• Korea Journal of Hospital Management
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• v.8 no.3
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• pp.143-160
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• 2003

Due to the dramatic and situational change in medical industry, it has became very important to keep existing patients and to attract new patients by monitoring the medical consumer's expectation and various needs and ensuring the patients' satisfaction. This study regards the patients' satisfaction as the final object of medical service. So the object of this study is to provide useful data for the decision making and medical service marketing by exploring the problems generated by the cognition difference for the medical service between inpatients and outpatients, by responding for the problems and by examining the relationship between the satisfaction with the medical service and revisiting. To achieve the object of this study, literature research and empirical analysis were used. I establish the research model based on the existing service marketing and some hypotheses were chosen for the empirical analysis. As a result of empirical analysis for the five hypotheses, two hypotheses were chosen. First, there was cognition difference about accessibility and convenience between inpatient and outpatient. I guess that the satisfaction degree of inpatient is higher than the outpatient because the inpatient has the reliability for the hospital and determines the hospitalization or emergent coming to hospital. Second, the fifth hypothesis, "the satisfaction of patient will influence the revisiting." was chosen. The hypothesis is not only coincident with existing scholars and studies but also it provides the meaningful points for medical service marketing. The result shows that the parties concerned with hospital management should endeavor for the patient satisfaction in medical service, and that hospital management should be medical consumer centered. To measure the quality of medical service, the cognition differences for accessibility, convenience, physical environment, and human service were evaluated and the result shows that the cognition difference for the accessibility and convenience was outstanding. The analysis shows that there was cognition difference in the four categories among six subcategories in the human service -- the attitude of medical technologist, the attitude of doctor, the length of time for doctor's diagnosis for the patient and doctor's explanation. Therefore, I think that further study is required for the cause analysis for service categories which have cognition difference between inpatient and outpatient. I think the result will be very useful. Through this study, the relationship between patient satisfaction with the medical service and revisiting was verified. And it suggests that, to face the changing medical environment actively and to improve the quality of medical service, marketing strategy should be focused not on medical service providers but on medical service consumers and that the further studies for the medical consumer should be continued.

• Fashion & Textile Research Journal
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• v.10 no.6
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• pp.890-899
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• 2008

This study aimed to identify the effects of service quality of internet shopping malls on consumer satisfaction and word of mouth intention. The data were obtained from questionnaires completed by 345 people aged between 20 and 39 living in Busan. The SPSS package was used for data analysis whose methods included factor analysis, ANOVA, cluster analysis and regression analysis. The results of this study were as follows: First, the service quality factors were determined to be reliability, diversity, convenience, accuracy & communicability. Differences among the groups divided by service quality factors were found to be meaningful in consumer satisfaction and word of mouth intention. Second, reliability, diversity, convenience & accuracy significantly affected consumer satisfaction, however all the service quality factors significantly effected word of mouth intention. Finally, consumer satisfaction, reliability, diversity, accuracy & communicability had an significant effect on word of mouth intention. It would be helpful for the managers of internet shopping malls that consumers can be satisfied with right fashion products and efficient inter-communication based on trustfulness in the long-term relationship.

• Journal of the Korean Society of Food Culture
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• v.32 no.2
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• pp.111-117
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• 2017

The purpose of this study was to investigate the effects of emotional-utilitarian motivation on coffee shop selection attribution. Based on a total of 276 samples obtained from empirical research, the results of the survey were analyzed by using SPSS 22.0. The results of this study were as follows. Firstly, the results of exploratory factor analysis of coffee shop selection attribution emphasized service, coffee quality, diversity of menu, atmosphere, convenience, and price. Secondly, the customers showed higher emotional motivation than utilitarian motivation. Thirdly, emotional motivation had a significant effect on perception of 'service', 'coffee quality', and 'atmosphere'. On the other hand, utilitarian motivation had a significant effect on 'service', 'diversity of menu', 'convenience', and 'price'.

