• Title/Summary/Keyword: service factor

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The Analysis of Public Service Obligation in Railroad Industry (철도산업의 공공서비스적 성격에 관한 고찰)

  • 권용장;한성호;김현웅
    • Proceedings of the KSR Conference
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    • 1999.11a
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    • pp.35-45
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    • 1999
  • This Paper presents a concert of Public Service Obligation related with validity, suitability and rationality. As we know, The Public Service Obligation of KNR is a largest factor of loss in the Railroad Industry. In the future, PSO concept and Calculating methods have to be changed for providing rational Public service based on the various focus.

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Factors Affecting Dental Service Utilization of Adult: An Application of the Andersen Model (앤더슨 모형을 적용한 일부 성인의 치과 의료이용 행태에 영향을 미치는 요인)

  • Choi, Eunsil;Kim, Mi-Na;Noh, Sunmi;Park, Jieun
    • Journal of dental hygiene science
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    • v.15 no.1
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    • pp.67-76
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    • 2015
  • This study aims to determine the factors affecting the dental service utilization of adults. The subjects in this study were 455 adults, whom a survey was conducted form May 7 to June 7, 2013. Statistical verification conducted through PASW Statistics was 18.0. The difference in the distribution of independent variables related with the dental service utilization was verified with chi-square test. Relevant factors were determined using Hierarchical logistic regression analysis. Model I is predisposing factor, Model II is predisposing factor and enabling factor. Model III is predisposing, enabling, need factor. Andersen model factor which infuences dental service utilization of adults resulted that use dental floss (OR, 2.32; CI, 1.39~3.86), use electric toothbrush (OR, 2.98; CI, 1.0~8.89), use interdental brush (OR, 2.55; CI, 1.36~4.78), self-efficacy (OR, 0.68; CI, 0.48~0.96), barriers (OR, 1.45; CI, 1.04~2.04). Predisposing factor and need factor were found to be determinants for dental service utilization in adult.

UNDERSTANDING SERVICE QUALITY: A MULTIDIMENSIONAL SCALING APPROACH

  • Lee, Dong-Won;Kim, Youn-Sung
    • Journal of Korean Society for Quality Management
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    • v.32 no.3
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    • pp.68-80
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    • 2004
  • This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. This analysis helped determine us two alternatives to naming the dimensions. Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

UNDERSTANDING SERVICE QUALITY: A MULTIDIMENSIONAL SCALING APPROACH

  • Lee Dongwon;Kim Youn Sung
    • Proceedings of the Korean Society for Quality Management Conference
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    • 2004.04a
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    • pp.639-645
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    • 2004
  • This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

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The Relationship of U-Traffic Service Quality and User Satisfaction (U-교통서비스 품질요인과 사용자만족의 관계)

  • Hong, Jin-Ki;Hwang, Chan-Gyu;Choi, Chang-Sun
    • The Journal of the Korea institute of electronic communication sciences
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    • v.10 no.9
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    • pp.1049-1058
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    • 2015
  • This paper aims to study the relationship of U-Traffic Service Quality and User Satisfaction. Independence variables is u-traffic service quality, and mediation parameters are publicity, usefulness and economic. Dependent variable is user satisfaction. Using SPSS 18.0, a series of factor analysis, reliability analysis, multiple regression analysis and path analysis have been performed. The conclusion is as follows. First, U-traffic service quality have a positive effect on user satisfaction directly. Second, U-traffic service quality have a positive effect on user satisfaction through mediation parameters of publicity, usefulness and economic. Third, service quality factor of the U-traffic service quality have more effect on user satisfaction than system quality factor. Last, usefulness among mediation parameters have the most positive effect on user satisfaction.

A Study on the Consumer's Service Quality Perception Based on the Types of Life-style (소비자의 라이프스타일에 따른 서비스품질 지각 차이에 관한 연구)

