• Journal of Korean Society for Quality Management
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• v.41 no.3
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• pp.381-394
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• 2013

Purpose: Nowadays, Mobile Cloud Storage services are used widely. For sustainable use of this service, we need to determine what factors affect satisfaction. Therefore, the purpose of this study is to identify the factors that influence satisfaction. Methods: To analyze factors that influence satisfaction, this study sets the factors into three dimensions such as service quality, perceived risk, and individual characteristics and analyze the causal relationship between influence factors and satisfaction through Structural Equation Model. Results: The results of this study are as follows; among service quality, user interface and reliability influenced satisfaction, but adaptability did not have any influence. Perceived risk of illegal access had a negative influence on satisfaction, while perceived risk of privacy leakage did not have significant influence on satisfaction in perceived risk. At last, self-efficacy had a significant influence on satisfaction. Conclusion: We identified the influence factors that influence satisfaction. Our findings will be necessary for Mobile Cloud Storage service providers to strengthen their service.

• Information Systems Review
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• v.3 no.2
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• pp.289-303
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• 2001

The online stock transactions are gaining popularity at an incredible speed these days as more and more investors are adopting Internet as a new and convenient way of handling such transactions. As a consequence, the market for online stock exchange services is getting increasingly competitive; measuring and managing the quality of such services have become a crucial issue to the survival and growth of the stock brokerage houses. Unfortunately, however, little research effort to date has been made as to developing a set of valid and reliable measures for assessing investor perceptions of the quality of the online stock exchange service. The present study generates and tests a new set of multi-item measures for the quality of the online stock exchange service from an investor's perspective. This set of measures can be used in various stages and aspects of formulating online marketing strategies for stock brokerage firms. Marketing implications of this instrument for service providers are discussed.

• Korea Journal of Hospital Management
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• v.12 no.4
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• pp.45-67
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• 2007

This study is focused on the medical services market in china which would be the largest one in the world sooner or later. An empirical research has been performed on the country images and related buying attitudes of the Chinese potential consumers for foreign medical services of more higher level. Upon the basis of this research results, the components of a country image has been restructured and the country image effects on the process of a purchasing decision of the advanced foreign medical services in China has been investigated and analyzed. This research shows that the forming process and the dimensions of a country image in Chinese consumers are rather simplified than the former researches of the same kind in any other countries. In China the expectation and buying intension for foreign medical services is found to be affected directly by a country image. Furthermore among various components of a country image the expected service quality level of the Chinese is found to be mostly dependent on the social stability and safety rather than on the degree of economic developments. Recently breaking through the domestic medical market crisis, more and more hospitals consider to advance into Chinese medical market. This research shows that the reexamination and political concerns on the country image of Korea are needed in the level of government's public relations. Especially the proactive policy making and propaganda of political, social and economic stability and safety in Korea are thought to be more important for successful entry in Chinese medical services market.

• Journal of Information Technology Services
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• v.17 no.3
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• pp.1-16
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• 2018

There exist a number of studies pertaining to the determinants of customer satisfaction between low-cost and full-service carriers in the airline industry. Most studies measured service quality using SERVQUAL based on a survey method. This study offers a new perspective by employing a big data analytic approach using SNS data, which reflects the immediate response of customers as well as trends in real time. This study chose eight factors from TripAdvisor's customer review site as determinants of customer satisfaction and compared the differences between low-cost and full-service airlines. The factors analyzed were seat comfort, customer service, cleanliness, food and beverage, legroom, entertainment, value for money, and check-in and boarding. Additionally, ratings from domestic and foreign customers were compared. The findings show that customer service and value for money are significant factors in satisfaction with low-cost airlines while all variables except legroom and entertainment are significant for full-service airlines. The results show that SNS-based data and analysis of big data are important for improving decision-making effectiveness and increasing customer satisfaction in the airline industry.

• The Journal of Industrial Distribution & Business
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• v.10 no.4
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• pp.43-56
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• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• Journal of Korean Society of Transportation
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• v.25 no.1 s.94
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• pp.81-91
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• 2007

Incheon International Airport (IIAC) has been named "best airport worldwide" according to the AETRA Passenger survey Program that was jointly administered by Airports Council International (ACI) and the International Air Transport Association (IATA) in 2005. This paper identifies eight dimensions underlying the overall service qualify in passenger terminals. These eight elements were found from literature reviews through relevant documents. The research explains the linkage between the overall satisfaction with IIAC and five services that influence that satisfaction. The five services are the following: service quality of passenger terminals, commercial facility services, easy access by transportation, service quality of the airlines, and contributions to the community by IIAC. The data envelopment analysis (DEA) designed by Cook and Kress (CK Model) was used to maximize the efficiency of commercial facility services, easy access by transportation, service qualify of the airlines, and contributions to the community by IIAC because the model best provided practical plans for a more competitive airport. This paper has three significant results. First, it includes research of passenger terminal-oriented service quality. Second, the author researches service qualify focusing on a three-cornered relation among passengers, airline employees, and IIAC. Third, the paper contains research of service quality focusing on IIAC's employees.

