• International Commerce and Information Review
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• v.14 no.4
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• pp.227-252
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• 2012

This paper is to study for causality validation of relation of the repair justice and repair satisfaction, relation between repair satisfaction and re-purchasing with South Korea's most important express service users. Through this research, we would like to confirm to seriousness of the failure express service and effects of controlling effectively adjust in relation between repair impartiality and satisfaction of repairs. The results of the study show as below. First, the result shows the justice outcome in express service, interaction justice, outcome justice in the relation of satisfaction with repair have regardful effects to the satisfaction of repair. This result explains that interaction justice has a positive influence. Second, in the relations between the procedural justice in express service and the satisfaction of repair, it is presented that the procedural justice has not regardful effects and results show differences from other leading researches. This result explains that procedural justice has not a positive influence. Third, as analyzing seriousness of the failure express service, controlling regulation effect in the relation of repair justice and repair satisfaction, seriousness of interaction and controlling regulation effect are not regardful effect in this relationship. These results are explained that the seriousness or controlling of the failure express service have not a positive influence to the relation of repair justice and repair satisfaction. Finally, in the relation between repair satisfaction and the intention to use again, repair satisfaction has a regardful effect to intention to use again. This result explained that it has positive influence to repair satisfaction and the intention to use again.

• The Korean Journal of Applied Statistics
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• v.27 no.2
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• pp.197-209
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• 2014

This paper analyzes the relationship of the selection attribute of golf course, the service quality, service value, customer loyalty and revisiting golf course, which is a customer loyalty and orally transmitted effect. The selection attribute of golf course such as convenience, cost, course condition and service has a significant effect on service quality, service value, customer satisfaction and customer loyalty. Service quality has a significant effect on service value, customer satisfaction and customer loyalty. It is estimated that customer satisfaction has a significant effect on customer loyalty.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.35-50
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• 2011

This study aims at conducting an empirical research on customer satisfaction and customer loyalty targeting the customers of public enterprise hotel restaurants in downtown Seoul. It seeks to activate management as a result of customer satisfaction and customer loyalty based on the theoretical background and positive research. The collected data was analyzed in factor, reliability and multiple regression analyses by using the SPSS 12.0 statistical program. As a result of this study, it was shown that product service, employee service, customer management service and facility service all have influenced on customer satisfaction. Finally, the customer satisfaction has an effect on customer loyalty.

• Proceedings of the Korea Society for Simulation Conference
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• 2005.05a
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• pp.134-138
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• 2005

기능적 제한이 있는 하나의 웹 서비스는 다른 기능의 여러 웹 서비스들과 다양한 형태로 조합되어 웹 프로세스(Web Process)를 만들게 된다. 이를 통해 개발에 소요되는 비용과 시간을 줄이고 사용자의 요구사항을 만족시키는 서비스의 유연한 조합이 가능하다. 웹 프로세스의 조합 및 통합 시에 중요한 것은 보다 효과적이고 높은 품질의 서비스를 제공할 수 있도록 하는 것이다. 웹 서비스의 조합과 QoS(Quality of Service) 평가 및 보장에 관한 기존 연구는 사용자가 자신의 QoS 요구사항을 만족하는 웹 서비스를 직접 찾아야 하고, 조합된 웹 프로세스가 원하는 QoS를 만족할 때까지 반복적인 수작업을 수행해야 하는 비효율적인 측면이 있었다. 본 논문에서는 사용자가 조합한 웹 프로세스의 QoS를 분석하고 사용자의 QoS 요구사항에 부합하는 웹 서비스를 지능적으로 찾아주는 QoS 기반 웹 서비스 조합 방법론 및 지원도구를 소개한다. 제안된 도구를 통해 Activity Diagram의 형태로 프로세스를 구성하고 구성된 프로세스의 QoS를 분석하여 QoS 요구사항을 만족하는 웹 프로세스를 효율적으로 구성할 수 있다.

• The Journal of the Korea Contents Association
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• v.8 no.11
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• pp.375-385
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• 2008

This research was conducted with the aim of providing basic data to a non profit organization's strategies by determining the influence of the service quality cognition of the aged people's excercise program on service satisfaction. The subject of this study was sixteen districts in city B, and aged people who participates in the district's exercise programs. 320 subjects were selected based on a purposeful sampling, and the survey sheets of 308 subjects, excluding 12 of those who lacked sincerity were used for th analysis. To prove the hypothesis of the study based on the sampled data, t-test, One-way ANOVA and regression analysis were conducted using the SPSS Ver. 12.0 statistics program, and the results are as follows: First, perceived service quality differed, but service satisfaction did not differed on the gender. Second, perceived service quality partially differed, but service satisfaction did not differed on the age. Third, perceived service quality partially differed, but service satisfaction did not differed on the frequency. Fourth, perceived service quality and service satisfaction partially differed depending on the period. Fifth, performance, out of the perceived service quality factor, was found to had positive influence on service satisfaction.

