• 유통과학연구
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• 제13권2호
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• 한국콘텐츠학회논문지
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• 제21권10호
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• pp.520-536
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• 2021

선진국들은 삶의 질 지표를 개발하여 정책판단의 지표로 활용하고 있으며 우리나라도 국민의 삶의 질 지표를 개발하여 운용 중에 있다. 생활밀착형 SOC가 그 중 하나로 생활 인프라를 개선하여 국민의 삶의 질을 높이고자 하는 정책이다. 본 연구에서는 국민의 삶의 질 중 주관적 행복감을 중점으로 연구하고자 한다. 노인은 국가정책의 상대적 소외계층으로 노인의 주거환경이 삶의 질과 주거만족도, 행복감 등에 미치는 영향을 분석하고자 한다. 노인들이 지각하는 개인-환경 적합성이 주거만족도, 주관적 행복감에 영향이 있는지 구조적 관계를 규명하고 주거만족도와 주관적 행복감 간의 매개효과를 분석하여 도시계획 수립 및 관련 정책 입안에 유용한 시사점을 제공하고자 한다. 연구결과 개인-환경 적합성의 편의성, 쾌적성, 공공복지는 주거만족도에 영향을 미치고, 주관적 행복감에도 영향을 미치며, 주거만족도는 주관적 행복감에 영향을 미치는 것으로 나타났다. 또한 쾌적성, 공공복지와 주관적 행복감간의 관계에서 주거만족도는 매개효과가 있는 것으로 분석 되었다.

• 한국컴퓨터정보학회논문지
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• 제27권9호
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• pp.177-190
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• 2022

본 연구에서는 장애인고용패널 2차웨이브 1차년도(2016년)부터 6차년도(2021년)까지 데이터를 활용하여 20세 이상 성인 임금 장애근로자의 장애수용과 직무만족도 사이의 종단적 변화양상과 상호적 인과관계를 분석하기 위해 자기회귀교차지연 모형을 적용하였다. 분석결과, 첫째, 장애 임금근로자의 이전 시점의 장애수용과 직무만족도는 각각 이후 시점의 장애수용(𝛽=.556~.610)과 직무만족도(𝛽=.554~.585)에 안정적으로 유의한 영향을 미치는 것으로 나타났다. 둘째, 장애 임금근로자의 이전 시점의 장애수용은 이후 시점의 직무만족도(𝛽=.077~.090)에 그리고 이전 시점의 직무만족도는 이후 시점의 장애수용(𝛽=.087~.092)에 교차지연효과가 유의한 것으로 나타났다. 셋째, 장애 임금근로자의 성별 집단에 따른 모형적합도 분석결과 시간의 흐름에 따른 장애수용과 직무만족도 사이의 자기회귀효과 및 장애수용과 직무만족도 사이의 교차지연효과의 차이가 유의하지 않게 나타났다.

• 한국식생활문화학회지
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• 제26권6호
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• pp.641-648
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• 2011

The two purposes of this study were to understand service encounters in Korean restaurants by foreigners living in Korea and to examine the effect of service encounters on the customer's emotion feelings, customer satisfaction, and behavioral intention. Based on the reactions of a total of 614 foreigners obtained by empirical research, this study reviews the reliability and fitness of the research model, and verifies a total of 4 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data: ${\chi}^2$ 683.466 (df=216), CMIN/df 3.164, RMR 0.095, GFI 0.911, AGFI 0.886, NFI 0.933, CFI 0.953, and RMSEA 0.059. As a result of empirical analysis, the physical environment, interactions with employees, and interactions with other customers were quantified as service encounter factors in Korean restaurants. These factors were indicated to have an influence on customer's emotion feelings. Also, customer's emotion feelings had a positive influence on customer satisfaction and behavioral intent. Limitations and future research are also discussed.

