• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.376-381
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• 2004

The goal of this article is to stress the importance of good quality in telecommunication services and to introduce two basic concepts on the service quality in the telecommunication industry: QoS(Quality of Service) and NP(Network Performance) Based on these notions, presented is an integrated scheme for quality improvement in telecommunication services. Tn particular , proposed with this framework Is an efficient and effective establishment of a balanced set of parameters for continuous monitoring and correct ions of service performance.

• 통상정보연구
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• 제8권2호
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• pp.165-183
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• 2006

Sea transport industry is service industry and basic industry that permit efficient division of the human and material resources of industry. Also, owing to geographical situation which korea is having, utilization ratio of sea logistics industry is high than other transport ways. Sea transport industry chieves role that promote economy activity of other industry field as well as offer of transport way. Specially, because unit anger of freight by container is introduced, it was achived reduction of transport unit cost and mechanization of loading and unloading by this result. For efficeint connection of each other transport, contianer had offerd to large ship. Quality of service has much dimensions, and is considered while it is important that understand quality of service of sea transport industry through marketing and research of customer connection field because perceive of quality of serviceis different in shipowner/service viscount or shipper/freight owner. This research presented decision factors of sea transport quality of service which shipper and transport agent recognize under these background.

• 품질경영학회지
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• 제28권4호
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• 유통과학연구
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• 제17권4호
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• pp.33-39
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• 2019

Purpose - This paper examines whether product market competition in distribution and service industries is related to audit quality. This paper investigates, specifically, the relationship in distribution and service industries by using Herfindahl-Hirschman Index and audit quality measured by audit fee and audit hour. Research design, data, and methodology - Using 1,011 firm-year observations of listed companies from 2002 to 2016 in distribution and service industries, this study examines whether product market competition in distribution and service industries is related to audit quality. Results - This study finds that market competition in distribution and service industries is negatively related to audit quality and this negative relation is pronounced for the firms with high outside director groups. Further analysis suggests that the relationship between market competition and audit hours is no longer significant. Conclusions - This study extended the existing scope of the audit quality study by systematically analyzing the impact of industrial-level characteristics (i.e. market competition) in the distribution service industries on audit quality. This study, in other words, suggests the regulatory body consider the industrial-level characteristics of each industry in order to enhance audit quality.

• 품질경영학회지
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• 제45권3호
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• pp.483-501
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• 2017

Purpose: Recognizing the limitations of the previous researches that measured the quality of airline service quality only with partial evaluation items of cabin service quality. the purpose of this study is to standardize and develop assessment of the airline cabin service quality with considering the characteristics of cabin service and customer needs. Methods: The proposed method of this paper was the empirical items of airline cabin service quality was derived through reviewing and comparing the previous researches, industrial indicators like Skytrax and KS-SQI and NCS. Results: The result of this research proposed CSQ (Cabin SERVQUAL) which could consist of seven dimensions, separated by five direct customer satisfaction factors and two indirect factors required for providing customer service. Conclusion: The developed CSQ can be used for airline service quality measurement which will achieve establishing a strategy to improve customer satisfaction and satisfaction of Airline's employee.

• 한국관광식음료학회지:관광식음료경영연구
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• 제14권2호
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• pp.17-22
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• 2003

Although researchers have, during the past decade, become increasingly interested in customer satisfaction customer reaction, and service quality issues, very little of research has devoted to the family restaurant. Family restaurant industry is among the fastest growing sectors of the tourism market. This paper discusses the importance of the family restaurant product and service quality, and presents the relationship among service quality, customer satisfaction, and customer reaction. The literature supports the value of family restaurant's service quality and relation between service quality and customer reaction. Exploratory study examined customer's satisfaction with service quality components and customer's reaction with satisfaction. The survey was conducted in four phases; service quality, customer reaction(satisfaction, repurchase intention, and word of mouth), restaurant information, general profile of customer. The results of the study show that service quality(product's quality, physical character) provided family restaurant customer with the overall satisfaction, and service quality affected on customer reaction(repurchase intention, positive word of mouth). Also overall satisfaction affected on repurchase intention and positive word of mouth.

• Journal of Information Technology Applications and Management
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• 제11권4호
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• 동아시아식생활학회지
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• 제18권5호
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• pp.841-848
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• 2008

This study attempted to find more efficient ways of managing human resources through the effect of service quality and affect response on job satisfaction of the employee in the food service industry. Quality of service to the customer has an effect on the response of the employee. Therefore providing a high quality of service quality to. the customer is an important factor that contributes to a positive work environment for employees in the food service industry. For this study, research data was collected from employees of various restaurants. Among a total of 170 collected questionnaires, 20 incomplete samples were eliminated and consequently a final 150 completed questionnaires were provided. The SPSS/win 12.0 was used for statistical analysis: frequency analysis, factor analysis, reliability analysis and regression analysis. It is recommended that the food service industry should provide a positive work atmosphere which is satisfactory to the employee based on the needs of the employee. This study indicated that the quality of service quality affected the response and job satisfaction of employees in the food service industry.

• 산업경영시스템학회지
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• 제33권1호
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• pp.59-70
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• 2010

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There're more competitive situations to guarantee customers using the skies and snowboards is a major sports in winter season. In these competitive environments, this paper's going to propose a predominant-competitive strategies for improving the service quality of ski-resorts. This study measured the satisfaction considering the importance of service quality target on customers has an experience ski resort service quality to improve ski resort service quality. This study using Performance Model decide a priority order about a particular item improvement, then is going to present a guideline that can improve the service quality more exactly. As a result of the study the factors that is important to the customer were prime physical factor, access, assistance physical factor, staff service and assistant service, an improvement priority order were accommodation and eating-drinking facilities, waiting time of a slope and lift/gondola, entertainment/shopping facilities in the resorts, equipment rental and lift fare.