• 한국IT서비스학회지
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• 제12권3호
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• pp.55-71
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• 2013

Mobile communication industry is attracting a lot of attention all over the world and is expected to continue developing endlessly with the current rapid development of IT industry. Nowadays, mobile communication companies of vietnam are competing about service quality in order to retain existing customers and improve customer satisfaction and customer loyalty. This study attempts to research about the effect of mobile communication service quality on customer satisfaction and affecting relationship between customers satisfaction and customer loyalty. In this research empirically examine how mobile communication service quality influence customer loyalty in Vietnam. To do this, after considering characteristics of mobile communication service quality, quality measurement instrument was designed including call quality, call charge, cellphone, added service quality, corporate image, employee's attitude, and behavior. The study finds that all factors of call quality, added servces quality, corporate image, employee's attitude and behavior have positive effect on customer satisfaction except call charge and customers satisfaction also effects customers loyalty positively. From these results, Vietnam domestic mobile communication companies and foreign companies can grasp the general information about Vietnam mobile communication industry, and then, establish customers satisfaction strategies more effectively.

• 유통과학연구
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• 제20권3호
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• pp.45-52
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• 2022

Purpose: This study investigated the impact of staff verbal and non-verbal communication on consumer satisfaction and revisit intention. The study sought to identify differences in demographic and eating out characteristics on perceived verbal and non-verbal communication. Research design and methodology: This study used a survey method to collect data. The questionnaire asked about previous experience with verbal and non-verbal communication with staff at a counter service restaurant. The study measured degrees of perceived verbal and non-verbal communication. In addition, the effect of verbal and non-verbal communication on satisfaction and revisit intention was measured. The principal results: Results of ANOVA showed significant differences in monthly income on verbal communication and monthly income and budget for dining out on verbal and non-verbal communication. Both verbal and non-verbal communication affected satisfaction and revisit intention significantly with slightly more power of verbal communication than non-verbal communication. Major conclusions: Results of this study suggest that consumers are affected by both verbal and non-verbal communication. Staff communication is critical to increasing consumer satisfaction and revisit intention; hence, training staff in effective communication is necessary.

• 가정간호학회지
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• 제25권3호
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• pp.232-239
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• 2018

Purpose: The aim of this study was to investigate the influences of professional autonomy and communication competency on the job satisfaction of psychiatric nurses. Methods: Participants were 141 psychiatric nurses working in psychiatric departments in 5 provincial hospitals. The questionnaire was composed of a total of 88 questions: general characteristics of participants (12 items), professional autonomy (30 questions), communication competency (15 questions), job satisfaction (30 questions). Data were collected and analyzed using t-tests, ANOVA, Pearson's correlation coefficients, and Multiple regression analysis with SPSS/WIN 24.0. Results: Job Satisfaction had significant positive correlations with both professional autonomy (r=.18, p<.001) and communication competency (r=.32, p<.001). These variables explained 24.3% of the variance in psychiatric nurses' job satisfaction. Conclusion: Thease findings indicate that professional autonomy and communication competency are important variables influencing job satisfaction for psychiatric nurses. Development and provision of intervention programs to increase professional autonomy and communication competency will help to increase psychiatric nurses' job satisfaction.

• 아태비즈니스연구
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• 제14권1호
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• pp.427-437
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• 2023

Purpose - The purpose of this research is to examine the impact of job satisfaction related attributes on the level of life satisfaction of individuals with disabilities. Job satisfaction related elements consist of wage level, job stability, working condition, career development, and communication. Design/methodology/approach - For the data collection, this research made use of The Korean Panel Survey of Employment for people with disabilities, with the study period consisting of 2016-2018, and the number of observations measuring 4405. For the data analysis, the ordinary least square, fixed effect, and random effect regression models were used. Findings - The results indicate that the life satisfaction of people with disabilities is positively influenced by wage satisfaction, job stability satisfaction, working condition satisfaction, career development satisfaction, and communication satisfaction. Research implications or Originality - This study informs policy makers for the design of welfare for people with disability, specifically related to their labor conditions.

• 지역사회간호학회지
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• 제30권2호
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• pp.195-205
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• 2019

Purpose: This study was conducted to identify effects of Medicaid Case Manager's communication competence and stress on their job satisfaction. Methods: The current work is descriptive research, and the participants were 154 medicaid case managers. Data were collected between May and July, 2017 through Embrain, a specialized research organization. The data were analyzed using independent t-test, ANOVA, and multiple regression. Results: The mean communication competence of the medicaid case managers was 3.61, stress 1.76, and their job satisfaction 2.74. Age and average monthly compensation brought significant differences in their job satisfaction. Their communication competence was correlated with stress (r=-.35, p<.001), but not with their job satisfaction. The stress was the most influential factor in job satisfaction (${\beta}=-.45$). Conclusion: The results of this work show that the medicaid case managers' communication competence was not an influence factor of their job satisfaction, which is different from implications from the previous studies and needs confirmation through future research. In addition the results of this study also suggest that stress management can be a useful approach to the improvement of medicaid case managers' job satisfaction.

