• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.42-53
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• 2006

The delivery of high service quality is an evitable strategy that has been related to a success in discount store industry. Greater competitiveness has caused discount store firms to be increasingly aware of the importance of service quality to be on a competitive edge. Also, the fact that service quality leads to customer satisfaction has driven many researchers and practitioners to focus on the issue. What we suggest is that customer's expectation change of service quality cannot be regarded as two totally unrelated processes. If quality judgments are based on expectations, it is important to understand the origins of those expectation change. Therefore, if being of effecting factors between the latest expectation and the changed expectation of service quality will prove out, service firms are possible to operate efficiency quality management for getting customer satisfaction.

• 한국의류산업학회지
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• 제9권1호
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• pp.55-64
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• 2007

In this study, relationship model of relationship quality and loyalty for perceived service quality on department store is proposed and empirically tested. Service quality factors were defined as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Relationship quality were defined as customers' overall satisfaction and customer trust. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship among perceived service quality, relationship quality(customer satisfaction and trust) and loyalty on department stores. The empirical results were as follows; First, Tangible, Responsiveness, Assurance and Empathy of service quality factors have a positive effect on customers' overall satisfaction. Second, customers' overall satisfaction have a positive effect on customer trust. Third, relationship quality have a positive effect on loyalty of customer; customers' overall satisfaction and customer trust have a positive effect on loyalty of customer. At the end of this paper, discussion, managerial implications, limitations and future research directions were suggested.

• 유통과학연구
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• 제18권6호
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• pp.5-14
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• 2020

Purpose: This study was based on curation commerce that has been rapidly developing. It looked into the effect of curation commerce's quality of service factors (information quality, information interest quality, interaction quality, and personalization quality) on satisfaction and the mediating effect of consumer empathy and shopping value between service qualities and consumers' satisfaction with curation commerce. Research design, data, and methodology: The survey was conducted on 273 consumers who used Chinese curation commerce services. The research data was analyzed using the Smart PLS 3.0 program. The empirical analysis was conducted with reliability and validity analyses of the questionnaire and hypothesis test. Results: As a result, only the quality of information had a direct impact on satisfaction. The remaining service quaility factors (information interest quality, interaction quality, and personalization quality) were found to affect satisfaction through utilitarian value or consumer empathy. Conclusions: This study is meaningful in that it selected the service quality factors experienced by consumers about curation commerce services in line with the bright market prospects of curation services. In addition, the significance of this study was to reveal the psychological mechanism of the process in which the quality of service reaches consumer satisfaction.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.971-977
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• 2021

The purpose of this research paper is: (1) to describe the service quality index; (2) describe the data quality index; and (3) describe the anti-corruption index of BPS Trenggalek, Indonesia. The approach chosen is quantitative with the type of survey research. The primary data collection technique was mainly based on a questionnaire distributed to 40 respondents, namely BPS service users in 5 (five) categories: the private sector, the banking industry, academics, offices, or agencies in Trenggalek Regency and universities. The results showed that the quality of BPS services was good and the data quality index where the respondents were satisfied with the data presented by BPS. Meanwhile, testing the anti-corruption index shows that BPS Trenggalek is very anti-corruption in providing services to consumers. The findings of this study suggested that to improve service quality, it is necessary to pay attention to several aspects, including published service requirements, easy requirements to be fulfilled, published procedure information, clear service process flow, published service times, and costs/tariffs are communicated. This study suggests updating data, data relevance, data accessibility, and data completeness to improve data quality. Furthermore, to maintain the very anti-corruption predicate, this study suggests maintaining service by upholding the prevailing ethics and norms.

• 유통과학연구
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• 제20권10호
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• pp.105-117
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• 2022

Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2007년도 추계학술대회
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• pp.457-461
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• 2007

This study presents service quality systems such as automobile industry insurance, personal accident insurance service vehicle repair and tow services, and, the service for buying and selling of used motor vehicles. These service quality systems include contracting services, payment service, infrastructure, adjustment service, and, process.

• Nutritional Sciences
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• 제8권2호
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• pp.140-147
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• 2005

In order to promote foodservice for older adults, foodservice directors in Continuing Care Retirement Communities (CCRCs) must identify the dimensions used by residents to evaluate the service quality of dining service. A multidimensional measure of perceived service quality was developed based on residents' responses about their experiences with dining service. A survey was administered to residents in two CCRCs. Based on the results of principal component analysis, this study identified four dimensions: food quality, dining room employee's attitude and service skills, dining room employee's safety and cleanliness, and systemization of service delivery process. A new dimension that reflects residents' concern for the dining mom employees' safety and cleanliness also emerged. 1bis study points to areas of improvement for food quality and dining room employee's safety and cleanliness.

• 한국조리학회지
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• 제20권5호
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• pp.76-83
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• 2014

This article examines the effects of education service quality of culinary education facility on the learning outcome. For this, items for figuring out the relation between education service quality and the learning outcomes has been deducted through IPA regarding education service quality. Further, the factors of education service, which is for verifying the effects of relevant experiences (culinary certificate) have been examined according to advanced studies. Self administered questionnaires have been prepared by 231 samples in total and the collected data have been analyzed through frequency, factor, reliability and regression analyzing methods by using SPSS 18.0. The results from paired t-test performed on the importance and performance of culinary education service quality indicate that expertise, level of knowledge, education method of instructor and additional convenience facilities (locker and lounge etc) are the most important factors respectively. The results from IPA analysis show that the quadrant 1 includes knowledge level, education method, kindness of instructor. The quadrant 2 contains awareness of instructor while the third one includes culinary facility, tool structure and convenience facility. In addition the quadrant 4 includes hygiene of learning place. According to the results from hypothesis test, education service quality affects learning outcome and the experience (certificate) of learner from culinary education facility results in difference in education service quality and awareness of learning outcome therefore the hypothesis is partially verified.

• The Journal of Asian Finance, Economics and Business
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• 제8권8호
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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.

• 간호행정학회지
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• 제16권4호
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• pp.497-506
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• 2010

Purpose: The purpose of this study was to examine the causal relationships among quality of health care service, service value, satisfaction and loyalty as perceived by hospital inpatients. Methods: A survey using a structured questionnaire was conducted with 654 hospital inpatients. Analysis of the data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for the structural equation model. Results: The modified model yielded Chi-square=7.96 (p=.019), df=2, $x^2$/df=3.98, GFI=.99, AGFI=.96, RMSEA=.07, NFI=.99, CFI=.99, TLI=.98 and showed good fit indices. Three dimensions of quality had significant direct effects on service value. Functional quality, technical quality and service value had significant direct effects on customer satisfaction. Technical quality, service value, and customer satisfaction had significant direct effects on customer loyalty. Conclusion: These results suggest that quality of health care is an important element in service value, and through both quality and service value, customer satisfaction and customer loyalty can be enhanced. Further study with a larger sample from various hospitals and a longitudinal design is necessary.