• Journal of Distribution Science
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• v.11 no.12
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.17 no.2
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• pp.609-625
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• 2023

This study is a demand research for the selection of public safety science and technology equipment and suggests an empirical research method. The technology demand survey is the beginning of the selection of innovative technology. And it is the basis of collecting information required for the technology required in the market and helping to apply it to the field. The demand survey for police science and technology can reduce the uncertainty of crime prevention and help the smooth implementation of security policies. However, in Korea, adoption of security science and technology equipment was centered on social issues or researchers' opinions rather than the demands of field users. Until, there was no research has been conducted on the demands of field police officers for selection of security science and technology equipment in Korea. Also, there was no preferential study for the demand for security science and technology equipment. Therefore, this study proposes a methodology that can systematically identify the needs for the technology and equipment of field experts suitable for the public security situation for the selection of security science and technology equipment. Specifically, we propose a sample design for a technology classification system and a survey tool for technology awareness and satisfaction. It is expected that this tool will provide a classification system for security science and technology equipment selected for the Korean police and will help determine the priority of equipment suitable for the field.

• Journal of Distribution Science
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• v.12 no.8
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• pp.123-132
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• 2014

Purpose - Recently, Korean companies have been struggling to perform well in the larger smartphone market in China, which is regarded as a blue ocean area. First, it is very important to accurately understand the Chinese consumers, who have a different consumption culture and value system from the Korean culture and system. This would help to identify priorities for the Chinese market. Further, considering the smartphone industry, where technological change is rapid, Korean companies will need to take prompt measures about market trends in order to establish strong competitiveness. Consequently, this study focused on analyzing the relationship between the variables of consumption value, satisfaction, and loyalty in the Chinese smartphone market. The principal dimensions of consumption value, which smartphones have, was analyzed, and the influence on satisfaction was identified. Moreover, the relationship among the variables of satisfaction, attitudinal loyalty, and behavioral loyalty was empirically analyzed. Research design, data, and methodology - This study examined the relationships between various consumption values (functional value, emotional value, social value, epistemic value, and economic value), along with satisfaction and loyalty. The data were collected through a questionnaire survey that was circulated to 310 customers who were users of smartphones in Chingdao and Yeontae regions in China. The survey was conducted from June 23 to August 4, 2013. A total of 301 responses to the questionnaires were collected and used for the data analysis. Moreover, a path analysis based on Lisrel 8.54 was used for the hypothesis test. Results - The variables of functional value, emotional value, social value, and epistemic value were revealed to have positive effects on satisfaction related to smartphone usage. However, the variables of monetary cost and psychological cost were not found to have negative effects on satisfaction related to smartphone usage. Moreover, satisfaction positively influenced attitudinal loyalty related to smartphone usage, but did not have a significant influence on behavioral loyalty related to smartphone usage. Specifically, satisfaction is essential, but not a sufficient condition for building behavioral loyalty in relation to smartphone usage. In addition, attitudinal loyalty positively influenced behavioral loyalty in relation to smartphone usage. Conclusions - First, this study shows that functional value, emotional value, social value, and epistemic value in relation to smartphone usage are important for marketing in the Chinese smartphone market. Particularly, functional value and emotional value play pre-eminent roles as regards customer loyalty in the use of smartphones. Second, the results of this study reveal that the variables of monetary cost and psychological cost are not important to the Chinese consumers. Specifically, the smartphone price and cognitive effort are not perceived as value barriers. Third, satisfaction did not guarantee behavioral loyalty in relation to smartphone usage, and the strategic approach for improving the repurchase and referral action in relation to smartphones based on solid attitudinal loyalty would be desirable and should be the focus of the marketing activities of Korean smartphone companies.

