• Culinary science and hospitality research
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• v.21 no.1
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• pp.174-190
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• 2015

This study looks at a causal relationships between service quality and behavior intention(re-visiting, recommendation, loyalty) to attract customers and make them loyal customers in the context of Japanese restaurants. The study includes 250 consumers who have experience in Japanese restaurants located in Busan to conduct survey for empirical testing. To achieve the purpose of current study, frequency test, multiple/simple regression analysis, and factor analysis were conducted with SPSS 18.0 statistical program. Structure Equation Model analysis has been employed for hypothesis testing. Results showed that the service of employee has been recognized as an primary factor among elements of Japanese restaurants' service quality to satisfy customer, and employee's service is the strongest affecting factor to consumers' behavioral intention as well. In addition, the food quality identified as an the strongest factor that affects behavior intention, whereas physical environment is the lowest factor. It can be interpreted that the quality of food is very important element to make their consumers revisit or recommend the restaurant to others. In this study, especially, the service of the employee has been identified as an key factor to customer satisfaction and behavioral intention. Therefore, CEO or restaurateurs of Japanese restaurants have to consider the importance of service quality and food quality to make more patrons as well as their business success.

• Journal of Korean society of Dental Hygiene
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• v.3 no.2
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• pp.209-220
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• 2003

The purpose of this study was to examine how clients who visited dental institutions perceived client services, what sorts of client services were provided to them and to what extent they were satisfied with them. It's ultimately meant to seek ways to enhance and enlarge client services. A survey was conducted on 379 residents who used dental institutions in Seoul and Gyeonggi provinces, and the findings of this study were as follows: 1. 64.6 percent of the people investigated weren't aware of client services, and 33.0 percent viewed them as part of medical services. 77.5 percent had grievances about dental institutions they'd ever used. 2. The biggest complaint was that the dental treatments they received weren't covered by the dental insurance. As for how to solve their grievances, the largest group of them told the employees of the dental institutions about their complaints or didn't use them again. When asked whether the dental institutions took any steps to get rid of their grievances, the greatest group replied they had no idea. and the second largest group answered they took no measure. 3. By age and educational level, those who were in their 60s and up and stopped at elementary school were best cognizant of client services. Among client service variables, they were most satisfied with how the employees handled their complaints, and as to overall satisfaction, their willingness to revisit ranked highest. 4. Concerning connections among client service awareness, service variables and overall satisfaction level, their awareness of client services had a positive correlational relationship with every service variable and satisfaction level. Among the service variables, prompt client services and employee attitude were positively correlated to overall satisfaction level, but service procedure, facilities and information services exercised little impact on that. 5. As for what factors affected their content with client services, their client service awareness was identified as one of the important factors to influence their use of dental institutions, the outcome of their visit and their willingness to revisit. The above-mentioned findings suggested that dental institutions should strengthen publicity activities to inform people of client services, and encourage them to express their grievances. In addition, they should take an immediate action to remove their complaints, and try to get a successful feedback to offer higher-quality medical services and customer-oriented services.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.2
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• pp.33-56
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• 2005

The purpose of this study is to understand the critical role of customers' perceived service quality. in relationship marketing. This paper examined the relationships of service quality with customer satisfaction, and investigated the effects of trust and commitment. Data were collected from 242 people at hotel located in Taegu city. LISREL provided satisfactory model-fits in measurement model and structural equation model. The empirical results indicated that first, service quality takes strong effect on customer satisfaction and trust but not on commitment. Second, trust and commitment are importantly influenced by customer satisfaction. Third, service quality was found to indirectly contribute to trust and commitment. Finally, customer satisfaction is effective mediators linking service quality to trust and commitment. The effects of these variables on trust and commitment, which are based on social exchange theory, were empirically confirmed.

• Culinary science and hospitality research
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• v.21 no.5
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• pp.38-49
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• 2015

The purpose of this study was to investigate tangible clues influence on perceived risk and overall satisfaction of customers at family restaurant in South Korea. In this research overall CFA and SEM were employed to analyze the data. Tangible clues were divided to 3 factors and perceived risk to 6 factors. Tangible clue 1 'physical evidence', had negative(-) influence on financial risk(p<0.01), performance risk(p<0.01) and psychological risk(p<0.001). Tangible clue 2 'employee' affected negatively(-) time risk(p<0.001), performance risk(p<0.001), psychological risk(p<0.01) and social risk(p<0.001). And tangible clue 3 'service process' influenced negatively(-) physical risk(p<0.01), time risk(p<0.05), financial risk (p<0.001) and performance risk(p<0.01). And among customer's perceived risks, 3 factors(time risk~p<0.001, performance risk~p<0.001, social risk~p<0.001) influenced negatively(-) their overall satisfaction. Through these results, it appears that customers perceive various tangible clues and risks at family restaurants. And they are likely to satisfy or dissatisfy according to their perceived risks. As a result, food service companies need to research various customers' perceived risks as important marketing strategy, and reduce them for increase and induction of customers' satisfaction.

