• Journal of Distribution Science
• /
• v.15 no.4
• /
• pp.59-67
• /
• 2017

Purpose - This study's aims are to examine the effects of airline service quality on brand image, brand attitude and reuse intention and the mediating roles of brand image and brand attitude in the relationship between airline service quality and reuse intention. Research design, data and methodology - A total of 500 questionnaire copies were distributed and 474 were used for the empirical study after excluding some empirical inappropriate or unusable ones. To analyze the collected data, the SPSS/WIN 22.0 statistical package was used. Results - The result of analysis showed that all the intangible, tangible and human elements of the airline service quality positively influenced on brand image and brand attitude and did not directly influence on reuse intention. However, brand image and brand attitude played mediating roles in the relationship between all the service quality elements and reuse intention. Conclusions - This means that airlines need to develop service quality, which is differentiated and provides special feelings for customers and work out improvement strategies for positive brand images and attitudes, since customers choose and reuse airlines, based on brand images and attitudes, which are perceived and formed through the experience of airline service quality and word of mouth.

• The Journal of Industrial Distribution & Business
• /
• v.8 no.7
• /
• pp.21-29
• /
• 2017

Purpose - The purpose of this study is to investigate the impact of organizational politics on employees' social network service addiction and how it influences their job satisfaction and organizational citizenship behavior. And this study explores if leader-member exchange can moderate the relationship between organizational politics and social network service addiction. Research, design, data, and methodology - For this, this study collected data from 305 employees in Korean companies through a survey method and uses SPSS 18.0 for hierarchical regression analysis in the hypothesis test. Results - First, organizational politics increases immersion, compulsion and association among the sub-factors of social network service addiction. Second, each phenomena of social network service addiction such as salience, compulsion and association decrease each relevant factors of job satisfaction and organizational citizen behavior. Third, compulsion and association among the sub-factors of social network service addiction play the mediating roles between organizational politics and each relevant factors of job satisfaction/organizational citizen behavior. Finally, some of sub-factors of leader-member exchange decrease the effect of each characteristics of organizational politics on immersion, compulsion and association among the sub-factors of social network service addiction. Conclusions - This study provides some of managerial implications to corporate executives who try to manage organizational attitude.

• Journal of Distribution Science
• /
• v.14 no.8
• /
• pp.67-75
• /
• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• Journal of Distribution Science
• /
• v.15 no.9
• /
• pp.63-74
• /
• 2017

Purpose - The purpose of this study is to contribute to the literature on casino services by investigating critical service failures using the critical incident technique (CIT) and provide effective recovery strategies that can be adopted in practice. Research design, data, and methodology - The data were collected from Asian casinos' HNI customers in China, Japan, and the Republic of Korea. This is the first study that has investigated VIP casino customers in leading Asian countries. The research used the critical incident technique (CIT) collect and a total of 227 incidents were analyzed. Results - The results show that three main categories and eleven subcategories are deduced. The first group concerns casino service system failures. The second group relates to service providers' responses to VIP customer complaints. The last group covers employees' attitudes and behavior toward customers. Conclusions - First, the most serious service problem in casinos was the service providers' attitudes rather than the service system failures. Second, Tangible recovery strategies such as "all pay" and "additional comps" were proven to enhance a casino's image and lower customers' intentions to switch. Customers, however, preferred intangible recovery strategies such as considerate responses, reliable problem management, sincere apologies, and accurate explanations.

• Journal of Distribution Science
• /
• v.12 no.9
• /
• pp.95-99
• /
• 2014

Purpose - This study aims to develop and empirically test a multi-dimensional service convenience scale with the dimensions and measurement items of service convenience perceived by Korean consumers in retail contexts. Research design, data, and methodology - The study adopts the framework suggested by Berry et al. (2002) and conceptualizes service convenience as a second-order reflective construct comprising 31 items. Three department store chains (Hyundai, Lotte, and Shinsegae) and three discount store chains (E-mart, Homeplus, and Lotte Mart) were involved 510 valid responses were used for the empirical testing. Results - The measurement model is acceptable for internal consistency, convergent validity, and discriminant validity. Further, the structural model results show that service convenience is positively related to satisfaction. Results of the rival model comparison indicate that the proposed second-order factor model provides a better fit to the data than both the five-factor and the one-factor model. Conclusions - The multi-dimensional, second-order conceptualization of service convenience is robustly supported. This study provides psychometrically valid scales to measure service convenience in retail contexts as conceptualized by Berry et al. (2002).

