• Title/Summary/Keyword: service quality.

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The Effects of Online Service Quality on Consumer Satisfaction and Loyalty Intention -About Booking and Issuing Air Tickets on Website- (온라인 서비스 품질이 고객만족 및 충성의도에 미치는 영향 -항공권 예약.발권 웹사이트를 중심으로-)

  • Park, Jong-Gee;Ko, Do-Eun;Lee, Seung-Chang
    • Journal of Distribution Research
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    • v.15 no.3
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    • pp.71-110
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    • 2010

  • 1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is

    . 3.2 Hypotheses 3.2.1 The Hypothesis of On-line Service Quality and Overall Service Quality The relation between on-line service quality and overall service quality I-1. Efficiency of on-line service quality may have a significant effect on overall service quality. I-2. System availability of on-line service quality may have a significant effect on overall service quality. I-3. Fulfillment of on-line service quality may have a significant effect on overall service quality. I-4. Privacy of on-line service quality may have a significant effect on overall service quality. 3.2.2 The Hypothesis of On-line Service Recovery and Overall Service Quality The relation between on-line service recovery and overall service quality II-1. Responsiveness of on-line service recovery may have a significant effect on overall service quality. II-2. Compensation of on-line service recovery may have a significant effect on overall service quality. II-3. Contact of on-line service recovery may have a significant effect on overall service quality. 3.2.3 The Hypothesis of Overall Service Quality and Customer Satisfaction The relation between overall service quality and customer satisfaction III-1. Overall service quality may have a significant effect on customer satisfaction. 3.2.4 The Hypothesis of Customer Satisfaction and Loyalty Intention The relation between customer satisfaction and loyalty intention IV-1. Customer satisfaction may have a significant effect on loyalty intention. 3.2.5 The Hypothesis of a Mediation Variable Wolfinbarger & Gilly(2003) and Parasuraman, Zeithaml & Malhotra(2005) had made clear that each dimension of service quality has a significant effect on overall service quality. Add to this, the authors analyzed empirically that each dimension of on-line service quality has a positive effect on customer satisfaction. With that viewpoint, this study would examine if overall service quality mediates between on-line service quality and each dimension of customer satisfaction, keeping on looking into the relation between on-line service quality and overall service quality, overall service quality and customer satisfaction. And as this study understands that each dimension of on-line service recovery also has an effect on overall service quality, this would examine if overall service quality also mediates between on-line service recovery and each dimension of customer satisfaction. Therefore these hypotheses followed are set up to examine if overall service quality plays its role as the mediation variable. The relation between on-line service quality and customer satisfaction V-1. Overall service quality may mediate the effects of efficiency of on-line service quality on customer satisfaction. V-2. Overall service quality may mediate the effects of system availability of on-line service quality on customer satisfaction. V-3. Overall service quality may mediate the effects of fulfillment of on-line service quality on customer satisfaction. V-4. Overall service quality may mediate the effects of privacy of on-line service quality on customer satisfaction. The relation between on-line service recovery and customer satisfaction VI-1. Overall service quality may mediate the effects of responsiveness of on-line service recovery on customer satisfaction. VI-2. Overall service quality may mediate the effects of compensation of on-line service recovery on customer satisfaction. VI-3. Overall service quality may mediate the effects of contact of on-line service recovery on customer satisfaction. 4. Empirical Analysis 4.1 Research design and the characters of data This empirical study aimed at customers who ever purchased air ticket at the Web sites for reservation and issue. Total 430 questionnaires were distributed, and 400 were collected. After surveying with the final questionnaire, the frequency test was performed about variables of sex, age which is demographic factors for analyzing general characters of sample data. Sex of data is consist of 146 of male(42.7%) and 196 of female(57.3%), so portion of female is a little higher. Age is composed of 11 of 10s(3.2%), 199 of 20s(58.2%), 105 of 30s(30.7%), 22 of 40s(6.4%), 5 of 50s(1.5%). The reason that portions of 20s and 30s are higher can be supposed that they use the Internet frequently and purchase air ticket directly. 