• Journal of the Korean BIBLIA Society for library and Information Science
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• v.26 no.3
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• pp.241-266
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• 2015

When library performance is regarded as service quality, competency in human resources should be considered as an influential factor. This study aims to identify relationships between job satisfaction of librarians and the service quality that users recognize in public libraries. Librarians and users in 10 public libraries in Seoul, Incheon, Gyeonggi province were sampled to measure job satisfaction and service quality with $LibQUAL+^{TM}$ model. As a result, the higher the satisfaction of the duty itself and organizational factor show a high service quality. Consequently, to improve library customer satisfaction, the librarian's job satisfaction should be considered. Additionally, some practical implications are discussed.

• 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.

• Electronics and Telecommunications Trends
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• v.24 no.1
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• pp.101-112
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• 2009

IMT-2000으로 새로운 이동통신의 전기를 마련할 것으로 기대되었던 제3세대(3G) WCDMA 계열의 기술은 2006년 이후 하향 속도를 고속화시킨 HSDPA를 통해 국내외에서 급속한 서비스 확산이 전개되고 있다. 특히 최근 국내에서 HSDPA 가입자의 급속한 증가는 3G 서비스가 기존 이동통신과 달리 영상통화가 가능하며 무선 초고속인터넷을 이용할 수 있는 차별화된 특성이 수용의 영향요인으로 모두 작용한 것은 아니며, 단말기 보조금과 같은 사업자의 활발한 마케팅 활동에 따른 촉진조건이 수용의 영향요인으로 작용하였을 개연성이 높다. 그런데, 국내에서 제3세대 이동통신 서비스인 HSDPA의 수용에 영향을 미치는 요인들을 서비스의 내재적 요인과 외재적 요인을 통해 규명한 분석이 거의 없는 실정이다. 이에 본 분석에서는 기존 제2세대(2G) 서비스 대비 혁신성과 경쟁 서비스인 와이브로 대비 우위성의 서비스 차별성, 단말기 교체지원의 촉진조건과 요금부담감, 품질에 대한 비확신, 번호변경 부담감의 수용장벽이 HSDPA 서비스의 가입과 이용에 미치는 효과를 분석하였다. 분석결과, 기존 서비스 대비 혁신성, 단말기 교체지원의 촉진조건, 요금 부담감과 품질 비확신의 수용장벽이 수용의향에 영향을 미치는 것으로 나타났으며 이에 따라 HSDPA 서비스 활성화 방향을 제시하였다.

• The Journal of the Korea Contents Association
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• v.15 no.6
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• pp.477-486
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• 2015

The purpose of this research is to identify the service quality of The Independence Hall of Korea, and to investigate what factors of service quality influence to the customer satisfaction and the customer revisit intention As a result of the study, service quality for The Independence Hall of Korea was proposed to be four factors of tangibility, responsiveness, assurance, empathy. It turns out that if the service quality of responsiveness and empathy provided by The Independence Hall of Korea improves, the customers' satisfaction would be increased, and If the customers are satisfied with the service, visitors' intention to revisit would be influenced. The result of the research suggests that the Korea Independence Hall should manage and control these service quality factors to improve customer satisfaction and revisit intention.

• Proceedings of the KAIS Fall Conference
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• 2010.05b
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• pp.743-748
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• 2010

본 연구는 환자의 의료기관 선택기준에 관한 조사를 실시하는데 있다. 외래, 중 병원에서 검사한 사항을 CD로 담아 타 병원 진료 후 현 병원에 내원한 대상자와 본 병원에서 진료 후 CD를 가지고 타 병원으로 전원 하는 환자 및 보호자를 대상으로 2009년 10월 5일부터 10월 26일까지 본 연구에 동의하는 대상자 302명을 대상으로 하였다. 내원 전원 환자의 물리적 특성에서 주차시설, 주위시설, 의료진 서비스 품질에서는 간호사 친절도, 전문성, 설명, 의료 서비스 품질 특성에서는 의료기기 최신설비, 병원 평판에서는 의료인력 의술, 주위 환경, 병원 외적 요인에서는 진료의 권유 항목이 유의하였다(p<0.05). 내원 시 병원 선택 변수 평균치 검정 결과 중 성별에서는 만족도, 연령별에서는 의료진 서비스품질, 거주지에서는 병원외적요인, 병원지역에서는 병원평판, 만족도, 진료기관에서는 병원평판, 만족도, 진료구분에서는 만족도에서 유의하였다(p<0.05). 전원 시 병원 선택 변수 평균치 검정결과 중 연령별에서는 의료진 서비스 품질, 거주지에서는 병원외적요인, 병원지역에서는 병원평판, 만족도, 진료기관에서는 병원평판, 만족도, 진료 구분에서는 만족도가 유의하였다(p<0.05). 본 연구에서는 내원 전원 환자는 물리적 환경, 의료서비스 품질, 병원 평판 등 을 병원 선택에 중요한 요인들로 지각 하고 있으며 간호사와 주위 사람들의 권유에 의하여 병원을 선택한다고 나타났다. 내원 환자는 의료진 서비스 품질, 병원 평판, 만족도에서 평균치가 높게 나타났다. 전원 환자는 물리적 환경, 의료진 서비스품질, 의료 서비스 품질, 병원 평판, 만족도에서 평균치가 높게 나타났다. 자료 분석은 SPSS 12.0 Window Program을 이용하였다.

