• Journal of Korean Society for Quality Management
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• v.36 no.2
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• pp.45-58
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• 2008

The importance of quality logistics service to the enterprises has kept growing considering the fierce competitions. It also asks for the sound definition and the scale explaining the construct of logistics service quality. The current study attempted to identify the construct of logistics service quality and develop the scale to measure it. Various qualitative and quantitative methodologies have been employed in order to provide the solid theoretical and psychometrical foundation of the proposed scale. In so doing, the conceptual definition of Logistics Service quality has been proposed and the 127-item scale measuring the construct of logistics service quality has been developed and found to be reliable and valid.

• Journal of the Korean Institute of Landscape Architecture
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• v.22 no.2
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• pp.25-38
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• 1994

Service quality is defined as the perceived difference between performed service and expected service. In this paper, theme park service quality is conceptualized in relation to consumer's total satisfaction on theme park visitation. A 20-item scale was constructed to measure Theme Park Service Quality. The following four steps were employed in developing the service quality measure: 1)identification of service quality dimensions, 2)development of scales from a set of items describing the dimensions, 3)empirical verification of the scale's construct validity which refers to dimensionality, convergent validity, and nomological validity, and 4)confirmation of the utility. The scale was found to be an empirically valid and reliable evaluation tool for service quality enhancement. In addition, the scale would be an useful criterion for market segmentation and positioning.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.45-61
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• 2004

This study is to identify the differences in service quality for the 2nd-scale hospital Industries. The subjects of this survey for the empirical analysis are limited to the 2nd- scale hospitals in Korea: data are collected in Seoul, Incheon and Kyungki areas. The results are as follows. First, the efficiency for hospital operations confirmed the differences in bed scale. Second, the high-efficiency hospitals attach importance to efficiency with more than 100 bad scale and the low-efficiency hospitals attach Importance to service quality with less than 100 bed scale.

• Journal of Distribution Science
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• v.12 no.11
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• pp.101-111
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• 2014

Purpose - This study aims to verify the construct of the service quality suitable to the characteristics of the business center, to develop the scale that can measure the service quality objectively, compare the diverse business centers in Korea, and present desirable methods of business center management and operation. Research design, data, and methodology - In the first stage, literature research and focus group interviews with current users and actual business experts of business centers were conducted. In addition, 69 early stage scale items were derived. In the second stage, a Delphi survey was conducted on the experts of business and academic circles. The measurement items in the early stage were supplemented and revised. The content validity rate (CVR) of 69 measures was computed and then the experts' opinions were used. As a result, the business center service quality scale, made up of 9 organizing factors and 36 measurement items, was constructed. In the third stage, a survey was conducted on the occupants who were currently using the business center. It was to confirm if the developed business center service quality scale could be actually utilized. The data of 435 samples collected were used. To refine the scale items, the exploratory factor analysis (EFA) was conducted repeatedly. Results - The business center service quality scale, made up of 8 factors and 33 items, was developed again. The 8 factors are reliability, speed, kindness, specialty, responsibility, appearance, convenience, and public interest. The reliability coefficient (Cronbach's Alpha) of each factor is greater than .7. Thus, it was confirmed that there was reliability in the measurement items. Further, the model suitability was verified using the confirmatory factor analysis (CFA), and the convergent validity and the discriminant validity were verified. This proved the construct validity. Through this process, the Korea Business Center Service Quality Scale was developed. Based on factor analysis, the developed business center service quality (BCSQ) scale consists of 4 aspects, 8 factors, and 33 items, comprising the "process quality" aspect: reliability (3 items), speediness (4 items), kindness (3 items) factors, the outcome quality aspect: expertise (3 items), responsibility (5 items) factors, the environment quality aspect: appearance (5 items), convenience (3 items) factors, and the public interest aspect: public interest (7 items) factor. However, according to CFA, the BCSQ scale consists of a total of 4 aspects, 8 factors, and 33 items, comprising the "process quality" aspect: reliability (3 items), speediness (3 items), kindness (3 items) factors, the outcome quality aspect: expertise (2 items), responsibility (4 items) factors, the environment quality aspect: appearance (3 items), convenience (2 items) factors, and the public interest aspect: public interest (3 items) factor. Conclusions - The BCSQ scale could serve as a diagnostic tool that will allow business center managers to determine service areas that are weak and in need of attention, and to improve the service quality of the business center.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.182-197
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• 2004

In this paper we propose a new method of evaluating customers' service quality using triangle fuzzy numbers and semantic differential scale. These two parameters are useful for quantifying the customers' linguistic variables and subjective judgements. We define the Service Quality(SQ) as the ratio of the expected and perceived service and address the Agreement Rate(AR) calculated from the hamming distance in order to define the Service Rate(SR) as the geometric mean of the SQ and AR. Using the SR in the analysis of service attributes provides more appropriate to measure the customers' service quality and to establish a creative service policy for competitive service quality improvement.

