • The purpose of this study is to provide new implications for the development and operation of programs and comparative studies in university policy by examining how core competencies of university students participating in tutoring programs affect learning satisfaction. For this purpose, 33 university students participated in the tutoring program before COVID-19 and 72 university students participated in the tutoring program after COVID-19 were surveyed and statistically processed. As a result, first, there was a positive correlation between self-innovation, challenge, communication, harmony, sincerity, problem solving and learning satisfaction among the components of core competencies of H university before COVID-19. There was a positive correlation between self-innovation, challenge, communication, harmony, sincerity, problem solving and learning satisfaction of core competencies after COVID-19. Second, in the pre-COVID-19 period, core competence had a high explanatory power on learning satisfaction, but there was no statistically significant factor in each of the remaining components except for the challenge. After COVID-19, core competence was secured with a high rate of explanatory power, self-innovation and harmony among the components of core competence were found to have a positive effect on learning satisfaction, and challenge was found to have a negative effect on learning satisfaction. The implications of this study are that when students participate in the tutoring program, it is necessary to emphasize the challenge factors and when they proceed in non-face-to-face, it is necessary to emphasize the self-innovation factors or the harmony factors rather than the challenge factors.

A Survey on Attitude Related to Physical Therapy Students's Clinical Practice (물리치료과 학생들의 임상실습에 대한 태도조사)

  • Yi Seung-Ju;Park Youn-Ki
    • The Journal of Korean Physical Therapy
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    • v.5 no.1
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    • pp.25-37
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    • 1993
  • This study was conducted to investigate an attitude related to physical therapy students's clinical practice, a questionnaire survey was carried out for 101 third grader(Taegu Junior Health College 66, Andong Junior College 35) from 11th of January to 22th of March. The results are as follow : A. Frequency classified by item 1. Among preconception and anxiety on the clinical practice, a shortage of knowledge$(83.2\%)$ was the highest. 2. Among expectation on the clime practice, the chance to meet patients directly$(94.1\%)$ was the highest. 3. Among anxiety after students experienced clinical practice, a shortage of knowledge$(82.2\%)$ was the highest. 4. Among satisfaction after students experienced clinical practice, after students graduated college, they will maintain physical therapist's life continuously$(71.3\%)$ was the highest. B. The variables that showed statistical difference between general characteristics and variables classified by item are as follow : 1. Between sex and anxiety after students experienced clinical practice, girl-students$(86.7\%)$ showed higher rate than man-students$(61.1\%)$ in, a shortage of knowledge(P<0.01). 2. Between religion and expectation on clinical practice, religionists$(65.1\%)$ showed higher rate than nonreligionists $(44.8\%)$ in the chance to practice love for humanity(P<0.05). 3. Between religion and anxiety after students experienced clinical practice, religionist$(65.1\%)$ showed higher rate than nonreligionist$(56.9\%)$ in not unskillful counsel patients(P<0.01). 4. Between religion and satisfaction after students experienced clinical practice, religionist$(81.4\%)$ showed higher rate than nonreligionists$(63.3\%)$ in pride of major choice(P<0.01). 5. Between hospitalization experience of family and exportation on clinical practice, students who had hospitalization experience of family$(79.7\%)$ were higher rate than unexperienced students's$(62.2\%)$ in the chance to apply knowledge(P<0.05). 6. Between hospitalization experience and satisfaction after students experienced dime practice, students who had hospitalization experience$(68.4\%)$ were higher rate than unexperienced students's$(45.1\%)$ in settlement of anxiety(P<0.05). 1. Between choice motive of physiotherapy(PT) department and expectation on clinical practice, self-will students $(80.5\%)$ showed higher rate than other-will students's $(66.7\%)$ in rejoining participate in treatment(P<0.01). 8. Between choice motive of physiotherapy department and anxiety after students experienced clinical practice, self-will students$(74.0\%)$ showed higher rate than lither-will students's $(58.3\%)$ in the wish PT-job in the future(P<0.05). 9. Between choice motive of physiotherapy department and satisfaction after students experienced clinical practice, self-will students$(75.3\%)$ showed higher rate than other-will students's$(58.3\%)$ in pride on major in physical therapy(P<0.05). It was revealed by this survey that girl-students had higher anxiety than man-students in anxiety after students experiences clinical practice, self-will student had higher satisfaction higher than other-will student in the choice of physiotherapy department.

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