• Journal of the Korean Society for Railway
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• v.18 no.5
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• pp.502-511
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• 2015

The purpose of this study is to prioritize the importance of urban railway service quality through statistical analysis. This was done to maximize customer satisfaction by providing customers of urban railway services (including LRT), operated by the local government, with a better customized service quality. It was hoped that this project would boost the need for public transportation by increasing customer satisfaction, which would eventually lead to more profitable revenue. The results of validity certification of expectations and perceptions before and after the use of government funded urban railway and private sector invested urban railways show that there are gaps for 18 items for the government funded urban rail projects (p<.01), while there is no significant difference for 2 items between expectation and perception (p>.05); private sector invested urban railway projects show differences for all 20 items (p<.001). Therefore, IPA analysis is conducted to improve the service quality; this should lead to a remedy that focuses on service quality. The findings of this study will contribute to providing management strategies for boosting customer satisfaction and creating revenue through customized service quality in the urban railway operating industry (including LRT), which is currently suffering from chronic deficits.

• Culinary science and hospitality research
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• v.20 no.4
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• pp.224-238
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• 2014

This study aimed to identify that the physical environment of a food service company has influenced on the perceived service quality, menu quality and customer satisfaction. To achieve the purpose of this study, it reviewed the theoretical background about the physical environment, the perceived service quality, the perceived menu quality and customer satisfaction. Moreover, this study conducted a corresponding empirical analysis. For the empirical analysis, a questionnaire was given to a total of 275 regular restaurant customers at Busan area. The results of the empirical analysis were shown as follows. 1) The components of physical environment of a service company are the attractiveness, cleanliness, space & convenience and the ambient factor of physical environment. 2) For the attractiveness of the physical environment, cleanliness and the ambience factors of the physical environment have influenced on the perceived service quality and menu quality. 3) The perceived service quality has influence on the perceived the menu quality. 4) The perceived service quality and the menu quality have influence on the customer satisfaction.

• Korean Journal of Occupational Health Nursing
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• v.25 no.2
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• pp.108-117
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• 2016

Purpose: The purpose of this study was to determine the relationship between customer contact service and mental health among Korean taxi drivers. Methods: This was a secondary analysis of data collected from the 2015 Korean Working Conditions Survey. The sample included 496 taxi drivers in South Korea. The effect of customer contact service on mental health was analyzed using logistic regression analysis. The independent variables were general characteristics, working conditions, and hazardous factors in interactive service. Results: The prevalence of poor mental health was 56.3%. Taxi drivers experienced emotional involvement (17.2%), hiding feeling (32.0%), and contact with angry clients (18.3%) in their job. During the first month of their work, 33.7% experienced verbal abuse and 12.3% threats/humiliating behaviors. In bivariate analysis, verbal abuse, threats/humiliating behaviors, and physical violence were associated with mental health of taxi drivers. Multiple logistic regression analysis revealed 'emotional involvement' and 'contact with angry clients' were significant predictors of mental health. Conclusion: The findings of this study may be useful in developing intervention programs to improve the mental health of taxi drivers in South Korea.

• Journal of Korean Society for Quality Management
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• v.42 no.1
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• pp.43-61
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• 2014

Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.6
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• pp.987-996
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• 2010

The purpose of this study was to measure customers' perception of the service quality of Korean restaurants and then compare differences in perceived service quality according to customer nationality. Self-administered questionnaires were completed by 2812 subjects, and data were analyzed by frequency, chi-square, t-test, one-way ANOVA, factor, reliability, cluster, and discriminant analysis. Results of the study were as follows. The factor analysis of perceived service quality produced four factors, employee service (5 variables), menu quality (4 variables), price & value (4 variables), and physical environment (4 variables). Cronbach's alpha values for reliability were over 0.8 for all factors. Further, a significant difference was observed in service quality, which was perceived according to customer nationality. A higher mean value of perceived service quality was held by foreigners when compared to Koreans. Especially, the mean value of perceived service quality was significantly low for all items for Japanese compared to foreigners. Cluster analysis divided subjects into two groups based on attitude toward service quality of Korean restaurants: an unfavorable group and favorable group. These two groups differed from each other in general characteristics as well. Limitations and future research directions are also discussed.

