• 정보관리학회지
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• 제30권4호
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• pp.133-154
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• 2013

본 연구의 목적은 과학기술정보 서비스 기관인 한국과학기술정보연구원(KISTI)에서 정보의 공동활용을 목적으로 제공하고 있는 오픈서비스에 대한 이용자의 만족도를 분석하여, 오픈서비스 이용자의 요구를 파악하고 수요자 기반의 서비스 개선사항을 도출하는데 있다. 이를 위해 KISTI에서 제공하는 있는 오픈서비스인 NOS(NDSL Open Service)의 이용자를 대상으로 만족도 조사를 실시하였다. 서비스별 품질을 나타내는 이용자의 만족도 지표는 해당 서비스에 대해 이용자들이 지각하는 품질을 측정할 수 있도록 설계하였으며, 품질지수, 만족지수, 성과지수로 구성되었다. 분석결과 이용자들은 오픈서비스의 사회적 기여도 및 공익성 측면에서 긍정적인 평가를 하고 있음을 확인할 수 있었다. 반면, 환경품질과 서비스 과정품질 항목은 상대적으로 낮은 만족도를 보여주어 오픈서비스를 조금 더 쉽게 활용할 수 있도록 하는 편의성의 제고와 함께 VOC를 중심으로 서비스 이용과정 및 환경 만족도 제고 방안을 모색해야 함을 알 수 있었다.

• 대한영양사협회학술지
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• 제8권4호
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• pp.359-371
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• 2002

The aims of this study were to estimate the level of job satisfaction and customer-oriented service performance in university food service employees Two hundreds-six food service employees working in Seoul were enrolled and the response rate was 85.8%. Of respondents, 85.9% was female and most of the respondents were 40 years up (70.8%). Generally, respondents had approximately 5 years job experience and high school level. Mean score of job satisfaction was 3.23 score out of 5.00. The highest and lowest items on job satisfaction were responsibility and commitment(4.00). and promotions opportunity(2.69), respectively. Considering job satisfaction; relationships of supervisors, employment and career were significantly different in age(P<0.05), job-system and wage(P<0.05), respectively. Mean score of customer-oriented service performance was 3.75. The highest and lowest items on customer-oriented service performance were delivering on time(4.02) and service information for customers(3.21), respectively. Customer-oriented service performance was significantly different in age and wage(P<0.05). Job satisfaction had positive correlation to customer-oriented service performance. Relationship of supervisors was positively correlated with relationship of coworkers and career.

• 보건의료산업학회지
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• 제3권2호
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• pp.55-64
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• 2009

The purpose of this study was to examine the use of skincare & obesity clinics, customer satisfaction with franchise and non-franchise skincare & obesity clinics and customer selection criteria in the region of Busan in a bid to suggest some of the right directions for marketing strategies for the inauguration of skincare & obesity clinics. The subjects in this study were 240 users of 16 different skincare & obesity clinics selected from Busan. Out of the clinics, four franchise clinics and four non-franchise clinics were selected from the major commercial districts, and four franchise clinics and four non-franchise clinics were selected from the residential areas. Concerning the influence of three leading factors on customer satisfaction, all the service price, material service and human service had a significant impact on customer satisfaction in the franchise model for the commercial districts. In the case of the franchise clinics in the residential areas, only service price exerted a significant influence on customer satisfaction. In terms of the non-franchise model for the commercial districts, customer satisfaction was under the significant influence of human service and material service, and that was significantly affected by human service and service price in the non-franchise model for the residential areas.

• 한국식품영양학회지
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• 제18권3호
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• pp.175-191
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• 2005

This study carried out a survey of students in Gangwon province's general opinion and satisfaction with the school food-service programs implemented in Gangwon province. The method involved a survey of 1,500 elementary, middle, and high school students from 30 schools. The main results of this study can be summarized as follows: With regards to their general opinion of the school food-service programs, $70\%$ of the students answered that the size of the portions was appropriate. Moreover, the survey students answered that they were satisfied with the current method in which the food services. The elementary school students were found to be the best at maintaining public order when the food services were being conducted. The largest complaint which the students had towards these food service programs was the taste of the food itself. With regard to the students' degree of satisfaction with the school food service programs, the highest level of satisfaction with the atmosphere during meal times(3.88), followed by the degree of satisfaction with the food(3.27), and the school cafeteria environment(3.20), and the sanitary conditions of the food service facilities(3.14). The overall opinion and degree of satisfaction with school food service programs demonstrated significant differences, depending on the school level and type of food service.

