• International Journal of Contents
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• v.5 no.3
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• pp.8-13
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• 2009

The recent Web service field emerges as the fastest growing IT paradigm as a result of the increasing interest in SOA (Services-Oriented Architecture) and the expansion of B2B market. With an increasing number of Web service that provide similar features, it becomes more important to provide the most appropriate service for the user's request. A service user in general requires the quality information of Web service when selecting a service among a number of similar Web services. Yet, finding a service through UDDI (Universal Description, Discovery and Integration) does not consider the non-functional aspects of users because it is only based on the functional aspects. That is, the quality, non-functional aspect will be an important factor for the mutual success of the user and provider. Using 3 factors in the Qos factors of the existing studies: the execution cost, reliability, and the quality level, the QoS of Web service is saved and the factors for the QoS are recorded in order to consider non-functional factors when selecting a Web service in this study. The Quality Broker determines the rank and shows the desired result of the service for users. The Quality Broker suggested in this thesis can be used to select a Web Service that considers the user-oriented and non-functional factors.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.2
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• pp.28-35
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• 2008

Most organizations have recently put more emphasis on the improvement in service quality. This phenomenon could come from the recognition that service quality plays an essential role in enhancing organization's business performance. Hence this paper presents a framework for improving such service quality. The presented framework involves the methodology for (i) developing service quality indices, (ii) measuring and evaluating service quality, (iii) analyzing the level of service quality, (iv) constructing the quality improvement road map, (v) determining the quality improvement action plan. This methodology is intended to create self-sustaining improvement in service quality from the entire organization's perspective. An illustration is also given.

• Journal of Industrial Convergence
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• v.4 no.1
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• pp.109-132
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• 2006

The purpose of this paper is to examine the relationships among service quality, corporate image, and customer satisfaction of a financial institution in J city of Gyeongnam. The results show as follows. First, service quality affects positively corporate image. Second, service quality affects positively customer satisfaction. Third, corporate image affects positively customer satisfaction. Specifically, among the dimensions of service quality, the most significant predictor of corporate image is responsiveness, while the most significant predictor of customer satisfaction is tangibles. Further discussion and managerial implications can be drawn from these findings.

• Journal of Korean Port Research
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• v.15 no.1
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• pp.1-18
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• 2001

The purpose of this study is to explore the nature of the relationship between several factors representing perceived port service quality and the adaptability to the marketing strategy of container terminal. An empirical study was carried out to examine not only the determinants of port service quality using PZB's SERVQUAL model but also its implications to the service marketing strategy. The data investigating the determinants of port service quality were collected from 136 managers from shipping companies by the use of questionnaire method. Factor analysis and t-test were carried out to analyze the data. The results of this study were as follows ; First, Shipping companies perceive the port service quality on two the dimensions of personnel and material aspects. Second, Shipping companies put more emphasis on the reliance of port service quality even though the port authority offers good facilities and materials as parts of port shipping quality. Third, There is a significant relationship between the purchase intention and the customer satisfaction. These findings help not only to formulate service marketing strategy based on service quality but also to be a concept tool to enhance port service quality.

• Journal of Korean Society for Quality Management
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• v.39 no.3
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• pp.412-421
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• 2011

In this paper, we introduce Quality of Service(QoS) analytic model of a distributed system that decentralizes the process nodes performing each task and communicates through a network for cooperation. The model advances a service reliability model of Dai et a1.(2003) by means of considering the processing time. The service is assumed to be provided by a centralized heterogeneous distributed system which is composed of some subsystems managed by a control center. The QoS is defined as the probability that a service is provided successfully in an allowed time, we consider the hardware/software reliability and the processing time which include program execution time, data transfer time. We derive the processing time distribution for a required service through convolution of corresponding probability density function. An application example is used to explain the procedure of computing quality of service.

