• 유통과학연구
• /
• 제16권11호
• /
• pp.47-56
• /
• 2018

Purpose - In this research, the expectation level of service of Incheon International Airport was investigated. Service expectation level is critical to the customers' satisfaction and should be managed. Regarding the expectation level of service, the concepts have been defined and introduced by some researchers including Zeithaml, Berry, and Parasuraman (1993). However, due to the difficulties of measuring the level, researches on the expectation level of service have been limited. The main reason of difficulties of measuring the effects is that desired service, adequate service, perceived service, predicted service which are the conceptual components of the expectation level of service are psychologically described concepts and thus are hard to set up standards and to measure numerically. All that one can discern is that desired service level is higher than adequate service level or perceived service level is lower than predicted service level under the certain conditions, etc. Research design, data, and methodology - In this research, the level of service and factors affecting the level are investigated using the case of an Airport. The main idea of research is to investigate whether a supposed factor that is alleged to affect the expected service level is working empirically. The supposed factor is service provider's promise to provide certain level of service to customers. Results - The research results can be summarized as follow. First, service provider's promise, in this case the Airport's Service Quality Award by Airports Council International which can be regarded as objective promise to provide the certain level of service to customers is turned out to be influential to factors affecting expectation level of service. Second, service provider's promise affects to move the customers' expectation level of service upward especially the service of delivering the necessary information to customers in the airport correctly and swiftly. Conclusions - The implications of the research results are, first, customers' expectation level of service in influenced by service provider's promise, second, airport's service award increases the level of customers' service level and as a result for the airport to meet the customers' expectation level of service more efforts should be made.

• 한국학교보건학회지
• /
• 제16권2호
• /
• pp.125-134
• /
• 2003

Purposes of this study were 1) to identify the level of role expectation and role performance for school health educators as elementary school students recognize and to compare them, and 2) to examine differences in the role expectation and performance by characteristics of students and educators. Subjects of the study were 1,433 6th grade students at 37 elementary schools in Busan. The data were collected by a structured self-administered questionnaire, measuring role expectation and performance that students recognize. The data were analyzed with descriptive statistics, t-test, and ANOVA by SPSS program. The results were summarized as follows. 1. Students' level of recognizing the role expectation was high(M=4.08) and level of the role performance was moderate to high(M=3.50) within range of 1 to 5. The students recognized role expectation greater than role performance. 2. The students' point of view for role expectation and performance for school health educators were related to several characteristics of students and school health educators. Students' levels of recognizing the role expectation and performance were higher when students were male, healthy, their academic performance was high, their level of satisfaction with their school life was high, and their level of satisfaction with using school health office was high. With characteristics of School health educators, students' level of appreciating the role expectation was higher when educators were of an older age and had a long career, and when they were fairly satisfied with their job as an educator. Students' level of recognizing the role performance was higher when educators were of a younger age, and had a small number of students at school. This indicates that there exists role conflict on students and implies that the conflict needs to be mediated, and desirable solutions to address the conflict need to be developed by school health educators.

