• 한국벤처창업학회:학술대회논문집
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• 2016.04a
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• pp.242-252
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• 2016

이 연구의 목적은 금융기관에서 실시하고 있는 내부마케팅 요인이 조직몰입과 고객지향성에 미치는 영향과 이들 요인들 간의 상관관계, 영향관계, 매개효과 등을 실증적으로 연구 분석하는 데 있다. 그동안 내부마케팅에 대한 연구는 여행사, 항공사, 호텔, 요식업 등 서비스산업 종업원을 대상으로 한 연구가 대부분이었으며, 금융기관에 대한 연구는 거의 미미한 편이었다. 특히 저금리시대와 인터넷전문은행의 신설 예고 등 금융환경의 급격한 변화에 따라 최근 금융기관들은 대고객 서비스 의 중요성을 인식하고 은행원에 대한 직무능력 향상과 사기진작을 위한 다양한 내부경영전략을 확대하고 있어, 이에 대한 연구는 필요하다고 판단된다. 이에 본 연구는 금융기관의 내부마케팅 요인으로 권한위임, 경영층지원, 의사소통, 팀웍역량을 주요 구성 요인으로 보고, 이들 요인들이 은행원의 조직몰입을 높이고, 나아가서는 고객지향성에 영향을 미칠 것이라는 전제로 실증분석을 하였다. 그 결과 내부마케팅 요인 중, 권한위임, 경영층지원, 팀웍역량은 조직몰입에 유의한 영향을 미치고 있으나, 의사소통은 조직몰입에 유의한 영향을 미치지 않는 것으로 나타났다. 또한 조직몰입이 고객지향성에 직접적으로 유의한 영향을 미치고 있으나, 조직몰입이 내부마케팅 요인과 고객지향성의 관계에서는 부분적인 매개효과가 있는 것으로 나타났다.

• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.322-334
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• 2012

The purpose of this paper is to explain and identify how service trust about enterprise of internal employees influence on management performance by investigating relationships between service trust in internal organization of enterprise, job commitment, customer service behavior, management performance. A survey study was conducted to collect the data with sales forces of at domestic major pharmaceutical companies. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: service trust in internal organization of enterprise are positively associated on both job commitment and management performance, but it was negatively associated on customer service behavior. Job commitment was positively associated on customer service behavior but it was not influences on management performance. And customer service behavior was positively associated on management performance. Therefore, service trust in internal organization of enterprise was direct influences on management performance and it was also effects on through job commitment and customer service behavior. To sum up, if employees are devote themselves in work of their organization, service behavior on their customer of employees will be higher, and then management performance will be achievement. So, it have to reinforce job commitment on employees in order to achievement high performance of management through sales.

• Journal of Service Research and Studies
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• v.7 no.1
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• pp.65-82
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• 2017

This study is to examine the effects of high commitment HRM on service performance in the service industry, and to examine the mediating effect of the organizational internal innovation direction. Specifically, the direction of internal innovation consists of high-value-added HR and service and cost-reduction downsizing. We assumed that the high-value-added direction of HR and service will have a positive mediating effect. And assumed that cost-reduction downsizing direction has negative mediating effect. The data were collected from 2013 workplace panel survey(WPS) of the Korea Labor Institute(KLI). Among the 1,775 companies, 896 companies classified as wholesale and retail, transportation, professional scientific services, education services, health social services, financial services, and other services (such as information society support services) were extracted and used. In summary, high-commitment HRM has a positively significant effect on the direction of high value-added innovation of HR and services, and has a negatively significant effect on the cost-reduction downsizing direction. In addition, the direction of high value-added innovation of HR and service was positive effect on service performance, and cost-reduction downsizing innovation direction has a negative effect on service performance. And the direct effect of high commitment HRM on service performance has not been confirmed. However, we confirmed the positive mediating effect of high value-added innovation direction of HR and services, and confirmed that the negative mediating effect of cost-reduction downsizing. Therefore, it is confirmed that the two variables have a full mediating effect on the relationship between high commitment HRM and service performance.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.3
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• pp.85-95
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• 2019

The purpose of this study was to analyze the relationship between the service quality of entrepreneurship education, academic self - efficacy, and learning commitment in college students. The results of the study are summarized as follows. First, the difference of entrepreneurship education with professors of entrepreneurship education has a significant influence on the learning commitment, and the operation of entrepreneurship education has no significant influence. Second, the difference of entrepreneurship education and the operation of entrepreneurship education have a significant effect on academic self - efficacy, while the entrepreneurship professional instructor has no significant influence. Third, academic self - efficacy has a significant effect on learning commitment. Fourth, in the relationship between the service quality of entrepreneurship education and learning commitment, the academic self-efficiency was found to have a mediated effect.

• The Journal of the Korea Contents Association
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• v.18 no.12
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• pp.660-675
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• 2018

This study is designed to investigate how the perceived characteristics of the online video services affect the 'flow' as positive experience and satisfaction of users. For the study, we conducted a questionnaire survey on 289 people using YouTube, and then analyzed the relationships among variables using hierarchical regression analysis. As a result, it was confirmed that interactivity, newness of recommendation service, diversity of content, and entertainingness of contents all affect the lower level of flow experience. On the other hand, the accuracy of the recommendation service did not affect the flow experience, but positively affects the level of satisfaction. Finally, it is also confirmed that flow has a direct effect on user satisfaction, and mediates relationship between the characteristics of YouTube and satisfaction. The results of this study are helpful to understand user's perception and experience of online video platform service and suggest the discussion points to be considered by the industry to satisfy users.

