• 대한안전경영과학회지
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• 제14권2호
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• pp.277-284
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• 2012

This paper reviewed the relationship between job satisfaction and service quality, and the moderating effect of gender in restaurant employee. Based on the responses from 288 employees, the results of multiple regression analysis showed that intrinsic job satisfaction(JS) and extrinsic job satisfaction effect positively on all service quality factors(tangibles, reliability, responsiveness, empathy). The results of moderating analysis showed that intrinsic JS effects positively on all service quality factors irrespective of gender, but the positive effect of extrinsic JS on tangibles and empathy is more positive in female than in male employee.

• 대한가정학회지
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• 제49권7호
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• pp.1-11
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• 2011

This study identified the use types of a home help service and the level of service quality and reviewed the extent of their effects on consumer satisfaction. As a result of measuring the service quality in terms of support, assurance, reliability, empathy and responsiveness, a high overall reliability was demonstrated in the service. The consumer satisfaction with the home help service was discovered as being high, in general. Meanwhile, with the female research participants, the lower the service fee was perceived to be, the higher the consumer satisfaction. The quality assessment items concerning support and reliability were found to be important variables which were influential on consumer satisfaction. Therefore, it has been shown to be imperative to prepare political alternatives regarding the development of the service standard in order to protect user's rights, offer relevant information, and ensure reliability in the home help service.

• 마케팅과학연구
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• 제19권4호
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• pp.57-63
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• 2009

随着电子商务指数式增长(电子商务), 营销人员正试图获得通过强调服务质量和服务方面的相互作用而导致客户满意度或行为后果的竞争优势. 特别是对于服装, 服务质量是鼓励客户电子忠诚的关键因素之一, 并增加电子商务中服装零售的成功. 因此, 本研究探讨电子服务质量(电子SERVQUAL)的因素和根据Parasuraman等人(2005)的研究框架对网上服装购物的电子忠诚度的独特影响. 这项研究的具体目标是确定的基本层面的E - SERVQUAL, 分析有关在网上服装购物中电子SERVQUAL对点在忠诚度的影响的结构模型. 对于服务质量, 在网上购物方面的理论框架, 我们比较分析了有关传统和电子服务质量的因素的文献并确定了核心的两个方面和恢复服务. 这项研究的假设是电子SERVQUAL对电子忠诚度的影响. 客户满意度对电子服装网上购物服务的忠诚度有积极影响和客户满意度在电子SERVQUAL对服装网上购物电子忠诚度影响中的中介作用. 根据文献我们制成了一份自填式的问卷. 我们在美国从居住在大城市的有在网上购买服装产品的在线消费者中获得了252份有用的问卷. 通过因子分析(例如, 探索, 验证)评估了有效性和可靠性, 结构方程模型, 包括测量和结构模型, 通过线性结构8.8程序评估了包括测量和结构模型的结构方程模型. 结果显示, 网上购物网站的电子SERVQUAL的五个因素: 赔偿, 执行, 效率, 系统可用性和反应能力. 这支持在网上服装购物方面Parasuraman(2005)的E-S-QUAL包括两个方面的核心服务(如满足, 效率, 系统可用性)和恢复相关的服务(例如, 补偿, 回应). 在结构方程模型中, 有5个电子SERVQUAL因素的外生潜变量, 两个内生潜变量(例如客户满意度, 电子忠诚度). 对于测量模型, 各代表概念的因子载荷有显著的统计学意义, 比 0.60大, 内部一致性信从 0.85 至 0.8 8 不等. 在估计电子SERVEQUAL因素的结构模型, 系统的可用性对电子忠诚的直接和积极的作用, 而效率对网上服装购物的电子忠诚度有负面影响. 然而, 满足不是解释网上服装购物的电子SERVQUAL结果的重要指标. 这一发现意味着, 可被理解为系统提供服务的质量可能会增加对服装网上购物的客户满意度. 然而, 电子忠诚取决于服务质量没有被支持, 因为在网上服装购买中, 通过价值或满意度的中介作用, 服务质量对电子忠诚度(例如再购买意图)有间接影响. 此外, 获得赔偿和回应被发现对客户满意度有显著影响, 会影响网上服装购买的电子忠诚度. 因此, 获得赔偿和回应对电子忠诚度有显著的间接影响. 这表明, 恢复特定的服务因素在客户满意度最大化方面的重要作用, 以及维护客户对网上服装购物网站的忠诚度方面的重要作用. 研究结果在管理和研究方面都有启示. 时装营销者可以在建立与客户的长期关系的基础上, 不断测量顾客感知与恢复服务有关的服务质量等问题, 例如对问题和返回的迅速反应, 客户购买之后的问题赔偿. 为了保持电子忠诚, 在消费者购买服装中恢复服务对消费者第一次选择网站起到重要作用. 由于网上购物的消费者可以在任何地方购物, 提高竞争优势的营销策略是为消费者提供更好的服务质量, 最大限度地满意, 并把创造客户网上服装购买的电子忠诚度. 从研究的角度来看, 解释这些结果时, 本研究的一些局限需要被考虑. 对于未来的研究, 调查结果为这一重要主题理论和实证方面的进一步的研究提供了依据. 根据研究结果, 更全面的模型预测电子SERVQUAL的结果可以被开发和测试. 对全球时装市场, 这项研究可以扩展使用多国样本的跨文化的方法来研究服装的电子服务质量.

