• Asia pacific journal of information systems
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• v.25 no.2
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• pp.403-422
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• 2015

Social media websites have continued to proliferate, and the way in which people stay connected has also evolved. The issue of user loyalty a website remains crucial given that the competition is severe. Websites need loyal users who continue to use their sites to survive and be successful. In this research, we applied self-regulation framework to investigate the factors leading to user loyalty to a social media site. In particular, the role of sense of belonging, which is a common emotional reaction to a social media site, is examined. A survey of users in a popular social media site in Taiwan was conducted. Results show that both sense of belonging and service quality have direct effect on loyalty, whereas trust affects loyalty indirectly by fostering a sense of belonging. Service quality affects loyalty through trust and sense of belonging. Notably, trust has insignificant effect on loyalty as originally proposed. Users are then classified into two groups, namely, heavy and light users, based on their usage. Among light users, service quality has no direct effect on loyalty. Therefore, sense of belonging has sole direct impact on loyalty. Both service quality and sense of belonging contribute to loyalty in users who spend more time online. Implications of this study are also discussed.

• Journal of the Korea Safety Management & Science
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• v.18 no.4
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• pp.139-149
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• 2016

Service industry can be divided largely into commercial industry, banking industry, insurance industry, advertising industry, and tourism industry. Of these, banking industry is playing an essential role as it constitutes the backbone of economy. Banking industry, which belongs to financial industry, is sensitive to external environment. In this kind of industry, internal dynamics of an organization is very important. The purpose of this research is to find out what kind of influence the relation of internal dynamics perceived by members of Nonghyup organization has on customer orientation via quality of internal service. For the purpose, we have reviewed preceding studies on variables that affect customer orientation and developed a measuring tool in a form that fits banking organizations. Internal service quality, job satisfaction, and organizational immersion which play a mediating role in the model of this research not only turned out to have a significant influence on customer orientation, they also turned out to have the strongest influence. This research has academic significance as it carried out a research with an emphasis on variables that affect customer orientation of members of Nonghyup organization. Regarding practical significance, it was intended to present useful data that can be utilized for an analysis of internal service quality management and capability of human resource management.

• International Journal of Advanced Culture Technology
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• v.5 no.2
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• pp.19-25
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• 2017

The research is to identify social networks of problems that have an influence on the quality of ageing people's lives by using social network analysis, based on the premise that there are differences in networks of ageing problems in urban and rural areas. From analyzing network of ageing people's problems using NodeXL, vertices in the networks of both urban and rural areas are well-connected. For urban areas, financial poverty is the core problem related to the quality of life. It has direct connections with illness and health, family responsibility, housing, role loss in community, and employment, which have positive or negative interactions with the quality of older people's lives. For rural areas, on the other hand, role loss in community is the major problem. It has direct connections with the elderly abuse, financial poverty, leisure activity, divorce, isolation and loneliness from society, education, and suicide. As a result, the research shows that the problems of ageing people have strong linkages and interactive effects with a structure of network, and the networks are different depending on types of places for living.

• Journal of Global Scholars of Marketing Science
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• v.17 no.1
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• pp.77-100
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• 2007

This study investigates the relationship between restaurants' environments and customer voluntary performance, and examines how restaurant value, quality and overall satisfaction play a mediating role between restaurants' environments and customer voluntary performance. In addition, this study investigates the structural relationships among restaurant's value, quality and overall satisfaction. For these purposes authors developed a structural model, which consists of several variables. The data were collected from 723 respondents and was analyzed with SPSS!PC+ 12.0 and LISREL 8.5. The findings are as follows. First, the menu characteristics have a significant positive influence on the value and quality of restaurants. Second, the employee service characteristics have a significant positive influence on the quality through mediating role of value variables. Third, the facilities/atmospheres have a significant positive effect on the value and quality of restaurants. Fourth, in-restaurant promotions have a significant positive effect on the value and quality of restaurants. Fifth, the customer value has a significant effect on the restaurant quality and overall satisfaction, and the restaurant quality has a significant effect on the overall satisfaction. Finally, the overall satisfaction has a significant effect on the customer loyalty, participation, and cooperation.

