• Proceedings of the Safety Management and Science Conference
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• 2005.11a
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• pp.264-275
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• 2005

This paper is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, interactional, and distributive justice have affirmative relation with trust, and also trust has close relation with service quality. Therefore, trust appeared to have fully mediating effect on the relationship between organizational justice and service qualify.

• Communications of Mathematical Education
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• v.36 no.4
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• pp.535-558
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• 2022

In the current society, where statistical literacy is recognized as an important ability, statistical education utilizing the statistical problem solving, a series of processes for performing statistics, is required. The result interpretation stage is especially important because many forms of statistics we encounter in our daily lives are the information from the analysis results. In this study, data on private education were provided to pre-service mathematics teachers, and a project was carried out in which they could experience a statistical problem solving process using the population mean estimation. Therefore, this study analyzed the characteristics shown by pre-service mathematics teachers during the result interpretation stage. First, many pre-service mathematics teachers interpreted results based on the data, but the inference was found to be a level of 2 which is not reasonable. Second, pre-service mathematics teachers in this study made various kinds of decisions related to public education, such as improving classes and after-school classes. In addition, the pre-service mathematics teachers in this study seem to have made decisions based on statistical analysis results, but they made general decisions that teachers could make, rather than specifically. Third, the pre-service mathematics teachers of this study were reflective about the question formulation stage, organizing & reducing data stage, and the result interpretation stage, but no one was reflective about the result interpretation stage.

• Journal of Korean Academy of Nursing Administration
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• v.4 no.2
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• pp.307-319
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• 1998

This study is an empirical investigation and study on the measurement of nursing service quality as perceived by patients. A series of H1. H2. H3 alternative hypotheses were tested using a sample of 250 patients in Taegu City. Korea. HI hypothese were tested for application of five component of service quality (SERVQlTAL and SE RPERF : tangiblity. reliability. responsiveness. accessibility. understandability) in Taegu area Hospitals. Validity test - the five components of service quality were rearranged into two components of service quality (personal factor. nonpersonal factor). Although SERVQUAL was verified in USA. application for five components of service quality in Korea indicated that it need more analytical studies. Nobody can deny the fact that the recent growth of the nursing service quality is one of the most important driving forces of hospital management. In many hospitals. the nursing quality charges more than 50% of the medical service quality. As a result. many hospital managers should be enormous interests in the investment potentiality of the nursing service. However. doesn't many researchers invest their time and effort on the research of the quality control in nursing service. Nursing service management is the process to satisfy customer's desires and expectations through the various service activities. Presently nursing service are being faced with three Common tasks of improving quality of nursing service. competitively differential advantage and productivity because of quantitative expansion of Nursing service. Such a phenomenon is also found in our medical service industry. resulting from increasing demands for medical service owing to national medical insurance policy and consumer's attitude change emphasizing prevention of illness. excessiveness of medical facilities in large cities and increasing medical lawsuits due to influence of consumerism. Therefore. under such circumstances. this research on nursing service is conducted from nursing managements to improve the nursing service quality problems faced by medical institutions. The results of this theoretical/empirical research are as follows: 1. Nursing service Quality is regarded as patients' perceived quality and evaluated on the basis (5 dimension) of technical and functional quality. 2. Nursing service Quality is a concept of patients evaluation on the measurable multi-dimensions intrinsic and extrinsic attributes of service. 3. Nursing service Quality is conceptually defined as the difference between the perceived service and the expected service. 4. Korean consumers trend to evaluate nursing service quality based on such dimensions as responsiveness and reliability. understandability. accessibility. tangibility. 5. After analyzing whether or not there are some differences in respective medical institution. it was found that there are significant difference on understandability. reliability. communicability. courtesy. competence. 6. After analyzing the difference between the expected nursing service and the nursing perceived service, it was found that the expected nursing service is higher than the perceived service in every medical institution. 7. HI hypothesis was tested with regard to the validity test between SERVQUAL and SERVPERF in nursing service quality. The result of validity test between SERVQUAL and SERVPERF was found to have differential result. That is the R2 of SERVPERF is higher than that of SERVQUAL. Therefore. HI was verified in nursing management. H2. H3 hypotheses were tested whether or not the nursing service quality and patient satisfaction is the preceding variable. The result of H2 hypothes is that the nursing service quality is the preceding variable of patient satisfaction and the patient satisfaction is that of revisiting intention. After analyzing whether or not there is any differences on the demographic variable of five nursing service quality factor. it was found that there are statistically significant differences on communicability and courtesy at the sex. understand ability. accessibility and tangibility at the age. understandability at the academic background respectively.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.195-201
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• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• International Commerce and Information Review
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• v.4 no.2
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• pp.187-199
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• 2002

Global economy these days is characterized with an unlimited competition due to Globalization and Information Age. Expansion of E-business accelerates informationized and globalized society and also intensifies market competition. As a result, global economy gradually develops to knowledge-based economy, and Business Service Industry becomes essential to the production increase in the manufacturing industry as well as its high added value comes into the spotlight as one of rapidly growing business industry. Business Service Industry has not yet been academically established, however, it may be defined as the industry of which production is a mediating service in the production process rather than in the final consumption. The export of the manufacturing industry has traditionally played mainstream role in Korea where economic development has been centered on the manufacturing export. However, as with increasing emphasis on the role of service sector and highly developed industrial field in the national economy, not only the relationships between manufacturing industry and service industry becomes rapidly more involved, but also the importance of highly competitive service industry becomes emphasized in accordance with open global economy after WTO system takes off. Now it is time we come to the realization that service is in the center of national competitive power as a result of global door open in all service industry.

