• Journal of Smart Tourism
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• v.2 no.4
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• pp.35-43
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• 2022

Tourism businesses use chat services to provide immediate customer support and to help users navigate within a website, but there are more outcomes of this interaction that should be examined. The current study aimed to discover if the online travel chat service quality and information value of the online travel chat service lead to user satisfaction with the service and visit intention to a recommended destination by Korea Tourism Organization's 1330 Live Chat. The results indicate that information value (functional and innovation) and online travel chat service quality (reliability, assurance, and security) lead to satisfaction with the live chat service and visit intention to a recommended destination. The results can benefit practitioners who want to expand and improve their customer service interaction and recommendations, and to scholars who study the relationship between customer services in tourism recommendation and sales context.

• Journal of Service Research and Studies
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• v.2 no.2
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• pp.99-113
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• 2012

Government and many universities have been trying to get the more international students. Foreign students in university are increasing remarkably in Korea. So these authorities have to consider their service competency for new foreign student's living satisfaction. In this paper, we described about the living satisfaction degree on the university dormitory's service in Korea. After reviewing and summarizing the related literatures, our hypotheses are established which the satisfaction be affected by some service factors such as facility, foods, and noise factors in university dormitory's environments. The 99 Chinese students living in G-university dormitory responded to our study. Empirical analysis was performed among a university in Sungnam city named as G-university by using questionnaires sheets. Analysis results are show that satisfaction degree on the university dormitory's service is affected significantly by facility and foods service factors respectively. However noise factor was not the significant variable.

• The Korean Journal of Food And Nutrition
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• v.27 no.1
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• pp.128-135
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• 2014

The purpose of this study is to analyze the gap in perceived importance-satisfaction rates of foreign Chinese students regarding the university foodservice selection attributes. All statistical analyses are conducted by the SPSS package program (ver 20.0). The results of the statistical analyses are as follows: The validity of the 22 food service selection attributes is being evaluated via the exploratory factor analysis and then five factors are extracted. The five factors are: 'Factor 1. Cleanness and service quality', 'Factor 2. Food quality and price', 'Factor 3. Physical environment', 'Factor 4. Convenience', and 'Factor 5. Service environment'. According to the results of one-way ANOVA, physical environment showed that significant differences across the periods of residence in Korea and the eating frequency at on campus foodservices. On the other hand, the food quality and price, convenience, and service environment showed that significant differences across the periods of residence in Korea. In addition, according to the Importance-Satisfaction Analysis results, 'ventilation of dining room' is the key aspect that university food service managers should reinforce. In conclusion, in order to increase the customer satisfaction rates, the food service managers should not only improve the quality of food and service but also the physical environments of the food service facility.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.251-258
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• 2021

In recent years, there have been several studies on service quality in higher education, however, research on service quality and sustainable activities affecting student loyalty has been largely ignored in previous studies. This paper investigates the role of service quality in creating student loyalty, and how university sustainability practices and student satisfaction mediate the relationship between service quality and student loyalty. The paper draws attention to university sustainability practices and understanding its impact on student satisfaction and loyalty in Vietnamese public universities. A quantitative methodology is explored, and data was collected through an online structured questionnaire. Responses are gathered from 278 students of public universities in Ho Chi Minh City, Vietnam. Structural equation modeling is used to examine the associations between the constructs by using the PLS-SEM approach. The results show that service quality has a significant effect on university sustainability practices, student satisfaction, and student loyalty. In addition, university sustainability practices and student satisfaction also mediate the relationship between service quality and student loyalty. The author's findings may guide the key decision-makers in universities to incorporate service quality and universities' sustainability practices in their strategy and thereby improve student satisfaction and student loyalty.

