• Title/Summary/Keyword: The effect of the service

Search Result 7,793, Processing Time 0.044 seconds

Measuring the Service Quality, Perceived Value and Satisfaction in Namhaean Area Restaurants (남해안 지역 음식점들의 서비스 품질, 지각된 가치와 만족도의 평가)

  • Kang, Jong-Heon;Go, Beom-Seok
    • Journal of the East Asian Society of Dietary Life
    • /
    • v.17 no.3
    • /
    • pp.417-424
    • /
    • 2007
  • The purpose of this study was to measure the effects that service quality, perceived value and satisfaction have on loyalty in Namhaean area restaurants. A total of 273 questionnaires were completed. The structural equation model was used as an analysis method to measure the causal effects of service quality, perceived value, satisfaction and loyalty. The results demonstrated that the structural analysis result for the data was an excellent model fit. The effect of service quality on value, the effect of perceived sacrifice on value, the effect of service quality on satisfaction, the effect of value on satisfaction, and the effect of satisfaction on loyalty were statistically significant. Moreover service quality had an indirect effect on satisfaction through perceived value, and service quality also had an indirect effect on loyalty through perceived value and satisfaction. Perceived value had an indirect effect on loyalty, and an effect through satisfaction. Perceived sacrifice had an indirect effect on satisfaction through perceived value, and it also had an indirect effect on loyalty, and an effect through satisfaction. Further study is still required, and should be aimed at identifying the causal mechanisms of constructs, such that restaurant managers might be better prepared to offer value and satisfaction to their customers.

  • PDF

A Study on the Effect of the Logistics Service through e-Marketplaces (e-Marketplaces를 통한 물류서비스 성과에 관한 연구)

  • Lee, Gwang-Bae;Kim, Myeong-Su
    • Journal of Korea Port Economic Association
    • /
    • v.21 no.4
    • /
    • pp.239-253
    • /
    • 2005
  • Although logistics service quality is considered an essential strategy for success and survival in today's internet environment, there are still a lot of question: what variables determine the extent of logistics service effect, how difficultly do the determinants affecting logistics service effect and how accomplish the decision making in the implementation of inter-organization information system. The purpose of this study is to examine a model to utilize the application and effect of logistics service through e-marketplaces. The results of empirical analysis are mentioned as follows; First, among the interorganization information system factors, four variables(top management support in organization characters, competitive degree in environment characters, relative advantage and information efficiency in innovation characters) have been shown to be primary determinant of the effect of logistics service quality. Second, the type of independent variable used results in a significant difference in the effect of logistics service quality. Third, Korean firms have to pursue the corporate strategy focused on logistics service quality.

  • PDF

An effect on the Job-satisfaction and Service quality of the effect factor on Job-satisfaction on Family Restaurant Service Staff. (외식업체 종사원의 직무만족 영향요인이 직무만족과 서비스품질에 미치는 영향)

  • Lee, Hyeong-Baek;No, Jin-Ok
    • Proceedings of the Korea Hospitality Industry Research Society Conference
    • /
    • 2005.11a
    • /
    • pp.1-20
    • /
    • 2005
  • Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

  • PDF

The mediating effect of service quality between internal marketing and customer satisfaction (호텔종사자의 내부마케팅과 고객만족의 관계에서 서비스품질의 매개효과)

  • Ahn, Kwan-Young
    • Journal of the Korea Safety Management & Science
    • /
    • v.9 no.6
    • /
    • pp.97-103
    • /
    • 2007
  • This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

Service Failure and Service Recovery Experienced by Online Apparel Shoppers (패션상품 온라인 구매경험자의 서비스 실패와 회복에 관한 연구)

  • Park, Min-Jung
    • Journal of the Korean Home Economics Association
    • /
    • v.47 no.7
    • /
    • pp.73-82
    • /
    • 2009
  • The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

How Should Service Innovation Strategy be Aligned with Business Strategy? : Focused on the Moderating Effect of IT Capability (서비스혁신 전략과 비즈니스 전략 간 연계와 정보기술 역량의 조절효과에 관한 연구)

  • Ryu, Hyun-Sun;Lee, Jae-Nam
    • Journal of Information Technology Services
    • /
    • v.14 no.2
    • /
    • pp.195-229
    • /
    • 2015
  • Service innovation is considered a new way to gain competitive advantage and enhance firm performance. However, service innovation does not always guarantee the desired outcome. The effective organization and management of well-planned service innovation practices, which are consistent with the firm's business environment, become a critical challenge for service innovation success. In addition, an increasing number of studies have focused on the role of information technology (IT) capability in service innovations. Most studies on service innovation have focused on the influences of the strategic alignment and IT capability separately. In contrast, the current study combines them by investigating the positive moderating effect of IT capability on the alignment between business strategy and service innovation strategy. Based on data collected from 183 service firms in Korea, we first explore the effect of service innovation strategies when coupled with different business strategies on better firm performance. We then investigate the moderating effect of IT capability on the relationship between strategic alignments and firm performance. Empirical evidence indicates that a synergistic effect between alignment and IT capability on firm performance exists. Firms that have aligned service innovation strategy with business strategy should consider improving their organizational IT capability to ensure substantial leverage.