• Clinics in Shoulder and Elbow
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• 제4권2호
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• pp.173-180
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• 2001

Aim: To evaluate validity and responsiveness of four shoulder scoring systems. Material and Method: Twenty-five cases of shoulder instability(22 traumatic, 3 non-traumatic) and twenty-three cases of rotator cuff tear(12 small or medium, 10 large or massive) treated surgically were evaluated with the Shoulder Function Score of the University of Pennsylvania(Penn FS), Constant Score, UCLA Shoulder Rating Scale and Simple Shouler Test(SST), preoperatively and at final follow-up. The average follow-up was 16.0 months in instability group and 17.5 months in rotator cuff tear group. Using the SPSS program, Pearson linear correlation coefficiency(PLCC) between the scores were calculated. And to assess the construct validity, PLCC between patients' satisfaction and the scores were also calculated. Responsiveness was measured by the standardized response mean(SRM). Result: In instability group, correlation between the scoring systems was low preoperatively except between Constant and SST, but high after operation. Patients' satisfaction with the scores showed low PLCC preoperativley, but high PLCC postoperatively. SRM was high in PENN and UCLA, but when the satisfaction segment of the score was eliminated from UCLA, the SRM was the lowest. In rotator cuff tear group, there was high correlation between the scores not only preoperatively but postoperatively. And the patients' satisfaction matched well with the scores. SRM was particularly high in UCLA and SST. Even when satisfaction segment was eliminated from UCLA, the SRM was still the highest. Conclusion : Evaluation by the 4 scoring systems investigated in the study showed less consistency in instability than rotator cuff tear in terms of correlation and validity. Responsiveness was generally higher in rotator cuff tear group than in instability group except for Pennsylvania Shoulder Function Score. Therefore it is construed that use of any among the four scoring systems doesn't make difference in evaluation of rotator cuff lesions. However in instability group, care is needed because different result may be obtained according to the selection of a scoring system.

• 한국경영과학회지
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• 제30권2호
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• pp.169-184
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• 2005

This study aims to identify service factors that satisfy customers in the internet shopping mail context. The study examines the relationship between service qualify and customer satisfaction, and explores the moderating role of the internet community type (i. e., transaction community group, interest community group and fantasy community group). By analyzing 188 questionnaires, we found that out of the five service quality dimensions, only reliability, tangibility, assurance and responsiveness dimensions have positive effects on customer satisfaction. We also found that there is a significant difference in the relationship between service quality and customer satisfaction by the perceived type of internet community implications of the findings and future research directions are discussed.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2007년도 춘계학술대회
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• pp.110-113
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• 2007

The purpose of this study was to investigate the nature of relationships among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied As a result. it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in learning site. In addition, service quality had significant effects on e-loyalty as well.

