• The Journal of Industrial Distribution & Business
• /
• v.14 no.1
• /
• pp.21-28
• /
• 2023

Purpose: This study aims to analysis the difference by Michelin rating in customer satisfaction of restaurant listed in the Korea Michelin Guide. There are opinions that the Michelin Guide's rating system and evaluation criteria are somewhat ambiguous. Research design, data, and methodology: This study collected 145 actual online reviews published on TripAdvisor to examine how the effect of the content attributes of reviews on consumer satisfaction varies according to the Michelin grade. Based on this, two studies were conducted. Study 1 examined the effect of strong and weak positive reviews on consumer satisfaction according to the rating. Study 2 examined the effect of image information on consumer satisfaction. Results: The results revealed that the lower the Michelin rating, the more positive review had a significant effect on consumer satisfaction. The higher the rating, the more image information had an effect on consumer satisfaction. Expectations for Michelin three-star restaurants are higher than those of two-star restaurants, so customers are more likely to be used negatively when writing reviews. Conclusions: Accurate information on Michelin selection criteria should be delivered so as not to form high expectations and not to disappoint. For consumers to be satisfied with the name Michelin, the standards should be stricter.

• 한국노년학
• /
• v.31 no.4
• /
• pp.1067-1081
• /
• 2011

This study aimed to compare job stress and job satisfaction of long-term care staffs caring for demented seniors with rating 3 and physically disabled seniors with rating 1. Survey was conducted upon 212 long-term care staffs in long-term care institutions in Ejungboo, Goyang, and Paju. There were, first of all, statistically significant differences between those groups in the level of overall stress, stress related to service subjects, and stress in service procedures. Regression analyses, secondly, showed that the relationship between job stress and job satisfaction was statistically significant only for long-term care staffs for demented seniors with rating 3. The results suggest that it is necessary to lower the level of stress especially for the staffs caring for demented seniors with rating 3. Furthermore, we need to consider the stress, that the staffs feels in the process of caring for long-term care service beneficiaries, as a important variable for intervention programs to reduce the level of stress among long-term care staffs.

• Journal of Distribution Science
• /
• v.15 no.2
• /
• pp.111-120
• /
• 2017

Purpose - Service employees who work at airline check-in counters in airport are typically employed to undergo emotional labor. Emotional labor of airport service employees is an important managerial issue that must be solved. This study attempts to examine the underlying mechanism of emotional labor on turnover intention. It focuses on the consequences of emotional labor of service employees. The purpose of this study is to examine and empirically test how the two-types of emotional labor(deep-acting & surface-acting) of service employees differently affect the level of their job satisfaction and job stress. It also investigates the relationship between job satisfaction, job stress, and turnover intention. For this purpose, first, this study identified the structural relationship between emotional labor, job satisfaction, job stress, and turnover intention. Second, it investigated the mediating effects of job satisfaction between deep-acting and turnover intention. Research design, data, and methodology - To empirically test these structural relationships among research variables, data were collected by a interview from service manager of domestic airline companies and survey from 179 service employees who are working at single domestic airline check-in counters in airports in Korea using a self-rating questionnaire with total 19 items dealing with emotional labor, job satisfaction, job stress, and turnover intention. To test the research hypotheses, collected data were analyzed by confirmatory factor analysis (CFA) and structure equation model (SEM). Results - This study obtains meaningful research results. The results from this study are as follows. First, deep-acting has a positive effect on job satisfaction, whereas, deep-acting has a negative effect on job satisfaction. Second, surface-acting has a positive effect on job stress, whereas, the effects of surface-acting on job satisfaction did not show statistically significant result. Also, job satisfaction has partial mediating roles to the relationship between deep-acting and turnover intention. Conclusions - Based on the results of this empirical study, emotional labor of service employees is one of the key factors influencing their job satisfaction and job stress. In particular, deep-acting is the important factor in emotional labor to increase job satisfaction and reduce job stress. Finally, theoretical, managerial implications, and research limitations are mentioned in discussion parts.

