• The Journal of the Korea Contents Association
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• v.14 no.7
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• pp.559-570
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• 2014

The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.89-97
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• 2012

The purpose of this study is to examine service quality elements in China Bank Industry and influence on service value, customer satisfaction and reuse intention. This study is composed one parallel comparison of documentary and evidential researches. To verify research model, the survey about medical institution and hospital services were conducted in Daqing of Heilongjiang Province, in China. Collected data was analyzed and the results are introduced in this paper. The findings ar as followed. This study has modified three-dimensional model of service quality: "interaction quality", "outcome quality" and "physical environment quality". Research was focused on investigating the direct effect of every service quality dimension on customer satisfaction. But "outcome quality "has only direct effect on service value, "interaction quality" and "physical environment quality" have not direct effect on service value in this study. Service value has direct effect on customer satisfaction and reuse intention. And customer satisfaction was the significant mediating role in the relationship of the service value and reuse intention.

• Proceedings of the Korea Information Processing Society Conference
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• 2022.11a
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• pp.117-118
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• 2022

한국과학기술정보연구원(이하 KISTI)은 지난 13년 간 전사적으로 품질제고전략, 서비스만족전략, 이미지 제고전략 등 3대 고객만족 추진전략을 수립하여 체계적인 "고객만족경영시스템(CSM : Customer Satisfaction Management)"을 구축하고 이를 강화하기 위한 노력을 기울여 왔다. 본 연구의 목적은 순고객추천지수(Net Promoter Score:NPS)를 활용하여 과학기술지식인프라(ScienceON) 정보서비스를 경험한 500명의 의사결정자를 대상으로 과학기술정보서비스에 대한 고객 만족 및 고객충성도를 측정하였다. 특히 연구결과는 정량적인 측정모델(KCSI-ST)을 보완하고 고객만족도 수준에 따라 비추천 고객, 중립 고객, 추천 고객 등을 예측할 수 있는 모델이다. 이와 같은 고객의 긍정적이거나 부정적인 구전으로 급속도로 노출되는 환경에서 고객의 만족도를 분석함으로써 기관의 주요 서비스별 고객을 확보하는데 사전 예측자료로 활용될 수 있다고 본다.

• Journal of Information Management
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• v.42 no.2
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• pp.67-84
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• 2011

In this paper, our goal is to examine the factors of service quality and user's satisfaction in Software as a Service(SaaS). Based on the theoretical framework like service quality theory we develop and test a theoretical model, propose hypotheses and analyze the effects of SaaS' flexibility and customizability on the service quality and the satisfaction of SaaS' users. For this research, questionnaire survey was conducted with literature study and the PLS(Partial Least Square) was used to analyze the measurement model and hypotheses testing. The PLS analysis results indicate that SaaS' flexibility affects SaaS' service quality and the users' satisfaction and SaaS users' satisfaction is influenced by SaaS' service quality. Furthermore, SaaS' customizability affects SaaS' service quality, however, does not affect the users' satisfaction. Practical implications of these findings and future research implications are also discussed.

• Journal of the Korea Convergence Society
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• v.9 no.10
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• pp.441-448
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• 2018

The purpose of this study was to investigate the factors affecting of hospital information system quality factors on user satisfaction and service innovation performance in general hospitals. Using 5-point Likert scale, survey was performed on 250 nurses on hospital information system quality, user satisfaction, and service innovation performance. Data were analyzed by t=test, ANOVA, correlation and regression analysis using SPSS WIN 24.0 program. The results showed that significant correlation between service innovation performance and independent variables was seen in system quality (r=0.644, p<.001), information quality (r=0.650, p<.001), service quality (r=0.629, p<0.001) and user satisfaction (r=0.831, p<.001). User satisfaction was a moderating variable between hospital information system quality and service innovation performance with explanatory power of 78.4%. Higher user satisfaction (B=0.557, p<.001) showed positive correlation with greater service innovation performance. Investigating the mediating role of user satisfaction between EMR quality and service innovation performance, it is suggested that importance of system quality, user friendly system support and service.

