• 한국프랜차이즈경영연구
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• 제1권1호
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• pp.1-17
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• 2010

프랜차이즈 가맹점의 계약 전 기대와 운영 후 지각된 성과에 대한 부정적 차이인식(gap)의 정도가 커지면 분쟁의 원인으로 발전할 수 있는데, 이는 근본적으로 가맹본부가 신규 가맹점 모집에 급급한 나머지 계약전 기대를 너무 높게 만들어 운영 후 지각된 성과와의 부정적 차이인식(gap)이 커지면서 발생하는 경우가 높다고 볼 수 있다. 따라서 본 연구에서는 가맹본부의 관계지향성에 대한 가맹점의 계약 전 기대와 운영 후 지각된 성과의 차이인식(gap)을 통해 가맹본부의 관계지향성에 대한 가맹점의 만족도를 간접적으로 측정하고, 관계지향성에 대한 차이인식(gap)이 프랜차이즈 업종별로 어떻게 다르게 나타나는지 알아보고자 한다. 본 연구의 실증분석 결과, 관계지향성에 대한 차이인식(gap) 평균이 모두 음(-)으로 나타난 것은 운영 후 지각된 성가가 계약 전 기대보다 낮다는 것을 의미하는 것으로, 가맹점 계약 전 기대관리의 필요성과 함께 프랜차이즈 업종별로 관계지향에 대한 차이인식(gap)이 다르게 나타났다는 것을 밝혔다는 데에서 그 의의를 찾을 수 있다. 이런 점들로 볼 때, 프랜차이즈는 가맹본부와 가맹점 간의 계약관계에 의해서 유지되는 시스템으로 지속적인 관계를 유지하기 위해서는 많은 노력과 함께 기대관리가 필요하다.

• Journal of the Korean Data and Information Science Society
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• 제19권3호
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• pp.893-901
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• 2008

The disconfirmation paradigm is the earliest researched and the most deeply researched of all the paradigms in marketing. Disconfirmation paradigm deals with the influence of expectation, perceived product performance, and the discord between the two on consumer satisfaction. The GAP-Model is based on the disconfirmation paradigm that tries to understand the effect of the gap between before purchase expectations and after purchase perceptions of the product performance on dependent variables such as customer satisfaction. The purpose of this research is to test whether regression coefficients of a P-Model(performance only model), an E-Model(expectation only model) and GAP(P-E)-Model are equivalent in explaining service value and loyalty. The Chow's F-Test is used to test the excellence of the 3 models. As a result of comparison and analysis, P-Model showed more excellence of service value and loyalty than E-Model or GAP-Model.

• 대한간호학회지
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• 제31권5호
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• pp.871-884
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• 2001

this study was to investigate the perception gap on nursing service between consumers and providers. Method: the questionnaire founded on the SERVQUAL was developed and distributed to 300 patients and 210 nurses at the three subjected general hospitals in three provincial city, Korea during February to March, 2001. For data analysis, Cronbachs' Alpha, frequency, t-test, and paired t-test were used. Result: 1. In the gap analysis on the 20 properties constituting nursing service, providers almost all perceived higher than consumer in quality. Among them, the number of properties being statistically significant was 7 in the expectation, 18 in the important and 7 in the performance. 2. In the comparison analysis of the perception gap on the expectation-performance and the important-performance, it turned out that the subjected hospitals had to improve their equipment and facilities immediately. It was suggested a good strategy to strengthen the responsiveness factor and the assurance factor of nursing service. Conclusion: it could be concluded that nurses have to recognize the blind spot of their perception and endeavor to take away the perception gap between consumers and providers.

• 의정연구
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• 제15권1호
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• pp.119-143
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• 2009

한국 국회에 대한 낮은 국민신뢰도는 대화와 타협을 중시하는 의회의 구조적 특성에 기인한 독특한 의사결정과정에 일정부분 기인하고 있다는 점은 부인하기 어렵다. 그러나 이보다 더 중요한 요인은 한국의 유권자들이 전반적인 정치상황에 대해 부정적인 인식을 갖고 있고, 높은 정치적 효능감과 정치적 관심에 따른 기대수준을 한국의 국회가 제대로 충족시키지 못하고 있다는 점이다. 특히, 다른 민주주의 국가들과 비교해서 한국 유권자들이 보이는 높은 정치적 효능감과 정치적 관심은 의회와 민주주의에 대해 매우 긍정적인 평가로 연결되며, 이는 현실 정치체제에 대한 높은 기대치로 이어지고 있다. 문제는 높은 정치적 기대치가 현실의 상황에서 충족되지 못할 때 역시 높은 실망감으로 이어지기 쉽다는 점이며, 한국 국회에서 빈번히 관찰되는 파행적인 모습들이 국민들의 국회에 대한 실망감을 낳게 하는 요인이 되고 국회에 대한 낮은 국민신뢰도도 이의 연장선상에서 이해될 수 있다.

