• Journal of Global Scholars of Marketing Science
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• v.20 no.3
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• pp.269-277
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• 2010

Previous studies have shown that the most important factor affecting customer loyalty in the service industry is service quality. However, on the subject of whether service quality has a direct or indirect effect on customer loyalty, scholars' views apparently vary. Some studies suggest that service quality has a direct and fundamental influence on customer loyalty (Bai and Liu, 2002). However, others have shown that service quality not only directly affects customer loyalty, it also has an indirect impact on customer loyalty by influencing customer satisfaction and perceived value (Cronin, Brady, and Hult, 2000). Currently, there are few domestic articles that specifically address the relationship between service quality and customer loyalty in the mobile communication industry. Moreover, research has studied customer loyalty as a whole variable, rather than breaking it down further into multiple dimensions. Based on this analysis, this paper summarizes previous study results, establishes an effect mechanism model among service quality, customer satisfaction, and customer loyalty in the mobile communication industry, and presents a statistical test on model assumptions by using customer investigation data from Heilongjiang Mobile Company. It provides theoretical guidance for mobile service management based on the discussion of the hypothesis test results. For data collection, the sample comprised mobile users in Harbin city, and the survey was taken by random sampling. Out of a total of 300 questionnaires, 276 (92.9%) were recovered. After excluding invalid questionnaires, 249 remained, for an effective rate of 82.6 percent for the study. Cronbach's ${\alpha}$ coefficient was adapted to assess the scale reliability, and validity testing was conducted on the questionnaire from three aspects: content validity, construct validity. and convergent validity. The study tested for goodness of fit mainly from the absolute and relative fit indexes. From the hypothesis testing results, overall, four assumptions have not been supported. The ultimate affective relationship of service quality, customer satisfaction, and customer loyalty is demonstrated in Figure 2. On the whole, the service quality of the communication industry not only has a direct positive significant effect on customer loyalty, it also has an indirect positive significant effect on customer loyalty through service quality; the affective mechanism and extent of customer loyalty are different, and are influenced by each dimension of service quality. This study used the questionnaires of existing literature from home and abroad and tested them in empirical research, with all questions adapted to seven-point Likert scales. With the SERVQUAL scale of Parasuraman, Zeithaml, and Berry (1988), or PZB, as a reference point, service quality was divided into five dimensions-tangibility, reliability, responsiveness, assurance, and empathy-and the questions were simplified down to nineteen. The measurement of customer satisfaction was based mainly on Fornell (1992) and Wang and Han (2003), ending up with four questions. Based on the study’s three indicators of price tolerance, first choice, and complaint reaction were used to measure attitudinal loyalty, while repurchase intention, recommendation, and reputation measured behavioral loyalty. The collection and collation of literature data produced a model of the relationship among service quality, customer satisfaction, and customer loyalty in mobile communications, and China Mobile in the city of Harbin in Heilongjiang province was used for conducting an empirical test of the model and obtaining some useful conclusions. First, service quality in mobile communication is formed by the five factors mentioned earlier: tangibility, reliability, responsiveness, assurance, and empathy. On the basis of PZB SERVQUAL, the study designed a measurement scale of service quality for the mobile communications industry, and obtained these five factors through exploratory factor analysis. The factors fit basically with the five elements, indicating the concept of five elements of service quality for the mobile communications industry. Second, service quality in mobile communications has both direct and indirect positive effects on attitudinal loyalty, with the indirect effect being produced through the intermediary variable, customer satisfaction. There are also both direct and indirect positive effects on behavioral loyalty, with the indirect effect produced through two intermediary variables: customer satisfaction and attitudinal loyalty. This shows that better service quality and higher customer satisfaction will activate the attitudinal to service providers more active and show loyalty to service providers much easier. In addition, the effect mechanism of all dimensions of service quality on all dimensions of customer loyalty is different. Third, customer satisfaction plays a significant intermediary role among service quality and attitudinal and behavioral loyalty, indicating that improving service quality can boost customer satisfaction and make it easier for satisfied customers to become loyal customers. Moreover, attitudinal loyalty plays a significant intermediary role between service quality and behavioral loyalty, indicating that only attitudinally and behaviorally loyal customers are truly loyal customers. The research conclusions have some indications for Chinese telecom operators and others to upgrade their service quality. Two limitations to the study are also mentioned. First, all data were collected in the Heilongjiang area, so there might be a common method bias that skews the results. Second, the discussion addresses the relationship between service quality and customer loyalty, setting customer satisfaction as mediator, but does not consider other factors, like customer value and consumer features, This research will be continued in the future.

