• Journal of Korean Society of Rural Planning
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• v.24 no.1
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• pp.89-97
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• 2018

Recently, interest in rural tourism for urban dwellers has increased, and rural communities are chosen as tourist destinations. Under these circumstances, the study was designed to analyze the effects of the quality of service at rural stay sites on customer satisfaction and recommendation intention. The analysis method analyzes the demographic characteristics of the survey participants and characteristics of participation in rural stay. And the quality of service for the experience of rural stay was analyzed with SERVQUAL'S five-dimensional type, reliability, assurance, responsiveness, empathy, tangible and customer satisfaction, intent of recommendation and regression. Major analysis shows that the survey subjects were found to have an average age of 41.8 years, 49 to 59 years old, and a high degree of university graduation. And as characteristic of participation, the form of company was family and relatives, the form of family meeting was many summer, the reservation was Internet, and payment by cash and card were many. As a result of the hypothesis testing, reliability, assurance, responsiveness, and empathy among the quality of service of rural stay were affected in customer satisfaction. In addition, the quality of service and the intent to recommend it were statistically significant, reliability, assurance and empathy. Therefore, it is deemed necessary to make efforts to improve service quality as the quality of service at rural stay places has relevance to customer satisfaction and recommendation intention.

• Journal of Korea Port Economic Association
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• v.21 no.3
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• pp.259-270
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• 2005

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) providers. For this, 3PL service quality is conceptualized and measured using SERVQUAL's five dimensions such as tangibles, reliability, responsiveness, assurance and empathy. Then, the AHP method is applied to determining the relative importance of five service quality dimensions and eventually selecting the best 3PL provider. Finally, this study conducts an empirical case study on four companies providing 3PL services in Korea to demonstrate the basic idea suggested in this paper. The results obtained in the present study indicate that responsiveness to customers is the most important factor perceived by 3PL customers and 3PL C is the best 3PL provider according to the overall service quality scores. In contrast to some previous researches, this study examined issues of service quality from the perspective of 3PL customers as opposed to the perspective of 3PL providers. In order for this study to be more complete, future research is needed in establishing a set of metrics to quantify each dimension of 3PL service quality proposed.

• Proceedings of the Korean Society for Quality Management Conference
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• 2007.04a
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• pp.273-278
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• 2007

본 연구는 고객의 형태에 따라 서비스 유형을 결정하는 지표를 설정하기 위하여 고객의 쇼핑태도를 절약형 고객, 단골고객, 개인화고객, 편의고객으로 분류하여 각각의 유형별 고객이 쇼핑태도와 SERVQUAL과의 인과관계를 분석하고 서비스 방향을 설정하기 위함이다. 본 연구는 SERVQUAL과 소비자의 소비 패턴과의 인과관계를 분석하여 기업이 제공하는 서비스의 도구를 개발하여 소비자가 원하는 서비스 경영의 방향을 설정하여 높은 수준의 품질과 서비스를 제공할 수 있는 도구를 개발하기 위함이다. 본 연구는 경기, 충북 지역의 20세-30세의 남 ${\cdot}$ 여를 대상으로 설문하여 최근 젊은층의 소비 패턴을 분석하여 그동안 서비스 기업의 문제점인 고객 불만족, 고비용 저효율, 진정한 성과를 거두지 못한 구조직인 문제점을 해결할 수 있는 방안을 찾고자 하였다. 따라서 본 연구의 목적은 국내 젊은층을 주 고객으로 하는 서비스 기업에 적용 가능한 서비스 모형을 설정하기 위한 접근방법을 탐색하는데 있다.

• The Journal of Information Systems
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• v.10 no.1
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• pp.303-322
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• 2001

This paper proposes 2 problems of Internet Marketing. Firstly, nowadays many people are aware of Web Service and the services that are available in cyberspace. However they are not fully aware of the concepts and range of Web Services. Secondly, most of the research of Internet Marketing focuses on the service quality of cyber shopping using SERVQUAL in relationship to service quality of shopping malls. Therefore they have a lot of limitations because they do not understand all the media characteristics of Internet. Basically the Internet has service parts and also has characteristics of new advertising. But many research papers do not consider these respects. The purpose of this paper is to study of the effects of Web Service Quality on Internet Commerce Transactions. To accomplish the purpose of this paper effectively, theoretical background of web services was reviewed briefly. We defined Web Services and categorized them. We found that the components of Web Service Quality are Information Providing Service Quality and Advertising Service Quality. Factor analysis is conducted according to the dimensions of each component. We conducted Path analysis how these components affect buyers'attitude and buyers'attitude affect revisit intentions and buyer intentions. The results show that strategies of cycler brand construction are better than strategies of selling to web surfers. The strategies of cyber brand construction are related to buying in that customers increase their visits to the entrepreneur's Web site and this increases the loyalty to that site therefore this is related to buying habits.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.3
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• pp.7-17
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• 2017