• Journal of the Korean Society of Costume
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• v.63 no.3
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• pp.46-60
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• 2013

With a goal of establishing a marketing strategy which allows businesses to hold a dominant position in beauty service industry, this study has attempted to investigate causal relations among behavioral intentions by customer satisfaction once service recovery strategy is recovered depending on customers' emotional responses against service failure. In order to provide relevant data to make correct decisions during management and marketing planning so that better customer satisfaction can be achieved in the beauty service industry, the results of the previous studies on service failure and recovery strategy in the beauty service industry have been examined. Then after selecting i) the efforts to recover service failure, ii) satisfaction after recovery and iii) behavioral intention after satisfaction as causal variables, the relation among these variables were verified using a structural equation model. As a result, an appropriate recovery strategy which is developed after service failure makes customers have positive behavioral intentions when customer satisfaction is achieved just as described in previous studies. Furthermore, it is a critical fact which helps businesses keep their customers in a mature market, where it is hard to attract new customers and create long-term profit. This study empirically supports information on how service failure and related variables occur in the beauty service industry. It is significant in that it has helped beauty service providers build service recovery-related strategies.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.4
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• pp.194-201
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• 2012

Because the difference between products and services are getting less and less, service and manufacturing companies' efforts are increasingly focused on utilizing services to satisfy customers' needs under today's competitive market environment. The value of services depends on service reliability that is identified by satisfaction derived from the relationship between customer needs and service providers. In this paper, we extend concepts from the fault tree analysis for reliability analysis of tangible systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for evaluating service reliability based on service processes using service blueprint and FTA. We can identify the failure mode of service in a service delivery process with a service blueprint. The fuzzy membership function is used to characterize the probability of failure based on linguistic terms. FTA is employed to estimate the reliability of service delivery processes with risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation.

• Journal of Korean Society for Quality Management
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• v.38 no.1
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• pp.85-95
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• 2010

In this paper we propose a product-service valuation model which is usable as a decision-making tool in order to attain a competitive advantage in service in the manufacturing industry. With this purpose, service quality, product quality and costs as valuation criteria are selected. Also, the paper utilizes an AHP model in order to differentiate a fuzzy theory and valuation factors to ensure objectivity in the evaluated results while excluding subjective factors in conducting the product-service valuation. Accordingly, the product-service valuation model and valuated results proposed in this paper are expected to be useful as a basic data for decision-making in order to draw competitive advantage strategies of service in the manufacturing industry.

• International Journal of Quality Innovation
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• v.9 no.1
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• pp.55-67
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• 2008

Following this introduction, this paper presents two conceptual and theoretical analyses-(i) CSR and its relation to profit and charity (ii) CSR as part of a service business model. The paper then illustrates these concepts using a comparative study of four service firms, with particular emphasis on their different CSR activities and how these affect the mission of each company. All four of the service companies are global actors with strong Service Brands (Edvardsson, Enquist and Hay, 2006) and a leading position in using CSR as a driving force for doing business: IKEA, Starbucks, H&M and the Body Shop. The paper then draws together the conceptual analysis and the case studies in a discussion of how CSR can be a proactive driver in the service business. Because of the limit space for a QMOD paper the focus is on the conceptual and theoretical analysis part and the empirical part and discussion/conclusion has to be further developed.

• East Asian mathematical journal
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• v.29 no.2
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• pp.169-187
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• 2013

The purpose of this study is to analyze whether mathematics education course can improve secondary pre-service math teacher' belief and correlation on pre-service math teacher' belief and mathematics education achievement. In order to achieve this purpose, the test was conducted to the subject of 34 pre-service secondary math teachers of the grade 2 and grade 4 who were chosen from H university in D city and we analyzed the results. Findings on this study are as follows. First, there was meaningful difference in the pre-service math teacher' belief with significant level of 0.05. This proved that mathematics education course was effective on improving pre-service math teacher' belief. Second, there was not meaningful correlation in the pre-service math teacher' belief and mathematics education achievement.

• Asian Journal of Innovation and Policy
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• v.5 no.2
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• pp.185-196
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• 2016

A digital cable broadcasting service is a multimedia broadcasting service that provides high definition and various supplementary services by using digital transmission. Korea implemented a complete digital broadcasting service by 2012. This study applied a choice experiment to investigate consumer preferences, and it calculated the marginal willingness to pay for this service. Moreover, we employed a multinomial probit model to relax the assumption that all respondents have the same preference for attributes being valued. The results suggest that respondents value channels, definition, video-on-demand (VOD) service, pay-per-view (PPV) service, and commerce based on TV (T-commerce). On the other hand, online gaming may be less important as an attribute for digital cable broadcasting service in Korea.