• International Journal of Computer Science & Network Security
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• 제23권6호
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• pp.176-180
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• 2023

Aim of this study to examine the mediating role of network service between perceived quality, retailer service and customer satisfaction during COVID-19. Primary data gathered through adopted questionnaire from previous studies and 200 university students were asked to fill online questionnaire during COVID-19 situation in country. Structural Equation Modelling technique applied in order to test the proposed hypothesis generated from existing literature review. Findings revealed full mediation effect of network service for both perceived quality and retailer service on customer satisfaction during COVID-19. New insights of this study are key role of network services is identified and university students' satisfaction is measured for online classes in developing country, Pakistan. In future serial mediation is suggested for validity of existing results in developed and developing countries.

• 품질경영학회지
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• 제51권1호
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• pp.67-78
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• 2023

Purpose: The purpose of this study is to investigate the COVID-19 pandemic-driven effect changes of quality factors on customer satisfaction in Korean Police Civil Affairs Service. Methods: This study fitted a regression model to the data collected by Korean National Police Agency from 2019 (before COVID-19 pandemic) to 2020 (during COVID-19 pandemic). In order to simultaneously estimate the effects of major seven quality factors on customer satisfaction for 'before the pandemic' and for 'during the pandemic', the regression model included not only customer satisfaction as the dependent variable, but also the fourteen independent variables consisting of the seven quality factors and their seven interaction terms. The interaction terms were defined by multiplying each quality factor by a dummy variable indicating either before or during the pandemic. Therefore, the coefficient estimates of the interaction terms indicate the changes of their corresponding quality factor effects on customer satisfaction between before and during the pandemic. The double bootstrap method was applied to test the significance of coefficient estimates. Results: Both before and during the pandemic, all quality factors had positive effects on customer satisfaction. However, these effects changed differently from before to during the pandemic: (increased) supportability, sincerity, and convenience; (decreased) integrity, professionalism, and fairness; (unchanged) promptness. Conclusion: This study found that the pandemic caused significant effect changes of quality factors on customer satisfaction in Korean Police Civil Affairs Service. This finding suggests the necessity of carefully monitoring such effect changes to effectively and efficiently improve customer satisfaction. This study also identified that from before to during the pandemic, supportability, sincerity, and convenience become more important and hence, need to be better managed.

• 한국인공지능학회지
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• 제12권2호
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• pp.25-33
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• 2024

This study examines the relationship between customer satisfaction and management response in the hotel industry amid the COVID-19 pandemic. By applying regression analysis and topic modeling to consumer reviews on online platforms, we assess how consumer perceptions and management behaviors have shifted since the onset of the pandemic. The findings reveal a significant decline in customer satisfaction linked to COVID-19. Significantly, while the pandemic has reduced overall customer satisfaction levels, high response rates and high review-response content similarity mitigate the impact of the crises. These results highlight the critical need for hotel managers to continuously monitor online reviews and adapt their engagement strategies to maintain and enhance customer satisfaction during ongoing and future crises. This research not only corroborates existing theories on customer satisfaction but also exposes novel dynamics introduced by the pandemic, offering new insights for effective customer relationship management in turbulent times.

• 문화기술의 융합
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• 제8권5호
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• pp.369-375
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• 2022

이른바 코로나19 대유행으로 철도서비스 경영 역시 유례없는 상황을 맞이하고 있다. 본 연구에서는 코로나19 유행기간 동안 고속철도를 이용한 고객을 대상으로 설문조사를 진행하여 감염병이 철도서비스 고객경험에 미치는 영향을 탐색하였다. 연구결과, 철도운영기관이 제공하는 방역관련 서비스에 대해 고객이 높은 수준으로 지각할수록 고객만족도와 충성도가 증가하는 것으로 나타났다. 또한 고객 별로 코로나19에 대해 위험하게 생각하는 수준에 개인차가 있기 때문에, 고객의 코로나19 위험지각의 조절역할도 실증하였다. 그 결과, 코로나19에 대한 고객의 위험지각이 적정한 수준일 때에는 서비스 기관의 방역관련 서비스 속성이 고객만족 형성에 큰 영향을 미치지만, 고객의 위험지각수준이 상당히 높은 경우에는 그 영향력은 유의하지 않은 것으로 나타났다. 결국 감염병에 대한 위험이 완벽히 소멸되는 것만이 서비스 산업의 완벽한 회복을 가져다줄 것이다. 그럼에도 감염병 유행기간에는 서비스 운영기관이 방역활동을 철저히 하고, 고객에게 이에 대해 충실히 커뮤니케이션 하는 것이 주요한 서비스 속성이 된다는 것을 확인하였다.

