• Journal of the East Asian Society of Dietary Life
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• v.20 no.4
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• pp.596-605
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• 2010

The purpose of this study was to measure consumers' recognition of service quality in Korean restaurants, and to compare the differences in perceived service quality according to consumers' general characteristics. Self-administrated questionnaires were completed by 1,494 subjects and data were analysed by frequency, factor, reliability, and subjected to t-test and one-way ANOVA. The major results of this study can be outlined as follows: Factor analysis on perceived service quality resulted in 4 factors: staff service (5 variables), menu quality (4 variables), price and value (4 variables) and atmosphere and convenience (5 variables). Cronbach's alpha values for the reliability were over 0.8 for all the factors. The mean value in the elicited factors was indicated to be in order of menu quality ($4.73{\pm}1.19$), atmosphere and convenience ($4.57{\pm}1.09$), price and value ($4.55{\pm}1.15$), and staff service ($4.46{\pm}1.12$). Also, a significant difference was shown in service quality, which was perceived according to consumers' general characteristics. A higher mean value in perceived service quality was shown in women than in men, in the older than in the younger, in people with a high frequency of visiting Korean restaurants than those who do so with low frequency, and in people with high cost expenditure when visiting than those with low cost expenditure. In terms of region, the mean value in perceived service quality was significantly lower for consumers in the Gwangju region than in other regions.

• The Journal of the Korea Contents Association
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• v.21 no.2
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• pp.68-77
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• 2021

The purpose of this study is to The exhibition's service quality was divided into three factors: event content, publicity, and empathy. First, the exhibition's service quality had positive effects on visitors' perceived value and overall satisfaction. Visitors' perceived value also showed a positive effect on their overall satisfaction. Second, each of visitors' perceived value and overall satisfaction had positive effects on their loyalty. Third, in effect decomposition, the total effect of the exhibition's service quality on visitors' perceived value was largest, followed by the service quality's total effect on their overall satisfaction and the service quality's total effect on their loyalty in order. In addition, statistically significant total effects were found between visitors' perceived value and overall satisfaction, as well as between visitors' perceived value and loyalty. As a result, mediating effects such as visitors' overall satisfaction had a positive contribution. Accordingly, statistically significant effects were confirmed in the relationships between all endogenous and exogenous variables.

• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.1
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.

• The Journal of Information Systems
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• v.12 no.2
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• pp.41-56
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• 2003

The objective of this study is to explore the effects of e-teaming users' self-efficacy and perceived service quality for e-teaming staffs such as instructors or teaching assistants on two main perceptions for e-learning systems in a view of information technology - perceived ease of use and perceived usefulness which have been considered as important antecedents for acceptance of information technology so called in Technology Acceptance Model. For this purpose, we suggest a research model and test it empirically by sampling in students of virtual universities. In result, all hypotheses except the relationship between academic self-efficacy and perceived usefulness are accepted. This result implies that self-efficacy for computers and service quality for staffs such as instructors or teaching assistants should be considered as important ones for success of e-learning systems in addition to those related with information technology.

• Journal of Information Technology Applications and Management
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• v.28 no.2
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• pp.1-16
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• 2021

In recent years, as IT technologies such as cloud computing and mobile payment have evolved and Internet users have increased, the Internet financial market has become intelligent, mobile, and platformed. This study considers the impact of the psychological characteristics of platform systems and users on the performance of fintech platforms. The results of this study are as follows. Information quality affected trust and commitment, service quality affected commitment only, and system quality affected trust and commitment. The perceived risk affected trust and commitment, and the perceived benefit only affected trust and was shown to have an insignificant relationship with immersion. Trust has been shown to have a significant relationship with commitment, and both trust and commitment affected performance. In the validation of mediation effects, trust has shown a partially mediated effect between information quality, system quality, perceived risks, and perceived benefits and performance. There was no mediation effect between service quality and performance. Immersion has been shown to have a partial mediating effect between information quality, service quality, system quality, perceived risk and performance, and there is no mediating effect between perceived benefits and performance. This study showed what are the main factors that affect the performance of the fintech platform and will be used as a useful foundation for increasing the performance of the platform in the future.

• Journal of Korean Society for Quality Management
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• v.51 no.4
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• pp.589-606
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• 2023

Purpose: This study investigates the effects of scuba diving resort service quality on customer satisfaction and revisit intention, considering the moderating effects of perceived risk by scuba divers such as individual, social, and physical risks. Methods: This study surveyed scuba divers using scuba diving resorts in South Korea. The data were analyzed using multi-regression and hierarchical regression analysis. Results: The results of this study are as follows; all five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) significantly affected customer satisfaction and customer satisfaction also affected revisit intention. However, no moderating effect by perceived risk were observed between customer satisfaction and revisit intention. The cause of these results is believed to be the nature of scuba diving as a adventure sport. Conclusion: These results implies that scuba divers' purchase action can be different from the general service users from the perspective of perceived risk. Considering the uniqueness of adventure sports of scuba diving, the managers of scuba diving resorts need to act actively paying attention to all dimensions of service quality, and customer satisfaction.