• Journal of The Korean Association For Science Education
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• v.35 no.3
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• pp.499-508
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• 2015

The purposes of this study are to investigate elementary students' perception of science classroom through an analysis of students' answer to an open-ended question and to suggest a framework for the analysis of science classroom culture, as the first step to develop an analysis tool for qualitative exploration of science classroom culture. We analyzed 571 responses and developed an analysis framework with six categories (i.e. major factors; power structure of a classroom community; focused domains of the science classroom; student concerns; atmosphere of science classroom; participation form). The details of the six categories can be summarized as follows: (1) major factors were revealed to be practical work, fun, teacher, community and others; (2) the power structure of classroom community was in the order of peer students, teacher, and individual student himself/herself; (3) the focused domains of the science classroom perceived by students were more about affective and behavioral domains than cognitive one; (4) major student concerns were teachers' teaching, having practical work, and the understanding of and the sharing of knowledge and opinions (5) science classroom atmosphere was noisy and pranky but fun and interesting; (6) the students participation forms were to be total participation or voluntary participation or cooperative practice. Through this study, not only suggesting the framework, but we could also get implications for the cultural aspects of science classroom based on the results of data analysis in this study.

• The Journal of the Korea Contents Association
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• v.14 no.10
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• pp.416-428
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• 2014

This study aimed to identify middle school students' perceptions and practices of handwriting, and factors affecting their attitudes towards handwriting. Data were collected by means of a survey targeting 346 students enrolled in 9 middle schools(Male=172, Female=172, Unknown=2, M=13.5 years old, SD= .94). Interviews, too, were conducted with 12 students in order to identify the students' perceptions of handwriting. The analyses of both survey and interview data revealed the following: (1) the majority of the interviewee students believed that handwriting is useful for memory and summarization so as to get a better school grade, including performance evaluations; (2) Many of the interviewee students were unsatisfied with their handwriting skills, giving higher scores to their peers' handwriting; (3) 45.7% of the students reported that mother was the one who taught them how to write for the first time; and 49.7% of them had no learning experience of taking notes; (4) Girls than boys and 1st graders than 2 or 3 graders showed more positive attitude towards handwriting; and (5) A multiple regression analysis showed that all the variables entered in the regression model, including sex, grade, affective attitude toward hands-on activities, physical abilities, time spent using a computer, and perceptions of Korean characters, had significant impacts on the students' attitudes towards handwriting.

• Journal of Engineering Education Research
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• v.12 no.2
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• pp.51-62
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• 2009

The purpose of the study was to analyze job satisfaction and organizational commitment of organizational members for accreditation of engineering education. That will allow applying for effective and efficiency job system in workplace. To this aim, this study analyzed 62 organizational members for accreditation of engineering education how they perceived job satisfaction and organizational commitment in their workplace. The main results of the study are follows. First, organizational members' general job satisfaction is very low. Especially satisfaction of job security, wages, promotion and reward is very low. Second, organizational commitment of organizational members is low. Especially continuance commitment is higher in comparison with affective commitment and normative commitment. It means that their retailing potential is huge if they have a chance. Finally, influencing factors of job satisfaction and organizational commitment are job security, wages, promotion and reward. In conclusion, this study suggests effective organizational system for enhancing job satisfaction and organizational commitment of organizational members for accreditation of engineering education.

