• Title/Summary/Keyword: Dimension measuring

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Measuring Health Related Quality of Life of General Adult Population in One Metropolitan City using EQ-5D (EQ-5D를 이용한 일개 광역시 성인의 건강관련 삶의 질 측정)

  • Jo, Min-Woo;Lee, Sang-Il;Kil, Seol-Ryoung;Lee, Ji Ho;Kang, Wee-Chang;Sohn, Hae-Sook;Yoo, Cheol-In
    • Health Policy and Management
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    • v.18 no.3
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    • pp.18-40
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    • 2008
  • Measurements of health related quality of life can be used to compare patients with specific conditions to average individuals in the general population in a similar age and gender group. However there are few data available regarding health related quality of life for the general population of Korea. Therefore, this study was conducted to examine the validity of the Korean version of EQ-5D and to measure the health related quality of life of the general adult population in a metropolitan city. The survey was cross-sectional and employed a stratified and multistage sampling design through 100 examination sites in 5 districts of UIsan. A total of 12,644 individuals from 4,112 households participated in the survey. Of these, we analyzed data from 8,068 adults who were over 19 years old and completed the EQ-5D. To examine the validity of the questionnaire, the differences in 5 dimensions and the $EQ-5D_{index}$ were analyzed with regard to demographic and socioeconomic factors such as sex, age, income, and education. In addition, visual analogue scales (VAS) were used to evaluate the overall health related quality of life issues of the respondents. The level of health related quality of life of the general adult population was then compared with the results from the third Korean National Health and Nutrition Examination Survey and other countries. There were a small number of people with problems related tomobility, self-care, and usual activity. In addition, many people complained ofpain/discomfort and anxiety/depression. The complaint rate in each dimension, VAS, and $EQ-5D_{index}$ indicated relatively better states for males, the younger group, the higher income group, and the higher education group. In addition, the level of health related quality of life of the general population of Ulsan was relatively higher than that of Koreans nationwide as well as the populations of other countries. EQ-SD provided a valid measure of the health-related quality of life of the general adult population. In addition, the results of a survey of Ulsan revealed that the quality of life of its population is better than that of the overall population of Korea and of the populations of other countries.

An Image Processing System for the Harvesting robot$^{1)}$ (포도수확용 로봇 개발을 위한 영상처리시스템)

  • Lee, Dae-Weon;Kim, Dong-Woo;Kim, Hyun-Tae;Lee, Yong-Kuk;Si-Heung
    • Journal of Bio-Environment Control
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    • v.10 no.3
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    • pp.172-180
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    • 2001
  • A grape fruit is required for a lot of labor to harvest in time in Korea, since the fruit is cut and grabbed currently by hand. In foreign country, especially France, a grape harvester has been developed for processing to make wine out of a grape, not to eat a fresh grape fruit. However, a harvester which harvests to eat a fresh grape fruit has not been developed yet. Therefore, this study was designed and constructed to develope a image processing system for a fresh grape harvester. Its development involved the integration of a vision system along with an personal computer and two cameras. Grape recognition, which was able to found the accurate cutting position in three dimension by the end-effector, needed to find out the object from the background by using two different images from two cameras. Based on the results of this research the following conclusions were made: The model grape was located and measured within less than 1,100 mm from camera center, which means center between two cameras. The distance error of the calculated distance had the distance error within 5mm by using model image in the laboratory. The image processing system proved to be a reliable system for measuring the accurate distance between the camera center and the grape fruit. Also, difference between actual distance and calculated distance was found within 5 mm using stereo vision system in the field. Therefore, the image processing system would be mounted on a grape harvester to be founded to the position of the a grape fruit.

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A Way of Measuring Political Leaders′ Image: In Case of College Students (정치지도자들의 이미지 측정방법 연구: 사회정체성에 관한 대학생 조사자료를 중심으로)

  • 이명진;최샛별
    • Survey Research
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    • v.5 no.1
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    • pp.51-78
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    • 2004
  • This paper examines political leaders' image based on the concepts of social identity and distance. These concepts come from the two ideas: (1) Individuals create events to confirm the sentiments that they have about themselves and others in the current situation. (2) During this process structured sets of beliefs (social identity) about attributes of various entities are formed. Statistical analysis of the data from college students in Seoul offers three main findings. First, attributes clustered into four major groups-sociability, responsibility, power and activity. Sociability concerns as sense of approval or disapproval that can elaborated into closeness and intimacy. Responsibility relates to the judgement of morality, public obligation, or other standards. Power refers to social power, physical magnitude and so on. Activity indexes an entity's spontaneity, which can be elaborate into judgements of agency, speed and so on, Second, respondents evaluate negatively political leaders at the dimensions of sociability, responsibility, and activity, They are positively evaluated only at the dimension of power. Third, political leaders who are felt to be closer than others seem to have more political support nowadays.

