• Journal of the Korean Dietetic Association
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• v.3 no.2
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• pp.123-140
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• 1997

The purpose of this study were to assess main management components that can lead to successful university foodservice operations. Specifically, it was intended to develop the tool which assesses the service quality, management, to assess the difference between customer importance from and perceptions of service quality, to compare management perceptions of customer importances with actual service delivery, and to identify internal problems which affect service quality with the use of gap model. Three types of questionnaires were developed and implemented for customers, foodservice personals and foodservice manager. Assessment tools were developed based on the literature review, SERVQUAL, GAP model, and the pilot study. Through the validity and reliability test, the questionnaires were revised. Questionnaires were distributed to 900 university students, 207 foodservice personnels, and 54 foodservice manager respectively. 831 university students, 177 foodservice personnels, and 48 foodservice manager were responded with a response rate of 92.3%, 85.5%, and 88.8% respectively. Statistical data analysis was completed using the SPSS programs for descriptive analysis, ANOVA. and SNK test. The results of this study can be summarized as follows : 1. In quality service management components, 31 quality service attributes were categorized and named into primary quality, secondary quality, hygiene, empathy, tangibles, reliability, responsiveness, and price by the factor analysis. 2. Importance mean score of customers was 4.02 out of 5, but perception mean score of customers was 2.55. So there was a relative big gap(1.47) between importance and perception scores, especially in three dimensions of responsiveness, primary quality, and hygiene. 3. It showed that customers' mean scores of perceived service quality by dimensions were the following order : price > reliability > secondary quality > hygiene > tangibles > primary quality > responsiveness > empathy. And the perception mean score of rented(2.59) or contracted(2.58) management was significantly higher than that of self-operated(2.48). 4. Customers' importances mean score which internal customers recognize was 4.23 out of 5, but service delivery mean score was 3.85. So there was a little gap(0.39) between management perceptions of customer importances and actual service delivery. 5. In gap model, SERVQUAL score showed -1.47, Gap 1 positive 0.15, gap 2 negative 0.61, and gap 3 was positive 0.19. 6. The internal problems were as follows : (1) The managers of University foodservice perceived well enough the customers' expectation value but their management competency was lacked in terms of responding customer needs, (2) The foodservice staff perceived service performance more highly than service quality specifications.

• Korean Security Journal
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• no.17
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• pp.361-381
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• 2008

Quality rating of machine security systems is difficult because both tangible and intangible services are included. However, still, the research template applied the SERVQUAL model with the intention of confirming machine security systems' service quality formation and experimentally inspecting the relationship between service quality and customer satisfaction. Therefore, the following highlights the experimental research outcomes and their implications for small-scale businesses utilizing machine security systems in the Daegu region. First, after observing whether the determining factors constitute service quality, four components were found to have significant influence on customer satisfaction. Additionally, in observing any differences in their influences, the following in order were observed as having influence on customer satisfaction: empathy, assurance reliability, responsiveness, and tangibility. Moreover, though companies‘ newest facilities and equipment are important, it can be concluded that a company employees’ prudent consideration, individual interest, reliability, and assurance for the customer carry greater importance. Secondly, though we intended to survey machine security systems by employing the SERVQUAL model, determinant factor analysis results found applying SERVQUAL model in its original state a challenge. According to results from determinant factor analysis, the basis for forming service quality is determined by assurance reliability, empathy, tangibility, and responsiveness. Furthermore, in future research, while more accurately distinguishing between assurance and reliability, a more appropriate model must also be considered for modification in domestic machine security system industry‘s service quality evaluation.

• Journal of Internet of Things and Convergence
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• v.10 no.1
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• pp.59-68
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• 2024

China's huge population and industrial diversification have driven increased demand for IoT, and in a social environment where IoT technology is changing all aspects of personal and family life, including smart shopping, this study was conducted in Changchun, China. The study aimed to find ways to meet the Fashion needs of female college students living in the country and promote the development of the fashion product industry by improving the service quality of Chinese fashion product live commerce. The analysis results are as follows. First, the service quality characteristics of Chinese fashion product live commerce had a positive effect on customer satisfaction. Second, the service quality characteristics of Chinese fashion product live commerce had a positive effect on reuse intention. Third, customer satisfaction had a positive effect on reuse intention. Based on these results, it can be concluded that improving the service quality of live commerce can directly promote product sales and create direct economic benefits. In addition, based on the results of the study, which show that the service quality of fashion product live commerce affects customer satisfaction and reuse intention, it is judged that it will provide useful information in establishing marketing strategies for live commerce platforms by region and target.

