• 동아시아식생활학회지
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• 제20권6호
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• pp.987-996
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• 2010

The purpose of this study was to measure customers' perception of the service quality of Korean restaurants and then compare differences in perceived service quality according to customer nationality. Self-administered questionnaires were completed by 2812 subjects, and data were analyzed by frequency, chi-square, t-test, one-way ANOVA, factor, reliability, cluster, and discriminant analysis. Results of the study were as follows. The factor analysis of perceived service quality produced four factors, employee service (5 variables), menu quality (4 variables), price & value (4 variables), and physical environment (4 variables). Cronbach's alpha values for reliability were over 0.8 for all factors. Further, a significant difference was observed in service quality, which was perceived according to customer nationality. A higher mean value of perceived service quality was held by foreigners when compared to Koreans. Especially, the mean value of perceived service quality was significantly low for all items for Japanese compared to foreigners. Cluster analysis divided subjects into two groups based on attitude toward service quality of Korean restaurants: an unfavorable group and favorable group. These two groups differed from each other in general characteristics as well. Limitations and future research directions are also discussed.

• 한국IT서비스학회지
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• 제11권2호
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• pp.1-17
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• 2012

This study based on DeLone and McLean's IS success model aims to identify mobile office service factors affecting user satisfaction. The result of analysis showed that user satisfaction was positively related to job performance, and mobility and information quality affects user satisfaction. In addition to that, we carried out separated hypotheses test to investigate mobile office service factors depending on usage(frequently used functions) and job characteristics classified generally as either primary or support activities. As a result of this research, somewhat different results were derived. The main results of this study are that mobility is the most important factor affecting user satisfaction, and mobile office services should be more strictly guaranteed in quality especially if it supports primary activities of customer companies such as sales.

• The Journal of Asian Finance, Economics and Business
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• 제8권2호
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• pp.1101-1109
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• 2021

Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.

• 한국조리학회지
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• 제24권3호
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• pp.104-112
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• 2018

The purpose of this study was to examine the quality characteristics of white pan bread according to the different types of water (tap water (still water), purified water, still water, light water, classical water, and bold water). Pan breads were statistically analyzed using texture profile analysis, fermentation, texture, suitability, image analysis, color, moisture content, and statistical analysis. This result will contribute to the commercialization of pan bread using various kinds of water. Ultimately, we analyzed the quality characteristics of various kinds of water, depending on the carbonic acid content on the dough and the pan bread, and to derive the optimum kinds and ratios of the water to be applied to the pan bread. As a result of the study, the best findings were obtained with water containing carbonic acid content more than the classical water according to overall characteristics, durability (Width of Tail and Integral), foot efficiency, softness, volume and preference check. Therefore, when white pan bread is produced by using water containing a carbonic acid content (5~7.5 mg/L) or more of the classical water, it affects the quality characteristics and a good obtains positive response to from consumers. In this study, the quality characteristics of pan bread based different kinds of water which were not available in the past, and the quality characteristics of pan bread, which can be used as the basic data for future research, were well analyzed.

• 한국IT서비스학회지
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• 제12권1호
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• pp.33-50
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• 2013

As having analyzed an advance research that had looked into how characteristics of information system affect use and success of the concerned system, the study determined that system quality, information quality and service quality are the fundamental requirements for a good accounting information system. In addition, based on perceived usefulness and perceived ease of use that have been selected as major variables related to information system acceptance proposed by Davis[10], the study conducted an empirical analysis on how such factors would influence performance of the accounting information system. According to the results from the analysis, the system quality one of the characteristics of the accounting information system was observed to have a significant influence on the perceived ease of use while both the information quality and the service quality would positively affect the perceived usefulness. Not only that, the perceived ease of use and the perceived usefulness were confirmed to be a significant factor to the performance, and with those results, all the theses of the study have been selected. As proved even with the information system success model, the system quality, the information quality and the service quality are definitely the most necessary elements for business management, and it also turned out that those elements would play an important role in several stages of the information system.

• 한국식생활문화학회지
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• 제25권3호
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• pp.312-323
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• 2010

The objective of this study was to examine the effects of relationships between food service companies and their client companies by surveying employees working at cafeterias among a food service companies' client companies. For this purpose, previous research was reviewed, and confirmatory research was conducted using a questionnaire. In the questionnaire survey, the subjects were sampled through convenience sampling from the client companies of A Food Service Company, and 182 valid questionnaires were used in the analysis. The results of this study are summarized as follows. First, the characteristics of the relationship between the food service company and its client companies, which were reputation, communication, operation skill, and contact-point employees' service quality, had a significant effect on trust, and the effect was high in the order of contact-point employees' service quality, communication, operation skill, and reputation. Satisfaction was significantly affected by reputation, operation skill, and contact-point employee' service quality, but not by communication. The effect was high in the order of contact-point employees' service quality, reputation, and operation skill. In addition, reputation, communication, operation skill, and contact-point employees' service quality had a significant effect on long-term orientation, and the effects were high in the order of reputation, contact-point employees' service quality, communication, and operation skill. Second, with regard to the quality of relationships between a food service company and its client companies, trust had a significant effect on satisfaction. Third, among the factors related to the quality of relationships between the food service company and its client companies, trust and satisfaction had a significant effect on long-term orientation, and the effect of satisfaction was higher than that of trust. This study has scientific significance as one of only a few studies on factors affecting the long-term relationship between food service companies and their client companies, along with managerial implications that contact-point employees' capabilities are most important in service businesses, and thus efforts should be made at employing and educating them properly.

