• Nutrition Research and Practice
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• 제5권2호
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• pp.163-168
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• 2011

This study was conducted to evaluate recipients' perception of service quality, satisfaction, and behavioral intention in home delivered meals program in the US. Out of 398 questionnaires, 265 (66.6%) were collected, and 209 questionnaires (52.5%) were used for the statistical analysis. A Confirmatory Factor Analysis (CFA) with a maximum likelihood was first conducted to estimate the measurement model by verifying the underlying structure of constructs. The level of internal consistency in each construct was acceptable, with Cronbach's alpha estimates ranging from 0.7 to 0.94. All of the composite reliabilities of the constructs were over the cutoff value of 0.50, ensuring adequate internal consistency of multiple items for each construct. As a second step, a Meals-On-Wheels (MOW) recipient perception model was estimated. The model's fit as indicated by these indexes was satisfactory and path coefficients were analyzed. Two paths between (1) volunteer issues and behavioral intention and (2) responsiveness and behavioral intention were not significant. The path for predicting a positive relationship between food quality and satisfaction was supported. The results show that having high food quality may create recipient satisfaction. The findings suggest that food quality and responsiveness are significant predictors of positive satisfaction. Moreover, satisfied recipients have positive behavioral intention toward MOW programs.

• 농촌계획
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• 제24권1호
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• pp.89-97
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• 2018

Recently, interest in rural tourism for urban dwellers has increased, and rural communities are chosen as tourist destinations. Under these circumstances, the study was designed to analyze the effects of the quality of service at rural stay sites on customer satisfaction and recommendation intention. The analysis method analyzes the demographic characteristics of the survey participants and characteristics of participation in rural stay. And the quality of service for the experience of rural stay was analyzed with SERVQUAL'S five-dimensional type, reliability, assurance, responsiveness, empathy, tangible and customer satisfaction, intent of recommendation and regression. Major analysis shows that the survey subjects were found to have an average age of 41.8 years, 49 to 59 years old, and a high degree of university graduation. And as characteristic of participation, the form of company was family and relatives, the form of family meeting was many summer, the reservation was Internet, and payment by cash and card were many. As a result of the hypothesis testing, reliability, assurance, responsiveness, and empathy among the quality of service of rural stay were affected in customer satisfaction. In addition, the quality of service and the intent to recommend it were statistically significant, reliability, assurance and empathy. Therefore, it is deemed necessary to make efforts to improve service quality as the quality of service at rural stay places has relevance to customer satisfaction and recommendation intention.

• 한국전자거래학회지
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• 제4권3호
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• pp.77-94
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• 1999

The Electronic Commerce is expected as one of the most prospective industries in the 21th century, This research performed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall, Service quality measures five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.

• 품질경영학회지
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• 제33권3호
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• pp.71-90
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• 2005

New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.

• Asia pacific journal of information systems
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• 제26권1호
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• pp.80-108
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• 2016

Contemporary organizations strive for customer agility through the deployment of digital technologies on customer-focused operations to build enduring customer relationships, with mobile apps being one of its prominent examples. Drawing on prior agility and ECT literature, this study proposes a model to examine customers' view of a firm's customer agility. Our empirical test of conceptual model from data collected in a field study from 128 customers demonstrated that the conceptual model offers good explanation for customers' view of a firm's customer agility through relationships among customer expectations-customer perceived firm's responsiveness-satisfaction. Data were analyzed using PLS, polynomial modeling, and response surface methodology to examine the relationships between customers' digital interactions with the firm, influence of digitized interactions on customer expectations, customers' evaluation of firm's responsiveness, and subsequent customer satisfaction.

• 유통과학연구
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• 제16권12호
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• pp.81-93
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• 2018

Purpose - The purpose of this study was to propose a specific and empirical continuous transaction strategy through service quality of improvement to small and medium Korean companies whose main business is B2B distribution and sale of general-purpose SW. Research design, data, and methodology - The research procedure is largely divided into two phases. In the first phase, the service quality, the customer satisfaction, and the continuous transaction research hypothesis and the verification are carried out. Experimental data were collected from 450 companies, CEO companies of SMEs innovation institutes, and 510 companies from medium and large enterprises. From September 15 to October 5, 2015, 215 questionnaires were used. And research hypothesis and test were conducted by SPSS SW Ver. 20. Results - The results of the study confirm that service quality has a positive effect on customer satisfaction and continuous transaction: as the detailed items for improving the service quality, 'responsiveness', 'assurance' and 'empathy' have been adopted. Therefore, there are critical factors of a company's survival through continuous transaction. Conclusions - Through this study, we confirmed that the survival of small businesses require continuous improvement in service quality. Among the factors improving service quality, empathy means service satisfaction of customers; so, it is necessary to continuously improve it by evaluating customer satisfaction. Responsiveness means rapid response to customer needs and reliability; it is necessary to enhance customer responsiveness by continuous job training and service training. Finally, assurance is the same as sales product or after service. This means that it is necessary to not only issue the "supply contract," but also improve the reliability of the sales product by securing the competence of the consulting professional. However, because the service quality measurement factors selected in this study are the measurement factors that are mainly applied to large companies or those in the service industries, it is important to consider the type of sales of software distribution companies.

