• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.15-23
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• 2011

The biggest change in the current medical service market is the shift from producer-based approach to customer-based approach. Thus, there is a high necessity for an introduction of market-oriented and customer-oriented marketing activities in medical institutions. Especially, revisitation and positive word-of-mouth of customers are the most effective marketing methods of consistently obtaining customers and drawing new loyal customers. Hence, the factors influencing the reuse of medical services and word-of-mouth are demonstrated using SERVQUAL, and the results show that the service factors influencing reuse intentions on medical services are assurance, responsiveness, and tangibles and the factors strengthening word-of-mouth are empathy and assurance on the services provided by medical institutions. This study has determined that revistation and word-of-mouth of customers are not only influenced by satisfaction on medical services but by the quality itself as well. Therefore, medical service providers need to pursue standardized strategies in order to enhance the quality of medical services simultaneously in addition to simply increasing the customer satisfaction level.

• Journal of Information Technology Applications and Management
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• v.16 no.3
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• pp.45-58
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• 2009

This paper is an empirical study especially to understand recent Chinese internet banking users' behavior and intentions through the process quality, outcome quality, customer satisfaction, reuse and word of mouth on internet banking service. The results of this study are as follows. First, percieved process quality of internet banking service affects the outcome quality, and both quality have a direct relation to customer satisfaction. It is found that Chinese internet users perceive a difference between process quality and outcome quality of internet banking service. And the reuse of the internet banking is decided by customer satisfaction as well as the word of mouth of the internet banking. For successful internet banking business in China, internet marketers should recognize that the service quality consists of the process quality and the outcome quality, and they should organize a new campaign that takes this information into consideration. And considering the process quality effect, they should pay attention to service process as well as the direct merit of services.. And if an internet banking service properly meets customer demands, internet users would constantly use internet services and would share good experiences with their neighbors. Therefore the result of our study will be of working-level help for financial company in China.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.32 no.1
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• pp.361-390
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• 2021

The purpose of this study is to provide basic data for bookstart programs to public libraries and related institutions by investigating and analyzing bookstart preferred programs, user satisfaction and reuse intentions based on the current status of bookstart services and programs for multicultural families nationwide. It is to propose an improvement plan for the multicultural family bookstart program. To this end, user satisfaction and reuse intention were surveyed and hypotheses were verified through a survey of bookstart program participants. For statistical analysis, SPSS 25 was used. As a result of this study, First, there was a significant difference in the bookstart program for multicultural families according to their children's age and average monthly education expenses. Second, in the satisfaction of the multicultural family bookstart program, only the use and service support, and the quality of facilities and environment were found to have a significant positive (+) effect. Third, it was found that the re-use intention of the multicultural family bookstart program had a significant positive (+) effect only on the quality of use and service support. Fourth, it was verified that satisfaction with the book start program for multicultural families had a significant positive (+) effect on the intention to reuse. In addition, it suggested the improvement plan for the multicultural family book start program.

• Journal of Service Research and Studies
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• v.14 no.2
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• pp.138-157
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• 2024

Due to recent developments in smartphones, lifestyles centred around their use are rapidly changing across many societal areas. Mobility apps, widely used by a large number of people, have also become popular among tourists for travel purposes. This trend is exemplified by the premium taxi industry, which champions smart mobility services-an essential component of smart tourism-to attract tourists as customers. This study investigates how smart mobility service attributes influence memorable user experiences from the perspective of both residents and tourists. It also examines the consequent image of smart mobility and users' intentions to reuse these services. To this end, a survey and analysis were conducted with 320 registered customers of domestic premium taxi companies, which are expanding their services to cater to both residents and tourists. The analysis confirmed all hypotheses. Among the attributes of smart mobility, involvement played a crucial role in shaping the image of smart mobility, more so than refreshment or novelty. Furthermore, the image of smart mobility significantly impacted the intention to reuse it. Based on these findings, this study presents practical implications regarding which empirical factors should be managed from a smart mobility perspective to foster a positive image and encourage reuse.

• Journal of Convergence for Information Technology
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• v.8 no.4
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• pp.27-35
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• 2018

This study aimed to analyze the association among dental care consumers' responses to waiting time, hospital image, and patient satisfaction and provide basic data that could help qualitative waiting conditions management related to health care service. A survey was conducted from May 18 to June 20, 2016 in adults who had spent waiting time at dental hospitals or clinics, and the following conclusion was drawn: Hospital image was associated with the changes in reliance on dental care centers in case of long wait, the changes in reuse intentions, and the reservation system, and patient satisfaction was associated with gender, explanation of expected waiting time, the changes in reliance on dental care centers in case of long wait, the changes in reuse intentions, and the reservation system. The positive responses to waiting time was positively correlated with hospital image and patient satisfaction; the negative reaction to waiting time was negatively correlated with hospital image and patient satisfaction; and hospital image was positively correlated with patient satisfaction.

