• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.159-173
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• 2019

The purpose of this study is to examine the effect of service quality of banks on customer satisfaction and recommendation intention through empirical analysis. In particular, the focus was on the differences of the causal effect between PB(Private Banking) customers and regular customers. For this study, two groups were surveyed and 428 valid questionnaires were analyzed. The hypothesis was tested with a structural equation model using AMOS 23.0. As a result, empathy, reliability and tangibles of bank service quality had a positive(+) effect on customer satisfaction. However, responsiveness and assurance were not statistically significant. On the other hand, customer satisfaction has a positive effect on recommendation intention. This study was conducted to compare the two groups, PB customers and regular customers, and found a significant difference. In the PB customers group, tangibles had a positive effect on customer satisfaction, but no other factors were supported. On the other hand, in the regular customers group, empathy and reliability had a positive effect on customer satisfaction while responsiveness, assurance, and tangibles were not supported. Customer satisfaction were analyzed to have a positive influence on recommendation intention in both groups. These findings are academically significant by applying the SERVQUAL factors to banking services and revealing the differences between the PB customers and regular customers. In practice, it is meaningful in that it provided banks with the insights needed for future segmentation and management of customer groups.

• Journal of the Korean Society of Food Culture
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• v.14 no.4
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• pp.305-317
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• 1999

An attempt was made to provide valuable information to improve service quality and customer satisfaction for in-flight catering service. The customers' demographic characteristics that impact on service quality and customer satisfaction were examined for a group of customer. 474 customers who have been used the airplane within 1 year were participated in this study. Statistical analysis was performed using SAS software program (version 6.01) for descriptive analysis, factor analysis, t-test and ANOVA. The results of the study can be summarized as follows: 1. Service Quality in In-flight catering was assessed on the basis of 18 service quality attributes and 5 dimensions derived from a factor analysis. After comparing customers' perception to customers' expectation regarding in-flight service quality, the quality of dimensions for 'meals', and 'sanitation' were not showed any significant differences. However, the expectation for dimensions of 'diversity of menu', 'providing information', and 'the degree of concern to the customers' were rated significantly higher than the perception for those. 2. Among the demographic variables, age and gender had highly influences on the customers' expectation and perception regarding service quality and customer satisfaction. 3. The korean food that the customers wanted to have for in-flight meals was investigated. Among the kinds of gruel(jook), abalone gruel(jeonbok-jook), pumpkin gruel(hobak-jook), and pine-nut gruel(jat-jook) were chosen to have for in-flight korean meals. It was rated that the preferences for beef soup(sogogikook), hot spicy beef soup(youkgaejang), brown sea-weed soup(miyoukkook) were higher than others in soup group. The preferences for boiled rice with assorted mixture(bibimbab) showed the highest and beef and rice soup(seoleongtang), boiled rice with four the staple cereals(ogogbab) were preferred higher than the others in main dish group. Bulgogi was rated the most popular dish. Korean style punch with omiza(whachae), sweet rice dish(yaksik) and fried glutinous rice cake(gangjeong)showed high preferences in dissert.

• Journal of applied mathematics & informatics
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• v.25 no.1_2
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• pp.389-405
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• 2007

In this paper, we study a k-out-of-n system with single server who provides service to external customers also. The system consists of two parts:(i) a main queue consisting of customers (failed components of the k-out-of-n system) and (ii) a pool (of finite capacity M) of external customers together with an orbit for external customers who find the pool full. An external customer who finds the pool full on arrival, joins the orbit with probability ${\gamma}$ and with probability $1-{\gamma}$ leaves the system forever. An orbital customer, who finds the pool full, at an epoch of repeated attempt, returns to orbit with probability ${\delta}\;(<\;1)$ and with probability $1-{\delta}$ leaves the system forever. We compute the steady state system size probability. Several performance measures are computed, numerical illustrations are provided.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.145-150
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• 2016

The Malaysian hotel industry is experiencing growth due to the increase of new hotels and hospitality-related service through inbound of business travelers and tourists to Malaysia. The influx of tourist is expected to increase and luxury hotels are beginning to be more popular. The interest of studying customer perception toward tourism facilities, especially in luxury hotels has also witnessed an increase. In this study, a qualitative approach on how customers perceive luxury hotels was conducted. This study covered customer satisfaction and service quality perceived by customers toward Sunway Resort Hotel and Spa. Ten individuals were involved in data collection, and data were analyzed thematically. Findings were themed based on positive and negative responses provided by both international and local customers.