  • Park, Yoon-Seo;Lee, Seung-In;Choi, In
    • Journal of Global Scholars of Marketing Science
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    • v.19 no.2
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    • pp.53-67
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    • 2009
  • For the last decades, service quality has been studied as one of the most important tools for a service company to compete with the other companies. Based on these past researches, it has been agreed that the service quality is a basic and powerful tool to create the competitive advantage. Due to similar reason, many service marketing practitioners have been also focused on the service quality to retain the existing consumers and collect the new consumers. However, service quality is subjectively perceived by individual consumers. Consumer evaluation of service quality can be different from each other. Especially consumers with one life-style may evaluate the service quality differently from the consumers with the other life-styles. Therefore we need to know whether there are differences in service quality perception on the categories of life-style. Life-style refers to a distinctive mode of living in its aggregate and broadest sense. It embodies the patterns that were developed and emerged from the dynamics of living in a society. Since the concept of life-style and its relationship to marketing was introduced in 1963 by William Lazer, methods of measuring the life-style and their application have been developed. Life-style has been usually used to segment the marketplace because it offers marketers a unique and important view of the market. When Life-style is combined with clustering methods, life-style segmentation can generate identifiable whole persons rather than isolated fragment. Life-style segmentation begins with people instead of products and classifies them into different life-style types, each characterized by a unique style of living based on a wide range of activities, interests, and opinions(Plummer, 1974). In this study we applies the life-style segmentation based on the AIO(Activities, Interests, and Opinions) to the consumers of the large discount stores. In Korea, the large discount store market has entered into maturity stage so that the market differentiation strategy is becoming a more critical issue to the marketing practitioners. One of the most important tools to differentiate from the competitors in large discount store market is continuously to provide service of better quality than competitors. This study tries to find answers about the following questions: 1) How can we categorize the consumer life-styles in the large discount store? 2) What are the characteristics of the categorized groups? 3) Are there any differences in service quality perception among the consumers with different life-styles 4) Are there any differences in consumer behavior among them in the large discount store? For the purpose, we collected survey data from consumers and analyzed the data with the SPSS package where we had $X^2$-test, factor analysis, ANOVA, MANOVA, and cluster analysis. The survey was made during one month in the April of 2008. Among the collected 306 copies of questionnaires, 281 copies were chosen as the effective samples for empirical analysis except 25 copies with wrong responses. To identify the life-style patterns, we used the measures employed by Kim and Kwon(1999), where 44 items on a seven-point scale were used to measure factors of the life-style patterns. The Principal Component Method was used for factor extraction, and the VARIMAX orthogonal factor rotation was employed. The 7 items showing low factor loading were eliminated. The results of the factor analysis suggested that nine factors of the life-style patterns were identified as follows: 1) the equality-of-sexes and pursuit-of-independence tendency 2) self-management tendency 3) sociable tendency 4) self-display tendency 5) degree of a dilettante life 6) pursuit-of-information tendency 7) bargain hunter tendency 8) TV preference tendency 9) pursuit-of-leisure tendency. Next, after the K-means cluster analysis was performed with nine factors of the life-style patterns, the life-styles of the respondents were classified into four groups which are named as the 'progressive practicality-oriented group', 'positive success-oriented group', 'sociable ostentation-oriented group', 'stable conservation-oriented group'. The analysis results for usage behavior between the market segments showed statistically significant differences in the frequency of usage, duration time in the store, consumer satisfaction, and loyalty. Also, we tried to investigate whether the large discount store consumers differently perceive the quality of service based upon the types of life-style. To measure the service quality of large discount store, we adapted several measurement models measuring the service quality such as SERVPERF, BCP, R-SERVPERF, R-BCP. MANOVA and One-Way ANOVA were performed to confirm the difference in service quality perception based on the market segments. The results have also shown significant differences between life-style types in service quality perception. These findings show that the large discount store marketers should consider consumer life-style as one of the most important market segments for marketing and understand the difference in service quality perception between life-style types. Our findings give important implications to marketers of large discount stores as well as life-style researchers. First, this study showed there were significant differences in consumer's service quality perception and usage behavior between the types of life-style. It provides evidence that the life-style approach can be a important basis in segmenting the large discount store market and will make consumers perceive the service quality high. Second, most previous researches on service quality have been in aggregate level. However, our results imply that the future research on service quality have to focus on segment level.

