• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.65-77
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• 2006

This study try to find the service quality factors of internet-based lecture and in-class lecture on the university level. The service quality factors of internet-based lecture are information quality and system quality factors which affect education service value, and customer satisfaction. This affects the service performance. The service quality factors of in-class lecture are tangibility, reliability, responsibility, assurance and empathy factors also affect education service value and customer satisfaction. This leads to service performance. This result will be helpful to enhance the service quality of university level lectures.

• Culinary science and hospitality research
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• v.11 no.3 s.26
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• pp.40-55
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• 2005

The purpose of this study was to understand the effect of customers' repurchase intention, extract important factors, systematically analyze them and suggest the direction of bakery industry through studying the customers' satisfaction with bakeries. The researcher modified the questionnaire developed by Park, CH(1998), Lee, JH(2000), Yoon, YC(2000), and Kim SE(2002). In order to assess the level of customers' satisfaction with bakeries, a five point Likert scale was used. The used statistical methods for the data analysis were frequency analysis, reliability analysis, t-test factor analysis, ANOVA, multiple regression analysis. For all analyses of the research question, an alpha level of.05 was used. The major findings obtained from this study were as fellows. First on the factors of reliability and service ability, there was a high difference between males and females, and singles and the married. Second, on the factors of accessibility using convenience, service ability, and service response, there was a high difference among using frequence. Third, on the reliability factors, there was a high difference among average using amount per month. Forth, on the factors of accessibility using convenience, and service response, there was a high difference among types of customers' residing styles. Fifth, on the factors of income level, there was statistically no difference. Lastly, on the factors of accessibility using convenience, tangibleness, and service response, these factors significantly influenced customers' repurchase intention.

• Journal of Information Technology Applications and Management
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• v.14 no.4
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• pp.61-74
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• 2007

In this paper we consider the Digital Multimedia Broadcasting (DMB) Service that starts recently in Korea and gains popularity. DMB makes it possible to watch high quality TV programs while we are in motion. The service provider or the service researcher are interested in the factors that influence the user's choice of new service such as DMB. Understanding the factors make them create the powerful marketing strategies and develop the new service or product that is attractive for users. We therefore find the factors influencing the user's choice of DMB service, and propose a model for analyzing the relationship between the factors and the intention of buying. The model is based on the Technology Acceptance Model (TAM). We extend the TAM by adding factors including functional attributes of DMB service. We survey the significant functional attributes influencing the intention of buying by using the proposed model.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.54-67
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• 2007

This study is purposed to find out the relation between the customer loyalty and customer satisfaction factors in Cheonan banquet service. To achieve the objects, customers of banquet companies in Cheonan were selected for a questionnaire survey and a total of 293 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and regression analysis. The results can be summarized as follows. First, gender, occupation, family forms showed the statistically different results in the service trust. Second, service trust, menu and traffic factors have been approved to affect the revisit intention of a customer significantly. Third, service trust, menu and facilities factors have been approved to affect the word-of-mouse intention significantly. In summary, banquet managers in Cheonan have to focus on the customer satisfaction factors such as service trust, menu, traffic, facilities to meet the customers' needs.

• The Journal of Information Systems
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• v.27 no.2
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• pp.115-134
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• 2018

Purpose In recent years, mobile payment service users have been rapidly increasing. Previous researchers focused on the mobile usage situation such as the elements of mobile payment service, usage pattern, and user behaviors, and the research that is approached from the viewpoint of the user is still insufficient. The aim of this study is to suggest a acceptance-resistance motivation model of choosing a mobile payment service based on the Herzbergs Two-Factor Theory by investigating users' motivation and hygiene factors. Design/methodology/approach For the purpose, literature reviews on factors of choosing a mobile payment service were conducted and classified motivation and hygiene factors. Two hypotheses were set as follows: Hypothesis I is that motivation factors have a positive impact on the choice of mobile payment service, and Hypothesis II is that hygiene factors have a negative impact on the choice of mobile payment service. To test two hypotheses, this study conducted an online questionnaire survey and a multivariate discriminant analysis. Findings The result found that mobile payment service is more likely to be replaced with mobile by improving convenience, simplicity, and ease of use that affect the acceptance motivation of mobile payment service. This result supported the Hypothesis I but not Hypothesis II and contributed to provide implications for future mobile payment service development and marketing utilization.

• Knowledge Management Research
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• v.13 no.1
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• pp.41-52
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• 2012

Service innovation has been considered to improve the value of enterprises, so that various research issues have been studied on innovating the services. Thus, in order to increase understandability of new service innovation mechanism, this study surveys the existing research results on service innovation factors, e.g., success factors, process, and performance. Consequently, we have found that service innovation can be reflected to service quality and value by interactive process between customers and enterprises. Also, such interactions are based on internal success factors (e.g., innovation strategy of organizations, domain knowledge, collaboration) and external success factors (e.g., customer participation, partnership).

• Journal of Digital Convergence
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• v.9 no.3
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• pp.225-233
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• 2011

To determine factors affecting social network service e-service quality, this research is to investigate factors of social network service e-service quality, and analyze how these factors influencing on social network service e-service satisfactions. As a results, three dimensions were identified namely, fulfillment, ease of use and playfulness. But two dimensions were rejected namely connectivity, security. It indicates that the qualitative aspect is becoming more important than quantitative in social network service management.

• The Korean Journal of Food And Nutrition
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• v.20 no.4
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• pp.509-515
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• 2007

The purpose of this study was to determine the service quality satisfier and dissatisfier factors of family restaurants in Korea by using a qualitative research method, the critical incident technique(CIT). The CIT helps researchers find new factors or attributes by grouping key issues and categorizing common factors from the raw data, critical incidents which critically satisfied or dissatisfied customers. The respondents must describe the incidents in details. There are many previous studies on the attributes related to service qualities, selections, and revisiting intentions and the relationships between the attributes. These studies offer many insights for general trends and directions for managing service qualities, but not how to improve service quality practically. It is difficult to know specific service quality factors especially influencing Korean customers because the factors come from previous research and not from the respondents themselves. Therefore, this research categorized key satisfier and dissatisfier factors from 402 critical incidents described by 261 respondents into 5 groups and 33 subcategories. Real cases and examples are also explained that either critically satisfied for dissatisfied customers at family restaurants.

• Journal of Information Technology Applications and Management
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• v.17 no.4
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• pp.127-156
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• 2010

Most companies in the IT service industry have suffered from low profitability although this industry is highly value added, which may result in losing the competitiveness of the industry. The purpose of this study is to identify the influencing factors on the profit improvement rate of IT service projects and suggest how to improve the profit improvement rate, thus recovering the competitiveness of the IT service industry. The 273 IT service projects conducted by an IT service company in Korea during the past three years were analyzed and the project managers who performed these projects responded to the questionnaire developed in this study. The result from the analysis of data collected shows that the influencing factors on the profit improvement rate of IT service projects include scheduling, experience in similar projects, the leadership of project leaders, the level of team skills, relationship with clients, and clients support.

• Korean Management Science Review
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• v.26 no.3
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• pp.133-144
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• 2009

In this study, we investigated the effects of service quality factors on overall satisfaction of medical treatment service. Especially, we focused on the differences between patients and guardians in impact of service quality factors. The data was gathered by using a structured questionnaire from 220 patients and 220 guardians. Based the factor analyses, we derived the five factors of medical service quality-process, speciality, kindness, convenience of facilities, and cleanness. Then, we examined the effects of the five service quality factors on guardians' satisfaction as well as on patients' satisfaction. The results of the empirical study showed that the kindness is more important to patients than to guardians whereas the speciality is more important to guardians than to patients.