• The Journal of Asian Finance, Economics and Business
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• 제6권1호
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• pp.195-203
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• 2019

The study aims to identify Service Quality factors that affect purchase decision on Click and Collect service through the mediating variable of customer emotions at Mobile World stores in Ho Chi Minh City. This study employs a mixed methods research design. Data were collected through online self-completion questionnaire distributed to 316 customers who used to experience Click and Collect service at the Mobile World stores in Ho Chi Minh City, Vietnam. The theoretical model was tested through two-stage regression analysis (PATH model). The findings show that factors of service quality such as Reliability, Responsiveness, Assurance, Empathy, Tangibility, and Emotions affect the decision to purchase online and receive products directly at Mobile World stores in Ho Chi Minh City. Responsiveness and Assurance have a significant positive impact on the customer's emotions. Consequently, these factors should be considered and addressed when conducting multi-channel services. Obviously, employees must first be trained to be able to deliver the promise of the retailer to their customers. Based on the results of the study, the authors provide managerial implications for retailers in Vietnam in the multi-channel retail environment to develop Click and Collect at retail stores across the country and the world.

• 보건행정학회지
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• 제31권3호
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• pp.301-311
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• 2021

Background: This study purposed to analyze the relationship between the local extinction index and medical service uses of chronic diseases. The local extinction index is an indicator of the demographic structure and population aging of the region. Methods: The 2014-2018 statistics of National Health Insurance Corporation and Korean Statistical Information Service data were used for the analysis. First, descriptive statistics were used to analyze the general status of research variables. Second, a panel analysis was performed to analyze the relationship between the local extinction index and medical service uses of chronic diseases (hypertension, diabetes mellitus, periodontal disease, arthritis, mental health, epidemic disease, liver disease). Medical service uses were measured by the number of visits/inpatient days and medical charges of seven chronic diseases. Results: Panel analysis results showed that higher local extinction risks (meaning lower local extinction index) had a positive relationship with the number of visits/inpatient days and medical charges of chronic diseases. But the relationships were varied when the seven chronic diseases were analyzed separately. Conclusion: This study showed a significant relationship between the local demographic structure and medical service uses of chronic disease. Analyzing the local demographic structure will be an essential prerequisite step for implementing appropriate regional health care policies.

• 품질경영학회지
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• 제28권4호
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• pp.75-98
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• 2000

The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.

• 간호행정학회지
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• 제18권1호
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• pp.96-105
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• 2012

Purpose: This study was done to examine the influence of nursing service quality and medical service satisfaction on intent to revisit the hospital, and to identify mediating effects of medical service satisfaction between nursing service quality and intent to revisit the hospital. Methods: This study was a cross-sectional survey. Participants were 390 hospitalized patients at one general hospital in Gyeonggi Province. Data were collected from July 21 to September 10, 2010 and analyzed using SPSS/PC version 18.0. Results: The score for nursing service quality continuously improved but the scores for medical service satisfaction and intent to revisit the hospital did not changed significantly after estimated. Factors influencing intent to revisit the hospital were nursing service quality, medical service satisfaction, 'same religion', and 'Christian', and the explanation power of these four factors was 79.7%. Medical service satisfaction had a partial mediating effect between nursing service quality and intent to revisit the hospital. Conclusion: Findings indicate that nursing service quality is a very important factor to improve both medical service satisfaction and intent to revisit the hospital. Nursing managers should develop strategies to improve nursing service quality.

• 품질경영학회지
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• 제39권1호
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• pp.155-166
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• 2011

In this research, we study on to find the inter-relation among education service quality and customer satisfaction and re-use focusing on E life-long education center. Education service quality consists of four factors such as training center's facility, trainer, employee's service and operating service. As like the results of this research, we found that three factors of education service quality such as facility, trainer and operating service give a positive effect to customer satisfaction and also we found that customer satisfaction gives a positive effect to re-use.

• 품질경영학회지
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• 제33권4호
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• pp.55-74
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• 2005

This study tries to examine the competitive strategy of service quality in Korean financial market. the purpose of this study is to find out the strategic implication of Korean commercial banks throughout the service level of experienced customers and the services positioning map. Especially, taking the advantage of a customer's service perception and request attributes make the service positioning map The findings from this research are as follows; the characteristic of each customer is derived from income and investment. and the service positioning map is derived from the characteristic of each customer.

• International Journal of Quality Innovation
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• 제9권2호
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• pp.149-160
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• 2008

In a service business, it is difficult to cope with all your customers' needs. They come and go with various wants and when it comes to their own good there are complaining. Such variances in the service business interfere the operation resulting in inefficiency. To come against all those fluctuate wants, Frei is suggesting a new way how to cope with this customer variability in the service business: Low-Cost accommodation and uncompromised reduction. However, his assertion that these solutions can reduce cost and enhance service quality at the same time is empirically not proved. Thus, the following research will be dedicated in the empirical proof whether the solutions mentioned above can enhance service quality while reducing cost by pursuing efficiency in the service business.

• 품질경영학회지
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• 제34권2호
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• pp.48-67
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• 2006

In this study, an investigation was done into service qualify factors of infant education Institutes, after which a positive verification was made in the relation of cause and effect between service quality, service value and customer satisfaction. Based on this verification, strategies were presented for plans to improve the service quality of infant education. In addition, identification was made into factors that affect customer satisfaction, re-registration intention and recommendation to others in putting forward service operational strategies for infant education institutes and making a comparative analysis on kindergartens and daycare centers.

• 간호행정학회지
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• 제11권4호
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• pp.425-437
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• 2005

Purpose: The purposes of this study were to compare the nursing service quality, gap, overall nursing service satisfaction, overall medical service satisfaction and intent to revisit the hospital perceived by consumers and providers. Methods: Data were collected with self-administered questionnaire and analyzed using frequency, %, mean, standard deviation, t-test, Pearson correlation coefficient, and multiple regression analysis. Result: Nursing service gap perceived by consumers was smaller than that of providers. Consumer's overall satisfaction with nursing and medical service was higher than that of nurses. In consumers, nursing service satisfaction alone accounted for 62.9% of the variance in their intent to revisit the hospital, while explained 3% of the variance in providers. Conclusion: There are definitely perception gap between consumers and providers. Therefore nursing and hospital managers must recognize it, and carry out the internal marketing strategies for nurses.

• 품질경영학회지
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• 제46권3호
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• pp.659-676
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• 2018

Purpose: Although emotional intelligence(EI) is seemingly related to the service-oriented citizenship behaviors(OCB) of contact employees who are directly interacting with customers, there are only a few studies examining the relationship between the two. This study attempts to provide empirical evidence for a link between EI and service-oriented OCB. In addition, when EI affects service-oriented OCB, this present study identifies which emotional labor strategy between surface acting and deep acting is to be chosen. Methods: The data of EI, service-oriented OCB, surface acting, and deep acting were collected from 142 sales employees who provided services in four large domestic department stores. Hierarchical regression analyses were performed to verify empirically the main effects between EI and service-oriented OCB and mediating effects of emotional labor strategy. Results: The results show that EI is significantly related to service-oriented OCB in the current sample. Results also indicate that the deep acting rather than surface acting reveals a mediating effect in the process of EI affecting service-oriented OCB. Conclusion: The results of this study shows that EI which has a conceptual basis for OCB, can be extended to service-oriented OCB, The results also contribute to expanding the understanding of the relationship between EI and service-oriented OCB by testing the effect of EI on service-oriented OCB through deep acting. Theoretical and practical implications are reviewed, and limitations of the study and suggestions for future research are addressed.