• Title/Summary/Keyword: Specialized Quality Service

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A Literature Study on the Developmental Process of the Coffee Market in Japan - Focusing on a Specialized Japanese Coffee Store System - (일본 커피시장의 발전 과정에 관한 문헌적 연구 - 커피전문점 시장을 중심으로 -)

  • Kim, Soon-Ha
    • Culinary science and hospitality research
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    • v.16 no.2
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    • pp.155-169
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    • 2010
  • Only specialized coffee stores which have a competitive power will survive in the future and what matters is that how well they satisfy customers. A variety of costumers regard their individuality as important and prefer the store which meets their value. Therefore, managers should have a marketing strategy which comes up to customers' expectations with a clarified concept. In this respect, this study focuses on the structure of a specialized Japanese coffee store system which is similar to that of Korea and its changing process. The purpose of this paper is to present an ideal strategy for a specialized Korean coffee store system after investigating Japanese various kinds of coffee, their developmental process, and the Japanese coffee market trend. According to this results, Korean studies on coffee are just focusing on the quality of services. Therefore, it is necessary to study the scale of stores, the classification between domestic coffee stores and those of foreign enterprises, and the comparative analysis of both individual coffee stores and franchised coffee stores.

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A Study on Customer Perceived Service Quality of Korean Traditional Restaurants in Gyeongju (경주지역 한식당 이용객의 서비스 품질지각에 관한 연구)

  • 성태종;이순애
    • Culinary science and hospitality research
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    • v.10 no.3
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    • pp.97-118
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    • 2004
  • As the economy grows rapidly and the national income level increases, the service industry has become more important and its size gets larger. Especially, the food industry undertakes a continuing growth of consumer expenditures through no nationalization of food, consumers varying patterns of eating out, and individualization. However, it includes many problems with improving service quality towards customers owing to the absence of systems and philosophy to realize customer satisfaction management Therefore, this study conducted a study with Korean traditional restaurant customers to measure their perceived service quality, to verify what factors most influence consumer satisfaction, and to suggest ways to meet the costumer needs by integrating the study results and developing high service quality. To sum up the results of this study, Korean traditional restaurant visitors evaluated three dimensions of service quality overall favorably. Interestingly, background music received a lower level of satisfaction. This implies that the Korean traditional restaurant managers do not do a fine performance in managing music as an ambient element to evoke the atmosphere of the restaurant. Customers showed a lower satisfaction with menu price among the factors measuring product quality. As a result of this study, several suggestions have been made as follows: First, it is necessary for the Korean traditional restaurants to provide systematic employee training to instigate a service culture of customer focus. Secondly, it is important to develop traditional foods using ingredients produced in the region based on a literature review of food in Gyeongju, Silla. Thirdly, it is an urgent task to develop regional menus to revitalize the restaurant business. Fourthly, it is important to provide safety food through systematic sanitary administration. Lastly, it is necessary to limit the number of menu items and attempt specialization of them. Such an attempt with specialized menu items will help their food taste and quality improve and thereby reduce inventory burdens. However, this study has a few limitations. Since this study conducted a survey of the restaurants which provides only Korean traditional food in Gyeongju, not all the restaurants in it, there is a limitation in measuring customer satisfaction with service quality. Therefore, the study results cannot be generalized to all the restaurants in Gyeongju and the nation. Finally, this study suggests that studies on the relationships between customer satisfaction and menu price and customer value system or further customer satisfaction studies with Korean traditional restaurants should be continued.

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Feasibility to Expand Complex Wards for Efficient Hospital Management and Quality Improvement

  • CHOI, Eun-Mee;JUNG, Yong-Sik;KWON, Lee-Seung;KO, Sang-Kyun;LEE, Jae-Young;KIM, Myeong-Jong
    • The Journal of Industrial Distribution & Business
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    • v.11 no.12
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    • pp.7-15
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    • 2020
  • Purpose: This study aims to explore the feasibility of expanding complex wards to provide efficient hospital management and high-quality medical services to local residents of Gangneung Medical Center (GMC). Research Design, Data and Methodology: There are four research designs to achieve the research objectives. We analyzed Big Data for 3 months on Social Network Services (SNS). A questionnaire survey conducted on 219 patients visiting the GMC. Surveys of 20 employees of the GMC applied. The feasibility to expand the GMC ward measured through Focus Group Interview by 12 internal and external experts. Data analysis methods derived from various surveys applied with data mining technique, frequency analysis, and Importance-Performance Analysis methods, and IBM SPSS statistical package program applied for data processing. Results: In the result of the big data analysis, the GMC's recognition on SNS is high. 95.9% of the residents and 100.0% of the employees required the need for the complex ward extension. In the analysis of expert opinion, in the future functions of GMC, specialized care (△3.3) and public medicine (△1.4) increased significantly. Conclusion: GMC's complex ward extension is an urgent and indispensable project to provide efficient hospital management and service quality.

