• 유통과학연구
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• 제18권12호
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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.

• 동아시아식생활학회지
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• 제20권6호
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• pp.987-996
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• 2010

The purpose of this study was to measure customers' perception of the service quality of Korean restaurants and then compare differences in perceived service quality according to customer nationality. Self-administered questionnaires were completed by 2812 subjects, and data were analyzed by frequency, chi-square, t-test, one-way ANOVA, factor, reliability, cluster, and discriminant analysis. Results of the study were as follows. The factor analysis of perceived service quality produced four factors, employee service (5 variables), menu quality (4 variables), price & value (4 variables), and physical environment (4 variables). Cronbach's alpha values for reliability were over 0.8 for all factors. Further, a significant difference was observed in service quality, which was perceived according to customer nationality. A higher mean value of perceived service quality was held by foreigners when compared to Koreans. Especially, the mean value of perceived service quality was significantly low for all items for Japanese compared to foreigners. Cluster analysis divided subjects into two groups based on attitude toward service quality of Korean restaurants: an unfavorable group and favorable group. These two groups differed from each other in general characteristics as well. Limitations and future research directions are also discussed.

• 동아시아식생활학회지
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• 제23권6호
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• pp.850-861
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• 2013

This study aimed at investigating any differences perceived between the contractor and the contractee based on an importance-performance analysis (IPA) of foodservice quality attributes. Questionnaires were distributed to 200 personnel concerned in the Busan, Ulsan and Kyungnam areas and a total of 134 valid responses were used for analysis. Of the 23 foodservice quality attributes, the factors of 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were induced from a scale purification process through the exploratory factor analysis. The level of importance (p<0.01) of the 'hygiene and safety' factor and 'employee service' factor was not found to be significantly different between the groups. In the level of performance, the factors of 'food service', 'employee service', 'customer orientation' and 'operation quality' were found to be perceived significantly lower than expected by the contractor group. In the importance level, 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were rated by the contractor as 4.03, 4.30, 4.27, 4.01 and 4.12 points, respectively. In contrast, in the performance level, perceived 'food quality', 'employee service', 'hygiene and safety', 'customer orientation' and 'operation quality' were evaluated as 3.57, 3.94, 4.06, 3.83 and 3.95 points, respectively.

• 디지털융복합연구
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• 제15권8호
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• pp.45-58
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• 2017

한국의 포워딩산업에서의 업체 간 경쟁은 현재 매우 치열하다. 그러나 포워딩산업의 서비스품질에 관한 연구가 한국과 전 세계적으로 아직 매우 적다. 본 연구는 포워딩산업의 특성을 반영한 포워더의 서비스품질 요인들을 도출하는 것을 연구의 목적으로 하였다. 서비스품질의 측정항목들을 선행연구와 면접조사를 통해 정리한 후, 한국의 수출입업자들을 대상으로 설문조사를 하였으며, 수집된 자료들에 대해 탐색적 요인분석을 실시하였다. 연구결과, 포워더의 서비스품질요인은 정확성, 신속 정시성, 안정성으로 정의되는 운영특성과, 전문성과 공감성으로 정의되는 고객지향성의 두 요인으로 도출되었다. 본 연구의 중요한 기여는 선행연구들과 달리 포워딩산업의 특성을 반영한 서비스품질요인을 제시하였다는 점이다. 향후의 연구과제는 두 요인 중 어느 것이 고객충성도에 더 많은 영향을 미치는 지를 분석하는 것이다.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 International Conference
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• pp.885-890
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• 2007

This study is to investigate factors that affect usage change in mobile data service (MDS). In the first, an exploratory study based on 378 survey responses was conducted to learn about important decision factors of MDS usage. It revealed discrepancy between the influencing forces of usage increase and those of usage decrease. Based on the findings from the exploratory study and the two-factor theory, we postulated information quality as the motivator and system quality as the de-motivator (or hygiene) of MDS. Then, a confirmative study was undertaken on their respective role in encouraging and discouraging the usage of mobile data service. A research model was proposed and subsequent hypotheses were empirically tested with partial least square (PLS) based on 478 responses from the users of mobile data service. It was learned that information quality (as a motivator) was positively associated with usage increase in mobile data service, but system quality (as a de-motivator) was not. Also, system quality was negatively associated with usage decrease, but information quality was not. Lastly, their association strength was partially moderated by the type of motivation for using MDS.

• 대한치과기공학회지
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• 제40권3호
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• pp.151-162
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• 2018

Purpose: The main purpose of this study is to develop assessment measures for the quality of service for dental labs. Methods: In order to construct the measure of service quality assessment for dental labs, relevant modifications were extracted around theoretical studies, and the survey was conducted on dental technician workers through internet survey. final scale questions were extracted through exploratory factor analysis and confirmed factor analysis of measurement variables, the demographic characteristics of the subjects and the perceptual difference of dental labs were analyzed for the extracted variables. Results: The final five variants of the interactive factor analysis that include the ability to change employee growth, reliability, responsiveness, materiality, interoperability, confirmatory factor analysis excludes variations in employee growth wages, welfare benefits, by changing its name to network capabilities, the quality of service factors for the final dental labs consisted of five variations: network competence, reliability, responsiveness, materiality and interoperability. Conclusion : The service quality of the dental labs showed that the reliability of the product related to the dental materials and the product production responsiveness related to the production order, the Materiality of the materials and equipment of the dental labs, the Interoperability responsiveness related to dental orders, And the importance of network capability to form a mutual network.

