• The Korean Journal of Franchise Management
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• v.15 no.1
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• pp.43-60
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• 2024

Purpose: According to previous studies, customer experience had a significant effect on consumer behaviors. In this perspective, this study investigates the structural relationship among customer experience, resort use satisfaction, and customer behavioral intentions, with focus on the mediating role of resort use satisfaction. Research design, data, and methodology: Data collected from 361 individuals who had experienced the resort service were analyzed using SPSS 29.0 and AMOS 29.0, involving frequency analysis, HTMT, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model testing. Result: Firstly, cognitive, and relational experiences had significant effect on resort use satisfaction. Secondly, resort use satisfaction had significant effect on customer behavioral intentions. Thirdly, resort use satisfaction had partial mediating effects in the relationship between customer experiences and customer behavioral intentions. Conclusion: This study academically confirmed the empirical link between customer experience and consumer behaviors. From a practical standpoint, it suggests the necessity of marketing activities that enhance customers' perception of their experiences, as well as resort use satisfaction and customer behavioral intentions, through systematic CS education and management of the physical environment.

• New & Renewable Energy
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• v.10 no.3
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• pp.47-54
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• 2014

Recently, BESS is considered as one of essential countermeasure for demand side management. However, an economic evaluation is critical issue for the introduction of power system because the cost of BESS is very high in present stage. Therefor, this paper presents economic evaluation method for customer use case by considering peak shaving function based on the real time price. From the case study on the model power system and educational customer, it is confirmed that the proposed method is a practical tool for the economic analysis of BESS. and analytical approach for the reliability assessment in radially operated distribution systems. The approach can estimate the expected reliability performance of distribution systems by a direct assessment of the configuration of the systems using the reliability indexes such as NDP (Non-Delivery Power) and NDE (Non-Delivery Energy). The indexes can only consider the number and configuration of the load, but can not consider the characteristics of the load which is the one of the most important factor in the investment cost for the distribution systems. Therefore, this paper presents the new performance indexes for the investment of the distribution facilities considering both the expected interruption cost for the load section and the operation characteristics of Energy Storage System. The results from a case study show that the proposed methods can be a practical tool for the reliability management in distribution systems including Energy Storage System.

• Korean Management Science Review
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• v.19 no.2
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• pp.179-189
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• 2002

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL : reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media (face-to-face and telephone) is related to help desk satisfaction through reliability and empathy and electronic media (e-mali and internet) users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more options to end-users.

• Journal of Distribution Research
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• v.1 no.2
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• pp.29-52
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• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.58 no.10
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• pp.1869-1880
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• 2009

Distribution line fault has been reduced gradually by the efforts on improving the quality of electrical materials and distribution system maintenance. However faults caused by medium voltage customers have been increased gradually even though we have done many efforts. The problem is that we don't know which customer will cause the fault. This paper presents the concept to find these customers using data mining techniques, which is based on accumulated fault records of medium voltage customers in the past. It also suggests the prediction model construction of medium voltage customers causing distribution line fault and methods to enhance the reliability of distribution system. We expect that we can effectively reduce faults resulted from medium voltage customers, which is 30% of total faults.

• Journal of Korean Society of Transportation
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• v.34 no.1
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• pp.55-67
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• 2016

The purpose of this study is to analyze the correlation and the causal relation between the service quality, customer satisfaction and revisit intent of an urban railway. A structural equation model(SEM) was developed and analyzed using SPSS 21.0 and AMOS 21.0. The results showed that it satisfies the fitness of the model mostly: the reliability, convenience, safety of the service quality have a significant positive impact on the customer satisfaction (p<.05) and the tangibles(-.187) and responsiveness(-.103) have no impact on the customer satisfaction (p>.05.). The customer satisfaction has a significant positive impact on revisit intention (p<.001). The factors affecting the service quality and customers' satisfaction were found to be ranked as the order of reliability, convenience, safety, responsiveness, tangibility based on the high priority. The findings of this study will contribute to provide a practical tool to establish a mid-long term management plan and management strategies for boosting the customer satisfaction and creating revenue through the customized service of urban railway operating industry suffering chronic deficit.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.23 no.1
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• pp.103-112
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• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.

