• Management & Information Systems Review
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• v.38 no.1
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• pp.201-223
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• 2019

The purpose of this study is to verify empirically the causal relationship between service quality, ease of use, customer satisfaction, and repurchase intention of mobile shopping mall. And this study is to investigate the ease of use and customer satisfaction mediating effect of between service quality and repurchase intention. Therefore, 323 university students in Jeonnam area were surveyed and the structural equation model was derived based on previous research. Service quality of mobile shopping mall make a significant effect on using easiness, purchasing satisfaction and repurchase intention. However, among service quality of mobile shopping mall, service scape like mobile interface and site design made a positive effect on purchasing satisfaction, but did not any effect on repurchase intention. In other words, service quality factors that make positive effects on customer's pleasant using and repurchase intention make a positive effect on repurchase intention when providing and using the service customer wants faithfully rather than external part of the site and mutually influencing attitude or behavior well. The implications suggested by this study are as follows. First, service quality of mobile shopping mall makes a significant effect on repurchase intention, so it's necessary to improve CS service system so as to treat customers' inquiries or inconveniences actively during mobile shopping and return and refund of defective products quickly and conveniently. And, in addition to the finally used factors in analysis process, benefits using customers' grade by number of purchases, such as various events, coupons, reserve, etc. and active contents marketing strategies providing more various pleasures and values of shopping are necessary. Second, satisfaction of mobile shopping mall makes a positive effect on repurchase intention, so visiting of site and repurchasing of product are continuously done as customers' satisfaction on shopping mall is increasing. Therefore, shopping mall site requires differentiation of contents, exact plan and practice of service, marketing, etc. so that customers can feel more satisfaction. This study is significant as it systematically analyzed concepts of components that service quality of mobile shopping mall makes an effect on using easiness, purchasing satisfaction, and repurchase intention, verified the relations, systematized it by theoretical structure, and widened the understanding of effects making an effect on repurchase intention.

• Journal of dental hygiene science
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• v.10 no.1
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• pp.55-61
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• 2010

The main purpose of this study was to identify the service quality of some dental clinics located in Gwangju and find an association between service quality and patient's intention to re-visit the same dental clinic. The search objects were 197 patients from five dental clinics, and data collected by self-administered questionnaire which was composed general characteristics, characteristics relating to visit of clinics, quality of service, patients satisfaction and intentions to re-visit. The used statistical analysis to find the association between quality of service and intention to re-visit was multiple regression analysis. This study looked at relations between quality of dental service, service satisfaction and intentions to visit again, and found that quality of service including six service areas had a statistically significant positive correlations with satisfaction and intentions of re-visit. When this study conducted a multiple regression analysis to identify variables that influence intentions of re-visit, it found that patients revisited the dental clinic only when quality of service was included. In conclusion, quality of service evaluated by patients influenced on their intention of re-visit and especially. Therefore, this study concludes that improvement in satisfaction and intentions of re-visit relies on Accessibility, that is, providing of medical information, consultant telephone, how delivery the dental medical system is. Service quality of dental institutes measured by SERVQUAL model and intention to re-visit.

• Journal of the Korea Convergence Society
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• v.8 no.10
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• pp.249-255
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• 2017

The domestic tourism industry mostly relies on quantitative surveys for customer satisfaction. However, customer participation of the questionnaires is extremely low and the improvement of the dissatisfactory factors is not being performed promptly. In this paper, we propose a new topic map system and prove its empirical effectiveness to improve the accuracy of customer feedback information and the efficiency of the analysis process. The topic map system is a system for analyzing large amounts of customer feedback data in real time. It uses text mining and ontology techniques by integrating data collected over a certain period from real-time SNS and quantitative data obtained from existing survey systems. The effect after improving the analyzed factors of dissatisfaction is also a new and innovative evaluation system for monitoring customer satisfaction in real time. The classification based on this integrated data is a classification system that is specific to the product or the customer. According to this classification, it is possible to measure the effect of the recognition and improvement of the complaint factor in real time on the topic map system. This provides a sophisticated prioritization of the improvement factors and enables customer satisfaction quality control as a PDCA feedback system. In addition, the survey period and costs are greatly shortened, and responses can be more precise to the existing survey method. As a practical application, this system is applied to the largest H travel agency in Korea to prove the accuracy and efficiency of the proposed system.

• Proceedings of KHEA Conference
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• 2003.10a
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• pp.129-129
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• 2003

• Journal of the Korean Society of Food Science and Nutrition
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• v.42 no.1
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• pp.120-128
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• 2013

This study was conducted to investigate the effect of relational benefits on perceived value in order to enhance customer satisfaction and win customer loyalty in the specialty coffee shop business. Structural equation modeling was performed and the structural model estimated with AMOS (ver 5.0). A total of 329 valid responses were used for data analysis. The findings show that confidence benefits among the relational benefits have a direct effect on perceived value. In addition, confidence benefits also have an indirect effect on customer satisfaction and loyalty from this perceived value. However, social benefits and special treatment benefits of customers had no effect on functional and symbolic value. In conclusion, establishing confidence benefits with the customer at the specialty coffee shop significantly influenced their perceptions of value, customer satisfaction, and loyalty.

