• 유통과학연구
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• 제11권12호
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• pp.39-49
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• 2013

Purpose - This study attempts to examine the underlying dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) for low-cost carriers. It subsequently seeks to determine the effect of the relationships of the dimensions of service quality, airline image, and behavioral intentions on airline services to provide adequate basic information and attributes for developing differentiated and competitive service marketing strategies. Research design, data, and methodology - The survey for this study was conducted on patrons with low-cost carrier boarding experiences in districts near universities and central businesses of Seoul and Busan from 5/10/2012 to 16/10/2012. Out of 346 questionnaires, 20 questionnaires with missing data and insincere answers were excluded for this study. Collected data were processed using SPSS 18.0, and the hypothesis was verified by analyzing the structural equation model with Lisrel 8.54. First, the frequency analysis was conducted to identify universal characteristics. Second, the exploratory factor analysis and reliability analysis were conducted to identify the accuracy of the variable measurements of the construct. Third, to assess uni-dimensionality and reliability, confirmatory factor analysis was conducted. Finally, to verify the adequacy of the research model and research hypothesis, the structural model was employed. Results - The results revealed that the factors, "tangibility, reliability, responsiveness, assurance, and empathy" were shown to be the most important dimensions of service quality for the airline image of the low-cost carrier which was consistent with previous studies. Therefore, it is fair to suggest that these verified factors are crucial attributes for the brand image of low-cost carriers. Second, as reliability and responsiveness were shown to be the most important factors for behavioral intentions, it is viable to suggest that these two attributes are crucial for the sales value of low-cost carriers. Further, it was found that the brand image of low-cost carriers was closely related to behavioral intentions. Therefore, in order to ensure the competitiveness and loyalty of patrons, the airline image value is a crucial attribute. Conclusions - The result of this study established that service quality is the most important attribute for marketing to ensure competitiveness, and intensive and differentiated service marketing play a crucial role in creating profits for low-cost carrier companies. First, as tangibility is found to be the most crucial factor in ensuring service quality, quality control and maintenance of medium and small carriers must be provided to ensure reliability, as they are the main attributes of low-cost carriers. Second, in order to promote positive behavioral intentions, it is essential to enhance the value of airline image. Third, in order to ensure competitiveness, it is imperative to carry out intensive and differentiated service marketing. Therefore, to promote the image of low-cost carriers and enhance behavioral intentions, the level of service quality must be secured by developing appropriate service improvement programs.

• Journal of the Korean Data and Information Science Society
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• 제19권4호
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• pp.1123-1131
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• 2008

A considerable amount of research has focused on the dimensionality of service failure and recovery construct. This paper is focused on service failure and recovery in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted Kau and Loh's Service recovery measurement scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in pre-purchase expectation and post-purchase actual performance of 4 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The paired t -test is used to test difference of pre-purchase expectation and post-purchase actual performance for service recovery measurement scale's 4 dimensions of the 2 restaurant types. But, there is significant difference between pre-purchase expectation and post-purchase actual performance in the 2 restaurant types.

• 국제학술발표논문집
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• The 6th International Conference on Construction Engineering and Project Management
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• pp.6-9
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• 2015

Traditional project management theory is based on a three-dimensional life cycle approach where the project managerseeks to optimize the dimensions of cost-schedule-technical (quality or design). This paper reports the findings of a case study analysis of two complex mega-projects in Michigan which confirm the findings of previous research and illustrates the use of a framework for five-dimensional project management (5DPM) that is for conceptualizing a complex project's scope of work. The framework elevates the recognition that the project's social/political context and the financial arrangements create complexity adding two new dimensions. This paper also demonstrates a methodology to graphically display a project's complexity to better understand and prioritize the available resources. The result is a "complexity footprint" that may help a complex project manager identify the boundary between controllable and uncontrollable projects impacts. The paper finds that applying 5DPM to the two case study projects has given the project delivery team a tool which is actually adding value to the complex project management process.

• 품질경영학회지
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• 제26권1호
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• pp.11-26
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• 1998

A key aspect of theoretical and practical development of quality management is articulation of the distinction between quality management practices(input) and quality performance (output), which to date has been blurred under the broad heading of 'quality'. Recent literature primarily addressed measurement of quality performance but very little empirical research focuses specifically on quality management practices. In order to understand quality cause and effect, it is necessary to specify and measure quality management practices (cause) as well as quality performance (effect). This paper identifies and substantiates the key areas of quality management that must be implemented to achieve effective quality management, then analyzes relationships among those areas. In doing so, it establishes the basis for subsequent research by producing a profile of organization-wide quality manage-ment and provides the direction and priority of quality management practices for practitioners.