• Proceedings of the KHMA Conference
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• 2010.05a
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• pp.336-336
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• 2010

• Journal of Korean Academy of Nursing
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• v.29 no.2
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• pp.383-392
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• 1999

Recently, the hospitals in Korea has positively changed one way or another. Therefore hospital managers must focus on the nurses' role in terms of consumers' perception of overall image of hospitals and the degree of satisfaction of the consumers. To achieve the purposes, the questionnaire was developed and distributed to 280 people who had a direct experience with nursing services subjected hospitals in Seoul at the time of screening. Among them, 229 responses were turned out to be useful and used for final analysis. The measurement instrument for hospital nursing service quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). For data analysis, SPSS/PC and PC-MDS program were used. The results were as follows : 1) The perception map showed that the seven subjected hospitals were divided into three groups. It could be interpreted that the hospitals in the same group had a strong competitive relationships. Because the nursing services' scores of hospitals C and E were higher than those of other hospitals, they could be served as a benchmark for the other hospitals. 2) The marketing place of hospital nursing services was divided by four. Since service generally had a strong point in nearby service market segment. Aiming an nearby hospital nursing services market segment by the hospital nursing services department was regarded as a good repositioning strategy. 3) When consumers evaluated the quality of hospital nursing services, they were greatly affected by the hospitals' overall image or other characteristics. Therefore, for improving hospital's nursing services, hospital nursing services department requires a great deal of labor to improve hospitals' overall image or other characteristics.

• Journal of Korean Academy of Nursing
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• v.33 no.6
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• pp.772-783
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• 2003

Purpose: This study was performed to measure the nursing service perceived value by consumer and providers, and to investigate the relationship among nursing service, general satisfaction and hospital revisiting intent, and to examinate the tools that measures nursing service's reliability, construct validity and usefulness. Method: The questionnaire was developed and distributed to 300 patients and 210 nurses at three general hospitals. For data analysis, SPSS/PC program was used. Result: The nursing service perceived value by providers is higher than that by consumers. There are distinctive difference in the expectation, and importance and performance values of the nursing service perceived. In examination of the relationship among nursing service, general satisfaction and hospital revisiting intent, nursing service has a deep relationship with general satisfaction, but doesn't have relationship with hospital revisiting intent. The tool that measures nursing service has a good reliability and construct validity. In analysis on the usefulness between the tools, SERVPERF tool is more useful than SERVQUAL tool. conclusion: The nursing service perceived value by consumer is different that by providers, and the tool that measures nursing service has a good reliability and construct validity. The SERVPERF tool is more useful than SERVQUAL tool.

• The Journal of the Korea Contents Association
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• v.6 no.9
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• pp.174-184
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• 2006

This study purposed to contribute to systematic management of service quality of festival by developing scale of service quality. According to the result of this study, scale of service quality in festival was developed, which are composed of 26 measuring items in 8 factors. this study suggests major factors(program quality, experience, interaction as well as tangibles, agreeability, responsiveness, access, reliability related to SERVQUAL). This study has an academic meaning in that it developed a scale of service quality suitable to festival and a practical meaning that it provided foundation of customer satisfaction management.

• Journal of Korean Society for Quality Management
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• v.35 no.2
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• pp.63-83
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• 2007

As the mobile internet service market is rapidly growing, measuring and managing the service quality become a more critical issue to the service providers. Thus the purpose of this study is to compare SERVQUAL, SERVPERF, and non-difference score measures and to determine which one is superior to measure the service quality of the mobile internet service. This study also aims to analyze the structural relationship between the service quality, customer satisfaction and behavioral intentions (repurchase intention and word-of-mouth). For the purpose, survey data were gathered from the respondents who have used the mobile internet services and an empirical test was conducted. As the first research result, it was revealed that the non-difference score measure showed a much better model than other service measuring models (SERVQUAL, SERVPERF). And the second result was that two service quality factors (tangibles and empathy) among the mobile internet service quality factors significantly influenced the customer satisfaction and also the customer satisfaction had a significant effect on the repurchase and word-of-mouth.

• Journal of the Korean Operations Research and Management Science Society
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• v.24 no.2
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• pp.135-150
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• 1999

Service quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. Moreover, despite the phenomenal growth of physical fitness centers little research has focused on the evaluation of service quality from exercisers' perspectives. The major purpose of this article is to explore the concept of two-factor model and its influences on exerciser's perception of quality. This article attempts to achieve its purpose by (1)classfying critical service attibutes into hygiene factors and satisfiers (2) measuring the relative importance of need criteria (3) evaluating SERVPERF model and SERVQUAL model in service sector and (4)identifying the relationship between overall satisfaction and behavior. In explaining the relationship between perceived performance and overall satisfaction only 27 out of original 33 survey items were appreared to be statistically significant. Hence a penalty-reward analysis was performed on these critical attributes to find out 11 satisfiers and 9 hygiene factors. In addition, it was found that only experience-based norms(SERVPERF model) were more appropriate than expectations to serve as a benchmark against which service experiences were compared(SERVQUAL model). However it must be noted that the degree of association to overall satisfaction was not consistent.

• IE interfaces
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• v.17 no.1
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• pp.93-103
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• 2004

Service importance has been growing increasingly as competition element of enterprises according to going on rapid softness, information and knowledge of industrial infrastructure recently. Quality management system that implemented in manufacturing sector have been spreading rapidly to service company, but the company performing pure engineering service only in construction fields performed mainly the evaluation on the operational aspect such as degree of implementation of the established system because it is difficult to objective evaluation on the activity of the established quality management system or quality assurance system. This study would like to make on offer the improvement points based on the evaluation of service quality and the itself evaluation result through the questionnaire on the service offerers and customers using the pre-qualified SERVQUAL model in establishment of the improvement goal of the company. According to the result of this study, it is analyzed a gap and required to establish a counter-plan to correct many gaps discovered between the real offered level and the expect level of custom.