• 한국콘텐츠학회논문지
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• 제18권5호
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• pp.592-599
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• 2018

본 연구 목적은 노인의 평생교육활동참여가 자아통합감이 미치는 영향에 관해 살펴보고 삶의 만족도와 자원봉사활동이 매개하여 자아통합감에 미치는 영향을 검증하는데 있다. 조사대상자는 서울시, 경기도, 인천시 지역에 거주하는 60세 이상 일반노인대상으로 노인복지회관, 노인대학, 경로당 등의 평생교육기관에 참여하는 300명을 최종 분석 자료로 활용하였다. 분석방법으로는 AMOS 22.0의 구조방정식 모형을 응용하였고, 매개경로의 유의수준을 검증하기 위해서 구조방정식으로 Bootstrap 분석과 추가적으로 Sobel test 검증 방식을 사용하였다. 통계처리는 SPSS WIN 22.0, Amos 22.0 프로그램을 사용하여 분석하였다. 연구 결과 노인의 평생교육활동 참여가 자아통합감에 영향을 주었으며, 삶의 만족도와 자원봉사활동은 매개효과를 가지고 있는 것으로 나타났다. 이를 토대로 평생교육활동 참여를 높일 수 있는 실천적인 방안을 논의하였다.

• 대한한의학회지
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• 제27권1호
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• pp.104-117
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• 2006

Objectives : To explore the causes that affect the level of Yangseng(養生) certain elderly people.(Level of Yanseng; The oriental medicine tool to measure Yanseng developed to fit the situation of korea) Methods : For this purpose, characteristics, Life Satisfaction and Activities of Daily Living were adopted as independent variables and analyzed statistically. Out of questionnaires distributed to the old people aged 65 or more living in Jeonbuk province, 824 replies were collected from April to June 2004 and processed for an analysis. Results : The analysis revealed that the higher points old persons tend to score in Total of Yangseng, the more they are inclined to be Life satisfaction, the higher K-ADL they get and the longer they have leisure. Rather old men than women or rather those who live with family than those who do not have more possibility to record higher scores of Total of Yangseng(R Square=0.365). There was greater possibility that the higher points persons can get in Morality Yangseng(R Square=0.200), Mind Yangseng(R Square=0.173), Diet Yangseng(R Square=0.139), Exercise Yangseng(R Square=0.353), Sleep Yangseng(R Square=0.187), Seasonal Yangseng(R Square=0.107), Sex life Yangseng(R Square=0.199), the more they tend to be Life satisfaction. It was revealed from the analysis that the better care old people pay to Activities & Rest Yangseng, the higher K-ADL they get(R Square=0.186). Conclusions : Front the above results, it may be concluded that approaches of Oriental medicine can contribute to maintaining and promoting health as well as preventing and controlling disease for old people who are in greater needs for proper health care in the aged period.

• 디지털산업정보학회논문지
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• 제7권4호
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• pp.183-198
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• 2011

With the recent development of IT technology, the existing contents have been digitalized through various distribution channels. Accordingly, a lot of studies have been done in order to figure out the distribution and features of digital contents, In these studies, however, categorical characteristics of digital contents were not considered ; most of the previous researchers saw digital contents as only a single item or focused on some contents within particular part such as movie, music, etc. So, this study divides digital contents into movies, music and texts. I was going to study which factors affect Customer Satisfaction in relation with the kind of contents. With SERVQUAL as independent variables, which affect the Customer satisfaction, I used five factors :Design Quality, Information Quality, Security Quality, Communication Quality and Transaction Quality. As for the detailed items, I corrected them with Open-End Question and Pre Survey Research, which are more fit into the features of digital contents. This research conducted Principle Component Analysis, Reliability Test, Correlation Analysis and Regression Analysis. I verified that each factor of Service Qualities has a positive effect on Customer Satisfaction. Moreover, the factors of the effect are different according to the kind of digital contents. This paper was added Exploratory Study to find the best distribute channel. For the study, I search the possible distribute channel in each digital contents and their characteristic.