• Journal of Distribution Science
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• v.16 no.1
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• pp.29-36
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• 2018

Purpose - The purpose of the research is to further explore the understanding of the nature of the brand distribution service (i.e., service brand) by undertaking a quantitative investigation. We focus on the role of customer's perception of service brand on the customer value creation process. Research design, data, and methodology - This study used single cross-sectional design and 137 airline passengers as respondents using a convenience random sampling. We distributed the online questionnaires by email address. The empirical setting for this research is airline service in Indonesia with a consideration that airline service has the useful context for this research as the service delivery process involve extensive customer interactions with the airline and its employees. We then analyzed the data using multiple regression (step-wise) method to fulfill the research objectives. Results - Using the step-wise regression method, the result shows that the influential factors to create customer value are cost and company image. The result suggests a company to improve its costs components and its company image in order to increase the customer value. Conclusions - The research shows that costs play a critical role, and completed with the company image to form the customer value variable. This shows that mostly customer formed their value based on costs they sacrificed. Mainly, this evaluation is monetary cost based, while Indonesian customers tend to have a high value for money demands.

• Journal of Information Technology Services
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• v.21 no.3
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• pp.43-61
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• 2022

With the development of information technology, IT-based services in public administration has become more indispensable. As a result, the importance of IT maintenance projects to improve the efficiency of IT services and secure service levels is growing. Due to the nature of IT maintenance projects on local government, which mainly involve small and medium-sized IT companies in the region, business participating companies often do not have an appropriate methodology for service quality management. To solve this situation, the government has prepared a service level agreements (SLAs) that can be applied to IT maintenance projects. However, most local governments do not use SLAs for IT maintenance projects. As a result, various problems such as failure of the IT maintenance project or deterioration of quality are occurring Thus, this paper suggested major indexes to evaluate which service factors affect the efficient operation of information systems and the improvement of service quality in IT maintenance projects of local governments and analyzed the importance of indexes based on AHP method. Using this research method, this study found the theoretical implications on the outsourcing service of IT maintenance.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.111-123
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• 2017

This study aimed at finding the ways to improve competitiveness of Korean low cost carriers in the highly competitive air transport market by understanding the relation among the influence of prior knowledge, service quality on customer satisfaction and reuse intention. The result of the research is as the following. At first, the influence of prior knowledge on customer satisfaction and reuse intention was statistically significant. The result indicates that customers who have much prior knowledge are more likely to be satisfied and to reuse. Secondly, the test for finding out the influence of service quality on customer satisfaction and reuse intention was statistically significant also. Thirdly, the results revealed that customer satisfaction positively influenced reuse intension. The influence of service quality on customer satisfaction and reuse intention reached the same research result compared with the existing literature.

• Korean journal of food and cookery science
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• v.30 no.2
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• pp.228-238
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• 2014

This study identified the importance and performance perceptions of funeral foodservice service quality toward funeral foodservice employees, chief mourners/the bereaved and funeral visitors. Data were collected using self-administered questionnaires from 102 funeral foodservice employees, 71 chief mourners/the bereaved and 293 funeral visitors. According to the result of the survey, 'hygienic food production process' was recognized as the most important attribute while 'neat appearance of food' had the least performance. By comparing the importance of service quality attributes between three subject groups, it can be identified funeral foodservice employees had the highest recognition while funeral visitors had the lowest (p<0.001). Furthermore, funeral foodservice employees had a significantly high performance level compared to chief mourners/the bereaved in all 19 service quality attributes (p<0.001). The IPA result toward funeral foodservice employees indicated the following attributes that required improvements: 'reasonable menu price' and 'kindness of helpers'. Another IPA result from chief mourners/the bereaved recognized 'reasonable menu price' as a service priority. Overall, implications for funeral foodservice managers regarding service quality improvement are discussed.

• Journal of the Korean Society of Food Culture
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• v.31 no.4
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• pp.339-347
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• 2016

With the interest on operational efficiency due to the rapid growth of food material distribution industry and food service industry, the study adopts DEA (Data Envelopment Analysis) model and examines to measure the technological, pure technical and scale efficiency those companies engaging in the food material distribution and food service business. As a result of analysis, the companies operating integrated business have relatively higher efficiency than those operating only food material distribution or food service companies while the result indicates that three efficiencies don't have significant difference depending on whether affiliated companies or not. In the results from the measuring by DEA.