• The Journal of the Korea Contents Association
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• v.9 no.6
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• pp.344-356
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• 2009

The purpose of this paper is to identify the causal role both emotionally based satisfaction and service reputation by examining the relationships among each dimensions of service quality, cognitive satisfaction, emotionally based satisfaction, service reputation and service loyalty in mobile telecommunication company. The results of the study are as follows: First, conviction quality had not influence on both cognitive satisfaction and emotionally based satisfaction, but tangibles quality had more influence on cognitive satisfaction than emotionally based satisfaction and responsiveness quality had more influence on emotionally based satisfaction than cognitive satisfaction. It found that there was a significant positive relationship between dimensions of the service quality, cognitive satisfaction and emotionally based satisfaction, and dimensions of the service quality affect satisfaction either directly or indirectly through emotion. Second, consumer satisfaction had more effect on service loyalty through service reputation than direct effect. Therefore, service loyalty can be build by increasing emotionally based satisfaction and service reputation to customer who is perceived as good service.

• The Journal of the Korea Contents Association
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• v.17 no.11
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• pp.525-532
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• 2017

The purpose of this study is to investigate the effect of mobile payment service quality(system quality, service quality) on the formation of trust(cognitive trust, affective trust) and the effect of trust on satisfaction. In addition, we examined gender differences in the process of trust affecting satisfaction. The 188 sets of data collected, those were tested against the model using PLS. The results showed that system quality affected cognitive trust, service quality affected cognitive trust and affective trust, and both cognitive trust and emotional trust had an effect on satisfaction. In addition, the influence of cognitive trust on satisfaction was stronger for males, and affective trust had more influence on satisfaction for females.

• The Journal of the Korea Contents Association
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• v.11 no.11
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• pp.413-423
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• 2011

Service environments are known to have effects on quality recognition in fine-dining and family type restaurants. The current study explores that the effects are also likely in the fast-food type ones. To verify the research method factor and reliability analysis of SPSS version 18.0 are applied. The program is also used to test the influences among variables. With multiple regression analysis the study finds that there is a significant effect of service environment on quality recognition in fast-food type restaurants. The study also finds that employees' uniform and cleanliness are more influential than waiting time which is generally known as a key factor in fast food service restaurants.

• Information Systems Review
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• v.15 no.2
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• pp.91-110
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• 2013

Due to the intense competition and low switching cost, to find out which factors will significantly impact on user's continuance intention is very important for mobile instant messaging (IM) practitioners. In this study, we adopted network externalities and perceived service quality as independent variables based on the definition of mobile IM service. Network externalities also include direct externalities (referent network size) and indirect externalities (perceived complementarity). The result of this study shows that referent network size has a critical influence on perceived usefulness and perceived complementarity has a critical influence on perceived enjoyment; perceived service quality, as we expected, has significantly impact on not only customer's satisfaction but also perceived usefulness and perceived enjoyment. Meanwhile, both perceived usefulness and perceived enjoyment have directly critical influences on customer's continuance intention.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.356-372
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• 2009

The purpose of this study is to study academic tendency in the researches on the service quality of Korean restaurants by analyzing the studies related to the service quality of Korean restaurants. As a result of this study, the studies related to the service quality of Korean restaurants, included in 7 academic journals selected, are totally 26 articles. Among them, there are 14 researches targeting medium-large size Korean restaurants with more than 100 seats. In the methodological aspect, the scales, which were used most frequently in measuring the service quality of Korean restaurants, were indicated to be SERVQUAL in Parasuraman et al.(1988), DINESERV in Stevens et al.(1995) and Brady & Cronin(2001)'s scale. Also, as a result of examining the tendency of researches related to the service quality in Korean restaurants in the contextual aspect, the interaction quality between employees and customers out of customers' perceived service quality was surveyed to have greater influence upon customers' behavioral reaction than the physical quality or technical quality. Consequently, in order to conduct an institutional research through examining the service quality in Korean restaurants, understanding the customers' perceived service quality needs to be implemented preferentially with a systematically verified scale. Moreover, such researches on the service quality of Korean restaurants appear to focus on specific subjects. Thus, in order to escape from this tendency, it is necessary to explore creative research subjects and design diversely and scientifically analytical methods.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.27 no.2
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• pp.5-27
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• 2016

To be able to present authenticity, or to cope with patent related cases or any possible law suite for intellectual. The purpose of this study was to investigate factors affecting the satisfaction of records and information management system on the construction industry. Data was collected through a survey of 129 employees who work for A engineering company. Independent variables in this study included system quality, information quality, and service quality. Latent variable was selected as easy of use and usefulness. Dependent variable was user's satisfaction for the system. The results of analysis of structural equation modeling showed that system quality was found to have both direct and indirect impacts on user's satisfaction. On the other hand, information quality was significant only in direct impact on ease of use. Service quality was not statistically significant in the effect on user's satisfaction.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.87-98
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• 2017

As the market for coffee chains becomes fierce, it is important for coffee chains to establish an enduring relationship with customers and encourage them to revisit their stores. Thus, it becomes important to understand consumers' repurchase decision-making mechanisms in the context of coffee chains. Customer satisfaction, perceived switching costs, and regret were considered as the main factors of customers' repurchase intentions. Especially, the effect of regret experience of coffee chains on consumers' repurchase decision was examined. In addition, coffee quality, physical environment quality, service encounters performance, and brand trust were considered as attributes of coffee shop selection, and their effects on customer satisfaction and perceived switching cost were investigated. The results of the study showed that customer satisfaction and perceived switching costs had a positive effect on repurchase intention, while regret had a negative effect on repurchase intention. Coffee quality and physical environmental quality had no significant effect on customer satisfaction and perceived conversion cost. Service encounter performance had a significant impact on perceived switching costs alone. Brand trust had a significant impact on both customer satisfaction and perceived switching cost.