• 한국의류학회지
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• 제27권1호
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• pp.1-8
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• 2003

The purpose of this study is to examine the components of market orientation of apparel firms and to examine the influence of market orientation, and salesperson's job performance on the salesperson's job satisfaction. Data were obtained from 547 shop-masters working at L' Department Stores in Seoul and Bundang. Statistics used for data analysis were frequency, factor analysis, cronbach's and multiple regression analysis. The results can be summarized as follows: (1) The market orientation of apparel firms is composed of three factors: information generation, information dissemination, and the responsiveness to market information. (2) Market orientation was found to have a positive effect on salespeople's job satisfaction. (3) salespeople's job performance was found to have a positive effect on salespeople's job satisfaction.

• 한국의상디자인학회지
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• 제17권1호
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• pp.69-82
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• 2015

This study is conducted to verify out whether any important differences can be made with factors of service qualities by the population statistics and trait of skin care shops. And this study is conducted to find out the relation that service qualities may influence on switching barrier and customer satisfaction. For this study, 396 questionnaires were used which had been returned from the customers of the skin care shops of Seoul, Gyeonggi and Chungchyung provinces from 15th April to fifth May, 2013. To analyze above data, frequency analysis, t-test, ANOVA, factor analysis, regression analysis are carried out by using an SPSS 18.0 statistical package. The results are as follows : The features of services of the skin care shops are analyzed into four factors which were Assurance, Materiality, Responsiveness, Agreeability. The features of switching barrier are analyzed into three factors which are Alternative attractiveness, Interpersonal relationship, Switching cost. There are important differences in the concept four service qualities of skin care shops by the features of the statistics of population according to sex, marriage, monthly income and the types of job. The four features of service qualities of the skin care shops have positive influences on the three features of switching barrier - Assurance, Responsiveness, Agreeability and the three features of customer satisfaction - Assurance, Materiality, Agreeability. Through this study, We can have the conclusion that the switching barrier made by the building up the qualities of service can prevent the customers from dropping away.

• 디지털융복합연구
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• 제13권9호
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• pp.137-148
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• 2015

본 연구는 최근 온라인 증권거래에서 이용 비중이 증가하고 있는 MTS 이용자를 대상으로 MTS에 대한 서비스 품질요인이 고객만족도와 고객충성도에 어떤 영향을 미치는 지를 분석하였다. 또한 선행연구에서 제시된 인구 통계학적 특성이 MTS 이용자의 서비스 품질요인에 차이를 나타내는 지를 검증하였다. 본 연구결과를 요약하면 다음과 같다. 첫째, 서비스 품질요인과 고객만족도의 회귀분석 결과 유형성, 반응성, 확신성 및 신뢰성의 네 개 요인이 고객만족도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 하지만 신속성과 공감성은 유의한 영향을 미치지 않았다. 둘째, 서비스 품질요인과 고객충성도의 회귀분석 결과 유형성, 반응성 및 확신성의 3개 변수는 1% 수준에서 통계적으로 유의하였으며, 정(+)의 부호를 나타내었다. 신속성, 공감성은 5% 수준에서 유의한 정(+)의 영향을 미치는 것으로 나타났다. 하지만 신뢰성은 유의한 영향을 미치지 않았다. 셋째, 서비스 품질요인과 인구통계적 특성 요인 간에 차이가 있는 지를 검증한 결과 확신성과 이용기간, 공감성과 이용기간이 통계적으로 유의한 차이를 나타내었다. 연구결과는 IT와 금융이 어떻게 융합되어 고객가치를 창출하는 지에 대한 새로운 패러다임을 제공할 것이다.

• 한국유기농업학회지
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• 제18권3호
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• pp.315-329
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• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.