• Journal of the Korea Convergence Society
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• v.9 no.1
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• pp.325-330
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• 2018

The study examined the impact of medical servicescape, human services, and effects on perceived value and customer satisfaction. From July 1, 2016 to August 31, 2016, a total of 300 outpatients visiting the university hospital and general hospital in Ulsan area participated the study. As a result, the general features of the Servicescape were more important to the aged and the higher the academic background, the higher the scores of Human Service and perceived value were revealed. There was a positive correlation between the service schedule of the medical institution, human service, perceived value, and customer satisfaction. And the factors affecting customer satisfaction were in order of human service (${\beta}=0.382$), perceived value (${\beta}=0.376$). The service scapegoats and personal services offered by customers visiting healthcare providers play an important role in understanding the internal health and needs of customers, and this research results will serve as a basic material for strengthening the competitiveness of medical institutions.

• Culinary science and hospitality research
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• v.22 no.2
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• pp.176-188
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• 2016

The main purposes of this study is to examine a local restaurants menus' importance and satisfaction of the servicescape. Survey was collected by December 1 through December 31 2015, in the region Kijang County. the data from this survey were analyzed by using various statistical techniques including frequency tables, factor analysis, reliability test, and IPA. Results of IPA analysis showed that menu consisted of local products is the highest average value, and it means the local food restaurants need to use the nostalgic marketing techniques. In addition, menus are currently for sale in order to attract continuing foreign tourists as perceived by Busan residents Kijang. Therefore, the local food restaurants need to revive the traditional flavors and recipes coming down area from ancient times. Based on these results, this study will contribute to provide fundamental information for developing marketing strategies especially local food restaurants.

• Journal of Advanced Navigation Technology
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• v.14 no.6
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• pp.890-899
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• 2010

The sport industry has been continuing to grow in the past few decades in the U.S., and it presents significant opportunities for the practitioners to increase the number of patrons. To convert this opportunity to optimum benefits for a sport organization, one of the most significant challenges for the practitioners would be promoting sport attendance and repatronage. So far, many studies have tried to identify variables that affect the level of sports attendance. However, many of these variables are rather uncontrollable due to the nature of the sports and contingencies that are derived from many areas of uncertainties. Thus, to acquire competitive advantage and profit maximization, it would be essential for the managers to focus on understanding controllable elements. This study found that many controllable variables that influence sports attendance coincide with the servicescape elements which have been widely used in the hospitality industry since 1992. In the light of the conceptual framework of servicescape, this study also attempted to isolate the controllable variables that can be utilized to increase the sports attendance. This study presents its significance not only in extending the application of servicescape concept to the sport industry, but also in providing suggestions for future empirical studies that would further identify these variables, gauge the relationship between those variables, and assess its impact on the sports attendance.

• Journal of Service Research and Studies
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• v.12 no.2
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• pp.48-64
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• 2022

The metro played a role in improving and alleviating the problems of urban ground transportation, promoting rational development of the city and at the same time leading the development of metro-related industries. There is no doubt that it had a double effect of enormous economic and social benefits on the development of the country as a whole. The purpose of this study is to apply the concept of servicescape to the metro and establish the definition of the Metro Servicescape(MSS). To this end, the service space and service facilities of the metro were analyzed, and the existing domestic and foreign literature related to servicescape was studied. First, this study defined the concept of servicescape of metro. Second, 10 elements suitable for the metro service landscape were derived through domestic and foreign service landscape studies. Third, through field surveys and analysis of metros in five cities in Seoul, Busan, Daegu, Daejeon, and Gwangju, the ranking of the current status of the domestic metro servicescapes was 203 Seoul metro, 197 Busan metro, 192 Daegu metro, 178 Gwangju metro, There were 172 metro lines in Daejeon. Among them, the four elements of comfort, sociality, cleanliness, and safety are the same, and accordingly, it seems that each city metro is the same standard. However, the six elements of aesthetics, spatiality, convenience, entertainment, openness and information were found to be different for each city metro. It is expected that the results of this study can provide a reference value for future metro service landscape research.