• Proceedings of the Korea Hospitality Industry Research Society Conference
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• 2005.11a
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• pp.1-20
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• 2005

Family Restaurant is a service business of a kind. The role of service operator is to improve a sales of service goods through maximizing the service value with customer satisfaction at the moment of MOT(moment of truth). Family Restaurant come to the great growth on the face of it. In future, it will place emphasis more and more on not hardware but software including service quality. The purpose of this study, therefore, is to research the effect on service quality of the job satisfaction of Family Restaurant's service staff. Data was collected from the employee who are working at Family Restaurant located in Taegu. The empirical research has been done over 50days from 1April, 2004 to 20May, 2004. In conclusion of empirical analysis, 4 hypotheses were significant among 7 hypotheses suggested in this study. The research showed as follows : First, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on job satisfaction. Second, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Third, the official trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on job satisfaction. Fourth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed positive influence on service quality. Fifth, the personal trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Sixth, the organic trait among the effect factor of job satisfaction perceived by Family Restaurant service staff showed negative influence on service quality. Seventh, the job satisfaction of Family Restaurant service staff showed positive influence on service quality. Besides, the critical points of this study are as follows; First, we designated the subject of research to the employee of Family Restaurant only. Second, multi-situations(time, holiday) which can happen as service was offered, wasn't concerned. Third, as service quality was estimated by general service quality. the research in future should subdivide service quality more. I. finally, applied the pervious researches on job satisfaction and service quality in the employee of Family Restaurant. To extend more this research model in future, the variables like customer satisfaction should be added.

• Journal of Families and Better Life
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• v.24 no.6 s.84
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• pp.47-60
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• 2006

The purpose of this study was to find out which factors can affect customer satisfaction in the life insurance industry. Specifically, it was designed to investigate whether there were significant differences in the perceived service quality according to demographic characteristics to investigate whether there was a significant relationship between each service quality type and consumer satisfaction and to investigate whether the location in demographic characteristics serves to moderate the links between the perceived service quality and customer satisfaction. Data were collected from insurance subscribers living in Seoul and the Gyeonggi-do area and 364 questionnaires were taken into account in the analysis. Major findings of this study were as follows: First, there were significant differences in the perceived service quality according to demographic characteristics. Second, there were significant differences in customer satisfaction according toeach service quality type. Finally, the location in demographic characteristics did serve to moderate the links between the perception of service quality and customer satisfaction.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.4
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• pp.606-618
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• 2010

The study investigated how 'word of mouth' originates in the chain restaurant industry. It has long been acknowledged that 'word of mouth' is a critical factor for the success of a restaurant business due to its targetability and cost effectiveness. A review of the literature revealed four antecedents of 'word of mouth': service quality, perceived value, satisfaction, and relationship quality. Based on the theoretical/empirical relationships between those constructs, a structural model composed of the hypotheses was proposed. The structural model was tested with data collected from 471 chain restaurant patrons. The structural equation modeling analysis revealed that five constructs in the proposed model are interrelated, and during this process, word of mouth is formed in the chain restaurant industry. A positive relationship between service quality and satisfaction (0.265, p<0.05), service quality and perceived value (0.831, p<0.05), service quality and relationship quality (0.465, p< 0.05), and service quality and WOM (0.263, p< 0.05) were found, indicating that service quality is a key prerequisite for word of mouth and other constructs proposed in the model. It was revealed that perceived value doe not have a direct impact on WOM formation (t=1.275, p=0.202), but a positive relationship between perceived value and satisfaction (0.293, p<0.05) and between satisfaction and WOM (0.627, p< 0.05) were found. Therefore, it was concluded that patrons' perceived value influences word of mouth formation, but that impact is mediated by satisfaction. During this process, relationship quality also plays a mediating role in generating word of mouth. Based on data analysis, theoretical/managerial implications are discussed.

• Journal of the Korean Operations Research and Management Science Society
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• v.33 no.2
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• pp.45-73
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• 2008

Quality has long been considered as an important factor in creating competitive advantage, and researches on quality have not been limited to off-line products but actively extended to e-services and information goods. However, given the nature of multi-dimensional aspect of quality, the systematic study on the quality of online service is still in its early stage. Especially, studies on the quality of ASP services have been rare in academic and professional journals despite the growth of ASP industry in its size and the rapid expansion in the range of application. In this paper we clarified the multi-dimensional quality aspects of the ASP service using a Garvin's framework (1984) which encompasses the service aspects of Products, and developed a measurement model for ASP service qualify. Then we empirically tested the effects of ASP service quality on user satisfaction and perceived firm performance using the data from 240 Korean small firms with less than 50 employees that had experienced the ASP service. Our results show that there are positive relationships among ASP service quality and personal performance, user satisfaction and perceived firm performance, and that product and service-related aspects of ASP service exert differential effects on performance measures so that the product-related aspects of the ASP service such as performance, features, reliability and conformance are considered to be more important in evaluating benefits from ASP services. Contrary to the approaches In literature where only the quality of online services is evaluated, our results emphasize the importance of differentiating Product and service-related aspects of ASP service and provide a basis for more comprehensive evaluation of ASP service quality.