• Journal of Fashion Business
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• v.20 no.1
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• pp.173-190
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• 2016

The purpose of this study was to investigate the mediating roles of relationship quality, satisfaction and trust, and switching cost during the process of the effects of service quality in the beauty industry. Assuming the attractiveness of alternatives of such structural relations may differ between paths of groups, effects of influence on the relation of each composition concept were investigated. This study adopted a three-dimensional model of service quality, "process quality", "outcome quality", and "environment quality." Amos was used to analyze the research hypotheses and the proposed model. The result of the study suggests that service quality positively influences relationship quality, and relationship quality yields service loyalty. The results also indicates that relationship quality positively influences switching cost and switching cost positively influences service loyalty. Each service quality dimension had a significant effect on satisfaction, trust, and the relative importance of service quality dimensions on satisfaction; trust followed the order of process quality, outcome quality, and environment quality. The moderating variable such as the alternatives' attractiveness is found to be important moderators of the path of the model.

• Journal of the Korean Institute of Landscape Architecture
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• v.22 no.2
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• pp.25-38
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• 1994

Service quality is defined as the perceived difference between performed service and expected service. In this paper, theme park service quality is conceptualized in relation to consumer's total satisfaction on theme park visitation. A 20-item scale was constructed to measure Theme Park Service Quality. The following four steps were employed in developing the service quality measure: 1)identification of service quality dimensions, 2)development of scales from a set of items describing the dimensions, 3)empirical verification of the scale's construct validity which refers to dimensionality, convergent validity, and nomological validity, and 4)confirmation of the utility. The scale was found to be an empirically valid and reliable evaluation tool for service quality enhancement. In addition, the scale would be an useful criterion for market segmentation and positioning.

• Journal of Information Technology Services
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• v.7 no.2
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• pp.13-23
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• 2008

This research is to study the core factors for knowledge information database service and very important database service quality factors to improve customer satisfaction. The database service quality has been critical issue rather than just information service in these days, because the qualitative aspect is becoming more important factors rather than quantitative aspect. As database service quality has been influenced by satisfaction of database user, it needs to try to get excellent results by enhancing ability to obtain information. In order to satisfy this condition, it needs to measure database service quality more accurately first. In this study, we apply conjoint analysis to measure how much to give quality condition to achieve customer satisfaction.

• Journal of the Korean Society of Costume
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• v.51 no.1
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• pp.61-74
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• 2001

This study is designed to examine the consumer behaviors affected by the product quality and the service quality in the garment industry. First of all, it is researched to recognize the differences in the mean of perceived product quality variables and the service quality variables in apparel stores. Secondly, the variables of the product quality and the service qualify are also investigated to see the casual effects in the consumer satisfaction and consumer repurchase intention, respectively. The 522 data, surveyed from the female college students, were analaysed with SPSS 8.0 version. Cronbach $\alpha$Frequency, Factor analysis, one-way ANOVA, Scheffe test, stepwise regression were applied. In conclusion, there are significant differences in the mean of the product quality variables and the service quality variables in the apparel stores. They are the product quality variables such as physical attribute and instrumental performances and the service quality variables regarding sales staff, VMD, store policy, and customer convenience in the apparel stores. The variables of the product quality and the service quality directly have leverage in the consumer satisfaction and repurchase intention.

• Journal of Korean Society for Quality Management
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• v.37 no.4
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• pp.87-99
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• 2009

Medical tourism is a contemporary phenomenon which has its root in both tourism and health service. Especially, Korea's medical tourism market has grown dramatically after activation of foreign patient attraction law. The purpose of this study is to find out which is the most influential factors among political, economic, relative and national image in case of Japanese tourists when they purchase Korean medical tourism. This study estimates the Japanese tourists' Trust in the Korean health service quality and tourism service quality. It means perception of medical tourism. The results are as follows; The political, relative and economic image not have any significant influences on tourism service and trust in health service quality. And just the national image has a positive influence on tourism service and trust in health service quality. Tourism service quality is related with trust in the health service quality. Trust in health service quality is only related with purchase intention of medical tourism. The implications of this study are: First, the national image factors such as thoughtfulness, high education and polite attitude should be utilized as a Korea medical tourism marketing strategy to differentiate itself from the other foreign country in Japan. Next, the differentiated national image in Japan will be the most important factors for Korean hospital and tourism companies to attract medical tourists.