• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.413-420
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• 2021

The study aims to measures the service quality of Islamic banking in Malaysia from non-Malaysian customers' perspective based on the six different dimensions of the SERVQUAL model, namely, Shariah, assurance, reliability, tangibles, empathy and responsiveness. This study surveyed 100 non-Malaysian respondents from 25 different countries who have first-hand experience with Islamic banking services in Malaysia. The collected data were analysed by using the SPSS v23 for reliability analysis and descriptive statistics. The results indicates that customers' impressions of Islamic banks' service quality in Malaysia did not meet their standards. The independent variables, namely, compliance, assurance, reliability and empathy have positively affected customer satisfaction, while two dimensions, namely, tangibility and responsiveness does not significantly influence non-Malaysian customer satisfaction in the Islamic banking system in Malaysia. The findings of the study suggested that the Islamic banks should develop and obey the customer perception's policy by following customers' expectations and the results are also expected to include recommendations for improving the level of satisfaction of the Islamic banking system's foreign clients in Malaysia. Since this study was limited to Islamic banks in Malaysia, the findings may not be applicable to other traditional banks.

• 유통과학연구
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• 제20권8호
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• pp.69-79
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• 2022

Purpose: In the context of the emergence of industry 4.0, using mobile phones as a modern distribution channel to execute financial services is a significant solution for commercial banks' retail services and a gateway to promote financial inclusion and market development. Despite that service quality and customer satisfaction are two diverse notions and closely related to each other in the service sector, there is hardly a research which empirically examines the impacts of each dimensions of mobile banking service quality and customer satisfaction. Research design, data and methodology: This study first employs in-depth interview to explore various aspects of mobile banking service quality dimensions, including empathy, responsiveness, tangibility, assurance, and reliability that serves to develop measurement scales and hypothesis development. A quantitative survey is followed to collect data from 265 Vietnamese bank customers to empirically test the conceptual model. Resutls: Our findings indicate that more human-related factors including empathy, assurance, and responsiveness show the strongest impacts on customer satisfaction with mobile banking service while tangibility and reliability, as technical aspects, are less influential factors. Conclusions: Finally, some crucial implications are drawn for the banks to manage consumer behavior in mobile banking.

• 디지털융복합연구
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• 제16권3호
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• pp.451-456
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• 2018

본 연구는 4차 산업혁명 시대의 공감능력 배양을 위한 국내 대학의 융합 디자인 교육과정의 나아가야 할 방향을 제안하는 데 그 목적이 있다. 연구방법은 문헌 연구를 통해 초연결 시대에 공감능력이 중요하게 된 배경 및 디자인 재정립에 관한 이론적 배경을 고찰하였고, 국내 외 대학 융합 디자인 교육 과정의 현황에 관한 사례 분석 연구를 진행하였다. 이를 통해 학부와 대학원 과정이 연계된 초학제적 융합 디자인 교육 과정을 제안하며, 이는 기본적으로 공감을 기반으로 한 디자인과정이 주도적으로 타 학문 간 연결의 핵심으로 작용하는 교육 과정이다. 디자인사고와 과정의 본질적 측면을 바탕으로 공감능력을 향상시키는 융합교육과정은 급변하는 환경에서 대체될 수 없는 경쟁력 향상에 기여할 것이라 고려된다. 앞으로 국내 대학 융합 디자인 교육의 활성화 참고자료로 사용될 것을 기대하며 후속 연구에 도움이 되길 기대한다.

• 경영과정보연구
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• 제33권5호
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• pp.131-153
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• 2014

