• Journal of the Korean Society of Food Culture
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• v.33 no.6
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• pp.550-557
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• 2018

This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.

• Journal of Korean Society for Quality Management
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• v.37 no.4
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• pp.43-51
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• 2009

This study was designed to analyze the relationship of process quality, result quality and management performance in Korean insurance industry. For this study the linkage scheme of service quality concept is used on PZB model and BSC(Balances Score Card) system. In the linkage model, the 5 service qualitry factors used in PZB model are used as the result quality variables, and internal process factor, learning/growth factor in BSC are used the process quality variables affecting the result quality variables. And also customer satisfation factor and financial performance index are used as the management performance variables. In the ivsurance industry, the process quality variables were verified to meaningfully affect the result quality variables, and the result service quality variables were verified to affect the management performance indices. As the result, the process quality and the service quality must be emhanced for the competitiveness of Korean insurance industry.

• Journal of Distribution Science
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• v.11 no.2
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• pp.71-81
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• 2013

Purpose - The TOEIC test has been leading the change in the quality and the globalization of companies for about last 30 years. The TOEIC test is taken by about two million people each year and is used as a criterion to select new employees in companies or government offices, for performance ratings, and for overseas posting selections. Universities also use TOEIC test in various ways. Since the TOEIC test is used for the selection of new students for admission, transferring extra credits, scholarships, graduation certification, and admission of international students studying abroad, many universities all over the country provide students with TOEIC study lectures through their own language institutes. Despite the fact, there has been no research on the service quality or even the current situation of these institutes. Thus, this study aims to evaluate the factors that impact TOEIC lecture service quality and analyzes the effect of the expectation related to the education service quality and the result of education on intentional behavior. Research design, data, methodology - Data was collected by administering a survey to current TOEIC students from different university language institutes. The survey questionnaire comprised of a five-point Likert scale. The demographic analysis was conducted using the frequency analysis method and the factor analysis was conducted to verify the validity of questionnaire over any variable. The reliability analysis was conducted to verify the reliability of the results. Besides, multiple regression analysis, regression analysis, and mediated effect verification were also conducted. For education service quality, four different independent variables such as reliability, response, conviction, and sympathy were considered using the SERVQUAL survey model. Based on the research models, the study hypotheses below were formulated in order to recognize an effect relationship between the variables. The four hypotheses are, "the hypothesis on education service quality and TOEIC study result expectation," "the hypothesis on education service quality and behavioral intention," "the hypothesis on study result expectation and behavioral intention," and "the hypothesis on study result expectation and mediated effect." Results - The results are as follows. First, the factors like response, conviction, and sympathy have a positive influence on TOEIC study result expectations. Second, the TOEIC study result expectation has a positive influence on the factors of behavioral intention such as re-sign up, positive word-of-mouth, "loyalty towards school." Third, it was verified that the mediated effect on behavioral intention was influenced by education service quality at university foreign language institute, while the study result expectation has only a partial mediated effect. Conclusions - The implications of this study are summarized as follows: First, it suggests a new research model for the effect of the expectation related to the education service quality and the result of education in the university language institutes on the behavioral intention. Second, it has established a relationship between the education service quality and study result expectation by verifying the mediated effect on them.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.11
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• pp.1179-1189
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• 2003

This study had a focus on service quality, customer satisfaction and relationship orientation. The subjects of this study were: 1) to examine the conceptual structure of service quality perceived by males consumers of character clothing brands, 2) to examine of the service quality on customer satisfaction, and 3)to examine relationship between customer satisfaction and relationship orientation. The questionnaire was collected between October, 28 and November, 8 in 2002. Samples of 271 respondents were obtained. The sample consisted of males in their twenties and thirties who had a experience on buying character clothing brands in Seoul. To analyze the data, reliability analysis, percentage, frequency analysis, factor analysis, correlation analysis, and regression analysis were applied. The results were as followings: 1) As a result of factor analysis, the service quality were identified by four dimensions: environmental service, personal service, products service, and promotion service. 2) As a result of correlation analysis and regression analysis, the service quality had a positive influence on customer satisfaction. Especially products service was the most important factor for customer satisfaction, followed by environmental service. 3) As a result of correlation analysis, customer satisfaction had a positive influence on relationship orientation.

