• 유통과학연구
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• 제13권9호
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• pp.19-27
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• 2015

Purpose - In a global economy, marketers are required to understand service quality from an international consumer viewpoint. Despite the increased need for cross-cultural research, few studies have developed service quality research international in scope. The present research aims to shed light on variations in airline service quality among international consumers. Research design, data, and methodology - Conducting crosscultural research, this study compares airline service quality variations, investigating an international consumer group and a Korean consumer group. T-test and factor analyses are applied to examine mean scores and factor structure of the airline service dimensions. Results - The results indicate there are significant differences in mean comparisons between the groups. The international consumers indicate significantly higher service perception scores than the Koreans. Further, we find that the factor structure of airline service quality diverges between the groups. The international group considers airline service quality in four dimensions, while Koreans consider it in two. Conclusions - The study sheds new light on international service variations and suggests that the field of airline service quality may differ by nations and/or cultures.

• 품질경영학회지
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• 제25권2호
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• pp.169-188
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• 1997

The purpose of this study is concerned with suggesting a new a, pp.oach to evaluating the overall product quality in the sense of the relative efficiency of products, whose quality is measured with 8-dimensional attributes, suggested by Garvin. The attributes included 8 quality measures, that is, performance, features, reliability, conformance, durability, serviceabilit, aesthetics, and perceived quality. This study, also, introduced DEA(Data Envelopment Analysis) as an evaluation tool to tackle the problem of how to measure one product against another when each product can be measured along a number of dimensions, and given that there exists no a priori satisfactory weighting scheme to combine these dimensions into an overall rating for each products. In order to a, pp.y the DEA to evaluating the products, we must define two concepts, such as DMU(Decision Making Units) and input-output relationship. Finally, the suggested method in this study was validated through a case study of the electric jar, and this DEA a, pp.oach can be used in evaluating the other products with multi-attrribute quality.

• Nutritional Sciences
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• 제8권2호
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• pp.140-147
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• 2005

In order to promote foodservice for older adults, foodservice directors in Continuing Care Retirement Communities (CCRCs) must identify the dimensions used by residents to evaluate the service quality of dining service. A multidimensional measure of perceived service quality was developed based on residents' responses about their experiences with dining service. A survey was administered to residents in two CCRCs. Based on the results of principal component analysis, this study identified four dimensions: food quality, dining room employee's attitude and service skills, dining room employee's safety and cleanliness, and systemization of service delivery process. A new dimension that reflects residents' concern for the dining mom employees' safety and cleanliness also emerged. 1bis study points to areas of improvement for food quality and dining room employee's safety and cleanliness.

• 품질경영학회지
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• 제33권3호
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• pp.71-90
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• 2005

New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.

• 품질경영학회지
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• 제28권4호
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• pp.119-139
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• 2000

In order to examine the determinants of new product success, 217 winning products in Korean market are analyzed with a focus on merchantability. For the purpose of the analysis, dimensions of products are classified into function, aesthetics, economy, safety, usability, reliability, brand image, assurance, distribution channel, advertisement, DFE(desing for the environment). The major dimensions of sinning products were identified for each category of the products. The results this study would be a cue to the future direction of new product development.

• 품질경영학회지
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• 제39권4호
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• pp.527-542
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• 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.

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

• 한국주거학회논문집
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• 제8권3호
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• pp.99-109
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• 1997

The purpose of this study was to formulate the model which focus on the quality of housing, and to evaluate the residential environmental qualities according to the model. SPSS PC$^{＋}$ for window (version 6.1) were used for these purposes. The major findings are as follows: 1) The level of housing quality were divided into two dimensions: amenity and convenience. 2) Good towns of amenity among the new towns were found Bundang, Ilsan, Gwucheon, Mokdong and good towns of convenience were found Yeongtong, Joongdong, Pyeongchon.

• The Journal of Asian Finance, Economics and Business
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• 제6권1호
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• pp.177-185
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• 2019

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines (WHL) outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. This study was based on a survey of 135 people. The outcome is the service quality of WHL outbound services can be identified by three dimension(s): Empathy and Responsiveness, Assurance, and Reliability. It would help management to have an overall picture about the current service quality, and to find solutions to improve service quality following the recommendations. WHL managers need to recognize that "Reliability" has the strongest influence on customers' expectations, then come "Empathy and Responsiveness" and "Assurance". Therefore, board of managers should spend time looking carefully at each of the three dimensions, especially for the biggest gap between perceptions and expectations of three dimensions as well. Then the recommendations were raised.

• 한국항만경제학회지
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• 제28권1호
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• pp.203-227
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• 2012

본 연구는 부산항 신항을 이용하는 고객을 대상으로 항만 서비스품질 차원(항만 내적 서비스 품질, 항만 외적 서비스품질, 항만 상호작용품질), 신뢰, 만족 및 충성도 간에 미치는 영향을 조사하기 위해 기존 연구에 근거하여 모델을 제안하였다. 특히 만족과 충성도 간의 관계에 전환장벽의 조절효과를 제안하였다. 분석에는 317부를 이용하였고, 측정모델의 타당성을 검증하기 위해 확인요인분석을 실시하였고, 가설을 검증하기 위해 AMOS 통계분석 방법을 이용하였다. 본 연구의 결과, 항만 서비스품질 차원은 항만 고객신뢰와 항만 고객만족에 정의 영향을, 항만 고객만족은 항만 고객신뢰에 정의 영향을, 항만 고객만족과 항만 고객신뢰는 항만 고객충성도에 정의 영향을 미쳤다. 그리고 항만 고객만족과 항만 고객충성도 간의 관계에서 전환장벽은 조절효과를 가졌다. 마지막으로 이러한 조사결과를 바탕으로 시사점과 미래연구방향을 제시하였다.