• Journal of Distribution Science
• /
• v.13 no.3
• /
• pp.41-49
• /
• 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 on Water Environment
• /
• v.39 no.4
• /
• pp.261-268
• /
• 2023

The benthic macroinvertebrates index (BMI) was developed based on the 5-day biochemical oxygen demand (BOD₅), which is the amount of biodegradable organic matter in stream water. However, benthic macroinvertebrates mainly live in the streambed substrate and are affected by the interaction of water quality and substrate. This study was conducted to examine the interactive relationship between water quality items (BOD₅, total phosphorus (TP), total suspended solids (TSS)) and substrate with BMI by performing statistical analyses (four-way analysis of variance, Pearson's correlation analysis, partial correlation analysis and multiple regression analysis). The data used in the analyses were collected from 19,915 sampling units at 1,937 sites in South Korea from 2010 to 2020. The interaction effect between BOD₅ and substrate types was confirmed through a four-way analysis of variance. Partial correlation analysis and multiple regression analysis estimated the degree of influence on the change in BMI value in the order of mean grain size of the substrate as (𝜱_m) > BOD₅ > TP > TSS. BMI can be regarded as an index that evaluates the comprehensive effects of water quality and streambed status, although it is an index that was developed based on the amount of biodegradable organic matter in a water column.

• Journal of Korean Society for Quality Management
• /
• v.51 no.1
• /
• pp.67-78
• /
• 2023

Purpose: The purpose of this study is to investigate the COVID-19 pandemic-driven effect changes of quality factors on customer satisfaction in Korean Police Civil Affairs Service. Methods: This study fitted a regression model to the data collected by Korean National Police Agency from 2019 (before COVID-19 pandemic) to 2020 (during COVID-19 pandemic). In order to simultaneously estimate the effects of major seven quality factors on customer satisfaction for 'before the pandemic' and for 'during the pandemic', the regression model included not only customer satisfaction as the dependent variable, but also the fourteen independent variables consisting of the seven quality factors and their seven interaction terms. The interaction terms were defined by multiplying each quality factor by a dummy variable indicating either before or during the pandemic. Therefore, the coefficient estimates of the interaction terms indicate the changes of their corresponding quality factor effects on customer satisfaction between before and during the pandemic. The double bootstrap method was applied to test the significance of coefficient estimates. Results: Both before and during the pandemic, all quality factors had positive effects on customer satisfaction. However, these effects changed differently from before to during the pandemic: (increased) supportability, sincerity, and convenience; (decreased) integrity, professionalism, and fairness; (unchanged) promptness. Conclusion: This study found that the pandemic caused significant effect changes of quality factors on customer satisfaction in Korean Police Civil Affairs Service. This finding suggests the necessity of carefully monitoring such effect changes to effectively and efficiently improve customer satisfaction. This study also identified that from before to during the pandemic, supportability, sincerity, and convenience become more important and hence, need to be better managed.

• Korean Journal of Biological Psychiatry
• /
• v.4 no.1
• /
• pp.116-120
• /
• 1997

This study investigated the antidepressant efficacy and it's impact on the quality of life of depressed patients. We performed Hamilton Depression Rating Scale(HDRS), and Montgomery-Asberg Depression Rating Scale(MADRS), and Health-related Quality of Life Questionnaire(HQLQ) to both tricyclic antidepressant(TCA) and sertraline groups. There were 16 subjects in this study. The tricyclic group had 9 subjects and the sertraline group had 7. The TCA and sertraline produced a similar degree of response. Both groups experienced a reduction of 70% or more in mean HDRS and MADRS total score after 6wks. In HQLQ, the TCAs group also showed improved bed disability days, alertness behavior, and social interaction, the sertraline group showed improved health perception, alertness behavior, home management, and social interaction. We suggested that the improvement of "Quality of life" were not in proportion to the clinical symptom's improvement. Therefore, clinicians should consider the benefit of antidepressant treatment in terms of quality of life.

• Journal of Korean society of Dental Hygiene
• /
• v.20 no.5
• /
• pp.561-569
• /
• 2020

Objectives: The purpose of this study is to investigate the interaction and satisfaction of with web-based lectures. In addition, it seeks identify their correlations as well as the factors that influence satisfaction. Methods: The study subjects consisted of 139 college students taking up dental hygiene from Suncheon. ANOVA, correlation analysis, and regression analysis were used on the data collected. The Cronbach's alpha for interaction and satisfaction were 0.949 and 0.921, respectively. Results: The interaction recorded was moderate compared to face-to-face lectures. In particular, interaction between students was higher among 3rd grade students compared to those in the 1st grade (p=0.002). Satisfaction with the appropriateness of lecture content and duration was high, but relatively low in terms of the quality of the lecture and the desire to broaden its scope. In particular, satisfaction was higher among students in higher grade levels than their more junior counterparts (p<0.05). It was also found to be positively correlated with interaction (p<0.01). Their respective presence on the educational platform had the greatest impact on satisfaction (β=0.495, p<0.001). Conclusions: Increased interaction results in greater levels of satisfaction. Furthermore, an improvement in the quality of the lectures and the students' perception of them would enable lectures to be conducted more effectively in situations wherein face-to-face lectures cannot be done.

