• Journal of the East Asian Society of Dietary Life
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• v.20 no.1
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• pp.138-148
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• 2010

This study was conducted to delineate the dimensions of delivery service quality and to investigate the causal relationships between dimensions of delivery service quality and overall customer satisfaction toward delivery service among chicken outlets. To accomplish this, 235 persons who have experienced the chicken delivery service in Seoul were surveyed. The results revealed that the service quality consisted of six factors, employee service, menu quality, extra service, other menu service, menu development, and payment. In addition, menu quality and menu development factors had a positive(+) effect on customer satisfaction. Moreover, statistical differences between some delivery service quality factors and demographic variables and between usage characteristics and demographic variables were identified. Finally, a discussion of theoretical and managerial implications and future research areas is provided.

• Journal of Korean Society for Quality Management
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• v.37 no.1
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• pp.56-68
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• 2009

A measure for service quality of university dormitory is developed to gain a better understanding of the quality issues that impact on students' experiences and to improve service quality. Literature survey, thorough discussion with staff members and a pilot test are utilized to elicit attributes of service quality. Factor analysis is used to group the service quality attributes into dimensions. The resulting measure is consisted of 6 dimensions; competence, attitude, facility, amenity, security and discipline. Importance-performance analysis is utilized to verify which factors to be focused on with high Priority to improve dormitory service.

• Journal of Korean Society for Quality Management
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• v.38 no.4
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• pp.549-560
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• 2010

The role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user satisfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.

• Journal of the Korea Society of Computer and Information
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• v.8 no.1
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• pp.149-155
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• 2003

The purpose of this study is to analyze the degree of product's qualify improvement by the effectiveness which is identified as worker's mindset improvement, a management ability improvement and quality system's establishment in the existing papers as well as the construction of a quality assurance system by acquiring the ISO 9000 series certification. In order to identify the product's quality improvement, the analysis of Garvin's eight dimensions of quality characteristics as well as the analysis a design quality improvement, a manufacturing quality improvement, a service quality improvement are conducted through this study.

• Journal of Korean Society for Quality Management
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• v.25 no.2
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• pp.169-188
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• 1997

The purpose of this study is concerned with suggesting a new a, pp.oach to evaluating the overall product quality in the sense of the relative efficiency of products, whose quality is measured with 8-dimensional attributes, suggested by Garvin. The attributes included 8 quality measures, that is, performance, features, reliability, conformance, durability, serviceabilit, aesthetics, and perceived quality. This study, also, introduced DEA(Data Envelopment Analysis) as an evaluation tool to tackle the problem of how to measure one product against another when each product can be measured along a number of dimensions, and given that there exists no a priori satisfactory weighting scheme to combine these dimensions into an overall rating for each products. In order to a, pp.y the DEA to evaluating the products, we must define two concepts, such as DMU(Decision Making Units) and input-output relationship. Finally, the suggested method in this study was validated through a case study of the electric jar, and this DEA a, pp.oach can be used in evaluating the other products with multi-attrribute quality.

• Speech Sciences
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• v.8 no.2
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• pp.181-191
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• 2001

The acoustic quality of a vowel is known to be mostly determined by the frequencies of the first formant(Fl) and the second formant(F2). The perceptual(or psychological) dimensions of vowel perception were examined in this study. Also the relationships among perceptual dimensions, acoustical dimensions(Fl & F2), and articulatory gestures of vowel were discussed. Using multi-dimensional scaling(MDS) technique, the experiment was performed in order to identify the perceptual dimensions of the perception of Korean vowel. In the experiment 8 Seoul standard speakers performed the similarity rating task of 10 synthesized Korean vowels. Two-dimensional MDS solution based. on the similarity rating scores was obtained. The results showed that two perceptual dimensions, D1 and D2 were correlated strongly with F2 and F1(r = -.895 and .878 respectively), and were so interpreted as 'vowel advancement' and 'vowel height' respectively. The relationship between the perceptual dimensions of vowel and the articulatory positions of tongue suggested that perception may be directly linked to production. Further research problems were discussed in the .final section.