4.2 Assessment of measuring scales This study used the internal consistency analysis to measure reliability, and then used the Cronbach'$\alpha$ to assess this. As a result of reliability test, Cronbach'$\alpha$ value of every component shows more than 0.6, it is found that reliance of the measured variables are ensured. After reliability test, the explorative factor analysis was performed. the factor sampling was performed by the Principal Component Analysis(PCA), the factor rotation was performed by the Varimax which is good for verifying mutual independence between factors. By the result of the initial factor analysis, items blocking construct validity were removed, and the result of the final factor analysis performed for verifying construct validity is followed above. 4.3 Hypothesis Testing 4.3.1 Hypothesis Testing by the Regression Analysis(SPSS) 4.3.2 Analysis of Mediation Effect To verify mediation effect of overall service quality of and , this study used the phased analysis method proposed by Baron & Kenny(1986) generally used. As shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : efficiency=.164, system availability=.074, fulfillment=.108, privacy=.107) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : efficiency=.409, system availability=.227, fulfillment=.386, privacy=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service quality and satisfaction. As
    shows, Step 1 and Step 2 are significant, and mediation variable has a significant effect on dependent variables and so does independent variables at Step 3, too. And there needs to prove the partial mediation effect, independent variable's estimate ability at Step 3(Standardized coefficient $\beta$eta : responsiveness=.164, compensation=.117, contact=.113) is smaller than its estimate ability at Step 2(Standardized coefficient $\beta$eta : responsiveness=.409, compensation=.386, contact=.237), so it was proved that overall service quality played a role as the partial mediation between on-line service recovery and satisfaction. Verified results on the basis of empirical analysis are followed. First, as the result of , it shows that all were chosen, so on-line service quality has a positive effect on overall service quality. Especially fulfillment of overall service quality has the most effect, and then efficiency, system availability, privacy in order. Second, as the result of , it shows that all were chosen, so on-line service recovery has a positive effect on overall service quality. Especially responsiveness of overall service quality has the most effect, and then contact, compensation in order. Third, as the result of and , it shows that and all were chosen, so overall service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on loyalty intention. Fourth, as the result of and , it shows that and all were chosen, so overall service quality plays a role as the partial mediation between on-line service quality and customer satisfaction, on-line service recovery and customer satisfaction. 5. Conclusion This study measured and analyzed service quality and service recovery of the Web sites that customers made a reservation and issued their air tickets, and by improving customer satisfaction through the result, this study put its final goal to grope how to keep loyalty customers. On the basis of the result of empirical analysis, suggestion points of this study are followed. First, this study regarded E-S-QUAL that measures on-line service quality and E-RecS-QUAL that measures on-line service recovery as variables, so it overcame the limit of existing studies that used modified SERVQUAL to measure service quality of the Web sites. Second, it shows that fulfillment and efficiency of on-line service quality have the most significant effect on overall service quality. Therefore the Web sites of reserving and issuing air tickets should try harder to elevate efficiency and fulfillment. Third, privacy of on-line service quality has the least significant effect on overall service quality, but this may be caused by un-assurance of customers whether the Web sites protect safely their confidential information or not. So they need to notify customers of this fact clearly. Fourth, there are many cases that customers don't recognize the importance of on-line service recovery, but if they would think that On-line service recovery has an effect on customer satisfaction and loyalty intention, as its importance is very significant they should prepare for that. Fifth, because overall service quality has a positive effect on customer satisfaction and loyalty intention, they should try harder to elevate service quality and service recovery of the Web sites of reserving and issuing air tickets to maximize customer satisfaction and to secure loyalty customers. Sixth, it is found that overall service quality plays a role as the partial mediation, but now there are rarely existing studies about this, so there need to be more studies about this.

