• 유통과학연구
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• 제16권11호
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• pp.47-56
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• 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.

• 한국콘텐츠학회논문지
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• 제16권5호
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• pp.638-650
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• 2016

본 연구에서는 중국 고등학생의 고등교육의 수익에 대한 기대를 탐색적으로 분석하였다. 고등교육수익은 금전적 투자적 수익, 비금전적 투자적 수익, 소비적 수익으로 구분하였고, 학생개인변인 및 가정배경변인에 따른 기대 차이도 분석하였다. 본 연구는 중국 산동성 연태시의 2개 고등학교에서 각각 300명 학생과 그들 학부모 300명, 총 1,200명을 대상으로 설문 조사하였다. 수집된 자료는 SPSS를 활용하여 교차분석, 일원분산분석 등을 통해 집단 간, 항목 간 차이를 검증하였다. 주요 결과는 다음과 같다. 첫째, 중국 고등학생들은 전반적으로 고등교육의 수익에 대한 기대가 높았다. 둘째, 성별, 학년, 성적 등 학생개인변인에 따라 고등교육수익에 대한 기대에 차이가 있다. 셋째, 가정배경변인에 따라 고등교육수익에 대한 기대에 차이가 있다. 넷째, 학부모와 학생 간에 고등교육수익에 대한 기대에 차이가 있다. 앞으로 고등교육정책이나 대학운영에서 이러한 다양한 기대와 차이를 고려해야 할 것이다.

• 한국산학기술학회논문지
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• 제21권5호
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• pp.303-311
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• 2020

본 연구는 숲 체험 놀이 활동이 유아 학부모의 기대감과 유아의 다중지능향상에 미치는 영향력을 살펴보기 위해 A지역 소재 어린이집 유아 학부모 152명을 대상으로 구조방정식 모델을 적용하여 실증 조사하였다. 연구 결과 첫째, 유아의 숲체험 놀이 활동의 신체적, 사회적, 인지적 요인이 학부모가 유아의 안전 활동 기대감과 미세먼지 염려에 미치는 요인에 있어 신체적, 인지적 요인이 채택된 반면, 사회적 요인은 기각되었다. 둘째, 유아 숲체험 놀이 활동이 유아의 다중지능 향상에 미치는 영향에서 신체적, 사회적, 인지적 요인이 다중지능 향상의 하위 요인인 사회성에 영향을 미쳤다. 또한, 사회적, 인지적 자발성은 감수성과 창의성 향상에 유의한 영향을 미치는 것으로 나타났다. 셋째, 유아의 숲체험놀이 활동이 다중지능 향상에 미치는 영향에서 학부모의 기대감이 매개역할을 할 것이라는 가설 3은 유의하지 않은 것으로 나타나 기각되었다. 이와 같은 결과는 숲체험 활동의 신체적, 인지적 요인이 유아 학부모의 미세먼지 염려와 안전활동에 직접적인 영향을 받는 요인임을 확인하였으며, 그리고 사회성 요인은 유아의 어린이집 내 다양한 교육에서 충분히 습득될 수 있는 요인으로 숲체험 놀이 활동에 대한 학부모의 기대감과는 다소 거리가 있음을 시사한 것으로 평가할 수 있다.

• 한국컴퓨터정보학회논문지
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• 제21권9호
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• pp.113-119
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• 2016

In this paper, a research model is proved empirically which includes factors related on the purchase intention of smart car as high innovative product in advance of commercialization. As one of relating to consumer's expectation benefit factors, individual attribute factor includes product knowledge, individual innovativeness, and sociality. Consumer's expectation benefit factor includes perceived ease-of-use, usefulness, and enjoyment. As of switching cost variables, there are financial, uncertainty, relational and psychological switching costs factors. Analysis were performed using data from the 257 respondents as random sampling among potential consumers. Purchase intention were affected by individual innovativeness mediated by perceived enjoyment, and individual sociality by perceived ease-of-use and enjoyment also. Relational switching costs factor was only a significant control variable between purchase intention with consumer's expectation benefit factor. This result presents some implications for making the new smart car's detail concept and marketing strategy related to targeting the consumer as high innovative product and technology firms including smart car makers.

• Journal of Information Technology Applications and Management
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• 제16권1호
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• pp.51-75
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• 2009

This paper develops an integrative model for IT continuance in the internet shopping environments by integrating the expectation-confirmation and the switching cost factors. Using this model, in addition, this study investigates their differential effects on the mediating variables, such as user satisfaction, commitment, and trust which have been identified as antecedents of users' IT continuance intention. Results show that the product and service-related expectation confirmation factors and the relational switching cost factor can have greater impacts on users continuance intention than the web site design factors, and the financial and procedural switching cost factors. In particular, it is interesting to note that relational switching cost can lead users to more commitment, which is revealed as the strongest antecedent of their continuance intention to use a certain shopping site.

