• 복식
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• 제57권9호
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• pp.149-160
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• 2007

The purpose of this study was to investigate effects of service qualities and consumption emotion on consumer satisfaction of internet fashion shopping malls. Data were obtained from 304 internet fashion shopping mall consumers who have bought fashion products or visited an internet fashion shopping mall. Questionnaires related to service quality, consumption emotion, consumer satisfaction. For analysis of data, exploratory factor analysis, confirmatory factor analysis, path analysis were applied. The results were as follows: 1. The service quality dimensions of internet fashion shopping malls were reliability, merchandise variability, web-design, communication and safety. The consumption emotion dimensions were classified as positive emotion and negative emotion. 2. The service quality of internet fashion shopping malls and the consumption emotion had an effect on consumer satisfaction of internet fashion shopping malls. The dimensions of communication, merchandise variability of the service quality in internet fashion shopping malls had an effect on positive emotion. Safety, reliability of the service quality had an effect on negative emotion. Both positive emotion and negative emotion of the consumption emotion dimensions had an effect on consumer satisfaction of internet fashion shopping malls.

• 지역사회간호학회지
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• 제20권2호
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• pp.243-250
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• 2009

Purpose: This is a qualitative study to identify dimensions of long-term care hospital care quality that provide high-level medical services for long-term care patients in Korea. Methods: Service consumers and providers were interviewed, and collected data were analyzed into thesis, type and dimension. The focus group method was applied to two provider groups and individual interview was applied to two persons who had experienced a long-term care hospital. Results: The results of analyzing the consumers and providers was integrated into 8 dimensions: physical environment, staff, clinical care and nursing, multiplicity of activity program, atmosphere, interaction with family, nutrition, and quality improvement system. Conclusion: The dimensions of long-term care hospital care quality from this study can be used as a basis of quality indicators. Quantitative studies to test these dimensions are required for establishing quality management systems.

• 산학경영연구
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• 제19권1호
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• pp.193-221
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• 2006

서비스전달과정에서 고객과 서비스제공자 사이의 인적 상호작용으로 정의되는 고객접촉은 다차원적 구조물로, 서비스품질에 강한 영향을 미치는 것으로 인식되고 있다. 고객접촉의 구성차원을 탐색하고, 이들이 서비스품질평가에 미치는 영향을 검증하기 위하여 강원도 설악권 호텔고객으로부터 설문조사를 통해 수집된 자료 분석결과는 다음과 같다. 첫째, 고객접촉은 고객과 서비스종업원 사이에 이루어진 접촉의 질적 측면을 반영하는 접촉근접성과 물리적인 커뮤니케이션의 지속정도에 관련되는 커뮤니케이션시간 등 두 차원적 구조물로 나타났다. 둘째, 선행연구결과에서와 같이 고객접촉은 전반적인 서비스품질에 긍정적인 영향을 미치는 것으로 확인되었다. 셋째, 고객접촉 구성차원은 독립적으로 또 동시에 네 차원으로 밝혀진 서비스품질 차원에 전반적으로 유의한 영향을 미치는 것으로 나타났다.

• Journal of Preventive Medicine and Public Health
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• 제33권4호
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• pp.495-504
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• 2000

Objectives : To examine various dimensions of consumer ratings of health care service with factor analysis and to find which factors influence the overall quality of health care service. Methods : A cross-sectional study was conducted on outpatients of a general hospital located in Sungnam City. A self-administered questionnaire was used to assess the consumer's ratings of health care service received. The response rate was 92.8% with a total of 537 persons completing the questionnaire. Factor analysis was performed on 34 items evaluating the quality of health care service. Items were grouped into 5 dimensions as a result of factor analysis and the reliability and validity of influence on patient service assessment were evaluated for each dimension. Results : The 5 dimensions were as follows, 1) physician services, 2) non-physician services, 3) process 4) facilities, and 5) cleanliness A positive correlation with the quality of health care service was found for the dimensions of non-physician services and process, while no significant correlation was found for the dimensions of physician services, facilities, and cleanliness. Conclusions : The result of this study may provide basic information for the development of future self-administered questionnaires of consumer ratings and for the evaluation of quality improvement activities in hospital outpatient settings.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제14권8호
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• pp.3457-3472
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• 2020

The rapid change in the financial market has led to a shift to relationship marketing, which emphasizes relationships with existing customers rather than creating new ones. Therefore, to achieve competitive advantage in the market, assessing service quality and relationship quality has become an important tool for financial institutions. The widely applied five dimension model has shown problems of dimensions overlapping and blurring with each other, which results in the lack in providing the marketer with practical administrative implications. Therefore, a three dimensional model, composed of interaction quality, physical environment quality and outcome quality, that could be applied in general to various service industries and, at the same time, categorized into service quality dimensions that are not ambiguous for marketers to manage has been utilized. As a result, in the case of Korean consumers, interaction quality, physical environment quality, and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. For Brazilian consumers, physical environment quality and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. Also, a median effect of customer satisfaction was found. This paper reviews the concept and dimensions of service quality and relationship quality, as well as verifying the structural relationship between the two variables through empirical analysis. Through the results of the analysis, the paper compares the differences between two distinctive countries and present theoretical and academic implications.

• 품질경영학회지
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• 제33권3호
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• pp.47-58
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• 2005

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

• 경영과학
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• 제18권2호
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• pp.11-24
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• 2001

To cope with the rapid emergence of competition, communication service providers are assigning marketers for the purpose of relationship marketing. However, the efficiency of relationship marketing has yet to be examined. This paper investigates the service quality determinants In relationship marketing through the telecommunication service marketers. By considering the specificity of the marketer´s role, the quality dimensions in SERVQUAL research have been modified. A survey has been conducted for the hypothesized seven quality dimensions. The results of the factor analysis show that the service quality determinants of relationship marketing are in fact four dimensions : empathy, reliability, image and tangibles. Here, the empathy dimension entails cost factor, and the reliability dimension includes responsiveness and assurance. The results also support the proposition, reported in SIRVPIRF research, that the quality of service should be measured only by the perceived achievement of the customer. This study provides useful insights into developing the strategy for effective relationship marketing.

• 품질경영학회지
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• 제32권3호
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• pp.68-80
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. This analysis helped determine us two alternatives to naming the dimensions. Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.639-645
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• 한국의류학회지
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• 제22권3호
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• pp.374-383
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• 1998

Apparel Quality was one of the most important elements to evaluate the reputations of companies and products which affect the consumer's purchasing behavior. From researches on apparel quality, there was no common concept of quality as well as no common dimensions. The purposes of this study were to identify apparel quality concept and to classify the multi-dimensional concept of apparel quality. The research was carried out in theoretical as well as empirical studies. The theoretical study was conducted to find out apparel quality concept and divide apparel quality concept into four dimensions groups. The empirical study followed the theoretical study to confirm the multi-dimensional concept of apparel quality. The empirical study was investigated that the questionnaire was administered to 634 housewives in Seoul, Kwangju, and Busan during the fall of 1996. The data were analysed by LISREL analysis. This study identified that apparel quality was characteristics of consumer's desires for apparel. The results of the theoretical study verified that apparel quality concept was organized into four different dimensions: physical attribute, physical function, instrumental performance, and expressive performance.