• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.245-268
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• 2013

The paper describes a case study in which Sungkyunkwan University Library participated in the official ARL(Assoication of Research Libraries) LibQUAL+ evaluation program. LibQUAL+ model is based on the SERVQUAL service quality evaluation model originally developed in the marketing area. It details a number of processes including translation of the LibQUAL+ survey instrument into Korean, selection of study sample and choice of survey versions. In addition, it offers a number of strategies that can be adopted in order to analyze the survey data for various comparisons among different user groups and institutions. LibQUAL+ is more that a survey instrument; it a holistic system for assessing library service quality. Despite criticisms on LibQUAL+, we expect that university libraries in Korean will benefit from participating in the program. It is preferable that a group of libraries form a consortium to participate in the LibQUAL+ program as opposed to individual participation. The consortium can function as a learning community through various workshops and sharing activities, thus elevate the overall evaluation efforts in Korean libraries to a higher level.

• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.31-43
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• 2018

Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988, 2005), the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology - This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 - 15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results - The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure. Conclusions - Smartphone shopping mall users consider usefulness of obtaining shopping information and quality on quick and abundant shopping information more important than access environment of smartphone shopping malls and kind services of smartphone shopping mall managers. Thereby, smartphone shopping mall marketers need to take service qualities like system quality and information-offering quality into more consideration.

• Management & Information Systems Review
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• v.35 no.3
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• pp.249-272
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• 2016

This study based on dual aspects of service quality aims at classifying service quality attributes by Kano model and also providing the necessity to decide which service quality would be carried out preferentially in the service industries(hotel service, repair service, education service, medical service). The first purpose of this study, therefore, is assorting the service quality by the Kano model about four service industries based on Schmenner's service process matrix. Secondly, this has an intention of drawing preferred considerations and putting forward measures to increase the customer satisfaction by Timko and PCSI Index. The result of this study is as follows. First of all, it was found that tangible attributes classified the attractive quality and Timko's score also was very high in four service industry. That is to say that tangible attributes in service industries could be interpreted into having very high importance at standards on service quality estimation of customer. Second, all but repair service of the service industries suggested empathy dimension to have flexibility solving and understanding the customer's problem could be improve the customer satisfaction. Finally, the common result between them was empathy dimension classified attractive quality in all industries. That is because present satisfaction was not reached customer expectation so there would be a improvement of empathy dimension preferentially.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.356-372
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• 2009

The purpose of this study is to study academic tendency in the researches on the service quality of Korean restaurants by analyzing the studies related to the service quality of Korean restaurants. As a result of this study, the studies related to the service quality of Korean restaurants, included in 7 academic journals selected, are totally 26 articles. Among them, there are 14 researches targeting medium-large size Korean restaurants with more than 100 seats. In the methodological aspect, the scales, which were used most frequently in measuring the service quality of Korean restaurants, were indicated to be SERVQUAL in Parasuraman et al.(1988), DINESERV in Stevens et al.(1995) and Brady & Cronin(2001)'s scale. Also, as a result of examining the tendency of researches related to the service quality in Korean restaurants in the contextual aspect, the interaction quality between employees and customers out of customers' perceived service quality was surveyed to have greater influence upon customers' behavioral reaction than the physical quality or technical quality. Consequently, in order to conduct an institutional research through examining the service quality in Korean restaurants, understanding the customers' perceived service quality needs to be implemented preferentially with a systematically verified scale. Moreover, such researches on the service quality of Korean restaurants appear to focus on specific subjects. Thus, in order to escape from this tendency, it is necessary to explore creative research subjects and design diversely and scientifically analytical methods.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.2
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• pp.328-339
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• 2010

This study was conducted to develop a service quality measurement scale suitable for the fast food restaurant segment. After reviewing the relevant literature, it was decided that the current service quality measurement scales (SERVQUAL, SERVPERF, DINESERV) are not appropriate for the fast food restaurant segment. Based on Cronin & Taylor's (1994) argument, perceived service quality is a form of attitude that represents a long-term overall evaluation of the company. Therefore, this study selected SERVPERF items for the initial pool of service quality items. Through a systematic scale development process, the SERVPERF instrument was then refined and a new concise scale was produced. Specifically, a focus group discussion with a group of patrons who are very familiar with fast food restaurants was conducted and the new service quality measure was refined so that it would be more realistic and closely describe service operation in the fast food industry. Moreover, the data collected from 112 college students who visit fast food restaurants frequently were used to statistically evaluate each of the items again via EFA (Exploratory Factor Analysis) and three sub-dimensions were derived: (1) responsiveness, (2) tangibles, and (3) reliability. Additionally, the data collected from 179 fast food restaurant consumers was used to conduct CFA (Confirmatory Factor Analysis). During this process, the convergent validity, discriminant validity, and internal consistency were double-checked. Overall, the newly developed scale achieved validity and reliability on a theoretical and statistical basis. Possible interpretations and managerial implications are also suggested.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.4
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• pp.57-76
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• 2017

