• 산업경영시스템학회지
• /
• 제31권2호
• /
• pp.122-131
• /
• 2008

The purpose of this study is to find out the factors of customer satisfaction as the critical success factors of mobile banking. Based on previous exploratory work and a review of the literature of customer satisfaction, nine key factors are identified: perceived usefulness, perceived easy of use, perceived ubiquity, perceived safety, perceived tangibles, perceived reliability, perceived responsiveness, perceived assurance, and perceived empathy. A conceptual model is developed and hypotheses are empirically examined using multiple regression analysis. The result of this research are summarized as follows: First, perceived usefulness, perceived easy of use, perceived safety, and perceived empathy have significant influence on customer satisfaction. Second, customer satisfaction has significant influence on reuse intention and word-of-mouth intention.

• 대한안전경영과학회지
• /
• 제24권3호
• /
• pp.85-92
• /
• 2022

In the case of incumbent training, unlike training for the unemployed, it is difficult to show the results of training. In this study, factors affecting the performance of vocational competency development training were selected and the main factors were derived. Data were collected through Focus Group Interview(FGI), and regression analysis was performed through factor analysis and reliability analysis. As a result, empathy, training participation type, reliability, working experience, and training operation type were derived as factors affecting job satisfaction. did. Confidence and training participation patterns were derived as factors affecting training satisfaction, and the results showed that the larger the variable, the more positive it was. Therefore, as factors affecting the vocational competency development training performance, there are empathy, training participation type, reliability, work experience, training operation type, certainty, and training participation type. It was confirmed that the results had an effect.

• 대한안전경영과학회지
• /
• 제10권4호
• /
• pp.209-218
• /
• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• 서비스연구
• /
• 제14권1호
• /
• pp.1-12
• /
• 2024

푸드테크 산업 중 서비스 로봇 시장이 커짐에 따라 외식산업의 소비자 행동의도에 영향을 끼치는 로봇 서비스의 품질이 중요하다. 식당 서빙로봇은 직원의 업무를 줄여주기도 하지만, 서비스 실패에 따른 대응이 되지 않기 때문에 고객의 불만족은 물론 직원의 업무를 늘리기도 한다. 주문과 서빙 기능 외에 서비스 품질을 높이기 위해서 직원처럼 서비스 실패 후 복구 노력, 과정의 공정성, 공감, 대응성, 확신성에 대한 기능도 요구된다. 이에 우리는 식당 서빙 서비스 실패 유형을 내적, 외적요인으로 가정하고, 서비스에 실패했을 때 직업 윤리적인 태도로 대응할 수 있도록 직업윤리적 공감모듈이 있는 서빙로봇을 개발했다. 이때 서빙로봇의 표정과 액션은 평상 서비스 모드에 실패복구 노력과 공감을 반영한 실패 모드를 추가하여 개발하였으며, 두 유형의 서비스 실패에 따른 서빙로봇의 직업 윤리적 공감 대응 여부가 로봇평가에 유의미한지를 실험하였다. 실험참가자들은 로봇 실수보다 다른 고객의 실수에 따른 서비스 실패에 더 불편해했으며, 서빙로봇의 직업윤리적 공감과 대응은 적절했다고 응답하였다. 또한 직업윤리적 공감 모듈의 장착여부에 따라 로봇 호감도는 차이가 없지만 안전성은 유의미한 차이를 보였다. 생성형 인공지능을 활용하여 직업윤리적 공감 대응 모듈을 탑재한다면, 국내 서빙로봇산업과 시장은 더욱 성장할 수 있을 것이다.

• Management Science and Financial Engineering
• /
• 제13권2호
• /
• pp.79-97
• /
• 2007

This paper investigates the relationship of service quality and user satisfaction in the wired and mobile Internet services based on the integrative framework of both systems. Given a moderate level of reliability and validity, the commonly driven dimensions for measuring service quality include responsiveness, assurance, empathy, convenience, usefulness, and diversity. User satisfaction is measurable by the dimensions of communication/entertainment, finance/economics, location/geography, and information/consulting. We apply the MANOVA tests to evaluate whether each of the service quality dimensions has an overall influence on user satisfaction. Next, multiple regression analyses are conducted to check if unique positive effect exists between each combination of service quality dimensions and user satisfaction dimensions. The results show that service quality must be taken care of with respect to the assurance dimension in order to enhance customer satisfaction in the dimensions of location/geography, which will contribute to increasing the utilization of mobile service. For improving user satisfaction in the dimension of information/consulting, service quality must be supported with respect to assurance and empathy in the mobile Internet market, in addition to diversity, which is the only significant service quality in the wired Internet service.

