• Journal of Information Technology Services
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• v.13 no.3
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• pp.333-342
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• 2014

As for the dimensions of service quality, reliability, responsiveness, assurance, empathy, and tangibles are the main factors that determine the company's service quality. To improve quality of service, companies emphasize the balance among the dimensions of service quality. These emphases improve definitely customer satisfaction and intention of reusing service, while communication at customer encounters give direct affects in customer satisfaction and intention of reusing service. This study shows how communications at customer encounters affect intention of reusing service and be affected by the dimensions of service quality. It especially analyzes how IT-based communications, one of physical one, such as phones, emails, messengers, and SNSs affect and be affected. In addition, it analyzes car repair service. This research uses a factor of communications at service encounter as for intermediate parameter and analyzes how it relates to dimensions of service quality and intention of reusing service. With following research model, it will analyze how IT-based communication affects intention of reusing service and be also affected by dimensions of service quality.

• Journal of Information Management
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• v.40 no.2
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• pp.47-70
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• 2009

This study is a exploratory research to develop standard measurement for service quality of public libraries through extracting common factors for them. It suggests that service quality of public libraries can be divided into three primary dimensions interaction of personnel, library resources and programs, physical environment and facilities and each dimensions be several sub-dimensions. It also suggests a third-order factor mode for public libraries' service quality based on the above dimensions and testifies it through exploratory factor analysis and confirmatory factor analysis.

• Knowledge Management Research
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• v.19 no.4
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• pp.171-185
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• 2018

Studies on online review have carried out analysis of the rating and topic as a whole. However, it is necessary to analyze opinions on various dimensions of service quality. This study classifies reviews of healthcare services into service quality dimensions, and proposes a method to identify words that are mainly referred to in each dimension. Service quality was based on the dimensions provided by SERVQUAL, and patient reviews have collected from NHSChoice. The 2,000 sentences sampled were classified into service quality dimension of SERVQUAL and a method of extracting important keywords from sentences by service quality dimension was suggested. The RAKE algorithm is used to extract key words from a single document and an index is considered to consider frequently used words in various documents. Since we need to identify key words in various reviews, we have considered frequency and discrimination (IDF) at the same time, rather than identifying key words based only on the RAKE score. In SERVQUAL dimension, we identified the words that patients mentioned mainly, and also identified the words that patients mainly refer to by review rating.

• Journal of the Korea Society of Computer and Information
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• v.11 no.6 s.44
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• pp.201-210
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• 2006

This study proposed a framework to clarify a viewpoint of quality problems, and to consider reliance, of context information in ubiquitous computing environments. The framework is structured as a sequence of steps in measuring the quality of context information. The first step in measuring the qualify of context information is to determine users of the context information. This is important because the type of users or applications determines the type of context information and thus the methods of measuring the qualify dimensions and the thresholds for evaluating the quality of context information. The other steps include methods for measuring each quality dimensions to allow quantitative evaluation of quality, establishing acceptable quality targets. We selected accuracy, completeness, up-to-dateness, access security, and representation as quality dimensions and proposed their measurement methods and concrete procedures. We enabled objective evaluation of quality level through proposal of methods suitable to quality measurement of context information.

• Journal of Korean Society for Quality Management
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• v.32 no.1
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• pp.130-143
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• 2004

Although consumer needs for better products force manufactures to put emphasis on design, often development of a product has been done without the formal process to consider consumer needs. In order to identify the implicit needs of customers and the areas of potential demand on a product, several analysis scheme such as QFD (Quality Function Deployment) has been developed. QFD, also known as the House of Quality, is the efficient tool ever created to tie product and service design decisions directly to customer wants and needs, i.e. VoC (Voice of Customer) To utilize this tool on a product design, first of all, the consumers attributes and the engineering characteristics must be exactly investigated. However there were only few studies about them on shoe design. Hence in this paper we developed an innovative framework for shoes design based on QFD. As a result, we uncovered 29 dominant human satisfaction dimensions as the consumers attributes for customer-oriented quality evaluation of a comfortable shoes. Here, 29 human satisfaction dimensions for a shoe design were identified as the dimensions that represent the human sensitivity and psychological feeling on comfortable shoes. Also, we proposed 60 human interface elements as the engineering characteristics. The relationships between human satisfaction dimensions and human interface elements were investigated. This study will help the designers and manufacturers clarify the conceptual and abstract aspect of the design evaluation by proposing a more systematic and process-oriented method.

