• Culinary science and hospitality research
• /
• v.16 no.4
• /
• pp.76-93
• /
• 2010

The hypothesis testing on the impact relationship of patterning, reliability, kindness and credibility, which are perceived as choice attributes in a coffee shop laid out in this study, showed that they are fit to the models of this study. They also bad a direct repercussion on customer satisfaction, and the customer satisfaction equally affected revisit and word-of-mouth intention. This results show that when the patterning and reliability, and employees' kindness and credibility based on the fresh image in the shop serve as the foundation, its customers also affect satisfaction-maximization, leading to the revisit of the satisfied customers and positive word-of-mouth.

• Journal of Korean society of Dental Hygiene
• /
• v.5 no.2
• /
• pp.247-261
• /
• 2005

The main objective of this study is to investigate the factors affecting patient satisfaction, repeat-use intention, and inducement intention for providing the suggestion for patient-oriented management of dental services organizations. For this study, the patient satisfaction model including 14 facets of satisfaction factors such as distance(time/location), human services(dentist-hygienist), treatment results, and facilities(convenient facilities/parking lot) was examined. Data were collected from 196 patients who visiting the same dental services organization more than two times of ten dental clinics at Kyeongsangnam-do area using self-administered questionnaire. Major results of the empirical analysis are as follows: First, patient satisfaction, repeat-use intention, and inducement intention were significantly correlated with gender, age, economic conditions among patients of dental clinics. Second, kindness of hygienist, treatment results, kindness of receptionist, waiting time, emergency medical services, and right-fee for services were found to have significant influence on dental services organizations. These research findings suggest that improvement of service quality in dental care and advancement in treatment ability of dentist and hygienist are very important to improve patient satisfaction and patient-oriented service system in dental services organizations.

• Journal of dental hygiene science
• /
• v.15 no.2
• /
• pp.106-112
• /
• 2015

This study was conducted to provide with baseline data with the purpose of increasing the values of medical services. Self-administered questionnaire survey was conducted on 236 patients at a dental clinic follow-up visit in dentist clinic Gyeongnam area from June 2013 to August 2013. All statistical analyses were performed using SPSS. The motivation visiting the dental clinic is that the first one is introduction from the family and friends, the second is accessibility, the third is conspicuity and the last one is awareness of the dentist. The main variables in the process of treatment are service system, kindness, satisfaction of service, efficient of re-call system. The relief of discomfort at revisit show the highest score in the process of implant treatment and intention of revisit hereafter do in the prostheses process. In the correlation between main variables, service system and relief of discomfort at revisit (r=0.440, p<0.001), kindness and satisfaction of medical service (r=0.675, p<0.001), revisit hereafter and satisfaction of service (r=0.387, p<0.001) and efficiency of re-call system and revisit showed the highest correlation. The influence on satisfaction of dental service show meaningful level in kindness (p<0.001) and efficiency of re-call system (p<0.05). The intention of revisit is affected meaningfully by relief of uncomfort (p<0.05), service system (p<0.05), kindness (p<0.01) and efficiency of re-call system (p<0.01). In summary, the personal network of patients is most important variable at intention for revisit of dental clinic. As satisfaction of kindness and efficiency of re-call system is higher, satisfaction of medical service and intention for revisit are shown higher. Therefore further research for improvement of satisfaction for medical service and of intention of revisit at the dental clinic should be carried out.

• Journal of the Korean Institute of Landscape Architecture
• /
• v.46 no.6
• /
• pp.41-48
• /
• 2018

The aim of this study is to provide foundational knowledge of how to enhance the user satisfaction of urban parks. The study seeks to identify essential factors that influence user satisfaction and to provide better design strategies for future park design as well as the reorganization of existing ones. To measure user satisfaction, this study used factor analysis to extract essential factors - facility conditions, landscape and scenery, safety, and kindness - by using data from a survey conducted by the city of Seoul in 2017. We then used a regression analysis to infer causal relationships between the independent variables and the dependent variables (user satisfaction). The results revealed that the most significantly and positively related variable to user satisfaction in urban parks was safety (${\beta}=0.276$, p<.000), followed by landscape and scenery (${\beta}=0.230$, p<.000), facility conditions (${\beta}=0.215$, p<.000), and kindness (${\beta}=0.208$, p<.000). The results indicate that, for future urban park designs, planners and designers should prioritize the issues of safety by adopting crime prevention through environmental design (CPTED). In addition, planners and designers of future park designs should heavily weigh the selection and provision of relevant facilities for the intended use as well as well-arranged and well-managed plants and trees. Based on the results of IPA analysis, the most urgent improvement elements appeared to be the factor of kindness; however, the impact of kindness influencing user satisfaction was less important than that of safety and landscape and scenery in the urban park design processes. This study demonstrates that to maximize the user satisfaction of the urban park design processes and to provide more valuable spaces for users, it is necessary to secure park safety and to create well-composed landscape and scenery. Future research should provide more detailed and specified urban park design strategies corresponding with the importance of the factors identified in this study.