• The Korean Journal of Health Service Management
• /
• v.12 no.3
• /
• pp.1-11
• /
• 2018

Objectives: The purpose of this study is to evaluate patient experience assessment of inpatients, and to prepare measures to improve the quality level of medical services and guarante patient rights. Methods: The study was conducted among 199 patients admitted to hospitals and general hospitals in the metropolitan area. The analysis method used was crossover analysis, including a comparison of means, and logistic regression analysis. Results: The overall average score of satisfaction with healthcare service was 3.39 for nurses, 3.35 for hospitals and 3.42 for general hospitals. Age at the time of hospitalization affected satisfaction. The overall average score of healthcare service satisfaction was 3.09 for doctors, 3.14 for hospitals, and 3.04 for general hospitals. The factors affecting hospital satisfaction were gender and subjective health status. The factors affecting satisfaction in general hospitals were education, medical department, and hospitalization route. Conclusions: Hospitals should also introduce a systematic management system of general hospitals and strengthen the guarantee of the rights of patients who can improve the quality of medical care through positive communication between medical personnel and patients.

• Health Policy and Management
• /
• v.18 no.3
• /
• pp.1-17
• /
• 2008

The measurement and management of patient satisfaction has become one of the key issues in the last two decades. Hospitals must thoroughly understand the needs of their customers and design products and health services that meet and exceed their expectations. The importance-performance analysis(IPA) is a widely used analytical technique that yields strategies for managing customer satisfaction in a variety of applications. IP A is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. The aim of this study is to develop the management strategies for improving patient satisfaction in university hospitals using the I-P analysis. The attributes on inpatient service quality in 4 university hospitals was investigated using the Martilla and James(l977)' s a mean adjusted I-P grid where the axes of the grid cross at the average rating point of all items. The patient satisfaction questionnaires were completed by 600 hospital inpatients. The main statistical methods are path analysis and IPA with SPSS 12.0 and AMOS 4.0 statistical softwares. The two attributes, physician and medical service, administrative staff kindness attributes position in first quadrant(Keep Up the Good domain). The nurse and nursing service attributes position in second quadrant(Possible Overkill domain). The two attributes, convenience of check-in service, facilities and physical environment position in third quadrant(Low Priority domain). Finally the quality of inpatient service(food etc.) attributes position in fourth quadrant(Concentrate Here domain). These findings show various implications on the development of strategies in university hospitals in the future. It was determined that quality of inpatient service(food etc.) need to concentrate more on investments. These investments include a taste, price, proper provision of food service and quick response of pain management. A low priority was given to investment in streamlining the check-in process of inpatient and hospital facilities and physical environment in the long run.

• Journal of the Korean Dietetic Association
• /
• v.4 no.2
• /
• pp.152-159
• /
• 1998

The purpose of this study was to compare the customer satisfaction index(CSI) between 8 self-operated foodservices and 6 contract foodservices in Pusan and the Kyeung Nam area. There were 438 subjects for self-operated foodservices, and 384 for contract foodservices. The questionnaire was used in this study as a survey method and was concerned with quality of food(Ⅰ)(Ⅱ), sanitation, facilities, information service, and employee sevice area. Data from customers were analyzed by using the $SPSSPC^+$ program, and in terms of frequency, and t-test. The results are as follows; 1. Sanitation was the most important factor in both self-operated and contract foodservices. 2. Contract foodservices showed a higher mean rating in both facilities and employee service than did self-operated foodservices in the satisfaction. 3. In self-operated foodservices, men had a significantly(p>0.05) higher CSI in all areas then women, but contract foodservices did not have this difference. 4. Contract foodservices had a higher CSI in quality of food(Ⅰ), sanitation, facilities, information service, and employee service area, and was also in higher total CSI, than self-operated foodservices.

