• 한국조리학회지
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• 제22권1호
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• pp.126-134
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• 2016

This study examines effect in customer satisfaction of the emotional intelligence of members at service providing department in the hotel; A case of five star hotels in Dajeon Research hypotheses were developed based on previous literature, and data were collected from 350 employees working at the hotel restaurant service business located in Daejeon, ROK, were investigated herein The collected data were then analysed using frequence reliability For this research analysis, a self-recording method was used where and examiner explains the survey and respondents writhen down their answers to survey questions Statistical processing in this study was done through data cidubg and data cleaning then with the SPSS(Statistical Package for Social Science)v. 18.0. This result the emotional intelligence of service-providing employees at food service department of hotel was found to have a positive effect on customer satisfaction via understanding of others and emotional control. And the understanding of oneself, understanding of others and emotional control in emotional intelligence had a positive effect on job satisfaction. Emotional control, and emotioal use were found to affect organizational commitment positively.

• 한국컴퓨터정보학회논문지
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• 제24권2호
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• pp.149-155
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• 2019

The purpose of this paper is to design a survey of passenger satisfaction by using the Likert five-scale for the passengers of Incheon International Airport and Beijing Capital International Airport in China, and to combine the actual service situation of the airports in the two countries, using SPSS statistical software. Analyze and process statistics. Using the questionnaire survey method and exploratory factor analysis method, the airport service quality is analyzed to analyze the impact model of customer satisfaction. We will sort out the customer satisfaction with the two airports, compare and analyze the gaps in airport services between the two countries, and identify problems to formulate optimization and improvement plans.

• 한국정보통신학회논문지
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• 제18권4호
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• pp.899-905
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• 2014

기업이나 기관들의 효율적인 성과관리를 위해서는 고객이 원하는 서비스 요소를 추론하여 제공하고 그 결과를 평가하여 지속적으로 서비스품질을 향상 시킬 수 있도록 해야 한다. 이를 위한 중요한 요소는 고객 만족도의 정확한 피드백인데 우리나라에는 고객 만족도 측정에 대한 정량적이고 표준화된 시스템이 부족한 상황이다. 본 연구에서는 고객만족도를 효율적으로 평가할 수 있는 설문분석시스템을 제안한다. 이 시스템은 서비스 품질요인별로 측정요인을 설정하고 이를 통한 체계적인 설문 조사가 가능하도록 구성되어 있다. 특히, 스코어링 시스템을 도입하여 서비스 및 단위서비스에 대한 품질 수준을 정량적으로 평가하고, 개선해야할 요소의 우선순위를 제공하여 효율적인 관리가 가능하다. 또한 모바일과 온라인 시스템으로 설문작업이 이루어지므로 실시간으로 데이터를 분석할 수 있으며 언어별로 설문지를 작성할 수 있도록 하여 외국인도 사용 가능하다. 실제 체험학습 프로그램에 참여한 학생들 대상으로 만족도 설문분석을 적용한 사례를 제시하여 본 시스템의 유효성을 입증한다.

• Journal of Information Technology Applications and Management
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• 제14권1호
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• pp.99-116
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• 2007

This study intends to examine the effects of CRM on the customer loyalty. Service quality, customer satisfaction, and organizational committment have been tested as mediating factors between the customers' perceived relational efforts and their loyalty. From 236 customers of insurance firms survey data have been collected and analyzed based on the structural equation modeling. The results show that firms' relational efforts have positive impacts on service quality and customer loyalty. Also, this study shows that service quality can play an important mediating role between CRM activities and customer satisfaction as well as organizational commitment, which have shown positive impacts on customer loyalty Consequently, firms need to design their CRM activities paying more attentions to the service qualify attributes, rather than asking too much from the target customers.

• 한국항공운항학회지
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• 제25권4호
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• pp.76-82
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• 2017

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

• 한국IT서비스학회지
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• 제18권4호
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• pp.115-134
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• 2019

The global music industry has been growing steadily every year. In particular, the proportion of music streaming services in the overall market are expanding. It shows same pattern in domestic market. Also, several companies are providing music streaming services competitively. It is clear that there is growing interest in effective operations of music streaming services. In this study, we examine the impact of customization and network effect on service quality and customer loyalty. We collect survey data and analyze relationships between latent variables using structural equations modeling. We find that customization and network effect of music streaming services positively affect service quality. However, the effect of customization on customer loyalty is not significant and there is a negative effect of network effect on customer loyalty. Finally, we find that service quality works as a mediator between customization and customer loyalty, and service quality also works as a mediator between network effect and customer loyalty.

• 경영과정보연구
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• 제17권
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• pp.315-333
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• 2005

The Internet has been identified as the worlds fastest growing marketplace with seemingly limitless opportunities for marketing products and services. Logistics service quality is considered an essential strategy for success and survival in today's internet environment. Logistics excellence has become a powerful source of competitive differentiation within diverse marketing offerings of internet firms. The quality of logistics service performance is a key marketing component that helps create customer satisfaction. As the business environment has changed, the operations based definition of logistics service have evolved. The objective of this study is to examine the logistics service quality in internet shopping mall and the impact of logistics service quality on customer satisfaction. The quality factors of logistics service in this study are consist of five quality factor. The survey result is drive from a man experienced in used internet shopping mall. The finding suggest that logistics service quality of five factor had a positive effort on customer satisfaction. Specifically, timeliness had the most consistent positive effort on customer satisfaction.

• 아태비즈니스연구
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• 제13권4호
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• pp.61-77
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• 2022

Purpose - The purpose of this study was to explore the relationship between C2C logistics service quality(convenience, responsiveness, reliability, information and empathy) customer satisfaction and customer loyalty. Design/methodology/approach - This study collected 252 survey data from consumers who use C2C platform in China. Then using SPSS 24.0 in order to analyze the data. This study used SPSS 24.0 to perform empirical analysis with 252 people who use C2C platform in China. Findings - First, it was confirmed that the quality of logistics service(convenience, responsiveness, reliability, information and empathy) had a positive effect on customer satisfaction. Second, logistics service quality(convenience, responsiveness, reliability, information and empathy) positively affects the customer loyalty. Third, there is also a strong relationship between customer satisfaction and customer loyalty. Research implications or Originality - It is well known that logistics is an important part of e-commerce. Research on the influence of B2B logistics service quality on customer satisfaction and customer loyalty is more currently, but research on C2C is relatively less. Our study contributes the related research area by doing empirical analysis of the relationship between the logistics service quality and customer satisfaction and customer loyalty to provide development suggestions for C2C sellers.

• 유통과학연구
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• 제15권1호
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• pp.15-20
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• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• 한국의류학회지
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• 제31권4호
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• pp.574-583
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• 2007

This study aimed to look into the features of the hair beauty service components and the effects of these elements on customer satisfaction and word-of-mouth intention. Subjects were 20's-40's women and survey methods such as frequency analysis, t-test, ANOVA, factor analysis, reliability analysis, and regression analysis were used. Results were as follows: First, hair beauty service were composed of eight factors such as facilities of hair beauty salon, employee's kindness, amusement facilities, light refreshments, guidance to a process of hair style, keeping service for personal belongings, reservation service, and customer management. Second, the effects on customer satisfaction was significantly affected by facilities of hair beauty salon, employee's kindness, guidance to a process of hair style, customer management, keeping service for personal belongings, light refreshments. Third, customer satisfaction with hair beauty service affected the word-of-mouth intention.