• 한국산학기술학회논문지
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• 제11권12호
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• pp.4787-4794
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• 2010

본 연구는 파견사업체의 서비스 품질이 사용사업체의 사용만족 및 업무성과에 미치는 영향을 분석하였다. 실증분석은 인적 서비스 분야를 대상으로 실시되었다. 파견사업체의 서비스 품질은 유형성, 신뢰성, 반응성, 보증성, 공감성의 5가지 하위차원으로 구분되었다. 분석자료는 파견근로자를 사용하는 사용사업체의 80명의 종업원으로부터 수집되었다. 분석결과, 파견사업체가 제공하는 서비스 품질 가운데 하위 차원인 반응성과 보증성은 사용사업체의 사용만족에 정(+)의 영향을 미치는 것으로 밝혀졌다. 그리고 반응성, 공감성, 신뢰성, 유형성은 사용사업체의 업무성과에 대하여 정(+)의 영향을 미치는 것으로 나타났다. 마지막으로, 본 연구는 SERVPERF의 개념을 노동시장에 적용하여 분석한 논문이라는 차별적 가치가 있으며, 파견사업체가 높은 품질의 서비스를 사용사업체에 제공해야 한다는 실무적 시사점을 제시한다.

• 한국산학기술학회논문지
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• 제21권11호
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• pp.125-138
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• 2020

현재 한국의 전자상거래 시장은 급성장 중이고 특히 온라인 상거래에서는 SNS를 통한 거래가 지속적으로 증가하는 추세입니다. 본 연구는 정보시스템 성공 모델을 적용하고 이를 SERVQUAL의 수정과 결합함으로써 고객의 관점으로 전자상거래 상황에서 SNS 기반 상거래에 대한 서비스 품질 결정 요인의 영향에 대해 조사합니다. 본 논문은 누적 샘플링 기술을 사용하여 진행한 온라인 설문 조사에서 총 216개의 표본을 분석했습니다. 독립변수로 확신성, 공감성, 반응성, 신뢰성, 자각된 유용성 및 고객만족을 사용하였습니다. 종속변수로는 자각된 유용성, 고객만족 그리고 순이익으로 설정하였습니다. SPSS 25 통계 프로그램을 통해 빈도 분석, 요인분석&신뢰도분석, 회귀분석을 진행하였습니다. 이로써 총 11개의 가설에 대한 결과를 도출하였습니다. 결과는 확신성(Assurance), 공감성(Empathy), 반응성(responsiveness) 그리고 신뢰성(Realiability)은 자각된 유용성(Perceived Usefulness)과 고객만족(Customer Satisfaction)에 중요한 영향을 미친다는 것을 보여줍니다. 또한 SNS기반의 상거래에서 자각된 유용성, 고객 만족도 및 순이익 간의 긍정적인 유의미한 관계를 보여주고 있습니다. 이러한 유의미한 결과를 토대로 향후 관련된 후속 연구에 도움이 될 것이라 기대합니다.

• 대한교통학회지
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• 제25권5호
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• pp.7-14
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• 2007

본 연구의 목적은 기존의 연구와 달리 실증분석을 통해 3PL서비스 품질에 대한 서비스제공자와 이용자 사이의 인식차이를 연구하는데 있다. 조사결과 3PL 서비스 품질을 구성하는 신뢰성, 효율성, 유형성, 반응성, 적시성의 5개 요소가 확인되었다. 아울러 이들 5개 요소에 대하여 3PL업체와 고객 사이에 중요도와 만족도 면에서 모두 유의한 차이가 나타났다. 특히 중요도의 인지적 차이는 효율성에 대해 가장 크게 나타났다. 적시성에 대해서는 서비스제공자, 화주 모두 그 중요성을 가장 크게 인지하였다. 한편 만족도에 대한 인지적 차이는 반응성에 대해 가장 그 차이가 크게 나타났다. 아울러 화주의 만족도가 반응성, 효율성 면에서 특히 떨어짐이 주목된다. 이러한 인식의 차이들을 줄임으로써 고객만족을 향상시키는 것이 3PL 서비스 제공자의 전략적 과제일 수밖에 없다.

• 지역과문화
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• 제8권2호
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• pp.1-20
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• 2021

본 연구는 지역콘텐츠 제작지원 사업에 대한 지각된 서비스 품질이 정책 수혜자의 이용 만족에 미치는 영향과 사업 종료 후 재이용 의도 및 추천 의도에 미치는 영향을 분석하였다. 이를 위해 SERVPERF 모형에 근거한 지역콘텐츠 제작지원 사업에 적합한 품질기준을 구성하였다. 첫째, 지역콘텐츠 제작지원 사업의 서비스 품질평가 기준으로 신뢰성, 대응성, 적정성을 확인하였다. 둘째, 품질평가 기준은 모두 이용 만족에 유의미한 영향을 미쳤다. 셋째, 재이용 의도에 대응성이, 추천 의도에 대응성과 신뢰성이 유의미한 영향을 미쳤다. 넷째, 이용 만족은 재이용 의도와 추천 의도에 유의미한 영향을 미쳤다. 이에 본 연구는 실증 분석으로 지역콘텐츠 제작지원 사업의 품질평가에 대한 이론적 모형을 처음으로 제시하고, 해당 사업의 개선을 위한 정책적 방향성을 제시했다는 의의를 지닌다.