• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.4
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• pp.101-111
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• 2019

In distance learning, quality of service is an important part of improving customer satisfaction and customer loyalty. However, in verifying the effectiveness of remote education service quality, it has been researched based on fragmentary effects on remote education service quality, and the effect study on the specific target is insufficient. In this study, the effects of remote education service factors on customer satisfaction and customer loyalty were analyzed in the previous study and among job seekers. The survey was conducted from March 2019 and 258 samples of job seekers who experienced remote education were used for empirical analysis. As a result of the analysis, typology, problem solving, interaction, information serviceability, and convenience had a positive effect on customer satisfaction, and satisfaction had a significant influence on customer loyalty. In addition, it was analyzed that characterization, problem-solving, interaction, information serviceability, convenience and customer loyalty were affected in the verification of the mediated effects of satisfaction. In response, the implications of this study were derived from practical research on customer satisfaction and loyalty of educational companies related to eduTech, where education and ICT (Information Communication Technology) were integrated during the 4th Industrial Revolution, which suggested that the quality of a company's remote education service affected customer satisfaction and customer loyalty to entrepreneurs and marketers in the education company's start-up and marketing process. Further, further research will be needed in other areas as well as in the areas of employment education to verify the importance of service quality and assess the various effects.

• Journal of Agricultural Extension & Community Development
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• v.26 no.4
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• pp.193-203
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• 2019

Tourism has been widely regarded as a mentally and physically healthy pursuit. Emotional experience can increase the restoration effect of tourism. Thus, recent studies in tourism have paid more attention to the benefits of emotional experiences. This study provides and tests a model that examines the relationship emotional experience as mediating variable between perceived service quality and two outcomes (behavioral intention, subjective well-being). The results of a study with rural healing tourists provide support for the proposed model. Specifically, the results indicate that emotional experience partially mediate the relationship between perceived service quality and satisfaction. The results of this study suggest that emotional experience should be considered as important in rural healing tourism services. The study provides empirical validation that customers do, indeed, identify with service providers, and this, in-turn, provides positive consequences for both the service provider (i.e., behavioral intention) and the customer (i.e., subjective well-being).

• Journal of Industrial Convergence
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• v.20 no.1
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• pp.13-21
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• 2022

Globally, the baby boomer generation is economically retired, and the MZ generation is emerging as a new economic force. This study demonstrated the effect of service quality on user satisfaction and customer loyalty for IT services, and checked whether it had a moderating effect on the MZ generation's perception of service quality and its effect on user satisfaction. In addition, we tried to find implications for service satisfaction of the MZ generation. For this purpose, valid responses were obtained from 496 members of companies receiving IT services from Company A. then, a hierarchical regression analysis were performed to verify the hypothesis. As a result of the analysis, the influence relationship between service quality, user satisfaction, and customer loyalty was confirmed, similar to the results of previous studies, and it was confirmed that the negative moderating effect of lower perception of user satisfaction through interaction. Therefore, it can be suggested that there is a need to develop a new digital-based service that can share and sympathize with special experiences, consumption values and beliefs. In the future, if research is conducted on a variety of consumers, it will be possible to more accurately explore the service perception of the MZ generation.

• The Journal of the Korea Contents Association
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• v.21 no.6
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• pp.513-523
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• 2021

This study verified the effect of Hotel Drive through Service Quality between Customer Satisfaction and Oncontinuous usage Intention. In addition, by injecting the variable of the Hotel Brand Image between Hotel Drive through Service Quality and Customer Satisfaction, we tried to find out the effect of the Moderating Role. Convenience sampling was used for customers who recently experienced Hotel Drive through Service, which is operated mainly in Seoul. It has been held for about 40 days from December 2020. The survey tool constructed through prior research was distributed to customers who experienced Hotel Drive through Service in Seoul. 289 copies of the collected effective samples were statistically processed using SPSS 22.0. As a result of the analysis, it was found that hypothesis 1 and hypothesis 2 had a significant influence relationship. The Tangibility^*Hotel Brand Image and physical environment^*Hotel Brand Image in Hypothesis 3 were found to have a modulating effect with a significant positive (+) effect. However, it was found that Responsiveness^*Hotel Brand Image and Reliability^*Hotel Brand Image had no control effect.

• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.174-186
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• 2007

최근의 기업 환경은 글로벌화의 진전과 산업문명의 발달, 정보 습득이 용이 등으로 급속도로 소비자 중심의 시장으로 전환되었으며 이로 인해 기업 간의 경쟁은 급격히 가속되고 있는 상황이다. 이러한 상황 아래 고객에게 제공하는 가치가 유사한 기업들은 자사의 제품과 서비스를 차별화하여 기업의 경쟁력을 강화하기 위해 다양한 방법을 시도하고 있다. 이 다양한 방법들 중 대표적인 한 가지가 자사의 브랜드를 강력하게 만들어 관리하는 것이다. 현대의 소비자들은 단지 제품이나 서비스의 품질, 또는 가격들 중 하나로 제품을 선택하는 것이 아니라 종합적 경험으로 자신에게 각인되어 있는 브랜드의 선택을 통하여 제품이나 서비스를 구매하게 된다. 또 하나의 대표적인 방법이 경영혁신 활동이다. 기업은 기존의 업무 방법을 재현해서만은 지속적인 경쟁력을 유지할 수 없다. 변화하는 기업 환경에 맞춰 기업의 가장 중요한 부분을 본질적으로 변화 시켜야만 기업의 경쟁력을 지속적으로 유지, 향상 시킬 수 있다. 이에 본 연구에서는 기존에 연구된 문헌자료를 토대로 이론적 배경을 고찰하고 기업들의 경영혁신 추진 실태 조사와 K기관의 NBCI모델 통하여 산출된 브랜드 경쟁력 지수간의 상관관계를 분석함으로써 경영혁신 활동이 기업의 브랜드 자산 가치에 어떤 영향을 미치고 있는지 살펴보고자 한다.

• Journal of the Korea Society of Computer and Information
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• v.26 no.11
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• pp.255-261
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• 2021

In Korea, there are a total of 8 creative cities selected by UNESCO in 7 fields. UNESCO creative city refers to a network of creative cities with international level of experience, knowledge, and expertise in the field of culture and arts. Based on the PCSI 2.0 model, this study conducted a satisfaction survey of experts on Daegu's Creative City. Variables were composed of service quality, social responsibility, inconsistency, satisfaction and performance, and service quality was measured by dividing it into three categories: content quality, delivery quality, and environmental quality. Therefore, this study verified that the three types of quality, social responsibility, and inconsistency affect satisfaction, and that satisfaction affects performance. As a result of the study, it was found that the three service quality did not directly affect satisfaction, but rather affected satisfaction through inconsistency. So, 3 out of 10 hypotheses were rejected.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.5
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• pp.577-584
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• 2020

This study examined the effects of management consultant competency (ability, professionalism) and consulting service quality (reliability, assurance) on organizational creativity and innovation. The research target was companies with experience in consulting, and sample data from 62 surveyed companies (80 persons) were analyzed using SPSS 25.0 and Smart PLS 2.0 based on statistics to perform frequency analysis, reliability, and feasibility analysis. The summary of the research results is as follows. First, it has been verified that consultant competency (ability, professionalism) and consulting service quality (reliability, assurance) had positive impacts. Second, service reliability and assurance, which are components of consulting service quality, significantly affected consulting performance (organizational creativity, innovation). Taken together, management consulting has a positive effect on creativity and innovation in an organization and ultimately contributes to improvement of the business performance of the company, depending on the competency of the consultant and quality of the services provided. Based on the results of this study, we intend to improve the quality of SME consulting by providing theoretical and practical implications as well as contribute to the growth of SMEs requiring innovation in the era of the 4th Industrial Revolution.

