• 한국프랜차이즈경영연구
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• 제12권3호
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• pp.47-58
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• 2021

Purpose: In general, franchise business models can generate higher returns and profits than non-franchise businesses. Therefore, it is necessary to study customer-based foodservice franchise brand awareness and service quality. The purpose of this study is to investigate the effect of service quality and brand awareness of foodservice franchises on attitudes divided into cognitive and affective attitudes and revisit intentions. Through this study, we intend to establish a structure that leads to service quality and brand awareness-cognitive attitude and affective attitude-loyalty. Research design, data, and methodology: In order to verify the hypothesis of this study, the survey was conducted among general consumers over the age of 20 who had visited a foodservice franchise within the last 3 months. Among the collected questionnaires, one insincere questionnaire was excluded, and 299 copies were used for analysis. The data collected to verify the hypothesis of this study were analyzed using SPSS 24.0 and AMOS 24.0. Result: First, it was found that the service quality of the foodservice franchise had a positive (+) effect on the cognitive attitude, and the service quality of the foodservice franchise had a statistically significant positive effect on the affective attitude. Second, the brand awareness of the foodservice franchise was found to have a statistically significant positive (+) effect on the cognitive attitude. and the brand awareness of the foodservice franchise had a statistically significant positive (+) effect on the affective attitude as well. Third, cognitive attitude was found to have a statistically significant positive (+) effect on loyalty, and affective attitude was also found to have a statistically significant positive (+) effect on loyalty. Conclusions: First, this study applied the S-O-R theory to the effect of service quality and brand recognition on cognitive attitude, affective attitude, and loyalty. Second, the structure leading to service quality and brand awareness-cognitive attitude and affective attitude-revisit intention was established. Third, attitudes in this study were divided into cognitive attitudes and affective attitudes. In general, attitude is studied as a single dimension as a cognitive attitude, but in this study, attitude was studied by dividing it into a cognitive dimension and an affective dimension

• 유통과학연구
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• 제21권12호
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• Asia pacific journal of information systems
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• 제33권3호
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• Management Science and Financial Engineering
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• 제13권2호
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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.

• 대한치과보철학회지
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• 제62권2호
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• pp.113-122
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• 2024

연령 증가에 따른 치아의 점진적인 마모는 자연적인 현상이나 생리적인 정도를 넘어 과도하게 발생하게 되면 수직 고경 상실, 교합 부조화, 악관절 질환, 치수병변 등을 일으킬 수 있어 보철물 수복이 필요하며, 이 때 적절한 수직 고경 거상과 함께 중심위(Centric Relation, CR)에서의 안정적인 교합 설정이 중요하다. 본 증례는 이 악물기와 이갈이 습관이 있는 74세 남환이 과도한 치아 마모를 주소로 내원하였고 이에 악간 거리, 마모 정도, 발음, 안모 평가 등을 시행한 결과 4 mm 수직 고경 거상을 동반한 전악 고정성 보철 수복을 진행하기로 하였다. 또한 비기능 하악 운동으로 인해 반복 재현성이 크게 떨어진 최대교두간 접촉위(Maximum Intercuspal Position, MICP)를 중심위에서의 안정적인 교합과 전‧측방 유도 시 상호보호교합이 되도록 적절히 형성해 주었다. 4개월간 임시 수복물에 적응한 것을 확인한 후 최종 보철물을 제작하였고 이후 4개월간 관찰한 결과 기능 및 심미적으로 결과를 만족하였기에 이를 보고하고자 한다.

• 산경연구논집
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• 제9권12호
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• pp.63-72
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• 2018

Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion - In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.

• 한국병원경영학회지
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• 제24권2호
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• pp.38-55
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• 2019

Purpose / Approach : This study aims to analyze the level of public service motivation and its antecedents by using survey data of 1,498 professional employees in public and private hospitals. Findings : Among job-related, organization-related, and socialization-related factors of professional employees, the socialization factors have a strong effect on individual's overall and the four sub-dimensions of public service motivation. While the effect of organizational identification is prominent in the public hospital, professional identification is more powerful in the private hospital. Person-job fit and person-organizational value fit also play a significant role in determining public service motivation. Organizational vision salience in public hospital has negative effect on public service motivation and attraction-to-public-service dimension. The significant determinants and its effect size are different according to hospital type and each sub-dimension of public service motivation. Practical Implications : The empirical findings show that individual's level of public service motivation in hospitals could be enhanced through the interaction between individual and their organization, and various organization-related factors. Further implications of the study are discussed from human resource management perspective in hospitals.

• 대한건축학회논문집:구조계
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• 제35권4호
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• pp.193-200
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• 2019

Maintenance services provided to users in buildings are not sufficient simply to provide them, but it is necessary to provide them with a service system that can accurately identify and respond to users' needs. This study analyzed the relationship between user satisfaction with the helpdesk service corresponding to the building claim and the quality of service of the maintenance organization to identify the interaction between the user and the maintenance organization in the building. We then examined whether there were significant differences between the buildings in terms of variables in the helpdesk service that affect the user's satisfaction. It was also presented as a measure of the quality of service of the SERVQUAL tool to assess the potential for building maintenance response strategies. Research shows that each building has a helpdesk service item that is significant in user satisfaction and empathy has emerged in a typical dimension as SERVQUAL dimension.

• 대한치과보철학회지
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• 제55권2호
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• pp.171-179
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• 2017

심하게 마모된 치열은 종종 그 원인이 다양하다. 과도한 마모의 원인을 파악하는 것은 매우 중요하지만 마모를 일으키는 원인을 명확히 진단하기란 쉽지 않다. 마모된 치열의 치료를 시작하기 전 세심한 검사와 수직고경을 결정하는 것은 필수적이다. 69세의 남환이 전반적인 치아 마모로 인한 기능적, 심미적인 불만을 주소로 내원하였다. 모델 분석과 진단 납형을 바탕으로 새로운 수직고경이 설정되었다. 임시 보철물이 장착되고 5개월 후 최종 보철물을 장착하였다. 새로운 수직고경을 설정하여 기능적, 심미적으로 만족한 임상적 결과를 얻었기에 보고하는 바이다.

• 대한치과보철학회지
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• 제59권1호
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• pp.107-115
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• 2021

전체 치열에 걸쳐 과도한 병적 마모가 발생하는 경우 저작기능의 저하 및 악관절, 근신경계의 병리적인 문제가 발생할 수 있다. 본 증례는 71세 남성 환자로 상악 좌측 제 1 대구치 부위 임플란트 수복 공간의 부족 및 전치부 절단교합 및 전방, 측방유도의 상실 및 전치아에 걸친 심화된 파절과 마모가 관찰된 환자에서 수직고경 증가를 동반한 전악구강회복술을 계획하였다. 환자의 적절한 수직고경을 결정하기 위하여 안모, 심미, 기능 및 보철 수복 공간을 평가하였으며, 거상된 수직고경의 임시수복물을 제작하였고 약 4개월 간의 관찰기간을 거친 후 임상증상 및 불편감 없음을 확인한 후 CAD-CAM을 이용한 단일구조 지르코니아 전장관전악수복을 완료하였다. 이상과 같은 과정을 통해 수직고경 거상을 동반한 전악구강회복술을 시행하였으며, 만족스러운 심미 및 기능적 결과를 얻었기에 이를 보고하고자 한다.