• Journal of Korea Port Economic Association
• /
• v.25 no.1
• /
• pp.107-124
• /
• 2009

In order to create value for maritime tourism industry, new port infrastructures have been planned, improvements in passenger terminal services have been designed, and new maritime transport technologies have been applied, so that ports improve their efficiency and the quality of their service more than their national and international competitors. Thus, the purpose of this study is to verify the dimensions of the service quality of ocean passenger terminal. Based on a survey of 260 customers in port of Busan and Inchon, terminal service quality's five main dimensions have been checked regarding their fit with the use of Confirmatory Factor Analysis. Empirical results support that this is a valid instrument for measuring service quality of a ocean passenger terminal. The interactive sequence of computing Cronbach's alpha, corrected item-to-total correlation, and factor analysis was repeated a few times and resulted in a final set of 19 items representing five distinct dimensions-tangibles, responsiveness, knowledge, reliability, and accessibility. This finding provides the more appropriate instrument to evaluate the customers perception as well as to measure the service quality of ocean passenger terminal.

• Journal of the Korea Society of Computer and Information
• /
• v.17 no.7
• /
• pp.175-184
• /
• 2012

The purpose of this study is to investigate the home trading system (HTS) of the security companies in order to examine the critical factors of HTS service quality and the effect of these factors on HTS customer satisfaction and loyalty. The results show : (1) the quality factors of HTS are assurance, reliability, tangible, responsiveness, and empathy, (2) and these quality factors significantly affect customer satisfaction on HTS and customer satisfaction and loyalty to the security company. (3) Also, customer satisfaction on HTS plays an important role in improving customer satisfaction and loyalty to the security company.

• Journal of the Korea Convergence Society
• /
• v.8 no.5
• /
• pp.193-200
• /
• 2017

This study analyzed the effects that service convergence factors in the public sector have upon corporate performance via the parameter of overall satisfaction, targeting corporations that have received corporate support service under the auspices of regional industry promotion policies. The results of the analysis indicated that corporate support service quality factors pertaining to support processes and outcomes, excluding quality, have significant influence on overall satisfaction, and overall satisfaction also affects corporate performance. Thus, the study is significant in that it provides a sound basis for judging which aspects of corporate support convergence service quality need to be supplemented in order to improve overall satisfaction and corporate performance.

• Journal of the Korean Applied Science and Technology
• /
• v.37 no.4
• /
• pp.936-943
• /
• 2020

The purpose of this study was to examine the effect of service quality on customer satisfaction and behavior intention of screen golf. Also emphasized the importance of service quality and tried to identify the mediating role between customer satisfaction and behavior intention. The 485 person who experienced purchasing behavior of screen golf were analyzed and chosen from located in Korea. For the purpose of this study, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, simple regression and multiple regression analysis of SPSS Statistics ver. 20 were performed. The research results of this study indicate that First, service quality had a significant influence on customer satisfaction in order of facilities, services, human resources and prices. Second, customer satisfaction had a significant influence on behavior intention. Third, service quality had a significant influence on behavior intention in order of facilities, price, service and human resources.

• Proceedings of the Korean Society for Information Management Conference
• /
• 2014.08a
• /
• pp.153-156
• /
• 2014

도서관 서비스 품질을 향상하기 위해서는 이용자의 요구를 파악하는 것이 무엇보다 중요하며 이를 위해 서비스 품질에 대한 속성을 분석하여야 한다. 그러나 많은 선행연구에서 서비스 품질 속성과 만족도와의 관계를 선형관계로 접근함으로써 서비스 품질 속성을 구분하지 않고 있다. 이에 본 연구는 서비스 품질에 대한 이원적 인식방법을 제시한 KANO의 3요인 이론을 적용하여 서비스 품질 속성과 만족도와의 관계를 비선형관계로 접근하여 서비스 품질 속성을 분석함으로써 이용자 관점에서 도서관 서비스 품질을 이해하고 구체적인 개선안을 제시할 수 있는 방법론을 제언하고자 한다.

• Journal of the Korean Society for information Management
• /
• v.34 no.4
• /
• pp.273-292
• /
• 2017

This paper aims to develop an evaluation model for library mobile services in terms of service quality. First, a literature review of the service quality evaluation model and the mobile library service evaluation was conducted. Then, based on the analysis, the evaluation model consisting of 4 quality dimensions, 10 quality factors, 39 quality measurement items was developed. Delphi method was applied to verify the validity of the model. Finally, a final model consisting of 4 quality dimensions, 9 quality factors, and 37 quality measurement items was derived. The evaluation model proposed in this study can be used as a measure of library mobile service quality and can be used as a guideline for improvement of library mobile service.

• Journal of the Korea Society of Computer and Information
• /
• v.12 no.5
• /
• pp.215-223
• /
• 2007

On-Line Shopping mall is becoming important strategic environment that decide corporation's competitive advantages because of that can achieve quality of customer service and offer speed elevation through both-way communication effectively. Accordingly, as interest about electronic commerce rises, various research had been gone. But, most researches are applying off-line market's quality of service measurement tool just as it is doing not consider special quality of internet. Consider and prescribe by system quality, and saw that thing with grasp relation with customer satisfaction along with qualify of service is important for factor that environmental element influences in customer satisfaction as existing commercial transaction in this research hereupon. That is, wished to present quality strategy necessary to examine whether some quality factor of system quality and quality of service affects more customer satisfaction, and satisfy various customer's needs accordingly after ermine whether it are switching and some relation that search purchase alteration availability of market that is different from loyalty which recommend internet shopping mall to another person who is system quality factor and quality of service factor and customer satisfaction factor actively.

• Journal of Korea Society of Industrial Information Systems
• /
• v.12 no.5
• /
• pp.146-162
• /
• 2007

The purpose of this study was to investigate the nature of relationship among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied. As a result, it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in e-learning site. In addition, service quality had significant effects on e-loyalty as well.

• Journal of Digital Convergence
• /
• v.9 no.3
• /
• pp.225-233
• /
• 2011

To determine factors affecting social network service e-service quality, this research is to investigate factors of social network service e-service quality, and analyze how these factors influencing on social network service e-service satisfactions. As a results, three dimensions were identified namely, fulfillment, ease of use and playfulness. But two dimensions were rejected namely connectivity, security. It indicates that the qualitative aspect is becoming more important than quantitative in social network service management.

• Culinary science and hospitality research
• /
• v.15 no.4
• /
• pp.227-244
• /
• 2009

This study was conducted to develop a multiple-item scale for measuring the food service quality in the restaurant industry. For developing the scale, Kelly Repertory Grid Methods were conducted. Collected data of food service quality were analyzed with the reliability analysis and the factor analysis of SPSS 12.0 and the 3rd-order confirmatory factor analysis of LISREL 8.70. The food service quality model of this study is conceptually based on the Brady and Cronin(2001)'s hierarchical approach to the service quality model. The hierarchical model of the food service quality which comprises three constructs of the physical environment quality, the interaction quality and the food quality as a primary dimension. The hierarchical approaches to the food service quality help overcome the limitations of the SERVQUAL model for which some arguments have been made that it lacks a clear division between the dimensions and its subsequent overlapping between them.