• Culinary science and hospitality research
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• v.23 no.4
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• pp.144-162
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• 2017

This research utilized integrated package program of PASW Statistics 18.0 and AMOS 22.0 to analyze how the influence of service quality factor of coffee chains affects customer satisfaction and intention of customer behavior. The utilized statistics techniques were frequency analysis, exploratory, confirmatory factor analysis, covariance structure analysis, multiple group structure equation model analysis, etc. As a result of hypothesis verification, first of all, it was verified that the service quality factor of coffee chains affected positive (+) effect on service justice. Second, it was verified that the service justice affected positive (+) effect on customer satisfaction. To see it detailed, it is possible to see that all factors, perception of interactive justice, distributive justice, procedural justice, were adopted as the case of affecting service satisfaction (p<.001). Third, it was verified that among the circumstances that service quality affected to satisfaction, justice played a role as intermediary role. Fourth, it was verified that service satisfaction affected positive (+) effect on customer satisfaction, finally, the influence that customer satisfaction affecting behavioral intention has no effect on behavioral intention by brands of domestic or abroad.

• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.74-84
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• 2011

The purpose of this study is to understand the relationship between educational environment services offered and student satisfaction with them. A survey was conducted to 314 students in a cooking and food service program. To achieve the purpose of this study, SPSS 17.0, a statistics program, was used for a descriptive analysis, a frequency analysis, a factor analysis, a multiple regression analysis, a cluster analysis and a One-Way ANOVA analysis. The hypothesis test result of the effect of educational environment services on satisfaction showed that there was a partially significant effect in satisfaction with facilities and lecturers(p<0.01) as well as administrative services (p<0.01). In the cluster analysis of educational environment services, cluster 1 was classified as a mistry cluster, cluster 2 as a satisfied cluster, cluster 3 as a dissatisfied cluster and cluster 4 as a positive cluster. They showed a statistically meaningful result in the one-way ANOV A(p<0.01).

• Journal of Distribution Science
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• v.18 no.10
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• pp.39-52
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• 2020

Purpose: This study aims to find out the relationship between the impact of Korean crew on airline service quality in the global aviation market, which is the representative of the face-to-face sales and can help in the face-to-face market of aviation services. Research design, data: The survey was conducted for about a month from March 1 to April 6, 2020, and a total of 300 copies were used in the analysis of the results. To verify the hypothesis, data was analyzed using the statistical package program SPSS 18.0, and frequency analysis, exploratory factor analysis, correlation analysis, and multiple regression analysis were performed. Results: It is a study on the sales of face-to-face service of crews of global airlines. Non-verbal elements in airline service face-to-face sales have been shown to have a significant impact on service quality. Conclusions: In the face-to-face service sales of global airlines, communication has been shown to affect service quality. A face-to-face sale using mother tongue means important. The better the flight attendant's linguistic face-to-face selling ability, the more positive on the airline's quality of service. It suggests that the communication skills of managers in the aviation service market are important for repurchase.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.8 no.3
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• pp.67-76
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• 2013

In this study we surveyed service satisfaction for the start-up support program and measured the relative importance of the factors that influence service satisfaction. The five service factors(physical facilities, finance and accounting, human resources, marketing, product development) were used to measure service satisfaction. Typically, the relative importance of predictors is assessed by simply comparing their standardized regression coefficients. However, when the predictors are correlated, regression coefficients cannot be used to explain variance shared by two or more predictors. The dominance analysis used by many researchers in recent years to measure the relative importance of predictor variables. In this article, we applied it in satisfaction research for the start-up support program. The results obtained by the dominance analysis are compared with the results obtained by multiple regression analysis. And satisfaction and relative importance of the five factors are analyzed by entrepreneurship motivation. These findings will contribute to the marketing research field relating to service satisfaction. Service satisfaction for the start-up support program can improve based on this study.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2006.06b
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• pp.381-387
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• 2006

The concept of Container Terminal Service has been used in respect to port service until now. There is no necessity to distinguish container terminal service by concept or property. The purpose of this study is to develop the most appropriate Service Quality in the container terminal through empirical analysis such as existing theoretical studies, expertise survey and SAS program. It is necessary to show the way of evaluating Container Terminal Service's importance and Service Quality. This study intends to understand overall satisfaction survey by Container Terminal Service's evaluation through Regression Analysis where customer satisfaction will be the dependant variable.

