• Journal of the Korea Society of Computer and Information
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• v.29 no.9
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• pp.255-268
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• 2024

The purpose of this study was to analyze the effect of service quality and privacy risk on customer satisfaction and continuous use intention for convenience store parcel delivery service, and verify the moderating effect of contactless tendency. This study employed PLS-path modeling to test the research hypotheses. The results of the study were as follows: 1) service quality factors of convenience store parcel delivery (i.e., service price, reliability, and convenience) had significant effects on customer satisfaction. However, responsiveness had no significant effect on customer satisfaction; 2) privacy risk had a significant effect on both customer satisfaction and continuous use intention; 3) customer satisfaction had a significant effect on continuous use intention; and 4) contactless tendency moderated the relationship between responsiveness and satisfaction. The findings of the study are expected to provide valuable insights for future research and the development of practical service strategies.

• Journal of the Korean Home Economics Association
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• v.41 no.6
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• pp.75-90
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• 2003

The present study investigated causal relationship between child's temperament, mother's parental satisfaction, mother's marital satisfaction and mother's child-rearing behavior according to child's sex. The subjects for this study were 473 children and their's mothers of first-second grade selected from elementary schools in Busan. Han's questionnaires(1996) on child's temperament, Hyun's questionnaires(1994) on parental satisfaction, Choi's questionnaires(1994) on marital satisfaction and Hong's questionnaires(1996) on mother's child-rearing behavior were used. Data were analyzed with Manova, Pearson's correlation, Lisrel 8.5. The results were as follows : (1) According to sex, there were significant differences in mother's marital satisfaction and child-rearing behavior. The mothers of girls showed higher marital satisfaction. And boys perceived higher limit-setting and higher responsiveness. (2) For boys, mother's parental satisfaction and marital satisfaction revealed direct effect on mother's child rearing behavior. For girls, tempeament and parental satisfaction revealed direct effect on mother's child rearing behavior.

• Journal of Distribution Science
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• v.15 no.2
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• pp.27-36
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• 2017

Purpose - This study was intended to find the selection attribution factors and service satisfaction determinants of third party logistics suppliers in Dongdaemun wholesale market. Research design, data, and methodology - A questionnaire survey was performed, and the retailers and wholesalers in Dongdaemun wholesale market were asked to fill in it. Company employees using third party logistics service were selected by a random sampling method. Results - It is easy for both retailers and wholesalers to use third party logistics service. The logistics companies in Dongdaemun wholesale market have paid more heed to the security of freight and the operability. That is, the freight safety and operating service are the most important factors in selecting third party logistics suppliers, and they both have a close relationship with user satisfaction. There is no relation between service level and recognition in selection factors of third party logistics suppliers. All the responsiveness, operability and informativeness of third-party logistics providers has a significant relationship with user satisfaction. Conclusions - Third party logistics service is entirely different from the existing delivery or transport service. The most market vendors' wish for third party logistics suppliers is the stability of freight and robust operating service. They also demand the responsiveness for special or emergency situation with having information strength.

• Journal of the Korean Dietetic Association
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• v.10 no.3
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• pp.309-321
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• 2004

This research was conducted to increase the customer satisfaction through the evaluation of their satisfaction in employee-feeding foodservice operations according to the types of foodservice. The questionnaires were distributed to randomly selected customers of employee-feeding foodservice 120 each at two public organizations, two companies and two colleges. SPSS was used for descriptive analysis, Cronbach's Alpha value and Anova test. Six hundred seventy eight respondents in self-managed foodservices and 660 in contracted foodservices were participated for the survey. On average, the number of male respondents(67.9%) was more than twice than the number of female respondents(32.1%). As for the age group, twenties were the major with 48.5% at self-managed foodservices, 56.2% at contracted foodservices. With the marital state of the users, 57% at self-managed foodservices, 61.2% at contracted foodservices were single, showing higher proportion of non-married users at contracted foodservices. In all categories comprising the foodservice satisfaction, significant differences were shown in the quality of foods(p<0.001), tangibility(p<0.05) and empathy(p<0.05) according to the types of foodservice. Responsiveness(2.9$\pm$0.87) was ranked for the highest degree of satisfaction and reliance(2.32$\pm$0.76) was the lowest at self-managed foodservices. The result at contracted foodservices showed the same categorical order with responsiveness(2.9$\pm$0.87) ranked at the first and reliance(2.32$\pm$0.76) at the last.

• Journal of the Korean Home Economics Association
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• v.47 no.1
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• pp.13-24
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• 2009

The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.127-136
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• 2007

The purpose of this study was to elucidate the relationship of service quality, product quality, price and customer satisfaction. Data were collected from 214 customers at the university foodservice and analyzed with SPSS 14.0. The verified results in these research hypotheses are as follows. First, the relationship between the service quality and customer satisfaction shows that tangibles(t=2.444) and responsiveness(t=2.431) have significantly positive influence upon customer satisfaction. Second, it was indicated that product quality(t=12.711) also has significantly positive influence upon customer satisfaction. Third, price (t=0.051) has no positive effect on customer satisfaction. Managerial contributions, limitation, and future research directions are discussed at the end of the paper.

• Proceedings of the Safety Management and Science Conference
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• 2011.11a
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.1 s.160
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• pp.85-94
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• 2007

This study analysed the structural relationship of customer satisfaction and behavioral intentions for service quality. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Behavioral intentions were defined as loyalty and brand switch. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship between overall service quality, customer satisfaction and behavioral intentions on department stores. The results and implications are that there is a significant relationship between service quality and overall satisfaction. Furthermore, a significant relationship exists between overall satisfaction and behavioral intentions. This study also shows that overall service quality affects customer satisfaction and behavioral intention.

• Journal of Information Technology Applications and Management
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• v.28 no.1
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• pp.95-110
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• 2021

This study aims to explore the Internet personal broadcasting quality factors that influence viewer satisfaction and dissatisfaction based on the motivation-hygiene theory. Specifically, the quality factors that affect viewer satisfaction of Internet personal broadcasting are derived from the perspectives of extrinsic (contents usefulness and media usability), intrinsic (emotional/cognitive/behavioral enjoyment and creator characteristics), and social motivation (visibility, subjective norm, image, sociality). The data of 200 respondents was used to analyze the relative impact of satisfaction and dissatisfaction with the Kano model, which assumes that viewer satisfaction at both functional and emotional levels varies over quality attributes. In the empirical analysis, the quality factors were classified into attractive, one-dimensional, must-be, and indifferent quality. In addition, it was found that the customer satisfaction coefficient was high in the order of uniqueness, differentiation, and visibility. On the other hand, as a result of applying the dissatisfaction coefficient, it was identified in the order of donation, content reliability, and creator responsiveness.