• International Journal of Quality Innovation
• /
• 제9권1호
• /
• pp.113-133
• /
• 2008

In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

• 보건행정학회지
• /
• 제18권3호
• /
• pp.41-57
• /
• 2008

To examine the gap between physician's perceived importance and performance of care and to identify factors associated with the gap. A self-administered questionnaire survey was conducted with 91 physicians working in a University hospital in Seoul. The respondents were asked about their perceived importance and actual performance of interpersonal care on a 5-point Likert-type scale, indicating a higher score as higher importance and performance. Interpersonal care was measured by questions modified from the Korean Standard Service Quality Index, which are grouped into 6 categories: basic services, extra services, reliability, courtesy, convenience, and tangibles. Multiple regression analysis was conducted to find out physician characteristics associated with the gap. All of the 6 interpersonal care categories showed lower performance than perceived importance. The respondents tended to have a worse performance than perceived importance as the number of patients per outpatient care session ($\beta$=-0.0204, p<0.05) and the need for customer satisfaction education increase ($\beta$=-0.2226, p<0.05). Female physicians ($\beta$=0.2336, p<0.05) and those with higher job satisfaction($\beta$=0.0096, p<0.05) showed a better performance than perception. Overall, it appears that lower quality of interpersonal care was delivered to patients than the desired level considered by the responding physicians. Based on the regression analysis results, it is suggested that reducing patient volume per session, fulfilling education need for customer satisfaction, and improving job satisfaction may contribute to reduce the gap between physician's perceived importance and performance of interpersonal care.

• 가정과삶의질연구
• /
• 제15권4호
• /
• pp.65-80
• /
• 1997

Korean-American and American adolescents' attitudes toward the elderly(OP Scale) and their perception on the generational difference(GN GAP) were compared to find whether there is a difference according to the race. Adolescents' perceived generational gap was considered to be one of the most influential factor affecting their attitudinal differences. Adolescents regardless of face showed a somewhat positive attitudes toward the elderly and they perceived generational gap a little positively. Adolescents' age and sex were found not to be related with their attitude toward the elderly and generational gap. For the Korean-Americans birth-order was negatively related to the generational gap perception. the quality of relationship with grandparents was the crucial factor influencing adolescents' perceptions on generational gap and their attitudes toward the elderly indirectly. Grandparents' health and age affected on the quality of relationship. Additionally adolescents' favorite g andparent was found to be maternal grandmother and their relation style and conflict areas were different according to the race.

• 한국프랜차이즈경영연구
• /
• 제1권1호
• /
• pp.1-17
• /
• 2010

프랜차이즈 가맹점의 계약 전 기대와 운영 후 지각된 성과에 대한 부정적 차이인식(gap)의 정도가 커지면 분쟁의 원인으로 발전할 수 있는데, 이는 근본적으로 가맹본부가 신규 가맹점 모집에 급급한 나머지 계약전 기대를 너무 높게 만들어 운영 후 지각된 성과와의 부정적 차이인식(gap)이 커지면서 발생하는 경우가 높다고 볼 수 있다. 따라서 본 연구에서는 가맹본부의 관계지향성에 대한 가맹점의 계약 전 기대와 운영 후 지각된 성과의 차이인식(gap)을 통해 가맹본부의 관계지향성에 대한 가맹점의 만족도를 간접적으로 측정하고, 관계지향성에 대한 차이인식(gap)이 프랜차이즈 업종별로 어떻게 다르게 나타나는지 알아보고자 한다. 본 연구의 실증분석 결과, 관계지향성에 대한 차이인식(gap) 평균이 모두 음(-)으로 나타난 것은 운영 후 지각된 성가가 계약 전 기대보다 낮다는 것을 의미하는 것으로, 가맹점 계약 전 기대관리의 필요성과 함께 프랜차이즈 업종별로 관계지향에 대한 차이인식(gap)이 다르게 나타났다는 것을 밝혔다는 데에서 그 의의를 찾을 수 있다. 이런 점들로 볼 때, 프랜차이즈는 가맹본부와 가맹점 간의 계약관계에 의해서 유지되는 시스템으로 지속적인 관계를 유지하기 위해서는 많은 노력과 함께 기대관리가 필요하다.

• 대한가정학회지
• /
• 제37권4호
• /
• pp.71-84
• /
• 1999

The purpose of this study is to examine the relationships among selected socioeconomic variables(age, household income, education duration; perceived income adequacy, gap between living standards and level), financial management and financial satisfaction. The sample size is 298 interviewee, and the unit of analysis is household in Seoul. Results of the study indicate that perceived income adequacy is significantly related to financial management. And perceived income adequacy, household income, gap between living standards and level, and age are significantly related to financial satisfaction. Although perceived income has an indirect effect on financial through financial management, but indirect effect is too small, financial management is not examined as intervening variable.

• 부모자녀건강학회지
• /
• 제10권2호
• /
• pp.123-135
• /
• 2007

Purpose: This study was to examine whether there were any differences in perceived social support, self-esteem and behavioral problems between children from broken families who participated in after-school education programs and others from broken families. Method: The subjects in this study were 45 children from dispersed families who were housed in a social-welfare agency in the city of Daejeon. Out of them, 22 children were grouped into an after-school educated group, and the others were selected as a uneducated group. SPSS program was used to analyze the collected data, and statistical data on real number and percentage were obtained. Besides, $x^2$-test and T-test were employed as well. Result: The major findings of the study were as follows: First, the perceived social support intergroup gap between the after-school educated group and uneducated group was not statistically significant. Second, the self-esteem intergroup gap was statistically significant(p<.01). Third, the delinquent behavior intergroup gap was statistically significant (p<.05). Fourth, as for correlational relationship among their perceived social support, self-esteem and behavioral problems, perceived social support has a positive correlation to self-esteem in the educated group(r=0.62, p<.01), and self-esteem was negatively correlated to internalizing problems in that group(r=-0.59, p<.01). The correlation of those factors was statistically significant. Conclusion: It has been confirmed that the after-school education program of broken familie child is very important in the healthy development of the children.