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The Differences in Quality Perceptions, Expectations, Evaluation, and Satisfaction for Nursing Service between Patients and Nurses: Small-medium Sized General Hospitals (중소 종합병원 입원환자와 간호사의 간호서비스에 대한 기대와 지각, 질 평가와 만족도 차이)

  • Kim Jeong-Hee;Lee In-Sook
    • Journal of Korean Academy of Nursing
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    • v.34 no.7
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    • pp.1243-1254
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    • 2004
  • Purpose: This study was performed to give direction to quality improvement strategies of nursing services by comparing the differences in quality perceptions and satisfaction for nursing services between patients and nurses in small-medium sized general hospitals with 200 beds. Method: The subjects, who were 150 inpatients and 162 nurses of 4 general hospitals in a community, answered a self-report questionnaire with a SERVQUAL scale. Result: There were differences between patients' and nurses' expectations and perceptions of nursing service and satisfaction. In the service expectation, the highest factor was 'the responsiveness', and in the perceived performance, the highest was the 'assurance'. In addition, overall patients' perceptions on nursing services showed higher than nurses'. There were positive correlations among the expectations and perceptions on nursing service, and satisfaction. The correlation between perception and satisfaction was higher than the correlation between expectations and satisfaction. Conclusion: To improve the nursing service quality at small-medium hospitals, strengthening the 'assurance' factor and improving the nursing service support system is needed. Also, this study on nurses' perceived nursing service at small-medium sized hospitals should be duplicated.

Study on comparison of quality factors, which effect on service satisfaction by passengers who use multi-airport (복수공항 이용객의 서비스 만족에 영향을 미치는 품질요인의 비교 연구)

  • Jang, Soon-Ja;Kim, Kee-Woong
    • Journal of the Korean Society for Aviation and Aeronautics
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    • v.18 no.3
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    • pp.55-69
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    • 2010
  • The role of airports in the metropolitan area in Korea is very important which is located on the center of Northeast Asia considered as the highest potential growth continent in the world air transport market. This study includes comparison on service quality between Gimpo Airport and Incheon Airport which are indicated as multi-airport system in the metropolitan area appraised by passengers from Korea, Japan and China, and analysis on primary factors of airport service which affect the customer satisfaction and loyalty. The service quality appraised in the order of Chinese, Korean, and Japanese and the analysis result indicated that the service quality factors which influence on customer satisfaction and loyalty were all different among passengers from three countries. Information service was the priority factor for customer satisfaction to Chinese and Korean, but Japanese considered that personal service was the most important factor. This research paper tried to provide many current issues and guides to operational strategy including plan for the specialized routes of multi-airport system in domestic metropolitan area.

Study on Internal Service Quality, Job Satisfaction and Customer Satisfaction in Airline Industry

  • Kim, Seung-Lee;Cho, Young-Shin
    • Journal of the Korea Society of Computer and Information
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    • v.21 no.3
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    • pp.113-121
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    • 2016
  • In this study, the basic concept of service profit chain was introduced based on the existing studies related to service quality of airline ground crew to find out how are customer satisfaction influenced by factors related to employees who provide service quality to the customers, such as internal service quality and job satisfaction. The data of this study was collected by questionnaire and based on airline ground crews and Gimpo international airport users. A total of 190 of airline ground crew and 273 of passengers validity sample was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of the analyses, it was found that the models was appropriate in proving the hypotheses on interrelationships among internal service quality, job satisfaction and customer satisfaction. Overall, finding of this study enhance the theoretical progress on the experiential concept in walking tour and offer important implication for airline industry marketers.

The Effects of Service Quality and Consumption Emotion on Consumer Satisfaction of Internet Fashion Shopping Malls (인터넷 패션 쇼핑몰의 서비스 품질이 소비 감정과 만족도에 미치는 영향)

  • Hwang, Gyung-Soon;Hwang, Sun-Jin
    • Journal of the Korean Society of Costume
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    • v.57 no.9
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    • pp.149-160
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    • 2007
  • The purpose of this study was to investigate effects of service qualities and consumption emotion on consumer satisfaction of internet fashion shopping malls. Data were obtained from 304 internet fashion shopping mall consumers who have bought fashion products or visited an internet fashion shopping mall. Questionnaires related to service quality, consumption emotion, consumer satisfaction. For analysis of data, exploratory factor analysis, confirmatory factor analysis, path analysis were applied. The results were as follows: 1. The service quality dimensions of internet fashion shopping malls were reliability, merchandise variability, web-design, communication and safety. The consumption emotion dimensions were classified as positive emotion and negative emotion. 2. The service quality of internet fashion shopping malls and the consumption emotion had an effect on consumer satisfaction of internet fashion shopping malls. The dimensions of communication, merchandise variability of the service quality in internet fashion shopping malls had an effect on positive emotion. Safety, reliability of the service quality had an effect on negative emotion. Both positive emotion and negative emotion of the consumption emotion dimensions had an effect on consumer satisfaction of internet fashion shopping malls.