• 한국식품영양학회지
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• 제20권4호
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• pp.509-515
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• 2007

The purpose of this study was to determine the service quality satisfier and dissatisfier factors of family restaurants in Korea by using a qualitative research method, the critical incident technique(CIT). The CIT helps researchers find new factors or attributes by grouping key issues and categorizing common factors from the raw data, critical incidents which critically satisfied or dissatisfied customers. The respondents must describe the incidents in details. There are many previous studies on the attributes related to service qualities, selections, and revisiting intentions and the relationships between the attributes. These studies offer many insights for general trends and directions for managing service qualities, but not how to improve service quality practically. It is difficult to know specific service quality factors especially influencing Korean customers because the factors come from previous research and not from the respondents themselves. Therefore, this research categorized key satisfier and dissatisfier factors from 402 critical incidents described by 261 respondents into 5 groups and 33 subcategories. Real cases and examples are also explained that either critically satisfied for dissatisfied customers at family restaurants.

• 한국의상디자인학회지
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• 제4권2호
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• pp.103-126
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• 2002

The purpose of this study was to examine the consumer's quality evaluation on the apparel of adult males and females. A demonstrative study was conducted using a questionnaire on adults over 20 years old who were considered to afford to purchase clothes. A total of 380 questionnaires were used for the demonstrative analysis. The study used SPSSWIN V.8.0 for the analysis. Frequency analysis, ANOVA, t-test, multiple regression analysis, and duncan test are executed. The study result is as follows: First, 19 attributes of customer quality perception are grouped into 2 categories of satisfier, dissatisfier factor by the role of each attribute. Second, significant differences are found partly in quality indications- including fabric compositions, sizes, fabric care, manufactured-place, and the place of origin, the importance degree of indication and general satisfaction in quality indicating system.

• 한국비블리아학회지
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• 제23권1호
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• pp.215-234
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• 2012

본 연구는 도서관 서비스 품질이 이용자 만족도에 미치는 영향력의 비대칭성 여부를 실증적으로 검증해보고 고객만족도 증진을 위한 개선전략을 도출하는 것을 목적으로 한다. 비대칭성 검증은 Kano의 서비스 3요인 이론을 기반으로 수행하였고, 자료의 분석을 위해 다중회귀분석이 실시되었다. 분석결과 총 22개의 품질 속성 중에서 기본요인(8개), 성과요인(12개), 감동요인(2개)이 도출되었다.