• Korea Journal of Hospital Management
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• v.9 no.4
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• pp.45-69
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• 2004

The purpose of this study is to identify the nature of the inpatient service quality of national university hospital, and based on that, to examine the relationship of hospital inpatient's perceived quality, overall satisfaction, customer loyalty(intention of revisiting, intention of oral transmitting). To carry out these objectives, first we analyzed the dimensions of inpatient care service quality using SERVQUAL scale. The SERVQUAL scale is based on the gap theory, that is, the difference of patients' expectations and the actually received medical care service in hospital. On the basis of this theory, we measured the inpatient's perceived service quality, overall patient satisfaction and customer loyalty. Data were collected by self-administered questionnaires at a 809 bed national university hospital. These questionnaires measuring the service quality were distributed to 400 inpatients. The data samples are 347 cases in final. The response rate was 86.8%. Firstly, to categorize inpatient service quality in hospital, the factor analysis was performed on 48 items. The reliability and validity of these items was evaluated. Finally to explore the relationship of service quality, overall satisfaction, and customer loyalty, the multiple regression and logistic regression analysis are used. This study shows firstly, the dimension of inpatient service quality was categorized into 7 dimensions, that is, kindness, medical service, nurse caring, environment, facilities, appropriateness and access. Secondly, the reliability and validity of inpatient service quality items was satisfied. Thirdly, as a result of multiple regression analysis, the effect of inpatient's perceived service quality, especially, nurse caring(P<0.01), environment (P<0.01), facilities, appropriateness and access variables(P<0.05), on overall satisfaction was statistically significant. Lastly, in case of the effect on customer loyalty as a intension of oral transmitting, medical service(P<0.05), environment(P<0.01) and overall satisfaction(P<0.01) are statistically significant. Also, in case of intension of revisiting, medical service, environment, access, and overall satisfaction variables are significant factors. In conclusion, to maintain the satisfaction and customer loyalty on national university hospitals, the efforts to improve the inpatient service quality, especially, environment, medical service, and access factors might be needed.

• Korean Journal of Organic Agriculture
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• v.31 no.2
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• pp.135-155
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• 2023

The purpose of this study is to investigate the relationship between the service quality of WPL (Work Place Learning) and the revisit intention through customer satisfaction, targeting users who use the WPL. Data to achieve the purpose of this study were conducted for trainees who had received on-the-job training at 4 selected WPL in Jeollabuk-do. Out of the 210 copies of questionnaires, 170 were picked up, and all of them were used for analysis. As a result of the analysis, First, as a result of analyzing the relationship between service quality and customer satisfaction in WPL, it was discovered that among the service quality components, Responsiveness, Assurance, and Empathy had a substantial influence on customer satisfaction, while Tangibles and Reliability of service quality did not appear to have any significant effect. Second, it was discovered that customer contentment had a considerable influence on revisit intention after evaluating the link between customer satisfaction and revisit intention. It can be shown that the higher the level of client happiness, the greater the likelihood of returning. Third, as a result of analyzing the relationship between service quality and revisit intention of WPL, among service quality factors, Reliability, Responsiveness, and Empathy were found to have a significant effect on revisit intention. As a result of verifying the mediating effect of service quality at WPL on revisit intention through customer satisfaction, responsiveness, assurance, and empathy of service quality were found to be significant in their relationship with revisit intention.

• Journal of Korean Academy of Nursing Administration
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• v.20 no.4
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• pp.362-372
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• 2014

Purpose: The purpose of this research was to develop and test the validity and reliability of the Service Orientation Scale for Health Care Organization. Methods: The Service Orientation Scale for Health Care Organization, $SERV^*OR$, was developed through forward-backward translation methods. Internal consistency and reliability, construct and criterion validity were calculated using SPSS Statistics WIN 17.0. Survey data were collected from 283 clinical nurses in a general hospital in J province. Results: The Service Orientation Scale for Health Care Organization showed reliable internal consistency with Cronbach's ${\alpha}$'s for the total scale ranging from .85~.91. Factor loading of the 30 items on four sub-scales ranged from .67~.83. The sub scales were named service leadership, service system, customer focus, and service control. Item convergent and discriminant validity were also established for the Service Orientation Scale for Health Care Organization. Criterion validity showed a significant correlation with customer orientation. Conclusion: The findings of the study demonstrate that the Service Orientation Scale for Health Care Organization has satisfactory construct and criterion validity, and reliability and can be used to measure service orientation.