• 한국생활과학회지
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• 제22권4호
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• pp.637-650
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• 2013

The purpose of this study was to examine the consumers' image and factors of wear comfort, expectation and satisfaction levels of wear comfort of hiking gear in order to investigate the consumer perception of wear comfort of hiking gear. The questionnaires were distributed to 400 people in their 40s and 50s and, 260 of which were used to data analysis. The questionnaires were comprised of questions about the image, factors, expectation and satisfaction levels of wear comfort of hiking gear, and demographic characteristics. Data were analyzed by frequency analysis, factor analysis, reliability analysis, correlation analysis, ANOVA, Duncan test, T-test with SPSS 19.0 IBM for Windows. In demographic characteristics, 43.5% of respondents were male and people under 45 years of age were at 17.7%, those between 46 and 50 with 46.5%, those between 51 and 55 with 28.9%, those between 56 and 60 with 6.9%. The results of this study are as follows. Responses of male and female consumers to image of wear comfort were similar and ten or more mentioned reponses by men were well-being and freedom from pain, stretchability, light weight, absorption of sweat, softness. Wear comfort of hiking gear was shown to include mobility/pressure factors, moisture factor, psychological factor, tactile/keeping body temperature factors. It was shown that the expectation and satisfaction levels of wear comfort of hiking gear were relatively high and were not influenced by consumer's sex and age, but were affected by the objective of mountaineering.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• 산업경영시스템학회지
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• 제24권68호
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• pp.31-36
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• 2001

Prior to the Independent Visual Background(IVB) luminance control experiment, we studied that IVB could reduce the simulator sickness depending on subject＇s knowledge about the IVB (expectation group) or non-IVB (no expectation group). As results of experiments from 12 subjects, expectation group＇s RSSQ scores were similar, no matter IVB was present or not. However, non-expectation group＇s RSSQ scores were lower when the IVB were present. The result from this experiment confirms the findings of Duh (2001), that an IVB may alleviate SS. However this effect was found only at the expectation group. Failure to replicate Duh＇s results could be due to several factors, such as individual differences in response to the IVB and the low number of subjects (n=6) in the no expectation group.

• 한국산림과학회지
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• 제95권3호
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• pp.291-298
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• 2006

본 연구는 운문산 자연휴양림 이용객을 대상으로 이용객의 기대, 성과, 그러고 여기서 추론된 기대불일치가 만족에 어떠한 영향을 미치고, 또한 만족은 재방문에 어떤 영향을 미치는 지를 분석하여, 현재의 자연휴양림 경영성과를 극대화 할 수 있는 정보를 도출하고자 시도하였다. 이를 위해서 기대불일치 및 재방문과 관련된 선행연구를 기초로 하여 기대불일치가 만족에 미치는 연구모형을 설정하고 경로분석을 통하여 이들의 구조적 관계를 규명하였다. 그 결과 방문만족에 영향을 미치는 기대불일치 요인으로는 체험시설, 자연성, 접근성 및 계곡이 정(+)의 영향을 미치는 것으로 나타났으며, 선택만족에서는 자연성이 정(+)의 영향을 주는 것으로 나타났다. 또한 방문만족과 선택만족은 재방문의도에 정(+)의 영향을 미치는 것으로 나타났다, 이러한 결과는 체험시설, 자연성, 접근성 및 계곡의 이용객 기대불일치를 긍정적 기대불일치로 전환하는 노력을 통하여 고객만족을 극대화하면, 재방문과 같은 기존 고객확보 및 유지라는 방어적 전략을 수립할 수 있다는 점을 시사하고 있다.

• 가정과삶의질연구
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• 제25권1호
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• pp.145-158
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• 2007

The purpose of this study was to elicit the multi-dimensions of retirement expectations, and explore sub-factors of retirement expectations which predict the possibility of worker's participation to each pre-retirement planning programs. The major findings were as follows: first, this study shows that there are four sub-factors; Imposed frustration, New beginning, Transition to rest, Continuing. And there was a significant difference in retirement expectation according to sex, age, income, and health status. Second, the major affecting factors on participation in pre-retirement planning programs were sex, age, job, educational attainment, and health status. Third, those who have retirement expectations of 'Imposed frustration' tend to attend re-employment, leisure, and health education. Those who have retirement expectations of 'Transition to rest' tend to attend re-employment, inauguration education. And those who have retirement of 'Continuing' tend to attend leisure education.