• Journal of Korean Society for Quality Management
• /
• v.48 no.3
• /
• pp.433-451
• /
• 2020

Purpose: The purpose of this study is to investigate how the type of virtual reality content production affects the interaction and immersion that is a virtual reality characteristic, and to provide the platform companies and content producers with the basic information necessary to provide the production and service of content suitable for VR characteristics. Methods: Based on the data collected in the survey, multiple regression analysis and hierarchical regression analysis were used. The measurement tools used in this study were studied through three-dimensional composition, including the characteristics and interaction and immersion of content produced in 2D, 3D and 360°, which are elements of virtual reality characteristics. Results: The results of this study are as follows. Among the types of content production, content produced with 2D and 360 technologies was found to affect immersion, while content produced in 3D affected interaction. Motion sickness has been investigated to affect both immersion and interaction. Conclusion: Service-provided platform enterprises and content-making enterprises should consider content-making and providing services that suit service characteristics and purposes, taking into account the characteristics of interaction and immersion in content-making investment and service delivery.

• Journal of Distribution Science
• /
• v.18 no.6
• /
• pp.5-14
• /
• 2020

Purpose: This study was based on curation commerce that has been rapidly developing. It looked into the effect of curation commerce's quality of service factors (information quality, information interest quality, interaction quality, and personalization quality) on satisfaction and the mediating effect of consumer empathy and shopping value between service qualities and consumers' satisfaction with curation commerce. Research design, data, and methodology: The survey was conducted on 273 consumers who used Chinese curation commerce services. The research data was analyzed using the Smart PLS 3.0 program. The empirical analysis was conducted with reliability and validity analyses of the questionnaire and hypothesis test. Results: As a result, only the quality of information had a direct impact on satisfaction. The remaining service quaility factors (information interest quality, interaction quality, and personalization quality) were found to affect satisfaction through utilitarian value or consumer empathy. Conclusions: This study is meaningful in that it selected the service quality factors experienced by consumers about curation commerce services in line with the bright market prospects of curation services. In addition, the significance of this study was to reveal the psychological mechanism of the process in which the quality of service reaches consumer satisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.12
• /
• pp.8297-8305
• /
• 2015

A cultural and art performance is a domain of the service from which consumers want to get a value through the experience, and a comprehensive study of the service quality the consumers judge to be important is necessary. Also, there are active studies of service quality in various service industries and fields, but there are not many studies related to service quality in the performance business. In the performance industry, the service quality of the theater has a great influence in order to express the distinct theme, and yet, there has been no study of the influences of the choice factors of performing arts, the quality of the physical environment, in other words, the quality of interaction and the quality of the outcome of their selection of a performance of each type of use by the audience of performing arts. Thus, this study aims to understand the quality of physical environment considered by the audience of a choir performance in the selection of the performance according to the type of use of the choir performance and analyze the influences of these factors on the quality of interaction, the quality of outcome and behavioral intention to provide suggestions for the establishment of marketing strategies in the future.

• Journal of Korean Society for Quality Management
• /
• v.40 no.4
• /
• pp.543-558
• /
• 2012

Purpose: The purpose of this study was to propose useful suggestions by analyzing causal effect relationship between port service quality, and customer satisfaction and performance in port industry. Methods: The collected data through the survey were analyzed using multi-regression analysis. The measurement tools used for this study were divided into three dimensions such as internal quality, interaction quality and environmental quality. Results: The results of this study are as follows; regarding the influence of pot service quality dimension on customer satisfaction, it was found that the effects of interaction quality and internal quality were significant and those of environmental quality was not significant on customer satisfaction. It was found that customer satisfaction made statistically significant influence on performance from the investigation of the causal effect relationship between customer satisfaction and performance. Conclusion: Incheon Port needs to act actively paying attention to port facilities, efficient operation, network, cargo recruitment activities, smooth communication and fast handling.

• Quality Improvement in Health Care
• /
• v.4 no.2
• /
• pp.210-221
• /
• 1997

Background : Willingness to satisfy patients(WSP) among nurses is essential to promoting patient satisfaction which is a critical component in the quality of health care and its outcomes. This study was carried out to empirically find out the affecting factors of WSP among nurses in hospital settings. Methods : The model contains seven job relating determinants and two intervening variables as follows: i) job relating variables of professional status, task requirements, pay, physician-nurse interaction, nurse-nurse interaction, organizational policies, and autonomy, ii) intervening variables of job satisfaction and organizational commitment. Data were collected from 205 nurses in two general hospitals owned by one foundation located in Pusan, Korea, using a structured and self-administered questionnaire. Results : The major results were as follows: First, the results of ANOVA on WPS by personal characteristics showed a statistically significant relationships between WPS and hierarchical orders(p<.01) ana tenure(p<.10). Comparing with the lower orders and shorter tenure, the higher orders and the longer tenure showed better WPS. Second, the results of simple correlation analysis between WPS and determinants and intervening variables showed the following variables, in order of importance, were statistically significant(p<.01): work satisfaction(+), organizational commitment(+), task requirements(+), nurse-interaction(+), professional status(+), physician-nurse interaction(+). Third, the results of path analysis showed that two intervening variables of job satisfaction and organizational commitment, and three determinants of task requirements, professional status, and nurse-nurse interaction had a positively significant direct effect to WPS. Conclusion : The results suggest that nurses who are more satisfied with task requirements, status, nurse-nurse interaction, overall job satisfaction, and organizational commitment, will behave in ways that patients find more satisfied.