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An Error Analysis of the 3D Automatic Face Recognition Apparatus (3D-AFRA) Hardware (3차원 안면자동분석 사상체질진단기의 Hardware 오차분석)

  • Kwak, Chang-Kyu;Seok, Jae-Hwa;Song, Jung-Hoon;Kim, Hyun-Jin;Hwang, Min-Woo;Yoo, Jung-Hee;Kho, Byung-Hee;Kim, Jong-Won;Lee, Eui-Ju
    • Journal of Sasang Constitutional Medicine
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    • v.19 no.2
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    • pp.22-29
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    • 2007
  • 1. Objectives Sasang Contitutional Medicine, a part of the traditional Korean medical lore, treats illness through a constitutional typing system that categorizespeople into four constitutional types. A few of the important criteria for differentiating the constitutional types are external appearances, inner state of mind, and pathological patterns. We had been developing a 3D Automatic Face Recognition Apparatus (3D-AFRA) in order to evaluate the external appearances with more objectivity. This apparatus provides a 3D image and numerical data on facial configuration, and this study aims to evaluate the mechanical accuracy of the 3D-AFRA hardware. 2. Methods Several objects of different shapes (cube, cylinder, cone, pyramid) were each scanned 10 times using the 3D Automatic Face Recognition Apparatus (3D-AFRA). The results were then compared and analyzed with data retrieved through a laser scanner known for its high accuracy. The error rates were analyzed for each grid point of facial contour scanned with Rapidform2006 (Rapidform2006 is a 3D scanning software that collects grid point data for contours of various products and products and product parts through 3D scanners and other 3D measuring devices; the grid point data thusly acquired is then used to reconstruct highly precise polygon and curvature models). 3. Results and Conclusions The average error rate was 0.22mm for the cube, 0.22mm for the cylinder, 0.125mm for the cone, and 0.172mm for the pyramid. The visual data comparing error rates for measurement figures retrieved with Rapidform2006 is shown in $Fig.3{\sim}Fig.6$. Blue tendency indicates smaller error rates, while red indicates greater error rates The protruding corners of the cube display red, indicating greater error rates. The cylinder shows greater error rates on the edges. The pyramid displays greater error rates on the base surface and around the vertex. The cone also shows greater error around the protruding edge.

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A STUDY ON OSTEOBLAST-LIKE CELL RESPONSES TO SURFACE-MODIFIED TITANIUM

  • Hong Min-Ah;Kim Yung-Soo;Kim Chang-Whe;Jang Kyung-Su;Lee Jae-Il
    • The Journal of Korean Academy of Prosthodontics
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    • v.41 no.3
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    • pp.300-318
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    • 2003
  • Statement of problem: The success of implants depends on intimate and direct contact of implant material on bone tissue and on functional relationship with soft tissue contact. Creation and maintenance of osseointegration depend on the understanding of the tissue's healing, repairing, and remodeling capacity and these capacities rely on cellular behavior. Altering the surface properties can modify cellular responses such as cell adhesion, cell motility, bone deposition, Therefore, various implant surface treatment methods are being developed for the improved bone cell responses. Purpose: The purpose of this study was to evaluate the responses of osteoblast-like cells to surface-modified titanium. Materials and Methods: The experiment was composed of four groups. Group 1 represented the electropolished surface. Group 2 surfaces were machined surface. Group 3 and Group 4 were anodized surfaces. Group 3 had low roughness and Group 4 had high roughness. Physicochemical properties and microstructures of the discs were examined and the responses of osteoblast-like cells to the discs were investigated. The microtopography was observed by SEM. The roughness was measured by three-dimension roughness measuring system. The microstructure was analyzed by XRD, AES. To evaluate cell responses to modified titanium surfaces, osteoblasts isolated from calvaria of neonatal rat were cultured. Cell count, morphology, total protein measurement and alkaline phosphatase activities of the cultures were examined. Results and Conclusion: The results were as follows 1. The four groups showed specific microtopography respectively. Anodized group showed grain structure with micropores. 2. Surface roughness values were, from the lowest to the highest, electropolished group, machined group, low roughness anodized group, and high roughness anodized group. 3. Highly roughened anodized group was found to have increased surface oxide thickness and surface crystallinity. 4. The morphology of cells, flattened or spherical, were different from each other. In the electropolished group and machined group, the cells were almost flattened. In two anodized groups, some cells were spherical and other cells were flattened. And the 14 day culture cells of all of the groups were nearly flattened due to confluency. 5. The number of attached cells was highest in low roughness anodized group. And the machined group had significantly lower cell count than any other groups(P<.05). 6. Total protein contents showed no difference among groups. 7. The level of alkaline phosphatase activities was higher in the anodized groups than electropolished and machined groups(P<.05).