• Journal of Service Research and Studies
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• v.8 no.2
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• pp.67-76
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• 2018

Service quality research has been the subject of service studies for many years. This study is an exploratory study to improve the service quality measurement factor, and the research has been carried out reflecting the nature of the service; relationship quality, interactivity, horizontality, and harmony. Also, among the developed service quality measurement factors, the research model is reconstructed considering the major factors such as environmental quality, result quality, and convenience quality. Relationality and interactivity redesigned the quality factor, which is called interactive quality. The redesigned service quality factors consisted of interaction quality, result quality, environmental quality, convenience quality, harmonious quality, and horizontal quality. Experimental group evaluation was conducted on the quality factors and 18 measurement items were derived. A questionnaire was conducted to verify the validity of the 18 items. As a result of the questionnaire analysis, 6 factors and 15 items among the 18 items of service quality measurement factor were found valid. The six factors for the service quality measurement presented in this study are the results of the early stage research, but they can be used to improve the service quality factor in the future. However, this is significant because it reflects the characteristics of services that are consistent with the service economy. In particular, the horizontal quality and harmony quality factors are new factors not mentioned in the previous studies and need to be verified through further detailed studies. Further research is needed to improve the service quality measurement factors reflecting the nature of services and the characteristics of new services.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.7-19
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• 2021

Purpose: According to the growth of technology in the service industry, the interaction service between customer and employee has recently been transformed into between customer and technology by Self Service Technology (SST) requiring direct interaction with customers. In this context, self service technology such as unmanned ordering system installed at the store is actively introduced at the work place to reduce labor costs by food and retail company and the research for self-service technology which is rapidly replacing existing face-to-face service is needed. As the growth speed of SST is rapid, many researchers have studied the characteristics of SST, in every sector of business worldwide. Among the characteristics, attributes, Self Service Technology Quality (SSTQUAL) to evaluate SST is important because it may cause the customer's behavior. Thus, this research focuses on the effects of SSTQUAL on SST Satisfaction and SST continuance usage intention. This research suggests the guidelines for how Restaurant Company should prepare SST and build their customer satisfaction and continuance usage that increase the sales. Research design, data and methodology: This study tests the structural relationship between SSTQUAL of unmanned ordering system, SST satisfaction and SST continuance usage. SSTQUAL divided into four sub-dimensions and two categories, cognitive service attributes (Convenience, Functionality) and affective service attributes (Enjoyment, Assurance). In order to achieve the purposes of this research, research model and hypotheses were developed based on previous researches. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 524 customers experiencing SST and were analyzed through SPSS 25.0 and SmartPLS 3.0 statistical package program. Results: The findings of this research are as follows. First, all SSTQUAL have significant positive impacts on SST satisfaction. Second, SST satisfaction has significant positive impact on SST continuance intention. Third, cognitive service attributes and affective service attributes had wealth of explanation of service attribute more than a single dimension. Conclusions: The implications of this study are as follows. Overall, Restaurant Company should manage SSTQUAL consisting of not only cognitive service attributes (Convenience, Functionality) but also affective service attributes (Enjoyment, Assurance) to satisfy customers basically regardless of the type of restaurant.

• Journal of Information Technology Applications and Management
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• v.24 no.1
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• pp.129-141
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• 2017

Cambodia retail industry starts to entry SNS market. The online market of Cambodia is very unique. Facebook users of Cambodia are purchasing products, without electronic payment and delivery system. Therefore, this study focused on the immature online environment, proved the influencing factors of purchase intention on SNS. And also this study proved that the influencing factors on purchase intention are different, depending on whether or not a purchase experience exists. As results of analyzing with full data, price reduction, convenience, and customer service had significant impacts on purchase intention. The experienced group has significant effects of price reduction and customer service on purchase intention, while the inexperienced group has significant effects of convenience and customer service on purchase intention. This study provides marketing and strategic implications for companies seeking to enter the online market of Cambodia.