• Journal of Distribution Research
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• v.10 no.2
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• pp.99-120
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• 2005

First, based on extant studies in the field, the author extracts environments, general and personalized interactions between an internet shopping mall and its customers, interactions among customers, and outcomes as 5 relevant dimensions of the service quality of an internet shopping mal She derives hypotheses on the relationships between each of the service quality dimensions and each of the three components of the relationship quality, satisfaction, trust, and commitment. She also investigates the moderating role of the relationship duration defined by the length of use in the relationships. She studies the relationships among the three relationship quality components and their effects on the future intentions of relationship maintenance, too. Through a survey on college students and adult consumers, she gathers 349 qualified questionnaires. Applying regression methods on the data, she finds out that most of the relationships between each of the service quality dimensions and each of the relationship quality dimensions are statistically significant but that the strengths of relationship are quite different dimension by dimension. The moderating effect of the relationship duration is not found except one case, the relationship between general interactions and trust. The author also finds out positive relationships between satisfaction and trust between satisfaction and commitment, and between trust and commitment. Positive relationships between trust and the future intention of relationship maintenance and between commitment and the future intention are found. But the data does not reveal any statistically significant relationship beetween satisfaction and the future intention. The author provides a few implications of the research results and future research agenda.

• Journal of Korean Society for Quality Management
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• v.39 no.4
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• pp.527-542
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• 2011

The importance of service industry in national economy is getting increasing due to current trend of aging society and increasingly desire for better quality of life. However, the level of labor productivity in domestic service industry is lower than Japan and Germany that are typically strong in manufacturing industry. Difficulty of process control and measurement in accordance with variability and intangibility which are features of service industry, is considered as the cause of this poor labor productivity in Korea. This study aims to present managerial implications by calculating sigma levels on branch bank service quality and suggesting the quality dimensions of banks can be checked through a gap comparison between the sigma level on service quality in the whole banks and service quality in each bank. Quality level presented by the KS-SQI is applied to the measurement method that Yoo Han Joo and Song Kwang Seok suggested in 2006. Spss18.0 is used as an analysis tool. As a result of factorial analysis, 7 dimensions of service quality in KS-SQI can be divided into new 3 dimensions of service quality. This study also suggests that width and number of questions in previous questionnaire shall be extended. The whole of the bank service quality level is evaluated 3 sigma. The research help banks to figure out their service quality level through gap comparison objectively.

• Journal of Fashion Business
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• v.21 no.1
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• pp.99-111
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• 2017

This research analyzed the influence of mobile fashion shopping characteristics on customer loyalty through relationship quality. The data were collected subjects in their 20's-30's who had purchased fashion products using a mobile shopping channel. through an online survey using the self administered questionnaire. Exploratory and confirmative factor analysis were conducted to identify the dimensions of mobile fashion shopping characteristics and customer relationship variables. Mobile fashion shopping characteristics comprised four dimensions including tangibility, ubiquity, security and personalization. Customer relationship variables were identified as four dimensions such as satisfaction, trust commitment and loyalty. A structural equation modeling analysis was employed to examine the relationship between mobile fashion shopping characteristics, relationship quality and customer loyalty. Tangibility, ubiquity and security had a significantly positive impact on satisfaction and trust, but personalization had an influence on only satisfaction. Satisfaction had a significantly positive impact on commitment and loyalty. Trust had an influence on only commitment. In conclusion, relationship quality was found to be the appropriate model to explain the influence of mobile commerce characteristics on consumer' loyalty in mobile fashion shopping.

• Journal of the Korean Institute of Landscape Architecture
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• v.22 no.2
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• pp.25-38
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• 1994

Service quality is defined as the perceived difference between performed service and expected service. In this paper, theme park service quality is conceptualized in relation to consumer's total satisfaction on theme park visitation. A 20-item scale was constructed to measure Theme Park Service Quality. The following four steps were employed in developing the service quality measure: 1)identification of service quality dimensions, 2)development of scales from a set of items describing the dimensions, 3)empirical verification of the scale's construct validity which refers to dimensionality, convergent validity, and nomological validity, and 4)confirmation of the utility. The scale was found to be an empirically valid and reliable evaluation tool for service quality enhancement. In addition, the scale would be an useful criterion for market segmentation and positioning.