• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.66
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• pp.285-312
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• 2015

Export and import of food, agriculture, forestry, fishery products are suffering from low growth rate due to the European financial crisis, global recession, and Japan's 2012 export expansion following the aftermath of 2011 earthquake. Upon the signing and enactment of Free Trade Agreement with the U.S. and the EU, agriculture and fishery product have become the center of attention. Agriculture and fishery was reported to be 80million dollars, 1.46% of total national export, in 2012. Starting from2000, South Korea's government began its effort to expand agriculture and fishery export and as a result, export has steadily increased despite decreased consumption led by global recession. K-Sure has started an insurance program with the purpose of promoting SME business's export. It protects SME business against risk arising from credit, emergency, bad debt, and domestic price increase. This study aims to evaluate the service quality of K-Sure's insurance program via surveying SME businesses in the agriculture and fishery industry. Also this study will identify key service factors for SME businesses and explore ways to expand SME exports of agriculture and fishery by analyzing consumer satisfaction index. Results indicated service product quality factor, service communication quality factor, and social quality factor was key to improving consumer satisfaction for SME businesses in agriculture and fishery industry. Service product quality factor had a negative effect on consumer satisfaction in term of variety and results indicated that service communication quality factor's responsiveness element had minimal impact on consumer satisfaction. Conversely, all elements for social quality factor had positive effects on consumer satisfaction. Thus, leading to the conclusion that improvements in service product quality factor and service communication quality factor will indeed increase consumer satisfaction.

• Journal of the Korean Society of Costume
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• v.57 no.9
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• pp.149-160
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• 2007

The purpose of this study was to investigate effects of service qualities and consumption emotion on consumer satisfaction of internet fashion shopping malls. Data were obtained from 304 internet fashion shopping mall consumers who have bought fashion products or visited an internet fashion shopping mall. Questionnaires related to service quality, consumption emotion, consumer satisfaction. For analysis of data, exploratory factor analysis, confirmatory factor analysis, path analysis were applied. The results were as follows: 1. The service quality dimensions of internet fashion shopping malls were reliability, merchandise variability, web-design, communication and safety. The consumption emotion dimensions were classified as positive emotion and negative emotion. 2. The service quality of internet fashion shopping malls and the consumption emotion had an effect on consumer satisfaction of internet fashion shopping malls. The dimensions of communication, merchandise variability of the service quality in internet fashion shopping malls had an effect on positive emotion. Safety, reliability of the service quality had an effect on negative emotion. Both positive emotion and negative emotion of the consumption emotion dimensions had an effect on consumer satisfaction of internet fashion shopping malls.

• The Research Journal of the Costume Culture
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• v.10 no.4
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• pp.350-363
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• 2002

The purposes of this study were 1) to examine the conceptual structure of outcome quality and process quality of beauty service, 2) to investigate the relationships among beauty service quality, consumer satisfaction, word-of-mouth reputation and perceived risk, and 3) to find out the effects of related variables on consumer satisfaction. The questionnaire was developed based on pretest and previous studies, and completed by 435 female consumers that experienced beauty service during about one month in Busan. First, factor analysis showed that the process quality of beauty services consisted of four factors, such as Employee Service, Physical Service, Time-saving Service, and Economic Service. And the outcome service quality consisted of two factors, such as Socio-psychological service, Functional service. Second, the higher word-of-mouth reputation and the lower perceived risk were the higher perceived beauty service quality and the more satisfied with service. Third, the process quality of beauty service, word-of-mouth reputation, socio-psychological service quality effected on consumer satisfaction. Especially, the employee service was very important on consumer satisfaction.

