• 한국의상디자인학회지
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• 제19권4호
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• pp.43-58
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• 2017

The purpose of this study was to find the consumer perception and purchasing behaviors of beauty service products based on recent consumer purchasing patterns utilizing social commerce. The research method looked at general characteristics, exploratory factor analysis, reliability T-test, correlation analysis, one way ANOVA, regression analysis of the consumer awareness and purchasing status in the use of beauty social commerce of 228 research subjects in their 20s and 30s residing in Seoul and Gyeonggido. SPSS v. 21.0 was used. The results found the following. First, service quality, interaction, user convenience, and price were set as factors for the validity verification of consumer perception in beauty social commerce. Second, as a result of studying consumer perception regarding beauty social commerce, interaction had the largest correlation while price, service quality, and user convenience followed. As a result of studying the differences according to the general characteristic of gender, user convenience had a larger correlation for female consumers than male consumers. Third, the following was the result of studying purchasing behaviors in beauty social commerce. Among diverse social commerce businesses, Pokemon was the most popular, while among the various coupons available, hair salons were most commonly purchased. The modal value for the number of times consumers used beauty service products was two times a month, and the most popular price ranges were 100,000 KRW or less and 100,000~200,000 KRW. Accordingly, it was observed that social commerce is receiving attention and being considered as the next generation for shopping in the beauty industry. This channel should be well utilized by related industries through the improvement of customer satisfaction, which will lead to repurchases, and consequently result in becoming an actual means for sales in the beauty industry.

• 유통과학연구
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• 제21권1호
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• pp.73-83
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• 2023

Purpose: This study analyzed the influence of restaurant service perception on customer satisfaction and its implications on customers' attitude towards, intention to return to, and word-of-mouth (WOM) regarding a restaurant chain. Research design, data and methodology: Data from 421 respondents were collected using the convenience sampling method. After analyzing the data normality and removing responses with missing data and outliers, 342 responses were selected for further analysis, and the hypotheses were tested using Structural Equation Modeling (SEM). Results: We found that service perception affected customer satisfaction and customer satisfaction affected the customers' attitude toward the restaurant chain, which affected customers' intention to return and WOM about the restaurant chain. Conclusions: This paper provides one of the most important empirical results for managers in the restaurant sector, especially in Indonesia. Restaurant managers should thus provide training to their employees to improve the quality of the interaction with the customers and thereby increase customer satisfaction. The limitations listed in this study include the exclusion of respondents' income. For future research, we suggest investigating models of customer participation or consumer value co-creation for restaurant marketing success. Consumers are generic actors in the service ecosystem engaged in the value co-creation process.

• 한국의상디자인학회지
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• 제4권1호
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• pp.131-141
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• 2002

The present study, first, reviews theoretically previous studies about the concept and quality of services as well as tools to measure the quality. Second, it reviews theoretically previous studies about the concept and quality of special services as well as tools to measure the quality. According to the results of reviewing previous studies on service quality, it is considered that the variance among several researchers concerning the measurements of service quality is affected significantly by factors such as the procedures of data collection and analyses utilized in the studies. In addition, the fact that dimensions are different, or some dimensions are not independent, is highly likely to be based on the unique characteristics of business categories, in addition to research procedures. Accordingly, when measuring service quality in future studies, it may be desirable to adapt measuring tools partially for the characteristics of each service category, and to generalize the adjusted tools over the specific category. Especially studies on the quality of special service have been carried out in limited scope so far. Thus, it is required to develop and refine comprehensive and appropriate criteria and detailed questions to measure the quality of fashion education service. Furthermore, studies are necessary with regard to relations among relevant factors such as customers' satisfaction and perception on education service quality after they experience the services.

• 한국전자거래학회지
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• 제26권4호
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• pp.15-36
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• 2021

국제 항공 시장이 꾸준히 성장함에 따라 항공업계의 경쟁이 더욱 심화되고 있다. 경쟁 우위의 원천을 얻기 위해 서비스의 품질 평가는 필수적이며, 이에 다양한 연구에서 고객 리뷰를 바탕으로 서비스 품질을 측정하는 시도를 지속해 왔다. 그러나 고객 리뷰 데이터를 기반으로 기대와 지각 수준의 차이를 파악하고 전략적 방향을 제시하는 연구는 미흡한 실정이다. 본 연구에서는 항공사 서비스를 대상으로 차원별 중요도를 머신러닝을 통해 측정하고, 차원별 지각 수준을 감성분석을 통해 분석한다. 차원별 중요도와 지각 수준의 결과를 활용하여 항공사별 서비스의 성과를 측정하기 위한 전략 매트릭스를 제시하고, 이를 통해 각 항공사의 품질 분석을 수행한다. 본 연구는 항공사의 고객만족을 결정하는 중요한 요인을 파악하는 동시에, 각 항공사의 현재 서비스 수준을 파악하는 틀을 제시함으로써 서비스 품질 평가의 중요한 도구로 활용될 수 있다.

