• 한국콘텐츠학회논문지
• /
• 제19권1호
• /
• pp.163-173
• /
• 2019

본 연구는 고양국제꽃박람회의 서비스품질에 대한 관람자들의 평가와, 지각된 가치 및 전반적 만족도, 충성도간의 영향관계를 분석하는데 있다. 분석결과, 첫째, 박람회서비스품질이 높을수록 지각된 가치와 전반적 만족도, 충성도가 높아지는 것을 확인하였다. 특히 박람회서비스품질은 지각된 가치보다도 전반적 만족도에 더 큰 영향관계를 보였다. 따라서 박람회서비스품질을 제고하기 위해서는 행사내용, 접근성, 편의성에 대한 세심한 기획과 운영이 요구된다. 둘째, 지각된 가치는 전반적 만족도에는 정(+)의 영향관계를 보여주지 못하였고, 충성도에는 정(+)의 영향관계를 보였다. 이유는 상품의 질적 문제, 디자인문제, 전시 및 진열상의 문제 등 화훼상품의 관심과 구매증가를 유발할 수 있는 지각된 요인에 대한 관람자들의 평가가 낮은 결과로 판단된다. 셋째, 충성도에는 지각된 가치와 전반적 만족도가 모두 정(+)의 영향관계를 보였지만 전반적 만족도의 영향관계가 보다 더 크다. 따라서 위해서 지각된 가치를 제고할 수 있는 전략이 요구된다.

• 한국의류학회지
• /
• 제26권11호
• /
• pp.1615-1626
• /
• 2002

The purpose of this study was to investigate the effect of shopping orientation, and service quality and satisfaction on impulsive buying behavior in two types of apparel store. The sample consisted of 616 females aged 20-30 who were shopping at department stores and shopping malls in Busan. Data were analyzed with factor analysis, t-test, cross analysis and path analysis. The results showed that consumers of department stores showed more strongly convenient orientation than those of the shopping mall, consumers of the shopping mall showed more strongly recreational orientation and practical orientation than those of the department. Stores services of the department were perceived better than that of the shopping mall in promotional services, salespersons' services and environmental services. But it didn't show any differences between store types in product services. Consumers 'satisfaction with the service was greater in department stores than the shopping mall. But it didn't show any difference between apparel store types in the impulsive buying behaviors. Impulsive buying behavior of department store shoppers is directly affected by a shopper' shopping orientation as well as store service quality perceived by shoppers rather than a shopper' satisfaction. The service quality does not have directly related to consumers’ service satisfaction. The causal relationships of impulsive buying behaviors showed similarity in shopping malls and department stores. The perceived quality and satisfaction with store service were higher at department store than shopping malls. In impulse buying behavior of a department store was directly affected by a shopper' shopping orientation as well as store service quality perceived by shoppers rather than a shopper’ store service satisfaction.

• 한국정보시스템학회지:정보시스템연구
• /
• 제29권3호
• /
• pp.215-236
• /
• 2020

Purpose/Design The purpose of this study is summarized as follows. First, we want to derive the quality dimension of the delivery app services based on the experience of the users of the delivery app. Second, we would like to identify the continuous intention to use, taking into account the integrated nature of online and offline quality. Third, the online and offline quality factors of the delivery app services shall be checked in an exploratory manner to see how they affect perceived value, satisfaction, and continuous intention to use. In order to demonstrate the purpose of this study, a self-report survey was conducted in which respondents directly responded. A questionnaire of 295 people was identified as a valid sample and used for the final analysis. Findings The summary of the hypothesis test results is as follows. First, the system quality among the online characteristics does not have a significant impact on both perceived values and user satisfaction. Second, the hypothesis that information quality affects satisfaction and perceived value was adopted. Third, the service quality was shown to be a significant factor affecting perceived value and satisfaction. Fourth, the delivery quality among offline characteristics was found to have no significant effect on perceived value and satisfaction. Fifth, the hypothesis test of commodity quality showed that both perceived value and satisfaction had a significant impact. Sixth, satisfaction in the delivery app service showed a positive effect on the continuous intention to use.

• 디지털산업정보학회논문지
• /
• 제8권2호
• /
• pp.213-227
• /
• 2012

Recently MVNO has been adopted to reform the monopoly structure of mobile telecommunication industry in Korea. MVNO is expected to not only enable mobile telecommunication industry more free, but also provide various welfare service with customers, in particular mobile payment system service. Based on TAM, this paper is to investigate the affecting factors of intention to use of mobile payment system service in MVNO environment. The results indicate that all system quality factors are significantly related to both perceived usefulness and perceived easy of use, but only stability of service quality factor is significantly related to the perceived usefulness. Perceived easy of use was found to be siginificantly related to the intention to use of mobile payment system in MVNO environment, but percevied usefulness was not.

