• 산경연구논집
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• 제10권6호
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• pp.19-27
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• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• 융합경영연구
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• 제9권2호
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• 품질경영학회지
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• 제44권2호
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• pp.265-276
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• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• 한국식생활문화학회지
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• 제20권5호
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• pp.538-547
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• 2005

Customer needs in food service industry is not only demanding high quality product(food), but also high quality service. Therefore, how to provide high quality service based on customers expectation, and how to design the service systems by food service industry or restaurants are important task. This study is service quality of Korean restaurant customers, it aims analyzes factors influences service quality of food service industry based on the perception of pork-belly specialty restaurants customers. It is expected that there is significant difference according to gender concerning level of satisfaction in service quality of food service industry as a result of analyzing the level of satisfaction for frequency of eating out relatively to the purpose of eating out, and researching the level of satisfaction for service quality of food service industry after visiting the restaurant. Based on such results, solutions that can cope with social, cultural and economical environment of food service industry are suggested. Selection of food service business, samples, and purpose of eating out, which are limits of this study, needs to be studied continuously in the future after diversifying and segmentation.

• 유통과학연구
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• 제22권4호
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• pp.79-89
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• 2024

Purpose: This study aims to enhance airport service quality by examining their impact on brand image, advocacy, and mediating brand trust in the aviation service distribution sector. Research Design, Data, and Methodology: Using existing literature, we propose a structural model exploring the relationships between key components which are service quality, brand trust, brand Image and brand advocacy. An online survey, based on prior literature, was administered to 287 Koreans who have experienced using facilities or services at Incheon International Airport (IIA). Statistical analysis employed confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results: Research findings show significant impacts of airport service quality on brand trust. Increased brand trust positively influences airport brand image and advocacy. Conclusion: The study emphasizes the aviation industry's potential to boost brand trust through improved airport service quality via users' interactions. Service quality is critical factors in building brand trust. The findings emphasize the critical role of service quality in fostering brand trust. It underscores the importance of user's satisfaction with service quality in fostering brand trust which can lead to brand image and brand advocacy. The aviation industry should formulate policies and strategies to enhance brand trust improved service quality, thereby improving brand image and brand advocacy.

• 디지털융복합연구
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• 제16권6호
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• pp.325-333
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• 2018

우리나라 대기환경의 질적 하락으로 인한 영향과 주변환경에 의해 실내공기질은 매우 심각한 상황에 직면하고 있다. 이러한 일반인들의 위험성에 대한 인식은 높아지고 있으나, 실질적으로 대기환경 뿐만이 아니라 실내공기의 질적 하락에 대한 인식과 이에 따른 대책을 강구하기 위한 방안은 설정되지 않았다. 본 연구는 실내공기질에 대한 궁극적인 관리를 위해 측정과 관리를 위한 신규 브랜드의 기초설계 연구로 서비스디자인 기법을 적용한 일반 소비자의 실내공기질 관리 행태에 대한 관찰을 통해 브랜드 방향성을 도출하기 위해 연구되었다. 연구방법론으로는 서비스디자인의 설계로 일반가정, 일반 소형사무실, 공공시설의 이용행태에 대한 관찰과 현재 법률상의 이유로 시행되고 있는 실내공기질 측정에 대한 프로세스를 관찰하여 기록한 후 전문가 의견을 수렴하여 보편적인 문제점과 방향성을 도출하였다.

• 한국의류학회지
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• 제47권6호
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• pp.1038-1056
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• 2023

This study investigates the effects of ChatGPT's quality characteristics (service and information) on purchase intention and word of mouth intention. We distributed questionnaires among domestic men and women aged in their 20s and 30s who had experience of using ChatGPT. A total of 222 responses were subjected to frequency analysis, factor analysis, correlation analysis, and multiple linear regression analysis using the IBM SPSS statistical program version 26. The major findings were as follows: (1) The factors of service quality were categorized as Tangibility, Reliability, Empathy, and Assurance, while the factors of information quality were categorized as Recency, Accuracy, and Usefulness. (2) Among the service quality factors of ChatGPT, two factors (Reliability and Empathy) significantly impacted purchase intention, and three factors (Tangibility, Reliability, and Empathy) significantly affected word of mouth intention. (3) Among ChatGPT's information quality factors, two factors (Usefulness and Recency) had a significant effect on purchase intention, and two factors (Usefulness and Accuracy) exerted a significant influence on word of mouth intention. (4) Purchase intention had a significant effect on word of mouth intention.

• 한국정보과학회논문지:소프트웨어및응용
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• 제37권6호
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• pp.430-445
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• 2010

유비쿼터스 컴퓨팅 환경에서 사용자에게 서비스를 자동으로 제공하기 위해 사용되는 동적 서비스 합성은 효과적인 서비스 기술 및 모델링 기법이 전제되어야 한다. 이를 위해 이전 연구에서는 유비쿼터스 환경 내의 기기의 기능을 추상화한 'u-서비스'라는 개념을 제안하였고, 온톨로지로 구조화하는 메커니즘과 u-서비스의 특성을 표현하기 위한 기술 규격을 정립한 바 있다. 하지만 u-서비스 온톨로지 설계시에 효율성을 검증하기 위한 체계나 기준을 제공하지는 못하고 있다. 또한 기존의 소프트웨어 제품이나 컴퓨팅 시스템의 품질 평가 모델은 유비쿼터스 서비스의 특성을 고려하지 못하므로 직접 적용하기에도 적합하지 않다. 따라서 본 연구에서는 이전 연구에서의 u-서비스 온톨로지 구축 방법론을 바탕으로 효과적인 유비쿼터스 서비스 온톨로지를 설계하기 위한 품질 평가 모델을 제안한다. 유비쿼터스 서비스 온톨로지의 특성을 반영하여 모델링 목표와 설계 단계에서의 평가 지표를 도출하고 각 품질 속성을 정량화하기 위한 메트릭을 정의한다. 이전 연구에서 구축한 u-서비스 온톨로지에 적용한 결과, 제안한 품질 평가 모델을 통해 유비쿼터스 서비스 온톨로지의 적합성을 다각도로 분석하고 설계 개선을 위한 모델링 원칙을 제시할 수 있음을 보였다.

• 산업경영시스템학회지
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• 제40권1호
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• pp.150-164
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• 2017

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

• 한국경영과학회지
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• 제36권4호
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• pp.109-123
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• 2011

This study proposes a value based service design (VBSD) approach using Kano's model and QFD. Key quality factors and key cost factors are identified, evaluated and then incorporated to produce customer value index (CVI) and provider value index (PVI) which are together used to determine the four value strategy zones. Each value strategy zone suggests its own appropriate service development strategy based on its corresponding CVI and PVI characteristics such as maintaining current service, reducing costs, raising quality or eliminating/creating services. A camping car service design case is applied to this study, which shows the practical contribution of this VBSD approach.