• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.93-116
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• 2017

Purpose: The purpose of this study is to suggest a key quality factor affecting user satisfaction based on quality attribute of weather information system and additionally, a managerial implication for activating weather information service market by analyzing causal relevance between weather information system and business performance. Methods: As its method, a causal relevance of quality factor of weather information system affecting satisfaction and business performance was analyzed by using structural equation model. An enterprise utilized in analysis sample performed a survey by targeting 186 distribution/logistics and general manufacturing company. Results: It was revealed that information, service quality of weather information system exerted a significant influence on user satisfaction and it did not take a significant influence on business performance in terms of quality of information, system and service. A significant relevance between user satisfaction and business performance was strong supported. Finally, it was revealed that utilization level of weather information system had a moderating effect on business performance. Conclusion: Domestic weather information system mainly focused on information utilization based weather information system and additional service level utilizing weather information is very low in practical terms. Therefore, in order to expand domestic weather related service market, systematic market expansion strategy of providing corporate customized service and case enlargement would be required.

• Industrial Engineering and Management Systems
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• v.4 no.2
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• pp.129-135
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• 2005

Continuous quality improvement through process refinement is a must for survival of all industries in the contemporary market place. This is true for both manufacturing and service sectors. While manufacturing has spearheaded quality efforts, the service sector has lagged behind primarily because of inherent difficulties. Customer satisfaction is perhaps the most important performance measure for service quality. There are a number of quality dimensions in service quality, such as reliability, responsiveness, assurance, empathy, and tangibles. An issue of concern is ‘how can one have a unified measure of service quality across all the dimensions?' The intent of this paper is to determine if the Analytical Hierarchy Process (AHP) method could be used to derive a single quality index. AHP is a quantitative technique that structures a multi-attribute, multi-person and multi-period problem hierarchically so that solutions are facilitated. This paper presents the development of an AHP model and the derivation of a Quality Index through it. The model is used in a hypothetical case and a quality index was developed. The advantages of using such a technique are discussed.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.33-43
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• 2007

The purpose of this study was to measure the importance of attributes: area, food quality, food type, price, service quality, which influence tourist preference of foodservice. It also identifies foodservice attributes' level combinations which confer the highest utility to tourists. Conjoint model was used for this study. The findings from this study were as follows. First, it was found that all tourists regarded food type and price as very important factors. Second, it was found that the foodservices with different attribute levels were preferred across cluster. Third, it was found that the most preferred foodservice was significantly different by cluster. Finally, the implications of the study and proposal of future study were outlined.

• Journal of Distribution Science
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• v.17 no.12
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• pp.43-54
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• 2019

Purpose: Marine transportation companies must improve service quality to secure competitive advantage and continuous relationships with customers. This study explores the value and necessity of service quality in the industry by empirically identifying the factor that would have the largest effect on the improvement of service quality, also examining whether such improvement may actually influence continuous relationships. Research design, data and methodology: Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 281 questionnaires were collected, but 68 were excluded owing to invalid responses. Results: Information service attribute had the largest effect on service quality, whereas communication did not demonstrate a significant influence. In addition, distribution and information services exerted a positive effect on service satisfaction through service quality, and finally influenced relationship continuity. Conclusions: The results shows that marine logistics service quality strategies which were centered on time or local factors, should be considered in terms of the development of innovative services. In particular the improvement of information service systems and strategies in changed business environment.

• Korean Journal of Human Ecology
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• v.21 no.2
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• pp.389-405
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• 2012

The purposes of this study were to investigate students' perception on importance and performance of service quality of university foodservice, and to examine Importance-Performance Analysis(IPA) of foodservice quality for male and female students. A total of 500 university students in Daejeon were surveyed and 432 responses were returned. Excluding responses with significant missing data, 412 responses were used for data analysis. In terms of importance of service quality attributes, 'sanitation(4.74)' category received the highest score, followed by 'food(4.36)', 'service(4.22)', 'convenience(4.01)', 'menu(3.90)' and 'atmosphere(3.73)'. In terms of performance, the highest service quality attribute was associated with 'convenience(3.30)', followed by 'service(3.06)', 'sanitation(2.95)', 'food(2.88)', 'atmosphere(2.79)' and 'menu(2.68)'. As the results of IPA, 'staff's kindness', 'overall quality of service', 'taste of the food', 'freshness of the food', 'overall quality of the food', and 'cleanliness of the facility' fell into the Quadrant IV(Focus here) for female students. On the other hand, male students' IPA grid illustrated that 'taste of the food', 'freshness of the food', 'nutrition of the food', 'sanitation of the food', and 'sanitation of the utensils' fell into Quadrant IV(Focus here).

