• Management & Information Systems Review
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• v.30 no.3
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• pp.191-215
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• 2011

Retailing service companies need to manage customer's behavior participating in service production and delivery process, while trying to differentiate from competitors with customer services. They also need to know the level of customer participation to make good use of customer participation in retailing service delivery process. Therefore, this paper expects to show the level of customer participation in domestic primary retailing service types. In details, this paper empirically identifies how different the level of customer participation is in four retailing service types-family restaurant, hair service, hospital service, educational service. As results, activity effort, communication effort, and compliance effort variables of customer participation were significantly in different level. But, sympathy effort variable of customer participation was not identified on the level of difference in four retailing service types. Additionally, hospital service showed the highest level of customer participation in four retailing service types, then family restaurant, education service, and hair service were in order. Judging these results, this paper suggests that the level of customer participation according to retailing service types would be different empirically. Also, this paper provides the opportunities to make properly good use of customer participation suitable to individual retailing type.

• Journal of Korean Academy of Rural Health Nursing
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• v.3 no.1
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• pp.44-52
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• 2008

Purpose: This research was done to analyze factors influencing satisfaction level with welfare services by elderly people living in a mixed urban and rural area and to identify directions for improvement of service by examining characteristics of the recipients, type and content of services and the correlation between the level of satisfaction and related factors. Method: The 102 elderly people receiving services from 4 institutions in a mixed urban and rural area were selected. The results of the research include the following. Results: First general characteristics of the service-recipients, and the actual condition of the service; Second, correlation between satisfaction level of the recipients and their economic condition, health condition and activities of daily living; Third, analysis of level of satisfaction related to type of services, frequency, time required, desire of the recipients and their attitudes; Fourth, satisfaction and related factors were identified and used to identify possible problems and directions to improve service. Conclusion: The results suggest the following as ways to improve service and to increase the level of satisfaction 1) Individualization of services 2) Improvement in the way of selecting recipients 3) Reinforcement of special training courses for service providers.

• Journal of Korean Academy of Nursing
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• v.42 no.7
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• pp.928-935
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• 2012

Purpose: The current study was done to identify individual- and group-level factors associated with health care service utilization among Korean medical aid beneficiaries by applying multilevel modeling. Methods: Secondary data analysis was performed using data on health care service reimbursement and medical aid case management progress from 15,948 beneficiaries, and data from 229 regions were included in the analysis. Results: Results of multilevel analysis showed an estimated intraclass correlation coefficient (ICC) of 18.1%, indicating that the group level accounted for 18.1% of the total variance in health care service utilization, and that beneficiaries within the region are more likely to share common features with regard to health care service utilization. At the individual level, existence of disability and types of medical aid beneficiaries showed a significant association, while, at the group level, social deprivation index, and the number of beneficiaries and case managers within the region showed a significant association with health care service utilization. Conclusion: The significant influence of group level variables in health care service utilization found in this study indicate a need for group level approaches, such as policy change and/or promotion of community awareness.

• The KIPS Transactions:PartD
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• v.14D no.3 s.113
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• pp.319-328
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• 2007

As the coverage of Web services become wider and the number of implementation cases is growing, the importance of applying the Web services quality model to real world is increased. For maintaining the level of Web services qualify, it should be required to study on assurance method of Web services qualify level. Assurance for Web services, which is newly proposed by OASIS TC, means the totality of activities for managing the quality level of them. For managing Web service quality, Web service associates could usually use SLA(Service Level Agreement) method in which a service consumer contracts for some service level with a service provider and gives for penalty or pays incentives according to the result of evaluation of services. But, there are some difficulties in applying SLA to Web services, because Web services have publicity, multiple users, and 3rd party for management. So, we need a new assurance method for Web service by considering the characteristics of Web services. This paper provides the new concept of committed assurance level for Web services. This concept can be defined as the set of maximum level of quality expected by each user, which provide the consistent view of Web service quality. This paper presents the method for duality associates to preserve some quality level of Web service by using this concept.

• The Journal of the Korea Contents Association
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• v.8 no.9
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• pp.251-258
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• 2008

Many approaches exist for studying travel service quality, employee's satisfaction, and traveler' satisfaction. Although tour conductor play an important role in travel service, there is a lack of research on how to conceptualize and measure tour conductor's role, role stress and service delivery level. So this paper presents a conceptual framework and research approach for examining the role conflict, ambiguity, overload, and service delivery level of tour conductor in group package and the impacts of role stress on service delivery level. Results indicate that there are significant affection on service delivery level of TC among the role conflict, ambiguity, and overload. For the most part, the role conflict and ambiguity more impacted on responsibility and empathy with service encounter, the role overload affected on professional and tangibles. In conclusion, the studies reported here highlight the importance of individual effort as well as organizational police in reducing strain and improving service delivery level.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.65-77
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• 2006

This study try to find the service quality factors of internet-based lecture and in-class lecture on the university level. The service quality factors of internet-based lecture are information quality and system quality factors which affect education service value, and customer satisfaction. This affects the service performance. The service quality factors of in-class lecture are tangibility, reliability, responsibility, assurance and empathy factors also affect education service value and customer satisfaction. This leads to service performance. This result will be helpful to enhance the service quality of university level lectures.

