• 대한간호학회지
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• 제41권4호
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• pp.558-567
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• 2011

Purpose: The purpose of this study was to monitor the use of health-related quality of life (HRQOL) instruments in Korean studies of patients with diabetes. Methods: Of 86 Korean studies initially identified, 17 studies met the inclusion criteria. For each study, a description of the instrument and its psychometric properties were monitored by the Instrument Review Criteria of the Scientific Advisory Committee. These criteria include conceptual definition, attributes, taxonomy, reliability, validity, responsiveness, administrative mode, and language adaptations. Results: Five generic and one diabetes specific type questionnaires were identified from the 17 studies. Of those studies, conceptual definitions with the attributes of multi-dimension and subjectiveness were provided for 11 studies (71%). In the analysis of conceptual taxonomy, only 6 studies were classified as HRQOL, while other studies were done as QOL or health status. In monitoring of psychometric properties, reliability, validity, and responsiveness were reported for 88.2%, 64.7%, and 29.4%, respectively. One generic instrument was developed with a Korean population, while the other instruments were developed for Western countries. However, language adaptations were performed for only a few of the instruments. Conclusion: The psychometric properties including responsiveness of most instruments warrants further research, and the development of diabetes-specific HRQOL measurements should be sought to facilitate intervention outcomes across Korean studies of patients with diabetes.

• 지역과문화
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• 제8권2호
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• pp.1-20
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• 2021

본 연구는 지역콘텐츠 제작지원 사업에 대한 지각된 서비스 품질이 정책 수혜자의 이용 만족에 미치는 영향과 사업 종료 후 재이용 의도 및 추천 의도에 미치는 영향을 분석하였다. 이를 위해 SERVPERF 모형에 근거한 지역콘텐츠 제작지원 사업에 적합한 품질기준을 구성하였다. 첫째, 지역콘텐츠 제작지원 사업의 서비스 품질평가 기준으로 신뢰성, 대응성, 적정성을 확인하였다. 둘째, 품질평가 기준은 모두 이용 만족에 유의미한 영향을 미쳤다. 셋째, 재이용 의도에 대응성이, 추천 의도에 대응성과 신뢰성이 유의미한 영향을 미쳤다. 넷째, 이용 만족은 재이용 의도와 추천 의도에 유의미한 영향을 미쳤다. 이에 본 연구는 실증 분석으로 지역콘텐츠 제작지원 사업의 품질평가에 대한 이론적 모형을 처음으로 제시하고, 해당 사업의 개선을 위한 정책적 방향성을 제시했다는 의의를 지닌다.

• 한국의류학회지
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• 제24권3호
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• pp.323-334
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• 2000

The purpose of this study was to develop service quality dimensions for fashion retail stores and to identify significant service quality dimensions influencing customers satisfaction for each fashion retail store. 687 young adults completed written questionnaires consisting of items related to service quality. For analysis of data, confirmatory factor analysis, one-way ANOVA, scheffe test, and stepwise regression analysis were applied. The results were as follows: 1. The service quality dimensions of fashion retail stores were tangibles, reliability, responsiveness, assurance, empathy, fashionability and variety, price, convenience, merchandise quality and credit card usability. Among those 10 main dimensions of service quality were grouped as experience attributes and search attributes. 2. In examination of the highest valuable service quality dimension based on the types of stores, imported fashion stores were evaluated the highest in terms of all factors except price, tangibles and credit card usability. 3. To predict consumer satisfaction, service quality dimensions such as reliability, responsiveness, assurance, empathy, fashionability/variety, price, convenience, merchandise quality and credit card usability should be considered.

• 방재기술
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• 통권16호
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• pp.13-19
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• 1994

An Experimental study on the relation between responsiveness and elapse of years This experiment study is to appraise a fire detector's durability & reliability. Fire detector is located in office, temp range 10-27 고 65 15%, installed in the ceiling with power on. This is the experiment report of elapsed 5 years.

• The Journal of Asian Finance, Economics and Business
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• 제6권1호
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• pp.177-185
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• 2019

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines (WHL) outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. This study was based on a survey of 135 people. The outcome is the service quality of WHL outbound services can be identified by three dimension(s): Empathy and Responsiveness, Assurance, and Reliability. It would help management to have an overall picture about the current service quality, and to find solutions to improve service quality following the recommendations. WHL managers need to recognize that "Reliability" has the strongest influence on customers' expectations, then come "Empathy and Responsiveness" and "Assurance". Therefore, board of managers should spend time looking carefully at each of the three dimensions, especially for the biggest gap between perceptions and expectations of three dimensions as well. Then the recommendations were raised.

• 패션비즈니스
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• 제11권3호
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• pp.46-58
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• 2007

The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.