• The Journal of Asian Finance, Economics and Business
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• 제9권9호
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• pp.299-307
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• 2022

The goal of the study is to examine and assess how the factors of logistics service quality provided by logistics service providers influence customer loyalty and satisfaction in Vietnam. This study employs samples of the Kansei technique. The article's data was gathered through an online survey of 388 distinct Vietnamese customers who used logistics services before and during the Covid-19 outbreak. After the data was obtained, it was evaluated using SmartPLS 3.0's Cronbach's Alpha test and structural equation model (SEM). Staff service quality, operational service quality, and technical service quality are the three factors that determine the quality of logistics services in the study. Out of the 10 proposed hypotheses, research findings show that five are acceptable. The Covid-19 Pandemic in Vietnam had a significant impact on all dimensions, but it had no effect on how satisfied customers were with the logistics service providers. Nevertheless, loyalty is considerably influenced by only one factor, which is customer satisfaction, and customer trust moderates the relationship between these two factors. As a consequence of that, several managerial implications have been proposed to help logistics service providers improve their services to attract and keep Vietnamese customers using their service in the long term.

• 한국의상디자인학회지
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• 제25권2호
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• pp.83-95
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• 2023

The purpose of this study was to identify the effect of skin care salons' decision factors on customer satisfaction and revisit intention during the COVID-19 pandemic. The subjects of this study were 220 women in their 20s to 50s who reside in Seoul and the Gyeonggi-do area and are users of skin care salons. The data was statistically analyzed using SPSS V.25.0 and detailed research results are as follows. For the analysis of this study, frequency analysis, factor analysis, reliability verification, independent sample T-Test, one-way analysis of variance, post hoc test, Duncan test, and regression analysis were conducted. First, as a result of examining whether skin care salon decision factors during the pandemic have a positive (+) effect on customer satisfaction, hygienic environment satisfaction and service environment satisfaction, which are sub-factors of customer satisfaction, had a significant effect on professionalism, kind service, and distance, which are sub-factors of decision factors, and are independent variables. Second, as a result of examining whether skin care salon decision factors during the pandemic have a positive (+) effect on revisit intention, decision factors, which are independent variables, including professionalism, kind service, price, and distance showed significant effects on human revisit intention, As for physical revisiting intention, only kind service, distance, and professionalism showed significant effects, while price did not have a significant effect. Third, as a result of examining whether customer satisfaction during the pandemic has a positive (+) effect on revisiting intention, the service environment satisfaction and hygienic environment satisfaction, which were sub-factors of independent variables, showed significant results for human and physical revisit intentions. In this study, service environment and hygienic environment satisfaction were important variables for skin care salon decision factors. Professionalism and kind service were important for human revisit intention. Therefore, overall service environment, hygiene, and safety should be prioritized to increase revisit intention and efforts must be made to retain and improve customer satisfaction

• The Journal of Asian Finance, Economics and Business
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• 제8권12호
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• pp.553-561
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• 2021

Health services in developing countries are increasingly focused on satisfying the needs of customers. During the COVID-19 pandemic, many patients have anxiety when going to hospitals for medical treatment. The pressures brought by the pandemic have overwhelmed the hospital system in Vietnam. This has caused the quality of service at these hospitals to decrease because they have focused on the goal of preventing the spread of the virus. Therefore, hospitals, especially private hospitals, need many solutions to improve the quality of their services. This study evaluated the impact of these factors on hospital service quality, as well as the influence of customer service quality on patient satisfaction. The survey was conducted from January 2021 to September 2021 and data was collected directly from 539 patients at Van Phuc Hospital 1. The results show that 4 factors affect the service quality of the hospital, as well as the service quality affecting patient satisfaction, in which, the strongest impact on the service quality of the hospital is the service attitude and professional capacity of the medical team. In the context of the COVID-19 epidemic, this study implies that if the hospital service is good, the customers' peace of mind and satisfaction will be enhanced.