• Industrial Engineering and Management Systems
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• v.15 no.2
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• pp.131-142
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• 2016

We consider a multi-server queueing system without buffer and with two types of customers as a model of operation of a mobile network cell. Customers arrive at the system in the marked Markovian arrival flow. The service times of customers are exponentially distributed with parameters depending on the type of customer. A part of the available servers is reserved exclusively for service of first type customers. Customers who do not receive service upon arrival, can make repeated attempts. The system operation is influenced by random factors, leading to a change of the system parameters, including the total number of servers and the number of reserved servers. The behavior of the system is described by the multi-dimensional Markov chain. The generator of this Markov chain is constructed and the ergodicity condition is derived. Formulas for computation of the main performance measures of the system based on the stationary distribution of the Markov chain are derived. Numerical examples are presented.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.398-414
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• 2008

The purpose of this study is to analyze the effect of restaurant atmosphere on its image and customers' emotional responses and behavior. The results of this study indicated that perceived restaurant atmospheres had a significant effect on customers' emotional responses, and these emotional responses greatly influenced the image of a restaurant. Especially, the ambient and cleanliness factors of restaurant atmosphere influenced a restaurant image, and the positive image from those factors had a significant effect on customer behavior. The design and human factors of restaurant atmosphere influenced customer behavior, and the positive image from those factors had a significant effect on customer behavior. Finally, it was verified that the restaurant atmospheric factors affected its image and customers' emotional responses and behavior. Moreover, the better the restaurant atmospheric factors(design, ambient, cleanliness, humanity) are, the better customers' emotional responses and image are, thereby increasing customers' revisiting and word-of-mouth intention.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.5 no.10
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• pp.1733-1750
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• 2011

In the early stages of a software project, it is critical to understand the needs of the customers and elicit their customer requirements. Various requirements elicitation methods have been proposed. However, existing methods still have the limitations such as a limited number of target customers, limited expression of customers' opinions, and difficulty in collecting the customers' opinions continuously. A novel method for eliciting customer requirements is proposed by utilizing a social network service (SNS), which is a shared source of raw information of the customers' needs and opinions. The proposed method is validated to show its effectiveness in overcoming the limitations of existing methods.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.22-34
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• 2007

We researched the previous study about the restaurant's physical environment and had made up questionnaires. The purpose of this study is to analyze the effect of physical facilities of family restaurants on customers' satisfaction. The result was as follows: First, customers visited with friends or family irrespective of days $2{\sim}3$ times a month. Second, the physical environment factors of family restaurants were interior design, interior, making atmosphere and exterior. Third, it was the interior factor(0.268), making atmosphere factor(0.353) and exterior factor(0.244) that affected customers' satisfaction in family restaurants(p<0.001). $R^2$ change was 0.659 and the regression model was suited to our study(F=56.475). To increase customers' satisfaction, the physical environment of family restaurants needs remodeling in proper time.

• Proceedings of the KIEE Conference
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• 1987.11a
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• pp.154-156
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• 1987

An important aspects of power system design involves consideration of service reliability requirements of load to be supplied and service reliability provided by any proposed system. This paper shows the investigation of the 1984 KEPCO service reliability to the large electric consumer whose contracted maximum demand is over 500 kw. 68 customers of the total 111 investigated are located in Myungdong area and Yuido in Seoul. Of the customers are included hotel Lotte, Giobo and Seoul national University Hospital. The average service reliability of Myungdong area customers is 316min/yr/customer and about 7 times/yr/customer, and 160 min, 6 times for Yuido. Which the service reliability the interruption and the interruption frequency which caused by the customers receiving facilities were showed. The investigation is telling that the service reliability of the underground distribution area are very superior to the other area reliability. The investigated reliability seem not appropriate to be improved by change of distribution System as well as equipments and facilities improvement in the near future.

• Proceedings of the KIEE Conference
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• 2003.11a
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• pp.196-198
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• 2003

The impacts of electric service interruption to customers depend on customer and interruption characteristics. Customer characteristics include demographic aspects(residential type, and number of household members) and power supply types whereas interruption characteristics include frequency, duration, time, and day of interruption. Accordingly evaluation of these customer interruption costs is very complicated and subjective. For residential customers, customer survey method seems most appropriate because interruption impact to residential customers is intangible. In other words, the value of housework or lost leisure due to interruption is individual. Accordingly, this paper selected the customer survey method to assess the interruption costs for residential customers.