• Journal of Distribution Science
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• v.15 no.5
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• pp.65-73
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• 2017

Purpose - The Service Level Agreement which has been used in the IT information communication industry to maintain the level of service supplied by a vendor has been adopted in the service industry surrounding the airliners and airports. Considering that service quality is dependent on attitude of employees who are responsible to provide service, it is very important to understand what kinds of effects SLA(service level agreement) has on the attitude when SLA is applied to the service industry. SLA is an agreement between management authority and service providing contractor to make sure that certain level of service quality should be provided. For employees whose responsibilities are providing the service, SLA has both positive effects and negative effects. Negative side is that employees have to follow many irrigating complicated rules. On the other hand, the attribute of rules is that once one is become accustomed to them one may feel comfortable doing repeated same kinds of works, which is positive side for the workers. Research design, data, and methodology - We analyzed whether the SLA has moderating effects while service providers' job environment of outsourcing companies affects job satisfaction. Especially in the service industry, job satisfaction has great effects on productivity and efficiency. Results - The study results show the following. First, SLA has moderating effects while task performance environment affects treatment satisfaction. Second, SLA has moderating effects while task motivation environment affects treatment satisfaction. Third, SLA has moderating effects while physical work environment satisfaction affects treatment satisfaction. Fourth, on the other hand, the difficulties caused by SLA have moderating effects while the relationship among employees affects job dissatisfaction, which is negative side of SLA. From these results, we can tell that SLA has more positive moderating effects on treatment satisfaction on the whole. which results can be used to justify applying SLA to the service industry. Conclusions - In this study we analyzed the effects of SLA which have become more important in service industry nowadays on service providing employees. For managing side, the positive effects of SLA have to be emphasized while the negative effects should be avoided or minimized.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.39-52
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• 2018

Purpose - This study investigates the effect of service quality of coffee shop on store attitude and store loyalty. It demonstrates that the individual's behavior identification level plays a moderating role when the service quality of coffee shop affects store attitude. Conceptually drawing on Brady & Cronin's three-dimensional model of service quality, this study examines the effect of service quality of coffee specialty store on customer's attitudes and loyalty. Also, according to construal level theory, it examines the individual's propensity difference whether the individual's behavior identification level on service quality and store attitude has a moderating effect Research design, data, and methodology - This study used Brady & Cronin's three-dimensional service quality model, and 183 valid cases collected through the questionnaire survey were used for data analyses. For hypothesis testing, regression analysis, multiple regression analysis, and covariance analysis were conducted. Result- As a result of this study, first, it is confirmed that service quality has a positive effect on store attitude toward coffee shop. Second, the difference of an individual's construal level did not have a moderating effect on the influential relationship of service quality on the store attitude of coffee shop. This is because the influence of the service quality is greater than the difference between groups at the construal level. Therefore, there was no moderating influence according to construal level. Third, the store attitude of coffee specialty store has a positive effect on store loyalty. Conclusions - It is confirmed that there is a difference in the effect of service quality and store attitude on general and college students. This suggests that it can be used to establish marketing strategies by segment. And, the college students were found to be more influenced by physical environment quality factor among three dimensions of service quality. Therefore, it is necessary to further improve efforts to raise the level of service quality perception through physical environmental factors such as clean and pleasant environment including the interior of a coffee shop, and internal table arrangement. The empirical study on the moderating effects of customer's tendency of difference is meaningful in the absence of empirical studies.

• International Journal of Quality Innovation
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• v.10 no.2
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• pp.97-108
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• 2009

This paper is to develop a quality measure to evaluate the quality level of child care service in the regional level. By utilizing the biannual intensive child care statistical reports, ten variables are integrated and summarized as a quality measure for child care service in regional level by employing Principal Component Analysis (PCA). Conclusively, it is possible to get a comprehensive measure and the measure obtained from data between 2003 and 2008 illustrates the difference in child care service quality among regions over years. With the measure developed by this research, each region can also get very good insight into what kinds of factors of child care service should be paid more attention to in order to improve the quality of its child care service. Moreover, the measure obtained in this paper is proven reliable and robust in that it reflects the quality of child care service in each region and gives us statistically uniform quality scores with a different data set.

• Journal of information and communication convergence engineering
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• v.7 no.2
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• pp.92-97
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• 2009

Lately, influence of information rises and interest about satisfaction estimation of information providing service is risin. According to rapid change in information environment, information-providing service is being changed in various form, in which center development is made in relation to the effort for customer satisfaction intended to enhance user's satisfaction level through providing more convenient and higher service centered on information service user rather than information service provider. Organizations providing information service is also changing their service from traditional one centered on service provider to that for user's satisfaction and service quality, and evaluation of information service quality and measurement of user's satisfaction as the result of using information service are regarded important. In this respect, it is needed to measure user's satisfaction level for environmental factors of information service and analyze what kind of influence they have to enhance user's satisfaction level of information service. Also function and efficiency of information offer service are important. Therefore, interest for satisfaction survey to heighten contents satisfaction of information-providing service, service satisfaction, satisfaction of user of system satisfaction is increased. In this paper, we propose a model of the user satisfaction index for information-providing services and present the user satisfaction index is measured to the model. Also we this study suggest qualitative improvements of information-providing service required for change to user-centric information-providing service through measuring user satisfaction index of ITFIND system and schemes to improve information quality