The Correlation between Radiologic Findings and Clinicopathological Prognostic Factors in Small Peripheral Adenocarcinoma of Lung (말초 폐 발생 소형 선암에서 화상적 소견과 병리적, 임상적 예후와의 관계)

  • Park, Jae-Kil;Cho, Kyu-Do;Park, Kuhn;Moon, Seok-Whan;Rha, Suk-Joo;Choi, Si-Young;Jung, Jung-Im
    • Journal of Chest Surgery
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    • v.37 no.5
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    • pp.423-431
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    • 2004
  • Background : Tumor size in lung cancer is not as good a prognostic factor for adenocarcinoma as it is for other types of lung cancer; therefore it is difficult to estimate the prognosis preoperative. However, there have recently been some reports on the radiologic findings correlating to the clinicopathologic prognostic factors in peripheral small adenocarcinoma of lung. We tried to evaluate the prognostic importance of High-Resolution CT (HRCT) findings of such adenoearcinoma, Material and Method: One houndred and seventy-six surgically resected small peripheral adenocarcinoma measuring 3 cm or less in greatest dimension were reviewed radiologically and clinicopathologically. Result: The patients with greater extent of ground-glass attenuation (GGA) had better clinico-pathological factors. The tumors with gross appearance of GGA or bubble-like shape showed better clinicopathological prognostic factors than scar-like or solid shape. Conclusion: HRCT findings of small peripheral adenocarcinomas of the lung correlated well with the histologic and clinical prognostic factors. We can predict the post-operative prognosis with the radiologic findings.

Topographical Analysis of the Potholes in Jakgwaecheon Stream in Ulsan (울산 작괘천의 포트홀에 관한 지형분석)

  • Kim, Tae-hyeong;Kong, Dal-yong;Lim, Jong-deock;Jung, Seung-ho;Yu, Yeong-wan
    • Korean Journal of Heritage: History & Science
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    • v.46 no.3
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    • pp.68-77
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    • 2013
  • This report is based on the investigation of potholes which are formed by fluvial erosion. A pothole is called so because it is a hole that looks like a coffeepot. The results of previous studies are applied to the 'Jakgwaecheon Porthole' of this study. The study is focused on the dimension and morphology of the Pothole and investigates the effects of stream sediments, river flow, geological structural lines, etc. on the formation of potholes. As a result of measuring 61 potholes in this area, we recognized that the elliptical dish-shaped cross sections are dominant and inferred that their longitudinal direction on the plain is affected by the direction of the stream flow. Also, 'Jakgwaecheon Pothole' is very characterized in terms of scale and morphology. Furthermore, it is harmonious with the beautiful landscape, humanity, and historical values and it can be suggested that it is qualified to be registered as a geoheritage structure.

Developing the Indicator System for Diagnosing the National Status Quo of Science Culture (국가 수준의 과학문화 실태 진단을 위한 지표 체제 개발)

  • Song, Jin-Woong;Choi, Jae-Hyeok;Kim, Hee-Kyong;Chung, Min-Kyung;Lim, Jin-Young;Cho, Sook-Kyoung
    • Journal of The Korean Association For Science Education
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    • v.28 no.4
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    • pp.316-330
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    • 2008
  • During the past two decades or so, science (or scientific or scientific & technological) culture has become one of the main themes not only of policy makers but also of science educators. Although, the idea of science culture has been taken as a desirable goal, there is little agreement about what it means and how to measure it. Particularly in Korea, there has been a rapid growth of science culture projects and programs, either by governmental or non-governmental, but with little systemic monitoring and evaluation for its practice. The purpose of this study is, thus, to explore a model of measuring science culture and develop a comprehensive indicator system for it. We reviewed many literatures on definitions of science culture and the surveys for related terms, particularly, of recent national and international surveys (e.g. US Science and Engineering Indicators, Eurobarometer, Japanese Science and Technology Indicators). Based on this review, a model for science culture is proposed and then used to define the Science Culture Indicators (SCI). This model encompasses two dimensions(i.e. individual and social), which are further divided into two aspects (i.e. potential and practice). Each dimension is expected to represent citizen literacy of and national infrastructure of science culture respectively. Each category in this $2{\times}2$ matrix is further divided into several sub-categories. The discussion concerning how the model and the indicators can be used to check the states of science culture at social as well as individual levels will be given with some concrete examples, such as indicators particularly related to science education.

