• Title/Summary/Keyword: service consumer

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The Effect of Service Quality Certification on the Consumer's Value in the Lodging Industry (서비스품질인증이 소비자가치에 미치는 영향 -호텔과 펜션을 중심으로-)

  • Kim Shang Moon
    • The Korean Journal of Community Living Science
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    • v.16 no.1
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    • pp.113-121
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    • 2005
  • In this study, those previous research works are reviewed and summarized in various contexts, and this paper also describes the results of an empirical study done for the sample business workers in Korea, analyzing SQC and consumer's value. The surveyed data are statistically analysed to examine the relationship between SQC acquisition and consumer's value in the lodging industry, considering additional factors of business types of companies as well as the consumer's using purpose of service facilities. The important findings of the study can be summarized as follows: First, the business types of companies is an insignificant factor on the consumer's value by the quality certificated services, while the using purpose of service facilities(Hotel and Pension) is an significant factor. Second, the descriptive result is shown that consumers are willing to pay 21.47~31.24 % more than the un-certificated services for quality-certificated services. On the basis of these findings, some practical implications can be drawn for the effective management of the lodging industry. When a firm decides to establish a business plan, it should be considered the using purpose of service facilities.

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The Effect of Motivated Consumer Innovativeness on Perceived Value and Intention to Use for Senior Customers at AI Food Service Store

  • LEE, JeungSun;KWAK, Min-Kyu;CHA, Seong-Soo
    • Journal of Distribution Science
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    • v.19 no.9
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    • pp.91-100
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    • 2021
  • Purpose: This study investigates the use intention of artificial intelligence (AI) food service stores for senior customers, which are becoming a trend in the service industry. Research design, data and methodology: For the study, the extended technology acceptance model (TAM) and motivated consumer innovativeness (MCI) variables, proven by existing researchers, were used. In addition to the effect of motivated consumer innovativeness on customer value, we investigated the effect of customer value on trust and use intention. For the study, 520 questionnaires were distributed online by an expert survey agency. Data was verified through validity and reliability. Results: The analysis results of the research hypothesis verified that functionally motivated consumer innovativeness (fMCI), hedonically motivated consumer innovativeness (hMCI), and socially motivated consumer innovativeness (sMCI) all had positive effects on usefulness and enjoyment. Furthermore, usefulness had a statistically significant positive effect on trust, but perceived enjoyment did not; trust was found to positively affect the intention to use. Conclusions: We compared the moderating effects of seniors' gender and age (at 60) between groups. Although there was no moderating effect of age, it was verified that regarding the effect of usefulness on trust, the male group showed a greater influence than the female group.

The Effect of Hospital Mobile App Service Quality on Consumer Satisfaction, Involvement, and Reuse Intention (병원 모바일 앱 서비스 품질이 소비자 만족, 관여도, 재이용 의도에 미치는 영향)

  • Pak, SunYoung;Cho, Na-Eun
    • Korea Journal of Hospital Management
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    • v.26 no.1
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    • pp.1-16
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    • 2021
  • Purpose: The purpose of the study is to identify the influence of the hospital mobile app service quality on consumer satisfaction, involvement, and re-use intention of consumers who have experience in hospital mobile app service. Methodology: The survey was conducted on 230 users. The collected data were analyzed using correlation analysis, multiple regression analysis, and the Process Model in Hayes(2013). Findings: (1)The usability, reliability, and medical information provision among the service quality factors of hospital mobile apps had an effect on reuse intention, and consumer satisfaction partially mediated. (2)The usability and the provision of medical information were partially mediated by the involvement, which also affected the intention to reuse. (3)Only reliability showed an age-moderated effect. In reliability and re-use intent, age was a moderated mediating effect that controlled the effect of consumer satisfaction. Practical Implications: The results of this study provide initial data of mobile app services centered on hospitals and prove the type of consumer usage. It suggests that it can be used to attract potential consumers of hospitals and strategies to increase the use of mobile apps.

Impact of consumer-oriented OTT service value on OTT platform selection through consumer perception (소비자 중심의 OTT 서비스 가치가 소비자 인식을 통해 OTT 플랫폼 선택에 미치는 영향)

  • Lee, Sin-Bok;Noh, Hyeyoung
    • The Journal of the Convergence on Culture Technology
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    • v.10 no.3
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    • pp.851-860
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    • 2024
  • This study analyzes the impact of online streaming services, particularly Over The Top (OTT) services, on consumer media consumption patterns in the digital age. It examines how consumer-centric service values affect OTT platform choice, consumer satisfaction, and brand loyalty, focusing on various factors such as content diversity, ease of use, affordability, brand awareness, and personalized services. The findings reveal that content diversity, ease of use, and affordability are significant factors positively influencing consumer satisfaction and brand loyalty, thereby motivating OTT platform selection. Contrary to expectations, personalized services did not have a significant impact. This research provides critical insights for OTT service providers to enhance consumer-centric values and develop competitive service strategies.