• Proceedings of the KIEE Conference
• /
• 2000.07a
• /
• pp.537-540
• /
• 2000

The Distribution System consist of many tie-line switches and sectionalizing switches, operated a radial type. When an outage occurs in Distribution System, outage areas are isolated by system switches, has to restored as soon as possible. At this time, system operator have to get a information about network topology for service restoration of outage areas. Therefore, the searching result of restorative topology has to fast computation time and reliable result topology for to restore a electric service to outage areas, equal to optimal switching operation problem. So, the problem can be defined as combinatorial optimization problem. The service restoration problem is so important problem which have outage area minimization, outage loss minimization. Many researcher is applying to the service restoration problem with various techniques. In this paper, advanced Dijkstra algorithm is applied to searching a restoration topology, is so efficient to searching a shortest path in graph type network. Additionally, fuzzy rules and operator are applied to overcome a fuzziness of correlation with input data. The present technique has superior results which are fast computation time and searching results than previous researches, demonstrated by example distribution model system which has 3 feeders, 26 buses. For a application capability to real distribution system, additionally demonstrated by real distribution system of KEPCO(Korea Electric Power Corporation) which has 8 feeders and 140 buses.

• Journal of Distribution Science
• /
• v.18 no.6
• /
• pp.5-14
• /
• 2020

Purpose: This study was based on curation commerce that has been rapidly developing. It looked into the effect of curation commerce's quality of service factors (information quality, information interest quality, interaction quality, and personalization quality) on satisfaction and the mediating effect of consumer empathy and shopping value between service qualities and consumers' satisfaction with curation commerce. Research design, data, and methodology: The survey was conducted on 273 consumers who used Chinese curation commerce services. The research data was analyzed using the Smart PLS 3.0 program. The empirical analysis was conducted with reliability and validity analyses of the questionnaire and hypothesis test. Results: As a result, only the quality of information had a direct impact on satisfaction. The remaining service quaility factors (information interest quality, interaction quality, and personalization quality) were found to affect satisfaction through utilitarian value or consumer empathy. Conclusions: This study is meaningful in that it selected the service quality factors experienced by consumers about curation commerce services in line with the bright market prospects of curation services. In addition, the significance of this study was to reveal the psychological mechanism of the process in which the quality of service reaches consumer satisfaction.

• Journal of Distribution Science
• /
• v.18 no.12
• /
• pp.31-43
• /
• 2020

Purpose: This study examined how many determinant factors (service dimensions, food quality, and price perception) affect revisit intention. This practical concept is service quality (SERVQUAL), customer satisfaction, and repeated/revisit behavioral intention based on the theory of reasoned action (TRA). Research design, data and methodology: This research applied a hybrid mixed-method comprising exploratory and explanatory sequential design by Creswell (2014). The 400 responses were collected in four townships in Myanmar. This study drilled down to exploratory factor analysis (EFA) followed by confirmatory factor analysis (CFA) prior to test the hypothesized factor structure of all the variables resulted in the form of the goodness of fit. For further data analysis, structural equation modeling (SEM) was applied to test the relationships among the variables of the proposed model. Results: The results showed that perceived service quality, food quality, and price perception have direct effects on customer satisfaction and indirect effect on revisit intention. The perceived service quality has the most significant influence while the food quality has the least influence on customer satisfaction. Conclusions: The results are useful for the restaurant managers to better understand the significant strategic choice factors to improve higher quality service amongst restaurants both domestic and international under the stiff competition.

• Journal of Distribution Science
• /
• v.20 no.1
• /
• pp.67-76
• /
• 2022

Purpose: The purpose is to verify the impact of the store environment on interpersonal service quality (ISQ), shopping value and patronage intention, as well as the moderating role of the store format: supermarkets vs hypermarkets. This is significant as previous studies on retailing neglected the effect of interpersonal service quality on the experiential shopping value. The comparison of the model between two retailing formats (hypermarkets and supermarkets) provides a significant contribution and responds to a need to provide insights regarding the moderation of the store types on the contribution of interpersonal service quality and experiential value to customer's retention. Research design, data, and methodology: The hypotheses have been tested after analyzing the data of a survey among 405 consumers exiting stores representing various retailing stores in Tunisia. A Structural model have been finally verified by a path analysis after applying a confirmatory factorial analysis. Multigroup analyses on AMOS allowed to verify the moderation of store types. Results: Results mainly show that patronage intention is affected by the experiential perceived value dimensions. The latter is a direct consequence of ISQ and an indirect outcome of perceived shopping environment. The impact of value, environment and ISQ is moderated by the store type.

• Journal of KIISE
• /
• v.44 no.5
• /
• pp.449-459
• /
• 2017

Data Distribution Service (DDS) is a communication middleware that supports a flexible, scalable and real-time communication capability. This paper describes several techniques to improve the performance of DDS middleware. Detailed events for the internal behavior of the middleware are defined. A DDS message is disassembled into several submessages of independent, meaningful units for event-driven structuring in order to reduce the processing complexity. The proposed technique of history cache management is also described. It utilizes the fact that status access and random access to the history cache occur more frequently in the DDS. These methods have been implemented in the EchoDDS, the DDS implementation developed by our team, and it showed improved performance.