• The Journal of the Korea Contents Association
• /
• v.21 no.8
• /
• pp.108-122
• /
• 2021

The purpose of this paper is to examine the impact of servicescape on perceived service quality, service satisfaction and to verify causal relationships between servicescape, technical service quality, functional service quality, service satisfaction, and service loyalty in coffee shop franchises. An online survey was conducted to collect the data from the actual service customers of coffee shop franchises. An analysis of structural equation modeling was performed using AMOS 24.0 and SPSS 24.0 to test the research hypotheses. The results of the study are as follows: first, servicescape has positive influence on technical service quality and functional service quality except for service satisfaction. Second, both technical service quality and functional service quality have positive influence on service satisfaction. Finally, service satisfaction has a strong effect on service loyalty. This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes both functional service quality and technical service quality. Servicescape in the coffee shop service has the influence on shaping service quality perceptions and their subsequent impact on service satisfaction and service loyalty.

• The Korean Journal of Community Living Science
• /
• v.26 no.3
• /
• pp.523-540
• /
• 2015

This study examines the structural relationships between service quality, satisfaction, and behavioral intentions in responsible tourism. In particular, the study focuses on moderating effects of age. Data were collected from 471 tourists from seven responsible tourism agencies. SPSS 20.0 and AMOS 18.0 were used for frequency, reliability, exploratory factor, confirmatory factor, and path analyses. The results of a exploratory factor analysis yield two dimensions of service quality (functional quality and technical quality). The results of structural equation modeling indicate that functional quality and technical quality had positive effects on satisfaction, which in turn had a positive effect on behavioral intentions. In addition, age moderated the relationships between service quality, satisfaction, and behavioral intentions such that functional quality had a positive effect on satisfaction in the group of tourists in their twenties and thirties and that functional quality and technical quality were important factors for tourists in their forties. The results are expected to help responsible tourism communities better manage service quality to increase tourist satisfaction.

• Journal of the Korean Home Economics Association
• /
• v.47 no.1
• /
• pp.13-24
• /
• 2009

The purpose of this study was to examine the effects of banking service quality on consumer satisfaction and positive word-of-mouth. A total of 330 bank consumers were investigated between Sept. 11 and Oct. 11, 2006. After sorting through the data, the responses of 299 consumer ( > 24 yrs old) were used for analysis. SERVPERF, the performance component of the Service Quality scale (SERVQUAL), was used to measure the four dimensions of reliability, responsiveness/empathy, assurance, and tangibles. Responses were partitioned by age and gender. The major findings were as follows; The effect of service quality by SERVPERF on consumer satisfaction and positive word-of-mouth did not differ according to gender. However, positive recommendation in males was directy related to the technical quality evaluate. In females, higher the functional quality evaluate was directly related to higher positive word-of-mouth recommendation. The effect of service quality by SERVPERF on consumer satisfaction was not revealed differently according to age. However, with respect to respondents under the age of 45, tangibles and assurance had a positive relationship with word-of-mouth recommendation. Furthermore, the higher the functional quality evaluate, the higher the level of positive word-of-mouth. Responsiveness/empathy was the most significant factor on positive word-of-mouth recommendation in respondents over the age of 45. In this age group, the higher the technical quality evaluate, the higher the level of positive word-of-mouth recommendation. These results have implications for banking service managers, particularly in improving service quality to increase consumer satisfaction and positive word-of-mouth. Future research is needed to replicate this study using more broad and representative samples in order to test the generalization of these findings.

• Journal of Communications and Networks
• /
• v.18 no.2
• /
• pp.162-172
• /
• 2016

The placement of the complete baseband processing in a centralized pool results in high data rate requirement and inflexibility of the fronthaul network, which challenges the energy and cost effectiveness of the cloud radio access network (C-RAN). Recently, redesign of the C-RAN through functional split in the baseband processing chain has been proposed to overcome these challenges. This paper evaluates, by mathematical and simulation methods, different splits with respect to network level energy and cost efficiency having in the mind the expected quality of service. The proposed mathematical model quantifies the multiplexing gains and the trade-offs between centralization and decentralization concerning the cost of the pool, fronthaul network capacity and resource utilization. The event-based simulation captures the influence of the traffic load dynamics and traffic type variation on designing an efficient fronthaul network. Based on the obtained results, we derive a principle for fronthaul dimensioning based on the traffic profile. This principle allows for efficient radio access network with respect to multiplexing gains while achieving the expected users' quality of service.

• Corrosion Science and Technology
• /
• v.17 no.2
• /
• pp.74-80
• /
• 2018

The electronic industries require environmentally-friendly and highly functional materials to enhance the quality of human life. Home appliances require insect repellent steels that work to protect household microwave ovens from incurring damage by insects such as fire ants and cockroaches in tropical regions. Thus, POSCO has developed new types of functional steels, coated with an array of organic-inorganic hybrid composites on the steel surface, to cover panels in microwave ovens and refrigerators. The composite solution uses a fine dispersion of hybrid solution with polymeric resin, inorganic and a pyrethroid additive in aqueous media. The hybrid composite solution coats the steel surface, by using a roll coater and is cured using an induction curing furnace on both the continuous galvanizing line and the electro-galvanizing line. The new steels were evaluated for quality performances, salt spray test for corrosion resistance and biological performance for both insect repellent and antimicrobial activity. The new steels with organic-inorganic composite coating exhibit extraordinarily biological functionalities, for both insect repellent and antimicrobial activities for short and long term tests. The composite-coating solution and experimental results are discussed and suggest that the molecular level dispersion of insecticide on the coating layer is key to biological functional performances.