• The Journal of the Convergence on Culture Technology
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• v.7 no.4
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• pp.251-256
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• 2021

Currently, in the field of community service, it is expected that the demand will further increase in the future by enabling the form of providing various types of services. However, the local community service investment project is an abstract Although the structure for fair competition was created by introducing a market mechanism derived from the action or principle of psychology that affects human behavior in the field, systematic management and monitoring of the quality of social services is insufficient. The purpose of this study is to find out the relationship between service selection factors and service quality in order to improve the quality of social services in the consumer's way to meet these environmental needs, and to utilize the research results for quality improvement. The research model to be used in this paper measures the five element areas of service satisfaction such as reliability, responsiveness, empathy, certainty, and tangibility, which are used to measure the quality of local community service investment projects. In addition, we are various strategic implications that can induce the quality improvement of local community service investment projects are presented by finding the main factors of the four research hypotheses of this study and utilizing the results.

• The Journal of the Convergence on Culture Technology
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• v.8 no.6
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• pp.959-969
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• 2022

This study aims to explore the effect of quality factors and customer involvement on users' intention to purchase in the live-commerce context. For this purpose, statistical methods such as reliability test, factor analysis, ANOVA, regression analysis were carried out using the survey data from live-commerce users. The quality factors of live-commerce were classified into contents, system, service, and show host characteristics, and customer involvement was analyzed by dividing it into product involvement and service involvement. The results showed that each quality factor of live-commerce had a significant positive effect on the intention to purchase. On the other hand, customer product involvement had a significant moderating effect on content and system quality, service involvement had a significant moderating effect on service and show host characteristics. The degree of each quality factor on intention to purchase was higher as customer involvement was higher. Theoretical and practical implications were drawn from these findings.

• Journal of the Korean Society for information Management
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• v.30 no.3
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• pp.207-228
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• 2013

The purpose of this study is to reveal the influence of the expectation and perceived performance of the online science & technology information service quality on user satisfaction and royalty. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, among seven expectation factors, four factors (reliability, convenience, system usability and information quality) had a positive effect on the user satisfaction. Second, while service recovery had a negative effect on the royalty, the other six factors (reliability, convenience, system usability, responsiveness, security and information quality) had a positive effect on the royalty. Third, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the user satisfaction. Fourth, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the royalty. As a result, information quality, reliability and convenience of the expectation and perceived performance are common factors influencing user satisfaction and royalty.

• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.305-311
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• 2008

급속히 성장하고 있는 Web Analytics 서비스는 기본적으로 인터넷 상에서 기업간의 거래를 전제로 하며 서비스를 이용하는 고객사의 입장에서는 웹분석 분야 정보시스템 아웃소싱의 한 형태이다. 본 연구는 이러한 거래적 특징들을 바탕으로 경쟁이 치열해지고 있는 Web analytics 서비스 산업에서 고객사의 지속적 이용의도와 이에 영향을 주는 요인들 간의 관계를 실증연구를 통하여 살펴보았다. 연구결과 첫째, 서비스를 이용하는 고객회사들의 지속적 이용의 도는 동기적 요인인 만족도와 이탈억제 요인인 의존도가 동시에 고려됨을 알 수 있었다. 둘째, Web Analytics 서비스 산업에서 고객사의 만족도에 영향을 주는 품질 요인으로는 정보품질만이 통계적으로 유의하였다. 셋째, 거래상대방과의 관계에서 이탈이 고려될 때 이탈을 억제하는 역할을 수행하는 의존도 에 영향을 주는 요인으로는 관계가치, 전환비용, 서비스 이용기간이 의미 있는 것으로 나타났다. 넷째, 동기적 측면에서는 전환경험의 유무에 따라 시스템 품질과 공감성이 만족도에 미치는 영향관계가 다르게 나타났고, 이탈억제 측면에서는 전환경험의 유무에 따라 전환비용이 의존도에 미치는 영향관계에서 차이가 있었다.

• Journal of Internet Computing and Services
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• v.10 no.6
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• pp.51-79
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• 2009

Today the service industry is growing, and differentiated services for marketing and service quality is emerging as a serious problem. Until now, the WebCam is used for observation, and the negative aspects, such as from a human rights issue has become. Discipline and Punish is not to use a webcam to customer satisfaction research is needed. Therefore, wireless monitoring in WebCam service quality of the service reconfiguration and service quality factors for the configuration of the customer's preference regarding how research was recognized. Configuration of the service quality factors WebCam service customer satisfaction and customer loyalty was to identify factors that affect. These services to study the correlation between the quality variables WebCam provides wireless monitoring services for the preschool and children, a survey of the house. Configuring a wireless monitoring service quality in order to research the factors WebCam video quality and transmission speed, mobility and portability, convenience, visibility, reliability, and the interaction of the castle set. Severely and video quality and transmission speed, visibility, reliability, customer satisfaction, the interaction factors are said. Inclination to participate in social issues, innovation, digital devices that use a skilled, depending on the difference in the service quality has been confirmed. However, the age and quality of service awareness and job types showed a low correlation, and the marketing of these results will be discussed and how that can be used.