• Asia Marketing Journal
• /
• v.14 no.1
• /
• pp.1-24
• /
• 2012

Nowadays, customer satisfaction has been one of company's major objectives, and the index to measure and communicate customer satisfaction has been generally accepted among business practices. The major issues of CSI(customer satisfaction index) are three questions, as follows: (a)what level of customer satisfaction is tolerable, (b)whether customer satisfaction and company performance has positive causality, and (c)what to do to improve customer satisfaction. Among these, the second issue is recently attracting academic research in several perspectives. On this study, the second issue will be addressed. Many researchers including Anderson have regarded customer satisfaction as core competencies, such as brand equity, customer equity. They want to verify following causality "customer satisfaction → market performance(market share, sales growth rate) → financial performance(operating margin, profitability) → corporate value performance(stock price, credit ratings)" based on the process model of marketing performance. On the other hand, Insoo Jeon and Aeju Jeong(2009) verified sequential causality based on the process model by the domestic data. According to the rejection of several hypotheses, they suggested the balance model of marketing performance as an alternative. The objective of this study, based on the existing process model, is to examine the causal relationship between customer satisfaction and corporate value performance. Anderson and Mansi(2009) proved the relationship between ACSI(American Customer Satisfaction Index) and credit ratings using 2,574 samples from 1994 to 2004 on the assumption that credit rating could be an indicator of a corporate value performance. The similar study(Sangwoon Yoon, 2010) was processed in Korean data, but it didn't confirm the relationship between KCSI(Korean CSI) and credit ratings, unlike the results of Anderson and Mansi(2009). The summary of these studies is in the Table 1. Two studies analyzing the relationship between customer satisfaction and credit ratings weren't consistent results. So, in this study we are to test the conflicting results of the relationship between customer satisfaction and credit ratings based on the research model considering Korean credit ratings. To prove the hypothesis, we suggest the research model as follows. Two important features of this model are the inclusion of important variables in the existing Korean credit rating system and government support. To control their influences on credit ratings, we included three important variables of Korean credit rating system and government support, in case of financial institutions including banks. ROA, ER, TA, these three variables are chosen among various kinds of financial indicators since they are the most frequent variables in many previous studies. The results of the research model are relatively favorable : R², F-value and p-value is .631, 233.15 and .000 respectively. Thus, the explanatory power of the research model as a whole is good and the model is statistically significant. The research model has good explanatory power, the regression coefficients of the KCSI is .096 as positive(+) and t-value and p-value is 2.220 and .0135 respectively. As a results, we can say the hypothesis is supported. Meanwhile, all other explanatory variables including ROA, ER, log(TA), GS_DV are identified as significant and each variables has a positive(+) relationship with CRS. In particular, the t-value of log(TA) is 23.557 and log(TA) as an explanatory variables of the corporate credit ratings shows very high level of statistical significance. Considering interrelationship between financial indicators such as ROA, ER which include total asset in their formula, we can expect multicollinearity problem. But indicators like VIF and tolerance limits that shows whether multicollinearity exists or not, say that there is no statistically significant multicollinearity in all the explanatory variables. KCSI, the main subject of this study, is a statistically significant level even though the standardized regression coefficients and t-value of KCSI is .055 and 2.220 respectively and a relatively low level among explanatory variables. Considering that we chose other explanatory variables based on the level of explanatory power out of many indicators in the previous studies, KCSI is validated as one of the most significant explanatory variables for credit rating score. And this result can provide new insights on the determinants of credit ratings. However, KCSI has relatively lower impact than main financial indicators like log(TA), ER. Therefore, KCSI is one of the determinants of credit ratings, but don't have an exceedingly significant influence. In addition, this study found that customer satisfaction had more meaningful impact on corporations of small asset size than those of big asset size, and on service companies than manufacturers. The findings of this study is consistent with Anderson and Mansi(2009), but different from Sangwoon Yoon(2010). Although research model of this study is a bit different from Anderson and Mansi(2009), we can conclude that customer satisfaction has a significant influence on company's credit ratings either Korea or the United State. In addition, this paper found that customer satisfaction had more meaningful impact on corporations of small asset size than those of big asset size and on service companies than manufacturers. Until now there are a few of researches about the relationship between customer satisfaction and various business performance, some of which were supported, some weren't. The contribution of this study is that credit rating is applied as a corporate value performance in addition to stock price. It is somewhat important, because credit ratings determine the cost of debt. But so far it doesn't get attention of marketing researches. Based on this study, we can say that customer satisfaction is partially related to all indicators of corporate business performances. Practical meanings for customer satisfaction department are that it needs to actively invest in the customer satisfaction, because active investment also contributes to higher credit ratings and other business performances. A suggestion for credit evaluators is that they need to design new credit rating model which reflect qualitative customer satisfaction as well as existing variables like ROA, ER, TA.

