• Journal of Distribution Research
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• v.1 no.2
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• pp.29-52
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• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• International Journal of Quality Innovation
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• v.9 no.1
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• pp.113-133
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• 2008

In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

• Journal of Korean Academy of Nursing Administration
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• v.6 no.2
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• Journal of the Korean Dietetic Association
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• v.3 no.2
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• pp.123-140
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• 1997

The purpose of this study were to assess main management components that can lead to successful university foodservice operations. Specifically, it was intended to develop the tool which assesses the service quality, management, to assess the difference between customer importance from and perceptions of service quality, to compare management perceptions of customer importances with actual service delivery, and to identify internal problems which affect service quality with the use of gap model. Three types of questionnaires were developed and implemented for customers, foodservice personals and foodservice manager. Assessment tools were developed based on the literature review, SERVQUAL, GAP model, and the pilot study. Through the validity and reliability test, the questionnaires were revised. Questionnaires were distributed to 900 university students, 207 foodservice personnels, and 54 foodservice manager respectively. 831 university students, 177 foodservice personnels, and 48 foodservice manager were responded with a response rate of 92.3%, 85.5%, and 88.8% respectively. Statistical data analysis was completed using the SPSS programs for descriptive analysis, ANOVA. and SNK test. The results of this study can be summarized as follows : 1. In quality service management components, 31 quality service attributes were categorized and named into primary quality, secondary quality, hygiene, empathy, tangibles, reliability, responsiveness, and price by the factor analysis. 2. Importance mean score of customers was 4.02 out of 5, but perception mean score of customers was 2.55. So there was a relative big gap(1.47) between importance and perception scores, especially in three dimensions of responsiveness, primary quality, and hygiene. 3. It showed that customers' mean scores of perceived service quality by dimensions were the following order : price > reliability > secondary quality > hygiene > tangibles > primary quality > responsiveness > empathy. And the perception mean score of rented(2.59) or contracted(2.58) management was significantly higher than that of self-operated(2.48). 4. Customers' importances mean score which internal customers recognize was 4.23 out of 5, but service delivery mean score was 3.85. So there was a little gap(0.39) between management perceptions of customer importances and actual service delivery. 5. In gap model, SERVQUAL score showed -1.47, Gap 1 positive 0.15, gap 2 negative 0.61, and gap 3 was positive 0.19. 6. The internal problems were as follows : (1) The managers of University foodservice perceived well enough the customers' expectation value but their management competency was lacked in terms of responding customer needs, (2) The foodservice staff perceived service performance more highly than service quality specifications.

• Journal of the Korean Society for Precision Engineering
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• v.23 no.7 s.184
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• pp.59-66
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• 2006

In laser welding, automatic seam tracking is important to adjust the laser head position in real time as it moves along the seam. Also if the joint gap is occurred, filling the missing material into the joint gap is necessary to prevent welding defects and bad welding quality. In general, the joint gap width is not constant along the seam due to a variety of reason. So it is essential to control the filler wire speed into the joint gap to acquire good welding quality. This paper describes an intelligent filler wire feeding device which can control 3-dimensional seam tracking and the filler wire speed by measuring the gap position and the joint gap width in laser welding. We call this device as Smart Micro Control system(SMC). To achieve this objective, we assessed weld quality in 2mm sheets of A16061 which had various gap width by using the developed device. From the experimental results, It was found the possibility that the developed device could be used in welding various 3-dimensional structures.

• Korean Journal of Community Nutrition
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• v.4 no.3
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• pp.466-478
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• 1999

A significant gap can exist between what customers expect in foodservice and what service providers deliver to customers. Reducing the gap and enhancing service quality plays a key role in increasing customer satisfaction and repurchase intentions. The purpose of this study was to investigate the personal and operational characteristics that affect the customer perceptions of service quality, to analyze the overall satisfaction and repurchase intention of customers, and to study the service quality gap between customer and foodservice provides. 427 customers and 278 foodservice providers in 82 fast food and family restaurants were surveyed. T-test, ANOVA, Correlation Analysis, and Multiple Regression were used for statistical analysis, The results of this study were as follows: 1) Among the personal characteristics of customers, sex affected the preception of 'General Management' and 'Reputation', and the expense per person showed a correlation with service quality. 2) Among the operational characteristics, the type of restaurant, months since opening, and the number of seats had a significant impact on service quality, while the seat turnover rate showed a negative correlation with service quality. 3) Among the human resource characteristics, the proportion of part-time employees had a negative correlation with service quality, and in general, the training program for full-time employees led to a higher degree of customer perception of service quality. 4) Six dimensions of service quality accounted for 38.39% of customer satisfaction in Multiple Regression. 5) The overall satisfaction of customers willing to repurchase was significantly higher than that of the non-repurchase customers. 6) The operational characteristics explained over 35% for the service quality gap among the customers and the service providers in Multiple Regression.

