• Asia pacific journal of information systems
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• 제33권3호
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• 유통과학연구
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• 제15권5호
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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.

• 산업경영시스템학회지
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• 제40권1호
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• pp.22-34
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• 2017

The purpose of this study is to investigate the influence of determinants of Smartphone purchasing such as A/S, brand, H/W, switching cost, design on customer satisfaction and verify the accordance of the results of existing researches and our research with customers' actual experience. The study also sought to confirm if moderating effects exist between determinants of Smartphone purchasing and customer satisfaction by age, gender. Data for this study was gathered by analyzing the results of a survey we conducted on 252 respondents. By taking into account the results of antecedent researches, we determined A/S, brand, H/W, switching cost, design as the 5 main factors that influence Smartphone purchasing behavior. We focused on analyzing the effect determinants of Smartphone purchasing has on consumer satisfaction and whether there exist any moderating effects between the determinants of Smartphone purchasing and consumer satisfaction by age and gender. As a result, we found out that design, brand, H/W had a significant influence on consumer satisfaction in the descending order. Switching cost and A/S turned out to have very little influence on consumer satisfaction. Also as a result of analyzing the moderating effects between determinants of Smartphone purchasing and consumer satisfaction by age and gender, the study verified that that A/S had the most significant influence as a moderating effect on age. And as for gender, switching cost was turned out to have a significant influence. The result of this study indicates several academic and practical implications for customer satisfaction of Smartphone business. Therefore, this result is expected to contribute to verifying influential factors of customer satisfaction improvement both academically and practically.

• 아동학회지
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• 제33권4호
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• pp.35-50
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• 2012

This study explored the moderating effects of self control and social support in terms of the relationship between stress and problem behaviors of children of divorced single parent families according to gender. A questionnaire was administered to elementary school-aged children (grades 3-6). 266 children from divorced single parent families were surveyed. The major findings were as follows : first, self control had a moderating role to play in the relationship between stress and problem behaviors for girls. Second, social support also had a moderating effect in the relationship between stress and problem behaviors for boys. Third, the variables having a moderating effect in the relationship between stress and problem behaviors of children also differed according to gender. Therefore differences in gender should be considered when seeking moderating the relationship between stress and problem behaviors of children.

• 한국조리학회지
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• 제18권2호
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• pp.64-81
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• 2012

본 연구는 특급호텔 종사원이 인지하는 상사의 변혁적 리더십 스타일에 따라 조직몰입 및 직무만족에 미치는 영향을 파악하고자 하였으며, 이러한 인과관계에서 근속연수와 성별에 따른 조절효과를 검증하고자 하였다. 실증연구를 위해 확보된 301개의 표본을 바탕으로 연구모형의 신뢰성, 적합성 등을 검토하였고, 구조방정식 모형을 사용하여 총 5개의 가설을 검증하였다. 연구결과 변혁적 리더십의 하위 차원 중 카리스마와 동기부여가 조직몰입에 유의한 영향을 주는 것으로 조사되었고, 조직몰입은 직무만족에 유의한 영향을 주는 것으로 조사되었다. 이를 통해 종사원들이 인지하는 상사의 변혁적 리더십 중 카리스마와 동기부여는 종사원들로 하여금 조직몰입에 긍정적인 태도를 형성하게 된다는 것을 확인할 수 있었다. 한편 변혁적 리더십이 조직몰입 및 직무만족에 미치는 영향에 있어서 근속연수와 성별에 따른 조절효과를 분석한 결과, 근속연수에 따른 조절효과는 존재하는 것으로 나타났고, 성별의 조절효과는 없는 것으로 조사되었다.

• 간호행정학회지
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• 제20권5호
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• pp.525-534
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• 2014

Purpose: The purpose of this study was to identify moderating and mediating effects of social support in the relationship between work-family conflict, job satisfaction and turnover intention among married women nurses. Methods: The sample for this study consisted of 225 married female nurses from two hospitals located in Seoul. Data were collected through structured questionnaires and analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficients and hierarchical multiple regression with the SPSS 21.0 program. Results: (a) Social support of married female nurses had significant moderating and mediating effects between work-family conflict and job satisfaction. (b) Social support of married female nurses had significant moderating and mediating effects between work-family conflict and turnover intention. Conclusion: The results of the study indicate that social support is an important factor in work-family conflict, job satisfaction and turnover intention among married female nurses. Supervisor support is important to married nurses as social support as it is controlled by the organization. Therefore, supportive relationships based on mutual respect between supervisors and nurses are necessary for a creative organizational atmosphere and system.