• The Journal of Asian Finance, Economics and Business
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• 제7권10호
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• pp.823-829
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• 2020

In this competitive era, it has become a prerequisite for the financial firms providing banking services to understand and meet the customers' needs and demands to remain competitive in today's market environment. Without satisfying the customers, banking business cannot stand alone. To satisfy customers, it is often recommended to provide better quality banking services to the bank customers. Providing quality banking services has become a prime strategic tool for the banking sector nowadays. Therefore, the study investigates the effect of various dimensions of service quality of banking service on customer satisfaction in a developing country, Bangladesh. A total of 212 walking Bangladeshi banking customers participated in this research. A structured questionnaire was developed based on past research. SPSS is utilized for analysis and Likert scale was used in this study. Internal consistency of all items was found correct and a total of seven hypotheses were proposed. For testing, a 5% significance level is considered for acceptance of hypothesis. The findings show that, except employee competency, all other variables such as reliability, assurance, tangibles, responsiveness, empathy, and access to service have positive influence on customer satisfaction. The study provides policy implications for the management boards of the banking sectors.

• 한국인공지능학회지
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• 제7권1호
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• pp.23-59
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• 2019

The purpose of this study is to develop a measure of service quality in the traditional market by examining previous research on the service quality of the traditional market studied so far. After defining basic concepts through definition of traditional market and existing studies, 5 categories of configuration items for SERVQUAL measurement in traditional market were made up based on existing researches related to definition of service quality and service quality of traditional market. A survey was conducted on the items that fit the intention of this study and various statistical analyzes were conducted. Statistical analysis was performed using SPSS 22.0 and AMOS 22.0. The reliability of the items was measured by the reliability test, and the predictability and accuracy of the items were examined. The validity of the measured variables was verified through confirmatory factor analysis. Reliability, empathy, responsiveness, certainty, and tangibility were the most important factors in this study. Responsiveness factors include communication, time reduction, real time, promptness. Assurance factors include the assurance of delivery, prompt answers, product knowledge items. Tangibility factors include, convenient device systems, location information, presence as a fact, and as a result, the latest modern items are adopted. The quality of service in the traditional market developed in this study was found to be good in reliability and validity test. Confirmatory factor analysis result using structural equation model also met the conformity index standard. If service satisfaction is measured based on this research, basic data can be presented to policy makers who implement policies on traditional markets to make the right decisions. In addition, it will be able to provide traditional market operators with operational strategy and marketing data. In the future, based on the traditional market service quality scale developed in this study, it is necessary to grasp the factors to be continuously managed to improve the service quality of the traditional market, user satisfaction, and intention to use.

• 한국의상디자인학회지
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• 제14권4호
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• pp.43-61
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• 2012

This research aims to examine the impact of store personality and service quality on the customers' intention of revisiting the department store and their intention of recommendation to others. The participants were women in their 20s to 50s with experiences of purchasing apparel from major department stores. A total of 324 survey responses were used for the final analysis. The data were analyzed using factors analysis, reliability analysis, and multiple regression analysis with PASW 18.0. The results were as follows. First, the department store personality was composed of 3 factors; prestige, passion, sincerity. Service quality factors were defined as tangibility, responsiveness, and empathy. Second, the three dimensions of brand personality-prestige, passion and sincerity turned out to be influential factors affecting the customers' revisiting intention and recommendation intention. Also, tangibility and responsiveness of service quality factors had a significant influence on their revisiting intention, whereas tangibility, responsiveness and empathy factors had a significant influence on their recommendation intention. Third, the sub-dimensions of store personality and service quality had a different influence on the customers' revisiting intention and recommendation intention according to the department store brand.

• 대한안전경영과학회지
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• 제10권4호
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• pp.209-218
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• 2008

The growth in services has focused issues of service quality both for commercial enterprises and across a range of public services and government institutions. The education sector, in particular, has undergone radical change to meet the needs of its varied constituents. This paper examines key issues in internal service, customer satisfaction, service quality, relational commitment as they apply in one particular education sector. The purpose of this study is to analyze effect of internal service on customer satisfaction, educational service quality. First, In the dimension of internal service, many factors affect internal customer's evaluation for overall satisfaction. They are categorized as five factors; tangibles, reliability, responsiveness, assurance, empathy. The results of this study supported the proposed conceptual framework overall. Therefore, we identified that internal service quality is the antecedent of an internal customer satisfaction, and the consequent variables of an internal customer satisfaction are educational service quality, external customer satisfaction. The major findings of this study are summarized as follows. First, some factors(tangibles, reliability, responsiveness, assurance, empathy) affected positively internal customer satisfaction. Second, external service quality affected positively educational service quality, external satisfaction. In other words, the more internal customers have experienced internal service, the higher internal service quality deliver educational service quality.