• The Journal of Industrial Distribution & Business
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• v.7 no.4
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• pp.17-31
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• 2016

Purpose - The purpose of this study is to discuss problems and propose the direction of the current international university placement program in the country by deriving the concept of and developing questionnaires for 'service satisfaction'. Research design, data, and methodology -The SERVQUAL scale was used to measure the quality of services. In this study reliability, empathy, and assurance are used to measure the quality of the international university placement system, considering the characteristics of the education environment. The survey data is based on responses from 280 students who either have completed the international university placement system and currently studying abroad, or are studying the domestic part of the program. Cronbach's Alpha value was calculated. To verify the hypothesis, the multiple regression analysis was conducted. Results - According to the study, the satisfaction rate of the domestic learning process is heavily relied on reliability and empathy; particularly empathy on the curriculum of the international placement program. The study also found that to make students to feel a high sense of achievement, the satisfaction rate is a priority which should be improved. Conclusions - The results from the analysis of the hypothesis shows that the satisfaction rate of students who are taking the domestic part of the international university placement program should be increased.

• Journal of Information Technology and Architecture
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• v.11 no.4
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• pp.409-426
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• 2014

Korea has won 3 times in a row in the evaluation of e-government services in 2014. And the last year, the government-EA has been awarded the UN Public Service Award. Because of the development and execution of personalized integrated services based on the government-EA, Korea has won the two award from the UN. EA has been selected and proceeded as one of the 31 e-Government projects in early period, in 2005 the law which public sector must adopt the EA for efficient informatization had been enacted. Many public agencies in which actively utilized to derive such as internal and external performance through the EA. On the other hand, in the last 10 years, some public agencies have still been as recognized level of management in the EA. In this study, the main purpose is that to find out what is a major factor for successful use and result of EA, what is the EA success Model and how to examine it. To do that, this study will study the related prior research such as EA services, information systems success factors, performance measures, and develop the success model for EA and then examine the model. This study will contribute great implications in practical and theoretical in EA success model because this is the nation's first research that SERVQUAL model and the IS Success Model(DeLone & McLean 2003) has been combined and examined.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.159-173
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• 2019

The purpose of this study is to examine the effect of service quality of banks on customer satisfaction and recommendation intention through empirical analysis. In particular, the focus was on the differences of the causal effect between PB(Private Banking) customers and regular customers. For this study, two groups were surveyed and 428 valid questionnaires were analyzed. The hypothesis was tested with a structural equation model using AMOS 23.0. As a result, empathy, reliability and tangibles of bank service quality had a positive(+) effect on customer satisfaction. However, responsiveness and assurance were not statistically significant. On the other hand, customer satisfaction has a positive effect on recommendation intention. This study was conducted to compare the two groups, PB customers and regular customers, and found a significant difference. In the PB customers group, tangibles had a positive effect on customer satisfaction, but no other factors were supported. On the other hand, in the regular customers group, empathy and reliability had a positive effect on customer satisfaction while responsiveness, assurance, and tangibles were not supported. Customer satisfaction were analyzed to have a positive influence on recommendation intention in both groups. These findings are academically significant by applying the SERVQUAL factors to banking services and revealing the differences between the PB customers and regular customers. In practice, it is meaningful in that it provided banks with the insights needed for future segmentation and management of customer groups.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.875-884
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• 2020

Thailand has a rapidly growing pharmaceutical sector, which is the eighth largest in the Asia-Pacific region and one of the largest and most developed among the Association of Southeast Asian Nations (ASEAN) countries. This study examines how to provide the most appropriate approach to enhance Thailand's pharmaceutical services to dispense medicine to end consumers. The main objective is to determine the most appropriate corporate image for Thai Pharmacy Retail Stores (PRSs) for entering the ASEAN market community. An exploratory mixed-method design characterized by qualitative and quantitative phases of data collection and analysis and the linking of data from these two separate data strands was adopted to conduct an in-depth interview with pharmacists and the owner of pharmacy retail stores as well as 405 respondents who had visited a pharmacy retail store and interacted with pharmacists during the previous year. The multiple linear regression (MLR) was applied to analyze the relative influences of perceived service quality and the cultural dimension on the corporate image. Findings reveal that the perceived service quality and cultural dimension contribute 50% towards the corporate image, and the perceived service quality had more effect than cultural dimension. This study mainly focuses on PRSs in Thailand, while the findings show other analyses concerning how to successfully create and promote an effective PRS image for ASEAN markets.