• Journal of the Korea Safety Management & Science
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• v.8 no.6
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• pp.55-78
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• 2006

In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service quality accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.3
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• pp.52-60
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• 2008

This paper proposed a service satisfaction index in the service design. We utilize the service blueprint as the basic tool for the service process analysis, construct a service flow fishbone diagram which consists of the encounters representing the interaction between customer and service deliverer. To evaluate the service satisfactions of the service element a service satisfaction function is used. The service satisfaction function has the generic properties of the prospect theory with the probabilistic utility value in order to evaluate the service bundle which Is constructed by tangible and intangible service elements. A numerical example using the A/S service of Electronic Co. is presented for the verification.

• Proceedings of the Safety Management and Science Conference
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• 2007.04a
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• pp.399-415
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• 2007

In spite of the development of the service industry, research on measuring customers' service satisfaction is far insufficient. Therefore, ways to measure the service qualify accurately need to be established due to the ambiguous types of service business. This research classifies the types of service business into service factory, service shop, mass service, professional service by using Schmenner's Service Process Matrix and conducts research on domestic literature that measured service satisfaction with Servqual and ServPerf. This study intends to suggest guidelines to measure customer satisfaction according to types of service business by researching ways to measure service satisfaction according to the types of service business and analysing the actual application methods based on a table that summarizes previous research on Servqual and Servperf.

• The Journal of the Korea Contents Association
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• v.11 no.3
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• pp.428-439
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• 2011

This study show the service value and the service quality influence on the satisfaction of the participants in exhibition. Previous studies, from the general service quality to customer satisfaction research, begin to focus on the importance of service quality and customer satisfaction, so focus on the service value that explains revisiting behavior and loyalty as an important variable. This study mainly attempted integrated approach of various concepts between relationship. This point the service value did not sufficiently consider tries to evaluate the role of customer value in existing service quality and satisfaction. As a result, service quality and service value were identified to causal relationships that service value rather than service quality has an effect on satisfaction.

• Korean Journal of Occupational Health Nursing
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• v.20 no.3
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• pp.337-345
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• 2011

Purpose: This study was conducted to evaluate the relationships among the service education satisfaction, service involvement, and customer orientation of hospital employees after yearly-planned MOT service education. Methods: The data collection was done through the questionnaire survey in a university hospital located in D city from March 15 to 31, 2010. The statistical analysis was done by SPSS/WIN 18.0 program. Results: The enrolled employees were two hundred and seventy six. Among the characteristics of employees, adequate work load, good payment, reasonable promotion system, suitability of work aptitude and good relationships with staff improved the service education satisfaction, customer orientation, and service involvement of hospital employees. For the customer orientation, old age and lower educational background were positive factors. The correlations among the service education satisfaction, customer orientation, and service involvement of hospital employees were significant. The factors that affect customer orientation and service involvement were found to be age, suitability of work aptitude and service education satisfaction. Conclusion: In conclusion, customer orientation and service involvement were related with the satisfaction of employees for working condition and service education. In terms of good medical service quality, plans for maintaining adequate working environment and systematic service education should be established.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.34 no.1
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• pp.80-89
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• 2011

In service science, it is critical to measure service satisfaction for innovating service processes, which is challenging for service sectors oriented to the usage of IT systems. For that purpose, in this study, a model based on the technology acceptance model and satisfaction measurement model is proposed. The model is empirically tested using data sets from a public service sector (G2B) and a private service sector (internet banking). The purpose of this study is to identify factors which affect the service satisfaction. The result shows that a public service sector is less sensitive to the IT systems on which its services are operated, and that the attitude factor strongly affects the service satisfaction in both sectors.

• Korean Journal of Organic Agriculture
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• v.26 no.4
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• pp.559-570
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• 2018

The objective of this study is to investigate the satisfaction and the perception of school food service using environmental-friendly agricultural product of elementary, middle and high school students and parents. We surveyed related to satisfaction of school food service, perception of environmental-friendly agricultural product and perception of school food service using environmental-friendly agricultural product. As a result, the majority of students and parents want to expand the school food service using environmental-friendly agricultural product. Also It was analyzed that the use of environmental-friendly agricultural products would increase school food service satisfaction. In other words, the using environmental-friendly products in school food service experience positive effects thorough school food service, it will give a positive effect on the satisfaction of school food service. As a results of this study contribute to making policy about expansion school food service.

• IE interfaces
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• v.16 no.spc
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• pp.116-122
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• 2003

We analyze how much employees' work abilities and overall satisfaction on the job or corporate influence on the productivity and customer satisfaction in the service industry, which is characterized by simultaneity, heterogeneity, intangibility and etc. Employees always encounter customers in process of the service. So, the employees' attitudes and behaviors have direct influences on the service quality or satisfaction which customers perceive. Also, employees' satisfaction or work abilities can lead to increase or decrease the productivity. To grasp and demonstrate the cause and effect relationship, we firstly measure the degrees of employee satisfaction organized by 11 factors through survey, and also measure employees' overall satisfaction, organizational commitment and productivity. Secondly, we define service value as the employee's objective measure index and collect it with the data related to customer satisfaction. Based on the collected data, thirdly we define how the relationship among the employee satisfaction, the productivity, the service value and the customer satisfaction are affected by the employees' work abilities and overall satisfaction with SEM(Structural Equation Model). And finally, we classify employees according to their abilities and the degrees of satisfaction respectively and suggest important strategies to manage them effectively.

• Journal of Digital Convergence
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• v.6 no.1
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• pp.75-82
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• 2008

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

• Management & Information Systems Review
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• v.33 no.1
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• pp.299-312
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• 2014

This study is about the influence of perceived justice with service recovery on customer satisfaction and the customer's behavioral results. Even though prior studies estimated overall customer satisfaction, this study measured customer satisfaction separately in two parts: satisfaction with the service recovery and relationship satisfaction. The results are as follows. Distributive justice and interactional justice have positive effects on satisfaction with service recovery. But distributive justice, procedural justice and interactional justice have positive effects on relationship satisfaction. Satisfaction with the service recovery and relationship satisfaction have a positive effect on customer loyalty.