• 대한지역사회영양학회지
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• 제10권6호
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• pp.943-951
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• 2005

The purposes of this study were to analyze the gap between foodservice personnel and inpatients, to urge foodservice providers to reconsider by identifying the problems in service delivery for customer satisfaction, and to deduce the priority for foodservice quality improvement. The results of this study can be summarized as follows : the average perception score of personnel (4.32 out of 5) was higher than that of customers (3.90). In particular, the customers' perceptions of 17 attributes, which included 'removal service of tray by foodservice personnel', 'nutrition and health-related information service', 'handling inpatient's complaint ASAP', 'delicious meals' and 'salty enough meals' and so on, was significantly lower than personnel's. Both service providers and customers perceived that 'personnel attitude' was the highest and 'meal quality' was the lowest among the 4 factors, but there was significant difference on 'meal quality'(p < .001), 'customer reception' (p < .001) and 'personnel attitude' (p < .05) between the two groups. As a results of quadrant analysis, 'removal service of tray by foodservice personnel', 'handling inpatient's complaints ASAP' and 'meal service according to doctor's orders were categorized into Quadrant A with meaning of high personnel's perceptions and low customers'. Therefore service providers have to perceive the gap between the two viewpoints and grant priority to these attributes in improving foodservice qualify. (Korean J Community Nutrition 10(6) $943\∼951$, 2005)

• 산업경영시스템학회지
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• 제27권3호
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• pp.66-74
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• 2004

In this paper the authors presents a new method, named FR-SERVQUAL, of evaluating perceived service quality in Public Sectors, using triangle fuzzy numbers and semantic differential scale. By conventional quantification methods, it is not easy to express the notion of a linguistic variables and customers' subjective judgements. In contrast to the conventional PZB methods which express the customers' perception of quality as a function of gap between the expected and perceived service, this paper suggests to use the ratio of the two. Through an application example, this paper shows that the current FR-SERVQUAL approach provides a more realistic way of measuring service quality compared to existing methods.

• 마케팅과학연구
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• 제10권
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• pp.91-110
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• 2002

본 연구에서는 기업이 준거가격 광고의 단서에 대한 이론을 적용하여 소비자들에게 어떻게 효과적으로 커뮤니케이션 해야 할 것인지에 초점을 두고 있다. 여러 서비스산업 중 여행상품을 대상으로 정보유형을 조절변수로 하여, 가격단서(외적 준거가격)와 지식수준의 독립변수가 소비자지각의 종속변수에 어떠한 영향을 미치는지에 대해 살펴보았으며, 이러한 변수들의 관계를 이용하여 외적 준거가격의 제시여부와 지식수준의 높고 낮음, 긍정적 정보와 부정적 정보제공을 통한 8개 집단간의 요인실험설계(factorial design)를 실시하였다. 연구결과 서비스의 준거가격 광고에서 가격단서(외적준거가격)를 제시받은 소비자들이 미제시한 소비자들보다 가격-품질지각이 높아지고, 서비스에 대한 지각가치를 높게 지각한다는 사실이 발견되었다. 또한, 긍정적인 정보보다는 부정적인 정보에 노출되었을 때, 지식수준이 낮은 소비자는 지식수준이 높은 소비자보다 가격-품질지각이 높게 나타나는 것을 확인활 수 있었다.

• 한국생활과학회지
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• 제21권2호
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• pp.389-405
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• 2012

The purposes of this study were to investigate students' perception on importance and performance of service quality of university foodservice, and to examine Importance-Performance Analysis(IPA) of foodservice quality for male and female students. A total of 500 university students in Daejeon were surveyed and 432 responses were returned. Excluding responses with significant missing data, 412 responses were used for data analysis. In terms of importance of service quality attributes, 'sanitation(4.74)' category received the highest score, followed by 'food(4.36)', 'service(4.22)', 'convenience(4.01)', 'menu(3.90)' and 'atmosphere(3.73)'. In terms of performance, the highest service quality attribute was associated with 'convenience(3.30)', followed by 'service(3.06)', 'sanitation(2.95)', 'food(2.88)', 'atmosphere(2.79)' and 'menu(2.68)'. As the results of IPA, 'staff's kindness', 'overall quality of service', 'taste of the food', 'freshness of the food', 'overall quality of the food', and 'cleanliness of the facility' fell into the Quadrant IV(Focus here) for female students. On the other hand, male students' IPA grid illustrated that 'taste of the food', 'freshness of the food', 'nutrition of the food', 'sanitation of the food', and 'sanitation of the utensils' fell into Quadrant IV(Focus here).

• 가정과삶의질연구
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• 제24권6호
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• pp.47-60
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• 2006

The purpose of this study was to find out which factors can affect customer satisfaction in the life insurance industry. Specifically, it was designed to investigate whether there were significant differences in the perceived service quality according to demographic characteristics to investigate whether there was a significant relationship between each service quality type and consumer satisfaction and to investigate whether the location in demographic characteristics serves to moderate the links between the perceived service quality and customer satisfaction. Data were collected from insurance subscribers living in Seoul and the Gyeonggi-do area and 364 questionnaires were taken into account in the analysis. Major findings of this study were as follows: First, there were significant differences in the perceived service quality according to demographic characteristics. Second, there were significant differences in customer satisfaction according toeach service quality type. Finally, the location in demographic characteristics did serve to moderate the links between the perception of service quality and customer satisfaction.

• 한국IT서비스학회지
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• 제20권2호
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• pp.111-126
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• 2021

A Kano model was used to classify the quality attributes of the service robot function for actual deployment that can support and replace bank employees. Quality attributes for a total of 6 dimensions and 23 service elements were divided into bank employees and customer groups, and service priorities were derived after comparative analysis. The Decision tree model was used to supplement the excessive simplification of quality attributes by the modest number of Kano models and to classify and predict by segment market. Of the 23 services, 16 were classified into the same attributes in both groups. 6 services classified as combination attributes used a Decision tree to identify differences in perception of quality attributes among groups. In terms of basic financial services and professional financial services, it was confirmed that bank employees feel financial service robots more attractive than ordinary customers. In the design of IT convergence service, we propose a methodology for deriving quality attributes by combining a Kano model for classifying quality attributes of two groups and a Decision tree for forecasting subdivision markets.