• 한국조리학회지
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• 제19권1호
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• pp.70-84
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• 2013

본 연구는 서울지역의 외식업체에서 소믈리에 서비스를 받아본 고객을 대상으로 소믈리에 서비스품질이 고객의 감정반응과 재방문의도에 미치는 영향에 대해 고찰하였으며, 소믈리에의 서비스품질 요인을 파악하고, 소믈리에의 서비스품질에 따른 고객의 감정반응이 재방문의도에 미치는 영향을 분석하여 소믈리에의 와인에 대한 전문지식, 기술과 경험에 대한 필요성을 제시하였다. 실증연구를 수행하기 위해 확보된 198개의 표본을 바탕으로 탐색적 요인분석, 신뢰도 분석, 회귀분석을 사용하여 총 3개의 가설을 검증하였다. 연구결과, 소믈리에 서비스품질이 긍정적 감정에 미치는 영향은 전문성 요인(${\beta}$=.257, p<0.001), 신뢰성 요인(${\beta}$=.314, p<0.001)과 대응성 요인(${\beta}$=.387, p<0.001)에서 유의한 영향을 미치는 것으로 나타났으며, 부정적 감정에 미치는 영향은 전문성 요인(${\beta}$=-.178, p<0.05)에서 유의한 영향을 미치는 것으로 나타났다. 소믈리에 서비스품질이 재방문요인에 미치는 영향을 분석한 결과는 신뢰성 요인(${\beta}$=.286, p<0.001)에서 유의한 영향을 미치는 것으로 나타났다. 고객의 감정반응이 재방문 요인에 미치는 영향을 분석한 결과는 긍정 감정요인(${\beta}$=.350, p<0.001), 부정 감정요인(${\beta}$=-.195, p<0.01)에서 유의한 영향을 미치는 것으로 나타났다. 이러한 연구결과를 통해 전문가로써의 소믈리에 자질향상을 통한 고객의 긍정적인 감정반응을 도출하여 재방문을 유도할 수 있는 방안을 제시하였으며, 연구의 한계 및 향후 연구방향에 대해서도 논의하였다.

• Journal of the Korean Data and Information Science Society
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• 제18권1호
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• pp.123-139
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• 2007

Recently, Super-Super-Market(SSM) is facing more and more difficult situation due to the expansion of hypermarket and target marketing of specialized shop. In this situation, Customer Satisfaction Management(CSM) is emerging as a core business factor to make continuous growth without competitive exclusion. Especially, the first factor in CSM in distribution industry is a Service Quality Satisfaction. In this paper, with a selection of 3-markets as a sample for the research, I have tried to look for necessary Service Quality(SQ) factors in SSM and deduced Service Quality Index(SQI), loyalty and Index of detail factor in SQ through survey. Based on these results, strategic factors required to improve SQ was found and strategic directions for SQ were proposed through matrix portfolio analysis.

• 한국비블리아학회지
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• 제23권1호
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• pp.215-234
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• 2012

본 연구는 도서관 서비스 품질이 이용자 만족도에 미치는 영향력의 비대칭성 여부를 실증적으로 검증해보고 고객만족도 증진을 위한 개선전략을 도출하는 것을 목적으로 한다. 비대칭성 검증은 Kano의 서비스 3요인 이론을 기반으로 수행하였고, 자료의 분석을 위해 다중회귀분석이 실시되었다. 분석결과 총 22개의 품질 속성 중에서 기본요인(8개), 성과요인(12개), 감동요인(2개)이 도출되었다.

• 동아시아식생활학회지
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• 제14권1호
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• pp.83-91
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• 2004

The purposes of the study was to measure attitude and satisfaction concerning the service quality of university foodservices. The survey was conducted to 500 university students using questionnaires, of which 457 questionnaires were analyzed. A statistical data analysis was completed using SAS programs by the descriptive analysis. The results of the study were summerized as follows: 1) The mean frequencies of visiting the university foodservices per week were higher in males than females. The factor affecting the students on their first choice of the foodservices depended on the distance. The first complaint factor concerning the university foodservices was the taste of foods. 2) The students were not satisfied with the service quality of university foodservices personnels. The actual mean score of the service quality was 3.92 out of 5, but the perceived one was 2.94. Therefore, the satisfaction degree of the service quality was calculated as-0.98. 3) The students were more satisfied with the food quality of contracted foodservice management than that of self-operated one.