• Journal of Digital Convergence
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• v.18 no.9
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• pp.331-336
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• 2020

The purpose of this study is to measure the satisfaction factors of user experience of 'Unlimited subscription service' among subscription services and analyze them based on economic and cultural perspectives. By recruiting the '20-'30s who had experienced using service, they attended a survey which was based on the reconstructed honeycomb model of Peter Morville. As a result of the survey, in terms of economic perspective, cost of service, and the ease of subscription inflow were the main satisfaction factors. From a cultural perspective, the familiarity with service and belief and experience of sharing content with people around them were the main satisfaction factors. Therefore, it can be inferred that the satisfaction of the user experience of the subscription service should be firstly satisfied with economic satisfaction, which leads to cultural satisfaction. This study is expected to be used as research data on user experience and satisfaction factors of unlimited subscription service.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.11
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• pp.463-472
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• 2018

The purpose of this study was to investigate the influence of hotel training satisfaction to on the job satisfaction, organizational commitment, and service quality. The sample was obtained during 3weeks periods from Oct $14^{th}$ 2017 to Nov $4^{th}$ 2017 and out of 230 copies of the questionnaire, 223 copies responded with sincerity were made an object of the analysis. The results of the study were as follows, Firstly, training had an positive impact on the job satisfaction, Secondly, training significantly effected on organizational commitment. And practical training in the hotel has a positive impact on improving the quality of service. Third, job satisfaction has a positive effect on quality of service. Finally, organizational commitment also has a positive effect on service quality.

• Asia Marketing Journal
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• v.3 no.2
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• pp.69-91
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• 2001

고객이 서비스상의 실패에 대해 때로는 강한 부정적 반응을 보이기에 서비스를 제공하는 조직의 서비스회복능력은 고객만족을 달성하기 위해 강력하고 효율적으로 운영되어야 한다. 따라서 본 연구는 온라인상의 서비스인 ISP업체(10개의 회사)를 대상으로 온라인 서비스 상에서 고객이 서비스상의 불만을 경험할 때 기업이 고객의 불만을 회복시켜 만족으로 전환시키려는 회복속성들이 실제로 고객이 가지는 분배상의 공정성, 절차상의 공정성 및 상호작용 공정성에 어떤 영향을 미치는가를 실증적으로 검증하기 위한 것이다. 이를 위해 10개의 ISP업체를 선정하고 해당 업체에 대해 불만을 가진 고객들이 기업의 불만제거 노력에 대해 평가하도록 하였다. 가설 검증을 위해 LISREL을 이용하여 서비스의 회복속성인 보상, 신속한 반응, 무반응, 사과, 사전보상제공 등이 분배상공정성, 절차상 공정성, 상호작용 공정성에 직접적으로 미치는 효과를 파악하고 이 공정성의 요인들이 만족에 미치는 영향도 실증적으로 검증하였다. 온라인 상이라는 새로운 환경을 고려하여 기존의 모델에서 간과된 부분을 확인하기 위해 확장 모델을 제시하여 새로운 의미를 가진 경로가 존재하는지 확인하고 이 부분에서 유의적인지 않은 경로를 배제한 수정모델을 제시하였다. 기존의 연구를 바탕으로 제시된 가설은 연구모델에서 경로 계수를 추정하고 이에 대한 t값을 통해 검증하였다. 본 연구에서 제시하는 시사점으로는 고객의 서비스 실패 및 회복상황에 대한 평가의 이론적 원칙을 설명하고 관리자에게 각각의 서비스 실패와 일치하는 서비스 회복전략을 제시하여 운영상의 가이드 라인을 제시한다고 할 수 있다

• Journal of the Korean Society of Food Science and Nutrition
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• v.44 no.11
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• pp.1750-1758
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• 2015

The purposes of this study were to investigate the effects of university foodservice quality attributes on Chinese students' satisfaction, as well as the mediating effects of perceived value on the relationship between foodservice quality attributes and satisfaction. A total of 250 university students in Daejeon were surveyed, and 216 responses were returned. Excluding responses with significant missing data, 196 responses were used for data analysis. The reasons for using university foodservice were 'meal plan' (37.8%) and 'time saving' (22.4%), whereas the reasons for not using university foodservice were 'untasty food' (33.2%) and 'limited menu selection' (27.6%). Results confirm that enhanced performance of food quality, service quality, sanitation, and convenience had favorable effects on perceived value and satisfaction. Further, perceived value had a significant positive influence on satisfaction. In analyzing the mediating role, the effect of foodservice quality attributes on satisfaction was partially mediated by perceived value.

• International Commerce and Information Review
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• v.17 no.3
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• pp.359-378
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• 2015

This study intends to provide strategic implication for enhancing trade show's competitiveness by analyzing its structural relationships among service quality, customer satisfaction and customer loyalty. In order to measure service quality factors influencing customer satisfaction and customer loyalty, the empirical analysis was conducted on three kinds of service quality (physical environment quality, interaction quality, outcome quality). The study results indicated that all of the physical environment quality, interaction quality and outcome quality had positive impacts on customer satisfaction. In relationship between service quality factors and customer loyalty, interaction quality and outcome quality showed positive impacts on customer loyalty, whereas physical environment quality did not. The customer satisfaction turned out to have positive impact on customer loyalty.