• 무역학회지
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• 제46권4호
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• pp.17-37
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• 2021

This study aims to examine the effects of experimental attitudes and perceived personal information protection on satisfaction and loyalty for Chinese consumers who use unmanned convenience stores. The important results of this study are as follows. First, consumers' perception of the experimental servicescape of unmanned convenience stores in China has an effect on the consumer's experimental attitude. Consumers' perception of experimental diversity in unmanned convenience stores in China has an effect on the consumer's experimental attitude. Second, consumers' perception of the information quality of unmanned convenience stores in China has an impact on the consumer's personal information protection. Consumers' perception of the service quality of unmanned convenience stores in China has an impact on consumer's personal information protection. Third, consumers' perception of personal information protection in unmanned convenience stores in China has an effect on the consumer's experimental attitude. Fourth, consumers' perception of personal information protection in unmanned convenience stores in China has an effect on consumer satisfaction with experiments. Consumers' perception of the experiment attitude of unmanned convenience stores in China has an effect on the consumer's satisfaction with the experiment.

• 한국식생활문화학회지
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• 제17권1호
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• pp.49-56
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• 2002

The purpose of this study was to analyze staff satisfaction with staff foodservice in hospitals. The study compared the hospital staff's expectations and perceptions of foodservice. The quality satisfaction values were indicated as the differences between their expectations and perceptions. The subjects were 643 hospital staff in 11 Daegu . Kyungpook hospitals. Written questionnaires were used to collect the data. The completion rate was 76.9%. There were 17 attributes for foodservice quality, which were divided by factor analysis into four main quality factors; sensory, nutrition, sanitation and service. The high expectation and low perception items on the expectation and perception grid were: seasoning of the meals, taste of the meals, variety of the menu, nutritional considerations, cleanliness of the dishes, and prompt handling of meal complaints. On all the attributes measured, expectations were higher than perceptions. The quality satisfaction values were all negative. There were highly significant(p<0.001) correlations between quality satisfaction and variety of the menu(r=0.783), nutritional considerations(r=0.770), prompt dealing with meal complaints(r=0.762), cleanliness of meals(r=0.689), and courtesy of employees (r=0.653). There is a need to improve taste, menu variety, nutrition, sanitation, speed of handling meal complaints, and courtesy.

• 대한간호학회지
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• 제29권2호
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• pp.383-392
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• 1999

Recently, the hospitals in Korea has positively changed one way or another. Therefore hospital managers must focus on the nurses' role in terms of consumers' perception of overall image of hospitals and the degree of satisfaction of the consumers. To achieve the purposes, the questionnaire was developed and distributed to 280 people who had a direct experience with nursing services subjected hospitals in Seoul at the time of screening. Among them, 229 responses were turned out to be useful and used for final analysis. The measurement instrument for hospital nursing service quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). For data analysis, SPSS/PC and PC-MDS program were used. The results were as follows : 1) The perception map showed that the seven subjected hospitals were divided into three groups. It could be interpreted that the hospitals in the same group had a strong competitive relationships. Because the nursing services' scores of hospitals C and E were higher than those of other hospitals, they could be served as a benchmark for the other hospitals. 2) The marketing place of hospital nursing services was divided by four. Since service generally had a strong point in nearby service market segment. Aiming an nearby hospital nursing services market segment by the hospital nursing services department was regarded as a good repositioning strategy. 3) When consumers evaluated the quality of hospital nursing services, they were greatly affected by the hospitals' overall image or other characteristics. Therefore, for improving hospital's nursing services, hospital nursing services department requires a great deal of labor to improve hospitals' overall image or other characteristics.

• 품질경영학회지
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• 제47권4호
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• pp.755-765
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• 2019

Purpose: Chatbots are widely diffusing across various industries to substitute human manpower in the industry. However as researchers only develop technology that is applied to chatbot, the diffusion is slow in progress. The purpose of this study is to propose useful implications to accelerate diffusion of chatbots across industries by analyzing the perception of customers. To achieve the research purpose this study analyzes causal effect relationship between characteristics of chatbot character, service quality, individual difference, and intention to use chatbot. Methods: This study developed a survey that contains various questionnaires for each construct based on literature review. Data collected through survey was tested for convergent validity and discriminant validity and further analyzed the relationship using PLS-SEM method to verify hypotheses. Results: Trustworthiness of the chatbot character, ease of use, application design, responsiveness, customization, assurance, inertia, and previous experience have significant influence on forming user satisfaction, consumer trust, and intention to use. The others, likability, appropriateness, technology anxiety, and need for interaction were not significant in this research. Conclusion: Although the constructs of the research model was significant in previous literatures, some do not have significant effect on intention to use chatbots. Based on the results, chatbot managers will be able to develop chatbot systems which are more appealing to users and more academic researchers will focus on analyzing user perception and intention.