• Fashion & Textile Research Journal
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• v.11 no.4
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• pp.549-555
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• 2009

The purpose of this study was to investigate the effects of service quality on consumer satisfaction and loyalty according to clothing involvement at internet shopping mall. Data were obtained from 400 college students living in Busan. Data were analyzed by factor analysis, reliability analysis, cluster analysis, t-test and regression analysis using SPSS WIN 14.0. The results indicate that companies of shopping mall striving for consumer loyalty should focus primarily on satisfaction and service quality perceived by consumer at Internet. The effects of clothing involvement on the association of consumer loyalty, satisfaction and perceived service quality are significant. This finding provides the information being efficient to develop marketing implications related to internet shopping mall.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.1
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• pp.29-39
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• 2003

The purpose of this study was to investigate the effects of service quality of apparel stores, evaluative criteria and clothing involvement on the consumer satisfaction. Data were collected from 481 women consumers living in Busan and analysed by frequency analysis, factor analysis, Cronbach's , cluster analysis, t-test and discriminant analysis. The results showed that consumers who highly involved symbolism of apparel were more influenced by salesperson service and store atmosphere, and were more effected by prestige/brand royalty of apparel than those who highly involved pleasure of apparel. Those who had high scores in symbolism involvement were more satisfied with consumer satisfaction in apparel buying behaviors than those who highly involved pleasure of apparel. The service quality was the influenced variable on consumer satisfaction related to apparel products than the others. Especially, salesperson service and store atmosphere in service quality were important to the satisfaction perceived by consumers in apparel buying process.

• Journal of the Korean Society of Costume
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• v.51 no.1
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• pp.61-74
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• 2001

This study is designed to examine the consumer behaviors affected by the product quality and the service quality in the garment industry. First of all, it is researched to recognize the differences in the mean of perceived product quality variables and the service quality variables in apparel stores. Secondly, the variables of the product quality and the service qualify are also investigated to see the casual effects in the consumer satisfaction and consumer repurchase intention, respectively. The 522 data, surveyed from the female college students, were analaysed with SPSS 8.0 version. Cronbach $\alpha$Frequency, Factor analysis, one-way ANOVA, Scheffe test, stepwise regression were applied. In conclusion, there are significant differences in the mean of the product quality variables and the service quality variables in the apparel stores. They are the product quality variables such as physical attribute and instrumental performances and the service quality variables regarding sales staff, VMD, store policy, and customer convenience in the apparel stores. The variables of the product quality and the service quality directly have leverage in the consumer satisfaction and repurchase intention.

• Fashion & Textile Research Journal
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• v.10 no.6
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• pp.890-899
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• 2008

This study aimed to identify the effects of service quality of internet shopping malls on consumer satisfaction and word of mouth intention. The data were obtained from questionnaires completed by 345 people aged between 20 and 39 living in Busan. The SPSS package was used for data analysis whose methods included factor analysis, ANOVA, cluster analysis and regression analysis. The results of this study were as follows: First, the service quality factors were determined to be reliability, diversity, convenience, accuracy & communicability. Differences among the groups divided by service quality factors were found to be meaningful in consumer satisfaction and word of mouth intention. Second, reliability, diversity, convenience & accuracy significantly affected consumer satisfaction, however all the service quality factors significantly effected word of mouth intention. Finally, consumer satisfaction, reliability, diversity, accuracy & communicability had an significant effect on word of mouth intention. It would be helpful for the managers of internet shopping malls that consumers can be satisfied with right fashion products and efficient inter-communication based on trustfulness in the long-term relationship.

• The Journal of Information Systems
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• v.10 no.1
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• pp.173-195
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• 2001

This study is to suggest plans that can make service quality and consumer satisfaction high in internet shopping mall , categorizing the determinants of service quality of Internet shopping mall and analysing determinants of service quality which can give much effect on consumer satisfaction. Using the survey method, the study gathered data from 115 consumers and students with purchasing experience on the web. The Cronbach alpha reliability coefficient was computed to assess the reliability of the responses to all instruments and factor analyses were performed to determine construct validity. Multiple regression was employed to test the hypotheses of this study. According to our findings, the determinants of service quality which influences consumer satisfaction are tangibles, responsiveness, problem solving and security. Several implications of the study are provided in the paper.

• Proceedings of the Korean Society of Computer Information Conference
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• 2019.07a
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• pp.407-408
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• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.