• Journal of Digital Convergence
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• v.17 no.2
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• pp.145-153
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• 2019

The purpose of this study is to identify the effects of educational service quality on student satisfaction, university image, commitment, and loyalty in the changing environment of university education environment, and to suggest a strategic plan for university education in high quality. To do this, we set up six hypotheses and conducted an empirical analysis with the sample of 229 senior students attending colleges and universities in the metropolitan area. The results of hypothesis verification says that the educational service quality has a positive effect on satisfaction and image, and the satisfaction shows an influence on commitment and loyalty. But the image proved to have no effect on commitment. The commitment was found to affect loyalty. It can be said that the efforts to improve the quality of educational service have an impact on the image and loyalty of colleges and universities and the effects help to improve the long term competitiveness of colleges and universities. The ultimate effects for the quality control of educational service will suggest the survival ways in the changing university educational environment.

• Journal of the Korean Applied Science and Technology
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• v.40 no.4
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• pp.616-630
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• 2023

This study attempted to investigate the influence of relationship marketing on the quality of educational services and learners' relationship commitment, and the goals are to provide basic data needed to develop business management strategies and promote the growth of beauty education industry. For this, a questionnaire survey was performed against the students from beauty academies in Yeongnam region, and a total of 503 copies were used for final analysis. The study results found the followings: First, there were differences by each factor among relationship marketing, quality of educational services and learners' relationship commitment. Second, relationship marketing revealed a statistically significant effect on the quality of educational services. Third, relationship marketing showed a significant influence on learners' relationship commitment. Fourth, the quality of educational services showed a significant effect on learners' relationship commitment. It is anticipated that the study results would be available as basic data needed for beauty academies to develop business management strategies and promote the growth of beauty academy industry.

• Asia Marketing Journal
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• v.3 no.2
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• pp.21-40
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• 2001

본 연구는 서비스제공자의 고객지향성이 관계 질(만족, 신뢰 및 몰입) 및 재구매의도에 어떠한 영향을 주는가를 탐색하고자 의료서비스구매자를 대상으로 실증분석한 것이다. 구체적으로 본 연구의 모델을 살펴보면 다음과 같다. 먼저 서비스제공자가 갖는 고객지향성을 최종 결과변수인 재구매의도의 선행변수로 설정하였고, 이러한 고객지향성은 관계 질인 만족, 신뢰 및 몰입을 매개하여 재구매의도에 영향을 미치는 것으로 가정하였다. 이러한 연구모형을 검증하기 위해 종합병원에 입원한 환자 267명을 대상으로 실증분석하였다. 분석결과를 정리하면 다음과 같다. 서비스제공자의 고객지향성은 서비스구매자의 만족에 영향을 주며, 이러한 만족은 신뢰 및 몰입에 영향을 주고, 또한 재구매의도에 직접적으로도 영향을 주는 것으로 나타났다. 그리고 재구매의도는 신뢰 및 만족에 의해서도 영향을 받는 것으로 나타났다. 마지막으로 본 연구애서 얻어진 결과를 토대로 관리적 시사점을 제시하였다.

• Industry Promotion Research
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• v.3 no.2
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• pp.21-31
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• 2018

This study conducted a hypothesis test to examine the effect of integrated service quality of nursing and care on medical service performance. The results of this study are as follows. First, the perceived performance, loyalty, perceived performance, perceived loyalty, and perceived loyalty of medical service achievement, perceived performance of medical service performance, responsiveness, confident, empathy, The results show that adoption has a positive impact on loyalty. In other words, the integrated service quality proved to be very important for the medical service capacity. In order to do this, institutional efforts should be given priority to increase the number of nursing staff. In order to nurture excellent nursing team members, in addition to professional nursing ability, emphasis should also be placed on personality education for positive relationships through patient empathy. In this study, we can find the implication of the study that we measured the effect of integrated service quality on medical service performance.

• Journal of Industrial Convergence
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• v.18 no.6
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• pp.155-163
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• 2020

The purpose of this study was to verify the effect of job stress of caregivers on service quality for improve the quality of elderly long-term care services and the mediating effect of organizational commitment in the process. To this end, 30 long-term care facilities were randomly sampled out of 1,705 long-term care facilities in Gyeonggi-do, and as a result of a questionnaire survey of 500 caregiver for one month in May 2020, 443 samples were collected, and a total of 415 samples were finally analyzed. As for the analysis method, SPSS WIN 21.0 was used to verify the mediation model using frequency analysis, descriptive analysis, correlation analysis, and regression analysis. As a result of the study, first, job stress had a negative effect on service quality and organizational commitment. Second, organizational commitment has a static effect on service quality. Third, organizational commitment was verified as a perfect mediating in the relationship between job stress and service quality. This suggested the importance of the effect of organizational commitment in the process between job stress and service quality of caregivers and sought a policy ways to to improve the service quality of caregivers.