• Journal of the Korean Society of Clothing and Textiles
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• v.25 no.5
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• pp.933-944
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• 2001

The purpose of this research was to classify service dimensions for each apparel product which was thought to be important to consumers and to examine what kind of service dimensions are assessed to be more important than others. Furthermore, whether there were significant differences in the service dimensions and importances of services dimensions were examined by apparel product type(casual, formal products). Data were collected from women who were over 20 years old that live in Seoul. A questionnaire developed based on the previous researches and data were analyzed by factor analysis, t-test, ANOVA, frequency analysis. The results of this study were as follows: First, services of salesperson were divided into six dimensions: \"focused on customers\", \"knowledge/competency\", \"courtesy\", \"appearance/image\", \"purchasing induction\", and \"concerning\". As to service dimension importance, consumers think that \"service focused on customers\" is the most important dimension of service. Second, results of examining the importance according to apparel product type showed that five of the six service dimensions in formal product sales were more important except for the \"knowledge\" related service. Last, as to demographic characteristic variables, people who were over 40 years old were likely to think \"purchasing induction\", \"appearance/image\", \"concerning\" service dimensions more important than the other ages. And it was found that consumers who spend less money on purchasing clothing in a month thought \"focused on customers\" service was more important than the other consumers. In conclusion store managers could apply these results to service education of salesperson and use on preservation and improvement of customer relationship. And according to apparel product types, the results will give some implications to various service policies.

• Journal of Nutrition and Health
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• v.35 no.6
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• pp.668-680
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• 2002

The purpose of this study was to investigation the importance and categorization of task elements of school food service dietician and to provide the useful data for standard model of the dietician′s tasks of school foodservice. This study was conducted in school food services nationwide in method of written questionnaire. The questionnaires were mailed to the dieticians of 3 type school foodservice system-conventional, commissary, joint management. Of the 660 schools that participated in this study, the responses from 212 conventional system and 212 commissary system and 200 joint management system were selected for analysis. Statistical analysis was performed with SAS/Win 6.12 package program for descriptive analysis, T-test, ANOVA, factor analysis using. The main results of this study can be summarized as follows Importance level was more than 4 score out of 5 scale in most of the task elements. The result was indicative of the appropriateness of definition of the 61 task elements. Of 61 task elements, importance level on ′nutrition education′ and on ′evaluation of foodservice operation management′ indicated the most significant difference between present and ideal situation. Through factor analysis, 61 task elements were regrouped into 7 dimensions; "Duty dimension of cooking and distribution management", "Duty dimension of cost management", "Duty dimension of raw material management", "Duty dimension of education management", "Duty dimension of menu management", "Duty dimension of record keeping of foodservice", "Duty dimension of general management (others)".

• Journal of the Korea Fashion and Costume Design Association
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• v.4 no.2
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• pp.31-45
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• 2002

The purpose of this study was designed to investigate if self-monitoring variable among various individual trait theories and demographic variable would be variables which can explain about the importance differences of consumer service level of retailing in the garment product. The survey was conducted from Feb, 6 to 16, 2002. For this survey, the 118 data were analysed with spss window 9.0 version and Cronbach's, Factor analysis, one-way ANOVA, Duncan test, Frequency, mean, percentage were applied. The results of this study were as follows; 1. Consumer service was classified in attitude/confidence/expert knowledge of salesperson, product display, product information, product assortment, shopping environment, lighting setup. 2. As a result of analyzing the importance differences per consumer service dimension depending on self-monitoring levels, it was not significant differences. 3. As a result of analyzing the importance differences per consumer service dimension depending on demographic variables, it was not significant differences.

• Korean Journal of Community Nutrition
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• v.5 no.4
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• pp.662-671
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• 2000

The purpose of this study was to analyze university students' perception of service quality attributes in residence hall foodservice. Questionnaires were hand delivered to 1,210 university students residing in a residence hall. A total of 1,011 was usable, resulting in an 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. A statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, $X^2$-test, t-test, ANOVA, Spearman Correlation, and Common factor Analysis, and Importance- Performance Analysis(IPA) was completed. Significant negative correlations between importance and performance were found with 'abundance of foods'(p < 0.001), 'discontent handling'(p < 0.001), and 'availability of new menus'(p < 0.01). factors including food, menu, sanitation, atmosphere, facilities, employee's attitude, and convenience were rearranged and a new dimension was created with the service. Employee's attitude and service factors received the highest scores in customer perception of importance and performance. Food, menu, and convenience factors were included in Quadrant A. female students had significantly higher importance mean scores than males, while males had significantly higher Performance mean scores. (Korean J Community Nutrition 5(4) : 662~671,2000)

• Preventive Nutrition and Food Science
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• v.10 no.4
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• pp.372-377
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• 2005