• Quality Improvement in Health Care
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• v.8 no.1
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• pp.74-83
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• 2001

Background : Since a Gamma Knife had been installed on December 1997, 405 patients have been treated until December 1999 at department of neurosurgery of Seoul National University hospital. The authors analyzed results of a work to improve satisfaction of Gamma Knife surgery patients and to reduce hospital length of stay. Methods : To understand main discontent of patients, a pre-survey was performed from October 1998 to December 1999 using a questionnaire. By Analyzing 93 questionnaire received from 234 patients, pain on frame application, explanation before surgery, waiting time before surgery, waiting time before medical procedure were main discontent factor and overall satisfaction ratio was 71.0%. To improve satisfaction ratio, several quality improvement activity works were designed and applied to 123 patients during the period between January 2000 and September 2000. The same questionnaire were analyzed. Works to reduce the patient hospital LOS were devised and applied during the same period. Results : The overall satisfaction ratio of Gamma Knife radiosurgery patients was increased to 83.7%(P=0.10). The main factor to improve satisfaction ratio was to reduce waiting time(P=0.05) and improvement of discomfort during the surgery(P=0.06). The average LOS was reduced from 3.1 to 2.7 days(P=0.003). Conclusion : As a result of quality assurance activities, the overall satisfaction ratio of patients was improved and LOS was reduced. The pain during frame application was remained as a main discontent factor and a further study is required to reduce this pain.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.34 no.3
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• pp.255-272
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• 2023

This study sought implications for further revitalizing student-centered classes by measuring and analyzing the effects of the operation of major courses applying blended learning for library and information sicence (LIS) students on learning immersion, result achievement, and learning satisfaction. The results are as follows: First, as a result of comparative analysis between the pre and post scores of learning immersion, result achievement, and academic satisfaction after operating the blended learning class, the average score of the post-survey was high. Second, among the factors of learning immersion, significant results were found in academic reasons, academic concentration, interest, and control. In particular, the effect of academic concentration and control was high. Third, among the factors of outcome achievement, significant results were found in achievement motivation, satisfaction, relationship utilization ability, and class attitude. The effect of satisfaction and relationship utilization ability was particularly high. Fourth, both general satisfaction and learning-related satisfaction were very effective in academic satisfaction factors. In sum, it was found that the operation of major courses applying blended learning was effective for LIS students.

• Journal of Environmental Science International
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• v.27 no.11
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• pp.957-966
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• 2018

This study intend to induce citizen's voluntary preliminary disaster prevention activity to reduce damage of typhoon that occurs every year. For this purpose, a survey was conducted to develop Typhoon information contents. The number of samples used in the survey was set to 500 people, and citizens living in Jeju, Busan, and Jeonlanam-do were surveyed for areas with high typhoon disasters in order to develop practical and efficient information. The survey consisted of perception about natural disaster, how to get and use weather information, satisfaction with typhoon information and requirements. The general public perceived the typhoon as the first natural disaster. As a result of responding to the method of obtaining and utilizing weather information, the frequency of collecting weather information at the time of issuance of typhoon special report is higher than usual. The purpose of using weather information is clear and the response rate is high for the purpose of disaster prevention. The medium mainly collecting weather information is Internet portal site and mobile phone besides television. The current satisfaction with typhoon weather information is 34.8%, in addition to the accuracy of prediction, it is necessary to improve the information (that is content) provided. Specific responses to the content were investigated not only for single meteorological factors, but also for possible damage and potential countermeasures in the event of a disaster such as a typhoon. As can be seen from the above results, people are requested to provide information that can be used to detect and cope with disasters. The development of new content using easy accessible media will contribute to the reduction of damages caused by the typhoon that will occur in the future, and also to the disaster prevention activity.

• Journal of Technologic Dentistry
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• v.31 no.4
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• pp.45-52
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• 2009

This study is analyzed to conduct better on-site practices with recognizing importance of the clinical practice of Dept. of dental technology and use it as a basic material in the clinical practice. Target people who are students studying dental technology in D college in Daegu were questioned by survey. Study results below 1. Average score of the survey about satisfaction of the operating method of clinical practice shows 3.26. In detail elements, 'credit assignment(10 credits)' is 3.65 as the highest score, 'execution period(vacation)' is 3.50, 'choice of the clinical practice organization' is 3.25, 'measures after practice' is 2.98 and 'pre-education' is 2.98 as the lowest score. 2. Through the real clinical practice, 'experience of new equipments and technology' is 3.64 as the highest score, 'choice of lecturer' is 3.61, 'guidance way' is 3.49, 'contents properness' is 3.44, 'environment of practice organization' is 3.36, 'evaluation way' is 3.35 and 'practical use of the evaluation material' is 3.18 as the lowest score. 3. The average score of survey about satisfaction after clinical practice of the participated students is 3.46 that is higher than both 'satisfaction about operating method(3.26)' about clinical practice of college and 'satisfaction about organization(3.44)' about environment of dental craft organizations and labs, guidance way of lecturer and evaluation. 4. In the improvement of distribution of the clinical practice evaluation, in the 'practice organization: college' viewpoint, '7:3' is 35.77% as the highest response, '6:4' is 25.20%, '8:2' is 22.76% and '4:6' is 16.26 in regular sequence. 5. In site evaluation reflection of clinical practice, 50% reflection is 32.93% as the highest percentage, 60% reflection is 26.83%, 20% reflection is 20.73% and 80% reflection is 6.10% in regular sequence. In attendance score, it shows percentage of reflecting 50% and 40% is 26.98%, students wanting to reflect 30% is 25.40%, reflecting 10% is 20.63% and no reflecting is 0%. In result of the analyzed data, clinical practice has to be studied more in considering that clinical practice is important point in education of Dept. of Dental Technology and also problems in college and on-site practice need improvements.

