• Proceeding of Spring/Autumn Annual Conference of KHA
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• 2008.04a
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• pp.376-381
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• 2008

Among various service characteristics, the physical environment is one of important contributors to service quality. In public service buildings, public community facilities serve as arena for education, social interaction, leisure, health activities for community districts. The purpose of this study is to investigate the physical state of public community facilities and expectations of users toward physical environment and service aspects. Site visits to four public community facilities and survey method were conducted for this study. One hundred ninety two questionnaires were analyzed. It is found that the majority of users are housewives and live near the community facilities. In order to provide more equal benefits and service to the public, it is suggested that smaller facilities should be provided in several sites instead of providing a large complex community facility to one area. Facility users indicated larger gaps between expectation and current state of the facilities regarding lack of storage, noise and ease to use. In general, physical characteristics should be more improved than employee's attitude and service behavior, which result in service quality.

• Korean Journal of Social Welfare
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• v.63 no.2
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• pp.133-154
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• 2011

This study aimed to examine the relationship between the expectation of independent life in old age and intergenerational downward transfer of Korean old people. It was focused on old people who did not live with their adult children by using the raw data of "2008 the Korean study of Welfare Services for the Elderly". The data were analysed by multiple regression analysis. The results showed the degree of the expectation of independent life in old age had positive effect on economic and service downward transfer of old people. Concretely, the degree of the expectation of economic and physical independence had positive effect on economic and service downward transfer of old people. The degree of the expectation of emotional independence had positive effect on service downward transfer of old people, while it had no effect on economic downward transfer.

• The Journal of Korean Academic Society of Nursing Education
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• v.18 no.3
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• pp.456-464
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• 2012

Purpose: The purpose of this study was to identify the level of role expectation of school health teachers recognized by elementary students and nursing college students and to compare role expectations between the two groups. Methods: The participants in this study were 323 elementary school students from 2 schools and 112 nursing students from 2 universities. Data was collected by a structured self-administered questionnaire and analyzed using descriptive statistics, t-test, and ANOVA by the SPSS 19.0 program. Results: The elementary students and nursing students recognized health service and health education as the most important role expectation for school health teachers. The role expectation of nursing students was higher than those of elementary students. The elementary students' points of view for role expectation were statistically different according to their health status. Conclusion: To improve the school health teacher's role, understanding the client's expectation is necessary. In addition to the role of health service and education, counseling for elementary students should be developed.

• Knowledge Management Research
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• v.9 no.2
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• pp.129-146
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• 2008

Customers' evaluation of Website with satisfaction is critical in electroniccommerce. Previous research has studied in a distinct approach; especially IT oriented constructs-perceived usefulness, easy of use and marketing oriented constructs-product, shopping experience, service quality. Despite those important previous studies regarding the usage and the purchase of goods and services, how consumers are satisfied and why consumers leave Web sites without purchasing have not been extensively researched. This study explored those determinants of consumer satisfaction with Web site using expectation-disconfirmation theory (EDT). The present paper extends the range of EDT from antecedents of expectation to consequence of satisfaction. The result suggests that experience and familiarity has an impact on expectation as well as perceived performance and satisfaction. Second, higher expectation makes a negative impact on disconfirmation of expectation. Third, positive disconfirmation of expectation makes a positive impact on satisfaction. Forth. satisfaction produces loyalty and repurchasing intention. Finally, loyal customer has stronger intention to repurchase than satisfied customer.

• Journal of Korean Society for Quality Management
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• v.29 no.2
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• pp.1-16
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• 2001

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.507-522
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• 2017

The aim of this study was to compare perception between patient and nurse on comprehensive nursing care service using SERVQUAL model. To accomplish this goal, the 5 gaps of expectation-perception on comprehensive nursing care service was analyzed. The subjects were 192 nurses and 321 patients who admitted in comprehensive nursing care service wards. As results, patient's satisfaction was higher than patient's expectation and also nurse's performance. Therefore, we found that comprehensive nursing care service would contribute to perform holistic nursing care services in the future. To develop comprehensive nursing care service system sustainably, it needs continuous measurement of patient's expectation and satisfaction using conceptual model of this study.

