• The Korean Journal of Emergency Medical Services
• /
• v.12 no.1
• /
• pp.5-15
• /
• 2008

Purpose : Centering on users(patients) who are offered the patient transport service by the emergency medical service system in our country, the use and satisfaction are analyzed with the transport service in 119 Emergency Medical Service System and Private transport agent. Results : 1. As for personnel in ambulance cars, 119 emergency staff showed a higher boarding rate of the first-class emergency medical technicians than private transportation centers : 48.4% and 17.7%, respectively. 2. Private transportation centers showed higher user satisfaction with transportation service than 119 emergency staff, which was not statistically significant. 3. As for the case that needs to receive the transport service in the future, the ratio with the will to use 119 Emergency Medical Service System(70.9%) was indicated to be much higher than the ratio of the private transport agent(29.1%). Suggestions : First, Centers transporting first-aid patients should essentially secure a sufficient number of first-class emergency medical technicians as professional emergency medical staff to reinforce qualitative improvement in emergency medical service. Second, It is necessary to establish a systematic monitoring system and develop educational programs in order to enhance satisfaction with the use of 119 emergency staff. Third, the government or the local government needs to positively support and guide the private transport agent, which is in charge of the public medical service.

• Journal of the Korea Safety Management & Science
• /
• v.11 no.1
• /
• pp.155-164
• /
• 2009

Recently there has been many researches of performing arts, the concepts of performance products or mechanism have been gradually established. However, compared to the research of public performance itself, the research of its consumer still stays on the basic stage and it is difficult to apply to the business. Therefore the needs of the related research has continued being insisted among the staffs. This study raises points that the recent performance business still focuses on providers. Moreover it notices the urgent needs of the consumer orientation strategies and the changes of marketing in the performance business. Therefore it needs to understand the performance consumers and to research how they can be satisfied with the performance according to their types. This dissertation, thus, is to find out the evaluation method of theatre service qualities and the relations between the theatre service qualities by size and customer satisfactions to suit for the customer oriented marketing paradigm, and to present a suggestion that requires for establishment of service marketing strategies for theatre, the place for performing arts.

• The Journal of the Korea Contents Association
• /
• v.9 no.2
• /
• pp.410-422
• /
• 2009

The objectives of the study were to investigate the influence of exhibition service attributes on customers' satisfaction and behavior intention. A method of this study was a survey research. The samples selected were 430 exhibition visitors to KINTEX for 2007 Seoul Motor Show. According to the results of this study, first of all, there is a significant relationship between information service and customer's satisfaction. Second, there is a significant relationship between convenience service and customer's satisfaction. Third, there is a significant relationship between promotion service and visitor's satisfaction to exhibition. Forth, there is a significant relationship between Customer's satisfaction and revisit intention. Fifth, there is a significant relationship between visitor's satisfaction to exhibition and recommendation intention. The result of this study will be helpful for the exhibition industries, giving needs to establish the marketing strategies.

• The Journal of the Korea Contents Association
• /
• v.16 no.8
• /
• pp.20-28
• /
• 2016

The purpose of this study is to identify the factors which affect the customer value and satisfaction of public information services used by the researchers in SMEs(small-and-medium size enterprises). The results, based on statistical analyses of a survey conducted in Korea are as follows; 1) the customer value is positively influenced by the service quality; 2) the customer value, in turn, is positively associated with the customer satisfaction; 3) information needs moderate the relationship between service quality and customer value but does not moderate the relationship between the customer value and satisfaction.Our findings propose the importance of the service quality and the effort to maximize the information customer values.

• Journal of Korean Society for Quality Management
• /
• v.45 no.3
• /
• pp.483-501
• /
• 2017

Purpose: Recognizing the limitations of the previous researches that measured the quality of airline service quality only with partial evaluation items of cabin service quality. the purpose of this study is to standardize and develop assessment of the airline cabin service quality with considering the characteristics of cabin service and customer needs. Methods: The proposed method of this paper was the empirical items of airline cabin service quality was derived through reviewing and comparing the previous researches, industrial indicators like Skytrax and KS-SQI and NCS. Results: The result of this research proposed CSQ (Cabin SERVQUAL) which could consist of seven dimensions, separated by five direct customer satisfaction factors and two indirect factors required for providing customer service. Conclusion: The developed CSQ can be used for airline service quality measurement which will achieve establishing a strategy to improve customer satisfaction and satisfaction of Airline's employee.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.4
• /
• pp.465-473
• /
• 2021

This research is motivated by the concept of online banking or Internet banking where consumers aren't required to visit a bank branch to complete most of their basic banking transactions. They can do all of this at their own convenience, wherever they want. This research aims to find out the role of e-satisfaction in mediating the influence of e-service quality on the e-loyalty of the customer of a private bank in Indonesia. The method of data collection in this research is by using probability sampling with the simple purposive sampling technique. Data that is collected from 205 respondents is the data that meet the criteria, which are the respondent needs to be a bank customer and must have an Internet banking account. The analysis method that is used is regression analysis through the SEM method with the aid of SmartPLS 3.0 software to test the significance of e-satisfaction role in mediating the relationship between e-service quality and e-loyalty. The research result shows that e-service quality has a significant positive influence on e-satisfaction; e-satisfaction has a significant positive influence on e-loyalty, e-service has a significant positive influence on e-loyalty, and e-satisfaction significantly mediate the influence of e-service quality towards e-loyalty.

• The Journal of Asian Finance, Economics and Business
• /
• v.8 no.12
• /
• pp.553-561
• /
• 2021

Health services in developing countries are increasingly focused on satisfying the needs of customers. During the COVID-19 pandemic, many patients have anxiety when going to hospitals for medical treatment. The pressures brought by the pandemic have overwhelmed the hospital system in Vietnam. This has caused the quality of service at these hospitals to decrease because they have focused on the goal of preventing the spread of the virus. Therefore, hospitals, especially private hospitals, need many solutions to improve the quality of their services. This study evaluated the impact of these factors on hospital service quality, as well as the influence of customer service quality on patient satisfaction. The survey was conducted from January 2021 to September 2021 and data was collected directly from 539 patients at Van Phuc Hospital 1. The results show that 4 factors affect the service quality of the hospital, as well as the service quality affecting patient satisfaction, in which, the strongest impact on the service quality of the hospital is the service attitude and professional capacity of the medical team. In the context of the COVID-19 epidemic, this study implies that if the hospital service is good, the customers' peace of mind and satisfaction will be enhanced.

• Korea Journal of Hospital Management
• /
• v.13 no.4
• /
• pp.76-100
• /
• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• Journal of the Korean Data and Information Science Society
• /
• v.19 no.1
• /
• pp.71-83
• /
• 2008

Assessing local government performance has become a crucial issue in recent years. This paper addresses the satisfaction level of local government public service, which is defined as a degree of the results or the impacts of the local government public service delivery on the citizen's needs, demands and expectations. The satisfaction level of local government public service can improve decisions made by local government managers, and enhance accountability of local government to the citizens they serve. This study focuses especially on the various aspects of administrative systems in a local government and developed a systematic survey for their performance. Explanations for the evaluation items and the analysis of survey are discussed throughout the paper.

• KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
• /
• v.27 no.2
• /
• pp.71-84
• /
• 2021

The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.