• 한국비블리아학회지
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• 제23권2호
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• pp.151-169
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• 2012

본 연구는 한국과 미국 공공도서관 이용자들을 대상으로 공공도서관 이용만족도를 국가별로 조사, 비교하였다. 연구내용으로는 각국의 공공도서관 이용자들의 일반현황과 요구사항을 기본적으로 살펴보고, 전반적인 도서관 이용자만족도를 4개요인(직원, 시설, 온라인서비스, 장서)으로 나누어 영향변수를 분석하였다. 연구결과, 첫째, 전반적 이용자만족도는 미국평균값(m=3.91)이 한국평균값(m=3.08)에 비하여 도서관이용만족도가 m=0.83 높게 나타났다. 둘째, 한국의 경우 4개요인 모두가 이용자만족도와 유의적인 상관관계가 있었으나, 미국의 경우는 시설과 온라인서비스 요인만 상관관계가 있는 것으로 나타났다. 셋째, 한국의 경우 4개요인 중 직원(${\beta}$=.838)과 온라인서비스(${\beta}$=.496) 요인만 이용자만족도에 유의적인 영향요인으로 분석되었고, 미국의 경우는 시설(${\beta}$=.441)과 온라인서비스(${\beta}$=.471) 요인이 이용자만족도에 유의적인 영향요인으로 분석되었다. 따라서 우리나라의 경우 온라인서비스 확대와 사서의 서비스 교육 등에 소프트웨어적 분야에 운영정책 수립시에 우선적인 관심과 투자를 기울여야 할 것이다.

• 품질경영학회지
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• 제36권4호
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• pp.47-55
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• 2008

This study describes the creation of a scale to measure standardization for service encounter process. Measuring standardization of service encounter process is devided into manual level and action level. We investigate the relative impact of process standardization about service quality, job satisfaction and labor productivity. Our findings indicate that action level of service encounter process standardization is more important than manual level, and its process standardization positively affects service quality, job satisfaction and labor productivity positively.

• 한국IT서비스학회지
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• 제11권2호
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• pp.169-183
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• 2012

Since the competition of higher education is more and more critical, the improvement of educational services is importantly considered. Despite the current situations, there are few studies addressing the relationships between education service quality and its outcomes. As educational service quality plays a key role in improving student satisfaction, universities provides a high level of educational services for students and reinforce their competitiveness through student satisfaction. This research investigates the relationships among IT service quality, business education service quality, trust, student satisfaction and student loyalty. In so doing, the current study establishes a theoretical model to test the proposed relationships. The results further suggest that the indirect effect of the IT service quality and the business education service quality enhances its impact of student satisfaction, trust, student loyalty. Finally, the authors draw conclusions and further research directions.

• 가정과삶의질연구
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• 제24권6호
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• pp.17-31
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• 2006

The purpose of this study was to develop the model of consumer satisfaction with educational services in higher education on the basis of expectation-disconfirmatiom theory. The major findings were as follows : 1. The level of consumer satisfaction with educational services in higher education was low. Among the four dimensions of the educational services in higher education, the level of consumer satisfaction was the highest with 'education' and lowest with cost. 2. In the model of national university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the additional service had the greatest casual effect among them. 3. In the model of private university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the core service had the greatest casual effect among them.

• 유통과학연구
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• 제19권2호
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• pp.37-44
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• 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.

• 한국문헌정보학회지
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• 제41권4호
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• pp.113-134
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• 2007

본 연구는 다문화사회에 있어 대학도서관의 역할과 책임을 모색하고자 하는 목적으로 진행하였다. 조사내용은 부산대학교에 유학중인 중국학생을 대상으로 현재의 도서관 포털 서비스에 대한 이용자 만족도를 분석하는 작업이다. 이용자 만족도 평가방법은 도서관 정보서비스 품질평가 모형으로 유명한 LibQUAL+를 참조하여 구성하였으며, 평가지표는 LibQUAL+ 모형의 평가지표와 중국 청화대학교에서 사용한 서비스 만족도 평가지표를 사용하였다. 조사결과를 요약하면 다음과 같다. 전체적인 이용자 만족도는 대체적으로 낮게 나타났다. 학부생과 대학원생(석박사 과정)의 집단별로 보면, 대학원생(석박사 과정)보다 학부생의 만족도가 낮게 나타났다. 그리고 서비스의 간단 만족도 분석에서 보면 도서관 포털 서비스의 영향에 대한 만족도는 낮은 수준이며, 웹 공간 차원에 대한 만족도는 높은 수준으로 나타났다. 그리고 상대 만족도도 웹 공간 차원이 다른 차원들보다 높은 수준으로 나타났다.

