• Journal of Distribution Science
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• v.16 no.11
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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.

• Korean Journal of Community Nutrition
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• v.5 no.2
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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.

• Journal of Korean Academy of Nursing Administration
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• v.6 no.2
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• Korean Journal of Human Ecology
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• v.19 no.2
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• pp.295-310
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• 2010

This study measured college students' levels of satisfaction with their cyber learning through an online survey of students who had taken one or more cyber learning before. 500 returned and usable questionnaires were analyzed and SPSS WIN 12.0 was used for the descriptive statistics, t-test, factor analysis and analysis of covariance structures. The results are as follows; First, college students were very interested in their cyber learning. Their decision to take the cyber learning was initiated more by emotional motives (m=3.13) than by rational motives (m=3.35). Second, the consumers' expectations for the cyber learning were divided into the 'Expectation for service quality' and the 'Expectation for economy,' and their 'Expectation for economy'(m=4.02) was higher than their 'Expectations for service quality'(m=3.60). Third, the consumers' expectations for the cyber learning and the results of the cyber learning were analyzed, and a discrepancy between these two were also analyzed. The analysis of discrepancy between the two showed that the average of the results was lower than that of the expectations, which means that the cyber learning did not meet the consumers' expectations in every aspect, However, the average satisfaction level was 3.20, which means consumers were satisfied with the cyber learning overall. Fourth, causes of dissatisfaction with the cyber learning were divided into internal factors due to personal matters and external factors due to classes and other factors. It was found that dissatisfaction due to internal factors was greater than that due to external factors. Lastly, the factors affecting satisfaction/dissatisfaction with the cyber learning and willingness to use it again were analyzed. The results showed that the motive for its use affected the formation of expectation but it did not affect the results. Satisfaction with the cyber learning affected the willingness to use it again positively. However, the effect of dissatisfaction on the willingness to use it again was not statistically significant.

• Health Policy and Management
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• v.16 no.3
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• pp.86-106
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• 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.

• Journal of Information Technology Services
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• v.20 no.2
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• pp.147-166
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• 2021

As vehicle sharing service is being widely used in China. The sharing economy appeared to be a way to make people's lives more convenient and to utilize limited resources efficiently. Sharing economy companies have created an app to satisfy users' needs with providing more benefits. Although research on vehicle sharing services has been continuously conducted at the level of the sharing economy, there are not many empirical studies related to the perception of the sharing economy from the consumer's point of view. In this sense, this study considered the perceived relationship benefits (social benefits, economic benefits, psychological benefits, and functional benefits) of Didi chuxing service as the key independent variables influencing users' confirmation and satisfaction, And suggests that users' confirmation and satisfaction are the key determinants of Didi continuance intention . To test the proposed research model, this study conducted structural equation model using 268 data collected on the users who have experience of Didi service. According to the empirical analysis results, This study verifies that: First, social benefits, economic benefits, psychological benefits, and functional benefits are determinants of user's satisfaction. Second, expectation confirmation depends on economic benefits, psychological benefits, functional benefits and social influence, meanwhile, social benefit has no effect on expectation confirmation. Third, expectation confirmation is proved to be a positive predictor of users' satisfaction. Finally, this results indicate that continuous use intention is determined by users' satisfaction.

• Culinary science and hospitality research
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• v.12 no.2 s.29
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• pp.1-17
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• 2006

This study is to develop a viable measurement tool of crowdedness in restaurants. First, to measure customer’s awareness of crowdedness related to each different environmental factor in a restaurant, 49 factors of crowdedness awareness were selected based on the previous studies and then properties of each factor affecting customer’s satisfaction for crowdedness were analyzed. To analyze effects of each factor upon the satisfaction rate, a Multiple Regression Analysis was conducted with the crowdedness awareness as an independent variable and satisfaction of crowdedness as a dependent variable. The results showed that when an analysis of the environmental factors in the crowdedness awareness was conducted in an effort to develop a measurement tool of crowdedness awareness in restaurants, that would be fit for the domestic food service market, based upon 49 factors of restaurant environment. Focusing on expectation and satisfaction rate, it was found that rating the satisfaction level would be a much more effective tool to measure crowdedness awareness because satisfaction rate appeared to be more closely related to the awareness than the results obtained from the Multiple Regression Analysis with a difference between expectation and satisfaction scores as an independent variable.

• Journal of Information Technology Services
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• v.14 no.1
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• pp.195-215
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• 2015

Recently, as the number of smart-phone users has been rapidly increased, enterprise managers have a keen interest in business application of social media. Most previous studies have focused on perspective of the individual unit of analysis instead of enterprise level unit. The study is focused on the relationship between the enterprises' recognition and behavioral intention (and use) about social media application. The purpose of this study is to develop the model of small and medium enterprises' social media application, and to find the factors affecting their behavioral intention or use behavior. The moderating effects of four corporate characteristics on the relationship between the enterprises' recognition and behavioral intention are also examined. We surveyed 900 corporate staffs and received 203 responses. After questionnaires with unreliable responses had been excluded, 182 effective samples were used in the final analysis. The findings suggest that Performance Expectation, Social Influence, Facilitating Conditions significantly affect Behavioral Intention of social medea, and Behavioral Intention affects USE. Furthermore, some corporate characteristics have moderating effect on the relationship between recognition of social media and Behavioral Intention.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.4
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• pp.57-76
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• 2017

The purpose of this study is to investigate the determinants of the quality of Web-based legal information services and their significant influences on the user continuance intentions. Based on the main dimensions of the SERVQUAL, this study conceptualizes five dimensions of reliability, assurance, design, empathy, and responsiveness. It measures the level of expectation and satisfaction on the basis of these five dimensions. Regression analysis was conducted to extract and analyze the determinants of the service quality and the factors affecting continuous intention. The level of legal information service quality is superior in empathy, responsiveness, and design category, but it is relatively insufficient in reliability and assurance category. In the reliability category, the relevance of the search results was an issue. The problems related to the authority and information sources were recognized as important. Reliability implies that there is a relatively close relationship between empathy and responsiveness, and that it is necessary to improve the quality of contents such as empathy and responsiveness in order to increase reliability. In order to increase the ongoing use of legal information services in the future, it is more effective to make sure that assurance is top priority.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.8
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• pp.313-320
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• 2019

This study compared and analyzed the levels of expectations of specialized hospitals, and the recognition of professional competency in specialized hospitals for the general public aged 20 years or older and those professionals on the hospital staffs who had more than three years of experience. The research period ran from July 2018 to May 2019. T-test and regression analysis were used for the analysis of the data. Research result; There was no difference in the level of expectations for the specialized hospitals between the general public and the hospital staffs. It was shown that the professional factor affecting subjective expectations of the specialized hospitals was a difference in the way of thinking between the general public and the hospital staff. The professional factor affecting the expected level of hospital use for the general public and hospital staffs was confidence in the doctors. However, the professional factors affecting the credibility of doctors differed between the general public and the hospital staff. The factor for the general public was excellent technical skill in the field, and the factor for the hospital staff was the specialized ability of doctor and their years of medical service. It is thought that efforts are needed to reduce the difference between the perception of hospital staff and that of the general public in order for specialized hospitals to continue to develop.