• 유통과학연구
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• 제18권8호
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• pp.35-45
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• 2020

Purpose: Do close linkages among employees during service encounters always enhance customer satisfaction? Drawing on literature in social psychology, this research argues that under certain circumstances close linkages among employees undermine customer satisfaction. More specifically, this research explores a service failure context and shows that higher task interaction among employees during service encounters leads to higher perceived firm entitativity, resulting in an individual employee's service failure being detrimental to customer satisfaction with the firm. Data and research methodology: A series of experiments using scenarios across different service contexts was used in order to test hypotheses. Data was collected via Amazon Mechanical Turk and the models were tested using Hayes PROCESS. Results: The results show that interactions among employees during service result in 1) lower satisfaction with the firm and 2) lower revisit intentions in the future when there is a service failure by an individual employee. Following the main effects analysis, mediation analysis shows that the effect of employee interaction on customer satisfaction with the firm and revisit intention is mediated by perceived firm entitativity. Implications: By examining contexts where employee interaction may be detrimental to firms, this research provides novel insights on how to manage communications among service employees.

• Nutrition Research and Practice
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• 제17권2호
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• pp.356-370
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• 2023

BACKGROUND/OBJECTIVES: School food service has played an important role in promoting the health and physical condition of students by providing students with a balanced and nutritious diet. Therefore, boosting the quality of school food service and improving the students' satisfaction is critical. For this purpose, this study examined the structural causal relationship among the quality of school food service factors, emotional responses, and satisfaction in China. SUBJECTS/METHODS: This study was conducted with 4th-6th-grade students from 6 junior high schools in Henan province of China, with 590 questionnaire responses (87.3%) collected and statistically analyzed. RESULTS: The school food service quality factors (including menu management, dietary education, facilities management, price and food distribution management, and personal hygiene during meals) must be enhanced to boost the students' satisfaction. In addition, the study used questionnaire survey data to validate the full mediation of students' emotional responses between school food service quality factors and student satisfaction. CONCLUSIONS: Students' emotions also play an important role in influencing the quality of school food service, all of which affect the emotional responses of students. Therefore, students' positive emotions are an important indicator for improving the quality of school food service. A national support policy is necessary for the ongoing maintenance and development of various programs that drive students' satisfaction and promote the adoption of education guidelines for school food service in China.

• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• 한국항공운항학회지
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• 제20권4호
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• pp.91-105
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• 2012

This study, the cause of an aviation security employees' job satisfaction and dissatisfaction will be understood and the data can be used as evidence to explain the position of the employees. Moreover, the results of this study shall be conducted to increase the level of service delivery and also to remove unsatisfactory factors. Thus, according to this research survey shows the understanding of the job satisfaction and service delivery influences on the overall job satisfaction of a secure enterprise's security screeners. As a results, by improving the job satisfaction of aviation security screeners, the world's most safe, convenient service and quick airport service delivery could be achieved. Therefore, in order to improve the level of Korea and the international competitiveness of airlines, the promotion of job satisfaction of employees would be very important. Moreover based on the results of this study, the advanced research on the recognition differences for service evaluation between the customers and security screeners are needed.

• 한국컴퓨터정보학회논문지
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• 제21권3호
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• pp.113-121
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• 2016

In this study, the basic concept of service profit chain was introduced based on the existing studies related to service quality of airline ground crew to find out how are customer satisfaction influenced by factors related to employees who provide service quality to the customers, such as internal service quality and job satisfaction. The data of this study was collected by questionnaire and based on airline ground crews and Gimpo international airport users. A total of 190 of airline ground crew and 273 of passengers validity sample was analyzed a frequency analysis, reliability analysis, exploratory factor analysis and correlation coefficient analysis from SPSS 21, a hypothesis through out confirmatory factor analysis and structural equation modeling from AMOS 7.0. As a result of the analyses, it was found that the models was appropriate in proving the hypotheses on interrelationships among internal service quality, job satisfaction and customer satisfaction. Overall, finding of this study enhance the theoretical progress on the experiential concept in walking tour and offer important implication for airline industry marketers.

• 산업경영시스템학회지
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• 제38권1호
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• pp.188-198
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• 2015

Both employee satisfaction and loyalty play an important role in increasing the business performances of organizations in the service industry. However, the influence of TQM practices on employee satisfaction and employee loyalty has not been examined in the ICT service supply chain. This study aimed to investigate the impact of five total quality management (TQM) practices on employee satisfaction and employee loyalty in Korean ICT customer service and retail distribution organizations. Based on an empirical study of 578 respondents in a Korean ICT service company, the study examined the hypothesized relationships among TQM practices, employee satisfaction, and employee loyalty. Using structural equations modeling, it is found that TQM practices are significantly related to employee satisfaction, whereas the latter in turn influences employee loyalty. The results of analysis suggest that the ICT customer service and retail distribution organizations should concentrate on enhancing employee satisfaction of their TQM practices and creating a people-satisfied job environment.