• Journal of the Korean Data and Information Science Society
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• v.20 no.6
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• pp.983-990
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• 2009

Campus dormitories function as residence halls, which are quarters or entire buildings for residents to conveniently sleep, eat, and study in. And these functions lead us to refer to dormitories as quarters providing residence, food, and an academic atmosphere. Yet, of these functions, the restaurant service acts on dormitory applicants' and their parents' choice of dormitories as strongly as the others do. It is not optional for the residents but compulsory. All residents are required to eat at the restaurants attached to their dormitories. Therefore, when most of the dormitory applicants and their parents look for their favorite dormitories, they won't miss looking into how good the restaurant service is. Considering this tendency, this research, which takes samples of residents as subjects of investigation, aims to survey the service quality of the dormitory restaurants and to find how to enhance the service quality. The result, which is measured and analyzed on the basis of statistical methods, indicates that the responsiveness and empathy to the restaurant service are statistically the significant factors for dormitory applicants and their parents in choosing their favorite dormitories.

• The Journal of the Korea Contents Association
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• v.17 no.7
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• pp.455-477
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• 2017

The purpose of this study is to develop the service scales of festival quality. We derived five constituent factors, service quality measures of local festivals through the extensive literature review in Previous studies. We named these qualities "COKITQUAL" that is consist of Convenience, Information, Kindness, Operation, Corporeity. We conducted the empirical analysis for the participants in "Hwacheon Sancheoneo Festival" to verify the "COKITQUAL". As the result, Information, Kindness, Operation affected positively on Festival Satisfaction among all SERVQUALs. However, Convenience and Corporeity did not positively affected on the dependent variable. And then, Festival Satisfaction positively affected on on Behavior Intention. This study developed the Service quality concerned with local festivals which is crucial fundamentals to quantify Festival SERVQUAL through empirical study. The proper applications and usage of these newly introduced local festival qualities enable to acquire the sustainable competitive advantage in local festival.

• Journal of Distribution Science
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• v.15 no.4
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• The Journal of the Korea Contents Association
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• v.13 no.8
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• pp.371-385
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• 2013

Library and information service (LIS) of academic libraries plays an important role in the education and research activities of universities. Such importance of LIS facilitated much research that defines the quality factors constituting LIS and identifies the importance of them. The previous literature, however, has some limitations. The limitations arise from the interrelationship among the quality factors and the perception gap between users and providers on LIS quality factors. Despite the understanding of the interrelationship and the perception gap, LIS studies to deal with both dimesions synthetically are sparse. Therefore, this paper defines the interrelationship among LIS quality factors as a network model, then identifies the perception gap on LIS quality factors by exploiting the analytic network process. As an early stage study, this paper contributes to helping the quality improvement of acedemic LIS by considering the interrelationship among LIS quality factors and the perception gap on the LIS quality factors between LIS users and providers.

• Journal of the Korea Fashion and Costume Design Association
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• v.22 no.3
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• pp.155-167
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• 2020

Despite accelerating market changes in the beauty service industry, there are still inadequate service education programs and a lack of objective data and research to develop systematic policies to strengthen competitiveness, thereby fostering the beauty service industry. Accordingly, this study will examine the factors that affect customer satisfaction in terms of customer touchpoints, hence uncovering what the beauty service needs to develop systematic customer service education programs. It aims to contribute to the improvement of beauty service quality by providing basic empirical data that is necessary to build service education programs and strengthen the touchpoint staffs' job competency. A total of 16 people, 8 male, and 8 female customers in their 30s and 40s, who have ever used hair shop services in the metropolitan area, and 8 male and female hair designers and owners, were interviewed during a 9week period from October 31, 2017, through December 30, 2017. The data was analyzed as follows in order to measure service quality, SERVQUAL was revised and supplemented according to the purpose of this study, and a table for customer satisfaction factors was constructed. In addition, the results of the study were derived by classifying the relations among the customer satisfaction factors with respect to the interviews. The results show that the price of hardware, the location of the store, and hair designers' ability, which are the direct components of customer satisfaction, have a great influence on the customer satisfaction considered when selecting the beauty services (hair shops). In addition, it can be seen that human services including human-ware, which are accompanying services make up a high proportion considering customer satisfaction factors.

