• The Journal of Society for e-Business Studies
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• v.4 no.3
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• pp.77-94
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• 1999

The Electronic Commerce is expected as one of the most prospective industries in the 21th century, This research performed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall, Service quality measures five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.

• Journal of Community Nutrition
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• v.8 no.3
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• pp.153-159
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• 2006

The current exploratory study investigates and compares the perceptions of the service quality of in-flight meals through the evaluation of recent consumers (within 2 weeks) of services provided by Korean and foreign-based airlines. Twenty (20) items for measuring service quality were categorized into three factor dimensions of 'food quality', 'employee service', and 'professionalism'. Among these, 'employee service' was rated highest by Korean and foreign-based airlines. When items representing each service quality dimension were analyzed and compared, only the 'food quality' dimension of Korean-based airlines was perceived higher than that of other foreign-based airlines. Findings also revealed a spectrum with some items with higher or lower mean values within each service quality dimension. Results of this study can expectedly be used to benefit both from a theoretical and practical point of view by providing empirical data that measure the service quality of in-flight meal service.

• Journal of the Korean Society for Railway
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• v.9 no.1 s.32
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• pp.81-88
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• 2006

The purpose of this study is to verify the dimensions of service quality of Korea Train Express(KTX) and to compare the service quality of KTX with that of general train. The researcher consisted of initial 32 items representing eight-dimension and analyzed the final quality dimensions of KTX. The collected data of passenger of 226 was analyzed by statistical procedures such as the iterative sequence of computing Cronbach's a, corrected item-to total correlations, and factor analyses. Through the repeated statistical process to puritY the items, a final set of 26 items representing six district dimensions; tangibles, timely responsiveness, empathy, comfort, information access and safety. The Results of independent samples t-test showed that the mean scores of all the service quality dimensions of KTX except for comfort were higher than those of general train. This finding will provide the more appropriate instrument to measure the KTX service quality as well as to improve the passengers' perception of the service quality.

• Journal of Korean Society for Quality Management
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• v.34 no.2
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• pp.77-97
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• 2006

Internal marketing has been suggested as the approach for service organizations to be service-and customer-oriented; and the issues of internal service quality has been one of topics widely discussed in the internal marketing literature. While previous studies have attempted to develop the instrument assessing the internal service quality, ISQB(internal service Quality battery) developed by Kang et al.(2002), compared to other instruments have received some attention given its rigorous approach to measure the internal service quality. However, it has been noted that the validity of ISQB does not appear to be thoroughly examined while the reliability of the instrument seems to be secured. The current study attempts to readdress the psychometric properties of ISQB through the replication of the instrument. The empirical testing including confirmatory factor analysis and correlational analyses show that the instrument is reliable and valid in terms of its discriminant and nomological validity.

• Journal of the Korea Safety Management & Science
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• v.19 no.4
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• pp.221-230
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• 2017

Recently, service quality must reflect several demands of customers who show rapid and various changes so as to be compared with the past. So, objective and rapid methods for them are necessary more. For them, first of all, service company must calculate their standard of service quality accurately by measuring service quality exactly. To measure service quality accurately, this researcher collected and analyzed data by survey for customers who are customers of logistics services, grasped potential satisfaction standard(P) by 5 point Likert scale and one survey for accurate classification of quality attributes through weighted customer satisfaction coefficient changing quality attributes by developing the study on Kano model and Timko's customer satisfaction coefficient, and suggested Potential Customer Satisfaction Improvement index(PCSI) for examining the improvement of customer satisfaction so as to utilize them as an index of differentiated and concrete measurement of service quality.

• Journal of Korean Society for Quality Management
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• v.36 no.3
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• pp.55-65
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• 2008

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

• 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 Korea Safety Management & Science
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• v.3 no.1
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• pp.67-79
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• 2001

This study is based on Parasuraman, Zeithaml 8l Berry［19］`s SERVQUAL measure that develop for estimation of service quality, so this study proposes the present condition of customer service and improvement method on internet search engine. This study also develops a questionnaire for analyzing customer satisfaction considering the present condition of internet service. We're going to analyze the customer service quality that classified by search engines, service quality with university students who use usually internet.

• Journal of Information Technology Applications and Management
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• v.11 no.4
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• Nutritional Sciences
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• v.8 no.2
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• pp.140-147
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• 2005

In order to promote foodservice for older adults, foodservice directors in Continuing Care Retirement Communities (CCRCs) must identify the dimensions used by residents to evaluate the service quality of dining service. A multidimensional measure of perceived service quality was developed based on residents' responses about their experiences with dining service. A survey was administered to residents in two CCRCs. Based on the results of principal component analysis, this study identified four dimensions: food quality, dining room employee's attitude and service skills, dining room employee's safety and cleanliness, and systemization of service delivery process. A new dimension that reflects residents' concern for the dining mom employees' safety and cleanliness also emerged. 1bis study points to areas of improvement for food quality and dining room employee's safety and cleanliness.