• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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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.

• Journal of the Korea Institute of Building Construction
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• v.11 no.3
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• pp.292-300
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• 2011

The construction industry in Korea has seen significant improvements in quality management techniques, driven by the dramatic development of new technology through Manhattanization and enlargements, but compared with technical development, the level of building quality improvement is still lagging behind. In the meantime, as the interest in construction quality soars due to changes in user consciousness, the level of quality that is being demanded is rising. The government has reinforced quality systems by implementing responsible supervision requirements and granting overseas companies permission to enter the supervision business in Korea, and private sector companies also are attempting quality improvement through quality assurance approaches like the preliminary qualification screening system and ISO 9000 series. But currently, building constructions are done only according to the construction specifications of project owners, whose design, materials and construction methods are already decided, and do not leave any necessity or opportunity for technical developments for the quality improvement of contractors. Therefore, in this study, a work process and system improvement plan for payment regulations is proposed, with which contractors can secure quality voluntarily in the building construction phase.

• Journal of the Korean Home Economics Association
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• v.47 no.1
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• pp.13-24
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• 2009

The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

• Journal of the Korean Society of Environmental Restoration Technology
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• v.23 no.2
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• pp.17-31
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• 2020

In the field of environmental landscape architecture, the internet medium is used as an effective communication tool not only in the private level but also in the policy level. Recently, the active utilization of mobile web service is emphasized as the time changes, but there is not much improvement or advance in services due to lack of relevant studies. Therefore, this study is intended to provide basic data needed for improvement and advance by researching the quality of mobile web service among multichannel services provided in environmental landscape architecture related internet media. The model for measuring service quality is SERVQUAL, which was verified in the study of Choi(2015), Choi and Koo(2016), and the final valid samples are total 230. First, the subjects were analyzed as the representative media that are possible to acquire comprehensive knowledge related to environmental landscape architecture. Second, the highest importance level in each subsection was 'protection and security maintenance of customer information' followed by 'Reliability about accurate information supply'. Regarding performance level, 'Reliability about accurate information supply' and 'professional knowledge to communicate with users' are highly evaluated. Third, regarding Importance-Performance Analysis(IPA), the first priority management should is 'Tangibles', and the next are 'Responsibility' and 'Empathy'. The ones for maintenance of the status quo are 'Reliability' and 'Assurance', and there is none for effort reduction. Meanwhile, regarding the importance of each factor and difference in the quality of PC web service and mobile web service studied before, the biggest difference is in 'Tangibles', followed by 'Assurance', 'Empathy', 'Responsibility' and 'Reliability'. It is suggested that the revitalization of Landscape information science(LB1106) presented in the National Science&Technology Standard Classification System is needed. In the future, it is necessary to research the change trend on users' response through continuous evaluation of improved mobile web service.

• Journal of Information Technology Services
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• v.13 no.1
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• pp.1-21
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• 2014

In IT service quality research, the relationship between the service quality and clients' satisfaction was the focus of many studies while in relationship quality research, the influence of trust and conflict on relationship commitment seems to be the focus. In this study, these two research streams are integrated and a theoretical research model is proposed consisting of IT service quality, satisfaction, trust and relationship commitment with conflict as a moderator for the overall psychological mechanism. As satisfaction represents emotional response while trust cognitive response, this research model integrated both emotional and cognitive aspects of relationship maintenance in the IT service context. Analysis of data collected from 262 employees of global IT service firm revealed the differential effects of reliability, responsiveness, assurance and empathy on satisfaction and trust. Also, depending upon the level of conflict, the effects of reliability and assurance were found to be moderated. Further analysis revealed more profound mechanism at work relating emotional and cognitive aspects in the psychology of relationship maintenance in IT service context. Practical implications are further discussed in the conclusion.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.25 no.3
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• pp.1-8
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• 2002

This paper investigates different QA standards such as KEPIC QAP, KEPIC END 1200, ISO/1EC 17025 etc. and as a result defines QA elements for Nuclear Power Plant equipment qualification(EQ) in Korea. This paper also proposes a practical QA certification system appropriate for an Integrated Organization for EQ which is being planned to be established in Korea. Since the level of the Korean EQ technology is comparatively low, the Korean manufacturers of the Nuclear Power Plant(NPP) equipment have usually used overseas EQ services. The EQ related organizations in Korea are making efforts to construct the integrated EQ system. In connection with this, it is required that the QA elements and QA certification system suitable for EQ in Korea be developed.

• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.15-23
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• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• Journal of the Korean Society of Systems Engineering
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• v.7 no.1
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• pp.9-21
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• 2011

Assuming that the Capability Maturity Model Integration for Development v1.2 (CMMI) could be applied to an organization more effectively if the content similarities among practices were improved in terms of structure and composition, this paper presents the analysis of the correlations between the CMMI Specific Practices (SP) and Generic Practices (GP) for the Maturity Level 2 and 3 Process Areas using the Chi-square independence test. According to the analysis, a 22.2% correlation was observed. To minimize the problem of repeatedly applying similarities, 6 GPs that are highly correlated with the SPs were grouped together. Then, three different improvement plans: 1) development of a standard template-based project plan, 2) establishment of a configuration management system based on open source software to control work products and leverage experience, and 3) establishment of project assurance through an independent quality assurance-based organization and intensive review by higher-level management - were defined.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.21 no.48
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• pp.269-277
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• 1998

In this study, a traditional concept of sampling inspection plan for the quality assurance system is extended to a consideration of economic aspects in total production system by representing and analyzing the effects between proceding/succeeding production process including inspection. This approach recognizes that the decision to be made at one manufacturing process (or assembly process) determine not only the cost and the average outgoing quality level of that process but also the input parameters of the cost and the incoming quality to the succeeding process. By analyzing the effects of the average incoming and outgoing quality, manufacturing/assembly quality level and sampling inspection plan on the production system, mathematical models and solution technique to minimize the total production cost for a single product manufacturing system with specified average outgoing quality limit (AOQL) are suggested.

• Management & Information Systems Review
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• v.26
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• pp.231-259
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• 2008

Recently, almost of the colleges are contrive measures to satisfy the needs of students. The purpose of this study is to find what are the impact factors to the needs of those. To evaluate the factors influencing to students behaviors, it was investigated how much did the 5 variety of Service quality-Tangibles, Assurance, Responsiveness, Empathy, Reliability-and 4 variety of attitude models to depending to the level of students influence the satisfaction of students for the students of W college. In the result, this study shows that 5 variety of Service quality did not impact for the general service quality, but only the Responsiveness and, Empathy have the positive relationship to the satisfaction of students. Also, general service quality and attitude willingness have the positive correlation with the satisfaction of students. And it is investigated that there are significance differences among the general service qualities by the level of students ability.