• Journal of Korea Port Economic Association
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• v.23 no.4
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• pp.1-22
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• 2007

The present study examined the effects of the factors of port service quality on customer satisfaction and surveyed customers' perception on service quality and their satisfaction with port services by comparing Incheon Port with Qingdo Port, Tianjin Port and Dalian Port. According to the results, the quality of port services can be divided into three levels-inner quality, external environment quality and interaction quality, and except the external environment quality of the Dalian Port, the three levels of service quality were found to have significant effects on customer satisfaction. In addition, according to the results of comparing customers' perception on the three levels of service quality among the ports, the Incheon Port was inferior to the Qingdo Port, the Tianjin Port and the Dalian Port in inner quality, and to the Qingdo Port and the Tianjin Port in external environment quality, but superior to the Tianjin Port and the Dalian Port in interaction quality. However, customers' satisfaction with the Incheon Port was lower than that with the Qingdo Port and the Tianjin Port.

• Journal of Korea Port Economic Association
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• v.28 no.2
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• pp.95-111
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• 2012

The service quality survey for the customers of Gwangyang container port has been done since 2005. It has been difficult to compare annual levels or rival ports because the calculation of weights among service dimensions that is the most important procedure of the assessment systems did not be founded. In particular, the calculation results by the Analytical Hierarchy Process that specializes in estimating the weights were very unstable and not comparable because they were fluctuated annually more than 90% for the specific item. The objective of this study is to support the establishment for new assessment system of service quality with cost- and time-effective tools at Gwangyang port. The confirmatory factor analysis methodology applied to 2007-2009 survey data from the customers of Gwangyang port can estimate ex-post weights to measure annually the stable service quality. The proposed methodology allows us to build the assessment system of more scientific and accurate service quality while reducing the survey items. By this study, a port company can measure accurately the quality of service and improve its competitiveness through being compared to previous periods and leading companies.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.39 no.2
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• pp.150-160
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• 2016

The quality of service in ERP services is a key issue in innovating the ERP performance as an IT service for corporations. Currently, most of the research works for this area are based on the existing quality models such as SERVQUAL, which are said not to measure service quality properly. Also, it does not consider the factor of the system acceptance, which is thought to be closely related to the quality of service in this type of IT services. Therefore, a research model is required, which can address the issues related to the ERP service quality measurements. In this paper, new research models have been proposed, and empirical data obtained from SME's ERP users have been applied to the proposed model to analyze the causal relationship between quality factors and to identify the most suitable quality measures. Also, the relationship between the service quality and the system acceptance was analyzed using a combined model. The results show that factors such as productivity and convenience affects the quality mostly and that the most appropriate measure for the service quality of ERP service is satisfaction. Also, for the system acceptance, the ease-of-use is the main factor. And, the service quality and system acceptance shows a strong correlation. This means that, in order to enhance the quality of ERP services, the service provider needs to provide customers with productivity-enhanced user-friendly IT services and active product support. The work of this research can help to improve the service quality and the user acceptance of ERP services and to lead further research works in this area.

• Korea Journal of Hospital Management
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• v.12 no.4
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• pp.45-67
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• 2007

This study is focused on the medical services market in china which would be the largest one in the world sooner or later. An empirical research has been performed on the country images and related buying attitudes of the Chinese potential consumers for foreign medical services of more higher level. Upon the basis of this research results, the components of a country image has been restructured and the country image effects on the process of a purchasing decision of the advanced foreign medical services in China has been investigated and analyzed. This research shows that the forming process and the dimensions of a country image in Chinese consumers are rather simplified than the former researches of the same kind in any other countries. In China the expectation and buying intension for foreign medical services is found to be affected directly by a country image. Furthermore among various components of a country image the expected service quality level of the Chinese is found to be mostly dependent on the social stability and safety rather than on the degree of economic developments. Recently breaking through the domestic medical market crisis, more and more hospitals consider to advance into Chinese medical market. This research shows that the reexamination and political concerns on the country image of Korea are needed in the level of government's public relations. Especially the proactive policy making and propaganda of political, social and economic stability and safety in Korea are thought to be more important for successful entry in Chinese medical services market.

• Information Systems Review
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• v.3 no.2
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• pp.289-303
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• 2001

The online stock transactions are gaining popularity at an incredible speed these days as more and more investors are adopting Internet as a new and convenient way of handling such transactions. As a consequence, the market for online stock exchange services is getting increasingly competitive; measuring and managing the quality of such services have become a crucial issue to the survival and growth of the stock brokerage houses. Unfortunately, however, little research effort to date has been made as to developing a set of valid and reliable measures for assessing investor perceptions of the quality of the online stock exchange service. The present study generates and tests a new set of multi-item measures for the quality of the online stock exchange service from an investor's perspective. This set of measures can be used in various stages and aspects of formulating online marketing strategies for stock brokerage firms. Marketing implications of this instrument for service providers are discussed.