• 한국콘텐츠학회논문지
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• 제20권11호
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• pp.88-100
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• 2020

이 연구는 외식산업 종사자의 소통과 공감능력에 대한 고객과 종사자의 인식이 소통만족에 미치는 영향을 살펴보았다. 이 연구를 위해 715명의 고객과 종사자를 대상으로 외식산업 종사자의 소통능력, 공감능력과 소통만족에 대한 설문조사를 실시하였다. 분석 결과, 첫째, 고객과 종사자 모두가 외식산업 종사자의 소통능력을 높게 인식할수록 소통만족이 높은 것으로 나타났으며, 종사자는 고객보다 종사자의 소통능력을 더 높게 평가하고 있다. 둘째, 고객과 종사자 모두 외식산업 종사자의 공감능력을 높게 인식할수록 소통만족이 높게 나타났으며, 종사자는 고객보다 종사자의 공감능력을 더 높게 인식한다. 셋째, 소통만족에 대한 고객과 종사자 두 집단 간의 차이에서, 종사자는 고객보다 소통만족을 더 높게 인식했다. 마지막으로 다중회귀 분석 결과를 보면, 고객의 경우는 종사자의 소통능력과 공감능력에 대한 인식이 모두 소통만족에 영향을 미쳤으며, 종사자의 경우 종사자의 소통능력에 대한 인식만 소통만족에 영향을 미쳤다. 이는 공감능력 인식의 영향이 소통능력 인식에 함께 포함되었기 때문인 것으로 보인다. 이 연구는 외식산업 매장의 소통 차원에서 고객과 종사자의 인식 차이를 분석하여 향후 이 간극을 좁혀야 할 필요와 방향을 확인하였다는 데 의미가 있다.

• 유통과학연구
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• 제20권11호
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• pp.33-45
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• 2022

Purpose: The development of online shopping trends in Indonesia is increasing, and Tokopedia is becoming one of the most popular e-commerce websites. The purpose of this study is to obtain empirical evidence whether mobile shopping, customer review, perceived credibility, and Korean celebrity endorsement affect online purchase decision, whether online purchase decision affects customer satisfaction, and whether customer satisfaction affects brand loyalty of customers in Tokopedia e-commerce. Research Design, data and methodology: Quantitative survey with data was collected using an online questionnaire with sample characteristics were Tokopedia customers who lived in Jakarta by 385 samples using the purposive sampling method, and data analysis was conducted using the Smartpls application program version 3.0. Results: Mobile shopping, customer review, and perceived credibility had positive effects on online purchase decision at Tokopedia in Jakarta. However, Korean celebrity endorsement did not have a positive effect on online purchase decision at Tokopedia in Jakarta. Furthermore, online purchase decision had a positive effect on customer satisfaction at Tokopedia in Jakarta, and customer satisfaction had a positive effect on brand loyalty at Tokopedia in Jakarta. Conclusions: This study proposes significant implications for maintaining customer relationships to achieve purchasing decision, customer satisfaction, and brand loyalty in the e-commerce industry.

• 지식경영연구
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• 제10권4호
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• pp.61-74
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• 2009

Computer-mediated communication(CMC) media has various forms through the technical improvements of computer and network, and CMCs communication methods are also comparative free rather than any other existing media without the limitation of time and space. Various CMC media were adopted by a lot of organizations for their communication tool. Thus, it is important to understand relationships of affecting factors to user's communication satisfaction for choosing the effective CMC media in their organizations. In this paper, we identify factors that may affect the communication satisfaction of users that has utilized the CMC media, and validate empirically the relationships between the identified factors in KOPTI. In the research model developed and described herein, perceived media richness was significantly associated with communication satisfaction and perceived usefulness was significantly associated with perceived media richness. Furthermore, perceived ease of use was significantly associated with perceived usefulness.

• 간호행정학회지
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• 제18권2호
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• pp.213-221
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• 2012

Purpose: Communication in hospitals is one of the major factors in patient safety. So, the purpose of this study was to identify the relationship between intra-organizational communication satisfaction and the safety attitude of nurses in hospitals. Method: A descriptive survey design with convenience sampling was used. Data collection was done using a self-report questionnaire answered by 278 nurses from one university hospital located in Kyeoung-gi Province, Korea. Result: Intra-organizational communication satisfaction positively correlated with safety attitude (r=.747, p<.01). Among the 6 sub dimensions of safety attitude, perceptions of management (r=.675, p<.01), job satisfaction (r=.640, p<.01) and teamwork climate (r=.600. p<.01) were strongly related to intra-organizational communication satisfaction. Multiple regression analysis was done to identify explanation power of intra-organizational communication satisfaction against safety attitude. The model was significant (F=48.540, p<.01). Intra-organizational communication satisfaction accounted for 60.9% of variance in safety attitude (Adj $R^2$=.609). Conclusions: The results of this study indicate that higher levels of intra-organizational communication satisfaction promote positive safety attitude in hospital nurses and that communication media quality is an important factor in patient safety attitude. Therefore, developing interventions to revitalize intra-organizational communication level based on communication media quality will help in the construction of positive safety attitude in nurses.

• 대한가정학회지
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• 제27권3호
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• pp.147-159
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• 1989

The purpose of this study is to find out significant factors which have effects on the communition styles and adolescents' satisfaction in communication through the investigation of the communication styles between adolescents and mothers and the degree of adolescents' satisfaction in communication. The subjects of this study were 44 high school students in Seoul Statistical methods emploid to analyze the data were percentage, frequency, mean, X2-test, F-test and multiple regression. The results were as follows; 1) The communication styles between adolescents and mothers were divided into 4 grpups, and the proportion of these 4 groups were mutual open style 40.3% mutual closed style 34.5%, adolescent closed-mother open style 13.1% and adolescent open-mother closed style 12.2%. 2) Factors influencing the communication styles were sex (p<.001), communication time (p<.001) and atomosphere of families(p<.001). 3) The degree of adolescents' satisfaction in communication were significantly different depending on the communication style (p<.001), sex (p<.001), communication time (p<.001) educational level of father (p<.05), employment status of mother (p<.05), atomosphere of famlies (p<.001) and economic condition of families (p<.001). 4) The most significant variables influencing the degree of adolescents' satisfaction were communication styles and the atomosphere of families. The groups using open communication styles were more satisfied with their communication that the groups using closed communication styles. The female adolescents were more sensitively influenced than male adolescents with these two variables.