The Effects of Service Fairness Service and Service Quality on Airline Reuse Intention -Moderating Effect of Value-Orientation - (항공사의 서비스공정성과 서비스품질이 재이용의도에 미치는 영향 -가치지향성의 조절효과를 중심으로-)

  • Jang, Young-Joo
    • The Journal of the Korea Contents Association
    • /
    • v.20 no.9
    • /
    • pp.344-354
    • /
    • 2020
  • The purpose of this study was to examine the moderating effect of service value in the effect of service fairness on service quality and structural causal relationship between service quality and reuse intention of domestic airlines. The impact between the variables was analyzed using SPSS 21.0 and AMOS 21.0 based on a survey of 320 airline users. The results are as follow. First, all the three factors of airline service fairness had a significant effect on service quality. Second, out of the three service fairness factors, distribution fairness and interactivity, had a positive effect on reuse intention. On the contrary, interactive fairness had no significant effect on reuse intention. Third, airline service quality had a significant effect on reuse intention. Finally, there was a moderating effect of value orientation in the relationship between service fairness and service quality.

Customization, Network Effect, Service Quality and Customer Loyalty : An Investigation of Music Streaming Services (고객화, 네트워크 효과, 서비스 품질 및 고객 충성도 : 음원 스트리밍 서비스를 중심으로)

  • Eum, Sangwon;Rhim, Hosun;Han, Youngmi
    • Journal of Information Technology Services
    • /
    • v.18 no.4
    • /
    • pp.115-134
    • /
    • 2019
  • The global music industry has been growing steadily every year. In particular, the proportion of music streaming services in the overall market are expanding. It shows same pattern in domestic market. Also, several companies are providing music streaming services competitively. It is clear that there is growing interest in effective operations of music streaming services. In this study, we examine the impact of customization and network effect on service quality and customer loyalty. We collect survey data and analyze relationships between latent variables using structural equations modeling. We find that customization and network effect of music streaming services positively affect service quality. However, the effect of customization on customer loyalty is not significant and there is a negative effect of network effect on customer loyalty. Finally, we find that service quality works as a mediator between customization and customer loyalty, and service quality also works as a mediator between network effect and customer loyalty.

The Effect of Location Characteristics and Service Quality of Beauty Salon on Customer Satisfaction and Intention to Revisit - Focusing on the Gender Control effect of University Students - (미용실의 입지특성과 서비스품질이 고객만족과 재방문의도에 미치는 영향 - 대학생의 성별조절효과 중심으로 -)

  • Sun-Ju Park
    • Journal of the Korea Fashion and Costume Design Association
    • /
    • v.25 no.3
    • /
    • pp.143-155
    • /
    • 2023
  • This study examined the effect of beauty service location characteristics and service quality on customer satisfaction and revisit intention, and analyzed the gender control effect of location characteristics and service quality in the relationship with customer satisfaction. The Statistical Package for the Social Sciences (SPSS) was employed and analysis was conducted to investigate how location characteristics and service quality in beauty service encounters effects customer satisfaction. The results of this study are as follows. First, visibility, which is a location characteristic, was found to have a significant effect on customer satisfaction. Second, professionalism and convenience, which are service qualities, were found to have a significant impact on customer satisfaction. Third, customer satisfaction was found to have a significant effect on the intention to revisit. Fourth, as a result of analyzing the gender control effect in the relationship between location characteristics and service quality with customer satisfaction, the gender control effect was found in all factors.

The Effects of Marketing Culture on Service Quality, Customer Satisfaction and Customer Loyalty in Distribution Service Firms (유통서비스 조직의 마케팅문화가 서비스품질, 고객만족 그리고 고객충성도에 미치는 영향에 관한 연구)

  • Park, Jong-Oh;Jang, Chung-Seok
    • Management & Information Systems Review
    • /
    • v.23
    • /
    • pp.99-134
    • /
    • 2007
  • In recent years there has been much emphasis on the need for service firms to develop an organizational culture which facilitates the successful implementation of marketing activities. This study examines the relationship among marketing culture, service quality, customer satisfaction, and customer loyalty in fast food service firms. The results of empirical analysis can be summarized by the following: First, marketing culture(employee service quality, interpersonal relationships, selling task, organization, internal communications, innovativeness) had a significant direct effect on service quality. Second, marketing culture(employee service quality, selling task, internal communications) had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through service quality. Third, service quality had a significant indirect effect on customer loyalty through customer satisfaction. Therefore, the results of the study provide the practical implication for establishment of service firms' marketing strategies, related to marketing culture.

  • PDF