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    • An Empirical Study on the Perceived Service Quality in the Shipping Service : Primarily on SERVQUAL, SERVPERF, and EP Model (해운서비스의 지각된 서비스품질에 관한 연구 - SERVQUAL, SERVPERF 및 EP 모형을 중심으로 -)

    • 신한원;김성국;이정관
      • Journal of the Korean Institute of Navigation
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      • v.23 no.3
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      • pp.75-89
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      • 1999

    • The importance of service quality in any service industry cannot be disputed. Shippers have increased expectations concerning the quality of shipping service they receive and carriers are struggling to meet these expectations. This struggle between shipper and carriers would suggest that there is room to improve much more understandings of how shipper define shipping service quality in the carriers' perspectives. This is an empirical investigation and study on the measurement of customer response and service quality as perceived by customer in the international transportation logistics system. The purpose of this study is to clarify factors of shipping service quality on the basis of service marketing concept. In order to fulfill the objectives, this paper combined research tools that include both empirical study and documentary research. Data was gathered from 132 freight forwarder by the use of questionnaire. In this study, the established hypotheses were generated on the basis of the service quality evaluation model(SERVQUAL, SERVPERF, and EP) and Gap model.

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    The Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in the Commercial Banks in Uganda

    • Mohamud, Jibril Abdi
      • East Asian Journal of Business Economics (EAJBE)
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      • v.5 no.1
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      • pp.27-32
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      • 2017

    • The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

    • https://doi.org/10.20498/eajbe.2017.5.1.27 인용 PDF

    A study on the analysis of Service Quality attribute using Fuzzy numbers in Public sector (퍼지수를 이용한 공공부문의 서비스 품질 속성분석에 관한 연구)

    • Lee Seok-Hoon;Kim Yong-Pil;Yun Deok-Gyun
      • Journal of Korean Society of Industrial and Systems Engineering
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      • v.27 no.4
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      • pp.94-104
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      • 2004

    • This paper proposed a new method to evaluate service quality attribute of perceived service quality in public sectors, using triangle fuzzy numbers and hamming distance. Our method measured the ratio of the expected and perceived service for the customers' perceived service quality. By using fuzzy numbers, This method not only overcomes linguistic variable problems but also provides more objective and direct information for service quality attributes. The discrepancy rate between expected service and perceived service that is perceived service quality is evaluated by hamming distance. To evaluate the discrepancy rate from hamming distance, we induced general solutions to compute the intersection area between two triangle fuzzy numbers and the weak or strong attributes in public sectors are clarified.

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    Examination of the Gap between Customer's Perception and Foodservice Provider's Perception of Service Quality in Restaurants (외식엽체에서 제공하는 서비스 품질에 대한 고객과 서비스 제공자의 인식의 차이점 분석)

    • 양일선;김성혜;김동훈
      • Korean Journal of Community Nutrition
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      • v.4 no.3
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      • pp.466-478
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      • 1999

    • A significant gap can exist between what customers expect in foodservice and what service providers deliver to customers. Reducing the gap and enhancing service quality plays a key role in increasing customer satisfaction and repurchase intentions. The purpose of this study was to investigate the personal and operational characteristics that affect the customer perceptions of service quality, to analyze the overall satisfaction and repurchase intention of customers, and to study the service quality gap between customer and foodservice provides. 427 customers and 278 foodservice providers in 82 fast food and family restaurants were surveyed. T-test, ANOVA, Correlation Analysis, and Multiple Regression were used for statistical analysis, The results of this study were as follows: 1) Among the personal characteristics of customers, sex affected the preception of 'General Management' and 'Reputation', and the expense per person showed a correlation with service quality. 2) Among the operational characteristics, the type of restaurant, months since opening, and the number of seats had a significant impact on service quality, while the seat turnover rate showed a negative correlation with service quality. 3) Among the human resource characteristics, the proportion of part-time employees had a negative correlation with service quality, and in general, the training program for full-time employees led to a higher degree of customer perception of service quality. 4) Six dimensions of service quality accounted for 38.39% of customer satisfaction in Multiple Regression. 5) The overall satisfaction of customers willing to repurchase was significantly higher than that of the non-repurchase customers. 6) The operational characteristics explained over 35% for the service quality gap among the customers and the service providers in Multiple Regression.

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    Assessing the Effects of Service Quality, Experience Value, Relationship Quality on Behavioral Intentions

    • TRAN, Van Dat
      • The Journal of Asian Finance, Economics and Business
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      • v.7 no.3
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      • pp.167-175
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      • 2020

    • The study aims to examine the relationships between service quality, experience value, relationship quality and behavior intentions. Validated measurements were identified from a literature review. The total of 309 valid respondents were used in this research. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on the 309 responses using confirmatory factor analysis and a structural equation modeling, accordingly. In addition, this study systematized the concepts, defined and tested the component scales of the relationship model between service quality, experience value, relationship quality and behavior intentions from the collected data, which helps to adequately identify the relationship between the factors in the model as well as the impact. The findings confirm that service quality influences experience values, relationship quality and purchase intention. Service quality, experience value, relationship quality and behavior intentions altogether are not well understood in current literature despite the important implication for managers, academicians and consumers alike. Contributes to a better fit between relationship marketing models and managerial practice in business markets. This study provides managerial implications regarding service quality and experience value so that firms and marketers can consult and apply. Managers should not only focus on the improvement of service quality but overall strategic planning.