• 보건행정학회지
• /
• 제16권3호
• /
• pp.86-106
• /
• 2006

The purpose of the study is 1) to explore clinic and hospital CEOs' satisfaction and expectation level on the affiliation with the larger size teaching hospitals, 2) to find the factors influencing the satisfaction and expectation level on the affiliation with the large hospitals. Data for analysis was collected to use self-administrative structured questionnaire on 335 CEOs of small or middle sized clinics and hospitals affiliated with large sized teaching hospitals located in Seoul and Kyung Ki Province. For the study, the researchers develop the constructs for questions on the satisfaction and the expectation of the affiliation, the attitude, knowledge on the affiliation, previous relationship of the affiliation, and selection guideline of the affiliation with exploratory factor analysis and reliability test. Through the confirmative factor analysis using AMOS 4, the researchers develop constructs based on exact relationship between constructs and questions. CEOs' expressive and unexpressive satisfaction level are 2.54 of 5 point(38.5 of 100) and 2.78 of 5 point(44.5 of 100), and the expressive and unexpressive expectation level are 2.77 of 5 point(44.3) and 3.16 of 5 point(54.0). These levels are relatively row for importance of affiliation. Expectation levels do not influence satisfaction levels. Attitude of affiliation influences expressive expectation and unexpressive satisfaction, reason for affiliation unexpressive satisfaction, and previous relationship to affiliated hospitals influence both of expressive and unexpressive satisfaction. The expressive expectation level and the expressive satisfaction level influence unexpressive expectation and unexpressive satisfaction, respectively. There is cognitive dissonance between expectation and satisfaction, therefore numbers of affiliation might be smaller or weaker in the future than present time. Many CEOs feel environmental press such as competition and the press of health insurance, but they might not think affiliation is best solution. Therefore, large hospitals try to give affiliated clinics and hospitals practical benefits to increase satisfaction and expectation levels, and they need to new affiliation form such as joint venture and joint ownership. The expectation and the satisfaction level was influenced by CEOs' gender, type of health service facilities, distances between the affiliated facility and the large mother hospital, and reason for affiliation.

• 디지털융복합연구
• /
• 제5권1호
• /
• pp.91-100
• /
• 2007

The purpose of this study is to confirm whether user attitude and expectation make a significant difference on the system performance according to management level of IS. The management level is defined as a evaluation of IS and project management. Field research was employed to empirically investigate the relationship among the variables. The finding of the study can be summarized as follows. The positive attitude has a favorable effect on the system performance. But high expectation shows low performance under the strict evaluation.

• Human Ecology Research
• /
• 제58권2호
• /
• pp.229-238
• /
• 2020

This study examined the effect of parental achievement-oriented expectation on high school students' depression and verified the mediating effect of peer relations on relations. Data were derived from the 7th wave (2016) of Korean Children and Youth Panel Survey (KCYPS), and 1,979 high school students were included. Descriptive statistics analysis, correlation analysis, multiple regression analysis, and a Sobel test were conducted using STATA. The main results were as follows. First, male adolescents perceived higher parental achievement-oriented expectation, lower peer relations, but lower depression than female adolescents. Second, parental achievement-oriented expectation was negatively related to adolescent peer relations but positively related to adolescent depression. This implies that adolescents whose parents have a higher level of achievement-oriented expectation have lower level of peer relations and higher level of depression. Third, adolescents' peer relations significantly mediated the relation between parental achievement-oriented expectation and high school students' depression. The result of Sobel test supported the significance of the mediating effect. The results highlighted a negative impact of parental achievement-oriented expectation on adolescents' mental health, and addressed how parental achievement-oriented expectation affects adolescents' depression by showing an important mechanism of peer relations, which was missed in previous research.

• 한국의류산업학회지
• /
• 제11권2호
• /
• pp.262-270
• /
• 2009

The objectives of this study were to investigate university students' knowledge and expectation of functional materials for apparel and to examine how the knowledge and expectations affect their behavioral intention. For this purpose, a questionnaire survey was conducted. 500 questionnaires were distributed to the students and 409 questionnaires were used for data analysis. The data were analyzed by frequency, factor analysis, reliability analysis, regression analysis and ANOVA, using SPSS 12.0 package. As the results, it showed that the knowledge related to functional materials for apparel was medium level. Brand knowledge among the objective knowledge of functional materials for apparel revealed to have a lower level than the knowledge of clothing materials, product, use and wash & care. The level of self-evaluation knowledge among subjective knowledge appeared to be lower than the one of experience related knowledge. As the correlation coefficient of objective knowledge and subjective knowledge was low, it was thought that both of them must be considered in studying on consumer knowledge. It showed that the university students' expectation of functional materials for apparel was composed of physiological and physical aspects, social and psychological aspects, and practical and aesthetic aspects. The expectation was revealed to be generally high. However, the level of expectation to the practical and aesthetic aspects was lower than those of other aspects. University students' knowledge and expectation were found to have influence on their behavioral intention. In other words, it showed that the higher university students' knowledge level and expectation level were, the bigger behavioral intention was.