본 연구는 사회적기업의 사회공헌 활동에 대한 소비자의 공감에 영향을 미치는 요인을 사회적기업에 대한 기업 측면과 제품 측면으로 접근해보았다. 기업측면의 경우 소비자의 친숙성과 진정성 지각에 어떤 영향을 미치는지 확인해 보았다. 연구결과 사회공헌활동 공성성은 친숙성과 진정성에 모두 정의 영향을 미치는 것으로 나타났다(가설 1, 가설 2). 사회공헌활동 호혜성의 경우 친숙성에 정의 영향을 미치는 것(가설 3)으로 나타났으나 진정성에는 통계적으로 유의하지 않은 것으로 나타났다(가설 4). 제품측면에 대한 친숙성과 진정성과의 관계를 살펴보면, 매력성과 친숙성(가설 5), 독특성과 진정성(가설 8)이 정의 영향을 미치는 것으로 나타났다. 반면에 매력성과 진정성(가설 6), 독특성과 친숙성(가설7)은 통계적으로 유의하지 않은 것으로 나타났다. 마지막으로 친숙성과 진정성 그리고 공감과의 관계를 살펴보면 다음과 같다. 먼저 친숙성의 경우 진정성(가설 9)에 정의 영향을 미치는 것을 알 수 있었으며, 소비자 공감(가설 10)의 경우 통계적으로 유의하지 않은 것으로 나타났다. 그리고 진정성의 경우 소비자 공감(가설 11)에 정의 영향을 미치고 있는 것으로 나타났다. 사회적기업에 대한 제품 및 서비스에 대해 소비자구매를 촉진하고 공감을 높여 지속적이고 안정적으로 관계를 이어갈 수 있는 통합적 방안을 제시하는 것이 무엇보다 중요하다고 본다. 본 연구는 사회적기업의 사회공헌활동의 역할을 통한 소비자의 공감을 끌어낼 수 있는 사회적기업의 마케팅 전략에 대한 실무적 시사점을 제공한다.

• 아동학회지
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• 제21권3호
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• pp.5-23
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• 2000

This study of the characteristics and the relationships of children's emotional intelligence (EQ) and self-esteem had a sample of 1060 5th grade children. The rank order of four EQ factors from highest to lowest was "perception of emotion", "other-regulation and self-expression", "self-regulation and emotion utilization", and "empathy". Among self-esteem factors, "general self-worth" had the highest correlation with overall self-esteem; "physical appearance" was most strongly correlated with "general self-worth". Relationships between EQ and self-esteem showed that higher EQ was associated with higher self-esteem. Among EQ factors, "other-regulation and self-expression" was the strongest predictor of "behavioral conduct." The next strongest predictor of self-esteem among EQ factors was "self-regulation and utilization of emotion". Other self-esteem factors well predicted by EQ were "general self-worth", and "scholastic competence".

• Journal of Information Technology Applications and Management
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• 제21권1호
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• pp.35-51
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• 2014

The popularity of Social Network Service (SNS) providing web sites has increased continuously by using a variety of mobile devices. The study results show that security of SNS, efficiency of SNS, safety, empathy of SNS quality, easy of use of SNS, assurance of SNS, service variety of SNS are having positive impact to some degree on the user satisfaction. Further, the user satisfaction of SNS users have a positive impact on the continuance usage intention of SNS users. This results show that various SNS qualities are necessary to actively explore and obtain further information that users intend to find, while they are insufficient in function to provide the information other users require or exchange information with other users through the SNS.

• 공연문화연구
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• 제39호
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• pp.609-635
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• 2019

이 글은 제3회 청공축제 경연에 참여한 공식참가작 5편을 분석하여 청소년 관객의 공감 양상을 분석하였다. 이런 분석에 사용한 준거는 공식참가작의 '등장인물과 연기' 그리고 '배경과 주제'였다. 첫째 등장인물은 대체로 청소년인 학생과 학교 밖 청소년이 주인공이었지만, 이와 달리 청소년과 성인의 관계에 초점을 두거나 청년에 주목한 공연도 있었는데, 청소년 관객들은 청소년이 주인공인 공연을 더 좋아했다. 그리고 연기는 신파극보다는 정극을, 정극보다는 뮤지컬을 더 선호했다. 또한 공연에서 다룬 사건의 배경은 청소년 관객과 가까우면 가까울수록 청소년 관객이 공연에 공감하는 정도가 높았고, 주제 또한 청소년들의 관심사와 가까우면 가까울수록 긍정적인 평가를 받았다. 합평회에서 발표된 청소년 평가단의 의견을 종합해 보면, 첫째 관객 참여형 신파극장, '미스터리 엑스'에 관해서는 청소년의 범위를 20대 청년으로 확장하고, 부정적이며 무거운 현실을 재미있고 유익하게 보여준 공연으로 평가했다. 둘째 공감도 높은 반편견 청소년극, '거북이'에 관해서는 나와 다른 청소년의 모습에 대한 편견을 '가방'이라는 상징을 통해 설득력 있게 형상화하였다고 평가했다. 셋째 70년대 시간여행 복고풍의 청소년극, '콩나물 버스'에 관해서는 잘 만들어진 복고주의 청소년극이라고 평가했다. 넷째 관계의 미학을 절제와 상징으로 보여준, '개기월식'에 관해서는 천체들의 관계처럼 인간관계도 서로 비춰주고, 바라보는 것이란 메시지를 잔잔하게 보여 준 화면 구성이 뛰어난 청소년극이라고 평가했다. 다섯째 뮤지컬로 재탄생한, 'B사감과 러브레터'에 관해서는 100년 전 발표된 현진건의 소설을 뮤지컬로 적절하게 각색하였다고 평가했다. 마지막으로 합평회에서 나온 청소년 평가단이 바라는 공연의 특징은 크게 '공감성'과 '교육성'이 높은 공연이었다. 즉, 단순한 볼거리보다는 청소년의 정서와 생각에 공감할 수 있는 공연을 선호했고, 다른 한편 공감을 넘어서서 자기 세계를 벗어나 세상을 넓게 바라볼 수 있는 공연, 편견을 깨는 청소년극을 보고 싶어 했다. 이 연구에서 분석한 청소년극에 관한 청소년 관객의 평가를 참고하여 청소년극을 만든다면 관객들이 더 많이 공감하는 공연을 만들 수 있을 것으로 보인다.

