• Journal of Korean Society of Industrial and Systems Engineering
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• v.28 no.4
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• pp.7-13
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• 2005

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.

• 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.

• Journal of the Architectural Institute of Korea Structure & Construction
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• v.35 no.4
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• pp.193-200
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• 2019

Maintenance services provided to users in buildings are not sufficient simply to provide them, but it is necessary to provide them with a service system that can accurately identify and respond to users' needs. This study analyzed the relationship between user satisfaction with the helpdesk service corresponding to the building claim and the quality of service of the maintenance organization to identify the interaction between the user and the maintenance organization in the building. We then examined whether there were significant differences between the buildings in terms of variables in the helpdesk service that affect the user's satisfaction. It was also presented as a measure of the quality of service of the SERVQUAL tool to assess the potential for building maintenance response strategies. Research shows that each building has a helpdesk service item that is significant in user satisfaction and empathy has emerged in a typical dimension as SERVQUAL dimension.

• The Journal of the Korea Contents Association
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• v.7 no.9
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• pp.194-203
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• 2007

This paper investigates how airline service quality determines airline image and passengers' future behavioural intentions. To investigate the effect of airline service quality, Structural Equation Modeling using a maximum likelihood estimator, was applied to data collected from Korean international air passengers who have used Korean Airlines, Asiana Airlines, and other foreign airline. It was found that there were significant relationships between the variables. The dimension of in-flight service and the dimension of customer and flight related service were each found to have a positive effect on airline image. In addition, airline image had a significant positive influence on Korean international air passengers' future behavioural intentions.

• Korean small business review
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• v.43 no.4
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• pp.95-115
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• 2021

Quality is an important factor influencing organizational performance, so it should be possible to accurately and effectively measure the quality perceived by members. The Consumer Cooperative can be seen as a retail industry by industry classification, and there are various studies based on the dimension of retail quality, but compared to the general retail industry, few studies have been conducted based on the quality level perceived by members. The purpose of this study is to develop quality dimensions and sub-attributes by analyzing in detail and elaborately how the quality of cooperative is viewed from the perspective of members who are both consumers and owners. To this end, the quality dimension of cooperative quality is needed to be newly developed and quality components are demonstrated based on previous studies on the quality dimension. The quality dimension of the cooperative was developed through prior research to suit the value of the cooperative in product, service, and social responsibility, and a survey was conducted to demonstrate the four major cooperative members in Korea. Through this, sub-dimensions were constructed and the quality dimension of the high-order model was demonstrated through exploratory factor analysis and confirmatory factor analysis. It aims to discover key management elements in terms of quality management and provide practical implications to management.

• Journal of the Korean Society for Railway
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• v.9 no.1 s.32
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• pp.81-88
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• 2006

The purpose of this study is to verify the dimensions of service quality of Korea Train Express(KTX) and to compare the service quality of KTX with that of general train. The researcher consisted of initial 32 items representing eight-dimension and analyzed the final quality dimensions of KTX. The collected data of passenger of 226 was analyzed by statistical procedures such as the iterative sequence of computing Cronbach's a, corrected item-to total correlations, and factor analyses. Through the repeated statistical process to puritY the items, a final set of 26 items representing six district dimensions; tangibles, timely responsiveness, empathy, comfort, information access and safety. The Results of independent samples t-test showed that the mean scores of all the service quality dimensions of KTX except for comfort were higher than those of general train. This finding will provide the more appropriate instrument to measure the KTX service quality as well as to improve the passengers' perception of the service quality.

• Journal of the Korean Society of Clothing and Textiles
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• v.24 no.5
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• pp.760-771
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• 2000

The main objective of this study were to develop the scale for measuring service quality and to identify the differences of service quality among apparel store types(department store, fashion specialty store and national brand independent store). Data were collected from 463 subjects who finished their shopping with a self-administered questionnaire. The results were as follows; 1. As a result of factor analysis, seven dimensions were identified for service quality: VMD, store atmosphere, pleasant enviornment, product assortment, store policy, salesperson's assurance, and salesperson's responsiveness dimensions. The first five dimensions and the last two dimensions were corresponded to store service and sales service respectively. Those dimensions explained 56.56% of service quality. Especially the salesperson's assurance had the most explaining power. 2. The fashion specially store was evaluated as the highest in five dimensions of store service, whereas the department store was evaluated as the lowest in the pleasant environment dimension. 3. Store policy, salesperson's assurance, store atmosphere, and VMD dimensions explained 38% of store satisfaction.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

• International Area Studies Review
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• v.15 no.2
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• pp.199-223
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• 2011

This research would research about discount store's service quality of Korean and Chinese consumers' recognition and importance of commitment dimensions. Also, research about differences between word of mouth intention and relationship retention intention. Results of hypothesis are as follow. First, for service quality dimension that has effect on normative commitment, service quality dimension has positive effect over normative commitment especially in tangibility, reliability and responsiveness. Second, for service quality dimension that has effect on affective commitment, among dimensions, except tangibility, reliability, responsiveness, assurance and empathy have positive effect over affective commitment. Third, for service quality dimension that has effect on continuous commitment, among dimensions, tangibility and reliability have positive effect over continuous commitment. Fourth, for relationship between dimensions of commitment, affective commitment has positive effect over normative commitment while continuous commitment has positive effect over affective commitment. Fifth, dimensions of commitment has effect over relationship performance variables that are relationship retention intention and word of mouth intention.

• Journal of Distribution Research
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• v.10 no.2
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• pp.99-120
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• 2005

First, based on extant studies in the field, the author extracts environments, general and personalized interactions between an internet shopping mall and its customers, interactions among customers, and outcomes as 5 relevant dimensions of the service quality of an internet shopping mal She derives hypotheses on the relationships between each of the service quality dimensions and each of the three components of the relationship quality, satisfaction, trust, and commitment. She also investigates the moderating role of the relationship duration defined by the length of use in the relationships. She studies the relationships among the three relationship quality components and their effects on the future intentions of relationship maintenance, too. Through a survey on college students and adult consumers, she gathers 349 qualified questionnaires. Applying regression methods on the data, she finds out that most of the relationships between each of the service quality dimensions and each of the relationship quality dimensions are statistically significant but that the strengths of relationship are quite different dimension by dimension. The moderating effect of the relationship duration is not found except one case, the relationship between general interactions and trust. The author also finds out positive relationships between satisfaction and trust between satisfaction and commitment, and between trust and commitment. Positive relationships between trust and the future intention of relationship maintenance and between commitment and the future intention are found. But the data does not reveal any statistically significant relationship beetween satisfaction and the future intention. The author provides a few implications of the research results and future research agenda.