• 대한간호학회지
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• 제46권1호
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• pp.118-127
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• 2016

Purpose: The study purposes were to construct and test structural equation modeling on the causal relationship of community residents' perceived quality of care, image, and role performance with satisfaction, intention to (re)visit and intention to recommend hospital. Methods: A cross-sectional survey was conducted with 3,900 community residents from 39 district public hospitals. The questionnaire was designed to collected information on personal characteristics and community awareness of public hospitals. Community awareness consisted of 6 factors and 18 items. The data were collected utilizing call-interview by a survey company. Research data were collected via questionnaires and analyzed using SPSS version 20.0 and AMOS version 20.0. Results: Model fit indices for the hypothetical model were suitable for the recommended level: ${\chi}^2=796.40$ (df=79, p<.001), GFI=.93, AGFI=.90, RMSR=.08, NFI=.94. Quality of care, image, and role performance explained 68.1% of variance in community awareness. Total effect of quality of care process factors on satisfaction (path coefficients=3.67), intention to (re)visit (path coefficients=2.67) and intention to recommend hospital (coefficients=2.45) were higher than other factors. Conclusion: Findings show that public hospitals have to make an effort to improve community image through the provision of quality care, and excellent role performance. Support for these activities is available from both Central and Local Governments.

• 한국의류산업학회지
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• 제23권5호
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• pp.624-633
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• 2021

This study was intended to compare the comfort of wearing each type of commercially available bralette. The trial wearing experiment was conducted on five women in their 20s who wear an average Korean bra size of 70A. The experimental bralettes were of four types: a bralette with both hooks and pads and a bralette without both, a bralette with hooks but no pads, and a bralette with pads but no hooks. The wearing test results are as follows. First, in terms of functional satisfaction, the padded bralette provided the greatest satisfaction in supporting the chest from the bottom up and bringing it to the center, and the bralette without the pad provided the least satisfaction. In addition, the level of convenience of attaching/detaching was about twice as high in the bralette with hooks than those without hooks. Chest compression was found to be greater in bralettes without hooks than in those with hooks. In terms of the pressure on the shoulder strap and on the lower chest band, it was found that bralettes with hooks had a greater sense of pressure than those without. In the appearance characteristics test, the unpadded bralettes scored higher than the padded one in the matter of feeling embarrassed, because in unpadded bralettes, the nipples were exposed underneath the clothes . This study is meaningful in classifying the design of the bralette and evaluating the fit for each design in the absence of prior research on the bralette.

• 실천공학교육논문지
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• 제9권2호
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• pp.155-165
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• 2017

본 연구는 대졸자를 대상으로 전공선택동기와 전공선택후회에 대해 살펴보기 위한 것으로, 다음과 같은 세 가지 연구문제를 설정하였다. 첫째, 대학의 전공선택동기에 따라 전공선택 후회여부에 차이가 있는가? 둘째, 대학의 전공선택동기에 따라 전공선택 후회이유에 차이가 있는가? 셋째, 전공선택동기와 전공선택후회에 따른 네 집단 간에 대학생활, 취업목표, 첫 일자리 만족 등에 차이가 있는가 하는가? 이를 위해 한국고용정보원의 '2013년 대졸자직업이동경로조사'자료를 활용하여 교차분석과 일원분산분석을 실시하였다. 그 결과, 첫째, 흥미나 적성과 같은 내적동기로 전공선택을 할 경우에 외적동기의 경우보다 적게 후회하는 것으로 나타났다. 둘째, 내적동기로 전공선택을 한 경우에 가장 큰 후회이유는 '취업의 어려움'이었으며, 외적동기의 경우에는 '적성에 맞지 않음'으로 나타났다. 셋째, 전공선택동기와 전공선택후회여부에 따른 네 집단 간에 대학생활, 취업목표, 첫 일자리 만족도 등에서 차이가 나타났다.