• 한국조리학회지
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• 제19권3호
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• pp.156-172
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• 2013

본 연구에서는 특급호텔 조리 및 식음료 종사원의 스트레스 대처전략이 직무만족도 및 고객지향성에 미치는 영향력을 고찰하였다. 실증연구를 위해 확보된 250개의 표본을 바탕으로 연구모형의 신뢰성, 적합성 등을 검토하였고, 구조방정식 모형을 사용하여 총 2개의 가설을 검증하였으며, 모형의 적합도는 ${\chi}^2$=252.876, df=143, CMIN/DF=1.768, GFI=0.914, AGFI=0.873, NFI=0.936, CFI=0.971, RMSEA=0.056으로 조사되었다. 연구결과, 특급호텔 조리 및 식음료 종사원의 스트레스 대처전략의 하위 차원 중 문제중심 대처전략을 제외한 정서중심 대처전략(${\beta}$=-.181)과 회피전략(${\beta}$=-.129)이 직무만족도에 유의한 영향을 주는 것으로 조사되었으며, 직무만족도(${\beta}$=.599)는 고객지향성에 유의한 영향을 주는 것으로 나타났다. 이러한 결과를 통해 호텔 조리 및 식음료 종사원이 사용하는 대처전략은 직무만족도에 영향을 미치며 결과적으로 고객지향성에 영향을 미치는 것을 확인 할 수 있었다. 한편 스트레스 대처전략이 직무만족도 및 고객지향성에 미치는 영향에 있어서 부서와 고용형태에 따른 차이는 존재하는 것으로 조사되었다.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2011년도 춘계 종합학술대회 논문집
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• pp.387-388
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• 2011

본 연구의 목적은 항공사 객실승무원의 직무착근도의 세부구성요인인 적합성(fit), 희생성(sacrifice)및 연계성(links)요인이 직무만족, 조직몰입 및 이직의도에 미치는 영향을 실증분석 한 결과, 직무착근도의 세부구성요인인 적합성, 희생성 및 연계성요인 모두가 직무만족과 조직몰입에 강한 긍정적인 관계가 있는 것으로 나타났으나 이직의도에는 영향을 미치지 않는 것으로 확인되었다.

• 마케팅과학연구
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• 제20권3호
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• pp.269-277
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• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• 한국경영과학회지
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• 제29권3호
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• pp.129-144
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• 2004

The goal of this study is to stress the importance of 6sigma quality management in improving the inner capabilities of manufacturing and the performances of the company. Six Sigma is widely recognized today as a process improvement methodology that can cut costs and eliminate defects in manufacturing processes. In this exploratory analysis. a model is developed and tested to fit research model with the structural equation modeling analysis. In conclusion. 6sigma leadership and flexible organizational culture are the important drivers among 6sigma activities. IT management strategy is significantly related to 6sigma quality management. 6sigma quality management is significantly related to financial performance. In addition. customer satisfaction is significantly related to financial performance.

• 농촌계획
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• 제20권2호
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• pp.91-102
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• 2014

The purpose of this study is to analyse the over-depopulation characteristics of village unit in rural and fishery region. In addition, improvement in rural living environment for residents wish to raise. The main results are summarized as follows. First, increasing depopulation village, and the poor living environment for the depopulation of villages. Second, depopulation village characterize the type of hardware and software is required. Finally, this four type of policy is needed to fit characteristics. These findings further improve the depopulation village environment, improve satisfaction in that you can plan the basis for an effective strategy can be. Ongoing analysis of forward linkages and establish future policy measures are needed.

• 경영과학
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• 제14권2호
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• pp.161-184
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• 1997

This research examines the importance of IT training/education, present situation and possible suggestion for the successful training/education. The research method adopts a comparative analytical approach based on questionnaire survey responses from three work groups - managers, employees, and union representatives - drawn from five sample Korean banks. The evidence indicates that all three groups agree that IT improves banking efficiency and reduces job repetitiveness, but their job satisfaction level with IT-based work is surprisingly very low. The main reasons are mainly lack of training/education and poor user manuals. Also the research shows that most respondents would like to get further training/education to more adequately fit them for their jobs. Those from banks which invested in continuing training/education revealed more positive work attitudes and higher job satisfaction.

• 대한인간공학회지
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• 제22권2호
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• pp.1-13
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• 2003

In general, causal relationship for theoretical concepts is hypothesized based on precedent studies and tested by a structural equation model. However, when theoretical backgrounds are scarce or absent, the causal relationship is hypothesized operatively by the purpose and scope of research and tested by overall goodness-of-fit indices such as GFI and RMR. Such a causal relationship can't be most appropriate statistically because it is selected as specific relationship from researcher's view among possible causal relationships. Therefore, this study is to propose a procedure for identifying the causal relationship that produces the best GFI among possible causal relationships for theoretical concepts.

• 아동학회지
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• 제20권2호
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• pp.225-242
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• 1999

The psychometric properties of a preliminary version of the Friendship Quality Scale(FQS) were examined with data collected from 300 3rd and 5th grade children. Scores on the Self-Perception Scale were obtained to examine convergent validity. The FQS assesses friendship quality in 9 sub-scales, inclusive of 6 friendship functions. Factor analysis confirmed the 9 sudscale structure of the FQS for 5th graders, but 4 friendship functions instead of 6 were a better fit for 3rd graders. Except for one, the sub-scales showed relatively high internal consistency ; Cronbach ${\alpha}$ ranged from .70 to .93. Convergent validity was indicated by correlations between self-perception and sex differences in friendship functions. Friendship functions and satisfaction were related to self-perceptions in social acceptance, behavior, and global self-worth. Girls reported higher friendship functions and satisfaction in friendship than boys.

• 한국경영과학회지
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• 제14권2호
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• pp.161-161
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• 1989

This research examines the importance of IT training/education, present situation and possible suggestion for the successful training/education. The research method adopts a comparative analytical approach based on questionnaire survey responses from three work groups - managers, employees, and union representatives - drawn from five sample Korean banks. The evidence indicates that all three groups agree that IT improves banking efficiency and reduces job repetitiveness, but their job satisfaction level with IT-based work is surprisingly very low. The main reasons are mainly lack of training/education and poor user manuals. Also the research shows that most respondents would like to get further training/education to more adequately fit them for their jobs. Those from banks which invested in continuing training/education revealed more positive work attitudes and higher job satisfaction.

• 한국경영과학회지
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• 제22권1호
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• pp.141-157
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• 1997

The structure and dimensionality of the User Information Satisfaction (UIS) construct is an important theoretical issue that received considerable attentions. The acceptance of UIS as a standardized instrument requires confirmation that it explains and measures the user information satisfaction construct and its component. Based on a simple of 670 respondents who participated in dealing with the Public Management Information System (PMIS), this research used a confirmatory factor analysis to test the alternavtive models of underlying factor structure and assessed the reliability and validity of these factors and items in the PMIS. The result provided a support for a revised UIS model with four first-order factors and one PMIS The result provided a support for a revised UIS model with four first-order factors and one second-order (higher-order) factor in PMIS. To cross-validata these results, the author reexamined two prior data sets. The results showed that the revised model provides better model-data fit in all three data sets.