• Management Science and Financial Engineering
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• 제13권2호
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• pp.79-97
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• 2007

This paper investigates the relationship of service quality and user satisfaction in the wired and mobile Internet services based on the integrative framework of both systems. Given a moderate level of reliability and validity, the commonly driven dimensions for measuring service quality include responsiveness, assurance, empathy, convenience, usefulness, and diversity. User satisfaction is measurable by the dimensions of communication/entertainment, finance/economics, location/geography, and information/consulting. We apply the MANOVA tests to evaluate whether each of the service quality dimensions has an overall influence on user satisfaction. Next, multiple regression analyses are conducted to check if unique positive effect exists between each combination of service quality dimensions and user satisfaction dimensions. The results show that service quality must be taken care of with respect to the assurance dimension in order to enhance customer satisfaction in the dimensions of location/geography, which will contribute to increasing the utilization of mobile service. For improving user satisfaction in the dimension of information/consulting, service quality must be supported with respect to assurance and empathy in the mobile Internet market, in addition to diversity, which is the only significant service quality in the wired Internet service.

• 품질경영학회지
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• 제33권3호
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• pp.71-90
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• 2005

New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.

• 한국사회복지학
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• 제49권
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• pp.343-378
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• 2002

This study examines the organizational performance of human service organizations from the quality output perspective. Using the 2001 evaluation data about 89 community welfare centers in Seoul, this study attempts to identify the levels of the performance of human service organizations in Korea. This study also attempts to identify the factors that predict performance of human service organizations measured in terms of client satisfaction and experts' evaluation about the functioning of each center. Results are as follows: (1) when pooling 866 clients' satisfaction level into satisfaction score about each center, the average of client satisfaction about the centers is 3.42 at 4 points scale. (2) 41.6% of the community welfare centers is evaluated as "highly qualified" in its overall operation and functioning by the professional evaluation team, (3) the employee reward system(+), practice based on the program guideline manual(+), the portion of the government support grant in its budget(-), the overall employee salary level(-), the level of acquirement of program grants from external sources (-) are the predictors in explaining clients' satisfaction level, and (4) the level of professional expertise of the executive director(+), the level of professional supervision of middle managers(+), the employee reward system(+), the program need assessment(+), the level of client information system(+), the portion of government support grant(-), the overall employee salary level(-) are the predictors for "being highly qualified" in its overall operation and function of each center. Through the empirical analysis, this study provides valuable knowledge about organizational performance of community welfare centers from the quality output perspective. Finally, this study discusses implications for more effective and efficient organizational performance of community welfare centers in Korea.

• 융합정보논문지
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• 제10권1호
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• pp.235-242
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• 2020

본 연구는 실천적 측면에서 궁극적으로 소비자 중심인 고객만족경영을 위한 병원의 경영환경 개선 방향성을 제시할 목적으로 병원이용에 대한 최종적인 충족상태를 기대수준 대비 이용 후 만족도로 측정하여 입원 의료서비스 제공과정과의 관계를 분석하였다. 연구방법은 300병상 미만의 병원 및 종합병원에서 입원진료를 한 환자를 대상으로 2018년 9월 10일부터 9월 30일까지 자료를 수집하여, t-test와 분산분석(ANOVA), 그리고 로지스틱 회귀분석(Logistic Regression)을 실시하였다. 분석결과, 입원이용 결정이유는 병원브랜드가 가장 많았고 그다음으로 의사브랜드이었으며, 입원 의료서비스 제공과정에 대한 만족도는 일반적 특성에 따른 통계학적 차이를 보이지 않았다. 병원이용에 대한 최종적인 충족상태인 기대수준 대비 만족 유무에는 입원 의료서비스 제공과정 중 입원 진행 절차가 유의하게 영향관계가 있는 것으로 확인되었다.