• Korean Journal of Community Nutrition
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• v.10 no.6
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• pp.943-951
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• 2005

The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows : the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality'(p < .001), 'customer reception' (p < .001) and 'personnel attitude' (p < .05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice qualify. (Korean J Community Nutrition 10(6) $943\∼951$, 2005)

• Journal of Information Technology Services
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• v.14 no.3
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• pp.1-18
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• 2015

Recent trends of mobile convergence has already brought about many changes in our digitally-powered society. Especially, taking advantage of strengths of existing mobile devices and smart phones have already been established as a primary standard in the business intelligence world. Such high-powered digital devices equipped with mobile convergence functions are getting more momentum as app stores are prevailing. Basically, the app stores are administered by smart phone manufacturers, creating a new business ecosystem among app developers and end-users. However, there are paucity of studies tackling an issue about how users' repurchase intention of the apps is influenced by the service qualities of the app stores. In this respect, this study aims to investigate the effect of app store service quality on users' satisfaction and repurchase intention. As the value of loyal customers is incomparably high in app commerce, winning customers' loyalty is vital to the success of app stores. In this study, a customer is defined as one who has purchased goods or services at least once from the app stores. The proposed research model includes a number of constructs such as app perceptions, customer service, perceived ease of use, design, promotion, perceived consumer risk and connectivity. Empirical results revealed that perceived consumer risk has a negative relationship with consumer's perceived repurchase intention. All the other variables-app perceptions, customer service, perceived ease of use, design, promotion, connectivity- are found to be positively related with the repurchase intentions.

• Journal of the Korean Society of Food Science and Nutrition
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• v.42 no.1
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• pp.120-128
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• 2013

This study was conducted to investigate the effect of relational benefits on perceived value in order to enhance customer satisfaction and win customer loyalty in the specialty coffee shop business. Structural equation modeling was performed and the structural model estimated with AMOS (ver 5.0). A total of 329 valid responses were used for data analysis. The findings show that confidence benefits among the relational benefits have a direct effect on perceived value. In addition, confidence benefits also have an indirect effect on customer satisfaction and loyalty from this perceived value. However, social benefits and special treatment benefits of customers had no effect on functional and symbolic value. In conclusion, establishing confidence benefits with the customer at the specialty coffee shop significantly influenced their perceptions of value, customer satisfaction, and loyalty.

• Journal of Korean Society for Quality Management
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• v.46 no.2
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• pp.283-300
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• 2018

Purpose: Since the servant leadership of project managers is seemingly related to the project performance by influencing project team members' positive attitude and behavior, this study attempts to provide empirical evidence for a link between servant leadership and project performance. In addition, the present study investigates the mediating effects of customer satisfaction on the servant leadership-project performance relations. Methods: The data of servant leadership and project performance were collected from 185 project team members of a company providing IT service, and customer satisfaction data were collected from 100 project clients served by the company. Before testing the hypotheses, we calculated aggregation statistics(e.g., $r_{wg}$, ICC(1), and ICC(2)) to ensure appropriate aggregation of servant leadership scores. The statistics confirmed the use of 67 team level servant leadership scores with project performance and customer satisfaction. Results: The results show that servant leadership is significantly related to three project performance measures(perceptions of performance contribution and sales contribution, and actual project profits) in the current team-level sample. Results also indicate that the clients' perception of customer satisfaction shows a mediating effect in the process of servant leadership affecting sales contribution of project performance. Conclusion: The present study empirically confirms that servant leadership plays a major role in enhancing project performance on team level analysis. The results suggest that servant leadership increases customer satisfaction since the project managers serve and care for their team members which translate into effective customer service. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.1
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• pp.295-311
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• 2008

The authors examine the service quality of the National Library of Korea and its effects on the customer satisfaction and the annual number of visit. In particular this article tests the actual effects of the extension of opening hour that has been famous for increasing ratio of library operation and employing more librarians. A survey of 332 customers was conducted to measure individual perceptions on the customer service and satisfactions and estimate structural equation models across two time slots: the daytime, and night hour. The major findings of this study are that the service quality tends to increase customer satisfaction.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.4
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• pp.213-221
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• 2020