The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010
  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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  • The Effect of E-SERVQUAL on e-Loyalty for Apparel Online Shopping (재망상복장구물중전자(在网上服装购物中电子)E-SERVQUAL 대전자충성도적영향(对电子忠诚度的影响))

    • Kim, Eun-Young;Jackson, Vanessa P.
      • Journal of Global Scholars of Marketing Science
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      • v.19 no.4
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      • pp.57-63
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      • 2009
    • With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic commerce. Therefore, this study explores e-service quality (E-SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al' s (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and two aspects of core and recovery services were identified. This study hypothesized that E-SERVQUAL has an effect on e-loyalty; customer satisfaction has a positive effect on e-service loyalty for apparel online shopping; and customer satisfaction mediates in the effect of E-SERVQUAL on e-loyalty for apparel online shopping. A self-administered questionnaire was developed based on literatures. A total of 252 usable questionnaires were obtained from online consumers who had purchase experience with online shopping for apparel products and reside in standard metropolitan areas, in the United States. Factor analysis (e.g., exploratory, confirmatory) was conducted to assess the validity and reliability and the structural equation model including measurement and structural models was estimated via LISREL 8.8 program. Findings showed that the E-SERVQUAL of shopping websites for apparel consisted of five factors: Compensation, Fulfillment, Efficiency, System Availability, and Responsiveness. This supports Parasuraman (2005)'s E-S-QUAL encompassing two aspects of core service (e.g., fulfillment, efficiency, system availability) and recovery related service (e.g., compensation, responsiveness) in the context of apparel shopping online. In the structural equation model, there are five exogenous latent variables for e-SERVQUAL factors; and two endogenous latent variables (e.g., customer satisfaction, e-loyalty). For the measurement model, the factor loadings for each respective construct were statistically significant and were greater than .60 and internal consistency reliabilities ranged from .85 to .88. In the estimated structural model of the e-SERVEQUAL factors, the system availability was found to have direct and positive effect on e-loyalty, whereas efficiency had a negative effect on e-loyalty for apparel online shopping. However, fulfillment was not a significant predictor for explaining consequences of E-SERVQUAL for apparel online shopping. This finding implies that perceived service quality of system available was likely to increase customer satisfaction for apparel online shopping. However, it was not supported that e-loyalty was determined by service quality, because service quality has an indirect effect on e-loyalty (i.e., repurchase intention) by mediating effect of value or satisfaction in the context of online shopping for apparel. In addition, both compensation and responsiveness were found to have a significant impact on customer satisfaction, which influenced e-loyalty for apparel online shopping. Thus, there was significant indirect effect of compensation and responsiveness on e-loyalty. This suggests that the recovery-specific service factors play an important role in maximizing customer satisfaction levels and then maintaining customer loyalty to the online shopping site for apparel. The findings have both managerial and research implications. Fashion marketers can establish long-term relationship with their customers based on continuously measuring customer perceptions for recovery-related service quality, such as quick responses to problem and returns, and compensation for customers' problem after their purchases. In order to maintain e-loyalty, recovery services play an important role in the first choice websites for consumers to purchase clothing. Given that online consumers may shop anywhere, a marketing strategy for improving competitive advantages is to provide better service quality, maximize satisfaction, and turn to creating customers' e-loyalty for apparel online shopping. From a researcher's perspective, there are some limitations of this research that should be considered when interpreting its findings. For future research, findings provide a basis for the further study of this important topic along both theoretical and empirical dimensions. Based on the findings, more comprehensive models for predicting E-SERVQUAL's consequences can be developed and tested. For global fashion marketing, this study can expand to a cross-cultural approach into e-service quality for apparel by including multinational samples.

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