• International Journal of Human Ecology
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• v.7 no.1
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• pp.25-36
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• 2006

The purpose of this study was to investigate and compare visiting intentions by positive and negative Word-of-Mouth (WOM) and/or information of beauty shop between female college students and adult women. Data were collected from 500 consumers (250 from female students and 250 adult women) and was analyzed by using frequencies, factor analysis, t-tests and multiple regression utilizing SPSS/PC+. The findings revealed positive experience factors to prudent service, time saving/consideration for customer's position, kindness/operating system in waiting time, added services, employees' attitudes, excellent beauty and response skill, rational price and recall system/remind for customer. The negative experiences were inconsistent service, operators' convenient service, irrational price/poor skill/non-recall, non-customer central service, inappropriate face-to-face management to customer. Also, the results showed that the positive WOM information such as prudent service, time saving/consideration for customer's position, excellent beauty and response skill and rational price had influence on the visiting intention in case of female college students. The negative WOM information like non-customer central service, had influence on the visiting intention in cases of adult women.

• The Journal of Industrial Distribution & Business
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• v.10 no.7
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• pp.71-82
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• 2019

Purpose - This study aims to identify the priorities of medical service quality improvement by customer satisfaction characteristics and potential customer satisfaction improvement (PCSI) index based on the dualistic quality classification of Kano Model (1984) for Comprehensive Health Screeening Center in General Hospitals and Centers only for Comprehensive Health Screening and suggest a direction for future improvement. Research design, data, and methodology - Through advanced research on health screening medical service quality, this study set four service quality factors, including tangible, human, process and supportive factors, and 39 measurement items. Based on these items, the study used 117 questions, which consist of dualistic quality factors, customer satisfaction coefficients, positive and negative questions for PCSI index and questions for current satisfaction. 300 effective samples were collected for adults in their 20s who experienced health screening service in Seoul, Gyeonggi-do and Incheon within the past two years. Collected data were input in the quality evaluation duality table to categorize quality factors and calculate customer satisfaction coefficients by Timko(1993). The study also analyzed PCSI index in comparison with current satisfaction and identified priorities in quality improvement. Results - It was found that the most urgent factors to improve the quality in both groups were adequate waiting hours and emergency response for complications, which are process factors classified as unitary quality. It is urgently needed to improve the quality as the PCSI index was high in supportive factors (complaint response team) as attractive quality in Comprehensive Health Screening Center in General Hospitals and in process factors (prevention of infection) as unitary quality in Centers only for Comprehensive Health Screening. As the PCSI index was low in space use as a tangible factor, it was found that the current level can be maintained instead of improvement. Conclusions - To improve the health screening medical service quality, it is required to focus on process factors (adequate waiting hours, emergency response for complications, prevention of infection) and supportive factors (complaint response team) among service qualities perceived by users. It is proposed to ensure continuous efforts to manage and reinforce priorities as a direction for future improvement in health screening service.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.16 no.5
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• pp.7-12
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• 2016

In general, crowded places, such as banks, government offices and hospitals, require the customer to wait for a certain period of time. Thus according to the order of the wait, customers takes waiting numbers. In this way, so customers should always check the order of waiting processes that they can not carry on another affairs. In this paper, we develop an application, that is SmartQ, managing queue using a mobile handset. SmartQ is an easy-to-use application allowing customers an alternative to the classic queue management systems. With this application, they are aware of the waiting conditions in real time for each of their services. They can indicate the time they wish to come and take a virtual ticket in the queue. It provides service notification, the number of waiting person, and expected waiting time.

• Asia Pacific Journal of Business Review
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• v.4 no.1
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• Culinary science and hospitality research
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• v.12 no.4 s.31
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• pp.63-79
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• 2006

This study was conducted to investigate the effect of restaurant environment upon customers' satisfaction and crowdedness awareness from July 4 to 30. Total 800 sets of questionnaire were distributed among major foodservice corporations including 16 restaurants from McDonald, Burger King, Popeyes, KFC, Ritz Carlton, Intercontinental, The Westin Chosun, Hilton, Merriot, Outback Steak House, Bennigans, VIPS, Pizza Hut, Pul-hyanggi(Scent of grass), Nolboo Co., and Our Story. They received 50 sets each to hand out to their customers. Out of total 800 sets of questionnaires, 592 sets (74.25%) were retrieved and underwent the Multiple Regression Analysis. We found the following results from the study. First, among each variable of restaurant environment that had a significant effect on crowdedness, "fast service" and "responsiveness to customer complaints" scored a regression coefficient value 0.381 and 0.325 respectively. Second, among each restaurant environment factor that had a significant effect on crowdedness, "quality of facilities" scored the highest regression coefficient value 0.423 with a standard error score 0.1074, followed by "condition of waiting", "overall ambience" and "service quality" in ascending order. Third, in the analysis of the effect of each environmental factor upon the satisfaction rate, "condition of waiting" showed the highest regression coefficient value 0.3821 with a standard error score 0.4565, followed by "cleanliness", "service quality" and "convenience', in ascending order.

