• 한국항공운항학회지
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• 제25권4호
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• pp.111-123
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• 2017

This study aimed at finding the ways to improve competitiveness of Korean low cost carriers in the highly competitive air transport market by understanding the relation among the influence of prior knowledge, service quality on customer satisfaction and reuse intention. The result of the research is as the following. At first, the influence of prior knowledge on customer satisfaction and reuse intention was statistically significant. The result indicates that customers who have much prior knowledge are more likely to be satisfied and to reuse. Secondly, the test for finding out the influence of service quality on customer satisfaction and reuse intention was statistically significant also. Thirdly, the results revealed that customer satisfaction positively influenced reuse intension. The influence of service quality on customer satisfaction and reuse intention reached the same research result compared with the existing literature.

• 보건행정학회지
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• 제13권4호
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• pp.28-47
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• 2003

The purpose of this study was to assess the user's satisfaction of health care service in public health centers in Busan. The study respondents were 212, those who visited health centers for health care service. Data were collected in July 2002 by using SERVQUAL(comprehensive service quality measurement scale) and 3 open questions for more details about service satisfaction and the needs for health care service. SERVQUAL has 5 dimensions； tangibles, reliability, responsiveness, assurance and empathy. The results were as follows ： 1. The users reported more satisfaction at 'just service cost', 'convenient service procedure' and 'clean physical environment' at SERVQUAL. Among them the highest rated item was 'service cost'. And the less satisfaction items were 'understanding and individual concerns about service users', 'medical equipment' and 'health center facilities'. 2. There were no statistical differences by general characteristics except for the kind of services rendered. Those who visited for physical examinations and laboratory tests reported lower satisfaction than any other groups. 3. At the open questions, the respondents expressed that they were satisfied with the low service cost, kindness of employee and clean environment. But they criticized the old facilities and worn medical equipment, in addition to the less than kind attitudes. These strengths and weaknesses of health center's service could be applied for planning of customer­centered health care service.

• 한국프랜차이즈경영연구
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• 제14권3호
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• pp.37-52
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• 2023

Purpose: This study is to investigate the causal relationship between franchise headquarters' franchise cost and franchise satisfaction and management performance, and to verify the structural relationship between franchise cost and corporate permanence. Research design, data and methodology: The data were collected from 200 medium-sized franchisees in Seoul and analyzed using confirmatory factor analysis (CFA) to test the validity of the measurement model and the structural equation model (SEM) to identify the impact of franchise costs on corporate performance with the Amos 28.0 program. Result: Franchise costs were found to have a negative effect on franchise satisfaction and corporate permanence. It was confirmed that franchise satisfaction had a significant positive effect on management performance and corporate permanence. Franchise costs had a sequential mediating effect on franchise satisfaction and management performance, which had a significant impact on corporate permanence. Conclusions: This study expanded the theoretical scope by applying the expectation confirmation theory to corporate transactions. In addition, the franchise headquarters proposes ways to create a culture of franchise business with trust by presenting appropriate franchise costs to improve management performance and corporate permanence through franchise satisfaction.

• 시큐리티연구
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• 제36호
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• pp.111-137
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• 2013

이 연구는 기계경비서비스품질이 기계경비고객만족이 고객충성도에 미치는 영향과 전환장벽이 고객충성도에 미치는 영향을 규명하는데 있으며, 조사대상자는 현재 C, S, N, T업체의 기계경비를 이용하고 있는 사업장의 업주들 560명을 대상으로 설문지를 배포하여 조사하였다. 본 연구에서 실증 분석된 연구가설의 결과를 요약하고 고객 전략적 측면에서 시사점을 제시하면 다음과 같다. 첫째, 성별에 따라 기계경비만족도가 대안의 매력에 미치는 영향과 인간관계가 고객충성도에 미치는 영향은 남, 여 간의 차이가 나타났으며, 이용기간 및 연령대에 따라 기계경비서비스품질만족도와 대안의 매력은 차이가 있는 것으로 나타났다. 둘째, 기계경비서비스품질만족도가 높을수록 기계경비고객만족도, 전환비용 및 인간관계에 정적(+)인 영향을 미치는 것으로 나타났다. 셋째, 기계경비고객만족도가 높을수록 전환비용, 인간관계 및 고객충성도에 정적(+)인 영향을 미치는 것으로 나타났다. 넷째, 전환비용이 고객충성도에 미치는 영향에서 전환비용이 높을수록 고객충성도에 정적(+)인 영향을 미치는 것으로 나타났으나, 인간관계 및 대안에 매력에는 유의한 관계가 없는 것으로 나타났다. 이상의 연구결과를 종합해 보면 기계경비이용자들이 기계경비서비스품질만족과 기계경비고객만족도에 대한 인식을 높게 하고 이러한 높은 인식이 전환장벽을 구축하여 높은 고객충성도를 높일 수 있다는 결론을 얻었다. 따라서 기존고객들에 대한 철저한 고객관리와 함께 기계경비서비스품질과 기계경비고객만족도, 전환비용에 대한 투자와 노력이 핵심전략임을 제시할 수 있다. 성공적인 경영을 위해서는 고차원적인 기계경비서비스 품질만족도와 장기고객에게 다양한 고객기반 강화프로그램을 마련하여 고객들에게 실질적인 가치와 편익을 제공함과 동시에 가격적으로 탄력적인 자세를 취하여 높은 전환비용을 마련하여 고객들이 차별화를 직접적으로 지각할 수 있는 각종 커뮤니케이션과 홍보채널을 마련한다면 충성도가 높은 고객집단을 개발하고 유지할 수 있을 것이다.

