• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.237-261
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• 2002

The purpose of this study is to measure the library online service quality based on the expectation and the service performance from the users' point of view. The online questionnaire was developed based on SERVQUAL, however information quality dimension was added on it, and the survey was conducted within a research library. The factor analysis for effecting library online services showed that 5 service dimensions were loaded discretely, and information quality was put in the other dimension. The IPA (Important Performance Analysis) result confirmed that information quality, service reliability, and service assurance were considered as important factors : multiple regression analysis revealed that tangibility and information quality were the most significant dimension for the library online service.

• Korean Journal of Community Nutrition
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• v.7 no.1
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• pp.130-140
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• 2002

The purpose of this study was to examine the customer’s perception of the importance of restaurant quality by using a developed SERVQUAL model. In particular, it was intended to provide the basic information for nutrition education for family’s eating out. the data were collected through the survey over 440 families who have lived around the apartments in Kyongju and Seoul. The structure questionnaire included 35 items evaluating the quality of restaurants, adapting SERVQUAL model and adding other factors related to restaurant and the general characteristics of the families. The data were analyzed using SPSS 10.0 WIN program for descriptive analysis, a chi-square test and Pearson’s correlation test. The major results were as follows: From the factor analysis, the 35 items related to the quality of restaurant have been categorized into 10 factors, ie., ‘Health’, ‘Reliability’, ‘Employee’, ‘Food’, ‘Facilities’, ‘Product’, ‘Empathy’, ‘Access’, ‘Comfort’, and ‘Safety’. From the analysis of the correlation between family life cycle of four steps and 10 factors, four factors such as ‘Health’, ‘Facilities’ (p<0.001), ‘Comfort’ (p<0.01) and ‘Product’ (p<0.05) showed statistical significance. ‘Health’ and ‘Product’ factors marked the highest score in the family with senior couple live without children or single, but the lowest score in the family with young couple without children or single. ‘Facilities’ and ‘Comfort’ factors showed the highest scores in the family with under elementary school children, and the lowest scores in the family with over elementary school children.

• Journal of Information Management
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• v.33 no.3
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• pp.1-26
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• 2002

The rapid change in almost every area of science at the turn of the 21st century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The library and information center acting as a service provider aims to establish a framework for improvements in services by focusing on the user's perspective on service quality and classifying the factors that contribute to service quality. This study adopted the LibQUAL+ model, which is derived from SERVQUAL model for measuring quality of service in the field of Service Marketing.

• Journal of the Korea Society of Computer and Information
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• v.12 no.5
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• pp.263-271
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• 2007

With the service industry booming across the world in the 21st century, Korea has been transformed from a manufacturing economy to a service-oriented one. Therefore, the role of service quality has become critical to the success of organizations. Based on the five dimensions (tangibles, reliability, responsiveness, assurance and empathy) of Parasuraman, Zeithaml and Berry(PZB)'s SERVQUAL model, this study is tried to investigate the relationship between the service qualify and customer satisfaction in the Fast-food service industry and analyse the impact of customer satisfaction on the customer's behavior after purchasing. Furthermore, a purpose of this study will help Fast-food industry to detect companies' improvement points(a reform measure) of service quality's factors that have an effect on customer satisfaction in Fast-food service industry.

• Management & Information Systems Review
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• v.32 no.1
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• pp.273-287
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• 2013

Increased over time are the market size of coffee shops and customer demands for coffee. This paper aims to provide solutions for quality improvement in products and services of coffee shops through a case study. SERVQUAL is adopted and modified for the given problem to identify customer requirements for services of coffee shops. Quality Function Deployment (QFD) is introduced as an effort to reflect customer requirements in engineering characteristics for products and services. This paper compares the market competitiveness of three coffee shops in a case study. This study also draws solutions for quality improvement in engineering characteristics for products and services by using QFD.

• Journal of the Korean Society for information Management
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• v.22 no.1 s.55
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• pp.267-285
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• 2005

As the Internet connections and services at U.S. public libraries have increased dramatically since 1990s, defining, assessing and measuring quality of these new electronic services have become a critical issue. This research was a study designed to identify key dimensions of Internet service quality at public libraries by providing a systematic framework for measuring and assessing the quality of Internet services. The study used modified SERVQUAL and SERVPERF instruments which have been widely used service quality measurement in business marketing areas and LibQUAL+ model which are widely adopted service quality measurement instrument in most of the academic libraries in U.S.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.169-175
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• 2019

Service quality has been a point of discussion from the decades as it is important for customer satisfaction, loyalty and retention. Various models have been proposed to measure the quality in the service sector. Models are modified in accordance with context and geography to assess the quality of service better. This study aims to investigate the impact of the modified e-SERVQUAL model on the customer perception about the existing relation and potential scope of doing business with a bank which in-turn will decide the performance of the bank. Statistical data was analyzed through various tests like reliability analysis, correlation and regression analysis using SPSS 25.0. The primary data of e-SQ and performance was gathered from 721 internet banking users using 32 item questionnaire, representing 72% response rates, of four selected Islamic banks of Malaysia. E-SERQUAL was modified by adding Shariah Compliance information about banks and products for Islamic banking customers. The finding specified that efficient & reliable services, fulfillment, security/trust, and Shariah compliance information have a significant association with the performance of Islamic banks. The research is original and its implications will be helpful for Islamic banks across the world to enhance the online experience of customers, which will help them to retain the customers in the rapid changing virtual environment.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1101-1109
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• 2021

Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.419-430
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• 2021

The study aims to analyze the factors that shape patient loyalty, namely, by involving the service quality factor (SERVQUAL), hospital image, patient value, and patient satisfaction in private hospitals. This study was conducted in Makassar City, Indonesia, with a sample of 296 eligible samples from private hospitals. The sample criteria were patients with outpatient and hospitalization status. Then, this study developed 23 hypotheses to test the statistical relationship between direct, intervening and multiple-effect models. Problem-solving and research focus are carried out using a quantitative method approach with a PLS-SEM-based testing tool. The bootstrapping method is being used with the constant bootstrapping step to demonstrate the results of hypothesis testing; we find that the overall hypothesis has a positive and significant effect. The combination of testing models involving several variables shows that a patient's loyalty can be formed if a patient's satisfaction has been realized. Satisfaction can be realized if the value-customer has been felt by the patients. Therefore, the hospital image must be directly proportional to service quality. Service quality is the essence of service that directly affects customers; service quality is also the reason that shapes consumer perceptions in increasing rationalization and solid customer (patient's) decision-making.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.4
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• pp.84-91
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• 2013

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.