• Journal of the Korean Society for information Management
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• v.22 no.4 s.58
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• pp.61-78
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• 2005

This study investigates the influences of the service qualify of public libraries, including printed publications, internet and electronic materials, culture programs and. service, library environment and facilities, and library staff, on the general satisfaction of the users, complaining intentions, and loyalty including reuse intentions. It develops a library user satisfaction model and testifies it through path analysis using questionnaires from 443 public library users in Daegu Metropolitan City area. This study shows that service qualities of printed publications, culture programs and service, library environment and facilities, and library staff Influence significantly on the general satisfaction of the users, and that service quality of library environment and facilities is the major variable which influences satisfaction and loyalty of the public library.

• Human Ecology Research
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• v.56 no.4
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• pp.391-405
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• 2018

There has been an increasing and widespread use of smartphones to make consumer purchases. Given the stark increases in the sales of business transactions using mobile phones, it is obvious that mobile phones have become major mediums for consumer purchases. Through mobile phones, people can make their purchases anytime, anywhere, which leads their impulse of consumption directly to actual actions of consumption. Consequently, mobile commerce has become widely spread and the competition of the market has intensified. The main findings and implications of this study are as follows. First, it is shown that, among the features of mobile commerce, elements of fun, usefulness, convenience, immediateness, and security affect mobile commerce user satisfaction. Second, among mobile commerce-related consumers' propensity, innovative consumption tendency appears to impact mobile commerce user satisfaction and repurchase intention. Third, recognition of elements in regards to fun, usefulness, convenience, immediateness, and security among features of mobile commerce affect consumers' intention to repurchase mobile commerce. Future recognition for mobile commerce has a direct impact on increasing consumers' repurchase intentions. Last, a higher mobile commerce user satisfaction leads to the higher repurchase intentions.

• Korean Journal of Child Studies
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• v.36 no.5
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• pp.1-18
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• 2015

The purpose of this study is to understand how the factors related to quality in child care services effect decision making of parents to use such services again, using the parameter of parental satisfaction as a measure. In order to support the researcher's hypothesis, data was gathered from 566 households who send their children to one of the child care facilities in Goyang-Shi, Gyeonggi-Do. The collected data was then analyzed by means of structural equation modeling. The results of the analysis showed that the higher the level of assurance, service tangibility and empathy were, the more the parents were satisfied with the service. The more they were satisfied, the possibility of using the service again increased relatively. In conclusion, various political and practical implications were also addressed and discussed on the basis of these results, with the aim to improve the factors of quality in child care services and parental satisfaction.

• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.449-465
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• 2011

The purpose was to contribute substantially in terms of marketing strategic planning and implementation of coffee shops. Additionally, the target was set as the favorite coffee shops on the basis of the young people. Through the IPA Matrix, subdividion variable was derived and by using the variables in each quadrant, tested the variables that have significant effect on satisfaction, reuse, and recommendation intentions. The study results showed that there was a significant difference in the importance performance (IPA) difference analysis of coffee shop service quality elements and this proved that empirically, the expectations were different. Additionally, it was evident that there were statistically significant and not statistically significant elements in the relationship between service quality element and the overall satisfaction rate in each elements shown in the IPA. Through this, it was possible to provide the information on what service quality elements to focus and distribute. It was possible to understand that the ultimate goal should be satisfaction since the overall satisfaction positively affects the reuse and intention of recommendation and it was possible to re-confirm the previous studies which stated that overall satisfaction, reuse, and recommendation intentions have a positive influence.

• The Journal of the Korea Contents Association
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• v.20 no.2
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• pp.424-434
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• 2020

The purpose of this study is to investigate the effects of selection factors which include accessibility, trade area, spatiality, convenience, reliability, assurance on satisfaction. Also, the relationship among satisfaction, conversion cost, and reuse intention was examined. The survey was conducted for college students who had used coffee shops in the last month and 247 copies were used for the analysis. The study model was analyzed by the basic statistical analysis, factor analysis, reliability analysis, and structural model analysis using SPSS 18.0 and AMOS 18.0. As a result of analysis, it was confirmed that customer satisfaction was influenced by factors in order of assurance, accessibility, commerciality, reliability, and spatiality. Also, satisfaction and conversion cost have a significant effect on reuse intention. The result shows that the satisfaction of selection factors increases student customer's behavioral intentions and ultimately contributes to the improvement of coffee shop performance. Therefore, a coffee shop targeting college students needs a lot of interest in the taste of coffee, price, various menus and accessibility, trade area, and large space.