• 산경연구논집
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• 제9권5호
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• pp.17-24
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• 2018

Purpose - Through the analysis of the characteristics of overseas direct purchase websites and the relevant empirical analysis of the quality of service delivery, the activated theory/strategy and significance of the overseas direct purchase are sorted out. Research design, data, and methodology - In the process, to make more effective analysis, several analysis tools and analysis programmes are used, IBM SPSS Statistics 23.0 and IBM SPSS AMOS 23.0. Results - Among the characteristics of the overseas direct purchase website, the security, convenience and information provided by the overseas direct purchase have already had a positive impact on the satisfaction. The quality of the delivery service is composed of four factors: rapidity, reliability, intimacy and correctness. The research results indicate that the satisfaction level has a positive impact on the re-purchase intention. Conclusions - The significance of this study has the characteristics of overseas direct purchase sites which have confirmed that security convenience and intelligence availability have a positive impact on satisfaction and re-purchase intent. It is important to have a safe and reliable access to shopping sites on overseas direct purchase sites. In the characteristics of overseas direct purchase sites, the interaction have no positive effect on satisfaction and re-purchase intention.

• 한국산업정보학회논문지
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• 제10권3호
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• pp.64-73
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• 2005

본 연구는 웹특성이 항공사의 전반적인 서비스품질에 어떠한 영향을 미치며, 또한 서비스품질과 고객만족과의 관계를 알아보고자 하는 것을 목적으로 하였다. 분석 결과 웹서비스는 고객만족에 직접적으로 영향을 미치지는 않고, 서비스품질을 통해 고객만족에 간접적인 영향을 미치며 항공사 서비스 품질은 고객만족에 직접적인 영향을 미치는 것으로 나타났다. 본 연구를 통해 웹서비스가 고객만족에 미치는 영향관계를 규명함으로써 항공사에서 경쟁우위요소로 웹사이트를 통한 정보 및 고객관리가 얼마나 중요한지를 밝혀낼 수 있었다.

• 한국의류학회지
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• 제29권5호
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• pp.607-616
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• 2005

The purpose of this study was to investigate service quality of department stores located in Daegu and to examine the effects of service quality on customer satisfaction and store patronage. Data(N=285) were analyzed, using factor analysis, 1-test, ANOVA and regression analysis. The results suggest that service quality was divided into 3 dimensions (reliability, tangibles, empathy) and that service quality enhanced customer satisfaction and store patronage. Specifically, tangibles had a positive effect on customer satisfaction, and reliability had a positive effect on store patronage. Also, personal characteristics were related to service quality, customer satisfaction and store patronage. For instance, male customers evaluated tangibles of service quality more positively than female customers. The married evaluated service quality, customer satisfaction and store patronage more positively than the single. While people aged above 36 yews evaluated reliability and empathy of service quality more positively than people aged below 35 years, people in their 20s evaluated tangibles more positively than people in their 30s. People in a higher income bracket (i. e., \301,000,000- \400,000,000) evaluated reliability and empathy of service quality and store patronage most positively, while people in a lower bracket (i. e., below \200,000,000) evaluated most negatively.

• 한국전자파학회논문지
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• 제19권5호
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• pp.587-596
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• 2008

도심지 무선 인터넷 서비스에서 전파 특성(wave propagation characteristics)을 정화하게 예측하여 서비스 영역을 결정하는데 있어서 최적의 기지국 선정, 셀 설계 등은 매우 중요한 과정이다. 서비스 지역의 지형 지물 및 인위적 구조물의 건물 재질 및 높이와 폭 등 각기 다른 특징으로 인하여 무선망 서비스의 송수신 거리에 큰 영향을 미치고 있으며, 이는 기본적으로 요구되어지는 무선 인터넷 품질을 정확하게 예측 및 분석하여 이용자에게 서비스를 제공하는데 큰 어려움을 갖게 한다. 본 논문에서는 이러한 문제점을 개선하기 위한 전파 예측 모델에 의한 기본 기지국 위치 선정 후 가장 서비스 영향을 미치는 기지국 위치 이동 및 안테나의 각도 등 무선망 최적화를 결정짓는 파라미터 값의 변화에 따라 서비스 영역이 최적화 되어 서비스 지역 덴 품질이 개선되는 과정을 시뮬레이션 함으로써 무선방 기지국 최적화 과정을 통하여 동일 지역 내 서비스 커버리지가 넓어지고 개선된 품질로서 이용자들이 질 높은 무선 인터넷 서비스를 제공받을 수 있게 된다는 것을 보여 주었다.