• 한국지역사회생활과학회지
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• 제16권1호
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• pp.113-121
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• 2005

In this study, those previous research works are reviewed and summarized in various contexts, and this paper also describes the results of an empirical study done for the sample business workers in Korea, analyzing SQC and consumer's value. The surveyed data are statistically analysed to examine the relationship between SQC acquisition and consumer's value in the lodging industry, considering additional factors of business types of companies as well as the consumer's using purpose of service facilities. The important findings of the study can be summarized as follows: First, the business types of companies is an insignificant factor on the consumer's value by the quality certificated services, while the using purpose of service facilities(Hotel and Pension) is an significant factor. Second, the descriptive result is shown that consumers are willing to pay 21.47～31.24 % more than the un-certificated services for quality-certificated services. On the basis of these findings, some practical implications can be drawn for the effective management of the lodging industry. When a firm decides to establish a business plan, it should be considered the using purpose of service facilities.

• 유통과학연구
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• 제19권9호
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• pp.91-100
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• 2021

Purpose: This study investigates the use intention of artificial intelligence (AI) food service stores for senior customers, which are becoming a trend in the service industry. Research design, data and methodology: For the study, the extended technology acceptance model (TAM) and motivated consumer innovativeness (MCI) variables, proven by existing researchers, were used. In addition to the effect of motivated consumer innovativeness on customer value, we investigated the effect of customer value on trust and use intention. For the study, 520 questionnaires were distributed online by an expert survey agency. Data was verified through validity and reliability. Results: The analysis results of the research hypothesis verified that functionally motivated consumer innovativeness (fMCI), hedonically motivated consumer innovativeness (hMCI), and socially motivated consumer innovativeness (sMCI) all had positive effects on usefulness and enjoyment. Furthermore, usefulness had a statistically significant positive effect on trust, but perceived enjoyment did not; trust was found to positively affect the intention to use. Conclusions: We compared the moderating effects of seniors' gender and age (at 60) between groups. Although there was no moderating effect of age, it was verified that regarding the effect of usefulness on trust, the male group showed a greater influence than the female group.

• 한국병원경영학회지
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• 제26권1호
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• pp.1-16
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• 2021

Purpose: The purpose of the study is to identify the influence of the hospital mobile app service quality on consumer satisfaction, involvement, and re-use intention of consumers who have experience in hospital mobile app service. Methodology: The survey was conducted on 230 users. The collected data were analyzed using correlation analysis, multiple regression analysis, and the Process Model in Hayes(2013). Findings: (1)The usability, reliability, and medical information provision among the service quality factors of hospital mobile apps had an effect on reuse intention, and consumer satisfaction partially mediated. (2)The usability and the provision of medical information were partially mediated by the involvement, which also affected the intention to reuse. (3)Only reliability showed an age-moderated effect. In reliability and re-use intent, age was a moderated mediating effect that controlled the effect of consumer satisfaction. Practical Implications: The results of this study provide initial data of mobile app services centered on hospitals and prove the type of consumer usage. It suggests that it can be used to attract potential consumers of hospitals and strategies to increase the use of mobile apps.

• 문화기술의 융합
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• 제10권3호
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• pp.851-860
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• 2024

디지털 시대의 도래와 함께 전 세계적으로 확산한 온라인 스트리밍 서비스, 특히 OTT(Over The Top) 서비스는 소비자들에게 주요 콘텐츠 소비 매체로 자리매김하여 그 경쟁이 치열해지고 있다. 이에 본 연구는 OTT 서비스를 소비자 관점에서 미디어 소비 패턴에 미치는 영향을 분석하였다. 소비자 중심의 서비스 가치가 OTT 플랫폼 선택, 소비자 만족도, 브랜드 충성도에 어떤 영향을 미치는지에 대해 연구하였으며, 콘텐츠의 다양성, 사용 용이성, 가격성, 브랜드 인지도, 개인화 서비스 등 다양한 요소들을 분석하였다. 연구 결과, 콘텐츠의 다양성, 사용 용이성, 가격성은 소비자 만족도와 브랜드 충성도에 긍정적인 영향을 미치는 주요 요인으로 나타났으며, 이는 OTT 플랫폼 선택에도 중요한 동기가 됨을 보여준다. 반면, 개인화 서비스는 예상과 달리 유의미한 영향을 미치지 않았다. 이 연구는 OTT 서비스 제공자들이 소비자 중심의 가치를 강화하고 경쟁력 있는 서비스를 제공하기 위한 전략 수립에 중요한 통찰을 제공한다.

