• Proceedings of the Korean Society for Quality Management Conference
• /
• 2004.04a
• /
• pp.639-645
• /
• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• The Journal of the Korea Contents Association
• /
• v.6 no.9
• /
• pp.174-184
• /
• 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
• /
• v.29 no.1
• /
• pp.173-183
• /
• 2001

This paper investigates service quality in the automobile service industry. The model used to study service quality in the domestic automobile industry is "SERVQUAL", introduced by Parasuraman, Zeithaml and Berry. Using this model, we survey consumer′s expected and perceived service qualities. The gap between these qualities is analyzed in five quality dimensions. We test whether these gap scores are different depending on the service providing company.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.20 no.8
• /
• pp.472-476
• /
• 2019

This study compared and validated consulting satisfaction analysis between consultants and participating companies in relation to consulting. The objective was to analyze the different perspectives on what consultants think of satisfaction and how businesses think of satisfaction to achieve the optimal improvements and to improve the quality of consulting. To explore ways to improve the quality and satisfaction of consulting, this study evaluated five service quality measures. After consulting, the research method aimed to determine what is required by the enterprise based on the SERVQUAL perspective, find key factors for how to address these requirements, establish evaluation criteria, and measure the satisfaction of consulting. The results revealed no statistically significant differences in the detailed measurement item type, reliability, responsiveness, reliability, and empathy for the quality of consulting by enterprises and consultants. Comparative analysis of the consulting satisfaction on the SERVQUAL items by companies and consultants showed that companies and consultants had different opinions to improve the consulting quality and satisfaction. Therefore, it would be important to narrow the differences on this and establish a structure, in which consultants and businesses cooperate with each other.

• Journal of Korean Society for Quality Management
• /
• v.40 no.4
• /
• pp.559-576
• /
• 2012

Purpose: This research aims at quality improvement of website services on the internet. Methods: SERVQUAL is redefined for web environments as sixteen statements in five dimensions to identify user requirements for websites and measure their importance ratings. Quality Function Deployment (QFD) is used to integrate user requirements into service development for websites so that management and design guidelines can be obtained for user-oriented websites. Fuzzy set theory is introduced to resolve the ambiguity and subjectivity of user requirements in the House of Quality (HOQ). Results: The priorities of design characteristics are extracted from the Fuzzy QFD for University websites. Conclusion: It is expected to provide quality services in less time with less effort, if the results of the Fuzzy QFD are used to provide services in a strategic way under limited resources.

• Journal of Distribution Science
• /
• v.17 no.2
• /
• pp.25-34
• /
• 2019

Purpose - This research strives to analyze and investigate customers' perception of the dimensions of service quality at retails in Makassar Municipality of Indonesia Country. This research tries to present its results empirically, which might be helpful to prepare a strategy to improve the service quality at retail companies. Research design, data, and methodology - The research uses Parasuraman's in 1985 unmodified SERVQUAL approach. This research is conducted using a questionnaire by purposive random sampling with 150 housewives customers who are met while they are shopping. The object of the study included several retail companies such as Alfa Mart, Alfa Midi, and Indomart operating in Makassar, Indonesia, which has been serving in 2017. Analysis was conducted by quantitative descriptive analysis, measurement of variable dimensions on the questionnaire using a Likert scale, and using cartecius graph and quadrant graphs to determine the gap size of each variable. Result - This research finds that the tangible and empathy dimensions such as product layout and lighting condition should be prioritized, and the empathy dimension whose gap value is too prominent such us peak load time condition and problem-solving adjustment. Conclusion - The second priority is responsiveness dimensions, and the last priority is reliability and assurance dimensions.

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

• Asia pacific journal of information systems
• /
• v.29 no.4
• /
• pp.615-643
• /
• 2019

Now is the time for IS scholars to demonstrate the added value of academic theory through its integration with text mining, clearly outline how to implement this for text mining experts outside of the academic field, and move towards establishing this integration as a standard practice. Therefore, in this study we develop a systematic theory-based text-mining framework (TTMF), and illustrate the use and benefits of TTMF by conducting a text-mining project in an actual business case evaluating and improving hotel service quality using a large volume of actual user-generated reviews. A total of 61,304 sentences extracted from actual customer reviews were successfully allocated to SERVQUAL dimensions, and the pragmatic validity of our model was tested by the OLS regression analysis results between the sentiment scores of each SERVQUAL dimension and customer satisfaction (star rates), and showed significant relationships. As a post-hoc analysis, the results of the co-occurrence analysis to define the root causes of positive and negative service quality perceptions and provide action plans to implement improvements were reported.

• Journal of Korean Public Health Nursing
• /
• v.28 no.3
• /
• pp.553-564
• /
• 2014

Purpose: The aim of this study is to identify the expectations and perceptions of health center users as to the services. SERVQUAL scale was used for measurement of service quality. The purpose of this study is to offer baseline data for improving the quality of health care services. Methods: The subjects were users of a health center in S City in Kangwon-do; 170 people participated in this study. Results: Regarding service quality depending on general characteristics, the following results were obtained. First, there were statistically significant differences depending on the gender, purpose of visit, and satisfaction in the health center. Second, the services fell short of the expectations. Third, the quality of 'safe, accurate services' scored the highest, while 'empathy and friendliness' scored the lowest. Fourth, 'internal, external environment of the health center' scored the highest, while 'courtesy of staff' scored the lowest. There were no statistically significant differences. Conclusion: Based on the findings, the following are suggested. First, employee education should be provided for development of empathy and interaction with patients; those are the weakest areas in the health care services. Second, a system allowing patients to understand and participate in their treatment should be developed.

• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.23 no.1
• /
• pp.103-112
• /
• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.