• 간호행정학회지
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• 제6권2호
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• 품질경영학회지
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• 제29권2호
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• pp.1-16
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• 2001

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.

• Journal of Information Technology Applications and Management
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• 제19권2호
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• pp.59-78
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• 2012

The purpose of this longitudinal case study is to shed light on the reliability problems of IS performance evaluation by analyzing the discrepancy between ex ante evaluation in 2011 and ex post evaluation in 2012. Through an information system development project of a public enterprise, the gap between ex ante and ex post evaluation was ascertained and the causes as to why such gap occurs and the success factors that can solve the problems were derived. The ex ante evaluation of IS performance was performed based on both IS success model and BSC model and the ex post evaluation was carried out at the time after the target system has been built up by applying the evaluation measures and process that are similar to the ex ante evaluation. In the ex ante evaluation the business performance improved by the target system was estimated to 18.2%. On the other hand, it was seen as being low at 15.2% in the ex post evaluation and the differences were found to be statistically significant in 6 out of 10 measures. The reasons as to why such gap occurs were diagnosed as being of 2 types : (1) changes in the evaluation psychology according to the differences in the evaluation objectives; and (2) excessive expectation levels of the target system that is formed at the time of the ex ante evaluation. In other words, the users who have excessive expectations tend to overestimate in the ex ante evaluation and, in the ex post evaluation, tend to underestimate lower than the actual performance mainly due to disappointment on the results that do not meet the early expectations. As solutions to overcome the reliability problem of ex ante evaluation, 3 factors were derived : (1) the temperance of excessive expectation levels of the users; (2) a clear definition of the scope and functionality of the target system; and (3) actual commitments for the evaluations of IT performance.

• 가정과삶의질연구
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• 제34권3호
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• pp.1-14
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• 2016

The present research aimed to assess role expectations and job performance of childcare teaching assistants at daycare centers. In order to describe participants' experiences, qualitative data were analyzed using Van Manen's phenomenological approach. The findings showed that childcare teaching assistants suffered a gap between their role expectations and reality. They felt diverse emotions and doubt about their professionalism through interactions with teachers in charge, directors, parents, and children. The participants claimed that the Nuri curriculum teaching assistants system should be improved to achieve better quality childcare programs. The implications to support the Nuri curriculum teaching assistants system were discussed in depth.

• Journal of East Asia Management
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• 제5권1호
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• pp.1-31
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• 2024

Based on the perspective of consumers and the method of value engineering, this paper uses "CSR expectation deviate level" to measure corporate social responsibility, and discusses the influence of corporate social responsibility on financial performance and its action path. This paper collected the questionnaire survey data of 878 consumers and the panel data of 98 listed companies from 2009 to 2012. The empirical results show that: (1) Consumers pay more attention to products and services, charity, environmental protection and their responsibilities to employees, and less attention to their responsibilities to shareholders or creditors and partners; (2) Corporate social responsibility is negatively correlated with financial performance, and corporate marketing ability plays a moderating role in it. That is, the smaller the gap between the level of corporate social responsibility fulfilled by enterprises and consumers' expectations, the better the financial performance of enterprises, which also reminds enterprises that they need to rationally allocate corporate social responsibility resources and constantly cultivate their own marketing capabilities, so as to better meet the level of corporate social responsibility expected by consumers. The value engineering method quantifies consumers' value perception of corporate social responsibility, which has a certain practical guiding role. Of course, there are some limitations in this paper, and future research can further explore the potential impact mechanism.

• 품질경영학회지
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• 제22권2호
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• pp.98-108
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• 1994

Under the competitive environment of shipping industry, the improvement of the quality of shipping service could be one of the most important factors to be considered in the recent shipping industry. However, there has been little study on the clear concept of the service quality in the shipping so far. The subject of this study is to define the concept of the service quality in the shipping by way of making investigation into the related precedent literatures studied. The quality of service is recognized in general as a degree of gap between the customer's expectation and the perception. Therefore the service quality of shipping could be measured by evaluating the gaps between shipper's expectation and performance of shipping service. If the determinants of the service quality in the shipping are proved, and the discrepancies of expectations and perception between the shipping company and the shipper could be clarified, such a result would be an useful help to establish marketing strategy.