Effects of Service Habit on Customer Purchase in a Coffee Shop: Focused on Female University Students (커피 전문점에서 서비스 습관이 구매에 미치는 영향: 여대생을 중심으로)

  • Kim, Byoungsoo
    • The Journal of the Korea Contents Association
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    • v.15 no.11
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    • pp.447-455
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    • 2015
  • In the highly competitive coffee market, it is important to understand consumer purchase mechanism. Although consumers repeat decision-making about coffee purchase, most studies on service management do not consider habit construct. This study identifies repurchase intention and service habit as key drivers of comsumer purchase. Moreover, thus study investigates the effects of consumer satisfaction, perceived service quality, and brand awareness on consumer's purchase behavior. Data collected from 233 female university students were empirically tested against a research model using partial least squares. The analysis results showed that service habit significantly influences comsumer purchase, whereas purchase intention does not affect it. Both consumer satisfaction and brand awareness play an important role on the formation of service habit. Moreover, the results found that perceived service quality significantly affects consumer satisfaction.

An Empirical Study on the Use of Trade Insurance by Korea Agricultural and Marine Products Trading Companies (한국 농수산물 수출업체의 무역보험상품 이용에 관한 실증분석)

  • PAK, Myong-Sop;PAK, Young-Hyun
    • THE INTERNATIONAL COMMERCE & LAW REVIEW
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    • v.66
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    • pp.285-312
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    • 2015
  • Export and import of food, agriculture, forestry, fishery products are suffering from low growth rate due to the European financial crisis, global recession, and Japan's 2012 export expansion following the aftermath of 2011 earthquake. Upon the signing and enactment of Free Trade Agreement with the U.S. and the EU, agriculture and fishery product have become the center of attention. Agriculture and fishery was reported to be 80million dollars, 1.46% of total national export, in 2012. Starting from2000, South Korea's government began its effort to expand agriculture and fishery export and as a result, export has steadily increased despite decreased consumption led by global recession. K-Sure has started an insurance program with the purpose of promoting SME business's export. It protects SME business against risk arising from credit, emergency, bad debt, and domestic price increase. This study aims to evaluate the service quality of K-Sure's insurance program via surveying SME businesses in the agriculture and fishery industry. Also this study will identify key service factors for SME businesses and explore ways to expand SME exports of agriculture and fishery by analyzing consumer satisfaction index. Results indicated service product quality factor, service communication quality factor, and social quality factor was key to improving consumer satisfaction for SME businesses in agriculture and fishery industry. Service product quality factor had a negative effect on consumer satisfaction in term of variety and results indicated that service communication quality factor's responsiveness element had minimal impact on consumer satisfaction. Conversely, all elements for social quality factor had positive effects on consumer satisfaction. Thus, leading to the conclusion that improvements in service product quality factor and service communication quality factor will indeed increase consumer satisfaction.

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Developing Dental Service Guideline for Disabled Patients - Using Service Design Methods - (장애인 구강의료기관을 위한 서비스지침 개발 - 서비스디자인 기법을 활용하여 -)

  • Kim, So Yun;Paik, Hye-Ran;Kim, Young-Jae
    • Korea Journal of Hospital Management
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    • v.22 no.3
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    • pp.118-132
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    • 2017
  • This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.

Consumer Satisfaction Model with Educational Services in Higher Education (대학교육서비스에 대한 소비자만족 모델구축)

  • Kim, Mi-Ra;Hwang, Duck-Soon
    • Journal of Families and Better Life
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    • v.24 no.6 s.84
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    • pp.17-31
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    • 2006
  • The purpose of this study was to develop the model of consumer satisfaction with educational services in higher education on the basis of expectation-disconfirmatiom theory. The major findings were as follows : 1. The level of consumer satisfaction with educational services in higher education was low. Among the four dimensions of the educational services in higher education, the level of consumer satisfaction was the highest with 'education' and lowest with cost. 2. In the model of national university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the additional service had the greatest casual effect among them. 3. In the model of private university, the perceived performance of the core service, the disconfirmation of the core service, the perceived performance of the additional service, the disconfirmation of the additional service had a casual effect. The perceived performance of the core service had the greatest casual effect among them.

psXML: A New XML-based Standard Protocol for Service-oriented, Open Architecture of Consumer Portal (psXML: 서비스 중심적 개방형 아키텍처를 가지는 수용가포털을 위한 XML 기반의 표준화)

  • Hong, Jun-Hee;Choi, Jung-In;Kim, Jin-Ho;Kim, Chang-Sub;Son, Sun-Young;Choi, Jun-Young
    • Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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    • v.21 no.10
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    • pp.108-117
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    • 2007
  • RConsumer Portal is defined as "a combination of hardware and software that enables two-way communication between energy service providers(ESP, like KEPCO) and equipment within the consumer's premises". The portal provides both a physical link(between wires, radio waves, and other media) and a logical link(translating among language-like codes and etiquette-like protocols) between in-building and wide-area access networks. Thus, the consumer portal is an important, open public shared infrastructure in the future vision of energy services. This paper presents an XML based standard specification of service-oriented, open protocol for consumer portal system architecture. In the framework level, the XML protocol provides a useful bridge between services and platforms. The proposed standard protocol has been implemented into our developing consumer portal pilot system. The results imply the potential of global standards for consumer portal system by its minimum overhead in network and processor. The reposed XML is designated psXML in this paper.

Effects of Service Quality in Internet Shopping Mall on Electronic Commerce Performance (인터넷쇼핑몰의 서비스 품질이 전자상거래 성과에 미치는 영향)

  • Yoo, Il;Na, Kwang-Yoon;Choi, Hyuk-Ra
    • The Journal of Society for e-Business Studies
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    • v.4 no.3
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    • pp.77-94
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    • 1999
  • The Electronic Commerce is expected as one of the most prospective industries in the 21th century, This research performed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall, Service quality measures five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.

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