The Effect of back muscle strengthening on the quality of chest compressions during cardiopulmonary resuscitation

  • Yun, Seong-Woo
    • Journal of the Korea Society of Computer and Information
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    • v.24 no.2
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    • pp.157-161
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    • 2019
  • In this paper, the researcher investigated whether strengthening the back muscles affects the quality of chest compressions during cardiopulmonary resuscitation by university students. A total of 50 students majoring in healthcare were included from September 2018 to November. The participants performed chest compressions during cardiopulmonary resuscitation (CPR) for 2 min after back muscle strength was measured. Then, after adequate rest, the participants repeated the back muscle strength measurements and chest compressions after taping the erector spinae muscle. The paired t-test was performed to analyze changes in chest compression quality after taping. As results, taping enhanced back muscle strength and positively affected the depth of chest compressions and the compression to recoil ratio. Taping also increased confidence and lowered fatigability during chest compressions, so the participants preferred being taped while performing chest compressions. Based on these results, taping could help emergency room medical personnel specialized in CPR to enhance the quality of CPR and relieve back pain and fatigability by strengthening the back muscles.

Analysis of Quality Measurement & Evaluation Index in applying Web Information Service I (Web 정보서비스 평가를 위한 기존 측정지표 분석 I)

  • Yoo, Sa-Rah
    • Journal of the Korean Society for Library and Information Science
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    • v.34 no.3
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    • pp.133-156
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    • 2000
  • A fundamental issue to consider when searching Web information is the quality of information itself and of service. If a Quality Information System (QIS) of Digital Library is sought, new measurement criteria and evaluation index for Web information service are required. Reliance on the existing evaluation criteria is not acceptable if data retrieved are not information and the service is only noise to end-user. Applying existing evaluation criteria of online database to Environmental & Energy Engineering Web DB revealed the limitations and provided a practical and case-based information for improvement. No attempt was made to survey comprehensively all of the evaluation methods that could possibly be relevant. Instead, this discussion concentrates on the information service evaluation index being developed in the KDPC Project. The research found that domestic Web-DB service are still woefully insufficient to conduct comprehensive investigations on environmental topics. More qualified and specialized R&D Web information service and the development of new evaluation criteria based on this investigation(research I.) will be discussed in follow-up research II.

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A Study on the Service Quality of Serviced Residence according to Consumers' Characteristics (고객 특성에 따른 서비스드 레지던스의 서비스 품질 차이 연구)

  • Kim, Young-Joong;Yoon, Hye-Hyun
    • Culinary science and hospitality research
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    • v.15 no.2
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    • pp.45-56
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    • 2009
  • The objective of this research is to provide serviced residence enterprises with the basic materials necessary for establishing a marketing strategy by surveying the recognition of service quality that differs according to the characteristics of customers using serviced residence. With 317 customers of the sample, the statistical data were treated by the frequency analysis, the reliability analysis, the analysis of searching factor, the t-test and the ANOVA. As a result, the service quality of serviced residence was divided into 5 factors of facilities, price, variety, reliability, expertise and kindness. Analyzing the difference in average for sex, nationality, marital status and natives and foreigners, it was found that there was significant difference in the variables of each factor. Considering the result of this research, it seems that serviced residence enterprises should enhance competitiveness with differentiated and specialized marketing strategies which satisfy the characteristics of customers.

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A Study on the Measurement of Service Quality of Construction Technology Digital Library System (건설기술 디지털도서관시스템의 서비스 품질 측정에 관한 연구)

  • Jeong, Seong-Yun
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.12
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    • pp.709-716
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    • 2018
  • This study designed a research model to improve the service quality of a Construction Technology Digital Library System (CODIL), which is operated to enhance the technical competitiveness of construction and engineering companies. SERVQUAL, LibQUAL+, and DigiQUALTM are models for measuring the library service quality. This study examined the factors used in SERVQUAL, LibQUAL+, and DigiQUALTM to objectively select the measurement factors used in the research model. This study selected the factors that reflect the characteristics of CODIL among the factors investigated. Next, this study was conducted with a sample of CODIL members. The correlations between the independent variables and a dependent variable were analyzed, and the factors and influence of CODIL on the user satisfaction were examined. These results can be used as useful data to improve the service of digital libraries in other specialized fields.