• Management & Information Systems Review
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• v.30 no.4
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• pp.1-22
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• 2011

The role of call center as public organizations introduce call center in has become very important in public services. Especially the leadership of the middle management at the call center in public organizations has become very essential in accordance with the increase of role of teamleader or managers. For this reason, in this research we want to know not only the impact relation teamleader's leadership have on the quality of services and job satisfaction as call center counsellors feel but also the impact relation the quality of callcenter counsellor's services at callcenter have on job satisfaction, and the mediating effect of services quality is examined in the relationship between leadership and job satisfaction Analyses showed that teamleader's leadership have influence on callcenter counsellors' job satisfaction and the quality of services and the quality of employees' services have a positive influence on job satisfaction, the mediating effect of services quality is certified in the relationship between leadership and job satisfaction. Therefore, to encourage the teamleaders' leadership at callcenter, the empowerment and an appropriate compensation need to be provided. Also to improve the quality of employee's services teamleaders ought to run the reinforcing cooperation program or various incentive program and job education need to be encourage and aligned.

• The Journal of the Korea Contents Association
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• v.15 no.10
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• pp.517-534
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• 2015

The purpose of this study is to identifies the effects of service quality factors on satisfaction and trust, and then verifies the causal relations among satisfaction, trust, commitment and using intention in mobile service setting. A survey was conducted to collect the data with consumers who had the actual using experience about mobile services. Analysis of structural equation modeling with SPSS 20.0 and AMOS 16.0 were performed to test the research hypothesis. The result of the study as follows: First, it was found to difference in relationship between dimensions of mobile service quality and satisfaction except for the pleasure. Second, the sociality was found to significant path coefficients in relationships with trust. Third, satisfaction and trust have influence on commitment and commitment has effects on using intention, but there had no significant path coefficients between satisfaction and trust, and then both satisfaction and trust were not found to significant path coefficients in relationship with using intention. Therefore, Marketers of mobile service corporate have to give excellent service quality to consumers who have using their mobile service for increase of using intention through build up trust and commitment by consumers who satisfied.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.29 no.1B
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• pp.133-144
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• 2004

This research aimed to do an empirical study, by comparing the relationships of service quality, customer satisfaction and customer loyalty in mobile telecommunications between Korea and China which possess different growth phases. For this purpose, six factors in service quality, customer satisfaction and customer loyalty have been under a regression analysis to verify the causal relationship. The key findings of this study are as follows. Both Korea and China showed the causal relationship between customer satisfaction and customer loyalty; the service support which applies as the core services, have been found to be the most important factors in customer satisfaction and customer loyalty. And this study has been able to establish strategic views on reinforcing customer bases in mobile telecommunication service markets in both countries.

• Journal of the Korean Society for information Management
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• v.29 no.1
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• pp.95-113
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• 2012

The construction of an information super highway and diffusion of the internet brings about a lot of changes in the Legislative Information Services of the National Assembly Library. In the same vein, Legislative Information Services should provide information services which satisfy users according to their information needs and the changes. In light of that, this study aims at enhancing users' satisfaction and suggesting information services for the Legislative Information Services of the National Assembly Library. Accordingly, this study surveys assemblymen and their assistants of satisfaction in Legislative Information Services and suggests some recommendations for improvement based on the survey results.

• Journal of Digital Convergence
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• v.8 no.3
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• pp.115-127
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• 2010

This study investigates the effect of E-learning service quality toward users' learning satisfactions when moderating by users' study motivations at cyber universities. For this end, the E-learning service quality was measured with SERVQUAL which was widely employed in academic research area. From rich survey analysis, this study finds that the three factors of E-learning service quality such as concreteness, certainty, credibility and sympathy are statistically correlated with users' learning satisfactions, but the responsiveness is not. Also in order to test the hypothesis that the study motivation is a moderate variable, the three step regression analysis was applied. Finally, this research finds that the study motivation has the role of moderate variable to affect the users' learning satisfactions.