• 디지털산업정보학회논문지
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• 제5권2호
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• pp.185-197
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• 2009

The Purpose of this study was to investigate of university students' perceived Service Qualities on the internet fashion and apparel shopping malls. This survey was carried out with real customers. Data were obtained from 197 internet fashion shopping mall consumer(university students) who have bought fashion products. Questionnaires related to service quality, perceived service value and loyalty. This study was investigated with focused on customer of university students itself. To find relationships among variables, exploratory factor analysis and multiple regression was carried out with collected data. The resulted were as follows: 1. The service quality dimension of fashion internet shopping malls were external quality of web, reliability quality and emotional quality. 2. The all of service quality dimensions of internet fashion and apparel shopping malls had an effect on university students perceived value and loyalty.

• 한국조리학회지
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• 제15권1호
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• pp.79-93
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• 2009

본 연구는 테마파크에서 식음료서비스 품질과 가격이 테마파크를 방문한 고객의 만족도와 재방문의도에 미치는 요인들을 실증 분석을 통하여 파악함으로써 테마파크 고객에게 영향을 미치는 서비스 품질의 속성과 상관관계를 연구하여 테마파크의 수익성을 증가시키는 길을 제시하고자 한다. 연구내용을 요약하면 본 연구는 식음료서비스 품질과 테마파크를 방문한 고객만족도의 영향관계를 파악했다는데 의의를 찾을 수 있다. 테마파크의 전체매출액의 약 20%정도를 차지하고 있는 식음료의 부분의 서비스 품질과 판매가격은 서로 연관성이 있으며 테마파크 입장객 만족도와 재방문 의도에 긍정적인 영향을 미친다. 이는 테마파크의 수익성증대와 고객의 만족도 상승으로 고객의 재방문율을 높이기 위해서 식음료 서비스품질을 높이고 품질에 바탕을 둔 합리적인 가격 결정이 필요함을 의미한다. 서비스 품질을 높이기 위한 품질 요인 중 가장 중요한 요인은 종업원이 고객에 도움을 주려는 마음자세 즉 서비스 정신이다. 이를 위해서 종업원의 사기 진작을 위한 교육 및 훈련을 통하여 구성원들의 사기를 증진시키고 서비스정신으로 무장된 종업원으로 탈바꿈시키기 위한 조치들이 필요하다. 이렇게 하여 서비스품질을 높임으로써 식음료 상품을 통한 고객만족과 고객의 재방문 의도를 높일 수 있다.

• 벤처창업연구
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• 제8권3호
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• pp.179-187
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• 2013

과거에는 품질의 좋고 나쁨의 기준이 정해진 특정 규정(기준)의 충족 여부였지만 최근엔 소비자(고객)의 만족 여부가 해당 제품의 질을 평가하는 기준이 되고 있다. 이는 서비스업의 경우에도 마찬가지이다. 본 연구에서는 의료산업에서의 서비스 품질과 서비스 가치가 고객행동과 어떤 관련성이 있는지와 서비스 관계품질이 서비스품질 및 가치와 고객행동에 어떤 매개역할을 하는지에 대해 실증 연구한 것이다. 컴퓨터 SPSS 패키지에 의해 조사 분석한 결과 의료산업 서비스품질 및 서비스가치는 고객행동과 양의 관련이 있는 것으로 나타났고, 서비스관계품질이 서비스품질 및 가치와 고객행동 간에 매개역할을 하고 있는 것으로 나타났다.

• 한국항공운항학회지
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• 제25권4호
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• pp.101-110
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• 2017

This research identifies the relation between the quality of cabin service(personnel and material services) in Korean low-cost airlines and resulting customer satisfaction and loyalty. Its aim is to provide low-cost airlines' international flights with basic information when building strategies, and to suggest a strategic implication for an original and competitive cabin service policy that can enhance customer retention. As a result of the analysis, first, hypothesis 1 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was all valid. Moreover, it was coherent with the results of previous researches. Second, hypothesis 2 on relation between the quality of Korean low-cost airlines' cabin service and customer satisfaction was also valid and coherent with previous studies. Third, hypothesis 3 on relation between customer satisfaction and loyalty was valid and coherent with existing studies. Consequently, this research suggests that in order to achieve the continuous retention of loyal customers through customer satisfaction, the quality of personnel and material service has to be considered primarily. In addition to that, this research also suggests that the original and competitive service marketing of low-cost airline is necessary for an airline to continue its profit-making.

• 품질경영학회지
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• 제47권4호
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• pp.807-822
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• 2019

Purpose: To increase the competitiveness of the university and improve the quality of education by providing education services that meet the student's satisfaction needs based on the education service quality survey of university students. Methods: A questionnaire consisting of 6 elements and 38 questions was prepared and students were surveyed. The importance and satisfaction ISA analysis was conducted. Results: The results of this study are as follows; there was a difference in the perception of importance and satisfaction by student characteristics regarding the results of educational service quality measurement. Working students need an extra effort in the educational environment and foreign students in student services. Conclusion: The importance of educational service quality-satisfaction survey should be used to identify the factors of educational service quality by student characteristics to improve student satisfaction, improve the quality of education, and support educational services with a strategic approach.

