• Journal of Korean Society for Quality Management
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• v.39 no.1
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• pp.78-89
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• 2011

A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.

• The Korean Journal of Health Service Management
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• v.7 no.4
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• pp.93-103
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• 2013

The study investigated the major factors in regards to the effects of service qualities with university hospitals in Daejeon on their overall service satisfaction. In regards to service qualities, the hypothesis was verified through multiple regression analysis in terms of professionalism, kindness, credibility, and facilities/environment. As a result, all professionalism(0.462), kindness(0.142), credibility(0.258) and facilities/environment(0.184) showed positive effects on their overall service satisfaction level. In particular, professionalism showed the greatest effect by 0.462. As patients' and caretakers' desire to service quality becomes diversified, the analysis result is considered to help the future medical service management at university hospitals by analyzing the major factors which affect the service quality and by finding the methods to increase the service satisfaction.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.599-614
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• 2012

Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.11-24
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• 2017

Purpose: This study is on the priority for improving students satisfaction in university educational service. It explores the dimension of service quality and analyzes the relationship among quality elements, service satisfaction, and loyalty. Methods: This paper performs empirical studies by questionnaire survey. The Timko model is used for finding the degree of possible improvement of quality elements, and structural equation and regression models are used to analyze the effect of them on service satisfaction and loyalty. Also, explanatory factor analysis is used to investigate the quality determinants. Results: The quality dimension is composed of curriculum, employment support, interaction with outsiders, start-up support, learning support, counselling, and administration service. Curriculum, learning support, and administration service are positively correlated with service satisfaction, and service satisfaction has a positive effect on loyalty. Counselling service is an attractive element, and curriculum, start-up support, and learning support are indifferent elements. Conclusion: Comprehensive analysis shows that curriculum, academic advisor, and administration service have high priorities for improving educational service satisfaction.

• Journal of Korean Institute of Industrial Engineers
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• v.35 no.4
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• pp.226-247
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• 2009

The competitiveness of the service sector is driven by its productivity. Services innovation is essential to enhancing service productivity. This paper first presents a framework for services innovation. The framework consists of three main phases of a service lifecycle (namely, service development, service operation, and service improvement), which are supported by IT infrastructure and service R&D management functions. This paper then identifies major research issues that should be investigated in the near future. The current issues of three representative service industries (namely, healthcare service, telecommunications service, and financial service) are also discussed.

• Journal of Korean Society for Quality Management
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• v.38 no.4
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• pp.593-600
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• 2010

This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.27-39
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• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• Journal of Korean Society for Quality Management
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• v.41 no.1
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• pp.79-94
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• 2013

Purpose: Life insurance company provides insurance planners various education program to inspire service mind and to enhance its customer satisfaction. The purpose of this study is to analyze the effects of service quality of education on service commitment and to propose the implication for the effective service education. Methods: This study is intended to identify how service quality of education from the planners in life insurance affects service commitment. The research model is tested via a survey of 307 life insurance planners. Results: This study shows that tangibles, assurance, responsiveness, and empathy in the educational service quality significantly influence education satisfaction. It also positively affect customer orientation and service commitment, but it also shows that reliability in the educational service quality has very little effect on customer satisfaction. Conclusion: This study emphasizes the service quality of education on life insurance planner and also suggests practical plan to increase the service quality of education. This study has more focused on the direction in the service quality of education for making the close long-term relationship with customer.

• Asia Marketing Journal
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• v.17 no.2
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• pp.97-125
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• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• Journal of Computing Science and Engineering
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• v.6 no.2
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• pp.89-104
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• 2012

In dynamic Web service environments, the performance of the Internet is unpredictable; the reliability and effectiveness of remote Web services are also unclear. Therefore, it can hardly be guaranteed that the quality of Web service (QoWS) attributes of Web services do not fluctuate with the dynamic Web service environments. When a composite service is planned in the context of dynamic service environments, there is another aspect which has not been taken into account by existing works, namely, concurrency - the fact that multiple requests to a composite service may arrive at the same time. Considering the dynamics of Web service environments and concurrency of requests, we propose in this paper a service selection scheme which adopts top-k dominating queries to generate a composition solution rather than only select the best composition solution for a given request. The experimental results have investigated the efficiency and effectiveness of our approach and shown that it outperforms baseline and traditional methods for service selection.