• Journal of Distribution Science
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• v.13 no.3
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• pp.41-49
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• 2015

Purpose - Universities are placing a greater emphasis on relationship management as a source of competitive advantage due to increasingly competitive environments and social changes. The purpose of this study is to analyze the relationships among education service quality, relationship quality, and relationship performance from the perspective of service distribution. In other words, this study is focused on the role of education service quality with regard to relationship management. In this study, education service quality is divided into lecture, job assistance, student-faculty interaction, student-student interaction, facility welfare, and scholarship welfare quality components; relationship quality is composed of satisfaction and commitment; and relationship performance is divided into recommendation and defection intentions. Research design, data, and methodology - This study aims to identify how the various elements of education service quality affect satisfaction. Further, it aims to test the relationships among satisfaction, commitment, recommendation intentions, and defection intentions. Distribution and marketing students were randomly selected for the experiment. Out of the 380 administered questionnaires, a total of 361 respondents provided complete and usable data. The sample consisted of 232 males (64.3%) and 129 females (35.7%). The variables of the proposed model were measured through assessments that were measured on a 5-point Likert scale. Using Lisrel 8.7, a structural model was analyzed and the path coefficients were estimated. Results - The overall fit of the model was acceptable (χ2=1121.8 (df=603, P=0.00), GFI=0.967, NFI=0.974, CFI=0.981, RMR=0.021). The results generally supported the hypothesized relationships of the proposed model, except for Hypothesis 1. First, lecture, job assistance, student-faculty interaction, student-student interaction, and facility welfare quality were revealed to have positive effects on satisfaction. In particular, lecture and facility welfare quality had the strongest effects on satisfaction. However, scholarship welfare quality did not significantly affect satisfaction; this means that Hypothesis 3-2 was not supported. Second, satisfaction was positively related to commitment and recommendation intentions but it was negatively related to defection intentions. Third, commitment was positively related to recommendation intentions but it was negatively related to defection intentions. Conclusions - This study emphasizes the influence of education service quality on satisfaction in the long-term. In addition, this research has the following implications for university relationship management. First, the findings suggest that the various dimensions of education service quality have differing effects on satisfaction. In particular, lecture and facility welfare quality are found to be the most important factors in increasing the level of satisfaction. Therefore, university managers need to prioritize enhancing lecture quality and upgrading educational facilities. Second, satisfaction also improves through job assistance systems and opportunities for social interactions. Therefore, university managers should reinforce their job skills programs and should provide opportunities for social relationships to develop. Finally, it is important for university managers to take a relationship approach to maximizing relationship performance. Therefore, university managers should work to increase student recommendations and prevent their defections based on satisfaction and commitment.

• Journal of Korean Society for Quality Management
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• v.31 no.4
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• pp.55-63
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• 2003

Total quality management (TQM) is regarded as a tool for improving the competitiveness not only for a manufacturing sector, but also for a service sector, The objective of this paper is to classify TQM education by management level, to identify how TQM education be implemented by the type of industry, to analyze the relationship of TQM education with business performance, and finally to analyze the difference between companies with ISO certification and those without ISO certification in terms of TQM education. The findings suggest that there was a significant difference between manufacturing and service sector in TQM education level. Also, the relationship of TQM education with business performance was partially correlated. Finally there was no significant difference between companies with ISO certification and those without ISO certification in terms of TQM education.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.28-41
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• 2006

In this study, an investigation was done into service quality factors of infant education institutes, after which a positive verification was made in the rotation of cause and effect between service quality, service value and customer satisfaction. Based on this verification, strategies were presented for plans to improve the service qualify of infant education. In addition, identification was made into factors that affect customer satisfaction, re-registration intention and recommendation to others in putting forward service operational strategies for infant education institutes and making a comparative analysis on kindergartens and daycare centers.