• 품질경영학회지
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• 제37권4호
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• pp.87-99
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• 2009

Medical tourism is a contemporary phenomenon which has its root in both tourism and health service. Especially, Korea's medical tourism market has grown dramatically after activation of foreign patient attraction law. The purpose of this study is to find out which is the most influential factors among political, economic, relative and national image in case of Japanese tourists when they purchase Korean medical tourism. This study estimates the Japanese tourists' Trust in the Korean health service quality and tourism service quality. It means perception of medical tourism. The results are as follows; The political, relative and economic image not have any significant influences on tourism service and trust in health service quality. And just the national image has a positive influence on tourism service and trust in health service quality. Tourism service quality is related with trust in the health service quality. Trust in health service quality is only related with purchase intention of medical tourism. The implications of this study are: First, the national image factors such as thoughtfulness, high education and polite attitude should be utilized as a Korea medical tourism marketing strategy to differentiate itself from the other foreign country in Japan. Next, the differentiated national image in Japan will be the most important factors for Korean hospital and tourism companies to attract medical tourists.

• 한국프랜차이즈경영연구
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• 제12권1호
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• pp.21-34
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• 2021

Purpose: This study examines the structural relationship between perceived quality, relationship quality, and revisit intention in the context of coffee shop. In this model, perceived quality consists of product, service, and experience quality, and relationship quality consists of satisfaction, trust, and commitment, and performance consists of revisit intention. More specially, this study identifies whether perceived quality plays a mediating role in the relationship between perceived quality and relationship quality and the direct/indirect effects of perceive quality on intention to revisit. Research design, data and methodology: The survey was conducted from September 1 to 30, 2019. The data were collected from 320 respondents and analyzed using structural equation modeling (SEM) with AMOS program. Results: The findings are as follows. First, quality perception of coffee specialty stores had a statistically positive effect on relationship quality, indicating supports H1. Therefore, customers can know that they are aware of the quality of coffee specialty stores, including quality of service and experience as well as products, and that they form relationship quality with coffee specialty stores. Second, relationship quality between coffee shops and customers had a significant positive effect on performance. Thus, H2 was supported. The results show that if the coffee shop does not consider relationship quality as important, customer loyalty decreases, the number of customers decreases, and the number of customers who switch to another coffee shop increases, which can lead to a threat to the coffee shop. Third, in the case of hypothesis H3, it was found that there was a partial mediating effect of satisfaction and trust between quality perception and reuse intention of coffee specialty stores, so hypothesis H3 was partially supported. As commitment appears to have no mediating effect, it can be said that customers who use coffee shops are not only difficult to maintain as regular customers of a particular coffee shop, but also have ample room to move to other coffee shops. Conclusions: Although many scholars point out the importance of service quality, few studies were conducted in the context of the Korean food service industry (including coffee shops). From this perspective, this study tested several hypotheses that the quality (product, service, experience) perceived by customers can have a positive effect on relationship quality and performance (re-visit intention), either directly or indirectly. The findings of this study demonstrate that if the manager of a coffee shop understands the characteristics of quality perceived by customers and the role of relationship quality, the effect of quality perceptions on customers can be maximized in order to maintain the relationship with customers.