• 한국정보시스템학회지:정보시스템연구
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• 제18권3호
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• pp.155-181
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• 2009

Modern persons should do many activities during limited time. In such situation, people feel time pressure because they think that time is short. Time pressure affects negatively several factors such as satisfaction and intention to use through perceived time cost. Ubiquity, an mobile service's characteristic in which users can use desired information or services in anywhere and anytime, would let users feel free from time pressure. This study examines the relationship between perceived time and intention to use and the moderating effect of ubiquity. We performed a survey for users of DMB service, a representative mobile service. Using Partial Least Square, we tested hypotheses. The results suggest that time pressure influences positively perceived time cost and that perceived time cost affects negatively satisfaction but not enjoyment. And the results show that there are the significant positive relationships between enjoyment and intention to use and between satisfaction and intention to use. Finally, the moderating effects of ubiquity on the relationships between perceived time cost and enjoyment and between perceived time cost and satisfaction was found to be positive and significant. We suggests implications basing on the results.

• 품질경영학회지
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• 제45권4호
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• pp.917-932
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• 2017

Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.

• 한국ITS학회 논문지
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• 제6권3호
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• pp.12-23
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• 2007

본 연구의 목적은 현행 버스 배차 간격 설정 시스템의 문제점을 제시하고, 이용자의 만족도와 버스 회사의 운영 효율성을 동시에 높일 수 있도록 이용자 만족도를 반영한 최적의 버스 배차 간격 설정 모형의 개발에 있다. 본 연구에서는 기존의 버스 운영비용, 승객 대기시간 비용 및 승객 통행시간 비용의 합으로 총 교통비용을 최소화하는 기존 모형에 이용자 만족도를 반영하여 최적 버스 배차 간격 설정 모형을 개발하였다. 본 연구는 최적 배차 간격 설정을 위해 선형계획법을 사용하였고, 이를 위해 선형계획법을 기반한 LINGO 프로그램을 사용하였다. 또한 부산의 일반 사례를 총 교통비용을 최소화하는 기존의 모형 및 현행 버스 배차간격 설정 시스템과 개발한 모형에 각각 적용하여 총 교통비용의 차이를 비교하였다.

• 한국주거학회논문집
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• 제23권5호
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• pp.9-18
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• 2012

For the quality of life and independent living of the disabled, government has provided financial supports for housing renovation and improvement projects for the disabled. However, there is a limited budget which should be properly distributed for a number of disabled families. Therefore, it is important to decide which parts should be improved for housing renovation for the disabled. Financial and administrative supports for the renovation should improve housing conditions in terms of accessibility (barrier free) and should bring the better comfort for the disabled. The purpose of this study was to describe the characteristics of the housing renovation projects, to investigate whether the renovation influence occupants' satisfaction, and to examine which factor such as renovation cost and renovation elements would influence the degree of satisfaction for residents with disabilities. Participants of this study are limited to the recipients of financial supports for housing renovation and refurbishment from City of Seoul and Ministry of Health and Welfare. A total of 153 cases were analyzed using post occupancy survey and the project cost data for the participants' housing were collected. Overall, more cost were used for modification for housing condition than for removal of architectural barriers. Housing type and physical condition of the housing affects cost for renovation more significantly. Overall the improvement cost is positively related to resident's satisfaction using regression analysis. In addition, it is important to meet the residents specific needs for repair, refurbishment, and renovation of housing.

• 간호행정학회지
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• 제17권4호
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• pp.432-442
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• 2011

Purpose: The purpose of this study was to identify the factors influencing the intention of the reuse in patients admitted in university hospital emergency medical center. Method: The participants were 253 patients admitted to a niversity hospital emergency medical center. Data were collected with self-administrated questionnaires and analyzed by hierarchical multiple regression. Results: Patient satisfaction with nursing care service and switching cost were positively correlated with reuse by patients while the perceived risk was negatively correlated. As levels of satisfaction with nursing care services and switching cost increase, intention of reuse increases. Satisfaction with nursing care service, switching cost and perceived risk in emergency medical center influence intention to reuse and explain 68.8% of total variation of intention to reuse. Conclusion: Findings provide strong empirical evidence for importance of atient satisfaction with nursing care service, the switching costs and the perceived risk in explaining the intention of reuse an emergency medical center.

• 대한치과기공학회지
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• 제36권4호
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• pp.267-275
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• 2014

Purpose: The purpose of this study is to analyze denture satisfaction by burdened cost types. Methods: All 588 subjects in Gyeongsangnam-do, Korea was surveyed randomly. The study was conducted for about 24 days from March 28th to April 20th, 2014. The objects who participated in the survey were offered self-report questionnaires for this study. Results: Satisfaction with Half Price of the National Health Insurance Support Denture patients appears the highest point of $2.98{\pm}0.22$, and The Governor Pledge Free Denture appears $2.90{\pm}0.17$ the lowest. Also Pay Denture appears $2.96{\pm}0.21$. Provincial authority regulated medical carelessness inefficiently and at all during the procedure, without having to pay the cost of individual. also provincial authority support low budget. This is the result from the lowest satisfaction of The Governor Pledge Free Denture patient. Conclusion: According to the survey results, The Governor Pledge Free Denture and The Total Pay Denture's satisfaction are higher than The National Health Insurance Support Denture. and The National Health Insurance Support Denture are more uncomfortable than pay denture to use.