• Journal of Service Research and Studies
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• v.8 no.4
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• pp.1-12
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• 2018

This study suggests a way to implement shared economic model of educational service in service era. As most shared economic models are innovating high-cost, low-quality structures in existing economies, there is a need for innovation models that improve high-cost low-quality structures to high-quality, low-cost structures in education services. Especially, since higher education and lifelong education are in urgent need of innovation, this study studied shared university model focused on higher education and lifelong education. In order to provide educational services at low cost and high quality, it is necessary to use idle resources, so it is necessary to introduce a shared economic model. Shared universities require a more efficient and effective supplier quality control, as the existing limited supplier group become widespread. Normative quality control is also needed to cultivate students as competent talent. In addition, in order to provide high-quality higher education services at a low cost, it is necessary to base the process quality management using advanced science and technology. Therefore, educational service quality management is a process of quality control that is well-balanced in terms of suppliers, customers, and processes.

• Journal of the Korean Data and Information Science Society
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• v.19 no.3
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• pp.801-809
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• 2008

Nowadays almost all universities are endeavoring to improve the quality of education offered. The quality of education that is provided should be measured beforehand. This study examined three methods, SERVQUAL, SERVPERF and Lee and Yun(2004)'s method of measuring service quality: SERVQUAL, SERVPERF are well known and the most commonly used measurement of the quality of education offered and the Lee and Yun(2004)'s method measures service quality using fuzzy numbers. As a result of this research, SERVQUAL was proven to be the most efficient method to measure the quality of education offered. Even though, more actual analysis related to this study should be followed, the research is meaningful in a way that it provided clues and reasons for the study.

• Journal of Venture Innovation
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• v.4 no.1
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• pp.23-38
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• 2021

This paper will examine the service quality of online education on service value, learning immersion, major satisfaction. The result structural equation model show that service quality of online education had a positive impact on service value. First, system convenience, system quality, interaction had a positive impact on service value. Second, System convenience, system quality, interaction had a positive impact on learning immersion Third, Online education on service value had a positive impact on Major Satisfaction. Fourth, Learning immersion had a positive impact on Major Satisfaction.

• Journal of Fisheries and Marine Sciences Education
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• v.28 no.5
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• pp.1378-1387
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• 2016

The purpose of this study is to extract the factors affecting service quality, customer satisfaction, and customer loyalty and to find out what effect service quality & customer satisfaction, service quality & customer loyalty, and customer satisfaction & customer loyalty respectively. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Also, the hypothesis between service quality of ship management companies and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.

• Journal of the Korea Fashion and Costume Design Association
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• v.4 no.1
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• pp.131-141
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• 2002

The present study, first, reviews theoretically previous studies about the concept and quality of services as well as tools to measure the quality. Second, it reviews theoretically previous studies about the concept and quality of special services as well as tools to measure the quality. According to the results of reviewing previous studies on service quality, it is considered that the variance among several researchers concerning the measurements of service quality is affected significantly by factors such as the procedures of data collection and analyses utilized in the studies. In addition, the fact that dimensions are different, or some dimensions are not independent, is highly likely to be based on the unique characteristics of business categories, in addition to research procedures. Accordingly, when measuring service quality in future studies, it may be desirable to adapt measuring tools partially for the characteristics of each service category, and to generalize the adjusted tools over the specific category. Especially studies on the quality of special service have been carried out in limited scope so far. Thus, it is required to develop and refine comprehensive and appropriate criteria and detailed questions to measure the quality of fashion education service. Furthermore, studies are necessary with regard to relations among relevant factors such as customers' satisfaction and perception on education service quality after they experience the services.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.

• The Korean Journal of Health Service Management
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• v.7 no.4
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• pp.33-47
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• 2013

The purpose of this study is to identify the important factors of education service quality and to develop the evaluation instrument in learning facilities for care workers. This study was processed as four steps. First, the important factors were confirmed through literature reviews and the expert board discussions. Second, the evaluation instrument was developed and validity & reliability of the instrument were checked by factor analysis and Cronbach's ${\alpha}$. Lastly, the instrument was rechecked by the expert board in language usages and importance of the items. The results indicated that the important quality factors were divided with infrastructure and service process. Especially, the process contained providing appropriate education information & counseling, providing appropriate contract & paying fees, keeping specified service principles and so on. The study instrument was developed with 28 items. This instrument will be helpful to improve the education service quality. Besides, the staffs must continuously try to improve and manage their education services using the results of this kind of evaluation instrument.