• Journal of Digital Convergence
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• v.13 no.1
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• pp.163-176
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• 2015

The purpose of this research is to find out the service quality dimensions and detailed elements of a call center, and to study what relationship the service quality dimensions have with service recovery and customer royalty. This research set up the hypothesis and the research model to verify the relationship between the call center service quality and the service quality customer royalty for 139 people surveyed who experienced dissatisfactions. The result of the hypothesis verification shows that it has an influence on the counselors' service quality and service recovery processes of 3 call centers. The service recovery has en influence on the customer royalty. The result quality as a result remained for a customer after counseling can be called the ultimate purpose of using the call center for a customer, and the research shows that it has the largest influence on the service recovery of 3 dimensions of the call center service quality. In the relationship between the service recovery and the customer royalty, the service recovery has a meaningful influence on the customer royalty.

• The Korean Journal of Health Service Management
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• v.7 no.4
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• pp.93-103
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• 2013

The study investigated the major factors in regards to the effects of service qualities with university hospitals in Daejeon on their overall service satisfaction. In regards to service qualities, the hypothesis was verified through multiple regression analysis in terms of professionalism, kindness, credibility, and facilities/environment. As a result, all professionalism(0.462), kindness(0.142), credibility(0.258) and facilities/environment(0.184) showed positive effects on their overall service satisfaction level. In particular, professionalism showed the greatest effect by 0.462. As patients' and caretakers' desire to service quality becomes diversified, the analysis result is considered to help the future medical service management at university hospitals by analyzing the major factors which affect the service quality and by finding the methods to increase the service satisfaction.

• Health Policy and Management
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• v.28 no.1
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• pp.77-86
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• 2018

Background: The purpose of this study is to emphasize the importance and necessity of the government's old-age preparation service by measuring the economic value of the old-age service and the policy direction and policy implications of the government's old-age preparation service project. Methods: Contingent Valuation Method (CVM) was used as an analytical method. CV methodology was used to calculate the Willingness to pay (WTP) for old-age preparation service and its value was estimated and the economic benefit of the project was estimated. Results: As a result of the analysis, the average monthly payment amount for the old service was calculated as 5,100 won, and the annual average payment amount was estimated to be 61,197.1 won. Conclusion: The present value of the benefit for 10 years with the discount rate of 5.5% is 484,651 won. Based on the value of peruser benefit, the total benefit value calculation result of the old-age preparation service considering the Willingness to pay for the next 10 years shows that the total benefit value of the old service, which occurs during the period from 2016 to 2025(10 years) was estimated at 415.1 billion won. As a result of calculating the benefit for each scenario, the present value of basic service is higher in all scenarios than the linked service.

• Journal of Korea Society of Digital Industry and Information Management
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• v.15 no.1
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• pp.87-97
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• 2019

Reaction of people is importantly considered about specific case as a social network service grows. In the previous research on analysis of social network service, they predicted tendency of interesting topic by giving scores to sentences written by user. Based on previous study we proceeded research of sentiment analysis for social network service's sentences, which predict the result as positive or negative for movie reviews. In this study, we used movie review to get high accuracy. We classify the movie review into positive or negative based on the score for learning. Also, we performed embedding and morpheme analysis on movie review. We could predict learning result as positive or negative with a number 0 and 1 by applying the model based on learning result to social network service. Experimental result show accuracy of about 80% in predicting sentence as positive or negative.

• Korean Management Science Review
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• v.23 no.3
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• pp.1-11
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• 2006

This study investigates empirically on the business analysis of fixed mobile convergence telecommunication service. As for the stage of empirical analysis, the process was carried out in the order elaboration of a test model, selection of sample, empirical analysis and interpretation of result. We report our Preliminary results on the fixed mobile convergence telecommunication service demand pattern forecasting by Bass model. The results show that the fixed mobile convergence telecommunication service may sustain profitability over the next ten years in the market. In conclusion, the practical implication of the result attained by this study is that in order to create a fixed mobile convergence in the korean business world, practical tools such as WiBro service is no less important than fixed service and Mobile service, and that users may be rightfully encouraged to adopt WiBro service.

• Journal of Digital Convergence
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• v.1 no.1
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• pp.235-253
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• 2003

In this research, we have developed a model that can explain the potential customer's needs for the potable Internet service, a concept with 'QoS guaranteed lower-price high speed mobile Internet service. Based on the developed model, we have also derived some empirical implications for the business firms interest in the potable Internet market. The developed model is incorporating a survey result, answering of potential customer's attitude for the portable Internet service, from the subscribers to the Internet service, wireless LAN service, and mobile Internet service. As a result, we have found that a very innovative group, such as wireless LAN users and 20's age group using mobile Internet service, could be the most attractive market segment. Moreover, the aspects of the service coverage and the price competitiveness at the service launching stage could be the most critical success factors for the portable Internet service.