• Journal of Society of Preventive Korean Medicine
• /
• v.4 no.2
• /
• pp.1-24
• /
• 2000

This study was conducted to examine utilization patterns and determinants of oriental medical services. Data were collected from 545 residents in Taegu city The results of this study are summarized as follows 1) 37.8% of subjects used oriental medical services in the past year. Especially, the female, the ages of 50 and 60 over, the single. low-educated. high-income class, white-collar class, medical insured tended to use more oriental medical services than another groups. 2) 46.7% of users of oriental medical services reported that number of visits in the past year was 2 - 5 times 37 1% of them was 1 times, and 4.5% over 10 times. 3) According to the reasons to choose the oriental medical facilities, most was 'on their own judgement'(48.8%) and 'by the advice of relatives and friends'(42.0%) Regarding to the objectives of using oriental medicine, 68.3% was 'treatment', 31.7% 'health counselling and promotion'. And among diseases of users, diseases of musculo-skeletal system was the highest(54.5%). 4) 57.9% of oriental medical services users had experience of utilizing western medicine on the same diseases. Among peoples with experiencing western medicine on the same diseases. 54.4% received oriental medical services 'in addition to western medicine', 45.6%'in place of western medicine 'And 41.2% of using both services reported that they had difficulty in deciding to choose the type of services -oriental medical services or western medicine-for their diseases. 37.3% of them answered that 'providing relevant information' was the most desirable measure to solve this problem, 27.3% 'establishment of effective referral system between oriental and western medical facilities '23.6% 'cooperative medical treatment systems in the same facilities', 11.8%'integration of oriental medicine into western medicine 5) According to the satisfaction level with each items of oriental medical services, the respondents had positive views on efficacy, kindness, and side-effects. They, however, had negative view on the cost of oriental medical services. 6) In regarding to the priority of improvement of oriental medical system,'expansion of insurance benefit package 'ranked first. 'expansion of insurance benefit Package 'ranked second, 'improvement of scientific methods and diagnostic technique 'third, and 'safety of herbal medicine' fourth in order. 7) The significant factors influencing the utilization of oriental medical services were kindness of oriental medical practitioners, efficacy , travel time, age To be brief, utilization rate of oriental medical services in urban area generally tends to be high. There, however, have been various barriers to limit oriental medical services, such as incomplete benefit package of oriental medical insurance and lack of coordination and referral system between oriental and western medical services, lack of scientific diagnostic procedures, high price etc . For the development of oriental medical services, Much attention to remove these limiting factors should be placed. In addition, kindness of oriental medical practitioners , which is expected to be more important factor in the consumer - focused health care environment than ever, should be kept high consistently. Since this study was conducted for specific residents of an urban city. further research including more sampling in different urban areas should be required to generalize the results of the study.

• Journal of Distribution Science
• /
• v.12 no.11
• /
• pp.101-111
• /
• 2014

Purpose - This study aims to verify the construct of the service quality suitable to the characteristics of the business center, to develop the scale that can measure the service quality objectively, compare the diverse business centers in Korea, and present desirable methods of business center management and operation. Research design, data, and methodology - In the first stage, literature research and focus group interviews with current users and actual business experts of business centers were conducted. In addition, 69 early stage scale items were derived. In the second stage, a Delphi survey was conducted on the experts of business and academic circles. The measurement items in the early stage were supplemented and revised. The content validity rate (CVR) of 69 measures was computed and then the experts' opinions were used. As a result, the business center service quality scale, made up of 9 organizing factors and 36 measurement items, was constructed. In the third stage, a survey was conducted on the occupants who were currently using the business center. It was to confirm if the developed business center service quality scale could be actually utilized. The data of 435 samples collected were used. To refine the scale items, the exploratory factor analysis (EFA) was conducted repeatedly. Results - The business center service quality scale, made up of 8 factors and 33 items, was developed again. The 8 factors are reliability, speed, kindness, specialty, responsibility, appearance, convenience, and public interest. The reliability coefficient (Cronbach's Alpha) of each factor is greater than .7. Thus, it was confirmed that there was reliability in the measurement items. Further, the model suitability was verified using the confirmatory factor analysis (CFA), and the convergent validity and the discriminant validity were verified. This proved the construct validity. Through this process, the Korea Business Center Service Quality Scale was developed. Based on factor analysis, the developed business center service quality (BCSQ) scale consists of 4 aspects, 8 factors, and 33 items, comprising the "process quality" aspect: reliability (3 items), speediness (4 items), kindness (3 items) factors, the outcome quality aspect: expertise (3 items), responsibility (5 items) factors, the environment quality aspect: appearance (5 items), convenience (3 items) factors, and the public interest aspect: public interest (7 items) factor. However, according to CFA, the BCSQ scale consists of a total of 4 aspects, 8 factors, and 33 items, comprising the "process quality" aspect: reliability (3 items), speediness (3 items), kindness (3 items) factors, the outcome quality aspect: expertise (2 items), responsibility (4 items) factors, the environment quality aspect: appearance (3 items), convenience (2 items) factors, and the public interest aspect: public interest (3 items) factor. Conclusions - The BCSQ scale could serve as a diagnostic tool that will allow business center managers to determine service areas that are weak and in need of attention, and to improve the service quality of the business center.

