• Korea Journal of Hospital Management
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• v.23 no.1
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• pp.65-77
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• 2018

The purpose of this study is to examine the structural causal relationships between service image, service satisfaction, affective commitment, and customer loyalty to customers who have experienced hospital medical services, and to identifies the mediating effect of relationship proneness in explaining the effects of service image, service satisfaction, and affectivel commitment on customer loyalty. For this study, 250 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Service image had significant influence on service satisfaction and emotional commitment. First, Service satisfaction was significant for emotional commitment and customer loyalty, and emotional commitment had a significant effect on customer loyalty. Therefore, the path relations between variables were all statistically significant. Second, there was differences the moderating effect of the relationship proneness in the effects of service satisfaction, service image and affective commitment on customer loyalty. In other words, the moderating effect of the relationship tendency was consistent with the research hypothesis and the adjustment effect was significant in the relationship between service satisfaction and customer loyalty. However, there was no control effect in relation to service image and customer loyalty and affective commitment and customer loyalty. Therefore, In order to secure long-term and stable profits by establishing a relationship with their customers, the medical service marketing strategies of hospitals should be promoted to enhance customer loyalty by raising the level of service satisfaction to high relationship proneness group and by raising the the level of affective commitment to low relationship proneness group.

• Journal of the East Asian Society of Dietary Life
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• v.17 no.4
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• pp.580-588
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• 2007

The purpose of this study was to measure the effects of the perceived sacrifice, service quality, value and satisfaction on the intention to revisit restaurants. A total of 273 questionnaires were completed. The equation model was used to measure the causal effects. The results demonstrated that the confirmatory factor analysis model provided an excellent model fit. The modified model yielded a significantly better fit to the data than the service quality model, and accounted for a greater share of the variance in intention to revisit than the service quality model. The effects of value and service quality on intention to revisit were statistically significant in both the service quality model and modified model. The effects of perceived sacrifice and service quality on value were statistically significant in the service quality model and modified model. As expected, service quality had a significant effect on satisfaction in the modified model. Satisfaction had a significant effect on intention to revisit in the modified model. Satisfaction also had a significant effect on service quality in the service quality model. Moreover, service quality had an indirect influence on intention to revisit through value and satisfaction in the modified model. Service quality had an indirect influence on the intention to revisit through value in the service quality model. The overall findings offer strong empirical support for the intuitive notion that improving service quality can increase favorable intention to revisit, and decrease unfavorable intention to revisit.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.382-399
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• 2017

The purpose of this study is to identify the structural relationship between service experience, corporate image, service trust, affective commitment and service loyalty in leisure service environment, and explain the causal role of corporate image, service trust and affective commitment. To this end, hypothesis was verified by structural equation model analysis using SPSS 23.0 and AMOS 20.0 statistical package. The result of the study as follows: First, service experience influenced corporate image and service trust but not affective commitment. Second, corporate image influenced service trust and service loyalty but not affective commitment. Third, service trust influenced affective commitment and service loyalty, Finally, affective commitment affected service loyalty. Therefore, service providers should raise corporate image and build the service loyalty by following the user to experience excellent service in a cognitive and affective aspects. Also, by motivating the customer to have affective commitment to the service trust, You need to plan and implement a marketing strategy that can increase loyalty.

• Korea Journal of Hospital Management
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• v.4 no.1
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• pp.171-189
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• 1999

This study aims to investigate the determinants of service quality and the relationships of service quality, customer satisfaction, word of mouth and subsequent purchase intention of medical service. SERVQUAL, an instrument developed by the marketing area, is offered as a possible measure of medical service quality. SERVQUAL measures service dimension of tangibles, reliability, responsiveness, assurance and empathy. The questionnaire method is used in this study. A survey is conducted on patients who are randomly selected. The questionnaire are sent to 300 patients and 208 are available. The objectives of this study were: 1) to find out the influence of determinants of service quality on medical service. 2) to investigate the relationship of medical service quality and customer satisfaction. 3) to analyze the relationship of customer satisfaction and favorable word of mouth, ubsequent purchase intention 4) to find out the gap perceived service quality between secondary and tertiary hospital. The results of this study are summarized as follows: 1) Reliability, responsiveness and assurance have a positive impact on the medical service quality. 2) Medical service quality has a positive impact on the customer satisfaction. 3) Customer satisfaction has a positive impact on the favorable word of mouth and subsequent purchase intention. 4) There is no gap between secondary and tertiary hospital of perceived service quality.