• 한국조리학회지
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• 제14권2호
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• pp.205-214
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• 2008

The purpose of this study was to measure the moderating effect of belief homogeneity on the relation-ships among attitudinal ambivalence, behavior intention and consumption behavior. The questionnaire, which consisted of items to measure the constructs of belief homogeneity, attitudinal ambivalence, behavior intention and consumption behavior, were completed by 338 subjects in Jeonnam area. Moderated regression analysis was used to measure the moderating effect of belief homogeneity. To test validity and reliability of constructs, factor analysis and Cronbach's $\alpha$ were used in this study. Results of the study demonstrated that the moderated regression analysis result for the data also indicated a better model fit in Model 2 than Model 1. In the Model 1, the main effects of behavior intention and attitudinal ambivalence on consumption behavior were statistically significant. In the Model 2, the main effects of behavior intention, belief homogeneity and attitudinal ambivalence on consumption behavior were statistically significant. The interactional effects of belief homogeneity$\times$attitudinal ambivalence on consumption behavior were statistically significant. Moreover, the effects of attitudinal ambivalence on consumption behavior were statistically significant at all levels of belief homogeneity, except for when homogeneity was high.

• 한국간호교육학회지
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• 제17권2호
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• pp.159-167
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• 2011

Purpose: The purpose of this study was to investigate moderating effects of self-esteem and self-efficacy in relationship between professional self-concept and satisfaction in their major among nursing students. Methods: Data was collected from 223 nursing students by means of a questionnaire. Data was analyzed with descriptive statistics, Pearson correlation coefficient and hierarchical multiple regression using the SPSS 12.0 program. Results: There was a significantly positive relationship between professional self-concept, self-esteem, self-efficacy, and satisfaction in their major. Self-esteem and self-efficacy showed moderating effects in professional self-concept and satisfaction in their major. Conclusion: This finding suggests the importance of moderating effects of self-esteem and self-efficacy to increase nursing student's professional self-concept and satisfaction in their major. Therefore, strategies should be developed in order to promote self-esteem, self-efficacy, and professional socialization for satisfaction in the nursing major.

• 농촌지도와개발
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• 제27권1호
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• pp.17-31
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• 2020

The study aims to identify the moderating effects of involvement on satisfaction, recommendation, and revisit intention in insect exhibition. Tourism motivation and involvement are crucial factors influencing visitors satisfaction. Particularly, the study aim to examine the moderating effects on tourism involvement between tourism motivation and visitors' satisfaction. Data were collected from 346 usable questionnaires among visitors of the pet insect competition. Results of a factor analysis yielded three dimensions of tourism motivation which are insect experience/learning, recreation/escape, and social and friendship. Hierarchical regression analysis indicates that insect experience/learning motivation and recreation/escape motivation influence visitors' satisfaction, Results also show that visitors' involvement has moderating effects on satisfaction. It was suggested that visitors' motivation and involvement be considered in insect exhibition and events.

• 근관절건강학회지
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• 제26권2호
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• pp.63-71
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• 2019

Purpose: This descriptive study investigated the mediating and moderating effects of fear of fall on the relationships between health belief on fall, fall-related knowledge and fall prevention behaviors among older adults Methods: We enrolled 229 older adults residing in a senior citizen hall and community welfare center, and investigated their health belief on fall, fall-related knowledge, fall prevention behavior, and fear of fall. Descriptive statistics, ANOVA and t-test were used to analyze differences in variables. Pearson correlation and multiple regression were used to investigate mediating and moderating effects of the fear of fall on the relationships between health belief on fall, fall-related knowledge, and fall prevention behaviors. Results: The fear of fall significantly mediated the health belief on fall and fall prevention behaviors, but there was no significant mediation between knowledge of fall and fall prevention behaviors. The fear of fall did not have a moderating effect on the relationships between health belief on fall, knowledge of fall, and fall prevention behaviors. Conclusion: It is important to investigate and implement health belief on fall and fear of fall among older adults to improve their fall prevention behaviors.