• 지식경영연구
• /
• 제19권2호
• /
• pp.109-132
• /
• 2018

Recently, new financial services related to FinTech has gained attention more and more. Online P2P financial services transactions such as FinTech require careful examination of the constituents of information systems as an investment is made based on the information presented on the online platform without direct face-to-face contact. The purpose of this study is to find out the success factors of online P2P Lending service among FinTech. To serve the purpose, we build IS (information system) success model, and then use Kano model and fuzzy analytic hierarchy process (Fuzzy-AHP) to find out factors for the success of online P2P Lending service. In particular, this study uses Kano model to classify information system satisfaction factors and to calculate the satisfaction coefficient. The Kano model, however, has a drawback of evaluating single criterion. Therefore, we use multi-criteria decision-making technique such as Fuzzy-AHP to derive the relative importance of the factors. The analysis results show different results depending on the analysis technique. In the Kano model, most of the information system factors are a one-dimensional quality attribute. The satisfaction coefficient is highest for personalized service, followed by the responsiveness of service, ease of using a system, understanding of information, usefulness of information' reliability. The service reliability is the highest in dissatisfaction coefficient, followed by system security, service responsiveness, system stability, and personalized service. The results of the Fuzzy-AHP analysis shows that the usefulness of information quality, the personalization of service quality, and the security of system quality are the significant factors and the stability of system quality was a secondary factor.

• 유통과학연구
• /
• 제19권2호
• /
• pp.37-44
• /
• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• 한국병원경영학회지
• /
• 제4권1호
• /
• pp.171-189
• /
• 1999

This study aims to investigate the determinants of service quality and the relationships of service quality, customer satisfaction, word of mouth and subsequent purchase intention of medical service. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of medical service quality. SERVQUAL measures service dimension of tangibles, reliability, responsiveness, assurance and empathy. The questionnaire method is used in this study. A survey is conducted on patients who are randomly selected. The questionnaire are sent to 300 patients and 208 are available. The objectives of this study were: 1) to find out the influence of determinants of service quality on medical service. 2) to investigate the relationship of medical service quality and customer satisfaction. 3) to analyze the relationship of customer satisfaction and favorable word of mouth, ubsequent purchase intention 4) to find out the gap perceived service quality between secondary and tertiary hospital. The results of this study are summarized as follows: 1) Reliability, responsiveness and assurance have a positive impact on the medical service quality. 2) Medical service quality has a positive impact on the customer satisfaction. 3) Customer satisfaction has a positive impact on the favorable word of mouth and subsequent purchase intention. 4) There is no gap between secondary and tertiary hospital of perceived service quality.

• 간호행정학회지
• /
• 제6권2호
• /
• pp.259-279
• /
• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• 한국품질경영학회:학술대회논문집
• /
• 한국품질경영학회 2010년도 춘계학술대회
• /
• pp.151-156
• /
• 2010

As well as the development of the measurement of service quality, various kinds of service measurements are also being developed. Especially the mobile telecommunication service being representative to the mobile telecommunication company would be the mostly developed area. Its development can be understood along with the development of the telecommumication companies as well as cellular companies, not only the service alone. It is a differentiated phenomenon in the current research, such as the organic influence between the service quality and product. Of course there are such products placed on sale and enjoyed the common service, but at present there is another case that the product is on the market exclusively with the mobile company in here.

• 대한안전경영과학회지
• /
• 제11권2호
• /
• pp.179-185
• /
• 2009

This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.

• 한국IT서비스학회지
• /
• 제14권4호
• /
• pp.199-220
• /
• 2015

Recently, many internet users are using mobile music service. In this paper, we aim to examine the effects of system quality factors and relation quality factors on continuance intention in the context of mobile music service. In order to analyze the antecedents of continuance intention, we introduced independent variables such as ease of use, stability, trust, involvement and unity. We also consider customer value and customer satisfaction as mediators. For empirical analysis, we surveyed 240 users of mobile music service. We conduct PLS (Partial Least Square) analysis for SEM (Structural Equation Modeling). As a result, 8 of proposed 12 hypotheses were accepted. Especially, system quality, trust and unity show positive influence on customer satisfaction significantly. Involvement and unity are positively related to customer value. Customer value and customer satisfaction show positive influence on continuance intention significantly. The results of this research can be useful guidelines for mobile music service users and providers.

• 한국방송∙미디어공학회:학술대회논문집
• /
• 한국방송공학회 1998년도 Proceedings of International Workshop on Advanced Image Technology
• /
• pp.73-78
• /
• 1998

Our platform introduced in this paper is based on DAVIC specifications which define high quality multimedia services with some extensions to provide user friendly and uniform interface to its users. We designed and implemented an integrated service platform for high quality interactive multimedia services, swithed digital broadcasting, and Internet services. The integration in terms of a service provider system, a delivery system, and a service user system is taken into account. Our research results in the development of integrated high quality interactive and digital broadcasting multimedia services with web-based common user interface and its experience will be feedback to the field trial service which will be launched from next year.

• 산업경영시스템학회지
• /
• 제23권60호
• /
• pp.83-89
• /
• 2000

As customer's needs change rapidly in recent days, the evaluation scale about service quality is changing against the variation of the customer's needs. It is fact that the need of change which established evaluation ways about service quality rise more and more. 6-Sigma activity, called "most innovative management strategy in 20th Century", have many problems apply to service company. The important one between these problems is the problem about Critical To Quality(CTQ) Selection caused from the absence of more precise evaluation system. The objective of this study is the development of methodology for CTQ selection coincide to service company. It is the basic logic that the way to regard MOT mainly effects about total customer satisfaction index(CSI) as CTQ, after the development of the evaluation system based on MOT with customers. Also, the study focused on the case of department store progress to exhibit the reasonableness of this logic.

• 한국병원경영학회지
• /
• 제16권1호
• /
• pp.101-123
• /
• 2011

In this study, we examined the effects of high-performance work system(HPWS) on healthcare staffs' patient orientation and perceived service quality. To investigate the causalities of the factors such as HPWS, patient orientation, and perceived service quality, we collected national wide samples of 721 healthcare staffs from 144 hospitals. We deployed reliability analysis(Cronbach ${\alpha}$) and confirmatory factor analysis(CFA) for the factors. With 4 proposed hypotheses, we fabricated a structural equation model with AMOS 7.0 and examined the validity of the hypotheses. Followed were findings of this study. First, the healthcare staffs' perceptions of HPWS in hospital settings were positively linked to the perceived service quality. Second, the intensity of HPWS also influenced the healthcare staffs' patient orientation. Third, the perceptions of patient orientation were positively linked to the perceptions of service quality. Fourth, HPWS were linked to healthcare staffs` perceptions of service quality both directly and indirectly through their perceptions of patient orientation. These findings implied that HPWS would be a way of survival in drastically changing hospital environments.