• Journal of Fisheries and Marine Sciences Education
• /
• v.28 no.5
• /
• pp.1378-1387
• /
• 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 Korean Society of Industrial and Systems Engineering
• /
• v.21 no.45
• /
• pp.193-200
• /
• 1998

본 논문은 상대방의 변화하는 필요사항을 충족시키기 위하여 사람들이 일반적으로 채택하고 있는 ‘적절 반응’(responsiveness) 과정을 컴퓨터 시스템에 적용하는 것에 관한 연구이다. ‘적절 반응’과정은 일반적으로 관찰, 이해, 해석, 이행의 4단계로 구성된다. 본 연구에서는 이러한 ‘적절 반응’ 과정을 ‘흑판’(blackboard) 구조를 이용하는 ‘반응 층’(responsive layer)을 통하여 MSLTRAIN이라고 하는 실제 시스템에 적용하였다. ‘반응 층’은 ‘적절 반응’과정을 실질적으로 이행하는 ‘지식 소자’(knowledge source)와 정보의 상호 소통을 위한 ‘흑판’으로 구성된다. ‘적절 반응’ 과정과 이를 이행하는 ‘반응 층’은 변화하는 사용자의 욕구를 충족시켜 나가는 지능을 제공한다.

• The Journal of Information Systems
• /
• v.21 no.4
• /
• pp.133-153
• /
• 2012

This study explores the factors influencing user satisfaction of mobile IPTV and their relationship. We formulate the research model based on characteristics of mobile device and IPTV. Responsiveness, contents satisfaction, price satisfaction, aesthetic simplicity, network quality are proposed as essential antecedents of mobile IPTV satisfaction. We also suggest network quality and gender as moderators. Our data analysis with 297 mobile IPTV users shows contents and price have significant positive effect on mobile IPTV satisfaction. Network quality shows positive moderation effect on the relationship between responsiveness and satisfaction.

• Asia-Pacific Journal of Business
• /
• v.6 no.1
• /
• pp.45-57
• /
• 2015

The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

• Journal of Information Technology Services
• /
• v.9 no.4
• /
• pp.71-94
• /
• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

• Journal of Korea Technology Innovation Society
• /
• v.7 no.3
• /
• pp.681-709
• /
• 2004

The purpose of this study is to classify customers by e-mail responsiveness on time-series analysis and testify the effectiveness of grouping by ROI analysis. Response recency, response frequency and Activity(RFA) of e-mailing systems are adapted for Customer segmentations. ROI analysis are consisted of open, click-through, duration time, personalization, conversion rate and email loyalty index of email systems. Major findings are as follows: RFA analysis is used for customer segmentations that is fundamental process of e-CRM applications. Customers can be grouped into loyal customers, odds customers, dormant customers, secession customers, and observation customers by RFA grouping. Loyal customer group has high point in all ROI index compared to other groups. These results indicated that customer responsiveness of e-mail systems were appropriate methods to group the customer with demographic variables. Therefore, effective e-mail marketing strategy of e-Biz should have suitable active DB and Behavior targeting is best approach to enforce the target e-mail marketing.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2006.04a
• /
• pp.473-478
• /
• 2006

Empirical analysis was based on the data of 692 hotel employees from Seoul and Gyung-gi province. To test the relationship between job characteristics and service quality, multiple regression analysis was applied, and hierarchial regression analysis(Cohen & Cohen, 1983) applied to test the moderating effects of gender and tenure. Multiple regressional analysis showed that job importance, job variety, and feedback had an positive impact on tangibility, reliability, responsiveness, assurance, empathy, but autonomy had a negative impact on tangibility, reliability, responsiveness, assurance. Hierarchical regressional analysis showed that gender had moderating effects on 4 relationships between job characteristics and service quality, and tenure had moderating effects on 3 relationships.

• IEMEK Journal of Embedded Systems and Applications
• /
• v.14 no.2
• /
• pp.97-102
• /
• 2019

Multi-queue I/O block layer has been recently employed in Linux kernel to support fast storage devices such as NVMe SSDs, but it lacks differentiated I/O services yet. In this paper, we propose an I/O scheduling scheme that can improve the user responsiveness of foreground processes, which are closely related to user satisfaction. To this end, we redesign the existing multi-queue block layer to classify the I/O requests from foreground processes and schedule them by exploiting the feature of NVMe interface. Experimental results show that latency and launch time of the foreground processes have been significantly improved compared to original Linux kernel.

• International Journal of Advanced Culture Technology
• /
• v.11 no.4
• /
• pp.456-463
• /
• 2023

We conducted this study to identify the components of H&B store app service quality and their effect on customer satisfaction. The survey was conducted through an online survey for teenagers or older with experience in using H&B store app. A total of 330 copies were distributed and a total of 282 copies were used for the final analysis. The results of this study are summarized as follows: First, eight factors such as ease of use & design, fulfillment, playfulness, responsiveness, personalization, security, contextual usefulness, interactivity were derived as service quality components of H&B store app. Second, as a result of regression analysis, the six service quality components, such as 'ease of use & design', 'fulfillment', 'playfulness', 'responsiveness', 'security', and 'interactivity' were found to have a significant positive (+) effect on customer satisfaction (p<0.05) and 'playfulness (β=.372)' had the greatest effect on customer satisfaction. Based on the results of this study, we should strive to establish effective marketing strategies in the H&B industry.

• Proceedings of the Korea Institute of Fire Science and Engineering Conference
• /
• 2002.11a
• /
• pp.147-151
• /
• 2002