• The Journal of Information Systems
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• v.26 no.4
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• pp.87-106
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• 2017

Purpose The main purpose of this study is to examine whether the expectations and outcomes of the bicycle-sharing service significantly influence users' expectation disconfirmation, satisfaction, and continuous intention to use. In addition, we will verify the moderating effect of social interaction in bicycle-sharing service on the relationship between satisfaction and continuous intention to use. Design/methodology/approach Based on previous studies dealing with determinants of bicycle use, users' expectations and outcomes of the bicycle-sharing service were measured by three variables; accessibility, convenience, and safety. To collect the data, we conducted a survey of undergraduates at a university located in Seoul for three weeks, beginning March 6. Participants completed the first questionnaire, which measured expectations of the bicycle-sharing service based on the attributes and social interaction before using the BSS. After a few weeks, the same participants completed the second questionnaire, which measured outcomes of the outcome, disconfirmation, satisfaction, and continuous intention to use the BSS. Only participants who completed both surveys received monetary compensation. In order to test hypothesis, the Smart Partial Least Square (SmartPLS) modeling technique was applied. Findings In terms of main effects, based on the expectation disconfirmation theory, the results indicated that there were significant relationship among expectation, performance, disconfirmation, and satisfaction. In particular, it was verified that disconfirmation completely plays a mediating role between performance and satisfaction. In addition, the moderating effect of social interaction was examined. There was a significant interaction effects of social interaction and satisfaction on the continuous intention to use for leisure purpose. Finally, this study is expected to contribute to the study of resource sharing in the field of tourism and provide baseline information for future research.

• Journal of Digital Contents Society
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• v.19 no.7
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• pp.1313-1322
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• 2018

This study has tested by positive analysis to investigate use intention of self service shop offered by franchisee. The independent variable of self service shop consisted of technology based self service and feature of shop largely. Convenience of technology based self service, speed, functionality of shop feature, suitability, and cost of self service shop had been selected. As parameter, expectation confirmation and satisfaction by using Expectation confirmation theory had been selected and a dependent variable had been selected use intention lastly. The study conducted a survey of self service shop customers and 181's answers out of them had been used. According to the analysis result, convenience, speed, functionality, and suitability had a positive effect on expectation and convenience and suitability variables only had positive effect on satisfaction. The cost did not have an effect on use intention and expectation confirmation and satisfaction had a positive effect on use intention lastly.

• Research in Community and Public Health Nursing
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• v.12 no.3
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• pp.570-581
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• 2001

The purpose of this study was to analyze consumers' expectation. perception and satisfaction. The subjects in this study were 200 employees who were employed in a department store. They experienced nursing services from the primary care center at the department store. The results were as follows: 1. The rank of perceived significance of nursing services is tangibility, reliability, assurance, responsiveness. and empathy, respectively. 2. The rank of perceived service quality is empathy. responsiveness. assurance. reliability. and tangibility. 3. The rank of expectation and the rank of perception about nursing services are same. They are assurance, reliability, responsiveness, tangibility, and empathy respectively. 4. The regression analysis, which related the effect of perceived service quality to consumers satisfaction, had R2 value of 22.9%. From the above results, it can be concluded that the higher consumers' satisfaction can be explained by the greater perceived service quality.

• Journal of Korean Society for Quality Management
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• v.50 no.1
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• pp.105-124
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• 2022

Purpose: The purpose of this study is to examine the factors that influence the pre-use expectation and the continuous usage intention of the OTT services. Methods: For empirical analysis, the survey for this study was administered with many anonymous people who had previously used any of the OTT services and valid 192 data were analyzed by SPSS and PLS-SEM. Results: The results of this study are as follows. Personalization and understandability in the information quality didn't significantly affect confirmation. Ease of use and search of the system quality significantly affected confirmation. Also, it was found that content diversity, content recency, and content playfulness as the characteristics of the content quality significantly affected the expectation confirmation. OTT service fees also significantly affected the expectation confirmation. It also significantly affected perceived usefulness and satisfaction. Finally, satisfaction positively influenced the continuouse intention to use. Conclusion: The findings of this empirical analysis shows that the specific characteristics related to the relationship of expectation confirmation, perceived usefulness, satisfaction, and continuous usage intention with respect to OTT services through the Post Acceptance Model (PAM). Because system quality, content quality, and service fees meeted users' expectations, OTT services need a strategy that can boost the users' positive perceptions or experiences by reinforcing these three factors.