• Proceedings of the Korea Information Processing Society Conference
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• 2020.05a
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• pp.631-632
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• 2020

본 논문에서는 고객추천지수(NPS : Net Promoter Score)를 이용하여 2019년도 이용 고객의 서비스 만족 및 품질에 대하여 모니터링하고 기관의 고객만족 개선 활동에 대한 고객의 의견을 분석하기 위함이다. 한국과학기술정보연구원의 한민족과학기술자네트워크(KOSEN : The Global Network of Korean Scientists & Engineers)는 전 세계 한인 과학기술자들을 하나로 연결하는 네트워크 서비스로 2019년 현재 70여개국 14만여 회원들로 이루어진 거대한 네트워크로 성장하였습니다. 1999년 이래 과학기술부, 교육과학기술부, 미래창조과학부, 과학기술정보통신부 지원 사업으로 한국과학기술정보연구원에서 운영해오고 있습니다. 네트워크를 통한 한인 과학기술자들의 지식 공유가 주목적이며, 연구자들을 위한 다양한 서비스를 무상으로 제공하고 있습니다. 이를 위해 서비스를 경험한 262여 명의 의사결정자를 대상으로 한민족과학기술자네트워크에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 핵심고객을 확보하는데 사전 예측자료로 활용될 수 있다.

• Journal of Service Research and Studies
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• v.14 no.1
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• pp.108-123
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• 2024

In particular, as the current educational institutions are becoming more competitive, universities need to make efforts to survive the fierce competition by improving their service qualities. In this situation, this study was conducted to confirm the effect of international students' evaluation of university service quality on university loyalty through university satisfaction and service engagements, And several implications can be suggested as follows. First, the dimensions of university service quality were identified as important factors that had a great influence on the university satisfaction of international students. Among the service quality dimensions, support services related to international students were found to be the most important variable in university satisfaction. The school's efforts to solve the inconvenience of international students and the grievances of students who feel difficulties that their own students do not feel are considered a very important factor in the satisfaction of international students. Second, it was found that international students' class engagement or friendship engagement can be increased through satisfaction with the school, and eventually, the increased engagements affect university loyalty. In particular, it has been verified that for international students, the loyalty of the school can be increased by establishing friendships with students from various countries and participating in various school programs. Finally, according to the purposes of studying abroad, the difference was confirmed between the groups studying for academic development and better employment and the group employed for overseas experience and immigration.

• Asia Marketing Journal
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• v.3 no.1
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• pp.30-47
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• 2001

본 연구에서는 가상시장에서 인터넷쇼핑몰을 통해 제품을 구매한 경험이 있는 소비자의 재구매의도를 확인하고자 시도하였다. 인터넷쇼핑몰을 통해 제품을 재구매하기 위해서는 이전 구매경험의 만족이 결정적 요인으로 작용할 것으로 가정하였다. 이러한 쇼핑만족에 영향을 주는 요인으로는 쇼핑몰의 구조적 특성(심미성, 이용편리성), 제품특성(품질, 가격), 그리고 서비스 특성(확신성, 신뢰성, 반응성) 등을 포함하였다. 이들 요인이 쇼핑만족에 영향을 주고, 만족이 재구매의도에 영향을 줄 것으로 가정하였다. 또한, 이들 만족과 재구매의도간의 관계는 지각된 위험 및 제품관여에 따라 조절역할을 할 것으로 가정하였다. 이러한 가설들간의 관계를 분석하고자 구조방정식모델을 실시하였고, 조절변인들의 조절효과는 조절회귀분석을 통해 검증하였다. 분석결과, 모든 연구가설들은 유의적으로 나타났다. 즉 쇼핑몰의 구조적 특성, 제품특성 및 서비스 특성은 쇼핑만족에 영향을 주며, 이러한 쇼핑만족은 소비자의 재구매의도에 영향을 주는 것으로 나타났다. 또한 만족과 재구매의도간의 관계는 지각된 위험과 관여수준에 따라 조절역할을 하는 것으로 나타났다