• Journal of the Korean Society of Food Culture
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• v.26 no.4
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• pp.344-353
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• 2011

The objective of this study was to classify dining-out customers' behaviors at ski resorts based on their restaurant selection factors. Data were collected one-on-one via interview questionnaires of 178 customers at the ski resorts. The mean scores of important attributes (4.12) and satisfactory attributes (3.08) for the sport&leisure purpose group were analyzed. For the date&family trip purpose group, the important attributes (4.13) and satisfactory attributes (3.06) were evaluated, resulting in a significant difference between the two visiting-purpose groups by independent t-test (p<0.05). The recognized important attributes for the sport&leisure purpose group were food taste (4.54), hygiene (4.53), menu variety (4.22), menu price (4.15), and convenience (4.12), and the most recognizable satisfactory attributes were related to convenience (3.52), waiting time (3.95), and employee service (3.90). For the date&family trip purpose group, recognized important attributes were hygiene (4.83), food taste (4.67), menu price (4.40), convenient (4.33), menu variety (4.25), waiting time (4.21), and employee service (4.10), and marked satisfactory attributes were convenience (3.65), hygiene (3.31), atmosphere (3.25), employee service (3.23), waiting time (3.17), and food taste (3.00). These results suggest that restaurant selection attributes would be useful tools to restaurant managers in controlling the quality of foodservice and satisfying service requirements for dinning-out customers at ski resorts.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.25 no.5
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• pp.31-38
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• 2002

In this paper, we model a two-server queueing system with priority, to which we put a restriction on the number of servers for each customer class. customers are divided into two different classes. Class 1 customers have non-preemptive priority over class 2 customers. They are served by both servers when available but class 2 customers are served only by a designated server. We use a method of generating function depending on the state of servers. We find the generating function of the number of customers in queue, server utilization, mean queue length and mean waiting time for each class of customers.

• Proceedings of the Korean Statistical Society Conference
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• 2000.11a
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• pp.105-108
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• 2000

We consider a Markovian retrial queue with waiting space in which the service rates and retrial rates depend on the number of customers in the service facility and in the orbit, respectively. Each arriving customer from outside or orbit decide either to enter the facility or to join the orbit in Bernoulli manner whose entering probability depend on the number of customers in the service facility. In this paper, a stochastic order relation between two bivariate processes (C(t), N(t)) representing the number of customers C(t) in the service facility and N(t) one in the orbit is deduced in terms of corresponding parameters by constructing the equivalent processes on a common probability space. Some applications of the results to the stochastic bounds of the multi-server retrial model are presented.

• Journal of the Korean Statistical Society
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• v.29 no.4
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• pp.473-488
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• 2000

We consider a Markovian retrial queue with waiting space in which the service rates and retrial rates depend on the number of customers in the service facility and in the orbit, respectively. Each arriving customer from outside or orbit decide either to enter the facility or to join the orbit in Bernoulli manner whose entering probability depend on the number of customers in the service facility. In this paper, a stochastic order relation between two bivariate processes(C(t), N(t)) representing the number of customers C(t) in the service facility and one N(t) in the orbit is deduced in terms of corresponding parameters by constructing the equivalent processes on a common probability space. some applications of the results to the stochastic bounds of the multi-server retrial model are presented.

• Journal of applied mathematics & informatics
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• v.6 no.1
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• pp.309-320
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• 1999

Models of single-server queues with vacations have been widely used to study the performance of many computer communi-cation and production systems. In this paper we analyze an M/G/1 queue with generalized vacations and exhaustive service. This sys-tem has been shown to possess a stochastic decomposition property. That is the customer waiting time in this system is distributed as the sum of the waiting time in a regular M/G/1 queue with no va-cations and the additional delay due to vacations. Herein a general formula for the additional delay is derived for a wide class of vacation policies. The formula is also extended to cases with multiple types of vacations. Using these new formulas existing results for certain vacation models are easily re-derived and unified.