• 대한치과기공학회지
• /
• 제41권2호
• /
• pp.113-122
• /
• 2019

Purpose: This study analyzed the difference in participation motive, expectation for educational institution and educational satisfaction depending on participation level of students of advanced course for bachelor of dental technology. Methods: 81 students of advanced course for bachelor of dental technology from four university were selected by convenience sampling method. To analyzed influence of participation level depending on participation motive, expectation for educational institution and educational satisfaction, regression analysis was carried out. Results: The participation level of the students was found to be influenced by the educational satisfaction, participation motive and expectation for educational institution. Conclusion: Based on the results, it is important to understand the participation motive of the students and to offer satisfaction environment and administrative support for enhancing the expectation for education for educational institution.

• 한국병원경영학회지
• /
• 제18권4호
• /
• pp.1-17
• /
• 2013

This research tried to understand the expectation and experience level of the medical service among the foreign patients who visit South Korea for a medical tourism, and to find out the effect of expectation and experience level on the satisfaction of medical service. Data collection was done through conducting a survey of inpatients in 4 hospitals located in Seoul, Korea. Total 110 cases were used for analysis. According to the study, expectation level had a significant difference between the group exposed to a word-of-mouth and the group not exposed to the word-of-mouth. The difference analysis of expectation and experience level of the foreign patients showed that all components of the service quality were satisfied. The component of perceived reliability was the only factor influencing the foreign patients' overall satisfaction on the medical service. The findings of this study will be provided a basic data for the marketing strategy which can apply to the satisfaction strategy differentiated from other countries.

• 대한영양사협회학술지
• /
• 제24권3호
• /
• pp.246-260
• /
• 2018

This study examined the customers' perception on Home Meal Replacement (HMR) products. Specifically, there were three research objectives: 1. to identify the customers' HMR purchase patterns and preference of HMR product development; 2. to identify the attributes of the HMR products that the customers perceive; and 3. to examine the customers' level of expectation-confirmation toward HMR product attributes according to the demographic characteristics. This study employed a self-administered survey that was distributed online from November 21~24, 2017. The sample of the study was the customers who had purchased HMR products in the six months prior to taking the survey. A total of 553 respondents completed the survey, which was used for data analysis. The results revealed the customers' HMR purchase patterns. The major HMR product type of purchase was ready to heat (52.6%), while the main reason for purchasing HMR products was convenience (83.2%). For the differences in the level of expectation-confirmation toward HMR products in accordance with the demographic characteristics of customers, the results indicated that there was a difference in the expectation-confirmation level according to age, whereas the respondents aged 29 and under showed a significantly higher level of time-saving for the preparation and ease of cooking (P<0.05) than the other age groups. In addition, there was a significant difference in the expectation-confirmation level for saving meal preparation time (P<0.05) and convenience (P<0.01) among the customer's occupation. These findings can provide the basis for a strategy for developing HMR products reflecting the rapidly changing customers' needs. HMR products should be developed according to the specific target market, as the study indicated that the respective customer segmentation resulted in a difference in their expectation toward HMR products.

• 한국간호교육학회지
• /
• 제17권1호
• /
• pp.36-43
• /
• 2011

Purpose: The purpose of this study was to identify the level of role expectation and role performance in school health teachers recognized by nursing students experiencing health teacher practice and to compare role expectation and performance according to their characteristics. Method: The subjects in this study were 530 nursing students from 42 universities in Korea. The data was collected by a structured self-administered questionnaire and analyzed using descriptive statistics, t-test, and ANOVA by SPSS 17.0 program. Results: The student recognition in role expectation for school health teachers showed a high level and its level in the role performance was moderate. The students recognized the role expectation was greater than the role performance in school health teachers. The students' points of view for role expectation and performance were statistically different according to their practicing locations, practicing school sizes, and their expressions of health teacher's images. Conclusion: To improve health teacher training and to provide a high quality education, practice manuals, educational support, cooperation between the university and practice school, and support of human resources as school health teachers are necessary.