• Journal of Industrial Convergence
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• v.4 no.1
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• pp.109-132
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• 2006

The purpose of this paper is to examine the relationships among service quality, corporate image, and customer satisfaction of a financial institution in J city of Gyeongnam. The results show as follows. First, service quality affects positively corporate image. Second, service quality affects positively customer satisfaction. Third, corporate image affects positively customer satisfaction. Specifically, among the dimensions of service quality, the most significant predictor of corporate image is responsiveness, while the most significant predictor of customer satisfaction is tangibles. Further discussion and managerial implications can be drawn from these findings.

• Korean Management Science Review
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• v.26 no.3
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• pp.133-144
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• 2009

In this study, we investigated the effects of service quality factors on overall satisfaction of medical treatment service. Especially, we focused on the differences between patients and guardians in impact of service quality factors. The data was gathered by using a structured questionnaire from 220 patients and 220 guardians. Based the factor analyses, we derived the five factors of medical service quality-process, speciality, kindness, convenience of facilities, and cleanness. Then, we examined the effects of the five service quality factors on guardians' satisfaction as well as on patients' satisfaction. The results of the empirical study showed that the kindness is more important to patients than to guardians whereas the speciality is more important to guardians than to patients.

• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.931-936
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• 2007

To understand the relationship between factors influencing customers' intention to switch from current banking services to mobile banking service. We first investigates immediate influence of customers' satisfaction with existing banking service and attractiveness of mobile banking as an alternative service. We further examines the moderating effect of alternative service attractiveness that influences the relationship between existing service satisfaction and switching intention to mobile banking service.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.11a
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• pp.191-195
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• 2006

Recent studies show that effective service recovery has a positive influence on customer satisfaction and loyalty. We also see the positive relationships among logistics service quality, customer satisfaction and repurchase intentions. Most logistics service suppliers have strategy regarding service recovery and logistics service quality. Therefore, we try to find simultaneous influence of service recovery and logistics service quality on customer satisfaction in the online shopping mall case. We, furthermore, examine the relationship among satisfaction and relationship quality.

• Journal of the Korean Society of Food Culture
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• v.33 no.6
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• pp.550-557
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• 2018

This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.

• Journal of the Korea Fashion and Costume Design Association
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• v.22 no.4
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• pp.105-113
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• 2020

This study examines the effects of job stress on employees in the beauty service industry and the consequences on job satisfaction and organizational commitment. Based on the analysis of the job stress of beauty employees, the purpose of the study is to identify the beauty service industry's problems and present marketing implications. First, it was found that employees' job stress in the beauty service industry harmed job satisfaction. Beauty workers with a high job satisfaction increase the quality of service for customers, which can increase the customer's store loyalty, helping the beauty service industry's work performance, thereby further increasing job satisfaction by reducing job stress. Second, it was found that employees' job stress in the beauty service industry harmed organizational commitment. The higher the organizational commitment is, the more sense of belonging is created, which in turn can improve the work performance of the beauty industry workers and reduce the turnover rate. Therefore, it is necessary to find a way to increase organizational commitment by reducing beauty workers' job stress. Third, it was found that employees' job satisfaction in the beauty service industry had a positive effect on organizational commitment. These results show that the higher the job satisfaction related to the beauty worker's current job satisfaction, current salary satisfaction, satisfaction with the boss, satisfaction with the work environment, and passion for the job, the higher the organizational commitment.