• International Journal of Knowledge Content Development & Technology
• /
• v.10 no.1
• /
• pp.7-20
• /
• 2020

For research data to be shared without legal, financial and technical barriers in the Open Science era, data repositories must have the functional requirements asked by DMP and CoreTrustSeal. In order to derive functional requirements for the data repository, this study analyzed the Data Management Plan (DMP) and CoreTrustSeal, the criteria for certification of research data repositories. Deposit, Ethics, License, Discovery, Identification, Reuse, Security, Preservation, Accessibility, Availability, and (Meta) Data Quality, commonly required by DMP and CoreTrustSeal, were derived as functional requirements that should be implemented first in implementing data repositories. Confidentiality, Integrity, Reliability, Archiving, Technical Infrastructure, Documented Storage Procedure, Organizational Infrastructure, (Meta) Data Evaluation, and Policy functions were further derived from CoreTrustSeal. The functional requirements of the data repository derived from this study may be required as a key function when developing the repository. It is also believed that it could be used as a key item to introduce repository functions to researchers for depositing data.

• Corrosion Science and Technology
• /
• v.18 no.1
• /
• pp.16-23
• /
• 2019

Steels for automotive fuel tank require unique properties such as corrosion resistance for fuel, welding for joining, forming for press, and painting for exterior. Recently, automakers have been requiring excellent seam weldable steels to enhance manufacturing productivity of fuel tank. Thus, POSCO developed a new type of functional steels coated with nano-composite thin layer on Zn-Ni plating steels. The nano-composite coating solution was prepared by mechanical fine dispersion of solutions consisting of polymeric resin and nano-composite materials in aqueous media. The composite solution was coated on the plating steel surface by using roll coater and cured through induction furnace. These new developed plating steels were evaluated for quality performances such as seam and spot weldability, press formability, and corrosion resistance. These new functional steels coated with nano-composite layer exhibited excellent seam weldability and press formability. Detailed discussion of coating solution and experimental results suggest that nano-sized composite dispersion as coating layer plays a key role in enhancing the quality performance.

• Journal of Distribution Science
• /
• v.21 no.10
• /
• pp.51-61
• /
• 2023

Purpose: Research focuses on private universities' professional education in a competitive educational environment. Due to increased competition in the higher education industry, private universities are under pressure to improve their marketing strategies and better understand their prospective students. This study intends to investigate how information sources are used and modified by Indonesian university students when making decisions. Research design, data and methodology: This research is a case study in Riau province, which includes active university students registered in the government database. Data was collected using a questionnaire distributed via Google Forms to students at a private university, and 164 students completed the questionnaire. Results: The results show that the influence of technical quality, functional quality, and image cannot affect word of mouth, and technical quality cannot affect consumer attitudes. The results show that the distribution of high service quality and high image will encourage people to share their experiences by word of mouth to build evaluation attachment in college selection. and found that a good campus image has no direct impact on word of mouth. The spread of an excellent campus image only attracts students to evaluate it. The more talk about the distribution of service quality, the higher the decision to choose the service.

• Korea Journal of Hospital Management
• /
• v.14 no.4
• /
• pp.25-51
• /
• 2009

This model was empirically developed to test the effect of medical service quality and hospital's reputation on customer satisfaction, repurchase intention, and negative word of mouth as to disease severity. The model was tested in the context of the hospital industry. The findings are as follows. First, medical service provider's functional quality and technical service quality have significant effect on customer satisfaction. Second, hospital's reputation has positive(+) effect on customer satisfaction and significant negative effect on negative word of mouth. Third, customer satisfaction with medical service quality has significantly positive effect on customer's repurchase intention and has negative(-) effect on customer's negative word of mouth. Furthermore, customer's negative word of mouth has negative effect on their repurchase intention. Fourth, as to different disease severity, medical service quality and hospital's reputation have different effect on customer satisfaction, repurchase intention, and negative word of mouth. When patients get slightly ill, functional service quality and technical service quality have direct influence on customer satisfaction which has positive influence on repurchase intention and negative influence on negative word of mouth. Finally, negative word of mouth has negative effect on customer's repurchase intention. However, while hospital's reputation doesn't have effect on customer satisfaction, the reputation has significantly negative effect on negative word of mouth. When patients get seriously ill, only functional service quality has positive effect on customer satisfaction which influences on customer's repurchase intention and negatively influences on negative word of mouth. On the contrary, negative word of mouth doesn't influence on customer's repurchase intention as patients want to treat serious diseases in the large general hospitals even though negative word of mouth is known to them.

• Journal of Navigation and Port Research
• /
• v.43 no.6
• /
• pp.353-360
• /
• 2019

Technology-driven development of a new system makes it difficult for users and stakeholders to identify or intervene in the development process, resulting in systems with unnecessary functions and poor quality services. Applying the software architecture design process to the initial design of the navigation system platform of autonomous ships enables the development of a system that reflects the required functions and service quality of the stakeholders. The design, which includes all of the subsystems that make up an autonomous ship platform, is close to an enterprise architecture. Thus, we strived to design a navigation system platform suitable for the design range of the software architecture. This study analyzed the definition of functional requirements, and quality attributes by applying the software architecture design procedure. This study was conducted to identify the characteristics of the navigation system and platform needs, and the stakeholders were identified. To derive the functional requirements and constraints of the platform, a quality attributes workshop was held engaging stakeholders, and the results of the analysis of functional requirements and quality attributes were listed. Based on the results of this study, the architect can establish the evidence and technical solutions that are integral for the architecture development, and will facilitate the creation of quality attribute scenarios.