• 한국항해학회지
• /
• 제24권4호
• /
• pp.269-283
• /
• 2000

Service is the source of firm's competitive advantage in recent years. The importance of service quality in any service industry doesn't need to be disputed. Customers have expected the improvement of the quality of service they receive ,so providers are struggling to meet these expectations. This study aims at finding factors of service quality in passenger transportation. An empirical investigation and the measurement on the perceived Service Quality by customers in the passenger transportation system was carried out. The purpose of this study is to clarify the factors of service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combines research tools that include both empirical study and documentary research. Data was gathered from 239 passengers by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation (SERVQUAL) model. Research findings through empirical test are as follows. First, five service quality dimensions in passenger transportation are identical to SERVQUAL dimensions defined by Parasuraman, Zeithaml, and Berry in 1988. Second, demographic segments such as gender and age don't have significant different dimension of service quality. Third, there is no significant difference between groups by experiences such as price level, abroad tour and vehicle type in determinants of transportation service quality.

• 품질경영학회지
• /
• 제45권4호
• /
• pp.917-932
• /
• 2017

Purpose: This study aims to identify the most important quality construct among system quality, information quality, and service quality, which are integrated as the second-order construct; perceived quality, and to investigate the relationship between perceived quality, learner satisfaction, learner enjoyment, switching cost, and learner loyalty. Method: Data were collected from learners who had taken e-learning course, and the analysis was conducted in two phases. The first phase described demographic characteristics using SPSS23.0; the second phase involved the second order CFA of perceived quality and the analysis of measurement model and structural model through AMOS 23.0. Results: (1) The explanatory power of system quality, information quality, and service quality appears to be almost equal; (2) Perceived quality positively influences only both learner satisfaction and switching cost; (3) Only learner satisfaction positively influences learner loyalty and switching cost negatively influences learner loyalty. Conclusion: Learner enjoyment does not play an important role in this study, which could be extrapolated in regard to the characteristics of sample. The respondents are over high school students, who emphasize on the acquisition of knowledge rather than enjoyment. Additionally, the result implies that respondents show low loyalty in the high switching cost.

• 산업진흥연구
• /
• 제3권2호
• /
• pp.21-31
• /
• 2018

본 연구는 간호 간병 통합서비스 품질이 의료서비스 성과에 미치는 영향을 알아보기 위해 가설 검정을 실시했다. 연구 결과는 간호 간병 통합서비스 품질의 반응성, 확신성, 공감성, 계산적 몰입, 신뢰성, 감정적 몰입은 의료서비스 성과의 지각된 성과, 충성도, 지각된 성과, 성과의 충성도와 의료서비스 성과의 지각된 성과는 충성도에 긍정적인 영향은 채택으로 나타났다. 즉, 통합서비스 품질은 의료서비스 역량에 매우 중요함을 검증하였다. 이를 위해서는 간호팀원의 인력확충을 위한 제도적 노력이 우선되어야 하며, 우수한 간호팀원 양성을 위해서 전문적 간호능력 외에도 환자와의 공감을 통해 긍정적 관계 형성을 위한 인성 교육에도 중점을 두어야 할 것이다. 본 연구에서 통합서비스 품질이 의료서비스 성과에 미치는 영향을 검중 하였다는데 연구의 의미를 찾을 수 있다.

• 마케팅과학연구
• /
• 제14권
• /
• pp.39-58
• /
• 2004

본 연구의 첫 번째 목적은 Service Quality를 측정하는데 있어서 기대와 성과 측정치를 차감하는 차감식(Difference Score)에 의한 방법 (SERVQUAL), 지각된 성과만으로 개념화/조작화 하는 방법(SERVPERF), 차이를 한번에 직접 측정하는 방법 (non -difference score)중 어느 방법이 가장 타당한지를 조사하는 것이다. 본 연구의 두 번째 목적은 서비스품질 construct가 만족과 재구매의도에 대한 선행변수로서 갖는 이론적 가치를 조사하는 것이다. 부산, 경남의 376명의 60세 이상의 해외여행경험이 있는 노인들을 대상으로 설문조사가 이루어 졌다. 연구결과 SERVQUAL, SERVPERF와 비차이척도를 이용하는 방법의 비교결과 모델적합도를 나타내는 지수가 상충되게 나타났다 만족과 재구매의도에 미치는 영향력에 있어서는 대부분의 서비스품질 선행 구성변수들이 유의적인 영향력을 갖고 있는 것으로 나타났다.

• International Journal of Quality Innovation
• /
• 제6권1호
• /
• pp.8-23
• /
• 2005

Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service encounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.

• 한국의류산업학회지
• /
• 제8권4호
• /
• pp.449-457
• /
• 2006

The purpose of this study was to investigate perceived service qualities in cosmetics purchasing and, those difference and consumer satisfaction among cosmetics store types. Data were collected from 276 adult females and analyzed by using frequencies, factor analysis, reliability analysis, ANOVA and duncan test utilizing SPSS WIN 10.0. The results showed that consumers perceived service quality such as reliability and responsiveness, product policy, tangibles, store atmosphere policy, business policy, sales policy to cosmetics store. There were significant differences on service quality among cosmetics store types. Consumers using department stores highly perceived factors such as reliability and responsiveness, product policy, tangibles, store and atmosphere policy, but consumers using common cosmetics store lowly perceived these factors. There were significant differences with regard to use effect and pleasure in using to satisfaction among cosmetics store types. Use effect was revealed the highest to consumers purchasing cosmetics in department stores but the lowest in discount stores. Pleasure in using was revealed the highest consumers using department stores but the lowest common cosmetics store.