• Journal of the Korean Dietetic Association
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• v.13 no.2
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• pp.138-156
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• 2007

The purposes of this study were to a) measure the service quality attributes of foodservice type such as school foodservice, hospital foodservice and business & industry(B&I) foodservice, managed by contract management company(CMC), b) compare with service quality attributes by CMC scale, c) analyze overall customer satisfaction(CS) by the foodservice type and the CMC scale, and d) identify the effect of service quality attributes on an overall CS by the foodservice type and the CMC scale. The questionnaires were handed out to 6,620 customers of 207 school, 38 hospital, and 86 B&I foodservices in 108 CMCs. The statistical data analysis was completed using SPSS Win(ver 12.0) for descriptive analysis, t-test, reliability analysis, and multiple linear regression analysis. From an analysis on service quality attributes, 'proper arrangement of table and chair at hall distribution(3.53)', 'operation of nutrition education(3.50)' were highly perceived to student, 'correctable serving(4.08)', 'serve at fixed distribution time(4.08)', 'kindness of serving employee(4.04)' were highly perceived to patient, 'employee's kindness(3.84)' were highly perceived to customer of B&I. In comparison of service quality attributes by CMC scale, most scores of large enterprise(LE) were significantly higher than small and medium sized enterprise(SME) in school foodservice, hospital foodservice and B&I foodservice. Overall CS levels were 3.53 out of a maximum 5 on B&I, 3.46 on school, and 3.44 on hospital and were evaluated differently CS score by CMC scale. Finally, regression results for the effects of service quality attributes on overall CS by each of foodservice type were identified significantly different service quality attributes by foodservice type such as school, hospital, B&I(p<.001) and by CMC scale. For considering the goal of enterprise on profit-making through CS and the needs of customer on CS at moment of truth(MOT), the findings should be applied to the CMC and the foodservice industry.

• Journal of Korean Academy of Nursing Administration
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• v.9 no.2
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• pp.251-264
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• 2003

Purpose : The expectations are defined as desired expectations in initial SERVQUAL scale(1985, 1988), but in modified SERVQUAL scale(1991), are defined as a feasible ideal point expectations. In assessment of nursing service quality by SERVQUAL scale, the definitions of expectations is important problem. The purpose of this study was to compare the feasible ideal point expectations with the desired expectations in assessment of nursing service quality using SERVQUAL scale. Methods : The subjects were 256 inpatients at 4 general hospitals in Jeju-do(123 for feasible ideal point and 133 for desired). The data were collected by two types of self-reporting questionnaires to measure the feasible ideal point and desired expectations. For data analysis, t-test, multiple regression, and comparative analysis of multiple Rs via Fishers Z transformation. Results : Compared with the SERVQUAL scores, the feasible ideal point expectations better explained the variations of the overall consumer satisfaction($R^2$=O.33) than the desired($R^2$=O.25). Conclusion : The feasible ideal point expectations were more suitable to the assessment of nursing service quality using SERVQUAL scale. It will be need to explore the conceptual definitions of expectations using SERVQUAL scale in different settings. Also, further study needs to be conducted to compare alternative service quality measurement scales.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.231-247
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• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• The Journal of the Korea Contents Association
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• v.6 no.9
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• pp.174-184
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• 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.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.227-244
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• 2009

This study was conducted to develop a multiple-item scale for measuring the food service quality in the restaurant industry. For developing the scale, Kelly Repertory Grid Methods were conducted. Collected data of food service quality were analyzed with the reliability analysis and the factor analysis of SPSS 12.0 and the 3rd-order confirmatory factor analysis of LISREL 8.70. The food service quality model of this study is conceptually based on the Brady and Cronin(2001)'s hierarchical approach to the service quality model. The hierarchical model of the food service quality which comprises three constructs of the physical environment quality, the interaction quality and the food quality as a primary dimension. The hierarchical approaches to the food service quality help overcome the limitations of the SERVQUAL model for which some arguments have been made that it lacks a clear division between the dimensions and its subsequent overlapping between them.