• The Journal of the Korea Contents Association
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• v.10 no.9
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• pp.432-437
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• 2010

The purpose of this research is to find out how festival servicescape and human service impact the participant's emotional response and behavioral intention in terms of participants as consumers. The servicescape of festival indicated 4 common factors, named cleanliness, convenience, suitability and attravtiveness. As a result of analysis, it indicated that cleanliness and convenience from among the servicescape of festival variables are positively on positive emotion, negatively on negative emotion. And it was analyzed that all the variables of human service influence significantly on emotional response. Especially, it showed that expertise of human service variables influence on positive emotion the most, influence significantly on negative emotion. The result of relationship on behavioral intention indicated that the convenience factor of festival servicescape and expertise factor of human service influence significantly. Therefore, to operate successful festival, festival organizer should plan and manage the festival based on factors which comprises festival servicescape and human service.

• Journal of the Korean Applied Science and Technology
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• v.35 no.3
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• pp.925-934
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• 2018

The purpose of this study was to study the quality of service, student satisfaction, and university image of the university sports center as part of the university education service in order to find necessary marketing measures to secure university competitiveness. To this end, we used the convenience sampling method for sports centers of three universities in the Seoul metropolitan area. and analyzed the final 326 copies, excluding 24 questionnaires out of a total of 350 questionnaires. Using the SPSS 21.0 program, frequency analysis, exploratory factor analysis, correlation and multiple regression analysis were conducted. The results showed that the geographical, human and convenience factors of the university's sports center affect student satisfaction. Second, it was found that the facility and convenience factors of the university sports center affect the university image. Third, it was revealed that the university sports center's satisfaction with the quality of its service affected the university image.

• The Korean Journal of Food And Nutrition
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• v.5 no.2
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• pp.150-162
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• 1992

This survey was carried out to investigate the effects of dietary attitude on the nutrition knowledge, food habits and the intake of instant food, convenience food and fast food between two groups of college women, a nutrition major group and nutrition non-major one. Questionnaires were completed by 214 nutrition majors and also by 145 non-majors. Nutrition majors showed better average in meal time regularities per week than nutrition non-majors. And nutrition non-majors had a higher frequency rate in taking of instant food and fast food than nutrition majors. In the case of both college women, those who take a meal regularly at each meal times have a higher score in food habits. The women who ate instant foods more frequently got a lower score in food habits, bot the frequency of the intake of instant foods did not affect the score of nutrition knowledge On the other hand, the women who had fast foods more frequently got a higher score in food habits and lower score in nutrition knowledge. When college women have a little of nutrition knowledge, they have a tendency to keep their meal time regularity and right dietary attitude pattern. In the dining-out pattern, the college women liked to eat flour foods and they preferred western foods than Korean foods. The motivation of food selection was for convenience and for time saving which were the reason for satisfaction to the products of food service industry. The products of food service industry were found to be unsatisfactory in nutrition and sanitation. Therefore, we must be mute aware of preventing the disappearance of Korean traditional foods and for developing dietary culture successively, the products of food service industry which are more suitable for Korean should be developed.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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• pp.131-141
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• 2019

Recently the business environment surrounding the financial investment industry is changing rapidly, and the demands of customers (diversity and the cycle of change etc.) are getting shorter. In this context, it can be said that companies are forced to adopt an agile management environment. In particular, non-face-to-face channels, including MTS, is adopting the agile system into the digital finance sector from a company-wide and strategic perspective. This study analyzed the effects of MTS services' environment quality on customer satisfaction and continuous intention to use for MTS users who are rapidly increasing under the agile management environment in the financial investment industry. This study surveyed the quality of service environment (accessibility, convenience, design, security), customer satisfaction, and continuous intention to use for 350 MTS users. First, accessibility, convenience, and security of MTS service environment quality had a positive effect on customer satisfaction, and design was rejected Second, customer satisfaction has a positive effect on continuous intention to use. Third, convenience and security of MTS service environment quality have positive effects on continuous intention to use, and accessibility and design were rejected. The results of this study, together with demographic analysis, are expected to provide useful implications for MTS activation studies and securities firms' strategies.