• 한국콘텐츠학회논문지
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• 제15권11호
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• pp.447-455
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• 2015

치열해지고 있는 커피 시장에서 고객들의 커피 구매 메커니즘을 이해하는 것은 점점 중요해지고 있다. 고객들의 커피 구매 결정이 빈번하게 발생하지만, 대부분 서비스 경영 연구들에서 서비스 습관이 중요한 역할을 함에도 불구하고 고려되고 있지 않다. 본 연구에서는 이런 한계를 극복하고자 재구매 의도와 서비스 습관을 커피 구매의 핵심 선행 요인으로 고려하였다. 그리고 고객 만족, 서비스 품질, 브랜드 인지도가 고객들의 커피 구매 행태에 미치는 영향을 살펴보았다. 제안한 연구 모형은 여대생 233명을 통해 검증하였으며, PLS를 활용하였다. 연구 분석 결과 고객들의 커피 구매는 서비스 습관만 커피 구매에 유의한 영향을 미쳤고, 재구매 의도는 유의한 영향을 미치지 못했다. 고객 만족과 브랜드 인지도는 서비스 습관 형성에 핵심적인 역할을 담당하였다. 또한 서비스 품질은 고객 만족에만 유의한 영향을 미쳤다.

• 무역상무연구
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• 제66권
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• pp.285-312
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• 2015

Export and import of food, agriculture, forestry, fishery products are suffering from low growth rate due to the European financial crisis, global recession, and Japan's 2012 export expansion following the aftermath of 2011 earthquake. Upon the signing and enactment of Free Trade Agreement with the U.S. and the EU, agriculture and fishery product have become the center of attention. Agriculture and fishery was reported to be 80million dollars, 1.46% of total national export, in 2012. Starting from2000, South Korea's government began its effort to expand agriculture and fishery export and as a result, export has steadily increased despite decreased consumption led by global recession. K-Sure has started an insurance program with the purpose of promoting SME business's export. It protects SME business against risk arising from credit, emergency, bad debt, and domestic price increase. This study aims to evaluate the service quality of K-Sure's insurance program via surveying SME businesses in the agriculture and fishery industry. Also this study will identify key service factors for SME businesses and explore ways to expand SME exports of agriculture and fishery by analyzing consumer satisfaction index. Results indicated service product quality factor, service communication quality factor, and social quality factor was key to improving consumer satisfaction for SME businesses in agriculture and fishery industry. Service product quality factor had a negative effect on consumer satisfaction in term of variety and results indicated that service communication quality factor's responsiveness element had minimal impact on consumer satisfaction. Conversely, all elements for social quality factor had positive effects on consumer satisfaction. Thus, leading to the conclusion that improvements in service product quality factor and service communication quality factor will indeed increase consumer satisfaction.

• 한국병원경영학회지
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• 제22권3호
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• pp.118-132
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• 2017

This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.

• 가정과삶의질연구
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• 제24권6호
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• pp.17-31
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• 2006

The purpose of this study was to develop the model of consumer satisfaction with educational services in higher education on the basis of expectation-disconfirmatiom theory. The major findings were as follows : 1. The level of consumer satisfaction with educational services in higher education was low. Among the four dimensions of the educational services in higher education, the level of consumer satisfaction was the highest with 'education' and lowest with cost. 2. In the model of national university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the additional service had the greatest casual effect among them. 3. In the model of private university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the core service had the greatest casual effect among them.

• 조명전기설비학회논문지
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• 제21권10호
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• pp.108-117
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• 2007

고전력수용가포털(Consumer Portal)은 소비자의 다양한 장치들과 광역 네트워크, 그리고 에너지서비스사업자(ESP: 한전 등)의 서비스 애플리케이션 플랫폼을 연결하는 물리적 링크이자 논리적 결합으로, 전력서비스 체계에서 소비자-공급자 간 정보교환과 서비스 거래를 담당하는 양방향 통신의 핵심 인프라로서 포털이다. 전력수용가포털(Consumer Portal)의 성공적인 설계와 개발을 위해서는 효율성, 경제성, 확장성을 고려한 서비스 중심적 표준화 전략이 중요하게 고려되어야 한다. 본 논문에서는 전력수용가포털 설계에 필요한 XML기반의 표준화 안을 psXML(Power System XML)로 제안하고 이를 설계, 구현하여 실제 구축 중인 시스템에 적용하였다. 이는 네트워크 및 프로세서 부담을 최소화할 수 있는 수용가포털을 위한 개방형 표준을 구현한 것이다.

• 한국전자거래학회지
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• 제4권3호
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• pp.77-94
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• 1999

The Electronic Commerce is expected as one of the most prospective industries in the 21th century, This research performed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall, Service quality measures five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.