• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.32 no.4
• /
• pp.235-240
• /
• 2009

This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.

• Journal of Applied Tourism Food and Beverage Management and Research
• /
• v.16 no.1
• /
• pp.21-41
• /
• 2005

This study proposes the customer quality a parameter of service quality from a new perspective, develops and evaluation scale for it in relation to service business, analyzes and evaluates the its effect on service quality and performance. First, the concept of service quality and customer quality was investigated in the literatures, to find a basis for its relation to the quality of hotel service. However, previous 1) Among the service quality components, the strongest correlation exists between physical quality and service quality. 2) Hotel quality is most influenced by customer quality, followed by service provider quality and physical quality showing that when customer quality is incorporated as a prerequisite parameter if hotel quality it has the most effect on hotel quality, which is a new result. 3) Customer quality plays a significant indirect role via hotel quality on performance, and the physical quality and service provider quality offered to the customer at a hotel have more direct effect on performance, illustrating the difference in the effect on hotel quality depending on the component of hotel quality. 4) The evaluation of hotel quality and performance becomes more meaningful and valid only when customer quality is included as a prerequisite parameter of hotel quality to strongly interact with service provider quality 5) Comparative analysis of the different qualities according to the hotel class show a significant difference in customer quality, physical quality and service provider quality and performance between first-class and second-class hotels.

• Journal of Korean Society for Quality Management
• /
• v.32 no.2
• /
• pp.59-76
• /
• 2004

It has been regarded as important in both academic and practical issues how to evaluate service quality. In addition international traveling will be growing due to increasing income and globalization. Thus, it is very important to measure the international airport's service quality properly. This study was conducted to identify the service quality factors which are utilized to measure international airport's service quality. According to the statistical analyses' results of this study, seven service quality factors and thirty two measurement items were found to evaluate international airport's service quality. They are some different from those which PZB(1988b) identified to measure service quality. This result implies that it is necessary to find the service quality factors reflecting the unique characters of the service organization when measuring service quality of a service organization.

• Journal of Korean Society for Quality Management
• /
• v.39 no.1
• /
• pp.78-89
• /
• 2011

A study for service quality is actively done but that for the quality level of the provided service recognized by the service provider for the same service, and for the difference in quality level of service use recognized by the service user is not relatively widely done. Thus, this study analyzed difference between the quality level of the provided service recognized by the service provider and the quality level of service use recognized by the service user, around administrative service as one of cores of the university service, and examined how difference between both service qualities have effect on business the business satisfaction level of the service provider. We measured the service level provided by the individual in charge of the administrative service of the A-university and examined the service quality in business by use of questionnaires. As the result, it was appeared that the quality level of the provided service recognized by the service provider for the same service quality was higher than the quality level of service use recognized by the service user. In addition, it was found that the quality level of the provided service recognized by the service provider had a significant effect on the service provider's business satisfaction level but the quality level of service use recognized by the service user had not effect on the business satisfaction level of the provider.

• International Journal of Advanced Culture Technology
• /
• v.9 no.4
• /
• pp.213-218
• /
• 2021

In order to improve the quality of social services, developed countries overseas have introduced authorization or permit system to primary filtering when entering the market that provides social services. However, in Korea, a quality evaluation system for social service quality management has been introduced and implemented, but no significant effect has been achieved so far. Therefore, the purpose of this study is to investigate the relationship between service quality, service satisfaction, and repurchase intention, which are important variables to measure social service quality improvement, and to use it for service quality management. As a result of this study, service quality, service satisfaction, and repurchase intention are important factors for service quality improvement. It is necessary to secure a service provider of and continuous user selection and service quality management are also important.

• Journal of Korean Society for Quality Management
• /
• v.45 no.2
• /
• pp.261-274
• /
• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• Journal of Korean Society for Quality Management
• /
• v.45 no.4
• /
• pp.811-828
• /
• 2017

Purpose: In the meantime, studies on the measurement methods of service quality have mainly been conducted in views of the service recipients. In this study, we introduce a co-orientation model that compares the perceptions of service provider and recipient and examine the applicability in service quality field. Methods: In this study, we conducted a case study on the specific service called 'National R&D Project Plan Evaluation Service' to examine the applicability of the co-orientation model in the service quality field. Results: We could identify the phenomenon of how service providers and recipients perceive differently about specific services introduced in the case study. This study confirms that it can be used to identify problems in mutually oriented service quality activities and to take practical measures to improve them. As we have seen in this case study, the co-orientation model is expected to be of great help in exploring opportunities for quality improvement in the area of service quality. Conclusion: The service quality co-orientation model allows the service provider to distinguish between what they think of differently with the service recipient and what they have in common, so the service provider will be able to find the agenda of service quality improvement.

• Fashion & Textile Research Journal
• /
• v.10 no.5
• /
• pp.625-635
• /
• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

• Journal of Korean Society for Quality Management
• /
• v.40 no.4
• /
• pp.599-614
• /
• 2012

Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

• The Korean Journal of Health Service Management
• /
• v.8 no.2
• /
• pp.89-100
• /
• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.