• Journal of Korean Critical Care Nursing
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• v.11 no.3
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• pp.71-84
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• 2018

Purpose : This study develop a Video Recording-Based Standardized Handoff (VRSH) program at shift change for ward nurses. Methods : The study was conducted in five medical, three surgical, and one comprehensive nursing care service wards affiliated with a secondary general hospital. In this methodological study, the VRSH program was developed between April and December, 2017. It is noted that 65 nurses who were involved in the VRSH program participated in this study. Results : In line with the modified Situation, Background, Assessment, Recommendation tool, the VRSH program consisted of three phases. In the VRSH program, the average time for handoff duration was 3-5 minutes per patient. More than 90% of the ward nurses were satisfied with the VRSH program since it benefited them by reducing overtime work and improving the performance, as well as effective communication, of nurses. The content analysis of nurses' VRSH program experience, revealed three categories and eight sub-categories. Conclusions : This study provides evidence that the VRSH program improves effective nursing performance and, the handoff communication and relationships between nurses. Future studies on large sample sizes and multiple settings are required to substantially evaluate the impact of the VRSH program on clinical outcomes.

• Korean Institute of Interior Design Journal
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• v.17 no.3
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• pp.51-58
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• 2008

Lately, in public libraries, there are various service programs for child user by corresponding to importance of reading based education and also a variety of changes by accommodating family based cultural life style. Therefore there is a need for space planning based study on unit-data room. This study gives guide-line of space planning through categorizing of space plot and furniture lay-out in child data room. The researcher, as a first step, searched web sites of 29 data rooms of 26 libraries and summarized space plots and features of data rooms through in-person visits. Then the author made a categorization standard and did a general analysis of featured data rooms through multiple categorization steps. There are Basic Type, General Type, Book-Shelf Centered Type, Book-shelf Scattered type and Multi-Functional Type out of this categorization steps. In sum, six categorizing bases, dividing infant room from child room, space zonning, position of entrance, compactness of reading space, position of book-shelf and orientation of book-shelf will be important design standards for child data-room of future libraries and an effective guide-lines for other unit data-rooms.

• Korean Journal of Occupational Health Nursing
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• v.21 no.2
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• pp.145-153
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• 2012

Purpose: The purpose of this study was to verify influencing factors on service quality provided by care helpers working for the elderly in long term care. Methods: The data were collected using self-reported questionnaire from 221 care helpers working in long-term care facility or home care service center. The data were analyzed using multiple regression with the SPSS/WIN 17.0 program. Results: There were significant differences in service quality depending on the health status, intimacy level, pleasure level, job education, and turnover intention. Factors influencing service quality were gender, intimacy level with elderly, type of working place and job satisfaction with $R^2$ value of 17.3%. The most influencing factor was intimacy level (${\beta}$=.249), followed by job satisfaction (${\beta}$=.208), gender (${\beta}$=.170), and type of working place (${\beta}$=.146). Conclusion: The results of this study indicate that the effort to improve the service quality of care helper should be focused on helping intimacy building between the elderly and the care helper. Also, a more effective way to improve service quality would be intervening for care helpers providing institutional care.

• Journal of Fashion Business
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• v.10 no.1
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• pp.106-119
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• 2006

The purpose of this study was to analysis how perceived beauty service quality, perceived value influenced on purchase intention of customers. Moreover, this study was suggested strategic solutions for beauty managers and employees to build efficient marketing strategies in order to maximize customer satisfaction. For research method, SPSS 12.0 program was used and for the accuracy of precision of a measuring instrument reliability test was applied. And then simple and multiple regression analysis were performed to examine the effects of independent variables to dependent variables to dependant variables. The results of this study were five folds: the higher perceived service quality of beauty service was, the higher perceived value, satisfaction, word-of-mouth, and intention of revisiting were; the higher perceived value was, the better satisfaction, word-of-mouth, and intention of revisiting were; technical service quality was single most important factor affecting influence on perceived value, satisfaction, word of mouth, intention of revisiting, and functional service quality and physical service quality were listed second and third.