• Journal of Korea Society of Industrial Information Systems
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• v.17 no.4
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• pp.99-114
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• 2012

Mutual savings banks have today met many difficulties because of various reasons. To overcome these difficulties, they have to change to be more customer centric and to adopt customer satisfaction management so that they can satisfy customers asking for diversified and professional service. This study aims to investigate the relationship between various dimensions of service quality and service performance such as customer satisfaction, customer trust, and repurchase intension. This study categorized service quality as interaction quality, outcome quality, and physical environment quality. Moreover, this study examined whether interest sensitivity and bank reputation had the moderating effects between service quality and service performance. The study results may provide practitioners and researchers in financial industry with some implications and guidelines for mutual savings banks' competitiveness.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.33 no.1
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• pp.121-131
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• 2010

Technological innovation depends on the quality of workers, whose ability is the key component to raise business competitiveness. Our study evaluates how satisfactory is the training of workers at small and medium sized firms, and suggest how to improve upon it. We show the theoretical framework for the relation between customer satisfaction and their behavioral intent on the one side, and factors of training service quality. Our result show: (1) Factors affecting customer satisfaction are, in descending order of importance, expertise, policy, follow-up service, attitude and behavior, and convenience. (2) Contrary to established views on the service quality, satisfaction for training would not be the prerequisite variable for intent to act, in case of training service quality. (3) Satisfaction level for training depends on the type of organization in charge of training (government, university, or private sector.) It also varied among different types of business (L-type, A-type, and J-type.) Small and medium sized firms find it difficult to commit to training education due to lack of money and manpower. The recent expansion of free training service would address part of this problem. On the other hand, the outfit in charge of training could boost service quality by customizing their training program to the type of business they cater to.

• Journal of Korean Society for Quality Management
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• v.36 no.4
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• pp.37-46
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• 2008

There are big differences in six sigma projects between manufacturing processes and transactional/service processes. This paper analyzed the differences between the two areas by examining 18 six sigma case studies in Korean companies. To characterize six sigma case studies, step-by-step questions and check criteria were developed based on 12 step DMAIC methodology. On the basis of those characterized data, the differences between two areas were analyzed. Significant differences were found in the number of CTQs, validation of measurement systems, methods to determine improvement objectives, the methods to elicit improvement plans and types of control systems. The most significant difference was that statistical tools were widely used in manufacturing processes, but qualitative tools were used in transactional/service processes during improvement phase.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.4
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• pp.84-91
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• 2013

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

• Management & Information Systems Review
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• v.3
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• pp.99-131
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• 1999

The purpose of this study is to investigate relational benefits affecting the relationship quality and the existence of differences to which relational benefits are most important to the customers across the type of services that customer buys and customer's relationship orientation in how they orientate their relationships with service firms. The results of this study are summarized as follows: First, all relational benefits, economic, social, psychological, functional benefits, is related the relationship quality. Second, There is a difference in the perceived relative importance of relational benefits that customers will lead to the establishment of a long-term relationship across the type of service. The more service is customized, the less economic benefits affect relationship quality and the more psychological benefits affect relationship quality. however there isn't a difference in the effect of functional benefits on relationship quality across the types of service, functional benefits are a important benefits both situations. Third, There is a difference in the perceived relative importance of relational benefits that customer will lead to the establishment of a long-term relationship across customers. The more customers orientate their relationships with service firms, the more psychological benefits affect relationship quality. The less customers orientate their relationships with service firms, the more economic and functional benefits affect relationship quality. However there isn't a difference in the effect of social benefits on relationship quality across customers. In addition to, relationship orientation is related to demographic facets such as sex-type, age and income. Male is higher relationship orientation than female. The more customers are older, the more they orientate their relationships with service firms and the more customers have income, the more they orientate their relationships with service firms.

