• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.2
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• pp.45-73
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• 2008

Quality has long been considered as an important factor in creating competitive advantage, and researches on quality have not been limited to off-line products but actively extended to e-services and information goods. However, given the nature of multi-dimensional aspect of quality, the systematic study on the quality of online service is still in its early stage. Especially, studies on the quality of ASP services have been rare in academic and professional journals despite the growth of ASP industry in its size and the rapid expansion in the range of application. In this paper we clarified the multi-dimensional quality aspects of the ASP service using a Garvin's framework (1984) which encompasses the service aspects of Products, and developed a measurement model for ASP service qualify. Then we empirically tested the effects of ASP service quality on user satisfaction and perceived firm performance using the data from 240 Korean small firms with less than 50 employees that had experienced the ASP service. Our results show that there are positive relationships among ASP service quality and personal performance, user satisfaction and perceived firm performance, and that product and service-related aspects of ASP service exert differential effects on performance measures so that the product-related aspects of the ASP service such as performance, features, reliability and conformance are considered to be more important in evaluating benefits from ASP services. Contrary to the approaches In literature where only the quality of online services is evaluated, our results emphasize the importance of differentiating Product and service-related aspects of ASP service and provide a basis for more comprehensive evaluation of ASP service quality.

• Journal of Korean Academy of Nursing Administration
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• v.4 no.2
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• pp.307-319
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• 1998

This study is an empirical investigation and study on the measurement of nursing service quality as perceived by patients. A series of H1. H2. H3 alternative hypotheses were tested using a sample of 250 patients in Taegu City. Korea. HI hypothese were tested for application of five component of service quality (SERVQlTAL and SE RPERF : tangiblity. reliability. responsiveness. accessibility. understandability) in Taegu area Hospitals. Validity test - the five components of service quality were rearranged into two components of service quality (personal factor. nonpersonal factor). Although SERVQUAL was verified in USA. application for five components of service quality in Korea indicated that it need more analytical studies. Nobody can deny the fact that the recent growth of the nursing service quality is one of the most important driving forces of hospital management. In many hospitals. the nursing quality charges more than 50% of the medical service quality. As a result. many hospital managers should be enormous interests in the investment potentiality of the nursing service. However. doesn't many researchers invest their time and effort on the research of the quality control in nursing service. Nursing service management is the process to satisfy customer's desires and expectations through the various service activities. Presently nursing service are being faced with three Common tasks of improving quality of nursing service. competitively differential advantage and productivity because of quantitative expansion of Nursing service. Such a phenomenon is also found in our medical service industry. resulting from increasing demands for medical service owing to national medical insurance policy and consumer's attitude change emphasizing prevention of illness. excessiveness of medical facilities in large cities and increasing medical lawsuits due to influence of consumerism. Therefore. under such circumstances. this research on nursing service is conducted from nursing managements to improve the nursing service quality problems faced by medical institutions. The results of this theoretical/empirical research are as follows: 1. Nursing service Quality is regarded as patients' perceived quality and evaluated on the basis (5 dimension) of technical and functional quality. 2. Nursing service Quality is a concept of patients evaluation on the measurable multi-dimensions intrinsic and extrinsic attributes of service. 3. Nursing service Quality is conceptually defined as the difference between the perceived service and the expected service. 4. Korean consumers trend to evaluate nursing service quality based on such dimensions as responsiveness and reliability. understandability. accessibility. tangibility. 5. After analyzing whether or not there are some differences in respective medical institution. it was found that there are significant difference on understandability. reliability. communicability. courtesy. competence. 6. After analyzing the difference between the expected nursing service and the nursing perceived service, it was found that the expected nursing service is higher than the perceived service in every medical institution. 7. HI hypothesis was tested with regard to the validity test between SERVQUAL and SERVPERF in nursing service quality. The result of validity test between SERVQUAL and SERVPERF was found to have differential result. That is the R2 of SERVPERF is higher than that of SERVQUAL. Therefore. HI was verified in nursing management. H2. H3 hypotheses were tested whether or not the nursing service quality and patient satisfaction is the preceding variable. The result of H2 hypothes is that the nursing service quality is the preceding variable of patient satisfaction and the patient satisfaction is that of revisiting intention. After analyzing whether or not there is any differences on the demographic variable of five nursing service quality factor. it was found that there are statistically significant differences on communicability and courtesy at the sex. understand ability. accessibility and tangibility at the age. understandability at the academic background respectively.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.39 no.2
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• pp.150-160
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• 2016

The quality of service in ERP services is a key issue in innovating the ERP performance as an IT service for corporations. Currently, most of the research works for this area are based on the existing quality models such as SERVQUAL, which are said not to measure service quality properly. Also, it does not consider the factor of the system acceptance, which is thought to be closely related to the quality of service in this type of IT services. Therefore, a research model is required, which can address the issues related to the ERP service quality measurements. In this paper, new research models have been proposed, and empirical data obtained from SME's ERP users have been applied to the proposed model to analyze the causal relationship between quality factors and to identify the most suitable quality measures. Also, the relationship between the service quality and the system acceptance was analyzed using a combined model. The results show that factors such as productivity and convenience affects the quality mostly and that the most appropriate measure for the service quality of ERP service is satisfaction. Also, for the system acceptance, the ease-of-use is the main factor. And, the service quality and system acceptance shows a strong correlation. This means that, in order to enhance the quality of ERP services, the service provider needs to provide customers with productivity-enhanced user-friendly IT services and active product support. The work of this research can help to improve the service quality and the user acceptance of ERP services and to lead further research works in this area.