• Proceedings of the Korean Society for Quality Management Conference
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• 2010.04a
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• pp.491-491
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• 2010

본 연구는 의료서비스기업에 종사하는 종업원의 성격 5요인 모델에 따라 종업원의 직무 만족(job satisfaction) 과 고객지향적 태도(customer orientation) 에 미치는 영향을 연구 하고자 하였다. 연구를 위해서 서울과 대구에 소재한 대학병원과 경기도에 소재한 중 소형 병윈의 간호사들을 대상으로 자기기입식 설문조사를 실시하여 총 207개의 유효 표본을 획득하였다. 통계분석로는 응답자특성을 파악하기 위해 빈도분석을 설시하였고, 측정모형의 신뢰성과 타당성 분석을 위해 신뢰성도 분석, 요인분석 및 확인적 요인분석을 실시하였다. 또한 의료서비스종업원의 성격 5요인 모델이 종업원의 직무만족과 고객지향적 태도에 통계적으로 유의한 영향을 미치는 요인을 실증적으로 검증하기 위해 구조방정식 모델 분석을 통해 실시하였다. 그 결과, 성격 5요인 모델은 종업원의 직무만족과 고객지향적 태도에 통계적으로 매우 유의한 영향을 미치는 것으로 나타났다. 이와 같은 결과는 국내에서는 의료서비스업종을 대상으로 성격 5요인 모델을 적용한 연구가 미비한 현재 시점에서 의미 있는 결과라고 할 수 있다. 직무만족, 역시 고객지향적 태도에 통계적으로 유의한 방향으로 영향을 마치는 것으로 나타나, 직무만족이 높을수록 고객지향적 태도가 높아질 수 있다는 것을 실증적으로 확인할 수 있었다. 이와 같은 연구 결과는 다음과 같은 시사점을 찾을 수 있었다. 첫째, 고객과 종업원의 상호작용을 통해 서비스가 전달되는 상황에서 고객 욕구를 인지하고 충족시키며, 요구된 서비스를 전달하고, 고객과 개인적인 관계를 평가할 수 있는 고객지향적 태도 측정모델의 이론적인 토대를 제공한 점이다. 둘째, 최근의 성격이론가들은 성격 5요인 모델이 개인의 성격특성에 있어서 개인차를 설명해주는 포괄적이고 공통적인 구조로 존재한다는 학문적 통합에 동의한다. 마지막으로, 본 연구를 통해서 의료서비스 종업원의 직무만족도는 고객지향적 태도에 통계적으로 매우 유의한 영향을 마치는지를 실증적으로 밝혔다는 것이다. 따라서 관리자들은 종업원의 직무만족도를 주기적으로 측정하여 불만족 요인을 찾아 해결하고, 높은 수준의 고객지향적 태도를 유지하기 위한 노력이 필요함을 시사해준다 하겠다.

• Journal of the Korea Society of Computer and Information
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• v.20 no.2
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• pp.221-229
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• 2015

In this paper, it should be established what influence to customer satisfaction by advertisement and promotion, store management and quality of products of large discount stores, and in order to present the structural relation model. In order to establish it empirically, this study proposed a structured alternative model by conducting a survey to customers live in metropolitan areas who use biggest discount store, through the SPSSWIN 18.0 and AMOS 18.0. This analysis shows a number of points, first, customers were aware of having meaningful impact on store management to products quality. Through broad and clean store represents confidence appears to have a products quality. Second, the store management were shown to have a meaningful impact on customer satisfaction. Cleanliness and atmosphere of store, convenience of parking facilities, and transportation convenience of their roles in customer satisfaction seem to believe. Third, advertising and promotion is shown to not affected meaningful impact on stores management, products quality and customer satisfaction.

• Journal of Digital Convergence
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• v.19 no.2
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• pp.307-314
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• 2021

This study was to analyze the satisfaction and intention to recommend a hospital for spinal and joint patients. Using a structured questionnaire at a spinal and joint hospital in Seoul in 2019, and the relationship between demographic and social characteristics and patient satisfaction, factors influencing hospital satisfaction, and recommendation intention were analyzed. In outpatients, hospital satisfaction was higher in neatness and cleanliness of staff, kindness and facility environment comfort, and hospital satisfaction was low in questions related to waiting time. In inpatients, women's satisfaction was higher in the nursing and hospital environment areas. The correlation analysis between the satisfaction and the willing to recommend, there was a positive correlation. In the sub-analysis, hospital satisfaction was higher in the group that responded with respect and courtesy, listening, satisfaction of the nurse, hospital cleanliness and safety. This study is can be used to improve the quality of hospital care services in related hospitals.

• Journal of the Korean Society for information Management
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• v.30 no.4
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• pp.133-154
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• 2013

The purpose of this study is to analyze service quality factors that affect user satisfaction of NDSL Open Service (NOS) and to improve standards of open service for sharing information through the user satisfaction survey. User satisfaction indexes were developed to measure the all aspects of the NOS services. The quality index, satisfaction index, and performance index were identified in this survey. According to the survey findings, the levels of social quality and social satisfaction are relatively high, this shows the positive evaluation and expectation of researchers for open services. However, relatively low level is identified in area of service process quality. Therefore, NOS requires method to help easily take advantage of OpenAPI and strategy to increase service process satisfaction and service environment satisfaction.

• Journal of Service Research and Studies
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• v.4 no.2
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• pp.69-83
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• 2014

This study was tried for revitalization of the traditional markets, at which were located the same business district of grand supermarket of an urban area in Seoul. The Myung-Il Market, one of traditional markets near the Gang-Dong Homeplus was selected for this research. In our research including the survey from the 63 purchasers' samples of Myung-Il traditional Market, the policy to strengthen the traditional market's ability was suggested to use the price and hygiene factors which affecting on the customers' satisfaction significantly. And the other complementary stategic factors, service and geographical area factors, were induced which were significantly relating to the 100 samples of purchasers at Gang-Dong Homeplus as the grand modern market. Therefore this research suggests the maintaining and enhancement strategy related to price and the hygiene factors should be impressed on the preferential basis for revitalization the traditional markets. And the other strategy which including service and geographical area factors as from the grand modern market's survey result will be considerated complementarily.