• Korea Journal of Hospital Management
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• v.27 no.2
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• pp.34-43
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• 2022

Objective: Telemedicine service is gaining importance in remote military areas. This study aimed to explore the mediating effect of user satisfaction on the association between military telemedicine service's quality and customer loyalty. Methods: The research data comprised the results of a satisfaction survey on 1,116 military telemedicine satisfaction surveys conducted from November 1 to November 31, 2021. T-tests and ANOVA were analyzed to confirm the difference in satisfaction and loyalty according to the general characteristics of the study subjects. User satisfaction, customer loyalty, and mediating effects were analyzed using multiple linear regression analysis. Results: Among the study subjects, 458 were affiliated with the Army, 68 with the Navy, and 36 with the Air Force. Among the quality of telemedicine service, tangibility, reliability, and empathy affected user satisfaction while reliability and empathy affected customer loyalty. Since the standardized coefficient beta of empathy was 0.150 (P=0.018), it was confirmed that it significantly affected customer loyalty by mediating user satisfaction. Conclusion: The telemedicine service's quality affects users' satisfaction and customer loyalty. Moreover, there was the mediating effect of user satisfaction on the association between telemedicine service and customer loyalty. Therefore, the reliability and reliability of the current telemedicine service can be improved through the replacement of outdated equipment and performance improvement, expansion of medicines in telemedicine units, and improvement of medical services through periodic CS education to increase the customers' satisfaction and loyalty.

• Culinary science and hospitality research
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• v.9 no.1
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• pp.51-64
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• 2003

The study aimed at conducting the comparative analysis of the service quality and the degree of satisfaction in the area of foods and beverages between recreational hotels and business hotels. Thus the quality of service was set up as tangibleness, reliability, responsive quality, confidentiality and sympathetic quality; the customer satisfaction was classified into the overall satisfaction and the degree of satisfaction of experience in using and analyzed. As the result of it, business hotels indicated higher than recreational hotels in tangibleness, reliability, confidentiality, the overall satisfaction and the degree of satisfaction of experience in using. Even in the effects of the service quality on the degree of satisfaction, there was difference between recreational hotels and business hotels. In conclusion, there is difference in the service quality and the degree of satisfaction on foods and beverages between recreational hotels and business hotels. Besides, to improve the degree of satisfaction on the field of foods and beverages of hotels, it is most important to understand the characteristics of main customers who use hotels.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.5 s.164
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• pp.826-835
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• 2007

The purpose of this study was to identify factors evaluating beauty service and to find determinants of consumer satisfaction and intention to revisit a beauty shop for Korean men aged from 20's to 40's. The study was done by survey method. Data of three hundred were collected by on-line survey. Descriptive analyses, factor analyses, Duncan tests, multiple regressions, and path analyses were applied to analyze data. The results were as follows: First, factor analysis produced five factors on men's beauty service quality. They were store environments and convenience, employee's skill, service efficiency, store management methods, and service fee. Second, men's service satisfaction on beauty shop and on beauty shop employee were significantly affected by all the beauty service factors. Third, men's intention to revisit beauty shop and to revisit beauty shop employee were positively and significantly affected by all the beauty service factors and satisfaction on beauty shop employee. In conclusion, men's satisfaction and, in turn, intention to revisit beauty service were affected mainly by evaluation on beauty service. To increase customer satisfaction followed by store loyalty, comfortable shop atmosphere and outstanding styling quality service are likely to be most important. Beauty service quality could be perceived in comparing with service fee. Thus, diverse ways of price related promotion would be required to improve beauty service satisfaction.

• The Journal of the Korea institute of electronic communication sciences
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• v.9 no.8
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• pp.875-882
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• 2014

This paper aims to study on the relationship of u-Security service, usefulness and citizen satisfaction. Independence variable is u-Security service, a mediation parameter is usefulness, and dependent variable is citizen satisfaction. Using SPSS 18.0, a series of factor analysis, reliability analysis, multiple regression analysis and path analysis have been performed. The conclusion is as following. First, u-Security service affects usefulness. That is, as publicity safety, system quality, service quality increase, usefulness increases. Second, u-Security service affects citizen satisfaction. That is, as publicity safety, system quality, service quality increase, citizen satisfaction increases. Third, usefulness affects citizen satisfaction. That is, as economic usefulness and security usefulness increase, citizen satisfaction increases. Last, u-Security service has direct and indirect effect in usefulness and citizen satisfaction. That is, usefulness is an important variable that mediates u-Security service and citizen satisfaction.