• 대한안전경영과학회지
• /
• 제19권4호
• /
• pp.221-230
• /
• 2017

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

• 한국콘텐츠학회논문지
• /
• 제6권8호
• /
• pp.20-29
• /
• 2006

본 논문은 IP를 통한 화상전화 서비스 환경에서 통화 품질 측정 E-Model을 개선하여 품질 분석과 유비쿼터스 환경에 적합한 화상전화 서비스 통화 품질 측정 모델을 제안한다. 이 연구는 영상전송에서 여러 손실 요소 중 부호화 및 지연에 관련된 모델을, 음성에서는 버스트 패킷 손실과 최신 효과를 적용하여 화상전화 서비스의 품질을 측정할 수 있게 하며, NR factor측정 모델과 UR factor측정 모델을 사용하여 사용자가 인지하는 실제 품질에 더 가깝도록 지연과 최신효과를 추가하는 방법을 제공한다. 결과적으로 화상전화 서비스 통화 품질 모델에 최신 효과를 감안하여 기존 모델보다 더 정확한 결과 값을 보일 수 있다.

• 한국의류학회지
• /
• 제28권3_4호
• /
• pp.483-490
• /
• 2004

By using the formerly established SERVQUAL Model, measurement methods and determinant variables in the other papers for the Service Quality, this study first focuses to find out the difference consumers' evaluation between before-experience and after-experience of the educational service, and second, to examine the difference consumers' evaluation between before-experience and after-experience of the educational service according to pre-recognition degree for the subjected educational service quality. The results are derived as follows. 1. As a consequence of the simulation, the consumers distinctly tend to recognize importance of human concern and visual aspect after experience of educational service. 2. Between the group with more pre-recognition degree and less pre-recognition degree for the subjected educational service quality, have no difference.

• 한국전자통신학회논문지
• /
• 제5권5호
• /
• pp.528-533
• /
• 2010

인터넷 전화의 사용이 증가하고 있고 최근에는 스마트폰이 보급됨에 따라서 스마트폰을 통한 인터넷 전화 서비스 이용이 급격하게 증가할 것으로 예상되고 있다. 특히 국내의 경우 이미 전국 상당 지역에 설치된 와이브로를 통한 인터넷 전화 서비스의 제공은 와이브로의 활성화로 이어질 수 있는 좋은 기회라 할 수 있다. 그런데 기존의 전화망이나 이동전화망을 통한 전화 서비스와는 달리 인터넷 전화는 서비스 품질이 보장될 수 없다는 문제점이 있고 특히 무선 환경을 통한 모바일 인터넷 전화 서비스의 경우 이 문제점은 더 심각해 질 수 있다. 따라서 보다 더 엄격하고 체계화된 모바일 인터넷 전화 서비스 품질 관리 방안이 마련될 필요성이 있다. 이를 향한 첫 단계로서 본 논문은 와이브로를 통한 모바일 인터넷 전화 서비스의 품질을 관리하기 위한 방안을 제안하고 이를 구현하기 위하여 개발된 소프트웨어의 개발 과정을 설명한다. 개발된 소프트웨어는 사용자 단말에 장착되어 전체적인 모바일 인터넷 전화 서비스의 품질을 VoIP 품질지표, 네트워크 품질지표, 무선 품질지표로 분류하여 측정함으로써 보다 효율적인 품질 관리가 가능하다는 장점이 있다.

• 품질경영학회지
• /
• 제44권2호
• /
• pp.265-276
• /
• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• Asia pacific journal of information systems
• /
• 제33권3호
• /
• pp.677-701
• /
• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• 품질경영학회지
• /
• 제47권4호
• /
• pp.807-822
• /
• 2019

Purpose: To increase the competitiveness of the university and improve the quality of education by providing education services that meet the student's satisfaction needs based on the education service quality survey of university students. Methods: A questionnaire consisting of 6 elements and 38 questions was prepared and students were surveyed. The importance and satisfaction ISA analysis was conducted. Results: The results of this study are as follows; there was a difference in the perception of importance and satisfaction by student characteristics regarding the results of educational service quality measurement. Working students need an extra effort in the educational environment and foreign students in student services. Conclusion: The importance of educational service quality-satisfaction survey should be used to identify the factors of educational service quality by student characteristics to improve student satisfaction, improve the quality of education, and support educational services with a strategic approach.

• 한국항해학회지
• /
• 제24권4호
• /
• pp.269-283
• /
• 2000

Service is the source of firm's competitive advantage in recent years. The importance of service quality in any service industry doesn't need to be disputed. Customers have expected the improvement of the quality of service they receive ,so providers are struggling to meet these expectations. This study aims at finding factors of service quality in passenger transportation. An empirical investigation and the measurement on the perceived Service Quality by customers in the passenger transportation system was carried out. The purpose of this study is to clarify the factors of service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combines research tools that include both empirical study and documentary research. Data was gathered from 239 passengers by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation (SERVQUAL) model. Research findings through empirical test are as follows. First, five service quality dimensions in passenger transportation are identical to SERVQUAL dimensions defined by Parasuraman, Zeithaml, and Berry in 1988. Second, demographic segments such as gender and age don't have significant different dimension of service quality. Third, there is no significant difference between groups by experiences such as price level, abroad tour and vehicle type in determinants of transportation service quality.

• 한국품질경영학회:학술대회논문집
• /
• 한국품질경영학회 1998년도 The 12th Asia Quality Management Symposium* Total Quality Management for Restoring Competitiveness
• /
• pp.102-110
• /
• 1998

It is recently to increase the interest of service quality. Nevertheless, it is the level in difficult to evaluate the service quality for its special feature. In this study, it was practiced for grasping the factors for which evaluating the service quality of bank and it was tried to examine how much these factors is affected on service quality. Though this study, we'll derive the factors of service quality from factors analysis which based on the T-test of making the consumer and the staff of bank. And then, I will account the different position between consumer and supplier by questionaire in relation to consumer and supplier.

• 품질경영학회지
• /
• 제38권3호
• /
• pp.378-390
• /
• 2010

From the perspective of employees working for public service agencies, we analyzed the causal relationship between service quality, relationship quality, design quality, customer satisfaction, and trust in public services. We conduct statistical analyses on the quality attributes we derived from a critical incident technique(CIT) analysis and build a measurement model, which has a second-order hierarchical structure. Survey data was collected from social work, childcare, and healthcare services. Using a structural equation modeling method, we identify a causal model and simultaneously estimate factor loadings and path coefficients. We find that all the quality dimensions are antecedents to satisfaction and then satisfaction precedes trust. The results show that service quality and design quality mediate in parallel the effect of relationship quality on satisfaction and both relationship and design qualities have stronger effects on satisfaction rather than service quality.