• Industrial Engineering and Management Systems
• /
• 제15권3호
• /
• pp.251-258
• /
• 2016

Companies have developed a keen interest in bolstering their CSR activities. Especially in Japan, CSR is strongly associated with social contribution and $m{\acute{e}}c{\acute{e}}nat$ activities. On the other hand, the primary purpose of companies is to provide their products and services to consumers and thereby return value to their shareholders through sales and profits. It is, however, difficult to estimate directly the relationship between CSR and sales/profits. This study focuses particularly on CSR activities related to environmental and consumer issues and community involvement and development. It is also analyzed the relationship between the degree of CSR empathy and product purchase motivation. For accomplishment the purpose, a questionnaire is designed that elicits the respondent's degree of purchase intention and empathy toward CSR activities supported through sales. The object industry for questionnaires is TV maker. For results of the questionnaire, a covariance structure analysis is conducted to understand potential relationships among CSR activities, sales, and disposable budget. Through this study, it is able to clear the relationship between CSR activities and sales/profits. It is one of the advice to future prospect, strategy and CSR concept for the companies.

• 품질경영학회지
• /
• 제49권4호
• /
• pp.483-503
• /
• 2021

Purpose: The purpose of this study is to investigate the service quality factors in terms of customer trust, satisfaction and loyalty of the Korean telecommunication companies(SKT, KT, LG U+). Specifically, this study presents new business strategies of the each company, thereby pursuing the innovation for mature stage. Methods: To analyze the telecommunication service quality factors that contribute to customer trust, satisfaction and loyalty, this study conducted a survey targeting customers of each company. Using the data collected, the research model was built, and empirical analysis was performed through statistical processing to verify the model. Furthermore, the clarification of each hypothesis were held including the comparison analysis of each company data. Results: The results of this study are as follows; (1) When it comes to total dataset, all quality factors including trust, satisfaction and loyalty showed significant relationship, accepting every hypothesis. (2) However, for SKT and LG U+, empathy showed no significant impact on trust while the others showed significant effect. (3) Finally for KT, all service quality factors such as responsiveness, empathy, security, and customer enablement had a significant effect on trust. Conclusion: As the development of platform industry are intensified, telecommunication companies are required to manage service quality factors thoroughly, especially focusing on customer privacy and security.

• 한국정보통신학회논문지
• /
• 제26권8호
• /
• pp.1148-1157
• /
• 2022

2019년 코로나로 인하여 사람들의 많은 생활에 변화를 주었다. 그중 메타버스는 다양한 방식을 통한 비대면 서비스를 지원하여 일상에서 하던 일을 대체하고 있다. 이런 현상은 코로나19의 장기화로 하나의 문화처럼 만들어지고 형성되었다. 본 논문은 메타버스의 재미요인을 알기 위해 기존 게임에서 사용한 재미요소를 정리하여 전문가 5명과 함께 항목, 내용을 메타버스에 맞게 재분류하였다. 분류는 재매개성을 사용하여 분류하였고 감각적 재미[시각(그래픽), 청각, 텍스트, 조작, 감정이입, 유희, 시점], 도전적 재미[몰입, 도전, 성취, 발견, 스릴, 보상, 문제해결], 상상적 재미[새로운 이야기, 사랑, 자유도, 대리자아, 기대감, 변화], 사회적 재미[규칙, 경쟁, 사회적 행위, 지위, 협동, 참여, 교류, 소속, 화폐거래], 상호작용적 재미[의사결정, 커뮤니케이션 공유, 하드웨어, 감정이입, 육성, 자율성], 현실적 재미[현실 일체감, 학습 용이성, 순응, 지적문제해결, 패턴 인식, 실재감, 커뮤니티], 창조적 재미[응용, 창조, 커스텀마이징, 가상세계]로 구분하였다.

• 산업경영시스템학회지
• /
• 제35권3호
• /
• pp.148-154
• /
• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• 산업경영시스템학회지
• /
• 제28권4호
• /
• pp.7-13
• /
• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.