• 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.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.467-475
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• 2020

The study aims to investigate factors affecting enterprise's satisfaction and loyalty toward the Social Security's online public services, looking at the case of Thanh Hoa province, Vietnam. This study employs samples with 216 enterprises that use online public system of Thanh Hoa province's Social Security. The research model is closely linked to the SERVQUAL model developed by Parasuraman, Zeithaml and Berry (1988). We propose 23 scales that constitute the quality of service, three scales that constitute Customer Satisfaction and three components that constitute Customer Loyalty. This study use the tool of Exploratory Factor Analysis (EFA), Cronbach's Alpha test, Confirm Factor Analysis (CFA) and Structural Equation Modeling (SEM) in order to address the question of satisfaction and loyalty. The result shows that the factor with the most impact is Reliability, next is Capacity of staffs, Tangibles, Attitude of staffs, and the least impacting factor is Empathy; moreover, the results also show that Satisfaction has a strong impact on Customer Loyalty. The findings of this study suggest that Thanh Hoa province's Social Security should: (i) strengthen the reliability of online service system; (ii) build capacity for staffs; (iii) develop the responsiveness of electronic transactions systems; and (iv) improve the empathy of staffs.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.18 no.4
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• pp.899-905
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• 2014

In order for corporations and institutions to perform efficient management, they first have to infer what factors customers seek for, then continuously strive to provide them with better service. The most important element to provide better service is accurate feedback from customers; however, Korea lacks of standardized system for measuring customer satisfaction. This study suggests the analysis system for survey, which evaluates customer satisfaction efficiently. The system sets up measuring factor for each service quality, and makes it possible to perform methodically. Especially, the system introduces scoring scheme so that it evaluates quality of service or unit service and prioritizes factors those need to be improved. Furthermore, the survey is operated via mobile and online system, which can be analyzed in real time, and lets foreigners use in their own languages. Through applying the analysis system of customer satisfaction survey to students who participated in work-study program, it substantiates the effectiveness of this system.

• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.

• Journal of Korea Society of Digital Industry and Information Management
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• v.7 no.4
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• pp.183-198
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• 2011

With the recent development of IT technology, the existing contents have been digitalized through various distribution channels. Accordingly, a lot of studies have been done in order to figure out the distribution and features of digital contents, In these studies, however, categorical characteristics of digital contents were not considered ; most of the previous researchers saw digital contents as only a single item or focused on some contents within particular part such as movie, music, etc. So, this study divides digital contents into movies, music and texts. I was going to study which factors affect Customer Satisfaction in relation with the kind of contents. With SERVQUAL as independent variables, which affect the Customer satisfaction, I used five factors :Design Quality, Information Quality, Security Quality, Communication Quality and Transaction Quality. As for the detailed items, I corrected them with Open-End Question and Pre Survey Research, which are more fit into the features of digital contents. This research conducted Principle Component Analysis, Reliability Test, Correlation Analysis and Regression Analysis. I verified that each factor of Service Qualities has a positive effect on Customer Satisfaction. Moreover, the factors of the effect are different according to the kind of digital contents. This paper was added Exploratory Study to find the best distribute channel. For the study, I search the possible distribute channel in each digital contents and their characteristic.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.241-254
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• 2020

International payment is an essential part of the economy, which is beneficial to both commercial banks and trading enterprises. Moreover, service quality, which has been a key point of discussion for decades, relates to customer satisfaction. This study aims to investigate the factors influencing international payment service quality at the Join Stock Commercial Bank for Investment and Development of Vietnam (BIDV) from 2015 through 2019. This research deploys both quantitative and qualitative methods to discuss the effects of these components. Statistical data was examined through different tests, including reliability analysis, correlation, and regression analysis by SPSS 16.0. The authors obtain and analyze 157 valid responses from customer surveys, then by applying an integration SERVPERF and PSQM model, identify five main components: Reliability, Tangibles, Assurance, Convenience, and Responsiveness, which explain how the customer perceives the service quality of international payment activities at BIDV. The results show that these five factors have a positive relationship with service quality, in which, Reliability has the most significant impacts on service quality level. Besides, the findings not only contribute to the literature but also give some practical implications for BIDV to improve its international payment service quality and help them to obtain customer satisfaction in the fast-changing environment.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.875-884
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• 2020

Thailand has a rapidly growing pharmaceutical sector, which is the eighth largest in the Asia-Pacific region and one of the largest and most developed among the Association of Southeast Asian Nations (ASEAN) countries. This study examines how to provide the most appropriate approach to enhance Thailand's pharmaceutical services to dispense medicine to end consumers. The main objective is to determine the most appropriate corporate image for Thai Pharmacy Retail Stores (PRSs) for entering the ASEAN market community. An exploratory mixed-method design characterized by qualitative and quantitative phases of data collection and analysis and the linking of data from these two separate data strands was adopted to conduct an in-depth interview with pharmacists and the owner of pharmacy retail stores as well as 405 respondents who had visited a pharmacy retail store and interacted with pharmacists during the previous year. The multiple linear regression (MLR) was applied to analyze the relative influences of perceived service quality and the cultural dimension on the corporate image. Findings reveal that the perceived service quality and cultural dimension contribute 50% towards the corporate image, and the perceived service quality had more effect than cultural dimension. This study mainly focuses on PRSs in Thailand, while the findings show other analyses concerning how to successfully create and promote an effective PRS image for ASEAN markets.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.12 no.7
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• pp.3046-3052
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• 2011

This study, continuing education programs and elderly welfare center in order to verify the source of satisfaction perceived elderly welfare center services for the elderly aged 60 or over to use the various welfare services for elderly, distribute the questionnaire with the permission of the welfare centers, utilizing a material portion 175. This study used PASW 18.0 program on the collected data and for data analysis, detailed statistical analysis methods used were t-test and One-way ANOVA. Gender were observed in higher overall satisfaction of a man, granted a high degree of satisfaction lower age, education elementary school, at least university graduates, found that satisfaction is high. In health, become clear that the more satisfied the more you health, spending money a month it became clear that the more satisfied the elderly to be used about 300,000 won to 500,000 won use period found that the elderly were more satisfied if less than one year and more than three years. In the region, Gangseo-gu is found to be slightly higher overall satisfaction with services than the Eunpyong-gu.

• The Journal of Industrial Distribution & Business
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• v.10 no.4
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• pp.43-56
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• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.4
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• pp.30-38
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• 2015

IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users' expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.