• Journal of Families and Better Life
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• v.30 no.4
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• pp.105-117
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• 2012

This study examined Chinese students' satisfaction level regarding their Korean Internet shopping mall experiences and the measured factors were pre-purchase, purchase, delivery, A/S and security, additionally, evaluate the level of repurchase intention on Chinese students living in South Korea. To accomplish these goals, an online questionnaire survey was conducted between October 1 and 10, 2011. A total of 365 questionnaires were used for the final analysis. The analysis process involved many statistical methods such as frequency, correlation and regression. The results indicate the following finding: First, Chinese students normally visited and purchased from popular Internet shopping malls and the items that they purchased the most frequently were clothing and shoes, makeup, computer and electronics. Second, the Chinese students' satisfaction level regarding their Internet shopping mall experiences was not high. They were especially worried about security matters regarding their personal or financial information. Third, their satisfaction level with the delivery process has the largest influence on their repurchase intention. Also, their gender, the length of time they had lived in Korea, the length of time they spent on Korean Internet shopping mall websites, the amount of frequency of online shopping in Korea, and their satisfaction with their purchase, the delivery process, the A/S process and security affected their repurchase intention in different degrees. The conclusion provides valuable information for devising a strategic direction for improving the foreigners' satisfaction level regarding and repurchase intention on Korean Internet shopping malls.

• Journal of the Korean housing association
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• v.17 no.4
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• pp.1-13
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• 2006

The purpose of the study was to identify the level of housing choice behavior by using the factors of residential satisfaction level, mobility motivation, and housing needs of potential purchasers in Bukgu New Housing Area, Ulsan. The survey used questionnaire from 326 households living in Bukgu and nearby area and analyzed using descriptive statistics. The research results showed low degree of residential satisfaction in storage space and neighborhood. The mobility motivations were improvement of physical environment improvement, education environment, walking road, view and lighting. The housing needs for indoor spaces showed to want more functional arrangement than the room size. The housing needs for outdoor spaces showed to want neighborhood environment in connection with the education or hospital facilities, the welfare facilities for pre-kindergarten children and elders and the leisure facilities. And the housing needs for facilities were floor furnishing for health, crime prevention system for safety needs, housekeeping appliance against environmental pollution, additional function for energy saving. The housing needs for common spaces showed that the residents preferred playing facilities by age group, exercise facilities, the community hall and the rest room which can do games or meetings.

• Journal of Information Technology Services
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• v.15 no.1
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• pp.269-287
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• 2016

In general, service failure occurs inevitably and the customers who experienced the greater dissatisfaction have the higher expectations of service recovery. However, most of the previous studies have focused on the evaluation and risk factors of pre-service quality. Thus, this study is contrary to the numerous previous studies and focus on the effectiveness of mobile application advertisement users' perceived perception on service recovery after service fails. A research model presented in this study is based on the Equity Theory and deeply evaluated the effectiveness of Distributive Justice, Interactional Justice, and Authenticity Relevance on Service Recovery. The survey of this study was conducted among 286 users who have experienced a services recovery of mobile application advertising. As a result, among all the factors of users of mobile application advertising, Distributive Justice, Interactive Justice, and Relevance have a positive impact to Satisfaction. In addition, Distributive Justice, Authenticity and Satisfaction also have a positive impact to Trust. Ultimately, Satisfaction and Trust have a positive impact to Service Recovery. The results of this study are expected as a reference for presenting a new business model for mobile application advertising industry, reducing business risk and enriching the related researches.