• 한국문헌정보학회지
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• 제58권2호
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• pp.289-316
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• 2024

본 연구는 3차원 서비스품질 모형을 적용한 공공도서관 서비스품질이 이용자 만족도와 이용자 충성도에 어떻게 영향을 미치는가를 파악하기 위해 연구모형을 설계하고 검증하였다. 이를 위해 지역 및 도서관 특성을 고려하여 서울 및 경기도 21개의 공공도서관에서 이용자 설문조사를 실시하여 유효표본 353부를 연구에 사용하였다. 분석 결과, 서비스품질의 물리적환경품질(PQ), 상호작용품질(IQ), 결과품질(OQ)은 이용자 만족도(US)에 영향을 미치는 것으로 나타났다. 서비스품질의 결과품질(OQ)은 이용자 충성도(UL)에 영향을 미치는 것으로 나타났다. 이용자 만족도(US)는 이용자 충성도(UL)에 영향력이 있음을 파악하였다. 이용자 만족의 선행요인으로 품질의 향상은 이용자의 만족도 향상에 직접적으로 영향을 주고, 이용자 충성도에 영향을 주는 핵심요인은 이용자 만족도이며, 서비스 결과에 대한 품질 인식은 이용자 만족도와 이용자 충성도에 직·간접적으로 영향을 주었다. 변화하는 공공도서관 이용자의 욕구에 대한 대응을 할 수 있는 연구가 활발히 이루어져야 할 것이다.

• 한국도서관정보학회지
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• 제41권4호
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• pp.127-150
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• 2010

본 연구는 대학도서관 인적 서비스에 대한 대학생들의 인식정도, 신분별 상관성, 전반적인 도서관 만족도와의 영향관계를 검증하고, 품질 인식의 괴리 원인 분석과 개선안을 제시하고자 한다. 인식도의 분석결과, 이용자의 현행서비스에 대한 인식은 아주 낮고, 서비스 품질은 최소한의 수준에도 미치지 못하였다. 품질 요인에서 희망수준이 높은 것은 미소장자료의 신속한 입수와 공손함이었고, 희망수준과 괴리가 큰 요인은 충분한 주제전문서비스와 자발적인 도움이었다. 서비스 품질은 도서관 만족도에 영향을 주었으며, 주제전문서비스, 이용자 요구의 정확한 이해, 예의바르고 공손함이 영향을 많이 주었다. 인식 괴리 원인은 사서들의 무관심, 질문응답의 의욕부족, 커뮤니케이션의 부족, 이용자에 대한 배려 부족 등이었다.

• 대한간호학회지
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• 제46권3호
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• pp.364-374
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• 2016

Purpose: This study was performed to investigate the relationship among reciprocity, emotional labor, nursing service quality and intent to leave, and to identify factors influencing nursing service quality and intent to leave. Methods: This study was a cross-sectional survey. Participants were 300 nurses working at five general hospitals in two provincial cities in Gyeongsang Province, Korea. From May 1 to June 30, 2014, data were collected using structured questionnaires and analyzed with SPSS/PC ver 20.0 programs. Results: There were relationships between reciprocity and nursing service quality, and intent to leave, and between emotional labor and intent to leave. Participants' general characteristics, reciprocity and emotional labor explained 48.4% of variance in nursing service quality and participants' general characteristics and these two independent variables explained 31.9% of intent to leave. Conclusion: These findings indicate that from the perception of hospital nurses, reciprocity and emotional labor are both very important factors to improve the quality of nursing service and decrease the intent to leave. So nursing managers should try to develop various personnel management programs focused on human emotions, and create a mutual respectable organizational culture and work environment.

• The Journal of Asian Finance, Economics and Business
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• 제7권9호
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• pp.499-504
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• 2020

Service quality of any institution is a pull factor for attracting and retaining the customer. The present study examines the customer satisfaction level toward the quality of service offered by the Islamic banks in Oman. It also aims to find out which dimension influences customer satisfaction more concerning the other dimension chosen for the study. To fulfil the need of the study, a structured questionnaire is distributed amongst 100 customers of Islamic banks. The random stratified sampling technique is used for the collection of the data. The collected data is analyzed using the correlation and the multiple linear regression techniques. The result of the study indicates that timely service provided by the banking personnel has a mean score of 4.57, bank staff readiness to serve the customer has a mean score of 4.36, and the security of the banking operation has a mean score of 4.37 occupies the highest rank in their respective dimension chosen for the study. The study reveals that all three dimensions of quality of service represented by Services Reliability, Services Responsiveness and Services Security have a positive and significant correlation with customer satisfaction. The regression results also indicate that all three dimensions influence customer satisfaction of the Islamic banks.