The purpose of this study is to investigate the determinants of the quality of Web-based legal information services and their significant influences on the user continuance intentions. Based on the main dimensions of the SERVQUAL, this study conceptualizes five dimensions of reliability, assurance, design, empathy, and responsiveness. It measures the level of expectation and satisfaction on the basis of these five dimensions. Regression analysis was conducted to extract and analyze the determinants of the service quality and the factors affecting continuous intention. The level of legal information service quality is superior in empathy, responsiveness, and design category, but it is relatively insufficient in reliability and assurance category. In the reliability category, the relevance of the search results was an issue. The problems related to the authority and information sources were recognized as important. Reliability implies that there is a relatively close relationship between empathy and responsiveness, and that it is necessary to improve the quality of contents such as empathy and responsiveness in order to increase reliability. In order to increase the ongoing use of legal information services in the future, it is more effective to make sure that assurance is top priority.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.159-173
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• 2019

The purpose of this study is to examine the effect of service quality of banks on customer satisfaction and recommendation intention through empirical analysis. In particular, the focus was on the differences of the causal effect between PB(Private Banking) customers and regular customers. For this study, two groups were surveyed and 428 valid questionnaires were analyzed. The hypothesis was tested with a structural equation model using AMOS 23.0. As a result, empathy, reliability and tangibles of bank service quality had a positive(+) effect on customer satisfaction. However, responsiveness and assurance were not statistically significant. On the other hand, customer satisfaction has a positive effect on recommendation intention. This study was conducted to compare the two groups, PB customers and regular customers, and found a significant difference. In the PB customers group, tangibles had a positive effect on customer satisfaction, but no other factors were supported. On the other hand, in the regular customers group, empathy and reliability had a positive effect on customer satisfaction while responsiveness, assurance, and tangibles were not supported. Customer satisfaction were analyzed to have a positive influence on recommendation intention in both groups. These findings are academically significant by applying the SERVQUAL factors to banking services and revealing the differences between the PB customers and regular customers. In practice, it is meaningful in that it provided banks with the insights needed for future segmentation and management of customer groups.

• The Journal of the Korea Contents Association
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• v.21 no.2
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• pp.453-461
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• 2021

This study aims to study the effect of service quality of lifelong education in culture and arts on educational satisfaction, intention to continuous use and performance. The service quality of culture and art lifelong education was divided into three dimensions: education quality, administrative quality, and environmental quality. As detailed factors related to quality, six variables were set based on SERVQUAL: convenience, expertise, responsiveness, supportability, empathy, and tangibility. For this study, data were collected from 310 people taking cultural arts lectures at lifelong educational institutions in Seoul, Daegu, and Gumi. Since it was only for lectures related to culture and arts, a total of 256 materials were used for the study, excluding inappropriate materials. A structured questionnaire was used as a data collection method, and a structural model analysis was conducted to verify the hypothesis. As a result of this study, responsiveness among the service quality factors of lifelong education for culture and arts was rejected. In addition, the higher the satisfaction with the culture and art lifelong education institution, the higher the performance and the intention to continue using it. The theoretical and practical implications of this study result were discussed, and future research tasks were presented.

• 한국노년학
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• v.32 no.3
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• pp.715-727
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• 2012

This study measured the quality of Elderly Day Care Services by surveying service users; data were analyzed to see the causality between quality of services, customary satisfaction, referral intention, and repurchasing intention, and to find out the mediating effect of customary satisfaction. The quality of Day Care Services has been measured based on the SERVQUAL model, and structural equation model has been used to observe the causal connection between the five factors, tangibles, reliability, responsiveness, assurance and empathy, and customary satisfaction, referral intention, and repurchasing intention. The following is the main result from the causal effect model affecting the customary satisfaction and repurchasing intention by five quality factors of the service quality. First, it was shown that tangibles and responsiveness, as quality factors, directly affected the customary satisfaction, and reliability, credibility, and empathy did not. Second, it was shown that tangibles, reliability, responsiveness and empathy, quality factors, did not directly affected the referral intention and the repurchasing intention. But the effect of service quality on referral and repurchasing intention was mediated by customer satisfaction. Third, it is shown that customary satisfaction directly affected the referral intention and the repurchasing intention.

• 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.