This study examines the relationship between brand authenticity, brand equity, and customer satisfaction. A total of 263 participants participated in this study. Participants rated a set of three brands: Apple, Starbuck, and Nike. Each participant rated the extent to which the items described his or her authenticity with the brands listed, the equity of the brands listed, and feelings of satisfaction toward the brands. This study employs confirmatory factor analysis and structural equation modeling. The results indicate that 1) brand authenticity positively relates to brand equity, and 2) brand authenticity effects to customer satisfaction. The findings suggest that marketers can use the brand authenticity for assessment, planning, and tracking purposes to understand the authenticity of their brands for their customers. Products of authenticity brand are better liked, viewed as higher quality, offer greater value and are more likely to be purchased than less authenticity brand. They can command a significant price premium. The findings provide useful support and evidence for brand management, as well as companies in other developing countries, to engage more in brand practices as a core element of their strategic and brand management. This means that managers should work to increase perceptions of authenticity for their offerings.

• Journal of Service Research and Studies
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• v.4 no.1
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• pp.1-19
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• 2014

Every organization needs to maintain its long-term effectiveness through the positive perceptions, attitudes, and behaviors of its members. Customer orientation, job satisfaction, and organizational citizenship behavior (OCB) are the important functioning aspects for the long-term organizational effectiveness. The purpose of this study is to investigate the impact of service-worker's customer orientation on OCB within Korean bank and insurance sector by analyzing the relationship of constructs in the conceptual model. To achieve research objectives, survey method is employed. Findings of this research reveal that both need and enjoyment dimension of CO are very important in predicting OCB. We sent 220 questionnaires to service workers of the bank and insurance then received 200 valid responses. The research was conducted in bank and insurance agency in J city. The choice of these two types of organizations was dictated by the fact that they have large number of service worker with diverse background at multiple levels in these industries. Results also indicated that the moderating effect of pay satisfaction on the relationship between their OCB and CO had a weak effect.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.324-332
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• 2000

The purpose of the study was to assess customer satisfaction concerning service quality characteristics of university foodservice by using a developed DINESERV model. In particular, it was intended to develop a tool to assess the difference between customer judgements on importance and customers perceptions with actual service delivery by university foodservices. Quenstionnaires were distributed to 1,000 university students. A total at 820 university students responded with a usable response rate of 77.7%. A statistical data analysis was completed using SAS programs for descriptive analysis; a t-test, chi-square test and Dunan's multiple range test. The results of the study are as follows; 1) The mean number of students visiting university foodservices per week for males was larger than that of females. The students' first choice depended on distance when they selected foodservices. They answered their preference as the first factor when they order a particular menu items in foodservices. The first complaint factor concerning university foodservices was the price of the food. 2) Customers was not satisfied with the quality of the service of university foodservices. The important mean score of the service quality was 3.63 out of 5, but the perception mean score of the service quality was 2.87. Therefore, there was a gap(0.76) between the importance score and perception score. 3) Customers' satisfaction with the service quality by dimensions wee int he follow order: assurance>reliability>responsiveness>tangibles>empathy. Customers were more satisfied with the service quality of contracted management than that of self-operated facilities.

• Journal of Distribution Science
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• v.19 no.2
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• pp.15-24
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• 2021

Purpose: The research is to find out the perception of consumers for the convenience store (c - store) image in an emerging market, with a sample from Ho Chi Minh City. Research design, data, and methodology: Data were collected using a 24 - item structured questionnaire into six factors, namely: store atmospheric, merchandise, supplementary service, customer convenience, sales personnel, promotion. Five hundred consumers shopped at the different c - stores were collected for a multidimensional scaling technique that creates a perceptual map illustrating of c - store image. Results: The results point out that consumers' perception of a different c - store is different. The trend of c- stores are focusing on the dimensions of the function aspect. The customers also put their attention on the psychological dimension, which, in this case, is customer convenience with a sharp point. Almost all stores are bad on store atmospheric in customer- based. Conclusions: The modern retail store chains need to focus on elements to create a store image positioning and improve the perceptions of the consumers towards the store. Besides, customers not only visit the stores, not due to its convenient location, mass media or shopping experience, but also a strong identity for the store's brand image.