• 한국치위생학회지
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• 제16권4호
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• pp.549-557
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• 2016

Objectives: The purpose of the study is to investigate the influence of education service quality on major satisfaction in the dental hygiene students. Methods: A self-reported questionnaire was completed by 271 dental hygiene students in Seoul from April 1 to 20, 2016. The questionnaire consisted of general characteristics of the subjects(6 items), education service quality (27 items), and major satisfaction of students(23 items). The instrument for education service quality was adapted from Parasuraman and modified by Park & Lee. Likert 5 point scale adaptation included physical environment, reliability, responsiveness, certainty, empathy, class professors, administrative facilities, and school activities accessibility. Cronbach's alpha test in the study was 0.956 in education service quality and 0.951 in major satisfaction. Results: The education service quality was 3.1 points. The lower grade students tended to have the higher education service quality (p<0.001). The satisfaction to class professors was 3.2 points. The education service quality had a significant positive relation to major satisfaction. The satisfaction was positively influenced by physical environment, responsiveness, certainty, and empathy. Conclusions: A positive motivation to education service quality leads to major satisfaction. A variety of strategies are very important to enhance the education specialization.

• 품질경영학회지
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• 제35권2호
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• pp.63-83
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• 2007

As the mobile internet service market is rapidly growing, measuring and managing the service quality become a more critical issue to the service providers. Thus the purpose of this study is to compare SERVQUAL, SERVPERF, and non-difference score measures and to determine which one is superior to measure the service quality of the mobile internet service. This study also aims to analyze the structural relationship between the service quality, customer satisfaction and behavioral intentions (repurchase intention and word-of-mouth). For the purpose, survey data were gathered from the respondents who have used the mobile internet services and an empirical test was conducted. As the first research result, it was revealed that the non-difference score measure showed a much better model than other service measuring models (SERVQUAL, SERVPERF). And the second result was that two service quality factors (tangibles and empathy) among the mobile internet service quality factors significantly influenced the customer satisfaction and also the customer satisfaction had a significant effect on the repurchase and word-of-mouth.

• 한국방송∙미디어공학회:학술대회논문집
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• 한국방송공학회 1998년도 Proceedings of International Workshop on Advanced Image Technology
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• pp.73-78
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• 1998

Our platform introduced in this paper is based on DAVIC specifications which define high quality multimedia services with some extensions to provide user friendly and uniform interface to its users. We designed and implemented an integrated service platform for high quality interactive multimedia services, swithed digital broadcasting, and Internet services. The integration in terms of a service provider system, a delivery system, and a service user system is taken into account. Our research results in the development of integrated high quality interactive and digital broadcasting multimedia services with web-based common user interface and its experience will be feedback to the field trial service which will be launched from next year.

• 품질경영학회지
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• 제47권2호
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• pp.327-344
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• 2019

Purpose: This study aims to conduct a systematic literature review to suitably identify wide and specific issues and topics on service quality in supply chain. Methods: This study is to investigate service quality in supply chain research using a systematic literature review methodology. In order to extract influential journals and papers, we used the SJR impact factor provided by the SCOPUS database. The collected 169 papers were analyzed using bibliometric analysis, citation analysis as well as keywords network. Results: We conducted a bibliometric analysis to identify top authors contributing to service quality in supply chain and their issues, and further examined important keywords and new emerging keywords. In addition, we extracted five influential papers by PageRank to clarify critical issues and divided into five clusters to identify topics of service quality in supply chain by using network-based approach. In order to examine comprehensive issues and topics of service quality in supply chain, we constructed a keyword network to observe difference in the classification of important keywords across network centrality measures. Conclusion: Our study reviewed literature on service quality in supply chain and explored the future directions and trends of service quality in supply chain.

• 디지털산업정보학회논문지
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• 제8권3호
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• pp.213-228
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• 2012

The purpose of this study was comparative of domestic foreign university students' perceived service quality factors for Internet shopping mall. And investigate of affect of internet shopping customer satisfaction on perceived service quality. This survey was carried out with real customers. Data were obtained from 189 internet shopping mall customer(Domestic and Foreign university students) who have bought any products. To Find difference among service quality variables, exploratory factor analysis, ANOVA and multiple regression was carried out with collected data. Result shows that perceived service quality is significantly related to customers satisfaction. And there were significantly differences in perceived service quality between domestic university students and foreign(chinese and mongolian) abroad university students. Therefore, it is necessary to reconsider marketing strategy for internet shopping business.