• Science of Emotion and Sensibility
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• v.8 no.4
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• pp.333-344
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• 2005

The sensitivity adjectives on wall paper are collected. With the collected sensitivity adjective, we are going to develop the model which can recommend the wallpaper to customer. A large number of adjectives describing affective responses were collected from such diverse sources as questionnaire survey results, field survey results and internet survey result. To search the representative adjective of collected adjective, we used the diverse statistical analysis method. We attempted to decide the axis name of dimension through the MDS(Multi-Dimensional Scale) analysis method using the similarity matrix an4 to find a three or four reduced factors through the factor analysis method using the varimax rotation method. The result of the analysis showed that the reduced factors could account about $82\%$ when the number of factor is three(popular, elegance, and passable) ant about $93\%$ when the number of factor is four (elegance, passable, beautiful, and affectionate) On the basis of this result, we expect it can be used to develop the model recommending the wallpaper.

• Korean Journal of Psychosomatic Medicine
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• v.5 no.1
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• pp.52-62
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• 1997

This study was designed to determine the frequency of premenstrual dysphoric disorder in gynecological outpatients, and also attempted to compare premenstrual change characteristics, functional impairment due to premenstrual changes and frequency of risk factors reported by women with confirmed premenstrual changes$(PMC^+)$(n=17) and those without confirmed premenstrual changes$(PMC^-)$(n=23). Forty gynecological outpatients who complained of premenstrual discomforts were asked to complete questionnaires on menstrual history, obstetric-gynecological history, and premenstrual change and functional impairment. The women were also asked to complete a daily rating form based on DSM-IV diagnostic criteria for one menstrual cycle. Absolute severity method, effect size method and percent change method were used to assess changes between follicular phase and luteal phase. The results of the study were as follows: 1) The frequency of premenstrual dysphoric disorder according to each of the three methods was 5% for the absolute severity method, 15% for the effect size method, and 27.5% for the percent change method. 2) The frequently reported symptoms were as follow: physical symptoms(64.7%) : lethargy, easy fatigability, or marked lack of energy(41.2%) : decreased interest in usual activities(29.4%) ; and marked affective lability(23.5%). 3) There were no significant differences in onset ages of premenstrual changes, regularities of premenstrual changes and changes of severity and duration of premenstrual symptoms over time between women with and without confirmed premenstrual changes. However, women with confirmed premenstrual changes reported both physical and emotional symptoms as earliest symptoms most frequently, while women without confirmed premenstrual changes reported only physical symptoms most frequently. 4) functional impairment was significantly higher in women with confirmed premenstrual changes than those without confirmed premenstrual changes, but impairment was not severe. 5) No differences were found between women with and without confirmed premenstrual changes in risk factors including demographic data, menstrual and obstetric and gynecological history. These results suggest that the prevalence of premenstrual dysphoric disorder varies with scoring methods. The women with confirmed premenstrual changes reported physical symptoms most frequently(64.7%). functional impairment was significantly higher in women with confirmed premenstrual changes, but impairment was not severe.

• Journal of Intelligence and Information Systems
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• v.29 no.1
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• pp.41-63
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• 2023

As the online e-commerce market growing, the need for a recommender system that can provide suitable products or services to customer is emerging. Recently, many studies using the sentiment score of online review have been proposed to improve the limitations of study on recommender systems that utilize only quantitative information. However, this methodology has limitation in extracting specific preference information related to customer within online reviews, making it difficult to improve recommendation performance. To address the limitation of previous studies, this study proposes a novel recommendation methodology that applies deep learning technique and uses various linguistic factors within online reviews to elaborately learn customer preferences. First, the interaction was learned nonlinearly using deep learning technique for the purpose to extract complex interactions between customer and product. And to effectively utilize online review, cognitive contents, affective contents, and linguistic style matching that have an important influence on customer's purchasing decisions among linguistic factors were used. To verify the proposed methodology, an experiment was conducted using online review data in Amazon.com, and the experimental results confirmed the superiority of the proposed model. This study contributed to the theoretical and methodological aspects of recommender system study by proposing a methodology that effectively utilizes characteristics of customer's preferences in online reviews.

