• 제목/요약/키워드: reliability and responsiveness

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제3자물류 서비스 품질 평가를 위한 AHP의 적용에 관한 연구: 화주기업의 관점에서 (Application of the AHP for Evaluating Third-Party Logistics Service Quality: Shipper's Perspective)

  • 소순후
    • 한국항만경제학회지
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    • 제21권3호
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    • pp.259-270
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    • 2005
  • This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) providers. For this, 3PL service quality is conceptualized and measured using SERVQUAL's five dimensions such as tangibles, reliability, responsiveness, assurance and empathy. Then, the AHP method is applied to determining the relative importance of five service quality dimensions and eventually selecting the best 3PL provider. Finally, this study conducts an empirical case study on four companies providing 3PL services in Korea to demonstrate the basic idea suggested in this paper. The results obtained in the present study indicate that responsiveness to customers is the most important factor perceived by 3PL customers and 3PL C is the best 3PL provider according to the overall service quality scores. In contrast to some previous researches, this study examined issues of service quality from the perspective of 3PL customers as opposed to the perspective of 3PL providers. In order for this study to be more complete, future research is needed in establishing a set of metrics to quantify each dimension of 3PL service quality proposed.

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A Study on the Determinants of Medical Institution's Customer Satisfaction and Loyalty: Focused on the Effects of Service Quality Factors

  • Seungnyun Choi
    • Physical Therapy Rehabilitation Science
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    • 제12권3호
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    • pp.346-354
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    • 2023
  • Objective: The objective of this study is to provide medical institutions with theoretical basis by analyzing the effect of service quality-related factors. It will be helpful for hospitals to enhance service quality which will be of use to attain customer satisfaction and ultimately competitive advantage. Design: An empirical study. Methods: To verify the model, I conducted a questionnaire survey analysis. Items for measurement have been extracted from several related studies on medical industry. The survey target has been set by convenience sampling method and consists of citizens reside in Seoul and Gyeonggi-do Province, and total number of 161 samples have been analyzed. To verify validity and reliability, I conducted factor analysis and reliability analysis, and for hypotheses verification, multiple regression analyses have been performed. Results: This study aims to investigate the relation between service quality factors and customer satisfaction, and also those factors and customer loyalty. Service quality factors consist of Tangibles(X1), Reliability(X2), Assurance(X3), Responsiveness(X4), and Empathy(X5). According to the results of regression analyses, X1, X2, X3, and X5 have been proved to have positive relations with customer satisfaction and loyalty, whereas hypothesis related X4 has not been supported. Finally, customer satisfaction has been founded to affects positively to customer loyalty. Conclusions: Service quality factors are significantly related to customer satisfaction and loyalty. So medical institutions should aware of this and try to enhance service quality for attaining competitive advantage.

A Study on the Effects of Business Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a Private University

  • LEE, Hyuk Jin;SEONG, Myeong Hee
    • The Journal of Asian Finance, Economics and Business
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    • 제7권9호
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    • pp.439-453
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    • 2020
  • The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.

Reliability and Validity of Patient Oriented Eczema Measure (POEM) Korean Version

  • Kim, Yoon-Ha;Han, Jong-Min;Jung, In-Chul;Kang, Weechang;Park, Yang-Chun
    • 대한한의학회지
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    • 제37권4호
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    • pp.22-29
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    • 2016
  • Objectives: We developed a Korean translation of this questionnaire by sequential forward-and-backward translation. The purpose of this study is to validate the Korean version of the POEM, the "POEM-K" by Korean patients with atopic dermatitis (AD). Methods: A single-center prospective study was conducted with 50 participants diagnosed with AD. The POEM was translated to Korean version by an expert panel. Scoring Atopic Dermatitis (SCORAD) and Short Form 36 Health Survey (SF-36) were used as external comparators. Results: Twenty men and thirty women between the ages of 18 and 63 participated in the study. The test-retest reliability of the total POEM-K was estimated using the intra-class correlation coefficient (ICC) that showed a strong agreement (ICC = 0.72). By using Pearson correlation coefficients, we compared the POEM-K to SCORAD and yielded a concurrent validity that showed a significant result. The responsiveness of the POEM-K was represented by the effect size (ES) of 1.41 and statistically significant (p = 0.004). Conclusions: The Korean version of the POEM is a reliable, valid, and responsive disease-specific questionnaire for assessing the symptoms and quality of life of Korean patients with AD.

