• 디지털융복합연구
• /
• 제9권5호
• /
• pp.253-263
• /
• 2011

본 연구는 국내의 중 고교생이 많이 사용하는 온라인 교육사이트의 서비스품질을 측정하는데 있어서 SERVPERF모형과 KS-SQI모형 중에서 어느 것이 더 적합한지를 비교 분석하였다. AMOS7을 이용하여 분석한 결과, SERVPERF모형에서 서비스품질은 신뢰성, 유형성, 반응성, 공감성, 확산성으로 측정하는 모형으로 나타났다. 또한 KS-SQI모형의 서비스품질은 본원적 서비스와 예상외 서비스로 구성된 성과차원과 신뢰성, 친절성, 적극지원성, 접근용이성, 매체유형성으로 구성된 과정 차원으로 구성된 측정모형으로 나타났다. 두 모형간 비교에서는 KS-SQI가 경로분석에 대한 모형적합도 측면에서 더 우수한 것으로 나타났다.

• 한국IT서비스학회지
• /
• 제19권5호
• /
• pp.125-136
• /
• 2020

The subject of this study is user experience analysis for OTT mobile app services. Application service quality was quantitatively measured by utilizing KS-eSQI evaluation model from a service quality perspective. The purpose of this analysis is to analyze how service reuse and other people's intention to recommend services are affected by service quality. In addition, further analysis of user experience will qualitatively look at what efforts are needed to improve OTT service quality and provide a user-friendly environment. According to the survey, the higher the level of KS-eSQI service quality, the higher the reuse of OTT services and recommendation of others. In particular, the dimensions of primary services and unexpected additional services had a higher impact on customer loyalty and recommendation of others than in other industries. Moreover, the following three implications were found to improve app services from a customer experience perspective. First, images and video thumbnails that highlight the strength of the content they provide should be actively utilized. Second, it is necessary to provide service companies with evidence for data-based work recommendations. Third, it should provide a viewing environment in which users can respond more intelligently to the various situations and conditions when they actually watch.

• 한국산학기술학회논문지
• /
• 제12권11호
• /
• pp.4778-4787
• /
• 2011

본 연구의 목적은 서비스산업에서 서비스품질 평가에 자주 사용되었던 KS-SQI모형을 적용하여 IT아웃소싱 서비스품질 평가도구를 개발하는 것이다. 독립변수로 본원적 서비스, 예상외 서비스, 신뢰성, 친절성, 적극지원성, 접근용이성, 물리적 환경을 선정하였고, 이들이 IT아웃소싱 서비스품질 평가도구로서 적합한지를 검증하기 위해 IT아웃소싱 만족도에 영향을 주는지를 분석하고, IT아웃소싱 만족도는 재계약의도에 영향을 주는지를 조사하였다. 가설검증을 위해 LISREL을 활용하여 변수들 간의 경로분석을 실시한 결과, 본원적 서비스, 신뢰성, 친절성, 적극지원성, 접근용이성, 물리적 환경은 IT아웃소싱 만족도에 유의적인 영향을 주었고, 예상외 서비스는 유의적인 영향이 없는 것으로 나타났다. 그리고 IT아웃소싱 만족도는 재계약의도에 유의적인 영향을 주는 것으로 나타났다. 도출된 6개의 측정도구는 IT아웃소싱 서비스품질 평가도구로서 적합함이 입증되었다. 본 연구의 의의는 IT아웃소싱 서비스품질 평가에 KS-SQI모형을 적용한 측정도구를 개발함으로서 이론적인 확장을 이루었고, 실무적인 측면에서는 IT아웃소싱 제공업체와의 재계약을 위한 IT아웃소싱 서비스품질을 평가하는 도구로 활용될 수 있다.

• 기술표준
• /
• 통권94호
• /
• pp.26-27
• /
• 2009

• 한국경영과학회지
• /
• 제36권4호
• /
• pp.143-160
• /
• 2011

In the marketing research area, service quality and customer satisfaction have been considered as ones of the most important marketing variables. However, there has been a lot of controversy over the direction of the casual relationship between the service quality and the customer satisfaction. The purpose of this study is to investigate the casual relationship between the service quality and the customer satisfaction. Granger's test of casuality method has been used to test the casuality relationship between two variables. In this paper, we applied the Granger's test of casuality method to KS-SQI and NCSI data of 17 business area which had been gathered annually. As the research result, we found that the customer satisfaction might cause the service quality in many service area.

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

• 품질경영학회지
• /
• 제39권4호
• /
• pp.527-542
• /
• 2011

The importance of service industry in national economy is getting increasing due to current trend of aging society and increasingly desire for better quality of life. However, the level of labor productivity in domestic service industry is lower than Japan and Germany that are typically strong in manufacturing industry. Difficulty of process control and measurement in accordance with variability and intangibility which are features of service industry, is considered as the cause of this poor labor productivity in Korea. This study aims to present managerial implications by calculating sigma levels on branch bank service quality and suggesting the quality dimensions of banks can be checked through a gap comparison between the sigma level on service quality in the whole banks and service quality in each bank. Quality level presented by the KS-SQI is applied to the measurement method that Yoo Han Joo and Song Kwang Seok suggested in 2006. Spss18.0 is used as an analysis tool. As a result of factorial analysis, 7 dimensions of service quality in KS-SQI can be divided into new 3 dimensions of service quality. This study also suggests that width and number of questions in previous questionnaire shall be extended. The whole of the bank service quality level is evaluated 3 sigma. The research help banks to figure out their service quality level through gap comparison objectively.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2009년도 춘계학술대회
• /
• pp.501-510
• /
• 2009

Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

• 한국품질경영학회:학술대회논문집
• /
• 한국품질경영학회 2009년도 추계학술대회
• /
• pp.109-114
• /
• 2009

Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Also, we have analyzed customer satisfaction by comparing financial outcome of each industry Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

• Asia Marketing Journal
• /
• 제16권1호
• /
• pp.195-214
• /
• 2014

Many oil refinery companies have been proactively carried out marketing activities to survive in highly intensified service station industry. In 2012, SK Energy ranked number one in three customer satisfaction surveys (NCSI, KCSI, and KS-SQI). SK Energy's success is in its differentiated customer satisfaction business strategy. SK Energy has been implementing various marketing activities. As a part of the activities, it issued an affinity credit card with on spot discount privilege for the first time in the oil refinery industry. SK Energy also issued EnClean bonus card for OK Cashbag points that can be used for discounts at the service stations. On top of all, SK Energy generated point value-up with '3K Exclusive Privilege' program. In addition, team 'CS 119' was formed to noticeably improve the service. 'CS 119' visited each service station, diagnosed its CS service level then provided customized field training for improvement. Long-termimplementation of 'ACE Program', a field-base CS monitoring system, regularly checked customer satisfaction level. 'ACE Program' has significantly contributed improving SK Service Station's service quality and customer satisfaction. This case reviews customer satisfaction marketing activities SK Energy carried out. The focus is on distinctive factors that distinguish SK Energy's customer satisfaction marketing activities from competitors.