• Journal of the Korean Society of Food Culture
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• v.20 no.5
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• pp.538-547
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• 2005

Customer needs in food service industry is not only demanding high quality product(food), but also high quality service. Therefore, how to provide high quality service based on customers expectation, and how to design the service systems by food service industry or restaurants are important task. This study is service quality of Korean restaurant customers, it aims analyzes factors influences service quality of food service industry based on the perception of pork-belly specialty restaurants customers. It is expected that there is significant difference according to gender concerning level of satisfaction in service quality of food service industry as a result of analyzing the level of satisfaction for frequency of eating out relatively to the purpose of eating out, and researching the level of satisfaction for service quality of food service industry after visiting the restaurant. Based on such results, solutions that can cope with social, cultural and economical environment of food service industry are suggested. Selection of food service business, samples, and purpose of eating out, which are limits of this study, needs to be studied continuously in the future after diversifying and segmentation.

• Journal of Distribution Science
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• v.22 no.4
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• pp.79-89
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• 2024

Purpose: This study aims to enhance airport service quality by examining their impact on brand image, advocacy, and mediating brand trust in the aviation service distribution sector. Research Design, Data, and Methodology: Using existing literature, we propose a structural model exploring the relationships between key components which are service quality, brand trust, brand Image and brand advocacy. An online survey, based on prior literature, was administered to 287 Koreans who have experienced using facilities or services at Incheon International Airport (IIA). Statistical analysis employed confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results: Research findings show significant impacts of airport service quality on brand trust. Increased brand trust positively influences airport brand image and advocacy. Conclusion: The study emphasizes the aviation industry's potential to boost brand trust through improved airport service quality via users' interactions. Service quality is critical factors in building brand trust. The findings emphasize the critical role of service quality in fostering brand trust. It underscores the importance of user's satisfaction with service quality in fostering brand trust which can lead to brand image and brand advocacy. The aviation industry should formulate policies and strategies to enhance brand trust improved service quality, thereby improving brand image and brand advocacy.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.1 s.160
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• pp.85-94
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• 2007

This study analysed the structural relationship of customer satisfaction and behavioral intentions for service quality. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Behavioral intentions were defined as loyalty and brand switch. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship between overall service quality, customer satisfaction and behavioral intentions on department stores. The results and implications are that there is a significant relationship between service quality and overall satisfaction. Furthermore, a significant relationship exists between overall satisfaction and behavioral intentions. This study also shows that overall service quality affects customer satisfaction and behavioral intention.

• Asia pacific journal of information systems
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• v.10 no.3
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• pp.145-157
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• 2000

Economists have advocated that the market competitiveness improved the firm's productivity and eventually its service quality. However, the previous researches did not provide the empirical results enough to prove that the competitiveness do improve the service quality. In this paper, we conducted an empirical research to find whether the competition induces the quality of service. The telecommunication industry was chosen since it went through the increasing competition along with a high attention. We found that competition itself does not guarantee the quality of service. It is the intensity of competition that improves the service quality. The service quality depends mainly on the competitor's competence, i.e. the intensity of competition rather than the competition itself. In sum, when we want tc improve the service quality as well as the productivity, we had better increase the intensity of competition by allowing many new strong entities.

• Asia pacific journal of information systems
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• v.13 no.2
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• pp.47-66
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• 2003

Economists have advocated that the privatization and market competitiveness improve the firm's productivity and eventually its service quality. However, the previous researches did not provide the empirical results enough to prove that the privatization and competitiveness do improve the service quality. In this paper, we conducted an empirical research to find whether the privatization and competition induces the quality of service. The mobile telecommunication industry was chosen since it went through bringing the privatization and increasing the competition along with a high attention. We found that the privatization and competition itself does not guarantee the quality of mobile telecommunication service. It is the intensity of competition that improves the mobile telecommunication service quality. The service quality depends mainly on the competitor's competence, i.e. the intensity of competition rather than the competition itself. In sum, when we want to improve the service quality as well as the productivity, we had better increase the intensity of competition by allowing many new strong entries.

• Journal of Korean Society for Quality Management
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• v.50 no.3
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• pp.407-424
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• 2022

Purpose: This study examines the relationship between the environment, society, and governance (ESG) perception of service providers and service quality by considering job satisfaction as a mediator in the Korean parcel delivery context. Methods: This study uses a multi-level analysis by incorporating organizational and individual levels of analysis. It employs a survey method for measuring the ESG perception of parcel delivery persons and service quality ratings from the Korean government. A hierarch regression analysis with 241 responses was used to test hypotheses. Results: The results of this study provide evidence that the ESG perception, particularly its social dimension, of parcel delivery persons is positively associated with service quality. This study also finds the positive effect of the ESG perception on job satisfaction. However, the mediating effect of job satisfaction between the ESG perception and service quality was not confirmed. Conclusion: This study presents significant implications for scholars and practitioners. Parcel delivery companies should implement relevant ESG activities and communicate them with their service persons to improve delivery service quality. The ESG perception of employees plays a critical role in the moment of truth in parcel service delivery to enhance customer satisfaction and service quality.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.5 s.142
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• pp.607-616
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• 2005

The purpose of this study was to investigate service quality of department stores located in Daegu and to examine the effects of service quality on customer satisfaction and store patronage. Data(N=285) were analyzed, using factor analysis, 1-test, ANOVA and regression analysis. The results suggest that service quality was divided into 3 dimensions (reliability, tangibles, empathy) and that service quality enhanced customer satisfaction and store patronage. Specifically, tangibles had a positive effect on customer satisfaction, and reliability had a positive effect on store patronage. Also, personal characteristics were related to service quality, customer satisfaction and store patronage. For instance, male customers evaluated tangibles of service quality more positively than female customers. The married evaluated service quality, customer satisfaction and store patronage more positively than the single. While people aged above 36 yews evaluated reliability and empathy of service quality more positively than people aged below 35 years, people in their 20s evaluated tangibles more positively than people in their 30s. People in a higher income bracket (i. e., \301,000,000- \400,000,000) evaluated reliability and empathy of service quality and store patronage most positively, while people in a lower bracket (i. e., below \200,000,000) evaluated most negatively.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.216-223
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• 2006

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.45-61
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• 2004

This study is to identify the differences in service quality for the 2nd-scale hospital Industries. The subjects of this survey for the empirical analysis are limited to the 2nd- scale hospitals in Korea: data are collected in Seoul, Incheon and Kyungki areas. The results are as follows. First, the efficiency for hospital operations confirmed the differences in bed scale. Second, the high-efficiency hospitals attach importance to efficiency with more than 100 bad scale and the low-efficiency hospitals attach Importance to service quality with less than 100 bed scale.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.78-92
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• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.