• Journal of Distribution Science
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• v.20 no.1
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• pp.13-26
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• 2022

Purpose: The Covid-19 pandemic has accelerated and triggered changes in online shopping especially in an emerging market. This paper develops a modification of SERVQUAL model to examine the relationship between individual dimensions of e-service quality, online trust and purchase intentions in singular online shopping platform. Research design, data and methodology: Data from an online survey of 385 Lazada's shoppers were used to test the research model. The structural equation modeling technique was performed to test the research model. Results: The analytical results revealed that five dimensions of e-service quality were positively correlated with one another whereas some dimensions were negatively correlated with purchase intentions. The results of this study provide new insight into the literature as well as practical implications for marketers especially in Thai online market. Conclusion: This study develops the instrument dimensions of e-service quality through modifying the SERVQUAL model to examine the e-commerce context and to testify how these individual dimensions are interlinked with one another. It also suggests that responsiveness has two-sided affects that in responses which are too prompt and insistent could make the customer feel uncomfortable and perhaps ending up with no interaction and transaction.

• Journal of the Korean Data and Information Science Society
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• v.18 no.3
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• pp.705-711
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• 2007

This Paper has adapted SERVPERVAL scale so that hotel manager can use it to determine how customers perceive the service Quality in hotel. A considerable amount of research has focused on the dimensionality of service quality construct. As later found with the generic SERVQUAL, tangible was the most important out of the 5 dimensions. Listed in descending order of importance to hotel customers, the orders of the other 4 dimensions are assurance, reliability, responsiveness, and empathy. But there was order structure in SERVPERVAL's 5 dimensions. Order structure of 5 dimensions is divided by 3 order groups because there was same order among the 5 dimensions.

• Journal of the Korean Society of Clothing and Textiles
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• v.39 no.6
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• pp.899-909
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• 2015

TV home shopping maintains annual growth in the midst of harsh competition by numerous fashion retail channels. This study investigated the dimensions of service quality of TV home shopping for fashion products as well as the effect of service quality on relationship commitment and customer loyalty. Questionnaires were distributed to consumers in their 20s to 40s who purchased fashion products via TV home shopping in the past 6 months. A total of 240 questionnaires were put into the analysis. The results are as follows. First, four dimensions of service quality of TV home shopping were found: convenience, economy, entertainment, and information seeking. Relationship commitment had two dimensions of affective commitment and calculative commitment. Second, the service quality of TV home shopping affected customer loyalty through a relationship commitment. The predictors of affective commitment were entertainment, economy, and information seeking; in addition, those of calculative commitment were economy and entertainment. Third, both affective commitment and calculative commitment predicted customer loyalty to TV home shopping. The affective commitment had more predictive power. The findings show that the service quality of TV home shopping did not directly affect customer loyalty, but they had influence through relationship commitment variables. Entertainment and economy were the most powerful predictors among service quality dimensions.

• The Journal of Information Systems
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• v.14 no.2
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• pp.293-317
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• 2005

Female customers form a major customer group for Internet shopping and their trust on Internet stores seems to be significantly related with their transactions. This paper focuses on female customers' trust on Internet stores, hypothesizing that online service quality has a positive impact on trust and that trust, in turn, together with service quality has a positive effect on loyalty. We investigate trust from three dimensions(benevolence, integrity, and ability) and at the same time, unlike existing research, treat service quality to have five dimensions (intangibles, reliability, responsiveness, assurance, and empathy) as known in SERVQUAL(Parasuraman et al., 1988). Survey data is obtained from the female college student sample. Our research model is justified in terms of construct validity, internal consistency, and goodness of fit. Research hypotheses are tested using SEM(Structural Equation Modeling). The results are as follows: First, assurance and empathy dimensions of service quality have significant impacts on benevolence/integrity dimension of trust. Second, out of the five service quality dimensions, only assurance has a positive effect on ability dimension of trust. Third, assurance dimension of service quality and ability dimension of trust are positively related with customer loyalty. The most important factors for female customers' loyalty are found to be assurance(service quality) and ability(trust). The significance of assurance is in line with findings from existing research. But its relationship with the trust dimensions is uncovered in this research, and the only dimension that impacts on ability is assurance. We find that female customers build trust about internet stores based on their ability rather than on their benevolence/integrity and that the female customers' perception on the internet stores' ability can be improved by higher service quality from the aspect of assurance. Importantly enough, these findings offer practical guidelines to Internet stores to boost female customers' loyalty.

• International Commerce and Information Review
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• v.12 no.3
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• pp.3-34
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• 2010

The purpose of this study is first to identify the dimensions of a trade show's service quality and the dimensions of the exhibitors' show performance, and thereafter determine the relationship between the trade show's service quality and the exhibitors' show performance. This study attempted empirical research, together with a literature review, to discover the effect of service quality upon on exhibitors' performance. A survey was conducted during an international trade show that was held in Korea where more than 100 businesses participated. The sample was selected from among the people who were in charge (e.g., managers) of their own private businesses. As a result, the study validated nine dimensions of a trade show's service quality: host and public relations, security, reputation and reliability, access, customer service, exhibition program, physical facilities, convenient facilities, and attendance cost. The study also identified five dimensions of the performance of participants: sales performance, information collection, networking, image building, and motivation. Overall, the empirical results of this study verified that there is a correlation between the performance of exhibitors and the service quality. of trade shows.