• International Journal of Contents
• /
• v.10 no.3
• /
• pp.1-8
• /
• 2014

In this paper, we collect and analyze the status of mobile phone applications (hereafter apps) in the healthcare and fitness category of the Apple iTunes App Store and Google Play Store. We determine the number of apps and analyze statistical aspects such as classifications, age rating, fees, and user evaluation of the popular items. As of September 30, 2013, there were 236 popular apps available from iTunes. Google Play offered 720 apps. We discover that apps for healthcare and fitness are diverse. Apps for physical exercise have the greatest popularity. The proportions of apps that are suitable for all ages among the Google and iTunes popular apps are 55.8% and 89.4%, respectively. The user evaluation of apps in iTunes is relatively less positive. We determine that the proportion of paid apps to free apps in Google is higher than that of the apps in iTunes. We perform hypothesis tests and find statistically significant differences in age rating and perceived satisfaction between the apps of the Apple iTunes App Store and Google Play Store. However, we find no meaningful differences in the classification and price of the apps between the two app stores. We perform hypothesis tests to verify the differences in age rating and perceived satisfaction between the paid and free apps within and across the Google Play Store and iTunes App Store. There are statistically significant differences in the age rating between the paid and free apps in the Google play store, between the Google free and iTunes free apps, between the Google paid and iTunes paid apps, between the Google free and iTunes paid apps, and between the Google paid and iTunes free apps. There are statistically significant differences in the perceived satisfaction between the Google free and iTunes free apps, between the Google paid and iTunes paid apps, between the Google free and iTunes paid apps, and between the Google paid and iTunes free apps.

• IE interfaces
• /
• v.12 no.4
• /
• pp.496-505
• /
• 1999

Quality of Service(QoS) is the collective effect of service performances and has a direct impact on customer satisfaction. Although QoS is subjective, network performance parameters contributing to QoS can be measured physically. Therefore overall customer satisfaction for each test condition of the performance parameters is evaluated by asking respondents to indicate his or her opinion on a five-category rating scale i.e., excellent, good, fair, poor, and unsatisfactory. The opinion data resulting from the test can then be used to measure and analyze QoS from the customers' viewpoints. In this papaer, we consider two methods for analyzing the opinion data: MOS method and Cumulative Probability Curve method. The former evaluates an arithmetic mean of the opinion scores which quantify the surveyed opinions of respondents. The latter uses graphical and analytical models which are based on the distribution of the opinions rather than an arithmetic mean. The advantages, disadvantages, and an alternative of each method are discussed, together with future directions of research.

• Journal of the Korean Dietetic Association
• /
• v.13 no.1
• /
• pp.15-29
• /
• 2007

This study was designed to : (a) investigate the present situations of a college union foodservice and suggest authority on establishing new college foodservice, (b) estimate the service quality attributes as perceived by students, (c) identify the effecting factor to customer satisfaction, and (d) formulate the plans and marketing strategies for the increasing usage rate of the foodservice in the future. The questionnaire that developed by interviewing student were conducted with 305 male and female students, who were registered for daytime classes. A total of 284 were usable and data was analyzed by the SPSS(ver. 11.0) for the descriptive analysis, factor analysis, reliability test, multiple regression analysis, t-test, and $x^2$. The decrease in the usage rate of college foodservice by the respondents were influenced most by the 'taste of meal' and next by the 'distance'. The service quality attributes of foodservice currently under operation were evaluated above the average only for the 'price' while evaluated generally to be in the lower level of the average or under for others. As the overall level of satisfaction with the college union foodservice, most of the respondents showed the 36% for the ‘dissatisfaction’ and dissatisfied at 54.4%. Two service quality dimensions,"food . sanitation . service" and "price and comfortable environment" were derived from factor analysis and the reasons for decreasing usage rate of the college foodservice both the nearly located group from college union foodservice(NG) and the far away located group from college union foodservie(FG) indicated the ‘poor taste’ and the 'far distance', and the 'evaluation of students' dining room showed a low rating for the factor of "food . sanitation . service". "food . sanitation . service" was analyzed to have more influence to the overall customer satisfaction.