• Journal of Korean Academy of Nursing Administration
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• v.4 no.2
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• pp.307-319
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• 1998

This study is an empirical investigation and study on the measurement of nursing service quality as perceived by patients. A series of H1. H2. H3 alternative hypotheses were tested using a sample of 250 patients in Taegu City. Korea. HI hypothese were tested for application of five component of service quality (SERVQlTAL and SE RPERF : tangiblity. reliability. responsiveness. accessibility. understandability) in Taegu area Hospitals. Validity test - the five components of service quality were rearranged into two components of service quality (personal factor. nonpersonal factor). Although SERVQUAL was verified in USA. application for five components of service quality in Korea indicated that it need more analytical studies. Nobody can deny the fact that the recent growth of the nursing service quality is one of the most important driving forces of hospital management. In many hospitals. the nursing quality charges more than 50% of the medical service quality. As a result. many hospital managers should be enormous interests in the investment potentiality of the nursing service. However. doesn't many researchers invest their time and effort on the research of the quality control in nursing service. Nursing service management is the process to satisfy customer's desires and expectations through the various service activities. Presently nursing service are being faced with three Common tasks of improving quality of nursing service. competitively differential advantage and productivity because of quantitative expansion of Nursing service. Such a phenomenon is also found in our medical service industry. resulting from increasing demands for medical service owing to national medical insurance policy and consumer's attitude change emphasizing prevention of illness. excessiveness of medical facilities in large cities and increasing medical lawsuits due to influence of consumerism. Therefore. under such circumstances. this research on nursing service is conducted from nursing managements to improve the nursing service quality problems faced by medical institutions. The results of this theoretical/empirical research are as follows: 1. Nursing service Quality is regarded as patients' perceived quality and evaluated on the basis (5 dimension) of technical and functional quality. 2. Nursing service Quality is a concept of patients evaluation on the measurable multi-dimensions intrinsic and extrinsic attributes of service. 3. Nursing service Quality is conceptually defined as the difference between the perceived service and the expected service. 4. Korean consumers trend to evaluate nursing service quality based on such dimensions as responsiveness and reliability. understandability. accessibility. tangibility. 5. After analyzing whether or not there are some differences in respective medical institution. it was found that there are significant difference on understandability. reliability. communicability. courtesy. competence. 6. After analyzing the difference between the expected nursing service and the nursing perceived service, it was found that the expected nursing service is higher than the perceived service in every medical institution. 7. HI hypothesis was tested with regard to the validity test between SERVQUAL and SERVPERF in nursing service quality. The result of validity test between SERVQUAL and SERVPERF was found to have differential result. That is the R2 of SERVPERF is higher than that of SERVQUAL. Therefore. HI was verified in nursing management. H2. H3 hypotheses were tested whether or not the nursing service quality and patient satisfaction is the preceding variable. The result of H2 hypothes is that the nursing service quality is the preceding variable of patient satisfaction and the patient satisfaction is that of revisiting intention. After analyzing whether or not there is any differences on the demographic variable of five nursing service quality factor. it was found that there are statistically significant differences on communicability and courtesy at the sex. understand ability. accessibility and tangibility at the age. understandability at the academic background respectively.

• Journal of the Korean Data and Information Science Society
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• v.17 no.3
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• pp.763-774
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• 2006

The purpose of this study is to identify relationship among service quality, service value and customer satisfaction of food service industries. The respondents included 120 customers of K-restaurant in the survey. Data were analyzed by confirmatory factor analysis and cause-effect analysis among the constructs. After research model testing, the following results was obtained : Service Value was influenced directly and positively by the service quality. And customer satisfaction was influenced directly and positively by the service value. But customer satisfaction was not influenced directly and positively by the service quality.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2001.01a
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• pp.373-377
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• 2001

This study is to examine the factors that influence the performances of service quality in university hospitals by investigating systematically the condition of service quality. A synthesis of the health care quality is conducted to identify physical quality, operating process quality, and human resources quality that relate to both the overall satisfaction and intention of revisit. Based on the proposed hypotheses, the relationships between the service quality factors and performance are examined using data collected from 167 patients in three hospitals, Korea. Reliability and validity tests are performed for examining its relationship with service quality in health care systems. Total eight independent variables with respect to three service quality levels and two dependent variables for performance are identified for relationships between service quality and performance in health care systems. The results provide health care managers with a managerial insight to the planning function of performance with service quality in health care systems as well as other operations (business, government, or other service organizations) systems. Implication of the study for theory, future studies, and practices are discussed.

• Korean Management Science Review
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• v.29 no.1
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• pp.115-129
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• 2012

Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.

• Journal of the Korean Institute of Navigation
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• v.23 no.3
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• pp.75-89
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• 1999

The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

• East Asian Journal of Business Economics (EAJBE)
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• v.5 no.1
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.