• 한국정보시스템학회지:정보시스템연구
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• 제16권1호
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• pp.159-178
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• 2007

As generalization of using PC and the Internet information technology (IT) users in organizations are not passive clients but active producers of information services. One of the reasons for the change of users' role is social interactions with other users and IT department staffs. That is, users can find and develop new functions and usefulness of IT, especially, Web-based ones through communication with other users or IT department staffs. The objective of this study is to investigate the relationship between IT department service quality and social interactions with other users. For this purpose, we suggest a research model based on adaptive structuration theory (AST), which is to explain the changes in social structure (rules and resources) of IT by social interactions, as well as service quality theory. Our model's exogenous variable is service quality which is a second-order factor consisting of reliability, responsiveness, assurance, and empathy. As endogenous variables, we adopt two variables for appropriateness of using IT, faithfulness of appropriation and consensus on appropriation. Finally, dependent variables of ow model are usefulness and ease of use which can be considered as attitude on IT as well as other variables for appropriateness. For empirical test our model is applied to users of groupware and ERP in organizations and analyzed by partial least square. In result, all hypotheses suggested in our model are supported statistically.

• 비교문화연구
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• 제38권
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• pp.29-63
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• 2015

This paper attempts to re-read Tennessee William's A Streetcar Named Desire from a non-Aristotelian perspective, particularly focusing on the audience performativity. In Chapter 6 of the Poetics, Aristotle says that tragedy has a final purpose or end (telos) and that is to inspire a catharsis (literally "purification") of pity and fear by means of representation and to give pleasure from experiencing their relief. However, a dramatic theoretician Augusto Boal argues that Aristotelian catharsis is not to get rid of pity and fear through their vehement discharge; rather, the basic function of catharsis is the purging of antisocial elements from the social body and the restoration of order because catharsis occurs when the spectator, terrified by the spectacle of the catastrophe, is purified of his "hamartia" which looks similar to the tragic flaw of the hero in the play. Thus, Boal asserts that Aristotle's coercive system of tragedy manipulates the emotions of the passive spectator. By contrast, in non-Aristotelian aesthetics, tragedy functions not as legitimation for a particular political configuration but as the performance of ethical acts-through which all the participants, including not only the actors but also the audience, communicate more actively about practical problems and actively work in order to make sense of themselves, others, and society. Here, the audience is required to restore and reinforce his/her capacity to think and to act; thus, an unquestioning, passive, indifferent attitude is not allowed. In these contexts, this paper explores how Tennessee William's A Streetcar Named Desire involves the audience in the responsibility for what occurs on the stage, in order to urge the audience's ethical judgements and responsible acts. This paper argues that what this play asks of us is not catharsis, the purging of pity and fear, but empathy toward the other's pain, beyond pity and fear, to carry out our responsibility of sharing in and caring for the other's suffering. That is to say that it will be an ethical way to "re-member" Blanche DuBoi-the iconic Williams victim "dis-membered" by traumatic memories and open wounds and is thus unable to complete her grieving and mourning-as one of us, not as the other. It will be the only way to remember right regarding her tragedy.

• 유통과학연구
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• 제13권11호
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• pp.79-92
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• 2015

Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.