    • https://doi.org/10.13106/jafeb.2020.vol7.no3.167 인용 PDF KSCI HTML

    A Study of General Reducing Criteria of Customer -Oriented Perceived Gap for Hotel Service Quality

    • Chen, Ching-Piao;Deng, Wei-Jaw;Chung, Yi-Chan;Tsai, Chih-Hung
      • International Journal of Quality Innovation
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      • v.9 no.1
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      • pp.113-133
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      • 2008

    • In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

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    A Study on the Service Quality Assessment Utilizing 6 Sigma - Focused on Domestic Banks - (6 시그마를 활용한 서비스품질 평가에 관한 연구 - 국내 은행을 중심으로 -)

    • Kim, Jong-Hoon;Song, Gwang-Suk;Yoo, Han-Joo
      • Journal of Korean Society for Quality Management
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      • v.39 no.4
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      • pp.527-542
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      • 2011

    • The importance of service industry in national economy is getting increasing due to current trend of aging society and increasingly desire for better quality of life. However, the level of labor productivity in domestic service industry is lower than Japan and Germany that are typically strong in manufacturing industry. Difficulty of process control and measurement in accordance with variability and intangibility which are features of service industry, is considered as the cause of this poor labor productivity in Korea. This study aims to present managerial implications by calculating sigma levels on branch bank service quality and suggesting the quality dimensions of banks can be checked through a gap comparison between the sigma level on service quality in the whole banks and service quality in each bank. Quality level presented by the KS-SQI is applied to the measurement method that Yoo Han Joo and Song Kwang Seok suggested in 2006. Spss18.0 is used as an analysis tool. As a result of factorial analysis, 7 dimensions of service quality in KS-SQI can be divided into new 3 dimensions of service quality. This study also suggests that width and number of questions in previous questionnaire shall be extended. The whole of the bank service quality level is evaluated 3 sigma. The research help banks to figure out their service quality level through gap comparison objectively.

    • https://doi.org/10.7469/JKSQM.2011.39.4.527 인용 PDF KSCI

    Service Quality Systems Related Ceremony (예식 서비스 관련 품질 시스템)

    • Choi, Sung-Woon
      • Proceedings of the Safety Management and Science Conference
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      • 2007.11a
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      • pp.469-474
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      • 2007

    • This study presents service quality systems such as wedding ceremony service, postpartum care service, funeral home services, crematory services, cemetry and charnel grave services, and charnel house services. These service quality systems include process, infrastructure, and terminology.

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    Influence of education service quality on major satisfaction in the dental hygiene students (일부 전문대학 치위생과 교육 서비스 품질이 학생만족도에 미치는 영향)

    • Shin, Seon-Haeng
      • Journal of Korean society of Dental Hygiene
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      • v.16 no.4
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      • pp.549-557
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      • 2016

    • Objectives: The purpose of the study is to investigate the influence of education service quality on major satisfaction in the dental hygiene students. Methods: A self-reported questionnaire was completed by 271 dental hygiene students in Seoul from April 1 to 20, 2016. The questionnaire consisted of general characteristics of the subjects(6 items), education service quality (27 items), and major satisfaction of students(23 items). The instrument for education service quality was adapted from Parasuraman and modified by Park & Lee. Likert 5 point scale adaptation included physical environment, reliability, responsiveness, certainty, empathy, class professors, administrative facilities, and school activities accessibility. Cronbach's alpha test in the study was 0.956 in education service quality and 0.951 in major satisfaction. Results: The education service quality was 3.1 points. The lower grade students tended to have the higher education service quality (p<0.001). The satisfaction to class professors was 3.2 points. The education service quality had a significant positive relation to major satisfaction. The satisfaction was positively influenced by physical environment, responsiveness, certainty, and empathy. Conclusions: A positive motivation to education service quality leads to major satisfaction. A variety of strategies are very important to enhance the education specialization.

    • https://doi.org/10.13065/jksdh.2016.16.04.549 인용 PDF KSCI
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