• Journal of Digital Convergence
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• v.20 no.1
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• pp.335-341
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• 2022

This is a descriptive research study to confirm the relationship between communication types, emotional labor, and job stress of nurses in small and medium-sized hospitals and to identify factors affecting job stress. The study was conducted on 192 nurses randomly selected from small and medium-sized hospitals located in G Metropolitan City. A structured questionnaire was used as a research tool for measuring communication types, emotional labor, and job stress, and the data were collected from August 20 to September 10, 2019. The results of the study are as follows. The subject's communication type averaged 3.55±0.31 points, emotional labor 3.21±0.59 points, and job stress 3.44±0.52 points. Job stress showed a statistically significant negative correlation with friendly communication among the types of communication, and a statistically significant positive correlation with emotional labor. Factors affecting job stress included gender, total clinical experience, and emotional labor, showing an explanatory power of 28.0%. It is considered that an efficient management strategy for emotional labor is needed to reduce the job stress of nurses in the future.

• Korean Journal of School Psychology
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• v.16 no.3
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• pp.315-337
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• 2019

This study was intended to verify that the Revised PAI-A scale reflected the internalization and externalization classification of adolescence problem behavior. For this purpose, exploratory factor analysis and confirmatory factor analysis were conducted using PAI-A restandardization data. In addition, 31 Revised PAI-A sub-scales and SUI scale were used to identify the detailed factor structures. As a result of the analysis, the classification of internalization and externalization factors was similar to that of previous studies. In detail, the sub-scales of ANX·DEP and SUI were classified into internalization, the sub-scales of ANT and AGG were classified into externalization. It is noteworthy that each sub-scale of PAI-A was separated into internalization or externalization. For example, BOR-A, BOR-I, and BOR-N were loaded into internalization, but BOR-S into externalization. Next, in order to confirm whether the structure of the derived internalization and externalization factors can be applied to new samples, 350 samples were randomly extracted and confirmatory factor analysis was conducted, but exclusive of the samples used for exploratory factor analysis. As a result of confirmatory factor analysis, the appropriate indices of internalization and externalization classification was close to the good level. Therefore, the Revised PAI-A scales have theoretical relevance to internalization and externalization classification of problem behaviors. Based on the results of this study, it is expected that it can be used helpfully in the school settings in the future. Finally, the significance and limitations of this study were discussed.

• Journal of The Korean Association For Science Education
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• v.33 no.7
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• pp.1367-1384
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• 2013

The purpose of this study was to develop a Science Academic Emotion Scale for Elementary Students. To make a scale, authors extract a core of 14 emotions related to science learning situations from Kim & Kim (2013) and literature review. Items on the scale consisted of 14 emotions and science learning situations. The first preliminary scale had 174 items on it. The number of 174 items was reduced and elaborated on by three science educators. Authors verified the scale using exploratory factor analysis, confirmatory factor analysis, inter-item consistency and concurrent validity. The second preliminary scale consisted of 141 items. The preliminary scale was reduced to seven factors and 56 items by applying exploratory factor analysis twice. The seven factors include: enjoyment contentment interest, boredom, shame, discontent, anger, anxiety, and laziness. The 56 items were elaborated on by five science educators. The scale with 56 items was fixed with seven factors and 35 items to get the final scale by applying confirmatory factor analysis twice. Except for Chi-square and GFI (Goodness of Fit Index), other various goodness of fit characteristics of the seven factors and 35 items model showed good estimated figures. The Cronbach of the scale was 0.85. The Cronbach of seven factors are 0.95 in enjoyment contentment interest, 0.81 in boredom, 0.87 in shame, 0.82 in discontent, 0.87 in anger, 0.77 in anxiety, 0.81 in laziness. The correlation coefficient was 0.59 in enjoyment contentment interest, 0.54 in anxiety, 0.42 in shame, and 0.28 in boredom, which were estimated using the Science Academic Emotion Scale and National Assessment System of Science-Related Affective Domain (Kim et al., 1998). Based on the results, authors judged that the Science Academic Emotion Scale for Elementary Students achieved an acceptable validity and reliability.