• Asia pacific journal of information systems
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• v.34 no.1
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• pp.1-25
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• 2024

Consumer demand for e-commerce services has skyrocketed due to the introduction of social distancing standards and lockdown measures that countries have taken to combat the pandemic. There has been a notable surge in the popularity of on-demand delivery services, with a significant influx of new users turning to the e-platform for assistance. This research paper tries to identify the enablers of E-commerce Utility and Service Quality and establish a connection using total interpretive structural modelling (TISM). Enablers are the building blocks for providing customers with an enhanced and more consistent service experience contributing to service quality. The enablers and the linkages thus established hold valuable insights for e-commerce marketers, aiding them in effectively reaching their customers, and achieving desired growth outcomes. The TISM- based model and the MICMAC analysis identified two barriers; website design and personalization as the decisive attributes of e-commerce service quality, possessing strong driving power and weak dependence. Furthermore, the factors of reliability, responsiveness, information, and ease of use form the linkage zone, indicating that any action taken on these factors would not only influence other factors but also have a reciprocal effect on them.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.4
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• pp.169-181
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• 2007

This paper investigated the role of transportation in increasing logistics service quality and effect of logistics service quality on the long term orientation of the supply chain partnership. Four primary dimensions were identified through a comprehensive literature review. The common dimensions included information sharing, the sharing of risks and rewards, cooperative continuous improvements on cost reductions and increased quality. The results of the data analysis indicated that transportation were perceived to play an important role in logistics service quality that effecting on the long term orientation. This provides useful insight for making further conclusions concerning the actual roles of transportation within partnerships.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.27 no.1
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• pp.15-23
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• 2004

As the family's revenue and the preference for the quality of life increase, outdoor food and meal industry is rapidly growing up in Korea. Thus employee's service quality is much more necessary in this industry This paper reviews the relationship between the leadership and the service quality. Samples collected from restaurant employee were 571 cases and were analyzed to test the relationship between the leadership factors and the service quality factors. Statistical results showed that the leadership influences to the tangibility and the empathy among service quality factors more than to other factors. And the transformational leadership style is more effective than transactional leadership style.

• Journal of Korea Society of Industrial Information Systems
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• v.22 no.3
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• pp.95-107
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• 2017

This Study Categorized Service Quality of Banks into Interaction Quality, Physical Environment Quality, and Outcome Quality, and Proposed a Structural Model for Each Dimension of Service Quality on Customer Satisfaction, Persistence Intention and Cross-buying Intention, and Conducted an Empirical Analysis on the Customers who Use Banks. First, it was Confirmed that Three Dimensions of Service Quality Physical Environment Quality, Interaction Quality and Outcome Quality are One of the Sources that Form the Customer Satisfaction for Banks. Second, the Higher the Perceived Bank's Interactive Product Quality, Outcome Quality, and Physical Environment Quality Perceived by Customers Using Bank, it's Shown to have more Positive Effect on Customer Satisfaction, and the Effect Size was Shown in Order of Interaction Quality, Physical Environment Quality, and Outcome Quality. Third, Customer Satisfaction on Bank Services was Shown to have a Positive Effect on Relationship Intention and Cross-buying Intention. Finally, Based on the Results of this Analysis, the Implications of this Study and Future Research Directions were Presented.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.33 no.1
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• pp.59-70
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• 2010

This paper reorganized five service qualities dimensions of ski-resorts, then derived the improvement priority order of the service quality through a satisfaction measure considering the importance. There're more competitive situations to guarantee customers using the skies and snowboards is a major sports in winter season. In these competitive environments, this paper's going to propose a predominant-competitive strategies for improving the service quality of ski-resorts. This study measured the satisfaction considering the importance of service quality target on customers has an experience ski resort service quality to improve ski resort service quality. This study using Performance Model decide a priority order about a particular item improvement, then is going to present a guideline that can improve the service quality more exactly. As a result of the study the factors that is important to the customer were prime physical factor, access, assistance physical factor, staff service and assistant service, an improvement priority order were accommodation and eating-drinking facilities, waiting time of a slope and lift/gondola, entertainment/shopping facilities in the resorts, equipment rental and lift fare.