• Journal of Service Research and Studies
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• v.14 no.3
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• pp.19-45
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• 2024

As smart tourism cities are being actively introduced, efforts are emerging to understand the current situation and devise improvements from the perspective of services actually experienced by travelers. This study aimed to present directions for improving the overall service environment of smart tourism cities by introducing the servicescape perspective. It defined servicescape elements within smart tourism cities and analyzed how tourists' servicescape experiences affect their value perception, emotions, and satisfaction. The research model was designed by dividing servicescapes into physical servicescapes (cleanliness, convenience, electrical facilities) and communicative servicescapes (aesthetics and practicality of apps). A survey was conducted on 309 tourists who visited Suwon, a smart tourism city, and analyzed using Smart PLS. The analysis results showed that among physical servicescapes, cleanliness and electrical facilities had a significant impact on the evaluation of tourist destination value, while convenience had no effect. The communicative servicescape, namely the tourism app, had a significant impact on smart tourism value and overall destination value assessment. The tourism app and smart tourism value played a significant role in increasing tourists' positive emotions and decreasing negative emotions, which ultimately affected tourism satisfaction. This study confirmed the importance of tourism apps in smart tourism cities along with the importance of basic physical environments. Through this, it provides useful implications for establishing service improvement strategies for smart tourism cities.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.357-372
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• 2016

Purpose: The paper aims to measure customer experience at banks in South Korea. This study examines six factors of customer experience and identifies their impacts on customer loyalty. Methods: The collected data with surveys were analyzed by using multi-regression analysis. The measurement tools used for this study were categorized into six dimensions: Customization, Employees, Servicescape, Internet Banking, Value addition, and the Presence of other customers. Results: Customer experience has an influence on customer satisfaction: The effects of Customization, Employees, Servicescape, Internet Banking and Value addition were found. However, the presence of other customers was not significant on customer satisfaction. Interestingly, it was found that customer satisfaction made a statistically significant influence on customer loyalty. Conclusion: This study focuses on a bank sector of customer experience. Thus, six factors of measuring customer experience were found. The results of this study will predict customers' experience and also build up effective strategies for the utmost satisfaction of the customers.

• The Korean Journal of Franchise Management
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• v.10 no.4
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• pp.19-29
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• 2019

Purpose: In beauty industry, service quality is very critical, because it impacts on the customer's positive attitude and behavior to the beauty salon or beauty brand. Thus, this research examines the effects of service attributes on customer satisfaction and loyalty in beauty salon. This research suggests the guidelines for how beauty salons should manage their physical environment, price policy, professional skills, and employees that improve management and business performance. Research design, data, and methodology: This study examines the structural relationship between service attributes, customer satisfaction, and loyalty. Service attributes divide into four sub-dimensions such as servicescape, price service, technical service, and employee service. In order to test the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and examined in previous studies. A total of 160 questionnaires were distributed and collected, and 150 were used for analysis except 10 that were unresponsive or unfaithful. The data were analyzed using SPSS 22.0 and SmartPLS 3.0 statistical package program. Result: The results of this research are as follows. First, all sub-dimensions of service attributes such as servicescape, price service, technical service, and employee service have significant positive impacts on satisfaction. Second, customer satisfaction have significant impact on loyalty. Conclusions: This study suggests an integrated model of the relationship that the characteristics of beauty salon service attributes affect customer loyalty through satisfaction, and suggests how to manage and allocate limited resources in the beauty industry. The findings of this research indicate that the level of customer satisfaction is shown to be increased by servicescape, technical characteristics, value of money, and human attributes. Thus, beauty salon management should focus on the relationship with their customers how to improve customer loyalty through satisfaction. The quality of beauty service influences customer's attitudes and behaviors toward beauty salon. Considering the beauty business, where the quality and customer satisfaction of beauty services are determined by the hairdresser's beauty skills,, the beauty salons must find ways to improve their skills and new trend of hair style. If beauty salon customers perceive the high quality of beauty service, they revisit beauty salon and recommend it to others.