• 한국유통학회지:유통연구
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• 제13권3호
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• pp.127-154
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• 2008

본 논문은 고급화된 대형마트 즉 '한국형 할인점'이라는 독특한 업태 컨셉에 보다 적합한 서비스 품질 측정 적도를 연구하는데 그 목적이 있다. 이를 위해 반복적 FGI와 대형 할인점 방문 소비자 604명을 대상으로 정량적 리서치를 실시하였다. 연구 결과 '한국형 할인점'의 서비스 품질은 본원적 혜택, 프로모션, 인적상호작용, 물리적 측면, 정책, 부가적 편의성의 총 6개 차원, 24개 항목으로 이루어진 측정모형이 도출되었다. 기존의 소매 서비스 품질의 대표적 측정 모형인 RSQS 측정모형과 비교해 보면 3가지 자원(인적상호작용, 물리적 측면, 정책)은 공통적이며, 나머지 차원에서 문제해결은 인적상호작용으로 통합되었으며, 신뢰성은 단일차원성이 결여되어 제거되었다. 특히 본원적 혜택은 할인점의 업태특성을 대표하는 성과품질로서 도출되었으며, 정책 자원은 '재방문 의도'에 가장 큰 영향을 미치는 중요한 서비스 품질 자원으로 확인되었다. 본 연구에서 수정, 보완된 측정도구는 한국형 할인점을 이용하는 고객의 최신 트랜드를 반영하여 업버전 하였다는 것이 그 특징이다. 그 결과 향후 소매 시장 포화상황에서 치열한 서비스 경쟁을 벌여야하는 한국의 대형마트와 기타 소매업체에 전략적 시사점을 주고 있다.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.236-242
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• 2000

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

• 한국간호교육학회지
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• 제29권1호
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• pp.27-40
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• 2023

Purpose: The study aimed to examine the concept and attributes of the quality of clinical nursing education for new graduate nurses. Methods: This study adopted a hybrid model introduced by Schwartz-Barcott and Kim. In the theoretical stage, the meaning and attributes of the quality of clinical nursing education for new graduate nurses were determined by analyzing eight articles. In the fieldwork stage, data were collected using semi-structured interviews with five new graduate nurses and seven experienced nurses. The data were analyzed by qualitative content analysis methods developed by Elo and Kyngӓs. In the final analysis, a final result was arrived at comparing, contrasting, and integrating the attributes of the concepts derived in the theoretical and field-work stages. Results: The quality of clinical nursing education for new graduate nurses was identified as excellence or the standard of education for new graduate nurses that would support them in adapting to clinical settings and transitioning to professional nurses. The attributes of the quality of clinical nursing education were founded to possess three dimensions, six categories, and 18 attributes. The multidimensional attributes of the quality of clinical nursing education for new graduate nurses were confirmed as education resources, design, method, content, evaluation, interaction, and outcome under the three dimensions of input, process, and output. Conclusion: The concept and nature of the quality of clinical nursing education observed in this study can be utilized as a basis for the future development, evaluation, and improvement of clinical nursing education for new graduate nurses in healthcare organizations.

• 품질경영학회지
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• 제29권4호
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• pp.170-178
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• 2001

The objectives of this paper are to introduce some characteristics of two-dimensional concept of quality and to find out the possibility of the application of two-dimensional quality concept for improving the service quality. The concept was applied to small & medium-sized foreign language Institute. In order to select some service quality dimensions and decide attractive qualify factors among numerous factors, factor analysis and frequently analysis were used. The result. is that all quality factors in empathy dimension are identified as attractive quality factors. This implies that customization program is necessary in small & medium-sized foreign language institutes for improving their competitiveness. However, all quality factors in tangibles dimension are identified as must-be quality factors.

• 품질경영학회지
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• 제26권4호
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• pp.29-50
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• 1998

The purpose of this study is to critically review the previous research on the measurement of service quality, and to present future research directions on hotel service quality measurement as follows: 1. As Carman(1990) shows in his study, items of quality measurement should be developed to be fit for the measurement of hotel service quality. 2. To evaluate the service quality of a hotel, measuring three divisions(Room, F&B and Others) separately, then combining them would be the best model. 3. Researches to identify the various dimensions of hotel service quality are needed. 4. In measuring hotel service quality, guests should be classified according to various criteria. 5. To measure the hotel service quality, SERVPERF model might be more a, pp.opriate due to the small number of items to be answered. 6. In hotel industry, researches to identify causal pths between customer satisfaction and service quality are needed. 7. We need to develop alternative scales for the measurement of hotel service quality.

• 한국디지털건축인테리어학회논문집
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• 제13권1호
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• pp.33-41
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• 2013

Considering the fact that quality of life(QOL) conceptually has objective and subjective attributes but difficulties in measuring the subjective aspect cause a number of studies not to be balanced, this study exploits AHP(Analytical Hierarchy Process) which has been used for systematic decision making to include the other aspect. As the first step of the process decision making hierarchy model is set by content analysis of the UNDP QOL index and additional review of previous studies. 'Improving urban QOL' is a goal on top, 'Economical QOL', 'Environmental QOL', 'Social QOL' and 'Physical QOL' are dimensions of sub-goal(means objectives), and further decomposition follows. AHP shows that the dimensions of economical, physical, environmental and social QOL scored higher respectively. The aim of the model is to measure and prioritize the urban QOL in the two case study cities. The final score of the each city could be computed by integration of relative weights of dimensions for urban QOL. The final score of QOL for city A was 0.6642 and for city B the figure decreased to 0.3358. The method of this study could be used in stages of the process of urban planning. First stage is when planners try to have a correct and reliable perspective from the existed conditions of the city. Second stage is when the projects should be investigated to be confirmed for their efficiency. In other words planners can direct the scarce resources towards the aspects of QOL which are more important. And the results revealed that using AHP creates opportunity to involving the different groups in the stage of criteria weighting so that the attitudes of local community could be integrated well to the decision making to be suitable for a new paradigm of participatory and communicative planning.