• Journal of Distribution Research
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• v.10 no.4
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• pp.89-111
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• 2005

The purpose of the study was to examine the role of cognitive costs in the relationship between service quality and store loyalty using structural equation modeling. The findings showed that cognitive costs playa mediating role between service quality and store loyalty. The findings also showed that physical environment indirectly affected store loyalty through cognitive cost. However, personal service had both direct effect and indirect effect on store loyalty. It was also appeared that there were differences in the models between customers and prospects.

• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.351-364
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• 2005

오늘날은 정보의 홍수라고 표현이 될 만큼 많은 양의 정보를 어디서나 얻을 수 있다. 이러한 많은 양의 정보 중 사람들은 그들이 필요한 정보를 얻기 위하여 인터넷을 사용하며 대부분의 사용자들이 포털 사이트의 검색 서비스를 통하여 그들이 원하는 정보를 검색하고 얻고 있다. 그러나 전통적인 여과 과정을 통해 검증된 인쇄 자원과는 다르게 인터넷상에 있는 자원은 대부분 여과되어 있다고 볼 수 없다. 인터넷상에서 발견되는 정보가 주로 여과되지 않은 상태라는 점을 이해하는 것도 정보를 얻는 사용자 입장에서 매우 중요하다. 그런 의미에서 웹에서는 제공되는 정보에 대한 선정, 조직화, 검색에 대한 표준화가 아직 없기 때문에, 단순히 웹 검색 엔진을 이용한 검색의 결과만을 통해서 원하는 정보를 찾는 것은 쉽 지가 않다(Spink et al, 1999). 비록 원하던 정보를 얻었다 해도 획득한 정보가 신뢰할 만한 것인지를 판단하기가 어렵다. 본 연구에서는 그러한 요구에 부응하기 위해 검색 서비스에 대한 사용자 선호 요인을 선별하고 설문 조사를 통해 검증하고자 한다. 본 연구는 크게 문헌 연구와 실증 연구로 구별되며, 실증 분석에서는 검색 서비스를 사용해 본 경험이 있는 인터넷 사용자를 대상으로 설문을 인터넷 사이트와 설문지를 배부하는 형식으로 진행하여, 통계 패키지를 이용 결과를 분석하였다. 문헌 연구에 따르면 인터넷 사이트를 사용하는데 있어서, 사용자 선호에 영향을 미치는 요인으로 정보 품질, 서비스 연계성, 인지된 유용성, 흥미성, 시스템 품질, UI의 편의성이 있으며 본 연구에서도 이러한 요인을 중심으로 연구 모형을 정하였다. 이러한 요인들에 대하여 가설을 정해 실증 분석을 한 결과, 기본적으로 검색 서비스에 대한 인지된 유용성과 UI의 편의성은 사용자 선호에 영향을 미치는 것으로 나타났다. 반면에 정보 품질, 서비스 연계성, 흥미 성, 시스템 품질은 사용자 선호에 영향을 미치지 못하는 것으로 나타났다. 그러나 정보 품질과 시스템 품질의 결과는 유의 수준에서 크게 넘어가지 않는 결과가 나와 반드시 영향을 미치지 못하는 것은 아니라고 조사되었다. 본 연구는 검색 서비스라는 특정 서비스에 대해서 사용자 선호에 영향을 미치는 요인에 대해서 알아보고자 하였다. 이는 학문적인 측면에서 기존의 통합적인 웹사이트 평가에 대한 연구의 확장을 가능케 하였고, 개인사용자 측면에서는 좀더 좋은 정보를 제공하는 검색 서비스에 대한 이해를 높일 수 있는 계기가 되었다고 할 수 있다.

• The Journal of the Korea Contents Association
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• v.10 no.1
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• pp.381-390
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• 2010

The study aims to figure the effect quality of perceived education service on service value of student' satisfaction major in physical education students' of college. The subjects of the study are students enrolled in Junior colleges located in Seoul and five major cities (Busan, Daejeon, Incheon, Ulsan and Gwangju) as of May 2008. It adopted purposeful sampling method to sample 443 students, and 409 effective samples were used in the study. SPSS 12.0 was used to conduct factor, reliability, frequent analysis, correlation and regression analyses, and the study reached the following conclusions. First, the tangibles and responsiveness of the quality of education service had positive effected on the value of service. Second, the tangibles, reliability, responsiveness and irritability had positive effected on students' satisfaction. Third, the value of service had positive effected on students' satisfaction.