• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.8 no.3
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• pp.179-187
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• 2013

It is the recent trend that the valuation criteria on product quality depends on the customer satisfaction instead of conformance to specifications. It also applies to the service quality. This study deals with an empirical study on the relationship between service quality and value and customer behaviour in the medical service industry. This study also investigates the effect of service-related quality on the service quality/value and customer behaviour. A statistical research reveals that 1)the service quality and value each has a positive relationship with customer behaviour, 2)the service-related quality strongly influence the service quality/value and customer behaviour.

• Proceedings of the Korea Contents Association Conference
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• 2004.05a
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• pp.82-93
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• 2004

The objective of this study is to lead balanced development of tourism industry by proving the nature of customer service which is one of the service characters as well as ultimate goal of tourism industry. This paper contains a few case studies of service industry customer service and proposed desirable development plan. This study tried differentiate customer service from management side in its role. Meanwhile, management and tourism industry integration, partly in the service channel, is a task to be studied continuously in terms of customer satisfaction. Customer service should utilize for social welfare and improving the firm's competitiveness in the tourism industry

• Journal of Korea Port Economic Association
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• v.22 no.1
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• pp.125-149
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• 2006

The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.595-611
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• 2005

The objective of this study is to lead balanced development of tourism industry by proving the nature of customer service which is one of the service characters as well as ultimate goal of tourism industry. This paper contains a few case studies of service industry customer service and proposed desirable development plan. This study tried differentiate customer service from management side in its role. Meanwhile, management and tourism industry integration, partly in the service channel, is a task to be studied continuously in terms of customer satisfaction. Customer service should utilize for social welfare and improving the firm's competitiveness in the tourism industry.

• Journal of Information Technology Applications and Management
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• v.13 no.4
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• pp.155-165
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• 2006

Along with the evolution of wireless internet environment, information services in mobile internet are being explosively increased. However, due to the high expense for the use of those services, it is not easy to collect the devoted customers. In order to overcome the adverse conditions, the service should be supported by a strategic application system which facilitates easier and fast service for customer's information needs than that of traditional on-line internet. In this paper, we investigate the strategy how to provide the information service under the customer satisfaction, and also consider some ways of personalization of information service and information provision in real-time. As a result of the works, we develop a system, MoSA-CRM(Mobile Service Application based on CRM) to support customer-oriented information service. We believe that the MoSA-CRM system can provide some benefits for information providers in mobile e-commerce market such as flexibility in business strategy, systematic customer relationship management, and growth in financial ability.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.4 s.163
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• pp.574-583
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• 2007

This study aimed to look into the features of the hair beauty service components and the effects of these elements on customer satisfaction and word-of-mouth intention. Subjects were 20's-40's women and survey methods such as frequency analysis, t-test, ANOVA, factor analysis, reliability analysis, and regression analysis were used. Results were as follows: First, hair beauty service were composed of eight factors such as facilities of hair beauty salon, employee's kindness, amusement facilities, light refreshments, guidance to a process of hair style, keeping service for personal belongings, reservation service, and customer management. Second, the effects on customer satisfaction was significantly affected by facilities of hair beauty salon, employee's kindness, guidance to a process of hair style, customer management, keeping service for personal belongings, light refreshments. Third, customer satisfaction with hair beauty service affected the word-of-mouth intention.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.115-126
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• 2007

Previous studies have focused on service quality by examining customer satisfaction and retention. Little, if any work has been conducted exploring the emotional state of customers and that state in con-nection to perceived service quality. The objective of this study was to explore and determine how a customer's emotions perceive and respond to service quality within family restaurants. It was found that within a positive emotional field, product and personal service quality showed a high correlation to the positive image while customers experiencing negative emotions had the perception of poorer product and personal service quality as well as a worse impression of cleanliness. Cleanliness was not connected to the issue of customer satisfaction but each of these three factors, whether positive or negative, led to the creation and mediation of an image which in itself directly resulted in customer satisfaction. Customer emotional fields are not merely the by-product of quality issues, or satisfaction but in fact the foundation by which all other factors must be considered and analyzed. Family restaurateurs need to focus on the customer's emotional well-being to create customer satisfaction.

• Journal of Korean Society for Quality Management
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• v.35 no.1
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• pp.35-51
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• 2007

In terms of company management for market segmentation and creating new market opportunity, Blog service has much important meanings. This study was designed to investigate the casual relationship among service quality, service value, customer satisfaction, and customer loyalty in the given blog service site "Cyworld". Through the empirical results, specific factors of blog service quality were discovered to be amusement, interaction, customization, reliability and convenience. Also rte confirmed that service value intervening between blog service quality and customer satisfaction plays an important role. This paper presents much implications both theoretical and practical side.

• Journal of the Korea Fashion and Costume Design Association
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• v.22 no.3
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• pp.155-167
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• 2020

Despite accelerating market changes in the beauty service industry, there are still inadequate service education programs and a lack of objective data and research to develop systematic policies to strengthen competitiveness, thereby fostering the beauty service industry. Accordingly, this study will examine the factors that affect customer satisfaction in terms of customer touchpoints, hence uncovering what the beauty service needs to develop systematic customer service education programs. It aims to contribute to the improvement of beauty service quality by providing basic empirical data that is necessary to build service education programs and strengthen the touchpoint staffs' job competency. A total of 16 people, 8 male, and 8 female customers in their 30s and 40s, who have ever used hair shop services in the metropolitan area, and 8 male and female hair designers and owners, were interviewed during a 9week period from October 31, 2017, through December 30, 2017. The data was analyzed as follows in order to measure service quality, SERVQUAL was revised and supplemented according to the purpose of this study, and a table for customer satisfaction factors was constructed. In addition, the results of the study were derived by classifying the relations among the customer satisfaction factors with respect to the interviews. The results show that the price of hardware, the location of the store, and hair designers' ability, which are the direct components of customer satisfaction, have a great influence on the customer satisfaction considered when selecting the beauty services (hair shops). In addition, it can be seen that human services including human-ware, which are accompanying services make up a high proportion considering customer satisfaction factors.

• Design Convergence Study
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• v.16 no.2
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• pp.223-238
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• 2017

Due to recent increasing of tour, leisure industries, customer's usage of service became more grouped and customer-to- customer interaction became more important. Under these service environment, it is easy to find cases of damaging other customer's service experiences by some customers who use service in selfish manner. Customers called 'Jaycustomer' usually happen in low frequency, but they are serious service failure because they can deliver bad service experience. It seems previous service design tools couldn't handle these cases enough. So it will be good to reinforce to handle these incidents. This study was based on the empirical insights of service design case study by using 'evil persona'. Literature review and survey were performed to find out proper servicescape for 'evil persona'. From analysis, the service environmental factors which affect frequency of negative customer-to-customer interaction were selected. Also, many cases of such negative behavior were gathered and sorted to find types and patterns which affected by selected service environmental factors.