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.38-51
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• 2007

The House of Quality(HOQ) is used in the development stage to identify important customer attributes and corresponding engineering characteristics. The importance of each customer attribute obtained in the HOQ affects to the quality of the final product or service. Traditionally, such importance is derived based on the assumption that customer satisfaction is linearly proportional to the product performance. In this paper, we propose a nonlinear function so as to relate the product performance with the customer satisfaction according to the Kano model. A performance goal is obtained by maximizing the total customer satisfaction under a cost constraint and the importance of each customer attribute is developed from the performance goal. Therefore, the proposed approach incorporates the Kano categories and the improvement cost in determining the importance of customer attributes.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.294-306
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• 2009

Although the external aspects of the family restaurant industry such as sales volume and the number of restaurants are rapidly increasing, and the environmental changes of the restaurant industry give rise to the importance of a more systematic and detailed study. The objective of this study is to examine which factors and how they influence the intention of revisit, and present an effective restaurant marketing strategy based on the analytical results by patrons and market segmentations. In order to substantiate the proposed model of this study, the SPSS Win 12.0 program was used for the statistical analysis. The results showed that service quality factors had a positive effect on satisfaction, word of mouth, recommendation and intention of revisit. The study verifies how service quality which consists of selection attribute, customer satisfaction and intention of revisit influences revisit.

• Journal of Distribution Science
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• v.11 no.12
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• pp.39-49
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• 2013

Purpose - This study attempts to examine the underlying dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) for low-cost carriers. It subsequently seeks to determine the effect of the relationships of the dimensions of service quality, airline image, and behavioral intentions on airline services to provide adequate basic information and attributes for developing differentiated and competitive service marketing strategies. Research design, data, and methodology - The survey for this study was conducted on patrons with low-cost carrier boarding experiences in districts near universities and central businesses of Seoul and Busan from 5/10/2012 to 16/10/2012. Out of 346 questionnaires, 20 questionnaires with missing data and insincere answers were excluded for this study. Collected data were processed using SPSS 18.0, and the hypothesis was verified by analyzing the structural equation model with Lisrel 8.54. First, the frequency analysis was conducted to identify universal characteristics. Second, the exploratory factor analysis and reliability analysis were conducted to identify the accuracy of the variable measurements of the construct. Third, to assess uni-dimensionality and reliability, confirmatory factor analysis was conducted. Finally, to verify the adequacy of the research model and research hypothesis, the structural model was employed. Results - The results revealed that the factors, "tangibility, reliability, responsiveness, assurance, and empathy" were shown to be the most important dimensions of service quality for the airline image of the low-cost carrier which was consistent with previous studies. Therefore, it is fair to suggest that these verified factors are crucial attributes for the brand image of low-cost carriers. Second, as reliability and responsiveness were shown to be the most important factors for behavioral intentions, it is viable to suggest that these two attributes are crucial for the sales value of low-cost carriers. Further, it was found that the brand image of low-cost carriers was closely related to behavioral intentions. Therefore, in order to ensure the competitiveness and loyalty of patrons, the airline image value is a crucial attribute. Conclusions - The result of this study established that service quality is the most important attribute for marketing to ensure competitiveness, and intensive and differentiated service marketing play a crucial role in creating profits for low-cost carrier companies. First, as tangibility is found to be the most crucial factor in ensuring service quality, quality control and maintenance of medium and small carriers must be provided to ensure reliability, as they are the main attributes of low-cost carriers. Second, in order to promote positive behavioral intentions, it is essential to enhance the value of airline image. Third, in order to ensure competitiveness, it is imperative to carry out intensive and differentiated service marketing. Therefore, to promote the image of low-cost carriers and enhance behavioral intentions, the level of service quality must be secured by developing appropriate service improvement programs.

• Journal of Korean Society for Quality Management
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• v.43 no.3
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• pp.397-408
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• 2015

Purpose: Express mail service(EMS) supplied by 'Korea POST'is an international postal service which brings letters, documents and parcels to a destination abroad in the fastest and safest way. This service is in a tough competition with global companies such as TNT, FedEx, DHL or UPS. To build an effective strategy for being competitive, an intensive study on EMS service quality should be accomplished from a customer's perspective. Methods: Kano model and improvement gap analysis are used to categorize and prioritize EMS service quality attributes. A 5-point Lickert scale is employed to apply the Kano model and improvement gap analysis. Each quality attribute can be classified as weak in comparison with competitors, critical for improvement, or potentially competitive. Results: Price, on-time delivery and delivery quality are to be kept as is; fast delivery, parking convenience and staff expertise can be potentially competitive; and the other attributes are considered to be critical for improvement. Conclusions: Fast reimbursement and proper compensation when shipping items are lost or damaged are to be improved with high priority. Efforts to secure fast delivery, parking convenience and staff expertise are needed to be competitive in the future.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.10
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• pp.4847-4854
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• 2013

It can be said that nowadays, customers don't recognize that only good quality products as selection attribute regarding products quality can satisfy them. The case in service industries is also the same. Service quality is most affected by the criteria that customers themselves evaluate. Customers who are not satisfied with services provided institutions will disregard them. In consequence, this will affect their profitability. Collected questionnaires were analyzed using SPSS v.15 for the concrete proof analysis and the results are as follows. First, Service quality works as an important factors on customer's behavior. Second, Relationship quality serves as a mediated role between service quality and customer's behavior.