기계경비시스템의 서비스품질이 고객만족에 미치는 영향에 관한 연구 (A Study on the Effects of Service Quality in Machine Security Systems on Customer Satisfaction)

  • 허경미;홍태경
    • 시큐리티연구
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    • 제17호
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    • pp.361-381
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    • 2008
  • 기계경비시스템이 제공하는 서비스에는 유 무형의 서비스가 모두 포함되어 그에 대한 품질 평가가 쉽지 않은 것이 사실이다. 그럼에도 불구하고 본 연구는 서브퀼 모형을 도입하여 기계경비시스템의 서비스품질 구성차원을 확인하고, 서비스품질과 고객만족과의 관계를 실증적으로 검증하고자 하였다. 이를 위하여 대구지역에서 기계경비서비스를 이용하고 있는 소규모 상점을 대상으로 경험적 연구를 진행하였으며 연구결과와 시사점은 다음과 같다. 첫째, 서비스품질을 구성하는 요인들이 고객만족에 영향을 주는지 검증한 결과, 서비스품질의 4가지 구성요소는 모두 고객만족에 유의미한 영향을 미치는 것으로 나타났다. 또한 그 영향력의 크기는 공감성, 확신 신뢰성, 응답성, 유형성의 순서로 확인되었다. 따라서 회사가 제공하는 최신식 설비 장비도 중요하지만 그보다는 고객에 대한 배려와 개별적 관심 및 신뢰성과 확신성을 심어줄 수 있는 직원들의 능력이 더욱 중요함을 알 수 있었다. 둘째, 서브퀼 모형을 도입하여 기계경비시스템의 서비스품질을 측정하고자 하였으나 요인 분석결과 서비스품질을 구성하는 차원은 확신 신뢰성, 공감성, 유형성, 응답성 4가지로 확인되었다. 따라서 향후의 연구에서는 확신성과 신뢰성의 개념을 보다 명확히 구분하는 한편, 국내 기계경비업체의 서비스품질 평가에 보다 적합한 모형으로의 개발을 고려해보아야 할 것이다.

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스키리조트 종사자의 감정노동과 직무소진이 서비스 제공수준에 미치는 영향 (The effects of emotional labor and job burnout of the ski resort workers on service level)

  • 유원용
    • 디지털융복합연구
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    • 제14권2호
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    • pp.449-457
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    • 2016
  • 본 연구는 스키리조트 종사자가 지각하는 감정노동과 직무소진이 서비스 제공수준에 미치는 영향을 실증적으로 검증하는데 목적이 있다. 이를 위해 국내 스키리조트에 근무하는 종사자 215명을 대상으로 설문조사를 실시하였다. 감정노동은 표면행위와 내면행위의 2개 하위요인, 직무소진은 단일요인, 서비스 제공수준은 유형성, 응대성, 노력의지의 3개 하위요인으로 구성되었다. 또한 자료처리는 빈도분석, 확인적요인분석, 신뢰도분석, 상관관계분석, 회귀분석을 실시하여 다음과 같은 연구결론을 얻었다. 첫째, 스키리조트 종사자가 지각하는 감정노동 중 표면행위는 직무소진에 긍정적인 영향을 미치고, 내면행위는 직무소진에 부정적인 영향을 미친다. 둘째, 스키리조트 종사자가 지각하는 감정노동 중 표면행위는 서비스 제공수준의 유형성, 응대성에 긍정적인 영향을 미치며, 내면행위는 서비스 제공수준의 유형성, 응대성, 노력의지에 긍정적인 영향을 미친다. 셋째, 스키리조트 종사자가 지각하는 직무소진은 서비스 제공수준의 유형성, 응대성, 노력의지에 부정적인 영향을 미친다. 본 연구에서는 스키리조트와 같이 스포츠 서비스조직에 근무하는 종사자가 경험하는 감정노동과 결과 변수들간의 관계를 바탕으로 시사점과 제한점을 제시하였다.

SNS 광고 구성요인이 광고 신뢰도와 구매의도에 미치는 영향: 페이스북을 중심으로 (The Effects of SNS Advertisement Constituents on Advertising Reliability and Purchase Intention: Focusing on Facebook)

  • 김은희;유승엽
    • 디지털융복합연구
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    • 제16권5호
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    • pp.163-172
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    • 2018
  • 본 연구는 페이스북 광고 구성요인이 무엇인지 알아보고, 이들 요인들중 광고 신뢰도와 구매의도에 영향을 미치는 요인은 무엇인지 확인하였다. 이를 위한 자료 수집은 페이스북 이용자들을 대상으로 이루었다. 수집된 자료는 탐색적 요인분석과 다중 회귀분석을 통해 결과를 도출 하였다. 연구결과를 살펴보면 첫째, 페이스북 광고 구성요인은 광고 흥미성, 맞춤 정보성, 광고 노출성, 주변인 반응성, 제품후기 정보성의 5개 요인으로 확인되었다. 둘째, 광고 신뢰도에는 광고 구성요인 중 맞춤 정보성이 정적인 영향을 미치는 것으로 확인되었다. 그러나 광고 노출성은 광고 신뢰도에 부적인 영향을 미쳤다. 셋째, 구매의도에는 맞춤 정보성과 광고 흥미성이 정적인 영향을 미쳤다. 이상의 연구결과는 페이스북 광고의 이론적 발전과 페이스북 광고 전략 수립을 위한 기초자료를 제공하였다는 실무적 함의를 갖는다.