• 간호행정학회지
• /
• 제11권4호
• /
• pp.425-437
• /
• 2005

Purpose: The purposes of this study were to compare the nursing service quality, gap, overall nursing service satisfaction, overall medical service satisfaction and intent to revisit the hospital perceived by consumers and providers. Methods: Data were collected with self-administered questionnaire and analyzed using frequency, %, mean, standard deviation, t-test, Pearson correlation coefficient, and multiple regression analysis. Result: Nursing service gap perceived by consumers was smaller than that of providers. Consumer's overall satisfaction with nursing and medical service was higher than that of nurses. In consumers, nursing service satisfaction alone accounted for 62.9% of the variance in their intent to revisit the hospital, while explained 3% of the variance in providers. Conclusion: There are definitely perception gap between consumers and providers. Therefore nursing and hospital managers must recognize it, and carry out the internal marketing strategies for nurses.

• 대한영양사협회학술지
• /
• 제3권2호
• /
• pp.123-140
• /
• 1997

The purpose of this study were to assess main management components that can lead to successful university foodservice operations. Specifically, it was intended to develop the tool which assesses the service quality, management, to assess the difference between customer importance from and perceptions of service quality, to compare management perceptions of customer importances with actual service delivery, and to identify internal problems which affect service quality with the use of gap model. Three types of questionnaires were developed and implemented for customers, foodservice personals and foodservice manager. Assessment tools were developed based on the literature review, SERVQUAL, GAP model, and the pilot study. Through the validity and reliability test, the questionnaires were revised. Questionnaires were distributed to 900 university students, 207 foodservice personnels, and 54 foodservice manager respectively. 831 university students, 177 foodservice personnels, and 48 foodservice manager were responded with a response rate of 92.3%, 85.5%, and 88.8% respectively. Statistical data analysis was completed using the SPSS programs for descriptive analysis, ANOVA. and SNK test. The results of this study can be summarized as follows : 1. In quality service management components, 31 quality service attributes were categorized and named into primary quality, secondary quality, hygiene, empathy, tangibles, reliability, responsiveness, and price by the factor analysis. 2. Importance mean score of customers was 4.02 out of 5, but perception mean score of customers was 2.55. So there was a relative big gap(1.47) between importance and perception scores, especially in three dimensions of responsiveness, primary quality, and hygiene. 3. It showed that customers' mean scores of perceived service quality by dimensions were the following order : price > reliability > secondary quality > hygiene > tangibles > primary quality > responsiveness > empathy. And the perception mean score of rented(2.59) or contracted(2.58) management was significantly higher than that of self-operated(2.48). 4. Customers' importances mean score which internal customers recognize was 4.23 out of 5, but service delivery mean score was 3.85. So there was a little gap(0.39) between management perceptions of customer importances and actual service delivery. 5. In gap model, SERVQUAL score showed -1.47, Gap 1 positive 0.15, gap 2 negative 0.61, and gap 3 was positive 0.19. 6. The internal problems were as follows : (1) The managers of University foodservice perceived well enough the customers' expectation value but their management competency was lacked in terms of responding customer needs, (2) The foodservice staff perceived service performance more highly than service quality specifications.

• 재활간호학회지
• /
• 제19권1호
• /
• pp.30-42
• /
• 2016

Purpose: This study compared the importance and performance of rehabilitation nursing needs perceived by stroke patients and nurses. Methods: A total of 275 subjects were divided into two groups. One group was 136 stroke patients and the other was 139 nurses. Data were collected with the Rehabilitation Nursing Service Inventory. The data were analyzed by t-test and ANOVA using the SPSS/WIN 21.0 program. Results: The degree of importance and performance in rehabilitation nursing needs perceived by the stroke patients were $3.69{\pm}0.47$ and $3.48{\pm}0.50$, respectively, showing a significant difference (t=21.04, p<.001). The degree of importance and performance perceived by nurses were $3.84{\pm}0.42$ and $3.60{\pm}0.45$, respectively, showing a significant difference (t=26.53, p<.001). A significant difference in the degree of importance and performance in rehabilitation nursing needs was also observed between stroke patients and nurses (t=-2.78, p=.006; t=-2.12, p=.035). Conclusion: These findings showed that there was a perception gap between stroke patients and nurses. Therefore, it will necessary to identify methods for reducing this perception gap and developing rehabilitation nursing intervention considering the rehabilitation nursing needs of stroke patients.

• 품질경영학회지
• /
• 제38권2호
• /
• pp.161-170
• /
• 2010

Diffusion of e-learning has been accelerated according as the convenience and effectiveness have been increased rapidly due to the advancement of information technology. However, there has been few studies on systematic evaluation of its performance. SERVQUAL model was applied to evaluate the service quality of a 100% on-line lecture opened in a major Korean university. Two classes, one for 71 undergraduate students, the other for 79 graduate students, were opened for the lecture. The gaps between the expected service and the perceived service scores were compared with respect to sex, age, and e-learning experience. Although the gap score of male and female students were not different significantly, the gap scores among the other comparative groups were different. The perceived score of the older group with more than thirty ages was lower than that of the younger group. It seems that the older group evaluated the score based on the practical use of the subject since they are part-time students with jobs. Also, the perceived score of the group with previous e-learning experience was higher than that of the group with no e-learning experience. It seems that the experienced group evaluated it compared with the previous e-learning satisfaction. As it might be expected, the groups with higher perceived scores had stronger intention to recommend the e-learning lecture to other students.