• International Journal of Quality Innovation
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• 제10권1호
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• pp.37-51
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• 2009

The purpose of TQM (Total Quality Management)-centered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of quality-centered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of quality-centered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.

• 산업경영시스템학회지
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• 제37권4호
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• pp.90-97
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• 2014

The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.

• 품질경영학회지
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• 제40권3호
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• pp.381-393
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• 2012

Purpose: Considering various measurements for healthcare service quality, the purpose of this study is to examine measurement items for healthcare service quality (HCSQ) based on previous study and service quality evaluation institutions in the international community. Methods: The proposed research model was tested using measurement analysis, based on data collected from 387 respondents in the selected hospital with more than 500 beds in South Korea. Results: The results of the study shed insights about the relative importance of quality items as degree of improvements of care services tangible, safety, efficiency, and empathy. Also, the study provides new measurement model for healthcare service quality. Conclusion: Healthcare organization thrives to find the key factors for improving quality of care and service that meet customers' needs and expectations.

• 복식
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• 제51권1호
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• pp.61-74
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• 2001

This study is designed to examine the consumer behaviors affected by the product quality and the service quality in the garment industry. First of all, it is researched to recognize the differences in the mean of perceived product quality variables and the service quality variables in apparel stores. Secondly, the variables of the product quality and the service qualify are also investigated to see the casual effects in the consumer satisfaction and consumer repurchase intention, respectively. The 522 data, surveyed from the female college students, were analaysed with SPSS 8.0 version. Cronbach $\alpha$Frequency, Factor analysis, one-way ANOVA, Scheffe test, stepwise regression were applied. In conclusion, there are significant differences in the mean of the product quality variables and the service quality variables in the apparel stores. They are the product quality variables such as physical attribute and instrumental performances and the service quality variables regarding sales staff, VMD, store policy, and customer convenience in the apparel stores. The variables of the product quality and the service quality directly have leverage in the consumer satisfaction and repurchase intention.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• 품질경영학회지
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• 제36권2호
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• pp.45-58
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• 2008

The importance of quality logistics service to the enterprises has kept growing considering the fierce competitions. It also asks for the sound definition and the scale explaining the construct of logistics service quality. The current study attempted to identify the construct of logistics service quality and develop the scale to measure it. Various qualitative and quantitative methodologies have been employed in order to provide the solid theoretical and psychometrical foundation of the proposed scale. In so doing, the conceptual definition of Logistics Service quality has been proposed and the 127-item scale measuring the construct of logistics service quality has been developed and found to be reliable and valid.

• 품질경영학회지
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• 제32권4호
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• pp.64-77
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• 2004

This paper first was focused on investigating the relative effect of each ISO 9001: 2000 certification factors on service quality and customer satisfaction in service industry. The empirical tests was conducted in service industry. The results are as follows. First, it shows that ISO 9001:2000 certification factors except requirements for quality management have a positive effect on service quality significantly. Second, it also indicates that service quality precedes customer satisfaction like other researches reported. Finally, different effects of ISO 9001:2000 certification factors on service quality are observed in the various industries.

• 품질경영학회지
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• 제22권2호
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• pp.98-108
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• 1994

Under the competitive environment of shipping industry, the improvement of the quality of shipping service could be one of the most important factors to be considered in the recent shipping industry. However, there has been little study on the clear concept of the service quality in the shipping so far. The subject of this study is to define the concept of the service quality in the shipping by way of making investigation into the related precedent literatures studied. The quality of service is recognized in general as a degree of gap between the customer's expectation and the perception. Therefore the service quality of shipping could be measured by evaluating the gaps between shipper's expectation and performance of shipping service. If the determinants of the service quality in the shipping are proved, and the discrepancies of expectations and perception between the shipping company and the shipper could be clarified, such a result would be an useful help to establish marketing strategy.

• 정보관리학회지
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• 제34권4호
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• pp.273-292
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• 2017

이 논문은 서비스 품질 관점에서 도서관 모바일 서비스를 위한 평가 모형을 개발하는 것을 목적으로 한다. 이를 위해 본 연구에서는 기존에 연구된 도서관의 서비스 품질 평가 모형과 모바일 서비스 평가 연구에 대한 문헌 분석을 실시하였으며, 이를 토대로 도서관 모바일 서비스 품질 평가에 필요한 4개 품질 차원, 10개 품질 요인, 39개 품질 측정 항목으로 구성된 평가 모형을 개발하였다. 그리고 개발된 모형의 타당성을 검증하기 위해 델파이 기법을 적용하였으며, 최종적으로 4개 품질 차원, 9개 품질 요인, 37개 품질 측정 항목으로 구성된 모형을 도출하였다. 이 연구에서 제안하고 있는 평가 모형은 도서관의 모바일 서비스 품질 진단 도구로 사용될 수 있으며, 또한 도서관 모바일 서비스의 개선을 위한 가이드라인으로도 활용될 수 있다.

• 한국유통학회지:유통연구
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• 제15권3호
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• pp.71-110
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• 2010

본 연구에서는 항공권 예약 발권 웹사이트의 서비스 품질을 측정 뿐만 아니라 서비스 회복도 측정하고자 하였다. 또한 서비스 품질과 서비스 회복이 고객만족 및 충성의도에 미치는 영향관계를 실증하고자 하였다. 온라인 서비스 품질과 온라인 서비스 회복의 측정을 위해 Parasuraman, Zeithaml, & Malhotra(2005)가 개발한 E-S-QUAL과 E-RecS-QUAL을 사용했으며, 했다. E-S-QUAL은 온라인 서비스 품질을 측정하는 도구로써, 효율성, 시스템 이용가능성, 이행성, 프라이버시의 4개 차원 22개 항목으로 구성된다. E-RecS-QUAL은 온라인 서비스 회복을 측정하는 도구로써, 반응, 보상, 접촉의 3개 차원 11개 항목으로 구성된다. 실증분석을 위한 설문조사는 항공사나 여행사의 웹사이트를 통해 국내 외 항공권을 구입해 본 경험이 있는 소비자를 대상으로 실시하였는데, 총 400부가 회수되었고, 이 중 342부를 최종분석에 사용하였다. 실증분석을 위해 AMOS 7.0과 SPSS 15.0을 사용하였다. 먼저, SPSS 15.0을 사용하여, 요인점수를 이용한 회귀분석으로 가설검증을 한 결과, <가설 I-1, 2, 3, 4, II-1, 2, 3, III-1, IV-1>이 전부 채택되었다. 온라인 서비스 품질과 온라인 서비스 회복의 각 차원은 모두 전반적인 서비스 품질에 유의한 영향을 보였고, 전반적인 서비스 품질은 고객만족에 유의한 영향을 미쳤다. 마지막으로 고객만족 역시 충성의도에 유의한 영향을 미치는 것으로 확인되었다. 한편 AMOS 7.0을 사용하여 모형 분석을 하였는데, 모형의 적합도는 가설검증을 하기에 합당한 수치가 나왔다. 이를 토대로 가설검증을 한 결과, <가설 I-1, 3, II-1, 3, III-1, IV-1>은 채택되었고, <가설 I-2, 4, II-2>는 기각되었다. 이 결과는 Parasuraman et al.(2005)이 주장한 것처럼 E-S-QUAL을 나타내는 데는 요인점수를 이용한 회귀분석이 더 적합하다는 것을 보여주는 것이라고 판단된다. 이를 토대로 본 연구의 시사점을 정리하였다.