Insights from the Compulsory Licensing and the Approved Contractor Scheme of the UK Private Security (영국의 민간경비 의무적 자격증 및 인증계약자 제도에 관한 연구)

  • Lee, Seong-Ki;Kim, Hak-Kyong
    • Korean Security Journal
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    • no.30
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    • pp.85-115
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    • 2012
  • The private security industry has expanded in proportion to economic developments throughout the world, largely because the existing security services provided by the government do not satisfy demands of various economic entities and people in the society for better security service. Therefore, it would not be unfair to say that security services by private sectors are decided by its quality, price, and customers' needs. A refined management system, however, is essential to assess qualification of security companies and their service quality, given the nature of public goods of security service. Despite the steady growth of private security industry in Korea, however, it has been continuously criticized that its security management system for better qualification of security guards, training, and private security companies have not been fully updated enough to guarantee good quality. This paper aims to gain insights to effective policy formation in the Korean private security industry, through reviewing the licensing system of private security guards and the Approved Contractor Scheme (hereinafter the ACS) in the UK- that has on one hand systematically regulated private security industry, but on other hand has enforced public-private cooperation by laying significant stress on autonomy of private security companies. The distinctive characteristic of the UK policy for the private security is that the Security Industry Authority (hereinafter the SIA), an independent authority, is leading development of the private security industry of the UK through specialized private security regulation and enhanced service quality. In addition, the UK is developing quality of security service with transparent financial management and recruitment of good quality security guards by adopting not only substantially specified regulations and standards, but the voluntary ACS system. Moreover, the SIA analyzes customers' demands for security service specializing the policy for private security through conducting a variety of surveys. With the analysis of the UK private security system, this paper suggests that the Korean government change from a non-specialized private security regulation system by the National Police Agency to an independently specialized private security authority like the SIA and adopt the compulsory licensing and the ACS system of the UK.

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E-book Customer Service Satisfaction by Using E-S-Qual (e-서비스 품질 평가모형을 이용한 전자책 서비스 이용자 만족도 연구)

  • Kim, Dong Eun;Ahn, Nah-Yeon;Lee, Kyoung-Ryul
    • The Journal of the Korea Contents Association
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    • v.14 no.7
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    • pp.559-570
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    • 2014
  • The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.

The effect of image search, social influence characteristics and anthropomorphism on purchase intention in mobile shopping

  • KIM, Won-Gu;PARK, Hyeonsuk
    • The Journal of Industrial Distribution & Business
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    • v.11 no.6
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    • pp.41-53
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    • 2020
  • Purpose: The purpose of this study is to review the previous studies on the characteristics of the image search service provided by using artificial intelligence, the social impact characteristics, and the moderating effect of perceived anthropomorphism, and conduct empirical analysis to identify the constituent factors affecting purchase intention. To clarify. Through this, I tried to present theoretical and practical implications. Research design, data, and methodology: Research design was that characteristics of image search service (ubiquity and information quality) and social impact characteristics (subjective norms, electronic word of mouth marketing) are affected by mediation of satisfaction and flow, therefore, control of perceived anthropomorphism have an effect on purchase intention to increase. For analysis, research conducted literature review, and developed questionnaires, so that EM firm which is a specialized research institute has collected data. This was conducted on 410 people between the 20s and 50s who have mobile shopping experiences. SPSS Statistics 23 and AMOS 23 had been used to perform necessary analysis such as exploratory factor analysis, reliability analysis, feasibility analysis, and structural equation modeling based on this data. Results: first, ubiquity, information quality and subjective norms were found to have a positive effect on purchase intention through satisfaction and flow parameters. Second, satisfaction and flow were found to have a mediating effect between ubiquity, information quality, and subjective norms and purchase intentions. However, there was no mediating effect between eWOM information and purchase intention. Third, perceived anthropomorphism was found to have a moderating effect between information quality and satisfaction, and it was found that there was no moderating effect on the relationship between information quality and flow. Conclusions: The information quality of image search services using artificial intelligence has a positive effect on satisfaction, and it has been found that there is a positive moderate effect of perceived anthropomorphism in this relationship, which may be an academic contribution to the distribution science utilizing artificial intelligence. Therefore, it is possible to propose a distribution strategy that improves purchase intention by utilizing image search service and anthropomorphism in practical business and providing a more enjoyable immersive experience to customers.