• 동아시아경상학회지
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• 제11권2호
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• pp.59-70
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• 2023

Purpose - The hospitality industry has experienced significant transformations in recent years, primarily driven by advancements in technology and changes in consumer behavior. The worldwide COVID-19 epidemic has intensified a trend of hotel guests increasingly relying on meal delivery applications. Considering the recent COVID-19 pandemic, this study sets out to investigate how hotel guests have been using food delivery apps before and during the outbreak. Research design, data, and methodology - This study utilizes a systematic literature review as its research design. A systematic literature review is a methodical, well-structured procedure for locating, analyzing, and synthesizing pertinent research articles. Result - The findings shed light on four main aspects: convenience and accessibility, safety and hygiene assurance, personalization and customization, and local exploration and cultural immersion. These findings provide valuable insights into the evolving preferences and behaviors of hotel guests in utilizing food delivery apps, particularly in the context of the COVID-19 pandemic. Conclusion - This study has contributed to the understanding of the changing role of food delivery apps among hotel guests. By recognizing the evolving dynamics and leveraging the opportunities presented by food delivery apps, hotels can adapt to meet guest expectations, enhance customer satisfaction, and thrive in the ever-changing landscape of the hospitality industry.

• 경영정보학연구
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• 제25권1호
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• pp.233-255
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• 2023

코로나19로 인한 팬데믹 상황에서도 여전히 여행에 대한 욕구와 수요가 시장에 존재하고 있다. 이러한 상황에서 정보기술(IT)의 발달로 인해 온라인에 대한 접근성과 유용성 및 디지털 기기의 활용도 함께 증가하였고, 비대면으로도 새로운 경험을 얻을 수 있는 '온라인 체험(Online Experience)' 시장이 급격하게 성장하였다. 본 연구는 AirBnB 온라인 체험 서비스에서 서비스제공자(Provider-oriented)와 서비스이용자(User-oriented)에 의해 생성된 정형 및 비정형 데이터가 고객만족에 미치는 영향에 대해 분석하였다. 분석에 사용된 데이터는 파이썬 웹크롤러로 수집되었으며, 주요 변수인 비정형 데이터는 전처리와 감성분석을 거쳐 회귀분석에 사용되었다. 분석 결과, 주요변수인 호스트가 생성한 체험 소개글, 호스트 소개글과 같은 비정형 데이터는 텍스트의 생성 목적에 따라 주관도(Subjectivity)가 다르게 나타나며, 체험 소개글은 주관적일수록, 호스트 소개글은 객관적일수록 고객 만족에 유의한 정의 영향을 미치는 것을 확인하였다. 또한, 에어비앤비 온라인 체험에 참여한 게스트가 생성한 정형 데이터는 다른 게스트의 만족에 긍정적인 영향을 미치는 것을 확인하였다. 본 연구 결과는 온라인 공유경제 플랫폼 이해관계자 및 온라인 체험 지식경영에 관심을 갖는 연구자에게 다양한 시사점을 제공할 것으로 기대한다.

• 한국산업정보학회논문지
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• 제28권4호
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• pp.59-76
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• 2023

본 연구는 유튜브 동영상과 학문적 연구결과를 활용하여 서비스에 대한 주요 이슈와 주제를 파악하는데 목적이 있다. 2013년부터 2023년 6월까지 서비스 분야와 관련된 2,853편의 유튜브 동영상 콘텐츠와 19,973편의 연구논문을 텍스트 마이닝과 텍스트 네트워크 분석을 활용하였다. 또한, 수집된 데이터를 COVID-19 팬데믹 이전과 이후로 구분하여 서비스에 대한 주요 이슈와 주제가 어떻게 변화되는지를 분석하였다. 수집된 데이터는 텍스트 마이닝과 네트워크 구성 및 분석 절차를 통해 분석을 실시하였다. 분석결과, 유튜브 동영상 콘텐츠와 학술연구를 구분하여 연결 중심성 분석결과, 유튜브 동영상 콘텐츠에서 중심성이 높은 단어는 IT, data, solution 순으로 나타났고, 학술연구 분야에서는 서비스 품질, 품질, 고객만족 순으로 나타났다. 에고 네트워크 분석결과, 유튜브 동영상 콘텐츠의 경우 주요 이슈는 서비스 산업과 관련된 단어를 중심으로 나타났지만, 상대적으로 산업별 세부 분야를 포함하지 않고 있는 것으로 분석되었다. 그러나 학술연구 분야에서는 상대적으로 서비스 분야별 주요 이슈를 다양하게 포함하고 있는 것으로 분석되었다. 본 연구 결과는 서비스 산업에서 고객의 주요 관심사에 대한 변화를 학문적 실무적 관점에서 이해하는데 활용될 수 있다.