• Journal of Korean society of Dental Hygiene
• /
• v.11 no.3
• /
• pp.383-393
• /
• 2011

Objectives : This study has been undertaken for the purpose of finding out what influence is made by the dental care service provided to patients by the dental clinics to the level of patient satisfaction to provide the base data for developing and improving the dental care service of dental hygienist. Methods : The survey was undertaken for 500 patients visiting 18 dental clinics in City G and the questionnaire was undertaken for two weeks in May 2010, and 473 copies were analyzed with the exception of the questionnaires with many omissions in the response. Results : 1. Distribution of the level of satisfaction for patient had the dentist factor which was highest in the dentist factor for 4.43 at the age of 60s (p<0.05). and in sole proprietorship for 4.49 (p<0.01). treatment procedure factor which was highest in sole proprietorship for 4.16 (p<0.001). environment of dental clinic factor which was highest at the age of 60 years or older for 4.36 (p<0.05) and in sole proprietorship for 4.14 (p<0.01). 2. Evaluation on the quality of the dental care service of dental hygienist had the kindness of dental hygienists which was highest at the age of 60 years or older for 4.40(p<0.001), knowledge factor of dental hygienist which was highest for 4.34 at the age of 60 years or older (p<0.05) and highest 4.27 for visit dentists(p<0.001) and the patient management and other factor was highest at the age of 60s for 4.47 (p<0.05), and in sole proprietorship for 4.28 (p<0.05). 3. Factors influencing on the level of satisfaction for patient. The level of satisfaction for patient was higher for higher evaluation of the dentist quality (p<0.001), for feeling convenient in treatment procedure and use (p<0.01), for feeling kindness of the dental hygienist (p<0.01), and for higher evaluation in patient management and other management activities of the dental hygienist (p<0.001). Conclusions : In order to heighten the level of satisfaction for patient, it would be necessary to strengthen the kindness and patient management aspect on the patients of the dental hygienist, and it would require to heighten the quality of dentist as patients recognize and heighten the treatment procedure and service convenience of dental clinics.

• Journal of Digital Convergence
• /
• v.13 no.11
• /
• pp.217-230
• /
• 2015

This study investigated the differences in how medical institutions are chosen according to the motivation of medical service utilization(minor disease, major disease, chronic disease management, cosmetic). Importance order of selection for the minor disease were medical skill, kindness, rapidness, proximity, importance order of selection for major disease and cosmetic were medical skill, facilities, reputation, medical fee, importance order of selection for chronic disease management were medical skill, facilities, kindness, medical fee. From this medical study skill was a more important factor in medical institutions irrespective of motivation, subjects with the major disease tend to consider the selection of the medical institutions more important, except proximity. Medical users select medical institutions according to the motivation of visiting, and there were differences in same motivation according to socioeconomic status and information searching behavior.

• Journal of Digital Convergence
• /
• v.10 no.6
• /
• pp.321-329
• /
• 2012

The purpose of this study is to analyze the factors that satisfy health services of cancer patients in university hospitals. 420 cancer patients who had visited hospitals in the capital and regional area were selected for this study. The data was collected through questionnaire survey along with a face-to-face interview from March. 21 to March. 30, 2011. This major findings of this research are as follows. First, satisfaction of cancer patients regarding health services is determined by the quality, kindness and detailed explanation of medical team. Second, health services satisfaction of cancer patients is strongly related to good convenience facilities and up-to-date medical equipments. Third, satisfaction of cancer patients regarding health services was statistically proved to have no significant relation to easy accessibility of hospital. Therefore, it is very important for university hospitals to improve quality of medical staff such as ability, kindness and detailed explanation of doctor, offer good convenience facilities and the most advanced equipments. It is expected that the outcomes of this study will contribute to the satisfaction improvement for cancer patients in university hospitals.

• Journal of the Korea Society of Computer and Information
• /
• v.25 no.1
• /
• pp.159-165
• /
• 2020

In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.