한국어판 '암 환자가 인식하는 간호의 질 측정도구'의 타당도와 신뢰도 (Validity and Reliability Test of the Korean Version of the Oncology Patients' Perception of the Quality of Nursing Care Scale)

  • 강지영;강혜영;김나년;이미정;김유진;김주현;여수정;서윤예;서은영
    • 성인간호학회지
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    • 제28권2호
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    • pp.191-201
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    • 2016
  • Purpose: The purpose of this methodological study was to examine the validity and reliability of a translated Korean version of The Oncology Patients' Perception of the Quality of Nursing Care Scale. Methods: The translated scale was pilot tested and then administered to 360 patients with cancer. Exploratory and confirmatory factor analyses were utilized to assess the factor structure. Internal consistency reliability was determined using coefficient ${\alpha}$. Results: Two of the 40 items were deleted with a principal component method of exploratory factor analysis because they did not meet the factor-loading criterion. The 38 items were again analyzed and, four factors were validated (KMO=.96, Bartlett ${\chi}^2=10809.81$, df=780, p<.001). The four factors accounted for 60.9% of the variance. Factor loadings of the scale on the four subscales ranged from .65 to .91. The scale showed reliable internal consistency with a Cronbach's ${\alpha}$, total 38 items (${\alpha}=.96$) in four subscales: individualization (18 items, ${\alpha}=.96$), proficiency (10, .91), responsiveness (7, .90), and coordination (3, .80). Conclusion: The findings of this study demonstrate that the scale has satisfactory construct validity and reliability to measure quality of cancer nursing care from the patient's perspective in Korea.

커피 전문점의 인지적, 감정적, 그리고 행위적 평가의 구조적 관계 (Structural Relationships of Cognitive, Emotional, and Behavioral Evaluations of Coffee Shops)

  • 김진영
    • 한국프랜차이즈경영연구
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    • 제13권3호
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    • pp.31-43
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    • 2022
  • Purpose: Service quality is a topic of constant interest in marketing research and practitioners. Service quality is an important factor influencing performance even in the context of coffee shops, and research on service quality management strategies continues by coffee shop researchers and practitioners. The service quality of coffee shops is a source of competitive advantage and is an important factor in enhancing customer and business performance. This study aims to identify the effects of cognitive evaluation on emotional and behavioral responses using a cognitive-emotional-behavioral framework and SOR model in the coffee shop context. Cognitive evaluation (service quality) consists of tangibles, responsiveness, assurance, reliability, and empathy dimensions. Research design, data, and methodology: In the proposed model, positive and negative emotions and satisfaction mediate the relationship between service quality and money to spend and visit frequency. The data were collected from customers who visited a coffee shop within the last 1 month. The survey was conducted for about one month. Among a total of 300 distributed questionnaires 261 responses were used for data analysis. The data were analyzed using frequency analysis, measurement model analysis, and structural equation modeling analysis with SPSS 28.0 and SmartPLS 4.0. Results: Tangibles, responsiveness, assurance, and empathy had significant positive effects on positive emotion, while only reliability had a significant negative effect on negative emotion. Both positive and negative emotions had significant positive effects on customer satisfaction, but not on money to spend and visit frequency. Lastly, customer satisfaction had significant positive effects on money to spend and visit frequency. Conclusions: The study revealed the relative weight of cognitive factors on customer emotions and confirmed the validity of SOR model. The fact that tangibility is the most important factor in increasing positive emotions and reliability is the most important factor in reducing negative emotions provides a direction for emotional branding strategies using the service quality mix of coffee shops. This study confirmed the full mediating role of satisfaction between positive and negative emotions and consumer behaviors (money to spend and visit frequency). This infers that when a coffee shop increases customer satisfaction through customer emotion management, the customer's money to spend and visit frequency in the coffee shop increases.

전통시장의 서비스품질요인이 고객가치, 관계품질, 행동의도에 미치는 영향 (Effects of Traditional Market Service Quality Factors on Customer Value, Relational Quality, and Behavioral Intention)

  • 추명조;정연승
    • 유통과학연구
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    • 제13권11호
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    • pp.79-92
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    • 2015
  • Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.