• Journal of Fashion Business
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• v.9 no.6
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• pp.39-55
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• 2005

This study examines closely the relationship between beauty art service quality and value. And satisfaction and purchase action that they do perceive to customers who have beauty art service company's service use experience. Moreover, this study was achieved purposely to present service raising plan of good quality to beauty art company managers and business employees. First, to investigate the concept of beauty art service quality and special quality was with doctrines that have been presented through a virtue aspect to achieve this study. Moreover, the wave and beauty art service, human service relativity is a let down unlike manufacture enterprise. Further more, beauty art service by complex composition of existence and nonexistence style is sold, and it could be known by having personality consumed at the same time production. The concept of quality about beauty art service and quality that became perceived through virtue study of concept and measurement about value. Therefor, value was deduced, and could deduce measurement, the linear measure that is applied to measure this. Large majority virtue study found is measuring quality of service to 22 articles on PZB's theory, and this study corrects measurement, the linear measure that is applied in Morritt's study that is based in PZB matrix and supplements and attempted measurement to 22 items. The result measurement dimension is consisted of functional quality, technological quality, physical quality dimension. To measure this through virtue study about value that become perceive, could confirm that all expense and beauty art companies which the customer is paid, connect with offering general quality of service. Therefor, through measurement, 2 dimension was deduced by monetary value and the non-monetary value.

• Korea Journal of Hospital Management
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• v.7 no.4
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• pp.123-151
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• 2002

The objective of this study is to analyze the causal relationship of hospital inpatient's perceived quality, overall satisfaction, service value, and future intention to revisit. To carry out this objective, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality and overall patient satisfaction. Data was gathered from a self-administered questionnaire at a 980 bed university hospital in Inchon City. These questionnaire measuring the service quality were distributed to 250 inpatients. The response rate was 66.4%. A total of 166 questionnaires was finally analyzed. To categorize medical service quality, the factor analysis was performed on 42 items. The reliability and validity of these items was evaluated. Finally to test 6 hypotheses, we analyzed the causal relationship of service quality, overall satisfaction, service value, and intention to revisit through the structural equation modeling(SEM). The major results of this study are as follows. First, the dimension of inpatient service quality was categorized into 7 dimensions, that is, personal caring, communication, access, physical environment, facilities and equipment, cleanliness, appropriateness and health status. Second, the reliability and validity of inpatient service quality items was satisfied. Third, as a result of structural equation modeling, the effect of inpatient's perceived service quality on overall satisfaction, service value, and intention to revisit was statistically significant. And total effect on intention to revisit as the core endogenous variable was perceived service quality(1.100), patient satisfaction(0.006), and service value(0.605).

• Journal of Korea Port Economic Association
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• v.22 no.1
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• pp.125-149
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• 2006

The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.3
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• pp.148-154
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• 2012

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.

• Journal of Korean Society for Quality Management
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• v.35 no.1
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• pp.124-135
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• 2007

This study investigated the relationship between business-to-business service quality and loyalty by applying the IMP (International/Industrial Marketing and Purchasing Group) model. The study found that six dimensions of service quality which were product exchange, financial exchange, information exchange, social exchange, cooperation, and adaptation explained B2B service quality very well. More specifically, the study found that service quality dimensions of social exchange, cooperation, and adaptation were more important than those of product exchange, financial exchange, and information exchange. The study also found a positive relationship between service quality and loyalty. In fact, organizational buyers appeared to show greater loyalty as they perceived service quality better.

• Journal of Korean Society for Quality Management
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• v.37 no.4
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• pp.43-51
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• 2009

This study was designed to analyze the relationship of process quality, result quality and management performance in Korean insurance industry. For this study the linkage scheme of service quality concept is used on PZB model and BSC(Balances Score Card) system. In the linkage model, the 5 service qualitry factors used in PZB model are used as the result quality variables, and internal process factor, learning/growth factor in BSC are used the process quality variables affecting the result quality variables. And also customer satisfation factor and financial performance index are used as the management performance variables. In the ivsurance industry, the process quality variables were verified to meaningfully affect the result quality variables, and the result service quality variables were verified to affect the management performance indices. As the result, the process quality and the service quality must be emhanced for the competitiveness of Korean insurance industry.

• Journal of Navigation and Port Research
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• v.32 no.7
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.