• Korea Journal of Hospital Management
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• v.20 no.4
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• pp.1-13
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• 2015

This study attempts to investigate how healthcare service quality impacts upon hospital reputation, service value, and customer satisfaction. Additionally, the association of customer satisfaction with hospital loyalty and the mediation role of service value and reputation are examined. Analysis results can be summarized as followings: First, the procedural convenience and efficiency have significant impact upon customer satisfaction but personnel service and service scape do not significantly affect customer satisfaction. Second, the personnel service and service scape have significant impacts upon both the service value and hospitals' reputation. Third, service value and hospital reputation contribute significantly to the customer satisfaction. Fourth, customer satisfaction enhances significantly customer's satisfaction and intention to recommend. We conclude that a regional medical center should be able to offer high quality medical services to its customers to satisfy or delight them. Only the satisfied customers will have intention to revisit the medical center or to recommend it to their friends.

• Journal of Distribution Science
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• v.16 no.6
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• pp.85-96
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• 2018

Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.

• Research in Community and Public Health Nursing
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• v.16 no.3
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• pp.320-328
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• 2005

Purpose: This study is to identify the types of role awareness of home health care specialists working at medical institutions, to understand their role awareness correctly by grasping the quality of each type, and to provide useful help in the education of home health care specialists. Method: Q-methodology is used to objectify role awareness of medical institution specialists who may recognize situations differently according to their individual experience and comprehension based on the view of behavior. Q-classification was carried out on 30 home health care specialists working at medical institutions using 30 selected questions. Collected data were examined through factor analysis using QUANL PC program. Results: Three different types of role awareness of home health care specialists working at medical institutions were identified. Type I is 'educational-function-centered', Type II 'patient-centered' and Type III 'professional-service-centered'. Conclusion: Regardless of these types, home health care specialists commonly had a high pride as a specialist and a sense of mission regarding themselves as important persons responsible for patients' health.

• Quality Improvement in Health Care
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• v.21 no.2
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• pp.40-56
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• 2015

Objectives: To outline overall duties of quality improvement (QI) performers within a health care organization, thus describing their key tasks, including task element-related frequency, importance and difficulty in enough detail. Methods: A DACUM (Developing A CurriculUM) workshop took place to outline overall job activities of QI performers. To examine the scope of their duty and task, we performed a questionnaire survey of 338 QI performers from 111 hospitals. Results: The results of our survey showed that for the task assigned to each QI performer, there were 10 duties, 31 tasks and 119 task elements. Respondents cited a project planning as the most frequent/important duty, and a research was the highest level of difficulty in their duty. They also said that the most frequent task was index management, the most important task was a business plan, and the highest level of difficulty was a practical application of QI research. QI performers added that the most frequent task element was receipt of patient safety reporting in patient safety system, the most important task element was an analysis for patient safety and its improvement, and the highest level of difficulty was a regional influence analysis related to the patient safety and its improvement. Conclusion: To ensure that QI performers play a pivotal role as a manager to better improve patient safety and the quality of health care services, proper training program for them should be developed by reflecting the results of our study.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.12
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• pp.455-463
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• 2021

The creative industry has an important role in economic development, but creative economy entrepreneurs still face many problems in business development and sustaining their businesses. The purpose of the study is to investigate the effect of entrepreneurship orientation, innovative product advantages, and social network quality on business performance to help companies stay competitive. The research uses a quantitative approach with the population being the owner of the creative industry in Semarang City, Central Java, Indonesia. The sampling technique used is convenience sampling, obtained as many as 126 creative industry owners. Data was analyzed using Structural Equation Modeling Partial Least Square (SEM-PLS). The findings of this study show that entrepreneurial orientation, innovative product advantage, and social network quality have a positive effect on the business performance of the creative industry in Semarang City, Central Java, Indonesia. According to the study, a company with superior resources can win the competition and achieve business sustainability. When compared to competing organizations, the benefits of resources and competitive ability will create a competitive edge. As a result, stakeholders such as the government, the corporate sector, and universities are expected to play a larger role in accelerating the growth and development of creative industries.

• Journal of Korean Society for Quality Management
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• v.32 no.2
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• pp.109-131
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• 2004

This research tried to clarify the impact of service quality on the customer satisfaction, customer retention and switching barriers in the competitive structure between department store and discount store. We measured the level of service quality by using the methodology which had been adopted in the service quality research area. Using the internet survey method, we gathered data from 750 consumers of each industry. We used various analysis methods such as the regression analysis, t-test, and hierarchical regression analysis. The results reveal different patterns in the two sectors in the retail industry with respect to switching barriers. We conclude that switching barriers play an important role in consumer satisfaction and retention.