• The Journal of Fisheries Business Administration
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• v.40 no.2
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• pp.1-25
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• 2009

The major part of non-commercial food service is food service for school which has no any objective quality standards. Each school has different standard when they buy seafood for SFS(School Food Service). The research purpose is whether or not the extrinsic cues of the seafood such as price, the source origin, company image, safety standards, etc or the intrinsic cues such as fishy smell, the hardiness of fish meat, others have any effect on the seafood evaluation when school nutritionist purchase it, for more objective basis. The research method is distributing questionnaire survey through e-mail or directly visiting the schools from October 30 to November 9, 2007. The questionnaire was distributed to 70 nutritionists of food service for elementary school in Busan. Total 50 questionnaires are used as data in the statistical analysis using SPSS package software. The research results are; First, there is interaction effect between the extrinsic and intrinsic cues of seafood for SFS. That is when the school nutritionist valued on intrinsic cues of seafood such as a fishy smell, the hardiness of fish meat and etc influence on the extrinsic cues such as price, source origin, reliable circulation process, HACCP application, etc. Second, the extrinsic cues of the seafood give no effect on perceived quality. Since seafood for SFS are heavy buying, prearrangement contract and most of them using pre-treated frozen aquatics. Third, the intrinsic cues of the seafood give no effect on perceived quality. The extrinsic cues consist of 5 parts namely "opening about quality", "source origin", "company image", "safety/standards" and "price/package". However, "safety/standard" was the only affecting factor to perceive quality. The reason is that in fact they have no standards or any document proving the quality of the seafood unless safety standards factor. Last, the perceived quality is an important factor for perceived value and purchase intention. It is showed that there is a path to form a willing to buy through the perceived value after school nutritionist recognizes the perceived quality.

• Journal of Service Research and Studies
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• v.13 no.3
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• pp.20-38
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• 2023

Recently, car sharing has shown the most remarkable growth among sharing economy services. In the process of analyzing the intention to reuse the car sharing service, this study tried to reflect the unique characteristics of the service, which consists of non-face-to-face self-service, such as reservation, approval, handover, inspection, and return of the vehicle. Specifically, in addition to the perceived benefits and the perceived risks, we considered 'information quality' as a platform characteristic and 'self-efficacy' as a personal characteristic. To collect data, an online survey was conducted on adults with experience in car sharing, and a total of 320 responses were used for analysis. As a result of analyzing the structural equation model, it was found that information quality and self-efficacy increased the perceived benefits of services, and the higher the information quality, the higher the self-efficacy. On the other hand, the role of information quality and self-efficacy in lowering perceived risks was insignificant, and the intention to reuse services was more affected by perceived benefits than perceived risks. As a result of further analysis using Process Macro, it was found that the effect of self-efficacy on reuse intention was mediated by perceived benefits. It was analyzed that the indirect effects of information quality on reuse intention through perceived benefits or self-efficacy were all significant. These results suggest that providing timely, sufficient, and easy-to-understand information required by users on the platform improves self-efficacy and increases service reuse intention. In order to increase the number of service users, it is important for service providers not only to provide promotional activities such as offering attractive prices, but also to provide high-quality information so that users can use it more easily.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.14-19
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• 2006

This study examined the effect of waiting in a service queue on the evaluation of service quality focused on its overall process, mediators and moderators The conceptual model of this paper integrates key variables derived from previous studies of consumer waiting behavior. Data obtained from actual customers in service queue at a hospital was used to test the theoretical framework. First, results from the path analysis confirm that negative affect and acceptability of the wait function as mediators in the process that the perceived duration of the wait affects customer's evaluation of overall service quality. Second, the analysis of the data, with the use of moderate regression shows that disconfirmation of wait time expectations, transaction importance, stability of wait time and wait environment work as moderate variables for the relationship between perceived duration of wait and negative affect. For the relationship between perceived wait time and acceptability of the wait, on the other hand, only transaction import ante shows a significant effect as a moderator.

• Information Systems Review
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• v.15 no.2
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• pp.91-110
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• 2013

Due to the intense competition and low switching cost, to find out which factors will significantly impact on user's continuance intention is very important for mobile instant messaging (IM) practitioners. In this study, we adopted network externalities and perceived service quality as independent variables based on the definition of mobile IM service. Network externalities also include direct externalities (referent network size) and indirect externalities (perceived complementarity). The result of this study shows that referent network size has a critical influence on perceived usefulness and perceived complementarity has a critical influence on perceived enjoyment; perceived service quality, as we expected, has significantly impact on not only customer's satisfaction but also perceived usefulness and perceived enjoyment. Meanwhile, both perceived usefulness and perceived enjoyment have directly critical influences on customer's continuance intention.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1349-1359
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• 2021

The electronic money market in Indonesia continues to experience an increase in the number of users and volume of transactions. However, the electronic money market, especially server-based, in Indonesia is becoming concentrated into a few issuers. Electronic money issuers compete in price and promotion wars to gain new customers and maintain their existing ones. This paper presents an analysis of the orientation and factors that influence the loyalty in electronic money products. The research model variables in this study are adopted from the E-Service Quality and Marketing Mix categories. These variables are hypothesized to affect the perceived value and then customer loyalty. The research population consists of all Indonesians who use server-based electronic money, with a sample of 400 individuals. The results show that, in the E-Service Quality group, reliability, responsiveness, and security significantly affect perceived value, while the perceived price and perceived promotional benefits significantly affect perceived value in the Marketing Mix group. The perceived price has the highest effect on the perceived value and customer loyalty, while the perceived value has a significant effect on customer loyalty. Finally, it was found that the customer is more sensitive to the price than quality in using electronic money.