• Proceedings of the Korean Society of Computer Information Conference
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• 2019.07a
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• pp.401-402
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• 2019

The purpose of this study is to find specific service quality factors of enterprises that can maximize the perception of banks' services to users of commercial banks in China, and to establish empirically how these quality factors affect the bank's image. They also want to verify the impact of the positive image of the bank on the user's satisfaction and the willingness to use the bank's services. For empirical verification of this study, questionnaires will be used to customers who have used the services of each of the four commercial banks in China, and the survey was conducted. The collected data were analyzed using the SPSS using statistical techniques such as Cronbach' ${\alpha}$, Investigative Factor Analysis, Reliability Analysis, Correlation Analysis, Regression and Difference Verification. The results of the verification were summarized below. First, the quality of service of commercial banks has a partial positive effect on the bank's image. Second, the image of a commercial bank has a positive effect on customer satisfaction. Third, the image of a commercial bank has a positive effect on the purpose of use. Fourth, the image of commercial banks has a partial mediated effect between service quality and customer satisfaction. Fifth, the image of a commercial bank has a partial mediated effect between the quality of service and its intended use.

• Journal of Fashion Business
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• v.13 no.6
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• pp.99-110
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• 2009

The purpose of this study is 1) to investigate the Web content of online shopping agencies and to see if differences exist in their contents and 2) to suggest strategies for online shopping agencies. For the study, the online shopping agency components of web sites were investigated, which consisted of product, information, and customer service. Each component had sub-categories. In order to analyze the Web content of online shopping agencies, nine agencies were chosen based on the rankings of www.rankey.com and www.100hot.co.kr. The content analysis was conducted from January 5th to the 30th of 2009. The results showed that the basic Web content of online shopping agencies (i.e., product, information, and customer service) was evident on most sites. However, products were similar and effective information and labor-saving functions were sparsely used. Areas where customers actively participated were limited. Therefore, most sites need to reinforce their content by providing a well-articulated product, information, and customer service for shoppers and to differentiate their Web site identities.

• Culinary science and hospitality research
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• v.8 no.3
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• pp.73-89
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• 2002

The purpose of this thesis is to find the effect of family restaurant quality on the customer satisfaction level. As these days well development industrial society, not only service business but also most of business area needs to high quality service. According to taking this importance into account, this researcher performed the literature on the service quality and the degree of satisfaction level through a theoretical consideration. In addition, an empirical survey was performed with the subjects of customer in family restaurant in Korea. The collected material through SPSS10.0 was analyzed by statistical methods such as frequency analysis, Cronbach's a, and regression analysis.

• The Journal of Fisheries Business Administration
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• v.41 no.3
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• pp.153-174
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• 2010

In this paper we aim to find out consumer behavior based on fish shares in their buying ingredients, path segmentation, product and service quality, customer satisfaction and then we try to analyze the impact of them on each consumer buying behavior. In this study, first, consumers, divided by general merchandise retail store and traditional fish retail store, these also divided by two groups that are with high spending group and low spending group, so totally we have four parts of consumer behavior segmentation market profiles. Second, we analysis the affect of each factor on consumer behavior. That is, we try to analysis the effect of product and service quality on customer satisfaction in four seafood market group. The results of this study are summarized as follows;

• The Korean Journal of Franchise Management
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• v.15 no.3
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• pp.71-85
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• 2024

Purpose: This study aims to investigate the impact of product and service quality on customer surprise and delight, revisit intention, and SNS word-of-mouth (WOM) intention in the context of franchise restaurants in Korea, focusing on Chinese tourists' experiences. This analysis provides strategic insights into improving customer experiences and driving positive behavioral outcomes within the franchise foodservice sector. Research Design and Methodology: Data were collected from 395 Chinese tourists who visited Korean franchise restaurants using a self-administered questionnaire approach and analyzed with SmartPLS 4.0. Reliability, convergent and discriminant validity were assessed using measurement model. Hypotheses were tested using structural equation model. Results: This study verified that customer's service experience affects customer surprise and delight, which in turn is an important factor in increasing revisit intention and SNS WOM and supports the SOR framework that explains these relationships. In other words, this study presented a model that expands the traditional service quality → customer satisfaction → behavioral intention framework by including surprise and delight. The study also revealed that both product quality and service quality positively influence customer delight. Furthermore, customer surprise and delight significantly influence revisit intention and SNS WOM. The findings suggest that enhancing product and service quality can lead to higher levels of customer surprise and delight and greater likelihood of revisits and positive online feedback.