• International Commerce and Information Review
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• v.10 no.4
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• pp.125-151
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• 2008

Website service quality is widely accepted as one of the key determinants of online business success. Several studies identified key factors that determine the website service quality factors appropriate for online business environments. A convention and visitors bureau (CVB) website is a service portal that delivers information online about a destination so users can develop an overall image of the location. CVBs struggle to deliver positive destination images because the competition among destinations to host conventions is intense. In spite of the important role of CVBs and the beneficial spillover effect of CVBs, there are few studies available reporting on the unique service qualities of a CVB website. The primary purpose of this study was to examine the determining factors that are appropriate for CVB websites from the meeting planners' perspective. The research questions arc: What are the determining factors of service quality of a CVB website? Do the determining factors of CVB website service quality positively influence meeting planners' satisfaction? The new conceptual framework was developed from a variety of destination marketing and Internet marketing concepts: e-servicescape management, web community network, Internet service encounter management, and online system quality. Empirical results indicate that three of the four factors, that is, e-servicescape, web community network, and online system quality are important determinants in evaluating CVB website service quality. The findings also show that three determinants have significant and positive influence on meeting planners' satisfaction. The findings from this study will provide meaningful advice for CVB website quality management. To enhance the CVB website service quality and satisfaction level of meeting planners, these three determinants' should be considered of the utmost strategic importance and priority.

• Journal of Korean Society for Quality Management
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• v.51 no.3
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• pp.329-346
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• 2023

Purpose: The purpose of this study is to analyze the influence of physical and social servicescape of apartment community facilities on residential satisfaction and quality of life among newlyweds who have been married for less than 7 years. Methods: In this study, a survey was conducted among 361 Newlywed Hope Town residents who have been married for 7 years or less, and frequency analysis, reliability, validity, and hypothesis testing were conducted using SPSS 22.0. Results: The results of this study are as follows. First, the physical service environment (spatiality, convenience, aesthetics, and comfort) has a significant effect on residential satisfaction. Second, social service landscape (human service, customer similarity, customer suitability) has a significant effect on residential satisfaction. Third, the physical service landscape has a significant effect on quality of life. Fourth, the social service landscape had a significant impact on quality of life. Finally, residential satisfaction has a significant effect on quality of life. Conclusion: This study found that community facilities in Newlywed Hope Town, an apartment complex for newlyweds who have been married for less than seven years, affect residential satisfaction and quality of life in both the physical and social environments. The significance of the study is that the community of the Newlywed Hope Town apartment was approached as a physical environment such as spatial organization and facilities and a social environment of human services, and the relationship between the effects on residential satisfaction and quality of life was examined. In the future, it is necessary to study the effects of communities for young couples such as the Newlywed Hope Town apartment on residential satisfaction and quality of life.

• Asia pacific journal of information systems
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• v.26 no.3
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• pp.393-426
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• 2016

The qualities of the technological artifact of online shopping websites and the overall support delivered by the service provider through the website are generally agreed to be crucial elements in creating customer satisfaction and loyalty. However, a lack of consensus exists on how those qualities are related to each other, what they consist of, and how they can be conceptualized. Based on relevant literature and using a servicescape framework as a theoretical lens, we divide online shopping website qualities into information and system qualities and argue that both factors affect service quality. We conceptualize each of the three types of quality as a second-order formative construct comprising its most salient quality dimensions: information quality consisting of reliability, understandability, currency, and relevance; system quality consisting of usability, availability, and responsiveness; and service quality consisting of efficiency and fulfillment. Our model of how information, system, and service qualities are related to one another and to customer satisfaction and loyalty is then tested empirically with a data set of 570 online shopping customers. Our integrated model reconciles the seemingly contradictory conceptualizations of previous researchers and provides an effective way to create customer satisfaction and loyalty.