This study was designed to examine the satisfaction of high school students with different types of foodservice management programs. The importance and the performance of foodservice management programs were evaluated based on the perceptions of high school students about food service characteristics affecting customer satisfactions. The average score of the attributes affecting the importance of school food service program was $4.27\pm0.49$ and the most important attribute was identified as 'the food safety $(4.68\pm0.67)$', followed by 'the taste of food $(4.66\pm0.65)$'. The average scores of all performance dimensions were lower than 3 point. 'Menu dimension' was rated as the lowest dimension $(2.61\pm0.89)$ and 'Food dimension $(2.79\pm0.70)$' was rated as the highest dimension. Significant differences among different types of foodservice management were perceived by respondents in the overall performance (F=40.244, p<0.001). Students who served by contract-conventional management rated significantly higher performance score on all of the performance attributes than the students served by other types of foodservice management. The results of the importance and the performance analysis present that student satisfaction is affected with the type of foodservice management programs and substantial differences lies between the perceptions of foodservice operations and students.

• Journal of Industrial Convergence
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• v.3 no.2
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• pp.85-104
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• 2005

The purpose of this study is to measure an education service quality from the domestic junior college crane. And it confirms the important degree against the education service quality dimension which the students perceive. The empirical results have indicated that it is relation to sex and subject and education service quality dimension for of students.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.6
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• pp.700-711
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• 2011

The purposes of the study were to identify the online service attributes that contribute to online consumer experiences of satisfaction, service failure, and service recovery and to examine whether differences exist in these attributes between U.S. and Korea. E-A-S-QUAL provided a useful framework for the study. Focus group interviews and web surveys were conducted by utilizing college students in both countries. No significant cultural differences were found in online service dimensions of service satisfaction. Personalization was the most frequently mentioned online service dimension of service satisfaction both in the U.S. and Korea. The findings showed significant cultural differences in terms of online service dimensions responsible for service failure and recovery. For Korean consumers, merchandising was one of the key online service dimensions of service failure, while efficiency was the important service dimension resulting in service failure for the U.S. consumers. In addition, for U.S. consumers, efficiency and personalization were the two most frequently mentioned service dimension for service recovery, while Korean consumers put more importance on the contact and information dimensions for service recovery. This study provided a comprehensive list of online service attributes important to online apparel retailing.

• Fashion & Textile Research Journal
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• v.9 no.1
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• pp.41-48
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• 2007

Marketing strategists believe that the best way to satisfy customers is through satisfied employees. In fashion retail businesses, salespersons play a pivotal role for the success of business, since fashion products have emotional properties and customers' emotion is largely affected by personal selling at the point of purchases. The present study aims to examine relationships among internal service quality, job satisfaction, and organizational performance in fashion retail businesses. Specifically, the study will test the validity of applying service quality concept to the internal service targeting the sales person of fashion retailers and identify dimensions of internal service quality. Data were collected from salespersons of women's wear and imported brand stores at four major department stores. 205 survey responses were used for the final analysis. The factor analysis extracted empathy/tangibility, assurance, responsiveness and reliability factors. The structural path analysis and effect analysis indicated that the importance of assurance and responsiveness of internal service quality had significant direct effects on job satisfaction and significant indirect effects on organizational performance. Reliability dimension of internal service quality had a significant direct effect on job satisfaction. The importance of empathy/tangibility dimension, however, was relatively weak in the model.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.2
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• pp.35-46
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• 2008

This research developed a strategy for mobile banking services based on the important factors deduced from quality assessment of mobile banking service that is experiencing rapid growth of user. SERVQUAL model and importance-performance tool were used. First, SERVQUAL model uses the important factors of mobile banking service selected from literature reviews. As a result, four dimensions that affect user satisfaction are found; assurance, customer orientation, tangibility, and reliability. Second, importance-performance analysis is to develop the strategy using the four factors. The final results revealed that assurance dimension had the strongest influence on user satisfaction. Assurance dimension of high expectation and yet low real performance needs immediate improvement. Customer orientation dimension of low expectation and performance should be reconsidered definition of satisfaction. On the other hand, tangibility dimension of higher performance than expectation is simply to maintain current level. Reliability dimension of high expectation and performance is recommended consistent management.

• Journal of Information Technology Applications and Management
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• v.12 no.3
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• pp.81-96
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• 2005

ASP (Application service provider) as a new type of information systems service has been popular recently and has taken a much attention of information systems professionals and researchers. One stream of the research on ASP performed by IS community dealt with utilization and benefits of ASP systems use. The other researchers argue the importance of ASP vendors' capability to provide users with appropriate services. Kern, Lacity and Willcock (2002) summarized the components of core competency of service providers based on their extensive case studies on application service providers. Also, Levina and Ross (2003) developed a value delivery process of application service Providers in their case study This study is developing Prepositions and an empirical model based on the theory of core competency from strategic management study. The dimension of core competency is composed of management competency, technical service competency and customer service competency. Each dimension is made up of competency items derived from previous studies and adapted by professionals in ASP industry. The validity of the dimensions and items in each dimension has been checked with factor analytic method for empirical test. The core competency dimensions are correlated with performance factors of application service providers including growth of revenue, asset and customer base.