Loan consultants assist clients with loan application processing and loan decisions. Their duties may include contacting people to ask if they want a loan, meeting with loan applicants and explaining different loan options. We studied the efficiency of service quality of loan consultants contracted to a bank in Korea. They do not work as a team, but do work independently. Since he/she is not an employee of the bank, the consultant is paid solely in proportion to how much he/she sell loans. In this study, a consultant is considered as a decision making unit (DMU) in the DEA (Data Envelopment Analysis) model. We use a principal component analysis-data envelopment analysis (PCA-DEA) model integrated with Shannon's Entropy to evaluate quality efficiency of the consultants. We adopt a three-stage process to calculate the efficiency of service quality of the consultants. In the first stage, we use PCA to obtain 6 synthetic indicators, including 4 input indicators and 2 output indicators, from survey results in which questionnaire items are constructed on the basis of SERVQUAL model. In the second stage, 3 DEA models allowing negative values are used to calculate the relative efficiency of each DMU. In the third stage, the weight of each result is calculated on the basis of Shannon's Entropy theory, and then we generate a comprehensive efficiency score using it. An example illustrates the proposed process of evaluating the relative quality efficiency of the loan consultants and how to use the efficiency to improve the service quality of the consultants.

• Journal of Distribution Science
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• v.18 no.12
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• pp.31-43
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• 2020

Purpose: This study examined how many determinant factors (service dimensions, food quality, and price perception) affect revisit intention. This practical concept is service quality (SERVQUAL), customer satisfaction, and repeated/revisit behavioral intention based on the theory of reasoned action (TRA). Research design, data and methodology: This research applied a hybrid mixed-method comprising exploratory and explanatory sequential design by Creswell (2014). The 400 responses were collected in four townships in Myanmar. This study drilled down to exploratory factor analysis (EFA) followed by confirmatory factor analysis (CFA) prior to test the hypothesized factor structure of all the variables resulted in the form of the goodness of fit. For further data analysis, structural equation modeling (SEM) was applied to test the relationships among the variables of the proposed model. Results: The results showed that perceived service quality, food quality, and price perception have direct effects on customer satisfaction and indirect effect on revisit intention. The perceived service quality has the most significant influence while the food quality has the least influence on customer satisfaction. Conclusions: The results are useful for the restaurant managers to better understand the significant strategic choice factors to improve higher quality service amongst restaurants both domestic and international under the stiff competition.

• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.47-58
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• 2005

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

• Journal of the Korean Data and Information Science Society
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• v.19 no.4
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• pp.1165-1172
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• 2008

A considerable amount of research has focused on the dimensionality of service quality construct. To achieve and maintain their comprehensiveness and profitability, restaurant managers should manage and aim to continuously improve the level of service quality offered to their customers. This paper is focused on service quality in the Korean native cattle and imported beef restaurant industry in the Korea. So, this paper has adapted DINESERV scale so that restaurant managers can use it to determine how customers perceive the service quality in Korean native cattle beef restaurant and imported beef restaurant. The purpose of this research is to test the difference in importance and actual performance of 5 dimensions between the restaurants that sell the beef of Korean native cattle and imported cattle. The t-value is used to test difference of the importance and actual performance for DINESERV's 5 dimensions of the 2 restaurant types. But, there is no difference between Korean native cattle and imported beef restaurant.

• Journal of Information Technology Applications and Management
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• v.21 no.2
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• pp.81-98
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• 2014

Recently, due to external environment like the changes in health policy and various healthcare accreditations, along with hospital's internal efforts to improve the quality of medical services, demands for the development of medical information systems are increasing. Some examples are clinical information like DUR (Drug Utilization Review), CVR (Critical Value Report), and automatic benefit processing by treatment purposes, or hospital DSS (Decision Support System) on overall medical practice. Such systems act as a guide in making clinic judgments during practice or in other medical practice, and their effects on the medical treatment improvements are being proven by previous studies. In the reality of increasing attention in the effects of medical treatment improvement, studies related to hospital DDS were mostly focused on clinical, technical, and engineering points of view, and studies focusing on the user viewpoint are very limited. In order to verify the effects of DSS on practice improvements and hospital's management performance, this study used a research model constructed to verify how SERVQUAL of hospital DSS affects hospital management performance in BSC (Balanced Score Card) point of view. To empirically verify the research model, a questionnaire was conducted on the basis of "K-University Hospital's DSS" on clinicians and hospital employees related to system development, and the relationships between the factors were analyzed through path analysis. As a result of path analysis, excluding reactivity, tangibility, confidence, reliability, empathy among service qualities, had partially significant effects on management performance factors (learning and growth, internal process, financial affairs). This study is to prepare the theoretical ground on the management performance analysis of hospital DSS, and suggest the service quality of the system that should be considered in the planning and development stages for improved system.

• Journal of Information Technology Services
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• v.8 no.2
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• pp.1-22
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• 2009

Recently, improving service quality for customer satisfaction is one of the most important issues and the task for the growth of company. Furthermore, plenty studies are going on progress to develop service quality in IT industry. There have been so many researches of product quality on package software but yet the service quality of package software has been rarely studied before. Thus, the purpose of this study is to formulate a scheme on how to enhance the competitivity of package software company by analyzing the impacts of these two factors on the customer satisfaction, Word-of-Mouth intention and the reuse intention. The study models have been designed and the hypotheses have been made through the examination of the precedent literature about package software product and service quality. A questionnaire survey was performed to collect information, and the unit of analysis was a person who used package software. This study used the statistical technique such as regression analysis. This study may be utilized as basic data for building marketing strategies when package software companies offer service to customers.