• Culinary science and hospitality research
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• v.23 no.1
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• pp.84-94
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• 2017

The purpose of this study is to empirically test a proposed relationship among perceived restaurant quality, type of restaurant, satisfaction, and return patronage intentions with a focus on solo diners. More specifically, the objectives of this study are to assess the effects of three perceived qualities (i.e., food, service, and physical environment) and types of restaurants on solo diner (1) satisfaction and (2) return patronage intentions. The findings show that the greatest weight was put on food quality in increasing both solo diner satisfaction and return patronage intentions. Service quality was the second important contributor in satisfying solo diners, followed by physical environment quality. In addition, the findings indicated that solo diner satisfaction was affected by different types of restaurants.

• Journal of Korean society of Dental Hygiene
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• v.12 no.4
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• pp.665-674
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• 2012

Objectives : This study purposed to identify factors related to dental service quality perceived by dental clinic patients, and for this purpose. Methods : The data conducted a questionnaire survey of 362 patients who had visited a dental clinic in Daejeon twice or more in August 2010 and aged over 20 during the period from the 1st to 31st of August 2010 and obtained results as follows. Results : The patients' general characteristics, perceived dental service quality was higher in older ones, married ones, high school or lower school graduates, civil servants, self-employed ones, and housewives, and the differences were statistically significant. according to the patients' dental clinic use characteristics, perceived dental service quality was higher when the stay in dental clinic was short, and the difference was statistically significant. Conclusions : Perceived dental service quality was related to the patients' general characteristics and dental clinic use characteristics. therefore, dentists and dental hygienists should make efforts to be more patient-oriented and to create pleasant dental care environment.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.21-34
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• 2021

Purpose: This study examines the structural relationship between perceived quality, relationship quality, and revisit intention in the context of coffee shop. In this model, perceived quality consists of product, service, and experience quality, and relationship quality consists of satisfaction, trust, and commitment, and performance consists of revisit intention. More specially, this study identifies whether perceived quality plays a mediating role in the relationship between perceived quality and relationship quality and the direct/indirect effects of perceive quality on intention to revisit. Research design, data and methodology: The survey was conducted from September 1 to 30, 2019. The data were collected from 320 respondents and analyzed using structural equation modeling (SEM) with AMOS program. Results: The findings are as follows. First, quality perception of coffee specialty stores had a statistically positive effect on relationship quality, indicating supports H1. Therefore, customers can know that they are aware of the quality of coffee specialty stores, including quality of service and experience as well as products, and that they form relationship quality with coffee specialty stores. Second, relationship quality between coffee shops and customers had a significant positive effect on performance. Thus, H2 was supported. The results show that if the coffee shop does not consider relationship quality as important, customer loyalty decreases, the number of customers decreases, and the number of customers who switch to another coffee shop increases, which can lead to a threat to the coffee shop. Third, in the case of hypothesis H3, it was found that there was a partial mediating effect of satisfaction and trust between quality perception and reuse intention of coffee specialty stores, so hypothesis H3 was partially supported. As commitment appears to have no mediating effect, it can be said that customers who use coffee shops are not only difficult to maintain as regular customers of a particular coffee shop, but also have ample room to move to other coffee shops. Conclusions: Although many scholars point out the importance of service quality, few studies were conducted in the context of the Korean food service industry (including coffee shops). From this perspective, this study tested several hypotheses that the quality (product, service, experience) perceived by customers can have a positive effect on relationship quality and performance (re-visit intention), either directly or indirectly. The findings of this study demonstrate that if the manager of a coffee shop understands the characteristics of quality perceived by customers and the role of relationship quality, the effect of quality perceptions on customers can be maximized in order to maintain the relationship with customers.

• Journal of Korean Library and Information Science Society
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• v.47 no.3
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• pp.365-382
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• 2016

In this paper, impact of science and technology information service quality satisfaction and perceived importance on the user loyalty was studied to find the way of improvement of information service quality. To analyze the impact among service quality variables, the research questions and hypothesis are set and statistical analysis on 641 survey answers was conducted. The correlation between satisfaction and perceived importance regarding each service quality item was high. Relationship between satisfaction of every item of the service quality and overall satisfaction was verified by multiple regression analysis. As a result, the five out of seven independent variables are statistically significant influence to the dependent variable. Relationship between the perceived importance and loyalty for each item was verified by multiple regression analysis was confirmed that the four out of seven independent variables are statistically significant influence to the dependent variable. The overall satisfaction is having an effect on loyalty verified through simple regression analysis.

• Journal of Korean Society for Quality Management
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• v.29 no.2
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• pp.1-16
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• 2001

The existing studies on measuring service quality have focused on moderating expectation. But one of real problems of measuring service quality is the assumption that customer's perceived quality is increased linearly by gap(performance-expectation). In this study, we assumed non-linearity of customer's perceived quality. The results of empirical study show that NL-SERVQUAL(suggested model in this paper) is better than SERVQUAL and SERVPERF.