• Journal of Digital Convergence
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• v.19 no.12
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• pp.261-271
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• 2021

This study was conducted to empirically analyze the effect of the physical work environment of SMEs on work satisfaction and work performance. For the research, the physical work environment was subdivided into Focusing on Personal Working space, co-working space, and amenity space to establish a research model. For empirical analysis, a questionnaire survey was conducted targeting small and medium-sized enterprises(SMEs) workers. 250 valid copies were taken for analysis. Hypotheses were tested by multiple regression using SPSS 24. The study results were as follows. Focusing on Personal working space, co-working space, and amenity space all had a significant positive (+) effect on job satisfaction of SME employees. In addition, Focusing on personal working space, co-working space had a significant positive (+) effect on job performance. Amenity space was not tested for a significant influence on job performance. The contribution of this study was to identify the causal relationship between the physical work environment and the employee's job satisfaction and job performance in the absence of studies. In future research, it is ultimately necessary to identify the relationship with the business performance of a company.

• East Asian Journal of Business Economics (EAJBE)
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• v.1 no.1
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• pp.1-7
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• 2013

Purpose: Organizational justice is not considered as objective variable, but considerably, it is the employee's perceptions about an organization. Since the last four decades, researchers endorsed the significant importance of organizational justice on motivation and work behaviours like turnover intentions, trust, motivation, organizational commitment, job satisfaction, in-role and organizational citizenship behaviour. Accordingly, scant literature is available on procedural justice - organizational citizenship behaviour via mediating role of leader-member exchange (LMX) in higher education context especially in Asian countries like Pakistan. Research Design, Data and Methodology: Cross - sectional study design was used and data was collected from the 452 permanent and contractual teaching faculty serving in different positions at private and public sector degree awarding institutes / universities accredited by Higher Education Commission (HEC) of Pakistan. Mediated regression analysis, as proposed by Baron and Kenny (1986), was employed to address the research hypothesis. Results: Results showed that procedural justice and LMX was positively impacted on OCB and LMX also fully mediates the relationship of procedural justice and organizational citizenship behaviour (OCB). Conclusion: The result indicated that LMX fully mediates the relationship of procedural justice and organizational citizenship behaviour.

• Journal of Korean Public Health Nursing
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• v.28 no.3
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• pp.553-564
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• 2014

Purpose: The aim of this study is to identify the expectations and perceptions of health center users as to the services. SERVQUAL scale was used for measurement of service quality. The purpose of this study is to offer baseline data for improving the quality of health care services. Methods: The subjects were users of a health center in S City in Kangwon-do; 170 people participated in this study. Results: Regarding service quality depending on general characteristics, the following results were obtained. First, there were statistically significant differences depending on the gender, purpose of visit, and satisfaction in the health center. Second, the services fell short of the expectations. Third, the quality of 'safe, accurate services' scored the highest, while 'empathy and friendliness' scored the lowest. Fourth, 'internal, external environment of the health center' scored the highest, while 'courtesy of staff' scored the lowest. There were no statistically significant differences. Conclusion: Based on the findings, the following are suggested. First, employee education should be provided for development of empathy and interaction with patients; those are the weakest areas in the health care services. Second, a system allowing patients to understand and participate in their treatment should be developed.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.394-403
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• 2016

This research aimed at comprehending influence among education participants' characteristics (followership, sense of community, conscientiousness), organizational effectiveness, and investigating mediation role of communication. The results are as follows: First, followership and sense of community play an important role for communication. But conscientiousness did not affect communication. Second, communication has directly affected job satisfaction and organizational commitment. Third, the relation between education program characteristics and organizational effectiveness were mediated by communication. The findings of this study suggest the educational program is designed and developed based on employee's attitude of mind.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.1
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• pp.291-299
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• 2020

The purpose of this study focuses on finding the influences of social capital on personal happiness by studying service industry employees. This current study utilized a questionnaire survey method which was used to collect the analysis data, from July 20 to August 10 in 2019. 281 questionnaires were gathered in Korea and the statistical analysis was conducted. This study recognized social capital as 3 independent variables and personal happiness as a dependent variable. Social capital is composed of the social network, social trust and social norms. First, the social network consisted of the satisfaction degree in one's social relations and the social interaction degree. Second, social trust is composed of the trust degree with ones neighbors in the same local area. Last, social norms are consisted of reciprocity, participation and a sense of belonging one feels in the same society. The findings of this study were as follows: first, it was found that social network, social trust, and social norms made affirmative influences on personal happiness of the employees. Second, the social network and social norms made statistically significant influences with personal happiness, but social trust was shown to not have similar influence.

• Korea Journal of Hospital Management
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• v.4 no.2
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• pp.1-20
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• 1999

Objectives: Quality of Working Life(QWL) is a set of employee's physical, mental conditions which are perceived at their work. Most employees and managers are concerned about the quality of working life as a strategy for improving organizational effectiveness. The purpose of this study is to investigate the relationship between QWL and organizational effectiveness of employees at the general hospital. Methods : Data were collected by self-administered questionnaires at the general hospital in Kyunggi-Do. Survey was conducted to 675 workers. QWL was measured by using 5 items from the scale developed by Walton(1973). Organizational effectiveness was measured by measuring organizational commitment, intention of job-shift, and job satisfaction. Results: The recognitions to each component of QWL were significantly different by socio-demographic characteristics such as sex, age, education levels and working duration. Also, QWL were significantly different by types of organizational culture. Multiple regression analysis and multiple logistic regression analysis were applied to find the relationship of QWL and organizational effectiveness. As a result, job-pride, compensation, working condition, human relationship and development showed significant relationship with organizational effectiveness. Conclusions: These results show that QWL is significantly related to organizational effectiveness. So we expect that this result will be used as basic informations for management and motivation of employees at the general hospital.