• The Journal of the Korea Contents Association
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• v.13 no.8
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• pp.371-385
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• 2013

Library and information service (LIS) of academic libraries plays an important role in the education and research activities of universities. Such importance of LIS facilitated much research that defines the quality factors constituting LIS and identifies the importance of them. The previous literature, however, has some limitations. The limitations arise from the interrelationship among the quality factors and the perception gap between users and providers on LIS quality factors. Despite the understanding of the interrelationship and the perception gap, LIS studies to deal with both dimesions synthetically are sparse. Therefore, this paper defines the interrelationship among LIS quality factors as a network model, then identifies the perception gap on LIS quality factors by exploiting the analytic network process. As an early stage study, this paper contributes to helping the quality improvement of acedemic LIS by considering the interrelationship among LIS quality factors and the perception gap on the LIS quality factors between LIS users and providers.

• Journal of Welding and Joining
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• v.22 no.6
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• pp.19-24
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• 2004

The laser welding and its analysis of thin-sheet carbon steels were carried out with high power $CO_{2}$ laser. The main factor of weld quality of laser welding is gap and edge quality. This work was preformed to focus on the gap tolerance problem during laser welding. First, bead on plate welding of thin sheet was examined to investigate the effect of laser welding variables, and to obtain optimum welding condition. Butt welding was also carried out to show the effect of gap on the laser weldability of thin sheet. In order to investigate the effect of gap on formability of welded thin sheet, LDH test was caried out. At high welding speed, the partial penetration was obtained by low heat input. Otherwise, porosity was formed in the bead at low weld speed because of too much heat input. The optimum welding condition of welding was derived from bead width, penetration and hardness property. The maximum gap tolerance on laser welding was observed to be about 0.2mm. This gap size has good relationship with beam size of laser spot(about 0.3mm). The formability of welded sheet was about $80{\%}$ value of base metal and the gap size has not affected on the formability, although weld quality is dependent on the gap size.

• Journal of the Korean Society for Precision Engineering
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• v.16 no.4 s.97
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• pp.37-45
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• 1999

Many automated welding equipment are used in the industry. However, there are some problems to get quality welds because of the geometric error, thermal distortion, and incorrect joint fit-up. These factors can make the gap between base plates in case of a thick plate welding. The welding product with the quality welds can not be obtained without consideration of the gap. In this paper, the robot path and welding conditions are modified to get the quality weld by detecting the position and size of the gap. In this work, a low-priced laser range sensor is used. The 3-dimensional information is obtained using the motion of a robot, which holds a laser range sensor. The position and size of the gap is calculated using signal processing of the measured 3-dimensional information of joint profile geometry. The data measured by a laser range sensor is segmented by an iterative end point method. The segmented data is optimized by the least square method. The existence of gap is detected by comparing the data with the segmented shape of template. The effects of robot measuring speed and gap size are also tested. The recognizability fo the gap is verified as good by comparing the real joint profile and the calculated joint profile using the signal processing.

• Proceedings of the Korean Institute of Intelligent Systems Conference
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• 1998.10a
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• pp.539-544
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• 1998

Generally, welding gap is a serious factor of a falling-off in weld quality among various kind of weld defect. Welding gap is created between two work piece in GMAW(Gas Metal Arc Welding) of horizontal fillet weld because surface of workpiece is not flat by cutting process. In these days, there were many attempts to detect welding gap. though we prevalently use the vision sensor or arc sensor in welding process, it is difficult to detect welding gap for improvement of welding quality. But we have a trouble to find relationship between welding gap and many welding parameters due to non-linearity of welding process. As mentioned about the various difficult problem, we can detect welding gap precisely using neural networks which are able to model non-linear function. Also, this paper was proposed real-time monitoring of weld bead shape to find effect of welding gap and to estimate weld quality. Monitoring of weld bead shape examined the correlation of welding parameters with bead eometry using learning ability of neural networks. Finally, the developed system, welding gap detecting system and bead shape monitoring system, is expected to the successful capability of automation of welding process by result of simulation.